THE INFLUENCE OF INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) ON INTERNAL COMMUNICATION OF AN ORGANIZATION

A CASE STUDY OF NATIONAL SOCIAL SECURITY FUND KIREKA BRANCH

ABSTRACT

This study sought establish influence of ICT on internal communication of an organization and a case study of National Social Security Fund (NSSF) kireka branch. The study was guided by the following objectives; to establish the different forms of ICT used in internal communication of an organization, to determine the influence of ICT on written communication within an organization and to determine the influence of ICT on verbal communication within an organization.

The researcher employed descriptive research design and qualitative approach to data collection and analysis. A sample of 25 respondents from the various departments was gotten using stratified random sampling with the use of self administered questionnaires.

The results indicates that the different forms of ICT used in internal communication at NSSF are  phones, memos (Internal memo), printed letters , E-markets, EFT, Laptops, while other forms of ICT used include projectors, Email, E-catalogues and EDI, all these are essential in enhancing effective internal communication at NSSF.

In addition the influence of ICT on written communication within an organization includes allowing communication to be reproduced and viewed on internet and email reduces errors in communication, Reduces on time spent, enhancing sharing of information between top management and  subordinates.

The study also shows that the influence of ICT on verbal communication includes; enhancing speed in communication, improvement of communication within the supervision line of NSSF, and facilitation of language development.

The study recommends that the management of NSSF Kireka branch should train some of the employees who are not conversant with the use of different ICT techniques; this will help in reducing on the communication gap that exists in the organization; and will also helps in ensuring that top management will be able to send information to the subordinates accurately.

CHAPTER ONE

INTRODUCTION

1.0 Introduction

This chapter presents the background to the study, statement of the problem, purpose of the study, research objectives, and research questions, scope of the study and significance of the study.

1.1 General Background to the study

Information and communication technology (ICT) covers vast areas of technologies such as mobile and wireless technology, telecommunications, software development, security. Intelligent systems etc. ICT has had a huge impact on industries, the community in general and our daily lives. ICT can be applied to many fields. One of the emerging applications in recent years is in logistics (Kwok Hung Lau and Haibo Huang 2012). Information and Communication Technology is fast becoming one of the main drivers of change, posing new strategic challenges (Somuyiwa, 2010). The business environment today has been undergoing unprecedented change and many companies are seeking new ways to stand out from the competition by sustaining their competitive advantage. In today’s highly competitive global marketplace, the pressure on organization’s to find new ways of creating and delivering value to customers is growing stronger. According to Chaffey (2007) Information and communication technology (ICT) involves the use of computers and telecommunication especially internet to send and receive information. Globally information and communication technology is of utmost importance, the total money spent on IT worldwide has been most recently estimated as US $3.5 trillion, and is currently growing at 5% p.a. doubling every 15 years, IT costs, as a percentage of corporate revenue, have grown 50% since 2002,Weele, etal (2010). Accordingly,   for   organization   and   human   as   a   social   being,   communication   has   a   vital   importance, whether pros or cons are an inseparable piece of life and also it has an important role on all activities aimed at gaining   organizational   objectives (Ada   et   al.,   2008).  

1.1.1 Information and Communication Technology adoption in developing countries

There are currently 1.2 billion people living under one dollar a day of which 70% are located in sub-Saharan Africa and south Asia. The two poorest regions of the world are also those with the lowest access to ICT, the business activities in these regions are also marred by corruption, fraud and as a result investors are reluctant to invest in these regions which have even worsened the situation of unemployment especially in the age bracket between 23 to 35 years. The gap in access to and use of ICT the so called digital divide often follows and reinforces existing inequality and poverty pattern. The digital divide has emerged both within countries , where the rich educated and young (often males) are most likely to use ICT  and between developed and developing countries, for example in march 2000 out of the 304 million people with internet access only 2.6 million were in Africa while 137 were located in the united states and Canada. By way of another illustration, the average OECD country has 11 times the per capita income of south Asian country but 40 times as many computers. (World Bank, 2004)

Overall research has concluded that developing countries benefit from ICT is more likely to accrue from consumption rather than production and it may take developing countries long to benefit fully from the information and communication technology which among many things has increased transparency in terms of improving communication with in organizations and in the business process, accelerated business activities, timely information sharing, and reduced barriers in doing business, (kraemer, 2004).

1.1.2 Communication within an organization

The   rise   of   globalization   developments   in   political,   social,   economic,   technological   areas   crucially affects   communal   and   organizational   lives   of   individuals   in   the   society.   In   parallel   with   these   developments organization      management       are obliged    to develop    new    management       techniques    to struggle   even    harder competition conditions.

The use of ICT in communication involves the use of internet, email, social media platforms like watts app, face book and telephones when conveying and organization information.

These  modern  management  techniques  to  a  large  extent  aim  to  raise  employees‟  performance  by  using   the  power  of   communication   (Erogluer,  2011). The beginning   of the universe was the beginning      of   communications.

There    was   no   beginning     which    was    devoid    of communication,   Thus, Communication facilitates transformation of the human society. Communication is a many-sided phenomenon that means different things to different people. It is a process of a means of access to the mind or thought of another.   According   to   Wilson   (1997),   communication   can   also   be   seen   as   a   reduction   of   uncertainty,   thus, communication is an exchange of meanings.

Accordingly,   for   organization   and   human   as   a   social   being,   communication   has   a   vital   importance, whether pros or cons are an inseparable piece of life and also it has an important role on all activities aimed at gaining   organizational   objectives (Ada   et   al.,   2008).

