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Determining employee communication satisfaction in a utility : a case study
Author(s)
Jensen, Ingrid
Date Issued
2004
Type
Thesis
Publisher
Cape Technikon
Abstract
This case study set out to determine the extent to which communication satisfaction exists
amongst the employees of a Gauteng based utility. This is important firstly, because employees
influence the quality of external relationships and secondly, employees are critical stakeholders in
organisational goal achievement.
The Utility has a critical, strategic, public function in supplying potable water daily to about 12
million people in Gauteng. The Utility's Corporate Business Plan for the period 2003 to 2008
expressed the strategic intent to transform the organisation into a customer orientated
organisation. This transformation is underpinned by, inter alia, Organisational Culture Change.
The improvement of internal communication was amongst the initiatives undertaken by the
Company to promote an organisational culture more reflective of its values. The management
communication issue of not knowing whether communication satisfaction exists amongst the
employees of The Utility militates against the effectiveness of The Utility's internal communication.
In turn, the effectiveness of its internal communication impacts on the organisation's intentions of
affecting an organisational culture change and transforming into a customer orientated
organisation. To determine the extent to which communication satisfaction exists is therefore
important in the facilitation of such a culture change. The study was positioned in the communication domain, more specifically the sub-domain of
management communication. The meta-theoretical framework of the study was the Excellence
theory of public relations and communication management. The literature study clarified the major
concept of communication satisfaction, as well as its constructs. The second concept of the study,
relating to supervisory communication skills, was also described.
amongst the employees of a Gauteng based utility. This is important firstly, because employees
influence the quality of external relationships and secondly, employees are critical stakeholders in
organisational goal achievement.
The Utility has a critical, strategic, public function in supplying potable water daily to about 12
million people in Gauteng. The Utility's Corporate Business Plan for the period 2003 to 2008
expressed the strategic intent to transform the organisation into a customer orientated
organisation. This transformation is underpinned by, inter alia, Organisational Culture Change.
The improvement of internal communication was amongst the initiatives undertaken by the
Company to promote an organisational culture more reflective of its values. The management
communication issue of not knowing whether communication satisfaction exists amongst the
employees of The Utility militates against the effectiveness of The Utility's internal communication.
In turn, the effectiveness of its internal communication impacts on the organisation's intentions of
affecting an organisational culture change and transforming into a customer orientated
organisation. To determine the extent to which communication satisfaction exists is therefore
important in the facilitation of such a culture change. The study was positioned in the communication domain, more specifically the sub-domain of
management communication. The meta-theoretical framework of the study was the Excellence
theory of public relations and communication management. The literature study clarified the major
concept of communication satisfaction, as well as its constructs. The second concept of the study,
relating to supervisory communication skills, was also described.
Additional information
Thesis (MTech (Public Relations Management))--Cape Technikon, 2004.
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