Information Flow to Front-Line Employees: Where the Rubber Meets the Road
Front-line employees are the interface between an organization and its customers; insuring those employees are well informed on all aspects of a business is of paramount importance. Too often though, leaders sub-consciously create “in groups” and “out groups” that limit their organization's potential. This presentation is a case study of documented communication problems within a large bureaucracy (physical plant operations of tier-one university). Study group problems were investigated through (1) Activity Theory (academic view of “That’s not how we do things around here.”), (2) Leader-Member Exchange Theory (“in groups” and “out groups”) and (3) linear regression of surveys.
1. Examine pitfalls that leaders often fall prey to when attempting to build successful teams
2. Understand group dynamics of an organization and how those dynamics can help—or hurt—that organization
3. Verify concepts that can inspire staff to go “above and beyond” normal duties
4. Analyze survey data most efficiently to improve employee satisfaction