Knowledge Management and Information Systems

This assignment is focused on the topic of knowledge management and information systems. It requires students to analyze various studies, books, and online resources related to the subject, and provide a detailed summary of the key concepts, strategies, and tools discussed in these sources. The assignment also asks students to identify the critical success factors of business process management and discuss how social software can change knowledge management. Additionally, it requires students to review literature on knowledge sharing and its importance in organizations. The assignment is designed to test students' understanding of the topic and their ability to critically analyze complex information.

Managing Communication
Knowledge and Information

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1.1 Range of decisions to be taken.......................................................................................1
P1.2 Information and knowledge needed to ensure effective decision making.....................2
P1.3 Internal and external sources of information..................................................................3
P1.4 Recommendations for improvement..............................................................................4
TASK 2............................................................................................................................................5
P2.1 Stakeholders...................................................................................................................5
P2.2 Relationship development..............................................................................................6
P2.3 Involving stakeholders...................................................................................................7
P2.4 Strategies for stakeholders.............................................................................................7
TASK 3............................................................................................................................................8
P3.1 Report on existing processes of communication in the agency.....................................8
P3.2 Ways to improve appropriateness of communication systems......................................9
P3.3 Improvements to ensure greater integration of systems of communication in company10
P3.4 Create a personal plan to improve own communication skills, that will feed into the
project...................................................................................................................................11
TASK 4..........................................................................................................................................12
P4.1 Approaches to collection, formatting, storage and dissemination of information and
knowledge.............................................................................................................................12
P4.2 Appropriate changes to improve the collection, formatting, storage and dissemination13
P4.3 A strategy to improve access to systems of information and knowledge....................14
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................16

INTRODUCTION
"Management is required in every business activity whether it is communicating,
managing knowledge or information." ASUS is a big manufacturer of software and hardware
solutions in which there is a requirement for marketing of these products. It has stores around
world where communication, knowledge and information plays a significant role.
Communication is required when a company operates for transferring information to its
customers and stakeholders. Effective communication knowledge leads to fluency in distribution
of products of company. In present state of market where there is a presence of high competition
market, information for decision making is vital for ASUS. Making customer aware of its
products requires communication of same in most approachable manner. This document consists
of justification regarding management of communication knowledge and information for ASUS
in order to promote its product by appointing J. Walter Thompson (JWT) famous marketing
agency in S.A.
TASK 1
P1.1 Range of decisions to be taken
J. Walter Thompson (JWT) is a marketing agency in S.A. which has been working for
product promotion of its various clients. ASUS is one of the company which has appointed this
marketing agency to promote its product. A company has to be flexible because it operates in a
huge environment which keeps on changing. Sustaining in that market is only possible when a
company has flexible decision making for every change which may occur in external and internal
environment. These decisions which marketing supporter have to take for its operations are in a
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big range in which they are diversified (Agterberg, 2010). Decisions in an organisation which is
operating globally has to be taken on various levels which are classified as under: Hence, as a
marketing firm the decisions which are to be equipped are specified as follows: Strategic Decisions: These decisions are taken for strategic choice of a company to
implement in long term on which a company will work. A direction to organisation is
provided by strategic decisions. Tactical Decisions: Implementation of strategy regarding decisions are taken under this
which are medium termed. For instance- implementation of marketing strategy etc. Operational Decisions: These are taken at operational lever or for workforce to
implement tactics and are classified as short term decisions. Programmed Decisions: It provides a base for making decisions which can be used by
people in company to come up with appropriate decisions. There are specified standards
which are set for them. Non-programmed Decisions: They do not consist any standard or route to make decision
they come out as required at a point of situation.
They are range of decisions which need to be taken by JWT in order to help ASUS for
promoting at several levels of a company depending on their specifications.
