Ruídos na comunicação interna do INSSa influência do whatsapp no diálogo institucional

Resumo

Purpose: Understanding how WhatsApp changes the channels used by workers with internal communication at INSS and what noises are present in these relationships is the focus of this investigation. Methodology: Between March and June 2024, 13 employees and managers who work with the internal communication of the Brazilian social security authority, the INSS, were listened in indepth and semi-structured interviews. Findings: Among the results, WhatsApp encourages communicates without without alignment. Communication ceases to be the link, because there will be demands that will not pass through the area. Each one will be an isolated transmitter, a channel and this weakens the planning as a whole and the feeling of connection with the organization. Research Limitations: The study of the reality of the INSS cannot be understood as something that applies to any and all institutions, just as what will be reported by the civil servants interviewed cannot be removed from the context of the social security authority. There is also the relationship with time: what is being said is focused on the now and does not apply to all institutional moments. Practical Implications: Resources deceive as ease and Public Administration is carried out through tools that were developed for commercial needs and objectives, which do not always bring security to dialogue flows. Because they change daily life quickly, without reflection, it is necessary to have studies to monitor and document these processes. Social Implications: Despite this study listening to a specific audience – managers and employees of the INSS who work in the Institution's Communication – and being understood in a Brazilian organization, in a certain period of time, some changes were presented in the way of dialogue between connected human societies, based on observation of how the internal and institutional communication of the Brazilian social security authority is carried out. Originality: This dissertation seeks to focus attention on fuss and channels, which are less studied dimensions of communication processes; academia is more occupied with analyzing the message, sender and audience. It is also important to focus on understanding a contemporary phenomenon, which is the use of technological tools and devices, which are constantly updated, and the social and organizational effects of these innovations, which are recent and continue to be related and changing. It is also relevant because its object is a very complex institution such as the INSS, which has geographic capillarity and an intense presence in the lives of approximately 38 million Brazilians and their families, according to the Transparency Portal (2023), being an institution that practically relates to the entire society of the country.

Ficha do documento

Tipo

Dissertação

Ano

2024

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Acesso aberto

Identificador

oai:repositorio.fgv.br:10438/35981

Temas

Administração PúblicaGovernança

Palavras-chave

RuídoComunicação internaComunicação organizacionalINSSCanaisNoiseInternal communicationOrganizational communicationChannelsAdministração públicaCultura organizacionalAnálise de conteúdoComunicação – Ruído