NSSF is a national savings scheme mandated by government through the NSSF Fund Act, cap 222 to provide social services to employees in Uganda, established by an act of parliament in 1985 (NSSF Records 2010). NSSF uses E-procurement for contracts to achieve benefits such as increased efficiency, cost savings, improved transparency in procurement services. Despite this benefits, it is faced with numerous procurement challenges, in the 2008 acquisition of 564 acre piece of land at 11 billion shillings NSSF was accused of procurement fraud due to failure to advertise procurement of that value, (New Vision 27 October 2008).

Prior to the integration of ICTs in managing workers’ savings, it was difficult for the savers to monitor the trend of their deposits on a regular basis. According to National Social Security Fund (NSSF) , Auditor general report, (2015), ICT helps workers and management with in NSSF and also enables them to coordinate with their  clients by facilitating the ability to send emails to customerservice@nssfug.org requesting for a password. Statements  an online feature implemented by National Social Security Fund (NSSF) as an initiative to serve NSSF members better on a more user-friendly, quicker and easier digital platform.

1.2 Statement of the Problem

According to the current trend of ICT development, Information and communication technology is an important tool to enhance efficiency and responsiveness in modern-day supply chains enhancing efficiency in communication by both top and the lower management and between one organization and another.

The introduction, implementation and usage of ICTs in organizational communications is usually motivated by an attempt to reduce costs. The objective is to obtain a more efficient communication system between the organizational management, and also between one company and the outside world.

In order to work hand in hand with customers to meet their day today organizational challenges and needs, Companies have been forced to make use of ICT for efficient communication with clients and coordination of activities. However these companies have faced various challenges in the adoption of ICT like high cost of acquisition, and increased risks of hacking of organizational details and communication systems by the competitors and Hackers, This has in return deteriorated the efficiency of organizational management in organizations Basing on this Background this study therefore intends to investigate into the influence of ICT on internal communication in an organization NSSF Kireka.

1.3 Purpose of the Study

The study sought to examine the influence of ICT on the internal communication of an organization a case of NSSF.

1.4 Research Objectives

1. To establish the different forms of ICT used in internal communication of an organization at NSSF.
2. To determine the influence of ICT on written communication within an organization?

• To determine the influence of ICT on verbal communication within an organization?

1.5 Research Questions

1. What are the different forms of ICT used in internal communication of an organization at NSSF?
2. What is the influence of ICT on written communication within an organization?

• What is the influence of ICT on verbal communication within an organization?

1.6 Scope of the study

The study scope covered the following aspects;

1.6.1 Study scope

The study scope covered the following aspects, the influence of ICT in internal communication of an organization at NSSF, the influence of ICT on written communication within an organization and the influence of ICT on verbal communication within an organization.

1.6.2 Geographical scope

The study was conducted at NSSF located at Kireka Kampala road.

1.6.3Time scope

The period of investigation was from February to September 30^TH2017.

1.7 Significance of the study

1. The study will enable future researchers with the information regarding the different forms of ICT used in communication.
2. The study will add on the existing literature information regarding other factors that affect internal communication at NSSF?

• The study will also help the management at NSSF have information regarding challenges of ICT adoption at NSSF.

1.8 Definitions of key terms

1.8.1 Information and Communication Technology

Information and communication technology refers to the use of automated machines especially computers in dealing with transactions that require interaction electronically between the sender and the receiver (Chaffey, 2007).

1.8.2 Internal communication

Internal communication refers to a process of sending and receiving information between organizational members.

CHAPTER TWO

LITERATURE REVIEW

2.1 Introduction

This chapter discusses what different scholars have written about impact of up and down communication on organizational performance.

2.2 Different forms of ICT used in communication

2.2.1 Electronic Data Interchange (EDI)

EDI is a technique based on agreed standards, which enables computers in different organizations to successfully send business information of transaction from one to another. They emphasize that EDI reduces on the lead-time simply because transactions are faster and more accurate (Lysons and Farrington, 2006).

According to Chaffey (2007), EDI involves business transactions like, placing orders, invoices, delivery and payment transactions. EDI works according to standards implying that the organizations using it have to agree on the systems and the soft ware that they are to use (Chaffey, 2007).

Chaffey (2007) identifies that EDI approach is associated with Electronic Point of Sale (EPOS) he cites an example in a supermarkets, when a product is purchased the check out operator scans the bar code on the label and automatically registers the price on the cash. In the same way in case of stock replenishment, the machine can order automatically as the stock reaches the re order level.

2.2.2 Electronic Fund Transfer (EFT)

According to Lysons and Farrington (2006), EFT is based non-electronic transmission of receipts and payments between banks and their customers or the purchasers and suppliers. It enables paperless payments to be made to suppliers “here money travels not paper”.  EFT involves automated digital transmission of money between organizations and banks. Lysons and Farrington (2006) state that the buying organization will make payment to the supplier using EFT, in a more convenient and accurate way.

According to Chaffey (2007), EFT is associated with the following advantages;

• Reduction of costs due to elimination of cheque writing receipt canceling.
• Increased speed of fund transmission. This is fast, accurate and safe.

2.2.3 Electronic Mail (e-mail)

E-mail is a process by which letters, orders or other documents are sent by a computer along telecommunication lines to appear on the Visual Display Unit (VDU) at their destination. They emphasize that incase buyers use this technique in the process of buying, sending and receiving of messages can take minutes instead of days. (leanders et-al, 1998)

According to Chaffey (2007), e-mail will be based on sending and receiving of electronic messages, he states that e-mail will be available in the internet for over 20 years.

Chaffey (2007) emphasizes that the recent innovation is the use of websites, which provide free         e-mail facilities, and does not require any software other than the web browser.

