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This study aims, first, to explore and analyze if and how organizational members’ professions or occupations influence perceptions of internal crisis communication. The second, related, aim is to discuss the role of internal communication in creating a strong organizational identity during a prolonged crisis such as the Covid-19 pandemic.

This study is mainly conceptual but uses quantitative data from a survey conducted in a health-care organization in late 2020 to illustrate the theoretical reasoning.

The results show that the administrative groups perceive factors in the internal crisis communication more favorably than the professional groups. The study suggests that organizational members perceive internal crisis communication differently depending on which intra-organizational group they belong to. This further points to the absence of a “rally-around-the-flag” effect and highlights the importance of working proactively with professionals and in internal crisis communication.

This study highlights the role of professionals in crisis communication, which is an aspect that so far has been ignored. The internal professionalization processes and an intriguing power struggle between professions have obvious consequences for crisis communication. As shown in the overview of earlier research on internal communication, leadership and professional organizations, the prerequisites for creating an increased organizational unity among coworkers are challenging. The idea that a crisis may, as in certain political situations in society, create a “rally-around-the-flag” effect is still relevant, even if the case study is an example of how this did not happen.

To provide an employee perspective on ambassadorship in the context of corporate communication, the purpose of this paper is to explore how employees relate to and experience ambassadorship.

The study has a qualitative approach, and the empirical material consists of semi-structured interviews with, and focus groups of, employees of seven organizations in both the public and private sectors. The paper draws on a contemporary understanding of identity where identity is perceived as an ongoing reflexive process in which employees negotiate and construct of their selves through relating to role expectations and interacting with others. Therefore, ambassadorship is understood as a social-identity, or persona, that is referenced by employees in their identity work.

The findings indicate that employees embrace this persona as they imagine that external stakeholders, colleagues and managers expect it of them. However, the ambassador persona also gives rise to identity-tensions both during work and off work.

The paper contributes a novel way to understand ambassadorship as well as highlighting some of the more problematic aspects of it and furthering the understanding of the concept.

The findings highlight that ambassadorship can have problematic consequences that needs to be addressed. They suggest that the employee perspective should be taken into consideration in internal communication education and training.

The paper contributes a novel employee perspective on ambassadorship.

This article aims to (1) increase the knowledge of how coworkers experience voicing the organization on external social media and (2) deepen and nuance the knowledge of the sources of voice control involved in such communication processes. The study helps understand coworker voicing on social media as situated identity expressions through which coworkers negotiate and contest the organizational identity, thereby co-constituting a polyphonic organization.

The study draws upon a constitutive perspective on communication and a communication-centered perspective on identity and organizational identification to investigate the voicing of organizational members of the Swedish Police Force on social media. The article is based on a qualitative study where interviews with police officers and communication professionals at the Swedish Police Authority constitute the main empirical material. A content analysis of selected social media accounts provided important background information to the interviews and enriched the understanding of coworker voice.

This analysis shows that coworkers voice the organization differently. Furthermore, the study of how coworkers experience this voicing indicates that these variations in how coworkers voice the organization depend on how strongly they identify or disidentify with organizational identity and image expressions voiced by significant others. Based on the analysis, this study presents four voice positions highlighting coworkers' varying degrees of identification/disidentification when voicing their organization on social media and reflecting upon their experiences of voicing. Furthermore, the analysis also demonstrates four sources of voice control: (1) management, (2) colleagues, (3) significant non-members and (4) the status and position of the coworker's voice. These four sources of voice control influence coworkers' voices on social media.

This study also contributes with practical implications, for example that the traditional idea of monophonic organizations must be revised and also embrace a polyphonic, bottom-up approach to strengthening internal trust and organizational identity. This comes naturally with the price of less control and predictability by management but with the benefits of increased coworker engagement and pride.

This study contributes new knowledge and a nuanced understanding of coworker voice on social media and the sources of control that influence coworkers' voices.

Despite the proven link between internal communication and more effective business results, only a few attempts have been made to answer the essential question of who is responsible for managing internal communication in an organisation. This paper aims to examine the presence of internal communication management (ICM) practices in companies in Latvia and launch a new discussion on who should manage internal communication in a modern company to support business strategy and development.

