Comunicação organizacional e padrões de comportamento informacional de gestores e analistas de risco de crédito em instituições financeiras governamentais

AUTOR(ES)
DATA DE PUBLICAÇÃO

2007

RESUMO

This study aimed to identify the relationship between information behaviour of managers and analysts in the credit risk sector and the organizational communication amongst them, within financial institutions from the federal government in Brazil, namely CAIXA Banco do Brasil S/A. Based on the work of Tubbs (2003), Wilson (1981) and Kunsch (2003), the conceptual model built up for the study suggests that variables of information behaviour of the subjects investigated should be taken into account in order to improve the communication process amongst them. Based on the authors studied, the study theoretical framework pointed the way to be followed in terms of methodological procedures. It has also been the base for the discussion of the research data. Qualitative and quantitative approached used, and the consequent triangulation of data through the use of questionnaires and interviews make possible to minimize some of the disadvantages of these research instruments. Driven by each specific objective, the study has allowed describing managers and analysts characteristics, the communication process amongst them, their information behaviour patterns and aspects of this behaviour that can be taken into account in the communication process within their organizations. Results show that managers and analysts of credit risks within federal governmental financial institutions in Brazil have higher education studies, mostly in Management, Account and Economics. They also have a good level of professional experience. In terms of the communication process, it should be highlighted that the internal communication is very intense and is essential for carrying out their professional activities. Quanto ao processo de comunicação, destaca-se que a comunicação interna é intensa entre os gestores e analistas de risco de crédito estudados, e essencial para realização das atividades de análise e avaliação de risco de crédito. Results obtained allowed identifying the major elements of the organizational communication process in the institutions studied. Regarding the information behaviour patterns, the study showed that the tasks performed by managers and analysts of credit risks have influence on their information needs, seeking and use. The study took account of the cognitive aspects of the information behaviour, only. The trial of finding a theoretical relationship between information behaviour as an input to communication has been an academic exercise within the context of the Post-Graduate Programme in Information Science at the University of Brasilia. From the results of the present study, it was possible to find out that knowing the information needs of colleagues and the way they seek and use information facilitates the communication with them. Therefore, information seeking and use patterns constitute an important factor for a good communication. It is therefore possible to state that, from the theoretical point of view, the present study added to previous ones that has focused this relationship. This, in turn, meets the approach of theorists like Belkin and Brookes, and positively adds to epistemological issues in Information Science. From the applied side, the study results shall be taking into account in both institutions studied. Its questionnaire has, in fact, been used as a model for services related to the communication process in one of them.

ASSUNTO(S)

managers and analysts information behaviour ciência da informação credit risks financial institutions gestão do conhecimento ciencia da informacao comunicação nas organizações organizational communication

ACESSO AO ARTIGO

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