2.5 & 4.2: Communication Methods
Exam Board:
OCR
Specification:
2016 - Unit 1
Sections 2.5 and 4.2 are very similar so both are mixed within this page.
There are many ways that employees of a business can communicate between staff members or with their customers.
Text-based Communication
Letter
✓ It is a traditional method of communication that can be used for formal occasions such as job offers or resignations.
✓ It can be kept and stored for physical evidence - e.g. keeping an applicant's CV in case an opportunity arises in the future.
X Requires postage costs to be sent in the mail (a first-class stamp is now £1.65). Overseas delivery is even more expensive.
X Takes several days time to be received in the post and may be lost.
X A letter can't include certain formats like video.
Text Message (SMS)
✓ Can reach a large audience at once with one batch message.
✓ Good for short messages - e.g. appointment reminders or confirmation codes for two-factor authentication.
✓ Doesn't require an internet connection to receive messages.
X Limited to short messages (160 characters) with no multimedia.
X Text messages can cost to send each message.
SMS stands for Short Message Service.
✓ Easily send information to many people at once, instantly.
✓ Can include documents, multimedia attachments and links.
✓ Can send targeted emails to customers on a mailing list with new products or sales promotions.
X Important messages may be lost in the spam folder.
X Phishing scams can spread malware via email attachments.
Instant Messaging
✓ Works in real-time - messages are sent and received instantly.
✓ Attachments and hyperlinks can be sent.
✓ Can be used by support staff to help customers in real-time.
X Quick speed means it's less suitable for formal conversations like interviews.
X Internet access issues will disrupt any conversations.
Voice-based Communication
Cellular
✓ Can hear how something is said, unlike text responses.
✓ Fastest method of communication - also allows reactive conversations that can quickly change based on previous responses.
X Impacted by cellular reception - won't work in remote areas / underground.
X Can't see the other person's body language, presentation or facial expressions.
Teleconferences
✓ Allows for groups of people to communicate at once.
✓ Businesses can use teleconferencing to communicate between offices / individuals across the world.
X The quality of the call may be affected by a group's poor reception.
X Because a group is communicating, people may speak over each other, especially if there is a time delay.
VoIP
(Voice over Internet Protocol)
✓ Allows a user to make calls over the internet (e.g. using WhatsApp).
✓ Cheaper (can also be free) to make calls rather than using a cellular network.
X Relies on a good-quality internet connection.
X Can potentially be less secure than cellular connections.
hi there
Personal Assistants
✓ Speeds up processes by making appointments, checking information or connecting to smart devices.
✓ Voice-activated - can be used whilst otherwise busy, such as typing, cooking or driving.
✓ The language can be changed to suit people's preferences.
X Huge privacy concerns as companies store audio data for voice recognition and track all commands made to the device.
X There may be recognition issues as sometimes the assistant doesn't understand a command.
Online Communication
Video Conferences
✓ Users can connect to the call (e.g. using Zoom, Skype, or Google Meet) remotely, saving time and money instead of all travelling to one location.
✓ Can be used for interviews as it allows the applicant and the interviewers to see each other and look for body language.
✓ Users can share information visually, such as designs.
X A high-bandwidth connection is required to send and receive video data reliably.
X A poor internet connection (e.g. a weak WiFi signal) will result in low-quality video that may stutter or drop out, making it hard to communicate clearly.
Social Media
✓ Businesses can quickly share information with a large online audience, including new potential customers.
✓ Posts can be in different formats such as text, images, videos or links to other websites.
✓ Direct messages sent on social media may be seen and responded to faster than alternatives like using email if push notifications are enabled on a phone.
✓ Some social media sites like Facebook allow for private, invite-only groups to communicate with like-minded users in a secure way.
X Businesses must be cautious about what they post so as not to accidentally offend others and damage their reputation.
X Social media posts and customer comments must be carefully managed, so a social media manager should be hired.
Blog / Vlog
✓ Share information with followers in text, images and video formats.
✓ Blogs and vlogs can unite people with similar interests, such as a cookery blog or travel vlog.
✓ Companies can use a blog to promote new products and provide details of upcoming events to try and attract new customers.
X Takes a lot of effort and time to create posts, especially editing videos for vlogs.
X Bad behaviour or language in vlogs can bring punishment. Several YouTubers have lost their reputations following videos they have posted.
Questo's Questions
2.5 & 4.2 - Communication Methods:
1. Describe three advantages and three disadvantages for each type of communication method. You will need to think of or research some more than the examples listed on this page.
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a. Letter
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b. SMS (Text Message)
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c. Email
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d. Instant Message
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e. Cellular Call
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f. Teleconference
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g. VoIP Call
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h. Personal Assistant
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i. Video Conference
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j. Social Media
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k. Blog / Vlog [6 each]
2. Explain what VoIP stands for and what it allows a user to do. [2]
3. Describe which communication method would be most appropriate for the following scenarios and why:
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a. Informing your boss you are going to resign.
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b. Communicating with management about raising your pay.
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c. Chatting to team members about when the Christmas party is.
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d. Sending promotions to thousands of customers.
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e. Interviewing a potential new employee who is in a different country.
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f. Talking with a group of investors about the company's latest data. [2 each]