Auditing Organizational Communication: A Handbook of Research, Theory and Practice Book

List of illustrations x

List of contributors xiii

Introduction xv

Acknowledgements xix

Part I Audits in context 1

1 Communication and organizational success Dennis Tourish Owen Hargie 3

2 Auditing communication to maximize performance Dennis Tourish Owen Hargie 27

Part II Audit methodologies 53

3 The questionnaire approach Phillip G. Clampitt 55

4 The interview approach Rob Millar Anne Tracey 78

5 The focus group approach David Dickson 103

6 Data collection log-sheet methods Owen Hargie Dennis Tourish 123

7 Communication network analysis Menno D.T.De Jong Karen H. Zwijze-Koning 149

8 Auditing professional practice Owen Hargie Dennis Tourish 167

9 Auditing electronic communication Paula O'kane Owen Hargie Dennis Tourish 195

10 Crafting the audit report Dennis Tourish Owen Hargie 224

Part III Audits in action 243

11 Charting communication performance in a healthcare organization Owen Hargie Dennis Tourish 245

12 A communication audit of a hospital clinic Myra Skipper Owen Hargie Dennis Tourish 260

13 A communication audit of a paper mill Phillip G. Clampitt Laurey Berk 274

14 An interpretive audit case study Naheed Tourish Rita Marcella Dennis Tourish Owen Hargie 290

15 Auditing the annual business conference of a major beverage company Cal W. Downs Albert Hydeman Allyson D. Adrian 304

16 Auditing the corporate culture of a large manufacturing company Donna McAleese Owen Hargie Dennis Tourish 323

17 Auditing a major police organization Dennis Quinn Owen Hargie Dennis Tourish 346

18 Auditing a major retail chain Judy H. Gray Heather M. Laidlaw 356

19 A case of making sense of organizational communication Colleen E. Mills 370

Part IV Finalconsiderations 391

20 Strategy, research and pedagogy: the role of audits Dennis Tourish Owen Hargie 393

Appendix 420

References 438

Author index 481

Subject index 491