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A DISCUSSION ON THE COMMUNICATION STRATEGY OF NEXT IT LTD

BASED ON A STUDY OF THE CURRENT COMMUNICATION PRACTICES AT THE COMPANY

A DISCUSSION ON THE COMMUNICATION STRATEGY OF NEXT IT LTD

BASED ON A STUDY OF THE CURRENT COMMUNICATION PRACTICES IN THE COMPANY

Submitted to

Rezwanul Huque Khan, PhD Associate Professor Institute of Business Administration University of Dhaka

Submitted by

Group- 5 Farhan Uddin Ahmed (ZR-10) Rafsaan Muhab Shams (ZR-14) Eqra Md. Resalat Ohee (ZR-34) Mir Saklaine Iqbal (ZR-96) Kazi Md. Zulkarnain (ZR-114) Section: B

BBA-26

Institute of Business Administration

University of Dhaka

Date of submission: November 15, 2018

Institute of Business Administration

University of Dhaka Dhaka-1000

November 15, 2018

Rezwanul Huque Khan, PhD Associate Professor Institute of Business Administration University of Dhaka Dear Sir:

Here is the report titled “Communications Strategy at Next IT Ltd.” as assigned by you for the partial fulfillment of the course “C103: Business Communication.”

As you will see, our report shows that Next IT Ltd. has maintained an excellent communication strategy in its workplace. However, some barriers exist. The company is trying its best to combat such barriers. We provide some recommendations on how the company can overcome such barriers and develop an effective communication strategy.

We sincerely hope, Sir, you will be pleased with our assignment. We truly appreciate this assignment. And should you need any extra information, we will be happy to help you.

Sincerely,

Farhan Uddin Ahmed

Rafsaan Muhab Shams

Eqra Md. Resalat Ohee

Mir Saklaine Iqbal

Kazi Md. Zulkarnain

Contents
Contents

Executive Summary

iv

  • 1. Introduction

1

1.1

Definition of Communication Strategy

 

1

1.1.1

Development of an effective communication strategy

2

1.2

Statement of Problem

............................................................................................

3

1.3

Objective of the Report

..........................................................................................

3

1.4

Limitations of the Report

4

1.5

Significance of the Report

4

1.6

5

1.6.1

Background of respondents

.............................................................................

5

1.6.2

Interview of Managerial Employees

 

5

1.6.3

Interview

of

Employee

5

  • 2. Literature Survey

6

  • 3. Overview.....................................................................................................

Company

8

3.1

Rationale for Company Selection

8

Findings

  • 4. ......................................................................................................................

9

4.1

Intra-organization Communication

9

4.1.1

Upward Communication by

meetings

9

4.1.2

Downward Communication by use of

 

9

4.1.3

Horizontal Communication by usage of both meetings and technology

10

4.1.4

Reports and Minutes- an additional communications strategy

10

4.1.5

Communication through modern technology

..................................................

10

4.1.6

Access to HR Department by direct communication

11

4.1.7

Lateral communication without any barriers

 

11

4.1.8

Informal Communication by refresher sessions

11

4.2

Inter-organization Communication

12

4.2.1

New Orders for ERP

......................................................................................

12

4.2.2

Complaints by a three-step protocol

 

12

  • 5. Analysis

13

5.1

The Importance of communication for Next IT

 

13

  • 5.2 Communication in Next IT

....................................................................................

14

  • 5.2.1 What works for Next IT

 

14

  • 5.3 Barriers to Communication

15

  • 5.3.1 Absence of non-verbal clues

15

  • 5.3.2 Information

Overload

16

  • 5.3.3 Perceptual Differences

 

16

  • 5.4 Measures taken by Next IT to clear barriers

........................................................

16

  • 5.4.1 Social gatherings to improve relationship

.......................................................

16

  • 5.4.2 Quick and accurate response to reduce miscommunication

17

  • 5.4.3 Familiarization with the office culture and jargons through refresher sessions

 

17

  • 6. Recommendations

18

  • 7. Conclusion

20

References

21

Appendix

24

Appendix A: Details of Interviews

 

24

Appendix B: Interview Questionnaire

25

List of figures

Figure 1 Three-step process of fixing complaints by Next IT

13

Executive Summary

Communication plays an important role in the daily operations of an organization. The employees in an organization need to communicate with both people within and outside an organization on a regular basis. An effective communication channel leads to success of projects whereas failure in communication channel can create massive problems for the organization.

