Efficiency Evaluation of Internal Communication Channels Used in PTT Exploration and Production Public Company Limited
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Published:
Jan 30, 2018
Keywords:
Internal communication Communication channels Engagement Satisfaction Employees
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Abstract
The objective of this research was to analyze different channels used in PTT Exploration and Production Public Company Limited to communicate with their employees based on the current internal communication strategy. The analysis focused on the efficiency of traditional communication channels in comparison with digital channels including social media in terms of its achievement of satisfaction and engagement with employees. Also, this research identified the different media mix including social media on how they play an increasing role in company. One hundred respondents who were PTTEP employees, aged between 25-60 years old, who have at least 2-3 years of working experience from different employment categories; Management, Professional Officer, Technical Officer and Staff were asked to participate in experiment and interview method. Results show that employees realize the importance role of new method of communication used by company. They mentioned that the day-to-day communication between company and employees occurs regularly through corporate email and intranet system. Employees at all levels have their own preferred choice of channels for getting the information if it is related to working issues. Moreover, employees were satisfied with the internal communication process that is conducted by various channels. They agreed that social media is the online communications that can be easily created, edited and shared between company and employees or among teams of employees working together.
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References
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Schein, E. H. (1985). Organizational culture and leadership. San Francisco: Jossey-Bass.
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Shandwick, W. (2014). The social CEO: Executives tell all. Retrieved November 4, 2016, from http://www.webershandwick.com/uploads/news/files/Social-CEO-Study.pdf
Sharma, N., Kamalanabhan, T. J. (2012). Internal corporate communication and its impact on internal branding, Corporate Communications. An International Journal, 17(3), 300-322.
Sias, P. M. (2005). Workplace relationship quality and employee information experiences. Communication Studies, 56(4), 375-395.
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Smidts, A., Pruyn, A., & Riel, C. (2001). The impact of employee communication and perceived external prestige on organizational identification. Academy of Management Journal, 49(5), 1051-1062.
Snyder, J., & Lee-Partridge, J. E. (2013). Understanding communication channel choices in team knowledge sharing, Corporate Communications. An International Journal, 18(4), 417-431.
Speck, P.S., & Elliott, M. T. (1997). Predictors of Advertising Avoidance in print and broadcast media. The Journal of Advertising, 26(3), 61-76.
Stacks, D. W., Hickson, M., & Hill. S. R. (1991). Introduction to communication theory. Ft. Worth, TX: Holt, Rinehart & Winston.
Stewart, W. D., & Zhao, Q. (2000). Internet Marketing, Business Models, and Public Policy. Journal of Public Policy & Marketing, 19(2), 287-296.
Taylor, F. W. (1911). The principles of scientific management. New York: Harper & Row.
Thomas, C. E., Richmond, V. P., & McCroskey, J. C. (1994). The association between immediacy and socio communicative style. Communication Research Reports, 11, 107-115.
Tkalac, V., Vercic, D., & Sriramesh, K. (2012). Internal communication: Definition, parameters, and the future. Public relations review, 38(2), 223-230.
Tourish, D., & Hargie, C. (1996). Internal communication: key steps in evaluating and improving performance, Corporate Communications. An International Journal, 1(3), 11-16.
Tsai, Y. (2011). Relationship between organizational culture, leadership behavior and job satisfaction. BMC Health Services Research. Retrieved October 20, 2016, from http://www.readcube.com/articles/10.1186/1472-6963-11-98
Uusi-Rauva, C., & Nurkka, J. (2010). Effective internal environment-related communication: an employee perspective, Corporate Communications. An International Journal, 15(3), 299-314.
Waldeck, J. H., Seibold, D. R., & Flanagin, A. J. (2004). Organizational assimilation and communication technology use. Communication Monographs, 71(2), 161-183.
Watson Wyatt Worldwide. (2004). Connecting organizational communication to Financial performance: 2003/2004 communication ROI study (Catalog No. w-698).
Watson Wyatt Worldwide. (2007). Employee perspectives on health care: voice of the consumer. (Catalog No. 2007-US-0094).
Welch, M., & Jackson, P. R. (2007). Rethinking internal communication: a stakeholder approach, Corporate Communications. An International Journal, 12(2), 177-198.
Wissink, K. (2014). The influence of internal communication on textual and organizational outcomes in a home care organization (Unpublished master’s thesis). University of Twente, Netherlands.
Wood, J. (1999). Establishing internal communication channels that work. Journal of Higher Education Policy and Management, 21(2), 135-149.
A review study. International Journal of Business and Social Science, 6(12), 168-193.