2.2.4 Smart Cards.

Smart cards are integrated circuit chips used to store customer specific information including electronic money. They have ability to provide intelligence and store significant amount of information of up to 20 pages of text.  Smart cards will be used to purchase goods or services, store information, and above all, they can be availed to all potential users.  (Lysons 2006)

According to Enslow (2006), smart cards provide effective and efficient means of storage and compatibility, especially with EDI, which facilitates easy movement and exchange of information. The global use of smart cards will depend on the introduction of global payment standards that are currently being developed.

2.2.5 Telephone

It is derived from the verb to phone which means to communicate or to talk by telephone. the word “telephone” adopted from the old Greek “Tele” that means afar, far off or at a distance, and the word phone comes from the Greek “Phone,” which means a sound or a voice. Telephone technology allows people to speak with each other regardless of where they are live.(Eatman, 2006). Generally, the conversation is closed to an informal talk involving small group of people or only two; the activity of talking in this way. The verb to converse refers to talk or to have a conversation with somebody. (Advanced Oxford Learner’s Dictionary, 2002).

Telephone is a tool that converts voice and other sound signals into a form that can be broadcast to remote locations and receives or reconverts waves into sound signals.(won,2012) The verb to phone refers to communicate (talk) by telephone. More indeed, the word “telephone” comes from the old Greek “Tele” which means afar, far off or at a distance ,while the word phone comes from the Greek “Phone” that means sound or voice. Telephone technology allows people to speak with each other regardless of where they are live, (Randy, 2013)

2.2.6 Using the Internet

The use of the internet in education, generally, and in teaching of English in particular is becoming popular nowadays. Thus, the internet creates enormous sources for learners to develop their communicative abilities, either by individualizing practice or by communicating with other learners. Many listening activities are presented online in different web sites; these activities help learners to improve their listening skill (Nuan, 2002). In general, ESP teachers have to use the internet in their classrooms to encourage and motivate learners to use English inside and outside classes also to make English a memorable part of their daily life. (Meskill, 1996).

It is obviously truth that the effective speaking depends on successful listening. For ESP learner, it is important to be skilled in both speaking and listening to become proficient collaborator in conversation. (White,1982) Thus, in ESP classrooms teachers should give opportunities to the learners to interact with each others in form of dialogue, turn taking, telling stories, moreover teachers can enhance the use of other outside techniques as: watching movies, plays, role playing and so on, those techniques and strategies will-of course-improve student listening and speaking skills. (Hudson, 2007), (Motlhaka, 2012)

2.2.7 Electronic Hubs (E-hubs)

This device connects several networks together. As used in e-business it means a central repository exchange such as the star network. In the network, a server is a control computer that holds database and programs and programs for many computers (Herper and Thompson 2005).

According to Herper and Thompson (2005), the buyers PCs will be connected together with the suppliers PCs and information regarding business transactions will be conducted, since all the information is kept in the server computer.

2.2.8 E-Market place

Lysons (2006) asserts that, e-market is a web site that enables procurement officers to select the best suppliers in the market electronically. In this situation, a procurer is in control especially in open market places. This enables procurer to evaluate all potential suppliers for a particular product or service and make informed buying decisions regarding what and where to buy.  This brings efficiency in procurement since the best-evaluated bidders will be given contracts to supply.

According to Chaffey (2007), e-market is applicable where; the market is large enough, product specification and information are subject to rapid changes, suppliers have difficulties in comparing similar products from different vendors, the cost of locating, appraising and evaluating suppliers is high.

2.2.9 Electronic- catalogs

E-catalogs are web pages that provide information on products and services offered and sold by the vendors. (Lysons 2006)

According to Lysons (2006), e-catalogs mainly include; sell side catalogs; buy side catalogs and third party catalogs, E-catalogs support online transactions especially ordering and payment capabilities.

The advantages of e-catalogs includes; facilitation of real time communication between buyers and sellers; Allows room for the development of closer buyer-supplier relationship due to improved vendor services. Enables suppliers, respond quickly to market conditions by adjusting   repackaging (Lysons, 2006).

According to Accenture (2006), e-catalogs, reduces procurement fraud by providing easy communication and the real product in the market.

2.3 Influence of ICT on written communication

Satisfactory and effective communication contributes to an organization’s success, employee attitude and morale, and customer satisfaction (Neves & Eisenberger, 2012). Communication is a means to improve commitment and to stimulate employees to achieve organizational goals (Tsai, Chuang & Hsieh, 2009). Organizations and managers that openly share information and encourage bi-directional communication have a higher rate of employee job satisfaction (Neves & Eisenberger, 2012) and found that employees enjoyed improved sense of well-being, happiness and job satisfaction.

Observers and proponents of ICT suggest that our use of increasingly sophisticated and enabling technologies will continue, to the extent that technological literacy will become a basic functional requirement for our work, social and personal lives, this will positively have an effect on the way we communicate or write. (Anchor, 2009)., notes that as the pace of technological development continues to grow, children in our schools today will live in a world where ICT will be increasingly embedded in their daily lives.

The use of computers in education is not a new phenomenon. In the 1970’s, its promoters claimed that it would transform and save education however (Lockard & Abrams, 1994) asserts that ICT has had a great impact on written communication on the people both the students in schools in secondary schools.

The late 1980’s saw a growing shift towards computer integration which emphasized the curriculum and not the tool. Its proponents felt that students would learn new skills as they needed them in order to make the computer work for them. The computer could now be viewed more as a partner as opposed to a competitor and could be treated in a more natural manner (Lockard & Abrams, 1994). The 1990’s saw a heightened focus on increasing the use of computer technology in the classroom, and not just by the evangelists. Growing attention and pressure to implement technology in education is coming from many directions, including parents and the business sector, not just departments of education. One of the most significant features of the technological or digital era of much relevance to education is the Internet. Hargittai (1999) defines the Internet technically and functionally as a worldwide network of computers and people interacting together.

