Inland Regional Center: An Analysis of Organizational Communication of Policy

Abstract

Purpose. The purpose of this study was twofold: (a) to explore Inland Regional Center’s employees’ experiences with communication, awareness, and accessibility of organizational policies and (b) to analyze the surveyed employees’ perceptions of communication of organizational knowledge within the existing structure and their ability to use the information in meaningful ways. Theoretical Framework. Organizational information theory (OIT) and adaptive structuration theory (AST) presented unique and complementary lenses to examine organizational communication: OIT as a viable starting point of the communication process overall and AST building upon the relationships among policies, technology, and change. Methodology. A mixed methods explanatory sequential research design was used to gather information on existing communication of policy processes. First, in the quantitative phase, participants were surveyed to assess satisfaction levels regarding the agency’s communication of organizational policy and policy access. Second, in the qualitative phase participants’ perspectives of structure and internal communication systems were used to build upon and inform the quantitative portion of the study. Findings. The data indicated some inconsistencies between awareness of and access to policy. Participants identified various perspectives regarding structure and policy communication with some level of contrast between management participants and nonmanagement participants. The interviews conducted during the qualitative portion of the study provided some explanation for the awareness and access discrepancy and the role of information technology. Themes emerged from the interviews that highlighted, in part, participants’ viewpoints that the structure in relation to policy communication is flawed, inconsistent, and hierarchical, resulting in a trickle-down, last-to-know environment. Responses to interview questions reflected participants’ openness to information technology processes, additional training, and a desire to do their jobs effectively. Conclusions and Recommendations. Those who manage communication processes must consider innovative and valuable means to communicate information related to policy. As a starting point, policies must be current, and employees must be able to interact with technology easily to access these policies. A system or platform that houses all the information employees need, regardless of department or role, may enhance efficiencies and knowledge and fill the gaps between access and awareness.