Evaluating internal communications in local authority leisure facilities: a case study from a leisure complex

Abstract

Communication is becoming increasingly recognized as a crucial variable in determining organizational success. To date, the issue of how well managers and staff communicate with each other has not been thoroughly or systematically assessed in the context of the leisure industry-a gap which is addressed in this paper. A leisure complex renowned for its commitment to the implementation of Total Quality Management was chosen for analysis. A communication audit methodology was then utilized in order to illuminate patterns of communication and working relationships within the complex. The results are presented and explored in depth, both to illuminate the results to be gained from implementing a communication audit and as data which may be suggestive of communication trends within the wider leisure industry. It is also intended that the process described could serve as a template for leisure managers or academic researchers interested in developing similar initiatives in other complexes. Implications for the leisure management process are considered, and areas requiring further research are suggested.