Magistro darbo objektas yra nevyriausybinės organizacijos vidinė komunikacija ir jos įtaka reputacijos valdymui. Darbo tikslas – išanalizavus nevyriausybinės organizacijos reputacijos valdymo kontekstą, išnagrinėti nevyriausybinės organizacijos vidinės komunikacijos taikymo reputacijos valdyme galimybes. Darbo uždaviniai: išanalizuoti nevyriausybinės organizacijos reputacijos valdymo poreikius; išnagrinėti organizacijos reputacijos tematikos tyrinėtojų sukurtus organizacijos reputacijos valdymo modelius ir jų pritaikymo galimybes nevyriausybinės organizacijos reputacijos valdyme; išanalizuoti nevyriausybinės organizacijos vidinės komunikacijos veiksnius ir jų įtaką nevyriausybinės organizacijos reputacijos valdymui; išnagrinėti pasirinktos nevyriausybinės organizacijos vidinės komunikacijos veiksnius, turinčius įtakos organizacijos reputacijos valdymui ir pateikti rekomendacijas dėl vidinės komunikacijos taikymo reputacijos valdyme. Naudojantis mokslinės literatūros analizės metodu, padarytos išvados, kad nevyriausybinės organizacijos reputacijos valdyme svarbu atsižvelgti į pagrindinius nevyriausybinių organizacijų bruožus: institucionalizavimą, pelno nesiekiančios veiklos vykdymą, savivaldos ir savanoriškumo principus. Nevyriausybinės organizacijos reputacijos valdyme galima taikyti daugelį tyrinėtojų siūlomų reputacijos valdymo modelių, tačiau modeliai turi būti pritaikomi atsižvelgiant į konkrečios organizacijos specifiką, dydį, vidinių grupių skaičių, veiklos formas... [toliau žr. visą tekstą] / The object of this study is non-governmental organization’s internal communication and its role in reputation management. The aim of this study is to analyse the context of non-governmental organization reputation management and according to it find out the significance of the internal communication factors in non-governmental organization reputation management. The tasks of the study: to analyse the factors which have settled the need of non-governmental organization reputation management; to analyse organization reputation management models and opportunities for non-governmental organization reputation management; to analyse internal communication factors and application of these factors in non-governmental organization reputation management; to analyze chosen organization‘s internal communication factors what may have influence to organizations reputation management as well as make recommendations for the chosen organization‘s internal communication factors applying in reputation management. Analysis of science literature has indicated that in non-governmental organizations reputation management it is important to take account of the main features of non-governmental organizations: institutionalization, non-profit activity, self-government and voluntary principles. In non-governmental organizations reputation management could be used many researchers proposed reputation management models, but these models would be adapted to the specificities of a particular organization... [to full text]

The rationale that effective internal communication plays a crucial role in aligning employees to organisational goals, and in so doing, inculcate employee engagement and help an organisation to succeed, is remodelling internal communication management within organisations. At the core of the preceding rationale lies the fundamental realisation and acknowledgement that effective internal communication is not the function of the communication department, but in effect a basic prerequisite that must be understood, embraced and practiced by all levels of management. Managers without effective internal communication and employee engagement cannot execute the responsibility of strategic alignment. The challenge is now to ensure that the internal communication process is approached as a properly structured and efficiently managed system, rather than a collection of fragmented messages that often cause confusion among employees and compel disengagement. This study explores to what extent the senior managers at the North-West University understand their fundamental role in facilitating effective internal communication and employee engagement. An extensive literature study revealed that there is a correlation between effective internal communication and understanding of organisational strategy and objectives among employees. In addition, a strong correlation between effective internal communication, employee engagement, employee performance and organisational profitability has been identified in literature. The empirical findings were obtained by means of a qualitative research method in the form of semi-structured interviews with senior and middle managers. The semi-structured interviews explored and described how the managers perceive the nature of their role in facilitating and sustaining effective internal communication and employee engagement. In comparing the actual role of senior managers at the University in internal communication and employee engagement with the ideal state related to D'Aprix's (1996) manager's communication model, as well as the principles of a convergence model of communication, information richness of communication channels, a leadership communication framework and the impact of highest scoring manager activities and attributes, it was concluded that this communication role is still misunderstood by senior managers and not properly structured and executed. Consequently, internal communication is not adequately fulfilling its strategic potential as a means to establish positive relationships, diffuse information, motivate, and align employees' actions and behaviour to the set goals of the University. It is suggested that future studies measure and determine whether the engagement levels of employees at the North-West University have increased as a result of managers fulfilling their internal communication role effectively. Another study could also assess and measure the effectiveness of internal communication channels, with the view to develop an internal communication channel guide or toolkit for managers at the North-West University. The key drivers of employee engagement and related effect on the North-West University's performance could also be explored and measured in future research studies. / Thesis (M.A. (Communication Studies))--North-West University, Potchefstroom Campus, 2010.

