Question 1.

Answer:

The form of communication, which places technology between the sender and receiver of the
message, is known as technology-enabled communication. While technology has transformed
various facets of how business is run, its effect on business communication has been the most
profound. Technology has even made it possible for individuals, often sitting in different
geographical locations, to communicate in real-time and conduct business without ever
meeting face to face. Globalization could not have been possible without the help of
technology aided communications. Before the advent of technology, people had to rely on
filing paper copies, arranged in file cabinets for archiving. Difficulty in finding the required
document from among the physical archives usually led to stagnation in process flow. The
lifespan of these archives were also limited owing to the degradation of ink on paper.
Technology has made storage and archiving of communication much simpler and enhanced
the life of information with the use of databases and cheaper storage media. Even though
using technology for communication offers several benefits, there are several considerations
to be kept in mind for this form of communication to be efficient.

In organizations, where several teams are simultaneously at work, communication must be

deliberately planned to make sure that the different teams work towards the same
organizational goals. For example, a team, which works in a leveraged IT infrastructure
support, where in the team supports various customers, each customer has the requirement of
team’s presence in their respective meetings. Assuming these meetings to be pushed to a
team’s outlook calendar via invites sent to a team email distribution list, it is possible for each
team member to have multiple meeting reminders pop up at a given time slot. So in such a
scenario, if not managed properly, it is quite possible for employees to forget or miss an
important assignment, which could prove detrimental to business. So learning to prioritize
and manage the messages is an import factor for the effectiveness of technology-enabled
communication.

When it comes to various technological tools used in my organization for business

communication, two tools which stand out are:
 Microsoft Lync
 Blue kiwi intranet Forums

Microsoft Lync: Microsoft Lync is a communication platform which is offered as part of

Microsoft Office 365 and is used for online meetings, video conferencing, instant messaging
and presentation sharing. Since Lync integrates with Exchange email and Microsoft Office
applications, it is by far the most critical tool used in the organization, for business
communication. Microsoft Lync supports several platforms and devices, allowing users to
switch from a laptop or PC to phone easily. It provides status indicators, which shows
whether someone is available, busy, or offline, so users can contact them appropriately at the
right time. The status indicators can even be set at “do not disturb” mode, while we are
presenting or sharing screen with an audience, which allows avoiding unnecessary
distractions. But as always, these statuses are user defined and if someone forgets to remove a
busy or “do not disturb” status, it prevents the other users from understanding their
availability and approachability. Since my organisation has enabled recording, we can record
Microsoft Lync conversations or meetings. With the feature of recording, we are able to
capture the audio, video, instant messaging (IM), application sharing, Microsoft PowerPoint
presentations, whiteboards etc. While recording provides with important artefacts, we are also
able to use this feature to capture important knowledge sharing sessions as well. While on
Lync calls, there are certain etiquettes and legal obligations that need to be followed. I terms
of audio, Lync calls are no different from a teleconference call and clarity of speech and use
of voice is important as it is devoid of physical presence. An introduction is a must when
joining a Skype call and when working with colleagues from different countries, it becomes
necessary to ask for permission if one wishes to record the proceedings. With the ease with
which several people can be engaged in a short notice and whiteboard feature it makes the
life of an IT administrator easy when teams several different technologies are required to
resolve an issue. The whiteboard feature allows a coordinator to record each and every
observation, recommendations and remarks shared by various stakeholders during an event,
which will result in better troubleshooting and better Root Cause Analysis.

Blue kiwi: Blue kiwi is an intranet platform used by my organisation to manage the entire
business ecosystem from one single application. Blue kiwi acts as an information hub where
in all major organisational decisions are communicated and it enables a zero email approach.
It streamlines communication and collaboration processes with clients, partners and suppliers
in the most effective and efficient way. It helps employees organize information and
communication by personalizing their activity feed the way they want. It helps in employee
networking by connecting all employees and creates the possibility to interact with top
management directly. It acts as a medium to facilitate employees with mobility, either via
promotions or to different geographical locations after a sufficient duration in a project, by
integrating a tool for mobility. Thus with employees being more informed about their own
growth opportunities, this application helps in employee retention and lower attrition.

