Case Study about Telecommunication And Content Management Of Boldflash

Question: Discuss about the Telecommunication for Study of Boldflash? Answer: Introduction The study of the report will shed immense light on the various divisions of telecommunication and content management. The technology and science of communication over a distance is defined as Telecommunication. One of the major focuses that drives human innovation is the ability to convey information efficiently, quickly and accurately (Shoretel.in, 2015). Communication remains a chief element for success and survival from prehistoric man with their signal fires to the smart phone welding high powered executives in the modern era. The telecommunication history illustrates this immeasurable push for the advancement as it parallels human growth, becoming more efficient and widespread as the improvement of recent civilization unfolds. The report, which contains three different sections, will enable the reader to gain gigantic knowledge regarding the use and need of telecommunication in various sectors (Burnett, 2011). However, the report is based on the firm Bold flash, which is a sma rt phone manufacturer division and is renamed recently (Hbs.edu, 2012).Moreover, the communication environment of Bold flash, along with the various areas of concern of the company has been discussed within the report at the desired section as per the need and requirement of the study. Milestone One Body of report Background and area of focus Almost two decades have passed during which various technical communicators have turned to Bold flash, to answer and ask questions regarding the ever changing world of technical communication. The firm bold flash mainly deals with the field of mobile communication and manufactuirng. These makes the management of the firm highly cautioned regarding the section of communication. Bold flash needs to keep them updated in the field of communication as most of the dealings of the firm are based on telecommunication with their clients. However, the detailed study of the companys history and method of communication shows that the firm is quiet up to date in the division of technical service communication (Lannon Lannon, 2010). Hence, any sort of modification is not needed in this section. Identically, the division of product documentation of Bold flash is updated as well. The product documentation is the process, which highlights the various technical manuals as well as online information of the particular product. Boldflash have quiet successfully dealt with this division in the recent past, which have also brought various successes to the doorway of the company. Alternatively, the major problem of Boldflash lies in the division of the internal business process, which has also made the firm suffered from various marketing and financial issues. Therefore, it can be said that the firm is facing immense problem in the division of the internal business process, which comprises of various pivotal elements of a business process. This element consists of identification of customer needs, innovation, operations and evaluation of the satisfaction of the customer needs (Lay, 2009). Hence, it can be stated that any sort of problem in these section can make bold flash suffer to a huge extent. The report will therefore focus in the area of the internal business process of bold flash, in order to extract the various loopholes form the process. These loopholes can disguisedly make the firm handicapped and hence fixing these problems are of utmost importance. The most important reason for fixing the section of internal business process of the firm bold flash is to meet the customer needs and customer satisfaction of the firm. These two components are the ultimate divisions of the internal business process, and Boldflash should keep these sections up to the mark in order to stay alive in the densely competitive market (Markel, 2011). Therefore, it can be argued that fixing this section immediately is of utmost importance. The ideal internal business process is represented below in the form of diagram, which will help the reader understand the ideal process with ease. Figure 1: Internal business process model (Source: Created by author) Key Stakeholders The organizations, groups, or individuals that are affected by the various activities of the business are known to be the stakeholders of the firm. Hence, in this case the stakeholders are the various individuals and groups of people who are affected by the internal business process. The identification of these people can be done in a group wise manner, which is given below: Identification of the customer need In this section the stakeholders are the various sales and marketing employees of bold flash, as they are majorly linked with the identification of the various needs of the customers. Design and Develop The designing section includes the division of production and designing of the firm, and hence the various employees of this section are the stakeholders. Make and Market Once, again the sales team of bold flash becomes the stakeholders in this division, but the customers as well as the suppliers of the firm can also be referred as the stakeholders. Service The customer care executives plays the major role in this division and hence they can be titled as the major stakeholders as well. Therefore, the evaluation of each of the above section shows that the employee, suppliers and the customers can be identified as the major stakeholders in the internal business process (Pain, 2012). The planning and communication pattern with these stakeholders in the internal business process should be started from the very basic sections. The planning should be done in such a manner so that each of the department gets involved in the whole planning process. This will make the employees of these departments educate regarding the elements needed for the planning