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 For Milestone Three, you will craft the external message that you will use to address the problem you identified in the final project case study provided. In doing so, you will specify the mediums you will use to deliver the message, explain why these mediums are important, and outline the target audience. Additionally, you will explain how the message promotes the organization’s strategic goals. Finally, identify potential sources of conflict that may arise as a result of your external communication. Consider the message you are communicating as well as the mediums used. 

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Running Head: INTRODUCTION TO THE PROBLEM 1

INTRODUCTION TO THE PROBLEM 2

Introduction to the Problem

MGT-550-Q2261 Managing Through Communication 

Patricia Vela

Instructor: Dr. Luke Hobson

Introduction to the problem

In this case, co-executive officers at Research in Motion find themselves facing public scrutiny because of a letter written by one of the high-level employees in the organization. The contents of the letter quickly spread to the mainstream media. Balsillie and his colleague Lazaridis in this case are being criticized because of the organization’s leadership. In the letter, the employee also criticizes the organization’s product development and its culture (Seijts & Bigus, 2012). In the letter also, the employee offers personal insights and expresses their desire to see the company rise again to its dominant position as the industry leader by suggesting specific actions that will improve the organization. These criticisms come at a bad time for the organization because, in the same year, the company has faced pressure from a gradually diminishing market share and failed attempts at manufacturing new products. The company has also suffered sinking stock prices in the same year (Seijts & Bigus, 2012).

Specific Problems in the Case

Response to the claims- The main problem that the organization, in this case, needs to address is to find a way that is effective enough to respond to these claims publicly. This will reduce the damage that the contents of the anonymous letter could bring to the organization (Seijts & Bigus, 2012).

Organizational leadership- Another problem that needs to be addressed in this case is organizational leadership. The co-CEOs in this case need to come up with a way to ensure that the organizational leadership is satisfactory enough to all the employees in the organization (Seijts & Bigus, 2012).

Organizational culture- The organization’s culture is also another problem that needs to be addressed. The organization needs to ensure that the employee culture is inclusive enough so that employees feel that their needs are being considered. The organization needs to work on ways to communicate effectively with employees internally (Seijts & Bigus, 2012).

Product development- The co-CEOs in this case also must address this problem by ensuring that all employees are involved in product development and that the right guidelines are followed in product development (Seijts & Bigus, 2012).

Communication Goals

To respond to the issues presented in this case, the specific communication goals will be:

Sharing the purpose

One of the main communication goals in this case will be to share the purpose of the organization. This will communicate why the organization does the things it does, and the importance of the decisions made by the organization. Sharing the purpose will make employees care about what is being done in the organization and be willing to take part in it. Sharing the purpose will help employees in this case to understand the organization’s product development (Zerfass et al, 2018).

Giving the bigger picture

Another important communication goal in this case will be to help employees get the bigger picture of things in the organization. Most of the time, conflicts arise because employees fail to see and understand the bigger picture. Sharing the organizational trends and insights with employees will help them understand what is happening in the organization so that they can offer their feedback. In this case, this communication goal will help the problem of product development and to some extent the problem of employee culture (Zerfass et al, 2018).

Remaining present

This communication goal aims at proving to employees that the organization’s vision is real. The organization needs to communicate with employees on the investment that it has made. The organization should consider choosing employee representatives to communicate the message to others because employees tend to react better when their colleagues show confidence in the message from seniors. This communication goal will help solve the problem of leadership in this case as employees will feel included in the organization (Zerfass et al, 2018).

Investing in employees

Investing in employees is also an important communication goal in this case. This goal aims at allocating the necessary resources to help employees to understand the ongoing activities in the organization. Ensuring that employees understand the activities that are ongoing in the organization is very important in determining the way they respond to those activities. Investing in employees will ensure that they understand the product development in the organization but will also enhance the employee culture. This will help solve issues with leadership in the organization (Zerfass & Viertmann, 2017).

Diversifying delivery

This communication goal is very important in enhancing communication delivery in the organization. The organization needs to come up with ways to send messages that will increase the level of engagement of communication in the organization. Instead of using emails and official memos, the organization can consider encouraging the use of blogs. This will improve the relationship between leaders and employees in the organization as communication will be freer (Zerfass & Viertmann, 2017). This communication goal will solve the problems of leadership and employee culture that have been presented in the case and to some extent, the problem of product development in Research in Motion Company.

