The Role of Community Stakeholder Engagement on Csr Communication in Organizations: A Case of Embakasi Secondary School in Nairobi, Kenya

Abstract

Community stakeholder engagement has become increasingly critical in Corporate Social Responsibility (CSR) communication. Yet, significant gaps exist in understanding how organizations effectively involve beneficiary communities in CSR initiatives within educational contexts in developing economies. Many CSR projects fail to achieve sustainable impact due to insufficient stakeholder participation and misalignment between organizational objectives and community needs. This study examined three key objectives: how Isuzu East Africa communicates CSR initiatives to Embakasi Secondary School as a community stakeholder; the level of community stakeholder participation in CSR projects at the school; and the role of community feedback in shaping CSR communication strategies and enhancing stakeholder engagement. The research was anchored in Stakeholder Theory, which emphasizes that organizations should create value for all stakeholders and recognize communities as legitimate partners with claims on corporate activities, providing a framework for understanding the importance of meaningful stakeholder engagement in CSR initiatives. A qualitative case study design was employed, with data collected through semi-structured interviews with teachers and administrators (n = 11), Isuzu East Africa CSR representatives (n = 3), and five focus group discussions with students (n = 37). Purposive sampling selected participants with direct CSR experience, and thematic analysis identified patterns in stakeholder experiences. For Objective 1, findings revealed formal corporate protocols effectively reached administrators but experienced significant attenuation at student levels due to technical language barriers and limited bidirectional channels. For Objective 2, stakeholder participation followed a hierarchical model with comprehensive administrative involvement while student voices remained systematically underrepresented, with consultation occurring after major project parameters were established. For Objective 3, a functional feedback ecosystem existed with demonstrated organizational responsiveness through concrete modifications, though processes remained predominantly reactive with student perspectives experiencing systematic marginalization. The study concluded that current CSR communication strategies require adaptation to reach all stakeholder levels, participation models need restructuring to enable co-creation rather than consultation, and enhanced proactive consultation could strengthen community-CSR alignment. Key recommendations include implementing integrated multi-channel communication strategies, establishing early-stage consultation mechanisms, and developing proactive feedback systems throughout project lifecycles.