process. The planning process should also include certain jobs, which should engage every employee of all the departments. This will provide them with a practical experience of the whole planning process and they will be able to identify the various pivotal elements of the process (Hutton, 2010). The communication between these stakeholders is of utmost importance, and hence, the communication process will be built with intense care. All the sections will have clear communication system with each other, which will enable the employees of the firm to communicate with each other, whenever needed. Hence, various updated technologies will be used in order to make the communication between the employees smooth and undisturbed. The communication process will start from the department, which is responsible for the identifying the customer needs and will end up at the department, which is responsible for evaluating the customer satisfaction. The flow of communication will be in a systematic manner as per the Internal Business process model. Established Practices The chief stakeholders that are involved within the whole process should be having communication within themselves (Book, 2010). Moreover, the sales team of the firm should be having fluent and undisturbed communication with the customers. This is of utmost importance as the generation of the sales revenue is massively important for bold flash. Therefore, it can be stated that the establishing of communication practices with the stakeholders is of utmost importance which can be done by establishing the below stated practices. Marketing team The marketing team of the firm should report to the higher department regarding the sales of each day. This should be done in technical manner, which will save time and will be less hectic as well. All the individuals of the team after the completion of the days work should make a report that will contain information regarding the whole days work. This report should be sent to the higher authorities and the administration department (Goodwin Vidgen, 2012). Implementation of this practice can make a smooth communication with the sales team. Production department The production department should be responsible for communicating their exact needs of raw materials, products produced and exact amount of work in progress. This will help the management of the firm to deliver the exact need of raw materials to the production department. Hence, a practice should be established, which will make the production department sent report on a three-day interval regarding all the mentioned section. Customer relation management (CRM) The CRM of Bold Flash should make a detailed report regarding the problem of each of the consumers. This report should be sent to the higher authorities and to the technology development team (Han, 2011). This will enable the technology team of the firm understand the exact needs of the CRM to communicate in a better manner with the customers of the firm. Feedback Implementation of taking feedback from the consumers of the firm will enable the firm to link and communicate directly with the customers of the firm. The consumers at the same time will also be enabling to gist up their views regarding the firm and its service (Wisdom, 2011). This can be done in a technological manner by creating a section of feedback in the website of the company. Framework for communication The communication between the technology team and the stakeholders of the internal business process should not face any sort of problem, as that can have various adverse effects on the business of the company. The technical communication strategies that can be implemented in order to build the continued communication between the technology team and the stakeholders are stated below: The marketing teams after sending the verbal report should make a detailed report using Microsoft excel. This report should contain all the various desired information regarding the work done. The team before leaving for the day must send this report through e- mail to the higher authorities (Holland, 2009). The production department should send the Cost sheet, via e mail to the higher authorities, which will enable the administration department to evaluate the exact need of the raw materials. The CRM department of the company should send the list of the customers that are not satisfied, by e mail to the higher authorities (Hirschfeld, 2011). Figure 2: Technical communication strategies (Source: Created by author) The non - technical communication strategies that can be implemented in order to build the continued communication between the technology team and the stakeholders are stated below: The marketing team should provide a hard copy of report, which will provide strong and perpetual communication. The innovation team should maintain a hard copy of the materials used and materials needed by them for the next three days. This report should be sent to the administration department in order to neglect any kind of scarcity of resources (Mitchell, 2011). The CRM department of the firm should provide details of the unsatisfied consumer, along with their full name, address and the problem in a hard cop format. Figure 3: Figure 3: Non -Technical communication strategies (Source: Created by author) Milestone 2 Tanning Plan: Communication The communication strategy has been built up in such a manner so that the new technical writers can understand their exact role in the company (Kleinecke, 2013). The writers at the same time also need to understand the working procedure of the firm. Hence, all this elements can only be satisfied by implementing a strong and stable communication strategy. The communication strategy that will be incorporated in the focused internal business process model has been stated below: Figure 3: Communication Strategy (Source: Created by author) The shown communication strategy will be