Choose Sunwest: One Airline's Organizational Communication Strategies in A Campaign Against the Teamsters Union    

This article presents a qualitative text analysis of persuasive documents written by a major U.S. airline in a 2004 counter-campaign against the Teamsters union. The methodology for this study is based on Stephen Toulmin's argument model, including his "double triad" and his interpretation of artistic proofs, which parallel the three classical rhetorical appeals. Actual corporate documents are featured in this article, supported by content from management conference calls that were attended by the researchers. The article concludes with implications for teaching and research in the field of technical and professional communication.

Ortiz, Lorelei A. and Julie Dyke Ford. Journal of Technical Writing and Communication (2007). Articles>Business Communication>Management>Workplace

Choosing the Right Metrics to Benchmark

The assumption that financial analysts make is that low numbers on efficiency (communicators per employee, for example) would be better than high numbers. Unfortunately, that doesn't take into account that low-cost communication may have low impact on the bottom line. If your organization wants to track communication efficiency metrics, then I'd suggest tracking effectiveness measures as well.

Sinickas, Angela D. Sinickas Communications (1999). Articles>Management>Communication>Assessment

Client-Vendor Communications: What to Talk About to Get the Job Done  

This progression presents a structured approach to client-vendor communications that can enhance quality; ease frazzled nerves; and result in win-win situations for clients, vendors, end users, and their organizations. Participants will discuss how clear, structured communications can strengthen their roles as clients and vendors of publication products and services. Participants will review the checklist that this vendor developed for use from initial contact to contract to project completion. Discussion will address how participants can develop their own customized checklists.

Shenouda, Judith E. STC Proceedings (1993). Articles>Business Communication>Collaboration

Collaborative Invention Among Experts in an Interdisciplinary Context: The Creation of Written Discourse for Countermeasures to Biological and Chemical Threats    

Programs in technical and scientific communication educate students from multiple disciplines. As we teach these students from various fields, we often assume they will write to others who are members of the same field. However, professionals commonly communicate across disciplinary boundaries and collaborate with those who do not necessarily belong to their field. We should rethink our approaches in teaching scientific and technical communication to consider how different peoplefrom different areas of expertise engage one another in a communication situation. Based on the understanding that different disciplinary cultures and languages alter contexts for communication, astudy examining how experts from science, engineering, mathematics, and architecture come together as a single group and collaboratively invent discourse can contribute to new knowledge to inform curriculum development.

Gooch, John C. CPTSC Proceedings (2001). Articles>Risk Communication>Collaboration

Combining Paper and Electronic Communication

A few ideas for ad hoc workforce communication that must be conveyed on paper as well as electronically.

McAlpine, Rachel. Quality Web Content (2005). Articles>Business Communication>Online

Coming Out of the Dark: Using Your Web Site for Crisis Communication

When SwissAir Flight 111 crashed off the coast of Nova Scotia in early September of 1998, most people didn’t realize the accident would begin to usher in a new era—using the Internet for crisis communication. In the years since, more and more companies and not-for-profits have jumped on the bandwagon and identified their web sites as critical tools for crisis communication response, particularly since Sept. 11.

Bagg, Frederick C. Communication World Bulletin (2004). Articles>Business Communication>Web Design>Crisis Communication

Commentary on "Planning and Information Foraging Theories and their Value to the Novice Technical Communicator"    

Gattis should be applauded for finding cognitive theories that might be of use to the field, for describing them well with current resources, and for applying them to technical communication with an example. The two theories, however, are too intuitive to provide much value for describing existing behavior or for novices to use as tools.

Eaton, Angela. Journal of Computer Documentation (2002). Articles>Communication>Planning

Commercial Conversations

Markets, as the saying goes, are conversations. They’re not always conversations we know we’re a part of, but they’re going on all the time.

Surowiecki, James. Forbes (2005). Articles>Communication>Business Communication

Communicate Efficiently in an Environment of Immediacy

We are in a period when we are forced to consider how the immediacy and pervasiveness of communication touches our lives. News and information is reported and distributed from anywhere around the world so fast that it is difficult to understand and take the longer-term meaning of events, or to put events in a historical context that leads to balanced judgments.

Sanchez, Paul. Communication World Bulletin (2003). Articles>Business Communication

Communicating about Environmental Risk with Stakeholders  

To explore the barriers to successful communication about environmental risks, a research project addressed the following questions: what do people understand about the terminology and the graphics used in risk messages? what sorts of communication modes and timing do people prefer? Surveys and focus groups were conducted in two towns to explore the level and types of risk (e.g leaking gas tanks) with which people are uncomfortable. The findings extend the discoveries of other environmental communication researchers: People are confused by regulatory language, they do not trust the government, and they want 'true stories,' credible witnesses, and face-to-face interaction with other stakeholders.