P1.2 Information and knowledge needed to ensure effective decision making
In modern world information and knowledge play an important role in every
organisation. High level of knowledge is required to deal with complex situations which may
occur. In current dynamic environment it is essential to have ability to solve, interpret and
respond to these complexities for which information and knowledge are key factors. Every level
of organisation requires knowledge and information to take various decisions for action of
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functions in an organisation (Ajmal, 2010). Decision making capability of each manager and
people of J. WT varies as tact and knowledge varies. The level of knowledge which is to be
needed in the organisation have to identified as this is a difficult task.
New technologies can be applied by organisation to foresee changes rather than
responding to them in business decision making. Proper management of knowledge and
information has to be done by an organisation by using suitable techniques for improving
existing processes of business, generation of new product and strategic development. For
initiating this development of knowledge which is unique, innovative, position strengthening,
safeguarding, flexible, creative and enhancing individuals’ knowledge in an organisation has to
be adopted. In an administration of a company information and knowledge plays a vital role
while taking decisions for various department of that industry as the operations are based on
decisions.
The Lasswell model of information and knowledge can be used by JWT for
implementation in ASUS. It have five elements which are the sources, the message, medium,
audience and the effect. This complies of management of knowledge and information in ASUS
product marketing by JWT in order to make people aware of its product. This principle theory of
communication is very effective and very productive to obtain success in implementation of any
plan related to marketing.
P1.3 Internal and external sources of information
Sources of information can be classified as internal and external. Internal sources consist
of information which is collected from inside the organisation. They can be classifies in various
types which are illustrated below:
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 Financial Information: Data regarding profit, performance and loss of company are
ascertained in this information (Choo, 2013). Cost of products, salary, taxes, profits, loss
etc. are used to know financial position of company and it is a result of internal
operations. By this manager can prepare budget and stakeholder can know actual position
of company for which JWT will work. Administrative Information: Data related to employees personal details, career
information, experience, skills, training, productivity, bonuses etc. which are to be
maintained by company in order to ensure safety and authentication in premises of
company. Marketing Information: In this actual performance of products in market is kept as
record to improvise more for growth and development of company (Dalkir, 2011). This
information helps in developing and innovation of products for penetrating in market.
Also record of companies marketing strategies and success of them is kept in this
information for further developmental changes. This is the major work of J. Walter T. to
research and promote its client so this information is major.
 Manufacturing Information: All data related to production and its cost, raw material,
supply of product etc. is kept under this information. So as to make sure that resources for
marketing are used in a sufficient way and if any deficiency is there it can be resolved.
This also tells expenses incurred while producing that product.
External sources of information comprises of data which is collected after assessing
environment of business in which it operates (Coombs, 2014). This can be obtained from
information providers, government agencies etc. which is regarding census figure, legislation,
competitors’ information etc. This helps in dealing with various factors which may affect
business directly or indirectly.
P1.4 Recommendations for improvement
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ASUS is a very well-known company which is completely changing way of using
technology in all over world. It focuses to be highly value based in order to serve its customers
and various other stakeholders to satisfy them. Its main objective is to innovate its products on
continuous basis. As we know today requirement of going global with business operations is a
factor which influences a company. This is also impacting this IT giant which needs to be
addressed in order to lead in its market. Strong knowledge of development with formation of
strategies which includes latest technology is what company should bring into existence in its
activities this can be taken by JWT to promote the products of ASUS. For JWT it is important to
adopt competency strategy as there are a lot of competitors for company are present in market.
This will help in having an advantage over all of them to JWT in leading market to provide
assistance in promoting products of its clients.
A company aims to develop and grow in its market so JWT can adopt various techniques
to expand its business. As its main mission is to provide companies with assistance to have a
platform which can be used to promote the products it produce (Dozier, 2013). Information
technology can be used while expansion of business as it will make easy to communicate with
headquarter by using IT technologies. A company should have proper planning and strategy
formation for doing so as when size of market increase lead to increase in risk of competition
which is also has to be taken care by company for expanding.
