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Paperless Internal Communication Study (Presentation)
- 1. A SIG-BASED RESEARCH Since 2005, IPG KBA has its intranet and since 2008, internal Ang Chooi Kean , Giam Kah How, Ngu Moi Kwe, Dr Chong Poh communication using memo via Wan & Asiah Pariekutty gmail has been employed. In 2011, our current situation…… CURRENT PRACTICE OF PAPERLESS INTERNAL COMMUNICATION AT IPG KAMPUS BAHASA ANTARABANGSA: CHALLENGES AND IMPLICATIONS
- 2. GROUP MEMBERS Jabatan Jabatan Penyelidikan & JK Penambahbaikan Inovasi Profesionalisme Teknologi Pendidikan Keguruaan • Asiah Pariekutty • Giam Kah How • Dr Chong Poh Wan • Ang Chooi Kean • Ngu Moi Kwe
- 4. INTRODUCTION FIRST Study Background SECOND Purpose of the Study THIRD Research Questions Pollard (n.d): Without change there is no innovation, creativity, or incentive for improvement. Those who initiate change will have a better
- 5. BACKGROUND The official implementation of e-memo system: 1 August 2008 It is an initiative to improve the communication system through use of e-mailing was taken up as the action for overall improvement (Tindakan Penambahbaikan Menyeluruh) of 2007/2008 at IPG KBA. This initiative also aimed at improving the utilization of ICT facilities among the staff towards practising an effective internal e-filing system.
- 6. PURPOSES This study aimed at evaluating the practice of paperless internal communication via intranet and e-mail at IPG KBA. The findings of the study would be able to: (1) provide an overall insightful information on the current status and related issues pertaining to the practice of internal communication via intranet and e- mail. (2) formulate recommendations on ways to improve the level and quality of internal communication in the Institute.
- 7. RESEARCH 5 QUESTIONS
- 8. TO WHAT EXTEND 1 ARE THE STAFF SATISFIED WITH THE CURRENT PRACTICE?
- 10. 2 DOES OF INFOMATION THE PRACTICE?
- 12. DOES 3 INFLUENCE THE
- 14. 4 DOES IN AND FOR THE CHANGE THE PRACTICE?
- 15. PAPE PAPERLE R SS
- 16. IS 5
- 18. METHODOLOGY FIRST Population of the Study SECOND Instrumentation of the Study THIRD Data Collection To remain relevant, an Institute’s intranet needs to grow to be a major repository for corporate information and subsequently, bring about a reduction in traditional forms of
- 19. POPULATION All IPG KBA’s (1) Academic (2) Management and (3) Support staff (except for the staff not using computer in their job specifications, such as the general assistants (Pembantu Am Rendah) and drivers of IPG KBA
- 20. INSTRUMENT Online questionnaire survey PART 1 PART 2 PART 3 • General • 5-Likert scale (“Strongly • 2 open-ended Disagree” to “Strongly items • Specific items Agree”) items (1) Other 5 constructs: • Constructs: comments on Satisfaction , Time, Convenience, Clarity of the current Findability, Trust, System, Assistance, Frequenc practice y, Necessity, Design (2)Suggestions Commitment Quality, Information for and Consistency. Quality, Trust and improvement Commitment.
- 21. DATA COLLECTION ONLINE METHOD MEMO 1 MEMO 2 EXTENTION -emailed on 7 Feb -emailed on OF DATELINE 2011 10 April 2011 Dateline 7 Feb 2011 21 March 2011 Dateline 60 respondents 21 March 2011 (34.9%) 32 respondents
- 22. FINDINGS & DISCUSSION The Institute needs to create a plan to "move from an 'I' to a 'We' strategy to encourage all staff to input content so they feel like they're part of
- 23. FINDINGS 91.4% respondents shared “find and locate intended or conveyed Similarly the ability to the opinion that the information Theinformation and materials”, as in the issue of level of satisfaction for adopting paperless required via the intranet and e-mail had high levels of reliability and validity and findability was also well-received staff was high at 94.3%. communication among IPG KBAand are reliable” hence “could be trusted by 92.9 % respondents.