Hart, Hillary. STC Proceedings (2001). Articles>Risk Communication>Environmental>Civic

Communicating About Scientific Research Over the Internet: A Case Study  

University communicators specializing in science and technology are making increasing use of Internet resources to supplement traditional methods of producing and publishing their work. These resources include electronic mail; the text-only interface called Gopher; and, most recently, the World Wide Web. This paper describes some of the specific ways that communicators are using these Internet tools. It also includes a list of advantages and disadvantages that we have discovered in our work at the Georgia Tech Research Institute (GTRI) and seen at other technological institutions. These 'lessons learned' may benefit our counterparts who wish to begin or enhance their organizational 'presence' on the Information Superhighway.

Davis, Nancy E., Mark Hodges and Leigh F. McElvaney. STC Proceedings (1995). Articles>Scientific Communication>Research>Online

Communicating Across Cultures by E-mail: Advice for Consultants  

E-mail styles and preferences can vary from country to country, presenting a possible challenge to effective communication. Read on for how to add a personal touch to your messages so that e-mail becomes an asset to your business.

Lash, Becky. Intercom (2007). Articles>Business Communication>Correspondence>Email

Communicating Across the Curriculum in an Undergraduate Business Program: Management 100: Leadership and Communication in Groups    

Educating undergraduate business students in the 21st century requires more than addressing the quantitative side of business; rather, it calls for including the more qualitative 'soft skills,' such as speaking and writing. This article examines the design, delivery, and effectiveness of an undergraduate program dedicated to leadership, teamwork, and communication and describes this program within the context of the communication across the curriculum movement.

Tuleja, Elizabeth A. and Anne M. Greenhalgh. Business Communication Quarterly (2008). Articles>Education>Communication

Communicating Corporate Social Responsibility on the Internet: A Case Study of the Top 100 Information Technology Companies in India    

The need for and benefits of proactive and transparent communication about corporate social responsibility (CSR) are widely acknowledged. This study examines CSR communication undertaken by the top 100 information technology (IT) companies in India on their corporate Web sites, with an analytical focus on the dimensions of prominence of communication, extent of information, and style of presentation. The findings indicate that the number of companies with CSR information on their Web sites is strikingly low and that these leading companies do not leverage the Web sites to their advantage in terms of the quantity and style of CSR communication. Although the findings do not necessarily imply absence of CSR action on the part of IT companies in India, they attest to a general lack of proactive CSR communication. The article concludes with managerial implications for CSR communication on corporate Web sites.

Chaudhri, Vidhi and Jian Wang. Management Communication Quarterly (2007). Articles>Management>Business Communication>India

Communicating Environmental Issues To A Diverse Public  

A wide variety of environmental issues needs to be communicated to diverse groups of audiences. A panel representing government and industry discusses with the audience the impact of government regulations, public perception, and ongoing research findings on environmental writing. Communication strategies and theories for disseminating information and gaining public support are applied and analyzed.

Barr, Christine R., Kathy E. Carter and Margaret E. Durbin. STC Proceedings (1994). Articles>Scientific Communication>Environmental

Communicating for Diversity

Increasing diversity in the workplace and general marketplace is making it increasingly difficult to communicate effectively - whether you're a medical communicator, a procedure writer, a freelance copywriter or a web content writer. This article looks at two main types of barriers to effective communications - global barriers and gender barriers - and then provides insight on the tools available that can help overcome these communication barriers.

Harris, Kerri. Writing Assistance (2006). Articles>Business Communication>International>Gender

Communicating Information or Engaging Your People—How Does Communication Best Support Change?

According to a 1997 survey entitled “The Quality of Working Life” by Professors Les Worrall and Cary Cooper of the Institute of Management, of the 5,000 U.K. managers polled, a majority revealed that they had been affected by organisational change in the last year and failed to see business benefits. When asked about possible improvements, the largest response reflected the need for greater involvement, more listening by senior managers and more honest, two-way communication.

Sparrow, Jane. Communication World Bulletin (2004). Articles>Business Communication>Management>Marketing

Communicating Internally: Achieving Your Balance

Employees are inundated with mass information and messages. It is their responsibility to digest all this information in appropriate ways so that they can be effective in their roles, partner with others and help their company be profitable and competitive. Technology—e-newsletters, web mail, instant messaging—has greatly accelerated this environment of mass-transit communications, and while this saves time, it creates a bigger challenge: connecting and managing internal information clearly to align employees and maximize productivity.