To enhance and streamline the developments in the ICT sector, the government of Uganda formulated an ICT Policy Framework in 2003 to meet the challenges and the harnessing of the underlying potentials and opportunities of the system (National ICT Policy Framework, 2003).

Government recognizes that ICT has a big role to play in stimulation of national development, in particular, modernization and globalization of the economy. In recognition of the need of ICT for the development process, government undertook several initiatives to promote the development and application of ICT. The telecommunication sector was liberalized in 1996 by a policy framework, which provided for the introduction of competition and licensing for multiple operators (National ICT Policy Framework, 2003).

In their 2009 study, Tsai, Chuang and Hsieh found that employees do not always realize the importance of communication to organizational goals, or know how to establish and maintain healthy communication systems. It is the responsibility of managers to improve communication in the workplace, train employees in communication skills, and encourage informal communication (Tsai, Chuang & Hsieh, 2009). It was found that job satisfaction was positively impacted by effective communication from supervisors regarding expectations and feedback on job performance (Tsai, Chuang & Hsieh, 2009).

Hattak H.R.(2008), states that people who put their heads down and wait for work to bring happiness are at a huge disadvantage; but those who capitalize on it come out ahead. If we learn to be happy and have a positive attitude, we may be more successful than if we expect happiness solely as a result of hard work (Anchor, 2009). Of course, this does not mean that we sit around being happy without working. It just means that our work will yield more success if we develop a positive attitude.

When Anchor (2009) is presenting to various organizations about the Happiness Advantage, he tells them to remember the number 2.9013. He says this is the number that Marcial Losado arrived at after extensive mathematical modeling of negative and positive interactions (Anchor, 2009). Losado (2009) calculated that it took about three positive comments or experiences to counteract one negative. When organizations instructed team leaders to give more positive feedback and encourage more positive interactions, the positive ratio increased from 1.15 to 3.56 (Losado, 2009).

2.4 Influence of ICT on verbal communication

There is also controversy as to the ontogenetic relationship between preverbal, non-verbal behaviour, and the acquisition of language. Some claim that common mechanisms underlie both, and that competence acquired with non-verbal behaviour facilitates language development. Others claim that language and non-verbal behaviour are independently functioning systems. It seems likely that both of these approaches has something to say about the development of communicative competence. It is possible that the development of non-verbal and verbal behaviour is related at least at a Meta communicative level. If functions which both verbal and non-verbal signals serve are closely related, and become increasingly related with increased communicative competence, then this claim is supported (Chaffey, 2007).

The use of information and communication technology (ICT), a multicultural workforce, and changing organizational models that increase worker participation have altered the nature of multinational corporations. One of the significant developments in organizational design is the introduction of team‐based structures. An example is the virtual organization, of which virtual teams are the building blocks, Members of these global virtual teams (GVTs) are often dispersed world‐wide ,Advances in technology facilitate communication and the sharing of information among team members. By employing GVTs, organizations can combine the best expertise available for task performance regardless of geographic location, etc. As a result, use of GVTs gives organizations access to a larger pool of skills, which can reduce development time (Losado, 2009).

Herzberg (1987) argued that job enrichment is required for intrinsic motivation, and that it is a continuous management process. According to Herzberg (1987), the job should have sufficient challenge to utilize the full ability of the employee. Employees who demonstrate increasing levels of ability should be given increasing levels of responsibility. If a job cannot be designed to use an employee’s full abilities, then the firm should consider automating the task or replacing the employee with one who has a lower level of skill. If a person cannot be fully utilized, then there will be a motivation problem (Herzberg, 1987).

Other studies and experiences support Herzberg in studies that have shown that employees who experience higher POS in the form of open communication are led to increased performance, positive attitude, and workplace happiness (Anchor, 2009; Froman, 2010). Neves & Eisenberger (2012) found that the causal link between managerial communication and employee performance to be two way. When managers openly communicate with employees and provide for upward and downward lines of communication, employees felt more support from the organization and managers, then increased performance and efforts to benefit the organization. This was consistent with previous studies showing that management communication is an important antecedent of job satisfaction and performance ( Eisenberger & Stinglhamber, 2011).

Satisfactory and effective communication contributes to an organization’s success, employee attitude and morale, and customer satisfaction (Neves & Eisenberger, 2012). Communication is a means to improve commitment and to stimulate employees to achieve organizational goals (Tsai, Chuang & Hsieh, 2009). Organizations and managers that openly share information and encourage bi-directional communication have a higher rate of employee job satisfaction (Neves & Eisenberger, 2012) and found that employees enjoyed improved sense of well-being, happiness and job satisfaction (Anchor, 2009).

In their 2009 study, Tsai, Chuang and Hsieh found that employees do not always realize the importance of communication to organizational goals, or know how to establish and maintain healthy communication systems. It is the responsibility of managers to improve communication in the workplace, train employees in communication skills, and encourage informal communication (Tsai, Chuang & Hsieh, 2009). It was found that job satisfaction was positively impacted by effective communication from supervisors regarding expectations and feedback on job performance (Tsai, Chuang & Hsieh, 2009).

Shawn Anchor (2009) states that people who put their heads down and wait for work to bring happiness are at a huge disadvantage; but those who capitalize on it come out ahead. If we learn to be happy and have a positive attitude, we may be more successful than if we expect happiness solely as a result of hard work (Anchor, 2009). Of course, this does not mean that we sit around being happy without working. It just means that our work will yield more success if we develop a positive attitude.

