responding to posts

David Printy posted Nov 10, 2021 5:42 PM

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I have chosen technical support as my target audience. I chose this group as they are the voice of the company when the product fails. They are often overlooked as a subunit of sales, and they have a good understanding of what customers need since they interact with customers in less than ideal situations. 

Starting with the Demographic Analysis.

What are my reader’s political and religious affiliations?

While no group is entirely homogenous, research shows that most employees in tech firms lean left politically (Pearlstein, 2018). As for religious affiliations, no study points to one religion over the other. In this situation, I am referencing it would, of course, be based on a US tech support group. Those workers in other countries may be more homogenous in their religious affiliations. 

What are ethnic, racial, and cultural groups represented in my audience?

Tech workers in the US tend to skew white and male overall (Recruiting Innovations, 2021). The next largest group is Asian Americans, which would create a pretty homogenous audience with high technical knowledge.

What is my role in relationship to my reading audience? Are we status equals, or are we of mixed-status?

I am instructing a group in this situation, so my status is that of an information agent. I would consider this a mixed status, and information should flow both ways. This allows for a better presentation as it allows for unclear details to be explained to work better for the audience.

These answers were derived by researching the prevalent tech support demographics based on the current US tech demographic. Research. I would have to change my presentation based upon the country the tech support is in and what cultural norms I should be aware of.

Disposition Analysis:

What is my audience expecting from this presentation?

A Tech Support audience will want clear concise information presented in a way that allows them to answer customer questions easily. It should include top-level information with faqs and access to online documentation for review. They should have access to the information before the presentation so that they can offer feedback.

What concerns does my audience have?

One of the key concerns is that the presenter is not an expert on the topic or that the information is presented in a way that does not benefit the worker. In this case, a presentation on a new product that doesn’t address any of the design team’s concerns or problems that they have run into would be problematic, it would lead to distrust in the presenter (Harvard Business Review, 2015). 

What are the audience’s biases again myself or the topic?

This really revolves around pre-presentation preparation. If I have researched my audience well I will have changed the presentation to fit the audience best. In the tech support audience presents information that doesn’t apply or information that is not clear. If I was presenting this in a different geographic location, my appearance or speech patterns could be the source of bias. 

Knowledge Analysis

What information does my audience know about this topic?

Presenting to tech support requires knowing if this specific information is something that they have already been dealing with but no there are official information documents or if this is a new product role out that has new concerns. This audience will be the masters of knowing the most common questions and problems that customers currently have. This knowledge analysis would best be done at the beginning of the presentation to get the current level of knowledge and allow for pivoting to areas that are not understood.

Is there new information in my presentation?

Starting my presentation with areas that the audience currently does not have is a way to make the presentation more interesting than rehashing known information. Presenting new information last risks causing the audience to tune out and get on their cellphones during the presentation (Bariso, 2015).

What questions may the audience have?

Thinking about what questions may be asked ahead of time allows for building tools to answer the questions on the fly or even have printed materials available to hand out at the beginning. This would be key to do a survey ahead of time to build this data set.

Presenting to audiences present a plethora of potential pitfalls to the presenter, knowing your audience allows for mitigation of potential issues. Grabbing the information before also allows the presenter to attune the presentation to the audience so that information is presented and the audience learns the salient points. 

Audience analysis. AUDIENCE ANALYSIS. (n.d.). Retrieved November 10, 2021, from http://faculty.washington.edu/ezent/aaaa.htm.

Bariso, J. (2015, April 6). How to keep your audience from tuning out. Inc.com. Retrieved November 10, 2021, from https://www.inc.com/justin-bariso/how-to-keep-your-audience-from-tuning-out.html.

Diversity in tech by the numbers: Age, race, & gender. Recruiting Innovation. (2021, July 13). Retrieved November 10, 2021, from https://recruitinginnovation.com/blog/diversity-in-tech/.

Harvard Business Review. (2015, August 3). The best presentations are tailored to the audience. Harvard Business Review. Retrieved November 10, 2021, from https://hbr.org/2015/04/the-best-presentations-are-tailored-to-the-audience.

