Baccalaureate Nursing Education & Knowledge Management

This assignment comprises seven key articles on various aspects of professional practice and information management. It includes 'The Essentials of Baccalaureate Education for Professional Nursing Practice' by Davis and Kimble (2011), a Manager's Guide to Excellence in Public Relations by Dozier et al. (2013), an exploration of knowledge management in SMEs by Durst and Edvardsson (2012), and a study on intellectual teamwork by Galegher et al. (2014). Additionally, it covers topics like tacit knowledge in new product development, handbooks on knowledge management, information technology for knowledge management, mobile banking adoption, knowledge management's impact on organizational performance, and leadership in organizational knowledge creation.

MANAGING
COMMUNICATION,
INFORMATION AND
KNOWLEDGE

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Different type of decision taken at the top level management for market plan....................1
1.2 Information and knowledge that Costa Coffee consider while making strategy in decision.
.....................................................................................................................................................2
1.3 Internal and external information for Costa Coffee..............................................................2
1.4 Recommendation to Costa Coffee. ......................................................................................3
TASK 2............................................................................................................................................3
2.1 Five stakeholder that are important to Costa Coffee.............................................................3
2.2 Appropriate communication channels that are cost effective...............................................4
2.3 Stakeholder interest and feedback.........................................................................................5
2.4 Design strategy for launching a new product of Costa Coffee.............................................5
TASK 3............................................................................................................................................6
3.1 Costa Coffee communication structure.................................................................................6
3.2 Method which help in improvise with overall communication system................................6
3.3 Implementation that improvise the current communication.................................................7
3.4 Responsibility in communication department, it create a personal plan...............................7
TASK 4............................................................................................................................................8
4.1 Current method of data collection, formatting, storage and dissemination..........................8
4.2 Appropriate changes to improve the method........................................................................8
4.3 Implement user-friendly strategy..........................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES................................................................................................................................9

INTRODUCTION
Mainly the business grows on the basis of information, knowledge and communication.
Moreover various type of decision and strategy is also made to enhance business operation in
proper manner. Hence, information and knowledge both are analyse so that effective decision
can be produced. They are such who also identify the stakeholders of organization and also
identify the better communication channel. Although having such structure in right context also
help in attaining the organisation goals and objectives. The report is based on Costa Coffee two
Italian brother come together like Sergio and Bruno Costa which start their coffee in London
around 1971. Business is almost in 30 countries. Moreover they are looking forward to increase
their branches worldwide and working to reduce the carbon emission by 15%. Assignment is
such which will include assess of information and knowledge required for new product
development plan. Networking strategy that will be attended by the various stakeholder, required
to make better communication network channels. Although it help to enhance existing
information system and whole report is consist of such thing.
TASK 1
1.1 Different type of decision taken at the top level management for market plan.
Moreover, the growth and development mainly depend on the strength in decision
making in Costa Coffee. Hence, organization is that who take various decision in business so that
competitive advantage can be there with having a market opportunity. Here are some decision
which is taken in proper manner:
Strategic decision: Top management determine the various strategy in compete with
grow in market by Costa Coffee. Some business objectives are those which mainly define to
attain the lower level in organization as well so that merely benefits and advantage can be
achieved in right context. Decision of product and making delivery of new commodity in market
can be considered as an example of strategic decision by top management (Beaven,
VirtualAgility Inc, 2012).
Tactic decision: At the time of long term objectives the possibilities are there for
changes in strategies. For having a tactical decision, management of organization is such who
needs to analyse the practises and returns in great way. None the less, advanced technology is

