Research Output

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 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.

  • Type:

    Article

  • Date:

    04 February 2009

  • Publication Status:

    Published

  • Publisher

    Springer Nature

  • DOI:

    10.1057/jors.2008.145

  • Cross Ref:

    BFjors2008145

  • Library of Congress:

    HV Social pathology. Social and public welfare

  • Dewey Decimal Classification:

    302 Social interaction

Citation

Hancock, P. G. & Raeside, R. (2010). Analysing communication in a complex service process: an application of social network analysis in the Scottish Prison Service. The journal of the Operational Research Society. 61(2), 265-274. doi:10.1057/jors.2008.145. ISSN 0160-5682

Authors

Keywords

social network, prison, communication, service process

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