Pearlstein, J. (2018, October 26). Tech Workers Overwhelmingly Support Democrats in 2018. Wired. https://www.wired.com/story/tech-workers-overwhelmingly-support-democrats/

Post#2.

Ankit Patel posted Nov 10, 2021 2:03 AM

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Analyzing Needs

            The audience that I have pick for this discussion is customers. “In most businesses everyone tries to focus on innovation and fail to align their brands with customer needs” (Patel, 2021, par. 1). Customer needs are important because paying attention to their needs will trigger them to buy companies products for example apple it a company that is known for its core customer base which is lightyear ahead of its competitors (Strauss, 2018). “According to research customer-centric companies are 60% more profitable than companies that don’t focus on customers’ needs” (Patel, 2021, par. 1). There are three main area to consider when analyzing audience, they are demographics analysis, dispositions analysis, and knowledge analysis. This main area has three question each that needs to be answered which helps stimulate thinking about the audience. 

Demographics analysis

Q: What ethic, racial, and cultural groups are represented in the customer needs?

             In world full of different belief, companies need to target different groups with different form of communications, so a business know what a specific belief needs. For example, In European economies 20 percent of residential population are either immigrant or descendants of recent immigrant. Even though this 20 percent of population are likely to have very distinctive preferences very few organizations have found effective means of identifying the extent of this population on their customer database of reach them with targeted media or communication (Webber, 2006, p. 226).

Q: What is the average age of my readers? What range of age is represented? 

            Different generations prefer and lean toward communication channels older generation take social media less than newer generations. Generation Z who are born around 1977 are now  turning into one who are largest spending group (Midbari, 2020). For this reason, social media is base of customer needs. The age groups is between 18-50 years of age.

Q: What occupation are represented in my reading audience?

             In understanding customer needs know what occupation the reader is coming from is important, for example making use of big words can make your audience confuse on what you trying to sell them. That’s why most customer requests s simple explanation what a product is about. Occupation targeting allows companies to focus their resource on specific industries. It can help dived groups of people into different location such as cites, suburbs and rural areas (Indeed Editorial Team, 2021).

Disposition analysis. 

Q: What might my reading audience expect from this document?

             A customer might prefer a clear point of what a product is about, what is in the products if it is food or any liquid. Easy to use, safety, esteem, product quality etc. this all thing a customer might expect from a company that is selling a product. The way we can overcome this is to provide as much as information to customer as possible about the products before the customer buy it.

Q: What Concern or problem do my reader have? 

            Some concern or problems a customer might have are, response time are too long with service department. When customer service does not listen to customer needs, Customer often get transfer from one department to another. Rude service reps etc. The solution to this to come up with better communication and training for it to provide better service to customer needs. 

Q: What will motivate my readers? What types of needs do they have?

To motivate a customer needs customer service, need to provide with discounts on the thing they can’t handle for example if the customer service reps and provide a solution then they should provide a customer with discounts which will motivate customer to give positive review. The needs a customer might have is for the service department to provide better service all around. 

Knowledge analysis

Q: What questions might my readers have about my topic?

            The reader in these case will be customer who might have questions about a product of how it will benefit them. Do I want to buy product from this person? Do I need the product? What is the price of the product? Customers ask this question to know if they want to buy the product or not.

Q: What can I inform my readers about that they do not already know? What new information would my readers benefit from? How could they use this new information?

            Informing customers about products details that one might don’t know is important because if someone bought a product and did not like it they might tell others not to buy the products. Giving out new information like the benefits of the products, how long it will last and so on. They can use this information to make a good judgment of weather to buy the product or not.

 

Reference

Patel, S. (2021, August 13). 7 Effective Methods to Identify and Meet Customer Needs. REVE Chat. Retrieved November 9, 2021, from https://www.revechat.com/blog/customer-needs/

 

Strauss, M. J. (2018, June 7). Why Apple is Best When it Comes to Understanding Customers. Medium. Retrieved November 9, 2021, from https://betterthansure.com/why-apple-is-best-when-it-comes-to-understanding-customers-6913acbb19e4

Webber, R. (2006). Using names to segment customers by cultural, ethnic, or religious origin. Journal of Direct, Data and Digital Marketing Practice, 8(3), 226-242.

