Managing Communication Knowledge and Information

Managing Communication Knowledge and Information

Introduction

With changes in technology worldwide, communication, knowledge and information are the becoming a major component for consideration by managers. There is a need to have to systems that help decision makers in managing this important element of a business. The fact that AppiTaxi an emerging business that depends on technology, communication, information and knowledge management should be embraced by the policy makers of the firm. Effective and correct decision making forms a leeway for success for businesses. For an organization to make accurate decisions, there is a need to acquire all information relative to the firm, where the decision makers base their decision. The element of embracing evidence based decisions is very significant for success (Sathya & Bhagaban, 2009).

The management is required to consult different experts in the field to make accurate decisions. There are different techniques that management use to achieve better and clearly analyzed decisions. Firm therefore, depend on a communication process between different stakeholders to come up with facts for decision making. Engaging stakeholders has the benefit creating partnerships, and promoting constructive dialogue between the two parties. To achieve business success, planning a strategic approach is advocated. Further, involving stakeholders helps in conflict resolution because the needs of the different parties are easily tabled. There is a platform to develop a shared vision and coming up with innovative solutions to the needs of the parties involved (Hayes & Walsham, 2003).

  1. Discussing the range of decisions that need to be made at AppiTaxi

At AppiTaxi there arethree categories of significant decisions that need to be made for business success. The decision are strategic, tactical, and operational decisions. The strategic decisions affect the long-term plans of AppiTaxi because they involve the overall strategy that drives AppiTaxi business. Thetacticaldecisionsof AppiTaxi concern the mid-term decisions that are important in outlining ways for implementing the long-term strategy. The operational decisions by AppiTaxi involve making decisions that drive the day to day activities at AppiTaxi.

Given that AppiTaxi has the plan of expanding internationally, the following are the decisions that need to be made. One, merging with other firms that run apps in the taxi business in the potential countries or not. There is a need for AppiTaxi management to consider whether by merging the business will be more lucrative or not. Also, they should consider whether if by merging the people will accept the offer more easily or not. Other studies show that business models that consider merging with home companies easily create a good customer relation from the countries because of the good will by the locals. Such a decision forms the long-term strategy of the AppiTaxi business (Juan, 2006).

Another decision that need to be made by AppiTaxi management is whether to recruit more staff or not. The fact that AppiTaxi intends to expand its business offers a challenge on the number of personnel that offer service to the clients. The management needs to consider whether to hire more taxi drivers or not so as to serve the customers in the new countries. The management of AppiTaxi can also consider transferring some of its experienced drivers to the new nations so as to offer the same quality of taxi service as it offers in the home country or not. Another decision in relation to hiring more personnel is that to do with the number of personnel to hire. The management of AppiTaxi can use different approaches in estimating the number of employees. The management can employ the optimal number of employees or decide to wait and see how the business progresses. The management of AppiTaxi can also consider whether to recruit the new staff on casual of permanent basis. The decision can be based on the needs of the company and its long-term strategy.

AppiTaxi management can also make a decision on what taxi cabs companies to enter into a contract with so as to offer cabs for the customers. The hiring of the cab firms can be on daily or permanent basis basing on the preferences of the management. Another decision on the cab firms is whether to pay then on commission or of fixed terms. The consideration of these decisions are important in the expansion opportunity for AppiTaxi. The following is representation of the range of decisions and the affected parties.

  1. Examining the information and knowledge needed to ensure effective decision making at AppiTaxi.

The information and knowledge needed for decision making for AppiTaxi decision making come from two major sources. Internal and external sources.

Internal sources

One, the administrative information on personnel information and the communication within the firm. Two, sale information which helps in determining how the business is performing and whether the potential expansion is viable. Third, the purchases information which relates to how many people have purchased the app (Hayes & Walsham, 2003).

External sources

One, government information which relate to terms and conditions of operation in the different countries. The management of AppiTaxi can be informed whether there are legal restrictions in the different countries. Two, database and research information provided by different experts in the field. The information on business performance and consumer needs can be important in ensuring the success of AppiTaxi in diaspora. Three, commercially provided information and knowledge that come from different companies on the taxi business.

1.3 assessing the internal and external sources of information and understanding at AppiTaxi.

Internal information

The information is significant on decision making concerning the number of employees to hire. Basing on the past figure, the management can decide whether the firm has adequate personnel or more need to be recruited. If the sales information indicate increasing sales, then the management can conclude that the need for the service is on the rise, therefore, the expansion efforts. The sales information also offers a comparative platform where the costs involved can be compared against the sales. If the number of purchases are rising the management can be confident that the number of people using the app is increasing and therefore a need to expand into different countries. The information can also be uses as a control aspect where the costs involved in the development of the app can be compared by the number of purchases for decision making (Davenport, 2000).

