Communication Audit Research Articles

Communication audit of Doto Coffee's promotion strategy for the Bicycle community

The coffee shop business is increasingly mushrooming in Lombok, and this causes coffee shops to carry out many promotional strategies to compete with competitors and bring in many customers. Coffee shops carry out many kinds of promotions through social media by targeting a diverse target audience. The promotions carried out by coffee shops target the community for cooperation. Approaching the community is a challenge for coffee shops. This study aims to conduct a communication audit on the discount promotion program for Doto coffee bicycle users. The method used in this research is a descriptive qualitative method with a communication audit approach using the SOSTAC model. SOSTAC approach has six stages: Situation analysis, Objective, Strategy, Tactics, Actions, and Control. The results of the communication audit state that the promotional strategy carried out by Doto Coffee has used promotional principles, although many things could be improved. Overall problem. The problem is more dominant in the need for more variation in Doto Coffee's promotional strategies to bring in the bicycle community. The strategy used is only on social media but does not use the community relations approach, even though Doto Coffee's goal is to bring in the community. The recommendations given from this research to Doto Coffee are expected to approach using community relations and social media as a promotional medium to bring in the community and increase community trust.

МЕДИАИМИДЖ КОРПОРАТИВНОГО ЛИДЕРА: КЛАССИФИКАЦИЯ И ДИАГНОСТИЧЕСКИЕ КРИТЕРИИ

The formation of a media image today takes place in the special conditions of the modern public environment functioning, in the situation of the mediatization of public space. Diagnostics of the actual media image of a chief executive is considered as an important part of the organization’s communication audit. Using the example of publications in the media, social networks and other open sources of information and mentions of the heads of PJSC Gazprom gas production subsidiaries in the media, the current characteristics of the media image of the company’s chief executive were identified and diagnostic criteria for its correction were proposed. It is established that the image of the head has a significant impact on the image of the organization and is an integral part of it. One of the important components of a corporate leaders’ professionogram is their media images as necessary components of the leaders’ personal image. A well-designed image of the head of an organization, including media image, is able to legitimize high incomes, use the right to make difficult decisions and ensure the stability of the company's reputation in crisis situations. The presented method of diagnosing the media image of the chief executive of the company allows us to identify not only quantitative and qualitative indicators of the media representation of a person, but also to identify the type of media image. The article highlights such types of media image (as the image of a public person that has developed in the mass media) as active, passive, situational / reactive.

Communication Audit of Digital Entrepreneurship Academy of Human Resources Research Program and Development Agency of the BPSDMP Kominfo Surabaya in Pamekasan Region

The Digital Talent Scholarship (DTS) program by the BPSDM (Center for Human Resources Development and Research) Kominfo aims to enhance the skills and competencies of Indonesian human resources in the digital field. One such program is the Digital Entrepreneurship Academy (DEA) program, which trains individuals to accelerate the growth of digital technology in entrepreneurship. This study aims to understand the DEA Program training in Pamekasan Regency, conducted by BPSDMP Kominfo Surabaya, and its benefits. The qualitative research method used is interviews, observation, documentation, and literature studies. Results show that almost 100% of participants in the DEA program experienced success in business development through networking both offline and online. The study concludes that progress has been significant in the DEA Program training, particularly during the COVID-19 pandemic, which has shifted many activities from conventional to digital, including entrepreneurial activities. Monitoring is necessary to ensure the program's resources, expected outputs, and constraints. The research aims to provide an overview and study of digital entrepreneurship by the government to the community.

Organizational Communication Strategy of Menantea Purwokerto in Handling Customer Complaints Through Digital Media

Menantea Purwokerto uses Instagram to promote its products and engage with its followers. Although Menantea Purwokerto has been successful in utilizing digital media to increase its sales potential, it has been noted that since the opening of Menantea Purwokerto on 5 February 2022, there have been customer complaints that can have a negative impact on Menantea Purwokerto. This study aims to analyze and describe how Menantea Purwokerto's organizational communication strategy handles customer complaints via digital media, what obstacles are encountered when implementing organizational communication, and how solutions are devised to overcome the obstacles encountered. This study employs a qualitative descriptive approach, with data collected via observation, interviews, documentation studies, and literature reviews. The research shows two types of complaints made by customers via digital media: Gofood, Grabfood, Shopeefood, and Menantea Customer Service at 0812-8415xxxx. Menantea Purwokerto encountered internal obstacles such as the distance between the owner and employees, obstacles to individual employee behavior, and external obstacles such as difficulties in handling incoming complaints via Gofood, Grabfood, and Shopeefood when implementing organizational communication. The Menantea Purwokerto conducts an organizational communication audit to address complaints and obstacles in the implementation of organizational communication. For handling complaints and obstacles between Menantea and customers, the Menantea Purwokerto employs a top-down internal communication strategy as well as an external communication strategy.

