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Variables in the Process of Internal Communication - Research Paper Example

3 pages
811 words
Vanderbilt University
Type of paper: 
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Employees are considered to be the most vital public in any functioning organization. Most experts in the field of communication understand that, the way the management communicates with employees plays a major role on the productivity levels of an organization. For this reason, it is important for the management to consistently put effort in ensuring that the employees are communicated with in a satisfactory manner. However, due to growing technology among other things, there is a gap in knowledge concerning how organizations go about internal communication leading to doubt whether the employees are contented or not, with the communication process.

The study sought to find out the satisfaction levels of the employees concerning the internal communication system of GMC Holland. As part of the procedure to achieve this, the study looked into the communication process within the organization, with the aim of finding out whether it was interactive or not. This study also helped to identify the ratings of the employees with regard to the selected communication process variables.

The researcher used a mixed approach to gather the data. For the qualitative approach, the communication manager of GMC Holland was purposely sampled and interviewed. For the quantitative approach, the study sampled 55 employees ending up with 44 responses. To survey the employees, the study made use of the CSQ (Communication satisfaction questionnaire), while a thematic analysis was used for the qualitative data.

The study found that, the internal communication system of GMC was interactive but not in a consistent manner. There were also statements from the media richness theory that were still applicable in the internal communication structure of organizations.

Although there were variations in the ratings regarding the satisfaction levels, the study found that majority of the employees of GMC Holland were positive in their rating of satisfaction with the different variables in the internal communication process.


ABSTRACT ----------------2

TABLE OF CONTENTS -------------------------------------------------------------------------3

LIST OF FIGURES -------------------------------------------------------------------------------6

LIST OF TABLES -------------- -------------------------------------------------------------------7

CHAPTER 1: INTRODUCTION ---------------------------------------------------------------8

1.1. Background of the study -------------------------------------------------------------------- 8

1.2. Problem analysis ----------------------------------------------------------------------------- 8

1.3. Research objective --------------------------------------------------------------------------- 9

1.4. Significance of study ------------------------------------------------------------------------ 9

1.5. Organization of the study ------------------------------------------------------------------ 10

1.6. Central question ----------------------------------------------------------------------------- 10

1.6.1. Sub-question 1 --------------------------------------------------------------------------- 11

1.6.2. Sub-question 2 --------------------------------------------------------------------------- 11

1.6.3. Sub-question 3 --------------------------------------------------------------------------- 11

CHAPTER 2: THEORETICAL FRAMEWORK --------------------------------------------13

2.1. Introduction ---------------------------------------------------------------------------------- 13

2.2. Employee communication satisfaction -------------------------------------------------- 13

2.3. Variables in the process of internal communication ---------------------------------- 13

2.3.1. Quantity and quality of information -------------------------------------------------- 14

2.3.2. Channels of communication, direct and indirect ----------------------------------- 14

2.3.4. Time of receiving information -------------------------------------------------------- 15

2.3.5. Feedback --------------------------------------------------------------------------------- 16

2.4. Employee communication with communication evaluation instruments ----------- 16

2.5. Conclusion ----------------------------------------------------------------------------------- 17

CHAPTER 3: RESEARCH METHODS -----------------------------------------------------19

3.1. Introduction ---------------------------------------------------------------------------------- 19

3.2. Sub question one ---------------------------------------------------------------------------- 19

3.3. Sub question two ---------------------------------------------------------------------------- 19

3.4. Sub question three -------------------------------------------------------------------------- 19

3.5. Reliability and Validity -------------------------------------------------------------------- 22

3.6. Mixed approach ----------------------------------------------------------------------------- 23

3.6.1. Qualitative approach -------------------------------------------------------------------- 24 Sampling ------------------------------------------------------------------------------ 24 Data collection method Semi structured interview ---------------------------- 25 Data collection tool interview guide -------------------------------------------- 25 Data processing and analysis ------------------------------------------------------ 25

3.6.2. Quantitative approach ------------------------------------------------------------------ 27 Survey -------------------------------------------------------------------------------- 27 Population and sample size ------------------------------------------------------- 27 Data collection instrument: Communication Satisfaction Questionnaire --- 28 Pilot testing -------------------------------------------------------------------------- 29 Instrument administration and retrieval ------------------------------------------ 29 Data processing and analysis ------------------------------------------------------ 29 Characteristics of the respondents ------------------------------------------------ 29

3.7. Summary ------------------------------------------------------------------------------------- 31

CHAPTER 4: RESULTS -----------------------------------------------------------------------32

4.1. Introduction ---------------------------------------------------------------------------------- 32

4.2. Findings -------------------------------------------------------------------------------------- 32

4.2.1. Sub-question 1: The Internal Communication process at GMC Holland ------- 32

4.2.2. Sub-question 2: Best practices for improving internal communication ---------- 33

4.2.3. Sub-question 3: Overall satisfaction of employees---------------------------------35

4.3. Summary ------------------------------------------------------------------------------------- 45

CHAPTER 5: CONCLUSIONS --------------------------------------------------------------46

5.1. Introduction ---------------------------------------------------------------------------------- 46

5.2. Key Findings-------------------------------------------------------------------------------- 43

5.3. Requirements for the Solution Framework ------------------------------------------- 47

5.4. Challenges and Limitations --------------------------------------------------------------- 48

CHAPTER 6: SOLUTION FRAMEWORK -------------------------------------------------49

6.1. Recommendations -------------------------------------------------------------------------49

6.2. Practical user requirements ---------------------------------------------------------------- 50

CHAPTER 7: CONTENT CREATION ------------------------------------------------------52

CHAPTER 8: IMPLEMENTATION ----------------------------------------------------------54

BIBLIOGRAPHY -------------------------------------------------------------------------------59


Appendix A: Literature review

Appendix B: Definition of concepts

Appendix C: Interview guide (Communications manager GMC Holland v.o.f)

Appendix D: Communication Satisfaction Questionnaire

Appendix E: Interview transcript (Communications manager GMC Holland v.o.f)

1.1. Background of the study


Like a human being, a company has to have an internal communication mechanism, a "nervous system", to coordinate its actions. (Bill Gates, 2009)

The modern day world is a very busy place and most people today spend most of their time in various organizations for different purposes. For these organizations to function steadily, it is vital for them to have an effective internal communication.

Through the act of talking and listening, modern day organizations are starting to realize the importance of internal communication. The present day employee now has more modes of communications than in the past leading to employers having more at stake today, consequently making it vital for businesses to implement steady communication plans and stay in touch with the employees. (Swart & Rothmann, 2012).

The social nature of man, makes communication a natural part of human behavior, communication is the basic mode of interaction for this naturally social species. In the context of the business world, the manner in which the business flows including the behavior of the employees is greatly influenced by communication. A steady skill set in communication is key to an efficient internal communication process, these may include basic skills in feedback provision, listening, questioning and speaking. (Wilkinson & Fay, 2011).

For this thesis, the researcher will be exploring employee communicati...

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