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Business Communication
CASE STUDY (20 Marks)
A high level US executive from New York, who was being groomed to be the next CEO in a Japanese company, had a very strong New York accent. Usually, we only work with international executives, but because they needed results fast and I knew the hiring manager, we agreed to work with him. Problem: Due to his heavy accent he was perceived as less educated here in California, even though he was very smart and had an MS degree from Cornell University. To make matters worse, he worked for an Asian company whose executives came to hear his “state of the company” speech twice a year, and they always had to pay special attention when he spoke.
Answer the following question.
Q1. Give solution of the above problem
Q2. Give an overview of the case.
CASE STUDY (20 Marks)
Communication is an essential aspect of business life. Every day, business persons have to communicate with people at different levels of the organization or with people external to the organization. And in this globalized environment they also have to communicate with people from different countries, with different cultural backgrounds. Poor or inaccurate communication can lead to conflict and negativity in the workplace. It could even lead to the cancellation of a deal or the loss of customer goodwill. In this competitive environment, businesses cannot afford such losses. The case focuses on the fundamental principles of communication clarity of purpose and knowledge of the subject and audience to empower readers to deal with both familiar and unfamiliar communication contexts.
Answer the following question.
Q1. Give your views on Business Communication.
Q2. Discuss the consequences of inaccurate communication.
CASE STUDY (20 Marks)
Employees were very positive about the SnapComms employee communications tools and the pilot process in general. The pilot team set up an escalation process for employees to leave feedback. “We did not receive one single negative comment about SnapComms, the offline time or anything to do with this pilot or process.” A survey was also conducted with staff in the pilot group to assess their satisfaction with each of the SnapComms tools. The results were very encouraging and endorsed the positive feedback that the Internal Communications team had received during the course of the pilot. Standard metrics that were collated for AHT, such as problem resolution, customer satisfaction and commissions were broken down so that results for the pilot and control groups could be separately identified. Improvements in resolution rates were made following the pilot. In terms of commissionable sales, the GenY pilot group performed better than the control group and their GenX and Baby Boomer counterparts, and suffered more when the offline time was withdrawn. Following were the key benefits of SnapComms channels • Messages delivered fast and read promptly by employees • Easier for employees to access critical or timesensitive information • Comprehensive, robust reporting and measurement • Reduced volume of content sent due to content filtering and aggregation • Visual, fun and eyecatching ways to send information • Reinforced employee learning
Answer the following question.
Q1. What was the impact Snap Comms on business KPIs? Comment.
Q2. What was the employee response to the Snap Comms? Discuss.
CASE STUDY (20 Marks)
Vodafone is at the heart of the mobile future where telecommunications, infotainment and information technology meet. It is a highly customer driven organization and believes that happy, fun people who enjoy coming to work equate to a great experience for its customers. Vodafone employs around 1400 staff in New Zealand and keeps its management structure as flat as possible to ensure that the decision making ability is closer to the customer. Vodafone’s employees are encouraged to take personal responsibility for their choices and to strive to delight customers. • In order to meet its objectives via its people, Vodafone recognize the importance of outstanding internal communication. The Vodafone team needs to be informed, engaged and enthusiastic so that they can anticipate customer needs and deliver greater quality and value, faster than anyone else. • The Vodafone internal communications team was looking for a way to communicate with their people in a unique innovative, fun, and effective way. Snap Communications were able to offer Vodafone such a solution. Working closely in partnership with Vodafone, Snap Communications customized existing offerings and developed a new tool to meet Vodafone’s internal communications requirements. • With the aid of the Snap internal communication tools, informed, enthusiastic, empowered staff can continue to deliver the mind blowing experience that customers have come to expect from Vodafone. Prior to using the Snap tools, Vodafone were looking for ways to overcome a number of internal communications issues: All staff emails were viewed as a junk medium due to high usage. In most cases they were ignored, in some cases they were automatically trashed. Hence cut through for important messages was difficult to achieve Low staff survey response rates. Staff Surveys were generally posted in the intranet and a link was sent out via email. Due to the issues associated with email volumes and all staff emails, the response rate to staff surveys was low. Managers needed to chase staff in order to ensure that important employee surveys were completed. Free up team meetings. Team meetings were filled with reminders, business
updates, product and service updates etc. Vodafone wanted to ensure that team meetings were efficient, effective and focused on their goals – not spending time covering off ‘housekeeping’ issues. Centrally manage the internal communication process. It was
difficult to centrally manage the number and diversity of messages being put out by different areas of the business. Drive intranet usage and help people find the information they require. Vodafone were moving to a global intranet which due to its sheer size would be harder to navigate. They were looking for a tool to help direct people to the information they needed. Gather staff feedback easily. To ensure excellence in every area of the business and involve employees, Vodafone were looking for a means to easily gather staff feedback regarding everything from external contractor performance to preference on future possible brand images. Timed, targeted employee communications. To ensure employees were able to focus more on customers and less on administration, Vodafone were looking for an internal communications tool that would allow them to receive only targeted internal communications that were appropriate and beneficial to the individual and that were timed to fit in with the employee’s work flow. Vodafone were also looking for a cost effective, high impact way to ensure their continued performance in the following areas: • Employee brand alignment • Employee involvement, commitment and enthusiasm • Vodafone’s ‘one team’ culture and ‘I Belong’ community spirit How Vodafone met its internal communications objectives Vodafone worked closely with SnapComms to develop a solution that met all of their communications objectives.
Q1. What measures have been taken by Vodafone to delight customers?
Q2. Why Vodafone has given importance to internal communications? Discuss.
Assignment Solutions, Case study Answer sheets
Project Report and Thesis - Contact
ARAVIND – 09901366442 – 09902787224
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