Zita Aliah's Groundbreaking Dissertation: Enhancing Communication Strategies In Cameroon’s Electricity Sector

Zita Aliah, And Members Of The Jury

By Raymond Dingana 

Zita Aliah Awah, Limbe Chapter President of the Cameroon Association of English-speaking Journalists (CAMASEJ) Limbe and Communication, and Cooperate Social Responsibility Officer for Eneo, South West, and Moungo Divisions of Cameroon, has successfully defended her Master’s dissertation in Communication and Development Studies at the University of Bamenda, (UBa) earning an outstanding score.

Her research, titled “Communication Challenges in Electricity Supply Companies During the Cameroon Anglophone Crisis: The Case of Eneo Cameroon in Bamenda,” delves into the impact of communication strategies on service delivery and stakeholder relationships amidst socio political unrest.

In her words,

"My dissertation offers practical solutions to enhance customer experiences with electricity services. By identifying communication gaps during the Anglophone Crisis like delayed updates and unclear messages, it presents actionable strategies for faster, clearer, and more reliable communication."

Aliah elaborated:

"This research focuses on providing timely alerts about outages, maintenance, and safety issues through preferred channels, thereby reducing frustration and rebuilding trust. Improved communication also fosters community relations, helping customers feel informed, respected, and better equipped to manage their daily activities."

For Eneo, Aliah's findings serve as a roadmap for improving internal coordination, crisis readiness, and overall service delivery. She underscores the importance of robust communication structures, effective use of digital tools, and cohesive messaging across departments.

"Implementing my recommendations will enable Eneo to bolster its reputation, lessen conflicts with communities, respond quicker to network issues, and handle crises more proficiently. Ultimately, this research aims to guide Eneo in becoming more proactive, efficient, and customer-centric, leading to smoother operations and increased public confidence."

Zita explained her motivation for selecting this topic, noting that the Anglophone Crisis revealed critical communication gaps between Eneo and its customers, especially when access to electricity information was vital.

"I aimed to explore these challenges and propose solutions to enhance trust, safety, and service delivery. My role in communication further inspired me to tackle an issue where I could make a significant impact, particularly in an area as affected as Bamenda."


Recommendations for Improved Communication at Eneo

To address the identified issues, Aliah recommends that Eneo strengthens its crisis communication by improving the speed, clarity, and consistency of the information shared with customers.

Zita Aliah Awah At Her Defense 

She advocates for employing multiple communication channels like SMS, WhatsApp, Facebook, Radio, and Community leaders to effectively engage all stakeholders.

She also encourages Eneo to foster better internal coordination, provide communication and customer care training for staff, enhance community engagement, and increase transparency through simplified messaging and regular updates.

Her research also calls for the establishment of efficient feedback mechanisms and the use of digital tools to improve accuracy, service delivery, and overall trust between Eneo and its customers.

The research was supervised by Professor Muluh Henry, Dean of Admissions and Records in the Faculty of Arts, and examined by Dr. Tanwi Gilbert, Head of Department (HOD) Communication and Development Studies. The defense jury was chaired by Professor Akoko from the University of Buea.

Zita’s work received high praise for its originality, practical relevance, and depth of analysis, particularly for connecting communication theory with real-world applications.

Zita Aliah After Her Defense 

Beyond her academic achievements, Zita is celebrated for her leadership in the media sector and her dedication to enhancing communication practices in both corporate and public contexts. This accomplishment marks a significant milestone in her professional and intellectual journey.

Drayinfos

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