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1. WHAT IS TECHNICAL COMMUNICATION?

1.4 Case Study: The Cost of Poor Communication

No one knows exactly how much poor communication costs business, industry and government each year, but estimates suggest billions.  In fact, a recent estimate claims that the cost in the U.S. alone are close to $4 billion annually! [1] Poorly-worded or inefficient emails, careless reading or listening to instructions, documents that go unread due to poor design, hastily presenting inaccurate information, sloppy proofreading — all of these examples result in inevitable costs. The problem is that these costs aren’t usually included on the corporate balance sheet at the end of each year; if they are not properly or clearly defined, the problems remain unsolved.

You may have seen the Project Management Tree Cartoon before ( Figure 1.4.1 ); it has been used and adapted widely to illustrate the perils of poor communication during a project.

Different interpretations of how to design a tree swing by different members of a team and communication failures can lead to problems during the project.

The waste caused by imprecisely worded regulations or instructions, confusing emails, long-winded memos, ambiguously written contracts, and other examples of poor communication is not as easily identified as the losses caused by a bridge collapse or a flood. But the losses are just as real—in reduced productivity, inefficiency, and lost business. In more personal terms, the losses are measured in wasted time, work, money, and ultimately, professional recognition. In extreme cases, losses can be measured in property damage, injuries, and even deaths.

The following “case studies” show how poor communications can have real world costs and consequences. For example, consider the “ Comma Quirk ” in the Rogers Contract that cost $2 million. [3]   A small error in spelling a company name cost £8.8 million. [4]   Examine Edward Tufte’s discussion of the failed PowerPoint presentation that attempted to prevent the Columbia Space Shuttle disaster. [5] The failure of project managers and engineers to communicate effectively resulted in the deadly Hyatt Regency walkway collapse. [6]   The case studies below offer a few more examples that might be less extreme, but much more common.

In small groups, examine each “case” and determine the following:

  • Define the rhetorical situation : Who is communicating to whom about what, how, and why? What was the goal of the communication in each case?
  • Identify the communication error (poor task or audience analysis? Use of inappropriate language or style? Poor organization or formatting of information? Other?)
  • Explain what costs/losses were incurred by this problem.
  • Identify possible solution s or strategies that would have prevented the problem, and what benefits would be derived from implementing solutions or preventing the problem.

Present your findings in a brief, informal presentation to the class.

Exercises adapted from T.M Georges’ Analytical Writing for Science and Technology. [7]

CASE 1: The promising chemist who buried his results

Bruce, a research chemist for a major petro-chemical company, wrote a dense report about some new compounds he had synthesized in the laboratory from oil-refining by-products. The bulk of the report consisted of tables listing their chemical and physical properties, diagrams of their molecular structure, chemical formulas and data from toxicity tests. Buried at the end of the report was a casual speculation that one of the compounds might be a particularly safe and effective insecticide.

Seven years later, the same oil company launched a major research program to find more effective but environmentally safe insecticides. After six months of research, someone uncovered Bruce’s report and his toxicity tests. A few hours of further testing confirmed that one of Bruce’s compounds was the safe, economical insecticide they had been looking for.

Bruce had since left the company, because he felt that the importance of his research was not being appreciated.

CASE 2: The rejected current regulator proposal

The Acme Electric Company worked day and night to develop a new current regulator designed to cut the electric power consumption in aluminum plants by 35%. They knew that, although the competition was fierce, their regulator could be produced more affordably, was more reliable, and worked more efficiently than the competitors’ products.

The owner, eager to capture the market, personally but somewhat hastily put together a 120-page proposal to the three major aluminum manufacturers, recommending that the new Acme regulators be installed at all company plants.

She devoted the first 87 pages of the proposal to the mathematical theory and engineering design behind his new regulator, and the next 32 to descriptions of the new assembly line she planned to set up to produce regulators quickly. Buried in an appendix were the test results that compared her regulator’s performance with present models, and a poorly drawn graph showed the potential cost savings over 3 years.

The proposals did not receive any response. Acme Electric didn’t get the contracts, despite having the best product. Six months later, the company filed for bankruptcy.

CASE 3: The instruction manual the scared customers away

As one of the first to enter the field of office automation, Sagatec Software, Inc. had built a reputation for designing high-quality and user-friendly database and accounting programs for business and industry. When they decided to enter the word-processing market, their engineers designed an effective, versatile, and powerful program that Sagatec felt sure would outperform any competitor.

To be sure that their new word-processing program was accurately documented, Sagatec asked the senior program designer to supervise writing the instruction manual. The result was a thorough, accurate and precise description of every detail of the program’s operation.

When Sagatec began marketing its new word processor, cries for help flooded in from office workers who were so confused by the massive manual that they couldn’t even find out how to get started. Then several business journals reviewed the program and judged it “too complicated” and “difficult to learn.” After an impressive start, sales of the new word processing program plummeted.

Sagatec eventually put out a new, clearly written training guide that led new users step by step through introductory exercises and told them how to find commands quickly. But the rewrite cost Sagatec $350,000, a year’s lead in the market, and its reputation for producing easy-to-use business software.

CASE 4: One garbled memo – 26 baffled phone calls

Joanne supervised 36 professionals in 6 city libraries. To cut the costs of unnecessary overtime, she issued this one-sentence memo to her staff:

After the 36 copies were sent out, Joanne’s office received 26 phone calls asking what the memo meant. What the 10 people who didn’t call about the memo thought is uncertain. It took a week to clarify the new policy.

CASE 5: Big science — Little rhetoric

The following excerpt is from Carl Sagan’s book, The Demon-Haunted World: Science as a Candle in the Dark, [8] itself both a plea for and an excellent example of clear scientific communication:

The Superconducting Supercollider (SSC) would have been the preeminent instrument on the planet for probing the fine structure of matter and the nature of the early Universe. Its price tag was $10 to $15 billion. It was cancelled by Congress in 1993 after about $2 billion had been spent — a worst of both worlds outcome. But this debate was not, I think, mainly about declining interest in the support of science. Few in Congress understood what modern high-energy accelerators are for. They are not for weapons. They have no practical applications. They are for something that is, worrisomely from the point of view of many, called “the theory of everything.” Explanations that involve entities called quarks, charm, flavor, color, etc., sound as if physicists are being cute. The whole thing has an aura, in the view of at least some Congresspeople I’ve talked to, of “nerds gone wild” — which I suppose is an uncharitable way of describing curiosity-based science. No one asked to pay for this had the foggiest idea of what a Higgs boson is. I’ve read some of the material intended to justify the SSC. At the very end, some of it wasn’t too bad, but there was nothing that really addressed what the project was about on a level accessible to bright but skeptical non-physicists. If physicists are asking for 10 or 15 billion dollars to build a machine that has no practical value, at the very least they should make an extremely serious effort, with dazzling graphics, metaphors, and capable use of the English language, to justify their proposal. More than financial mismanagement, budgetary constraints, and political incompetence, I think this is the key to the failure of the SSC.

CASE 6: The co-op student who mixed up genres

Chris was simultaneously enrolled in a university writing course and working as a co-op student at the Widget Manufacturing plant. As part of his co-op work experience, Chris shadowed his supervisor/mentor on a safety inspection of the plant, and was asked to write up the results of the inspection in a compliance memo . In the same week, Chris’s writing instructor assigned the class to write a narrative essay based on some personal experience. Chris, trying to be efficient, thought that the plant visit experience could provide the basis for his essay assignment as well.

He wrote the essay first, because he was used to writing essays and was pretty good at it. He had never even seen a compliance memo, much less written one, so was not as confident about that task. He began the essay like this:

On June 1, 2018, I conducted a safety audit of the Widget Manufacturing plant in New City. The purpose of the audit was to ensure that all processes and activities in the plant adhere to safety and handling rules and policies outlined in the Workplace Safety Handbook and relevant government regulations. I was escorted on a 3-hour tour of the facility by…

Chris finished the essay and submitted it to his writing instructor. He then revised the essay slightly, keeping the introduction the same, and submitted it to his co-op supervisor. He “aced” the essay, getting an A grade, but his supervisor told him that the report was unacceptable and would have to be rewritten – especially the beginning, which should have clearly indicated whether or not the plant was in compliance with safety regulations. Chris was aghast! He had never heard of putting the “conclusion” at the beginning . He missed the company softball game that Saturday so he could rewrite the report to the satisfaction of his supervisor.

  • J. Bernoff, "Bad writing costs business billions," Daily Beast , Oct. 16, 2016 [Online]. Available:  https://www.thedailybeast.com/bad-writing-costs-businesses-billions?ref=scroll ↵
  • J. Reiter, "The 'Project Cartoon' root cause," Medium, 2 July 2019. Available: https://medium.com/@thx2001r/the-project-cartoon-root-cause-5e82e404ec8a ↵
  • G. Robertson, “Comma quirk irks Rogers,” Globe and Mail , Aug. 6, 2006 [Online]. Available: https://www.theglobeandmail.com/report-on-business/comma-quirk-irks-rogers/article1101686/ ↵
  • “The £8.8m typo: How one mistake killed a family business,” (28 Jan. 2015). The Guardian [online]. Available: https://www.theguardian.com/law/shortcuts/2015/jan/28/typo-how-one-mistake-killed-a-family-business-taylor-and-sons ↵
  • E. Tufte, The Cognitive Style of PowerPoint , 2001 [Online]. Available: https://www.inf.ed.ac.uk/teaching/courses/pi/2016_2017/phil/tufte-powerpoint.pdf ↵
  • C. McFadden, "Understanding the tragic Hyatt Regency walkway collapse," Interesting Engineering , July 4, 2017 [Online]: https://interestingengineering.com/understanding-hyatt-regency-walkway-collapse ↵
  • T.M. Goerges (1996), Analytical Writing for Science and Technology [Online], Available: https://www.scribd.com/document/96822930/Analytical-Writing ↵
  • C. Sagan, The Demon-Haunted World: Science as a Candle in the Dark, New York, NY: Random House, 1995. ↵

Technical Writing Essentials by Suzan Last is licensed under a Creative Commons Attribution 4.0 International License , except where otherwise noted.

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Internal Communications

5 Internal Communication Case Studies and Best Practices To Follow

By Alex Cleary

Updated: Dec 26, 2023

From employee engagement to workplace culture to change management, businesses often face similar challenges to each other even if those businesses are radically different. While the specifics of these challenges may differ, how other businesses solve these challenges can give you new insights into addressing your own.

We’re always interested in how our customers use ContactMonkey to solve their internal communications challenges, which is why we publish customer case studies. Learn how other businesses solve their communication challenges and get inspiration on ways you can improve your business by using an internal communications tool .

Improve your internal communications today.

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What is an Internal Communication Case Study?

An internal communication case study examines how a company addressed a specific problem facing their organization, or achieved a specific goal. Communication is crucial for every business, and communication challenges can manifest in all kinds of situations.

An effective internal communication case study will clearly outline the problem, solution, and result of the business’ efforts to reach their goal. An internal communication case study should also outline best practices that were developed in this process, and how those best practices serve the business going forward.

Why are internal communication case studies important?

A good internal communication case study should not only explain the circumstances around a specific business’ problems and solution. It should also help others develop new ways to approach their own internal communication challenges , and shed light on common communication pitfalls that face a majority of businesses.

Whenever you’re facing a particular communication problem at your workplace, we recommend searching out a relevant internal communication case study about businesses facing similar issues. Even though the particulars may be different, it’s always important to see how internal communications problems are solved .

Featured Resource: Internal Email Benchmark Report 2023

business communication skills case study

How do your internal email performance metrics compare to 20 key industries? 

5 Best Internal Communications Case Studies

We put together this list of our favourite ContactMonkey case studies that best demonstrate the many problems our internal communications software can be used to solve. If you want to learn more about any of these customers and see other case studies, check out our Customers page .

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1. Mettler Toledo Saves Days on their Internal Communications with ContactMonkey

When Kate Kraley began as Mettler Toledo’s Marketing Communications Specialist, she wanted to use internal communications to increase engagement and improve communication with employees.

But Mettler Toledo —a global manufacturer of precision instruments for various industries—had a confusing and ineffective array of internal communications channels . Here’s how Kate took charge of internal communications at Mettler Toledo with ContactMonkey.

