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Managing Communications, Information & Knowledge

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1. Introduction

Effective business decisions depend on accurate information and appropriate interpreting of the data. Information and knowledge are being used in decision-making ways play an essential role to survive in the competitive and continuously changing business market. Stakeholders of business having an interest in business and the power to influence business can change and take a decision (Schermerhorn, 2013). Good relations between stakeholders and organisations are significant, and information communicated must be appropriate and effective. The information collection and storing process also need to be systematic. So, stakeholders and proper information may support achieving the organisation’s goals and objectives. The author will discuss various aspects of the communication and development plan of Heathrow Airport Ltd in this paper and analyse the outcome.


2. Task 01
Task 1.1

Communication is a process of sending and receiving common and shared messages. There are two types of the communication process in any organisation these are_

Internal communication system: Internal communications are made within the organisation. The process being used in Heathrow’s is sending, encoding, decoding, transmission and providing feedback by the oral and written way that is a traditional approach. Issuing or using memos, notepad, letters, etc., as written communication. A phone call and other wireless devices are used for oral communication.

External communication:

The main parties whom Heathrow communicates outside the company are stakeholders and the final customers, and this communication is processed by oral, written, online, and direct contact by the meeting are all external processes of communication. The main focus of external communication with these interested parties is an advertisement.

Organisations need to promote active communications with the stakeholder’s customers and employees to get organisational accomplishment.

The existing process of collecting, formatting, storing and disseminating data

Collection and formatting of data: 

Interviews: Information can be collected through personal, formal or informal interviews from the customers or employees by the Heathrow authority.

Survey through questionnaires: Heathrow can collect and format data by asking questions to the customers and employees of the company. 

Meeting and discussion: Heathrow’s managers can arrange an appointment and discuss some topics to collect and format information.

Storage and dissemination of information:

After collecting and formatting the information, Heathrow needs to store and disseminate that information. Some of the modern technologies are used to store and transmit info. This can be done using a hard drive; Network-attached storage (NAS), flash drive, Optical drive, solid-state drive (SSD), USB thumb drive etc. 

Task 1.2

How to improve appropriateness of the current communication process of Heathrow:

Integration of communication systems with Heathrow’s management systems is necessary to be successful in communication. The communication planning may include defining the goals and objectives, key messages, current situation, communication strategy, and target audience. For better future improvement, it should consist of:

Modern technologies: Model technology facilitates an organisation to enhance appropriateness to a great extent.

Enhance communication skills: Organizations can improve appropriateness by enhancing the communication skills of human resources.

Customer opening: Customer opinion mainly derived from the feedback process. Using information gathered by the feedback process can be used to attain organisational appropriateness. Employee participation: The organisations should ensure employee participation to improve corporate suitability.

For the best output from the communication, Heathrow must ensure the stated logistical support for improvements of the organisational appropriateness.

Changes to improve the collection, formatting, storage and dissemination

Data collection changes: 

Previously, Heathrow planned only to collect the primary data by the survey, observation and meeting, and discussion, but they also need to collect the secondary data for better information accumulation. Heathrow can collect secondary data from other news, records, journals, publications, etc. In this case, Heathrow can collect reliable secondary data from their magazine or government publications. When ordering the secondary data, they need to check that the data is updated, relevant and dependable.

Changes in formatting: 

After collecting data, the relevant data must be appropriately organised, and irrelevant data must be filtered. In this case of formatting, data should be evaluated by some proper balance that interprets the collected data from the customers and employees. For example, the collection of respondent’s information gathered using a survey is mainly qualitative. However, for further analysis, the quantitative data is preferable to using Lickert’s scale. By using these methods, data of market research can be formatted.

Changes in storage and dissemination: 

Virtual and physical data storage can be followed as it will make data easily transferable to the users of the data in Heathrow. Priory data dissemination was limited to only hand to hand distribution to Heathrow’s users. But now data must be organised in a way that everybody can understand its significance. Data dissemination charts and diagrams can be used to make the data more valid and understandable to the information users.  

Task 1.3

How improvements can be implemented:

The information has communicated the need to be valuable and related to solving problems and issues. The relevant information needs to be formatted and stored in the organisation. The dissemination of information is done after verifying the receiver of data and using appropriate media for dissemination. All the processes need to be systematic for collecting, gathering and disseminating information. Information collection can be a content-oriented or problem-oriented approach, and the method can be traditional and innovative. For determining the data basis, the data should be effective and efficient according to dissemination. So, for day-to-day business operation, the knowledge and information system is crucial and should keep updated by continually getting better methods and levels of collected knowledge and information.