External information.

            Government information is very vital because this is the governing body that oversee the different businesses. Knowing areas where the government has put restrictions can the firm huge amounts of costs by avoiding the given areas. The information can be utilized by AppiTaxi managers in making correct decisions.  The knowledge forms the basis for decision making by information managers on the trends and facts in the taxi business. Understanding government policies concerning the operation of taxi business can help the management of AppiTaxi avoid frictions with the government that might negatively impact on the business. The fact that the business is dependent on mobile phones, figures from different research firms on phone ownership in the countries form significant information for strategy formulation. Information on the number of taxi firms is also important for the decisions concerning the number of firms to hire in to supply cabs (Sandra, 2009).

  1. Justifying recommendations for improvement.

Internal information is an important sources of informationfor AppiTaxi management because it helps in making decisions that are internal to the firm. Information such as number of employees to recruit and business performance in the past come from within. By looking at these figures the management is able to predict how the business will perform in the future (Davenport, 2000).

The external information such as from the government, the customers and public sources help the firm to make correct decisions. Receiving customer complains, can help AppiTaxi adjust in the areas of weakness so as to meet the needs of the customers. The external information offers AppiTaxi clues on how to offer better services to the customers by analyzing the prevailing conditions in the market.  The government information is vital in long-term strategies because all the decisions made by other players are dependent on the government regulations. The idea of venture into foreign countries can only be successful in the governments of the given states have policies which affect foreign investors (Juan, 2006).

2.1 identifying stakeholders for decision making process for expansion at AppiTaxi.

Governments.

Given that AppiTaxi aims at expanding into different nations, the governments in this nations affect the decision making. The management of AppiTaxi has to put into consideration the government requirements in this nations before making any decisions. Government policies such as tax policies, security policies, mobile phone usage, and business hours affect the decisions that the management of AppiTaxi can make (Davenport, 2000).

Customers.

They are the target of the business because they are the final users of the products created by the business.  AppiTaxi need to consider the needs of the different customers and customize the product according to the needs of the consumers. Identification of the approximate number of customers likely to use the app services is vital in helping the management of AppiTaxi in hiring the optimal number of employees (Hayes & Walsham, 2003).

Taxi owners

The approach of AppiTaxi is to connect customers to the cab owners. For AppiTaxi to succeed the taxi owners need to corporate and deliver taxi services to the customers when needed. The compensations that the taxi owners require from the management of AppiTaxi affects the manner in which decisions are made. The management of AppiTaxi needs to put into consideration the different need so of the cab owners so as to create a conducive business relation.

The society

The fact the AppiTaxi operates in a society with values and principles, the management need to put an allowance for the incorporating the needs of the society. Participation in corporate social responsibility is one of the policy that AppiTaxi management need to include in its operations so as to create a better business relation with the society.

2.2 making contact with the stakeholders to develop business relationships.

Making contact with the stakeholders of AppiTaxi is all about enhancing the business relation with them. The elements that can ensure a good business relationship are leadership, communication, and staff. The leadership of AppiTaxi should consider the needs of the stakeholder. The staff of AppiTaxi should serve the people with credibility, consistency, and keep shaping the objectives of AppiTaxi. The communication of objectives of the AppiTaxi to the people should allow for feedback (Sandra, 2009).

Power and interest grid

  1. Keep satisfied

The customers are the one who fall in the category. They are the main attention of AppiTaxi because the success of the app business depends on their reception.

  1. Manage closely

The taxi owners fall in this category because the success of the AppiTaxi business depends on their corporation. Management should be aware of their corporation and willingness to respond when signaled The AppiTaxi app need to keep track of the drivers in the conduction of the business.

  1. Monitor

The government falls in this category because their conditions are predetermined. Adjustments can only be made when there are changes

  1. Keep informed

The customers and taxi owners fall in this category because the app make efforts to inform then on changes and any necessary information concerning the service (Davenport, 2000).

2.3. How to involve the stakeholders in decision making in an appropriate way.

Regular meetings

The concerned stakeholders should have different meeting to discuss on the issues that relate to the business. The concerns of different players can be identified during such meetings and creative solutions found. The views raised in such meetings can help in decision making in the future. The use of informal meetings should be adopted so as to create a relaxed environment for discussing issues of mutual interest (Hayes & Walsham, 2003).

