IIUM Repository

Communication effectiveness in the building maintenance practice of high rise commercial building

Yahya, Mohamad Ridzuan and Abdul Rahim, Asiah and Hj Mohd Ariffin, Noor Aziah and Salleh, Nurul Hamiruddin (2015) Communication effectiveness in the building maintenance practice of high rise commercial building. In: 4th International Conference on Universal Design in the Built Environment 2015, 23-24 Nov 2015, Putrajaya. (Unpublished)

[img] PDF (4th ICUDBE 2015 Program & Abstract Book) - Published Version
Restricted to Registered users only

Download (1MB) | Request a copy


The fundamental problem in building management is to improve an effective communication system among building stakeholders in the operation and maintenance activities. The research objectives are to examine whether proactive communication results in effective communication between maintenance management teams and building occupants and to determine whether reactive communication results in ineffective communication between maintenance management teams and building occupants. This research identified three (3) attributes of the existing condition of communication system in maintenance management specifically safety practice, management quality and professionalism in operation and maintenance management. Twenty (20) high rise commercial buildings in Klang Valley, Malaysia have been randomly selected for the study which involving two (2) groups of respondents. In-house maintenance management personnel (MM) and outsourced teams (OS) are in maintenance management group whereas building owners (BO) and tenants (T) as the building occupant group have been unstructured interviewed based on the value aspects of communication factors. The results had revealed that inaccuracy, untimeliness, misunderstanding, barriers, information gatekeeping, information distortion, information overload and information under load which effected from ineffective communication among participants in the whole level tasks at maintenance stage. In addition, major issues of maintenance management tools: unavailable building policy, poor management of documents, also weak monitoring toward maintenance activities contributed to the insufficient communication system in maintenance management. In conclusion, a systematic and effective communication system among participants does not exist yet at maintenance stage in high rise commercial buildings. Keywords: facilities management, decision support

Item Type: Conference or Workshop Item (UNSPECIFIED)
Additional Information: 3061/48685
Uncontrolled Keywords: facilities management,decision support
Subjects: T Technology > TH Building construction > TH3301 Maintenance and repair
T Technology > TX Home economics > TX955 Building operation and maintenance
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Architecture and Environmental Design
Depositing User: Prof. Dato' Sri Ar. Dr. Asiah Abdul Rahim
Date Deposited: 16 Jan 2016 11:17
Last Modified: 22 Jul 2021 01:33
URI: http://irep.iium.edu.my/id/eprint/48685

Actions (login required)

View Item View Item


Downloads per month over past year