1 REPORT2TABLE OF CONTENTS TABLE OF CONTENTS1 COMMUNICATION AUDIT REPORT2 Executive summary3 Introduction3 Methods/Modes used for communication4 Email4 Summary8 Recommendations9 References11 COMMUNICATION AUDIT REPORT Naval Surface Warfare Center Indian Head, MD Prepared by Name Professor name BCOM 5203 July 28, 2017 Executive summary Internal communication is an essential tool to inform the staff and members of activities in the organization. The main objective of any organization is building a good internal communication strategy. So as to be able to assess the effective mode of communication that the company is using, you need to do an assessment and also conduct an audit on the organization. It is vital since it helps in getting support from the staff. It also provides a good and efficient workplace with great collaboration. This diagram illustrates what encompasses business communication in an organization. Introduction Board members of the Naval Surface Warfare Center saw it necessary to come up with a communication audit committee to make a report on communication for the organization. The main purpose of the report was to seek for facts and also opinions and come up with recommendations to improve external and internal communication in the organization. Effective communication is a tool that enhances efficiency in the company. The primary source of my information was based on questionnaires which were given out to ten members of the organization. Below are the results obtained from the questionnaires. Gender * Position Count Position Total M P S Gender F 4 2 2 8 M 2 4 6 12 Total 6 6 8 20 This shows that total number of people who took the questionnaires were twenty; 8 females and 12 males. M, P and S symbolize mangers, personnel and supervisors respectively. Whereas F and M represent male and female respectively. Position * flow of information Count Flow of information Total E N.I V.E Position M 2 2 2 6 P 4 0 2 6 S 4 4 0 8 Total 10 6 4 20 According to flow of information, 10/20 or 50% of the members said it was effective, 6/20 or 30% need improvement and 4/10 or 20% very effective. Position * Academic Count Academic Total D H.M M O Position M 0 0 4 2 6 P 4 2 0 0 6 S 6 0 0 2 8 Total 10 2 4 4 20 Out of the members who took the questionnaires 10/20 or 50% have degrees, 4/20 or 20% has masters, 2/20 or 10% hours towards masters and 4/20 or 20% is in the other category. Position * type of communication Count Type of communication Total E L M R Position M 2 2 2 0 6 P 2 0 2 2 6 S 2 2 2 2 8 Total 6 4 6 4 20 Most of the members use email and memos as type of communication to the other employees. Position * Communicate Count Communicate Total E I O P Position M 4 0 0 2 6 P 2 2 2 0 6 S 4 0 0 4 8 Total 10 2 2 6 20 During communication to the subordinates, findings show that 10/20 or 50% of the member’s use emails, 6/20 or 30% prefer person to person talk and only 2/20 or 10% ...

1. 1
REPORT2TABLE OF CONTENTS
TABLE OF CONTENTS1
COMMUNICATION AUDIT REPORT2
Executive summary3
Introduction3
Methods/Modes used for communication4
Email4
Summary8
Recommendations9
References11
COMMUNICATION AUDIT REPORT
Naval Surface Warfare Center
Indian Head, MD

2. Prepared by
Name
Professor name
BCOM 5203
July 28, 2017
Executive summary
Internal communication is an essential tool to inform the staff
and members of activities in the organization. The main
objective of any organization is building a good internal
communication strategy. So as to be able to assess the effective
mode of communication that the company is using, you need to
do an assessment and also conduct an audit on the organization.
It is vital since it helps in getting support from the staff. It also
provides a good and efficient workplace with great
collaboration.
This diagram illustrates what encompasses business
communication in an organization. Introduction
Board members of the Naval Surface Warfare Center saw it
necessary to come up with a communication audit committee to
make a report on communication for the organization. The main
purpose of the report was to seek for facts and also opinions and
come up with recommendations to improve external and internal
communication in the organization. Effective communication is
a tool that enhances efficiency in the company. The primary
source of my information was based on questionnaires which
were given out to ten members of the organization. Below are

3. the results obtained from the questionnaires.
Gender * Position
Count
Position
Total
M
P
S
Gender
F
4
2
2
8
M
2
4
6
12
Total
6
6
8
20
This shows that total number of people who took the
questionnaires were twenty; 8 females and 12 males. M, P and S