Voss, Rebecca. Communication World Bulletin (2004). Articles>Business Communication>Workplace

Communicating the Connection: Business Objectives and Corporate Social Responsibility

Communicating about corporate social responsibility (CSR) is becoming increasingly challenging in today's business environment. CSR communicators need to be prepared to not only tell their company's CSR story proactively, but also to clearly connect that story—and the actions, programs and associated costs—with business objectives.

Murphy, Nancy. Communication World Bulletin (2006). Articles>Business Communication>Public Relations

Communicating the Impossible: Is Technology Creating Information Overload?

It is sometimes puzzling why so much of the information to which present-day people are being exposed is so weak. One possible explanation is that because technology makes it so easy to create and distribute large quantities of information in a very short period of time, the creators of the information become more concerned with quantity rather than quality. Is this simply an oversight, a result of too many technocrats who believe that because they created the tools, they are also the best qualified to use them? Or is this phenomenon a deliberate mechanism that has been devised to justify the need for continued technological progress (i.e., more sophisticated communication tools)? One fact is becoming clear: the people driving technology into the future often do not devote enough attention to the quality of information.

Vasdi, Peter and Peter Zvalo. Writer's Block (1996). Articles>Writing>Communication

Communicating With External Audiences During War Time

On 19 March a war with global implications began between a U.S.-led coalition and Iraq. Although some organizations will be affected by this war more than others, the articles below will help any communicator address certain immediate internal and external organizational war-related communication issues.

Shapiro, Nick. Communication World Bulletin (2003). Articles>Business Communication>History

Communicating with the Press Release: Teaching Undergraduates the Basics  

Communicating with stakeholders is a concern for every organization. The press release allows firms to convey a message to the public without exorbitant advertising fees and has greater impact than a paid ad because it appears less one-sided. As undergraduates leave academia for the workplace, they become more valuable to employers if they have had practice composing clearly written press releases that achieve the goals of an organization. Teaching the press release allows business communication instructors to reinforce key writing skills such as audience awareness, purpose, clarity, and conciseness. It can be integrated into the syllabus as part of a unit on persuasive writing or taught as a separate genre. Instructors who teach the press release will need to address its core elements: the concept of newsworthiness; conveying the company's main message in the headline and first paragraph; composing in the "inverted pyramid" style typical to journalism; creating compelling quotes for attribution; and designing the document. Classroom activities and assignment ideas are provided.

Mizrahi, Janet. Association for Business Communication (2008). Articles>Education>Business Communication>Press Releases

Communication and Gender in Workplace 2000: Creating a Contextually-Based Integrated Paradigm  

This conceptual article presents a critical review of gender-difference and gender-sameness theory and research. The focus is upon gender workplace communication, a topic often debated in the popular and organizational literature. A contextually-based integrated paradigm is proposed which represents a shift from a gender-difference foundation to a more integrated approach that includes the interaction of gender with Standpoint Theory, culture, organizational climate, and structure and task context. The network of shared meanings concept is introduced as having a major impact on gender communication orientation. Research using an example of communication to create a contextual meaning for social support is highlighted. Implications and conclusions for organizations, researchers, and educators are discussed.

Baker, Randolph T. and Lisa Zifcak. Journal of Technical Writing and Communication (1999). Articles>Communication>Workplace>Gender

Communication Channels Used by Technical Writers Throughout the Documentation Process    

This article focuses on communication channels used by technical writers to obtain and verify product information. Although much has been written about communication channel components (for example, document review), little discussion has focused on the spectrum of communication channels available to technical writers or why they might choose certain channels. The communication channels identified in this article include team meetings, document review, individual face-to-face meetings, phone calls, and e-mail. To test my identification and to see which channels writers would choose when presented with different scenarios, I collected and analyzed data from a survey of approximately 30 technical communicators who responded to an e-mail questionnaire sent to 170 STC members.

McGee, Lynn. Technical Communication Online (2000). Articles>Communication>Collaboration

Communication in Cross-Functional Teams: An Introduction to This Special Issue    

The importance of teams has grown during the past decades as increasing numbers of organizations have turned to collaborative models of work. The emphasis on 'cross-functional' reflects the growing complexity of today's work, where no single individual or job function possesses sufficient knowledge or skill for developing or maintaining innovative products and services. One of the biggest challenges of teams is developing patterns of effective communication. As with all processes and practices in the workplace, communication within cross-functional teams must be examined, discussed, and taught explicitly for such teams to succeed. The articles in this issue provide insights into the communication challenges facing individuals working in teams in today's workplace. In addition, the issue discusses a variety of tools and techniques for improving communication and efficiency within teams and the quality of work produced.

Smart, Karl L. and Carol M. Barnum, eds. Technical Communication Online (2000). Articles>Communication>Collaboration