Kate came to an internal communications department tasked with reaching employees through a number of channels. Email was the main focus of their approach, but this encompassed many forms of communication based on email like employee newsletters, eNews, and quarterly email updates.

Kate wanted to improve the quality of their internal communications. She used a variety of tools to create their newsletters, including using Mailchimp and online HTML template builder. But because Mailchimp is not for internal communications , Kate and her team found themselves spending over 8 hours a week building their internal communications:

“We faced challenges with Mailchimp. Since we had to leave Outlook to use Mailchimp, we found it was double the work to maintain distribution lists in both Outlook and Mailchimp. The HTML builder in Mailchimp was also difficult to use as it didn’t work well with older versions of Outlook, compromising the layout.”

Kate also needed a way to determine whether Mettler Toledo employees were actually reading her internal communications. She used Mailchimp to track open rate, but wanted more in-depth measures of engagement. That’s when she switched to ContactMonkey.

Kate found ContactMonkey via the IABC Hub in 2018, and began testing it out. ContactMonkey’s all-in-one internal communications software removed the need to switch from tool to tool. Using our email template builder , Kate now builds visually stunning email newsletters and templates without having to navigate away from Outlook:

Email template for employees - innovative internal communication ideas

She also now has access to her own analytics dashboard . Kate analyzes numerous email metrics like open rate, click-through rate, read time, opens by device and location, and more to see which communications are driving the most engagement. With this new centralized approach, Kate knew she had found the right solution:

“Once I started using ContactMonkey, I realized I was able to save 4 hours of work a week, which translated to 25 days saved per year! ContactMonkey has helped us understand what employees are interested in!”

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2. BASF Manages Their Remote Workforce with ContactMonkey

Mark Kaplan is the Global Communications Manager at BASF’s Agricultural Group —a department of the German chemical company BASF SE. Because BASF has offices and production sites around the world, Mark coordinates with other internal communicators across the company to drive employee engagement.

With the success of any business comes new challenges, and BASF isn’t any different. While Mark knew he had to keep others informed of the latest news from the BASF Agricultural Group, he was aware employees would be receiving news from other parts of the company as well.

With many different departments sending their own internal communications, Mark faced a difficult task: keeping employees engaged while being careful not to overwhelm them with countless emails and updates.

“We try to be very strategic with what we’re sending out because people are already getting a lot.”

Not only did Mark have to find a solution that made his email communications more engaging, but he also had to prove the value of whatever solution he chose to management. How could Mark show that he was increasing employee engagement while avoiding tuning out from oversaturation?

Mark began using ContactMonkey to create better internal communications for BASF employees. Using our drag-and-drop email template builder, he designs emails that maximized communication and minimized distractions, keeping information to just what his recipients needed to know.

Mark uses ContactMonkey’s email template library to save time on his email design process. He also uses the easy drag-and-drop format of the email template builder to add multimedia into his email communications to save space and increase their effectiveness:

business communication skills case study

Mark uses the email analytics provided by ContactMonkey to determine the best times to send internal emails . Not only does email analytics help Mark increase engagement on his employee emails, but he now has hard data he can show management to prove the value of his internal communications.

“ContactMonkey has been great in that I can download a report, attach it to an email, and send it to our top leadership and say, ‘Oh, wow. 88% of the organization opened this in the last 24 hours, I think we should do more of this.’ It’s that little extra credibility.”

Build professional emails with ContactMonkey

Access beautiful email templates out of the box.

3. Alnylam Drives Remote Employee Engagement Using ContactMonkey

Employee engagement is crucial for ongoing productivity and growth, and Alnylam’s Brendon Pires wanted to leverage their internal communications to increase engagement.

Brendon is an internal communications specialist at Alnylam —the world’s leading RNAi therapeutics company—and is tasked with keeping their 2000+ employees engaged and informed. But Brendon’s existing internal communications process was leading to issues all over the place.

Like many companies, Alnylam shifted to remote work when the COVID-19 pandemic hit. Brendon knew that employees would be relying on his emails to stay up-to-date on the latest company news and announcements, but their existing internal communications tool wasn’t up to the task:

  • Scheduled emails were prevented from being sent out.
  • Email design was a chore with a difficult-to-use email builder.
  • Intranet traffic was down and Brendon’s emails weren’t driving traffic to it.
  • Email tracking was limited as many internal emails were being flagged by their tracking software’s firewall.

“We were having consistent issues and it had been going on for like a couple of months. It was one issue after the other, between emails not sending because they were getting caught in our firewall, and then tracking not being consistent. So at the end of the day it was kind of like that’s really important, you know? Obviously if I can’t send that email that’s a problem. So that’s what really drove us to look at other solutions like ContactMonkey”

Brendon and Alnylam use Outlook for their employee emails, so he began looking for alternatives to his current software. That’s when Brendon found ContactMonkey.

Right away Brendon had a much easier time creating internal emails using our email template builder. He can create stellar internal emails and email templates that drive more engagement.

Brendon also uses ContactMonkey’s embedded star ratings to let Alnylam employees rate the emails they’re receiving. This helps Brendon and his team zero-in on their most engaging email content. He also uses our email analytics to measure engagement via open rate and click-through rate. He maximizes his results on these metrics by using ContactMonkey’s scheduled email sending:

business communication skills case study

Using ContactMonkey, Brendon was able to increase email engagement and drive traffic to Alnylam’s internal intranet . He now sends emails without worry of encountering sending errors that can hinder engagement—like Outlook not rendering HTML emails .

“ContactMonkey is really easy to use and allows me to create really nice content. There’s enough customization so we can do what we really want and have some creative freedom.”

4. Travel Counsellors Ltd. Stays Connected with Remote Employees Using ContactMonkey

In an economy deeply impacted by COVID-19, countless companies had to adapt to new challenges. As Community Manager at Travel Counsellors , Dave Purcell experienced firsthand the effects on morale and engagement his over 1,900 partners experienced as result of the quarantine and resulting societal changes.

Dave wanted to regularly check-in on Travel Counsellors franchisees’ wellbeing, and measure their engagement over time. But Dave’s current method of checking-in on an audience of over 1,900 was not up to the task.

Using their existing email software, Dave encountered all sorts of problems when trying to gauge wellness and drive email engagement. He and his team were unable to create personalized internal communications , as they were told it just wasn’t possible with their existing “solution”. They also experienced numerous tracking issues, as they were receiving tracking numbers that didn’t make any sense.

“The stats we had previously were unusable and that’s the easiest way I can put it. I was getting 200% open rates, which was just impossible.”

Realizing that email tracking and personalization were must-have features for him and his team, Dave sought a new email software that could deliver what he was looking for.

With the aim of sending personalized emails and tracking wellness in his organization, Dave was immediately impressed by ContactMonkey. “I stumbled across ContactMonkey, and everything just screamed: ‘This is the right platform for us’. It’s pretty fantastic.”

Dave uses ContactMonkey’s merge tags to create personalized subject lines and body copy based on the recipient:

Adding merge tags to a subject line for an email being sent in Gmail using ContactMonkey.

He also began using emoji reactions on his weekly employee newsletters , using them as a pulse check survey for his audience.

“Mindset and wellbeing have always been a big part of what we do. It’s even more so now. Our franchisees craved that personal interaction. ‘Welcome to a Brand New Week’ checks in with them on a Monday, sees how they’re feeling with emoji reactions. And we do the same on a Friday.”

In addition to customization and surveys, Dave uses our email template builder’s custom employer branding options to save time on creating his email newsletters. All of this is driven by email analytics that help Dave and his team determine which content is generating the greatest engagement.

“Our commercial team is looking at what people are engaging with in terms of link clicks and what they’re not engaging with and changing our tactic depending on that. We also send an update from our CEO and we can now track this more accurately. We’re getting a 90% open rate within two days.”

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5. Exemplis Boosts Internal Communications Engagement with ContactMonkey

When Corey Kachigan arrived at Exemplis as Engagement and Communications Lead, she knew she had her work cut out for her. Exemplis—the largest volume manufacturer of office seating in North America—was experiencing rapid growth but did not have any sort of internal communications strategy . Corey knew if she wanted to properly manage Exemplis’ ongoing growth, she’d need to make internal communications an indispensable part of the business.

Before Corey arrived, Exemplis’ existing internal communications consisted only of random announcements and update emails. They had no defined approach for sending internal communications, which lead to emails that can cause employees to tune out.

“Our receptionist would email: ‘Hey, whoever left their coffee mug in the sink, please clean it and take it back to your desk.’ And it’s like, okay, that just went to 200 people.”

Corey and her team knew they had to harness their email resources better, and wanted a way to measure what employees actually wanted to see.

“We need some metrics to gauge whether this is working or not. We’re rolling out all these things, but we can’t tell if employees are even clicking these emails. Our team is inundated with hundreds of emails a day. How do we know they are reading these and how do we know they find it valuable? We have no idea.”

They also wanted to use emails to align their ever-growing employee base with Exemplis’ core values and vision. Using Mailchimp—an external marketing email tool—resulted in more problems than solutions. Corey experienced issues with importing and tracking emails within Outlook. She realized that Mailchimp is not for internal communications , and set out to find a new solution to power her employee emails.

So Corey began searching for a new email software for internal communications. Creating a definite approach to internal communications was just one priority of hers; she also wanted to prove the value of internal communications to management using hard data.

What first stood out to Corey about ContactMonkey was the crisp layout and that it worked with Exemplis’ existing Outlook system. ContactMonkey uses your company’s existing email services, and this meant Corey would no longer encounter internal email problems caused by an external tool like Mailchimp.

Corey now uses email metrics and employee feedback to inform her internal communications approach. She features pulse surveys on her internal emails, and uses the results in combination with email metrics to pinpoint what Exemplis employees want to see.

ContactMonkey eNPS survey

With ContactMonkey’s email analytics, Corey can point to real engagement data to back up her internal communications objectives.

“The thing I love about ContactMonkey is that it allows us to communicate more consistently with our team, but also be able to have the data to back it up. When we used to send out newsletters, we didn’t really have a way to see who did or didn’t open it, who clicked what and they couldn’t interact with the communication besides reply to me, which was super cumbersome.”

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Achieve Your Internal Communications Goals with ContactMonkey

Although internal communications is a common aspect of all businesses, everyone approaches it differently. Finding out the best email practices that work for your employees is a crucial step in the quest for increased engagement.

Read even one internal communication case study and you’ll see how ContactMonkey stands out among other internal communications tools. You can create, send, and track internal emails, and collect employee feedback and email metrics to develop innovative internal communication tactics . Whether you’re a seasoned internal communicator or new to the field, ContactMonkey can turn your internal communications into a powerful driver of productivity and growth at your organization.

Discover the power of modern internal comms tools.

See the benefits of ContactMonkey in about 15 minutes.

Want to see ContactMonkey in action? Book a free demo to see how our internal communications software can transform your employee emails:

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5.1: Preface: Learning with Case Studies

Learning objectives.

business communication skills case study

  • Identify the use of case studies in learning scenarios
  • Describe the types of case studies available for learning use

Case Studies: Definition and Uses

Case studies are detailed “stories” about a business situation that allow us to consider a number of aspects of the business world:

  • the diversity of everyday business situations we might encounter;
  • the seriousness of some of the dilemmas business professionals routinely deal with;
  • the consequences involved if a difficult situation is mishandled (if those involved do or say the wrong thing);
  • the difficulty to choose the best response in a complicated business situation (sometimes, there is no ideal solution, and we might have to choose the least damaging solution instead).

These “stories” typically provide detailed information about the business situation in question, the problem encountered, how it was approached, and to what results. They can be shorter or longer, and strictly descriptive (most cases used for training purposes in college tend to be descriptive, and students are asked to analyze them) or analytical (some academic case studies provide analysis, too, and they might also make suggestions regarding better ways to address similar situations in the future). For instance, an academic article tracing Target’s failure to operate in Canada (2013-2015) would summarize in detail the facts of the case and analyze where the company went wrong; it might also suggest what the company should have done instead to secure a place on the Canadian market.

Professionals in different fields often use case studies as part of their research into various issues of interest for their organization (for instance, when they decide to launch a new product and/or service and want to learn from other companies’ success/failure before they plan their course of action). In college/university courses, case studies are used in order to connect the course material more effectively to the types of tasks the students will have to perform at work once they graduate.