Midbari, H. (2020, January 19). Top Communication Channels Most Used by Customers in 2020. CommBox. Retrieved November 9, 2021, from https://www.commbox.io/top-communication-channels-most-used-by-customers-in-2020/

Indeed Editorial Team. (2021, November 1). What Is Demographic Segmentation? (Definition, Variables and Examples). Indeed Career Guide. Retrieved November 9, 2021, from https://www.indeed.com/career-advice/career-development/demographic-segmentation

 

 

 

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This is a redo of order . Analysis should be done base on the scenario given which i attached

For this discussion, you will consider one of the audiences listed in the scenario for the Module Five short paper on determining audience needs. Choose one of the following audiences:

  • Research and development (R&D)
  • Manufacturing
  • Sales and marketing
  • Technical support
  • Finance/accounting
  • Human resources
  • Customers
  • Distribution partners
  • Component suppliers
  • Subcontractors

In an initial post, respond to the following:

  • Which audience did you choose?
  • Complete a brief demographic analysis; answer at least three audience analysis questions for this audience. Explain how you came to these conclusions.
  • Complete a brief disposition analysis; answer at least three audience analysis questions for this audience. Explain how you came to these conclusions.
  • Complete a brief knowledge analysis; answer at least two audience analysis questions for this audience. Explain how you came to these conclusions. Use the questions in Article: Audience Analysis to guide your discussion.

In your responses to your peers, compare and contrast your findings to theirs in order to gain a deeper understanding of audience needs analysis.

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5-1 Discussion: Analyzing Needs

In previous modules, we discussed knowing who an audience is in terms of the people who physically make up an audience and some of the best ways to reach them. Another important factor when considering your audience is determining what they need from your communication. For this discussion, you will consider one of the audiences listed in the scenario for the Module Five short paper on determining audience needs. Choose one of the following audiences:

  • Research and development (R&D)
  • Manufacturing
  • Sales and marketing
  • Technical support
  • Finance/accounting
  • Human resources
  • Customers
  • Distribution partners
  • Component suppliers
  • Subcontractors

In an initial post, respond to the following:

  • Which audience did you choose?
  • Complete a brief demographic analysis; answer at least three audience analysis questions for this audience. Explain how you came to these conclusions.
  • Complete a brief disposition analysis; answer at least three audience analysis questions for this audience. Explain how you came to these conclusions.
  • Complete a brief knowledge analysis; answer at least two audience analysis questions for this audience. Explain how you came to these conclusions. Use the questions in Article: Audience Analysis to guide your discussion.

In your responses to your peers, compare and contrast your findings to theirs in order to gain a deeper understanding of audience needs analysis.

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Module 5.Audience Needs Analysis

In Module Five, students will research ways to determine the needs of a targeted audience in order to better conform communications to meet those needs. Determining the needs of an audience is critical to effective, targeted communication.

5-2 Short Paper: Determining Audience Needs

Assignment

Task: Submit to complete this assignment

This course includes five short business-writing activities that will require you to create different types of technical communications. In this writing activity, you will write a memo analyzing audience needs.

For additional details, please refer to the Module Five Short Paper Guidelines and Rubric document.

