Report: Managing Communication Knowledge and Information

This report delves into the critical aspects of managing communication, knowledge, and information within an organization. It begins by examining the importance of effective communication for business success, using a case study of a new coffee shop in London to illustrate decision-making processes at strategic, tactical, and operational levels. The report explores internal and external sources of information necessary for informed decision-making, including financial, market, and resource data. It then analyzes the roles of various stakeholders like customers, government, and suppliers, and discusses strategies for their engagement in the decision-making process, such as social media and electronic communication. Furthermore, the report references the HMRC case study to evaluate existing communication processes and identify ways to improve their appropriateness. It highlights various communication methods used by HMRC, including online communication, memos, meetings, and phone conversations, and proposes enhancements through face-to-face workshops, feedback mechanisms, seminars, and intranet utilization. Finally, the report includes a self-assessment of skills, identifying strengths, weaknesses, opportunities, and threats related to communication abilities.

Managing communication knowledge and
information
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TABLE OF CONTENTS
INTRODUCTION ...............................................................................................................................3
TASK 1.................................................................................................................................................3
1.1....................................................................................................................................................3
1.2....................................................................................................................................................3
2.1....................................................................................................................................................4
2.3 ...................................................................................................................................................5
1.4 & 2.4 .........................................................................................................................................5
TASK 2 ................................................................................................................................................6
3.1....................................................................................................................................................6
3.2....................................................................................................................................................6
3.3....................................................................................................................................................7
TASK 3.................................................................................................................................................7
3.4....................................................................................................................................................7
TASK 4.................................................................................................................................................8
4.1....................................................................................................................................................8
4.2....................................................................................................................................................9
4.3....................................................................................................................................................9
CONCLUSION ...................................................................................................................................9
References..........................................................................................................................................10
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INTRODUCTION
Managing communication is the most important task for any corporation through which
workforce come to know about work to be done by them. This aids to ensure effective management
and success of corporation in the marketplace. Present report is based on case study of setting new
coffee shop in city of London at the central location. In this regard, range of decisions to be taken
for businesses are discussed and information for taking appropriate business decision are also
examined. Apart from this, internal and external sources of information are assessed through which
understanding can be developed for start up of new business. In addition to this, case study o0f
HMRC is referred for discussion on existing process of communication along with way to improve
appropriateness. Moreover, effective strategy to improve access to system of information and
knowledge is focused.
TASK 1
1.1
Decision making is the crucial part of any organization. Many companies use consultants to
take correct decision. Different kinds of decisions are taken by the business through which different
stakeholders can be contacted for the successful operation. According to the case study, David
wants to start the new business like coffee shop where following kind of decisions will be taken
(Alavi and Leidner, 2012) Strategic level- these type of decision affect the strategic long term direction of the
organization. So as per case study, David is store manager so it is required to have this type
of knowledge for carrying out activities. Tactical decision- This decision is made for the medium level tenure. Organization with the
help of this manger can implement the strategy like marketing decisions (Benyon-Davies,
2009).
 Operational decision- It is the short term decision. In this, people can implement the
regarding the type of product which are sold to the consumer. .
1.2
According to the given scenario, David wants to start new coffee shop as new start up. For
this purpose, information is gathered so that the company can make effective decision. Here, detail
information related to preferences of buyers with regard to price, quality and range of products and
services is very important (Cahn and Abigail, 2007). These types of information effectively
contribute in creating strong basis for the firm. According to the collected data, business will come
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to know about the uncertainty and in the same manner appropriate sources of finance will be
selected (Kent and Hoberman,, 2012). Furthermore, market information should be collected for the
coffee shop under which company will come to know about current scenario related to rules and
regulations which are imposed by the government. Moreover, information related to financial,
physical and human resources are also collected as these are imperative for successful operation of
business. This proves to be effective for taking decision related to new start up.
1.3
An organization generally requires internal and external information. So these are the
information gathered by the internal and external stakeholders. In this context, internal source of
information is collected from the inside of the corporation and external is gathered from outside of
the business. These are described as below: Internal (Financial) information- These are the information using the David when they
start the business, in this; they identify how much money will be invested in the company
and cost of product, salary of the workers etc. (Laudon and Laudon, 2012). Here, coffee
shop requires huge money for the purpose of purchasing furniture, equipment and effective
location for physical store.
 External information-Here, David will gather information related to customers and their
expectations so that accordingly production procedure can be ensured. However, it will be
assessed who different competitors are already operating in the planned segment. On the
other hand, marketing information such changing preferences of buyers, price related
preferences are assessed in advance (Maier, 2007).
2.1
Stakeholders play major role in the organization as well as in the decision making process.
Various types of stakeholders help in making decision so these are the described as below.
Customer- Customers are essential part of any type of organization and decision process.
With the help of customers, David collects the information for the decision making process
(Ruggles, 2009). As per this, the manger can identify customer needs and wants.
