Horizontal Communication

Horizontal communication, often referred to as lateral communication, is communication that occurs between people at the same organizational level. In this context, communication describes any information that is transmitted between individuals, teams, departments, divisions, or units.

Aspect	Explanation
Horizontal Communication	Horizontal Communication refers to the exchange of information, ideas, and messages among individuals or departments at the same organizational level. It typically involves communication between peers or colleagues rather than superiors or subordinates.
Key Characteristics	– Same Level: It occurs between individuals or units at the same hierarchical level within an organization. – Informal: Horizontal communication is often less structured and more informal compared to vertical communication. – Collaborative: It fosters collaboration, idea sharing, and problem-solving among peers. – Team-Based: Many horizontal communications happen within teams or workgroups.
Purposes	– Coordination: It facilitates the coordination of tasks and activities between departments or teams. – Information Sharing: Horizontal communication enables the sharing of relevant information, which is crucial for decision-making. – Problem Solving: It supports collective problem-solving and brainstorming among colleagues. – Conflict Resolution: In cases of disputes or conflicts, horizontal communication can help resolve issues at the same level.
Benefits	– Efficiency: It can lead to quicker decision-making and problem resolution. – Innovation: Collaboration among peers can generate innovative ideas. – Employee Satisfaction: It fosters a sense of inclusion and involvement. – Conflict Resolution: It provides a platform for addressing conflicts without involving superiors.
Challenges	– Miscommunication: Informality can sometimes lead to misunderstandings. – Lack of Structure: It may lack the structure and clarity of formal vertical communication. – Information Silos: Ineffective horizontal communication can result in information silos within departments or teams. – Resistance: Some employees may resist sharing ideas or information due to competition or other factors.
Modes of Communication	Horizontal communication can occur through various means, including face-to-face discussions, email, instant messaging, team meetings, collaborative software, and internal social networks.
Importance	Effective horizontal communication is essential for promoting collaboration, knowledge sharing, and a cohesive work environment. It contributes to organizational agility and adaptability in rapidly changing business landscapes.
Management’s Role	Managers play a role in facilitating and encouraging horizontal communication by creating a culture of openness, providing tools and platforms for collaboration, and recognizing and rewarding effective teamwork and idea sharing.
Examples	– Team members in a project group sharing progress updates and ideas. – Different departments (e.g., marketing and sales) coordinating efforts for a product launch. – Colleagues discussing and resolving a workplace issue without involving supervisors. – Employees in a cross-functional team collaborating to solve a complex problem.

Table of Contents

Understanding horizontal communication

Horizontal communication describes any communication that occurs between people, teams, or departments at the same level within a company.

Effective horizontal communication creates a collaborative culture where visibility and accountability are the norm.

It also creates a sense of unity among employees at the same level where each is working toward a shared objective and not in direct competition with their co-workers or superiors.

However, like most forms of communication, there can be downsides. Ineffective lateral communication has the potential to create bottlenecks in the business – particularly if vertical communication is still required to ratify or approve decisions.

The extra visibility and accountability can also cause inefficiencies because employees spend much of their time interacting on multiple platforms or writing emails.

How can horizontal communication be improved?

Improving horizontal communication is very much context-dependent, but here are a few general ways to maximize its effectiveness.

Replace email with a messaging platform

According to McKinsey, 28% of work time is spent on email with employees checking their inbox 11 times per hour on average.

This and the fact that response rates can vary from anywhere between 24 and 72 hours make email extremely inefficient.

Messaging platforms like Slack are a faster way to communicate and are especially useful when someone needs an instantaneous answer or access to a document.

By their very nature, they cut down on back-and-forth exchanges and tend to be more casual.

This means employees can avoid including introductions, sign-offs, or other email-related formalities that waste time.

Keep supervisors in the loop

That horizontal communication is collaborative may sometimes mean that employees know more about a project or task than their supervisor.

When email must be used, it’s important to carbon copy supervisors to avoid inefficiencies that arise from repeating the same information multiple times.