4. symbolize mangers, personnel and supervisors respectively.
Whereas F and M represent male and female respectively.
Position * flow of information
Count
Flow of information
Total
E
N.I
V.E
Position
M
2
2
2
6
P
4
0
2
6
S
4
4
0
8
Total
10
6
4
20

5. According to flow of information, 10/20 or 50% of the members
said it was effective, 6/20 or 30% need improvement and 4/10
or 20% very effective.
Position * Academic
Count
Academic
Total
D
H.M
M
O
Position
M
0
0
4
2
6
P
4
2
0
0
6
S
6
0
0
2
8

6. Total
10
2
4
4
20
Out of the members who took the questionnaires 10/20 or 50%
have degrees, 4/20 or 20% has masters, 2/20 or 10% hours
towards masters and 4/20 or 20% is in the other category.
Position * type of communication
Count
Type of communication
Total
E
L
M
R
Position
M
2
2
2
0
6
P
2
0
2
2
6
S

7. 2
2
2
2
8
Total
6
4
6
4
20
Most of the members use email and memos as type of
communication to the other employees.
Position * Communicate
Count
Communicate
Total
E
I
O
P
Position
M
4
0
0
2
6
P

8. 2
2
2
0
6
S
4
0
0
4
8
Total
10
2
2
6
20
During communication to the subordinates, findings show that
10/20 or 50% of the member’s use emails, 6/20 or 30% prefer
person to person talk and only 2/20 or 10% uses I messaging
while others 2/20 or 10%.
In addition, 14/20 or 70% of the member’s company location is
in Indian while 6/20 or 30 % of the members are not. Also,
according to the questionnaire, there is no direct supervision in
the organization. Most of the people in the organization have an
experience between 6 and 15. The best thing about flow of
information in the organization is that it always reaches the
right receiver despite the time spent.
Methods/Modes used for communication
The type of communication used in Naval Surface Warfare
Center involves video conferencing, telephone conversation,

9. face to face conversation, email, handheld devices, blogs,
formal written documents and spreadsheets
Email
The diagram below illustrates the cost of using email as a means
of communication. It clearly shows it is cost efficient and
quick. Weekly emails work like weekly meetings. The purpose
of weekly emails is to explain or remind you the tasks that are
ahead of you that week. You can add the meetings that are to be
attended that week in the email weekly. Therefore, findings
show that incorporating email is a good communication tool.
Etiquette
Additionally, Naval Surface Warfare Center uses etiquette
during their communication, whether through email or telephone
hook-ups. 80% of the emails are read with a different tone than
intended by the writer. If its intention was to be funny, then it
may appear to some as dismissive. Therefore, the Naval Surface
Warfare Center has kept in mind the possible risks and has
stepped in to avoid any disaster.
However, findings have shown various ways in which
information reaches the member and staff.
According to the diagram, face to face conversation is the best
method to deliver information to staff. As well as video
conferencing and telephone conversation. The reason is, when
conversing there is direct feedback between the sender and
receiver, thus information is understood in the right manner.
However, despite using email, handheld devices, and blogs as
the quickest method to transfer information the richness in
information is medium. Since, the receiver may not get the
information in time or not understand well the content of the
message. Additionally, the formal written documents and
spreadsheets are the poorest method to deliver
information.Summary
Improving communication within an organization enables

10. employees to be engaged. The introduction of a communication
blitz is a good approach to communicating good messages
effectively throughout the organization. During implementation
of a project, continuous communication is paramount for the
success of the organization. The purpose of the message is to
help manage the change within an organization. Below are ways
to improve communication in an organization.
The first approach to improving communication is following a
sequence.
The leadership/ seniors develop a brief message and divide front
line supervisors into equal groups. The leaders and supervisors
discuss the message and educate the employees with the same
message. The leaders then ensure there is no retention of the
employees or staff. Once the retention measures are put in
place, the message is developed.
Secondly, the organization should use multiple channels to
deliver information. The most effective way to deliver
information is to ensure you send your message through various
channels. Mostly, the channels used include meetings, face to
face conversations, memos, letter, and telephone conversations.
The process ensures the message is disseminated and not relying
on a single channel.
After disseminating your message, the organization needs to
focus on listening that is a vital tool during communication.
One way to focus on listening is using reflective listening skills
and repetition. Also, use of nonverbal communication, body
posture and focusing on the partner to listen first before getting
your message across is a good way to improve communication.
After listening, and fully understanding your partner, it is vital
to get your message across, the exact way it is intended. One
way to do that is by speaking honestly, openly and on point.
Ensure you use terms that can be understood by various people
from different backgrounds so that it can be accurately
received.