How Strategy to be implemented:

After selecting a strategy through which better access to the information can be made, the next step is implementing that strategy perfectly. There are some strategies to be implemented, and some of those are the extranet and intranet, OLAP, Content management systems; Data warehousing, Simulation tools, data mining, Artificial intelligence etc. 

Implementation process: 

In a strategy, there are some steps to be followed, and those steps are discussed below:

Step 1: According to the internal and external issues of Heathrow, what information they need to access to achieve a particular goal have to be clarified and determined first, and how much budget Heathrow would need is to be calculated. 

Step 2: In the second step, the company employees must be informed that there would be technological and cultural changes in Heathrow premises.

Step 3: Make a team of members who will work for the knowledge management implementation process.

Step 4: An assessment must be made over what and how many technologies would be needed. How much budget would be required for the implementation should be examined and coordinated with Heathrow’s financial resources ability?

Step 5: The critical character of the strategy of knowledge management requires being done. Some essential nature is;

  • The system will be open so that the organisation’s human resources can access the resources from anywhere.
  • Well, distribution of the system to more than one server so that the employee can access the information from any wing all over the organisation.
  • Access to the information will be measurable, and knowledge and information should be checked. 
  • Information customisation may be needed to provide better information and knowledge support to all over the organisation.
  •  Finally, a secured and backup system is required for knowledge management.

Step 6: Make a linkage between the information systems and the users of the organisation.

Step 7: Initiating the Groupware and KM 2 approach

Step 8: Monitoring, reviewing and updating the Groupware and KM2 strategy from time to time.

By this strategy process, Heathrow can make access to the internal and external users of the company. 

The organisations need to initiate successful communications with the stakeholder’s customers, employees to obtain organisational achievement. Organisational appropriateness is required to attain organisational success.

Task 1.4

From the overall discussion about the existing communication systems and future improvements for Heathrow’s, it is assumed that the traditional communication approaches are the basic sense of organisational communication. But, in the changing business environment and competition, every business organisation must go for technological advancement. Heathrow should use modern technology for better communication systems and make their business more manageable than before in managing customers, suppliers, managers, employees and other stakeholders. Better communication helps to improve product quality as well as services. The communication systems and appropriate information are necessary for information system development, collecting feedback from served customers of Heathrow’s and ensuring long-term purposes by implementing the development projects day by day and concerning the changing trends.

3. Task 02
Task 2.1

To develop a communication development plan, I must know about my current position in this scenario of the modern business era. So, this is also called self-assessment that is given by SWOT analysis of mine_


Fluent speaking 

Friendly with new people

Managing people


Nonverbal communication sometimes not make sense

Not free with superiors


Good at presentation 

Interaction with many resource persons from many seminars and have access to their office.


More skilled people around me

No professional certificate

To develop a plan for the specific sector, it must create the objective, schedule for plan implementation, the course selection and so on. So, my communication development plan should be

Communication Development Plan


Objectives for Development

Activities to attain my objectives

Resources requirement

Targeted time frame

The actual date of achieving my objectives



Communication skill development


Beginning level to achieve proficiency in higher-level business communication.

Supportive courses, study, help and materials. 

July 2016






Develop a way of communication


Participate in workshops and seminars. 


Optimum efficiency in gather knowledge


September 2016







Advanced relationship skills


Applying knowledge and practising methods with others


Transformational communication development courses.


October 2016



Detailed plan analysis

First, to develop non-verbal communication skills and gather knowledge for better communication face to face interaction. In this present diversified business world, there are different types of knowledge and approaches to develop communication, which are crucial for their regular business activities. Studying diversified materials and journals, and motivational videos can make one’s communication performance better.

I hope different types of workshops, conferences and so on are the most helpful events in developing communication as individuals share their perspectives, opinion, knowledge, experience and other life events with the audiences. So, these types of participation can improve my oral communication.

Finally, applying gathered and shared knowledge in a real-life situation, I have to take that improvement requirement into achievement as an implemented project in my mind.

4. Conclusion

Knowledge is the key to success in any organisational management, but everything is fruitless without communication among the internal and external factors. So, knowledge and information are interconnected, and for this relativity, every organisation should develop their strategy by creating a research and development department. For this development, Heathrow must recruit IT specialists and integrate communication software to spread the knowledge into the whole department within a short time. That helps decision-makers take practical and fruitful decisions in this competitive business world.









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