that tool which can be used by the Costa Coffee for their long term objectives and decision in
great way too.
Operational decision: Hence, daily activities with roles and responsibility is that which
look to determine by management that has to be accomplished by objectives that is measurable
in time and performance in better manner. Firms operation and its resources are considered as the
part of organizational operational decision in proper way (Yang and Maxwell, 2011).
Communication and process is such which handle business and customer with having a
behaviour of decision in Costa Coffee.
1.2 Information and knowledge that Costa Coffee consider while making strategy in decision.
For having a proper and effective decision in organization, then it is required to have an
information from all the factors which somewhere also affect the strategies in great manner.
Moreover some of the information is there which needs to be analysed as:
Competitors: Generally, the Coffee market is having a cut throat competition. Although
the firm needs to analyse different strategy and product of various competitors in sustaining
market. Costa is already a known company and also being a leading seller in Coffee and having
their own strategy with product but also having an knowledge for having an upcoming
competitors as well. Hence, entity also make an effective plans so that they can face the
competition in perfect way (Chai, Das and Rao, 2011).
Disposition of customers: The Costa Coffee do produce their working decision
according to the requirement and demand of the customer, even though changes is always there
in taste and preferences which needs to be considered by them too. This help in acquiring the
market and make them to serve in effective manner. Moreover, buying power of the different
customer group is having an quality expectation which needs to be applied in decision making.
Market: The different trend and services in market is such which is somewhere required
to be analysed so that customer can be served in right context and thus can lead to obtain the
customer attention in better manner as well with having an advance quality and product
uniqueness. Sometimes, Economical moves and having of raw material for business process and
having relation that is helpful in strengthen the decision in right manner.
1.3 Internal and external information for Costa Coffee.
Information ad knowledge of working in better manner can also be received in proper
manner as well. Some of those are as:

Internal sources: In internal part there are various organization which is somewhere
having an appropriate decision in business. Internal data is having all overall sales in specific
period as well. Although, top profit in product and services, with customer feedback and balance
sheet with employees details and also behaviour etc. Normally it can be there that it can be used
to obtain various needed information and having understanding of making decision (Coombs,
2014). Financial record and figured of organizational activities be like and this is being used to
provide the base for having decision making.
External sources: Websites and social media is specific to UK which somewhere also
listen to market with customer. Organization is such which review the research papers and
journals and thus help in obtaining the market condition with dimension expansion. Capabilities
of social media and newspaper is such which acquire knowledge with competitors services and
having experience to electronic market. Government websites are those which do provide
information related to making of decision with rules and policies and therefore social media is
considered as effective way for customer and trend.
Basically, these sources is such which do help company to make an proper strategy and
decision that could lead to work in effective way too. Internal and external sources both are that
which do make an entity to work hard and analyse the market to enhance the performances in
great manner and can gain an success in market too. Both sources help company to collect
important information and data which could help them to have development of enterprises as
well.
1.4 Recommendation to Costa Coffee.
Costa Coffee is that enterprise who is already delivering impressive product with their
services to customer in better way. Sometimes, customers are seemed as they are less integrated
with services an it is due to improper customer analysis is done. Business is such who can use
the advance erp system so that customer feedback can be collected and sorted even which help in
upcoming business services too. Normally the customer experience is such which is enhanced
with moving business to customer relationship in better way.
Although the management is such which generally enhance the quality and pricing in
better manner of their Costa Coffee and it is being on the basis of economic constraint on
customer, as such this help in having market advantage and also benefits with having strong

sustainability. Distribution is effective and relationship after sales must be enhanced to liability
so that customer can trust services too (Davis and Kimble, 2011).
Even though, company can use advanced management accounting tools and techniques
which can help them to manage the data base and customer data base as well which could help
them to stay connected with there customer in effective way. Having an competitor data base can
help them to attain an competitive advantage and although can have a proper strategy and
decision in great way too. These data base can make company to grow more and more this could
help them to attain there goals and objectives too.
TASK 2
2.1 Five stakeholder that are important to Costa Coffee.
At the time of decision making in Costa Coffee various number of stakeholders are
involved which needs to have information and better understanding of thing which leads to
achieve and leads to sustain in market as well with enhancing in business process as well.
Customers: The market is such which needs to analysed for new product an
determination of target should be there as because the stakeholders in business needs to be
promoted for some better services and quality with them (Dozier, Grunig and Grunig, 2013).
Customers are those who also recognize the effectiveness of product and services with their
perception of buying in proper way.
Government: Laws and regulation in UK are there for business process and employees
in relation and having affect decision making in organization. Local policies for some specific
product and marketing along with monitoring and having control with business and having an
affect the decision power at workplace.
Shareholder: The mismatching of ideas and principles of shareholder is such which do
affect the decision. The contribution of different shareholder for investment and also having new
ventures in organization with do require to meet their expectation and demand with having a new
product for organization (Von Krogh, Nonaka and Rechsteiner, 2012).
Employees: Moreover, Costa Coffee is such which finally accomplished with employees
in better manner as well. Management always look to invite various key employees in launching
a new product and also look to motivate their work and also meet up their personal objectives in
right context too.

