Analysis: Managing Communication Knowledge & Information at Google

This report examines Google's existing communication structure, highlighting its use of various channels like emails, meetings, and announcements. It proposes methods to improve communication, such as redesigning the e-customer feedback form and implementing employee training programs to enhance customer service skills. The report suggests improvements like fingerprint technology for data centralization and clarifying the company's mission and vision to employees. Furthermore, it includes a personal plan to improve the author's communication skills, focusing on listening, writing, and dictating, with objectives to attend seminars and enhance self-learning within six months. The plan addresses weaknesses in public speaking and presentation skills, aiming to build confidence and improve overall communication effectiveness. Desklib provides access to this and similar assignments for students seeking study resources.

Managing Communication
Knowledge And Information

3.1 Existing communication structure in
Google

Contd....
• Communication in organization can be defined as the process in
which message and information is transferred from one person to
another.
•When communication is good, it develops coordination and better
relation among all the people within organization.
•Google is using variety of communication channels such as emails,
telephones and formal and informal meeting and announcement
broad, letters etc.
•Private and more confidential messages are communicated in the
organization with the help of meeting and letters.
•When it wants to communicate common information to various
people at one time, then emails and announcement broad are used.
• Other than this, people within departments contact each other with
the help of telephones.

3.2 Methods to improve communication
system

Contd....
•Google needs some sort of improvement in its existing
communication process to operate in more effective manner.
•The e-customer feedback form needs to be re-designed in order to
get more reliable and accurate information from all its customers.
• It can be also stated that such kind of feedback will help the
organization to reach people globally.
•E-customer feedback has very low overhead which further will help
Google to get useful information in very low cost.
•Along with this, it will also become very convenient for people to
give feedbacks.
•On the other side of this, communication process in Google can be
also improved by designing step by step training program for
employee working in customer services departments.

Contd...
• It will result in enhancing employee’s engagement and
motivation. In addition to this, training will also improve the
customer services skills of all workers.
• Therefore, it can be stated that these all methods will help in
improving communication process in Google.
• Teams meeting can be arranged at regular intervals to frame
future strategies and improve coordination among all workers.

3.3 Improvements which guarantee better
communication
•The customer service departments of Google can introduce finger
print technology to carry make data centralization.
•At the time of accessing information, employee will be scanned and
patterns of ridges and valleys will be matched by the pre scanned
image of finger.
•Along with this, Google is also required to make its mission and
vision clear to all its employees.
•This can be done with the help of corporate training or by using
regular reminders.
•When all workers are well aware of organization's mission and
vision then are able to communicate more effectively with each
other.
•The productivity and performance of employee directly gets
enhanced when its communication process is good.

3.4 Personal plan to improve own
communication skills
•In order to work as assistant customer services manager, I am
required to have effective communication skills.
•This includes listening, writing and dictating skills which will
support me to understand the problem of customer and communicate
my ideas or message in effective manner.
• My core strengths includes high motivation level and capability of
handing team of workforces.
•My weakness is that I do not have effective communication skills
which can help me to share my plans and ideas with each others.
•I have an opportunity to visit various seminars and workshops to
improve my communication skills.

Contd...
• I am not at all good in public speaking and also loose my
confidence during presentation which are some of the major threats.
•My objective is to improve my communication skills within a time
period of next 6 months.
•In order to achieve, I will visit 10 to 15 seminars and will also
carry out self learning.
•I am going to learn importance of listening skills and ways to
communicate my message effectively.

References
 Castells, M., 2007. Communication, power and counter-power
in the network society. International journal of communication.
1(1). pp.29.
 Cooren, F and et.al., 2011. Communication, organizing and
organization: An overview and introduction to the special issue.
Organization Studies. 32(9). pp.1149-1170.
 Foley, J., 2007. Are Google searches private? An originalist
interpretation of the Fourth Amendment in online
communication cases. Berkeley Technology Law Journal.
pp.447-475.

Thank You