Analysis of internal communication factors in the selected organization unit: Contact centre, Ministry for digital transformation

Abstract

V sodobnem družbenem okolju postaja učinkovito interno komuniciranje eden ključnih dejavnikov za uspešnosti organizacij. Namen magistrske naloge je bil ugotoviti, kako zaposleni zaznavajo komunikacijske procese v izbrani organizacijski enoti ter katere dejavnike ocenjujejo kot ključne za izboljšanje notranje povezanosti in učinkovitosti dela. Raziskava je temeljila na kvantitativni metodi z izvedbo anonimne ankete med zaposlenimi, zbrani podatki pa so bili statistično obdelani s pomočjo programa “1KA” in orodij za grafično analizo. Rezultati so pokazali, da je interna komunikacija v organizaciji večinoma odprta in sodelovalna, vendar obstajajo priložnosti za izboljšave, zlasti pri povratnih informacijah in pri pravočasnosti sporočanja navodil. Horizontalna komunikacija med sodelavci se je izkazala kot najmočnejši dejavnik pozitivnega delovnega vzdušja, medtem ko vertikalna komunikacija še vedno predstavlja izziv. Ugotovitve raziskave so uporabne tako v praksi kot v teoriji ker ponujajo konkretne usmeritve za krepitev notranjih odnosov, razvoj zaupanja in dvig organizacijske kulture v javni upravi. Prispevajo tudi k širšemu razumevanju pomena internega komuniciranja kot strateškega orodja za usmerjanje in trajnostni razvoj organizacije.In the modern social environment, effective internal communication is becoming one of the key factors in organizational success. The purpose of this master\u27s thesis was to determine how employees perceive communication processes within the selected organizational unit and which factors they consider crucial for improving internal cohesion and work efficiency. The research was based on a quantitative method using an anonymous survey among employees. The collected data were statistically processed using the “1KA” program and tools for graphical analysis. The results showed that internal communication in the organization is mostly open and collaborative, although there are opportunities for improvement, particularly in feedback exchange and the timeliness of conveying instructions. Horizontal communication among colleagues proved to be the strongest factor contributing to a positive working atmosphere, while vertical communication still presents certain challenges. The findings are useful both in practice and in theory, as they provide concrete guidelines for strengthening internal relations, building trust, and enhancing the organizational culture within public administration. They also contribute to a broader understanding of internal communication as a strategic tool for organizational guidance and sustainable development