Safety has become one of the greatest gauging factors for organisational success, within the mining and construction industry of South Africa. This is due to the fact that organisations and their employees are expected to adhere to safety legislation, or risk permanent shutdown. Notwithstanding this importance, methods of communicating safety information to employees have not yet been widely researched – especially not within the unique context of the combined mining and construction industry of South Africa. In the light of the above, this study focused on researching those internal communication methods most suited for the communication of safety information. The systems theory as meta-theory, and the stakeholder relationship theory, the excellence theory and dual-capacity model were used to frame the study. An extensive literature review was firstly conducted, identifying and discussing internal communication methods, their use within the South African mining and construction industry, and specifically their application to safety communication. The concepts of communication satisfaction and communication effectiveness of internal safety communication, as well as employee relations were investigated. Secondly the application of these internal safety communication methods was then further researched empirically within the Gautrain project – specifically its Precast Yard –which is seated within both the mining, as well as the construction industry, as it has to adhere to safety legislations from both industries. This empirical research was done by means of questionnaires, focus groups, interviews, as well as a discussion of the communication channels employed by the organisation. This accounted for a triangulated approach of using quantitative, as well as qualitative methodologies. From this empirical research it was seen that the Precast Yard of the Gautrain project adheres to the guidelines set in the literature in some circumstances, whilst in others it does not. From these shortcomings, seven recommendations were formulated for the improvement of safety communication in this organisation. These include the proposal that safety communications should be strategically managed by integrating all forms of communication, so that external factors that may impact on this communication are factored in. Furthermore, the communication of safety information should strive to reflect the diverse viewpoints of the employees, as it endeavours to foster a relationship with them. Briefly, this study, therefore, focused on identifying and reporting on those methods and techniques suited for the internal communication of safety information, specifically within the South African mining and construction industry, thereby expanding the field. / Thesis (M.A. (Communication Studies))--North-West University, Potchefstroom Campus, 2010.

The rationale that effective internal communication plays a crucial role in aligning employees to organisational goals, and in so doing, inculcate employee engagement and help an organisation to succeed, is remodelling internal communication management within organisations. At the core of the preceding rationale lies the fundamental realisation and acknowledgement that effective internal communication is not the function of the communication department, but in effect a basic prerequisite that must be understood, embraced and practiced by all levels of management. Managers without effective internal communication and employee engagement cannot execute the responsibility of strategic alignment. The challenge is now to ensure that the internal communication process is approached as a properly structured and efficiently managed system, rather than a collection of fragmented messages that often cause confusion among employees and compel disengagement. This study explores to what extent the senior managers at the North-West University understand their fundamental role in facilitating effective internal communication and employee engagement. An extensive literature study revealed that there is a correlation between effective internal communication and understanding of organisational strategy and objectives among employees. In addition, a strong correlation between effective internal communication, employee engagement, employee performance and organisational profitability has been identified in literature. The empirical findings were obtained by means of a qualitative research method in the form of semi-structured interviews with senior and middle managers. The semi-structured interviews explored and described how the managers perceive the nature of their role in facilitating and sustaining effective internal communication and employee engagement. In comparing the actual role of senior managers at the University in internal communication and employee engagement with the ideal state related to D'Aprix's (1996) manager's communication model, as well as the principles of a convergence model of communication, information richness of communication channels, a leadership communication framework and the impact of highest scoring manager activities and attributes, it was concluded that this communication role is still misunderstood by senior managers and not properly structured and executed. Consequently, internal communication is not adequately fulfilling its strategic potential as a means to establish positive relationships, diffuse information, motivate, and align employees' actions and behaviour to the set goals of the University. It is suggested that future studies measure and determine whether the engagement levels of employees at the North-West University have increased as a result of managers fulfilling their internal communication role effectively. Another study could also assess and measure the effectiveness of internal communication channels, with the view to develop an internal communication channel guide or toolkit for managers at the North-West University. The key drivers of employee engagement and related effect on the North-West University's performance could also be explored and measured in future research studies. / Thesis (M.A. (Communication Studies))--North-West University, Potchefstroom Campus, 2010.

