Analyzing Communication in a Complex Service Process: An Application of Triangulation in a Case Study of the Scottish Prison Service

Hancock, Philip; Raeside, Robert

Abstract

This article highlights the role of statistical analysis in clarifying the flow of communication embedded in a complex service process within the Scottish Prison Service (SPS). Using triangulation techniques in a case study of a selected SPS site, it was found that parts of a critical process known as Sentence Management (a process facilitating long-term prisoners' access to a range of services geared to addressing offending behavior) did not follow the formal hierarchical processes of the prison. To better understand the flow of these emergent communication patterns, standard statistical analysis methods were employed. Findings indicate significant fragmentation between key roles in the process, highlighting weaknesses in this integrated approach to Sentence Management that will have consequences for prisons and prisoners alike. The findings of this research support the need for managers to recognize and actively influence informal communication networks within formally defined service processes. This research demonstrates the utility of using triangulation of multiple methods of inquiry in this context, and this may be used by the SPS and wider public service to better understand and influence informal communication networks within key processes

Citation

Hancock, P., & Raeside, R. (2009). Analyzing Communication in a Complex Service Process: An Application of Triangulation in a Case Study of the Scottish Prison Service. Journal of Applied Security Research, 4(3), 291-308. https://doi.org/10.1080/19361610902930071

• Journal Article Type: Article
• Online Publication Date: Jun 19, 2009
• Publication Date: Jul 17, 2009
• Deposit Date: Apr 28, 2011
• Journal: Journal of Applied Security Research
• Print ISSN: 1936-1610
• Electronic ISSN: 1936-1629
• Publisher: Routledge
• Peer Reviewed: Peer Reviewed
• Volume: 4
• Issue: 3
• Pages: 291-308
• DOI: https://doi.org/10.1080/19361610902930071
• Keywords: Prison; communication; informal networks; case study; triangulation; public service
• Public URL: http://researchrepository.napier.ac.uk/id/eprint/4376