Communication Management - Science topic

Dear Faiz Ahmad Khan,

Information and communication technologies (ICT) and artificial intelligence (AI) are playing an increasingly important role in managing business communications, affecting the way companies communicate both internally and externally. The introduction of these technologies is transforming traditional forms of communication, speeding up decision-making processes, increasing the efficiency of operations, and improving the quality of relationships with customers, business partners and employees. The following is a detailed discussion of this issue, taking into account various aspects of the application of ICT and AI in business communication management.

1. information and communication technologies (ICT) in business communication management

ICT is a broad term that encompasses all technologies for sending, receiving, processing and storing information, such as the Internet, computer networks, software, as well as mobile devices. In business communication management, ICT plays a key role by providing:

(a) Fast flow of information: ICT technologies such as email, communication platforms (e.g., Microsoft Teams, Slack), video conferencing (Zoom, Google Meet) enable the rapid and efficient flow of information between employees, departments and divisions of a company, regardless of their location.

(b) Document management: Document management systems (DMS), cloud computing (e.g. Google Drive, Microsoft OneDrive), allow you to store, share and collaborate on documents in real time. This significantly reduces the time needed to process materials and enables seamless collaboration.

c) Virtual meetings and collaboration: video conferencing, collaborative platforms and document sharing software enable remote meetings and team collaboration across global enterprises.

(d) Communication process automation: Customer relationship management (CRM) software, Enterprise Resource Planning (ERP) systems and other communication automation tools enable automatic generation of messages, reminders or responses to inquiries, allowing companies to manage customer relationships faster and more efficiently.

2 Artificial intelligence in business communication management

Artificial intelligence (AI) brings a new level of sophistication to business communication management, automating many tasks, analyzing communication data, personalizing interactions and providing smarter decision-making solutions. The key areas where AI is impacting business communications are discussed below:

a). Automation and chatbots

Chatbots and AI-powered virtual assistants are becoming increasingly popular in customer service and internal communications.

- Chatbots: Operating on websites, social media platforms or mobile apps, these tools can automatically respond to simple customer inquiries, solve problems and guide customers through the buying process. Chatbots speed up a company's response to customer inquiries, reducing the need for human intervention, which lowers service costs.

- Virtual assistants: tools such as Siri, Google Assistant and Alexa can support employees in daily tasks, remind them of appointments, organize their calendars, and even support them in more complex tasks such as market analysis.

b). Communication analysis and Big Data

AI can also be used to analyze massive amounts of data from internal and external communications (Big Data), allowing companies to better understand their processes and interactions with customers.

- Sentiment analysis: AI tools can analyze social media communications, emails or customer reviews to understand what emotions and opinions dominate conversations about a company. Sentiment analysis helps companies monitor their reputation and respond quickly to negative comments.

- Predictive analytics: AI can process data from past communications and, based on that data, predict future customer needs or problems within the company. This allows companies to proactively take action to improve customer relations or increase internal efficiency.

c). Personalization of communications

One of AI's greatest strengths in business communications is its ability to personalize content and interactions with customers.

- AI recommendations: by analyzing customers' purchase history, preferences and online behavior, AI algorithms can provide personalized product or service recommendations. Personalizing communications increases customer engagement and improves the shopping experience.

- Customer segmentation: AI can help accurately segment customers based on their behavior, allowing marketing campaigns and communications to be tailored to the specific needs of particular target groups.

d). Optimization of decision-making processes

AI in business communications not only automates processes, but also helps make better decisions.

- Decision support: AI algorithms can analyze data from various sources, such as sales reports, market data, and marketing campaign results, and suggest the best course of action. AI can also predict the effectiveness of various communication strategies based on analysis of past campaigns.

- Automatic report generation: AI can create complex reports on business communications, such as analyzing the effectiveness of marketing campaigns, customer response statistics, or monitoring the effectiveness of internal communications.

3 Benefits of applying ICT and AI to business communication management

The application of ICT and AI in business communications brings numerous benefits that can significantly affect the efficiency of a company's operations:

(a) Increased efficiency: By automating many communication processes, companies can focus on more strategic tasks instead of spending time on routine activities.

(b) Improved customer relations: Personalizing interactions and responding quickly to customers' needs increases their satisfaction and loyalty to the company.

