Title: Does digitised internal communication develop citizenship behaviour? Case study of an Indian government organisation

Authors: Neha Sharma; Sanjay Kumar Khatri

Addresses: School of Inspired Leadership, Plot 76, Sector 44, Gurgaon 122003, India ' District Magistrate Office, Raibareli, 229001, Uttar Pradesh, India

Abstract: The purpose of this research is to investigate the nature and effectiveness of digital internal communication tools and understand the impact of these tools on citizenship behaviour of government employees. The empirical data for this qualitative study was collected from 62 hours of explorative observations and 32 semi-structured interviews conducted with employees (25 teachers; seven officers and coordinators) working in a district education office in India. Transcripts of semi-structured interviews were analysed, coded thematically and the essence of experiences was jointly combined into one description. The research features a single case study of an Indian Government organisation which has recently won an excellence award for introducing digitisation in basic education services. The findings of the exploratory study determined that digital internal communication encouraged the employees of public services organisation to undertake responsibilities beyond their job descriptions and also motivated them to demonstrate citizenship behaviour pertaining to high sportsmanship, consciousness, civic virtue, altruism and courtesy.

Keywords: digital tools; internal communication; citizenship behaviour; government; public services organisations.

DOI: 10.1504/IJPSPM.2019.096670

International Journal of Public Sector Performance Management, 2019 Vol.5 No.1, pp.105 - 122

Received: 25 Sep 2017
Accepted: 18 Mar 2018

Published online: 25 Oct 2018 *

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