Analysis and Improvement of Google's Communication System

This report examines Google's existing communication structure, highlighting both formal and informal methods, as well as verbal and non-verbal communication. It proposes several strategies to enhance Google's communication system, including clear guidelines, increased use of email and telephonic communication, and leveraging e-customer feedback. The report suggests implementing fingerprint technology for data centralization and gathering employee feedback for easy information access. Furthermore, it includes a personal plan to improve communication skills, identifying strengths like active participation and optimism, weaknesses such as presentation skills and lack of experience, opportunities for promotion and recognition, and threats like competition. The report references academic sources on knowledge management and crisis communication.

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.