Designing communication systems for decentralized organizations: a new role for technical communicators

Abstract

It is pointed out that many organizations have decentralized their operations to respond more quickly to rapid changes in markets and technologies. Decentralization has legitimized crossfunctional communication and decision making at relatively low levels in these organizations as a means of improving the quantity and timeliness of information. However, decentralization can adversely affect an organization's communications unless a new communication system is designed as part of the altered communication process. It is suggested that working within a new approach to organizational change, called sociotechnical design, technical communicators can help define performance standards for new communication systems, including those integrated with computer-mediated information systems. The objectives of sociotechnical design are consistent with the language-action perspective of the modern office. That perspective asserts that language organizes work relationships and actions by means of conversations (or transactions) in which requests and promises are made among individuals and groups. These conversations are structured by procedures, policy guides, handbooks, training materials, and a host of other communications. >