Using surveys and questionnaires

They should be drafted basing on the specific issues at AppiTaxi. They should then be directed to the locals who depend on the app services to have their views.

2.4 designing strategies for improving stakeholder participation

Prioritizing the stakeholders

The slogan of AppiTaxi should be the customer is number one. All efforts should be made to ensure service is delivered to the customer using all possible means and in the required manner. The needs of the customers should be responded to immediately without delay. On giving the customers such a priority, the feedback about the service is likely to improve. The feedback can then be used in making significant decisions to further provide better service.

Building strong relations

The management of AppiTaxi should put in place mechanisms that encourage frequent communication with the stakeholders to inform them on the different developments. Integrity, delivery, efficiency, and confidentiality should a virtue of the staff in dealing with the customers (Sandra, 2009).

Needs identification

The management should conduct regular meetings with the customers to identify their needs. Given the app service is online based, the needs and preferences of the customers can easily be collected using the different available channels. The government regulations should also be considered and guidance sort on unclear elements.

3.1 Existing process of communication in AppiTaxi.

In today’s world survival of AppiTaxi depends on communication between management and employees. When the means of communication is not proper the structure of organization can easily collapse. At AppiTaxi, communication structure involves a series of paths through which the messages flow. The types of communication structure at AppiTaxi. There is Formal and Informal communication. These structures facilitate communication between employees at AppiTaxi. Further categories in a formal communication process at AppiTaxi are:

  1. Downward Communication,
  2. Upward Communication, and
  3. Lateral Communication.

Upward communication at AppiTaxi is the flow of messages from junior to senior staff – from front line managers to decision makers of organization. Downward communication is the flow of messages from senior level management with junior level management. For example, CEO sends a message to head of accounts department. At AppiTaxi Lateral Communication is where there is communication between peers. For example, Marketing Department head transfers Performance Report Accounting department head (Davenport, 2000).

There is information communication at AppiTaxi where the people communicate freely without the use of strict communication channels. The employees chat with each other on issues at AppiTaxi that affect how the conduct their duties. The fact that the communication is open, the flow of information is very fast. The shortcoming of this method is that it can create misunderstandings (Sandra, 2009).

3.2 ways of improving appropriateness in communication at AppiTaxi

To effectively communicate at AppiTaxi several methods need to be adopted at the respective level (Sandra, 2009).

Using Multiple Channels of communication.

Using one medium of communication at AppiTaxi cannot be reliable because of the shortcomings of the methods. Management need to combine several methods so as they act as backups for each other in case of failure. A combination of several methods ensures that the customer receives the message in its original format without changes (Hayes & Walsham, 2003).

Repeating the important messages

Information concerning the driver location is an important message for the customers of AppiTaxi. To ensure that the customers get quality they deserve, the management of AppiTaxi need to repeatedly inform them about the availability of cabs for making a choice. Also, information to do with prices, routes, time, and type of cab available should be repeatedly communicated to the customers (Davenport, 2000).

3.3 Implementing improvements to ensure greater integration of systems of communication in AppiTaxi.

One, adapting the use of face to face between people in AppiTaxi. These multiple effective channels include meetings, face-to-face talks, e-mail, faxes, telephone conversations, bulletins, postings, and memos.  The way is adopted to make sure you always use multiple methods to communicate your message, and remove your tension with 100% efficiency guaranty.

Two, acting of feedback from the customers. The failure of Uber to act on consumer needs have place it in the bad situation that AppiTaxi must avoid. Identification and confirmation of the taxi drivers should be encouraged by the customer before boarding the respective cab (Davenport, 2000).

3.4 personal plan to improve own communication skills

Focus on Listening

Listening is a major element in one to one communication. Without proper listening of thee message neither can I interpret the message nor give feedback. To become an effective communicator I need to listen keenly to what other people say before making my point (Sandra, 2009).

Conducting adequate research

By collecting the right information for a given audience. Having the required information can help in being coherent and convey the message in a comprehensive manner.  Further, being informed about the subject adds to the confidence of passing across the message (Hayes & Walsham, 2003).

Using modern technologies

Using of new technologies like multimedia, email, video conferencing etc. are important ways of conveying message.

Handling Communication Problems

Last but not the least in order to make communication effective at large level I must quickly overcome problems that come across during communication and make communication effective and useful for an organization (Sandra, 2009).

  • existing approaches to the collection, formatting, storage and dissemination of information and knowledge

Observation

It is a technique for collecting first-hand information which avoids bias. The accuracy of the method depends on the observer and it is affected by the bias of the responder.

