Welcome to this

presentation
Researchers and Presenters
Archana B
Janice A
Dolly K
1

Internal Communication and

the management of change at
Open University

Research

For some knowledge

What is internal communication?
Ana Tkalac Veri et al. (2012) - Internal
communication is an interdisciplinary function
integrating elements of human resources
management, communication and marketing.

What is change?
According to the online oxford dictionary, a
change is An act or process through which
something becomes different. Considering this
definition, we can conclude that a change in a
company can be a change of brand, of products or
even a change of the board of management. This
is why internal communication is important, in
order to convey this change to the whole
company. Whatever the importance of the
change, it needs to be communicated.
5

Who are concerned?

Any internal change concerns everyone who
works for the company, or who have any internal
interest in it.
How is it important?
Internal communication is seen as being an
empowering function that makes an organization
work. You can see it as the oil that helps smooth
the running of your organization or a bridge that
creates links between people and functions.
6

Internal communication
Tools

Bulletin boards
Cafeteria postings
Change booklets
Corporate newsletters
(feature section)
Demonstrations
Department or enterprise
meetings
Emails
Faxes
Focus groups
Frequently asked questions

Internal paper memos

Intranet pop-ups
Leaflets
One-on-one meetings
Posters
Presentations
Project newsletters
Team meetings
Town Hall meetings
Training courses
Videos
Voicemails
Webcasts
Website (Intranet)
Word of mouth
Workshops

Background of Open University

Reduit Campus

Curepipe Campus

Structure of the Organization

List of Departments/Units at the Open University of

Mauritius

Admission Department,
Graphics, Printing and Publishing Department
IT Unit
Exam Unit
Marketing and PR Unit
LRC (Resource Centre)
Open Registry (attendants, drivers)
Human Resources
Academic Affairs
Confidential
Audio Visual Production
Engineering
Open School
Finance
Stores
Procurement

10

Departments and
Number of staff

11

12

What are existing communication tools

being used by OU staff at the moment ?

13

 Notice Board
Staff Meeting (if general)
Meeting with Head of Depts (if it concerns
only the head of Depts and they will pass on
the message if necessary)

Letters (for certain cases) eg informing about

contract or if its confidential
Memos

14

15

Situation Analysis
Prior to change
Open University is situated in a building which
was previously occupied by MCA (Mauritius
College of the Air). The physical structure of the
existing building had not been modified to suit the
operations of the Open University. As such, it had
to adapt its functions according to the available
space.

Located at the heart of a busy tertiary education

environment Open University had three
unfortunately cases of burglary. These incidents
prompted the need for Open University to take
precautionary measures.

16

The change -CCTV cameras were installed

No department meetings had been done to
inform the general staff about this need
On the day that the CCTV cameras were being
installed, the Engineering department placed a
notice on the notice board to inform the staffs
that they are installing cameras.
Installed the cameras in strategic places lobby, computer lab, finance Dept
Reaction of the staffs:

Surprised
Affected their personal space & time
Annoyed
Some dont mind at all
Angry

17

18

The Goal of this study

The aim of our research is to identify the existing
internal communication processes at OU and
analyse their impacts on the employees during
the/a process of change

19

Our objectives of this study

To improve internal communication processes
within the different departments
To build awareness of the importance of an
effective communication for internal staff
To devise a two-way communication process
during change

20

Interview questions
Time span : 2 weeks

How do you receive information

from the management?

Mail

Sms

Memo

Word of mouth

Billboard

Newsletter

Fax

Posters

Meetings

Website (intranet)

Presentations

None of the above

21

 How did you first come to know about the

installation of the CCTV Cameras?
Change process in the case of the
implementation of CCTV?
How was the process of installing the cameras
communicated to you?
What are your views? How do you feel about the
change?
Do you think that the internal communication in
Open University must be improved? If yes, How?
(Suggest) If no, Why? (Give reason)
Open University does not have a Communication
Department. Do you think that creating a
Communication Department will be helpful for
communication processes?
If yes, please explain in what ways it might

22

Findings

Memo

80%

Word of mouth

20%

23

How was the process of installing the cameras communicated to

you?

24

What are your views?

25

Do you feel concerned that you were not

informed? How do you feel about the change?

26

Do you think that the internal communication in

Open University must be improved? If yes,
How? (Suggest) If no, Why? (Give reason)

27

SO?
Most of the employees believed that they should
have been consulted prior to this change as they
feel their advice can contribute to decisions.
They are not clear about the reason behind the
installation of the cameras
Some are not unhappy about the change but they
would like the management to communicate more
frequently to them.

28

Be Strategic!
Strength : the people,
accessibility to tools.
Weakness: lack of planning,
lack of involvement of
employees
Opportunities : an academic
environment where there is
the possibility of training for
improving (resources)
Threats : Uninformed
employees are unhappy
employees and they will be
less productive and this will
impact on the image and
reputation of the university
29

Hence, all strategies should be able

to
Understand the challenge of the need for
communication
Conduct a communication Audit talking to
employees about the communication channel is
important
Package and position- craft the message by
choosing the right words for the context
Map the Audience It is important to know who is
concerned about this message
Plan for how you will receive feedback about
success or faillure of communicating
Communicate and wait for feedback
Evaluate and Prepare for next

30

STRATEGIC SOLUTIONS
Each Department must assign a
person in charge to mediate info
and direct feedback back to the
communication source
Establish a rule about which
medium must be used for
different types of
communication needs.
A system of reminder must be
established
A Departmental Breakfast
Meeting of 15mins must be
scheduled every Friday
Mornings 09:15am 09:30am to
discuss weekly grievances and
matters

A review survey must be planned

and scheduled every Quarterly so
as to monitor communication
strategies and work, understand
cases where a communication
went wrong, consider feedback,
develop, implement and maintain
processes.
Departmental meetings must be
done to discuss findings and
remedial measures after the
survey
A structured Communication
Department must be established
(which will concern internal
communication only)

31

Rules for a Tactical

approach for
implementing
strategies!
1. Identify the common
culture needed/wanted
2. Identify the available
communication tools
3. Determine what tools
are suited to which
goals
4. Develop a
description of how each
tool will be used.
5. Plan for remediation
6. Plan for
Implementation
7. Implement
8. Continuously Monitor
and Revise strategies

1.The company thus must know its values, principle

and behaviors to adopt, so that the mission and
vision is achieved.
2 identify those which are better for the organization
3 Some tools are best suited to certain types of
goals and not to others
4 The people "in charge" of the communication tools
in the company must be aware of how specific tool
fits any situation.
5New situations mean new challenges
6be organized; who will do what, and when it will be
done
7. Make it happen
8 use annual surveys to assess whether progress is
being made, and solicit additional ideas.
32

Time taking processes

33

34

Same people, New responsibilities

Reminder: In each department a person will be assigned
to monitor information flow.
The person assigned must have certain qualities Proficiency in spoken and written English and French
A good record of punctuality
Ability to be diplomatic to handle people of different
temperament
Organized
Should be able to influence the department members
(leadership qualities)
Might not necessarily have a degree in communication
but must have an outspoken character

35

Feasibility

36

As a conclusion The strategies and Tactics should be able to :

To improve internal communication processes
within the different departments
To build awareness of the importance of an
effective communication for internal staff
To encourage a communication process where
feedback is also present

37

Thank you

38