Having communication training done effectively in BOLDFlash will surely improve the internal communication to be able to meet the set goals. This will also give the administrators an idea of what area or employee needs improvement to collaborate with the goals. Going through the training process entails creating a framework to help put the training program in order. BOLDFlash has focused more on external communication hence, the internal communication in the company has been neglected. This training will help in rebuilding the internal communication and bringing all communications (internal and external) to equilibrium. In the artifacts, lack of strong internal communication was what Rogers who is the vice president noticed which has obviously become a threat to the company. The first step to having a good Internal Business Process is by having a good training plan and conducting them.
Communication and collaboration methods for the new technical communications team:
· Voice and instant messages
· Face to face meetings
· Tele/video conferencing
Identify the audience.
Know the needed message.
Prepare the presentation.
Expect feedback and possible critiques.
Choose a delivery channel, style, and method.
The audience for this business process internally is BOLDFlash Technical Mobile Division management team (Appendix A). They are the ones in charge of making crucial decisions to align what is done in the department with the company’s priorities. This audience is low-tech because they share the knowledge of jargons known to just BOLDFlash employees (Michael Beer and Rachel Shelton, 2012) but they can barely understand what happens outside the department without clarification. The targeted audience includes the stakeholders, management and executives, all employees, technicians, and the end users. When communicating with employees within the audience, having enough detail like, background information will benefit the audience (low-tech) because it’s clear and concise (Gerson, 2017).
Audience, Perspectives, Background
Jack Young, CEO, BOLDFlash
He is the head of the company and doesn’t necessarily need to be a high-tech audience, however, he’s supposed to be aware of what is happening in the different departments in the company.
He should have an insight of what is happening in the different departments.
Internal Business Process memos, business presentations and strategies, and reports (progress report), board meetings.
Roger Cahill, vice president, Mobile Division
He is the head of the mobile division. He’s to meet with the directors and departmental heads and do strategic planning and offer recommendations to the CEO during board meetings.
He should have an insight about the departmental progress, make plans, and resolve issues when they arise.
Internal Business Process memos, business proposals, production and sales reports, and departmental and board meetings.
Karl Melzer, Product Development Department Director
Kavita Patel, Marketing Director
Chip Brayant, Sales Director
They give instructions in the departments and report to the higher authorities.
Often update the vice president with information about the departmental functions and progress effectively.
Communicate with the stakeholder, attend meetings, and collaborate with team members.
Product Development Department Manager
High and low-tech audience
Marketing Department Manager
Sales Department Managers, Technical Support
High and low-the audience
Manufacturing Department Vice President
Manufacturing Department Plant Managers, Mobile Division.
The managers are to relate to their staff and report to the directors as needed. They are to organize and attend departmental meetings and update information. They work hard to get the product to the customers in time. The sales department are to work with the technical support team to better assist the customers.
Attend meeting with director, and departments submit results to director, communicate with team members and cross-functional departments
The management is in agreement that communication (internal and external) in BOLDFlash needs improvement because of the lack of focus based on the previous events. Communication needs to be something business leaders seek to do whenever they can rather than considering it a checkbox before getting back to the “real work” of running the business (Krantz, 2015). When communicating technically, the management is expected to be clear and concise to the relevant areas. Effective technical communication demands the audience involvement (Gerson, 2017). The business memos should give managers the information they need to implement the process of effective communication in their departments (Gerson, 2017) while discussing how and where it will be effective. The messages from the managers will be the needed message and easy to understand. The message will indicate what they need to do, why they need to do it, when to do it, and how to do it. It should be at the core of all of your communications, a simple and inspiring message that is easy to relate to and understand (Everse, 2011). To determine what message needs to be delivered, the benefit and value of the product to the customers has to be identified (Beyer, 2016).
Message Critique / Feedback:
The message critique goes in line with feedback. Regardless of the audience, miscommunication in technical communication can lead to loss of credibility (Gerson, 2017) to make the conversation more effective, be consistent with how you deliver both good and bad news (Murad, 2013). Internal communication should only express and be understandable to avoid confusion. The message has to be specific to avoid hearsay (Murad, 2013).
A call to action, when added to the message give the readers some level of understanding of what is expected of them (Gerson, 2017) adding a timeframe to a message helps reduce delay. It’s used in business as part of a marketing strategy to get your target market to respond to action (Lilyquist, 2017). It is important for a business not to assume that the target audience automatically knows what is expected of them to avoid complications (Lilyquist, 2017). Feedback is essential for every successful communication. Feedbacks can be received through many means such as blogs, social media, survey, and interview.
Successful Technical Communications Guidelines
The first step to actualizing an effective communication is identifying the audience and working towards capturing their attention. It is important to have a target audience (Carter) because the language, channels, and information you use to communicate with and appeal to one demographic may not be as effective with another: having a target audience gives you direction in your marketing, facilitates more consistency in your messaging, and allows you to deepen your connection with your customers (McCormick, 2017). Based on whether the audience is high-tech, low-tech, lay or multiple, you have to decide on when to use acronyms, abbreviations, and technical terminology and how to use them effectively (Gerson, 2017).
Identifying the information involves determining what information the audience needs by physically discussing with them and observing them (Gerson, 2017) to determine their needs, values, and attitude (Carter). Giving a diverse audience a high-tech information can cause confusion hence, recognizing the needs and importance of a multicultural audience (Gerson, 2017) will help you channel the right message. When identifying the information to present to the audience, the who, what, where, when, why, and how questions sets in (Carter).
When the audience need and information are identified, it will be easier to choose the right channel to communicate with. Making an announcement in BOLDFlash will most likely be through email because every employee has an email address.
Write and Review:
Writing entails gathering enough details for the message to be able to answer possible questions that involve the five Ws’ (who, what, when, where, and why). This provides a strong foundation for the review. In every technical communication writing, the subject matter is to be identified and organized (Pojuner, 2017), recognize the audience, and chose a channel of communication (Gerson, 2017). When reviewing, missing details are added for clarity and information moved around as needed (Gerson, 2017). The revision will explain if the discoveries are convincing enough.