Conclusion
In this task it have been concluded that there is a need for taking decisions in each and every
organisation for communication and information transfer. As I have faced problem of
misunderstanding when I have not been told things properly. So, this is really very important.
TASK 2
P2.1 Stakeholders
Stakeholders are people who are interested in company's activities as they have invested
in it or are aiming to invest. There are two types of stakeholders internal and external
stakeholders. Internal stakeholders are employees, managers, owners etc. of a company who
receives salary as they are appointed by company. External stakeholders comprises of people
outside its premises like- customers, investors, government, general public etc. As they are
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related with company directly or indirectly so it is necessary to involve them in decision making
of company.
ASUS has widespread operations so it needs to maintain relationship with its stakeholder
in order to satisfy there needs and retain them. A partnership should be developed with them as
they are responsible for actions of ASUS for example- customers needs and wants are
responsible for product manufacturing, investors are needed for funding etc. if they are putting
efforts in company so they also want to be considered in strategic formation and decision making
of company (Galliers, 2014). Base for decision making process contains feedbacks, suggestion
and various other information from sources which are essential for it. These sources minimizes
chances of problems while making decisions. When JWT involves its stakeholders in decision
making chances for conflict is minimized and they feel associated with organisation.
Each and every stakeholder have its own role while contributing to decision
ascertainment of an organisation (Groff, 2012). Healthy relationship have to be maintained with
them so as to have proper existence of company in market. This will help in making satisfying
decisions for ASUS to operate its business in best and effective manner.
P2.2 Relationship development
Relationship development is a prior responsibility of a company in order to have
managed relations with its customers and its employees. This leads to retention of employees and
customer with enhancement of their loyalty towards company. ASUS can use relationship
building with its stakeholders as they are most important person who initiates its operations.
Contacting with stakeholders involves various factors which are important to be considered and
they are listed below: Identification of stakeholders: It is important to gather information about people who are
attached with business in one or other ways (Hislop, 2013). Stakeholders are in a large
number than a company can think so it is necessary to do so. Prioritize: On the basis of involvement stakeholders must be prioritized as most
important to least important. Understand needs: Regular communication with stakeholders id required in order to
know what is their requirement and what they want. This helps to satisfy them fully. Engaging : Communication with customers is most important and vital for which
innovative and creative ways are to be ascertained. Their must be two way
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communication while preceding this as this will involve customers as well in
communicating products. Management and understanding of stakeholders needs is most
vital in this process.
 Monitor: All activities which are implied to engage with stakeholders must be monitored
by manager so as to make sure everything is happening in a proper manner.
These are elements for developing contact with key people of organisation which will
develop healthy environment for work as well as for buying (Holste, 2010). Developing business
relationships is very important for action of proper administration of company which is
operating world wide.
P2.3 Involving stakeholders
Stakeholders of a company can be classified as internal and external. They affects
operations of business directly or indirectly so it is important to take their opinions while making
any decisions. Key people of a company can be involved in making decisions in various ways.
Like- owners and employees can take inner decisions and customers, investors needs and wants
can be used to take external decisions (Holtshouse, 2013). They can be involved by: Active participation: A company should involve its most important stakeholder by active
participation of them in company's operations. This will help in taking their views by
their personal observations in making decisions. They will feel involved in company so
this will influence them to take decisions which are best for it. Feedbacks: Time to time feedbacks from employees and customers including various
other stakeholders can be taken to know what exactly they want. This can work as a base
for decision-making which will involve stakeholders. Consultation: If a company is going to take any decisions they can fix a meeting with its
stakeholder to consult them if that decision is appropriate or not. This will involve them
in choosing best for company and its welfare. Market research: A company can do market research to know need and want of
government and its customer who are life blood of company. This will help in involving
some people who will act as a whole for population present in surroundings of company
where it is operating.
 Communication: JWT can communicate with its stakeholder to take their opinions for
any changes in company which will help in developing best decisions for its operation.