11. Lastly, handle communication problems that are prone to arise
at during interaction by humans in the organization. Problems
involve conflicts, cultural differences, and misunderstanding.
By managing this problem and resolving them, ensures the
communication in the organization is effectively
received.Recommendations
Findings show the importance of the use of a communications
audit to determine and also improve the value of communication
within the organization. An audit involves steps that involve
identifying major areas of communication within the company.
Major areas involve strengths and weaknesses, for example, the
use of a telephone is the strength and email is the weakness. It
shows that Naval Surface Warfare Center does not use an
intranet, thus the need for communication audit. Below are steps
for the audit process.
Analyze the existing means of communication. During this step,
we gather the communication methods that are used to reach
your audience and evaluate them individually. Evaluation helps
to know whether they are effective, accessible and give
information in time. The organization can come up with a
master chart as an analysis of the methods used for
communication. Additionally, you can get information
concerning the best methods to be used by involving your staff.
Naval Surface Warfare Center should conduct interviews to
ensure that the assessment reflects issues of the organization's
success. The interviews help to know the purpose
communication in an organization. Also, to inform the team
members what they expect from them, goals of the company that
involves communication know the weakness and strengths of
communication and visualize ideal communication strategies.
The third process is to provide management and employee focus
interviews. This focus interview provides a platform to compare
the attitude of the employee and management. The employees
are divided into groups and send a representative to represent
them in the interview. It also helps in information flow since
the management will be able to know why sometimes he gates

12. full information and sometimes no information.
Also, the organization should conduct a communication survey
regularly. The survey helps in measuring future improvements
and identifies differences when it comes to various audiences.
Through this survey, we know how many people get the
information thus need for improvement.
Lastly, Naval Surface Warfare Center should develop a need
based communication plan. This plan serves as a baseline for
developing communications process since it is research and
findings based. During an introduction of the plan, it should
report findings that help to derive recommendations on
communications.
In conclusion, conducting a communication audit is not simple
and needs a good strategy. However, the results are good since
it enhance effective communication in the organization.
Therefore, adopting these measures of improving and
recommendation, then it will improve the employee’s
engagement to the organization.References
Hargie, O. & Tourish, D. (2000). Handbook of communication
audits for organizations. New York: Routledge.
Corrado, F. (2008). Communicating with employees improving
organizational communication. S.l: Axzo Press.
Harris, T. & Nelson, M. (2008). Applied organizational
communication theory and practice in a global environment.
New York: Lawrence Erlbaum Associates.
1
COMMUNICATION PRACTICES OF PERSONNEL AT
NAVAL SURFACE WARFARE CENTER QUESTIONNAIRE-
Richards
This is a graduate project for a class; all information will
remain confidential and anonymous. Your participation in this

13. project indicates your informed consent.
1. What is your Gender? ____ Female ____ Male
2. What is your position? ____ Manager____ Supervisor____
Personnel
3. How many years of professional work experience do you
have?
____ 1 – 5 ____ 6 – 10 ____ 11 – 15 ____16 – 20
____ 21+
4. What is your academic background? ____ B. S. degree
____ Hours toward MBA/Master’s degree ____
MBA/Master ________ Other
5. Do you have direct supervision of employees? ____ Yes
____ No
How many? ___1 – 25 ___ 26 - 50
6. Where is your company located? ___Indian head
______Other
7. Have you received training in business writing? ___ Yes
___ No
8. How would you rate the effectiveness of the flow of
communication at Naval Surface Warfare Center?
Very Effective____ Effective ____ Needs
Improvement ____
9. What is Preference Method of communication?
Text__ E-mail___ IMessage___ Person to Person___ Social
Media____

14. 10. How do you communicate to your subordinates? E-
mail_____ Person to Person_____ I Messaging____ Other
_______________
11. What types of communications do you prepare? Memos
Letters Reports Email
12. What do you like best about your company’s flow of
information to you?
13. What is the predominant method of communication used at
your Naval Surface warfare Center?
14. What do you think can be done to improve Naval Surface
warfare Center flow of information to you?
Please e-mail back by July 20, 2017. THANK YOU FOR
YOUR PARTICIPATION
1
REPORT4TABLE OF CONTENTS
TABLE OF CONTENTS1
COMMUNICATION AUDIT REPORT2
Executive summary3
Introduction3
Methods/Modes used for communication4
Email4
Summary8
Recommendations9
References11