Next IT is a software company providing software solutions to mainly readymade garments industry. The company operates in the ever-changing IT industry with a workforce of 22 employees. The organization maintains quick and flexible communication between employees and external stakeholders.

Interview with key personnel and research studies have shown that the intra

organizational communication is conducted through “Messenger” app and issue tracker

software. The instant messaging service can ensure quick responses from the other employees whereas the issue tracker is used to assign and keep track of allotted work to the employees.

The Inter-organizational communication maintains a formal structure. At first, the support team gets in touch with the external stakeholders and tries to resolve their queries. If they cannot resolve it themselves the problem gets passed on through a specific command chain to the top of the organization.

Next IT has an effective communication system in place. However, its system is not perfect. The organization faces some communication barriers especially in case of inter organizational communication. The company has to find new strategy to keep their communication strategies up to date. Otherwise, inefficient communication may become a huge problem for Next IT in the near future.

iv

1. Introduction

Communication can be rendered as the building blocks for any organization. As communication is what allows ideas and vision to transcend into reality. If there are lapses of communication exists, their implication can hardly be over stressed (Abourbih et al. 2015). Furthermore, not just for the smooth running of the business activities but also on a individual level it is important to have proper communication and contingency mechanisms in case of miscommunication within the organization (McCabe and Healey, 2018). The organizations that are the most successful heavily rely on effective communication channels both inside and outside the organization and thus communication strategy is a vital part of any organization in any sector.

The IT sector is one of the most prominent rising sectors in Bangladesh following rapid industrialization and entrance of various multinational corporations (Daily Sun, 2017). Effective communication strategies for IT companies to succeed in the world market

(Goldman,2018).

1.1 Definition of Communication Strategy

Communication strategy can be defined as the set of actions taken and rules set by an organization to ensure that people inside and outside the organization can obtain relevant information easily and with minimal deviation from the facts (Barten, n.d.). Acting as a framework for the communication plans developed to implement the strategy, it makes the corporate communication function relevant in the strategic management process by providing the link between key strategic issues facing the organization and communication plans. In addition, it is seen to be the outcome of a strategic thinking process by senior communicators and top managers taking strategic decisions with regard to the identification and management of, and communication with, strategic stakeholders (Steyn, 2004).

A good communication strategy helps an organization communicate effectively with it's external and internal stakeholders, including employees, management, the public etc. It facilitates interactions among business functions which helps management, human resources and marketing maintain a unified voice and consistent messages. And more importantly, developing a solid corporate communications strategy can help a business thrive by preventing both tangible and intangible costs of mistakes that always result from miscommunication (Pedrotti & Behlau, 2017).

  • 1.1.1 Development of an effective communication strategy

The first step toward creating a strategic corporate communications plan is gathering key management, human resources and marketing personnel to present the case for formal planning and seeking a unified decision on the idea.

The second step is to determine the key aspects of concern. The main focus should be on the challenges than might have to be faced and the successes that have been achieved in the past tackling these situations.

And finally, a plan is to be formalized which will specify how the key business units will integrate and share information internally and externally.

While writing a communication strategy for business, Pearson & Culver (2016) suggest the following outline:

Introduction: summary of project

Mission and vision

Objectives or aims

Key audiences, messages, channels

Timetable of key activities with dates

Resources who will do the work and who will pay

Risks and mitigation

Means of evaluation

Approvals/sign-off process

1.2

Statement of Problem

Little has been done to know the communication strategy of Bangladeshi companies. As IT is a relatively new sector in Bangladesh, work on communication strategy in this sector is non-existent. Moreover, with an ever-changing technology landscape, new communications channels are rising up and companies are facing challenge to adapt to

the changing channels (Hannah, 2018). So, the question arises, “What is the communication strategy of an IT company in Bangladesh like Next IT Ltd.?”

