Employees’ Acceptance of E-Newsletters for Organisational Information Transfer

ABSTRACT

Internal marketing and internal communication collectively strive to build relationships with, empower, and motivate employees to foster an organisational culture of support for organisational goals and objectives to be met and organisational success achieved. Electronic newsletters support internal marketing and internal communication endeavours as they serve the purpose of transferring organisational information to employees. E-newsletters can be tested to determine whether employees willingly utilise them for their intended purposes. By means of a quantitative research approach, utilising regression to analyse the empirical data, a study was conducted to determine employees’ acceptance of e-newsletters. This was conducted by means of an adapted technology acceptance model (TAM), and a self-administered e-mail survey was disseminated to employees of a higher education institution. Based on the research results, employees perceive TAM differently to what is put forward in literature, which results in the acceptance of e-newsletters for the purpose of transferring organisational information. Results show that respondents perceived two of the factors of TAM as one factor. In addition, the results provide insight into how academic employees perceive e-newsletters and what practical changes can be made to e-newsletters in order to cater to employees’ preferences.     

The case for ‘face-time’ in a computer-mediated global economy

Abstract

The structuring of marketing and communication management within key organisations in South Africa is changing. These changes are affecting the relationship between marketing and communication practitioners, as well as the key tasks they are responsible for within the organisation. Globally, companies are downsizing, restructuring and eliminating hierarchy. This article investigates how key South African companies have responded to these changes, by looking at how the marketing and communication functions are structured within the organisation. Marketing and communication managers from top South African companies were interviewed telephonically. Findings from the study indicate that the two functions are progressively moving towards an integrated approach. However, a commonly agreed organisational structure is still not pervasive. Each organisation structured the marketing and communication functions differently, and various perspectives existed on the key tasks of both marketing and communication managers. From these findings, it is evident that the relationship between marketing and communication, as well as the role and tasks of marketing and communication managers, is still very diverse in the South African context.     

Introduction: South Africa's multiple languages in a shifting media environment

Abstract

The global South, as the collective for the peripheries of mainstream development is known, is often regarded as merely a beneficiary of Northern-borne notions in the field of organisational communication. The problem is that the Southern context and circumstance do not always mirror those of the North, meaning that these dominant, revered theories are not necessarily applicable. One Southern context is that of the South African mining and construction industries, which is seen as notoriously dangerous, plagued by various obstacles to internal organisational communication (such as illiteracy and diversity), and what Le Roux and Naudé (2009, 29) refer to as ‘historical baggage’. The research question of this article is whether congenital Northern communication theories can be adequately incorporated into the unique global South, in order to fulfil the important task of communicating safety information to employees. The article explores the appropriate implementation of the principles of the excellence theory, the stakeholder theory as well as the relationship management theory, and the research methodology includes interviews, focus groups and quantitative questionnaires at two organisations. The result of the empirical research is the amalgamation and reworking of these theories’ principles into a model for internal safety communication applicable to the South.     

A critical evaluation of the Downs-Hazen instrument (CSQ) by measuring employee communication satisfaction at a private higher education institution in South Africa

Abstract

The aim of this article is to provide a critical evaluation of the Downs-Hazen instrument (Communication Satisfaction Questionnaire) (CSQ) by applying it to the measurement of employee communication satisfaction at a private higher education institution in South Africa. Three communication satisfaction dimensions, consisting of eight constructs, were measured. The results indicated that although employees are satisfied with their relationship with superiors, a need exists for improved communication on the psychological atmosphere in the organisation; the information employees receive about their immediate work environments, meetings and written directives; horizontal and informal communication that is accurate and free flowing; information about the organisation as a whole; as well as the way in which employees are being judged and appraised.

A final conclusion is that the Downs-Hazen CSQ is still applicable even though it was first developed almost 30 years ago. Furthermore, the adjustments to items in this study did not affect the reliability of the adapted questionnaire.     

The role of communication in managing the safety climate of construction site environments

Managers in the construction sector are met with a critical charge: they are responsible for the safety of employees in one of the most notoriously dangerous industries in the world. In terms of managing the safety climate of construction site environments, no recommendations have been made in the literature that truly elucidate the role of organisational communication therein. The aim of this research was to fill this void by enriching the seminal work of Mohamed (2002) which focusses on the nature of the safety climate in construction organisations, and the factors it is comprised of. To this end, the research comprised a data-triangulated qualitative and quantitative empirical study undertaken at nine different construction sites in South Africa, which allowed for the reformulation of the model for safety climate management in construction environments, with an added understanding of the role of communication therein. The findings indicated that communication is conducive to a positive safety climate when it is managed to be strategic, holistic, relational and symmetrical. The model put forward in this article offers an empirical application of the four identified constructs of communication, which gives way to data-driven recommendations for use in construction organisation settings.     