In the first phase of the study, a survey was conducted in three business sectors in Latvia involved in managing and implementing the internal communications function. Using the multiple case study method, the second phase of the study examined in-depth, ICM and the implementation practices in four different Latvian companies. In total, 13 in-depth interviews were conducted within 4 companies, and thematic analysis was used to analyse the material gained from the interviews.

The target companies and relevant professionals from different fields have divergent opinions about who should manage the internal communication function. From the research across four companies, it was concluded that internal communication was implemented in a fragmented manner. There was a weak understanding of the meaning and goal of internal communication. The potential of effective internal communication in reaching strategic goals has not been realised. Responsibility for ICM is often limited to the reactive performance of public relations departments, human resources or marketing specialists. The companies clearly did not have a defined scope of responsibilities for managing internal communication amongst the different parts of their organisations. It can be concluded that company managers should pay attention to how internal communication is conducted, clearly delegate this function to a manager and define the expected results that meet the company’s strategic goals. The results of this research can be used to inform recommendations for integrating the ICM function.

Only a few research papers have discussed responsibility for internal communication functions. This research particularly fills this gap and emphasises the need to assign responsibility for an organisation’s ICM function as it is the core factor in strategic implementation and input related to business goals.

The purpose of this paper is to explain the “evaluation deadlock” or “stasis” diagnosed by many authors. The explanation relies on a thought experiment.

The paper is conceptual and builds on a thought experiment inspired by qualitative research such as interviews with communication consultants in Sweden. It makes use of principal–agent theory and Akerlof’s theory of lemon markets.

A plausible explanation for the evaluation stasis requires consideration of practitioners’ self-interest as businesspeople. The deadlock is explained by an anomaly in practitioner populations and passive or active but covert resistance. If the long-time neglect of measurement and evaluation has led to expectation inflation and overpromising, even well-performing actors might shy away from rigorous measurement and evaluation practices in their own mandates, since they fear being measured against promotional, not realistic standards. At the same time, on the level of industry discourse, these practitioners would still advocate for measurement and evaluation in principle, so as to avoid the suspicion of underperformance.

The paper suggests an explanation for further empirical investigation. It does not attempt to demonstrate anything else than that the suggestion is plausible and that it warrants further investigation.

The scientific community engaged in the measurement and evaluation debate appears puzzled by the discrepancy between practitioners’ words and actions. The authors hope that the paper contributes to a more realistic and thus more constructive dialogue between practitioners and academics in the measurement and evaluation debate.

Inspired by Alvesson and Spicer’s concept of functional stupidity, the paper argues that attempts to explain the evaluation stasis have been marked by circumspection and narrowness. At present, explanations for the evaluation stasis tend to focus on lack of knowledge or inadequate systems or frameworks. The paper offers a more comprehensive explanation.

While the rationale for interventions in a workplace to enhance employee health are well documented, practitioners have difficulty making an economic case to justify the investment required and to demonstrate positive returns on that investment. This paper aims to present case study data from an ergonomics evaluation of a call centre to demonstrate a simple, four‐step pre‐intervention methodology which provides an accounting‐based justification for funding workplace health‐related projects.

Physical and ergonomic assessments of the workplace and employee interviews establish health risk factors. Two direct (discretionary) costs and five indirect (non‐discretionary) operational costs are evaluated. The capital investment to implement the proposed workplace changes is determined. Total net identified benefits are established and used to create accounting‐based financial metrics.

Application of the methodology to the case study found worker compensation insurance, absenteeism and overtime wages to be neutral. Costs to train new workers, lost call processing time and cost of lost employee productivity were significant, the latter representing two‐thirds of the value of all potential benefits.

The paper creates accounting‐based metrics to mitigate health and safety risk factors, while identifying the potential for productivity gains. Management is provided with a simple decision tool to justify an investment in workplace changes.

The purpose of this paper is to examine the psychological influence that the presence of music has on consumers’ evaluations of the service environment. Specifically, it investigates how emotion regulation processes and the impact of emotions/mood are linked to consumers’ evaluation of service and product quality.

An exploratory study was conducted using industry professionals in order to garner insight about the value of music and its benefits in the service environment. A field experiment was then conducted to test hypotheses.

