An ethnographic case study to identify and evaluate organizational communication processes for the matrix organization

The purpose of this study was to identify and evaluate organizational communication processes that have been utilized in a matrix organization to optimize its unique strengths and minimize its structural limitations. Many of the existing hierarchical communication processes fail to eliminate communication barriers in the matrix organization because communication processes designed for the matrix organization are required to be more peculiar and flexible. Successful matrix communication processes attempt to build into the matrix structure a great variety of legitimate connections--vertically, horizontally, and diagonally--which are keys to the success of the matrix organizational communication. Since the objective of this study was to understand in-depth communication processes of a particular matrix organization, the ethnographic case study offered a highly effective qualitative research design to accomplish this goal. This study took place at the engineering department in the Automatic Test System division at a U.S.A.F. Air Logistics Center. This study identified and evaluated six basic communication processes applied in the matrix organization under investigation; however, what made the organizational communication in this matrix structure effective was its unique communication processes. Some of these processes were part of the organization's programs to foster an open and honest communication environment. Others were uniquely invented and implemented in this matrix structure for specific communication purposes. This study also scrutinized how these communication processes have been utilized in the matrix organization to overcome its structural limitations and organizational communication barriers.