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Post Response

First post response. Parker Thiersch posted Nov 3, 2021 10:15 AM

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Hello everyone,

Nearly all jobs require some amount of training, and a company can only invest so much into the training program. Generally they make a standardized form of training and ship it out to every employee who needs it, whether its in person training or simply a module based training. Unfortunately there is a lot of waste in spending for training programs, “Companies spent thousands of dollars on training programs without desired results.” (Patki, S., Sankhe, V., Jawwad, M., & Mulla, N., 2021). The article I have chosen, Personalised Employee Training, exemplifies a method for training employees based off of their learning strengths. The article proposes, “that a learner-centric e-learning system using adaptive learning in this paper. This system is designed as such that it will be most suitable to the learner and flexible according to their style as they learn and grow.” (Patki, S., Sankhe, V., Jawwad, M., & Mulla, N., 2021). This means that as a user in the training will dictate they method of training to receive. The program will determine how proficient a user is at learning using specific methods, then once the best learning style is discovered it will focus its training used said method. The training program explained in this article can be used to choose training vehicles by gathering data on trainees. An example of this would be the manufacturing employees who use this training method might work best with video training with follow up questions, so if you wanted to target them directly with training that other departments don’t need you can custom tailor the training for that department. With the training system adaptively learning how to train individual users, patterns can be used to customize more in depth training for individual positions in the company. This resource can be used in the final project by simplifying the training process. By selecting an adaptive learning track most of the common knowledge that needs to be addressed across the company can be done in one program. From there more detail oriented training can be used, this strategy will lighten the time and resources to create an efficient training program compared to making individual learning tracks for each department.

 

References: 

Patki, S., Sankhe, V., Jawwad, M., & Mulla, N. (2021). Personalised Employee Training. 2021 International Conference on Communication Information and Computing Technology (ICCICT), Communication Information and Computing Technology (ICCICT), 2021 International Conference On, 1–6. https://doi-org.ezproxy.snhu.edu/10.1109/ICCICT50803.2021.9510056

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Second Post Response

 

Elise Perkins posted Nov 3, 2021 10:05 AM

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By knowing whether or not your audience has technical experience, you are able to determine the best training vehicle to assist them in the use of your product. Written instructions with graphics can provide detailed and highly technical information to a technical audience and can also be tailored for non-technical audiences. By showing an audience how an end user might interact with a product, video instructions can be more informative than written manuals. A website is a good way to convey technical information for a product or service that will be updated regularly in a way that various multimedia can be used. Websites provide readily available information in a variety of formats to an audience. (Gerson & Gerson, 2016).

To determine the best training vehicle for a product I would want my team to know the following things:

  • The average person a product is expected to be used by and their likely level of education and access to the internet.
  • What basic information people will need to make their use of the product successful.
  • What are the likely areas of using the product people might have the most trouble with.
  • Is there any potential dangerous missuses of the product, how likely they are to occur, and is there any information we can provide which will reduce the likelihood for a dangerous situation to occur?

At this point in time with the increasing adoption of the internet and smartphones it is hard to envision a product that wouldn’t benefit from having instructions placed on a website. Instructions placed on a website can satisfy the needs of a variety of end users in a relatively cheap way. The one time printing of thousands instruction manuals may be cheaper than the long term upkeep of a website, but being able to update the instructions based on feedback from users, and being able to provide information in a way that meets the needs of a large audience, can have a huge impact on how a customer satisfaction with a product and their loyalty to the company that created it.

 

References

Gerson, S. J. & Gerson, S.M. (2016). Technical Communication: Process and Product (9nd ed.). MA, Boston: Pearson Education, Inc. ISBN 0-13-409403-4

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4-1 Discussion: Framework and Vehicles

How do you determine which training vehicles to use with which audiences? How do you develop a framework to use for a training plan? For this discussion, research the web and the SNHU library databases to discover support for selecting vehicles and developing frameworks for training. In your initial post, do the following:

  • List at least one resource in APA style.
  • Briefly summarize the main ideas from the resource.
  • Explain how this resource can be used to choose training vehicles and/or training frameworks.
  • Explain how you can use this resource to support your work on the final project.

 Discussion Rubric PDF document.

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1 Submission, 1 File – / 70 4-2 Final Project Milestone Two: Training Plan and Framework

Communications Framework and Guidelines

Module Four will cover corporate communications frameworks and strategies. Communication vehicles will be defined and discussed, as will communication frameworks, as guidelines constructed through the assignment of communication vehicles to specific audiences. Students will apply what they have learned to Milestone Two, in which they will create a framework of communication for a specific area of focus.n Module Four, students build on the knowledge of communication channels, tools, and vehicles gained in Module Three to assemble a communications framework that will offer guidelines to communicators for effectively reaching various target audiences. This leads to Module Five, in which students will explore ways to determine what a specific audience needs from this communication framework. Lastly I think the professor is referring to the last assignment that was assigned in module 2. The six pages assignment that did recently

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Response to 2 posts

Ankit Patel posted Oct 27, 2021 3:17 PM

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            An audience that I might communicate with in everyday operation is my area manager and operation manager. As we work on the robotics floor, we must communicate the health of the floor and how we will maintain the floor health as it requires the floor to be at certain percentage level. At management level all the area manager and operation manager cares about is their productivity and they do not see the technical side of it. For example, floor health will be affected by multiple things like robotic drives faulting out at a pick station where a picker might not be able to pick an item from robotic pods.   

