Information and Communication with Business or Organization: A Thematic Case Study Analysis of Two Communication Challenges

Abstract

In this research, the breakdown of communication in organizational contexts is examined, with attention to the structural, interpersonal, and contextual determinants of such failures. The work is intended to characterize the nature of two major communication challenges, determine their causes and effects, and generate implications for enhancing communication practice. This study employed a qualitative, multiple-case study design and investigated two actual communication issues: (1) project delay due to inter-team miscommunication, and (2) external conflict arising from unclear role expectations in client interactions. Data were gathered via 14 semi-structured interviews and documents (e.g., emails, meeting minutes), and analyzed through Braun and Clarke's thematic analysis framework. The findings identify communication breakdowns to be rooted in ambiguous role ownership, absence of formal communication guidelines, and excessive use of informal or asynchronous means. Emotional effects involved frustration, blame shifting, and broken trust, both intra- and extra-organization. Cross-case themes emphasized the systemic character of communications issues due to organizational culture and structure. This research makes an original contribution by combining Role Theory and Sensemaking Theory to describe how structural ambiguity and interpretive gaps create genuine communication breakdowns. The results provide practical implications for communication policy, leadership development, and system design in complex organizational settings.