How Mr. Victor Joseph could communicate natural disaster so quickly Explain
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Business Communication
Case Studies
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. The
Vodafone / Snap internal communications tool set consists of: Corporate
Screensaver Messages images and animation to convey corporate communications
messages Desktop Alerts to ensure cut through for important business messages
Staff Quiz Tool Staff Survey Channel User generated newsletters staff
magazines, automatically published and allowing all staff are able to submit
articles All of the Snap internal communications tools are administered by the
Vodafone internal communications team via the ‘Content Manager’. This is a web
based management interface that permits the creation and targeting of messages.
Answer
the following question.
Q1.
What measures have been taken by Vodafone to delight customers?
Q2.
Why Vodafone has given importance to internal communications? Discuss.
CASE STUDY (20 Marks)
Victor Joseph is a senior supervisor
for a major utility company employing 18,000 staff and providing gas and
electricity services to customers on the U.S. East Coast. The call center that
Joseph helps to manage has around 200 office based customer service representatives
(reps) and will soon include a remote team working out of home offices. It
handles all manner of account and billing queries. For Joseph and his fellow
supervisors, the focus is on enabling the reps to deliver the best possible
customer service, even in the most challenging of circumstances. The
organization had been using the SnapComms internal communications software
since 2010 for a range of business messages from simple reminders — to complete
a staff survey for example — and requests through to procedures for complying
with regulatory requirements and major incidents pertaining to power delivery.
When Hurricane Sandy wreaked its havoc in October 2012, millions of homes and
businesses on the Eastern Seaboard were without power. Company employees
themselves had also been personally impacted by the devastating events. Joseph
and his team quickly mobilized to respond to customers whose homes were
destroyed or who had water in their gas lines or damage to meters and other
hardware. It was vital that the reps had up to the minute information on which
areas were most Employees on how to approach particular groups of customers who
were impacted by the damaged. This is when the SnapComms communications
channels were invaluable. The business had already been using popup desktop
alerts and scrolling newsfeeds to instantly communicate policy procedures and a
range of other operational information. These were quickly and simply deployed
to communicate hurricane related damage and updates to reps from field staff
based on the ground. Management and their advisors were also able to use the
tools to coach devastation of the hurricane and who were experiencing distress
and discomfort. The reps were already familiar with receiving important
information direct to their desktops, and liked the ability to get this without
having to go and search for it. They are also able to personalize how they see
such information on their screens. For Joseph and his peers, it’s all about
message cut through and the reassurance of knowing that they can get
information out there straight away and not risk delayed responses from email,
or misinterpretation through word of mouth. There is also an unexpected bonus
in that it reduces the amount of physical running around the supervisors have
to do to relay information to the reps, and therefore reduces interruptions and
distractions for the reps. While call center staff were all very excited and
receptive to this style of communicating initially there have been a minority
for whom the link between those channels and important operational data has
made them a little wary. Joseph has mitigated this through variety and making
full use of the ability to create a range of different templates to suit the
purpose and content of messages. Joseph has used SnapComms to manage staff
communications for a broad set of situations and he has not been afraid to try
new things through using the software. “I liked it the first time I saw it and
as time progressed I learned a bit more about it.” Going forward he envisages
the software becoming “an invaluable tool” and instrumental in the
organization’s strategic initiative to facilitate home based working for reps.
Answer
the following question.
Q1.
Give an overview of the case.
Q2.
What system was being used for internal communications at the call Centre?
Explain
Q3.
How the staff was receiving information direct from Mr. Joseph? Discuss.
Q4.
How Mr. Victor Joseph could communicate natural disaster so quickly? Explain.
CASE STUDY (20 Marks)
Whether you’re reaching out to
customers or confirming details with a trusted staff member, communication is
the lifeblood of any business. You already send emails and make phone calls,
but you might be surprised at what other kinds of tools are available to help make
that communication easy and effective. Project management is hard enough when
you’re not dealing with multiple offices and remote works. Collaboration
software keeps everybody on the same page by establishing a one stop destination
for assignments, status reports, shared resources and progress tracking. Some
popular examples of collaboration software include “Cloud” may be this decade’s
technology buzzword, but that doesn’t mean it’s not extremely valuable. Cloud
storage saves and stores your files at a remote location so that they’re always
available. If the computer crashes, you won’t lose progress. If people are
working remotely, on location, or away from the office, they can access the
files whenever they need to. Traditional business phone systems are expensive
and complex. Some choose to use cell phones instead, but the use of your
personal phone can make you seem less professional. A virtual phone system
combines the professional feel and robust functions of an old school phone tree
with the flexibility and simplicity of cell phones. There are a number of
virtual phone systems out there, including Grasshopper. Internet connectivity
makes it possible to contact exponentially wider networks of leads, customers,
gurus and workers than ever before… and those contacts don’t just have an
address and a phone number. They have email addresses, chat handles, Facebook
accounts, Twitter feeds and LinkedIn profiles. Contact management software
helps you keep it all straight, reminds you when you’re “due” to reach out to
key contacts and streamlines the process of keeping in touch. Depending on your
precise needs, and are different, but effective, contact management options.
Yes, you can do everything you need with a regular cell phone, or even without
one. Businesses did it for centuries. But the calendaring, text messaging and
note taking apps that come standard with every phone will streamline how your
office communicates. It’s why so many businesses buy smart phones or tablets
for their employees. Obviously, these are just some of the communication tools
that can boost your business and streamline your efforts.
Answer
the following question.
Q1.
What is collaboration? Give examples of collaboration software.
Q2.
Give an overview of the case.
CASE STUDY (20 Marks)
Effective business communication skills
are vital to successful co worker and customer interactions. Both the speaker
and the listener share responsibility of making the message clear, but
effective communication goes far beyond simple speech and hearing.
Body language, tone of voice, word
choice, message clarification and communication style all come into play, and can
make the difference between success and failure in interpersonal transactions
and interactions. Speakers must learn to articulate their message in a way the
listener can understand, delivering it in a manner that is consistent with the
message itself. Serious issues are best delivered in a serious tone, but with
regard to the known or potential reaction of the listener. The reaction of the
listener to both good and bad news can be directly controlled by the speaker,
as long as the word choice and delivery are carefully considered. One part of effective
speaking is knowing your listeners and how they may react, or delivering your
message in a generic fashion if the listeners are not known. Active listening
is practiced by both the speaker and listener in effective communication.
Active listening on the listener's part involves eye contact, nods, gestures
and brief comments to show understanding. On the speaker's part, these gestures
and comments are clues to the listener's reaction and comprehension. If the
listener seems confused, the speaker may reevaluate the wording or delivery of
the message, and listeners must take it upon themselves to ask questions,
validate what is being said and provide input if necessary. Questions asked by
both the speaker and listener must be of the open ended type those that cannot
be answered by a yes or no. Open ended questions encourage further
communication, dialogue and understanding, and can help all involved in the
conversation to further investigate and clarify the message. Recognizing and
deciphering body language is both an art and a science. Eye movement and
contact, stance, posture, facial expressions, fidgeting and other body language
can sometimes give clues to the speaker and listener alike. If the tone of a
speaker's voice is calm but his facial expression or posture is tense, the message
can be confusing to the listener. Conversely, a listener who fidgets or does
not make eye contact can give the speaker the impression that the listener is
bored or not paying attention.
Answer
the following question.
Q1.
Explain “Business communication involves both active listening and effective
speaking skills”
Q2.
Discuss the utility of open ended questions, both by speakers and listeners.
Assignment Solutions, Case study Answer sheets
Project Report and Thesis contact
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