IE Question F Presentation Iñigo Alejandre

1. Iñigo Alejandre Fernandez de Santaella 1
September
2012

2. 1 Introduction
2 About the Instructions
3 General Issues involving transmission of Information
4 Methodology
5 Specialties
6 Conclusion
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3. › Overview of the Situation
› Objectives to be fulfilled
› Problems we may face
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4. Introduction
 Overview of the Situation
 We have a set of instructions that must be correctly delivered
 Those instructions have to be sent to different geographical locations around the world
 Instructions have to be sent to different groups of people to whom we maintain different relations:
 Clients.
 Subordinates.
 Suppliers
 Each of the groups require an specific way of transmission. You cannot deliver an instruction to a subordinate in the same way and using the
same method that you would use to deliver it to a client
 Objectives to be fulfilled
 Correct delivery of instructions
 Correct reception of instructions
 Homogenic reception of instructions in different geographical points
 Problems we may face
 Lack or inefficient communication due to many reasons (social, cultural, timing…)
 Problems with communication that may arise because of technology failure, distance problems…
 Multiple Instructions to be delivered
 It is essential to have a good method of communication and a follow up guideline
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5. › Appropriate Instructions
› Clear Instructions
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6. About the Instructions
 Appropriate Instructions
 The understanding of the task must be essential to give the appropriate instruction
 Complete understanding of the situation
 Clear idea of the instructions to be given
 We achieve this point by visualizing the instructions and finding any issue that may cause confusion
 Clear Instructions
 Instructions must expressed in a clear and clean way
 The first and basic step will be to give clear instructions
 Always send written instructions
 If using a voice format, always back up with a textual format
 Ex: Don’t use BBM, use email as everything is backed up on server
 Instructions will be delivered around the world to people that will not necessarily have the same background. Avoid using familiar or regional
terms, words, concepts or definitions. Stay as simple as possible and be concise
 The given information must be sent in a clear an concise way
 Give numbers in one type of format to reduce confusion. Use numerical or textual input
 Divide in a clear way the instructions. This can be achieved by dividing each instruction with bullet points, ordering instructions attending to
the person who is entitled to execute it or by separating the instructions addressed to internal people from those addressed to external
people (suppliers, clients…)
 Make it clear who the addressee of the instruction is if it’s a broadcast message. Divide the tasks in a clear way
 Instructions must be understood by everybody. Never assume that the addressee of the instruction will have the same knowledge as you
do. Explain every point so that there is no room for doubts
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7. › Internal Communication
› External Communication
› Methods of Communication
› Technology (i Cloud)
› Pipe-line / Feedback procedure
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8. General Issues Involving Transmission of Information (i)
 Internal Communication
• Use the general tools and technology available in all offices. Ex: internal mail & follow up by phone
• Use the general corporate formats used to deliver instructions. Ex; via outlook, via weekly working list
• Always demand a response via email of the correct reception and understanding of the instructions
 External Communication
 Be aware that the format used in the company may not be compatible with the ones used by clients or providers. Ex: Office compatibility
between Windows and Mac
 Be aware that the availability of technology can not be the same in other parts of the world. We can mitigate this problem by using programs
accessible on the internet such as Google Docs
 Communicate in a clear way. They may not be used to methods, vocabulary, or expression used in internal or regional communication. Never
make assumptions and express things as if the addressee has zero feedback on the issue
 Always require a response on the correct reception and understanding of the instructions
 When contacting with clients or subordinates that came from a different culture, be aware of the ways , expressions and words used. Some
Asian cultures are extremely respectful and can get offended easily with a common expression used in the western world
 Methods of Communication
 Via email: Most common and secure way of delivering instructions. Emails are stored on server and Office Outlook can synchronize events,
facilitating reception of instructions. Office Outlook is a very powerful tool not only within internal communication but also with external
communication
 Via mail: This method is getting obsolete but sometimes big archives and documents must be sent
 There must be a propper internal mail service that can guarantee a quick and efficient reception of documents and instructions within
company offices.