Industry professionals offer implicit theories about the value of music. Specifically, they propose that music can be used to help customers regulate emotions and improve mood, enhance the customer experience and help in attracting new consumer segments. Results from the field experiment found that those exposed to music were likely to improve mood, express more favorable evaluations of the service and product quality of the establishment, as well as exhibit stronger intentions to continue to patronize the establishment.

Using live music in the service environment can be beneficial to organizations by improving customers’ emotional/psychological status as well as their evaluation of the consumption experience.

This research contributes to the existing literature by demonstrating how emotion regulation processes and the impact of emotions/mood are linked to consumers’ evaluation of service and product quality. Also, support for mood congruency judgment is found. Participants in the field study who had been exposed to music indicated that they made efforts to improve their mood and subsequently had more favorable judgments of service and product quality.

The purpose of this paper is to explore the relationship between formal ethics and ethics in practice in the empirical context of real estate agents (REAs) working in the residential housing market, including owner-occupied houses and owner-occupied apartments, in Sweden. The paper investigates problems with the Swedish middleman model of real estate agency with regard to the acceptance among REAs of borderline professional behavior.

We report on a survey distributed to all Swedish licensed residential REAs to investigate their attitudes towards eight scenarios displaying borderline ethical behavior. Firstly, the means of each scenario were calculated, investigating signs of distance between formal ethics and ethics in practice. Secondly, logistic regressions were run for each scenario separately, thereby investigating factors affecting misconduct among REAs.

The empirical results show a clear difference between formal ethics and ethics in practice and also illustrate that some scenarios of borderline ethical behavior are creating greater problems for the REAs.

In Sweden, the seller is the principal, assigning the REA to sell a house or apartment, but the regulation is clear on the role of the licensed REA as responsible for promoting an informed and fair sales process where the buyer is safe to act without their own representative. Our study contributes with information to policymakers on possible areas for the development of the middleman model.

The paper is the first to empirically investigate the middleman model of a Swedish real estate agency in relation to the business ethics of the agents. The use of scenarios in close relation to the everyday working context of REAs as tests of ethics of practice is also of original methodological value to investigate possible diversions of professionals from national regulations.

Traditional approaches to organizational change are of little use in the bid for increased innovation as they reinforce top‐down predictability. An alternative approach is through the creation of pockets of good practice which act as role models of change. These pockets need to be subversive of existing practices but simultaneously deliver organizational success criteria. The success of this approach is dependent upon managers developing a critical perspective about organizational control systems. Contrary to received wisdom the foundation for this critical perspective may be most usefully developed from the manager’s own cynical experience of organizational life. In building this critical perspective management development may begin to fulfil a wider educational role in society.

This paper analyses Rwandan farmers’ perceptions of historical drivers of landscape vulnerability (past), current livelihood assets (present) and existing or potential capacities (future) to increase resilience to drought. The specific focus is on linking experiences from the past and present with ideas for a drought-resilient future. It explores how farmers' perceptions of past droughts and future visioning can contribute to rural development policy and multi-level collaborations.

This study was conducted in Bugesera, a drought-prone district in south-eastern Rwanda. Empirical data was collected through participatory observation, semi-structured interviews and focus groups. The analytical points of departure are based on sustainable landscapes and livelihood approaches, combining spatial and temporal perspectives on challenges and opportunities identified by farmers’ communities in addressing droughts.

All respondents had a high awareness of the impact of droughts. Perceived drivers of landscape change include historical climate events, such as droughts and floods, immigration and agricultural expansion, which have led to demographic pressure on land, deforestation and infringement on natural resources. Factors enhancing resilience capacities include access to diversified sources of livelihood, knowledge of appropriate irrigation techniques and availability of safety nets and credits. Furthermore, farmers identified collaborative opportunities as important for resilience capacity, including peer learning, and sharing best practices through knowledge exchange and on-field training. In addition, farmers brought up the need for innovative institutions that can facilitate access to markets and enable collaboration between different agricultural sectors.

This study analyses farmers’ perceptions of resilience capacities to droughts through a spatiotemporal lens of past droughts, present capital and future challenges by linking scales, knowledge and human–environment nexus. This paper contributes to the knowledge of climate adaptation in Rwanda and to discussions about smallholder farming in the literature on climate change adaptation.