Government- Company follows government rules and regulation for the employee
protection. According to the case study, David has to consider all the rules and regulations while
making decision (Ting-Toomey and Chung, 2012).
Suppliers- With the help of this, David can sell its product and service. Supplier give proper
information about the market trend, updates and condition so which helps in getting the knowledge
in the market.
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2.2
Organisation strives to maintain the good relation with the different types of stakeholders. .
In this, Customers wants high quality product at the reasonable price so organization can provide
the best quality of product and sell at the reasonable price. Further, they can satisfy the customer by
providing quality product which will help in maintaining the good relation with the customers
(York: Oxford University Press.Jones, 2009). For contacting identified stakeholders, business man
can take meeting or technology can be used. It proves to be effective for taking their views in
decision making process and accordingly business can be started in relatively less time span. Apart
from this, customers will be contacting by conducting online survey. Moreover, management of
coffee shop can also go to suppliers for establishing contract wherein face to face communication is
very important.
2.3
Stakeholders participate in decision making of the organization. In this, the company makes
the decisions by involving stakeholders. With the help of stakeholders, company can better
understand the situation of the organization inside and outside (Harsh, 2005). Further, the firm can
make decision by taking the feedback from the customers. In this, people give the correct
information and share the knowledge which will help in making right decision and maintaining the
good relation with the corporate social responsive (Alavi and Leidner, 2012). Here, suppliers are
involved in the decision making after their views with regard to time period of contract. For
example, contract related to supply of raw material can be short or long term where business man
take appropriate decision. On the other hand, feedback and reviews of customers are taken in order
to bring modification in the current service standard. However, all legislation and regulation
imposed by government will be considered by new coffee shop so that effective involvement of
different stakeholders can be ensured successful opening of new business.
1.4 & 2.4
There are several strategies which can be used to involve stakeholders in the decision
making process. Under this, management of coffee shop can contact to customers by using social
media. This will be effective for getting information related to their preferences. This mode is most
suitable as it save overall time as well as cost. By using social media it will be effective to build
good public relationship. On the other hand, proper communication can be ensured with suppliers
by contacting them via electronic mode such as telephonic, E-mail and other professional sites.
Moreover, government imposes different rules and regulations which are implemented with
apportionment of suitable HR in organization. It reflects that cost effective strategies can be used by
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corporation through which business can reduce cost of production and different parties can be
involved in the decision making procedure (Papadimitratos, Fortelle and Cosenza, 2009).
The selected strategies are helpful for business because stakeholders will be contacted in
relatively less time span. By using these strategies different parties can raise their queries and direct
contact can be established (Benyon-Davies, 2009). It facilitates to create competitive edge of the
business in the marketplace. Apart from this, expectations of buyers will be met by using these
kinds of effective strategies. This in tun business can be expanded in relatively short time span.
Apart from this, social media and other explained technologies also beneficial for promotion of the
company through which buyers can get desired product and competitive edge of the business will
be created in the marketplace (Kent and Hoberman, 2012).
TASK 2
3.1
There are different processes of communication which are used by HRMC for effective
coordination within or outside the organization. It covers online communication, advertisement on
TV and social media. Under this, management of the business disseminate the important
information to the end users so that purchase decision can be taken in relatively less time (Laudon
and Laudon, 2012). Furthermore, internal memos, staff notice board and staff magazines are
implemented for written communication. This aid to clarify task to be done by workforce and in the
same manner higher level of integration will be ensured. Similarly, team briefings, meetings and
presentations are conducted by HRMC so that face to face communication can be ensured. This sort
of communication takes place between suppliers, clients and other related important parties under
which management generally need higher time (Maier, 2007). Furthermore, online communication
takes place in the form of internet e-mails and intranet. This intranet works in the team or entire
organization so that appropriate flow of communication can be maintained among employees and
management. This will be effective for business in determining higher rate of return as free flow of
communication tends to motivate workforce. Moreover, phone conversation is also there in HMRC
for contacting clients or employees working in the organization (Papadimitratos, Fortelle and
Cosenza, 2009).
3.2
According to the case of HMRC there are several ways which can be employed by the
business organization for improving communication. Ways for improving appropriateness in
communication are enumerated below:
 For making communication activities more effective company needs to organize face to
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face workshops for the group of employees. In such session, business unit needs to develop
and distribute material among the personnel for developing better understanding about
topic.
 Further, business unit needs to receive feedback from the employees about the difficulties
which are facing by them. This in turn provides assistance to the company in evolving the
system of open communication (Alavi and Leidner, 2012). In this way, company can
encourage their personnel to share ideas, views and suggestions which aid in the
productivity and profitability of firm.
 Company can also enhance communication level by conducting seminars and conferences.
Both these offer opportunity to the personnel to develop their competency and proficiency
level in the field of communication.
3.3
Improvements can be implemented in communication on the basis of following aspects are:
 Business unit also needs to make use of intranet for providing additional information to the
employees (Turban, 2008).