 When dealing with external parties (Clients, Suppliers) there are specialized companies that guarantees a quick and efficient transport
 Instant Messaging(BBM, Whatsapp, Google Talk). These are good tools that can be used for follow ups, sporadic doubts or other minor issues.
Never send instructions or other important documents via these methods as the possible loss of information is greater and there is no back up
server
 Telephone, Skype and other Voice over IP technology: These are tools that will help resolve questions, clarify if the instructions have been
received correctly and to arrange conference follow up calls with all the parties involved in the execution of the instructions.
 Video Conference: Human interaction is a mix of verbal and non verbal expressions. Video Conference can be used when delivering
instructions to Clients. They may feel more secure and that can guarantee you a better relation with the client. This is a very powerful tool when
dealing with suppliers and subordinates located in different physical locations as there will be a more personal interaction and they will know
who they are responding to. It is also physiologic as it creates a more personal and human interaction
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9. General Issues Involving Transmission of Information (ii)
 Technology
 We have abundance technologies that can help us manage information transmission issues in a more efficient and quick way
 Cloud: It is a technology that enables us to access documents from any part of the world as they are stored on a server and can be
accessed only with an internet connection. This is a tool that will help basically internal communication:
 Weekly pipe-line database can be stored in the Cloud so everyone introduces in that database the date they received the instruction,
their progress, any problems that may arise
 There is no need to be in the same physical office as the Cloud can be accessed from any part of the world
 Common documents can be stored and accessed in the Cloud reducing the risk loosing a document sent by internet or other methods
 Email is a very powerful tool. Outlook can be used to synchronize meetings and organize calls. We can use this tool when sending the
instruction to create a future event or call where the development of the instruction will be discussed. If all the destinatories of the emails
accept the event means that they have received and understood the instruction. If not further inquires can be made (Resend email, phone
call…)
 When using technology, always assure yourself that the technology used is available for the counterparty if located in a different location
 Pipe-line / Feedback Procedure
 It will be very useful to create a data base where you state the instructions sent, the destinatary of those instructions, the positive
feedback from them and other details of the instruction such as dates, comments, procedures. This will enable you have a direct
control of the situation and you wouldn’t have to dive into your email to see who has had any issue. As they verify via email the
reception of the instructions, you would fill in the data base. This data base, if possible, can be uploaded to the cloud and
personally customized by each of the destinataries
 Once the instructions has been sent, independently of chosen method, the following step will be to verify the correct reception of
the instruction. In order to achieve this we must have a feedback procedure. This feedback procedure will enable us verify that
all instructions have been received, understood and are going to be executed properly
 The first step is to require an email stating the correct reception of the instruction. If possible create a future event via outlook to talk about
the instructions received
 If the instructions are sent to subordinates, we may require them to fill up the pipe-line database on the Cloud. This is a live tool that
will allow us see the state of the instruction
 If no answer is received, send another email to verify the reception of the second email and stating the content of the first one.
 Finally and if the second email hasn’t had a response, call the destinatary.
 If no contact has been made, change the destinatary of the instruction.
