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.
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There are many ways that employees of a business can communicate between staff members or with their customers.
Text-based Communication
Letter
✓ Traditional - used for formal occasions such as resignations or job offers.
✓ Can be kept and stored for physical evidence - e.g. an applicant's CV.
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X Requires postage costs to be sent in the mail.
X Takes time to be received in the post.
X Can't include certain formats like video.
Text Message (SMS)
✓ Reach a large audience at once with one batch message.
✓ Good for short messages - e.g. reminders for appointments.
✓ Doesn't require an internet connection to receive messages.
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X Limited to short messages with no multimedia.
X Text messages can cost to send per message.
✓ Send information to many people at once.
✓ Can include documents, multimedia attachments and links.
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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.
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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.
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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.
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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 (such as using WhatsApp).
✓ Cheaper (can also be free) to make calls rather than using a cellular network.
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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 etc.
✓ Voice-activated - can be used whilst otherwise busy, such typing or writing.
✓ The language can be changed to suit people's preferences.
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X Huge privacy concerns - companies store audio data for voice recognition and track all commands made to the device.
X Recognition issues - sometimes doesn't understand a command.
Online Communication
Video Conferences
✓ 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.
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X A high-bandwidth connection is required to send and receive video data.
X A poor connection will result in low quality video.
Social Media
✓ Businesses can quickly share information to a large audience, potentially millions.
✓ Posts can be in different formats such as text, images, videos or links to other websites.
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X Businesses must be cautious about what they post, to not accidentally offend others and damage their reputation.
X Posts and responses from customers must be carefully managed, a social media manager should be hired.
Blog / Vlog
✓ Share information with followers in the format of text, images and video.
✓ Blogs and vlogs can unite people with similar interests, such as a cookery blog or travel vlog.
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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:
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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]
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2. Explain what VoIP stands for and what it allows a user to do. [2]
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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]