A systematic literature review of interpersonal communication strategies for optimizing government employee performance in the digital era

Background

Today’s digital changes make it easier for anyone to perform tasks in various areas of life, including government jobs. Some of the benefits obtained include support for administrative and operational processes, faster and easier public services, transparency, assistance in improving security, ease of risk management, and better decision-making by government organizations through data analysis (Daraba et al., 2023). However, the rapid development of the digital era poses a challenge for the public sector in providing public services and managing human resources. Technological developments have changed the way people work, changed communication patterns and cooperation, and influenced the demand for human resources who have the necessary skills and knowledge for the task.

The role of communication has become crucial for building and improving government performance in the digital era in view of today’s challenges. Its importance lies in the ability to establish good working relations between government employees, including between superiors and subordinates, colleagues, and within government units. This agrees with organizational theory, which states that interpersonal communication is a straight line between impersonal and bureaucratic communication in organizations. Interpersonal communication is personal, involves social interaction, and is not limited to strict formal rules. Interpersonal communication involves both impersonal and bureaucratic aspects in the organizational environment (Hardjana, Andre, 2019).

Interpersonal communication is also crucial for governments facing innovation and technological changes. This refers to Everett Rogers’ theory of innovation diffusion in 1993. In summary, diffusion refers to the spreading of information within a social system. This may involve new ideas, technologies, and cultures. According to the theory of innovation diffusion, interpersonal communication is essential for organizations in informing about changes to be accepted, especially regarding the impact of the digital era. This will contribute to creating and balancing individuals in adapting to changes and can mitigate resistance due to the inability to accept changes.

Interpersonal communication is also crucial, as seen in the existence, relatedness, and growth (ERG) theory, developed by Clayton Paul Alderfer as an adaptation of Maslow’s theory. In summary, this indicates that humans fundamentally desire to be valued and recognized (existence), invited and involved, and to establish relationships and socialize with others as a way to increase connections (Usman, Husaini, 2006). Therefore, involvement and interpersonal relationships are important to create bonds among employees, enhance engagement, and enable more productive work and adaptation to changes.

With regard to productivity, the need for the best skills of employees is clear. In creating government employees capable of achieving good results, interpersonal communication plays a crucial role in forming an effective communication network and building an open and responsive organizational culture. It serves as a means of disseminating knowledge and skills and encouraging government employees to share information, best practices, and develop their abilities. Effective communication between individuals can greatly influence the performance of employees, as both positive and negative communication can make a difference (Humaidi, 2020).

In the context of human resource development in the government, interpersonal communication can be considered an instrument used to motivate government employees in facing changes, ensuring that they remain receptive, adaptable, and continue working within the organization to achieve organizational goals with competitiveness, productivity, and innovation. Considering the relationship between interpersonal communication interconnections and employee performance in this study, this research becomes essential for government organizations in preparing for the current digital era.

On the basis of the findings and implications derived from the review of articles published between 2017 and 2024, several research gaps have been identified. Despite the acknowledged importance of interpersonal communication strategies, in-depth research has been conducted on how interpersonal communication specifically affects public service performance in the digital era. Further research on how government employees can integrate digital skills into interpersonal communication strategies is required. In addition, there is a gap in understanding how interpersonal communication strategies can specifically create an environment that supports psychological safety and collaboration within a high-performance work system (Yasa et al., 2021).

Purpose: This study explores interpersonal communication’s impact on human resource (HR) development in the digital era by examining its role in improving employee performance. The following research questions will be discussed on the basis of the identified research gap:

Reviews

A systematic literature review involves collecting and analyzing existing research on a specific topic with the objective of responding to established research questions (Kitchenham & Charters, 2007). The literature review adheres to the systematic five-stage process outlined by Tranfield et al. (2003), as demonstrated in Figure 1. The following explain the stages.

Figure 1. Systematic literature review stages.

Planning the review

An expert panel is formed at this stage to provide their specialized knowledge. Specifically crafted review questions will guide research. A search strategy, inclusion and exclusion criteria, and analytical methods were outlined in the review protocol.

This Systematic Literature Review employs Mean Difference, Risk Ratio, and Odds Ratio as effect measures to assess the influence of marketing, communication, and interpersonal communication skills training interventions, respectively.

