Valuing internal communication; management and employee perspectives

Effective internal communication is a prerequisite for organisational success. Organisations need to evaluate and improve communication especially in increasingly difficult economic pressures. Assessment instruments enable organisations to monitor communication effectiveness. This review of academic and consultancy studies found over reliance on measuring satisfaction with the communication process. The analysis found management-centric rather than employee-centric approaches to assessment. This indicates a need to develop new approaches to assessing internal communication. A conceptual model is proposed here to encourage focus on employee communication needs in terms of content as well as channel. Future approaches to assessment should draw on a wider theoretical and conceptual framework. Assessment instruments need to reflect advances in practice. They need to assess the value of internal communication to employees as well as their organisations.     

Digital natives and social media

Digital natives (also known as “Generation Y” and “Millennials”), a generation born during of after introduction of digital technologies, 1980s and after, have mixed preferences for media use in personal and professional lives. A study by Friedl and Tkalac Ver?i? (2011) showed that even though digital natives prefer digital media in their personal lives, this is not necessarily reflected in their business lives. This study addressing preferences of “traditional” vs. “the new media” in a university setting found an opposite result.     

Managing internal communication: How the choice of channels affects internal communication satisfaction

As the environment of internal communication is continually changing for a multitude of reasons, especially new technologies, organizations have to adapt fast in their attempts to reach their employees. When deciding on the type of channel to use, internal communication managers should be aware of their employees’ preferences. The purpose of this study is to identify how the choice of internal communication media affects internal communication satisfaction. In order to explore this relationship further, we conducted an analysis of the most commonly used internal communication channels in ten large corporations and linked the results to employees’ satisfaction and media choice. By expanding the knowledge on preferred communication channels, we are hoping to provide some insight for better management of internal communication.     

A situated understanding of digital technologies in social movements. Media ecology and media practice approaches

Abstract

The article tackles two main aspects related to the interaction between social movements and digital technologies. First, it reflects on the need to include and combine different theoretical approaches in social movement studies so as to construct more meaningful understanding of how social movement actors deals with digital technologies and with what outcomes in societies. In particular, the article argues that media ecology and media practice approaches serve well to reach this objective as: they recognize the complex multi-faceted array of media technologies, professions and contents with which social movement actors interact; they historicize the use of media technologies in social movements; and they highlight the agency of social movement actors in relation to media technologies while avoiding a media-centric approach to the subject matter. Second, this article employs a media practice perspective to explore two interrelated trends in contemporary societies that the articles in this special issue deal with: the personalization and individualization of politics, and the role of the grassroots in political mobilizations.     

Entering new territory: A study of internal crisis management and crisis communication in organizations

The aim of this paper is to present and discuss some of the main findings from a large survey of internal crisis management and crisis communication conducted in the spring of 2011 among public and private organizations in Denmark (the ICMCC survey). The survey was conducted among the 367 largest private companies (selected from DK 1000, established by Børsen business magasin) and among 98 public organizations (municipalities). The overall goal was to get a preliminary idea of how these companies or organizations perceive, plan, coordinate and implement internal crisis management and crisis communication activities before, during and after a crisis. The survey questionnaire comprised 36 questions and was sent to respondents who typically are responsible for the crisis-preparedness of their organizations. The results from the survey show that the vast majority of organizations have a crisis or contingency plan, and most of these plans contain an internal dimension relating to the management and communication with the internal stakeholders during a crisis. Thus, the study shows a rather professional and formalized behavior towards crisis management in general, but also when it comes to managing a crisis in relation to the internal organizational stakeholders in specific. In addition, the results clearly indicate a strong relation between organizational size and crisis management; the larger the organization the more likely to have a crisis plan. This particularly pertained to the private organizations. The ICMCC survey forms part of a major collaborative research project, financed by the Danish Council for Independent Research/Social Sciences (2011–2014), entitled Internal Crisis Management and Crisis Communication in Danish Organizations. The purpose of this three-year long project is to shed light upon the role of internal crisis management and crisis communication before, during and after an organizational crisis and/or a societal crisis leading to downsizing or major changes within an organization or an organizational field.     

