Effective Internal Communication with Digital Channels : A case study in Sweden

Abstract: Background: Much has happened in information technology in the last decade, and the amount of information someone can be exposed to is enormous. There are many digital information channels today used at different organizations. This research study has investigated which channel is used the most, and if there are any methods for handling the flow of information. With these tools and methods, together with a sufficient literature review a proposed model was developed to aid organizations with their information flow. Aim: To conduct research in the field of internal communication with focus on digital channels, to finally come up with what tools and methods can be used for improved internal communication, and to propose a model for this. Method: Three sources of data collections have been used. The first one is semi-structured interviews, where six volunteers have participated, the age ranging from 31-60. The targeted volunteers were the managers, and the employees of the organizations. The second is surveys where 14 volunteers contributed, where we used snowball sampling. The third is a document study that consists of research-generated literature review. Results/Conclusion: Our analysis concluded that the most useful tools for communicating with digital channel sare, namely, email, intranet and telephone. However, the usefulness of the tools decline rapidly when too much unnecessary information flows in the wrong channels. What this research study came up with regarding contribution was an easy to use four step model to be able to classify the information and use the correct channel for it. Working alongside this model, will help with minimizing information overload in the channels used for communication. It is also important from an organization perspective when onboarding employees to learn which channels are used for which kind of information.