Unclear Installation Instructions for BOLDFlash Flash Drives - Essay Sample

Introduction

Currently, BOLDFlash does not provide customers with easy and proper instructions about using the new Flash Drives. The guidelines offered for installation are vague and ambiguous for layman customers to understand. Also, in the instructions, the document only asks customers to contact the support team in case they need further information. However, the document does not provide contact information or a link where customers can contact the team. The material or website does not provide a communication channel where customers can provide their feedback, suggestions, or concerns. This problem is significant because, without a feedback channel, BOLDFlash is unable to determine the areas that need enhancement and those that need improvement. The language used for instructions of product installation is also in the passive voice. This language is too formal and does not speak directly to the customers. The product installation documentation is also done in Word format. Although this may be a faster method, it may not be the best because it does not provide clear guidelines, sometimes; visual representation is needed for a more precise understanding of instructions.

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Communication Training Plan

The communication training plan will include more specific instructions with details relating to the existing process, and improving the effectiveness, impacts, and quality of information being communicated. The Marketing and R&D departments will also be trained about visiting the websites of other successful organizations and how to find information from other web pages that will provide more detailed information regarding product installation and specifications (Silver, 2015). The training will be designed in the form of e-learning and video tutorials that align with the current communication goals. Training will include how other companies design their product descriptions and demonstrations of better methods of presenting product installation instructions and other relevant details (Murray, 2011). The training team will directly focus on training managers and the support team to make sure that the company goals are considered during any communication. The training team will extensively use verbal and visual communication for the training of involved stakeholders. Mobile division managers will be trained on how to communicate the guidelines to other BOLDFlash stakeholders effectively.

Adaptation

Technical Services training adaptation will include information about product specifics, product description, and guiding users about product installation. The group will be given illustration guides, graphic manuals, and traditional manuals to guide them through the training. The training participants will be allowed to ask questions, offer comments, and provide feedback or concerns regarding communication and training endeavors (Gerson & Gerson, 2014). For feedback, the communication team will use social media comments or reviews, wikis, survey questions, and direct phone calls. Apart from the technical support and marketing teams getting communication training, other stakeholders will also be considered. For example, all heads of departments and the staff of the manufacturing department can be given the mandate to go through the product documentation to enable them to understand the Flash drive installation process.

Reasoning for Change

BOLDFlash needs to make communication changes to retain existing customers and to attract new ones. Effective communication in the organization will support all the relevant departments and ensure that they all collaborate to provide clear instructions and operations. The customers are the end-users of any product in the market, and therefore they are the most important stakeholders who determine the failure or success of the product. Having clear communication goals that target the needs of the audience will ensure that they are satisfied and thus leading better recommendations to other potential customers (Everse, 2012). Clear communication strategies targeted at customers will also reduce complaints and product returns. When the needs of the end-users are adequately met, it improves the image of the company and boosts sales and the competitive advantage.

References

Everse, G. (2012). Four Steps to Building a Strategic Communications Capability. Retrieved from https://hbr.org/2012/03/four-steps-to-building-a-strat

Gerson, S. J., & Gerson, S. M. (2014). Technical communication: Process and Product (8th ed.). Boston, MA: Pearson Education.

Murray, K. (2011, September 1). Five tips for planning training sessions that work -TechRepublic. Retrieved from http://www.techrepublic.com/blog/five-apps/five-tips-for-planning-training-sessions-that-actually-work/

Silver, J. (2015, June 17). 5 Effective Employee Training Techniques That Work. Retrieved from https://www.linkedin.com/pulse/5-effective-employee-training-techniques-work-jason-silver