- 24. FINDINGS However, the findings indicated IPG KBA’s staff generally were not very disciplined in terms of sustained engagement of intranet and Problems such as “off-line” and “down-time” had and e-mail as a routine. would continue to be issues on consistency that should be addressed as suggested by the respondents.
- 25. FINDINGS
- 26. FINDINGS
- 27. FINDINGS
- 28. FINDINGS
- 29. FINDINGS
- 30. IMPLICATIONS & CONCLUSION The Institute needs to create a plan to "move from an 'I' to a 'We' strategy to encourage all staff to input content so they feel like they're part of the
- 31. PAPE PAPERLE R SS
- 37. POINT 1 A set of clear instructions and guidelines for reference and review purposes is strongly encouraged.
- 38. POINT 2 Better back-up services and support; personnel and technical assistance at where and when needed is strongly desired.
- 39. POINT 3 The administrators have significant role in promoting and ensuring the success of paperless communication in IPG KBA.
- 40. • Consistency of the administration in the implementation • Relentless effort and cooperation among the IPG KBA’s staff
- 41. REFERENCE Bahagian Pendidikan Guru, (2008). Manual Kualiti 9001:2008. Kuala Lumpur: Kementerian Pelajaran Malaysia. Horn, Karen. (2004). Creating a Climate of Knowledge Sharing, Optimizing Your Communications Effectiveness. Retrieved March 17, 2011, from http://www.ketchumperspectives.com/archives/2004_i2/internal/intranet.php Institut Perguruan Bahasa-Bahasa Antarabangsa. (2008, October 9). Laporan Pra-MKSP 2/2008: Laporan Tindakan Pembetulan, Pencegahan dan Penambahbaikan serta cadangan penambahbaikan (pp. 10). Report presented at Mesyuarat Pra-MKSP 2/2008, Institut Perguruan Bahasa-Bahasa Antarabangsa, Kuala Lumpur. McGovern, Gerry. (2002). New Thinking, Intranet Communication versus Traditional Communication. Retrieved from http://www.gerrymcgovern.com/nt/2002/nt_2002_11.htm Pollard. William. (n.d.). BrainyQuote.com. Retrieved March 17, 2011, from http://www.brainyquote.com/quotes/authors/w/william_pollard.html Surat Pekeliling Perbendaharaan Bil. 8 Tahun 2008, October 30, 2008, Akauntan Negara Malaysia.
- 42. ACKNOWLEDGEMENT A NOTE OF GRATITUDE & APPRECIATION TO: DR MOHD SOFI BIN ALI , FORMER DIRECTOR OF IPG KBA MR GIAM KAH HOW AS GROUP MEMBER & FORMER DEPUTY DIRECTOR ALL RESPONDENTS (PILOT TEST:9 & SURVEY: 60) CO-GROUP MEMBERS
- 43. THANK YOU
Editor's Notes
- One of the requirements of the quality management system, MS ISO 9001:2000 (then, presently MS ISO 9001:2008) embraced by IPG KBA since 2001 is the twice-yearly audit to ensure that the Institute conforms to the required standards of effective quality management. In the internal audit held on 29 March 2010 until 30 March 2010, it was reported that there was a non-compliance, whereby the lack of internal communication had resulted in some auditors failing to attend the auditors’ briefing. The Director of the Institute, in his closing speech specified the need to improve on the delivery of the information within the organization. This study was a spin off from that particular non-conformity report with the hope that it could provide some insights into the practice of intranet and e-mail in the Institute.
- In recent years, IPG KBA has taken two initiatives towards an efficient paperless internal communication system namely, the use of IPG KBA’s intranet and e-mail. The e-memo system was implemented officially on 1 August 2008 whereby all staff of the Institute were required to have a Google mail (namely, the Gmail) account and all memos were to be sent via Gmail. this initiative to improve the communication system through use of e-mailing was taken up as the action for overall improvement (TindakanPenambahbaikanMenyeluruh) of 2007/2008 at IPG KBA. This initiative also aimed at improving the utilization of ICT facilities among the staff towards practising an effective internal e-filing system.
