Writing:
- Letter
- Memorandum
- Quotes
- Catalogues
- Adverts
- Notices
Information technology:
- Intranet
- E-mail (internal/external)
- Websites
- Fax
- Teleconferencing
Internal Communication
Internal communication is used within a business to communicate between different departments.
External Communication
This form of communication is used so that people within a business can communicate with people outside of the business such as suppliers, customers and the public.
The different ways of communicating are:
Telephones, pagers, meetings ect...
Memos, letters, financial documents, advertisements, notices ect...
Personal computers / electronic mail and fax machines ect...
Communication Flow
Communication is used to get the message across. People working in different functional areas of a business have to communicate with each other as well as with people outside the business such as customers and suppliers. So all Businesses need to communicate on a very regular basis. Communication in a business can flow in these different ways:
- In and out of the business
Between customers and suppliers
Between the different levels of authority
Between departments or functions
Business communication
A good business must have clear and fast communication to achieve its aims and objectives. This is done in two ways:
Between departments, levels of authority
Dealing with customers, suppliers and the public
To communicate efficiently with internal and external sources there are many methods of communication each depends on the factors of the person’s involved/business, its location and facilities.
Word of mouth:
- Meetings
- Conversation
- Formal interview
- Telephone
- Answering a customer inquiry
- Leaving a message
Writing:
- Letter
- Memorandum
- Quotes
- Catalogues
- Adverts
- Notices
Information technology:
- Internet
- E-mail (internal/external)
- Websites
- Fax
- Teleconferencing
All communication in any form is either incoming or outgoing. Incoming communication, which is all types of communication either externally or internally going to the business or their internal departments include inquiries, orders, complaints, information and messages. All outgoing communication, Information and messages for external uses from the business include letters, quotes, catalogues, adverts, and telltales.
Business have three different department structures each with a different type of internal communication these three structures are hierarchy, matrix or flat structure.
Hierarchy structure:
Is where there is a distinct level of authority ranging from ‘managing director, directors, managers etc.) With the managing director with the most authority and say over the rest of the company. An example of a hierarchy structure is the army where there is a chain of command. Internal information has to travel down many levels of authority before it reaches its destination; this information may be lost or damaged on its way.
Flat structure:
Is similar to a hierarchy structure but where several levels of authority this increases the efficiency of internal communication by having fewer levels for information to travel through reducing the amount of information lost or confused.
Matrix structure:
A matrix structure is where all the business departments interact and cooperate without levels of authority such as the managing director that is in the flat/hierarchy structure. A matrix structure business works best in a small company because communication is more effective. All the departments communicate with each other giving one of the most effective communications between departments.
Good business communication, external and internal can benefit the business to achieve there aims and objectives by having all departments working together so that they can achieve the most efficient ways to sell and market there product and/or service. If every department is in communication with every other department there is a better chance they can work together achieving their goals as whole rather than individual departments. Also good external communication is need so that there customers needs can be meet and their product/service.
Internal communication in WHSmiths
WHSmiths is a multinational public limited company, which has a hierarchy business setup. Their internal communications methods include:
- Internal e-mail
- Intranet
- Department meetings
- Memos and reminders (can be sent through internal e-mail)
- Telephone conversation
- Faxes
- Letters (and other written based communication methods, invoices etc.)
- Complaints and problems (both for employees and customers)
Iformation that benefits the whole company is sent via internal e-mail. They also have a intranet which can be viewed by employees to keep them informed about announcements and changes in the company.
WHSmiths system is good because it is split into a wide range of departments concentrating on their won tasks and doing them to their best ability. This way tasks are achieved much more efficiently and tidily. Another of their strengths is they concentrate a lot on customer service. You can see this by how there departments are structured and they way they responded to the interview.
Their only reel weaknesses are that logs must be kept for each individual department so you create a lot more paperwork and that they could end up concentrating on customer service too much and ignore other departments that need extra money or have fallen into a state of decline.
