Includes bibliographical references and indexes.

Contents: Communication audits as organizational development: Communication in the work organization -- Nature of communication assessments -- Characteristics of communication assessments -- Management rationale for assessments -- Contributions of the auditing process to the auditor -- Conclusion -- Initiating and planning an assessment: Phase 1: Initiation -- Phase 2: Planning -- A matter of perspective -- An important opportunity -- Conclusion -- Conducting team audits -- Basic considerations -- Initiation phase -- Planning phase -- Data collection phase -- Interpretation phase -- Final report phase -- Special instructions for audit classes -- Conclusion -- Choosing focal areas to assess: Steps in choosing focal areas -- Conclusion -- The interview: The most basic assessment technology: Advantages of interviews -- Limitations of interviews -- Scheduling two rounds of interviews -- Interviewee selection -- Scheduling time and place -- Conducting the interviews -- Recording information quickly and systematically -- Synthesizing the response data -- Examples of audit conclusions -- Conclusion -- Diagnosis through questionnaires: Designing a questionnaire -- Administering the questionnaire -- Analyzing the questionnaire data -- Conclusion -- The International Communication Association Survey: An overview of the survey -- Analysis and interpretation -- Advantages of the ICA survey -- Vulnerabilities of the ICA survey -- Conclusion -- Downs-Hazen Communication Satisfaction Questionnaire -- Historical development -- Overview of the questionnaire -- Analysis -- Instrument evaluation -- Research trends -- Critical Communication Experience Survey: Advantage of the method -- The basic form -- Administering the questionnaire -- Analyzing the data -- Interpreting the results -- Conclusion -- ECCO analysis: Designing the ECCO questionnaire -- Administering the questionnaire -- Analyzing the data -- Drawing conclusions -- Advantages of ECCO analysis -- Limitations of ECCO analysis -- Conclusion -- Diagnosing communication networks -- Why study networks -- Ways of describing communication links -- Topical networks -- Conducting a communication network study -- Conclusion -- Focus group interviews: History -- Nature of the focus group interview -- Advantages of focus groups -- Challenges of focus groups -- Focus group protocols -- Facilitating a focus group -- Analyzing the focus data -- Avoiding common analytic problems -- Preparing a final report -- Conclusion -- Final analysis and interpretation: Nature of interpretation -- Relation of theory to audit -- Conclusion -- The final report: Preparing the report -- Communicating the report -- Conclusion.