Professional competition and cooperation in the digital age: A pilot study of New Zealand practitioners

From early on, competition between professions has been identified as a major factor in the process of developing public relations as a profession. This paper updates consideration of the influence of inter-profession disputes by examining the interplay between public relations and advertising in the digital age. It attempts to assess how new technologies, especially social media, affect the relationships between them, with particular reference to two aspects: whether social media increases, or decreases, professional cooperation (or competition); and who takes charge in the new communication environment. In researching these issues, which form an important part of the professionalization process of public relations, the paper examined documents and online publications, and undertook interviews and a survey of public relations practitioners in New Zealand. The findings suggest that the responding public relations practitioners were not able to take advantage of the social technology in order to leverage their professional status and improve their position within the organization. In addition, it seems that while advertising and public relations are still looking for ways to benefit from social media, both are still in a process of adaptation.     

Internal communication as power management in change processes: Study on the possibilities and the reality of change communications

Literature on change management has changed over the years. Under the umbrella of change management today frequently holistic approaches are discussed. The special significance of soft factors results from the area of tension of subjective/personal risk assessment of certain groups of actors, which entail comprehensive changes. As change projects depend on implementation by executives and employees, change communications is a form of (internal) strategic stakeholder management. Change communications can be identified as the single part of change management, which focuses on the soft factors that are activated through the change of hard factors. With the management of soft factors the aim is to make a contribution to the enforcement of change goals, i.e. to secure or to regain the management's power. For this purpose 60 PR-agencies in Germany have been polled, as to how they assess the possibilities and reality of change communications. The result illustrates a torn of the agency scene between service and consulting claims, which emphasizes the question, if (internal) communication means the organization of messages and its delivery or also becomes part of behavioral economics with the idea to control the power of management.     

Building buy-in: The need for internal relationships and informal coalitions

Significant research has focused on influencing senior leadership, and this study offers new insights into building internal relationships and informal coalitions to provide strategic counsel. These strategies involve internal communications, a neglected area of research and practice. The findings are based on in-depth interviews with 30 executives representing multiple departments in four U.S. companies. A new role justifying public relations’ membership in executive decision teams is internal boundary spanning or gathering intelligence internally across business units, and requires public relations to have a seat at multiple decision tables.     

The state of internal communication in Latin America: An international Delphi study

The amount of internal communication research has flourished during the past decade, and scholars have examined the role of internal communication in affecting employee and organizational outcomes. Despite the increasing literature, knowledge, and research of internal communication in Latin America is largely missing. Given this reality, this study explored the status of internal communication in Latin America through the lens of 20 experienced internal communication professionals from nine Latin American countries. Taking a multi-iteration consensus-building approach, this Delphi study enabled the expert panel to individually elaborate and collectively evaluate shared observations regarding the definition, characteristics, importance, and current reality of the field. Specifically, this study examined how practitioners define and understand internal communication, the skills and knowledge needed to perform internal communication, the value of internal communication, and the state of internal communication practice in Latin America. The findings of the current study enriched and diversified the extant body of knowledge that is U.S. and European-centered.     

Appropriateness and acceptability: Employee perspectives of internal communication

Internal communication underpins organisational effectiveness since it contributes to positive internal relationships by enabling communication between senior managers and employees. Paradoxically, internal communication can also pose a threat to organisational relationships, as poor communication can be counter-productive. The potential benefits of internal communication rely on appropriate messages reaching employees in formats useful and acceptable to them. Consequently, insight into employee preferences for mediated internal communication is required. The paper investigates employee views on the format of internal publications, contrasting acceptable attributes with elements which attract criticism. The single-case study contributes consideration of fresh data on an under-researched topic. It adopts a stakeholder approach with an employee-centric emphasis on employee preferences, in contrast to much previous research which focuses on manager perceptions of internal communication. Contributions include consideration of practical implications of the findings together with suggestions for avenues of further research.     

