Assessment of the internal organisational communication and information flow at the SA Cultural History Museum with reference to its effect on decision making

Abstract

The purpose of this study is to evaluate the organisational communication and infonnation flow at the SA Cultural History Museum (SACHM) and its decentralised sites with particular reference to its role in decision making and, where necessary, to recommend remedial measures. An extensive literature review was undertaken on organisational communication, infonnation and decision making in organisations, with particular reference to the SACHM. The literature review facilitated the development of the research instruments, to assess best practices in terms ofthe identified key drivers. The research questions are: • The existence ofcommunication practices and processes at SACHM, and • The effective dissemination ofinfonnation necessary for effective decision making. The statistical results of the empirical study reveal conclusively that the organisational communication, infonnation dissemination and decision making at the SACHM was indeed ineffective. The results indicate the following: • The lack ofadherence to shared values and common purpose between managers and staff regarding equity, lack ofparticipation in decision-making, lack ofservice delivery to local, regional and national communities, lack of mutual respect, lack ofdedication, lack ofa people centered approach, and finally a lack ofintezpersonal communication and negotiation; • The lack ofapplication ofbasic communication fundamentals namely the bottom-up and top-down approaches; • The lack ofaccess to timeous and accurate information to make effective decisions; and • The non-existence ofcommunication processes and practices. Dysfunctional organisational communication and inadequate information flow to both employees and managers, has been identified as having an impact on effective decision making. Arising from the findings of the research, a communication audit is recommended to facilitate the establishment ofan effective communication and information framework for the museum.