Odnos između povratnih informacija u internoj i eksternoj komunikaciji policije

Abstract

The study aims to explain what dimensions of the satisfaction of Croatian police officers with internal feedback are predictors of their readiness to explain their actions to citizens. The survey was conducted in 2020 on a convenience sample of 1260 police officers. The questionnaire measures satisfaction with feedback as one of eight dimensions of satisfaction with internal communication and police legitimacy in two dimensions of police and citizen interaction: accountability (citizens) – attitude and behaviour. The purpose is to compare feedback in internal and external police communication and examine to what extent the satisfaction of police officers with feedback contributes to the understanding of their attitudes and behaviour towards explaining actions to citizens. The results indicate the weak predictive power of variables that measure satisfaction with feedback in understanding the attitudes and behaviour of police officers related to explaining their actions to citizens. However, when introduced into the predictor model that contains the criterion variable "Behaviour related to explaining police actions to citizens" is the variable of attitude, the proportion of the variance explained increases significantly. The contribution of the paper is an analysis of the connection between internal and external communication of police officers in Croatia, and communication research is extremely important in police organizations in transition countries that undergo a transition from the traditional policing models to citizen-oriented policing models. A limitation of the paper is that only one aspect of internal communication has been examined in isolation. Therefore, new research should examine the complex nature of internal communication within a police organization in the context of the quality of police officers' relations with citizens, especially in relation to the willingness to explain police actions, as an important dimension of trust in the police.