Exploring and analysing channels of communication used by the greater Tzaneen Municipality with residents regarding service delivery

Abstract

This study focuses on communication challenges regarding service delivery in the Greater Tzaneen Municipality. Service delivery is a contemporary issue that confronts citizens and the government of South Africa. In the Greater Tzaneen Municipality, residents most often protest for different reasons, some of which could possibly be because of what they perceive as poor service delivery or a breakdown of communication and feedback between the municipality and citizens. The study proposes that civil unrest can be minimised through amongst others, communication; therefore, it is important to analyse the channels of communication that the Greater Tzaneen Municipality uses to engage with residents regarding service delivery. The aim of this study was to analyse the channels currently used by the Greater Tzaneen Municipality to communicate with residents to determine the extent to which these channels facilitate two- way communication and how accessible they are to citizens. A mixed method exploratory and descriptive approach was adopted. Surveys were administered to 385 residents while semi structured interviews were conducted with four (4) municipal officers in the department of external communication of the Great Tzaneen Municipality. The sample included both males and females. Data collected through the interviews and survey questionnaires was thematically and descriptively analysed respectively. The results revealed that both traditional and modern channels of communication are used by the Greater Tzaneen Municipality; social media, radio and community meetings are utilised for immediate feedback. However, the issue of data and airtime for community members to engage on social media or with radio calls for immediate feedback is a challenge. The study further found that although the residents are aware of service delivery issues, their civil unrest behaviour does not change. Therefore, the study recommends that more channels that offer immediate feedback without data and airtime challenges be used, such as community meetings. The study also recommends that future research should investigate how awareness can be raised to change residents’ behaviour regarding civil unrest.