Corporate Communication: Miguel Ramirez Case Study Solution

This assignment analyzes a case study involving Miguel Ramirez, who faces various corporate communication challenges within his father's small insurance agency. The solution explores the prioritization of communication tasks, including responding to customer inquiries, insurance quotes, policy summaries, and claims. It addresses issues such as revised insurance rates and communication with equipment suppliers. The assignment provides detailed email and letter drafts to address specific communication needs, such as informing a customer about rooftop damage coverage and communicating with an equipment supplier. It also emphasizes the importance of building goodwill through positive and empathetic communication, offering practical strategies for effective business communication. The document provides comprehensive guidance on crafting various communication pieces, from emails and memos to letters, ensuring clarity, professionalism, and customer satisfaction.

Running head: CORPORATE COMMUNICATION
CORPORATE COMMUNICATION
Name of the Student
Name of the University
Author Note

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CORPORATE COMMUNICATION
Corporate communication is an essential aspect for every organisation that helps in
the smooth functioning of the organisation. Corporate communication thus is an
accumulation of activities that is aimed at dealing with internal as well as external
communication that helps the organisation to create a satisfying point of view for the
stakeholders on which the organisation depends (Frandsen and Johansen 2018). It also helps
the employees as well as those connected with the company informed about the activities that
the organisation will be taking. The essay aims at giving advice as a business communication
consultant to Miguel Ramirez as he is facing many business concerns.
Miguel Ramirez is working in his father’s insurance agency along with his father. The
company is small and has only five employees. However one fine morning none of the
employees turn up as each has separate work. Miguel is alone and therefore has to handle the
entire business operations himself. He has lots of work and therefore is concerned from
where to start. When he comes to his office he finds a series of emails that he is required to
reply. But cannot reply them all at once therefore he needs to segregate the messages into
most important, important and less important. Most important messages will be prioritized as
(1), important messages will be segregated as (2) and messages that can wait will be marked
as (3).
1. He has to reply to new customers regarding insurance quotes.
1. Then he needs to mail three essential policies of insurance in the form of a summary as the
policies are difficult to understand.
1. Response to a customer claim for wind damage to her garage that will be covered by their
company.

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1. Then he will have to respond to an insurance company whose product is sold by Miguel’s
company. The company has now revised their insurance rates that will affect all the
customers.
If there is time left the Miguel can also respond to the following messages
2. If there is time then Miguel will try to sort issues with a company who does not want to
renew an insurance for a customer who had earlier complained about them.
2. Then he needs to take information from the Office-to-Go company who are equipment
supplier in that area but has been purchased by a large corporation
2. He needs to respond to a customer who is asking details about their insurance policy
2. He also has to communicate with office-to-go regarding the office supplies that Melinda
will be needing after her return.
Things that can wait are as follows
3. Recommendation for job to a summer intern
3. If there is time he can reply to the letter of the National Association where his father has
been nominated for a prestigious award.
3. He can then respond to the invitation that has come for his father to be a speaker in their
college.
As Miguel is working in an insurance company therefore his first preference will be
communicating with his customers. Firstly he will reply to customers who want information
about the insurance quotes as well as explain customers about insurance policies that he first
needs to summarize to his customers as it is difficult for them to understand. Thus to solve
the above two problems Miguel needs to write an email that will talk about the insurance

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policies in details that will help him to convince the new customers about the policies. Then
he will communicate with a customer about her insurance regarding the roof top damage
through telephone as he has a good news to deliver to her. Since one of the companies whose
products are sold through Miguel’s company has revised their rates that will affect the
customer therefore, Miguel needs to solve this problem quickly. He will therefore need to
write a memo for the for the company to discuss the issue in details and come out in ways
that will not severely affect the customers as customers will lose trust in their company.
Memo has always been useful in communicating issues between one company with the other.
Then Miguel can mail the company who is not willing to renew their insurance for a
customer as the latter had filed a case against the former. In the mail he can convince the
company to forget their previous and go ahead with the renewal that will be used as a
documentation for the company. Furthermore, he will need to write an email for the Office-
to-go manager to solve the matter of equipments and know the necessary details about the
services that will be offered by the company as it is is now bought by a large firm that will
affect the pricing as well as delivery policies. Through telephone Miguel will be able to know
the details and necessary procedures that should be taken by him in purchasing the office
equipments asked by Melinda. Then he can also respond to a customer by mail who is asking
about the insurance policies. Mail will be helpful as necessary documents can be attached
with it.
Lastly for the things that he has kept for later he can write letters as well as emails. He
can write an email for the intern who needs a job recommendation. Writing an email will be
quick as well as concise. It is also handy as the intern can always carry the recommendation
with herself. Then he can write a letter to the National Association who are eager to give their
prestigious award to Miguel’s father. Since they gave the invitation through a letter then it
will be good to give them a reply by writing another letter as it is more formal and

