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Quality assurance and internal organizational communications
1Department of Communication, University of Ulster, Jordanstown, Northern Ireland.
International Journal of Health Care Quality Assurance
|December 9, 1992
Summary
Effective internal communication in organizations reduces staff uncertainty during change. A communication audit methodology helps monitor and evaluate internal communication quality for better service delivery.
Area of Science:
- Organizational Communication
- Service Management
Background:
- Internal communication significantly impacts organizational effectiveness.
- Managing staff uncertainty during organizational change is crucial for service delivery.
Purpose of the Study:
- To review the link between internal communication and service delivery.
- To introduce the communication audit as a tool for evaluating internal communication quality.
Main Methods:
- Literature review on internal communication and service quality.
- Description of the communication audit methodology.
- Identification of data collection tools for audits.
Main Results:
- Quality internal communications decrease staff uncertainty, particularly during change.
- The communication audit provides a framework for monitoring communication effectiveness.
- Specific tools are available for data collection in communication audits.
Conclusions:
- Improving internal communication is key to enhancing service delivery.
- The communication audit is a practical method for organizations to assess and improve communication practices.