  • 1.3 Objective of the Report

The aim of this report is to understand the communication strategy of NEXT IT. Ltd. This is done on the basis of the following objectives:

To determine the different strategies adopted by Next IT for communications within and outside the organization To find the barriers related to communications at Next IT Ltd To investigate barriers such as customer trust issues with digital security, data theft etc. that are exclusive to the IT industry To find out how Next IT Ltd solves barriers related to communication

The purpose of this report is thus, to find out possible ways using which IT companies like Next IT Ltd. can develop an effective and efficient communication strategy.

1.4

Limitations of the Report

The interviews we conducted were in an organizational setting where employees may not have been completely honest about their opinions. They may have withheld their true opinions about sensitive topics (like communication blunders and dissatisfactions) since the interviews were arranged through their superiors and conducted within the organization. Moreover, we have conducted interviews in just one organization. Visiting a greater number of organizations would have given us a better picture.

In addition, we have limited our organizational visits to a certain industry. As a result, our efforts may not give us an accurate idea about the strategies followed in other industries

  • 1.5 Significance of the Report

The significance of this report is two-fold. First, observing and deducing inferences from the communication practices of an IT firm would help understand the need of effective communication strategy in the corporate world. Second, it would help us in strengthening the understanding of the theoretical concepts of managerial communications.

A third significance lies in the broader implications of this report. Upon taking power in

2009, the Prime Minister of Bangladesh, Sheikh Hasina has adopted the plan for “Vision 2021” which aims for a transformation of Bangladesh from a low-income country to a high middle- income country by 2021 (Planning Commission, 2018). One central aspect of “Vision 2021” is the concept of “Digital Bangladesh”- a technologically advanced Bangladesh. IT companies play a huge role in this regard. As our report concerns IT companies, the implications can be used by IT companies in Bangladesh to achieve growth and help the country achieve its vision as well.

1.6 Methodology

In order to get practical insights about communications strategy in organizations, we have conducted a primary survey. Afterwards, we have analyzed our findings. Finally, we have analyzed secondary sources regarding this particular topic.

The primary survey was conducted at Next IT Ltd.- an IT company based in Dhaka. We conducted judgement sampling so that we could talk to employees who could best give us information regarding the communications strategy and practices of the firm. Since Next IT is a small firm, we surveyed only three respondents.

  • 1.6.1 Background of respondents

We have conducted interviews of two managerial-level employees as well as a subordinate to ensure we have a good idea about both perspectives. A detailed list of the respondents can be found on Appendix A of this report.

  • 1.6.2 Interview of Managerial Employees

These interviews were conducted to find out the existing communication strategy adopted by the management and how managers communicate with their subordinate according to the strategy.

  • 1.6.3 Interview of Employee

The interview with an employee gave us information about employee perception of the communication strategy at Next IT Ltd. and how it could be improved. Interview with an employee was important as employees often waste a lot of valuable hours due to miscommunication (Dynamic Signal, 2018).

2. Literature Survey

In almost the entirety of the 20th century, most existing literature emphasized the importance of communication in corporations. Hill & Jones (1994) talked about the importance of communications among different hierarchical level. Thompson (1997) stressed the importance of communications in corporate organizations for both internal and external relationships.

It is to be noted that these literatures emphasized the importance of communications in strategies but not of the importance of a communications strategy. Thompson (1997) stressed the importance of communications in making employees understand the strategies of business. But he did not mention specifically about communications strategy.

The talk on corporate communication strategy began when Mohr and Nevin (1990) developed a model to highlight the importance of communication strategy mainly in marketing. According to their model, channel conditions and communication strategy lead to qualitative outcomes which in turn, lead to qualitative outcomes.

However, it was Moss & Warnaby (1993) who are credited for initiating the conversation on the importance of corporate communication strategy. They noticed the paucity and dearth of literature on corporate communication strategy and began formulating models using existing literature to create a communication strategy for organizations.

Existing literature has since continually emphasized the needs for a effective communication strategies in businesses. Argenti (2005) showed with examples how companies such as Exxon and AT&T had suffered due to the lack of effective communication strategy. Bacal (2008) showed companies often develop a communication strategy only after problems occur but often neglect them once the problem is solved.