Main advantages of learning with case studies — in general and in COMM 6019 :

  • Case studies allow us to apply the theoretical knowledge we have acquired, so we can see how we can take advantage of our knowledge in everyday business situations.
  • Case studies encourage critical thinking and collaborative learning.
  • Based on what we know about professional business communication, we can use case studies to assess situations, examine options, trace a course of action for each option, and decide which might be the best. In so doing, we have to keep our focus on our goal.
  • For each case study, we should try to make suggestions that would allow those involved to reach their goal, if possible, or get as close to their initial expectations as possible.
  • people who are equally valuable in an organization might have very different leadership, management, or communication styles – and they might fail to appreciate each other for these reasons;
  • depending on our boss and coworkers’ personality, background, and preferences, different approaches must be taken to ensure success (a direct approach might work with some of them, whereas others might prefer an indirect approach; there might also be situations when certain issues should not be brought up at all in order to avoid making a bad situation worse;
  • choosing the wrong words in expressing an idea might have serious consequences for our career, even if we had the best of intentions in initiating contact with the other person(s) involved and did not mean to offend anyone.

Approaching Case Studies Analytically and Making Suggestions

Understanding the situation.

Whenever we work with a case study, we should take an analytical approach. First, we should make sure we understand the situation clearly. That includes identifying the following:

1. The problem/ issue:

What is the problem, exactly? In complex business situations, this question might not be as easy to answer as it seems. For example, there might be several problems involved, and trying to solve them all or treating them all as equally important might cause us to get lost in details and give insufficient attention to the one issue that might have the most damaging effect on our organization. In identifying the problem, we need to clearly distinguish between major concerns and peripheral aspects.

2. The context/background:

What caused the problem? Again, the answer might not be easy to formulate. There might be multiple causes, and some might have had more impact than others. Some of these causes might be out of anyone’s control: unpredictable market fluctuations due to natural disasters, etc. Others might be mistakes people made: lack of foresight in analyzing the market, communication problems, etc.

We also need to analyze the context in terms of the options available in addressing the problem. For example, the context might not allow for a certain type of approach (some obvious examples would be differences in legislation or in cultural norms between different countries).

3. The key aspects/facts of the situation:

Again, distinguishing between major and minor aspects might not be an easy task. Making this distinction might be particularly difficult for people who are directly involved in the situation. This may seem counterintuitive, but if, say, a project leader is more invested in some parts of a project than others for whatever reason, he/she might not be able to judge the key facts correctly in a crisis.

4. The decision-maker’s priorities and goal:

We need to understand exactly what the decision-maker is hoping to achieve, as well as what he/she can – realistically – achieve. We also need to understand the decision-maker’s and the company’s priorities. Caution is recommended here: the decision-maker might not be aware that there is a mismatch between the goal he/she has set and the company’s priorities. If that is the case, our recommendations may have to include cautious explanations that might help the decision-maker redefine his/her goal.

Analyzing Options

Next, we should try to see how many options the decision-maker might have. The key question at this stage is the following: Can the problem be solved (can all negative aspects or effects be completely eliminated) or is reducing the negative effects the best we can hope for?

Many professionals sometimes make a situation worse because they naïvely assume that every conflict or problem can be completely eliminated, in all its overt and hidden implications/ consequences. Thus, they set the wrong goal (an unreachable goal ) and choose their strategies based on that goal. In such situations, the results can be disastrous – financial losses, loss of reputation, etc. — because resources will be wasted on aspects that were hopeless to begin with. Setting a more realistic goal (say, to improve specific aspects of the situation in a limited, achievable way) would allow decision-makers to select the right strategies to reduce losses as much as possible, and to get the most out of the resources available.

Presenting Persuasive Suggestions

Finally, after analyzing the situation and the available options, case studies allow us to present and motivate our recommendation as we would at work. To make our recommendation persuasive, we should offer several options (typically, at least two or three) and discuss them in detail, to show that the one we recommend is the most likely to lead to a positive outcome.

Here are some aspects to consider in choosing the solutions we should discuss and then selecting the best one:

  • If other decision-makers involved seem to favour an approach with which we disagree, we need to include that approach as one of the options, analyze it, and show that it will have limited success or that it comports serious risks.
  • Potential improvements, as well as potential risks need to be discussed in detail for the solution we want to recommend, too. If we do not mention some obvious drawbacks of the solution we support, we can lose our credibility.
  • The idea is to show that we have carefully weighed all relevant options and that we chosen the option that seems to be the most advantageous.

Case Study Work in COMM 6019 and Workplace Applications

Depending on your course section and professor, you might have to do more or less case study-related work in this course, but you are likely going to be asked to complete at least two case study-related assignments. Specifically, your professors might use information from case studies to create scenarios for your written assignments, or they may ask you to find and/or analyze case studies specific to your field, always with a focus on communication aspects. Case study elements can also be used in the Research Report, although they are not mandatory.

Our work with case studies in COMM 6019 is meant to help you assimilate the necessary strategies in analyzing any business situation (from a communication perspective, as well as in general). This experience will prove particularly useful when you are asked to complete analytical reports and recommendation reports at work. Any routine business situation, as well as any crisis, can be analyzed in this manner to make sure we arrive at the best decision.

Whenever you are assigned this type of task in the workplace, make sure you understand what you are expected to do and that you do just that:

  • In some cases, you might be asked for a recommendation, whereas in others you might just be asked to analyze options.
  • If you are asked to analyze options, you can still explain which option you think is best, to show initiative – but only if you think your reader(s) would be open to accepting a recommendation. (Some upper-management employees might think that you are overstepping your mandate if you do that. Always consider your primary audience carefully when you make such decisions.)

In courses focused on field-specific skills, professors usually use complex case studies, and the students are expected to produce lengthy case study-related assignments (reports). Thus, the case studies provided to students would be at least 4 pages long (usually much longer), and the reports the students would be expected to write might be 2000-word reports that include information from several research sources.

In COMM 6019, our focus is on teaching students how to analyze situations and make recommendations in objective language and without saying anything that might be perceived as unnecessarily negative, insensitive, or offensive . To this end, we typically use short case studies and short articles reporting various real-life business/professional incidents  as “prompts” for assignments – to help you understand what kinds of problems professionals have to deal with in the business/professional world and what might be the best approach from a communication perspective . Your professors might also ask you to read a longer, more complex case study but focus on just one particular aspect of the situation instead of providing a full-length case study analysis (a long report). This is meant to stimulate your critical thinking skills while maintaining the focus on the main objective of this course – helping students to acquire the writing and communication techniques they need in order to make their case effectively in any business situation, however difficult/ sensitive.

A Sample Case Study

Here is an example of a case study we might use in a Professional Communication class:

  • https://www.iveycases.com/ProductView.aspx?id=35525

This is a tricky case study – as case studies usually are. In class discussions, some students rush to suggest that the two business people involved should set up a meeting and solve their financial disagreements immediately, so that they can work together on the new task they have been assigned. However, a more careful analysis of the case study would show that this is a naïve approach. The details provided about the two individuals’ educational background, personality, work history, and history of business conflict (including a lawsuit!) clearly indicate that they won’t be able to “solve the problem” in a meeting (or two, or ten). Therefore, what they need to do is agree to focus on the new task and never mention their previous problems in meetings related to the new task, allowing the old conflict to be solved in court.

Once this aspect of the situation is clarified, a good way to use this case study for an assignment in COMM 6019 would be to ask students to pick one of the two business professionals and write a short recommendation report from a Communication perspective, advising the person of their choice that the best way to approach the situation is to keep the old conflict and the new task separate. To be persuasive and useful, the report would have to include the following sections:

  • an analysis of the situation, explaining why this is the best option;
  • a section of detailed suggestions concerning exactly how the person they are advising should behave, exactly what he should say, etc.

In order to help you to understand a little better the relevance of the content studied in this course for the work you will do as professionals, your professors may relate case studies or media coverage of business/ professional/ corporate incidents to any number of themes covered in this course, from effective social media use to workplace diversity and intercultural communication to employment interviews.

Case Studies and Workplace Communication: Quick Example

Here is an example of a costly communication mistake concerning the channel of communication chosen by the sender of the initial message and the role the receiver decided to assume — a mistake with serious international consequences, as you are about to see.

You might have heard that Hillary Clinton is assumed to have lost quite a few votes in the US election in 2016 after some emails exchanged between individuals in high-ranking positions in her campaign were “leaked” as a result of hacking. According to a December 2016 New York Times article, FBI agent Adrian Hawkins called the Democratic National Committee in September 2015 to warn them that their computers are being hacked by “The Dukes,” a cyberespionage team linked to the Russian Government. He was transferred to the Help Desk and spoke to Yared Tamene, a tech-support contractor working for the DNC, who did a routine check of the DNC computer system logs to look for evidence of a cyberattack and did not find any.

Tamene was not an expert in cyberattacks, and “The Dukes” appear to be a sophisticated group – they are suspected of having hacked the unclassified email systems of the White House and the State Department, among other cybercrimes. Apparently, Tamene was not sure if Hawkins was a real FBI agent or an impostor – sohe  did not conduct a more thorough search for signs of hacking and did not transmit the information to higher-ranking DNC officials, although Special Agent Hawkins called repeatedly, over several weeks.

You can read a New York Times article on this topic here if you are not familiar with the incident:

  • The Perfect Weapon: How Russian Cyberpower Invaded the U.S . (https://www.nytimes.com/2016/12/13/us/politics/russia-hack-election-dnc.html?_r=0)

It is easy to see that several communication mistakes are to blame for the fact that the cyberattack was not stopped right away. Most importantly,

  • The FBI agent spoke on the phone with a tech desk employee instead of setting up an official face-to-face meeting with a top DNC official (he made a serious error in choosing the channel of communication and the person to contact).
  • The tech desk employee acted as a gatekeeper for the message although he was not competent to assess the validity of the warning (he made a serious error in judgement).

Since Hillary Clinton won the popular vote (by 2.8 million votes) and was narrowly defeated in several key states, many political commentators have argued that if even one mistake of this type had been avoided, she could have been the President of the U.S. instead of Donald Trump. Imagine what this public perception might mean for the future career of the F.B.I. agent or for that of the tech desk employee involved. Even communication mistakes of a much lower magnitude can get employees into serious trouble. At the very least, they would lose any chance at promotions. Consequences might also include being fired and, perhaps, becoming unemployable in their field. (Who would take a chance on a potential employee with this kind of work history?)

Additional  Case Study Examples

A list of case studies in Astronomy, Biochemistry, Bioinformatics, Chemistry, Ethics, Evolution, Genetics, Behavior, Biology, Botany, Ecology, Epidemiology, Health Sciences, Microbiology, Phylogenetics, Physiology, Physics,  and other disciplines:

  • http://bioquest.org/icbl/cases.php 

National Centre for Case Study Teaching in Science: The purpose of this center is to “promote a nationwide application of active learning techniques to the teaching of science, with a particular emphasis on case studies and problem-based learning” (quotation from front page of the official website). This resource contains many cases in all areas of science:

  • http://sciencecases.lib.buffalo.edu/cs/ and, more specifically:
  • http://sciencecases.lib.buffalo.edu/cs/collection/

MERLOT II: Multimedia Educational Resource for Learning and Online Teaching: You can have access to many cases in various disciplines by doing a search with the key phrase: “case studies”.

  • https://www.merlot.org/merlot/index.htm

Stanley, E., (n.d.). Investigative case based learning examples, SERC Pedagogic Service Project: Several cases are provided and some of the Earth Systems topics are in atmosphere, biosphere, climate, Earth’s cycles, human dimensions, hydrology and surface processes.

  • http://serc.carleton.edu/introgeo/icbl/examples.html

Ryerson University – The Teaching and Learning Office – Teaching Methods for Case Studies: This is a pdf file with information on how to pick a case study, how to prepare students for it, the importance of knowing students’ abilities and needs, how to lead the discussion, what types of questions to be asked, and the evaluation process.

  • http://www.ryerson.ca/content/dam/lt/resources/handouts/CaseMethodBestPractices.pdf

Boston University – Center for Teaching and Learning – Using Case Studies to Teach: This website has a brief introduction on case study use to teach: common elements in case studies, advantages in using them in class, guidelines for using them, how to lead a case discussion and how to evaluate performance.