Communication audit of BAWASLU participatory monitoring socialisation program in South Buton

Bawaslu's Participatory Supervision Programme is an election supervision carried out by the Election Supervisor, with a Communication Audit this programme can be seen in terms of scientific analysis to plan interventions and design communication improvement initiatives. This study aims to conduct a communication audit on the socialisation program of participatory election supervision at Bawaslu South Buton. This research method uses an Evaluative with Qualitative approach. The results of the Audit Research on the Participatory Supervision Socialisation Program in South Buton showed good results at the input stage, with internal discussions and public debates encouraging the handling of violations. However, there were still shortcomings in the substance of the programme, which led to less-than-optimal teamwork. The output stage showed adequate and targeted messages, with coordination through various activity programmes. The outcome stage showed an interest in information on electoral violations, but useful findings were relatively low due to the results-oriented and outcome-focused design of the programme. Audit results can provide valuable information to improve programme efficiency, credibility, and economy. Audit results can be used as a credible means of information for BAWASLU South Buton to improve the programme and enhance organisational performance.

Calibrating Internal Communication Satisfaction within Organizations as an Auditing Index

Prior research regarding communication audits within organizations depicts a general understanding of various aspects of the communication process that augment productivity. The present study aimed at validating a newly developed scale that measures internal communication maturity within organizations through an employee-centric approach rather than a management-centric one. The present study employs a cross-sectional survey research design. A total of 2071 employees (94.4% male; 5.6% female) from the logistic industry across the Kingdom of Saudi Arabia were approached through convenience sampling. Based on the literature review and results derived from interviews, 16 items were generated with a 5-point Likert response format. Results indicated the measure is reliable and valid. Reliability analysis showed good alpha reliability coefficients (>0.75) between total internal communication satisfaction and its subscales (awareness, appreciation, relationship, engagement and maturity). The correlation matrix from EFA revealed the presence of coefficients of 0.3 and above, indicating the data is fit for factor analysis. Confirmatory factor analysis showed an acceptable model-data fit of the five-factor model. Data were collected only from the logistics industry; however, data can be gathered from other industries as well. Furthermore, cross-sectional data are used in the current study; therefore, they cannot be used to infer a causal relationship. The present study will be broadly helpful in diagnosing specific communication areas and formulating recommendations for improvement. The instrument will be worthwhile in communication audits of organizations.

Communication Strategies and Organizational Harmony in Local Government Councils in Akwa Ibom State, Nigeria

This study examined communication strategies and organizational harmony in local government councils in Akwa Ibom State, Nigeria. The objectives of this study were to find out the communication strategies employed by the leadership of local government Councils in Akwa Ibom State, find out the rationale for the use of such communication strategies, determine if the communication strategies used by the leadership of local government councils in Akwa Ibom State do enhance organisational harmony, determine communication strategies preferred by the majority stakeholders in the local government councils studied, find out other factors that engender organisational harmony in the local government councils studied. The research design adopted for the study was survey, with questionnaire and interview schedule as research instruments. The population of the study were staff in Uyo, Eket and Ikot Ekpene local government councils in Akwa Ibom State is 1,374. A sample size of 286 was drawn for the study using the Taro Yamane formula. The study which anchored on System theory and the Interactional theory revealed that majority of the respondents in the council studied affirmed that sporting activities contributed to harmony in the council. Also, the study revealed that across the local government councils studied that religious activities similarly led to organisational harmony, the study found out that the leadership of the local government councils in Akwa Ibom State represented by Uyo, Eket and Ikot Ekpene utilised memo, letter, meeting, telephone, seminar and worship (solemn assembly) as a means of reaching out to their employees. Email was not used at all. It was recommended that local government councils should endeavour regularly to carry out communication audit to evaluate their performances. This should prove invaluable in helping them decide necessary changes that they need to make to ensure smooth running of the councils, the leadership of the local government councils need to incorporate the use of email for exchange of messages across the councils, telephone is an important tool that the councils use effectively in communication with subordinates. The principal officers and supervisors need to improve on their telephone etiquette, particularly in the use of language and tone during conversations. The impact of telephone in engendering interaction and relationships are overwhelming and should be embraced by the councils.

