Communication for Knowledge Management

This assignment examines the crucial role of communication in effective knowledge management within organizations. It delves into various communication strategies employed to facilitate knowledge sharing, collaboration, and ultimately, organizational performance. Students are expected to analyze theoretical frameworks, research findings, and real-world examples to understand the complex interplay between communication and knowledge management.

MCKI

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Discussion of the range of decisions to be taken..................................................................1
1.2 Information and knowledge required for effective decision making....................................2
1.3 Internal and external sources of information and understanding .........................................2
1.4 Improvements in the methods used for selection and analysis of information.....................3
2.1 List of stakeholders in decision making process...................................................................3
2.2 Methods for developing business relationship......................................................................4
2.3 Involving these identified in decision making process ........................................................5
2.4 Strategies for future improvements ......................................................................................5
3.1 Existing process of communication in an organisation.........................................................6
3.2 Way to improve appropriateness...........................................................................................6
3.3 Implement improvement to ensure greater integration of system.........................................7
3.4 Plan to improve communication...........................................................................................7
4.1 Report on existing approaches to knowledge and information.............................................8
4.3 Strategies of improving the access to system of information and knowledge......................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Managing communication is a systematic process of planning, monitoring, utilizing, and
transformation of all the mediums of communication within the business and between the
businesses. Managing communication helps in smooth flow of information among the
workforce, who are working for a common goal or objective (Adams, Bessant and Phelps, 2006).
This report is based on a case scenario. This report will outline the information and knowledge
needs and strategies to increase personal networking to widen the involvement in decision
making process. Moreover, This report also covers the development of communication processes
and process of improving systems relating to information and knowledge.
TASK 1
1.1 Discussion of the range of decisions to be taken
For starting a new retail business it is important to develop a business structure that
involves some essential decisions for successful establishment of new venture. These decisions
are as follows, Operational Level: For the starting of new retail business it is necessary to choose the
operation type of business. For instance, if firm is decided to start a retail business by
opening outlets or store in some locations than the management have to take important
decision for the location where it can attract maximum number of customers (Wu and
Lee, 2007). Further, if organization has decided to sell through online portals than the
organization will have to take important decisions regarding product orders, packaging,
shipment and delivery process.
 Strategic Level: The Strategic level decisions regarding new retail business set up
includes the important decisions regarding the finance, marketing and sales of the
products etc. Finance decisions includes the decisions regarding finance for starting a
new venture etc. these finance decisions may also involves the important decisions like
the source of finance or if the firm will have to borrow the money from market. Further,
the strategic decisions for starting a new business also includes the decisions regarding
marketing and sales planning in which the management of the firm will have to decide
target customer segment and strategies to attract the potential customers.
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1.2 Information and knowledge required for effective decision making
In order to make the effective decisions the management of the retail firm will have to
gather the information about its competitors and target customer segment. While in the procedure
of establishing new retail business the management the firm will first have to make important
decisions for the products it wants to sell in the market and how it will be successful for the
development of the business (Borghoff and Pareschi, 2013). Further, the owners of the business
will also have to collect the information about the competitors of the new retail business in
nearby location or on online retail portals. For instance, in chosen location there are already
some retail stores than it will be difficult for the new retail business to attract the customers.
Further, the new organization will have to collect information about its targeted customer
segment as well. For instance, what products there regularly in demand by the customers,
customers buying behavior and purchase decision making ability of the consumers. However, the
new retail store can provide the products to the consumer's as per their demand and current
market trends.
1.3 Internal and external sources of information and understanding
Internal sources for collecting information and their suitability and reliability for opening
a new business are as follows, Financial information: Financial information of the organization provides the
information about the funds available in the organization for starting a new business.
These financial information also make the impact on the daily operation of new retail
business with its sales and profitability.
 Marketing and sales information: this source of information helps in determining the
marketing and brand promotion activities of the new retail business in the target market
to attract the more number of customers. Moreover, this internal source of information
also provides the information about the demand of customers for a specific product
(Kankanhalli, Tan and Wei, 2005). These informations can help the new retail business in
providing better and effective services to the customer's as per their demand and current
market trends.
External sources of information: Database and researches: Previous database and research papers are the effective source
of external information. These researches and database will help to know the cultural
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effects and buying behavior of the customers. These databases and researches provide the
most suitable and reliable information for new retail business set up.
 Government: Moreover, government is an external source which provide the information
about the tax liabilities, rules and regulations for starting a new retail business in the
market (Leeuwis, Leeuwis and Ban, 2004).
1.4 Improvements in the methods used for selection and analysis of information
For starting a new business it is recommended that information collected, should be
authentic. The firm should choose the latest and authentic sources of information. For instance,
for starting up a new retail business, it is essential to get the correct information about the market
trends and consumer behavior. This can be fruitful in development and improvement of new
retail establishment. Further, finance department of the organizations is an important part of a
business which helps in growing the new retail business. Thereby, it is recommended that
finance department of the organization should provide the information which is correct and
latest. It will help in determining the marketing planning for product development.
