Internal Communication and Sanitary Service Delivery in Lyantonde District, Uganda
Abstract
The study focused on the influence of internal communication on sanitary service delivery in Lyantonde district. The study was guided by the following objectives: to find out the current state of internal communication, to identify the state of sanitary service delivery, to determine the impact of internal communication on sanitary service delivery, and to identify the key factors influencing internal communication in Lyantonde district. This study adopted a case study research design and qualitative approach with a sample size of 53 respondents. The respondents were selected using purposive sampling. The data was collected using the interview method and analysed thematically using Atlas TI. The study found that internal communication in Lyantonde District is characterised by a mix of informal digital channels, such as WhatsApp, SMS, and phone calls, and formal methods like memos and circulars, with the former increasingly relied upon due to accessibility and speed. However, serious challenges persist, including inconsistent communication frequency, unclear or contradictory messages, limited feedback mechanisms, and a strong top-down flow that marginalises frontline workers. The study also concluded that sanitary service delivery is marked by systemic inadequacies in infrastructure, accessibility, maintenance, and equity. The study recommended that the district adopt a more integrated and inclusive communication strategy that balances the use of informal digital tools with strengthened formal channels. The study also recommends strengthening internal communication systems by adopting multi-channel approaches that ensure messages reach all relevant staff promptly and clearly, including frontline workers with limited digital access
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Copyright (c) 2025 Rosemary Tumuhairwe, Noel Kansiime, PhD, Rorert Turyamureeba, PhD
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