Safety has become one of the greatest gauging factors for organisational success, within the mining and construction industry of South Africa. This is due to the fact that organisations and their employees are expected to adhere to safety legislation, or risk permanent shutdown. Notwithstanding this importance, methods of communicating safety information to employees have not yet been widely researched – especially not within the unique context of the combined mining and construction industry of South Africa. In the light of the above, this study focused on researching those internal communication methods most suited for the communication of safety information. The systems theory as meta-theory, and the stakeholder relationship theory, the excellence theory and dual-capacity model were used to frame the study. An extensive literature review was firstly conducted, identifying and discussing internal communication methods, their use within the South African mining and construction industry, and specifically their application to safety communication. The concepts of communication satisfaction and communication effectiveness of internal safety communication, as well as employee relations were investigated. Secondly the application of these internal safety communication methods was then further researched empirically within the Gautrain project – specifically its Precast Yard –which is seated within both the mining, as well as the construction industry, as it has to adhere to safety legislations from both industries. This empirical research was done by means of questionnaires, focus groups, interviews, as well as a discussion of the communication channels employed by the organisation. This accounted for a triangulated approach of using quantitative, as well as qualitative methodologies. From this empirical research it was seen that the Precast Yard of the Gautrain project adheres to the guidelines set in the literature in some circumstances, whilst in others it does not. From these shortcomings, seven recommendations were formulated for the improvement of safety communication in this organisation. These include the proposal that safety communications should be strategically managed by integrating all forms of communication, so that external factors that may impact on this communication are factored in. Furthermore, the communication of safety information should strive to reflect the diverse viewpoints of the employees, as it endeavours to foster a relationship with them. Briefly, this study, therefore, focused on identifying and reporting on those methods and techniques suited for the internal communication of safety information, specifically within the South African mining and construction industry, thereby expanding the field. / Thesis (M.A. (Communication Studies))--North-West University, Potchefstroom Campus, 2010.

Syfte: Syftet var att undersöka vad kommunikationsbrister kan bero på och hur en organisation kan gå tillväga för att lösa problem som uppstår på grund av dem. Med detta som grund har studien utformat rekommendationer för hur förvärvsorganisationer kan arbeta med den interna kommunikationen och på så sätt överkomma och förebygga brister i kommunikationen. Metod: En fallstudie utifrån en deduktiv forskningsprocess användes genom att ställa upp påståenden utifrån teorin som prövades på empirin. Datainsamlingen skedde genom kvalitativa intervjuer och en kvantitativ enkät. Slutsats: Brister som uppstår i kommunikationen har en verkan på hela organisationens finansiella och prestationsmässiga resultat. Genom att lägga beslag på kommunikationen kan en förvärvsorganisation bli mer framgångsrik. / Purpose: The purpose was to examine the reasons for inadequacies and how an organization can solve problems that arise due to them. Based on this the study has formulated recommendations for how acquisition organizations can overcome and prevent the inadequacies through internal communication. Method: A case study was based on a deductive research process. The empirical data was tested through the use of propositions derived from theory. Data was collected through qualitative interviews and a quantitative survey. Conclusion: Inadequacies that arise through communication have an impact on the financial results and performance, of the organization as a whole. By engaging in communication an acquisition organization could become more successful.

