Communication is the foundation on which a successful organisation is built. It enables people to stay connected, collaborate effectively and achieve shared goals. Yet as modern workplaces become increasingly complex – with hybrid teams, digital tools and greater diversity in roles and locations – effective internal communication is more important, and more challenging, than ever.
This is where the Communication Matrix comes into play. It is a practical model that identifies seven distinct levels of communication within organisations. Each level highlights a different way employees communicate: with themselves, with others, within teams, across the organisation and as carriers of culture. By understanding and applying these levels, organisations can strengthen efficiency, collaboration and engagement.
In this blog, we explain what the seven levels of communication are, how each level can be used to improve internal communication and how your intranet can create a supportive environment that enables seamless communication between employees, teams and departments.
Intrapersonal Communication
Intrapersonal communication takes place within the individual. It is the internal dialogue through which employees process information, interpret their work and position themselves within the organisation. Typical questions include: “What does this mean for me?” or “How do I contribute to the bigger picture?”
Why this matters
Intrapersonal communication directly influences motivation, engagement and self-direction. Employees who feel informed and understood are more likely to engage proactively in change and collaboration.
How your intranet supports this
A well-designed intranet offers a personalised homepage with relevant content based on role, location or team. It provides easy access to the organisation’s mission, values, strategy and learning paths, as well as onboarding modules that offer context and clarity from day one.
Interpersonal Communication
Interpersonal communication focuses on interaction between two people. This can be informal, such as a brief conversation between colleagues, or formal, such as a one-to-one or feedback discussion. In hybrid work environments, this level is essential for maintaining trust and human connection.
Why this matters
The quality of collaboration depends heavily on the quality of interpersonal relationships. Without shared understanding and trust, teams quickly fall into miscommunication or siloed working.
How your intranet supports this
An intranet with a comprehensive employee directory – including contact details, expertise and photos – makes it easier for people to find and connect with one another. Integration with chat and video tools such as Microsoft Teams, as well as visible birthdays, work anniversaries and new starters, further supports connection.
Group Communication
At this level, multiple people communicate within a group, such as a team, department or project group. Effective group communication depends on shared goals, clear roles and smooth information exchange.
Why this matters
Strong group communication leads to better collaboration, faster decision-making and greater ownership. This is particularly important in cross-functional or project-based work.
How your intranet supports this
Team or department pages bring together news, calendars and shared documents in one place. Visual task boards or planner integrations help teams track progress, while a central hub ensures everyone has access to what they need.
Organisation-wide Communication
Organisation-wide communication is aimed at all employees. Examples include strategic updates, policy changes or crisis communication. While this communication is often top-down, it requires more than simply broadcasting information.
Why this matters
Without clear and credible organisation-wide communication, noise, uncertainty and mistrust quickly arise. Especially during periods of change, employees expect transparency and context.
How your intranet supports this
Targeted news modules, push notifications for urgent messages and mandatory-read functionality for critical updates help ensure key information reaches the right people and is acknowledged.
Public Communication
Although this level remains internal, it refers to communication that is visible to large groups across the organisation. Examples include success stories, interviews or internal showcases. This type of communication plays a strong role in shaping culture and recognition.
Why this matters
Employees want to recognise themselves and their colleagues in the organisation’s story. Giving people visibility builds pride, connection and engagement.
How your intranet supports this
Storytelling components – such as hero sections per team or location – allow successes to be highlighted. Social feeds, videos and internal podcasts can be integrated, while teams are empowered to share their own stories with guidance from internal communication.
Mass Communication
Mass communication refers to information that is widely distributed and repeated over time, such as newsletters, alerts, updates or internal campaigns.
Why this matters
Well-planned mass communication creates rhythm, reach and reinforcement. It helps prevent information overload while keeping key themes visible and consistent.
How your intranet supports this
Built-in newsletter tools with personalisation options, push messages, scheduled content and clear layouts guide readers through information in a structured way.
Cultural Communication
Cultural communication concerns shared norms, values and behaviours. It is the underlying current that defines what feels “normal” within an organisation. While often implicit, it can be actively supported.
Why this matters
Culture shapes how people behave, make decisions and commit to their work. In strongly connected organisations, culture is reflected in communication, behaviour and systems alike.
How your intranet supports this
Milestones, celebrations and anniversaries can be made visible through automated feeds. Multilingual content ensures inclusion, while tools such as polls or idea boards encourage feedback and participation.
From Model to Practice
The Communication Matrix helps internal communication professionals to analyse communication efforts in a structured way, identify gaps or overload and deploy intranet features more deliberately for maximum impact.
Use the model as a reference point for your strategy, as a guide when structuring your intranet or as a conversation starter within your communication team. By supporting each level intentionally, you increase not only the reach of your communication, but also its meaning and effectiveness.
