Communication can take many forms in an organisation both internally, between different members of the same company, and externally, between members of a company and those who are outside the firm such as customers, suppliers and shareholders. Both internal and external communication can occur in any one of the following ways, written, verbal, visual or electronic.

BUSINESS LETTERS

These are the most widely used forms of external written communication. They can be sent to customers, suppliers and to any other individual or business associated with the firm.

A business letter provides a written copy of the message to both the sender and receiver.

It is important that business letters are well presented, containing no errors, in order to promote a positive image of the business.

This is the most commonly used form of written internal communication. A memorandum is less formal than a business letter as it is not usually signed, but it provides a written record of the message sent and received by individuals within the firm. Today many memoranda are sent by E-mail, especially if they are going to other premises within the same company, so combining new and more traditional methods of communication.

The format of a memorandum may vary, but all will contain headings to indicate 'To' whom they are sent 'From' whom they originate and the 'Date' they were issued. In addition, some firms may also include a 'Reference' and a 'Heading' or title to indicate the main content of the message.

These again can be both internal and external. External notices may be placed outside premises when advertising for staff or in the press when announcing a shareholders' meeting. Internal notices may have similar purposes but will appear on notice boards in corridors or rest rooms. Some larger companies may also use an 'In-house' journal, or company newsletter, in which details of company news and developments, social activities and vacancies can be announced.

A number of meetings take place within any business. Staff need to meet to discuss issues such as sales, staff appointments, company policy, etc.

Each member of staff who attends that meeting will receive an agenda prior to that meeting to inform them of the business to be discussed at the meeting.

After the meeting minutes will be distributed to staff outlining the issues discussed at that meeting.

If the group has met before, it must first agree that the minutes (i.e. the record) of the last meeting are accurate. It is very important that they are a correct record. They will be checked, if there is any future disagreement over what was decided.

2. Matters arising from the minutes

One of the main activities under this item will be to discuss any business left unfinished at the end of the previous meeting. Often the minutes will include instructions, known as action points, e.g. letters to be written. These will be checked at a later meeting under this agenda item.

This will consist of statements from members of the group who have special responsibilities, e.g. the chairperson.

The main part of the agenda will consist of the discussion of a number of issues. Often the discussion will end with a vote on a motion. This is a short statement which identifies exactly what decision is being suggested.

This item can be used by any member of the meeting to raise any matter related to the work of the group. Usually notice has to be given to the chairperson.

It is usual to agree on the date of the next meeting as the last agenda item.

What are the advantages of written communication?

1. It provides a copy of the message so there can be no confusion or misunderstanding about the nature of the message.

2. Confidential or personal messages can be sent in sealed envelopes so they will only be read by the receiver.

3. Written messages allow the recipitient time to study the request before making his/her reply. This is important as all available options can be studied and the best option chosen.

1. Written messages are expensive to produce, especially when they need to be mass produced.

2. Feedback can be slow, especially if the reply has to be written also.

3. Copies of messages may get lost, or fall into the wrong hands.