15. COMMUNICATION AUDIT REPORT
Naval Surface Warfare Center
Indian Head, MD
Prepared by
Name
Professor name
BCOM 5203
July 28, 2017
Executive summary
Internal communication is an essential tool to inform the staff
and members of activities in the organization. The main
objective of any organization is building a good internal
communication strategy. So as to be able to assess the effective
mode of communication that the company is using, you need to
do an assessment and also conduct an audit on the organization.
It is vital since it helps in getting support from the staff. It also

16. provides a good and efficient workplace with great
collaboration.
This diagram illustrates what encompasses business
communication in an organization. Introduction
Board members of the Naval Surface Warfare Center saw it
necessary to come up with a communication audit committee to
make a report on communication for the organization. The main
purpose of the report was to seek for facts and also opinions and
come up with recommendations to improve external and internal
communication in the organization. Effective communication is
a tool that enhances efficiency in the company. The primary
source of my information was based on questionnaires which
were given out to ten members of the organization. Below are
the results obtained from the questionnaires.
Gender * Position
Count
Position
Total
M
P
S
Gender
F

17. 4
2
2
8
M
2
4
6
12
Total
6
6
8
20
This shows that total number of people who took the
questionnaires were twenty; 8 females and 12 males. M, P and S
symbolize mangers, personnel and supervisors respectively.
Whereas F and M represent male and female respectively.
Position * flow of information
Count
Flow of information
Total
E
N.I
V.E
Position
M
2
2
2

18. 6
P
4
0
2
6
S
4
4
0
8
Total
10
6
4
20
According to flow of information, 10/20 or 50% of the members
said it was effective, 6/20 or 30% need improvement and 4/10
or 20% very effective.
Position * Academic
Count
Academic
Total
D
H.M
M
O
Position
M
0

19. 0
4
2
6
P
4
2
0
0
6
S
6
0
0
2
8
Total
10
2
4
4
20
Out of the members who took the questionnaires 10/20 or 50%
have degrees, 4/20 or 20% has masters, 2/20 or 10% hours
towards masters and 4/20 or 20% is in the other category.
Position * type of communication
Count
Type of communication
Total
E
L
M

20. R
Position
M
2
2
2
0
6
P
2
0
2
2
6
S
2
2
2
2
8
Total
6
4
6
4
20
Most of the members use email and memos as type of
communication to the other employees.
Position * Communicate
Count

21. Communicate
Total
E
I
O
P
Position
M
4
0
0
2
6
P
2
2
2
0
6
S
4
0
0
4
8
Total
10
2
2
6
20

22. During communication to the subordinates, findings show that
10/20 or 50% of the member’s use emails, 6/20 or 30% prefer
person to person talk and only 2/20 or 10% uses I messaging
while others 2/20 or 10%.
In addition, 14/20 or 70% of the member’s company location is
in Indian while 6/20 or 30 % of the members are not. Also,
according to the questionnaire, there is no direct supervision in
the organization. Most of the people in the organization have an
experience between 6 and 15. The best thing about flow of
information in the organization is that it always reaches the
right receiver despite the time spent.
Methods/Modes used for communication
The type of communication used in Naval Surface Warfare
Center involves video conferencing, telephone conversation,
face to face conversation, email, handheld devices, blogs,
formal written documents and spreadsheets
Email
The diagram below illustrates the cost of using email as a means
of communication. It clearly shows it is cost efficient and
quick. Weekly emails work like weekly meetings. The purpose
of weekly emails is to explain or remind you the tasks that are
ahead of you that week. You can add the meetings that are to be
attended that week in the email weekly. Therefore, findings
show that incorporating email is a good communication tool.
Etiquette
Additionally, Naval Surface Warfare Center uses etiquette
during their communication, whether through email or telephone
hook-ups. 80% of the emails are read with a different tone than
intended by the writer. If its intention was to be funny, then it
may appear to some as dismissive. Therefore, the Naval Surface
Warfare Center has kept in mind the possible risks and has