Target Audiences

The target audiences, in this case, are the public, senior-level executives, and employees in the organization.

Senior-level executives

These are the employees that hold senior positions in the organization. They include managers and the various department heads in the organization. This target audience in this case is important because the criticism claims were raised by one of the senior-level executives in the organization. In my communication with this audience, I aim to help them understand why the organization does things as it does so that any misunderstandings can be addressed. I also aim to use this group to communicate the activities and vision of the organization to the employees so that they can be cooperative.

Employees

These are the people employed to carry out the various tasks in the organization. With this target audience, I aim to help them understand the leadership and employee culture in the organization. I also aim to help them understand the product development process in the organization. This will ensure that they share the vision of the organization and work towards achieving it.

The public

The public, in this case, is the users and potential users of the organization’s products. For this target audience, I aim to make clear the steps that the organization has taken to address the criticism raised. This will help to safeguard the organization’s reputation.

References

Seijts, J. & Bigus, P. (2012). Research in Motion: Sincerely a RIM Employee (A). Retrieved from https://hbsp.harvard.edu/product/W12914-PDF-ENG?itemFindingMethod=Other#:~:text=Research%20in%20Motion%3A%20Sincerely%2C%20a%20RIM%20Employee%20(B)&text=On%20June%2030%2C%202011%2C%20Research,of%20their%20own%20senior%20executives.

Zerfass, A., Verčič, D., Nothhaft, H., & Werder, K. P. (2018). Strategic communication: Defining the field and its contribution to research and practice. International Journal of Strategic Communication12(4), 487-505. Retrieved from https://www.tandfonline.com/doi/abs/10.1080/1553118X.2018.1493485

Zerfass, A., & Viertmann, C. (2017). Creating business value through corporate communication. Journal of Communication Management. Retrieved from https://www.emerald.com/insight/content/doi/10.1108/JCOM-07-2016-0059/full/html?af=R&fullSc=1

Running Head: DRAFT OF COMMUNICATION 1

DRAFT OF COMMUNICATION 2

Draft of Internal Communication

MGT-550-Q2261 Managing Through Communication 

Patricia Vela

Instructor: Dr. Luke Hobson

Internal communication: Medium

For the company to be in a position to address the employees’ concerns, the company’s CEO should be focusing so much on communicating with all the employees internally. In most cases, it can be through a memo. The memo must be made public. However, it is supposed to be sent through email to reach the employees in a more efficient way and manner. The read receipts for all recipients must be considered since this will help know those who have read the message and those who have not read it. Three considerations should be considered before choosing a medium. These include control, constraints, and richness (Cardon, 2016, pg. 190). 

However, the most basic communication way is having face-to-face communication, which is one of the most realistic, especially for this scenario. Different employees work in the various departments of the company. And therefore, the medium of communicating amongst all the employees must be a memorandum which is supposed to be written so that the message can reach employees at the same time. Various benefits may accrue from a company that is using this medium of communication, and this is because there are recordings of communication. 

Internal communication: Audience

           The targeted audience for the communication is all employees of the company and the CEO. This is to make sure that the company’s brand is turned into a healthier and pleasant working station so that they can work and deliver on the company’s goals. There was an employee who can be regarded as anonymous. There was the letter’s publication to the CEO so that any reactions and changes are supposed to be addressed wholly, and the whole company should adopt it. Some employees are discontented and they are discouraged in these present times. In some instances, they may feel that they are not fully put into considerations by the upper management. It is essential that all the targeted audience feel respected, and all their views are being considered to feel the company’s ownership, (Geller, J. S. (n.d.).

Internal communication: Message

           The medium, which is the memo, will address all concerns addressed in the letter and published on an online platform. The message must start with very enticing words such as all the employees’ complaints are taken very keenly. The company is working towards making the workplace a significantly better place to work for all the employees. There are plans of initiating meetings that will be held regularly with the senior management in a few days to come. The first issue that will be addressed will address the necessities, such as the employees’ accountability, especially those who are categorized as underperforming. This is because performance is paramount in the company. Having seniors in the meeting can be constructive because they will address some underperforming issues that can be due to negligence or poor working conditions. This will help the employees in the next meeting not to be said that they are underperforming. This is in terms of making necessary adjustments in the company. All the employees will be opened to all this discussion, (Heathfield, S. M. (n.d.).

