Out of many sources of information, one of the prominent sources in offices is Back-channel communication. Any business operation, whether a hotel, logistic company, production facility, or service center, the best way to know the undercurrent in any situation is by having Back-channels.
Most of the professionals do not agree with this idea because this means the leadership of a business unit is getting the feed from a certain level that is not structured, unrecognised and complete violation of hierarchy.
In a business unit, there can be logistic issues, security issues, receiving loopholes, or even process issues. Each such issue or loophole in any organisation does not reach the table of leadership or Manager. This increases the relevance of such ‘informal channels’ to gather information. Such information needs a qualified check & balance process.
Let’s say in the example - a Director of a hotel gets information about the non-functional RO water plant. The RO water plant, in a hotel, has prime importance for the restaurants, kitchen, and even in guest rooms. Clean water is used in food product washing, cooking, cleaning and even providing clean water to the guest rooms is a necessity of business. Therefore, if the RO water plant malfunctions or is shut down because of various reasons, then raw or uncleaned water is used in the kitchen, restaurant, guest room, and for staff purposes. Here, the issue is a non-functioning RO water plant. This health & safety issue is not raised by engineering managers to the leadership level that cannot be negated since it can have serious repercussions.
Staff who are closely working with such types of equipment can reveal the details. Although an incorrect procedure, 'Back-channel' source can reveal such instance to the higher level, and with this, one can take corrective action, in time.
There can be many other issues that leadership may not be aware of because of mid-management or supervisory level not being able to pass it to the next level. Revealing such information comes only if backchannel sources are active.
Such information can be a plain grapevine thus need verification before the act.
The reliability of these 'informal channels' is a cause of concern as the information is not completely correct unless verified by another source or is self-verified. This information can be 100% accurate, biased or it can be just a rumor. These are few originators of gossip or buzz in organisation, which shows that leaders must be completely sure before taking any action.
This information can be cross-verified, as most of the leaders who rely on such informal information channels have ‘multiple’ sources. Although, not a complete ethical practice, being a leader, we sometimes see this information as accepted.
Various ways to gather information in such a fashion;
A. Always be curious by having 360-degree perception.
B. Creating own data of what's happening around.
C. Contact with the wider crowd, a secretive storyteller will reveal more details, and
D. Thinking odd, not certainties.
A business leader is entrusted by owners of organisation and thus it is more important to know the undercurrent. Operating business, generating profit, create a sustainable business model are all part of the job, but knowing the facts around, and taking corrective action, informing the upper brass is unwritten responsibility.
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