23. stepped in to avoid any disaster.
However, findings have shown various ways in which
information reaches the member and staff.
According to the diagram, face to face conversation is the best
method to deliver information to staff. As well as video
conferencing and telephone conversation. The reason is, when
conversing there is direct feedback between the sender and
receiver, thus information is understood in the right manner.
However, despite using email, handheld devices, and blogs as
the quickest method to transfer information the richness in
information is medium. Since, the receiver may not get the
information in time or not understand well the content of the
message. Additionally, the formal written documents and
spreadsheets are the poorest method to deliver
information.Summary
Improving communication within an organization enables
employees to be engaged. The introduction of a communication
blitz is a good approach to communicating good messages
effectively throughout the organization. During implementation
of a project, continuous communication is paramount for the
success of the organization. The purpose of the message is to
help manage the change within an organization. Below are ways
to improve communication in an organization.
The first approach to improving communication is following a
sequence.
The leadership/ seniors develop a brief message and divide front
line supervisors into equal groups. The leaders and supervisors
discuss the message and educate the employees with the same
message. The leaders then ensure there is no retention of the
employees or staff. Once the retention measures are put in
place, the message is developed.
Secondly, the organization should use multiple channels to

24. deliver information. The most effective way to deliver
information is to ensure you send your message through various
channels. Mostly, the channels used include meetings, face to
face conversations, memos, letter, and telephone conversations.
The process ensures the message is disseminated and not relying
on a single channel.
After disseminating your message, the organization needs to
focus on listening that is a vital tool during communication.
One way to focus on listening is using reflective listening skills
and repetition. Also, use of nonverbal communication, body
posture and focusing on the partner to listen first before getting
your message across is a good way to improve communication.
After listening, and fully understanding your partner, it is vital
to get your message across, the exact way it is intended. One
way to do that is by speaking honestly, openly and on point.
Ensure you use terms that can be understood by various people
from different backgrounds so that it can be accurately
received.
Lastly, handle communication problems that are prone to arise
at during interaction by humans in the organization. Problems
involve conflicts, cultural differences, and misunderstanding.
By managing this problem and resolving them, ensures the
communication in the organization is effectively
received.Recommendations
Findings show the importance of the use of a communications
audit to determine and also improve the value of communication
within the organization. An audit involves steps that involve
identifying major areas of communication within the company.
Major areas involve strengths and weaknesses, for example, the
use of a telephone is the strength and email is the weakness. It
shows that Naval Surface Warfare Center does not use an
intranet, thus the need for communication audit. Below are steps
for the audit process.
Analyze the existing means of communication. During this step,
we gather the communication methods that are used to reach
your audience and evaluate them individually. Evaluation helps

25. to know whether they are effective, accessible and give
information in time. The organization can come up with a
master chart as an analysis of the methods used for
communication. Additionally, you can get information
concerning the best methods to be used by involving your staff.
Naval Surface Warfare Center should conduct interviews to
ensure that the assessment reflects issues of the organization's
success. The interviews help to know the purpose
communication in an organization. Also, to inform the team
members what they expect from them, goals of the company that
involves communication know the weakness and strengths of
communication and visualize ideal communication strategies.
The third process is to provide management and employee focus
interviews. This focus interview provides a platform to compare
the attitude of the employee and management. The employees
are divided into groups and send a representative to represent
them in the interview. It also helps in information flow since
the management will be able to know why sometimes he gates
full information and sometimes no information.
Also, the organization should conduct a communication survey
regularly. The survey helps in measuring future improvements
and identifies differences when it comes to various audiences.
Through this survey, we know how many people get the
information thus need for improvement.
Lastly, Naval Surface Warfare Center should develop a need
based communication plan. This plan serves as a baseline for
developing communications process since it is research and
findings based. During an introduction of the plan, it should
report findings that help to derive recommendations on
communications.
In conclusion, conducting a communication audit is not simple
and needs a good strategy. However, the results are good since
it enhance effective communication in the organization.
Therefore, adopting these measures of improving and
recommendation, then it will improve the employee’s
engagement to the organization.References

26. Hargie, O. & Tourish, D. (2000). Handbook of communication
audits for organizations. New York: Routledge.
Corrado, F. (2008). Communicating with employees improving
organizational communication. S.l: Axzo Press.
Harris, T. & Nelson, M. (2008). Applied organizational
communication theory and practice in a global environment.
New York: Lawrence Erlbaum Associates.
1
Name:____________________________________________
Date:_______________
Persuasive Presentation Critique
Actual
Possible
PointsPoints
4INTRODUCTION
Attention Step
Audience Adaptation

