CRISIS EFFECTS ON INTRAORGANIZATIONAL COMPUTER-BASED COMMUNICATION

Abstract

This research examined an organization's change in computer-based communication structures in response to a crisis. All private electronic mail messages were captured in a state extension organization for one year. Month-by-month network analysis revealed that electronic mail patterns changed with the occurrence of a crisis associated with merger, funding changes, and staff positions. Amount of communication increased. Number of communicators increased. Messages became shorter. Individual-level networks became less interlocking. One large user group formed. Finally, communication structures largely returned to baselines without oscillation. Content analysis of messages revealed significant increases in words associated with the organizational changes. This evidence helped rule out rival explanations. The study illustrated some of the advantages of research using computer-based and monitored communication data. Findings from earlier crisis research were testable in a naturalistic, unobtrusive, quantitative case study using network analysis and content analysis.