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Likewise, various stakeholders of company can be involved in taking decisions for company
which will be best for it.
P2.4 Strategies for stakeholders
Management is main objective of JWT (Jennex, 2010). It aims at managing its stores
which are spread globally. For this various effective techniques has to be used in order to attain
best possible results to penetrate in market. JWT have various stakeholders to manage them they
have different strategies according to them. These strategies helps it to gain competitive
advantage over competitors to lead the market. Illustration of these strategies is listed below: Customers: They are most essential person for company to satisfy them various
techniques are made like- good experience of shopping, affordable products, evaluation
of their needs and wants, honesty with ethical practices etc. Employees: Various strategies related to satisfying employees with maximum benefits
are provided by HRM of company (Klusch, 2012). They can be classified as- fair terms
and conditions, respect, opportunities, health and safety etc. They also have an
opportunity to give review in the end of year which helps in knowing actual satisfaction
level. Community: CSR activities are adopted by company also it aims at providing innovation
which is changing scenario to conserve electricity by using LED's which occupies least
electric power which is a strategy of company to enhance sustainable development in
community. Suppliers: Strategies to maintain relations, growth, opportunities etc. for suppliers of
company by various means are established (Larson, 2011). A supply chain management
unit is there in Philips S.A. which operates with quality assurance system.
 Government: Rules, regulations and legislations formed by government like- tax paying,
job opportunities, legal laws compliance etc. are being followed in company's strategies
formation.
These are some strategies for company to have a proper control over market which will
imply to sustainable development of company. The various partner and owner are jointly
working for company so they can work for society's development as well. Donation and charity
is very important for company in order to build an image which is very positive and effective.
Conclusion
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This task related with management of stakeholders and there relationship building which is very
important. It have been concluded by this report that there must be a proper managemnt of there
needs and wants by involving them in decision making. It have been seen by me that people who
are working in a business are important for it in one or another way.
TASK 3
P3.1 Report on existing processes of communication in the agency
JWT have a process by which communication is initiated in its premises by various
people. This is designed in a form to have reviews as well for improvisation in it if there are any
issues. It includes step by step transmission of data which is illustrated as follows: Sender: A sender is a person who wants to communicate a message to someone. It is
responsible to prepare the message which is to be communicated. Encoding: Message which is processed by sender is converted into binary language so
that medium which is used can transfer that to transmit it by using internet or any other
ISP. Transmission: In this data is transmitted in packages to the receiver by means which is
used by sender to transfer data (Leeuwis, 2013). A proper channel for this is used by
sender to covey message to the receiver. Decoding: Message which is in binary form is decoded in understandable language used
by sender so as to represent to receiver. This is done by receiver by it source of
information retriever. Receiver: This is person to whom message is being transferred. A sender want to
communicate something to receiver for which it follows this whole process. It gets
message through this process and than replies by accordingly.
 Feedback: This is given by receiver about message and communication process. This
states whether the receiver understood message, it is delivered to it on time etc. This
plays an important to make this process more effective for organisation.
This is communication process is used by JWT To transmit data from one location to other
within organisations and people associated with it.
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P3.2 Ways to improve appropriateness of communication systems
Improvisation of communication process can be done in various ways. To do this 7C's
approach is best this focuses on all sections of communication process. Illustration to improve
appropriateness by using 7c's if listed below: Clarity: Message which is to be transferred must be clear and should be made keeping in
mind the viewpoint of receiver so that it can understand it (Rao, 2012). Clear message is
must. Concise: information must be in short and simple form rather than considering general
data it must have appropriate and specific justification which gives direct data
information which is transferred. Correct: It must be correct according to topic which is considered. Appropriate and very
much relevant to what is to be communicated. Vague data should not be there. Complete: In a communication process message which is to be transferred must be
complete stating all justifications related to topic which is to be discussed between sender
and buyer. Consideration: It is stepping into others shoes. Receiver to which information is to be
transferred must be considered before preparing message so that it can be according to
that and maximum understanding can be there (Schwalbe, 2015). Audience who is to be
addressed must be considered before delivering a message. Concrete: Usage of specific words and symbols so that message is not misinterpreted by
receiver and their is least chances of confusion.
