EFFECTIVE COMMUNICATION AND RECORD KEEPING ESSENTIAL INGREDIENT FOR ORGANIZATIONAL PERFORMANCE (A CASE STUDY OF SELECTED BANKS IN KANO)

CHAPTER ONE

INTRODUCTION

BACKGROUND OF THE STUDY

Discontinuous change has become one of the major characteristics of the South African environment. Such an unstable dynamic environment where continuous change is a normal occurrence necessitates an appropriate response in order to gain, regain or sustain a competitive advantage. Organizations in Nigeria are therefore gradually realizing that there should be major changes on how they deploy their strategic resources to transform the organization into something new, totally different from what it has been before. Strategic transformation actions, can however, only be sustained if backed by excellent information systems (including a system to manage the internal records of the organization). All but the smallest number of organizations in Nigeria has record management departments, and the potential market for new records management systems is enormous. Records management has evolved from a paper-based function responsible for the storage of an organization’s miscellaneous documents, to one concerned with the management of specified internal records, in a multitude of media, from creation to disposal, through their active use as sources of information, and hence to ultimate review against retention schedules, for their eventual destruction (De Wet and Du Toit, 2012). The service provided by records management is vital to any organization, and to every information-using employee in it. The primary functionof record keeping is to facilitate the free flow of communication and records through an organization, to ensure that information is available rapidly where and when it is needed. To carry out this function needs an efficient, effective communication and records management program. By helping the users to do their jobs better and more easily, the records manager serves the company. Given that an organization’s records are unique to it, they need to be managed explicitly, just as the organization would manage its other resources i.e. its people, money and estate. The past twenty years has revolutionized the way in which information is generated and stored (Beastall, 2015). The rate at which records are supplied to the end- user has therefore increased drastically as a result of technological advancement. Furthermore, the pace at which information is flowing from employer to employee at times makes it difficult for an employee to ensure that all records have been read before attempting to destroy them. Some of the documents sent by the employer to the employee are so important that if these are destroyed without being read, an employee may find him/herself far behind the normal operation of his/her organization. In support of the above statement, Mrwebi (2012) indicated that information or communication plays a vital role in the economic development and performance of an organization. It is increasingly used as a corporate resource to improve productivity, efficiency and effectiveness.

1.2 STATEMENT OF PROBLEM

In support of the above sentiments, Penn, Pennix & Coulson (2015) defined records as any information that is recorded on any physical medium, generated or received by a business enterprise as evidence of its organization, functions, policies, procedures, operations and internal or external transactions, and valuable because of the information it contains. Correspondence is normally conducted manually or electronically through electronic mail or intranet (is a computer network that uses internet protocol technology to share information, operational systems or computing services within an organization. This term is used in contrast extranet, a network between organizations, and instead refers to a network within an organization). Documents such as policies, procedures, contracts, regulations, minutes, letters, memos, reports, circulars etc. are often available for employees to update or familiarize themselves with the normal operation of their organization. Ignorance of such documents may affect the competitive performance of an organization. This implies that information in the form of records is used by organizations via employees as a strategic weapon to gain a competitive advantage for the organization that creates, receives and uses them effectively (Mrwebi, 2012). Most organizations do not have a good record management system. Organizations face the same problem of record management. The records management in most of the organizations in Nigeria is very poor. Missing documents and improper filing systems are basic examples. Proper records management gives opportunity for promotions, pay increase and other motivations enjoyed by the employees and the management. These challenges motivated the researchers to examine the effect of communication and records management on the organizational performance.

1. AIMS OF THE STUDY

The major purpose of this study is to examine effective communication and record keeping essential ingredient for organizational performance. Other general objectives of the study are:

1. To examine the extent to which the information user’s behavior and proper records management contribute to the performance of an organization.

2. To examine the relevance of effective communication and records management in the organization.

3. To examine communication system in an organization and how it affects the information dissemination process

4. To examine the effect of communication and proper records management on the performance of the organization.

5. To examine the problems associated with records and information management in the organization.

6. To examine the relationship between effective communication, record keeping and organizational performance.

7. To examine the role of communication and records management and the behavior of end-users in an organization.

1.4 RESEARCH QUESTIONS

1. What is the extent to which the information user’s behavior and proper records management contribute to the performance of an organization?

2. What is the relevance of effective communication and records management in the organization?

3. What is communication system in an organization and how does it affects the information dissemination process?

4. What are the effects of communication and proper records management on the performance of the organization?

5. What are the problems associated with records and information management in the organization?

6. What is the relationship between effective communication, record keeping and organizational performance?

7. What are the role of communication and records management and the behavior of end-users in an organization?

1.5 RESEARCH HYPOTHESES

Hypothesis 1

1.  There is no significant effect of communication and record keeping on organizational performance.
2. There is a significant effect of communication and record keeping on organizational performance.

Hypothesis 2

H0: There is no significant relationship between effective communication, record keeping and organizational performance.

H1: There is a significant relationship between effective communication, record keeping and organizational performance.

1.6 SIGNIFICANCE OF THE STUDY

The research work will be of immense benefit to various forms of organization in Nigeria at the conclusion of this research work. Both top and low level managers in Nigeria organization would beable to view communication and record keeping as a means by which people are linked in an organization to achieve their common objective. The outcome of the research would be to increase the use of communication and record management among the staff and managers of organization. This would lead to networking of the organization and high rating in the world chart of organizations. Also staff would be more equipped to deal with new technology and best practices which most organizations have embraced. Finally the relevance of effective communication, record keeping and new innovations would ensure high performance of both staff and managers of the organization under study. However, the study results will help the management to identify the role of organizational communication and record keeping in an organization. It will also help the management in planning for the development and implementation of effective and efficient communication that will lead to effective employee performance.

1.7    SCOPE OF THE STUDY 

The study is based on effective communication and record keeping essential ingredient for organizational performance, a case study of selected banks in Kano.

1.8 LIMITATION OF STUDY

Financial constraint- Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).

Time constraint- The researcher will simultaneously engage in this study with other academic work. This consequently will cut down on the time devoted for the research work.

1.8 DEFINITION OF TERMS

Organizational performance: It comprises the actual output or results of an organization as measured against its intended outputs (or goals and objectives). Specialists in many fields are concerned with organizational performance including strategic planners, operations, finance, legal, and organizational development.

Organizational communication: A process by which activities of a society are collected and coordinated to reach the goals of both individuals and the collective group. It is a subfield of general communications studies and is often a component to effective management in a workplace environment.
Communication:  Communication is the transfer of information from one person to another.

Records management: According to Millar, Roper, Stewart (2012) is; The area of general administrative management concerned with achieving economy and efficiency in the creation, maintenance, use and disposal of the records of an organization throughout their entire life cycle and in making the information they contain available in support of the business of that organization.