(c) Improved information management: Thanks to ICT and AI, companies have access to vast amounts of data that can be analyzed in real time, leading to a better understanding of the market and customers.

d) Accelerated decision-making processes: Automated data analysis and report generation allows for faster decision-making, which is crucial in a rapidly changing business environment.

4 Challenges of ICT and AI in business communications

Despite its many benefits, the introduction of ICT and AI in business communications management also brings challenges:

(a) Data security: Storing and processing large amounts of data, including personal data, raises the risk of privacy breaches and cyber attacks. Companies must use appropriate security measures, such as data encryption and access control systems.

(b) Algorithmic bias: AI, especially in data analysis, can inherit biases contained in training data, which can lead to biased results. Therefore, continuous monitoring and validation of algorithms is necessary.

(c) Ethical issues: The automation of communications, especially in interactions with customers, raises questions about ethics, including issues of transparency, accountability and fairness in the treatment of all customer groups.

In view of the above, ICT technologies and artificial intelligence are transforming the management of business communications, offering new opportunities for automation, personalization and data analysis. However, their effective use requires not only investment in modern technologies, but also consideration of security, ethics and appropriate data management.

The key issues of opportunities and threats to the development of artificial intelligence technologies are described in my article below:

I described the applications of Big Data technologies in sentiment analysis, business analytics and risk management in an article of my co-authorship:

I have described the issues of the role of information, information security, including business information transferred through social media, and the application of Industry 4.0/5.0 technologies to improve data and information transfer and processing systems in social media in the following articles:

The postpandemic reality and the security of information technologies ICT, Big Data, Industry 4.0, social media portals and the Internet

The Importance and Organization of Business Information Offered to Business Entities in Poland via the Global Internet Network

THE QUESTION OF THE SECURITY OF FACILITATING, COLLECTING AND PROCESSING INFORMATION IN DATA BASES OF SOCIAL NETWORKING

IMPORTANCE AND SECURITY OF INFORMATION PROVIDED BY THE INTERNET IN THE CONTEXT OF THE DEVELOPMENT OF ECONOMIC ENTITIES IN POLAND

I invite you to join me for a research collaboration,

Kind regards,

Dariusz Prokopowicz

Josephine Eshun Josephine, I don't know if its a good topic. But indirectly reminds me of a new problem**. In the US, to attract and retain customers, woman's clothing stores implemented a "free return" policy. The return volume exceeded their ability to process the returns. They now contract out the work to other companies. The volume has expanded beyond their ability too.

The problem**; in addition to an unimaginable amount of waste created manufacturing clothing, many "returns" are being disposed.

Hello,

Did you get The Checklist of Communicative Responses/Acts Score Sheet (CRASS) ?

It will be great to have it for my research.

Thanks you !

Thanks! / Pehr

Translated into what?

And how?

Uhbiyati, N. (2015) 'A competency-based model of the human resource development management of ustadz at salaf boarding school', International Journal of Educational Management 29(5): 695-708.

Hi Jacklyn,

Here's a book which I thought it can help you with your group project.

Book title and description are given below:

Global Project Management

Communication, Collaboration and Management Across Borders

By Jean Binder

Edition 1st Edition

First Published 28 October 2007

eBook Published 22 April 2016

Pub. location London

Imprint Routledge

Pages 312 pages

eBook ISBN 9781317127369

Subjects Economics, Finance, Business & Industry

Hope you can find some useful information to begin with your group project.....haahhahahha

Best Regards.

Before you plan how to do content analysis, you must first identify a PROBLEM that you want to address with your study. "Businesses need to better understand _________."

Then develop specific research questions that will help solve the problem.

Once you know your research questions, develop a kind of content analysis to answer each question.

Ethos, Logos, Pathos: Ethics and credibility of the speakers, logic he employs and emotions he invokes. 

Hi Timm, I published a paper entitled "Marketing communication theory: what do the texts teach our students?" This reviewed the theoretical foundations of over 100 marketing and marketing communications texts. I've attached a copy. Let me know if it meets your needs. Best wishes, Francis

What is clear is that the modelling of desirable behaviours by the leadership of any organization is important-

Hence if there is a plan to instil a culture of 'business etiquette' within the organization then it is essential that the leadership understand what their role is in the process. Another term for this is civility.