Bakgrund: Det diskuteras ideligen kring de fyra storbankerna i media angående trender och framtidsutsikter. I Sverige är utbudet av banker stort, trots det skiljer de sig inte mycket åt gentemot kunder. Företag arbetar ständigt med att positionera varumärket gentemot kunder, dock skall inte den interna marknadsföringen bortses. Företagsledningen kommunicerar internt med att förmedla värderingar samt visioner vilket motiverar de anställda. Syfte: Syftet med uppsatsen är att utreda och analysera Handelsbankens interna markandsföring samt integrationen av varumärket i organisationen för att sedan analysera effekterna utav det. Resultaten ur intervjuerna kommer att analyseras med hjälp av teorier.  Metod: En kvalitativ fallstudie med abduktion som forskningsansats. De empirska data har insamlats genom sex stycken semi-strukturerade intervjuer. Samtliga respondenter var från Handelsbanken varav tre arbetar som frontpersonal samt tre chefer. Hermeneutik var en central metod för att tolka teorier samt respondenternas svar. Slutsats: I studien har vi kommit fram till att den interna marknadsföringen har en betydande roll gällande att kommunicera värderingar, visioner och organisationskultur. Detta bidrar till att frontpersonalen blir motiverade, stimulerade och engagerade i det vardagliga arbetet. Vi har identifierat ett samband med den interna marknadsföringen till att frontpersonalen är förberedda inför kundmötet. De kan uppfylla kundens förväntningar vilket leder till högre kundnöjdhet. / Background: It is continually discussed about the four major banks in media regarding trends and prospects. In Sweden there is a wide selection of banks, despite that they do not differ greatly towards customers. Banks are constantly working to positioning the brand to customers, however, they should not disregard the internal marketing. The management communicates internally to convey values and visions which motivates the employees. Purpose: The purpose of this paper is to investigate and analyze the internal marketing of Handelsbanken, and the integration of brand values in the organization to then analyze the outcoming effects. The results from the interviews will be analyzed using theories. Method: A qualitative case study with abductive research approach. The empirical data has been collected through six semi-structured interviews. All respondents were from Handelsbanken, three of them work as frontline staff and three as managers. Hermeneutics was a central method of interpreting theories as well as respondents' answers. Conclusion: The conclusions from our study are that internal marketing plays a significant role regarding communicating values, visions and organizational culture. This helps to motivate, stimulate and engage the frontline staff in their everyday work. We have identified a connection between the internal marketing and frontline staff, the management need to prepare them with values and necessary information before they face customers. They can therefor meet customer expectations which results in higher customer satisfaction.

Orientador: Maria Teresa Miceli Kerbauy / Banca: Maria Aparecida Ferrari / Banca: Regina Célia Baptista Beluzzo / Resumo: Analisa a dinâmica do relacionamento entre cidadãos usuários do sistema público de saúde e hospital universitário público, pelo viés da comunicação. O foco estabelecido é o diálogo praticado no âmbito hospitalar na prestação de serviços de saúde, as estratégias utilizadas nesse processo e os fatores que influenciam essa prática. A organização pesquisada, o Hospital de Reabilitação de Anomalias Craniofaciais da Universidade de São Paulo (HRAC/USP), situado em Bauru (SP), atende a pacientes de todas as regiões do país, estabelecendo um relacionamento com os usuários por um tempo variável entre 18 a 20 anos devido à característica de sua atuação, a reabilitação das anomalias craniofaciais e dificiências auditivas. Considerou preceitos teóricos nas áreas de origens e panorama dos sistemas de atenção à saúde, o poder representado pela detenção da informação nesse contexto, comunicação em saúde, práticas comunicativas em ambiente hospitalar, cultura e comunicação organizacional, e vínculos sociais e organizacionais, em contraponto com a realidade instalada no campo de observação. Na pesquisa de campo foram entrevistados 80 indivíduos, sendo 40 trabalhadores em saúde. De suas percepções, foi possível identificar como ocorre o diálogo no HRAC-USP no contexto do relacionamento entre ambos os atores sociais, suas consequências tanto na prática profissional dos trabalhadores como na reabilitação dos usuários, e também na construção da autoimagem dos usuários enquanto cidadãos. Ao mesmo tempo, o trabalho se preocupou em identificar as ações de comunicação nesse panorama e as percepções dos grupos amostrais sobre o papel da gestão da comunicação nesse contexto / Abstract: The present study analyses the relationship dynamics between users citizens of the public health care and a public teaching hospital through the angle of communication. The established focus is the dialog practiced in a hospital environment on healthcare services, the strategies used in this factors that influence this practice. The organization researched, the Hospital for Rehabilitation of Craniofacial Anomalies of the University of São Paulo (HRAC-USP), located in Bauru (state of São Paulo), treats patients of all regions of the country, establishing a relationship with the users for a variable time of 18 through 20 years due to its acting characteristics, the rehabilitation of craniofacial anomalies and hearing disorders. This work considered theoretical percepts on the scenario of healthcare systems and its origins, the power represented by information retaining on this context, communications in health, communicative practices on hospital environment, culture and organizational communications, and organizations bonds, in opposite to the reality of installed on the observation field. 80 individuals were interviewed on the research field, being 40 users and 40 health professionals. From their perceptions, it was possible to identify how the dialog occurs in the HRAC-USP on the context of relationship between both social actors, its consequences on the professional's practice as much as user's rehabilitation, and also on the construction of the user's self-image construction as citizens. At the same time, this work tried to identify the communication actions on this scenario and the perceptions of sample groups about the role of communication managment on this context / Mestre