 Courtesy: It implies that message reflects senders image which must be very polite and
collaborative. Receivers emotions should be considered before preparing message so that
it have a positive impact.
These are ways to improve communication by improving message quality so that there is
an appropriateness in communication.
P3.3 Improvements to ensure greater integration of systems of communication in company
Occurrence of communication can be in two ways in JWT. Either to persuade a person or
to inform it about something. This can be done within organisation as well as outside the
organisation. Integration of this process is very important as company operates globally various
segments of company have to communicate before taking any decisions. To improve this for
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development of communication process various elements can be considered which are listed as
follows: Understand current situation: Present situation of external and internal environment has
to be examined. This can be done by doing research of situations to get best solutions. Set goals and objectives: These are to be defined in order to have a direction in which
action has to be initiated (Shockley-Zalabak, 2011). All w's questions are answered under
this related to who, when, what and why. Target audience: Audience to which message is to be conveyed via communication has
to be identified. Group analysing and listing is important in order to understand audience. Key messages: Concrete words and justification of data which is to be delivered has to be
done under this. First audience have to be understood for this than according to them key
messages should be prepared in order to have effectiveness while communication. Communication strategy: This is a plan which is used to decide all process and
procedure which will be followed while communicating. Like- choosing best medium to
communicate etc.
 Evaluation: Successfulness of message delivery has to be evaluated whether it is
communicated properly or not (Trkman, 2010). This helps in knowing effectiveness of
the process of data exchange.
These will help in generation of greater integration among activities of communication
which are related to data transfer from one person to other to share information.
P3.4 Create a personal plan to improve own communication skills, that will feed into the project
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“The two words 'information' and 'communication' are often used interchangeably, but
they signify quite different things. Information is giving out; communication is getting through.”
Hence, verification in information and communication is quite clear by this. Effective
communication is necessary at every stage of communication in a life of a person. Personal
communication skill is something which creates an impression on others. It is required
everywhere like- in jobs, interacting with people, expressing views etc. this justifies importance
of it. There are many ways in which a person itself can improve its own skills to communicate
and they are as follow: Improve skills of listening: A person must develop patience in order to communicate as
it is a two way process which is effective only when both parties are involved. This is
initiated by improving listening attitude. Consider other's emotions: While interpreting message it is essential to consider others
emotions. As communication has to be done with courtesy this represents a person while
communication. Empathize: This means viewing things with a view point of others. It must not be biased
or partial with any person. Our own emotions are taken into consideration with others
emotions. Encourage: There must be humble attitude with appreciation to ideas of others by
encouraging them this implies to extend communication with other people.
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 Equality: A person must communicate with others equally whether it is a male or female
no kind of discrimination must be there (Von Krogh, 2012). Conflict resolving: If any conflicts or problems arises while communicating in other
people mind than it should be solved by communicator. Positive attitude: Attitude while communicating must be positive a person must talk in a
negative way as this builds a negative impression. Stress minimize: A person must be so understanding while communicating that it reviels
stress of other person to whom it is communicating.
 Necessary complaining: There must not always complaining behaviour this will lead to
disinterest people who interacts with you.
Conclusion
Improvisation is a process which keeps on going so there must be personal as well as other
people development in order to do a business which will help in proper functioning of business.
It have been concluded that JWT is providing ways in order to develop communication channel
in ASUS so as to market its product in marklet.
