Case study: Building Confidence in Inclusion Through Internal Communications
Having an inclusion strategy is one thing. Helping people understand what inclusion means in their everyday working lives is another.
One organisation came to CommsRebel because its people understood that EDI mattered, but they weren’t always confident about the role they personally played in creating a more inclusive workplace.
Communication was inconsistent, confidence was low, and many colleagues were worried about saying or doing the wrong thing.
We helped the organisation turn inclusion from something people understood in principle into something they could put into practice.
The challenge: turning inclusion into everyday action
The organisation wasn’t starting from zero.
People understood that equity, diversity and inclusion mattered. The challenge was translating that understanding into everyday behaviour.
Colleagues weren’t always clear about what was expected of them or how they could contribute.
Communication around EDI was inconsistent and many people lacked the confidence to get involved because they were worried about getting it wrong.
Without consistency and clarity, uncertainty fills the gap.
The organisation needed an approach that would make inclusion practical, relevant and easier for people to understand.
Understanding the employee experience
Our first step was to understand how inclusion was currently experienced across the organisation.
Rather than starting with another awareness campaign, we looked at the systems, messages and everyday experiences shaping people’s perceptions.
Our work included:
- Reviewing key processes, procedures, communication channels and existing plans
- Assessing alignment between the organisation’s EVP, EDI priorities and internal messaging
- Running eight focus groups and 18 interviews across leadership, HR and people manager populations
- Developing a communications and engagement strategy aligned with organisational EDI goals
This helped us identify where communication could do more than simply raise awareness. It could help people understand the role they personally played in creating an inclusive culture.
Making inclusion practical
We focused on small actions that create meaningful change.
This included helping leaders understand how to model inclusive behaviours, mentoring to build new colleague connections and listening hubs where people could share their experiences and perspectives.
We also introduced:
- Listening hubs and storytelling
- A leader communications toolkit
- Better communication for deskless workers through a colleague app
- A dedicated leadership space to share resources and best practice
The aim wasn’t to give people another corporate message about inclusion.
It was to make inclusive practice feel practical, visible and achievable.
The impact
The changes helped increase both understanding and confidence across the organisation.
There was:
- An 11% increase in colleagues understanding the role they play in creating an inclusive culture, from 47% to 58%
- A 15% increase in colleagues feeling informed and able to access relevant EDI information, from 60% to 75%
The organisation also reported lower stress-related sickness and stronger overall performance.
While communication alone cannot create an inclusive culture, it can play a powerful role in helping people understand expectations, access the right information and feel confident enough to take action.
What this case study taught us about inclusive internal communications
Inclusion becomes real when people understand what it looks like in everyday work.
A strategy sitting on a page won’t change culture by itself.
People need clear communication, visible behaviours and opportunities to participate.
And importantly, they need consistency.
Consistency + communication + small actions = culture change.
When organisations bring those things together, inclusion becomes something people experience rather than something they are simply told about.
Want to strengthen inclusive communication in your organisation?
If you’re trying to build engagement around culture, inclusion or organisational change, the answer isn’t always more communication.
It’s better communication.
CommsRebel helps organisations create inclusive internal communications strategies that give people the clarity and confidence to take part.
Book a chat with us to find out more.
