Quality assurance and internal organizational communications.
Reviews the relationship between internal communication in organizations and the effective delivery of service. Illustrates how quality internal communications can reduce the levels of uncertainty experienced by staff, especially at times of change, and describes a methodology--the communication audit--whereby organizations can monitor and evaluate quality in this sphere. Explains the core steps involved in implementing this type of audit and itemizes the main data collection tools.
Tourish
D
D
Department of Communication, University of Ulster, Jordanstown, Northern Ireland.
Hargie
O
O
D005568:Forms and Records Control; D006747:Hospital Communication Systems / Q000458:organization & administration / Q000592:standards*; D008330:Management Audit / Q000458:organization & administration*; D015279:Organizational Culture; D010559:Personnel Management; D010934:Planning Techniques; D011785:Quality Assurance, Health Care / Q000458:organization & administration*; D013222:State Medicine; D011795:Surveys and Questionnaires; D006113:United Kingdom