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Article
Publication date: 1 June 2005

Gene Smith

To provide internal auditors with a summary of the communications skills needed for a successful professional career in internal auditing.

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16036

Abstract

Purpose

To provide internal auditors with a summary of the communications skills needed for a successful professional career in internal auditing.

Design/methodology/approach

A range of recently published (2000‐2004) publications, which aim to show the importance of communication skills to internal auditors, is reviewed to show internal auditors the importance of highly‐developed communication skills in almost every aspect of their activities.

Findings

Internal auditors need to possess excellent communication skills in order to succeed and advance in the changing, complex international global marketplace. Auditors utilize communication skills in almost every situation they encounter. Auditors must create an image of adding value to the organization and not just being investigators. Auditors must possess strong listening and interpersonal skills. Auditors have to be careful in using certain voice reflections when working with different types of individuals at various levels within an organization. Auditors must be aware of how their mannerisms impact auditees.

Originality/value

This paper identifies the importance of communication skills for internal auditors in their daily activities as professional auditors. Internal auditors will be more cognizant of the need to continually improve their communication skills throughout their professional career after reading this paper.

Details

Managerial Auditing Journal, vol. 20 no. 5
Type: Research Article
ISSN: 0268-6902

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Article
Publication date: 20 September 2021

Argyro Elisavet Manoli and Ian Richard Hodgkinson

Relative to the increasing focus on organisations’ outward communication consistency and coherency, the internal communication taking place between different…

Abstract

Purpose

Relative to the increasing focus on organisations’ outward communication consistency and coherency, the internal communication taking place between different organisational functions is under-explored. The study aims to address the following two research questions: What form does cross-functional communication take within organisations? How do features of the communication work climate influence the form of cross-functional communication?

Design/methodology/approach

The study draws on qualitative data generated from semi-structured interviews with media and marketing managers from 33 professional football organisations operating in the English Premier League.

Findings

Thematic patterns between internal communication practices and different communication climates lead to the development of a new internal organisational communications typology, comprising: Type 1: collaborative symmetrical communication (cohesive climate); Type 2: unstructured informal communication (friendly climate); and Type 3: cross-functional silos (divisive climate).

Originality/value

Internal organisational communication practices are deemed fundamental to organisational success, yet there remains limited empirical evidence of the form such practices take or how they interact with features of an organisation’s communication climate. The study introduces a new internal organisational communications typology to develop and extend the theory and practice of internal marketing communications.

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Article
Publication date: 1 October 2021

Anja Špoljarić and Ana Tkalac Verčič

This study aims to contribute to the understanding of internal communication and its connections to engagement and employer brands. The authors wanted to test the…

Abstract

Purpose

This study aims to contribute to the understanding of internal communication and its connections to engagement and employer brands. The authors wanted to test the relationship between the three variables and explore if employees' perception of employer brands is affected by internal communication satisfaction and engagement. Creating a desirable employer brand can have significant benefits for organizations, such as higher employee satisfaction, employee engagement and retention. It is crucial to have a clear grasp of how the determinants of these relationships affect each other.

Design/methodology/approach

A total of 1,805 employees participated in a large communication survey that measured internal communication satisfaction, employee engagement and perception of employer brand (operationalized as employer attractiveness). To test the relationship between variables, the authors used multiple regression analysis.

Findings

The results show internal communication satisfaction and employee engagement as significant predictors of employer brand. All of the internal communication satisfaction dimensions and two out of three employee engagement dimensions have been identified as determinants of at least two employer attractiveness dimensions.

Research limitations/implications

Limitations include using a cross-sectional dataset, which reduces the possibility of determining causality, using self-reports and a common source bias.

Originality/value

The authors added to the body of knowledge by analyzing the effects of workplace attitudes on attitudes toward the organization. The authors found that both internal communication satisfaction and employee engagement significantly shape the perception of employer brands.