Communication Training: Significance and Effects of a Preliminary Psychological Intervention upon an Audit Team.

Communication constitutes an essential aspect of teamwork. This is especially true for audit teams, where communication takes place not only within the work group but also with the audit recipients. For this reason, given the poor evidence in the literature, communication training was carried out on an audit team. Training was divided into 10 meetings of two hours each, with the meetings taking place over 2 months. Questionnaires were administered to identify the characteristics and styles of communication, to assess the sense of perceived self-efficacy in general and at work, and to evaluate the knowledge inherent in the communication. This battery was administered before and after the training to evaluate its effectiveness and its effects on self-efficacy, communication style, and knowledge. Furthermore, a communication audit was performed on the feedback provided by the team, to highlight satisfaction, strengths, and any critical issues that emerged during the feedback phase. The results obtained suggest that training has an effect not only on individual knowledge but also on personological aspects. Communication among colleagues and general self-efficacy appear to be improved by the process. Self-efficacy also specifically improves in the work environment, with subjects feeling more able to manage relationships and collaborations with colleagues and supervisors. Moreover, the audit team members were satisfied with the training received, perceiving an improvement in their own communication skills during the feedback phases.

Кризовий менеджмент переміщених ЗВО України в умовах воєнного стану

The effective work of ZVO is the result of the synergy of several factors, among which is the management system through the introduction of effective governance and the implementation of the quality management system in accordance with international standards (ISO 9001). The key conditions for the functioning of such a system are the strategic planning of the development of higher educational institutions, the distribution of powers and responsibilities among all managers and employees, conducting self-analysis in the form of internal audits, self-assessment, analysis of the quality management system, and the introduction of managerial practices for developing the potential of higher education institutions. The article contains the experience of Ukrainian institutions of higher education that were relocated in the period 2014-2022 as a result of Ukraine’s war with Russia on its territory. The author aimed to summarize her own experience of relocation, management of a relocated university, and cases of consulting other displaced higher education institutions within the framework of Fulbright projects and programs in Ukraine. Such a generalization of crisis management practices by universities under martial law can be useful both from a research point of view and from a practical point of view because the return of these universities will again require operational tools. Among them are a management audit after relocation, practices and mechanisms of team building and strategic management taking into account the new labor market and society’s demands, a system for evaluating the effectiveness of management and teaching activities, a system of management practices for the development of higher education potential. Implementation of management steps through a comprehensive audit of personnel, management, communication, material and technical resources and social capital of the university; identification of problems and growth points; consistent problem-solving and strengthening of positions for the purpose of development and increase of potential can become effective in reviving the activities of higher education institutions in new locations and national higher education on the way to the recovery of Ukraine in war and post-war times.

CLIENT SERVICE COMMUNICATION’S AUDIT THROUGH DIGITAL COMMUNICATION AT INDONESIA COMMUNICATIONS

During the COVID-19 pandemic, the Indonesian government implemented policies which required people to work, pray, and study from home or a Work From Home (WFH). Such policies are also carried out by ID COMM to serve clients. Thus, this unprecedented phenomenon changed its communication system. This communication audit research is being conducted, to evaluate the flow of communication that occurs to serving clients in ID COMM. The data that was used for this study is taken from interviews and observation through qualitative methods and literature review. As an agency, ID COMM uses transactional communication Tubbs model. ID COMM encountered some problems while doing its job, such as lack of personal touch and less flexibility when presenting both briefs and work. As a result of that effect on revision frequency. Sometimes, another problem that is encountered by ID COMM, the connection is not that good and also the clients just didn’t understand what PR needs for strategy. However, the client is satisfied with the performance of ID COMM in general.

