From process to outcomes: rethinking the effectiveness of internal communication

International Journal of Organization Theory and Behavior. 2026. Vol. -. No. -. P. 1–20.

Sinitsyna E., Argade P.

Purpose
The purpose of this article is to systematize existing approaches to defining the effectiveness of internal communication and to propose an integrated conceptual framework that combines communication processes, outcomes and organizational context to explain which internal communication can be considered effective.

Design/methodology/approach
A systematic literature review, supplemented by a qualitative meta-synthesis (Scopus, Google Scholar, 1995–2025). The analysis includes 39 peer-reviewed publications that address internal communication at the organizational level.

Findings
The meta-synthesis indicates that effective internal communication can be conceptualized through three interdependent dimensions: content, strategic and relational, which determine the achievement of outcomes. The content and strategic dimensions define what is communicated and why. The relational dimension functions as the mechanism converting communication into affective, attitudinal, behavioral, relational and organization outcomes. This dimension forms a recursive cycle in which relational conditions and outcomes reinforce one another. The effectiveness of internal communication further depends on the ability of an organization to adapt it to internal and external contextual factors, such as routine and crisis conditions.

Originality/value
The research positions effective internal communication as the main object of investigation and contributes to its understanding by systematically integrating three theoretical perspectives: systems theory, relational coordination theory and the goal model. The proposed framework incorporates process characteristics, recursive relational dynamics, outcomes and contextual factors. The framework offers organizations a qualitative basis for diagnosing internal communication. A preliminary, nonvalidated set of items is proposed as a starting point for future operationalization and measurement of effective internal communication.

Keywords: effectiveness, scales, employee voice, systematic literature review, systems theory, Internal communication, Ineffective internal communication, Goal model