  • http://www.bu.edu/ctl/teaching-resources/using-case-studies-to-teach/

The case directory of Western University’s Ivey Business School:

  • https://www.ivey.uwo.ca/internationalbusiness/resources/published-cases/case-directory/http://www.bu.edu/ctl/teaching-resources/using-case-studies-to-teach/

Key Takeaways

Key Icon

  • Case studies allow for complex learning activities that stimulate the development of higher-order cognitive skills such as critical thinking in students
  • Analyzing a case study (and any business situation) involved understanding the problem/ issue, the context of the problem, the key aspects of the situation, and the decision-maker’s priorities and goal.
  • In making suggestions, we should always start by carefully assessing what is achievable and what is not — to avoid directing resources at issues that can’t be solved. We should also make our suggestions in clear, objective language, being careful to avoid careless and unnecessarily negative comments.

Additional resources for case study-based learning:

Brown University, (n.d.). Case Studies. Retrieved April 13, 2017 from:

https://www.brown.edu/about/administration/sheridan-center/teaching-learning/effective-classroom-practices/case-studies  

Davis, C., and Wilcock, E. (2003). Teaching materials using case studies. In UK Centre for Materials Education: Working with you to enhance the student experience. Retrieved on April 18, 2017 from:

http://www.materials.ac.uk/guides/1-casestudies.pdf

Stanford University Newsletter on Teaching, (1994). Teaching with case studies. In Speaking of Teaching, 5(2), 1-4. Retrieved on April 13 2017 from:

https://web.stanford.edu/dept/CTL/Newsletter/case_studies.pdf

Stanley, E., (n.d.). Using Investigative Cases. SERC Pedagogic Service Project. Retrieved on April 18, 2017, from:

http://serc.carleton.edu/introgeo/icbl/index.html

The BioQuest Library IV, (1996). Planning for case-based learning. Retrieved on April 18, 2017, from:

http://bioquest.org/lifelines/PlanningStages.html#structure

Advanced Professional Communication Copyright © 2021 by Melissa Ashman; Arley Cruthers; eCampusOntario; Ontario Business Faculty; and University of Minnesota is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License , except where otherwise noted.

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Business Communication for Success

(39 reviews)

business communication skills case study

Copyright Year: 2015

ISBN 13: 9781946135056

Publisher: University of Minnesota Libraries Publishing

Language: English

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business communication skills case study

Reviewed by April Schofield, Senior Lecturer and Director, Metropolitan State University of Denver on 7/15/22

This is a very comprehensive textbook and includes over 600 pages of content. It includes the necessary components to help students communicate effectively in business environments. read more

Comprehensiveness rating: 5 see less

This is a very comprehensive textbook and includes over 600 pages of content. It includes the necessary components to help students communicate effectively in business environments.

Content Accuracy rating: 4

The included content is very accurate. There are some areas that need updating to reflect the current business environment.

Relevance/Longevity rating: 3

Since the book was published in 2015, newer concepts are not addressed. For example, how to communicate effectively in virtual meetings or via social channels. The nature of how we communicate has significantly changed since 2015 so any business communication textbook that is older will have similar shortfalls. I do believe this content could be added in standalone sections or chapters.

Clarity rating: 5

The book is conversational and engaging. It is appropriate for an introductory level class and for students from various majors. I think all students could benefit from the communication concepts outlined in this book, not strictly business students.

Consistency rating: 5

The format and writing style are consistent throughout the entire book.

Modularity rating: 5

The book is easily broken up into smaller reading sections. I appreciated the questions to start each chapter, the reviews of important concepts, and the exercises at the end of each chapter. These could be used as classroom conversations, homework assignments, etc.

Organization/Structure/Flow rating: 5

The early chapters are foundational (why communication is important, the science of language and communication), followed by "how to" chapters. The table of contents provides a robust overview of topics, beyond chapter titles.

Interface rating: 5

There are multiple formats available, including PDF, ebook, online, XML, and ODF. I reviewed both the PDF and ebook versions. The various sections in the table of contents are hyperlinked. I found both formats easy to navigate and did not experience any issues.

Grammatical Errors rating: 5

The book is well-written and I did not notice grammatical errors. This is very important for a book focused on communication!

Cultural Relevance rating: 5

Intercultural and international communication is addressed throughout the book and an entire chapter is devoted to the topic.

Reviewed by Heather Leigh Maher, Adjunct Professor, City Colleges of Chicago on 5/31/22

While the book covers many essential topics in detail, others are less updated than is optimal and yet others are intermingled with other chapter headings, making them harder to find than I am used to in this type of textbook (such as more basic... read more

Comprehensiveness rating: 4 see less

While the book covers many essential topics in detail, others are less updated than is optimal and yet others are intermingled with other chapter headings, making them harder to find than I am used to in this type of textbook (such as more basic but important principles, such as audience analysis, which is scattered throughout several other chapters beyond the one titled as containing such information). Some ideas are basic, which is great to cover survey and more advanced courses, but I have a feeling I'd be having students read selections from several chapters for several topics I'm used to having more consolidated. While the table of contents is hyperlinked in the online and PDF versions, there is no index, which makes it tedious to identify every location relevant to a topic without extreme front-loading in course planning. Despite this, if it had more information on electronic elements that have changed the business landscape in the past 10 years or so, it might be worth doing the work--and maybe even supplementing missing items.

Content Accuracy rating: 5

It is accurate, but missing definitions for some jargon that may be hard for brand new business students, while including others when they probably aren't necessary. It seems to be biased only in that it seems to have a very specific student audience in mind, but I cannot for the life of me imagine actually meeting a student with that exact blend of needed and unneeded knowledge in one of my classes. Again, good if you like to customize your reading selections a great deal, but not as great if you're looking for a single text to fill the majority of your course content with only a smaller percentage of supplements from other sources.

Relevance/Longevity rating: 2

The book is already missing any significant content on how technology has massively changed business communication in the past 10 years, and while it mentions it indirectly (basically saying "it's affecting things") in several places, without at least one chapter dedicated to those changes, it seems both incomplete and very hard to update and revise.

Clarity rating: 4

Some jargon isn't given enough context to be clear for the range of learning levels the book attempts to cover (by my assessment), but the prose, while very heavy (minimal application of actual business writing principles in terms of white space and using visuals), is clear and well-edited.

Consistency rating: 2

The writing is consistent, but the level of assumed pre-existing knowledge is not consistent from chapter section to chapter section, or across chapters (some are much more consistent than others). The organizational structure is the weakest element of the book, as I mentioned with overlapping concepts discussed in multiple chapters that are not labeled in ways that would lead a reader--much less a student--to expect to find certain pieces of information in them.

Modularity rating: 2

As mentioned, there's overlap across chapters on topics, but not information, so you really need the whole thing. It's loosely organized into "Business Communication", "Business Writing", "Business Presentations", a bit on rhetoric, and then what feels like the author felt was "left over" in that they are important topics that didn't fit into the original outline? Maybe in a revision? I can only speculate. It also is quite prose-heavy without bread for illustrative graphics, which are always better received at the undergraduate level.

Organization/Structure/Flow rating: 1

One of my comments on "Modularity" is really the core commentary for me on this category, as the structure and organization looked excellent in the chapter titles, but the content proved they were a bit unfocused and, in some cases, misleading as relevant ideas were discussed in completely different sections: "...there's overlap across chapters on topics, but not information, so you really need the whole thing. It's loosely organized into "Business Communication", "Business Writing", "Business Presentations", a bit on rhetoric, and then what feels like the author felt was "left over" in that they are important topics that didn't fit into the original outline? Maybe in a revision? I can only speculate."

Interface rating: 4

The table of contents for the electronic PDF and the online version is all hyperlinked, which is great. The drop-down menus listing sub-sections in the chapters in the online version, is a bit clunky and unintuitive.

Well-edited.

Cultural Relevance rating: 2

All inter- and intra-cultural information in smushed into one of the chapters that feels like an afterthought or revision chapter added later. There is no integration of global business communication in any regular manner throughout the text, and exercises (which are weak in general) are very monocultural. It reads like a textbook for upper-middle class white students, written by one just a generation older. This is definitely an area where you'd need to go find another, *much* more detailed and specific source, especially for examples and possible homework exercises or group activities to put into action.

In general, I feel that this book is dated--not as much in content (but technology and non-American business knowledge and potential issues absolutely need a major addition with details and specific information), but in what it appears to emphasize. Perhaps the author was teaching several levels of skill across various classes and wanted one book that they could pick appropriate sections for all of them, or even just to save students even more money, but it reads as poorly organized and needing a major editorial structural overhaul (although I don't think modern editors even do that much work with authors any more). If you are willing to read the entire book, pretty much make your own index for how you want to organize your class, and don't mind supplementing close to half of your readings with outside sources, it could be extremely useful. However, you will definitely need to find the cultural and technological information elsewhere. I have survey-level students who have offered more specific and detailed information on both areas, but I do teach at an extremely diverse college system with many 1st, 1.5, and 2nd generation immigrants, as well as international students, which are excellent resources themselves in these areas.

Reviewed by Jessica Rick, Assistant Professor of Communication Studies, University of Southern Indiana on 5/20/22

This book is a comprehensive look at business and professional communication. It covers almost everything I would cover in my business and professional communication class. I really like the chapter on intercultural and international business... read more

This book is a comprehensive look at business and professional communication. It covers almost everything I would cover in my business and professional communication class. I really like the chapter on intercultural and international business practices as those are two areas often not included in other books.

This book is accurate.

Relevance/Longevity rating: 4

I didn't find many errors, but the definitions and models of communication are outdated. I believe the author could have found more recent definitions, models, and conceptions of communication. I also would have liked to see more of a discussion of organizational communication concepts in business communication.

Students were able to read and understand the book and its contents.

The book uses consistent terms and structure throughout. Previous chapters provide a good scaffolding for later chapters.

Modularity rating: 4

This book is almost too comprehensive that it is hard to navigate. But I do like that I can mix and match different parts of the book to fit my schedule and class content.

Students were able to follow the organization of the book. The numbering system makes it easy for students to find what to read for each class period.

No issues with the interface of the textbook.

No issues with the grammar.

Cultural Relevance rating: 4

Some of the examples could be updated to reflect a more nuanced understanding of a variety of perspectives. But overall, I was pleased with the cultural contexts discussed.

Reviewed by Susan Lantz, Teaching Associate Professor, West Virginia University on 4/25/22

The book is comprehensive. It definitely covers the basics. It covers areas of writing that I might not use for more advanced college writers, but would be absolutely vital for beginning college writers. read more

The book is comprehensive. It definitely covers the basics. It covers areas of writing that I might not use for more advanced college writers, but would be absolutely vital for beginning college writers.

The content was accurate. (Except for the page about web-search engines. . . which was outdated.)

For the most part, the authors/editors did a good job of avoiding language or references that were dated. They might want to revisit the page that lists "Some Examples of Internet Search Sites." They listed "Alta Vista" for example. . . which has since been taken over by Yahoo. They also list sites like dogpile, webcrawler, and The Encyclopedia Britannica. This information was pretty cutting edge in 2002, but times have changed.

The material was well-written, clear, and concise.

The text was internally consistent and easy to navigate. (This might change, though, according to formatting. I found the PDF easy to use, though.)

I was pleasantly pleased at how easy to the text was to read, divide, and excerpt.

The text was organized quite nicely. It was easy for me to find what I was looking for, and it followed a logical progression.

Navigation was no problem.

Grammar was fine. It was not (thankfully) overwritten.

I was very pleased to note that the text chose to discuss sensitive cultural issues in a very elegant manner.

Here's the thing about communication: The rules don't change much. Business Communication is all about getting the right information to the right person at the right time. What does change, is the technology we use to make it happen. It is nearly impossible to publish anything current that covers everything one needs to to about current methods of communicating using technology. The information is too "bleeding edge" and changes so quickly, that it would be out-dated almost immediately. The thing that this book does (and does very well) is stick to the basic rules of communication that don't change (with the exception of the search engine page.) Nearly every other section of the book sticks very firmly to the information that students need to know that does not change on a regular basis. The information about social media/videos/tiktok/instagram/facebook/YouTube/thenextbigthing is easily imporable from the web. This division makes it almost the perfect open educational resource.