Although research has shown the need for communication strategy in corporate, few have discussed the structural elements of communication strategy. Moreover, very few have researched on specific media that can be used for communication strategy. This is important, as modern technologies are continuously changing the communications landscape (Hannah, 2018).

Bottazzo (2005) has looked on one specific media- Intranet. According to him, companies should adopt a within company network system. This would give two-fold results. First, employees can get all the information they need from one place without the need of much filtering. Second, an individual employee can have access to the network anytime and anyplace.

Another research that focused on a particular aspect of communication strategy is that of Clampitt & Down (1993). Their research mainly focused on the importance of employee perception on communication in organization. Their research showed that service industries require much better communication strategy for success. They also found out that personal feedback in the communication strategy played an important role in the productivity of an organization.

The need for personal feedback has also been stressed by Goldhaber (1978). His research showed that personal feedback is a primary need for employees. Goldhaber also showed the importance of grapevine in communications as well as the barriers to communications caused by bureaucracy. His research has thus shown the need for informal communication channel, employee feedback for the strategic framework.

3. Company Overview

Next IT Limited is a software company with office in Banani. Founded in 2009, it provides software services mainly Enterprise Resource Planning (ERP) software to garments and accessories factories. It also provides web design support, digital marketing and cloud services.

The company at present consists of 22 employees, including the ground level staffs. There are two broad departments in the company- IT and Administration. Both of the departments are divided into sub-departments.

  • 3.1 Rationale for Company Selection

There are certain reasons for which we have selected Next IT as our organization.

Firstly, the exact ways in which communication is performed by IT companies can be explored by visiting Next IT. That is, it gives us a general idea about intra and intercompany communication of IT companies.

Secondly, a company like Next IT can help us understand various barriers that it may face. This is because, turnover rates in IT sector is quite high (Petrone, 2018). Effective communications can reduce turnover intentions among employees (Nwagbara et. al, 2013). An effective communication strategy is essentially the key to developing effective communication practices.

Finally, since Next IT is comparatively a small organization, the communication activities of the company are not as well-regulated and structured as some large-scale companies. As a result, the management has to constantly deal with various communication issues and barriers. This can help us understand the overall communication strategy in a more effective manner.

4. Findings
4. Findings

Upon conducting the survey, we found the observations as shown as follows. Next IT Ltd. has both intra and inter-organizational communication strategies. They use a wide range of strategies for different types of communications and use both online and offline technology for effective communication.

  • 4.1 Intra-organization Communication

Intra-organization communication is important as it is often the key to achieving linkage among departments, receiving feedback and learning within organizations (Duncan & Moriarty, 1998). Since most work in corporations are team-based, a communications strategy intra-organizational wide is necessary. Collaborative communication strategies must act as a particularly important and powerful tool in enhancing team outcomes (Peters & Fletcher, 2004). Our survey among managers and employee at Next IT Ltd. gave us the following intra-organization communication strategy practices.

  • 4.1.1 Upward Communication by meetings

Upward communication is usually done during meetings. For day-to-day operations, employees talk to their respective superiors during departmental or project-based meetings. If any emergency situation demands the attention of any manager, he or she can be approached by an employee by setting up a meeting.

  • 4.1.2 Downward Communication by use of technology

Downward communication occurs more frequently than upward communication. In case of downward communication, most of it also occurs through messengers and issue trackers. The management assigns tasks through issue tracker and informs the employees about deadlines. But employees are directly approached whenever managers need to bring rapid changes to the workflow.

  • 4.1.3 Horizontal Communication by usage of both meetings and technology

Horizontal communication is defined as communication between departments (in the same level of the organizational hierarchy). In case of direct horizontal communication, employees contact each other directly as necessary. Communication is usually performed through certain tools (like Messenger communication app). Horizontal communication is also necessary in case of certain projects. In that case, project specific meetings are necessary for communication between different departments.

  • 4.1.4 Reports and Minutes- an additional communications strategy

Because of the nature of communication of the organization, reports are usually not necessary for communication. The small size of the organization allows for direct communications whenever necessary. But minutes are maintained for every important meeting.

