NWA department strives to bolster its internal standing and refine service communication. Despite its specialization in new work methods, internal awareness and acceptance of NWA remain limited, impacting its cooperation and collaboration with others. This gap between aspiration and acknowledgment might result from inadequate internal communication, limited teamwork, and unclear objectives. As a result, NWA is looking to address these challenges with improved communication strategies to create a department that better supports the company.

The research methodology includes an extensive literature review to establish baseline knowledge about internal communications and data collection through surveys and interviews. Surveys are conducted across all departments of the company, followed by reflective interviews to elaborate on the findings of the surveys. Surveys and interviews are guided by the 5 Gap Model of service quality. Tailored questions highlight specific gaps and facilitate the identification of gaps to develop communication strategies that ultimately bridge those gaps effectively.

Surveys and interviews reveal positive attitudes and understanding of NWA, with varied perceptions. The departments where interviews were conducted and that recognize the need to bridge gaps primarily include Marketing, Office Concept & Design, and Sales, highlighting the crucial role of effective communication. Recommendations, based on history, communication models, technology, and change management, aim to improve internal communication. Modern platforms aligned with objectives can address needs and bridge gaps. Challenges in digitalization need empathetic adaptation, using platforms and virtual tools. Change management, driven by communication and strategic staffing, is pivotal for transformation. Survey and interview findings shed light on NWA's standing. Departments recognize gaps, underscoring the vital role of effective communication. Enacting suggested strategies promotes alignment, bridging disparities, and unlocking NWA's potential for improved organizational unity and success. Eventually, NWA can enrich its presence and reputation beyond the company's boundaries.