Badea, M. (2014). Social Media and Organizational Communication. Procedia-Social and Behavioral Sciences, 149, 70-75.
Berger, B. K. (2008). Getting communications on senior management’s agenda. In P. Williams (Ed.), Employee communication: The comprehensive manual for those who communicate with today’s employees (pp. 97-114). Chicago: Ragan Communications.
Bordeianu, A. (2012). PR traditional vs. PR online. Retrieved from http://tehnicimediatice.
wordpress.com/2012/01/12/prtraditional
Coelho, F., Easingwood, C., Coelho, A. (2003). Exploratory evidence of channel performance in single vs multiple channel strategies. International Journal of Retail & Distribution Management, 31(11), 561-573.
Corporate Communication and Reputation Division, PTTEP. (2013). PTTEP Corporate Communication. Bangkok, Thailand: PTTEP.
Corporate Communication and Reputation Division, PTTEP. (2013). PTTEP Corporate DNA (Brand Strategy). Bangkok, Thailand: PTTEP.
Corporate Communication and Reputation Division, PTTEP. (2015). PTTEP Employee Relations. Bangkok, Thailand: PTTEP.
Costea, M. (2012). Social media and organizational communication. Retrieved November, 7, 2016, from http://www.sciencedirect.com/science/article/pii/S1877042814048769
Danaher, P. J., & Rossiter, J. R. (2011). Comparing perceptions of marketing communication channels. European Journal of Marketing, 45(1), 6-42.
Dura, H. (2014). What is Multichannel Communications?. Retrieved November 6, 2016, from http://www.neopost.ca/en/What-is-Multichannel-Communications
Jay, A. (1976). How To Run a Meeting. Retrieved October 20, 2016, from https://hbr.org/
1976/03/how-to-run-a-meeting
Johnson, W., & Frank, P. (1997). Joining Together: Group Theory and Group Skills. Boston: Allyn and Bacon.
Jones, M. (2015). Five ways to improve internal communications in your organization. Retrieved October 28, 2016, from https://www.collaboris.com/five-ways-to-improve-internal-communications-in-your-organisation-2
Kalla, H. K. (2005). Integrated internal communications: a multidisciplinary perspective, Corporate Communications. An International Journal, 10(4), 302-314.
Larkin, T. J., & Larkin, S. (1994). Communicating change: How to win employee support for new business directions. New York: McGraw-Hill.
Lee, S. Y. (2016). How can companies succeed in forming CSR reputation?, Corporate Communications. An International Journal, 21(4), 435-449.
Lihra, T., Graf, R. (2007). Multi-channel communication and consumer choice in the household furniture buying process, Direct Marketing. An International Journal, 1(3), 146-160.
Lipiäinen, H. S. M., Karjaluoto, H. E., Nevalainen, M. (2014). Digital channels in the internal communication of a multinational corporation, Corporate Communications. An International Journal, 19(3), 275-286.
MacLeod, D., & Clarke, N. (2009). Engaging for success: Enhancing performance through employee engagement. Retrieved October 28, 2016, from http://engageforsuccess.org/
engaging-for-success
Mayo, E. (1933). The human problems of an industrial civilization. Cambridge, MA: Harvard University Press.
McGregor, D. (1960). The human side of enterprise. Boston: McGraw Hill.
McLuhan, M. (2001). Understanding media: The extensions of man. New York: Routledge.
Menke, J. (2007). The UK Fast Moving Consumer Good (FMCG) Business. VDM Verlag Dr. Muller e. K, Lightning Source Inc.
Men, L. R. (2013). Engaging Employees: Effectiveness of Traditional vs. New Media Channels. Retrieved November 8, 2016, from http://www.instituteforpr.org/engaging-employees-effectiveness-traditional-vs-new-media-channels
Men, L. R. (2014). Strategic employee communication: transformational leadership, communication channels, and employee satisfaction. Management Communication Quarterly, 28(2), 264-284.
Men, L. R. (2015). The internal communication role of the chief executive officer: Communication channels, style, and effectiveness. Public Relations Review, 41, 461-471.
Men, L. R., & Hung-Baesecke, C. F. (2015). Engaging employees in China, Corporate Communications. An International Journal, 20(4), 448-467.
Mergel, I. (2013). A framework for interpreting social media interactions in the public sector. Government Information Quarterly, 30(4), 327-334.
Middleberg, D. (2001). Winning PR in the wired world: Powerful communications strategies for the noisy digital space. New York: McGraw-Hill.
Miller, K. (2012). Organizational communication: Approaches and processes. Boston, MA: Wadsworth Cengage Learning.
Padgett, L. (2013). Your best game face. Information Today, 30(1), 25.