Employer–employee relationships at Lonmin Platinum: A developing South African perspective

Abstract

More than ever, companies are confronted with the importance of developing and maintaining relationships with their strategic stakeholders, such as employees. These relationships should be aimed at balancing the interests of the company with the interests of said stakeholders. Managing relationships with stakeholders is difficult in itself and even more so within the complex context of the South African mining industry. The aim of this article is to determine guidelines that could be used to ascertain employer–employee relationship type and relationship quality in the mining sector. In 2004, a quantitative questionnaire survey was conducted with a stratified quota sample of 508 company employees as part of a commissioned stakeholder perception survey. In addition, qualitative focus-group sessions were conducted to contextualise and clarify the quantitative results. The research indicated that the employer–employee relationship at Lonmin Platinum could be classified as an exchange, rather than a communal relationship. Employees generally perceived the quality of their relationship with the company in a negative way. Employees from all job levels had low levels of trust in the company. This study contributes to a growing body of research aimed at trying to understand the nature of employer–employee relations within large companies in a developing society, where companies are faced with the challenge of communicating to and managing diverse workforces.     

Cultural dimensions of South African employees and internal organisational communication satisfaction

Abstract

This article aims to help communication practitioners know which cultural dimensions are associated with communication satisfaction. The meta-theoretical framework is the Excellence Theory of Public Relations and Communication Management (Dozier, Grunig and Grunig 1995, 35). The conceptual theoretical framework; cultural dimensions by Geert Hofstede (Hofstede and Hofstede 2005, 39) and communication satisfaction by Downs and Hazen (1977, 68) and Gray and Laidlaw (2004, 427) fit into the Excellence Theory of Public Relations and Communication Management. The research design was a quantitative survey with an online questionnaire as a data collection method distributed among a random sample. Validity was improved through pilot tests and the sampling technique. In terms of reliability this survey's scores sufficed as accurate and consistent, scoring above the acceptable score of 0.7 (Van Heerden 2001); 0.72 for national culture and 0.83 for communication satisfaction. Regression analysis was used to analyse the relationship between cultural dimensions (independent variables) and communication satisfaction (dependent variable). The findings clearly showed that national cultural dimensions have significant relationships with communication satisfaction. The implication was that internal communication practitioners could now be informed about the dynamics of the interaction between the cultural dimensions prevalent amongst South African employees and internal organisational communication satisfaction.     

An integrated crisis communication framework for strategic crisis communication with the media: A case study on a financial services provider

Abstract

In order for organisations to survive in an ever-changing milieu in the current business environment, sufficient crisis communication and management practices need to be in place. Despite this, organisational crises are often inefficiently managed, which could be ascribed to the lack of strategic management of crises (Kash & Darling 1998: 180). This article explores the lack of strategic crisis communication processes to ensure effective crisis communication with the media as stakeholder group. It is based on the premise that the media are one of the main influencers of public opinion (Pollard & Hotho 2006: 725), thereby necessitating the need for the accurate distribution of information. Furthermore, the study focuses specifically on the financial industry, which is arguably more sensitive and thus more prone to media reporting because financial services providers manage people's money (Squier 2009). A strategic crisis communication process with the media is therefore proposed, facilitated through an integrated crisis communication framework, proposing a combination of integrated communication (IC) literature, with emphasis on Grunig's theory of communication excellence, to build sustainable media relationships through two-way communication; and a crisis communication process that has proactive, reactive and post-evaluative crisis communication stages, thereby moving away from seeing crisis communication as a predominantly reactive function.     

Building organisation–public relationships: Towards an understanding of the challenges facing public relations

Abstract

The main aim of this article is to investigate the challenges facing public relations professionals in building organisation–public relationships (OPRs), by means of an overview of related modernistic literature, mainly within a modernistic paradigm. Dominant business developments have historically impacted the broader role of public relations in organisations and society, and it is maintained that the change in the domain of public relations to a relational perspective is yet again a consequence of the efforts by business to survive in the new millennium. There can be no doubt about the strategic importance of relationships to the survival of organisations and to public relations. A relational approach to public relations has major strategic value, and embracing its challenges is vital for the profession. The relational approach offers a two-fold opportunity to public relations professionals, namely to confirm their contribution to achieving organisational goals through the measurement of their relationship-building efforts, and the prospect of realigning themselves with other business functions in the organisation. The main objective of this article is to review the change in the domain of public relations to a relational perspective, and to investigate the current challenges facing public relations professionals in building mutually beneficial OPRs on the basis of the relational perspective of public relations.     

