Factors affecting effective communication between building clients and maintenance contractors

Purpose - Studies on communication in the construction industry have generally concentrated on the briefing process and the construction process. However, studies on communication problems experienced by building clients' and maintenance contractors' representatives in the field of facilities management are less common. Thus, there is a need for studies of effective communication in facilities management, particularly between building clients' and maintenance contractors' representatives as these provide a valuable contribution to the area. Aims to fultil this need. Design/methodology/approach - A maintenance contracting organization and four of its clients were selected for this research. A total of 44 project participants from the building clients and a maintenance contractor were interviewed in Singapore. Findings - The findings suggested that, for effective communication, project participants have to be continuously proactive, even though communication may initially be ineffective. Reactive responses will result in ineffective communication at a later stage, even though communication may initially be effective. Research limitations/implications - The study identified two additional areas for further research that are mainly related to facilities management. These are modes of communication and communication distance between building users and craftsmen. Practical implications - The research documented in this paper investigates the factors affecting effective communication between building clients and maintenance contractors. A better understanding of these factors would help to reduce miscommunication and enhance productivity and working relationships. Originality/value - The study showed that advanced information communication technology helped to overcome some of the communication barriers between the stakeholders in different stages of the lifecycle of a building. However, with building maintenance, proactive responses were encouraged to improve communication between facilities managers and other stakeholders, such as end users. © Emerald Group Publishing Limited