Competitors: Approach to competitors should be there which help in conquer of market
with having a specific and strategy or product that can be used for own business. Proper analysis
and information is that which is related with the competitor's market planning as it is required to
accomplish the right decision within time market as well (Durst and Runar Edvardsson, 2012).
2.2 Appropriate communication channels that are cost effective.
In order to have a contact with the stakeholders in firm, Costa Coffee is such who follow
cost effective mechanism where it is reliable and faster with their traditional approach:
Mails: Rather posting mails to stakeholders, email is such which is being considered as
the effective choice to invite the stakeholders with time and cost so that information can be
provided to them related to the new product like pricing, features and store as well which is
delivered in a very great and perfect manner as well. Email is being also considered as good
choice to achieve the personal attention towards organization in right context too.
Website: Having a official website along with the social platforms are there which can be
used to have stakeholders in organization. Employers and customers are those who can
encouraged in with public advertisement of event method. Website is considered as good sources
to have an personal communication as well with full description of the product which is being
launched, website is also included as an effective to deal with having each stakeholder and this
help in improving the customer relationship with business processing in right context (Galegher,
Kraut and Egido, 2014).
These are those which are considered as the best medium to provide information to
stakeholder and it is quite cost effective too. Even though mails are considered as the most
effective aspect for providing information to stakeholders and it is quite cost effective as well.
Basically, it leads to provide an accurate information to them so that they can also get satisfied
with the company, as they do provide accurate data on time too.
2.3 Stakeholder interest and feedback.
The participation of stakeholder are those which can be achieved by the use of online
tools. Video conferencing, mailing, messaging and having a social web in communication which
can be used to reach the stakeholder like customers, employees and having other business
partners in effective way. Websites and the other online applications are used in business and
thus it is required to obtain the thoughts and interest of stakeholders. Social media is that which
is very much effective and also leads to determine the opinion of others and having an impact of

the new product launching in better way too(Von Krogh, 2012). Costa Coffee is such which use
websites and new to open the suggestions and feedbacks from the customers too.
Internal resources are like employees and shareholder can be contact with engaged in
personal communication and business activities as well. Meetings and events can be organised in
company so that employees ideas and thoughts can be taken for such occasion. Employees are
considered to be best part of business and also must be encouraged to present their thought so
that management can engage in business strategy. Agenda is for the occasion and such thing
which can be presented before employers and key members so that plans and strategy which can
bee enhanced impression on customer in market.
Explaining the above diagram:
Meet their needs: In this stakeholders, do get whole information and company to meet
the needs of stakeholders in great way. Basically, it is related with consulting and bringing an
interest of other people who think to invest in the company too.
Key player: Stakeholders are those ho manages the thing in proper manner and they do
get involved in projects and decisions and they do work in great way which do lead to maintain
the proper relationship that also help them to attain the success of company.
Keep informed: It is such in which the stakeholders are always being kept informed for
different thing and always being information is provided to them in great way, which do help
then to invest more in company as well.
Low Priority: They are those stakeholders who are having an low priority as because
they only monitor the things and they normally keep updated and also having an aim to move

forward in right manner. They do have an important part in organization which do help in
making an decision in appropriate manner.
2.4 Design strategy for launching a new product of Costa Coffee.
A launching of product in market can be made interesting and thus customer can make
other participants with are having arrangement of attraction in occasion for having promotion in
market too (Goffin and Koners, 2011). Costa Coffee can use internet marketing to reach target
customer and market because the internet is having effective tool to reach with customer with
having some specific age. Audio and video is used in advertisement which does help in attracting
customer. Wen content is such which can be provided to preview various thing with occasion in
features and schedules, so that market condition can be utilised in right manner.
Costa Coffee also apply offers like chance to win gift packs in participation and to meet
up with great personality of world industry. This is such which will be very effective which help
to transform the decision of participants towards the occasion. Agenda of the event is that which
can be clarified in their promotional event activities like television advertisement, news papers
and web based content with promos. Shareholders and employees are such which can be
encouraged to have involvement with their thought and interest in planning working too.
TASK 3
3.1 Costa Coffee communication structure.
Organization is structured in vertical manner and thus it also control the decision power
which has formal communication among all the level of organization. Even though employees
are having an facility to mail and make telephone to other employees. Communication is in
formal style and also having an effective flow of information and having a proper control which
also help in accomplishing the business objectives. Costa Coffee is having no communication
with their employees as they have directed and to have control by leaders those who are again
under the governance of management. Individual employees are those who does not make
communication with management and the top authorities.
Merely external extension relation is like communication with their customer and other
organization as well for having delivery of raw materials and it has to be done with mails.
Relation are managed with the help of operational unit of organization and although they are not
engaged in decision making process too (Holsapple, 2013). Customer are those who