When Anchor (2009) is presenting to various organizations about the Happiness Advantage, he tells them to remember the number 2.9013. He says this is the number that Marcial Losado arrived at after extensive mathematical modeling of negative and positive interactions (Anchor, 2009). Losado (2009) calculated that it took about three positive comments or experiences to counteract one negative. When organizations instructed team leaders to give more positive feedback and encourage more positive interactions, the positive ratio increased from 1.15 to 3.56 (Losado, 2009).

CHAPTER THREE

METHODOLOGY

3.1 Introduction

This chapter presents the methodology which consists of the research design, area of study, study population, sample population and selection, sampling technique, data collection method, data quality control, data collection procedures and limitations of the study.

3.2 Research design

The study used descriptive research design. The researcher employed descriptive research design since it provides the opinion of people about the subject knowledge on the influence of ICT on internal communication of an organizational. The design availed the researcher with comprehensive information about the research question as a way of getting solutions. Descriptive approach, in this case was used because the study sought descriptive analysis of information, the study also used quantitative approach of data collection to enable faster collection of data.

3.3 Area of the study

The study was carried out at National Social Security Fund Kireka Branch.

3.4 Study population and sample size

The study targeted all employees of the organization.

3.5 Sampling techniques

The study used stratified random sampling technique; Stratified sampling refers to a type of sampling method. With stratified sampling, the researcher divides the population into separate groups, called strata. Then, a probability sample (often a simple random sample) is drawn from each group (Amin, 2005).

3.6 Sample Size

According to (Amin, 2005) sampling involves selecting a sample of the population in such a way that samples of the same size have equal chances of being selected.

The sample comprised of 25 respondents that was selected in a way that 3 respondents were from the procurement department, 3 respondents from procurement, 5 respondents from administration, 9 from information technology, 4 respondents from stores and the remaining 4 respondents from marketing department purposive sampling was applied to the above different categories of respondents.

Table 1 below shows the summary of the sample size of the respondents and the sampling techniques that was used in the study.

Table 1: Sample size of the respondents

Source: primary data

3.7 Data sources

Source of data was from both primary and secondary sources.

3.7.1 Primary data

Primary data was obtained from the questionnaires administered on the target respondents to gain opinions and practices on influence of ICT on internal communication of an organization.

3.7.2 Secondary data

Secondary data was collected by individuals or agencies for purposes other than those of a particular research study. It is data developed for some purpose other than for helping to solve the research problem at hand (Bell, 1997). This comprised of literature related influence of ICT on internal communication of an organization to the case study. Secondary data was sourced because it yields more accurate information than obtained through primary data, and it is also cheaper

3.8 Data Collection Instruments

The major method of data collection for the study was the survey, which was done using selected instruments like questionnaires. The questionnaire provided respondents with ample time to comprehend the questions raised and hence, they were able to answer factually.

3.8.1 Questionnaires

The questionnaires were used to collect quantitative data. The researcher administered the questionnaires to respondents in different departments, which was designed basing on study objectives and questions. Respondents read questionnaires and write responses themselves. The questionnaires were close ended and was considered convenient because they were administered to the literate and its anonymous nature fetched unhindered responses.

A five point Likert ordinal scales ranging from; strongly agree which shall be assigned 5, strongly Agree, 4 agree, Not Sure assigned 3, Disagree allocated 2 and strongly disagree allotted 1 to obtain responses on the variables. The Likert ordinal scale has been used by numerous scholars who have conducted similar studies such as Bowling, (1997).

3.9 validity and reliability of research instrument

3.9.1 Validity of the Instrument

Validity of Instruments is the extent to which the instruments used during the study measure the issues they are intended to measure. To Ascertain the Validity, questions were discussed with the supervisor. This was done to clear any lack of clarity and ambiguity to assess the relevancy of the questions with the objective of the study and the content validity index will therefore be computed.

Content validity index (CVI) =   Number of items rated relevant

Total Number of Items in the questionnaire

31/33=0.93

3.9.2 Reliability of Instrument

Reliability is the extent to which the measuring instrument produces consistent scores when the same groups of individuals are repeatedly measured under the same conditions (Amin, 2004).

For consistency of research results from the study instrument, the researcher used followed the lecturers guidelines.

3.10 Data collection procedures

Upon receiving the University permission to carry out research, the area of study was visited for purposes of familiarization.  The researcher sought permission from staff and once allowed to proceed with research, questionnaires were issued and interviews were carried out with the selected staff.

The researcher specifically got a letter from Kyambogo University in the School of Management and Entrepreneurship; this enabled the researcher to go to NSSF at kireka Branch to get permission to conduct the study.

3.11 Research Variables

ICT in the research was the Independent variable and the research sought its influence on internal communication.

Internal communication in this research was the dependent variable and was measured by considering verbal and written communication.

3.12 Data processing presentation and analysis

The raw data was coded, edited, and arranged ready for analyzing only completed raw data was analyzed using statistical tables and graphs, data was presented using pie charts, graps and tables.

3.13 Limitations of the study

Financial constraints did not cash flow as expected but this did not affect the study. Because i ensured that I budget appropriately in accordance with what was available.

Some respondents feared to give information because they feared that they were being investigated by government authorities, however they were convinced that the information will be used strictly used for academic purposes.

3.14 Ethical Considerations

The researcher requested for a letter of introduction from Kyambogo University that permitted her to carry out research in the selected Branch. During the data collection process the researcher after explaining the purpose of the study presented the letter of introduction to the authorities of NSSF Kireka Branch.

There after the researcher sought informed consent from the participants to allow her interview them during the course of the study. While there she assured the respondents of their confidentiality by informing them that the study purely be for study purpose and all the information that were given by them were treated with confidentiality

CHAPTER FOUR

PRESENTATION OF FINDINGS

4.1 Introductions

This chapter presents the findings of the study , the findings were presented according to study objectives , this included; The different forms of ICT used in internal communication of an organization , influence of ICT on written communication within an organization and ICT on verbal communication within an organization?

