Specifičnosti interne komunikacije za vrijeme krizne situacije

master's thesis

• Title (english): Specifics of internal communication during crisis
• Author: Natalia Tepavac
• Mentor: Maja Klindžić (mentor); MBZ: 295772
• Committee member: Nina Pološki Vokić (predsjednik povjerenstva)
• Committee member: Ana Tkalac Verčič (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Organization and Management); Zagreb
• Defense date and country: 2021-09-06, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

Interna komunikacija jedna je od dva oblika poslovne komunikacije, a podrazumijeva komunikaciju između internih dionika i to najčešće između zaposlenika i menadžera (formalna interna komunikacija) te zaposlenika i drugih kolega (neformalna interna komunikacija). Iako se ovo područje razvijalo u velikoj sjeni eksterne komunikacije, kroz teorijska i empirijska istraživanja utvrđeni su njezini brojni doprinosi za postizanje organizacijskog uspjeha. Osim što doprinosi boljem razumijevanju organizacijske strategije i ciljeva od strane zaposlenika, važna je i za stvaranje ugodne organizacijske klime i kulture te doprinosi većoj motiviranosti i angažiranosti zaposlenika. Osim brojnih prednosti koje organizacija može ostvariti efikasnom internom komunikacijom u normalnim stabilnim uvjetima, ista je ključna i za uspješno upravljanje i nadilaženje kriznih situacija. Krizna situacija može se opisati kao nepredvidiv, neplaniran i neželjen događaj koji može imati negativne posljedice na cjelokupno poslovanje organizacije (Kešetović i Toth, 2012.). Upravo je pandemija COVID-19 virusa uzrokovala krizu na globalnoj razini te pred menadžere stavila izazov implementiranja kriznog plana kao i dizajniranja efikasnog kriznog komuniciranja. Kako bi se utvrdilo zadovoljstvo zaposlenika internom komunikacijom tijekom krize uzrokovane COVID-19 virusom provedeno je empirijsko istraživanje na prigodnom uzroku od 109 ispitanika. Istraživanjem je utvrđeno malo iznadprosječno zadovoljstvo zaposlenika kod svih osam dimenzija interne komunikacije. Nadalje utvrđeno je i da su se za formalnu komunikaciju najčešće koristili komunikacijski alati za pisanu i video komunikaciju dok su se za neformalnu komunikaciju najčešće koristili e-mail i razne platforme za pisanu komunikaciju (WhatsApp, Viber, Slack i druge).

Abstract (english)

Internal communication is one of two types of business communication and it implies communication between internal stakeholders, most commonly between employees and managers (formal internal communication) and employees with other colleagues (informal internal communication). Even though this field developed under big influence of external communication field, theoretical and empirical researches discovered plenty contributions namely for achieving organizational success. Not only that it contributes in better employee understanding of organisational strategy and goals, it participates in development of positive organizational climate and culture as well as in driving employee motivation and engagement. Despite plenty advantages that organizations can achieve from efficient internal communication in normal and steady environment, it is even more important as a tool for successful managing and overcoming crisis situation. Crisis situation can be described as unpredictable, unplanned and unwanted event that can have negative consequences on whole business (Kešetović i Toth, 2012.). Precisely this COVID-19 pandemic caused a global crisis and faced managers with a challenge of implementing developed crisis plan as well as creating efficient crisis communication. For purpose of determining employee satisfaction with internal communication during crisis caused by COVID-19 virus empirical study on convenience sample of 109 responders was conducted. Results showed slightly above average employee satisfaction with all eight dimensions of internal communication that were tested. Also, results showed that employees most commonly used communication tools for writing and video chat platforms to conduct formal communication. On the other hand, e-mail and different platforms for chat (like WhatsApp, Viber, Slack etc.) were most commonly used for informal communication.

• Keywords: interna komunikacija; komunikacijski kanali; krizno planiranje; interna komunikaciju u krizi; COVID-19 kriza; zadovoljstvo internom komunikacijom
• Keywords (english): internal communication; communication channels; crisis planning; internal crisis communication; COVID-19 crisis; internal communication satisfaction
• Language: croatian
• URN:NBN: urn:nbn:hr:148:363869
• Study programme: Title: Business Economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2021-09-07 10:36:37