27. Specific Purpose Statement
Preview of Points
10
BODY
Problem Overview
Description of
Solution
’s Features
Persuasive Strategies (Ethos, Pathos, Logos, Visualization)

28. Benefits
Language/Word Choice
Transitions
4
CONCLUSION
Summary
Call for Action
4

29. DELIVERY
Voice, Fluency
Body Language
Use of Notes
4
VISUAL AIDS
Design, Consistency
Content
2

30. TIMING
2
Q & A SESSION_______
_______
30 Total Points
COMMUNICATION AUDIT REPORT
Prepared for
Board of Directors
Houston Bank
and
Dr. Marguerite Joyce, Professor
Managerial Communication
Prepared by
Michael L. Garcia
BCOM 5203.Z01
April 30, 2015

31. EXECUTIVE SUMMARY
On March 18, 2016, interviews were conducted to uncover
effective and non-effective communication techniques at
Synergetic Communications. The purpose of these interviews
was to evaluate employees’ answers to determine the
effectiveness of communication and give feedback for
improvements.
The company President and two administrative employees
provided information on formal and informal communication.
Most of the information gathered for this report was from
primary data obtained during the interviews. Secondary
information was taken from business articles relating to
effective communication.
The research uncovered the following findings:
· Formal oral communication needs little to no improvement.
· Communications with customers are mostly by e-mail.
· Telephone is 85% of the collectors’ form of communication.
· Internal e-mails are 70% of the managers’ form of
communication.
· Least used modes of communication are video conferencing,
intranet, and website.

32. Recommendations for improvement in communications are as
follows:
· Implement a company newsletter.
· Create formal standards in external e-mails.
· Set up a company website.
· Utilize video conferencing.
· Consider cross training of employees for other communication
channels
TABLE OF CONTENTS
Page
Introduction
…………………………………………………………………………
…. 1

33. Literature Review
……………………………………………………………………….
3
Demographic Data
………………………………………………………………………
4
Findings
…………………………………………………………………………
……… 5 - 8
Summary
…………………………………………………………………………
………. 9
Conclusions
…………………………………………………………………………
…… 10
Recommendations
……………………………………………………………………….
10
References

34. …………………………………………………………………………
……… 11
Appendices
A. Blank Instrument
………………………………………………………………… 12
B. Tabulated Instrument
…………………………………………………………… 13
TABLE OF GRAPHIC
AIDS
Page
Table 1: Effectiveness of Flow of Communication in Houston
Bank ………. 5
Figure 1: Communications Modes Used at Houston Bank
…………………… 7
COMMUNICATION AUDIT REPORT

35. INTRODUCTION
In most successful businesses, high usage of formal and
informal communication occurs. This is why reviewing the
effectiveness of the communication flow of a business is vital to
its long-term success.
As Board of Directors of Houston Bank, it is likely that
effective communication is something that is taken for granted.
The effects of good communication internally and externally
must be reviewed periodically. The purpose of this report is to
describe and evaluate the Company’s effectiveness of
communication channels along with recommendations for
improvement.
The primary source of my information was interviews with
Mike Orlando, President and two administrative employees,
Shannon Houdek and Virginia Swatek, on April 3, 2015.
Secondary sources of information were current articles relative
to communication effective.
Detailed descriptions of current methods of communication used
by Houston Bank are presented, including formal and informal
communication channels.
FORMAL COMMUNICATION
The analysis of communication was directed towards formal and

36. information channels of communication used by Houston Bank.
Formal Oral Communication
Management meetings and company meetings are examples of
formal oral communication at Houston Bank.
Management meetings
According to the interview findings, management meetings take
place on a weekly basis between the President and his
management team. The purpose is to have the President’s
message relayed to the rest of the Company. It also provides
valuable communication back to the President and should
continue to be a valuable form of two-way communication.
Company meetings
Interview findings showed that Company meetings areheld on a
monthly basis. The primary purpose of the meetings is to give
formal communication from the management team as to the
previous month’s results as well as the next month’s goals and
objectives. Another purpose of the meeting is to give the
employees motivation and direction in their job functions.

