Internal communication in a university center: an analysis of the perception of leaders, managers and administrative collaborators on the flows and processes of internal communication

Abstract

This investigation aims to analyze the perception of leaders, managers and administrative employees about internal communication flows and processes in a university center. Exploratory research with a qualitative approach was carried out, the Institution is located in the north of Rio Grande do Sul. For the collection of primary data, semi-structured interviews and focus groups were carried out. Secondary data were obtained through the Institutional Development Plan (PDI). Data triangulation was performed throughout the data analysis process, always in the light of theory, in the field of internal communication (SANTOS, 2017). The main results showed that employees know the institutional objectives, perceive the positive points of internal communication, the improvements it provides, but internal communication has flaws. The predominant flow of internal communication is vertical downward. The use of twenty channels at the University Center was mapped, the preferred ones being e-mail, telephone and face-to-face. Digital channels streamline and facilitate communication, but there is a concern with rational use. Social networks, in the perception of the research members, should not be used in the work environment.