Strategic integrated communication: An alternative perspective of integrated marketing communication?

Abstract

In spite of the increased emphasis being placed on integrated marketing communication (IMC), limited attempts have been made to critically analyse existing viewpoints, the evolution of the concept and its application. The research problem of this article is based on this limited mindset, which has arguably created a problem in understanding IMC as a process and in the integration of actions, which appear to be superficial in most cases. The main objective here is to contribute to these viewpoints by addressing the problem through an analysis of existing literature, to stimulate much-needed necessary debate on this phenomenon and advance IMC thinking, which is increasingly being challenged from the perspective of the emerging paradigm of strategic communication. This is done through a combined categorical, theoretical and integrated communicative perspective. The author highlights the need to approach IMC thinking from a strategic and corporate brand perspective, which could help engender dramatically changing expectations and demands across organisations, for a clear understanding of IMC practice and theory. Subsequently, taking an alternative re-orientated strategic perspective, based on all current approaches, is proposed into what is termed ‘strategic integrated communication’ (SIC). The focus in SIC is on the strategic intent of the organisation to enhance strategic, integrated communication and knowledge management of information through creative media strategies and environmental scanning. All of this should be based on trust, loyalty, integrity and credibility, to maintain valuable long-term stakeholder relationships.     

Agenda-Setting in Greenpeace and Amnesty: The Limits of Centralisation in International NGOs

While international nongovernmental organisations (INGOs) have been heavily studied for their role in transnational advocacy, most research has ignored their internal organisation and the relationships between international and grassroots offices. Intuition suggests that INGOs should face structural imperatives to balance maintaining global brands while simultaneously mobilising disparate publics in local contexts. However, this intuition has not yet been systematically studied. We address this with a paired comparison of Amnesty International and Greenpeace. Using case studies and an original dataset of website attributes, we show that campaigns promoted by international offices and their national counterparts reflect a balance between local diversity and global unity, revealing organisational structures that combine centralised agenda-setting with decentralised agenda implementation. Our research identifies a “measurement gap” with implications for understanding INGO accountability and effectiveness, and indicates that a more complete research programme on INGOs must include attention to internal organisation and structural diversity.     

Mobile communication privacy management in romantic relationships: a dialectical approach

Communication technologies, such as the mobile phone, often represent a double-edged sword in romantic relationships. While the mobile phone can enhance the quality of communication, it can simultaneously become a source of conflict. The dialectic framework of communication privacy management offers a nuanced lens from which to investigate rules for the use of the mobile phone in the dyadic of romantic relationships. This study investigates mobile phone usage rules that are negotiated by adolescents and young adults in romantic relationships. The study specifically focuses on rules around mobile privacy management. Findings from in-depth interviews indicate that the negotiation of rules is a crucial part of young adult relationships. Enhancing trust and fostering harmony were important factors in the rule development process. The implications, limitations, and future possibilities for research are discussed.     

Towards a new model to describe the organisation–stakeholder relationship-building process: A strategic corporate communication perspective

Abstract

Successful organisations depend on stakeholder perceptions to address changes in turbulent organisational environments, report on the social and environmental impact of activities, the prevalence of public activism, globalisation, emerging issues and crises, and the need to be good corporate citizens through ethical and socially responsible behaviour. Despite the current emphasis on stakeholder relations and management, a lack of research exists on how to build these relationships. This article aims to report and discuss the findings of a study that explored the lack of organisation–stakeholder relationship (OSR) building models, to emphasise the elements and development of an OSR and highlight the need for a generic, strategic, integrated approach for sustainable OSR to contribute towards organisational effectiveness. This will be done using an exploratory literature review to constitute a conceptual framework for OSR building, of which the principles of the framework will be measured among leading Johannesburg Stock Exchange-listed South African organisations, by means of a quantitative web-based survey and qualitative one-on-one interviews. The dominant focus on organisational stakeholders has provided added impetus and importance to the role of corporate communication, hence, this article will simultaneously endeavour to highlight the importance of practising corporate communication strategically, by emphasising its role in OSR.     