Pigors, P. J. (1949). Effective communication in industry: What is its basis?. New York: National Association of Manufacturers.
Rabinowitz, P. (2016). Promoting internal communication. Retrieved November 5, 2016, from http://ctb.ku.edu/en/table-of-contents/leadership/effective-manager/internal-communication/main
Robson, J. A., & Tourish, D. (2005). Managing internal communication: an organizational case study, Corporate Communications. An International Journal, 10(3), 213-222.
Ross, S. M., & Morrison, G. R. (2001). Getting started in instructional technology research (3rd ed.). Bloomington, IN: Association for Educational Communication and Technology.
Ross, S. M., Smith, L. S., & Morrison, G. R. (1991). The longitudinal influences of computer-intensive learning experiences on at risk elementary students. Educational Technology Research & Development, 39(4), 33-46.
Saunders, M., Lewis, P., & Thornhill, A. (2007). Research Methods for Business Students, fourth edition. FT Prentice Hall: financial times.
Schein, E. H. (1985). Organizational culture and leadership. San Francisco: Jossey-Bass.
Sedej, T., Justinek, G. (2014). Social media in internal communication: a view from senior management. Social media in human resource management, 83-95.
Shandwick, W. (2014). The social CEO: Executives tell all. Retrieved November 4, 2016, from http://www.webershandwick.com/uploads/news/files/Social-CEO-Study.pdf
Sharma, N., Kamalanabhan, T. J. (2012). Internal corporate communication and its impact on internal branding, Corporate Communications. An International Journal, 17(3), 300-322.
Sias, P. M. (2005). Workplace relationship quality and employee information experiences. Communication Studies, 56(4), 375-395.
Sitkin, S. B., Sutcliffe, K. M., & Barrios-Choplin, J. R. (1992). A dual-capacity model of communication media choice in organizations. Human Communication Research, 18, 563-598.
Smidts, A., Pruyn, A., & Riel, C. (2001). The impact of employee communication and perceived external prestige on organizational identification. Academy of Management Journal, 49(5), 1051-1062.
Snyder, J., & Lee-Partridge, J. E. (2013). Understanding communication channel choices in team knowledge sharing, Corporate Communications. An International Journal, 18(4), 417-431.
Speck, P.S., & Elliott, M. T. (1997). Predictors of Advertising Avoidance in print and broadcast media. The Journal of Advertising, 26(3), 61-76.
Stacks, D. W., Hickson, M., & Hill. S. R. (1991). Introduction to communication theory. Ft. Worth, TX: Holt, Rinehart & Winston.
Stewart, W. D., & Zhao, Q. (2000). Internet Marketing, Business Models, and Public Policy. Journal of Public Policy & Marketing, 19(2), 287-296.
Taylor, F. W. (1911). The principles of scientific management. New York: Harper & Row.
Thomas, C. E., Richmond, V. P., & McCroskey, J. C. (1994). The association between immediacy and socio communicative style. Communication Research Reports, 11, 107-115.
Tkalac, V., Vercic, D., & Sriramesh, K. (2012). Internal communication: Definition, parameters, and the future. Public relations review, 38(2), 223-230.
Tourish, D., & Hargie, C. (1996). Internal communication: key steps in evaluating and improving performance, Corporate Communications. An International Journal, 1(3), 11-16.
Tsai, Y. (2011). Relationship between organizational culture, leadership behavior and job satisfaction. BMC Health Services Research. Retrieved October 20, 2016, from http://www.readcube.com/articles/10.1186/1472-6963-11-98
Uusi-Rauva, C., & Nurkka, J. (2010). Effective internal environment-related communication: an employee perspective, Corporate Communications. An International Journal, 15(3), 299-314.
Waldeck, J. H., Seibold, D. R., & Flanagin, A. J. (2004). Organizational assimilation and communication technology use. Communication Monographs, 71(2), 161-183.
Watson Wyatt Worldwide. (2004). Connecting organizational communication to Financial performance: 2003/2004 communication ROI study (Catalog No. w-698).
Watson Wyatt Worldwide. (2007). Employee perspectives on health care: voice of the consumer. (Catalog No. 2007-US-0094).
Welch, M., & Jackson, P. R. (2007). Rethinking internal communication: a stakeholder approach, Corporate Communications. An International Journal, 12(2), 177-198.
Wissink, K. (2014). The influence of internal communication on textual and organizational outcomes in a home care organization (Unpublished master’s thesis). University of Twente, Netherlands.
Wood, J. (1999). Establishing internal communication channels that work. Journal of Higher Education Policy and Management, 21(2), 135-149.