Internal Public’s Perceptions of Internal Communication Strategy at the Kenya Ferry Services, Mombasa Kenya

Abstract

The study sought to explore perceptions of internal publics on the internal communication strategy at the Kenya Ferry Services, a government parastatal in Mombasa, Kenya. The research adopted a descriptive social research design and used a quantitative data collection approach that consisted of a questionnaire with closed and open ended questions. Results indicated that the Kenya Ferry Services adopted a linear communication strategy in which different channels were used. The supervisor was identified as the leading source of information while the grapevine was the least important source of information. The study found out that a majority of internal publics considered information from the immediate supervisor as serious. A majority of respondents considered the flow of information at the Kenya Ferry Services slow and dissatisfying. Results also indicated that the internal publics held negative perceptions about communication at the Kenya Ferry Services and felt that they did not matter when it came to decision making. A majority of respondents also held the view that Kenya Ferry Services was slow in adopting new media technology. The study concluded that The Kenya Ferry Services should improve its relationship with internal publics and specifically seek to create positive perceptions amongst them. The study also recommended that Kenya Ferry Services should elevate the Corporate Communication Department to a fully-fledged department with its own budget, action that would enable the department to play a more proactive role in the management of communication at the organisation.