communicate with social media and having a personal mails with their feedback. The leadership
bodies in Costa Coffee are somewhere lacking in communication with research department at the
time of making decision and most the time it has seen that problem of other technology also
support in product. Although the marketing is effective in reaching the customer and also
distribute product and services.
3.2 Method which help in improvise with overall communication system.
The communication is such which needs to be very much effective in respond to the
customer and with desired result (Rowley and Hartley, 2017). Many queries are there of
customer which can complaint which must be logged in with file that has no proper statement
can be prepared to respond them too. The website and ERP of organization is having an effective
mechanism to store various statement of customers because in this they are facing problem with
feedback process. Employees may be facilitated with other forms to store the different thing and
also can lead to retrieve the information in ease manner as well. Addition to it, management can
be used by latest technologies which improve the communication too like social web integration,
personal assistant with application and also having instant messages so that employees with
customer can be linked with having a proper security and having reliability too in
communication.
Normally improvement in communication can be there with some of the things like
listening, speaking and preparation. These are those which help in improving the overall
communication in entity as with this the firm can attain the goals and objectives in right manner.
3.3 Implementation that improvise the current communication.
Costa Coffee is such who uses the media channel which offer the product details with
pricing in community. The local market is such which do communicate with various point to sale
stores which has offered various points so as to have maximum market which can be gathered in
company. The local community and employees can contact to each other with having distribution
and services with different online web forums. Web forums are considered as the main aspect in
Costa Coffee as this help in having better communication in entity (Holtshouse, 2013).
Although having a advertising the physical store and crowd play is required which allow
to enhance the spread of knowledge which is related to organizational product and services for
their proper communication, organization is such which hire separate unit in organization which
need to answer the queries with community related to the price, product and services along with

the booking of product and should response to different demand as well. Local news papers are
very much effective in having one way communication in community and it also spread the
words of marketing and other product features. For having an internal communication,
organization somehow also establish the stringer and robust system which also lead to
accomplish most of communicational purpose.
3.4 Responsibility in communication department, it create a personal plan.
English is official language in Costa Coffee UK, I am not a native in English as I have to
improve the communication skill of mine. I have observed few thing sin me like written
communication is good enough but it is required to have a proficiency in replying the employees
and customer with their written mail report and document too. Even though I am also using
various books and newspaper which make them to learn the professional writing. Although, I do
prefer to write with employees who are native to such place and thus help me in enhancing my
skills in report and documents too.
Therefore, I need to present business ideas in meeting and it is required which illustrate
the product and services before customers too. Spoken English is good but need to learn various
technique for their tone which will handle native customer in UK.
TASK 4
4.1 Current method of data collection, formatting, storage and dissemination.
Costa Coffee is having an tools and techniques which store and retrieve the data in time
too. Firm is that who uses the consumer enquiries and reports in their product and services for
collecting data for the business process. Structured and unstructured approaches used to gather
information. Normally data is stored with formatting in right manner. Proper formatting is used
to make the information and data acceptable with various database application. Data is such
which needs to be formatted in with review of employee, top management and developers to
make it available in organizational decision (Lin, 2011). Business information is stored in
secured and isolated servers so that nobody can obtain in the information without having
permissions. Also the cloud computing is used to share the employees and customer too.
Approach, organization also uses network structure and this help in distribute data in specific
customers and having employees. Employees are grouped who used network and structure and
also distribute the data in specific customers and employees too. They are grouped according to

