Enhancing Communication Effectiveness in Higher Education Institutions: Lessons from Walter Sisulu University

Abstract

This study investigated the effectiveness of communication strategies within higher education institutions, focusing on Walter Sisulu University (WSU). The purpose was to assess how institutional communication practices influence student engagement, information access, and satisfaction. Grounded in systems theory, which emphasises interdependence and open communication within organisational structures, the research highlights the need for responsive and multidirectional communication channels in academic settings. A quantitative methodology was employed, utilising a structured questionnaire distributed to 156 registered students across various academic levels and faculties. Data was analysed using SPSS Version 28, and reliability was confirmed with a Cronbach’s alpha of 0.82. Findings reveal that while students are moderately satisfied with current communication tools—particularly Facebook, email, and noticeboards—there is significant underutilisation of platforms like newsletters and the university website. A major concern is the lack of communication about strategic direction, institutional policies, and general information, with 91% of students indicating inadequate access to such content. The study recommends adopting a modern, multi-channel communication approach that integrates traditional tools with social media and digital platforms to ensure inclusivity, consistency, and effectiveness. This research contributes to academic scholarship by offering empirical evidence on the role of communication systems in student engagement and institutional performance for higher education institutions. The study outcomes, furthermore, provide a foundation for future studies exploring the intersection of communication technology and organisational behaviour in higher education contexts.