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How well do you think information flows from the chancellor's office through your dean and department head to you?
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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 of Public Relations Research – Taylor & Francis
Published: Jan 4, 2010
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