Internal communication: Definition,parameters, and the future

As an organizational function, internal communication is gaining in importance, meriting a special issue on the topic. This importance is evident in many recent efforts among practitioners in Europe and the US to seek recognition of this field as an independent domain. Scholarship on internal communication has not kept pace with these initiatives. This introduction to the special issue addresses several key issues related to this topic and presents findings from a Delphi study of the leaders of European associations on internal communication. Results of the study are fuzzy: respondents see internal communication as interdisciplinary management function integrating elements of human resources management, communication and marketing, but at the same time they see it primarily as a part of the organization's communication function that is simultaneously managerial and technical. However, they contend that internal communication is an independent research field.     

Exploring the strategic potential of internal communication in international non-governmental organisations

The role and importance of international non-governmental organisations (INGOs) has increased with globalization and the growth of global institutions. Despite this growth, academic research into INGO management remains limited and, due to their unique characteristics, management theories developed for for-profit organisations cannot be applied as is to INGOs. Internal communication is a critical area of management that has been proven to have a major impact on an organisation's effectiveness, particularly when managed strategically. Therefore this article explores the strategic management of internal communication within the INGO context. This study synthesised the current literature on this topic and included five case studies to understand the current state of internal communication within INGOs. It was determined that INGOs do not manage internal communication strategically. However, there is evidence that the implementation of strategic internal communication could help INGOs address several of their challenges and have an impact on their overall effectiveness. This study is exploratory and further research to identify the process for strategic internal communication in INGOs is needed.     

An integrated model for conceptualising visual competence in scientific research and communication

Visual representation in both natural and social sciences is an important and growing area of research and an ever‐growing practice, given the rapidly developing visual imaging technologies. This article seeks to contribute to our understanding of the complex processes and decisions that go into producing and using visual representations as prime vehicles of knowledge building and dissemination. To that aim the author develops an integrated theoretical model for disclosing and interrelating the vast array of aspects in representational practices that affect the appearance and the uses that can be made of their visual end products. This knowledge will help towards developing scientific integrity and optimising expressive capabilities in scientific visual culture. In developing the model, explicit attention is paid to the diverse nature of referents in scientific research, the complex interplay across various types of ‘translation processes’ in arriving at legible and valid data, the imminent ambiguities and growing hybridity of visual representational methods and techniques, and the determining role of purpose and the urgent need to develop a more encompassing set of visual competencies among scholars.     

Washington State's adoption of a child welfare practice model: An illustration of the Getting To Outcomes implementation framework

Despite a great need for evidence-informed practices in child welfare, very few child welfare systems have implemented evidence-based case management models state-wide. While the literature on implementation from the perspective of model developers and researchers is steadily increasing, there has been little attention to the process of implementation originating from the reverse direction, by community organizations themselves, or with regard to going-to-scale implementation in child welfare. The Getting to Outcomes (GTO) model, which was originally created to help organizations choose and implement prevention programs, is a promising guide for child welfare systems seeking to initiate system-wide implementation of evidence-based practices. The GTO framework provides a step-by-step guide for surveying a system, building motivation, training, and evaluation. This article will illustrate the state-wide implementation of Solution-Based Casework (SBC), an evidence-based model of case management, by Washington State's Children's Administration, following the GTO framework. Despite some barriers and obstacles, the GTO model proved to be feasible and to aide in the implementation of SBC. Implications for the GTO model as a framework for empowering community organizations to choose and implement relevant evidence-based practices will be discussed.     

Sustainability reporting patterns of companies listed on the Johannesburg securities exchange

The demand by stakeholders for information about companies’ social and environmental performance has led to sustainability reporting becoming essential. The Global Reporting Initiative (GRI) guidelines are the international reporting standard whereas the Johannesburg Securities Exchange Socially Responsible Investment (JSE SRI) Index guidelines are used in South Africa. Although South Africa is regarded as one of the leaders in sustainability reporting in the world, the JSE SRI Index is still a relatively new standard and its efficiency will only be proved over time. The research on which this paper is based, determined whether reporting patterns exist across specific market sectors of the sustainability reports of companies listed on the JSE in order to establish if the JSE SRI Index guidelines on reporting are efficient. Results indicated that all the selected market sectors reported on the environment, society and governance (ESG) categories as per requirements of the JSE SRI Index. The mining and materials sector reported more in the environment and the society categories than the other sectors, while in the governance category less reporting on indirect impacts by all the sectors was noted. The implication of this is that in general, companies find the JSE SRI Index guidelines on reporting easy to implement. However, less reporting of companies’ indirect impacts on their operating environments could mean that there is still a lack of completeness and transparency from the companies’ reports, which could be as a result of a lack of firmer guidelines by the JSE SRI Index guidelines on reporting of such issues.     

