Adopting a learning-based approach to improve internal communications: A large utility experience

Joan Henderson, Rodney McAdam

    Research output: Contribution to journalArticlepeer-review

    10 Citations (Scopus)


    The aim of the paper is to review the internal communication process of an electrical utility organisation and propose a template for improving communications centred on learning organisation principles. It also looks at the contribution which good internal communications make to the development of sustainable business improvement. The case study central to this research is a large electrical utility organisation with almost 40 separate operational facilities geographically dispersed across Northern Ireland. It has experienced significant change over the last decade. Managers continually adapt strategies, policies and procedures in an attempt to proactively address the challenges presented by the external competitive environment. Communicating these changes to employees has posed a problem for managers and has led to confusion and allegations of operational inefficiency. The paper critically evaluates the approach adopted by the managers to address their internal communication problems in the midst of change. It goes on to propose a communication template which is a common-sense approach to good internal communications and draws conclusions regarding the link between internal communications, organisational learning and change management.

    Original languageEnglish
    Pages (from-to)774-794
    Number of pages21
    JournalInternational Journal of Quality and Reliability Management
    Issue number7
    Publication statusPublished (in print/issue) - 2003

    Bibliographical note

    Copyright 2013 Elsevier B.V., All rights reserved.


    • Business improvement
    • Change management
    • Communication
    • Electricity industry
    • Learning
    • Northern Ireland


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