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sophisticated. Miguel should also write a letter of apology to the college that has invited his
father to come give a speech on college career. As Miguel’s father is out and won’t be back
for the next two weeks the letter of apology will be decent reply for the college where he can
ask more time from the college until his father returns from the vacation. Secondly, letter is
always more formal than an email or a memo.
As discussed above that one of the most prioritized work than Miguel has to do is to
communicate to one of his customers regarding the insurance for her roof top damage.
Miguel has received a letter from the insurer that the company will pay the full amount for
the rooftop damage of Miss Ivanska and therefore he is excited to give the good news to her
so that she is relieved. However, when Miguel calls her and tells her about the god news she
doesn’t seem to be convinced as she thinks that she still has to pay some money for repairing
the rooftop that she cannot afford. Is was a mistake on the part of Miguel as he is unable to
deliver correct information to Miss Ivanska that leads to her disappointment. He therefore,
decides to write a letter to her in which he will be explaining everything in details that will
convince the client and make her happy. The letter that will be written for Miguel will be
crisp and easy for Miss Ivanska to understand that will once again build her trust and
confidence on Ramirez and Associates. Therefore the letter should be written in the following
manner:
Miss Kristina Ivanska
Ramirez and Associates Insurance
Date:
Subject: Good News from Insurer
Dear Miss Ivanska

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I am sorry for the confusion and discomfort that I caused for you over the phone. In my
excitement to have found a reliable insurer who would pay for your repair of rooftop damage
I was unable to deliver clear and correct information that caused a lot of embarrassment.
It is a great pleasure for us to inform you about that we have been successful to find a reliable
and helpful insurer who will be bearing all the cost that will be required for repairing your
damaged roof top.
The company will be providing you a payment that will be completed in two instalments.
Initially you will immediately receive a check worth of $7,242 that is the exact value of the
roof that has been damaged by the wind storm. The other instalment will be paid to you after
the rooftop has been repaired that is the company will calculate the difference between what
was previously paid and the actual expenses for the repair minus the $250 dollars that will be
deducted as per the company policy. You do not have to pay a single penny for repairing your
rooftop. You also do not have to rush to submit the bill that will be required for repairing
your rooftop as you have one hundred eighty days in hand.
Hope this information has brought a relief to you and you will be happy with the offer. You
can call me tomorrow if you any further queries and we will try to solve it in the best and
cheapest way possible.
Thanking You,
Miguel Ramirez.
Thus, the above letter will help Miguel deliver the good news to his client and make
her understand all the procedures in details that will calm her and build her trust on Miguel’s
company.

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Furthermore, Miguel is also in a dilemma whether he should continue to give orders
to Office-To-Go or switch to another company as the former has now been bought by another
company so Miguel is not sure about the prices, discounts and services that they will offer.
To make things clear he writes a letter to the company however, the letter needs some
corrections as well as revisions before being sent. The letter that is written by Miguel is less
polite and his frustration is quite evident through the letter. Letter should be written in the
form of request therefore instead of telling the company that he will switch to another
organisation for similar services Miguel should take the manager of Office-to-go in his
confidence. He should request the manager to make things favourable for Miguel so that he
can continue his loyalty with the company. He should be more polite while asking the
manager about the new sales structure instead of ordering him to deliver the necessary
information. Thirdly he should be grateful to the company for providing them with
impromptu services and should hope that they will continue to offer their services and
discounts like previously. Lastly, Miguel in his last sentence of the letter should make a
request and appeal for a positive response from the manager and end the letter on positive
note.
Since Miguel has to deal with different clients for the growth of his organisation
therefore it is essential for him to look for an opportunity to build goodwill among the people.
Miguel to build goodwill should use a positive tone that will help him to develop a sense of
community with his clients. The goodwill message should also be encouraging and should
address the best interest of the readers. He should also focus more on the reader instead of
what he can do for people, the goodwill message should show a kind of dependency on the
reader to create a positive effect (Gosnell 2016). The sentences too should and crisp and not
very lengthy. He should place the main ideas as well as objectives at the beginning so that the
reader can emphasize upon it. A goodwill message should also consist of ideas that will help

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in solving the problem of the reader. Positive aspect of the situation should be pondered.
Miguel should also recognise his mistakes in the goodwill message. It should also enlist the
positive facts about the organisation. Miguel should also make his responses spontaneous
where he dedicates a portion of the message for the appreciation of the person. Furthermore,
the message should also be sympathetic as well as congratulatory depending on the situation
of the reader so that the latter is convinced. Exaggerations should be avoided as it will divert
the mind of the reader. By following the above steps Miguel will be able to build goodwill
with his clients.
Therefore to conclude it must be noted that business communication is vital for all
organisations therefore the leaders should not ignore this aspect as it will help them in
maintaining good relation with their employees as well as clients.

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References
Frandsen, F. and Johansen, W., 2018. Corporate communication. The International
Encyclopedia of Strategic Communication, pp.1-10.
Gosnell, P., 2016. Business succession and sale. Australian Restructuring Insolvency &
Turnaround Association Journal, 28(4), p.12.