Intraneti roll avaliku sektori organisatsioonis kodakondsus- ja migratsiooniameti näitel



Journal Title

Journal ISSN

Volume Title


Tartu Ülikool



The purpose of this bachelor’s degree thesis is to elucidate the role of the Intranet in a public sector organization, based on the example of the Citizenship and Migration Board (CMB). The bachelor’s degree thesis is based on a quantitative and qualitative study aimed at finding an answer to the central question: what is the position of the Intranet compared to other communications channels? To this end, the author analyzed the other channels used in the organization and looked for answers to the following supporting questions: what communications channels are used at the CMB; what is the quality of the communications channels; what is the percentage of each communications channel in the organization according to use; and is there any reason to prefer the Intranet to other communications channels, and if so why? In the theoretical chapter of the thesis, the writer gave an overview of the theoretical points of departure and examined the following terms: organization, intraorganizational communication, communication methods and roles and Intranet. As the theoretical basis for the term organization, the author examined the treatments devoted to the terms by Virovere et al and Pace & Faules. In elucidating the term “intra-organizational communication“, the author relied on Vadi. In describing communication methods and roles, the author relied on McKenna and, in examining the term “Intranet”, Telleen, McKenna, Mansel-Lewis, Edenius & Borgerson and the Estonian daily Äripäev. The CMB’s employees were the target group of both the quantitative and the qualitative analysis. The quantitative study was based on the results of a questionnaire posted to the organization’s Intranet for all to respond. The questionnaire focused on the amount of and the purposes of Internet use in the organization. The qualitative analysis is based on interviews, involving the CMB’s employees on every level. The goal of the interviews was to identify the communications channels used at the CMB as well as the opportunities and importance of each channel in everyday work. Based on the quantitative study, it can be concluded that a majority of CMB employees consider the Intranet useful and use the Intranet as their primary source of information. The primary function used in the Intranet is the search for contact information. On the basis of results of the qualitative study, the Intranet is an important communications channel in everyday work at the CMB, but so are e-mail, telephone, WebDesktop document management system, direct contact and meetings. Through its clear and simple structure, the Intranet helps locate a majority of the information, documents and forms pertaining to the organization. The Intranet does not play a special role in forwarding brief information or double-checking and updating information, but it is an important communications channel used to send large volumes of information in static form to all organizational members. Based on the results of the study, it can be said that the primary role of the Intranet at CMB is to distribute to employees information about the organization, its members and forms necessary for work. The author recommends that further research be devoted to possibilities of making the Intranet environment a meeting place for coworkers which is more interactive than the current one-way communications channel. Another research finding that bears mentioning is that the WebDesktop is too complicated an environment and there is an over-proliferation of e-mails. Both of these channels represent important tools for the job, as a result of which the problems cited should not be disregarded.


H Social Sciences (General), bakalaureusetööd, organisatsioonid, avalik sektor, valitsusasutused, ministeeriumid, suhtekorraldus, kommunikatsioon, Internet, sisekommunikatsioon, organisatsioonikommunikatsioon, Eesti. Kodakondsus- ja Migratsiooniamet