Buenas prácticas de comunicación interna en la pandemia en una empresa de servicios: un acercamiento a la comunicación bajo el enfoque de procesos
type: CreativeWork
description: The COVID-19 pandemic crisis that disrupted business companies produced immeasurable challenges for management in companies. To address the crisis, one of the functions they resorted to was internal communication which allowed employees to stay connected to their work and the organization in the new remote environment, thus helping to mitigate the impact of work isolation on the workforce. This article examines the internal communication best practices deployed by a technology services company in Peru during the pandemic, a task in which we applied a process-oriented approach. During the analysis, we identified -in addition to the elements that triggered the processes- the use of online channels, the level of employee satisfaction with the information they received, and the role of managers in internal communication within the context of remote work. The research employed a mixed methodology of surveys and interviews, along with the application of the process model for each best practice. The conclusions of the article suggest that the contributions of internal communication to the organization depend not only on the variety of activities, channels, and communication pieces developed but also on the appropriate use of resources, the transformations performed with them, and the results that served the organization´s purposes.
abstract: The COVID-19 pandemic crisis that disrupted business companies produced immeasurable challenges for management in companies. To address the crisis, one of the functions they resorted to was internal communication which allowed employees to stay connected to their work and the organization in the new remote environment, thus helping to mitigate the impact of work isolation on the workforce. This article examines the internal communication best practices deployed by a technology services company in Peru during the pandemic, a task in which we applied a process-oriented approach. During the analysis, we identified -in addition to the elements that triggered the processes- the use of online channels, the level of employee satisfaction with the information they received, and the role of managers in internal communication within the context of remote work. The research employed a mixed methodology of surveys and interviews, along with the application of the process model for each best practice. The conclusions of the article suggest that the contributions of internal communication to the organization depend not only on the variety of activities, channels, and communication pieces developed but also on the appropriate use of resources, the transformations performed with them, and the results that served the organization´s purposes.
author: Oliva Tamayo, Andrea
author: Yaya Becerra, Silvana Paola
language: spa
keywords: Comunicación organizacional, Pandemias, Empresas de servicios, Communication in organizations, Pandemics, Service enterprises
license: https://creativecommons.org/licenses/by-nc-sa/4.0/
date published: 2023
date modified: 2026-07-24T02:49:59Z
provider: Universidad de Lima
publisher: Networked Digital Library of Theses and Dissertations
type: WebPage
source organization: Universidad de Lima

PropertyValue
property ID: Handle
value: https://hdl.handle.net/20.500.12724/18980