Background and Area of Focus
The communication practice which occurs inside BOLDFlash is a mixed environment. The practice attempts to motivate and benefit readers. The memos and environment employ pronouns like ours and us, to involve the readers. It is significant because BOLDFlash environment tries to deliver within its communication. However, there are a lot of queries that arise in each communication and each section of BOLDFlash. Each section had individual queries, but it is evident that the entire communication of BOLDFlash needs significant upgrading.
The Internal Business Process Artifacts address the changes within the internal procedures. The artifacts are crucial for the company since it focuses on how things are done. With the internal business process, communication is required to be unambiguous and clear. The memos which are found in the artifacts are unclear. It seems that the memos were not systematized appropriately ( Hargie, 2016) . The memos were supposed to be organized in a problem-solution manner. The memo was supposed to identify the query and present the solution which is not the case in the memos of BOLDFlash. Also, the memo does depict a lack of reader benefits. The memos do not depict how readers would benefit from suggestions or changes made. However, avoiding figurative language would improve the quality of the memo. Also using precise words would help generate a memo which is concise and clear.
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Artifacts on product documentation solely focus on the instruction of customers. This is a crucial area because it is customer materials. Jack Thompson seems to be upset and expresses his anger to the Director of sales ( Swerling, Thorson, & Zerfass, 2014) . When drafting his memo, Thompson attacks R&D instead of expressing his concerns respectfully. In his memo, Thompson does not offer any solution despite knowing that Jack is short of the workforce to solve the problem that the company faces. This negative tone should not be employed in a communication environment. As of product documentation, there are some issues that need to be addressed ( Jensen, 2015) . When communicating with the customer, the company should use the glossary in the technical instruction since the majority of the customers are novice users and it is useful to them. Also, using the acronym and jargon should be avoided when communicating with the customers. Throughout the communication to the customer several acronyms appear without further explanation, this makes it hard for customers to understand what the company offers.
The Technical Service Communication Artifact aims at the communication to elaborate the description of the products. This type of artifact elaborates the composition of the product and its function. Abbreviation and communication jargon should be avoided in this artifacts. In Technical Service Communication Artifact figurative language should be avoided when communicating with other heads of departments. Within the memo authored by Melzer their basic information that is provided. This makes it riskier for products since the information on the product will have to alter later (Pearson, 2017). This kind of communication can also confuse the employees. They would be forced to wait until the final products are attained before the description of the product is made. Putting employees and teams in a position which are not appropriate. For information such as this, it is best to author correctly for the future audiences along with low-tech audiences. Since product may need upgrading or outdated, authoring for the future audiences is the most appropriate.
The area that should be of focus to commence is the product documentation area Within the communication environment; product documentation should be a priority to solve. Even though technical service communication and the internal business process have issues product documentation targets one group that makes the organization proper and that is the customers. Product documentation is the client material. By some means, the products and materials the company to the client and customers. A company is an enterprise which produces services and products whereas a customer is an organization or individual that buys the products or services. Clients and customers are the most significant aspect of business since they help the company generate revenue that sustains the company.
Key Stakeholders
Key stakeholders are crucial when elaborating how to solve the queries that communication environment faces. When communicating with stakeholders, it is important to ensure that they are appealed to ensure that they thoroughly comprehend the market. With our framework, we plot to appeal to the stakeholders so that they would be knowledgeable, informed and comprehend because they are directly affected by each decision that the company makes. The stakeholders within the product documentation included are Chip Bryant who is Director of Sales, Jake Thomson who is the Manager of Technical Support Team, and the clients and customers who pay for the services ( Swerling, Thorson, & Zerfass, 2014) . The people are stakeholders in the area but they are not directly affected by the decision that the company makes for the clients. However, Thompson heads the technical support so he will be affected if the client experienced some glitches. Bryant is the director of sales and will be responsible for selling the services and goods to the clients. Similarly, he would be affected by knowing which is products are provided to the clients. The clients and the customers are parties that the company is appealing to. Communication will affect these stakeholders in different ways. For Tompson and Bryant, the communication effort of the company would permit them to comprehend the information provided to the clients. It will consent for technical support to be more effective in their roles ad communications from clients; this will be concise and clear (Pearson, 2017). Also, it will help the sales department be able to offer an explanation and provide answers to minor questions in regards to the products. Communication will be enhanced immensely for the clients. Documents regarding the products and Installation documentation will be explained clearly and written for this particular audience who are the clients. The communication environment for this area will immensely improve if the company’s correspondence is authored to carter for the audiences.
Established Practices
There are several communication practices which would be beneficial when communicating with key stakeholders. Communication of the stakeholders should be authored for multiple audiences. Since low-tech, high-tech and lay audience readers are included as the stakeholders, revising our correspondence to appeal to key stakeholders in the company will ensure that communication is simple and understandable to all people. Another aim of the communication environment is to attain major aim in technical communications which are consciousness. The company aims to achieve this by simplifying paragraphs sentences and words. It is important to achieve consciousness since it improves readability and saves time. This will assist a heavy person in a company since the information will be digested in the same manner and it will pass efficiently. Another practice that the company should establish for the clients is to provide the installation instructions sequentially. Process for customers should be clear and to enable proper steps to be followed. With the sales team stakeholders and the communication to technical support, I will establish the practice that the organization would follow. The correspondence would be sorted depending on the impotence and by the problem and the answers ( Swerling, Thorson, & Zerfass, 2014) . The practice that the clients would establish is to use the glossary. Glossaries would be included in a detached correspondence in the entire instructions. The glossaries would define the abbreviation and the technical terms. In incidences where technical terms are required, they would be encompassed in the glossary. With the stakeholders, we will provide them with background information so that they are informed and updated about the company. Acronyms and jargons would be avoided especially when responding to the customers. When communicating with the technical and sales teams acronyms and jargons would be used slightly depending on the references and the situations (Pearson, 2017). By establishing this practices, the company would be able to target and build the best communication environment that is attainable. Therefore, the employees would need less time to read communication chains because they would easily obtain the information they require and sort it according to their significance.
Framework for Communication
To improve the communication environment for the stakeholders or the company an outline would be generated so that the Mobile Division management team would refer back to as resources (Pearson, 2017). The ensuing framework is depicted below:
Evaluate and Make Corrections for Communication Plan
Implement a Plan
Establish Potential Partnerships and Resources
Select Communication Channels
Develop Messages
Identify and Profile the Audience
Determine Goal
With the above framework, The Mobile Division management team would be in a position to develop non-technical and technical communication plans and strategies to carry out distinct projects.
In conclusion, product documentation is the most crucial area to target and analyze within the communication environment. Creating some practices like eliminating jargon and acronyms, making communications clear and concise, identifying and writing to the correct audience, making simple revisions and considering key stakeholders will improve the environment of communication. The outline of communication will assist Mobile Division management team when distinct projects are required to be completed
References
Hargie, O. (2016). Skilled interpersonal communication: Research, theory, and practice . Routledge.
Jensen, E. A. (2015). Evaluating impact and quality of experience in the 21st century: Using technology to narrow the gap between science communication research and practice. JCOM: Journal of Science Communication , 14 (3), C05.
Pearson, R. (2017). Business ethics as communication ethics: Public relations practice and the idea of dialogue. In Public relations theory (pp. 111-131). Routledge.
Swerling, J., Thorson, K., & Zerfass, A. (2014). The role and status of communication practice in the USA and Europe. Journal of Communication Management , 18 (1), 2-15.
