Internal crisis communication strategies during the COVID-19 pandemic in the Gauteng Provincial Treasury department

Abstract

Never has there been a greater demand for internal communication than under COVID-19. It has spread uncertainty within organizations, reduced trust, and had a massive impact on individuals. This research examined the internal crisis communication strategies in the Gauteng Provincial Treasury (GPT) during the COVID-19 pandemic. Specifically, looking at identifying internal crisis communication strategies implemented by the Gauteng Provincial Treasury in response to the pandemic, how employees perceive existing strategies, and their preferred communication strategies during a crisis. The study employed an exploratory qualitative research methodology. To gain detailed insight into the internal crisis communication of the Gauteng Provincial Treasury, the researcher used semi-structured face-to-face interviews as a research instrument. First, the researcher interviewed a GPT communication manager to gain information on the internal crisis communication strategies utilized by the Department during the pandemic. The second set of interviews consisted of 12 employees of the GPT to examine their perceptions of the internal crisis communication strategies utilized by the Department and their views on how they would like to be communicated during a crisis (COVID-19 pandemic). The results revealed that the Gauteng Provincial Treasury implemented the Transparency strategy by providing employees with information about what had occurred and the steps taken; the department intended to lower the uncertainty brought on by the crisis and subsequently foster a sense of security among employees. However, failing to provide timely and consistent communication during the crisis negatively influenced employees’ perception of that communication