Auditing Organizational

Communication

A handbook of research, theory and

practice, second edition

Edited by Owen Hargie and

Dennis Tourish

Routledge
Taylor & Francis Croup

LONDON AND NEW YORK

Contents

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List of illustrations x
List of contributors xiii
Introduction xv
Acknowledgements xix

PART I
Audits in context I

1 Communication and organizational success 3

DENNIS TOURISH AND OWEN HARGIE

2 Auditing communication to maximize performance 27

DENNIS TOURISH AND OWEN HARGIE

PART II
Audit methodologies 53

3 The questionnaire approach 55

PHILLIP G. CLAMPITT

4 The interview approach 78

ROB MILLAR AND ANNE TRACEY

5 The focus group approach 103

DAVID DICKSON

6 Data collection log-sheet methods 123

OWEN HARGIE AND DENNIS TOURISH
viii Contents

7 Communication network analysis 149

MENNO D.T. DE JONG AND KAREN H. ZWIJZE-KONING

8 Auditing professional practice 167

OWEN HARGIE AND DENNIS TOURISH

9 Auditing electronic communication 195

PAULA O'KANE, OWEN HARGIE AND DENNIS TOURISH

10 Crafting the audit report 224

DENNIS TOURISH AND OWEN HARGIE

PART III
Audits in action 243

11 Charting communication performance in a

healthcare organization 245
OWEN HARGIE AND DENNIS TOURISH

12 A communication audit of a hospital clinic 260

MYRA SKIPPER, OWEN HARGIE AND DENNIS TOURISH

13 A communication audit of a paper mill 274

PHILLIP G. CLAMPITT AND LAUREY BERK

14 An interpretive audit case study , 290

NAHEED TOURISH, RITA MARCELLA, DENNIS TOURISH AND
OWEN HARGIE

15 Auditing the annual business conference of a major

beverage company 304
CAL W. DOWNS, ALBERT HYDEMAN AND ALLYSON D. ADRIAN

16 Auditing the corporate culture of a large

manufacturing company 323
DONNA McALEESE, OWEN HARGIE AND DENNIS TOURISH

17 Auditing a major police organization 346

DENNIS QUINN, OWEN HARGIE AND DENNIS TOURISH

18 Auditing a major retail chain 356

JUDY H. GRAY AND HEATHER M. LAIDLAW
 Contents ix

19 A case of making sense of organizational communication 370

COLLEEN E. MILLS

PART IV
Final considerations 391

20 Strategy, research and pedagogy: the role of audits 393

DENNIS TOURISH AND OWEN HARGIE

Appendix 420
References 438
Author index 481
Subject index 491