Universities of Ukraine in Conditions of Full-Scale Russian Invasion: Threats, Challenges and New Prospects

The impact of russian troops full-scale invasion against Ukrainian territory on the national education system functioning was identified and analyzed, threats to the further development of the educational sector in particular higher education, related to the loss of the human capital, the destruction of educational and scientific infrastructure were characterized. The author substantiates the conditions of university activities stabilization in terms of temporary relocation.
 The basic components of the audit of the available resources of the universities’ functioning in terms of relocation were identified and their characteristic was provided (audit of personnel and the contingent of students, scientific and pedagogical staff and employees, management audit, communication audit (external and internal), partnership audit and audit of the material and technical base of the university). The basic components of the strategic development in the conditions of the temporary relocation from the stabilization strategy to breakthrough strategy were proposed, based on the case of Mariupol State University (MSU).
 The basic components that determine the process of the MSU development stabilization in the conditions of temporary relocation were substantiated (reviewing the existing educational programs, development strategy renewal, creation of a new material and technical base in the area of relocation, maximum use of the advantages of the “window of opportunities”, providing the access to all electronic platforms and services, organization of a fundraising campaign, Humanitarian Aid Centre of the University establishment). The author proposes the basic components of the breakthrough development strategy for preserving the identity of the university and MSU staff including rebranding, digitalization, internationalization, development and approval of a new educational concept, development of own material and technical base, implementation of the university social and humanitarian mission and approval of the university as an institute of public diplomacy.

Communication Audit during Covid-19 Pandemic at Brawijaya University Hospital

The flow of organizational communication has an influence on organizational effectiveness related to the relationship or implementation and achievement of organizational goals. Moreover, the effectiveness of communication depends on several aspects, such as communication events aspect, organizational communication climate, and organizational communication satisfaction aspect, so that all members of the organization can be motivated to achieve the goals of the organization. In order to have a good communication system, a healthy organization generally shows an open management style, both internal and external openness of the organization. This study aims to analyze the internal communication system at Brawijaya University Hospital (RSUB) regarding employee engagement during the COVID-19 pandemic period of January 2022-July 2022 through a communication audit. The audit process is carried out the Medical Approach or Doctor-Patient Model. For the data collection technique is in the form of questionnaires, namely Organizational Communication Inventory and interviews. The sample used in the form of variation of levels at the Brawijaya University Hospital which it is categorized based on the members of the organization position according to the hierarchy or structure that applies at the University of Brawijaya Hospital with a total of 206 people. The results present that the subordinate indicators have the lowest mean value with the most of the respondents in the low category. It indicates that the communication relationships in the workplace with subordinates need to get attention and improvement between the communication relationships with members of the organization. The lack of good communication relation with subordinates is affected by the lack of appropriateness between the superiors working with one of their subordinates which cause poor communication between the superior and subordinates.

The Effect of Communication Audit On The Effectivieness Krasida At PT. Pawnshop Kanwil VI Makassar

This study aims to determine the ongoing communication audit process and the influence of the communication audit on the effectiveness of the Krasida Program (Installment Credit System Pawn) at PT. Pawnshop Regional Office VI Makassar. This research uses quantitative method. The results showed that the Communication Audit Process Communication Audit Process that took place at PT. Pegadaian Kanwil VI Makassar is going well, because employees can provide accurate and clear information to customers using the media and customers receive and understand the information conveyed well. Delivery of messages from PT. Pegadaian Kanwil VI Makassar to customers has a significant influence and communication between employees and customers runs effectively. Communication audits can make communication between people i an organization effective so that goals will be achieved and get maximum results an organization effective so that goals will be achieved and get maximum results.

Communication Audit of the Presence (Web Presence) of an Educational Organization Online

In this study the authors consider targeted information and communication management as a means of a unique entity of public capital of an educational organization, its web presence (“presence” in the information and telecommunications network “Internet”). The object of the study are state and non-state educational organizations (universities). The purpose of the study is to systematize the promotional communication of the universities and targeted activities in the university to manage them as contributing to the formation of competencies aimed at the effective use of information and communication technologies in the professional activities of specialists. The general scientific methodology of scientific research was developed according to the specifics of the subject and object of the research. In general, in all universities, the management of the information field (web presence) is as a rule systemic, in each university the technological subject of managing information and communication activities of the university is distributed, though there are no traces of coordination efforts within the framework of a distributed subject in order to achieve a synergistic effect. The analysis of the effectiveness of publications in social networks showed that subscribers of accounts in social networks, in general, actively respond to publications, willingly comment on posts (engagement rate), actively share the social values of the university (growth rate), and react emotionally to broadcast messages to a much lesser extent (sympathy coefficient). The results of the study allow optimizing the system of information and communication support for promoting communication in a modern educational organization. The findings can be used in the practice of promoting educational services and allow clarifying the elements of managing the media sphere of a university and the publicity capital of an educational organization.