Identifying and evaluating studies

Research is carried out utilizing databases such as Google Scholar and Scopus during this stage. Data is gathered from studies that adhere to established protocol criteria for ensuring data accuracy and significance.

Inclusion and exclusion criteria

The data search or information source strategy is the first stage of this research. Study selection was performed by assessing quality, adhering to eligibility criteria, using quality assessment instruments, data synthesis, and data extraction. In the data search, “interpersonal communication” “performance” “human resource development” “digital era” and “government” were the keywords used by the author.

Data search sources for the review came from Google Scholar using the Publish or Perish application and Scopus based on journals published between 2017 and 2024. The articles cover crucial themes in the public sector, including interpersonal communication, performance improvement, human resource development, and the digital transformation. To ensure data accuracy, sourcing was limited to Google Scholar and Scopus. The research methods must be both reliable and valid for comprehensive analysis. The chosen articles should meaningfully add to the study goals by substantially answering the research queries. Irrelevant studies were discarded. We analyzed publications only from 2017 to 2024 for data relevance. Ambiguous studies were omitted for precise assessment and combination. The review incorporated only studies of acknowledged quality standards. The study selection in the review was based on its alignment with the research objectives (Figure 2).

Figure 2. Inclusion and exclusion criteria.

Extraching and synthesizing data

Studies are evaluated based on pre-established criteria. To ensure reliability and trustworthiness. To prepare the data for presentation or synthesis, several careful steps are taken. Firstly, missing summary statistics are addressed using imputation methods, such as employing the mean or median of available data. Second, data from various sources are converted into a uniform format, which includes unit measurement conversion, normalization, and logarithmic transformation if necessary. Thirdly, the data are validated to ensure accuracy and consistency, with verification through comparison with the original sources. Finally, data from various studies are combined using meta-analysis techniques to provide stronger and more comprehensive conclusions (Figure 3).

Figure 3. Extracting and synthesizing process.

Eligibility criteria from the Google Scholar database operated through the Publish or Perish application were chosen because of ease of data access and availability of the required data, which includes clear information such as title, author names, citations, and journal names. From Google Scholar, we found 223 articles that were then screened to obtain 29 relevant articles suitable for review. The Scopus database, which is an internationally indexed database, has been used to supplement references because the quality of the Scopus data is highly respected. The search resulted in 88 articles from the keywords, which were then screened using the Scopus CSV export file, yielding 3 articles for SLR information. Articles were selected on the basis of the relevance of the writing topic, the use of trusted and valid methods, reliable sources, sufficient data availability for analysis needs, and alignment with the writing objectives. The Process at Figure 1. Review identification.

Results: Interpersonal communication positively and significantly influences government employee performance in the digital era. These results indicate that positive interpersonal communication can improve public services. Therefore, government organizations implement adapted interpersonal communication strategies to create a work environment that supports employee psychological safety, collaboration, and innovation. In addition, understanding team coordination patterns and factors that influence team performance, implementing technology-based policies, and improving human resource management are important. Therefore, in the digital era, government organizations need to pay attention to the role of interpersonal communication in developing human resources and improving employee performance.

The extraction and synthesis process in evaluating whether a paper is about interpersonal communication involves key steps to identify the paper’s main contributions to performance, the digital era, and human resources. First, the paper is assessed for its insights into enhancing individual or organizational performance, its relevance to challenges and opportunities in the digital era, and its contribution to human resource strategies and management. Next, the paper’s scope relevance is examined to ensure the topics covered meet research needs, and the relevance of findings is analyzed to determine if the research results can be effectively applied in broader contexts or specific situations. Finally, the paper is selected based on these evaluations to ensure that only those with substantial and relevant contributions are used in further research or academic writing.