            One communication type that I might use is traditional communication such as the white paper way. This method is used for business purposes and is written to highlight companies’ success. A white paper targets specific audiences, in our case, the area manager and operation manager to let them to know what the cause of the problem is and how to fix it. One situation that displays the benefits using this form of communication is letting the area manager and operation manager know the benefits of using a SRBS vest. This vest is worn by an authorized person to go fix the drive that has been faulted out, while not affecting any other pick station. SRBS vests slow down other robotic drives that are near an authorized person while they fix the ones that are faulted out. 

            Communication channels that best work in a warehouse situation are emails, group chats and radios. Emails are sent to higher managers with instruction of what needs to be done to maintain the floor health if it is not within a certain percentage. Group chats are used to relay messages to multiple managers throughout the warehouse. Radios are used to communicate potential threats that one might face while being on the floor.  These form of communication channels are of important use in everyday operations because they creates a safe environment to work and make sure that the whole management knows what we, in the tech department, do to keep the floor up to date. 

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Second Post,

Parker Thiersch posted Oct 27, 2021 9:38 AM

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Hey everyone,

I’m going to talk about the same audience as I did in module 2, which is the customer. An important reason to communicate with this audience is if there is an issue with a product or service that they need to be aware of. Such as a software anomaly that is only triggered under very specific circumstances, and the customer needs to be alerted of what causes it and how to quickly resolve the issue. I believe the best method for this communication would be written communication. As it is the fastest way to reach the consumer base and alert them to the issue with the product or service is. It could take nightmarishly long to verbally communicate with customers, and that would also require them writing down this information. If the information is given to them in writing then they can reference the document whenever they need to and store it in their records with the product, chapter 8.4 in Organizational Behavior states “the sender can write a message that the receiver can read at any time, unlike a conversation that is carried on in real time.” The best channel of communication for this audience would be email. This is because it is a written communication and can be sent immediately and to many people all at once. This medium is easy to track and resend to future customers or resending if the customer loses the original communication.

 

Reference:

Author Removed At Request Of Original Publisher. (2017, January 4). 8.4 Different Types of Communication and Channels – Organizational Behavior. Pressbooks. https://open.lib.umn.edu/organizationalbehavior/chapter/8-4-different-types-of-communication-and-channels/

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Discussion: Communication Strategies

In your initial post, identify one audience that you may communicate with for business purposes. You may use the same audience from the Module Two discussion or choose a different audience. Then, discuss the following:

  • What is at least one purpose that a technical communicator might have to communicate with this audience?
  • Which communication type or combination of types would you use to communicate with this audience for that purpose? List at least one communication type and explain why this type would be the most effective for this audience.
  • Which communication channel would you use to communicate with this audience for that purpose? List at least one channel and explain why this channel would be the most effective for this audience.

In your responses to your peers, discuss whether you agree with their strategies and offer alternatives where applicable. Provide solid reasoning for your choices and strategies.

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Communication Strategies

Module Three will introduce students to the many channels of communication available to them, including person-to-person, person-to-audience, community-based, social media, and other methods for disseminating information. Students will also explore the many benefits of collaboration in deciding what information is delivered to which audience, and the means by which it is delivered.

3-2 Short Paper: Developing Channels of Communication and Collaboration

Assignment

Task: Submit to complete this assignment

This course includes five short business-writing activities that will require you to create different types of technical communications. In this writing activity, you will create a white paper outlining best practices for communicating with the various audiences.

For additional details, please refer to the Module Three Short Paper Guidelines and Rubric document.

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