A new conceptual framework to strengthen internal corporate image: A stakeholder-inclusive perspective

The potential influence that internal stakeholders’ image of the organisation could have on external stakeholders’ image of the organisation, is strongly supported in the literature. This research project attempted to address the need for an approach that facilitates employee engagement, coupled with a leadership approach that allows collaboration, inclusion and cooperation within the organisation, to strengthen internal corporate image. This article reports on the results of the second phase of this research project, where a proposed stakeholder-inclusive conceptual framework for strengthening the internal corporate image, built from a stakeholder-inclusive perspective as depicted in the King III report on corporate governance, was explored in practice. A quantitative, self-administered web-based survey was conducted with the 2014 winners of the Deloitte Best Company to Work For (BCTWF) survey. The results not only indicated that these organisations’ practices resonate with the proposed stakeholder-inclusive framework, but also that the principles of the framework, namely stakeholder theory; integrated internal communication; peace arena; stakeholder engagement by means of the AA1000 Stakeholder Engagement Standard (AA1000SES) and responsible leadership and stewardship correlate with one another. The stakeholder-inclusive conceptual framework expands on the body of knowledge on corporate image and provides corporate communication professionals with a guide for strengthening their organisation’s internal corporate image, which could serve as starting point for strengthening the external corporate image and eventual corporate reputation.     

Balancing act: Business and household in a small Bolivian city

Sucre is a city of micro enterprises. The lines between business and household are often blurred: accounts are mixed, space is shared, and partners from outside the household are rare. On the surface, this kind of business organisation seems most inadequate for economic success. Yet a closer look at the internal workings of Sucre's businesses suggests that the complex 'balancing act' between business and household may represent not sloppy management (as micro-enterprise development agencies often maintain), but a flexible strategy for household well-being. Sucre's businesses essentially follow 'triple bottom line' accounting at the household level, taking into account both financial and non-financial goals.     

A justice philosophy of public relations management

ABSTRACT

From a justice perspective, strategic publics may be viewed as victims who have been harmed by the organisation and now seek reparation. Long-term relationships are only formed with organisations that treat strategic publics fairly. For public relations to be viewed as just, it must incorporate all three dimensions of justice theory, viz: distributive, procedural, and interactional justice. When all three dimensions are incorporated, public relations stands a better chance of the organisation being viewed as just and trustworthy by strategic publics. Only when strategic publics experience the relationship with the organisation as trusting and dignifying will they be able to feel committed to the organisation and its decisions; feel attached to the long-term relationship; and be less hostile when outcomes of strategic decisions are unfavourable.

Justice theory provides public relations with a philosophy of how to conduct themselves with strategic publics that influence the goal attainment of organisations.     

British nuclear non-proliferation policies towards Iran and the Middle East

The article argues that British non-proliferation policies towards the Middle East have had limited success because they are circumscribed by dependence on alliances and constrained by other factors such as Britain's historical legacy, its status as a nuclear weapons state and, especially through the European Union's engagement with the region, the communication of self-interest rather than credible pursuit of the declared objective of regional security-building. Despite promoting and implementing its own disarmament policies, Britain has been unable to overcome mistrust and perceptions of hypocrisy in the region in order to strengthen the non-proliferation regime. This is particularly evident in the dispute with Iran, which is examined in detail with the assistance of Adler's ‘double-damned dilemma’ model. The analysis argues that the Western coercive approach has facilitated the stalemate with Iran, because it has encouraged Iran's provocations and allowed it to respond with a strategy of denial. The analysis suggests that Britain and its allies adopt a defusing strategy which does not reduce the dispute to a proliferation problem, but treats Iran's behaviour as a quest for recognition. Britain has little influence on Iran, but might build on its relationship with Turkey to develop this approach in conjunction with its allies.     

Mediation within the French Industrial Relations Context: The SFR Cegetel Case

This article examines the introduction of mediation in the French industrial relations context, as illustrated by the case of the SFR Cegetel collective agreement on social dialogue, which was signed in June 2002. This article provides an overview of relevant French legislation and explores why mediation is used so infrequently in France to settle labor conflicts, examines the growing interest in mediation in France as exemplified in the implementation of alternative dispute resolution (ADR) programs in several firms, and analyzes the barriers and incentives to mediation as well as the impact of internal mediation on the relations between management and employees.
We conclude that while inherited customs and lack of information curtail the use of mediation, disputants increasingly favor mediation as an option when they wish to gain time or when the situation is filled with especially acute open conflict. In addition, we conclude that the introduction of mediation favors a more participatory style of management, improves relationships between management and employees, and induces a better social dialogue within the firm.     

An innovative approach to building stronger coalitions: the Net-Map Toolbox

A common challenge faces development organisations, from the highest policy-making circles to local, grassroots organisations: how to work with other groups to build stronger partnerships and achieve consensus on goals? This article describes the Net-Map Toolbox, a new tool which builds and expands upon existing social-networking approaches. The article highlights the experience of using the Toolbox with the White Volta Basin Board in Ghana, a multi-stakeholder organisation responsible for overseeing local water resources. The authors discuss how the Net-Map Toolbox can assist members of development-oriented organisations to better understand and interact with each other in situations where many different actors can influence the outcome.