Analysis of the different types of information used in the business that I chose. This task will be an analysis of how the purpose of information from task 1 will be developed into more detail. First there is verbal information this can be face-to-face or via a phone call with a customer or another person from another company this is the easiest form of communication because it is right there and then you will get a response from the customer straight away this is also called a two-way communication. The purpose of this type of information is for the customer to receive the right information about a product that they are trying to find out about, e.g. vehicle tax, parcels or anything about post office products. There are a few pros and cons of verbal communication.
The pros of two-way communication is that you can see the person who is in front of you and you can also look at their body language while you are discussing about a product and if they look confused you can spot it and try to give more detail so the customer is happy with the response to their question. Another pro is that if the customer wants to ask a question they will receive an answer at that moment whilst if they were on the internet they wouldn’t know when that person is going to be on in order to answer their question.
The cons of verbal information are that if it’s a phone call you can’t see their body language so you don’t know if the customer could be confused with the way that the information is being told to them. Another con would be language barrier, this meaning that the person who you are speaking to may have a strong accent and might not be understood clearly and this may create issues while trying to help the customer with what they need help.
Written communication is a more formal way and can be very useful in many cases, this is a one way communication as the response is not going to be at the same moment. The way that written communication is showed to post office employee and customers is in leaflets and whenever there is a change in a product they will send a booklet with all the information about the changes. The purpose of written communication is to inform a customer through a message in a way that they are able to understand what the leaflet is trying to say this is also a good reference point for people to go back to.
A pro of written communication is that whoever is reading it will not have a problem understating it, whilst if a word was said it could easily be misunderstood and could have a different meaning to what was actually meant to be said. Another pro is that you can always keep a copy of what was written to come back for a reference. There are a couple cons to written communication one of them being is that if it comes by post it could be lost this means that you wouldn’t be able to know what was on that letter and also the people that sent it wouldn’t know that it was received also if its sent by email there is a possibility that it could be hacked. In the business it is essential that all workers have a good level of written skills as this is essential to that type of job.
On-screen communication is used in many ways by a company in this case it is used to show the exchange rate money. The purpose of this way of communication is to inform the customers of the exchange rate and how much of a foreign currency they can get for an amount of money of their choice. A pro to this is that the customer always knows the exchange rate of the product they want to buy also there is no way of the post office person not giving the right amount of money to the customer. A con to this is that if the screen is up to date than the customers wouldn’t be satisfied with the way that a product is being shown and also with incorrect information.
Multimedia is used in many ways by companies. There is Facebook and Twitter page/s or TV adverts. The purpose for multimedia in this type of business, generally is just about advertising products, customer’s feedback and Ways of checking new products or finding information about other post offices e.g. news about them and what is happening at Royal Mail, E.g. what they might be planning to bring out. A pro to this is that many people who are/ would be interested in this type of product would be very happy about being able to find out about what products and what alterations are being done to older products.
A con to this is that some people might not be able to find out about the changes through websites or TV adverts this could be as a result of not knowing where to look or when the adverts are showing. Web-based communication is used by the company. This is through the Royal Mail website which its purpose is to give the customer an idea about product prices, finding where a parcel is by searching for it through a barcode and shopping for products e.g. stamps. Having this website can make it a lot easier for customers which have queries and this would be the ideal place to share them. Also the royal mail website is a great way to shop for a wide variety of products like special stamps like Common Wealth Game stamps, First World War stamps etc. and business supplies.
Royal Mail has been a public service, operating as a government department or public corporation. However, following the Postal Services Act 2011 a majority of the shares in Royal Mail were floated on the London Stock Exchange on 15 October 2013 and the company became a constituent of the FTSE 100 Index on 23 December 2013. The post office has undergone a lot of changes during the last two years as this has been part of the Royal Mail privatisation. Royal Mail since the privatisation has come up with many new products in order to keep the customers happy and satisfied with their products. Royal mail is also planning another change during the Christmas time and this is probably to beat off competition. The decisions for this type of product change would have to go through the finance office and if they decide that this is a good decision which will need to be made in order to help the company move forward then the finance is going to be more than likely to fund it.
After this decision has been made then it is up to the marketing side to go and make all the product design and specifications which are going to take over the old product. One thing that Royal Mail wants to see as part of this change is if the customers are feeling happier with the new product specifications. If the customers feel happy about the changes then the change was an appropriate decision which was undertaken by Royal Mail. This also means that one decision can lead to another decision. In this case the company would probably decide to keep the new product specifications out in the market. As Royal Mail is always competing against other companies to keep prices lower this would suggest that if more customers were using the post office for Royal Mail products this means that the company is ahead of other competitors.
In order for the finance sector to fund any new projects that marketing has required to do them will first need to see a detailed plan of what the cost of the materials is going to be for example when the new idea for the labels for abroad parcels came forward, finance then would probably go to find out what the cost is going to be to supply all of the stores around UK with enough products. Then the next step of the finance – marketing job is for the marketing to find a way to advertise the new products but sometimes this is not the case. Royal Mail could basically just send you the new product and say here you go that’s the new product and it’s going to be available to the public form this date and so on.
In their efforts of making the whole Post Office experience better for customers and increase profits Royal Mails is constantly coming up with new ideas and this is not only to beat off competition but also the main reason is to keep their customers happy and if that works then more customers would be happy of using their services. The finance and marketing area are the most important aspect of the Royal Mail company as without them the new ideas wouldn’t not be able to be financed and also the company would not be able do as good as they can and competing against other companies would be a big challenge. This also means that marketing plays a key role in the company and how they do the advertising could mean the company doing good rather than bad. This all falls down to the decisions which are being made by these two sectors in order to keep the business in good shape. For the marketing sector they will look at many ideas from Facebook, twitter page/TV adverts. They will also encourage people to find out about new products through multimedia’s.
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