Reviewed by Christina Wooten, Business Technology Faculty, Rogue Community College on 1/3/22

The material covered in the text is comprehensive as expected from a Business Communications text. Basics of Communication, Message, Audience, Writing, Types of Delivery, as well as three sections on different styles of presentation are included.... read more

Comprehensiveness rating: 3 see less

The material covered in the text is comprehensive as expected from a Business Communications text. Basics of Communication, Message, Audience, Writing, Types of Delivery, as well as three sections on different styles of presentation are included. This text does not have an index or glossary. The table of contents is thorough with chapter and section headings linked for easy navigation.

The text accurately portrays the topics covered. It appears to be overall an unbiased text. The content is, overall, error-free.

Overall, the text is up-to-date with technical information. There are some cultural points that may become outdated quickly (or could feel alienating to some students). For example, in "Demographic Traits" on page 86, there is a heavy focus on male/female as an example of a demographic trait. However, later in the same chapter, a lengthy discussion on "mutuality and non-judgmental-ism" ensues. Chapter 9 covers "up-to-date" communication methods used in the business arena very well. These include text, email, netiquette, memos, letters, proposals, reports, resume, and sales messages. Chapter 18 covers Intercultural Communication. My concern with this section is the references used are from 1958 and 2005. I feel strongly that there are more recent examples of references that could be used.

Clarity rating: 3

The text is written clearly with many bold faced words. There is no glossary or side-bar definitions, so the student would need to be informed to look the words up in a different dictionary.

The book is consistent in terminology, ideology, and framework throughout. The flow would be easy for a student to follow through a course.

The text is laid out in such a way that reading assignments could easily be created. Also, the text is broken up with exercises and images (most of which are relevant, clear, and correctly cited.) While some sections of the text do not have images, the blocks of text are broken up into nice sized sections with headings.

One change I would make if I were to use this text would be as follows: Chapter 18: Intercultural and International Business Communication is the next to last chapter in the book. I would place this far earlier (around the section where Sender/Receiver and Audience are discussed). This was the only place in the text where the material appeared (or felt) "out of order" for overall flow.

The links provided in the chapters and in the additional resources all work accurately. Images are clear and mostly related to text. There are two images that could be changed to a better image (one is the iceberg in Figure 3.4 the second is a clip art type image in Figure 9.6 which looks strangely out of place.

I did not notice any glaring grammar issues or errors.

I did not notice any examples that could be exclusive other than the gender example previously mentioned. There are several images which appear culturally inclusive.

The exercises though out the book (questions) are excellent starter questions for online discussion forums. The "Additional Resources" links at the conclusion of each chapter are excellent and offer the student (and instructor) many additional resources for class. There is no glossary or index for this text.

Reviewed by Steven Bookman, Adjunct Assistant Professor, Pace University on 6/23/21

The text covers all areas in addition to topics (e.g., ) not always covered. However, I wish some topics have more coverage (i.e., business modalities) while others have less. Overall, the this text is good for an introductory business writing... read more

The text covers all areas in addition to topics (e.g., ) not always covered. However, I wish some topics have more coverage (i.e., business modalities) while others have less. Overall, the this text is good for an introductory business writing course.

Content is accurate, error-free and unbiased.

The content is up-to-date. However, I wish the book was updated, so that it includes social media. Having said this, necessary updates would relatively easy and straightforward to implement. I had to bring in my own examples and case studies from other sources to supplement the text.

The author writes this text in a lucid, accessible prose, and provides adequate context for any jargon/technical terminology used.

The text is internally consistent in terms of terminology and framework.

The text is easily and readily divisible into smaller reading sections that can be assigned at different points within the course (i.e., enormous blocks of text without subheadings should be avoided).

The topics in the text are presented in a logical, clear fashion.

The text is free of significant interface issues, including navigation problems, distortion of images/charts, and any other display features that may distract or confuse the reader. There are a few options to read the book as well.

The text contains no grammatical errors.

The text is not culturally insensitive or offensive in any way although there could be some text with diversity, as this is a big issue these days. In the book's defense, it can easily be updated since it was written in 2015.

Reviewed by Karen Gaines, Associate Professor, Kansas City Kansas Community College on 5/7/21

The book is pretty thorough with the topics that are covered. In fact, there are topics in the presentation sections that are not normally covered in the business communications textbooks that I currently use. The order in which the subjects are... read more

The book is pretty thorough with the topics that are covered. In fact, there are topics in the presentation sections that are not normally covered in the business communications textbooks that I currently use. The order in which the subjects are presented is different than what I have been used to, and wanted to know if there was a particular reason for some of the ordering of subject matter.

Information is accurate and free of errors and bias.

Relevance/Longevity rating: 5

The information is relevant and timely. However, there should be more focus on virtual meetings, etiquette, how to productively run them, etc. and how to better engage others as there is less in-person interaction.

It was written in a clear and concise manner. The narrative was conversational and engaging.

Found the writing to be consistent throughout the book.

This book was easy to get to the specific information within each chapter with the use of subsections. Though there were some sections where they were text heavy, the use of the headings helped to break up the information into more visually appealing and practical hunks of information.

Organization/Structure/Flow rating: 4

It is easy to follow, but I am more used to having examples of writing styles (routine, persuasive, negative) grouped together earlier in the book.

This was an easy to navigate the book.

I did not see any grammatical errors.

The text is inclusive in its depiction of different groups of people.

Are there instructor resources available such as PowerPoints, more in-depth assignments, videos, and tests?

Reviewed by Terianne Brown, Lecturer, Hawaii Community College on 4/20/21

This is a thorough book but could benefit from certain chapters being expanded and others being condensed. read more

This is a thorough book but could benefit from certain chapters being expanded and others being condensed.

There are no issues with bias and no errors are evident.

There are a few references to outdated social media platforms, however, the text can be easily updated without taking away from the message of the contents.

The book uses appropriate language suitable for all readers.

The book has a consistent format. Headings and subheadings are standardized, as well as key terms being bolded.

The book can benefit by expanding the sections in Chapter 9 into individual chapters.

The book is well-organized and is easily followed.

Multiple interfaces are available and no immediate issues are evident. It was easy to Zoom into images in the online and digital pdf versions of the book.

There are no evident grammatical errors.

There are no direct references to specific races. The text does refer to race as something to consider in business communication but contains nothing culturally insensitive or offensive.

This is a well-written text that is well-suited for an Introductory to Business Communication course. The book could be improved by including more images and/or infographics to make it more interesting and less text-heavy.

Reviewed by Sharon McDermot, Business Adjunct, Northern Essex Community College on 3/18/21

The book is very comprehensive but I wish there were more coverage of business writing in different modalities. They do touch on texting and email but I think there needs to be more information on those subjects. The book does discuss business... read more

The book is very comprehensive but I wish there were more coverage of business writing in different modalities. They do touch on texting and email but I think there needs to be more information on those subjects. The book does discuss business presentations and audiences which is great. I would also like to see more real life exercises to use with students.

I did not see any inaccuracy.

This book was written in 2015. Many things have changed in business communication. I would like to see it updated to include the use of social media in business and how important that can be to the success of a business.

The book had good clarity.

The text was consistent with terminology and framework.

The text is easily broken up into smaller assignments and chapters.

The book can easily be arranged to prepare for a class using progression.

I did not see any interface issues nor did I have any problems with it.

The book does have chapters on intercultural communication which is great. I have been looking for that in an OER textbook.

If this book were revised to a more current date and included the social media aspect of business communication, I think it would be very useful. It does contain a lot of good information.

Reviewed by Dee Fretwell, Associate Professor, Southern Oregon University on 1/5/21

The subject is well covered for the introduction to Business Communication, with a gap in addressing very specific etiquette around professional communication via digital formats, such as emails, project management software, etc. until mid-way... read more

The subject is well covered for the introduction to Business Communication, with a gap in addressing very specific etiquette around professional communication via digital formats, such as emails, project management software, etc. until mid-way through the book.

Quite on point! I was impressed with the direct nature of the content and the broad audience types the curriculum was trying to reach.

Nicely written for readers of all ages from many backgrounds.

Clean, concise and grammatically on point.

Consistency rating: 4

I noted no inconsistencies.

Chapters were broken up nicely with graphics and such, allowing the reader to not fatigue as quickly as they might otherwise.

Pretty well done, with a request to begin examples of proper business writings earlier in the chapters.

Easy, clean and totally relevant.

Seemed appropriate to me!

Well done! Will likely use next term!!

Reviewed by Katherine Hatzis, Senior Lecturer II, University of Massachusetts Boston on 6/27/20

The book covers everything that one would want to teach in a business communication course. read more

The book covers everything that one would want to teach in a business communication course.

As far as I could tell the book is accurate and free of error and biases.

The book is up to date and it can be easily updated in the future.

The writing is clear and it does not use difficult language so this text would be appropriate for ESL or International business students as well.

I enjoyed the fact that the book used the same format throughout. It started with learning objectives and ended with takeaways and exercises.

The text was well divided into smaller sections which can help when assigning reading homework.

The book was well organized and straightforward. I like that it has a table of contents which helps with reading through the material.

The book's interface was fine. I just wished it was linked at the bottom of the page rather than having to constantly to go back to the main menu to go be able to move and read the next section or chapter. I had to keep going back to the main menu when I wanted to go to the next section of the same chapter. I think it would have been easier if it had a link at the end of the section that connected the next section.

I did not notice any grammar errors.

The book appears to be culturally neutral.

Overall it is a good general Business Communication textbook and it has a lot to offer. This is a textbook that I am going to incorporate into my courses. The only thing that I didn't like was navigating through the textbook.

Reviewed by Kathleen Berry, Adjunct Professor, Massasoit Community College on 6/23/20

The text covers all areas of the subject appropriately. read more

The text covers all areas of the subject appropriately.

I found very few typos. The information was clearly unbiased.

Although the book was updated last year, I think it could use a little updating in both photos and information.

Any jargon that may have been used was explained thoroughly.

The information is consistent. However, it is duplicated in many chapters.

Most of the book is strictly text with limited images.

The book is organized in a clear fashion. However, when I used it, I did teach out of order.

The text does not indicate any interface issues.

I did not find any grammatical errors.

I did not find any culturally offensive material.

I would have liked to see more information about diversity and inclusion in the textbook. The pre- and post- exercises in each chapter were beneficial. Students would have preferred a way to annotate the textbook when reading it.

Reviewed by Alison Schirone, Adjunct Faculty, Roxbury Community College on 6/4/20

I used this book for a recently business communications course. Generally speaking, the book had all the requisite basics of business communications. I added a few modules to address today's social mediums in more detail. A great free text,... read more

I used this book for a recently business communications course. Generally speaking, the book had all the requisite basics of business communications. I added a few modules to address today's social mediums in more detail. A great free text, would have loved to have some supporting materials; test modules, ppt slides.

Highly accurate, may be due for an update soon, just to bring things more current to how today's business communicators operate.

I studied business communications many moons ago. Some aspects of it have not changed since then; but we do have more social business communications mediums. The book can easily adapt to incorporation of more social communications mediums.

Appropriate for first year and beyond college students and community college students and/or management trainees.

Loved the questions prior to the start of the chapters; I often used them for class discussions and prompts. Good review of important aspects of each chapter. Good homework assignment ideas.

I mostly covered the chapters in order. Some I put more emphasis on; others I slid through speedily. For example, I did not spend as much time on International Business Communications.

Foundation chapters first; easy to apply those concepts to all other chapters that follow. I integrated some of the more current business communications tools like Linked In, resume building, and more in the writing sections. I had students who were preparing for the workplace so it was a practical diversion from the text.

Interface rating: 3

There were some useful bits that I wanted to use as handouts but the copying of those items were a bit fussy. Perhaps consider a collection of handouts/electronic worksheets?

I did not notice grammatical errors.

Ethnicity/race neutral. We had a great collection of people from diverse backgrounds in my course when I used this book, so we were able to apply some of the cultural communications ideas into discussion and assignment. I do think that perhaps some of the aspects of diversity could be updated to better reflect today's issues and people.

