Optimization of internal communication and use of ICT's in a bank: employees' viewpoint

Abstract

The need to adhere to new technologies is constant, and in this scenario, the correct use of Information and Communication Technology for organizational communication can contribute to banks achieving a competitive stance in the market. The objective of this study is to analyze the flow of internal organizational communication regarding barriers and facilitators. The focus is on the information and communication technologies used in the dissemination of products and services to internal clients of banking agencies. For this purpose, a qualitative method was used, with the application of online interviews and focus groups, involving 36 employees involved in the internal communication process. Content analysis and dendrograms were used to illustrate the main classes of results. At the end of the study, a better understanding of the functioning aspects of internal communication in the banking institution could be achieved, identifying cultural influences and the interviewees' perception of its strategic potential.