Winning the story war: Strategic communication and the conflict in Afghanistan

In conflicts of the information age success in the application of force depends less on the outcome of tactical operations on the battlefields but more on how the war's purpose, course and conduct is viewed by public opinion at home as well as within the theatre of operations. Therefore western allies in Iraq and Afghanistan are not only involved in a physical struggle but also in a struggle over perceptions, for no long-term engagement of troops is possible without support from home, nor can a counterinsurgency succeed without the support of the local population. While the ability to exert influence upon various relevant target groups – opponents, the local population and the home front – has always been crucially important during conflicts, with the more recent globalized media this has led to previously unknown potential opportunities to influence audiences. With the intermixing of target audiences and the successes achieved by terrorists in the field of communication, the importance of the ideological struggle has increased enormously. In this context the concept of strategic communication has become relevant, which refers to the consistency of strategy, activities, themes and messages, and the aim of obtaining legitimacy and support. The heart of a strategic communication strategy is formed by a strategic narrative, a compelling storyline which can explain events convincingly and from which inferences can be drawn. Through a case study about the effectiveness of the execution of strategic communication during the mission in Afghanistan, the author wishes to increase the understanding of the concept.     

Understanding the dynamic interinfluences of implementation processes: An illustration by multiple case studies

Many dropout prevention programs have been developed and validated in the past decades. Yet, little is known about the contextual factors influencing the implementation of these programs. Implementation processes, such as school principal leadership and governmental funding, have been identified for their influence on program implementation, but the mutual or dynamic influence of these processes is yet to be understood. This study examines the processes involved in the implementation of Check & Connect (C&C), a well-established targeted dropout prevention program validated in several countries that aims at promoting the development of a significant relationship between at-risk students and a mentor as a way to prevent school dropout.Semi-structured interviews were conducted with 12 mentors and coordinators directly involved in C&C implementation. Analyses were conducted in two subsequent steps: thematic analyses first helped identify implementation processes described by respondents, and then synthetic case studies allowed us to build the implementation stories of distinct sites. This last step was conducted using the Planned Change Framework.This framework helped us to understand the complex dynamics of implementation processes in each site, which were associated with previously identified program outcomes, beyond implementation fidelity. Implications for future implementations of evidence-based programs in the school setting are discussed.     

Getting emotional: An emotion-cognition dual-factor model of crisis communication

The effect of emotional experience on cognitive processes is an under-explored phenomenon in crisis communication research, despite indications of the increasing importance of emotion-based communication in the digital era. Emerging evidence indicates that the emotional experiences of publics play a critical role during organizational crises and determine the degree to which organizations are able to successfully devise communications that help them deal with such crises. Yet no comprehensive, theoretically sound model exists for analyzing how emotions influence the cognitive processing of crisis information. Our study proposes just such a model, capable of describing how cognition and emotion, separately or interactively, influence the publics’ processing of crisis information and consequently their attitudes and behaviors. Our model describes how emotional variables determine whether the publics take a cognition-oriented approach or an emotion-oriented approach to information processing and subsequent formation of interpretations, evaluations, and judgments directed toward organizations. Moreover, our model explains how an emotion-to-cognition assessment of publics’ attitudes is possible and makes a case for how it is critical for predicting and influencing the publics’ behavior during organizational crises. The hope is that this model will aid practitioners and academics in understanding why the publics’ emotions matter during crisis communication as well as how to craft more effective communication strategies as a result. Finally, several avenues for future research are suggested in order to test the validity of our conceptual model in different contexts.     

