Standard 5.2

1. Standard 5.2 Objective 3 Students will identify resources to communicate with customers and employees

2. Ways to communicate with customers • Email • Internet • Phone • Call • Text • Personal • Social Media • Etc.

3. Email • Group emails are sent to mass numbers • Usually sent out for general information • Reminders, Links, and helpful information are directed towards members/customers • Individual emails are directed to individuals or small groups • More personal • Quick and easy two-way communication.

4. There are many forms of communication through the internet including • Company websites • Forums/Reviews • Blogs

5. Phone • Phone contact can be • Customer calling company • Company calling customer • This is not just limited to phone calls • Text • Contact • Notification

6. Personal • In person • Face to face • Great way to read emotions • Usual method preferred by customers • Sometimes difficult by location or company set-up • Internet companies can’t visit all customers

7. Social Media • Fastest growing form of communication • Pages set up like websites that allow customers and potential customers to contact the company or one another. • Promotions set up for different interactions • “Like us” to receive coupons • Quick, cheap and easy • Can be used in a variety of ways • Advertising • 1way communication • 2 way communication

8. Social Media types • Videos • Pictures • Review type sites • Friend & Follower types • Facebook • Twitter

9. Communication continues • As technology comes and goes, so will forms of communication with customers. • Companies will decide what form of communication best meets their needs. • Cost, Ease of Use, and Effectiveness will always be main considerations.

10. Inter-Office Communication • Communication is key to success of any company • Companies use many of the same forms of communication with their employees as they do with customers including: • Phone • Email • Personal • Internet (Intranet too)

11. Employee Communication • Memos are used, but have been replaced by faster, easier methods • Email is one of the most popular methods of communication with employees • Internet or Intranet programs allow access to information for employees both when at work or home. • No matter which form of communication is used, it should be clear and precise to understand, and only intended to be seen by those involved.

12. Employee Evolutions • There are variety of methods to evaluate employees • Some of the more common methods include: • Surveys • Reports • Records • Observations • Pull Data from computer or time info • Actual work performed

13. Evaluations continued • Different companies will decide which forms of evaluation most accurately assesses their employees. • Evaluations should be fair and results should be meaningful • Results should be measurable. • Standards for observation should be uniform.

14. Why evaluate • When things are measured • Quality improves • Employees like to be noticed for the quality work they put it. • Poor workers need to be noticed • Companies base many decisions off of evaluations • Pay raises • Promotions • More freedom in the workplace

15. Evaluation Results • Should be kept confidential • Reviewed with the employee • Should be backed by more than an “opinion” • Opinions are based on facts • Example : Joe has been late to work 11 times in 14 days….an opinion about Joe being late is valid. • Goals and Future plans should be set up with the employee

16. Employee Communication Employees can be a company’s best asset and need to be communicated to reflect that feeling towards them. Some communication should be done in person • Firing • Personal matters ……