Internal crisis communication during the COVID-19 pandemic : case company : Hämeenmaa

The purpose of the research is to analyse how efficient the internal crisis communication has been during the Covid-19 pandemic at case company Hämeenmaa and what kind of knowledge about crisis communication was gained by the supervisors of the units. The aim is to provide valuable and practical information for the case company. The theoretical section of the thesis covers four main subjects. Firstly, crisis communication is covered in which crises are defined, internal communication is briefly explained, issues of crisis communication are presented, and evaluation is introduced. Secondly, special features of Covid-19’s connection to communication are presented. Thirdly, supervisor communication during crises is discussed. Fourthly, an introduction of the case company’s situation regarding internal crisis communication is provided. The empirical part of the thesis utilized a triangulation research method by combining quantitative and qualitative methods. This was done by establishing an online survey consisting of closed and open questions. The survey provided supervisors with the possibility of expressing their views of the topic. The survey was collecting information for two and half weeks from the research target group which consisted of 130 supervisors. Results were then analysed and compared to the theoretical framework. Valuable information was gained about the efficiency of crisis communication. The situation in the company has been overall demanding, yet results show that good practices have been used. Pre-planning and fast reaction have been dominant elements. Supervisors felt that the style, content and channels of the communication have been efficient. Additionally, the communication was able to help the supervisors succeed in their work. Supervisors have learned that the most important factors of crisis communication are up-to-date information, clarity of communication and swiftness of the initiative. Additional knowledge was also gained, and the overall image of learning has been positive. The gained knowledge and experiences are recommended to be shared among other supervisors The study findings provide a basis for more profound research regarding internal crisis communication within the company and offer a resource for other companies to examine while evaluating their crisis communication efforts and plans