The significance of centralised communication on a decentralised organisation : a case on railway safety regulator

Abstract

The rationale for the study was to explore the significance of centralised communication in a strategically decentralised organisation. Organisations either centralise or decentralise their functions as part of adapting to the external environment. Whether the organisation's strategic direction is centralised or decentralised, communication remains significant because it is the glue that holds the organisational functions together. To remain relevant to innovations and circumstances, organisations change strategies from time to time. Today’s complex macro-organisations, such as the Railway Safety Regulator (RSR) have taken a strategic decision to decentralise to regions. This is done rightfully so, as regional functions are needed at regions for timely responsiveness. It is, however, critically important to amputate the uncertainty on whether the communications function should be decentralised or not. Although literature exists on centralised and decentralised communication, it does not respond to or inform entities that are challenged by uncertainty on whether the communication should be decentralised or not. The study, therefore, intended to highlight the importance of centralised communication as a prevailing model for decentralised organisations. The research study was cross-sectional and took on a mixed-method approach, which included both quantitative and qualitative methodologies. A survey questionnaire with employees, as well as qualitative in-depth interviews with management, were conducted. The researcher administered an online survey questionnaire to solicit all 140 employees of RSR across three regions and its head office with the aim of acquiring their perception of the importance of centralised communication. Online in-depth interviews were conducted with seven (7) senior management members of the organisation; this afforded the researcher an opportunity to engage the organisation’s top structure employees and get a deeper understanding of the entity’s challenges when it comes to the uncertainty on whether communication should be decentralised or not so that an appropriate highlight of the importance of centralised communication be presented at the end of the study. The deployment of these two research methodologies enhanced the validity and reliability of the study. The results reveal that centralised communication is significant and beneficial as it ensures uniformity and seamless messages, which contribute to transparency and promotes a good image of an organisation. Since complex macro-organisations are facing the challenge of the uncertainties on whether to adopt a centralised communication approach or not, the study recommends that the management of these entities should endorse the centralised communication approach because it will help build their reputation, and it is a strategic mechanism of responsiveness.