I did enjoy using it. I would have liked to see more updated business communications methods in use today, especially social mediums. I would have liked to see a workbook or case to be worked throughout the term. Slides would have been a plus! Overall, I enjoyed using it and it was my first OER text.

Reviewed by Adam Falik, Assistant Professor, SUNO on 4/27/20

The greatest asset of this book (and occasionally its weakness) is its attempt to be all encompassing. It definitely seeks comprehensiveness, to introduce a complete spectrum of business communication methodology. This is often effective. The... read more

The greatest asset of this book (and occasionally its weakness) is its attempt to be all encompassing. It definitely seeks comprehensiveness, to introduce a complete spectrum of business communication methodology. This is often effective. The book begins linguistically, introducing concepts of language and communication, shifts to audience and tone before touching upon actual writing. The move to presentation and group dynamics is in keeping with the wide-spectrum the book covers. Sometimes, though, this attempt at comprehensiveness results in the book being dilettantish. I am interested in this book as a textbook for a class in Professional and Technical Writing. My review should be seen through that lens.

Content is accurate enough, though sometimes thin. In Chapter 9: Business Writing in Action, for instance: What is provided is accurate, just somewhat inadequate. 9.2 covers Memos and Letters, but there are many types of business memos/letters. A more thorough exploration per section (instead of, for example, Section 6.3 Making an Argument then much later Section 17.2 Delivering a Negative News Message) would have been welcome. Again, the content is accurate, but it is necessary to hop, skip and jump around to make use of this book. Also, there is a serious lack of examples in this book. Show us some actual business letters, reports, etc. This is a serious deficiency.

This book needs updating to more thoroughly address evolutions in technologies. Business communications are (obviously) more digital than ever. It would be a service for this book to reflect more current communications, including how social media plays in the contemporary cultural and business landscape. As I write this review from the midst of the Covid-19 pandemic, Zoom and Skype meetings reign. Let’s see an exploration of these types of presentation environments.

The writing of this book is clear and accessible. There are, in fact, gems of writing to be found throughout. Section 4.4 Style in Written Communication, for instance. Here concepts of communication are clearly articulated enough to additionally demonstrate how writing inaccuracies leads to business miscommunications.

The book is consistent in its style, framework, and the rhythms of its language. It does, occasionally, repeat itself. Section 6.3 Making an Argument repeats itself (not just in ideas, but in complete pages) in Chapter 14.

There is a dependable structural modularity. A student can expect not only a clear, steady framework of Objectives, Takeaways and Exercises, but, most valuably, thorough chapter Reference sections.

Organization/Structure/Flow rating: 3

This is one of my chief issues with this book (besides the lack of practical workplace examples). The book is big and exploratory, but will require (for my purposes) a great deal of jumping around to make use of. I do not love its organization. Though it does build logically, many of its integral concepts are scattered throughout the book’s many chapters. The lack of index also weighs heavily.

Because this book requires a great deal of jumping around, I wish the interface was a little friendlier, more convenient. Internal, conceptual links would have been welcome. As certain ideas are linked (to inform, to persuade), internal links would have been appreciated. I often find myself having to scroll back to Contents.

This is a well-written and clear book without major grammatical issues.

Much like its technological relevancy, our culture shifts too quickly to give this book the highest marks. Though Chapter 18: Intercultural and International Business Communications is welcome, it does not address the truly identity-charged workplace atmosphere.

I will give this book a try for a Professional Writing class. I am curious to see what students make of it. I find it too expansive, its attempt to be all-encompassing creating qualitative and theoretical deficiencies, and its lack of actual workplace examples a serious deficit, but it does make easy access to core principles in accessible language. A final (negative) comment: The Exercises are often laughable. Their vagueness is connected to the book’s overall lack of practical workplace examples. If the student cannot see an example of how an actual business letter (for instance) is written, how can the book offer practical exercises that can be visualized? Though the book covers a great deal, an instructor had better be prepared to provide their own examples.

Reviewed by Megan Fitzmaurice, Adjunct Assistant Professor, University of Texas at Arlington on 4/22/20

This textbook address written, oral, nonverbal and interpersonal communication at large. Many business communication textbooks focus solely on written and oral communication, so including these other dimensions brings an important nuance to this... read more

This textbook address written, oral, nonverbal and interpersonal communication at large. Many business communication textbooks focus solely on written and oral communication, so including these other dimensions brings an important nuance to this subject. It also includes the foundational chapters for some of the most common business communication assignments: writing preparation, composition, and revision, business, delivering negative news, team communication, business presentations, etc.

Note: no index or glossary is provided.

Overall, I found no major inaccuracies in the book’s content. Chapter 2’s discussion about the parts of a message though is quite confusing – it is hard to discern what type of messages it is referring to. At some points in the section it seems like they are discussing formal written communication and speeches, while at other times any general kind of message. It isn’t well connected to the rest of the chapter and the explanation is not thorough enough. In general, I think this chapter could better connect fundamental theories about language to the business sphere specifically.

Like any textbook, incorporating technological advancements is a double-edged sword. Ignoring it is foolish, but discussion surrounding specific technologies is often obsolete by the time the book is published. I thought they did a great job not making and part of the text centered on specific technologies, but focused on timeless business communication principles. This should keep the book up to date for sometime.

Some of the included discussion questions are a little outdated. While the content in this textbook is really strong, the included learning exercises and discussion prompts are less helpful. For example, chapter 2 begins with a vocab-matching exercise that includes words such as “phat,” “ player,” “hooptie,” etc.

The language used in this textbook is very accessible for undergraduate students from a wide range of academic backgrounds. It does not assume a student has taken a communication course before, so I think it would work for a general education course. It also ties in theories and vocabulary from many subsets of communication (rhetoric, organizational communication, interpersonal communication, etc.) so it could also be a good choice for classes directed at communication majors.

The chapters are all organized in parallel structure and engage the same terminology. Specifically, chapters 4-7 build on each other and provide a consistent vocabulary and framework through which to teach writing as a process, not a product.

Chapters 1-15 could easily be grouped into three modules: Introduction to Communication, Writing in Business Settings, and Speaking in Business Settings. Chapters 16-19 are a little bit of a grab-bag with regard to their topics. I would think Chapter 17: Negative News and Crisis Communication would be better placed after Chapter 14: Presentations to Persuade. I think having overarching modules would help learners better understand the skills and objectives to be learned through the textbook. Within each chapter though are very distinct sub-sections that do help with modularity, allowing you to easily break up a chapter's reading over the course of a week.

Chapters are well structured. Each one begins with a brief introduction, and then is followed by several subsections. Each subsection starts with clear learning objectives, followed by the main content, key takeaways, and then learning exercises. While acquiring images is a challenge for all open-source textbooks, this one seems particularly text heavy. More charts and diagrams would help with readability.

I read through the book using both a PDF on a computer screen. The text was clear and easy to read. One thing that would be helpful would be including page numbers with the internal hyperlinks – the PDF did not allow me to just click on the blue links that would take the reader to other parts of the textbook (i.e., “Note 2.1 “Introductory Exercises”).

Some charts and graphs are fuzzy, while others could be adjusted for better formatting. For example, the chart on pg. 60 has the last 1-2 letters of the word listed on the subsequent line for several entries. This same issue was not apparent when I looked through the chapter on UMN’s website, so it may be an issue limited to the PDF version of the book.

I was impressed that the hyperlinks to additional resources at the end of each chapter were still active. The book does provide a good number of articles and websites at the end of each chapter for review.

Very small issue, but the references at the end of the chapters need to be reformatted with a hanging indent and consistent margins. Otherwise, I found no glaring grammatical errors or typos.

The book does do a really good job of incorporating a diverse range of experiences and perspectives. The authors have successfully worked to provide a global perspective on business communication. Rather than just incorporating snippets or vignettes in a couple chapters, they actually have a whole chapter dedicated to intercultural and international communication. Moreover, diversity is not just conceived of in racial or ethnic terms, but the authors make sure to incorporate identity topics related to gender, sexuality, age, and disability as well.

Overall, I would definitely consider using this textbook in my Professional and Technical Communication course. The textbook covers all major aspects of business communication – writing, speaking, and team communication, in addition to other important elements like interpersonal communication and nonverbal communication. The book is accessible for an undergraduate audience and uses engaging and relatable examples throughout the text. Each chapter is well organized with distinct subsections which would give the instructor flexibility in how they wanted to assign the text. The drawbacks to using this text include a lack of supplemental teaching resources, minimal graphics in the text, and lackluster chapter exercises. Given students’ preference to learn through group interaction and discussion anyways, these are drawbacks easily made up for in the classroom.

Reviewed by Amanda Carpenter, Associate Professor, John Tyler Community College on 3/30/20

This text was exceptionally well written and very comprehensive. The author was very eloquent in the way that they explained the content. The text covered critical topics for business communication. The book includes learning resources and... read more

This text was exceptionally well written and very comprehensive. The author was very eloquent in the way that they explained the content. The text covered critical topics for business communication. The book includes learning resources and activities included. An index or glossary would have been beneficial to the reader.

The text was timely and accurately overviewed of jobs in communication as well as an overview of business norms.

The content of the text is still relevant today. The text could benefit from a section related to social media usage for businesses. The digital age requires this for those in business communications.

The book was well-written and concise. I was unable to get the search option to work on my Kindle.

I found no inconsistencies in the textbook.

This text is easy to sort into modules for course instruction. I could use the groupings of this text in my course.

Overall, the text was well organized and flowed well.

I had issues using the search option within Kindle with this text. It would be great if that function could be enabled.

Grammatical Errors rating: 4

The text was well written, and I found no grammatical errors.

The text is culturally relevant and would be very useful in business communication courses.

This text is an excellent resource for communications instructors.

Reviewed by Miriam Gershow, Senior Instructor II, University of Oregon on 6/6/19

Covers a broad array of business communication topics, from foundations of language, audience and rhetoric to common types of written and verbal business communications. read more

Covers a broad array of business communication topics, from foundations of language, audience and rhetoric to common types of written and verbal business communications.

Does an accurate job describing norms and responsibilities for different types of business communication tasks.

The real challenge is to stay up to date with technology. References to MySpace and parenthetical explanations of terms such as LOL date the information.

The prose is accessible and clear. Many of the Learning Objectives and Key Takeaways suggest an introductory-level rather than upper-level course.

The framework is clear and consistent throughout.

In considering this text for a Business Writing course, there are clearly chapters and sections that can be parted out for that purpose alone.

As with the consistency, the organization of material is intuitive, clear, and a strength of this text.

I read this book on two different devices, and the interface was clear on both.

No notable errors.

I was glad to see that inter- and intra-cultural communication was addressed throughout the book, not relegated only to the second-to-last chapter.

Reviewed by Shawn Gilmore, Senior Lecturer, University of Illinois at Urbana-Champaign on 5/14/19

The text descriptively covers nearly all the requisite topics and subtopics under the banner "business communication," as well as a number of related rhetorical and conceptual approaches that are fairly typical in the field. The text is divided... read more

The text descriptively covers nearly all the requisite topics and subtopics under the banner "business communication," as well as a number of related rhetorical and conceptual approaches that are fairly typical in the field. The text is divided into fairly compartmentalized chapters, which could be selectively assigned, but this leads to some issues of repetition across the full book, as well as some difficulty finding specific material. The text does not contain an index, though the table of contents is good, and the full text is searchable.

Most of the descriptive material is quite good, succinct, and explanatory, making it pretty easy to follow. The prose is fairly conversational, which makes some of it dated (slang from the mid-2000s, for example), but allows for the conceptual and practical material to shine. Most of the content appears clear and accurate, if sometimes selective.

Some aspects of the text are dated by their cultural and technological references--this is a perennial issue for texts that describe how to use specific software, document types and methods, etc. None of these passages seemed debilitating, and could likely be avoided by assigning chapters or sections selectively across the text.

The text is clearly written throughout, relying on a few pages of prose per section, which are well-segmented, and followed by "key takeaway" boxes and exercises. Jargon is used selectively and well-explained.

The text is presented in a consistent fashion, but varies in terms of depth and type. The sections on business communication and approaches are clearest and most consistent. Those on rhetorical approaches and issues vary from rhetorical theory to interpersonal analysis and considerations, which makes them feel a bit more scattered.