 Further, company also places information about changes in the staff magazines. This is one
of the most effectual sources through which business unit can communicate with its
employees (Ting-Toomey and Chung, 2012).
 By producing booklets and posters business enterprise can serve most valuable information
to its human resources.
Hence, by taking into account all such aspects improvements in relation to communicative
aspect can be made by the firm more effectually. This is turn helps organization in getting desired
level of outcome or success.
TASK 3
3.4
Assessment of skills: From evaluation, I have identified that I possess following strengths,
weaknesses, opportunities and threats are:
Strength
Fluency in speaking is one of the main strengths
of mine. With this, I can communicate
information and other aspects in an effectual
way.
Weakness
During communication, due to the lack of
confidence I do not make contact with the
audience.
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Opportunity
By taking active participation in training session
I can build up my confidence level to the large
extent.
Threats
Sometimes I forget framework of discussion
which imposes the biggest threat in front of me.
Personal communication and development plan
What to achieve Plan for development Time period
Building confidence In order to enhance my
confidence I will attend
seminars and conferences.
Moreover, wide discussions
regarding several issues are
taken place in seminar and
conferences. In this way, it
provides opportunity to me to
share views and ideas among
large group of people. Thus,
such activity may result into
high confidence which helps
me in communicating with
other more efficiently.
3 weeks
TASK 4
4.1
There are several approaches which can be used by an individual for the collection,
formatting, storage and dissemination of information according to HND business course. Moreover,
individual can present fair solution of issue when it structures data in an appropriate manner. In this
regard, data can be collected by the individual through the means of internet. It is the most effectual
sources which contain huge amount of data regarding each and every aspect. Further, primary data
can be gathered by the researcher through survey, observation, focus group etc. (Maier, 2007).
Besides this, data can be formatted through the means of Microsoft Word, MS-Excel etc. By this,
individual can arrange and refine data in the best possible manner. Cloud computing and other
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electronic devices help both business unit and individual in storing data more effectually. Through
the means of internet information can be provided to other individuals (Turner and Makhija, 2006).
Along with this, by revealing information on social sites awareness of the large number of people
can be developed regarding specific issue.
4.2
Organization can improve the collection, formatting of information which will help in
increasing the productivity of the firm. Further, company can gather proper information and they
can maintain the data in the system. In this context, when the organization require problem oriented
information they take from the sources like library, catalogues etc. (Harsh, 2005). Moreover,
company communicate with the community for collecting the information as well as disseminate
information which helps in developing public platforms. Further, it also assists in developing
communication links with the community to address issues relevant to the society like product
marketing, job opportunities etc.
4.3
Organisation can collect information and gather knowledge for the day to day to day
operations. In this, the manager can coordinate with each other and using the upgraded system of
information they can take feedback from the employees and provide suggestion to them (Alavi and
Leidner, 2012). Moreover, management strategy kept up to date helps in constantly improving
levels and methods of collecting information and knowledge.
CONCLUSION
Summing up the whole report, it can be concluded that as per this case study, David can get
good experience in the decision making process. Information and knowledge plays an important
role in the modern organization. Company require high level of knowledge and skills which helps
in making the better decision. Further, stakeholders are important for the organization so firm can
identify and build good relation with stakeholders. It affects the business performance and increase
the number of customers. Moreover, company follow communication process which helps to
convey right message to their employees and customers.
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REFERENCES
Books and Journals
Alavi, M. and Leidner, D. E., 2012. Review: Knowledge management and knowledge
management systems: Conceptual foundations and research issues. MIS quarterly. pp. 107-136.
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.
Kent, W. and Hoberman, S., 2012. Data and reality: a timeless perspective on perceiving
and managing information in our imprecise world. Technics publications.
Laudon, K. C. and Laudon, J. P., 2012. Management information systems: managing the
digital firm (Vol. 12). Pearson.
Maier, R., 2007. Knowledge management systems: Information and communication
technologies for knowledge management. Springer Science & Business Media.
Papadimitratos, P., La Fortelle, A. andCosenza, S., 2009. Vehicular communication systems:
Enabling technologies, applications, and future outlook on intelligent
transportation. Communications Magazine, IEEE. 47(11). pp. 84-95.
Ruggles, R., 2009. Knowledge management tools. Routledge.
Ting-Toomey, S. and Chung, L. C., 2012. Understanding intercultural communication. New
York: Oxford University Press.Jones, R., 2009. Personal knowledge management through
communicating. Online Information Review. 33(2) pp.225 – 236.
Turban, E. and et.al., 2008. Information technology for management, (With CD). John Wiley
& Sons.
Turner, K. L. and Makhija, M. V., 2006. The role of organizational controls in managing
knowledge. Academy of Management Review. 31(1). pp.197-217.
Online
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<http://departments.agri.huji.ac.il/economics/gelb-manag-4.pdf>. [Accessed on 25th August 2016].
McGibbon, T. and et.al., 2000. Use of Mobile Technology for Information Collection and
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