The Oft-Forgotten: The Role of Cleaners, Messengers, Security Operatives and Gate Keepers in Effective Organisational Communication and Development

Keyword : Cleaners .Messengers .Security Operatives .Organisation Communication

Author(s) : Chukwu A. Ejem & Agwu A. Ejem

Abstract :

The purpose of this paper is to explore the role of the oft-forgotten group of people in organisations such as cleaners, messengers, gatekeepers, security operatives, drivers and so on who often provide the initial interface with the various publics of the organisation in providing effective internal and external communication within the organisation. The methodology of this research is exploratory review of various articles and books. The results of this paper indicate that cleaners, messengers, security operatives and gate keepers are very crucial in providing effective organisational communication, particularly using oral and informal communication. They provide the initial contact between the customer or the external publics of the organisation and the organisation itself; and more often, they are a crucial part of how the external publics perceive the organisation. While it is understood that corporate leaders everywhere spend upward of 80 percent of their work time in communication-centred activities,
we thought it goes without saying that cleaners, messengers, security operatives and gate keepers spend 100 percent of their work time in communication-centred activities. If businesses must maintain an adequate level of communication effectiveness to survive and if they must raise the level at which communication contributes to productivity and eventually to profitability of the businesses, the place of cleaners, messengers, security operatives and gate keepers is crucial because they provide crucial informal, oral and interpersonal communication to the lowest cadre of customers who cannot readily reach the top management. We recommend that organizations must make effort to positively influence job elements. Any such effort should involve cleaners, messengers, security operatives and gate keepers.

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