Biz-commPulse

Integrated communication (IC), if applied correctly in the business, will help you to build long term relationships with your customers. You can somewhat control how customers feel about your business through unified communication and messaging. I still consider Don Schultz as one of the pioneers of the integrated communications concept. Although theorists are still trying to work out a united definition of what integrated communication entails, the majority of literature on the topic indicates that by controlling all communication the brand of the business is enhanced through a consistent brand image, which could eventually result in better sales. Having loyal customers can only benefit the business through repeated sales. Sounds impossible?  Exactly how can integrated communication be achieved?   ·      The top management must first of all understand integrated communication. Integrated communication can only be achieved when it is implemented ...

Have you received an invitation, especially on LinkedIn to evaluate one of your peers via the 360 evaluation process?  I recently accepted a colleague's invitation to be peer reviewed in this manner and in this post I want to give my honest impression of this evaluation process. But first how does it work?  It is a web-based peer evaluation system where the reviewer has to drag the 18 most positive attributes of the colleague to another box, then those most likely to be associated with the colleague, and then lastly those least likely to be associated with the colleague.  In addition you have to single out attributes needing attention.  You have to drag 18 attributes for each category and are then left with all attributes not dragged over and thus being forced to associate them with the least likely to be associated with the colleague.  The process seems quite fine until you reach the least likely category.  Even if you do not necessarily agree with...

Branding a company is important for distinguishing it clearly from the competitors through planned communication strategies but it also expands to other functional areas in the company, for example, a   reliable customer service   when dealing with customers’ email, written, personal and telephonic enquiries and basically all instances where customers come into contact with the company. A reliable customer service is also applicable to effective brand administration in that customers can benefit by the whole administration process.  As indicated in previous posts, the role of happy employees in this regard is of utmost important.  The happier the employees, the better the customer service will be. But how should it work?  A   brand communication strategy , as part of an internal communication strategy ,   should include strategies how to offer value to the customer in all areas of service delivery, including administration. When a company has ineffi...

Many businesses that used to deny employees access to social media are now increasingly making access available.  It is as if there is a renewed awareness that use of social at the office is not necessarily always a bad thing.   The main reason why businesses did not in the beginning want to give employees access to social media is because of fear of loss of productivity and even misuse of social media.  Why is use of social media at the office a good thing?  I can think of at least the following reasons: Source: Twitter. A more favourable perception of the business by employees is created which in turn could result in even higher productivity. Networking opportunities for employees outside the business are possible which could benefit the business in the long term. Employees are granted the opportunity to build a personal professional brand through various social media. Employees can even assist in building the company brand thr...

Any change management process requires good communication skills as many employees are naturally resistant to change.  If changes in the business are also not congruent with some employees' self-seeking interests, the challenge for managers is even greater.  Employees also have unique personalities and may react to change differently (also read my post why employees might be resistant to change ). Employees need to prepared for the change in the business and all changes need be reinforced.  What role does communication play in the change management process? Source: Soshable.com Before the changes are implemented, the manager first needs to motivate employees to appreciate the need for the change.   Many employees feel too comfortable in the current status quo and need to see how the changes could benefit them in the long term.   The manager could, for example, communicate current problems in the business and explain how the changes would solve the...

Business communication can also enhance a business’ brand, including its products, through what is known as employee branding.  But what exactly is employee branding? Employee branding refers to employees’ behaviour that shapes the identity of the brand.  The employee basically projects the brand by acting in specific way when dealing with current or potential customers. This can be through good customer service and other work behaviour that creates a specific perception of the business in the minds of customers. Effective business communication can play a role in employee branding because employees are empowered through how motivated they feel, how they understand their different roles in the business and if they completely understand the mission and vision of the business. If the business is committed to being a learning organization, employees even take ownership of their roles and tasks in the business. A learning organization generally provides more opportuniti...