- This study aimed at evaluating the practice of paperless internal communication via intranet and e-mail at IPG KBA. The findings of the study would be able to provide an overall insightful information on the current status and related issues pertaining to the practice of internal communication via intranet and e-mail. It was hoped that the findings of this study would be significant in formulating recommendations on ways to improve the level and quality of internal communication in the Institute.
- The first rule is: Treat your audience as king.
- …and you will undoubtedly find favor with the king.
- The second rule is: Spread ideas and move people.
- So, consider including imagery that powerfully illustrates your point.
- The next rule is: Help them see what you are saying.
- Rule number 4: Practice design, not decoration.
- Half of the people in your audience are verbal thinkers and the other half are visual.
- The last rule is: Cultivate healthy relationships (with your slides and your audience)
- Your audience didn’t show up to read your 60 page on screen dissertation.
- This study was carried out using an online questionnaire survey. The online questionnaire survey method is selected for this study as it is the most common method of collecting data from a large number of subjects and also cheaper to administer. The questionnaire survey is supported with qualitative data from open-ended items to explore the issues on the implementation of the paperless initiative in IPG KBA.
- The research is conducted in IPG KBA involving all academic, management and support staff (except for the staff not using computer in their job specifications, such as the general assistants (Pembantu Am Rendah) and drivers of IPG KBA as respondents.
- This study was carried out using an online questionnaire survey with Malay & English options. The online questionnaire survey method is selected for this study as it is the most common method of collecting data from a large number of subjects and also cheaper to administer. The questionnaire survey is supported with qualitative data from open-ended items to explore the issues on the implementation of the paperless initiative in IPG KBA. The questionnaire comprised both quantitative and qualitative items. It was divided into three parts. Part 1 consisted of a Part 1and five specific sections on five constructs: Satisfaction , Findability, Trust, Commitment and Consistency. Part 2 comprised 5-Likert scale ranging from “Strongly Disagree” to “Strongly Agree” items which are based on these following constructs: Time, Convenience, Clarity of System, Assistance, Frequency, Necessity, Design Quality, Information Quality, Trust and Commitment. The last part of the questionnaire consisted of two open-ended items. The items are other comments on the current practice of the internal communication and suggestions for improvement on the current practice.The questionnaire was validated with a Cronbach-Alpha of 0.80 using 9 samples identified from each categories.
- The links (English language and BahasaMelayu versions) to the online questionnaire were sent to all respondents on a memo notification via e-mail sent by the Deputy Director. The online survey was made available for completion with a further reminder after the initial dateline. The first memo was e-mailed to all staff (except for the 9 samples identified for the pilot test) on the 7 February 2011 with the dateline fixed on 21 March 2011. The second reminder memo was sent out on 2 April 2011 after the initial dateline with only 32 respondents. The dateline was extended until 10 April 2011 and finally 60 out of 172 (34.9%) staff responded.
- Descriptive statistics were used in this study. Means, standard deviations, frequencies and percentages were the main empirical measurements used.Findings for the five main areas of concern regarding paperless communication namely that of satisfaction, findability, trust, commitment and consistency are presented in Table 1.
- Examination of the percentage and mean score for each of the 5 areas of concern revealed that the level of satisfaction for adopting paperless communication among IPG KBA staff was high at 94.3%. All of the staff agreed that they understood the characteristics of paperless communication as well as the importance and the need for using it. Similarly the ability to “find and locate intended or required information and materials”, as in the issue of findability was also well-received by respondents (92.9%). Overall respondents shared the opinion that the information conveyed via the intranet and e-mail had high levels of reliability and validity and hence “could be trusted and are reliable” (91.4%).
