Managing Communication Knowledge & Information - Task 3 and 4

This report discusses the existing communication structure and methods at Google, and suggests improvements to enhance the system of information and knowledge. It also includes a PPD plan to improve personal communication skills.

MANAGING COMMUNICATION
KNOWLEDGE & INFORMATION
TASK 3 and 4

Developing report on existing communication
structure
Communication structure defines the mode of
interaction within the organization. The
common channel used in company are as
follows:
 Email: To communicate formal information
within different departments email can be used.
 Telecommunication: It involve use of cellular
technology to transmit information among
customers, suppliers etc.
 Memos: To transmit general and less urgent

Methods to improve communication systems.
Presently, Google is using traditional method of
communication more. Since, they are less
effective, necessary improvements can be done.
In this respect, company can consider following
aspects:
 E-customer feedback form: With the help of
feedback form, reviews of customers regarding
the services of Google can be obtained. It will
help in making viable changes.
 Training to employees: Google can provide
training to customer service employees so they

Improvements in Communication system of
Google
Google can use following improvement to ensure
better communication system integration
Finger print technology: It will help in
safeguarding the confidential information of
company and its customers. The information can
be accessed only by authorized person using its
thumb impression. It will further help in
centralizing the important data within the
company.

PPD plan to improve own communication skills.
Personal SWOT
Strengths
 Strong inter personal
relationship
 Positive attitude
 Self confidence
 Strong written
communication skills.
Weakness
 Poor verbal communication
 Poor presentation skills.
 Lack of knowledge of modern
communication methods
Opportunities
 Participate in seminar
 Group discussions or
brain storming sessions
Threats
 Lack of availability of time
 Un availability of resources

Continued..
SMART objectives (as per my personal Swot)
 To improve my verbal communication skills within 1 month.
 To improve customer service skill by following my superiors.
 To attend at least 3 seminars on corporate communication in 2
months.

Report on existing methods of data collection,
formatting and dissemination in Google
 DBMS: The data base management system
help in collecting, storing and distributing
information in systematic manner by using
computer softwares.

Changes in present methods of data collection,
formatting and dissemination in Google
At present, company is using DBMS for
managing information. To manage information
of customers, following can be used.
 CRM: Customer relationship management
technology is used in Google to get information
about customer needs and preferences. In this
respect, different strategies and technology are
used to manage customer interactions.

Implementing a strategy to improve system of
information and knowledge
.Regular monitoring of
systems
Update of system when
required.
Appointing skilled
technical workforce.

REFERENCES
Benyon-Davies, P., 2009. Business Information
Systems. Palgrave Macmillan. Turban, E. and
et.al., 2008. Decision Support and Business
Intelligence Systems. Pearson.
Cahn, D. D. and Abigail, R. A., 2007. Managing
conflict through communication.
Pearson/Allyn and Bacon.
Hislop, D., 2013. Knowledge management in
organizations: A critical introduction. Oxford
University Press.

THANK YOU