Effective communication is a critical factor for achieving success in business, irrespective of

the scale of business. Technology-enabled communication can aid in facilitating faster, easier
and efficient business communication, spanned over different geographical locations and
time zones, provided the users follow certain considerations to avoid distractions. The
distractions, if not managed properly, can cause communication tools designed to make the
workforce productive, to have the opposite result. As in any means of communication,
efficiency of technology based communication is dependent on the extent to which people
prioritize, manage and organize their communication. If used as intended, there is no doubt
that, technology-enabled communications can contribute to more efficient business
communication in an organization.
Question 2.
Answer:

Communications audit is performed in an organisation to assess the effectiveness and

credibility of its current communication Medias such as intranets, websites, blogs and
publications, town halls, face-to-face communication etc. The processes used in conducting a
communication audit are, observations, focus groups, interviews or surveys of employees and
other stakeholders, who helps in improving communication, collaboration and understanding
in an organisation. Communication audit helps reviewing existing communication media in
play and provides a summary of focus groups and interviews. It also provides a report of
employee survey results and recommendations for strengthening communication strategies.
Thus, I completely concur with the statement that, Communications audit is a snapshot of an
organization’s communication strategies, activities and programs. Communication audit in
itself encompasses several different steps and which ensures a successful communications
audit.

Step 1: Identification of key aspects.

The process for communication audit starts with identification of the critical communication
aspects that need to be audited. While auditing internal communications are important, it is
equally important to audit external communications. Some of the aspects which usually lack
as much visibility as mainstream communication media such as business cards, letterheads
and even promotional materials are also required to be audited.
Step 2: Finalizing research method.
Also taken into account for auditing is the online presence of an organization such as
websites and online materials which are used in marketing. Once the areas for audit are
finalised, we should be looking to identify the approach for conducting the research from
various available methods like, one-on-one interviews, focus groups, online or telephonic
surveys, media analysis etc.
Step 3: Collection and scrutiny of past communications.
The next phase in the audit is the collection of the past communication and subjecting them to
an evaluation. The evaluation is conducted by contemplating on how we interacted with the
public on our business and what worked for us as to what didn’t. We need to scrutinize if the
graphical representation actually conveyed what it envisioned. From the responses, we will
also identify which section of the audience were the most critical and also lets us to reflect on
our key messages. We would do self-scrutiny on the media coverage and whether those were
enough or efficient for the growth of business.
Step 4: Understanding customer perceptions.
To truly gauge customer perception, the researchers need to be neutral and unbiased. The
questions should be limited in numbers, asking customers to provide their assessment on the
communications emanating from the organisation, ranging from whether they really represent
what the organisation stands for, to their thoughts on graphics, identity pieces, websites and
online marketing materials.
Step 5: Understanding community’s perceptions.
Another aspect that needs to be understood is the perception of community about the
organisation. Various Corporate Social Responsibility initiatives can definitely influence on
how an organisation is perceived by the community. As with understanding customer
perspectives, the research needs to be conducted by employing a research firm or an objective
person. While the community survey can be formal, the interview can be more on the
informal side.
Step 6: Understanding staff and volunteers.
An organisation’s staffs are their greatest assets. So it becomes important to understand the
effectiveness of internal communications. We need to understand if the internal
documentation met their requirements. We should also capture their responses on what could
be improved. The survey will tell us whether there is an accurate and consistent perception
about the organisation amongst the employees.
Step 7: Analysis of media coverage
There should be a media binder which should be used to archive organisation’s press
coverage, including audio tapes, video tapes and online coverage. The paid ads also need to
be looked upon. Having all the materials organised helps us analyse the frequency and reach
of the media coverage. We also should scrutinise missed opportunities that could have been
used.
Step 8: SWOT Analysis
SWOT Analysis stands for strengths, weaknesses, opportunities and threats analysis. The
SWOT analysis helps us identify ways in which we can cash in on strengths, reduce or stop
weaknesses, maximize opportunities and defend against strengths.
Step 9: Inculcating a thought process similar to a communications consultant:
A communication consultant would know what the future augurs well for an organisation’s
success. When performing a communications audit, it is important for us to don the role of a
communications consultant, by forming a team to analyse the audit results and plan future
strategies of communications.
Step 10: plan and incorporate strategies for future communications:
The whole process of research needs to be used to put in place a new communications plan
for the organisation. If in spite of all the research, devising a plan internally does not fall in
place, we always have the option to engage a professional communications consultant to help
us design and implement the plan.