37. 1
2
Written Communication
Company policy manuals, external e-mail, newsletters, intranet,
and the website are examples of formal written communication
at Houston Bank.
Policy Manuals
The interviewees made me aware of the inception of the Debt
Collection Act of 1977; legislation has mandated behavioral
guidelines for creditors. This has forced Houston Bank to
produce policy manuals to help properly train and educate its
people in order to minimize violations of the Federal Trade

38. Commission rules.
Houston Bank’s constant evaluation and training for the policy
has enabled the Company to survive and prosper in a
competitive industry. These policy manuals of communication
should continue to help the Company in alleviating the
possibilities of accruing penalties and fees along with any other
legal issues.
External E-mail
According to interview findings, external e-mails are a large
source of communication among the managers and customers at
Houston Bank. Communication is usually through a request for
settlement or other files on a debtor. The managers use this
form of communication with clientele is frequent.
E-mail is easily overlooked as a means of communication. This
is because e-mail can give a sender the false impression of
informal communication. When dealing with customers, e-mails
should be treated with just as much planning and thoughtfulness
as a formal letter.
Houston Bank’s managers would also benefit by creating a
universal format when communicating with customers via e-
mail. The message received by the customer would send
powerful impressions that could strengthen or save
relationships. This could also help establish Houston Bank as an
organization willing to communicate in modes that

39. accommodate its customers.
To ensure that a newsletter is successful, you need to make sure
the “topics presented [are] in depth [which] are more likely to
spark readership than a canned newsletter filled with trivia”
(Clift, 2014 para. 7). Perhaps Houston Bank can begin creating
a more effective newsletter.
Currently, Houston Bank is not utilizing the Company’s
intranet. However, this is something that is in the process of
being put in place and should be operating within the next six
months, as stated by the senior banking officer. The intranet is
a valuable form of communication that will “save time and
energy by managing information and documents” (Dernovsek,
2012, para. 9). Eventually, the saving on edits and revisions of
posted policy manuals, newsletters, and job functions will save
considerable cost and time. The convenience of knowing where
to get updated information and job details will be an invaluable
tool for employees.

40. 3
According to the interview findings, a website is not in place at
Houston Bank. This is another communication tool that could
help maximize exposure to the market and validate the Company
as a significant industry leader. Putting a website in place will
help current and potential clients learn why it’s important or
easy to do business with you. With website design and cost
being very minimal, it would be critical for your organization to
optimize and maintain business by implementing a website.
According to my the interviews, video conferencing is not
currently in effect at Houston Bank. However, the discussions
between the management team have expressed interest. This
would allow effective communication between Houston Bank’s
(1) San Diego, (2) Idaho and (3) Houston offices. This is a cost
effective way to communicate among offices. Video
conferencing adds more to the interaction because people can
actually see the other managers during virtual meetings.
The senior lending officer also shared with me the use of the
audio card at Houston Bank. The audio card was established as
a marketing tool to attract new clients and separate Houston

41. Bank from the competition. This is a brilliant form of
communication with your external customers that keeps the
Company’s name ever present in the market place.
INFORMAL COMMUNICATION
Telephone85%E-Mail10%Grapevine5%
Informal Communication of Collectors
The findings revealed an analysis of informal communication.
Telephone85%E-Mail10%Grapevine5%
Informal Communication of Collectors
Informal Oral Communication
Telephone and grapevine are examples of
informal oral communication.
According to my interviews, the telephone

42. is the single most important communication tool
that the managers use. This form of
communication is used by 85% of the
interviewees. This is depicted in Figure 1.
For the managers and executives, it is used
by 40% of them as a tool with
Houston Bank’s external customers.
The internal grapevine is another form of communication that
generally only passes along non- vital information about the
Company. For example, according to my interview findings with
the managers, if an employee’s attendance is sporadic , the
grapevine could contradict the employee’s calling in sick.

43. 4
The President of Houston Bank receives more information
through the grapevine than most organizational chiefs.
Continued interest in communication through this channel will
help the President to be aware of employees’ concerns and
rumors. The less communication shared through formal channels
with employees, the more active the grapevine will be. To
minimize the grapevine activity, the employees need to hear
different information through a variety of formal channels.
Continue discussion of remaining questions and data results on
pages 5 to 8, etc. Include at least two to three graphic aids
(tables or figures) for significant questions.