  • 4.1.5 Communication through modern technology

Next IT Ltd. uses the following tools as part of its communication strategy.

Messenger: The Messenger is an instant messaging application owned by Facebook Inc. It is used by the employees in general to communicate with each other. This is a cheap and efficient alternative to creating a new messaging app/system.

Issue Tracker: An issue tracker is a tool that is used to keep track of each employee’s work progress and responsibilities. This is used by the top-level management of the company for effective Human Resource allocation.

4.1.6

Access to HR Department by direct communication

The employees can directly contact the HR department for any sort of issue that he/she faces. There are no formal or informal barriers in this scenario. Similarly, the HR department directly sets up meetings with employees and passes on information that is necessary.

  • 4.1.7 Lateral communication without any barriers

Employees can set up a direct one-to-one meeting with anybody. To set up a meeting,

one employee usually ‘knocks’ another employee on messenger and proposes a meeting.

The other employee responds and usually sets up an ideal time for both of them to meet and discuss the required agenda. Because it is a small company with a relatively low number of employees, there is no significant barrier to direct communication.

  • 4.1.8 Informal Communication by refresher sessions

Like any other organization, employees also engage in informal communication in Next IT. They engage in personal communication (not relevant to the organization) on a regular basis during lunch-breaks. Furthermore, the company also encourages informal communication by arranging picnics or outings for the employees where they can interact with each other in a comfortable environment.

The intra-organizational communication strategy of Next IT Ltd. shows that the company has a wide range of options for communications at different levels. The company uses both modern technology as well as face-to-face meetings as part of its communication practices

.

4.2 Inter-organization Communication

Interorganizational communication describes the structures, forms, and processes created by the exchange of messages and the co-creation of meaning among organizations and their stakeholders (Shumate et. al, 2016). Next IT mainly needs to deal with companies ordering ERP system. So its main inter-organization communication strategy deals with client companies ordering ERP from it. A second strategy involves managing complaints from clients.

  • 4.2.1 New Orders for ERP

If any company wants to purchase a new ERP from Next IT, they can directly contact a representative of the company from the Support Department. The representative can then set up a meeting to discuss the details of the ERP.

  • 4.2.2 Complaints by a three-step protocol

There is a particular protocol in place for any sort of complaints regarding bugs in their products. Next IT adopts a three-step process regarding this.

  • 1. Firstly, complaints are received by the Support Department. The Support Department immediately logs the problem.

  • 2. Afterwards, the complaint is sent to the corresponding project manager. If the problem is a minor issue, the project manager takes steps to solve the problem immediately.

  • 3. The third step is not required for minor problems. If the problem is a major issue, the problem is sent over to the top-level management by the project manager. The top-level management takes according steps depending on the exact contingent situation.

Figure 1 Three-step process of fixing complaints by Next IT Ltd. 5. Analysis Using available communication

Figure 1 Three-step process of fixing complaints by Next IT Ltd.

5. Analysis
5. Analysis

Using available communication theory, we analyze the communication strategy of Next IT Ltd on the basis of these theories. Though Next IT has a lot of strategies regarding its

communication strategy, a few problems persist. The main aspects of Next IT Ltd.’s

communication strategy is shown as follows.

5.1 The Importance of communication for Next IT

Communication is very important for an organization, especially in the IT industry where

the world can change overnight. Today’s workplace is more connected than ever before.

But while technology provides nearly endless options for improved efficiency and communication conference calls, video conferencing, instant messaging, productivity tools — it’s also, in many ways, pushing employees apart.

Next IT uses messenger for internal communication and through the Issue Tracker they can instantly pass on updates or queries related to work. The Issue Tracker is an example of intranet- an internal organizational network. The intranet network supports teamwork and enhances organizational learning (Bottazzo, 2005).

The external communication is handled by the support department. The employees have excellent communication skills and they help the external stakeholder understand the application. A slight mistake in communication in any of these steps can result in failure of the whole project. This is deadly as inter-organizational communication is proven vital to sustain relationship between organizations particularly between consumers and suppliers (Redza et. al, 2014) .

