Tight deadlines, the need for immediate feedback and the rise of new technology are all factors that have changed the ways in which businesses communicate both internally and externally. This article summarises the ways in which it is possible for Businesses to interact, as well as the changes to these methods that have taken place.
As a business grows and operations become more complex, it is likely that more problems will occur. This can be related to the chain of command being long (review organisational structure). Methods of communicating with staff will be key, and more formal methods may be required. Communication can be with external (customers) or internal (staff) stakeholders. It can be on a formal or informal basis. This communication is essential to the business because decisions will rely on up to date information.
Methods of communication
Oral: Informal discussion, formal meetings, telephone conversations.
Video: Video conferencing / link.
Graphical: Production drawings, graphics sent over the internet, screen graphics.
Written: Letters, memos, financial documents, advertising, email.
Internal communication can be within or between functional areas. It enables departments to link information and co‐operate. We have looked at how many functions are dependent on others.
Formal or Informal?
The formality of the communication, and hence decisions about the method and tone, will depend on the reason behind it and the relationship of the people communicating.
Formal communication is more suitable for important or serious matters, or when the parties are not well known to each other. Formal methods are recordable and are essential when dealing with certain issues pertaining to employment and financial matters.
Selecting the method of communication
Factors to consider…
1. Seriousness; serious issues will require a written record which may need to be access in the future
2. Internal or external
3. Speed; some methods are quicker than others: electronic communications are faster than sending documents by post. Video links may be used for urgent discussions needing input from a number of people.
4. Cost; sending an email may be more cost effective than a letter.
5. Complexity; written explanations leave less room for error and misunderstanding.
6. Feedback; is it needed? One‐way communication of information such as an advertisement of opening hours, may be all that is required. However, one‐way communication will not be suitable where something needs to be agreed or discussed.
7. Personal reaction; do you need to gauge someone’s reaction, either inperson or over the phone to better assess their feelings or needs?
New Technology
Use of email has hugely changed the way in which businesses communicate internally and externally. Mobile phone use has also revolutionised communications, and modern mobile phones can give remote access to email accounts and other services. Indeed the use of wifi and other remote access services have allowed phone and computer users to be constantly in touch with offices and colleagues. Pagers are used within busy offices or hospitals.
Video conferencing and other technologies are bringing back a slightly more personal factor. Staff are able to access company servers from home PCs and laptops. All these factors greatly increase the number of communication methods and mean that businesses have to adapt constantly.
This article has been put together by the distance learning organisation Start Learning who are experts in home study.
If you want to find out more about Business or many other distance learning courses please browse their website: http://www.start-learning.co.uk
Kerrana McAvoy
Academic Director – Start Learning
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