44. 5
6

45. 7
8

46. 9
SUMMARY
Interviews with the mid-level managers and senior managers
have led to an analysis of Houston Bank’s communication

47. channels. As discussed, there are several channels that are
currently operating very effectively; yet, a few others that need
improvement. This is why reviewing the communication
structure of the business is so vital to its long-term success.
With all due respect, some areas of improvement in the
effectiveness of the flow of communication at Houston Bank are
for the success of the Company.
CONCLUSIONS
Houston Bank is doing well overall in its communication
channels or modes used. However, there are some channels that
would enhance communication within the Bank. The
information shared by the employees at the Houston Bank was
quite helpful in assessing the effectiveness of the flow of
communication at Houston Bank. Several changes are
suggested to make Houston Bank much more effective. These
are presented in terms of recommendations presented next.
RECOMMENDATIONS
It is recommended that periodic reviews of communication
channels for re-evaluation and effectiveness of the formal and

48. informal communication be conducted annually. It is also
recommended that cross training of departments’ employees to
expose them to other methods of communication be
implemented. The effectiveness of the flow of communication
at Houston Bank would certainly improve with the following:
· Newsletter
· External E-mail Standards
· Website
· Video Conferencing
· Cross Training
REFERENCES (fictitious)
Clift, V. (2012). Time to rethink your newsletter? Marketing
News28(20), 7. Retrieved March 20, 2005, from Business
Source Premier database via SHSU.
Dernovsek, D. (2012). Creating an effective intranet. Credit
Union Magazine68(9), 16A-20A. Retrieved March 24, 2005,
from Business Source Premier database via SHSU.
13

49. A Copy of the Instrument (include here)
14
A Copy of the Tabulated Instrument (include here)
COMMUNICATION PRACTICES OF MINISTERS
AT WEST HOUSTON BOARD OF CLERGY
1. What is your gender: 6 Males 9
Females
2. What is your position: 2 Supervisors 4 Pastors 5
Assistant Pastors
4 Pastor/Founder
Do the same calculations for the rest of the questions on your
Instrument.
15
Figure 1

50. � EMBED Excel.Chart.8 s ���
_1494087899.xls
Chart5TelephoneE-MailGrapevine
Informal Communication Collectors
Informal Communication of Collectors
85
10
5
Sheet1Informal CommunicationCollectorsTelephone85E-
Mail10Grapevine5
Sheet1
Informal Communication Collectors
Informal Communication of Collectors
Sheet2
Sheet3
Sheet1QuestiionMaleFemaleManagerSupervisorPersonel1 to 56
to 1011 to 1516 to 2021 AboveTotalWhat is your Gender?
164020What is your position?201820How many years of
professional work experience do you have?43111120B.S
degreeHRs toward MastersMastersothersYesNo1to 2526 to

51. 50indian head locationVery effectiveEffectiveneeds
improvemenntTotalWhat is your academic background?
1223320Do you have direct supervision of employees?
11912820Where is your company located? 2020Have you
received training in business writing?91120How would you rate
the effectiveness of the flow of communication at NSWC?
081220TextEmailImessagePerson to personSocial
mediaMemoLettersReportsothersTotalRemarksWhat is
Preference Method of communication?162220How do you
communicate to your subordinates?191620Some Prefered both
Email and person to PersonWhat types of communications do
you prefer?19651720Survey
1234567891011121314151617181920What do you like best
about your company’s flow of information to you?No
commentHamperedOpen and informativeNot many
meetingsVery thoroughgrammar editing Intranet siteUsually
timelyNo commentNo commentTimelinessIt is constantDetail is
sufficientTeam communication is goodIt can be poor at every
levelEmail is effective and fastThey always give me the help I
needMost of them occur via email , which gives option wether
to read or notNo CommentSpeed of emailEmailNo
commentWhat do you think can be done to improve Naval
Surface warfare Center flow of information to
you?191Survey1234567891011121314151617181920What do
you think can be done to improve Naval Surface warfare Center

52. flow of information to you?Less Blast emails to know what is
importantBetter flow from the top to the bottomToo many
emails. In the loop works because information is concise and
located all in one placeHave more of itConsolidate the
emailsTrainingPut more informattion on the company intranet
siteNon applicablePeople who want to communicateNo
commentEnsure network actually operateI am
satisfiedCommunication needs to be more timelyInto new
employees, needed signature needs improvementMuchNothing
comes to mindUsing more of emails, Phones, and person to
personUse more emailsBetter communication from Supervisors
and managersEncouragement of meeting and face to face
talkTotal Number of Survey20 Employees
Sheet2
Sheet3