1. Chapter One (1) Inas A.Hamid

2. Modern organizations operate through different departments charged with community relations, government relations, customer relations, labor relations, human resources – both at the corporate level and at the business unit level. Also they have various stakeholders who play a role in achieving the organizations, objectives. Organizations use communication to communicate with these targets to achieve their objectives.

3. Top management Production Unit HR Finance PR Customer Service The Public Media Customers Employees Government Investors

4. Corporate communication is the total communication activity generated by a company and directed at all relevant target groups to achieve its planned objectives and create favorable relationships with stakeholders on which the company depends. Each item of communication must convey and emphasize the ”corporate point of view and its identity”

5.  Corporate communication requires an emphasis not only on external image improvement, but on internally directed activities to stimulate all employees to work together to support the company's overall objectives rather than focusing on their functional tasks.

6. Why do corporations need to develop effective communication? Corporate Communication

7.  Organizations need communication to :  Acquire resources they need in order to operate.  Communicate with different stakeholders.  Communication with employees to increase their loyalty.  Influence the environment within which they operate.  Retain their license to operate.  Improve the image.  Encourage all employees to work together to support the company's objectives.  Develop the corporate branding.

8. In all organizations, communication flows as the following: vertically and horizontally internally : linking employees internally to each other, to various layers of management. Externally with different targets (customers, government, resource – holders …). formally and informally : which means not all communications in an organization are work related or aiming at fulfilling organizational objectives.

9. Corporate Communications Vertical & Horizontal Internal & External Formal & Informal Management Comm. Marketing Comm. Organizational Comm. Help the organization to : - Create Images - Build a strong brand - Develop Reputation

10. Persuade audiences that the goals of the organization are worth achieving Management level of the organization (all employees with authority) External audiences Internal audiences

11.  Management communications : the communications that take place between the management level of the organization and its internal and external audiences.  Communication is one of the most important skills a manager must have to : ◦ gain the acceptance for the organization's goals. ◦ Develop a shared vision of the company within the organization. ◦ Establish and maintain trust in the organization's leadership. ◦ Initiate and manage the change process.

12.  Communication specialist are needed to support managers in improving the effectiveness of their communications.

13.  They encompass public relations, public affairs, investor relations, internal communications and environmental communication.  Communications between the organization and its audiences (investors, the public, share holders, financial journalist, investment analyst, regulators, legislators….).  Do not directly aim at generating sales but at developing long – term relationship.  Apply a different style of communication: messages are more formal and honest.

14.  Initiated by external parties and that means the audiences decide whether the organization should communicate with them.

15.  MarCom is very important to support management communications.  MarCom gets the bulk of the budget in most organizations.  Traditionally termed promotion.  It is a part of the 4Ps marketing mix (product, price and place).  It aims at facilitating the process of exchange.  The organizations choose the target market and avoid communicating with those that are not commercially interesting.

16.  Marketing communication: all forms of communication between an organization and its customers and potential customers, that facilitate exchanges by establishing shared meaning with the brand’s customers or clients.

17. Packaging Sponsorship Exhibitions Internal Marketing Websites Sales Promotion Branding Personal Selling Branding Word Of mouth Advertising Public Relations Channel Audiences Consumer audiences All Stakeholders Audiences

18.  The most important practices to achieve Corporate integrated communications are: ◦ Use of integrated marketing communications (IMC). ◦ Application of visual identity systems (house style). ◦ Depending on team works. ◦ Adoption of a centralized planning system.

19.  In recent years organizations become aware of the need to produce consistent messages (free of contradictions) and this what we can call “ Integrated marketing communication” to describe a process for building a fully coordinated communication system inside the organization.

20. identifying all target audiences. Segmenting audiences. Determining messages and communications tools to reach each segment. Allocating resources

21.  To produce consistent themes on products and services through the use of common names, logos, sounds, packaging, furniture, building design and even smells.  This led to the emergence of “identity firms” that help the organization to develop a uniform set of symbols, guidelines for employees to create a uniform image for the organization(clothing, way of greetings….).

22. Team Work Common policy and evaluate its execution. Integrated communication Mobilized employees Coordinated teams

23.  It is a software that can be used to ◦ set up and manage communication projects targeted to internal and external audiences. ◦ Manage and control at a general level by providing employees with certain information. ◦ Offers standard structure of reports that can be used in various situations.

24.  Gruing & Hunt (1984)developed four types of PR practices focusing on the nature of communication in different organizations.  These types are : ◦ Press agent- propaganda ◦ Public information ◦ Two – way asymmetric communication. ◦ Two – way symmetric communication.

25. According to Gruing point of view:  The first model “propaganda” is the least desirable form of communication because: ◦ it involves a one-way flow of information. ◦ The organization is not honest about its activities and it effects on the community. ◦ They will also resist efforts to establish a dialogue about it.  The fourth is the best type. ◦ It involves a company in two-way symmetric communication. ◦ Under this model, both parties are open and truthful about each other's point of view to arrive at a common understanding.

26. Types Press agent propaganda Public information Two-way asymmetric Two-way symmetric PurposePropagandaTransmit factsFeedback & persuasion Mutual understandi ng CommunicationOne-way,little respect to truth -One-way - -truthful, complete facts Two-way, in favor of the sender, accurate info. Tow-way,balance interest. Type of organization Entertainment & sport Organizations -Non- Profit& governmental organizations -Instructions about health and safety procedures given to employees. PR agencies, competing Organizations, pharmaceutic al organizations.

27.  What will happen if the organizations' departments are not coordinated in the way of creating consistency messages?  How can organizations limit fragmentation in their communications?

28. You are working in the PR department in one of the famous private hospitals that has many shareholders. In one month, two patients passed away in the operation room as a consequence of poisoned oxygen given to them. Their families quickly stepped into the public spotlight, responding initially to the media. According to this case study, answer the following questions:  Why should the hospital communicate with their shareholders, employees and the families of death patients?  How can the hospital use the Internet effectively to communicate with media regarding this problem?  Which type of PR practices you will use in this situation (propaganda, Public information, Two-way asymmetric communication, Two – way symmetric communication). Why?  Depending on your knowledge and readings in the concept of reputation; discuss the steps you may follow to save the reputation of the hospital.   While managing the crisis, the hospital need to produce integrated marketing communication. Discuss

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