the role access in the information. Also like ERP system with their mails and social post are also
there which separate which is used to obtain the information and goes to stores them in proper
format although.
4.2 Appropriate changes to improve the method.
Business information and knowledge is such which is managed in Costa Coffee with
having effective tools and procedure with having some of activities with marked for their
improvement as well. Collection of information, is such like they do use advance tools which
manipulate the available information into usable format too, as this help in reducing the effort of
employees in collection of information. Normally, storage is having faster and having reusable
but proper permission and security with implementation to store the information. Organization
do classify the information into use and source, so that retrieval time can be reduced too. Sharing
knowledge among the number of employees and customer, distribution of information is
somewhere a manageable so that it can be controlled and can be govern for the usages in
organization. Proper security and encryption on use of storage of information is required to b
done and it keep safe from having unauthorized users and disclose (Mills and Smith, 2011).
4.3 Implement user-friendly strategy.
The information and knowledge in Costa Coffee it is required that it is being classified
first according to source of information and destination with target users and their use can also be
identified. Later the information and knowledge which can be sub sectioned in with the proper
storage and process is knowledge which is divided into according to the preferences and they
also use the various group of employees. Moreover, research and development department can
be granted to use every kind of working and information whereas employees are those who have
a technical operation which has limited to specific set of information. Forms and authentication
system is being prepare which avoid the direct modification and access to information too. User-
friendly policies and application are such which can help employees and customer in saving the
data online in right context too.
Software is based on approaches which will reduce the effort of information management
access. Trusted ERP system is being used by company so that they can manage the information
in consistent and having integrated format too for their later use (Petter, DeLone and McLean,
2013).

CONCLUSION
From the above report it can be concluded, different decision along with their
effectiveness and sources in business. Report is such which has concluded the stakeholders of
organization and how they process the communication in better way and thus it leads to cost
effective and also save time. Assignment has also discussed about firm structure for having
communication with their other implementation. Personal plan is used to improve the
communication skills which is being discussed. Report is identified like information system and
how information is managed and shared in organization. Improvement strategy and
implementation have been discussed with information management.
REFERENCES
Books and Journals

Beaven, D. F., VirtualAgility Inc, 2012. Processing management information. U.S. Patent
8,095,413.
Chai, S., Das, S. and Rao, H.R., 2011. Factors affecting bloggers' knowledge sharing: An
investigation across gender. Journal of Management Information Systems, 28(3), pp.309-342.
Coombs, W.T., 2014. Ongoing crisis communication: Planning, managing, and responding.
Sage Publications.
Davis, A. H. and Kimble, L. P., 2011. The essentials of baccalaureate education for professional
nursing practice. Journal of Nursing Education, 50(11), p.605.
Dozier, D. M., Grunig, L. A. and Grunig, J.E., 2013. Manager's guide to excellence in public
relations and communication management. Routledge.
Durst, S. and Runar Edvardsson, I., 2012. Knowledge management in SMEs: a literature review.
Journal of Knowledge Management. 16(6). pp.879-903.
Galegher, J., Kraut, R. E. and Egido, C., 2014. Intellectual teamwork: Social and technological
foundations of cooperative work. Psychology Press.
Goffin, K. and Koners, U., 2011. Tacit knowledge, lessons learnt, and new product development.
Journal of Product Innovation Management. 28(2). pp.300-318.
Holsapple, C. ed., 2013. Handbook on knowledge management 1: Knowledge matters (Vol. 1).
Springer Science & Business Media.
Holtshouse, D. K., 2013. Information technology for knowledge management. Springer Science
& Business Media.
Lin, H.F., 2011. An empirical investigation of mobile banking adoption: The effect of innovation
attributes and knowledge-based trust. International journal of information management, 31(3),
pp.252-260.
Mills, A. M. and Smith, T. A., 2011. Knowledge management and organizational performance: a
decomposed view. Journal of knowledge management. 15(1). pp.156-171.
Petter, S., DeLone, W. and McLean, E.R., 2013. Information systems success: The quest for the
independent variables. Journal of Management Information Systems. 29(4).pp.7-62.
Rowley, J. and Hartley, R., 2017. Organizing knowledge: an introduction to managing access to
information. Routledge.
Von Krogh, G., 2012. How does social software change knowledge management? Toward a
strategic research agenda. The Journal of Strategic Information Systems. 21(2). pp.154-164.
Von Krogh, G., Nonaka, I. and Rechsteiner, L., 2012. Leadership in organizational knowledge
creation: A review and framework. Journal of Management Studies. 49(1). pp.240-277.
Yang, T. M. and Maxwell, T.A., 2011. Information-sharing in public organizations: A literature
review of interpersonal, intra-organizational and inter-organizational success factors.
Government Information Quarterly. 28(2). pp.164-175.