Details

Journal of Communication Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1363-254X

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Article
Publication date: 7 June 2021

Mats Heide and Charlotte Simonsson

The aim of this paper is to contribute with increased knowledge of the complex role of internal communication during a crisis like the COVID-19 pandemic. More…

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1376

Abstract

Purpose

The aim of this paper is to contribute with increased knowledge of the complex role of internal communication during a crisis like the COVID-19 pandemic. More specifically, the authors want to address the following research questions. How can the overall approach to internal crisis communication during the pandemic be interpreted, and what view of internal crisis communication does this approach reflect? What has been characteristic of the leadership communication during the pandemic? What do coworkers think of their communication role and how well does the internal communication support that role?

Design/methodology/approach

This article is based on a case study of an authority with 1,000 employees. The empirical material consists of both documents and interviews. The analyzed documents include steering documents, e-mails to managers from the support function and newsletters from the top manager. The 17 interviews comprise managers, coworkers and communication managers. All interviews were recorded and the authors have conducted verbatim transcriptions.

Findings

The pandemic is an example of a wicked problem that involves a lot of ambiguity. Often organizations try to handle wicked problems by trying to control it through traditional management skills and practices. A pandemic demands a leadership, culture and communicative approach that highlights the importance of coworkers. In the studied organization the authors found knowledge and rhetoric about the value of coworkers and communicative coworkership. However, top management does not encourage, support and award practices that are in line with the espoused culture. The key to success is top managers that walk the talk and act as role models.

Practical implications

Crisis managers and crisis communicators need to focus more on improvisation, flexibility, listening and how to approach and make sense of the uncertain. In general, there is a tendency to rely too much on simple tools and to oversimplify complexity. Complex crises such as the pandemic raise new demands on leadership. Effective crisis leadership in a complex crisis seems to be much more democratic and collaborative than often assumed. If coworkers are expected to act as ambassadors or organizational representatives, they also need to be given better support for that role.

Originality/value

This article highlights the importance of closing the gap between espoused and enacted culture in order to change from a managerialistic internal crisis communication to a process internal crisis communication approach.

Details

Journal of Communication Management, vol. 25 no. 3
Type: Research Article
ISSN: 1363-254X

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Book part
Publication date: 8 August 2013

Tanja Sedej and Gorazd Justinek

The chapter presents a senior management view on the role of new and technologically advanced tools, such as social media in internal communications.

Abstract

Purpose

The chapter presents a senior management view on the role of new and technologically advanced tools, such as social media in internal communications.

Design/methodology/approach

We conducted 23 in-depth interviews with senior managers of large- and medium-sized companies in Slovenia.

Findings

The results obtained in the research confirmed that the senior management possess a strong awareness of the importance of internal communications in managing their organizations. Moreover, many top managers even pointed out that internal communications play a crucial role, and add value to the business performance through more motivated employees and that social media in the context of internal communications are vivid and growing in importance.

Implications

The study provides a starting point for further research in this area. However, the core policy recommendation would mainly be focused on internal communication experts, who must no longer underestimate the urgency of developing communication programs that help employees and senior management start working with social media successfully.

Originality/value

The research presents a new — senior management view on the role of social media in internal communications.

Details

Social Media in Human Resources Management
Type: Book
ISBN: 978-1-78190-901-0

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Article
Publication date: 2 April 2021

Ana Tkalac Verčič, Dubravka Sinčić Ćorić and Nina Pološki Vokić

The study examines the psychometric properties of internal communication satisfaction questionnaire (ICSQ), an instrument originally developed in Croatian. A need for a…

Abstract

Purpose

The study examines the psychometric properties of internal communication satisfaction questionnaire (ICSQ), an instrument originally developed in Croatian. A need for a contemporary instrument validated among a non-English-speaking population of employees who use English as their second language motivated the authors to translate the scale.

Design/methodology/approach

ICSQ was validated on a sample of 507 employees of a large Croatian subsidiary of a multinational bank, where English is the official corporate language.

