1.1.2 A method is
to deliver the
1.1.3 The sender
message using a
1.1.4 The recipient
1.2 Communication methods
1.2.1 Verbal communication,
conversations and radio
1.2.2 Written communication.
leaflets, letters, emails, text
messages and brochures
1.2.3 Visual communication,
diagrams and photographs.
combines any of the
1.3 Internal communication
1.3.1 External communication, this is any communication
between the business and individuals outside it
1.3.2 Private communication, this is not designed to be
received by anyone other than the intended recipient
1.3.3 Public communication, this is any message that
does not restrict who receives it.
1.4 Factors affecting choice of
method for communicating
1.4.1 How complicated is the message?
1.4.2 Does a permanent copy of the
message need to be made?
1.4.3 Does the sender require feedback?
1.4.4 How many people will receive the message?
1.4.5 Is the message confidential?
1.4.6 How quickly does the message need to be delivered?
2 Internal business communication
2.1 Internal written communication
220.127.116.11 Can keep many employees
informed however is very
expensive to produce
2.1.3 Business report
18.104.22.168 Useful for sending lots of messages to lots of
people however people must have access to their
emails t view them.
2.1.5 Notice board
22.214.171.124 Anyone can view the messages, however the
documents may become damaged and people may
not see them.
2.2 Internal verbal communication
2.2.2 Video conferencing
3 External business communication
3.1 Individual letters: the main
benefits of this are: the
business can keep a
copy,the receiver can also
keep a copy. A drawback is
the time taken to deliver the
letter, as well as the cost to
mailshots(mail merge) The
benefit of this is that the
method for creating them is
straightforward. A drawback
is that it makes it easier to
3.3 Flyers, leaflets and brochures:
They can be distributed to loads of
people however they are often
3.4 Internet and email: this is a good method fo providing
customers with information bout the company and to
sell the business's products or services. However
emails are often considered junk and thrown away.
3.5 External verbal communication
3.5.1 Face-to-face meetings with
customers: The main benefit of
this is that the sales staff can get
instant feedback from customers.
However these meetings can be
very time consuming.
3.5.2 Telephone: The main benefit of this is that
more customers can be dealt with, but the two
people cannot see eachother
4 Communication devices
4.1 Facsimile machines (fax) The benefits of using
fax are: visual information can be sent, using fax is
quicker than post. The drawbacks are: it can be
expensive to send and can be read by anyone
who is standing nearby the machine.
4.2 Mobile phones: The benefits are: the business can
contact employees who are away and visa versa and
employees can contact other employees, but mobile
phones are still expensive to buy and employees may feel
under pressure to take calls at bad times.
4.3 Video conferencing: this I useful
because it allows the two callers to
see each other and people don't
have to travel to hold a face-to-face
meeting. However it is expensive to
pay for the equipment and
interactions are still not as good as
reduces the costs of
manually recording the
location of an object.
5.1 The main
5.2 What causes poor communication?
5.2.1 Attitudes, the mood of
the people taking part
can cause problems.
5.2.2 Language and cultural
issues, this can cause
barriers because people
5.2.3 Organisational issues, the
messages sent might be
misunderstood and there might be
consequences of this.
5.2.4 Poor choice of medium,
employees might fell that a different
method of communicating was
5.3 Stakeholder impact of poor communication
5.3.1 Employees: they might feel
very distant from the decision
making and not fell like their
opinions matter. They also
might make mistakes.
5.3.2 Customers: they
might choose to buy
from a competitor.
5.3.3 Suppliers: thy might
deliver the wrong
product and might
stop selling to the
6 Changing business communications
6.1 Factors affecting the success or failure of an ICT-based system
6.1.1 Easy-of-use: this requires less training for staff
6.1.2 Fitness for purpose: the system
must do what it is designed to do.
6.1.3 Security: the system must have measures to keep the data secure
6.1.4 Health and safety: the system must be safe to use
6.1.5 Environmental sustainability: the system
should be designed to have a minimal impact
on the environment.
6.2 New systems
6.2.1 System life cycle: Set
objectives, this is what you
want the system to achieve,
next create an action plan,
this sets out how the new
system will be created, then
design the system, next build
and test the system, refine it
and finally introduce it to the
organisation and evaluate
6.2.2 Potential impacts
126.96.36.199 Financial impacts: the
system could have been
very expensive and how
much money will it save
in how to use
the system, this
188.8.131.52 Changing job roles:
employees may need new
skills or fin that their skills are
no longer needed.
184.108.40.206 Changing working practises: the new
system could lead to a change in
working patterns and could lead to redundancy.
220.127.116.11 Benefits and drawbacks of working from home: less time spent
travelling, the worker could be less tired, the business need less office
space and workers could be distracted by things at home.