Business Communication Report: Instant Messaging Implementation at KVV

This report focuses on the significance of instant messaging (IM) in the context of KVV, a travel organization. It begins with an introduction and provides a background of the company, highlighting its reliance on social media marketing and its need for improved communication. The report then outlines KVV's current business and communication strategies, emphasizing the proposal to implement IM to enhance customer engagement. The core of the report details a five-stage proposal for IM implementation, including choosing a suitable platform (WhatsApp), ensuring security, promoting collaboration, educating employees, and managing expectations. The conclusion emphasizes the benefits of IM in improving customer relationships and staying competitive. The report includes a reference list with relevant sources.

Running head: BUSINESS COMMUNICATION
BUSINESS COMMUNICATION
Name of the student
Name of the university
Author note

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Table of contents
Introduction......................................................................................................................................3
Background of the company............................................................................................................3
Business and communication strategy.............................................................................................3
Proposal outline for implementing IM............................................................................................4
Conclusion.......................................................................................................................................6
Reference list...................................................................................................................................7

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Introduction
The purpose of this study is to highlight the significance of Instant messaging service in
the travel organization called KVV. In this report the proposed outline has been provided that
can help to describe the implementation process of the plan.
Background of the company
KVV travel agency is being considered as one of the popular travel organization based in
Madurai (Kvv.de, 2019). Providing the standard tour operations, the organization has developed
its strong customer base. In order to garb customers’ attention, exiting tour packages are being
provided by the company. Analyzing the marketing operations of this agency it has been
identified that from the last few years social media marketing has become highly popular in this
organization. By coordinating with the public transport stakeholders and coordinators, the
operational plan of this organization is being implemented.
Business and communication strategy
In the emerging travel industry, communication plays a crucial role in case of bringing
external as well as internal benefits in the organization. In the competitive business environment,
understanding different aspects of business, the communication strategies are being adopted (Li,
2016). Analyzing the business communication strategy adopted by KVV, it has been identified
that social media platforms have become the major contributor in case of improving the business
communication process in KVV. However, Due to increasing competition in the market, it has
become necessary for introducing an alternative way for improving the business communication.
The study has proposed to implement the instant chat messaging service in the organization. The
term ‘instant messaging’ indicates thee process in which text messages are being exchanged in

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real-time. In case of tourism industry, this strategy can play an important role for managing the
current situation in the workplace. Through the implementation of instant chat messaging
services in the tourism industry, text messages can be sent individually, as its result, the potential
customers can be easily targeted. It is a basic feature in all chat apps and can be operated largely
through connecting the internet (Sotiriadis, 2017). The major benefit of this proves id event after
going offline the messages can be sent to the receivers. On the other hand, with this facility, the
organization can be able to send the continuous notification regarding its offers and packages,
which will help the company to stay in touch with the customers.
Proposal outline for implementing IM
Figure: Proposal outline
(Source: Created by author)
Stage 1: Go wide
There are various platforms in IM processes. In case of implementing the service a
common and easy platform needs to be chosen (Abernethy, Grigsby & Jania, 2016). In this case,
Go wideStage 1
security is the keyStage 2
collaborationstage 3
Education
Stage 4
Managing expectation
Stage 5

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Whats app can be beneficial. With the proper collaboration in the organization, compatibility
issue can be solved.
Stage 2: Security is the key
In order to implement IM in the workplace, Cyber security is needed to be implemented
in the workplace. By making sure that the compliance standards, this tool can be implemented.
Stage 3: Collaboration
Collaboration is an effective element of business communication process (Quirke, 2017).
Providing new benefits and sharing the screen features such as video calling and presence
management, the IM can be effectively implemented.
Stage 4: Education
Through the development of new technology, new rules are being implemented in the
organization, in that that individuals should be educated so that they can be compatible enough to
understand the needs of the customers through IM.
Stage 5: Managing Expectations
With effective implementation of IM, thee quantity of the emails are being reduced and
the numbers of calls are being answered. However, it is also true that instant messaging service is
an extra weapon that is being used to improve the business communication process. In order to
manage the communication process, the organization needs to focus on enhancing the
productivity off seamless communication process.

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Conclusion
Due to increasing competition in the market, it has become necessary for introducing an
alternative way for improving the business communication. In the above study, it can be
concluded that implementation of instant messaging can help KVV to improve its customer
relationship.

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Reference list
Abernethy, M. N., Grigsby, T. M., & Jania, F. L. (2016). U.S. Patent No. 9,514,442.
Washington, DC: U.S. Patent and Trademark Office.
Kvv.de (2019). Retrieved from: https://www.kvv.de/en/ [Accessed on 20th April, 2019]
Li, Y. H. (2016). U.S. Patent Application No. 14/339,823.
Quirke, B. (2017). Making the connections: using internal communication to turn strategy into
action. Routledge.
Sotiriadis, M. D. (2017). Sharing tourism experiences in social media: A literature review and a
set of suggested business strategies. International Journal of Contemporary Hospitality
Management, 29(1), 179-225.