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

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  • P G Hancock

    (University at Buffalo (SUNY))

  • R Raeside

    (Napier University Business School)

Abstract

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.

Suggested Citation

  • P G Hancock & R Raeside, 2010. "Analysing communication in a complex service process: an application of social network analysis in the Scottish Prison Service," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 61(2), pages 265-274, February.
    • Handle: RePEc:pal:jorsoc:v:61:y:2010:i:2:d:10.1057_jors.2008.145
    DOI: 10.1057/jors.2008.145
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    References listed on IDEAS

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    Cited by:

    1. Harmsen - van Hout, Marjolein J.W. & Herings, P. Jean-Jacques & Dellaert, Benedict G.C., 2013. "Communication network formation with link specificity and value transferability," European Journal of Operational Research, Elsevier, vol. 229(1), pages 199-211.

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