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Valuing internal communication; management and employee perspectivesKevin Ruck and Mary WelchUniversity of Central Lancashire, UK
The research
A review of twelve leading academic and consultancy studies representing 10,928 respondents.No journal articles were found that specifically tackled what employees would like their organisation to communicate.As Chen et al., (2006 p. 242) argue, “A review of the research on organizational processes concluded that member satisfaction with organizational communication practices has been ignored”.
State of play
Satisfaction with organisational information ranges from 53% to 64%.
However, questions about satisfaction with content are rarely asked and it is worth noting that employees do, naturally, expect channels to be used appropriately for the information provided.
60% of employees understand where the organisation is headed, though this is undermined by senior manager clarity (48%) and minimal senior management involvement in telling the story (54%).
Emphasis on process and volume rather than understanding
Shortcomings in establishing theory in internal communication have often led to a predominance of the assessment of channels used, or volume of information generated (the what); essentially process explanations rather than the content of the communication itself, how well it is provided, or understanding.
Theoretical weaknesses inherent within standard assessment tools
How well informed am I?Do I have a voice?
My organisation provides plenty of support for people.
I identify with the organisation’s values and am an advocate of what it does.
I know what my job responsibilities are and how
they contribute to the team and organisation.
I know how I am doing and have good
development opportunities.
I have regular opportunities to have a
say and what I say is taken seriously.
I am well informed about what is going on and what is planned and my line
manager is committed to the organisation.
Assessing internal social media
Social media represents a shift in culture from “information gathering” to “information participation”.
Assessment is falling into same trap as for traditional media...internal communication teams enjoy sticking to the basics with 61.6 per cent suggesting they measure the success of social media initiatives by using website data and analysis or intranet traffic figures.
