Managing Communication Knowledge and Information

Managing Communication,
Knowledge and Information
TASK 3

3.1 Existing communication structure in
Google
Google adopts different techniques of
communication to exchange information and
knowledge in an organisation that are as follows:
 Formal and informal communication.
 Verbal and non verbal communication.

3.2 Methods to improve communication
system and suitability in Google
The customer service manger can use following
strategies to improve existing communication
system in Google:
 Clear guidelines availed between employees and
employer to make communication process
effective.
 Make maximum use of email, telephonic
conversation and mails for faster communication.

Cont.
 E-customer feed backs provide essential
information to manger for preparing policies.
 Step by step training sessions should be given to
employees at regular intervals.

3.3 Improvement required for better
communication system
 Google needs to introduce finger print
technology to establish data centralized system in
customer service development.
 For easy access of information feedbacks and
suggestions should be acquired from respective
employees.

3.4 Plan to improve own
communication skills
Strength
Active participation in discussions
Optimistic approach towards critical
conditions.
Good communication skills.
Weakness
Poor present ability skills.
Lack of experience.
Inadequate amount of regional
language.
Opportunities
Chances of promotion.
Rewards and recognition.
Strong customer relationship.
Threat
Competition from colleagues.
Misinterpretation of message.

References
Ajmal, M., Helo, P. and Kekäle, T., 2010. Critical factors for knowledge
management in project business. Journal of knowledge management.
14(1). pp.156-168.
Coombs, W.T., 2014. Ongoing Crisis Communication: Planning,
Managing, and Responding: Planning, Managing, and Responding. Sage
Publications.
alkir, K., 2013. Knowledge management in theory and practice. Routledge.