Analysing communication in a complex service process: an application of social network analysis in the Scottish Prison Service

This article utilizes social network analysis (SNA) and associated statistical techniques to examine a complex process known as Sentence Management in a Scottish Prison Service facility. Findings indicate that communication did not always follow the formal hierarchical process defined by that organi...

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Bibliographic Details
Published in:The Journal of the Operational Research Society 2010-02, Vol.61 (2), p.265-274
Main Authors: Hancock, P G, Raeside, R
Format: Article
Language:English
Subjects:
Biological and medical sciences
Bureaucracy
Business and Management
Case studies
Case-Oriented Paper
Case-Oriented Papers
Communication
Communications industries
Communications networks
Crime prevention
Criminal sentences
Efficiency
Fundamental and applied biological sciences. Psychology
Human performance
Imprisonment
Informal communication
Knowledge management
Management
Operations research
Operations Research/Decision Theory
Organizational communication
Organizational structure
prison
Prison administration
Prison services
Prisoners
Prisons
Psychology. Psychoanalysis. Psychiatry
Psychology. Psychophysiology
service process
Social communication
Social interactions. Communication. Group processes
social network
Social network analysis
Social networks
Social psychology
Sociograms
Studies
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Description
Summary:This article utilizes social network analysis (SNA) and associated statistical techniques to examine a complex process known as Sentence Management in a Scottish Prison Service facility. Findings indicate that communication did not always follow the formal hierarchical process defined by that organization, significant fragmentation existed between certain key roles, and four central actors controlled much of the process. This research demonstrates the applicability of the SNA as an operations management tool to analyse structural communication patterns. This case study further suggests that SNA may be particularly applicable to the public service sector, to better understand informal communication networks within operations that are largely dependent on human performance.
ISSN:0160-5682
1476-9360
DOI:10.1057/jors.2008.145