Business Communication Dr. Aravind Banakar –

Business Communication CASE STUDY (20 Marks) Saleh Ghasemi is the Director QHN Technical Services, which is part of HHC Enterprise Information Technology. Ghasemi and his team of 40 are responsible for all the desktops, the service desk and helpdesk, web based applications and intranet across 5,500 users in two major hospitals and satellite clinics. Queens Health Network is a member of HHC and a major healthcare provider in the borough of Queens. A major part of Ghasemi's role is to provide business continuity in a 24/7 organization and manage all the IT communications between Technical Services, Administration Services, patients and hospital staff.

Ghasemi had been frustrated by the available hospital staff communication channels not being fit for purpose for conveying urgent IT notifications. They were mostly using mass broadcast s and the intranet. Ghasemi explains that, “ s became irrelevant to people. After a while they were not even reading them because they all sound the same and look the same.” In common with many healthcare environments the limitations of were glaring. “We couldn’t really communicate with everybody in our organization because we still had a good population of people who did not have accounts. And if they did have , they did not have computers to access them in an emergency or even a regular basis.”

Ghasemi always thought there was a better solution — something with “bells and whistles” that will actually pop up on the screen and get the attention of staff. He came across the SnapComms’ hospital communication channels while researching alternatives online. In March 2011 the Technical Services team implemented four new staff communication channels — SnapComms Desktop Alert messages, Scrolling Newsfeeds, Staff Quiz and Staff Surveys and Corporate Screensavers — across QHN.

Answer the following question. Q1. Give an overview of the case Q2. Why Saleh Ghasemi was unhappy with internal communications through s? Discuss.

Global Study Solutions Dr. Aravind Banakar –