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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
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