4.2 Findings on the Background of respondents

4.2.1 Gender of respondents

Table 2: Showing gender of respondents

Source: primary data

According to results 68% of the respondents were male and 32% were female, this shows that there were more male employees at NSSF kireka branch than the female.

Figure 1 showing gender of respondents

Figure 1: gender of respondents

4.2.1 Departments of respondents

The departments for which the respondents work in  at NSSF is presented in the table below;

Table 3: showing department of respondents

Source: primary data

From the table above 36% of the respondents assert that they belong in the information technology department, 16% stores, 12% procurement department, 20% were in administration, 16% were in stores, this majority of the respondents in information technology shows that the researcher got information from the people who had knowledge regarding the subject under the study.

Figure 2: Department of respondents

The figure shows that majority of the respondents were in information technology department, other were in stores, marketing, administration and procurement.

4.2 Findings on the different forms of ICT used in internal communication

The first objective is about the different forms of ICT systems used in internal communication as presented in the table below;

Table 4: Shows the different forms of ICT in internal communication of an organization

Electronic data interchange

According to the table 60% of the respondents strongly agreed, to the fact that EDI helps in communication, while (36%) were not sure and (4%) of the respondents strongly disagreed.

This implies that the organization may be using EDI though not all employees are clearly aware of its use.

Electronic funds transfer

According to the findings further 72% of the respondents strongly agreed , (28%) and (44%) agreed to the fact that organization uses EFT in several of its financial communication, (8%) disagreed, (4%) and strongly disagreed (4%) while (20%) were not sure.

This means that the organization uses EFT in its financial communication.

 E-market place

The findings shows that 64% of the respondents agreed that E-market place is used in the organization (24%) strongly agreed and (40%) agreed to the fact that E-market place is used to help in the internal communication with the organization, (36%) of the respondents were neutral.

This implies that the organization uses E-market place and majority of the staff are conversant with it.

E-catalogues

The results in the table indicates that 72% of the respondents agreed, (28%) strongly agreed and (44%) agreed, while (20%) disagreed with the fact

This implies that the organization uses E-catalogues are used in the internal communication with the organization and the employees are conversant with these applications.

Phones

The study shows that 72% of the respondents agreed, (32%) strongly agreed, (40%) agreed that phones are used in internal communication, (12%) disagreed and (4%) strongly agreed

This implies that phones are used by organization and the employees are used to using it for communication in the organization.

E-mail

The results shows that 48% of the respondents agreed that E-mail are used in the organization, (40%) strongly agreed, (8%) agreed, (32%) disagreed that e-mails are used in the organization, (12%) strongly disagreed and (20%) disagreed.

This implies that most of the employees’ donot know about E-mail and a few of the employees use E-mail in communication in the organization.

Memos

The results shows that 96% of the respondents assert that memos are used in the internal communication, (56% ) agreed, (40%) strongly agreed, and only (4%) disagreed.

The implies that most of the employees use memos in their internal communication and they are conversant with it.

Printed letters

According to the study 72% of the respondents agreed , (36%) strongly agreed, (48%) agreed, while only (16%) of the respondents disagreed.

This implies that printed letter are used in the organization this implies that printed leters are used by the employees in the organization.

Projectors

The results shows that 72% of the respondents asserted that projectors are used in the internal communication in the organization, (44%) strongly agreed, (28%) agreed, while only (16%) of the respondents disagreed.

This implies projectors are used in the organization for internal communication

Laptops

The findings shows that 72% of the respondents agreed, (52%) strongly agreed, (20%) agreed, while, (12 %) strongly disagreed and the remaining (12%) disagreed.

This implies that most of the employees are conversant with the use

.

4.3 Findings on the Influence of ICT on written communication

The second objective presents findings on the influence of ICT on written communication

Table 5: Shows the influence of ICT on written communication.

Source: primary data

It enhances sharing of the same communication to many employees

The results shows that 66% of the respondents assert that agreed, that ICT enhances sharing of the same communication to many employees (48%) strongly agreed, (18%)   agreed, 16% disagreed, 8% disagreed and the remaining (8%) strongly disagreed.

This implies that ICT enhances sharing of the same communication to many employees in the organization.

It allows employees to produce better looking documents

According to the findings in the study 84% of the respondents agreed, (60%) strongly agreed, (24%) agreed, (12%) disagreed and (4%) strongly disagreed.

This implies that ICT allows employees to produce better looking documents and most of the employees acknowledge the fact.

ICT reduces on time spent in communication

The results shows that most of the respondents agreed 72% agreed, (20%) strongly agreed, (52%) agreed, (8%) disagreed and (12%) strongly disagreed.

This implies that ICT helps in reduction of time spent in communication.

Allows communication to be reproduced

The findings in the study in the study shows that 80% of the respondents agreed, (4%) disagreed and (16%) of the respondents strongly disagreed that ICT allows communication to be reproduced.

This implies that majority of the respondents hold the view that ICT allows communication to be reproduced.

Allows communication to be viewed conveniently email or internet

The findings in the study shows that 84% of the respondents agreed, (36%) strongly agreed, (48%) agreed, while (12%) disagreed and the remaining (4%) strongly agreed.

This implies that most of the respondents assert that email or internet is used in internal communication in an organization.

It reduces errors in documents

The results shows that 84% of the respondents agreed with the fact that ICT reduces errors in documents , (24%) strongly agreed, (60%) agreed,  while (16%) disagreed.

This implies that the use of ICT helps in reduction of errors in the organizational documents, it further indicates that majority of the employees share the same view.

