The effects of internal communication on institutional success : a case study of a selected University of Technology

Abstract

This study, is grounded in Quirke’s internal communication framework and using Durban University of Technology (DUT) as a case study, investigates the role of effective internal communication in enhancing employee relations, employee engagement, and diversity management to drive institutional success within Higher Education Institutions (HEIs). Employing a quantitative research design, the study utilised a pre-coded, structured questionnaire with closed-ended questions, organized into specific main themes aligned with the research objectives. The target population comprised DUT employees, and a simple random sampling method was used to select 310 participants, comprising both administrative and academic staff. The data was analysed using descriptive and inferential statistics, including factor analysis and structural equation modelling (SEM). Findings indicate that communication practices are generally perceived as positive, but highlight concerns regarding decision-making participation and feedback mechanisms. Principal Component Analysis (PCA) identified four key components: internal communication and engagement, continuous feedback and goal attainment, communication clarity and attainment, and work environment satisfaction and engagement. The SEM analysis provides valuable insights into the complex interplay between communication variables and their impact on employee engagement and goal attainment. These insights suggest that targeted communication strategies focusing on clarity, inclusivity, and support can significantly enhance workforce engagement and alignment in HEIs. The study emphasises that improving clarity in communication channels and fostering a supportive communication environment can positively influence employee engagement and goal attainment in HEIs. Additionally, promoting inclusive communication practices can further amplify these effects by facilitating a more transparent and participative communication culture in institutions of higher learning. This research contributes to organisational communication theory advancement by empirically validating the relationships outlined in Quirke’s Progression of Internal Communication Framework in the context of HEIs. By elucidating the mechanisms through which communication channels, supportive communication environment, clarity in communication, and inclusive communication influence employee engagement, employee relations, diversity management and ultimately goal attainment, the study provides fresh dimensions on internal communication dynamics, and their implications for higher institutions’ success.