Disconnected dialogues: Community perceptions of municipal communication in KZN

Résumé

This study investigates the effectiveness of communication tools and practices employed by a local municipality in KwaZulu-Natal, South Africa, in facilitating meaningful engagement with its stakeholders. A mixed methods research design was adopted, incorporating quantitative data from a structured survey administered across four communities (n = 432), alongside qualitative insights from an interview with a communications department staff member. Findings indicate that only 20.3% of respondents reported receiving communication from the municipality, while the majority experienced limited interaction. Council meetings were identified as the most recognised communication channel. Some participants suggested that communication challenges may contribute to community unrest, including protests. Although the municipality reported using multiple communication platforms, respondents expressed that these channels did not effectively address their concerns. The results reveal a notable disconnect between institutional communication efforts and community perceptions, suggesting that current practices fall short of participatory and two-way communication standards. The study concludes that enhancing communication strategies may assist municipalities to foster public trust, reduce conflict and promote active civic participation.

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