of massive help for the new technical writers, as they will get a detailed view of what they need to do and achieve. The strategy will take them through the various stages such as reflection and learning, analyzing, and gathering information etc, which will help them immensely to growth in a high rate. Training Plan: Collaboration The collaboration strategies will help the new technical writers to understand the flow of the internal business process (Nels Haayelbarth, 2011). Therefore, it is of utmost importance that the stakeholder of the internal business process collaborates with the new technical writers. The collaborative strategies will play a huge role of significance in order to make the whole process successful. The diagrammatic view of the strategy has been presented below: This process will be appropriate for the new writers, as they will get a chance to communicate with the stakeholders of the internal business process in a verbal manner after collaboration (Fear, 2010). This process will also help the writers and the stakeholders to build up an understanding among them. Therefore, it can be stated that the collaboration process can implant a huge positive effect on the overall procedure. Tanning Plan: Vehicle The training vehicles refer to the various types of communication methods and instruments that are needed in order to establish a smooth process of training. The vehicles are selected as per the need of the training and to share the complete training procedure with the stakeholders and the trainees. The training vehicle will majorly consist of the meetings and the providing of the research samples. The subject matter of the entire internal business process will be highlighted with intense care to the new trainees and the stakeholders (excepting the customers) in the meetings sessions (Gurak Lay, 2009). Hence, it can be said that the vehicles selected can have huge significance on the new trainees, as they will gain a detailed idea regarding the whole process. Specific Guidelines The chief steps of the framework are the various technical and non technical communication tools that have been used in order to clear up the communication process. The guidelines in the technical process majorly consist of the e- mail conversations and sending of the desired information files. The new technical writers will be trained in a well constructive manner, which will majorly consist of meetings where they will be provided with various research materials (Hopkinson, 2014). Along with all these the writers will be provided with a detailed plan of the new internal business process, which will clear up their views regarding their exact role. Milestone 3 Selecting the methods of collaboration and communication that best fits the internal business process section and implementing the same within the new technical communication team The methods of collaboration and communication includes arranging meetings between the new technical team and the stakeholders of the companies to assess the internal business process of the company as the stakeholders are solely responsible for the internal business operations. Effective communication with the stakeholders will help the new technical team to get overall insights of their roles and responsibilities within the internal business process of the company (Feliciello, 2013). Additionally, the new technical communication will also be motivated and influenced by the stakeholders regarding the business process and their responsibilities. The communication will also enable the opportunities for the stakeholders to demonstrate clearly the usual requirements of the customers and the performance that they are expecting from those new recruitments (Gingell, 2009). Determining the target audience of the communication and the various dispositional characteristics and technical needs The personality traits such as dispositional characteristics, experience and technical needs of the different target audiences such as sales, marketing, operational, production, CRM are also different (Wilcox, 2012). In most of cases, the sales personnel are not highly educated but they are expected to have more field experience, knowledge of customers requirements and power to demonstrate the services effectively. Whereas, the marketing personnel are highly educated and their responsibilities include viewing the market, economy and customers from an analytical point of view, where the experience has a major role to play (Harwell, 2010). The production teams are mainly consisted with fewer highly educated personnel such as engineers and with a major portion or labors that are technically expert but not highly educated. Operational teams include a fair mix of both experienced and educated employees. Determining of the intended message that needs to be delivered and the evaluation of the reason of importance of this message to the target audience The message that has a huge significance and needs to be developed is the significance of communication. The adaption of the effective methods of communication is of massive importance as well. The reason that these messages are of huge significance is that the stakeholders and the writers needs to understand the massive importance of communication (Toker, 2012). This will help both the stakeholders as well as the writers to communicate with each other in a regular and formal manner. Hence, it can be said that the target audience of the process should adopt all the various methods and strategies of communication that has been explained, which will lead to a undisturbed communication within the whole system. Determining the success of the technical communication in delivering the intended message The success of the technical communication in delivering the intended message can be evaluated by monitoring the success of the communication strategies (Pykalainen, 2012). This strategies will work in a positive