Managing stakeholder communication in the Ghanaian telecommunication industry

Abstract

The telecommunications business in Ghana has grown rapidly during the previous three decades. Thus, it is critical to establish effective communication among key stakeholders and consumers. This study's main purpose is to design a strategic framework for managing consumer and stakeholder interest in Ghana's telecommunications industry. Pragmatic research philosophies were used to support quantitative and qualitative research methods. Inductive and deductive research methods were utilised to collect data from 421 respondents for analysis, interpretation, and discussion. Awareness raising, discourse, education, training, capacity development, relevant operational information, implementation and monitoring are important communication strategies. The study found that most consumers and key stakeholders are unaware of telecommunications interests. However, those few stakeholders aware of telecommunications interests claim the communication strategies are not well managed. National Communications Authority, telecommunications service providers, and the Ministry of Communications oversee telecommunications interests. A lack of effective communication resources, insufficient information, and poor service quality are some of the challenges key stakeholders and consumers face in managing communication interests. In addition to properly defined communication channels, regular interaction, the development and implementation of a communication plan, regular feedback, open and thorough engagement, and effective involvement of stakeholders and consumers in the formulation and implementation of communication policies, the findings revealed are means of improving communication interest. The study developed a strategic communication plan to be adopted by the key stakeholders and consumers. The study also employed theories that formed a solid foundation for the study.