An Analysis of the Internal Communication Flow of Organisations: A Case Study of the Social Security and National Insurance Trust (SSNIT).

Abstract

Communication is regarded as the key to the success of every organization. Internal communication is the process used to interpret and communicate organizational strategies and goals. Through effective internal communication strategies, employees are well equipped with relevant information which will enable them to adequately address customer issues leading to improved customer satisfaction. Therefore, the importance of effective internal communication cannot be overemphasized. This study investigated the internal communication flow within the Social Security and National Insurance Trust (SSNIT), Ghana. It adopted a mixed method research design, which involved the administration of questionnaires and interviews to the staff of SSNIT who constituted the respondents and participants respectively in the study area. The responses of the respondents and participants were analysed thematically. The result of the investigation revealed the need for improved internal communication within the organization. Management staff who were interviewed revealed that although internal communication is the role of the Corporate Affairs Department, it is also the responsibility of all staff members. A high number of neutral responses was received from the study participants, suggesting a disillusionment rising from ineffective internal communication practices within the organization. The study recommends that management staff should make internal communication a priority by undertaking frequent evaluations, assessments and audit of the approaches and outcomes of communication practices. In addition, management staff must maintain open door policy, approachable and accommodating towards staff members of the organization.