Examining the effects of internal social media usage on employee engagement

This study explores whether and how internal social media influences employee engagement, a top priority for those working in public relations. Specifically, it proposes and tests a conceptual model that links employee use of internal social media, perceived organizational transparency, and organizational identification, to employee engagement. Through an online survey of 1150 employees from various organizations in the United States that had adopted internal social media, results show that employees’ use of internal social media contributes to an enhanced level of perceived transparency of the organization and organizational identification, which in turn, leads to employee engagement. Theoretical and practical implications of the findings are discussed.     

Who does (not) want to engage in internal social media? Employees’ segmentation into different user types

By integrating internal social media as a form of digital networking, organizations can establish ties to their digitally aware employees and foster social and communicative interactions and digital collaboration. This study is the first to segment and identify different user types according to their attitudes towards internal social media. A representative nationwide survey was conducted online with 500 German employees of different types of organizations in October 2020. Individual, technological, social, and organizational factors were used to perform a cluster analysis. In the end, four different user types were identified: Basic Rejecters, Average Users, Active Supporters, and The Reserved.     

Inaugural: A necessary disenchantment: myth,agency and injustice in a digital world

This lecture reviews the history of how the status and authority of media institutions over the past century have been entangled with wider claims about social knowledge and the order of societies. It analyses those relations in terms of three successive and now overlapping myths: ‘the myth of the mediated centre’ which claims that media (traditional mass media institutions) are privileged access points to our centre of social values and social reality; the ‘myth of us’ which is now emerging around the supposedly natural collectivities that ‘we’ form on commercial social media platforms; and, from outside the media industries, the ‘myth of big data’ which proclaims big data techniques are generating an entirely new and better form of social knowledge. All these myths require deconstruction by a particular hermeneutic, but the case of the myth of big data is the most paradoxical, since its claims amount to an anti‐hermeneutic, a refusal to interpret the social anymore as the resultant of processes of meaning‐making. This third myth, it is argued, requires a hermeneutic of the anti‐hermeneutic if it is to be deconstructed and previous conceptions of social knowledge (from Weber onwards), and the claims to possible justice and politics based upon them, are to be preserved.     

How publics respond to crisis communication strategies: The interplay of information form and source

Through an experiment with 162 college students this study empirically evaluates an emerging communication model: the social-mediated crisis communication model (SMCC). As part of a series of studies testing the SMCC model, this study focuses on two of the SMCC model's components: the effects of crisis information form (traditional media, social media, and word-of-mouth) and source (third party and organization) on publics’ acceptance of crisis response strategies and publics’ crisis emotions. The findings clearly indicate the importance of strategically matching crisis information form and source when organizations respond to crises. In addition, the selection of crisis information form and source affects publics’ attribution independent and dependent emotions.     

Anti-War Activism: New Media and Protest in the Information Age

This starts out by distinguishing between communication and communication mediums when examining social movement-powered formations of collective identity and collective action. We then focus on communication mediums to examine the different ways that old and new media are utilized in urban social movements under neoliberal capitalism. Based on shifts in the political economy and correspondingly in the contemporary composition of the working class, we focus on the Media Mobilizing Project in Philadelphia to argue that contemporary urban social movements and networks utilize a multi-media platform to further class-based politics. The respective use of old or new media depends on important contextual questions, regarding technology access and geographic aspects of movement building work.     

Mastering internal communication: Knowledge foundations and postgraduate education

Despite its importance to employee engagement and organisational effectiveness, little scholarly attention has been paid to internal communication education. Consequently there is a vacuum in guidance on particular knowledge required for effective internal communication practice. To tackle this gap, this empirical article analyses data collected in an online survey of communication professionals. The article contributes an empirically based specialist framework for internal communication knowledge, with components beyond those found in generalist frameworks.     