Further, while considering external sources of information such as, government
implemented rules and regulations, database and research papers it is recommended to consider
the latest data from the authentic sources (Adams, Bessant and Phelps, 2006). The firm should
not consider the research and database of unauthentic sources as the information provided by
them can be wrong. Thus, it is recommended for the improvement of new business to collect the
information from the latest and authentic sources and involve them effectively in decision
making process.
2.1 List of stakeholders in decision making process
Stakeholders plays crucial role in decision making process of new retail business. These
stakeholders are as follows, Owner: The owner of new business is an internal stakeholder which plays significant role
in decision making process of the organization (Kokemuller, 2015). The owner of the
firm prescribe the aims, mission, vision and goals of a new business which make impact
on decision making process. Managers: The managers of the organization handle daily operations of the new
business. Their suggestions for improving the customer support and products can be
fruitful for decision making of new business.
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 Employees: staff of the new retail business influences the customers and knows the
demands and nature of potential buyer which can be helpful in effective decision making
process. Customers: Customers of the business are external stakeholders for new business. For
starting up and improvement of new retail business the firm should involve their
customer's suggestions in decision making process. Suppliers: These are the important stakeholders of the business. They supply quality
products to the business which is as per market demand. Thus, they play important role in
decision making process (Ruggles, 2009).
 Government: Government as a stakeholder helps the organization in taking important
decisions regarding rules, regulations and tax liability etc.
The effective selection of individual and stakeholders is essential in organization for
effective decision making for improvement of new retail business. The organization can provide
training to its workers and managers for providing effective customer support which will
increase the sales and profitability of new retail business.
2.2 Methods for developing business relationship
For developing business relationship with these selected stakeholders to increase the sales
and profitability of new retail business, the firm can use following methods, Contact with customers: Customers plays significant role in decision making process of
new retail business. Thereby, the firm should maintain the effective business relationship
with them by establishing good communication with them. The firm should contact its
customers regularly through emails, customer surveys and other activities. With these
mediums the firm can ask for their suggestions, demands and needs regarding the
products (Eppler, 2006).
 Managers and employees: In order to develop effective business relationship with
managers and workers, the organization can contact them through meetings, emails and
conference calls. Through the use of these communication mediums the firm can ask for
their suggestions and improvement ideas that can be involved in decision making
process. These are the most time and cost effective mediums for developing good
business relationship with stakeholders.
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2.3 Involving these identified in decision making process
After identifying the individuals, it is important to involve them in decision making
process of new retail business. These identified can be involved in decision making by following
methods, Contact with customers: For involving customer's in decision making process the new
retail organization can take feedback and suggestions from them. These suggestions and
feedback will help the organization in increasing sales and profitability (Adams, Bessant
and Phelps, 2006).
 Managers and workers: The employees of the organization are directly in contact with
customers and routine business functions. Thus, firm can take suggestions and ideas for
improvement in products and services which can be beneficial in decision making
process.
2.4 Strategies for future improvements
For the purpose of starting up new retail business, the strategy for future improvement
can be training and development program for the workforce. The training provided to staff
according to the new retail business need will help the organization to prepare a workforce as
they required for increasing sales and profitability in the organization (Van den Hooff and De
Ridder, 2004). The training provided to staff will help the employees to improve their
performance which directly make impact on consumers. For instance, training provided to sales
team will increase the efficiency of sales executives. This strategy will help in increasing
customers and profitability of new retail business.
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3.1 Existing process of communication in an organisation
There is no proper communication system among the volunteers and supervisor in this
particular organisation. The communication in the organisation was external communication as
well as informal communication. In this organisation, the volunteers and supervisor was engaged
in so many project so they did not have time to communicate projects to delegate it (Liu, 2012).
The structure of communication in the organisation was horizontal communication because
supervisor thought that project can only delegated through this method. The work of volunteer is
different from other volunteer so vertical communication can not help him out. There is no
mutual understanding between the supervisor and volunteers. Lack of communication resulted
increase in frustration among the employees.
Small organisation should use verbal communication as it is one of the most common
method of communicating the informations. It could be done through personal interview,
meeting, video conferencing, telephones, etc. written communication is another way of
communication useful for the organisation. It includes business memos, posters, formal letters
for communicating the information. This communication is done on the basis of documentation.
3.2 Way to improve appropriateness
There are several ways to improve appropriateness of communication in the organisation.
They describe as under;
Use multiple channels for organisational communication: These is one of the most effective
way to ensure that people get message as we send it. Some channels include meeting, e-mail,
faxes, telephone conversation, posting, etc. These provide multiple choice of communication
medium to the organisation so that it never rely on single channel (Alexander, Cryer and Wood,
2008). By using multiple channels, it can improve its communication through repeating
important message from time to time.
Focus on listening: This is mostly happened during individual communication. The employees
of the organisation should take time to actively listen. The employees must listen to their
supervisors and vice versa.
Pass clear and understandable message: To improve the communication in the organisation,
Higher authority should must pass clear and understandable message to every one so that the
supervisor can guide volunteers accordingly.
