Internal Communication Intervention

The Brief

Our client, an indigenous leading banking group in Cameroon, engaged Mosron Communications to address growing challenges with its internal communications framework. Across the organisation, communication had become fragmented with different branches and departments operating in silos, inconsistent messaging across the group, and an overreliance on individuals rather than systems. The internal communications function was not positioned as the central hub of information flow, leading to confusion, duplication of effort, and reduced organisational alignment. The brief was to diagnose the root of the problem and design a sustainable structure that would create clarity, consistency and ownership of internal communications across the group.

Solution

Mosron Communications began with a diagnostic review of the organisation’s internal communication practices, mapping gaps in structure, flow and accountability. Based on our findings, we designed and implemented a comprehensive internal communications framework that shifted the organisation from person-led communication to system-led communication. This included the development of a group-wide communication guide to standardise how all branches and units communicate, ensuring consistency in tone, process and approval flow. We also created internal communications team guidelines that clearly defined roles, responsibilities and expectations for every member of the communications function. To further strengthen governance, we introduced a departmental communication process tool, a structured weekly tracking system that centralised communication flow through the communications team, positioning them as the core gatekeepers and coordinators of internal messaging across the organisation.

Result

The intervention transformed internal communications from a fragmented, personality-driven function into a structured, process-led system. Communication across branches became more aligned, predictable and consistent, reducing confusion and strengthening group-wide cohesion. The communications team was successfully repositioned as the central nerve centre for information flow, restoring clarity in ownership and accountability. Departments experienced improved coordination, leadership gained better visibility into organisational communication patterns, and the bank strengthened its internal culture through clearer, more reliable engagement. Ultimately, the new framework enabled the organisation to move forward with a scalable internal communications system that supports growth, alignment and operational efficiency.