A communication audit of a paper mill

Authored by: Phillip G. Clampitt , Laurey Berk

Auditing Organizational Communication

Print publication date:  March  2009
Online publication date:  March  2009

Print ISBN: 9780415414456
eBook ISBN: 9780203883990
Adobe ISBN: 9781134122059

10.4324/9780203883990.ch13

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Abstract

The intern readily admitted that her telephone call was a ‘shot in the dark’. She was phoning all the local universities to see if ‘anyone there knew how to create a world class communication system for a paper mill’. She was not having much luck until she stumbled into our voice mail system. When we finally contacted her, she was vague about what she wanted but eager to have us talk with the members of the mill’s ‘communications task force’. We agreed. Assembled around the table were the mill manager, the human resource manager, several supervisors, an hourly worker, and the intern. With some trepidation we began by asking about the issues they were hoping to address. The mill manager simply said, ‘We want to develop a world class communication system. How do we do that?’ He was disturbed by climate survey results that consistently indicated employee concerns with the communication system. This was the conversation that eventually led to a series of communication assessments and other related projects.

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