This evident in prisma by Hatijah Umpain and Herachwati (2024b). 32 papers were finally included from a pool of 311 after the stages of identification, screening, eligibility, and inclusion were completed. The researchers set the standards for selecting relevant and high-quality papers. 223 articles were identified using the Google Scholar database via the Publish or Perish application. 29 articles passed the screening process. 88 articles were obtained by searching the internationally recognized Scopus database using the keywords “interpersonal communication,” “performance,” and “human resource” on February 11, 2024. 3 more articles, chosen for SLR, following Scopus CSV file screening. Articles were chosen based on relavance to research objectives, trusted methods usage, reliable source credibility, data availability for analysis, and alignment with writing objectives. The studies included in the systematic review had to meet the predetermined eligibility criteria, ensuring its credibility and validity (Figure 4).

Figure 4. Prisma diagram.

Data extraction and synthesis

The data from the studies were extracted using standardized forms. Meta-analysis or qualitative synthesis methods are used to integrate findings from multiple studies.

Reporting and dissemination

In the final stage, the report is formatted for ease of understanding and application of the review results. The study’s findings aim to shape communication strategies and inform government decisions in the digital realm.

In the following sections, stages 4 and 5 of the Tranfield process are explored.

Influence of public service communication on employee performance in the digital era

In today’s digital era, communication, such as writing, is an important factor that can influence employee performance in public services (Asri, 2018). It cannot be denied that technology can change the way individuals interact; however, these human relationships are central to organizational performance. The ability to communicate effectively in society can play a key role in the success of services Putri and Chatamallah (2023) and Rohida (2018). Interpersonal communication, as per Thomassawa (2016) significantly impacts workplace relationships, thereby affecting service delivery and performance. In today’s digital era, employees’ ability to accommodate technological changes while maintaining personal relationships with the public is based on human communication. Evaluation of some author’s articles yielded the following data.

Table 2. Influence of Public Service Communication on Employee Performance in the Digital Era. These studies indicate that communication among people can influence communication among government employees. Communication among employees fosters good relationships, resulting in openness and trust (Saragih, 2020). Higher levels of communication correlate with better performance (Tusakinah & Fadel, 2021). Attention should be paid to the quality of communication among individuals in the working environment.

Other research findings (Pamungkas & Khotimah, 2022) suggest that civil servant performance can be enhanced through communication among employees. Openness and trust can be achieved through effective communication. Similar results have been shown in other studies (Larasanti et al., 2024; Fatmasari & Adha, 2022) that examined openness, empathy, positive support, and equality, which have partial and simultaneous positive effects. Similar dimensions such as empathy, positive attitudes, openness, and benevolent attitudes positively influence work quality, quantity, and timeliness (Arfiany et al., 2021).

Saputra (2023) evaluated the impact of people communication on employee performance and indicated that training and skill development can improve employee performance. Organizations are advised to pay attention to people’s communication to enhance employee performance. As described by Kristiyaningsih et al. (2017), skilled employees tend to have more intensive interactions with visitors and show more empathy, making visitors feel valued and appreciated, ultimately driving a positive evaluation. Therefore, employees, especially librarians, can be more productive if they possess good working abilities.

When providing good public service, communication with the community is essential to ensure their satisfaction, given that the government’s role is to serve citizens. However, communication among colleagues is also crucial for aligning perceptions in achieving organizational goals, fostering collaboration, and promoting good collaboration. As stated in the article (Sazali & Siregar, 2021), communication between employees plays a crucial role in facilitating internal work processes and can enhance employee performance. The greater the interactive relationships among employees, the higher the performance (Muhammad et al., 2018).

In the digital age, the author deems crucial attention to interpersonal communication, which enhances both performance through technology and skill development while tackling technical and non-technical barriers including communication issues. Combines ideas from Asri (2018), Meta Savari and Edi Prihantoro (2020), Meydita Asima Megarani Simbolon (2023), Taufik (2023), Putri Chatamallah (2023) and Rohida (2018).

In today’s digital age, high-quality interpersonal communication, characterized by openness, empathy, and positive support, remains essential for improving employee performance in public services. Enhancing communication skills among employees not only increases internal interactions but also elevates public service satisfaction by improving external communications. Effective employee performance and high-quality public services can be achieved through investment in the improvement of interpersonal communication in the digital age.

