Analysing communication in a complex service process: an application of social network analysis in the Scottish Prison Service

This article utilizes social network analysis (SNA) and associated statistical techniques to examine a complex process known as Sentence Management in a Scottish Prison Service facility. Findings indicate that communication did not always follow the formal hierarchical process defined by that organization, significant fragmentation existed between certain key roles, and four central actors controlled much of the process. This research demonstrates the applicability of the SNA as an operations management tool to analyse structural communication patterns. This case study further suggests that SNA may be particularly applicable to the public service sector, to better understand informal communication networks within operations that are largely dependent on human performance.