Communication within complex organizations. Lessons learned from the implementation of comprehensive management practices by a Swedish public transport company

Abstract

This paper examines the role of
communication in a complex organization in
order to evaluate how communication norms
develop. Our conclusion is based on a case
study about the privatization of the largest
bus operation in Sweden. During privitization
and in response to a management crisis, a
« comprehensive » management structure
was implemented. This « comprehesive »
management structure was characterized by
continuous and individualized communication
between middle managers and the drivers they
supervised, who were encouraged to express
their feelings without reserve