Issue: Swedish institutions of higher education experiences higher pressure from the surrounding society to follow development and continuously renew themselves. As an example of government owned organisations that are complex, decentralised and professional, organisations such as universities, are working towards unclear and vague goals. Conditions that could worsen the potential of achieving goal congruence, which is considered critical for all organisations, there for prevails. According to previous research internal communication is critical under these conditions. Purpose: The purpose of this study is to provide in-depth knowledge of how Swedish institutions work with internal communication of unclear goals and how the internal communication of unclear goals affects the organization's goal congruence. Conclusion: What was identified as interesting is that in spite of lack of internal communication goal congruence could prevail in the studied organisation. Since management chooses not to clarify goals they give each member of the organisation an opportunity to relate, interpret and work towards the goal in their own way. A viewpoint affected by the organisational structure of universities as decentralised and professional organisations. Through having unclear goals in this type of organisations goal congruence can prevail even without a well functioning internal communication. Knowledge Contributions: The results of this study disprove previous research that of internal communication is critical for goal congruence when having unclear goals. The results can be generalised to other organisations in similar context and conditions as the studied organisation, but first and foremost to other universities as complex, decentralised and professional organizations with unclear goals. / Problemställning: Svenska lärosäten möter allt högre krav från det omgivande samhället att följa samhällsutvecklingen och förnya sig. Som exempel på statliga myndigheter är lärosäten komplexa, decentraliserade och professionella organisationer som arbetar mot otydligt och vagt formulerade mål. Därmed råder förutsättningar som har potential att försämra organisationens målkongruens, något som anses viktigt för att alla organisationer ska nå sina mål. Tidigare forskning visar på intern kommunikation blir kritisk under dessa förhållanden. Syfte: Syftet med studien är att bidra med fördjupad kunskap om hur svenska lärosäten arbetar med intern kommunikationen av otydliga mål och hur den interna kommunikationen av otydliga mål påverkar organisationens målkongruens. Slutsats: Det som identifierades intressant är att trots bristande intern kommunikation så råder målkongruens. Ledningen väljer att inte tydliggöra mål för att ge medarbetare en möjlighet att förhålla sig, tolka och arbeta med målet på sitt sätt. Ett synsätt som påverkas av att lärosäten är decentraliserade och professionella organisationer. Genom att ha just otydliga mål i denna typ av organisationer kan därför målkongruens råda även utan en väl fungerande intern kommunikation av målet. Kunskapsbidrag: De resultat som den här studien visar på motbevisar tidigare forskning om att intern kommunikation är kritisk för målkongruens vid otydliga mål. Resultaten kan generaliseras till andra organisationer med liknande förutsättningar och kontext som den undersökta organisationen. Då i första hand till andra svenska lärosäten som komplexa, decentraliserade och professionella organisationer med otydliga mål.

Internal marketing and internal communication are essential tools to align em-ployees’ mindsets with the necessary tasks which bring about employee satis-faction and organisational prosperity. Electronic newsletters serve as an internal marketing communication medium which can convey the necessary information to employees regarding the organisation’s goals and objectives. They also act as a medium to build relationships with employees and encourage improved service delivery and customer-oriented employee mindsets. Employees’ willingness to make use of electronic newsletters for the purpose of disseminating organisational information is an indication of employees’ acceptance of the organisational information and use thereof in performing organisational tasks successfully as the organisation intends. The purpose of the current study was to determine employees’ acceptance of electronic newsletters, as an internal marketing communication medium, in order to disseminate organisational information which contributes to the attainment of organisational goals, objectives and success. An empirical study was conducted to determine employees’ acceptance of elec-tronic newsletters by means of an adapted technology acceptance model, self-administered, e-mail survey disseminated to employees of a higher education institution. The study followed a quantitative research approach, utilising re-gression in the analysis of the data. Based on the research results, employees do accept the electronic newsletter for the dissemination of organisational information, albeit with suggestions on how it can be better utilised in future. / Business Management / M. Com (Business Management)