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Internal Communication Approach: En empirisk undersökning av de interna kommunikationskanalerna på ICA Butiksadministration
Mälardalen University, School of Sustainable Development of Society and Technology. (2098)
Mälardalen University, School of Sustainable Development of Society and Technology. (2098)
2009 (Swedish)Independent thesis Advanced level (professional degree), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Title: Internal Communication Approach – A study of the internal communication-channels of the ICA Administration.

 

Background: The ICA Administration is in the process of generating an organizational change with the purpose of improving their external communication. The internal communication, on the other hand, has been put aside and is missing guidelines at the present.  Since the ICA Administration does not know how the staff uses the internal communication-channels they cannot optimize nor develop them. As the literature shows, it is important to choose the channel that is most appropriate for the type of information that it is meant to communicate. Choosing the wrong channel, or using it wrongly, can bring problems consisting of the staff experiencing to receive less information than needed in their daily work.

 

Purpose: The purpose of this thesis is to explore and describe the internal communication between the employees of the ICA Administration from the existing communication-channels and their usage.

 

Method: Through the initial interviews with the staff, the internal communication-channels of the ICA Administration were determined. The channels were later studied through further interviews where the real communication and the managers’ vision of the communication were presented.

 

Result: The communication-channels that can be found at the ICA Administration are formal reports, manuals and folders, the Intranet, formal meetings, the email, the telephone, Instant Messenger, face-to-face, and rumors. The study showed that the channels are being used differently. The email for example is believed to be sharing a remarkable excess of information while the telephone on the other hand is hardly being used by the staff in the office. The managers’ vision of how the channels ought to be used is, in large extent, accurate with the employees’ real usage of them. The largest differences between the guidelines consist of channels like the email, the manuals and the formal meetings. These channels are not used, nor do they contribute with information, in the same extent as the managers would want them to.

 

Conclusion: The conclusion that has been drawn, parting from the analysis and result, is that the staff does not use the channels of the ICA Administration in the same extent as their managers feel they should. To solve this problem, guidelines for the internal communication need to be established as well as an updating of the existing channels.

Abstract [sv]

Titel: Internal Communication Approach - En empirisk undersökning av de interna kommunikationskanalerna på ICA Butiksadministration

 

Bakgrund: ICA Butiksadministration genomgår en omstrukturering som skall generera i en förbättrad extern kommunikation. Den interna kommunikationen har i sin tur hamnat i bakgrunden och saknar i dagsläget riktlinjer. Då ledningen inte vet hur personalen använder de interna kommunikationskanalerna kan de inte heller optimera eller utveckla dem. Som även litteraturen påvisar är det viktigt att välja den kanal som bäst lämpar sig för den typ av information den skall förmedla. Vid felaktigt kanalval, eller felaktigt användande av densamma, kan problem uppkomma då medarbetare kan uppleva att de får för lite information i sin arbetsvardag.

 

Syfte: Syftet är att undersöka och kartlägga den interna kommunikationen mellan medarbetarna på ICA Butiksadministration utifrån de existerande kommunikationskanalerna och hur de används.

 

Metodplan: Genom inledande intervjuer med personalen fastslogs ICA Butiksadministrations interna kommunikationskanaler. Kanalerna undersöktes sedan genom ytterligare intervjuer där den reella kommunikationen samt chefernas syn på kommunikation skildrades.

 

Resultat: De kommunikationskanaler som återfinns på Butiksadministrationen är formella rapporter, manualer, pärmar, intranät, formella möten, e-post, telefon, Instant Messenger, personlig kontakt och rykten. Undersökningen visade att kanalerna används i olika omfattning, där bland annat e-posten anses ha ett informationsöverflöd medan telefon knappt används mellan medarbetarna på kontoret. Chefernas syn på hur kanalerna bör användas stämde överlag överens med hur personalen verkligen använde sig av kanalerna. De största skillnaderna mellan riktlinjerna och reella kommunikationen utgjordes av kanaler som e-posten, manualer och formella möten.

 

Slutsats: Utifrån resultatet och analysen kunde slutsatsen dras att medarbetarna inte använder ICA Butiksadministrations alla kommunikationskanaler såsom cheferna tycker att kanalerna bör användas. För att lösa problematiken bör riktlinjer för den interna kommunikationen upprättas och en uppdatering av de befintliga kanalerna genomföras.

 

Place, publisher, year, edition, pages
2009. , p. 33
Keywords [en]
Internal communication, communication-channels, information, organization, ICA.
Keywords [sv]
Kommunikationskanaler, intern kommunikation, organisation, informationsöverföring, ICA.
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:mdh:diva-4930OAI: oai:DiVA.org:mdh-4930DiVA, id: diva2:159692
Presentation
(Swedish)
Uppsok

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Available from: 2009-03-17 Created: 2009-02-09 Last updated: 2009-03-17Bibliographically approved

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