Diagnosing and Designing Communication Channels (Step VI)

Abstract

After dealing with the control Systems 2–5 in the System in Focus in diagnostic step V (Chap. 13), we disregard them in Step VI and concentrate on the communication lines in-between. These lines are critical to a functioning control system. Three factors determine their performance: We check whether the right communication channels are being used with sufficient capacity, that messages are made intelligible, and that they are timely. Since communication originates with the receiver, the sender is responsible for it. He or she closes the communication loop by checking whether the message has arrived and has been understood as intended. Closed communication loops are a sacred principle in organizations where mistakes and misunderstandings cannot be afforded. We look at the communication links between the departments in Systems 2–5—both with each other and with the higher and lower levels of recursion. Finally, we ask whether the “algedonic signal” works, which can, if necessary, penetrate all levels of recursion up to the highest body and rouse it.