Otherwise, these individuals should have access to Slack and other chat platforms.

Leverage Slack channels but beware of distraction

On a related note, Slack channels are a useful way to organize groups of people around a specific topic or project.

They increase the clarity and visibility of the work being performed in addition to who is responsible for what.

With access to the same information and saved conversation history, every member of the team – from new recruits to leaders – can easily remain abreast of the latest developments.

Note also that social or informal Slack channels are an effective way to build rapport between teams and departments. Indeed, horizontal communication is not required to be limited to work topics only.

Case Studies

Spotify:
- Case Study: Spotify utilizes a unique organizational structure called “Squads,” where small, cross-functional teams operate autonomously and are responsible for specific features or projects. Horizontal communication is facilitated through regular squad meetings.Impact:
  - Empowered Teams: Squads empower employees to take ownership of their work and make autonomous decisions, fostering a sense of accountability and responsibility.
  - Rapid Iteration: Horizontal communication enables rapid iteration and experimentation, as teams collaborate closely to test ideas, gather feedback, and iterate on solutions. This iterative approach accelerates product development cycles and allows Spotify to stay ahead of competitors in the dynamic music streaming market.
  - Innovation Culture: By fostering a culture of horizontal communication and collaboration, Spotify cultivates an environment where creativity thrives, leading to innovative features, personalized experiences, and enhanced user engagement on the platform.
Zappos:
- Case Study: Zappos adopts the “Holacracy” organizational model, where traditional hierarchical structures are replaced with self-managing teams called “circles.” Horizontal communication is facilitated through regular circle meetings.Impact:
  - Employee Empowerment: Holacracy empowers employees to make decisions and drive initiatives autonomously, fostering a sense of ownership and empowerment within the organization.
  - Customer-Centricity: Horizontal communication enables teams to align around customer needs and priorities, leading to more customer-centric decision-making and solutions. This customer focus drives loyalty, satisfaction, and repeat business for Zappos.
  - Organizational Agility: The flat organizational structure of Holacracy promotes agility and adaptability, allowing Zappos to respond quickly to market trends, customer feedback, and competitive pressures. This agility enables Zappos to maintain its position as a leading online retailer in the highly competitive e-commerce industry.
IDEO:
- Case Study: IDEO fosters horizontal communication and collaboration through open and interdisciplinary work environments, design studios, and brainstorming sessions.Impact:
  - Cross-Pollination of Ideas: Horizontal communication enables the cross-pollination of ideas and perspectives across diverse teams and disciplines, sparking creativity and innovation.
  - Design Thinking: IDEO’s emphasis on horizontal communication aligns with its design thinking approach, which prioritizes empathy, collaboration, and iterative problem-solving. This approach enables IDEO to develop human-centered solutions that address real-world needs and challenges.
  - Client Value: By leveraging horizontal communication to drive innovation and creativity, IDEO delivers tangible value to its clients, helping them solve complex problems, design compelling products and services, and differentiate themselves in the marketplace.
Netflix:
- Case Study: Netflix emphasizes horizontal communication through its “Culture of Freedom and Responsibility.” The company encourages open discussions, feedback, and collaboration among employees at all levels.Impact:
  - Innovation Culture: Horizontal communication fosters an innovation culture at Netflix, where employees are empowered to challenge the status quo, experiment with new ideas, and take calculated risks. This culture of innovation drives the development of original content, technological advancements, and business strategies.
  - Adaptability: Netflix’s emphasis on horizontal communication enables the company to adapt quickly to changes in the entertainment industry, consumer preferences, and competitive landscape. Teams collaborate to identify emerging trends, anticipate market shifts, and pivot strategies accordingly.
  - Employee Engagement: By promoting open dialogue and transparency, horizontal communication enhances employee engagement and satisfaction at Netflix. Employees feel valued, heard, and connected to the company’s mission and vision, leading to higher retention rates and productivity.
Wikipedia:
- Case Study: Wikipedia operates on a collaborative model of content creation, where editors from around the world contribute and edit articles on various topics. Horizontal communication is facilitated through discussion pages, edit histories, and community forums.Impact:
  - Knowledge Sharing: Horizontal communication enables knowledge sharing and collaboration among Wikipedia editors, who collectively curate and maintain the world’s largest online encyclopedia. Contributors share expertise, review each other’s work, and resolve disputes through consensus-based decision-making.
  - Quality Control: Through horizontal communication channels, Wikipedia maintains quality control and accuracy standards across its content. Editors engage in discussions, fact-checking, and peer review processes to ensure the reliability and credibility of articles.
  - Global Collaboration: Horizontal communication on Wikipedia transcends geographical boundaries and cultural differences, fostering global collaboration and diversity of perspectives. Editors from diverse backgrounds contribute to a rich and comprehensive repository of knowledge that reflects the collective wisdom of humanity.
Facebook:
- Case Study: Facebook promotes horizontal communication through its open and collaborative work culture, where employees are encouraged to share ideas, provide feedback, and collaborate on projects.Impact:
  - Product Innovation: Horizontal communication drives product innovation at Facebook, where cross-functional teams collaborate to develop new features, improve user experiences, and address emerging challenges. Teams share insights, conduct user research, and iterate on product designs to stay ahead in the competitive social media landscape.
  - Community Building: Facebook’s emphasis on horizontal communication extends to its user community, where individuals and groups connect, share content, and engage in discussions on various topics. Horizontal communication channels, such as comments, likes, and shares, facilitate interactions and relationship building among users.
  - Crisis Management: During times of crisis or controversy, horizontal communication plays a crucial role in managing public perception, addressing concerns, and restoring trust. Facebook’s communication teams collaborate with internal stakeholders and external partners to coordinate responses, provide updates, and mitigate reputational risks.