Human communication strategies for implementing technological changes and digital skills requirements

In the digital era, organizations are confronted with a complexity of challenges and opportunities. Communication strategies have become a key aspect in designing and implementing necessary transformations in the midst of technological changes and the evolving skills landscape (Dini Fajriyani et al., 2023). To effectively communicate the urgency and benefits of change, clear and persuasive communication that makes all parties feel heard can motivate employees and the public to adopt new technologies and realize their consequences. A supporting article is presented below for further insight

Table 3. Human Communication Strategies for Implementing Technological. The test is based on the view that digital changes are beneficial in various aspects of government, including administrative processes, operations, public services, transparency, security, risk mitigation, and better decision-making through data evaluation. Ongoing technological developments have changed work patterns, communication, and combinations, and human resources should have the necessary skills and knowledge.

The article “The Role of People’s Communication Skills in Human Resource and Management” Ansari (2021) provides deep insights into the role of communication skills in human resource management. This study’s comprehensive understanding of how interactive communication can influence employee performance and team combination is also supported by Khairunnisa et al. (2023), agile communication is emphasized as crucial for enhancing team collaboration and achieving organizational goals. This study highlights the importance of communication in human resource management during the digital era. Communication skills are the key to building effective relationships in the workplace. About adapting to technology, good interpersonal skills can help individuals interact effectively, emphasizing the need for persuasive skills in digital platforms. However, mastering these skills also requires digital literacy aligned with employees’ communication skills.

Another article discussing the “Human Resource Development Strategy in Facing the Era of Industrial Revolution 4.0 Towards the Era of Society 5.0” (Tahar et al., 2022) reveals that people’s communication can impact the performance of government employees in the context of public services in the current digital era. The research findings indicate that effective human communication can enhance employee performance and teamwork. On the other hand, poor relational communication can hurt employee’s performance and result in low-quality public services. Therefore, during the digital era, it is crucial for government organizations to focus on people communication in human resource development. This study emphasizes the importance of developing communication skills that are aligned with evolving technological and digital needs.

Faced with the transition from the fourth industrial revolution to society 5.0, people communication strategies can be adapted to ensure alignment with technological advances and digital requirements. This includes the use of digital platforms for communication, the creation of strong relationships, and above all, effective participation.

Government organizations must adapt to changes to ensure sustainability. In this regard, the perception of change needs to be set in such a way that it can be accepted and realized as important to the progress of the government. Therefore, when human resources embrace the digital era, they will be willing to oppose and demonstrate their generous stance toward development.

Communication among people is crucial for building good working relationships between government employees, both within departments and within government units. From a diffusion theory perspective, effective human communication is vital for informing individuals about changes, especially regarding their impact in the digital era, and can assist individuals in adapting to these changes. Effective communication among people is believed to influence the performance of government employees in the digital era of public services. Good relations between employees and the public can improve efficiency, collaboration, and satisfaction in public services.

Government employees must successfully adopt people communication strategies to cope with technological changes and digital skill requirements. Effective communication in a digital environment strengthens collaboration, innovation, and responsiveness to current digital demands, as confirmed by Onsardi et al. (2019), who emphasizes that people communication is key to understanding cultural diversity and building mutually beneficial relationships in a diverse work environment.

Improving the performance of government employees in the digital era through communication includes ensuring adequate digital literacy skills for employees. Strengthening can be achieved by involving employees in relevant technological training and learning activities related to their tasks. Government organizations should use current digital communication tools or platforms, such as Microsoft Teams or Google Workspace, to facilitate internal communication. Providing socialization is beneficial when facing governmental changes in the digital era, helping employees realize the benefits and positive impacts of change. The research title emphasizes the importance of enhancing people’s communication skills through training government employees, especially in the digital context, by engaging them in becoming accustomed to presenting skills online, managing and using time management in online communication, and instilling ethical digital communication practices.

Adapting people’s communication strategies to technological changes and digital skills can be applied by analyzing team communication patterns, using the entropy method to identify effective communication patterns, strengthening these patterns despite technological changes and digital skill requirements, and adapting communication strategies to be more dynamic, responsive, and in line with the demands of technological developments and digital skills (Engome Tchupo & Macht, 2023). According to de Sousa Figueira et al. (2022), steps for technological changes and employee skill requirements can be taken through open and clear communication with all employees to reduce concerns, involving employees in change by listening to their ideas to make them feel valued, providing training and skills development for employees to be better prepared, building good concurrence between leaders and employees with empathy, listening, and supporting employees, and encouraging participation in teamwork to strengthen collective skills and foster innovative idea exchange.