Strategic communication applied to nation building in Spain: The experience of the Catalan Region

This article analyzes how strategic communication is being used in the case of regions, “imagined communities,” or the so-called “stateless nations,” for nation-building purposes. It focuses on the case of Spain's Catalonia region in the years since the devolution of power and approval of the Second Statute of Autonomy in 1979. The different successive Catalan governments have made intensive use of mass media campaigns and other soft power methods to enhance Catalan identity. Main efforts have focused on the promotion of the Catalan language, culture, sports, and symbols through public relations, mass media campaigns, the implementation of laws, and the deployment of public diplomacy tactics with the dual purpose of reaching internal audiences. Although a significant part of the Catalan population is alienated from politics, the overall outcome has been positive for Catalan nationalism: identification with Spain has decreased while dual Catalan/Spanish and Catalan-only identification has grown during this period.     

Emotional and relationship well-being for post-1980s Chinese mothers receiving family support for childcare: comparing tangible support and supportive communication

This study examined tangible support and supportive communication as predictors of emotional well-being and relationship quality for post-1980s mothers of children less than three years old in mainland China. The sample consisted of 366 first-time mothers who participated in an online survey about their experiences in receiving support from their mothers-in-law. The results indicate that receiving tangible support from a mother-in-law had mixed effects on women’s emotional well-being. Perceived supportive communication from the mother-in-law played a more significant role than tangible support in improving emotional well-being and relationship quality. Implications for social support research in relationship contexts are discussed.     

FROM TEXT TO GESTURE ONLINE: A microethnographic analysis of nonverbal communication in the Second Life virtual environment

A transition from text-based computer-mediated communication (CMC) to online interaction that includes both textual and nonverbal discourse represents a new development in online communication and a significant challenge to prevailing models for the analysis of CMC. This paper presents results of a six-month-long ethnographic research of nonverbal communication (NVC) in the Second Life (SL) virtual environment. A set of 108 SL locations selected in a non-structured manner provided a wide range of communicative contexts for the analysis of naturally occurring user interaction. The study was focused on the analysis of proxemic and kinesic cues. The results have pointed to a significant difference between user-defined and predefined nonverbal cues, indicating that user-defined NVC has stronger potential to enhance online interaction.     

Re-branding the NHL: Building the league through the “My NHL” integrated marketing campaign

This article is a case study examining promotional efforts undertaken by the National Hockey League (NHL) via integrated marketing initiatives launched during the 2005–2006 season. Following the 2004–2005 season player lockout², the NHL worked to promote itself to both fervent and casual fans. By briefly assessing past marketing efforts and the dwindling popularity of the league in recent years, the article provides a fuller picture of how professional hockey was marketed in North America when the NHL returned to play. The focus is on “My NHL” and the league's re-branding efforts as part of its new integrated communications plan. This research reveals that in its attempts to revive the sport the NHL has done a better job than with past efforts, however the current campaign must be aggressively maintained in order to successfully re-brand the league.     

Updating the FORECAST formative evaluation approach and some implications for ameliorating theory failure,implementation failure,and evaluation failure

Historically, there has been considerable variability in how formative evaluation has been conceptualized and practiced. FORmative Evaluation Consultation And Systems Technique (FORECAST) is a formative evaluation approach that develops a set of models and processes that can be used across settings and times, while allowing for local adaptations and innovations. FORECAST integrates specific models and tools to improve limitations in program theory, implementation, and evaluation. In the period since its initial use in a federally funded community prevention project in the early 1990s, evaluators have incorporated important formative evaluation innovations into FORECAST, including the integration of feedback loops and proximal outcome evaluation. In addition, FORECAST has been applied in a randomized community research trial. In this article, we describe updates to FORECAST and the implications of FORECAST for ameliorating failures in program theory, implementation, and evaluation.     

Reassessing the integrated model of advice-giving in supportive interactions: the moderating roles of need for cognition and communication styles

The present study reassessed the effectiveness of the Integrated Model of Advice-giving with participants of varying levels of need for cognition (NFC) and different communication styles (high- and low-context communication styles). Participants (N = 828) were randomly assigned to read one of 33 versions of conversation in which they received advice from a friend. Results showed that NFC moderated the effect of presence of emotional support on recipients’ evaluations of facilitation of coping. Communication styles moderated the effect of presence of emotional support on recipients’ evaluation of facilitation of coping and their intention to implement advice.     