Question Asking Behaviour in Community Pharmacy: A Preliminary Study

This study explore the frequency, content, and type of patient-pharmacist question-asking in local community pharmacies during the project patient counselling service at four different community pharmacies. Results of an analysis of documented community pharmacist-client interactions presented. The results showed that 173 questions were asked (n=120 patients) during the patient counselling/consultation. Of the 173 question, 25 questions asked were closed, over two thirds of which were of the Yes/No variety. Limited questions cent were multiple question and affective question in nature. Pharmacists asked, on average, 8 questions per consultation per person as compared with a mean of 10from clients. Only few addressed the affective dimensions of practice, the vast majority being concerned with purely disease and medicines related matters. The findings are discussed within the context of a communication audit approach to community pharmacy practice, directed to effecting improvements in the quality of interviewing performance in pharmacist-client consultations.

AUDIT KOMUNIKASI PENERAPAN KONSEP SMART CITY MELALUI PROGRAM SMART GOVERNANCE DI DISKOMINFO KOTA PADANG

Smart governance is one of the dimensions of a smart city that specializes in governance. Smart governance is part of the Smart City goals related to public services, where public services are the main driver in the implementation of Smart Governance. To improve public services, Diskominfo has programs to support public services. This study aims to see how the communication audit of the Implementation of the Smart Governance Program at Diskominfo Padang City. This research is a qualitative descriptive study. The sampling technique used is purposive sampling technique. Data collection techniques using observation and interviews. The results showed that at the preparation stage, all the preparations made to formulate the program had been carefully prepared through the Smart City Master Plan, at the Implementation stage the program implementation was still not fully implemented. At the stage of implementing the Smart Governance program, Diskominfo did not socialize the program so that this program was not known to the public. Furthermore, at the Impact stage, researchers saw that this program had not been fully implemented by the Padang City Communication and Information Office.Keywords: Smart City, Smart Governance, Communication Audit

Keys to Conducting — And Learning From — An Internal Communications Audit

Keys to Conducting — And Learning From — An Internal Communications Audit

A Communication Audit Exercise to Enhance Virtual Team and Individual Communication Skills

This article outlines a unique student activity designed to close the gap between students’ perceived and actual communication and team behavior during virtual group meetings. The Communication Audit exercise requires that students record an online small group meeting and then review the recording while categorizing each verbal remark into observable behaviors aligned to the instructor’s learning objectives. The audit delivers objective data to students concerning their team habits and leads to excellent discussions of opportunities to improve team dynamics and individual contributions to a team process.

Modern approaches towards visual communications in promoting HoReCa sphere

The growing role of social networks in the processes of interaction with the audience, as well as changes in people’s perception of information towards the prevalence of visual data, offer new promotion opportunities. Emphasis is placed on the visual communication in the Internet environment through website or other digital media with image content. The authors describe the relevant results of implementation of creative ideas for the well-known coffee shop chain in the resort city of Sochi. The subject of this research is the use of visual communications in promoting a coffee shop. The study employs the methods of observation, SWOT analysis, sociological survey of target audience, communication audit, and brand visualization. The goal of this article lies in examination and development of visual communications in HoReCa sales (hotel and restaurant business) on the example of the coffee shop “SURF Coffee”. The authors aim to explore the concept of visual communications in marketing and the potential of visual merchandizing in brand promotion, as well as to formulate and implement the ideas on the development of visual communications in digital environment, calculate the effect of implementation of the proposed measures. Attractive visual content is currently the foundation of online promotion, namely in SMM. This includes the design, arrangement, overall color scheme, and style of posts. Therefore, it is very important to optimize the appearance of corporate accounts of HoReCa enterprises in social networks. It is indicated that the current design should be dynamic and correspond to the global trends and events. However, the presence of “live” and unique photo and video content that brings the brand closer to its target audience is crucial. It creates the "presence effect", enticing the potential guests to visit the coffee shop.

COVID-19 and the Communication Audit of Nigeria’s National Centre for Disease Control (NCDC)

COVID-19 and the Communication Audit of Nigeria’s National Centre for Disease Control (NCDC)