There will be an addition of positivity within the company. This is mainly when things address improving quality and enhancing communication since this will bring positive impacts to the company. This is important, especially in terms of the inputs, especially to employees on the ground. The CEO must address all that the employees have written, and all the CEO should take all these issues with a lot of seriousness because they have impacts on the company. 

I must add to the memo that for advancing the RIM’s betterment to be a conducive working environment for all the workers, it is essential to pay attention to workers’ creativity that they put forth to the company. I want to start implementing the brainstorming of ideas in the forthcoming meeting with senior managers. This will be geared towards ensuring that an organization’s goals will be achieved in the best manner possible for the betterment of the company. To further improve the operation, I will encourage the employees to provide their feedback without any fear openly. The issue concerning open letter has been looked into with a lot of seriousness and will be handled with care and urgency to improve employees’ confidence. All the concerns that employees had raised in the previous meetings and interactions will be looked into and come up with a better resolution during the meeting with senior managers. The feedback will be timely provided to improve the working experience with our workers. All the issues that have arisen or will be in the future will be handled with the weight it deserves, (Geller, 2019)

           In the internal memo, the change that should be considered in management principle is the principle of Top-down, which is currently used. As it has been realized in the past, there has been an issue in the RIM, which has always started from the top management and crawled down the chain. The senior managers must acknowledge the errors that arise and work towards providing adjustments that will bring better results. Another area that should be keenly looked into and consider is employees’ inputs and ideas, which will reduce the turnover of employees and improve their sense of responsibility, hence productivity.

Internal communication: Needs and development

           For there to be a successful implementation of change within the management of RIM by the CEOs, it is essential to consider the needs and development of their workers. There is a need to look at the internal communication memo that is written to the employees of RIM where the CEO’s should be keen in understanding the needs put forth by the employees that need to be addressed. The issues are also to be addressed in time. The period at which the issues will be addressed needs to be communicated, and the plans for the implementation of changes also need to be stipulated. There is a need to learn of employees’ values, needs, and priorities if one needs to be a successful business communicator. The company CEOs are putting a lot of seriousness on the anonymous letters written to encourage them to communicate freely. 

Internal communication: Support

           Continuous support for the employees is key to facilitating the implementation of any change within an organization. For a successful change, there should be a lot of f commitment from both the executives and senior managers regardless of whether the change will take place in the whole organization or a specific department. Senior managers play a pivot role in assisting all the other employees in accepting the change being made within an organization. For positive change, there should also be continuous involvement feedback from the employees regarding the change to feel part of the change. By employing this strategy, RIM’s CEOs and the senior managers will be better positioned to distinguish between the changes working from those that are not, (Craig, 2017)

Internal communication: Conflict

           I many cases, any change and efforts put forth to facilitate change within any organization are always met with conflicts. Implementation of change without putting forth proper communication for the organization’s change is most likely to create conflicts with the employees. If an organization assigns a new duty to employees without providing adequate and reliable instructions, there will be confusion, interrupting good productivity. With the current struggles within the RIM, the improperly communicated internal memo will worsen the situation. In my opinion, the best way to facilitate change without arising many conflicts is through having a written communication to all the employees within an organization. The communication also needs to be done promptly to improve its effectiveness, (Bosworth, 2016).

References

Bosworth, P. (2016). The Power of Good Communication in the Workplace. Retrieved from Leadership Choice: https://leadershipchoice.com/power-good-communication-workplace/

Craig, W. (2017, August 29). How Positive Employee Morale Benefits Your Business. Retrieved from Forbes: https://www.forbes.com/sites/williamcraig/2017/08/29/how-positive-employee-morale-benefits-your-business/#2a5b5fa72549

Geller, J. S. (2019, June 30). Open letter to BlackBerry bosses: Senior RIM exec tells all as company crumbles around him. Retrieved from BGR: https://bgr.com/2011/06/30/open-letter-to-blackberry-bosses-senior-rim-exec-tells-all-as-company-crumbles-around-him/

Geller, J. S. (n.d.). Open letter to BlackBerry bosses: Senior RIM exec tells all as company crumbles around him. Retrieved from BGR: https://bgr.com/2011/06/30/open-letter-to-blackberry-bosses-senior-rim-exec-tells-all-as-company-crumbles-around-him/

Heathfield, S. M. (n.d.). Executive Support and Leadership in Change Management. Retrieved from The Balance Careers: https://www.thebalancecareers.com/executive-support-and-leadership-in-change-management-1917803