It also depends on the context in which the paper has been cited: e.g. consider these 3 options:

1) This topic has been studied by A (2012), B (2010) and...;

2) A (2012) was the first to use this method. Our paper is based on this method;

3) Some authors (for instance, A 2012) have mistakenly assumed/proposed that...

So, to get 10 citations of type 2) is certainly great, but type 3) is something almost no researcher wants to get.

I agree with @Dean Whitehead and like to add the following:

It depends on the committee deciding. However, if I have to make a decision, I would prefer the more cited paper regardless of the impact factor in which that article has been published.    

I have read that employees who decorated their workspace tended to be more engaged or committed than those who did not, but not sure about clutter.

Clutter can take many forms, and it can reflect someone who 1) is really active, working hard, and is highly involved in projects, or 2) someone who is not organized, doesn't care about their workspace and isn't engaged. I think more definition of "clutter" would be necessary to really generate a viable hypothesis on this one.

hope that helps!

How do we measure this communication challenges?

Absolutely! Often we rush to give the public an answer in order to placate the public's need for information. Transparency with the public is best handled by formulating an appropriate answer with appropriate amounts of information as the situation warrants. Complete silence is never warranted. The public at the very least has the right to a response. This is where tone is critical. The public is not always entitled to the whole picture in particular with regard to sensitive information. But they are entitled to the truth. And Sometimes the truth is you don't have all the answers yet. Reassuring the public that you wish to give them the facts as they emerge and are verified sends the proper message that we care about the truth and not our image. It is okay not to have the answers. It is never okay to give the public what they want to hear at the cost of organizational integrity. Timely but truthful is the best course. Respond in a timely fashion and keep the public continually informed as information is uncovered. Continue to respond as questions arise. In this way trust is built the public will remember you for.

Ed's Galileo analysis system is really interesting approach. I think it will help org track and evaluate employees perception and cognition.

Also, if you are interested, I think, ECBs (employees communicative behaviors) would another dimensions regarding their organization and the 'way' it handles the changing process. I guest edited a special issue, International Journal of Strategic Communication, there s a study done with Alessandra Mazzei on the strategic value of ECBs during crisis/issues.

Mazzei, A., Kim,* J.-N., Dell’Oro, C. (2012). Strategic value of employee relationships and communicative actions: Overcoming corporate crisis with quality internal communication. International Journal of Strategic Communication, 6(1), 31-44.

Kim,* J.-N. (2012). Special issue – Strategic values of relationships and the communicative actions of strategic publics. International Journal of Strategic Communication, 6(1).

I developed, some ECB concepts, 'megaphoning', 'scouting', and 'micro boundary spanning'. These measures display (communicative) behavioral characteristics of employees based on their perception, cognition, evaluation of the organization change. You should also look at what would influence employee pereception/cognitin on the process of org changes from IABC Excellence study led by Jim and Lauri Grunig and Dave Dozier (2002) -- symmetry, relationship (history), org culture, structure, leadership, etc.

Kim,* J.-N., & Rhee, Y. (2011). Strategic thinking about employee communication behavior (ECB) in public relations: Testing the models of megaphoning and scouting effects in Korea. Journal of Public Relations Research, 23(3), 243-268.

Good luck on your research.

Dear collegues,

I have a quite different point of view on this issue. The conventional frames of the corporate business limit the creativity of the artists, but at the same time they create the following challenge to artists: how to deal with pragmatic goals of corporate business without loosing creativity? I mean: how can artist be even more creative in order to adapt the market to himself goals? In my opinio, the answer is twofold:

1. In the first stage, when the artist is not yet consagrated, he can follow to opposite paths:

a) To adopt a high level of compromise with the criteria of industry; or

b) to refuse any compromise with these criteria...

Only after reaching success (following one of these opposite paths), and already beeing famous, the artist can pass to the next stage;

2. A famous artist can take the control on all the marketing tools ir order to decide how to interact with the creative industry. If a famous artist what to be really creative, this is his own business...

As an example, I can suggest Joana Vasconcelos, a portuguese artist Joana Vasconcelos: http://www.joanavasconcelos.com/biografia_en.aspx