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Internal Communication, Information Satisfaction, and Sense of Community: The Effect of Personal Influence

Internal Communication, Information Satisfaction, and Sense of Community: The Effect of Personal... This study examined how employees of a multi-campus university view information flow from top administrators in positions of personal influence, employees' communication preferences (amount, channels, types of information), their sense of community within the organization, and the relationship between those perceptions and their willingness to advocate for the university. Open-ended interviews with 147 employees found the personal influence of the chancellor and top administrators has an effect on information satisfaction. Employees who have a relationship with the chancellor are more satisfied with the information they receive and feel a greater responsibility to advocate for the organization. Even the perception of a relationship with top administrators leads to satisfaction. The direction dimension of internal communication, as well as the channel dimension is important. Although e-mail is efficient for information exchange, the preference for communication among all groups of employees is face-to-face, interpersonal, dialogic interactions. Meetings, despite being acknowledged as time-consuming, were valued as a channel for feedback and providing face time with top managers. Electronic channels, if used thoughtfully, can flatten the traditional, hierarchical structure of internal communication and give employees at all levels of the organization the sense of hearing things first-hand, from the top. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Public Relations Research Taylor & Francis

Internal Communication, Information Satisfaction, and Sense of Community: The Effect of Personal Influence

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References (43)

Publisher
Taylor & Francis
Copyright
Copyright Taylor & Francis Group, LLC
ISSN
1532-754X
eISSN
1062-726X
DOI
10.1080/10627260903170985
Publisher site
See Article on Publisher Site

Abstract

This study examined how employees of a multi-campus university view information flow from top administrators in positions of personal influence, employees' communication preferences (amount, channels, types of information), their sense of community within the organization, and the relationship between those perceptions and their willingness to advocate for the university. Open-ended interviews with 147 employees found the personal influence of the chancellor and top administrators has an effect on information satisfaction. Employees who have a relationship with the chancellor are more satisfied with the information they receive and feel a greater responsibility to advocate for the organization. Even the perception of a relationship with top administrators leads to satisfaction. The direction dimension of internal communication, as well as the channel dimension is important. Although e-mail is efficient for information exchange, the preference for communication among all groups of employees is face-to-face, interpersonal, dialogic interactions. Meetings, despite being acknowledged as time-consuming, were valued as a channel for feedback and providing face time with top managers. Electronic channels, if used thoughtfully, can flatten the traditional, hierarchical structure of internal communication and give employees at all levels of the organization the sense of hearing things first-hand, from the top.

Journal

Journal of Public Relations ResearchTaylor & Francis

Published: Jan 4, 2010

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