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Handle communication problems: Communication problems may arise during human
interactions and because for conflict between teams and groups. So by handling such problems'
communication system could be improve.
3.3 Implement improvement to ensure greater integration of system
The organisation in the case study having lack of communication and supervisor is not
able to handle its volunteers. There is a need to improve the communication system in the
organisation for better outcomes (Coombs, 2014). Different process of communication can be
described as;
 Horizontal communication process:- In this type of communication system flow of
information in a straight way from sender to receiver.
 Circular process:- Circular process is making communication in circle. It is ongoing
process of communication.
 Two way process:- In this system sender send a message to receiver and receiver give
feedback on this message.
From above mention processes, two way communication is the best process which can be used in
the organisation. These will help in effective regulation of information among supervisors and
volunteers. Communication can be improved by using time saving instruments such as emails
and formal letters so that task could be complete within the decided time period. By using this
process, organisation can also take feedback and suggestion from volunteers.
3.4 Plan to improve communication
For improve my communication skills I would plan according to situation and demand.
As per case study I would like to choose two way communication because it will help to
supervisor in providing guideline to its volunteers and it also helps volunteers to understand the
issue by asking questions and giving feedback (Williams, 2011). I would like to give the projects
to the volunteers by making proper two way discussion and by taking feedback from volunteers
about projects which help in correcting the mistakes. Another way for improvement in
communication skill is to make connection and interactions with co-workers. With this method I
can improve listening and speaking skill by interaction with volunteers.
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4.1 Report on existing approaches to knowledge and information
In this context organisation's existing approach of horizontal and vertical communication
is not providing beneficial for the knowledge and information so there is a need to find new
methods for collection, formatting, storage and distribution of information. This is a political
activist firm and the format of communication in the organisation is non verbal communication
so it is not benefit to the company (Toomey and Chung, 2012). There is lack of combination
between supervisors and volunteers and also lack of planning and scheduling in the distribution
of project. Due to Lack of advisory and suggestion from her, she does not get the project on time
from volunteers. The organisation have not formal sources of passing the information through
employees. The employees have no idea about organisation's goal and objective due to poor
business strategies. There is no such guidelines for volunteers about what they have to do.
4.2 Improvement in approaches of information and knowledge
The organisation need to improve its existing approaches by making proper formation of
communication system. Organisation also need to improve structure for collection, formatting,
storage and distribution of knowledge and information. For the collection of information and
knowledge business have to prefer authorized sources so that genuine outcome and result can be
taken. Collection of this can be done in many ways such as through published journals, articles
and through taking advise from experts. Formatting can be done by taking feedback from
employees and accordingly they should modify the information. Formatting of information must
be done in appropriate manner so that it is understandable for all (Liu, 2012). Storage and
distribution of information should be done in proper way so that every one can use it easily when
they require. Organisation should adopt human resource techniques such as motivation, incentive
schemes, performance appraisal, etc. so that frustration of the volunteers will reduce.
4.3 Strategies of improving the access to system of information and knowledge
There are many strategies which can be used by organisation to improve its knowledge
and level of information. The organisation can improve its information and knowledge by
practising knowledge management. It will help in taking feedback and suggestion from
employees so that management can take decision on that basis for provide better information.
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Knowledge management invite ideas from supervisor and volunteers for improvement in
practises of management. It can also be improved by providing useful resource to employees. By
adopting web technology such as web conferencing, online video, etc. they can improve
knowledge by gaining the latest information (Raupp and Ruler, 2006). Reading of books and
articles help them in improve their knowledge about that particular topic. Research &
development activities help in getting appropriate information about projects. These can also
improve by observation and assumption methods.
CONCLUSION
The organisation is a small political activists in which communication problems causes of
volunteers and supervisors did not have project ready in time period. There are lack of
communication plans so it causes of frustration and supervisor did not give time to communicate
projects to delegate to the volunteers. They have no mutual goal so it is hard to create working
environment. The supervisor could have done that she can implement time saving
communication systems such as emails, memos and other written communication techniques to
delegate task to the volunteers with a specific time frame. The communication in this
organisation was external, not internal.
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REFERENCES
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Eppler, M.J., 2006. Managing information quality: Increasing the value of information in
knowledge-intensive products and processes. Springer Science & Business Media.
Kankanhalli, A., Tan, B.C. and Wei, K.K., 2005. Contributing knowledge to electronic
knowledge repositories: an empirical investigation. MIS quarterly. pp.113-143.
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Van den Hooff, B. and De Ridder, J.A., 2004. Knowledge sharing in context: the influence of
organizational commitment, communication climate and CMC use on knowledge
sharing. Journal of knowledge management. 8(6). pp.117-130.
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Wu, W.W. and Lee, Y.T., 2007. Selecting knowledge management strategies by using the
analytic network process. Expert systems with Applications. 32(3). pp.841-847.
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Online
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through: <http://smallbusiness.chron.com/stakeholders-influence-business-activities-
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<http://smallbusiness.chron.com/managing-communication-business-2829.html>.
[Accessed on 14 Dec 2015].
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