Also DiFonzo and Bordia (1998) emphasize the relation between communication
and uncertainty. They claim that successful programs of change communication
depend on the accurate management of uncertainty associated with change, since poor
or insufficient information will initiate rumours and gossip. Consequently, DiFonzo
and Bordia are of the opinion that more and accurate information will reduce people’s
perception of uncertainty, and proactively establish and maintain trust. Similar
reasoning can be found in an article by Bordia et al. (2004), where the authors conclude
that a systematic communication program ensure the possibilities to lessen employee
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They emphasize that if employees have been involved in the change process, they will
also feel more in control of the result. A comparable conclusion is drawn by Daly et al.
(2003), who focus on the importance of internal communication during organizational
change. Harkness (2000) pinpoints that measuring the effectiveness of internal
communication during a change initiative is vital to emphasize the importance of
communication to management, and to ensure that it remains on their agenda.
According to Harkness, employee’s satisfaction with internal communication has
hardly changed since the 1970s, and this can be explained by the absence of effective
tools to measure communication. Consequently, the general recipe that is offered for a
successful change program is to keep employees well informed.