TASK 4
P4.1 Approaches to collection, formatting, storage and dissemination of information and
knowledge
Before communicating one has to understand what is to be communicated. Wieghtage of
use of that information is to be ascertained with relation to organisational objectives and using
social and cultural background. All relevant material related to receiver like- its issues, problems
etc. should be understood so that information can be prepared according to that. There several
type of information and they are: Bibliographic information Practical Information Referral Information Statistical Data
 Analytical Information
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According to organisational requirements data which is collected should be converted into
information which can be done by various analysation tools. Information can be stores in an
organisation in various storage mediums like cloud of company, computer etc. both online and
offline sources can be used by a company to store information (Wang, 2010). Dissemination of
information can be done through various means it can be done via oral communication(words) or
by electronic media(TV, internet, social media). These are various approaches to collect, format,
store and disseminate data in J. Walter T.
P4.2 Appropriate changes to improve the collection, formatting, storage and dissemination
Improvement is a way of behaviour which is important to maintain in an organisation in
order to excel growth and development. To improve collection, formatting, storage and
dissemination of information and knowledge there should be a systematic process which is to be
followed. Information which is gathered should be concrete and concise while getting it experts
should use relevant sources with accordance to objectives. Size of information decides its
formatting to do so various formatting sources can be used to convert data into useful matter.
After that comes storage for that relevant sources which are up to date with technology in market
should be analysed so that databases can be maintained. A company can create its own software
to store its data which is very important for it to have authentication in its process of
communication, electronic databases, libraries can be made in premises to store data.
For dissemination of information and knowledge which is collected and stored various
media's are there which can be used. A company can distribute its data according to data
authentication. Private channels for communication within employees should be adopted this can
be done by development of software's through which employees in company can communicate.
To inform general people who have interest in business channels of distribution can be
strengthen it can be done via social media, mails, phones etc. It should be very effective and
efficient as people have to be conveyed about plans and changes in organisation from time to
time.
P4.3 A strategy to improve access to systems of information and knowledge
Information is data which interpret some relevant solution to collected matter and knowledge is
something which is acquired by information. Hence, both of them are very important for
organisation and its actions. If data is conveyed which is information only then employees will
get knowledge to move in a direction (Wiig, 2012.). To enhance this a proper system of
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information transfer and knowledge acquisition have to be adopted by J. WALTER T.
Improvisation of this can be done in various ways which can help company to regulate
effectiveness in data sharing with relevant information. Following are ways or strategies to do
so:  Discussion: There must be discussion of data and information between employees of
organisation which will enhance knowledge about each and every employees point of
view. Suggestion: time to time suggestions from employees about their information and
knowledge enhancement should betaken so that it can be made more strong. Proper structural data transfer: A structure must be there in order to communicate in an
organisation it can be vertical or horizontal depending on requirement. Feedback: This helps in generation of a base of necessary improvements in fields where
it is required so as to strengthen communication process of transferring information and
knowledge.
 Training to communicate: Employees can be taught about communication system how it
can be effectively used by them in organisation this help in maximum utilisation of this
which will lead to transfer of data within appropriate time.
Conclusion
It have been concluded by the above report that there is a need to protect and store data
which companies have to do in order to maintain secrecy in there operations and function in
relation to world. I have seen that it is really very important to manage knowledge, information
and communication for a company which is operating worldwide.
CONCLUSION
Management of communication knowledge and information is important in an
organisation this is being concluded by this document. Result of various techniques and tools to
improvise this have been considered in this study. Justification of relevant theories used have
been given in this report. Process used by an organisation to communicate effectively has been
stated in this study. JWT. is operating in various locations in globe so there is a problem while
communication as culture varies so solution to this is given in this written document. Various
type of information and stakeholders role in decision making has been presented in this study.
Researcher have learned that information and knowledge have to be effectively collected,
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formatted, stored and disseminated to people who are associated with organisation. Management
is managing things which implies on every department of company it should work in
coordination in order to have integration in process of its operation.
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Online
How to Implement Company-Wide Knowledge Management System. 2015. [Online]. Available
Through: <https://www.cleverism.com/how-to-implement-knowledge-management-
system/>. [Accessed on 18th July 2017].
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