Communications audit is an integral component of business communication, which helps

demonstrate an organisation’s commitment in improving both its internal and external
communications. It demonstrates the willingness of the organisation to value and respond to
the feedback of various stakeholders. So it is a process which encourages mutual trust, build
positive relationships and create credibility. Audit identifies aspects that are an organisation’s
strengths and helps save money and effort on programs that are not yielding significant
benefits. A successful audit results in delivering practical recommendations for improving
communication in an organisation, which could even change work cultures and credibility.
Question 3.
Answer:

It is said that a person’s outward appearance is the window of his personality to the outside
world. Since first impression is generally formed based on the external appearance, we need
to dress for ourselves as well as others. If we look good, we feel good. For a successful and
rewarding social and professional life, one should know how to conduct ourselves in social
and business gatherings. There are accepted conventional rules of social behaviour that one
has to follow. When in a social gathering, eye contacts, body languages and even proper
handshakes lead to people’s perception about us.

A)

As an elected dignitary of the PTA, invited to deliver the key note speech for teachers day
celebrations in my daughter’s school, I have to give due consideration to personal grooming,
especially my dress and accessories. The school having a legacy of 25 years and the teachers
being vastly experienced, I would like the first impression that they have about me to be a
positive one. This requires me to choose my personal grooming carefully apt for the formal
gathering that the function is.

I am not a big fan of using donning make up and jewellery. But since this is a formal social
gathering as part of the grooming, I would definitely be prepared to my look part in such an
elite gathering. For the preparation, the only trip that I will have to make is to my nearby
salon. I will have my hair trimmed so that it rests above my collar. Coming to facial hair,
since I am clean shaven, I will make sure that my sideburns are trimmed and short. I will
have my nasal hairs timed as well. I will prefer to use a dab of “Davidoff Coolwater”, which
is my preferred brand of perfume which is pleasant with no overpowering aroma and would
use old spice’s anti per spirant to prevent sweating. Since blue is my favourite colour, I would
choose to wear the dark blue cotton Louise Philippe long sleeved formal shirt, to pair with
my grey coloured Van Heusen trousers. I would have the shirt and trouser ironed and have
the sleeves buttoned at the cuffs. I will also make sure that the legs of the trousers do not fold
over the shoes. Since I do not use a tie, I will leave two collar buttons undone. I would
complement this attire with a bulchee leather belt and Ruosh leather shoe, both of which are
brown in colour. The shoes will be well polished and will use socks that are of the same
colour as my trousers. Finally, the watch that I use is Titan’s metal analogue watch and I will
stick with the same, not preferring my fossil leather watch. This completes the preparation
towards grooming and attire.

B)

Since the function is of a formal nature, I will adhere to all requisite etiquettes and body
languages required for such a function. First and foremost, I need to be punctual and reach
sufficiently early to the function so that the rapport building can happen. If I am late or
arrives just in time, it would be counterproductive. The body language also speaks volumes
about us. So, how I carry myself while speaking with the dignitaries is as important as what I
say. I would like to maintain a good posture while standing in front of dignitaries. In order to
achieve a good posture, I will be keeping my back straight with middle section aligning,
shoulders back and heads up. Smiles are important signals of genuineness and generosity.
Since most of the dignitaries are teachers with vast experience and have had a significant role
in the overall development of my child, there should not be a hesitation on my part to smile
genuinely. While getting introduced to or greeting the dignitaries, I will ensure a good
handshake by making sure that my right hand is open and the lower joint of the thumbs meet
the person with whom I am exchanging handshake. The grip would be frim, but not so strong
that it hurts the other person. The handshake will also have to have smooth up-and-down
motion and may want to anticipate when the dignitary wishes to end the shake. Such a
handshake will help me build the rapport that I want to build with the dignitaries. I will also
have to be careful with the amount of eye-contact to be used. If I want to start a conversation,
I will have to think of the interest level of the receiver first. Since the target audience is
mostly academicians, I would have to start with something related to academics or general
topics pertaining to the same.

In life, as in business, etiquette can be a self-rewarding trait which helps build rapport.
“Etiquette” denotes conventional rules of social behaviour. The first impression of any
individual is created by external appearance and even products have to be attractively packed
and marketed. If we wish to gain acceptance in a group, it is obvious that we take utmost care
of our appearance, of which our clothes and grooming are an integral part. In social settings,
as in business, it is important to make right eye contact. Similarly body language can make or
break the deal, when it comes to building rapports, whether it is professional or personal.
How one carries self when engaged in a conversation is as important as what one says. It is
really important that we all cultivate our on signature style, which would leave a lasting
impression on people we interact with, personally or professionally.