An Audit of Internal Communication at Mwalimu National Sacco: A Comparison of Communication during and after Covid-19

Abstract

This study examined the dynamics of internal communication at Mwalimu Sacco during and after the COVID-19 pandemic, focusing on information needs, communication flows, channels, and employee perceptions. The research was guided by Lasswell’s Theory of Communication, which emphasises the sender-message-channel-receiver framework, and the Communication Accommodation Theory, which explains how communicators adjust their styles to enhance understanding and relational outcomes. A descriptive research design with data collected through structured questionnaires administered to internal publics across different departments within the Sacco was used. Both qualitative and quantitative approaches were enlisted in data handling. The findings revealed that employees’ primary information needs revolved around financial updates, organisational policies, and operational guidelines, both during and after the pandemic. The direction of communication flow was largely top-down, though limited evidence of horizontal communication was also observed. Importantly, the Sacco introduced several new digital communication channels, including emails, WhatsApp groups, and virtual meetings, to sustain organisational cohesion during the health crisis. Employees’ perceptions of internal communication were mixed: while many appreciated the timeliness and accessibility of updates, others noted challenges such as information overload and insufficient opportunities for feedback. The study concluded that excellent internal communication is a critical driver of organisational resilience during crises. By adopting new technologies and tailoring communication approaches to employees’ needs Mwalimu Sacco demonstrated adaptive capacity. This is in line with the principles of the Communication Accommodation Theory. However, the persistence of predominantly one-way communication highlighted limitations in fully realising participatory engagement. The study recommends that organisations institutionalize multi-directional communication frameworks, invest in employee-centered communication strategies, and continuously evaluate perceptions to ensure inclusivity. Future research could expand the scope by examining comparative cases in other Saccos or financial institutions to generate broader insights into communication resilience in times of disruption.