Experimentation

Information required about a given element is obtained by use of a control variable. The manner in which the experiment is designed determines the quality of the information obtained.

Survey

It is a one-time study covering the elements of interest in a given population. It covers all the elements in the population. It consists filing some specific information on a questionnaire. The quality of the information collected depends on the quality of the questionnaire used (Robert & Jennings, 2005).

Subjective estimation

It is an approach where the expert selects given elements to be studied. The quality of the data depends on the level of experience of the expert in the field.

Transaction processing

The data required is available but it is required to be processed in order to be used in a given analysis. The data may also be integrated into different formats for it to be useful

Purchased from outside

Data is available on paying the purchase fee. The data is always biased and expensive depending on the source. Data on a specific subject of study such as technology and market studies are examples.

Government agencies data

They are publications on different institutions of the government. The information is readily available but may not be used directly because of the unknown collection details.

After the information is collected it can stored using different technological gadgets. The use of the computer backup has been the major platform for storing information. To format the data collected, different computer based software and application are used by the different data editors. To disseminate information, researchers are using most innovative methods such as, websites, conferences, video, exhibitions, and drama (Juan, 2006).

Conclusions.

  • Appropriate changes to improve the collection, formatting, storage and dissemination of information and knowledge.

Thetechnology business should adopt the use of automatic backup techniques in collecting information relevant to customer service. The information relating to safe drive routes as proposed by the customers should be backed and integrated into the application software. Also, the use of a clouds for storing information where the information can be accessed at any time should be adopted. The business should create different information clouds that have information specific to certain groups and it should meet their specification (Robert & Jennings, 2005).

Theuse of the above methods have certain shortcomings that the management of AppiTaxi need to consider. One, is the element of security when dealing with personal information. Adequate security methods such as the use of user identification prompts in the access of information need to be adopted. Two, the management should implement the use of passwords when it comes to accessing personal information. There should a minimum number of trials during a log-in after which the account is block of failure to log in. such methods can increase the safety of the user accounts. Another improvement in relation to the taxi business, is hiding the details of the customer from the public. There should use of user names on the application account that is different the real personal identification (Nonaka, 2009).

4.3 implementing a strategy to improve access to systems of information and knowledge

To increase access to information, all information centers like clouds and internet should be fed with all the relevant data. Most technological business information depend on the world-wide web and the internet which calls for ways to increase accessibility of these sites. The growing number of mobile phone use provides a platform for conveying the information. There is need to develop applications that are mobile phone based because of the high access o mobile phones by the people. To further make the efforts efficient, the applications should be upgraded with all emerging information of relevance (Nonaka, 2009).

There is need to incorporates alerts in the applications so as to alert the user about any changes. Such efforts will lead to an adequately informed population making rational decisions. The use of firewall security requirements should be included in the applications to secure the personal information. The importance of the above plan, is increasing the access to up to date information. There is also the benefit of consumer protection ensuring the security of all personal data. With increased consumer security, the dependency on the application by the consumers is going to rise because of trust. With the trust, the success of the business can be easily achieved (Nonaka, 2009).

References.

Sandra D. (2009). Interpersonal Communication: Listening and Responding, 2nd ed. South-Western.

Sathya, S. & Bhagaban, D. (2009). Business Communication. PHI Learning.

Juan, D. (2006). “Communication Theory and Rural Development.” Communication for Social Change Anthology, ed. by Alfonso Gumucio Dagron and Thomas Tufte. CFSC Consortium.

Robert L. & Jennings B. (2005). Human Communication Theory and Research: Concepts, Contexts, and Challenges, 2nd ed. Lawrence Erlbaum.

Kelly, H. (2008). Public Speaking: A Concise Overview for the Twenty-First Century. Peter Lang.

Davenport, H. (2000). “Saving IT’s Soul: Human Centered Information Management”. Harvard Business Review 72 (2): 119–131

Nonaka, G. (2009). “Tacit Knowledge and Knowledge Conversion: Controversy and Advancement in Organizational Knowledge Creation Theory”. Organization Science 20 (3): 635–652

Hayes, M & Walsham, G. (2003). “Knowledge sharing and ICTs: A relational perspective”. In Easterby-Smith, M. & Lyles, M.A. (2004). The Blackwell Handbook of Organizational Learning and Knowledge Management. Malden, MA: Blackwell. pp. 54–77

Rao, M. (2005). Knowledge Management Tools and Techniques. Elsevier. pp. 3–42.

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