Key takeaways

Horizontal communication describes any communication that occurs between people, teams, or departments at the same level within a company.
Effective horizontal communication creates a collaborative culture where visibility and accountability are the norm. However, in some cases, it can result in bottlenecks and associated efficiencies.
To maximize the effectiveness of horizontal communication, replace email with chat communication wherever possible, ensure supervisors are kept in the loop, and utilize Slack channels to increase the clarity and visibility of communication.

Key Highlights

Definition and Importance:
- Horizontal communication, also known as lateral communication, refers to communication between individuals, teams, departments, or units at the same organizational level.
- It fosters collaboration, visibility, and accountability among peers.
- Promotes a sense of unity and shared objectives among employees at the same level, reducing direct competition.
Benefits and Challenges:
- Effective horizontal communication cultivates a collaborative culture and shared responsibility.
- May lead to bottlenecks if vertical communication is required for decision approval.
- Increased visibility and accountability can potentially result in inefficiencies as employees spend time on various communication platforms.
Improving Horizontal Communication:
- Use Messaging Platforms: Replace traditional email with faster messaging platforms like Slack to facilitate instant communication and reduce formalities. Minimize back-and-forth exchanges.
- Involve Supervisors: Keep supervisors in the communication loop to prevent information repetition and ensure alignment. Provide supervisors access to chat platforms for seamless communication.
- Utilize Slack Channels: Create dedicated channels on platforms like Slack to organize discussions around specific projects or topics. Enhance clarity, visibility, and accountability among team members.
- Beware of Distraction: While using chat platforms, be cautious of potential distractions. Maintain a balance between work-related channels and informal channels that build rapport among teams.

