Evaluation of Formal Communication Systems for Customer Communication

This presentation evaluates the formal communication systems used by SHDE Holdings to communicate with customers, including email, website/newsletter, phone calls, and social media. It also discusses the effectiveness of social media for customer communication, the impact of relationships on effective communication, and the role of non-verbal communication in oral communication. The presentation concludes with recommendations for improving communication strategies.

SHDE Holdings

 Introduction
 Evaluation of formal communication systems used by the
organization to communicate with customers
 Effectiveness of social media to communicate with customers
 Assessment of the impact of relationships found in organizations
on effective communications
 Assessment of the impact of non-verbal communication on oral
communications
 Adapting and using own oral communication for different specified
audiences and purposes
 Conclusion
 References
Table of Contents

 There are different formal communication system that
will be significant while communicating with customers.
SHDE Holding company is lacking in flow of formal
communication which lead to impact over the
performance of company and affect the relationship with
potential customers. Formal communication system can
be describe as the systematic way or approach that is
consider by company to communicate with potential
customers as well as resolving their issues. There are
several formal communication system which will be
helpful for respective company.
Introduction

Communication
medium
Effective in the areas Ineffective in the areas
Email This type of communication system will lead to
convey the message clearly and effectively
No efficient when it is required to deliver it to
massive customers
Website or news letter This is consider to be effective way of
communicating important messages to large
number of customers at same time
Ineffective where two way communication
requires while taking orders or instant reply.
Phone calls It is useful formal communication system as it
will help in communicating message verbally
Not suitable to send documents or any soft copy
during call.
Social media There are different social media sites which are
effective and efficient for communicating the
message in more accurate manner
Not suitable for formal communication
Evaluation of formal communication systems used by the
organization to communicate with customers

 Increase recognition of brand – Social media is effective for
increasing recognition of brand. It is very important for respective
company to use different types of social media while communicating
with customers
 Enhancing experience of customers – SHDE Holding company will
be able to provide richer experience to customer while communicating
with them through social media.
 Cost effective – Social media will require less cost of operation and
company will not have to invest high amount for using social media
and communicate with customers.
 Improve customer insight – Respective company will be able to gain
proper insight about the needs and wants of customers by considering
social media technique.
Effectiveness of social media to communicate
with customers

 Personal conflicts – Due to personal conflicts employees will be feel
free to communicate with each other or share idea.
 Partiality – Partiality or favouritism in organisation will affect the
communication process negatively.
 Team cohesiveness – Unity in team or cohesiveness will enhance
communication process and employees will be able to share their view
point with other team member.
 Rigid hierarchy of organisation – High rigidity in organisational
system of hierarchy will affect communication process.
 Good organisational culture - Due to this type of communication
culture employees are free to share ideas with management and enhance
communication process.
Assessment of the impact of relationships
found in organizations on effective
communications

 Emphasising or reinforcing – This type of oral communication
will be affected by nodding non verbal communication.
 Indicating emotional state – Facial expression play a crucial role
in indicating the emotional state of communicator while expressing
thoughts and ideas.
Assessment of the impact of non-verbal communication on oral
communications

Aspect of the convention Convention used in this report
Format of the report (informal, formal, mail or
text)
In this report formal form of writing has been
used. While completing task 1; introduction,
main body, conclusion and references have
been attached. While on the other hand; formal
type of writing notes and hand-outs have been
used in task 2.
Person Third person is used for formal report; also
most of the report is in the third person form;
first person is only used in reflection and
review purpose.
Grammar and Punctuation Whole report has been proof read and reviewed
for ensuring the accuracy of grammar and
punctuation.
Writing style The report has been presented in paragraph
form; additional to this graphs, charts and
tables have also been used to show information
in effective way.
Adapting and using own oral communication
for different specified audiences and purposes

 Through this it has been analysed that individual needs
to use more simple and easy languages in order to
communicate with audience as well as convey message
to them in more effective and efficient manner. There is
scope of development in data collection process so in
depth and more accurate information could be provided
to staff members.
Conclusion

Thank You