manner and will be successful in building up a strong communication between the writers, technical teams and the stakeholders of the process. This can be said as the various departments are bond to report and communicate through e mail as well as manual communication. This will remain all the departments updated regarding what is going on in the other divisions of the firm. Identifying the key steps of the framework The framework of the whole process is built in such manner so that all the departments involved in the process are benefited (Sturdy, 2009). The key steps of the framework are the elements and the processes that are used in the communication strategy. The guidelines are quite simple and clear as it states that the detailed study of the provided literature should ease the understanding of the whole process. Exemplifying of training The exemplifying of the training can be highlighted by evaluating the previous communication system of the firm. The previous system had a huge communication gap within all the departments and the stakeholders, which will be omitted easily by the new strategy. Moreover, the needs of the target audience will be meet successfully as communication will erase all types of gaps (Schumacher N.C, 2014). The mailing and reporting section of the communication practice that has been established will help the process to get established within a small span of time. Explanation of the adoption process of the communication practice and specifying the reasons for the made changes The first and foremost job was to identify the various loopholes, without which it was impossible to build an effective new process. The new process was then adopted, which has the main motto to resolve the communication gap within the department and modify the internal business process. The study also showed that the previous process had various communication gaps and the internal business process was backdated (Lay, 2009). This is the main reason for implementing various modified communication practice and developing the internal business process as well. Recommendation The firm was in need of a well-constructed and effective internal business process. The management of the firm needs to implement the modified business process at its earliest. Moreover, bold flash in order to resolve the communication gap should also implement the various communication strategies that are highlighted within the study. Conclusion The study brings us to the conclusion that internal business process and communication method with the stakeholders of a firm are of utmost importance and hence should not be neglected by any firm within the industry. The training process had a huge significance on the new joiners. This is because the quality of training will determine the amount of productivity that the new comers will give the firm in the near future. The study also concludes that the most important reason for fixing the section of internal business process of the firm bold flash is to meet the customer needs and customer satisfaction of the firm. The marketing team, production department, Customer relation management (CRM) and taking feedback from the consumers has a huge role of significance throughout the process. Reference List Books Burnett, R. (2011). Technical communication. Belmont, Calif.: Wadsworth Pub. Co Fear, D. (2010). Technical communication. Glenview, Ill.: Scott, Foresman Gurak, L., Lay, M. (2009). Research in technical communication. Westport, CT: Praeger Harwell, G. (2010). Technical communication. New York: Macmillan Hopkinson, H. (2014). Technical communication. Sydney: McGraw-Hill. Lannon, J., Lannon, J. (2010). Technical communication. New York: Longman Lay, M. (2009). Technical communication. Boston: Irwin/McGraw-Hill Markel, M. (2011). Technical communication Wilcox, S. (2012). Technical communication. Scranton: International Textbook Co. Journals Book, V. (2010). Categories, and Technical Communications. Journal Of Technical Writing And Communication, 9(4), 1-1. Hutton, V. (2010). Technical Communications. Journal Of Tele Communication, 9(4), 1-1. Feliciello, M. (2013). Target audience. BMJ, 327(7412), 448-b-448. Gingell, D. (2009). Content management. Information Professional, 3(5), 22-23. Goodwin, S., Vidgen, R. (2012). Content management. Computing Control Journal, 13(2), 66-70. Han, Y. (2011). Digital content management: the search for a content management system. Library Hi Tech, 22(4), 355-365. Hirschfeld, L. (2011). Art in Cunaland: Ideology and Cultural Adaption. Man, 12(1), 104. Holland, R. (2009). Tele Communication. Target, 18(2), 229-259. Wisdom, N. (2011). Target Audience. BIOPHILIA, 1(3), 3_2-3_2. Kleinecke, I. (2013). Adaption Revisited. Screen, 44(4), 476-480. doi:10.1093/screen/44.4.476-a Mitchell, J. (2011). Technical Writing and Applied Communications. Journal Of Technical Writing And Communication, 1(1), 1-1. Nels, C., Haayelbarth, S (2011). Adaption. Suchttherapie, 12(S 01). Pain, E. (2012). Content Collection: Lab Management. Science. Pykalainen, T. (2012). Adaption of Linux SSL servers across cultures. First Monday, 13(12). Schumacher, R., N.C., C. (2014). Timely content. (Springhouse), 35(7), 6. Sturdy, D. (2009). Enterprise Content Management. LIM, 7(03). Toker, L. (2012). Target Audience, Hurdle Audience, and the General Reader:, 26(2), 281-303. Websites Shoretel.in,.(2015).The History of Telecommunication | ShoreTel. Retrieved 6 June 2015, from https://www.shoretel.in/history-telecommunication?__utma=120824778.2135036356.1433561361.1433561361.1433561361.1__utmb=120824778.1.10.1433561361__utmc=120824778__utmx=-__utmz=120824778.1433561361.1.1.utmcsr=google|utmccn=(organic)|utmcmd=organic|utmctr=(not%20provided)__utmv=-__utmk=98535071primaryDomainHbs.edu, (2012). BoldFlash: Cross-Functional Challenges in the Mobile Division. [online] Available at: https://www.hbs.edu/faculty/Pages/item.aspx?num=42811 [Accessed 8 Jun. 2015].