The report presents a brief analysis of the current business system of LTR co. in a precise manner. LTR co. is currently undergoing significant internal communication problems that have been disrupting their productivity and quality. The managers depend on emails to notify their workforces, which troubles them with information overload. There is highly inadequate communication between the different teams / departments of the organization, which results into data silos. The customer services team faces difficulties while requesting for information.
There are various ways discussed in the report that can mitigate the issues and enhance organizational productivity of LTR co. Implementation of a strategic communication plan and internal communication software enables them to enhance communication. The company requires depending less on email and adapting to alternative communication methods.
The role of organizational communication is of utmost importance to leverage operational efficacies of businesses in the modern business environment. In other words, proper communications amidst the organization can significantly enhance the overall performance of business to a greater extent. In this context, organizational communication can be best described as the various channels of communication that enable the internal stakeholders of the business to interact with each other in an efficient manner.
On the other hand, the impact of data silos on businesses is generally adverse as it results into the wastage of resources and inhibition of organizational productivity by a great level. In this context, the following reports aims to encapsulate an analysis of the overall business system of LTR co. in a brief context. In specific, the report analyzes the organizational communication system of the organization in a significant manner. The report concludes with a brief set of recommendations to optimize the business operations of LTR co.
Section A: Overview of the Current Business Systems
2.1 Organizational Communication
Through the case study, it can be observed that the organizational communication processes of LTR co. are heavily reliant on emails. The newsletter emails are sent to the employees that comprise of organizational information, but are frequently observed to lack fundamental information. In this regard, the managers of LTR co. are subsequently compelled to send reminder mails to the employees after the distribution of the mails. As per the opinion of Braun et al. (2019), it is of utmost importance for the communication taking place amidst the employees and the manager require being enriched with fundamental information, which helps in maintaining a manager-subordinate significant relationship.
2.1.1: Communication Gap between Employees and Managers
As the communication amidst the workforces and leaders are synchronized and enriched with informative knowledge, it is beneficial for the leaders to implement effective leadership to motivate the workforces to optimize their performance. According to the research by Braun et al. (2019), it has been found that 60% of workforces prefer an appropriate face-to-face communication whereas only 26% stand for communication via email. It had further highlighted email communication frequently has a detrimental effect on the job satisfaction of workforces. On the other hand, employees spend majority of the time processing and responding to e-mails, which also has a detrimental impact on workplace productivity.
2.1.2: Information overload
Furthermore, it has also been observed that the employees frequently complain regarding the excessive volumes of mails that sent are sent, which eventually becomes difficult to manage. In this context, research conducted by Watts (2016) had highlighted the theory of “information overload”, which also consists of overload of emails in the workplace. In brief, Watts (2016) had highlighted that the workforces are frequently bombarded with excessive emails that becomes highly difficult to control, process and address once at a time. In this regard, the workforces of LTR co. may undergo issues such as overload of information that exposes them to the risk of missing out on fundamental organizational information and commit operational blunders.
2.1.3: Security threats of e-mail
Furthermore, the case study had highlighted the email communication also comprises of exchange of sensitive organizational information. In this context, the study conducted by Choudhary (2013) had highlighted various risks related to email communication, such as confidentiality, delivery blockage, interception and modification of email etc. These threats can be detrimentally affecting the business operations of LTR co. It is necessary to secure the emails being sent for organizational purposes, which otherwise harms the privacy concerns. In this context, Choudhary (2013) further highlights that it is fundamental to encrypt sensitive information in order to prevent the risk of violation of confidentiality.
2.1.4: Cross-departmental miscommunication
From the provided case study, it has been observed that the operational staffs of LTR co. are responsible for the management of their respective areas, which enables them to use separate systems for organizational purposes. In this context, a significant communication gap has been noticed amidst the different departments in LTR co that leads towards functional data silos. In brief, the customer services team undergoes delaying of fundamental information through email requests. The customer services team of LTR co. has complained that the flow of communication is poor among departments that lead towards minimal quality of services due to lack of fundamental information. In this context, studies conducted by Gondal and Shahbaz (2012) had highlighted that the inadequacy of internal communication amidst the team members detrimentally results into disruption of organizational productivity. In case LTR co. continues to look over their inadequacy of interdepartmental communication, it can significantly result into misdirection of organizational goals and objectives.
Section B: Recommendations to Improve Business Systems
The following section encapsulates a brief set of recommendations with reference to the issues that have been highlighted in the previous section. As the report has specifically focused on the organizational communication issues faced by the firm, a set of recommendations has been enlisted to overcome the communication issues precisely that are as follows-
3.1: Establishment of an internal communication strategy
LTR co. is significantly required to analyze the current situation of the firm, and enlist the communication barriers that have been suppressing productivity and service quality. Furthermore, it is of utmost importance to establish a set of objectives with reference to the barriers. Furthermore, the firm requires recognizing the targeted segments to implement communication strategy. The organization requires establishing operational manuals and information libraries to help employees acknowledge fundamental company-related information to perform accordingly (Doležalová, 2015). Furthermore, it is necessary to update the workforces regarding organizational goals and values, which will prevent them from missing out on fundamental information.
3.2: Cross-departmental communication
Cross-departmental communication can be referred as an effective measure to overcome data silos and motivate different departments of a firm to collaborate for higher productivity (Doležalová, 2015). In this context, implementation of cross-departmental communication would help to overcome the communication gap faced by the customer services team of LTR co. regarding e-mail requests. This will also enable the workforces to have deeper understanding of organizational responsibilities, which automatically leverages overall organizational productivity.
3.3: Internal communication system
The organization requires optimizing their internal communication system in order to prevent data silos, which can be done through efficient project management and communication systems. In this context, installation of efficient communication software (e.g. Base Camp) would enhance accountability. The to-do list of Base Camp software enables the workforces to be informed and allocated with specific organizational tasks (McFarland, 2014). Furthermore, internal communication software will leverage collaboration among the LTR co. workforces through the message board feature, which ensures optimum encryption of information exchange.
3.4: E-mail security system
It is fundamental to ensure the security of email exchange amidst workforces / departments in order to maintain organizational stability in LTR co. In this context, the PGP mail privacy model can be a useful mail encryption system that protects the confidentiality of sensitive information (Choudhary, 2013). It further protects the organizational data from unethical cyber-bullying and other digital threats.
3.5: Optimization of internal communication
As per the opinion of Kataria et al. (2013), face-to-face meetings and formal oral communications can be highly beneficial in conveying messages to the employees. Internal communication can be discussed in a much better way through personal discussions rather than email. Furthermore, the firm should focus on the establishment of a sustainable internal communication system that would enable LTR co. to aim towards sustainable organizational productivity. Furthermore, it is important to facilitate the employees with significant training regarding effective communication, which would enhance client satisfaction.
Based on the discussion presented above, it can be concluded that LTR co. has been currently undergoing significant communication issues that had significantly resulted into the disruption of their overall service quality. In brief, the workforces have been undergoing job dissatisfaction issues regarding the lack of internal communication, which includes the customer services team in a specific manner. Furthermore, the report has also highlighted that the workforces generally miss out on important information due to overload of email and information.
A significant gap in interdepartmental communication has been noticed in LTR co. case study. Based on this, the organization has been recommended to develop a strategic communication plan and implement efficient communication system software to enhance their communication. Furthermore, lesser dependence of email communication would also help in enhancing the business system of LTR co.