The text is quite modular, and selections or chapters could easily be grouped for different teaching purposes/approaches.

The text takes nearly a hundred pages to really get to writing and communication specifics, and it is not entirely clear why some (of the 19) chapters appear where they do. This might be to allow individual instructors a good deal of flexibility, but it also might leave some a bit at sea.

This might be the text's weakest point. The text is well-formatted and presented, but it is a lot of repetitive-looking material, with little breaking up the few formatting and interface choices that have been made. This is alleviated in other texts by the inclusion of example documents--which are very rare here--or by varying page layouts. Students and instructors alike might find it hard to parse some of the more visually-similar passages, though there are some tables and images periodically that help.

There were no significant or glaring grammatical issues.

Efforts seem to have been made to include a variety of cultural inclusion as appropriate. However, this text might need more framing for students for whom English is not their primary language, or who have been educated in other systems/backgrounds.

This is an easy text to recommend for more experienced instructors, as they may have assignments, exercises, and example documents already at hand. However, glaringly, this textbook doesn't quite have enough material to be as comprehensive as I would have liked, though it does include exercises after each section. This may depend on the other course materials already in play, and the text would serve very well in most business writing courses, given the right conditions.

Reviewed by Bonnie Buchanan, Associate Professor, OhioLink on 3/28/19

From A to Z, the main communication topics and concepts are covered in this text. From the basics of the communications model to group work effectiveness, this book has the components to teach students important skills they will need in the... read more

From A to Z, the main communication topics and concepts are covered in this text. From the basics of the communications model to group work effectiveness, this book has the components to teach students important skills they will need in the business environment.

I was not able to find inaccurate information, based upon my background and ares of expertise. Information was accurate, supported and relevant to the subject.

Business communications, different speeches with different areas of focus and team work skills will always be relevant. Didn't see enough information on distance/telecommuting and communicating via video.

The text was written in a very straight-forward fashion and should be easily understood by most college students.

The activities and assignments found in each chapter are great and easy for students to quickly find. They are consistent among each chapter and offer relevant activities to reinforce learning. The text chapters were consistent in their layout, form and function.

Well-organized, easy to navigate and aligned with chapter objectives in a consistent fashion.

Topics are well-presented and done so in a logical format/layout. The topics/chapters flow nicely from one to the next.

I found all links working properly and all images used supported the subject and topics in the text.

Well-written, concise and succinct text. Free of major grammatical errors.

I did not find the text offensive or insensitive and found it to include a variety of examples so that no one group might feel excluded or offended.

I really enjoyed reviewing this text and think that countless students can benefit from the information and concepts it contains. From the basics, to targeted speech formats, all areas vital to good business communication skills are covered. I would have liked to have seen a formal proposal chapter, but overall, I would recommend this book for business programs and courses that want to engage students and teach them important skills vital to their success.

Reviewed by Cara Chang, Instructor, Leeward Community College on 2/10/19

This textbook was comprehensive in the sense that it covers broad concepts in communication and then narrows down specifically to business writing and oral communication. This semester, when I used part of this textbook for my business writing... read more

This textbook was comprehensive in the sense that it covers broad concepts in communication and then narrows down specifically to business writing and oral communication. This semester, when I used part of this textbook for my business writing class, I had to find and create more examples for my students to view and analyze. Though the content in this text is good, I wish more examples were given in this textbook.

Furthermore, though this textbook does explain how to write a resume, memo, letter, business proposal, and report, it does not include any information on how to improve writing style or mechanics. If my students needed help with grammar, they would need to consult other resources for this.

There wasn’t an index or glossary, but there was a Table of Contents, which made it easy to navigate.

This text was unbiased and free from error. It covered a range of topics in a consistent manner.

I do think the information in this text is relevant. However, I did wish there were sections on other types of business writing. In my classes, I had my students create a website and blog, which to me, are important parts of business writing. Chapter 9, which shows Business Writing in Action covers other parts of business writing, which I taught and assigned to my students, but I also told students that blogging and creating a website are also important parts of maintaining a business. In this digital age, more topics related to online writing is necessary. It would be an easy addition.

The text is written in lucid, accessible prose. It would be appropriate for many different audiences: a business writing class, an oral communication class, etc.

This text was consistent in terminology and framework.

When teaching with this text, I had an easy time breaking up information and chunking it into sections that made it easy for my students to digest. I was also able to breakup information and organize in a way that best fit the flow and schedule of my teaching. The Table of Contents/headings made it easy to see how the text is organized, so anyone who wants to jump around and customize their teaching is able to.

The structure of the text is presented in a logical and clear fashion. It begins by explaining what effective business communication is and then moves to identifying what effective business writing looks like. Next, the text explains how to write different forms of business writing, clarifies different presentation strategies, and explores group communication.

This book is easy to navigate with clear headings. There was no problems accessing the text and viewing the images.

I did not notice any grammatical errors.

Cultural Relevance rating: 3

The book is not insensitive or offensive to any cultures, but it does not have many references to various races, cultures, etc. Incorporating different examples could be especially important in the International and Intercultural Business Communication chapter.

The main page states that the textbook is available in multiple formats, but I was only able to access it as a Pressbook and as a PDF. I do feel that more images and media can be added.

Reviewed by Kara Wicklund, Instructor, Lead Instructional Designer, Bethel University on 11/13/18

This book covers almost of all the topics I need to cover in my Business Communication course. The index is clear and easy to navigate, and the chapters are clearly labeled. read more

This book covers almost of all the topics I need to cover in my Business Communication course. The index is clear and easy to navigate, and the chapters are clearly labeled.

This textbook is error-free and accurate. It handles informative text with clarity and analyzes communication problems by applying concepts, without leaning too much on a specific bias.

The content in this text is specific and clear, and it it up-to-date. It is general enough, however, that it should remain generally relevant for several years. Some sections discuss the use of written and/or electronic communication, noting the prevalence (in percentages) of these communication forms in certain settings. These details may change or become outdated over time, but the general topic will likely remain relevant.

The clarity of this text is one of its strongest features. New vocabulary works are typed in bold and defined as well as supported with examples and/or cases to illustrate their context. Paragraphs are well-structured and easy to read, and sentence flow is easy for readers.

The text adheres to the same structure throughout each chapter. Concepts are referred to and applied in consistent ways throughout the text.

Modularity is another great strength of this text. It is easy to assign chapters and sections out of order, avoid a section, or substitute a section for another resource due to the self-sufficiency of the sections. Sections generally begin, develop, and wrap up concepts clearly within each section so students don't need to rely on other chapters/sections in the text to further explain the topic.

While I did not utilize the sections in this book the way the chapters are organized, they do seem organized overall in a logical fashion. Within the chapters, the information is laid out in a clear manner. Typically the chapters begin with basic concepts and vocabulary and then proceed to application. In some chapters, there are cases for students to read about, as well. This progression seems very effective for readers.

This book is very easy to navigate. The chapters are easy to locate and the images and text display well on screens.

There were no grammatical errors in this text.

This text has a strong focus toward the end of the book on culture and communication. In addition to handing interpersonal communication dynamics, the book includes a chapter regarding Intercultural and International Business Communication. This chapter explores cultural characteristics of communication and how these characteristics impact communication, both personally and in the workplace.

Reviewed by George Boone, Visiting Assistant Professor, Augustana College on 11/13/18

Overall, the book covers a wide range of topics. However, it offers breadth over depth, which is fine for an introductory business communication course. It lacks an index section, however, so unless your students know how to search a PDF for... read more

Overall, the book covers a wide range of topics. However, it offers breadth over depth, which is fine for an introductory business communication course. It lacks an index section, however, so unless your students know how to search a PDF for information, they might run into trouble searching for specific information.

The book provided very accurate overviews of different theories and positions on communication.

The book had multiple examples, although some of the references might feel a bit dated for our students (ie. the Bush examples, for instance). However, the author could easily update the examples with more recent events.

The book was very clear and easy to understand.

The book has the strong ability to present multiple ideas relevant to business communication (and its underlying communication research) without getting lost in the theoretical differences that might go along with these different perspectives. Ultimately, those looking for a deeper theoretical look at the book will need to look elsewhere. More pragmatically oriented classes, however, will benefit from this instructional approach.

The book has nice chapter and section breakdowns with clear headings and effective demarcations.

The book needs a bit more explicit logic to chapter order. As a reader, I do not have a clear sense as to why chapters appear in a particular order. Perhaps overall chapter groups or headings might help resolve this issue.

The interface for the book has no issues that I noticed.

I did not notice any grammar issues.

I did not notice any particularly offensive texts or ideas.

Overall, the book provides a strong and pragmatic approach to communication in business and workplace contexts. I would gladly adopt it as a general text for a low-level 100 or 200 level course. Teachers looking for more in depth analysis of studies or more theory-driven analysis, however, might find the book lacking.

Reviewed by Jason Harper, Senior Lecturer and International Coordinator, Fort Hays State University on 11/12/18

The contents do offer instructors a comprehensive list of key writing areas that should be covered in a college writing class. For example, it includes topics like writing styles, active reading, writing a summary, and assessing writing situations... read more

The contents do offer instructors a comprehensive list of key writing areas that should be covered in a college writing class. For example, it includes topics like writing styles, active reading, writing a summary, and assessing writing situations to more practical areas like conventions, revision, and checklists. It also includes discussions on common challenges for multilingual and ESL writers from diverse backgrounds. Perhaps an instructor might see these as good guideposts, yet this reviewer believes that supplemental materials will be needed for a more in-depth and detailed coverage of these areas. Overall, the text is useful as a starting point for teaching to her/his strengths and contexts.

One of the outstanding strengths that this textbook offers is its lack of bias. The coverage given to the writing process and its practices is also particularly good -- something not often included in business communication-related texts.

Coverage of text messages, E-mail, and how social customs influence the ways we interact with each other in the online environment will not be difficult to update, as these norms and mores are changing by the minute. As these change, this textbook can still apply as strong beginning points for discussion in class.

Overall, a detailed process of business communication is shown in readable and clear style. Vocabulary and terminology is covered and there are avenues for instructors to add on.

Business Communication for Success is a consistent collection of significant skill sets accented by "Key Takeaways" that correlate well with the topic at hand. The book’s use of multiple sub-chapters helps to make the textbook much more detailed. While at times the bland blocks of content may render the page a bore, the instructor can breathe life into what is considered by many to be a dull subject. The creators' knowledge of the topic is obvious throughout the book. The credibility of the content is strengthened by the consistency.

The orderliness of the book conforms to an academic curriculum. While the chapters create neat packages, some skills to be taught can be better covered by the instructor creating additions to the chapter or by adding additional sections. Overall, the textbook provides well-organized material and content, which is held well by clear chapter numbers.

The organization of the book lends itself well to the study of business communication. Each chapter is broken down into sections, which typically fit logically into the topic of the chapter. All chapters are composed of several defining parts that maintain a sense of continuity throughout the volume. The Key Takeaways" sections leads refers well back to the introduction and the chapter goals.

With so few graphics in the book overall, display features are subsequently not so much of an issue. Within the text of the chapter, there are at times photo boxes that assist the learner in understanding particular points. Unfortunately, the open-sourced photos may also confuse readers when they are not as well-paired as a paid photo might have been. Navigation is not at all difficult, as the chapters are clearly segmented and there is a drop-down "Contents" bar for finding other sections fast. However, the textbook's overall appearance is quite bland.

It's refreshing to see a textbook so carefully edited. Once a textbook is provided to students, a certain expectation of correctness and clarity is expected, and cleanly edited chapters must be in place when teaching the units and individual lessons. This does not mean that the opportunity for learning about errors is lost -- even the cleanest of texts might still contain a hiccup here or there. Yet, with the goal being teaching toward the learning needs of the students in our classrooms, we educators need to set good examples for those educational needs and show, not tell, good grammar, without losing sight of the end goal.

Chapter 18 is pretty in-depth about the intercultural/international aspect. While certainly not comprehensive, variety of races, ethnicity, and backgrounds is addressed in general terms in Chapter 18 as strong beginning points for discussion in class. As stated as a Key Takeaway in 18.3, "All cultures have characteristics such as initiations, traditions, history, values and principles, purpose, symbols, and boundaries," and the instructor could certainly work with the class to develop how this applies or cold apply in different contexts.