Instructions from top management reach subordinates conveniently

The findings shows that 88% of the respondents Hold the view that instructions from top management reach subordinates conveniently, (56%) strongly agreed, (32%) agreed, while (4%) of the respondents strongly agreed.

This implies that majority of the respondents assert that ICT helps in ensuring that Instructions from top management reach subordinates conveniently

4.4 Influence of ICT on verbal communication

The third objective is on the influence of ICT on verbal communication, the response was presented in the table below;

Table 6: showing the influence of ICT on verbal communication

Source: primary data

Influence of ICT on verbal communication

It is much faster

According to the findings in the study 76% of the respondents assert that the use of ICT makes communication to be much faster, (56%) strongly agreed, (20%) agreed , while (4%) strongly and also the remaining (4%) strongly agreed.

This implies that majority of the respondents hold the view that ICT enables communication with the organization to be much faster.

It enhances sharing of information among employees

The findings shows that 80% of the respondents agreed with the fact that ICT enhances sharing of information among employees, (16%) disagreed.

This implies that the employees use ICT to help them in sharing of information among their employees.

It improves communication with employees and supervisors

The results show that 100% of the agreed, (48%) strongly agreed, (52%) agreed, that ICT improves communication with employees and supervisors.

This implies that all the employees agree that ICT helps the organization supervisors to communicate effectively to their subordinates.

It increases employee participation

According to the findings in the study 72% of the respondents agreed to the fact that ICT increases employee participation, (24%) strongly agreed, (48%) agreed, and only (20%) disagreed.

This implies that majority of the managers agree that ICT increases employee participation and this may because the supervisors use ICT in the organization.

It facilitates language development

The results shows that 84% of the respondents agree with the fact that the use of ICT in the organization facilitates language development, (16%) of the respondents strongly agreed, (68%) agreed.

This implies that the use of ICT has facilitated language development in the organization.

It has reduced on one to one communication  

The results show that 96% of the respondents agreed with the fact that ICT has reduced on one to one communication, (84%) strongly agreed and (12%) agreed only (4%) disagreed.

This implies that the use of ICT in the organization has reduced on one to one communication amongst employees in the organization.

There is no personal interaction with senior management

The results show that 100% of the respondents agree with the fact that there is no personal interaction with senior management, (52%) strongly agreed and (48%) agree.

This implies that limited personal interaction with senior management has been accelerated by the use of ICT in communication within the organization.

CHAPTER FIVE

DISCUSSION OF FINDINGS, CONCLUSION, RECOMMENDATIONS AND AREAS OF FURTHER RESEARCH

5.0 Introductions

This chapter presented discussion of findings, conclusion, recommendations and areas of further research;

5.1 Discussions

5.1.1 Different forms of ICT used in communication

The results in indicates that majority of the respondents assert that Electronic Data Interchange (EDI) is one of the main ICT techniques used in the organization this view is also in line with (Lysons and Farrington, 2006) who states that EDI is a technique based on agreed standards, which enables computers in different organizations to successfully send business information of transaction from one to another. They emphasize that EDI reduces on the lead-time simply because transactions are faster and more accurate

While Chaffey, (2007) further states that EDI involves business transactions like, placing orders, invoices, delivery and payment transactions. EDI works according to standards implying that the organizations using it have to agree on the systems and the soft ware that they are to use.

The study also further shows that Electronic Funds Transfer is one of the different forms of ICT used in transfer of funds within the kireka NSSF Branch , this view was also shared by Lysons and Farrington (2006), who asserts that EFT is based non-electronic transmission of receipts and payments between banks and their customers or the purchasers and suppliers. It enables paperless payments to be made to suppliers “here money travels not paper”.  EFT involves automated digital transmission of money between organizations and banks. Lysons and Farrington (2006) state that the buying organization will make payment to the supplier using EFT, in a more convenient and accurate way.

The findings shows that E-catalogues are essential in communication this is evidenced by the fact that most of the respondents agreed this view is also shared by   Lysons (2006), who states that e-catalogs mainly include; sell side catalogs; buy side catalogs and third party catalogs, E-catalogs support online transactions especially ordering and payment capabilities, he further states that the advantages of e-catalogs includes; facilitation of real time communication between buyers and sellers; Allows room for the development of closer buyer-supplier relationship due to improved vendor services. Enables suppliers, respond quickly to market conditions by adjusting   repackaging.

Most of the respondents hold the view that Phones are also imperative in the communication this view is also stated by (Randy, 2013) who states that telephone is a tool that converts voice and other sound signals into a form that can be broadcast to remote locations and receives or reconverts waves into sound signals, while (won,2012) Telephone technology allows people to speak with each other regardless of where they are live and within a short time.

Electronic Mail (e-mail) are essential in the internal communication this is also in line with leanders et-al, (1998) who states that E-mail is a process by which letters, orders or other documents are sent by a computer along telecommunication lines to appear on the Visual Display Unit (VDU) at their destination. They emphasize that incase buyers use this technique in the process of buying, sending and receiving of messages can take minutes instead of days.

While Chaffey (2007) states that e-mail will be based on sending and receiving of electronic messages, he states that e-mail will be available in the internet for over 20 years, he further emphasizes that the recent innovation is the use of websites, which provide free email facilities, and does not require any software other than the web browser.

Memos are essential in communication of an organization this view shows that the employees of NSSF Kireka branch are comfortable using memos in communication within the organization while other respondents stated that there is use of printed letters to help in communication with the organization.

The study also shows that NSSF uses projectors to help in communication sometimes this view shows that Projectors are one of the means of communication in the organization while other respondents stated that laptops are essential in communication within the kireka branch NSSF.

5.1.2 Findings on the influence of ICT on written communication

The results indicates that ICT enhances sharing of the same communication to many employees within an organization this view is also shared Neves & Eisenberger, (2012) who states that the use of ICT in the organization enables employees to share information in between supervisors and subordinates.