While technology shapes modern communication in the digital age, effective interpersonal skills significantly impact public sector employee productivity. Effective communication enhances relationships among employees and the public while also promoting the acceptance of new technologies and digital skills. Investing in communication training and digital literacy enhances employee performance, team collaboration, and public service quality. Effective communication is essential for successful transition during technological advancements.

Interpersonal communication strategies can create a workplace environment that supports psychological safety along with employee voices in a high-performance system, which ultimately drives innovation

Table 4. Interpersonal communication strategies, Effective interpersonal communication strategies are the key to creating a work environment that promotes psychological safety and participation of employees in a high-performance work system. Open and benevolent communication motivates employees to innovate and contribute maximally to organizational goals. Larasanti et al. (2024) research explains the relationship between interpersonal communication and the creation of an innovative work environment. This study demonstrates that a high-performance work system has a positive and significant impact on employees’ innovative behavior. Employee voices, whether promoting ideas or expressing dissent, partially mediate the relationship between a high-performance work system and innovative behavior. Communicating with people can create a work environment that supports psychological safety and fosters positive relationships among colleagues through trust and mutual support. This type of work environment provides employees with a sense of security to share ideas, express opinions, and take initiative without fear of criticism or punishment.

Rentao Miao et al. (2020) explained that psychological safety moderates the role of promoting voices or single reactions to others’ ideas, proposals, or actions. It emphasizes that effective interpersonal communication directly influences the relationship between a high-performance work system and innovation. Therefore, training, communication skills, creating a work culture, and ensuring employees’ psychological safety are crucial. Rentao’s research also found that low psychological safety weakens the impact of a high-performance work system on employees’ innovative behavior through their voices in providing ideas. Thus, to influence positive attitudes toward innovation, it is crucial to balance focus and control in management.

Good interpersonal communication facilitates effective participation among employees, promotes idea sharing and joint problem-solving, and creates innovative solutions through good collaboration, mutual support, and strengthening each other to achieve common goals. Ultimately, this supports the effective participation of employees in discussions and providing input or expressing their opinions. This demonstrates the importance of creating a culture within the organization that values employee voices, which is crucial for decision-making. When a work environment is directed by effective interpersonal communication, guaranteed psychological safety, good collaboration, and appreciation for employee voices, it can drive innovation. Employees who feel assisted and valued are more likely to be creative and bold when presenting new ideas or suggestions and contribute to organizational innovation efforts.

Government organizations need to train and develop employees in interpersonal communication skills. It helps them understand the importance of interpersonal communication and motivates them to improve their skills in this area. Government organizations should also build a work environment that supports positive interpersonal relationships, starting with creating a more open and transparent work culture and fostering mutual respect among employees, superiors, and government units. Implementing reward systems and recognition for employees who have performed well and successfully built positive interpersonal relationships can motivate them to improve their performance. Providing opportunities for employees to be involved in decision-making by allowing discussions or giving ideas is also crucial. Additionally, implementing technology that supports interpersonal communication, such as online cooperation platforms, websites, or chat applications, can connect everyone and facilitate communication in the current digital era, demanding quick and satisfying services. This will improve communication between employees and superiors.

Understanding team communication patterns through entropy analysis, as explained by Engome Tchupo and Macht (2023), should not be forgotten. It helps identify patterns in an ever-changing environment. Understanding how teams communicate and coordinate includes (a) identifying effective communication patterns to strengthen cooperation and team performance, (b) adapting interpersonal communication strategies based on proven patterns that successfully achieve team goals, and (c) effectively responding to a rapidly changing work environment through communication strategies that align with team dynamics.

Utilizing effective communication strategies fosters a work environment promoting psychological safety and employee involvement. Open and supportive communication and a work culture that values employee voices have been shown to both improve employee performance and encourage innovative behavior. Effective communication training and digital skills development are vital in today’s digital age for successfully implementing new technologies and enhancing public services. Effective innovation and organizational transformation can be achieved through investments in interpersonal communication and digital literacy.

Ethics and consent

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