External communication.

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External Communication 

External communications are those with people and groups outside the organisation, for example, customers, suppliers and the local community. The effectiveness with which these are carried out can affect the firm’s image and reputation and help or hinder efficiency. It is important therefore that the organisation communicates well with those groups and keeps them informed at all times.

Types of Communication

There are five types of communication:

Written- letters, memoranda, reports, notices

Oral- telephone, face-to-face, meetings

Visual- charts, tables, posters, advertisements

Electronic-facsimile, computer, email, pager

Non-verbal- body language

  • The nature of the information- is it long or short? Is it confidential?
  • The speed with which it needs to be sent- does it need to be there today?
  • Whether it is best in written or oral form- would a telephone call be best?
  • The cost- would the cost be too much?

Written Communication

Written communication uses words, numbers and images. A record is kept of the message and it is possible to reach a large number of people at the same time.

Letters  

A formal method of communication, which is usually external. It is possible to set out detailed instructions, confirm arrangements or pass on information. Letters can also be used internally for such matters as the appointment or dismissal of staff.

Advantages

  • Letters can provide a permanent record for future reference.
  • Accurate clear messages can be sent.

Disadvantages

  • They are slower than other methods, for example, telephone email.
  • They can be less personal.
  • There is no immediate feedback.
  • If a secretary deals with correspondence, then the letter may not even be seen by the receiver.

Memoranda  

Memoranda or memos are usually used internally. They are usefully brief and, as many organisations use computers, they are sent through internal electronic mail systems (e-mail).

Advantages

  • They can provide a permanent record for future reference.
  • They are short and to the point.
  • If sent as e-mails, they can be sent out of work time to await the receiver, for example, from organisations in other countries with time differences.
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Disadvantages

  • There is no immediate feedback.
  • If any e-mails are received, there is a possibility that some are missed and the receiver can suffer from information overload.

Reports

Reports are usually the result of investigation pr research, which is presented to others in the organisation. They are formal and structured and can deal with such things as health and safety, future plans or installation of new computers. The language should be simple and concise. They usually lead to action and help people make decisions.

Advantages

  • Reports can be copied ...

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