During Spring, 2001, a communication assessment of internal communications was completed at the Austin History Center. The purpose of this audit was to assess the usage of communication channels with a focus on the use of technology. Specific research questions asked included:

• How do employees describe communication at AHC?
• What communication channels are used at AHC?
• Who are the communication partners at AHC?
• What communication tasks are performed at AHC?
• What influences the adoption of new communication technologies and selection of channels at AHC?

This assessment procedure was based on communication audit developed by the International Communication Association and included a survey instrument distributed to all employees. In addition, focus groups were held to gather additional qualitative information in a face-to-face environment with employees from the Austin History Center.

How do employees describe communication at AHC?

• Accomplished by:
• Using a variety of channels
• Sharing information
• Useful in achieving higher levels of efficiency and staffing
• Universal access to communication technology
• Quality and interpersonal communication.

What communication channels are used at AHC?

The most frequently used channels are group meetings and email.

• The most timely information comes from email channels followed by phone
• The least amount of information comes from the electronic newsletter channel, but more is desired
• Channels are chosen based on (1) time, including the delivery time and the time to use the channel; (2) urgency of the message and response; and (3) access to the technology.

Who are the communication partners at AHC?

• The least amount of information is received from library administration. More is desired from these partners.
• Most communication is received from those in close physical proximity
• More communication is desired in all areas except Library Administration - Training
• Everyone at the AHC receives more than they send and the most frequent partner is the supervisor.

What communication tasks are performed at AHC?

• Problem solving and activity coordination tasks occur in meetings
• Email is used for making announcements, setting or changing meeting and training times
• Requests for information are likely to be made through the use of email, phone, or memo channels
• Routine job information is likely to be made through the use of clipboard, email, and memo channels.

What influences the adoption of new communication technologies and selection of channels at AHC?

• Selection of communication channels is influenced by awareness of and access to technology
• Use of the technology is influenced by (1) knowledge and awareness of the channel and (2) length of employment
• The longer the tenure, the more electronic channel access available to the employee.

Increase electronic communication through internal awareness and universal access to technology

• Provide email accounts for all staff members to promote universal access within the organization. Recognize that lack of technology access may be viewed as a sign of lack of respect, identification, power, and standing in the organization
• Raise the level of awareness about the electronic clipboard/reference notes, electronic library newsletter, and other electronic channels available
• Send more routine job information via email and clipboards and spend more meeting time with activity coordination and problem solving activity.

Provide more information of a global nature

• Encourage more information flow from Library Administration, particularly volunteer services and public relations information
• Reduce or maintain the existing level of Library Administration training information
• Work on interpersonal communication issues related to global information, especially decisions that affect individual jobs.

Increase two-way open communication

• Demonstrate increased levels of respect, appreciation, openness, and clarity issues in both interpersonal communications and through the provision of universal access to technology
• Provide the opportunity to evaluate performance of superiors using Upward Review.

Continue and extend communication assessments

• Take advantage of the opportunity to make changes and repeat the assessment in future years to evaluate change
• Consider hosting an external communications audit.

Thank you to all for your participation and the time that you spent on the communication assessment.

We hope this work will be of benefit to the History Center.