Miscommunication can result in corrupted software, multiple employees working on the same task, losing trust of stakeholders, misinformed decision making and reduced productivity. So, the organization must maintain a flexible communication channel at all times.

5.2 Communication in Next IT

We now take a critical approach in determining the effectiveness of Next IT Ltd.’s communications strategy. We analyze the strengths and weaknesses of Next IT Ltd.’s

communication strategy.

  • 5.2.1 What works for Next IT

The Upward communication in Next IT is pretty efficient. The employees can simply ask for guidance over messenger group and meet the seniors for a meeting when they have time. The organization also has good HR management which can be contacted about any problems.

The upward communication style thus shows the effectiveness of Next IT Ltd.’s

communication strategy. This also helps Next IT in retaining employees as often

miscommunication between employees and managers lead to turnover.

The Downward communication is done through messenger and issue tracker. Both of these allow for fast communication. The issue tracker can quickly notify the employee about his next task.

For Horizontal communication the messenger group is a very effective tool. It is a cheap and efficient tool for people to keep in touch. The employees also get a chance to socialize not only with their own department but with people from other departments too.

The company also nurtures the grapevine. The friendly management encourages employees to interact in lunch breaks and even arranges occasional informal treats for employees. This strengthens the relationship among employees and managers and enhances communication among the two parties.

5.3 Barriers to Communication

In spite of having effective communication strategies, Next IT faces challenges. The communication in Next It faces a lot of challenges while conducting communications. Some of these challenges that we observed are explained as follows.

  • 5.3.1 Absence of non-verbal clues

Next IT conducts most of its communication through messaging apps, software or over phone. In such cases, the non-verbal cues maybe lost in communication.

5.3.2

Information Overload

Next IT support department have to explain complex application usage to external stakeholders. In many cases these phone call can be very instruction intensive and become confusing for the other party. In such cases, they face problems with information overload.

  • 5.3.3 Perceptual Differences

Because the employees of Next It change very frequently it is hard for the new employees to keep up with company jargons and these new employees can sometimes feel left out of the communication process.

5.4 Measures taken by Next IT to clear barriers

Fortunately, Next IT understands there are limitations to its communication strategy. Therefore, it has undertaken steps to combat them. Some salient measures taken by the company to remove communication barriers are explained as follows.

  • 5.4.1 Social gatherings to improve relationship

Next IT arranges many social gatherings and ice breaking sessions to welcome new employees to their organization. These events help to clear any feelings of discomfort for new employees and helps them settle in the new office culture. Furthermore, these type of social event increases inter departmental communication among employees. This along with the small size of the organization have helped to ensure a bonding among the employees. This bonding has helped them to manage conflicts sometimes even without the presence of any fixed conflict management techniques.

5.4.2

Quick and accurate response to reduce miscommunication

The introduction of the Messenger as an official tool of communication in the workplace has led to quicker response among the employees. This has led to an effective grapevine communication system within the organization. As Messenger is used by employees and managers alike outside their workplace, the familiarity and ease of use will fasten the communication in the organization. Additionally, it can be used as a tool for inter- organizational communication (Sellberg, 2018).

Alongside, the “Issue Tracker” on the other hand helps others to know the progress of an

project distributed earlier on. As a result, everyone is having a greater access to accurate information.

  • 5.4.3 Familiarization with the office culture and jargons through refresher

sessions

Next IT through its social gathering works to ensure that the new employees are getting familiarized with individuals within the organization. But Next IT through these sessions are trying to create a perception about the kind of organization it is in the eyes of the employees. Besides, the arrangement of both inhouse and outside training of the employees make them acquainted with the jargons and norms of the company. These measures help to reduce the possibility of miscommunication. The reason being that such measures increase organizational commitment and job satisfaction. Several aspects of organizational communication are directly linked with organizational commitment and job satisfaction (De Nobile, 2016). As a result, communications increase among employees and managers in the organization.

6. Recommendations

On the basis of the problems faced by Next IT Ltd. with regards to their communication barriers and the steps taken by them, we recommend the company to follow the given steps in order to develop an effective and efficient communications strategy.