- However, the findings indicated IPG KBA’s staff generally were not very disciplined in terms of sustained engagement of intranet and e-mail as a routine. They were more inclined to use them “only if there is a need to do so”. The same applied to “checking and updating information or materials” (84.6%). This might be related to the issue of consistency especially when locating required information whereby at times, users were overwhelmed with loads of probable results and selections that needed time to check and decipher. Thus the degree of reliability of the many results was an issue of concern. Correspondingly, problems such as “off-line” and “down-time” had and would continue to be issues on consistency that should be addressed as suggested by the respondents (82.7%).
- Qualitative data were simultaneously analysed based on the comments and feedbacks obtained from the open-ended items in the questionnaire. The sample excerpts are presented in Table 2.With some exceptions, comments and issues forwarded by respondents generally were supportive of the use of paperless communications in IPG KBA with regards to the five areas of concern stated earlier.
- The highest percentage of 97.2 and 96.3 assigned to the convenience and necessity constructs showed that the paperless communication was accepted as a convenient and necessary mean in the present communication scenario whereby speed and extensive coverage are of primary importance.
- Another three items namely, assistance, frequency and time were also rated highly at 86.5%, 83.4% and 82.6% respectively indicating that users were comfortable with the setup and support for intranet and e-mail usage in IPG KBA. Nevertheless it was also suggested that a better system be established whereby support personnel could be contacted more easily and respond faster to notified problems. In addition, time spent online was regarded as worthwhile and positive. Most users accepted the flexibility and convenience of online communication as important factors to be highlighted.
- Three other items showed rather high percentage of agreement specifically with regards to issues on clarity of system (75.2%), trust (73.7%) and commitment (70.3%) . The respondents were able to analyze and interpret information via the intranet and e-mail well but at times a few statements or directives seen or read on the intranet screen lacked the authority and conviction compared to a duly signed document. There were some respondents who preferred documents from higher authorities to ensure orders were authentic before any commitment was made. Nevertheless the general consensus was that the purpose and means for using the intranet and e-mail were clear although information coming through at times needed to be verified and confirmed, especially important directives.Respondents were also committed in being responsible when sharing information, although a more clear cut official guidelines and charter of “do’s and don’ts” for intranet and e-mail use at IPG KBA would be useful. There were also comments that the decision whether to go paperless or not in communication was a personal issue.
- The two items which recorded low percentages were, “Information Quality” and “Design Quality” at 67.8% and 64.6% respectively. Majority of them claimed that while the information provided on the intranet was accurate, it needed verification as mentioned in the trust construct discussed earlier. Although respondents were pleased with the design quality of the IPG KBA’s intranet, they suggested that it could be improved by incorporating features such as hyperlinks and touch screen technology to make it more user-friendly.
- From the findings, it can be concluded that paperless communication means (intranet and e-mail) have indeed gained the attention and support from the IPG KBA’s staff. The results suggested that the paperless initiative is very beneficial and relevant for IPG KBA’s needs. The results also indicated that paperless communication is on course to be more acceptable and will bring about more significant impact if and when teething problems which arises from these initial implementation effort are ironed out.
- In short, the study has identified that: i.Paperless communication means (intranet and e-mail) are accepted by IPG KBA’s staff.ii.Paperless communication is a positive initiative and has many benefits and advantages.iii. Support and commitment from all parties is crucial in fostering a culture of paperless communication and to ensure its success.iv. Paperless communication is the way forward and a positive step in the right direction.
- Even though findings from this study has shown positive indications regarding the overall acceptance of IPG KBA’s staff, there is still a need for improvement in certain aspects. Based on the findings, 3 aspectsare suggested as considerations for improvement:
- …and propel
- …global causes.
- A set of clear instructions and guidelines for reference and review purposes is strongly encouraged.
- Better back-up services and support; personnel and technical assistance at where and when needed is strongly desired.
- The administrators have significant role in promoting and ensuring the success of paperless communication in IPG KBA.
- To conclude, with consistency of the administration in the implementation and relentless effort and cooperation among the IPG KBA’s staff, it is hoped that the utilization of paperless communication will eventually be optimized to the fullest.