The results indicates that ICT allows employees to produce better looking documents this is also in line with Anchor, (2009), who states that with the use of ICT an organization is able to produce documents that are of good quality and can be reproduced in case the employees need.

According to the study ICT reduces on time spent in communication Anchor, (2009), who also states that Observers and proponents of ICT suggest that our use of increasingly sophisticated and enabling technologies will continue, to the extent that technological literacy will become a basic functional requirement for our work, social and personal lives, this will positively have an effect on the way we communicate or write and its mainly because the use of ICT reduce on time spent in communication.

Findings shows that the use of ICT allows communication to be viewed conveniently email or internet this result shows that through the use of ICT communication is able to be viewed conveniently via email and internet.

Through the use of ICT in communication there is considerable level of reduction in errors in documents produced in the organization Tsai, Chuang & Hsieh, (2009) who states that employees do not always realize the importance of communication to organizational goals, or know how to establish and maintain healthy communication systems, he further states that managers should advice employees to use ICT in order to enable them reduce on the errors in the organizational communication.

ICT enables Instructions from top management to reach subordinates conveniently this shows that Shawn Anchor (2009) states that through the use of ICT top management within an organization are able top  management pass on the information to subordinates conveniently.

5.1.3 Influence of ICT on verbal communication

The results shows that the use of ICT in verbal communication is that it enables communication to be much faster this shows that ICT systems facilitate faster communication as  Chaffey, (2007), It is possible that the development of non-verbal and verbal behaviour is related at least at a Meta communicative level. If functions which both verbal and non-verbal signals serve are closely related, and become increasingly related with increased communicative competence, however when the ICT is used communication the receiver is able to receive communication much faster regardless of the distance.

The use of ICT enhances sharing of information among employees this is also in line with (Losado, 2009) who states that the use of information and communication technology (ICT), a multicultural workforce, and changing organizational models that increase worker participation have altered the nature of multinational corporations, this has helped in ensuring that information can be passed to most of the employees in a short time.

The findings in the study shows that the use of ICT is essential in sharing of information among the employees this view is also shared by Eisenberger & Stinglhamber, (2011) who states that information sharing is one the benefits of Using ICT in the organization.

The study shows that ICT improves communication with the employees and supervisors this is because when the top management passes information to the subordinates through the use of ICT this helps in ensuring that information is transferred faster.

The study also shares ICT increases employee participation, only 20% of the respondents disagreed with the findings in the study Tsai, Chuang & Hsieh, (2009) states that employees do not always realize the importance of communication to organizational goals, or know how to establish and maintain healthy communication systems. It is the responsibility of managers to improve communication in the workplace, train employees in communication skills, and encourage informal communication.

The study shows that the use of ICT in internal communication facilitates language development in an organization this is because ICT helps in ensuring that spelling is corrected especially when the communicator uses ICT techniques like the computer systems.

5.2 Conclusion of the study

The different forms of ICT used in internal communication include Electronic data Interchange, Electronic funds transfer, E-catalogues systems, Phones , E-mail, Memos, printed letters to help it in communication and laptops, all these systems make internal communication effective and helps the organization to save costs in internal communication.

The use of ICT has had influence on written communication in many ways some of them include; enhancing the sharing of the same communication to many employees within an organization, allowing employees to produce better looking documents ,  reduction on time spent in communication ,  allowing communication to be reproduced, the use of ICT also allows communication to be viewed conveniently email or internet, reduction of errors in documents and enabling Instructions from top management to reach subordinates conveniently.

The use of ICT has had numerous influences on written communication some of them include; Enhancing the sharing of information among, improvement of communication with the employees and supervisors, increasing of employee facilitation of employees communication, reduction of personal interaction between the senior management and subordinates and lastly ICT has limited one to one personal communication among the employees in an organization.

5.3 Recommendation of the study

The study recommends that the management of NSSF kireka branch should train some of the employees who are not conversant with the use of different ICT techniques this will help in reducing on the communication gap that exists in the organization; this will also helps in ensuring that top management will be able to send information to the subordinates accurately.

The study further recommends that top management should ensure that all the employees including new staff can use the available ICT techniques for both verbal and oral communication

5.4 Areas of further study

The study recommends the following areas for further study;

• The influence of computers system in communication
• The challenges faced by organization as results of information and communication technology
• The influence of ICT on External communication of an organization.

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APPENDIX I: QUESTIONNAIRE

TOPIC: THE INFLUENCE OF ICT ON INTERNAL COMMUNICATION IN AN ORGANIZATION

A CASE STUDY: NSSF KIREKA BRANCH

Dear respondent

I am ADONGO ESTHER a student of Kyambogo University, am carrying out a study on the above stated topic. You are one of the respondents randomly selected to participate in the study. The information given shall be treated with at most confidentiality and shall only be used strictly for academic purpose.

SECTION A:             GENERAL DATA

• Sex: Male                    female

2. Department

1. a) Procurement

1. b) Administration
2. c) Information Technology

1. d) Finance

1. e) Other (specify)

SECTION B:  Different forms of ICT used in internal communication of an organization

Key:SA=Strongly agree,A=agree,N=neutral,D=disagree,SD=strongly disagree

Other forms of ICT used in the organization

SECTION C: Influence of ICT on written communication

Key:SA=strongly agree,A=agree,N=neutral,D=disagree,SD=strongly disagree

Other influence of ICT on written communication

SECTION D: 4.7. Influence of ICT on verbal communication

Key:SA=Strongly agree,A=agree,N=neutral,D=disagree,SD=strongly disagree

Other influence of ICT on verbal communication

THANKS FOR YOUR COOPERATION