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2. Business Communication CASE STUDY (20 Marks) Employees were very positive about the SnapComms employee communications tools and the pilot process in general. The pilot team set up an escalation process for employees to leave feedback. “We did not receive one single negative comment about SnapComms, the offline time or anything to do with this pilot or process.” A survey was also conducted with staff in the pilot group to assess their satisfaction with each of the SnapComms tools. The results were very encouraging and endorsed the positive feedback that the Internal Communications team had received during the course of the pilot. Standard metrics that were collated for AHT, such as problem resolution, customer satisfaction and commissions were broken down so that results for the pilot and control groups could be separately identified.

3. Improvements in resolution rates were made following the pilot. In terms of commissionable sales, the Gen Y pilot group performed better than the control group and their Gen X and Baby Boomer counterparts, and suffered more when the offline time was withdrawn. Following were the key benefits of SnapComms channels Messages delivered fast and read promptly by employees Easier for employees to access critical or time sensitive information Comprehensive, robust reporting and measurement Reduced volume of content sent due to content filtering and aggregation Visual, fun and eye catching ways to send information Reinforced employee learning

4. Answer the following question. Q1. What was the impact Snap Comms on business KPIs? Comment. Q2. What was the employee response to the Snap Comms? Discuss.

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