| The purpose of this study was to conduct an exploratory analysis of how a variety of communication channels are used by the full time staff of a university auxiliary service organization. The study assisted ad organization to establish a baseline of current practice, staff perceptions about the use of communication channels, and the identification of effective practices that would potentially improve organizational communication.;The design and instrumentation for the study were developed in collaboration with the director of the auxiliary. A quantitative assessment of actual individual communication channel use was completed using diaries completed by the staff for a five-day work period. This process involved recording frequency and time of use for paper, phone, face-to-face, and e-mail communication channels over a five-day period. The staff completed the Practices and Perceptions Survey that focused on practices associated with using various communication channels. Three samples of the staff members were interviewed: (a) The high e-mail user in each staff type; (b) the low e-mail user in each staff type; and (c) one member of each staff type nominated as an effective communicator.;Quantitative data were analyzed using descriptive statistics such as means, modes, frequencies, and percentages. One-way analysis of variance (ANOVA) was the inferential statistical analysis used to determine if significant differences in communication channel use existed between age groups, gender, and staff type. Theme development was used to make meaning of the qualitative data.;Results of the study found differences in communication channel use primarily between staff types. Classified staff spent significantly less time in meetings, attend fewer meetings, and receive more phone calls. The field staff spent the most time communicating, and used all channels at relatively high levels. Regardless of staff type, meeting consumed the most time, followed by paper, e-mail, and the phone. More messages were received than sent by more than a 2:1 ratio. Interview data revealed that e-mail is used due to its efficiencies, but the interaction of meetings makes them efficient and effective for managing conflict, brainstorming, and planning. |