Digital skills and social media use: how Internet skills are related to different types of Facebook use among ‘digital natives’

Based on the idea that Internet use can be conceptualized in terms of depth (frequency) and width (differentiated) uses of the Web, this study explored how socio-demographic factors and digital skills are related to frequency and types of Facebook use among young adults. It used a face-to-face representative survey conducted in the three main urban areas of Chile among a sample of 18-to 29-year olds. The results found that men and more educated young people had higher levels of skills, confirming that the so-called ‘digital natives’ are not a monolithic group. They also revealed that digital skills did not predict frequency of Facebook use. Furthermore, lower educated young people tended to use Facebook more frequently. Although these results go against the long-established digital divide research, traditional digital gaps emerged when types of use were analyzed. While more educated and skillful individuals tended to use Facebook for informational and mobilizing purposes, socio-demographic factors and skills did not make a difference in Facebook use for social purposes.     

Post‐3/11 Japan and the Radical Recontextualization of Value: Music,Social Media,and End‐Around Strategies for Cultural Action

The disasters of 3/11 provoked a global outpouring of emotion towards the suffering in Japan. In many ways, this singular event seemed to refigure the meanings of community and technology by drawing attention to the fragility of human control in times of disaster. Although the long‐term consequences remain uncertain, this radical recontextualization of value points to a way of thinking about broader processes of change, a contrast to cultural analysis that proceeds by directly critiquing structures of power on their own terms. If we look to processes whereby a new context can be the impetus that undermines seemingly entrenched interests, we might find inspiration for alternative forms of critique and action. Music provides a model for cultural movements that do not attack power directly, but rather operate through this kind of slippery, insidious, “end‐around” strategy of change that gains its force from recontextualizing social logics. These features of music foreshadow some of the contemporary developments in social media, and may point to untapped potentials for subverting, and possibly transforming, enduring structures of power and inequality.     

Practitioners’ Experiences of Social Media in Career Services

This article reports findings from a phenomenographic investigation into career practitioners’ ways of experiencing social media in career services. Focus‐group interviews were conducted with 16 Danish and Finnish career practitioners with experience using social media in career services. Four qualitatively different ways of experiencing social media in career services were identified. Social media in career services was experienced as (a) a means for delivering information, (b) a medium for 1‐to‐1 communication, (c) an interactive working space, and (d) an impetus for paradigm change and reform. The results suggest that models of career intervention and ways of experiencing social media appear to be intertwined. The hierarchical structure of the findings may serve as a tool that enables career practitioners to deepen their ways of experiencing and understanding social media in career services by using the critical aspects that were identified.     

Making Media for Themselves: Strategic Dilemmas of Prefigurative Work in Independent Media Outlets

This article explores independent youth media outlets, one sector of the broader media democracy movement, to theorize the strategic dilemmas that actors negotiate as they attempt to prefigure the media change that they want to see in the world. The outlets operate as noncommercial spaces for youth to challenge the norms of mainstream media through the collective production of oppositional media. In this millennium, we see the increased presence of these outlets across the country and globally as youth are building nodes of communication through differing digital platforms. The article draws out a case study of one independent media outlet, Youth Media Action, in an urban area in the northeastern part of the United States to trace the dynamics of how these outlets attempt to prefigure or model media change through their structures, practices, and content with a changing cast of participating youth groups. I then analyze the tensions that actors confront as they seek to model an ideal (a more just media system) within a constrained environment (overextended staff and resources). The focus on these prefigurative practices and politics affords a closer view of the ways that these sites seek to build a more inclusive, egalitarian, noncommercial media system with limited resources and educational and political practices that do not always resonate with the participating groups and youth. This research contributes to social movement work that focuses on dilemmas that groups face as they look to themselves to build and model systems of social change.