Study goals
The objective of this work was to identify the most common techniques and best practices for communication management that contribute to increasing synergy in systemic improvement projects.
Relevance / originality
Communication management is present in all types of projects, however, when considering systemic improvement projects, there is a gap in which communication between IT and users does not always occur with clarity and guarantee of mutual understanding.
Methodology / approach
The approach of the study was multi-method, carried out in two stages, an initial stage of a quantitative approach through a survey, combined with a further complementary stage of a qualitative approach through interviews with a semi-structured script.
Main results
The results achieved in the research confirm that communication with good interaction between IT and users is a decisive factor for the success of systemic improvement projects, in addition to indicating the main practices that corroborate the success of this interaction.
Theoretical / methodological contributions
It is understood that empirical research collaborates academically in the expansion and dissemination of knowledge about the best practices in communication management as it occurs “in the field”.
Social / management contributions
It also contributes to the awareness of employees regarding the commitment to good communication in order to reduce rework in the development and improve the results of projects.