Kyle Jones Developing Channels of Communication and Collaboration
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Southern New Hampshire University *
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520
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Jan 9, 2024
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RUNNING HEAD: Developing Channels of Communication and Collaboration
1
Developing Channels of Communication and Collaboration
Kyle Jones
IT-520 Technical Communication
Professor Hamburger
Southern New Hampshire University
February 19, 2023
There is a myriad of communication channels that can be used when communicating with
coworkers and customers. These communication channels can be broken up into a few distinct
categories which all have their own strengths and weaknesses. Understanding when to use a
certain communication channel may be the difference between selling your point and not,
regardless of the message you are trying to communicate. One of the more prevalent direct
communication channels used in the workplace you will be using is the email channel. Emails
are a great choice between formal and non-formal communications in the office space and can be
used to communicate ideas effectively to one or multiple audiences. They also lie between
instant and delayed communications. Some employees can see emails as they come in, some
only check once a day, and some employees may not work in an office environment and do not
have access to company email throughout the day.
Memos are great for reaching a large audience, for example, if you are trying to inform
most of the company about a policy change or a business action that will affect a lot of the
company. Memos can be displayed in high-traffic areas such as break rooms and conference
rooms. Memos are written formally and written out in a standard business internal format that all
memos will follow. They should lay out the purpose, the scope, and the points of contact for the
information being presented. For communications that are meant to be direct and may require a
prompt response, an instant message can be used. There are multiple forms of instant messaging
platforms that can be used in a workplace such as computer-based messaging platforms like
Slack and Microsoft Teams, to text messages on corporate cell phones. Direct and instant
messages can be written in an informal tone and should be kept concise and conversational. This
channel can be used for quick questions, clarifications, and scheduling meetings. Lastly, an in-
person communication channel can be used for when communications are long-winded in nature
and require a dialog to communicate intentions. These in-person channels usually take place as
meetings and presentations. This channel is useful when a presentation is needed to go along
with the communication.
.
To communicate with upper management and inform them of how the product can
benefit the company, an in-person communication channel would be best to use. The team should
set up a PowerPoint presentation to accompany the meeting that details the product uses, its
budget, its market share, and how the product is going to affect the company and its departments.
The speaker should be knowledgeable about the product and should be able to answer any
questions upper management may have or know where to direct specific questions they do not
have answers to. Both the Sales and Marketing team and Technical Support Team should receive
an email for their communication channel. Both of these teams are likely large and all require the
same information. The Sales team should receive an email that details the product’s benefits and
uses along with a few tag lines that the team can use when selling the product. The email should
also include some technical details that customers may wish to know about the product. The
Technical Support teams should receive an email that details the product’s technical
specifications. The support team needs to know exactly how the product is supposed to work,
along with some common failures that the product has in order to build out remediation steps that
the team can follow to help support customers having technical issues with the product. When
communicating with the general company a memo should be used. Memos are great for giving
top-level information to a large audience. The memo should include information about the
product similar to what a customer would get including some top-level information about its
purpose and the benefits of using it, an internal memo should also include motivational
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information on how the product is benefiting the company and how it is helping the company
grow in order to help garner support and excitement from the employees.
The corporate team will hold a twice-weekly meeting to discuss the progress of
developing communication channels for the new product throughout the company. The first order
of business will be drafting the presentation for the upper-level management. This presentation
will be crucial to garnering support and corporate backing for the product before and further
communications are explored for the other teams throughout the company. If at any time a
certain channel is deemed to not be appropriate, a new plan of action will be developed at the
next meeting to develop new communication channels for the teams that need information about
the product.