Findings

ICSQ displayed satisfactory levels of psychometric properties, retaining the psychometric properties of the original version of the instrument. A confirmatory factor analysis revealed the acceptable model–data fit of the eight-factor model. Additionally, findings supported the reliability and construct validity of the English version of the instrument. Good internal consistencies of all eight internal communication satisfaction (ICS) dimensions and the total ICSQ and an adequate level of scale homogeneity according to the inter-item and inter-total correlations were found.

Research limitations/implications

In order to generalize the study’s results to other business areas and industries, the study should be replicated in other contexts. Additionally, construct validity was tested by applying cross-sectional design, and therefore, no conclusion can be drawn on the causal direction of the relationship. Finally, the discriminant validity of ICSQ was not tested and should be examined in future studies.

Practical implications

The resulting 32-item instrument, in English, can be used for empirical and practical purposes in improving internal communication.

Originality/value

The study confirms that internal communication is a multidimensional construct and should be measured as such.

Details

Corporate Communications: An International Journal, vol. 26 no. 3
Type: Research Article
ISSN: 1356-3289

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Article
Publication date: 13 January 2021

Laura L. Lemon and Nathan A. Towery

The present study investigates the nature of newly formed organizations and how internal communication influences these entities, where change is inherent. Organizational…

Abstract

Purpose

The present study investigates the nature of newly formed organizations and how internal communication influences these entities, where change is inherent. Organizational life for government contractors is unusual in that employees experience routine changes to upper management, company values, goals and objectives every few years, which leads to the creation of a new consortium that is loosely coupled. Such research provides insight beyond the single-entity organization, which tends to dominate most public relations and internal communication literature.

Design/methodology/approach

Given the lack of research exploring consortia and internal communication to get beyond the homogeneous organization, an in-depth case study methodology was the most appropriate approach. A multi-site government contractor was chosen as the research site, relying on interviews and focus groups (n = 77) to collect data.

Findings

Effective internal communication practices are even more important for consortia, like government contractors, since employees of these organizations are guaranteed to experience frequent change. Therefore, communicating to the unknown audience, building trust in the absence of a prior connection, and preparing for the unintended consequences are imperative to navigating the complexity surrounding consortia forming and cultivating employee buy-in.

Originality/value

This study presents new, transferable knowledge of internal communication during consortia forming, where to be successful, internal communication needs anticipate the unintended consequences and develop a strategy around the uncertainty. Such strategy is about welcoming diverse voices and actively listening to their preferred needs. In addition, a definition of the unknown audience is provided.

Details

Corporate Communications: An International Journal, vol. 26 no. 3
Type: Research Article
ISSN: 1356-3289

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Article
Publication date: 5 October 2020

Milena Araújo and Sandra Miranda

Considering the impact internal communication has on the performance of organizations, studies about internal communication are revisited in order to generate a deeper…

Abstract

Purpose

Considering the impact internal communication has on the performance of organizations, studies about internal communication are revisited in order to generate a deeper understanding about the disciplines that shape the topic and the main trends influencing both the academic and professional fields.

Design/methodology/approach

Departing from a communicational background, the authors integrate dispersed contributions from disciplines such as organizational communication, public relations, corporate communication and marketing communications, to the literature on internal communication.

Findings

The significant role played by internal communication is supported by scholars with different theoretical backgrounds. Despite the clear differences between disciplines, the defense of a strategized internal communication and a focus on the employee is widely accepted.

Practical implications

Both scholars and practitioners will need to keep adapting to a reality where: internal communication practices are not only managerial but also dependent on the inputs of the employees; the ability to listen and collect feedback is sacred, and internal communication plans are expected to be strategically implemented and measured.

Originality/value

By showing the plurality of disciplines that influence internal communication, a strategized multidisciplinary focus on the topic is encouraged.

