A communication audit is a thorough evaluation of an organization’s ability to transfer information. This type of audit can be performed to evaluate an organization's external or internal communication capabilities. The purpose of a communication audit is to uncover the strengths and weaknesses within the various stages of the information transfer – whether occurring directly within the company itself, or with its clients or stakeholders.
Chosen Organization for Communication Audit:
For the communication audit, I have selected a Call centre for telecommunication services based in Wythenshawe Manchester.
Explanation for all questions in Task 1 is given below.
a) How the organisation communicates with stakeholders eg customer, employees (managers, operatives), shareholders, the Board, suppliers etc.
Observation: Communication forms
Phone, email and web messenger for residential customers
It’s better to send out some formal letters regarding communication to especially elderly customers who are not familiar with technologies.
Formal meetings with managers in the office
Directors interaction with low rank employee to check the performance and working requirements
Group meetings, emails and phone through extensions.
Face to face counselling’s and individual feedback about the organization and workloads.
Email and phone
Visit to production house where all the devices are made to check the quality and quantity.
b) The use of technology – how it is used to help communication and whether it also hinders communication
Whole office was using windows based Pc’s, there was one secure sever room, where all the client data was saved, for internal communication they were using telephones and soft phone installed on each systems, it was very easy to communicate within the office, each department got their extension number and system ids to ring. They were using internal ticket database system as well to create, save and delete client records visible to every associated department.
c) The communication policies and procedures and whether they are effective
A policy is a statement of intent, and is implemented as a procedure or protocol. Policies are generally adopted by the Board of or senior governance body within an organization whereas procedures or protocols would be developed and adopted by senior executive officers. In call centre business, there were some rules, policies and procedures in terms of data security, client personal information and use of organizational tools. All Pc’s were password protected, secure areas were properly locked and un authorized persons were not allowed to enter the floor. This was effective use of policies which further results in discipline working environment.
d) Any communication problems – and what are the causes of these problems
* Lack of work interest at lower ranks, there was no department managers who can watch, control and check the individual performances * Misuse of organization technology, every staff member got right to browse internet instead of working and while talking to customers over the phone which shows lack of interest * There was no formal pitch while speaking to customers over the phone. No greetings or apologies were over in case of fault or delays of services. * Less communication between the managers and staff,
e) You must also consider the values and culture of the organisation.
Organisational values and culture are the collective behaviour of humans who are part of an organization and the meanings that the people attach to their actions. Culture includes the organization values, visions,...
References: * Joshua Riddle, 2007, ‘5 Things to Practice for Effective Communication Skills ‘, [www], available at http://workawesome.com/communication/effective-communication-skills
* Evan car Michael, 2009,’ Communication skills and personal development plan
‘[WWW], available at http://www.evancarmichael.com/Home-Based-Business/4779/Communication-skills-and-personal-development-plan.html
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