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10. 1. Creating the Instruction
2. Sending the instruction
3. Feed-back and possible errors
4. Follow-Up
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11. Methodology
1. Creating the Instruction
 We must create the instruction in a clear and concise. They must be clear and concise
 We must distribute and customize the instructions depending if they are being sent to clients, suppliers or subordinates
 We must also take into account the geographical and technological factor. It may be possible that we will need even more
customization: Ex. Using a different format, written in a different way, using different measurements (Km instead of miles)
 State clearly the steps to follow, the method, format, technology and information that is going to be used. Everything of the
execution of the instruction must be cleared and stated to avoid future problems
2. Sending the Instruction
 In every case it will be very useful to arrange a conference call with all destinataries of the instructions. In this call the instructions
will be presented and a general overview and discussion of the situation will be made. We will get feedback if there is any
possible destinatary sick, on vacation or simply to busy. Doubts arising will be answered and the destinataries of the instructions
will be aware that they will have a future task to do
 If possible send the instruction by email. Always state in the email that a response is required when they have received the
instruction
 If we are using technologies such as Cloud or Outlook, express clearly the procedure to follow when using those technologies
 Always copy another colleague of the subordinate when sending an email so there is evidence of the email and he can remind
him of the task
3. Feedback and possible errors
 Require a response when the instruction is received. Send a follow up email if we haven't received a response
 Revise that all the addressees of the instructions are the appropriate ones. Amend any possible errors
 When sending a mail, always send it with acknowledgment of receipt
 This is a good step to use Instant Messaging applications and phone calls
 Be aware of the time zones and non labour days
4. Follow-Up
― Create a weakly update where everyone will state at a given date their situation
― Conference Calls can be used in this step
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12. 1. Subordinates
2. Clients
3. Suppliers
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13. Specialties
1. Subordinates
 These group of people will generally be the easiest group to deal. The company will most usually have the same working
methods, tools, systems and technology in the other offices
 Because of dealing with other offices located in different physical areas always be polite. Before sending the instruction give
them a call so they know who they are dealing with and there can be a closer relation
 Even if they are subordinates, use always respectful vocabulary
 Even though the technology might be available in their office, never assume it and always ask first to avoid future problems
 Conference calls to discuss the instructions and dissipate any doubts about the instructions are very useful
 If many subordinates are involved, it will be useful to name a coordinator
 In any case an essential and key part for the success of the instruction is a constant flow of information and always keep in touch
2. Clients
 Because of the special relation with the client, instructions should be said in a personal form and if it isn't possible, by a phone or
video call
 We have to use an appropriate and respectful language
 We can use alternative technologies to allow them an easier follow up such as a Twitter account, web page, social network…
3. Suppliers
 For suppliers it is essential to be clear and direct about the instruction
 These instructions must be detailed and there must be a continuous feedback to assure ourselves of the correct reception and
execution of the instruction
 We must take special care in the use of technologies, we must verify the usage of that technology by the suppliers (Office
Outlook, access to public data bases…)
 It is always very useful to have a preliminary phone call so they know what they heading to. Future email will contain the details
and instructions of the operation
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15. Conclusions
― With current technologies and tools available the proper delivery of instructions to suppliers, clients and
subordinates located in different parts of the world is made much easier
― Advances in communication such as video conference, instant messaging, synchronization via Office
Outlook allows ourselves to deliver instructions in a more precise, quick and secure way
― It also allows us to reassure ourselves that instructions have been properly received. We can create
feedback methods and pipe lines that will ensure the proper delivery and reception of those instructions
and if not, find alternative ways, all in a small space of time
― We have a wide range of tools that can make all that control much easier, such as the Cloud, that allows
us to access documents in any part of the world only with internet connection
― The greatest challenge is not to deliver the instruction because with today’s tools and technologies that
can be less complicated. The challenge is that those instructions are well expressed, exposed, described
and defined in order to be completely understood and correctly executed by another person in another
part of the world
― A correct division of those instructions by destinataries, object or completion date can help. It is essential to
have the instructions organized in a way that a follow up can be easily made and the error can be easily
located. We achieve that by customizing instructions and differentiating them if they are aimed at clients,
suppliers or subordinates. If required we can customize and divide even more in order to ensure a proper
reception
― The correct formulation of the instructions can be difficult, even in a globalized world, because of socio-
cultural reasons, manners and language, but we have all the technology available to mitigate those
powers and end up having a successful execution of an instruction in a different part of the world
― Even though we have many tools at our disposal (video conference, instant messaging…), in some cases,
where the instruction is very technical and of great complexity, it will still be necessary to send an expert to
the location in order to achieve a correct execution of the instruction. This would be the case of an
architect and a building, he can have subordinates supervising the building but he will need, every now
and then, to follow up on the building site the progress of the construction
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