Details

Corporate Communications: An International Journal, vol. 26 no. 1
Type: Research Article
ISSN: 1356-3289

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Article
Publication date: 1 April 2014

Mats Heide and Charlotte Simonsson

The article has two major purposes. The first purpose is to examine the roles and practices of communication professionals in relation to internal aspects of crisis…

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15350

Abstract

Purpose

The article has two major purposes. The first purpose is to examine the roles and practices of communication professionals in relation to internal aspects of crisis communication. The second is to suggest new roles and practices for communication professionals that will enable a strategic approach to internal crisis communication. This article is based on empirical material from a larger three-year research project that focuses on internal crisis communication at a university hospital (UH) in Sweden.

Design/methodology/approach

This article is based on empirical material from a larger, three-year research project that focuses on internal crisis communication at a university hospital (UH). For the purpose of this article the authors have mainly analysed transcripts of 24 semi-structured interviews that lasted 1-1.5 hours each. The authors chose to interview both communication professionals and other key persons/crisis managers in order to have the role and practices of communication professionals elucidated not only from the perspective of communication professionals themselves.

Findings

A conclusion from the case study is that communication professionals have a rather limited role in internal crisis communication. Their role is primarily focused on information distribution through the intranet, even though they are also involved in strategic managerial work during the acute stage of the crisis. The communication professionals are first and foremost called for once the crisis has already occurred, which can be seen as a “communication on demand” approach, which limits a strategic orientation. In this paper some new roles and practices for communication professionals are suggested, which involve a strategic approach and cover all the stages of crisis.

Research limitations/implications

Future research needs to go deeper into the practices and processes of these roles.

Practical implications

Important prerequisites for fulfilling a strategic role as a communication professional are membership of the board, diversified communication roles, a developed managerial role, being closer to core operations, and legitimacy.

Originality/value

The absence of a strategic crisis management thinking and discourse in organisations delimits communication professionals to a technical role rather than a managerial and strategic role. Taking internal crisis communication seriously and adopting a broader view of crises will raise new demands on communication professionals, which go beyond the operational and tactical roles in the acute phase of a crisis.

Details

Corporate Communications: An International Journal, vol. 19 no. 2
Type: Research Article
ISSN: 1356-3289

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Article
Publication date: 15 May 2007

Mary Welch and Paul R. Jackson

Effective internal communication is crucial for successful organisations as it affects the ability of strategic managers to engage employees and achieve objectives. This…

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47447

Abstract

Purpose

Effective internal communication is crucial for successful organisations as it affects the ability of strategic managers to engage employees and achieve objectives. This paper aims to help organisations improve internal communication by proposing theory with the potential to improve practice.

Design/methodology/approach

This paper identifies gaps in the academic literature and addresses calls for discussion and definition of internal communication, for theory on its mandates, scope and focus and to counteract the tendency to treat employees as a uni‐dimensional “single public”. To address these gaps, internal communication is defined and positioned within the corporate communication school of thought.

Findings

The paper proposes an Internal Communication Matrix which could be used to supplement other forms of internal situational analysis and as an analytical tool which may be applied to the strategic analysis, planning and evaluation of internal communication.

Practical implications

Strategic communication practitioners are offered a fresh perspective from which to consider internal communication. The Internal Communication Matrix proposed here could be used to supplement other forms of internal situational analysis and as an analytical tool which may be applied to the strategic analysis, planning and evaluation of internal communication. The internal corporate communication concept offers a lens through which communicators can consider communication strategy and tactics.

Originality/value

This paper's theoretical contribution is significant as it addresses gaps in the literature on internal communication. It does this by conceptualising a multidimensional stakeholder approach summarised in the Internal Communication Matrix. This approach is significant since it broadens previous approaches. The paper introduces the concept of internal corporate communication and argues that it should be a key focus for corporate communication theory and practice as it concerns all employees.

Details

Corporate Communications: An International Journal, vol. 12 no. 2
Type: Research Article
ISSN: 1356-3289

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