Communicating With Internal & External Audience

Communicating with Internal & External Audience

Main Source: http://www.courses.dsu.edu/engl379_hueners/2003/sample_definition.htm

Business Communication The theory and context of the written, oral and graphic methods of speech used by members of an organization. The study of business communication includes the history of communication and its involvement in business, the internal and external communication of a business, and the technology used to transmit the information.

Business Communication • The study of business communication involves how information is passed from one person to another in a corporate environment (including both internal audience and external agencies).

Communication Skills • Read and understand information in a variety of forms (words, graphs, charts, diagrams). • Write and speak so others pay attention and understand. • Listen and ask questions to appreciate other points of view. • Share information using a range of technologies. • Use relevant field-specific knowledge to explain ideas.

Basic Purposes of Communicating with Internal & External Audience • • •

To inform To request or to persuade To build goodwill

Communication with Audience Differ based on: • • • • • •

Purpose Audience Information Organization Style Visuals/perception/idea

Two Basic Types of Business Communication Internal Communicati on External Communicati on

Internal Communication The internal communication is meant for only employees of the company or organization, and may include such items as employee manuals, memos, meetings, and conference calls.

Internal Audience Subordinates Supervisors Peers

Source: ©2002 McGraw-Hill Ryerson Limited

Internal Communication Tools • Employee manuals must clearly explain all the practices and regulations of the company in a matter that is easily understood and leaves no room for argument. • Memos for short, are used in businesses as a means of documentation or reminders. • Internal communications can be sent to employees using a variety of mediums, including email, printed documents or in a meeting.

External Communication External communication is intended for audiences outside the business or firm, and may include press releases, annual reports or newsletters. The tone used in external communications may differ from those used in internal communications, and will vary depending on the type of business (non-profit or for-profit) and purpose of the communication.

External Audience Customers Unions/Government Agencies Press/General Public

Source: ©2002 McGraw-Hill Ryerson Limited

External Communication Tools • Press releases are used by businesses to report significant accomplishments or important advisories to the public. Usually, the release will contain basic information that newspapers will research further to use in putting together a complete story. • Newsletters and other publications are usually the collaborative effort of several departments, which work together to inform readers about important information regarding a company. • External communications also includes the communication with customers, through email, over the phone, or in person. The way employees present themselves reflects the company, and for this reason, many companies monitor their employees’ performance regarding customer service.

Conclusion • Advancements in the technology industry have led to increases in the type and amount of communication employees have with each other and with customers. Various means of dispersing business communication may be used, including the telephone, through email, online chat programs, and on paper.