Regent College: Analyzing Communication at Marks & Spencer

This report examines Marks and Spencer's existing methods for collecting, formatting, storing, and disseminating information and knowledge, highlighting their reliance on surveys and customer feedback. It suggests improvements, such as adopting the latest technology for information gathering from both internal and external sources, including the use of websites and social media to engage customers. The report also proposes the use of server and computer systems for long-term data storage, ensuring easy access for employees and managers. It emphasizes the importance of using email and telephone communication to understand customer demands and needs, storing collected data in spreadsheets. The suggested changes are interdependent, requiring a bottom-up approach to improve the overall system for information and knowledge management within the organization.

Managing Communication
(Task 4)

4.1 Existing approaches of collection, formatting,
storage and dissemination of information and
knowledge
• Marks and Spencer is having a particular process for
collection, formatting, storage and dissemination of
information and knowledge. They are using survey and
customers’ feedbacks to know about what type of changes
have to make by them to make more effective working
styles for them. All of the information is written in a
tabular format on a paper which helps them to make a
quick analysis for the results. They are having storage
room in which they keep this information for a time
being. To spread out information they are using their
communication process which is based on traditional
method.

4.2 Appropriate changes in of collection, formatting,
storage and dissemination of information and
knowledge
They have to use latest technology to gather information
from internal and external sources so they have to make
their focus on technological innovations. Marks and
Spenser have to increase their standards to collect and
keep information for long time and future needs.
Websites, social media can be used by cited business
entity to collect information from their customer It is an
easy and interesting process and as well as it increase the
value of the value of the customer.

4.3 Strategy to improve access to systems
of information and knowledge
Marks and Spencer have to use server and computer
system to store their information for a long time. It is a
contemporary need for them to increase their standards to
manage their information and data. It provides a larger
space to them to keep their data and information, it has a
less chance of loss of data. Most of the organisations are
using this method and techniques to keep their data and
information. Employee and managers can easily access
this data and information by each of connected computer
system.

M3 and D2
M3: The Marks and Spencer can use E mails for unfamiliar
audience and telephone for those which are familiar with
the company. It helps to the company to analyse the
demands and needs of the customers. It can help them to
make a proper communication with the customers.
D2: E mails and telephonic survey can help to the company
to make a quick survey of the customers. Information
which is collected has to store in the spread sheets.
These changes are having dependant on the others.
They have to start from lower level to higher level to
improve the system for information and knowledge.