Emergency management communication: The paradox of the positive in public communication for preparedness

Government emergency management agencies use public communication to inform and educate around risks such as floods, fires, storms, and earthquakes with the aim to help communities understand how to prepare for these emergency events. This study of government communication relating to emergency management preparedness examines an Australian context to understand the types of messages preparing community members for natural hazards. Findings suggest that agencies employ a two-track approach combining warranting and engagement messages. Yet a deeper look at the messages suggests a “paradox of the positive” that overemphasizes the capacity of local agencies to respond to crises and underemphasizes citizen shared responsibility. Implications for the paradox of the positive in other national contexts and public relations theory building are also discussed.     

Examining the link between program implementation and behavior outcomes in the lifestyle education for activity program (LEAP)

Lifestyle Education for Activity Program (LEAP) was a comprehensive, school-based intervention designed to promote physical activity in high school girls. The intervention focused on changes in instructional practices and the school environment to affect personal, social, and environmental factors related to physical activity. Multiple process evaluation tools and an organizational assessment tool were developed to monitor program implementation from a framework called the LEAP essential elements, which characterized complete and acceptable intervention delivery; secular trends were also monitored. Using process data, LEAP intervention schools were categorized into low- and high-implementing groups and compared with control schools on nine essential elements assessed at the organizational level. The Wilcoxon scores test revealed that low- and high-implementing intervention, and control schools differed significantly on two of nine administrator-reported organizational-level components: having a physical activity team and having a faculty-staff health promotion program. A mixed-model analysis of covariance indicated that, compared to control schools, a greater percentage of girls in high-implementing schools reported engaging in vigorous physical activity. Process evaluation can be used to understand the relationship between level of implementation and successful program outcome.     

Applying marketing management and communication management theories to increase client retention in the short-term insurance industry

Businesses must retain their clients to remain profitable. The academic field of marketing management considers customer relationship management (CRM) as most appropriate to achieve this, while communication management focuses instead on public relations (PR). The purpose of this research was to analyse theories in these two disciplines and derive an integrated theoretical framework of CRM and PR client retention. The framework was then tested through in-depth interviews with short-term insurance clients and short-term insurance providers (brokers and direct insurers) in South Africa to gain perspectives from both sides. The importance of some fundamental elements found in literature were affirmed, two elements’ importance were questioned and it was established that three inconsistencies existed between what providers regard as essential to retain clients and what clients regard necessary for them to stay in a relationship with an insurance provider. This may explain the many unsuccessful client retention efforts of South African brokers and direct insurers. Six new CRM and/or PR elements, not found in literature, are presented in the article for exploration in future research. In order to assist client retention in the very competitive short-term insurance industry, results were applied to the core tenets of Niemann's (2005) SA model for the implementation of strategic integrated communication (IC). Finally, the authors present an integrated approach to client retention strategies in the South African short-term insurance industry, incorporating both marketing and communication theories.     

Walking the talk: An exploratory examination of executive leadership communication at startups in China

This study explored the under-researched topic of leadership communication in the context of startup companies in China. Specifically, this study examined the role of executive leadership in shaping corporate culture and leadership communication purposes, strategies, and channels in startups. Findings were derived through 25 in-depth interviews with entrepreneurs in China, and they suggested that 5 major corporate culture types are prevalent and can coexist at startups, including innovation/adventure, openness, inclusiveness/participation, supportiveness, and aggressiveness/competitiveness. The character and management style of startup leaders shape the culture of the organization. Leadership communication serves various internal and external purposes at the informational, motivational, and behavioral levels. Symmetrical, transparent, authentic, and visionary communications are found to be effective leadership communication strategies at startups. Startup leaders overall prefer using face-to-face communication and mobile social messengers (e.g., WeChat) to communicate with internal and external stakeholders, followed by email and phone. Implications of the findings are discussed.     

Communicating for organisational legitimacy: The case of the Potchefstroom Fire Protection Association

The Potchefstroom Fire Protection Association (FPA) has an important role in preventing and managing veld fires in the Tlokwe Local Municipality's rural environment. The FPA works closely with several governmental stakeholders, but these stakeholders do not view the FPA as having high levels of organisational legitimacy. A lack of organisational legitimacy hinders the FPA in obtaining its organisational goals.