Horizontal Communication Strategies

Scenario	Type	Application	Implication	Outcome
Project Team Collaboration	Project Team Communication:	Team members working on a project communicate horizontally to share updates, ideas, and progress. This communication facilitates collaboration, coordination, and problem-solving among team members.	Enhanced teamwork and collaboration.	Efficient project execution and successful outcomes.
Cross-Functional Task Forces	Cross-Functional Communication:	Cross-functional teams, consisting of members from different departments, engage in horizontal communication to align on objectives, share expertise, and work together to achieve specific goals or solve complex problems.	Improved interdepartmental collaboration.	Innovative solutions and streamlined processes.
Knowledge Sharing Platforms	Knowledge Sharing:	Organizations establish knowledge-sharing platforms or intranets where employees across departments can contribute, access, and exchange information, expertise, and best practices horizontally, enhancing organizational learning and efficiency.	Enhanced organizational learning and innovation.	Increased knowledge retention and process improvement.
Employee-Led Initiatives	Employee-Led Communication:	Employees from various departments may initiate and lead projects or initiatives. They engage in horizontal communication to collaborate, gain support, and share progress updates among peers to achieve project goals and drive change within the organization.	Empowered employees and grassroots innovation.	Successful employee-led initiatives and cultural change.
Quality Improvement Teams	Quality Improvement Communication:	Quality improvement teams within an organization engage in horizontal communication to identify issues, analyze data, and implement solutions collaboratively. This horizontal communication fosters a culture of continuous improvement and problem-solving.	Increased quality standards and process efficiency.	Improved product or service quality and customer satisfaction.
Internal Task Forces for Crisis Management	Crisis Management Communication:	During a crisis or emergency, organizations form internal task forces that consist of representatives from different departments. These teams engage in horizontal communication to address the crisis, make decisions, and coordinate response efforts.	Crisis response efficiency and coordination.	Minimized crisis impact and reputation preservation.
Departmental Committees for Policy Development	Policy Development Communication:	In organizations, departmental committees may form to develop or review policies and procedures. Members engage in horizontal communication to ensure that policies align with various departmental needs, goals, and compliance requirements.	Comprehensive policy development and alignment.	Clear policies, regulatory compliance, and reduced risks.
Interdepartmental Training Programs	Interdepartmental Training:	To enhance employee skills, organizations conduct interdepartmental training programs where employees from different departments participate in horizontal communication to share knowledge, learn new skills, and promote cross-functional understanding.	Cross-functional skill development and cooperation.	Increased employee capabilities and collaboration.
Cross-Functional Brainstorming Sessions	Cross-Functional Brainstorming:	Cross-functional teams gather for brainstorming sessions, engaging in horizontal communication to generate creative ideas, solve complex problems, and foster innovation by leveraging diverse perspectives and expertise from various departments.	Innovative solutions and problem-solving.	Enhanced product or service development and competitiveness.
Employee-Led Diversity and Inclusion Initiatives	Diversity and Inclusion Communication:	Employees passionate about diversity and inclusion may initiate grassroots initiatives. These initiatives involve horizontal communication to raise awareness, build support, and drive change in the workplace culture to promote diversity and inclusion.	Inclusive workplace culture and employee engagement.	Diverse and inclusive workforce and improved company reputation.
Cross-Departmental Process Improvement Workshops	Process Improvement Communication:	Organizations conduct cross-departmental process improvement workshops where employees collaborate horizontally to identify bottlenecks, inefficiencies, and areas for improvement, leading to streamlined processes and better workflow coordination.	Enhanced process efficiency and productivity.	Reduced operational costs and improved customer service.
Employee-Led Wellness Programs	Employee Wellness Communication:	Employees from various departments may lead wellness programs or initiatives. These programs encourage horizontal communication to promote health and well-being, share tips, and create a supportive environment for employees to lead healthier lifestyles.	Improved employee well-being and morale.	Reduced absenteeism and increased productivity.
Cross-Functional Sales and Marketing Collaboration	Sales and Marketing Communication:	Sales and marketing teams collaborate horizontally to align on messaging, campaigns, and customer insights. This horizontal communication ensures consistent branding and effective customer engagement across departments, ultimately driving sales.	Aligned sales and marketing efforts and strategies.	Increased sales revenue and market share.
Employee-Generated Feedback Channels	Employee Feedback Communication:	Organizations establish feedback channels where employees from different departments can provide suggestions, feedback, and ideas. This horizontal communication fosters an open feedback culture, allowing employees to contribute to organizational improvement and innovation.	Improved employee engagement and job satisfaction.	Organizational improvements and innovation initiatives.