Analysing Internal Organisational Communication at The University of Nairobi Library System

Abstract

Internal organisational communication plays an important role in facilitating effective and efficient library operations and service delivery. However, over the years, the University of Nairobi library system, scattered across six campuses, has registered many complaints, both from the Library staff and users of information services, due to poor internal organisational communication. The aim of this study was, therefore, to analyse the existing internal organisational communication at the University of Nairobi library system with a view of suggesting ways in which it can be enhanced. The objectives of the study were: to identify the forms and channels of internal communication used at the University of Nairobi library system in the execution of library operations and services; to determine the effectiveness of the used forms and channels of internal communication on the execution of library operations and services; to establish the internal communication policy framework governing internal communication at the university library system; to explore the challenges associated with the use of the existing forms and channels of internal communication in the execution of library operations and services; and to suggest ways of optimising the use of forms and channels of internal communication to enhance library operations and services. The study population was composed of various cadres of University of Nairobi Library staff stationed at the six campuses. Out of 167 members of the library staff, 45 were purposefully and randomly selected to form the study sample. Data was collected using face-to-face interviews and documentary reviews. Data was analysed thematically and presented by use of descriptive statistics. The study was informed by Adams and Hamm strategic communication model. The findings of the study revealed that internal organisational communication was largely inadequate due to variations in communication practices in the various branches of the Library, and an inefficient internal communication policy. The study recommends an establishment of internal communication policy framework for the library cascaded from the University policy and conducting of regular monitoring and evaluation assessments with a view to establish robustness and build stronger evidence base for internal communication in the libraries. The study subsequently recommends a review of the existing communication policy and streamlining of the internal communication practices to improve library operations and services