  • 1. Arrangement of formal meetings

Dependence on the Messenger and Issue Tracker app have reduced the formal meetings as jobs are distributed and the task progress are seen monitored through it. But in the software side, one-minute detail may hold up the progress at one position for a long period of time. This might send wrong message to other members working different projects. Thus, periodic meetings with agenda discussions among groups overseeing one project and all the employees should take place in order to ensure everyone is on the same page. This will also help other members cooperate more effectively as they can prepare themselves through briefings.

  • 2. Acclimatization of new employees The programs arranged for new employees are minute in contrast to the effects of communication in workplace. The new employees who are not accustomed to Messenger might feel alienated in their own workplace, hampering their efficiency. Thus, mechanisms to ensure physical meetings are encouraged as well as steps to make them accustomed to the app should developed.

  • 3. Conflict management techniques Whenever a conflict arises as a result of miscommunication there is no fixed mechanism in place in Next IT. As a result, the probability of conflicts spilling over

is

high.

Thus,

Next

IT

should develop mechanisms, such as presence of

ombudsman, meetings to ensure information overloads are avoided. Miscommunication should happen, the HR needs to ensure to clear that out quickly.

  • 4. Creation of Communication Department

Like many Multinational Corporations Next IT should have a communication department. This department would ensure that any message sent out by any department are coherent with the company stances and policies. This would reduce the probability of information lacking or overload at different touchpoints such as by the sales department while the selling of an ERP software and support department while handling any complaint.

  • 5. Projector televised training over one on one sessions Instead of the present one on one session that is being used to acclimatize the freshers with their tasks and job repertoire should include more of training sessions televised through projector. According to the freshers, through our interviews, we learnt that the one on one session with seniors and mentors even if is really helpful, takes up a lot of time and lacks the opportunity to cover more within the training period of 1 month. Thus, projector televised training sessions will equally help more individuals in less time making the best potential use of the training by both parties.

7. Conclusion
7. Conclusion

Communication has always been one of the most important, if not the most important parts of any organization. Communication. On one hand, communication is absolutely necessary for organizational growth and on the other hand, effective communication is one of the things that create the most difference from an organizational perspective because it fine tunes the company to deliver the highest possible value

The IT industry is the one of the most promising sectors globally in the 21st century. The growth of this industry has also touched Bangladesh and has started to shaped our technology-based culture in a whole new way. But due to the unfamiliarity of this sector, new challenges arise every day. These challenges can be both inter and intra company. Although there might be lots of technical issues too, miscommunication is one of the constant factors that lead to lower productivity and higher rates of dissatisfaction both inside and outside the industry. In addition to that, because of the industry being relatively new, the need for optimum communication is far more than it ever has been. So, the companies including the one we have worked on should focus on proper communication channels and effective methods to tackle communication barriers to ensure higher productivity and satisfaction, shaping the way for a truly modern and prosperous Bangladesh

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Appendix
Appendix

Appendix A: Details of Interviews

Interviewee: 1. Mr. Aminuddin Engineer, Software Department

(Working in Next IT for 1 year)

2. Mr.

Mansur

Mahamud

Quality

Assurance Department, (Working in Next IT for 8 years)

3. Ms.

Anowara

Hakim

Head,

Administration Department (Working in Next IT for 2 years)

Date of Interview: 15th November, 2018

Appendix B: Interview Questionnaire

  • 1. Questions on formal communication

What are the policies for inter-organization communication?

What are the customer-touchpoints?

How do you lay off employees?

  • 2. Questions on vertical communication

What are the protocols in place for discussing matters with seniors/juniors?

Can you skip steps?

How does an enacted policy trickle down? Are the opinions of others taken into consideration?

  • 3. Questions on horizontal communication

How do you communicate between departments?

How do you coordinate projects?

  • 4. Questions on written communication

How do you summarize meetings? How is it stored/communicated?

How often do you have to write reports/memos etc.?

  • 5. Questions on informal communication and grapevine communication

o What are the scopes of socializing? o What are the ice- breaking opportunities (for new-comers)?