Reviewed by Margarette Connor, Adjunct Assistant Professor, Lehman College/CUNY on 6/19/18

This text covers all the areas I would want to cover in my 300-level business writing class, including non-verbal communications and international communications, two topics I find are often underrepresented in many texts. Very clear and... read more

This text covers all the areas I would want to cover in my 300-level business writing class, including non-verbal communications and international communications, two topics I find are often underrepresented in many texts. Very clear and comprehensive table of contents facilitates use.

I've read a good portion of the book and find it accurate and error-free. Excellent quality.

I have been teaching business writing for over 20 years, and while the methods of communication have changed, how we write hasn't really. This book is certainly up to date, but not so much so that it will be obsolete within the next few years.

I would have liked to have seen a little more on online writing--blogs, websites, digital white papers--because while we can always upload a PDF of a traditional report to a website, many Millenials read differently and have different expectations of what they will read on the internet. This might be my personal soapbox, though, and the materials here can be easily adapted.

I very much like the writing in this book as I find it clear and to the point, much more so than the text I had been previously using. I think my students will find this more accessible. My students are mostly junior or senior business majors, and while there is jargon in the text, by this point, this is part of my students' professional vocabulary, so nothing that I find alienating for students.

Many of my students like pared down yet comprehensive texts, and I think they'd like this. They don't like to "waste" time with "unnecessary" material.

Very good job with consistency.

The modularity of the text is very well done. As I was reading it, I had the feeling that my students would find this easier to access than our current text. I can already see the course syllabus falling into place. Although I see myself changing the order of the text, I think jumping through the book will be quite easy.

The flow of the chapters is clear and logical, and while I'd change things, isn't that what we do as professors? I've never used a text book as if it were a novel.

Clear, easy to use. I've used other online texts, and I found this one to be very user friendly.

I am a stickler for grammar, and I found no errors in my reading. That's sadly rare!

There was nothing culturally insensitive or offensive in the parts of the text I read, which was much.

I am definitely adopting this book for my business writing course next term. It has everything my students need from a text at a price they can afford. That has been a problem for many. I actually like this text better as I think it's clearer and easier to follow. Excellent choice for an upper level business writing course.

Reviewed by Shannon Breske, Assistant Teaching Professor, University of Missouri on 6/19/18

Business Communication for Success provides an overview of the main areas of communication and highlights additional resources at the end of each chapter. When reviewing other texts, this text is consistent with topic areas covered. The text is... read more

Business Communication for Success provides an overview of the main areas of communication and highlights additional resources at the end of each chapter. When reviewing other texts, this text is consistent with topic areas covered. The text is organized well and can be navigated seamlessly with how each section is labeled. Students found this text easy to use, comprehend, and then able to apply knowledge to their assignments and in-class work.

Content is accurate. Consistent topics covered in Business Communication in Success text compared to other Business Communication texts. Some references, activities, and examples could be updated to provide a more inclusive tone.

The text is up to date but could include more details on how to communicate using social media platforms as well as customer relationship management (CRM) software. Could add the importance of how to successfully develop a communication plan using CRM.

Easy to read, understand, and apply. Students found it easy to read the chapters and comprehend.

The text is consistent with other texts and current literature. Liked how the earlier concepts are built upon in later chapters.

The text covers a lot of information however it is easily divided into subsections and does a nice job highlighting the important pieces in each area. Organized extremely well and easy to navigate through the online text.

Great job on the organization of the text. Found it clear and logical.

The interface is basic but functional and meets the needs of the user.

Well written. I did not find any grammatical errors.

Some references, activities, and examples could be updated to provide a more inclusive tone.

Great text! I use for 400+ students in an introductory course, and it is a great option. I supplemented additional information for class materials but overall extremely satisfied with text.

Reviewed by Alicia Edwards, Adjunct Professor, Business Management, Marketing and Communications, Northern Virginia Community College, Annadale Campus on 6/20/17

I was definitely impressed with the comprehensiveness Business Communication for Success. For every concept of the author introduced, he gave context, the why and if needed consequences if the conventions are not heeded. While there is not a... read more

I was definitely impressed with the comprehensiveness Business Communication for Success. For every concept of the author introduced, he gave context, the why and if needed consequences if the conventions are not heeded. While there is not a glossary or an index, he does provide additional resources after each chapter.

Each chapter is effectively mapped out with subheadings so you could easily find the topic that you need. Because of this attention to detail, I can envision this book being an excellent resource for an entry level junior manager or a refresher for a seasoned professional as their communication needs evolve throughout their career.

In general, I felt that the author did pretty balanced job of avoiding stereotypes and clichés. He used a variety of quotes from people with origins in all parts of the world and historical periods.

I was disappointed with the slang used in Chapter 2's introductory exercises. The words used were outdated at the least and mildly offensive. All 10 examples of page 35, appeared to be derived from African American slang...certainly not inclusive. The population that attends NOVACC are very diverse culturally and linguistically so this would not go over well.

This book was written in 2010 and focused more on written and verbal communication. Social media is not addressed but text, email, and netiquette were briefly touched upon. The information is still current and accurate but clearly lends itself to frequent updates. Since the bulk of business communication is online now, I would like to see at least full chapter dedicated to texting, email and internet communication. The way the book is laid out, this could be can easy addition.

Social Media is now an integral part of business communication internally and externally but it is STILL treated as an afterthought or footnote in academia. While not every platform is mainstream, the ones that are increasingly used in professional settings certainly need to be taught at the collegiate level in a comprehensive manner. LinkedIN, Twitter, Instagram and to some extent Pinterest have proven their marketing prowess and are structured enough to teach the business applications.

The concepts that text introduces are consistent within each chapter and throughout the book as a whole. Other than expanding on email/text and internet communications and including social media, I did not see any gaps in knowledge.

Since I did read the book on Apple device, Apple has built in technology that is helpful. For example, the book reference Aristotle and his concept of "ethos". While I knew he was from ancient Greece, I used the lookup feature on his name to fill in the historical timeframe that helped me fully understand what may have shaped his views. The look-up feature took me to several books, wesbites and a Wikipedia page.

Each chapter is effectively mapped out with subheadings so you could easily find the topic that you need. Because of this attention to detail, I can envision this book being an excellent resource for an entry level junior manager or a refresher for a seasoned professional as their communications needs evolve throughout their career.

While the book flows well from start to finish, the chapters and subheading are very specific and are quickly referencable. I read the book on my Ipad and I easily bookmarked pages when and highlight notes as needed. Each section can be understood independently, I didn't find myself having to reference previous chapters to make sense to the current one.

I downloaded the entire book as a PDF. It would be nice to have the option to download sections as needed.

The interface is very basic but effective. I read the book on my Ipad within the iBooks platform. I quickly find the section I wanted and go straight to whatever page I wanted. There are a lot of links to internet sites, I referenced quite a few and they seemed to load up quickly.

The charts and pictures that are included are without distortions. However, I would like to see more videos and visuals. Since readers will most likely reference this book from a laptop/phone or tablet, the assumption is that they would be able to seamlessly go from reading the material to answering the discussions via BlackBoard or whatever learning software their school adopts.

The author took the time to edit very well. I didn't see any glaring errors of any kind.

In general, I felt that the author did pretty balanced job of avoiding stereotypes and clichés. He used a variety of quotes from people with origins in all parts of the world and historical periods. I was disappointed with the slang used in Chapter 2's introductory exercises. The words used were outdated at the least and mildly offensive. All 10 examples of page 35, appeared to be derived from African American slang...certainly not inclusive. The population that attends NOVACC are very diverse culturally and linguistically so this would not go over well. Since slang and pop culture are moving targets, I would have eliminated that exercise completely and let the students self-direct this exercise by sharing slang words in their own language with the class. I would further reinforce the exercise by letting students that speak the same language but are from different countries share words that differ within their culture. I would also have them give examples of how they would speak around their peers, parents, and elders to drill down appropriateness and context.

The concepts that text introduces are consistent within each chapter and throughout the book as a whole. Other than expanding on email/text and internet communications and including social media, I did not see any gaps in knowledge. This book was written in 2010 and focused more on written and verbal communication. Social media is not addressed but text, email, and netiquette were briefly touched upon. The information is still current and accurate but clearly lends itself to frequent updates. Since the bulk of business communication is online now, I would like to see at least full chapter dedicated to texting, email and internet communication. The way the book is laid out, this could be can easy addition.

Social Media is now an integral part of business communication internally and externally but it is STILL treated as an afterthought or footnote in academia. While not every platform is mainstream, the ones that are increasingly used in professional settings certainly need to be taught at the collegiate level in a comprehensive manner. LinkedIn, Twitter, Instagram and to some extent Pinterest have proven their marketing prowess and are structured enough to teach the basic business applications.

Since readers will most likely reference this book from a laptop/phone or tablet, the assumption is that they would be able to seamlessly go from reading the material to answering the discussions via BlackBoard or whatever learning software their school adopts.

In general, I felt that the author did a pretty balanced job of avoiding stereotypes and clichés. He used a variety of quotes from people with origins in all parts of the world and historical periods.

I was disappointed with the slang used in Chapter 2's introductory exercises. The words used were outdated at the least and mildly offensive. All 10 examples of page 35, appeared to be derived from African American slang...certainly not inclusive. The population that attends NOVACC are very diverse culturally and linguistically so this would not go over well. Since slang and pop culture are moving targets, I would have eliminated that exercise completely and let the students self-direct this exercise by sharing slang words in their own language with the class. I would further reinforce the exercise by letting students that speak the same language but are from different countries share words that differ within their culture. I would also have them give examples of how they would speak around their peers, parents, and elders to drill down appropriateness and context.

Reviewed by Brandi Quesenberry, Advanced Instructor, Virginia Tech on 6/20/17

Solid overview of foundations of business communication. I would prefer a more advanced textbook but this text works well for a lower level or introductory course. Broad overview of both written and oral communication considerations and best... read more

Solid overview of foundations of business communication. I would prefer a more advanced textbook but this text works well for a lower level or introductory course. Broad overview of both written and oral communication considerations and best practices.

Content is correct and consistent with other texts.

Due to nature of subject matter, some references will become outdated. Overall examples are current and helpful. Technology references can be easily updated due to formatting and section headings.

Clear language, easy to read, relevant examples.

Accurate use of terminology and framework.

Divided well. Only complaint is the redundancy of information across multiple chapters.

I would prefer oral communication chapters to come before written communication. Overall, flowed well.

Well written.

Relevant and diverse examples. Good discussion of cultural differences in business setting.

Good choice for an introductory business communication class.

Reviewed by Catherine Wright, Associate Professor, George Mason University on 6/20/17

It covers too many areas, would need to be "chunked" into smaller clusters. It tries to do too much for one text. read more

It covers too many areas, would need to be "chunked" into smaller clusters. It tries to do too much for one text.

I found it to be accurate.

I found it to be relevant. Since the format of Open Textbooks allows for things to be quickly updated, anything the authors found in need could be easily changed.

The overall writing in the text is great. Easy to read, easy to digest, easy to follow. It’s not taxing and presents information in a way that will engage the reader. The style is casual and informative. I found it inviting and I believe that students will want to read the chapters assigned.

I found it to be consistent with current literature and other texts.

It tries to cover too much in one text and would absolutely need to be made into modules.

Overall the organization is fine. The structure of the book in its entirety is too grand. It could/should be no less than three books.

I was easily able to gather information. I found no issues with this book.

so far, so good ;o)

This appeared to be fine too. I had no complaints.

The scope of the book, however is too broad. I would not use it for any Business Communication class that I personally taught.

The reason for this is that it focuses on several areas, which could not be adequately covered, or covered well, in one semester. I believe you would be able to do all of it at a very cursory level and none of it well in order to produce informed and prepared students. It really doesn’t cover “business.”

My recommendations for application follow: Chapters 4, 5, 6, 7, 8, and 9 could easily be one full semester, as they focus on writing. Chapters 10, 11, 12, 13, 14, and 15 are another semester, as they focus on public speaking. Chapters 16, 17, 18, and 19 are individually entire courses and almost seem extraneous here.

Part of what appeals to me about Open Textbook Library is the opportunity to take a text offered and to adjust it to make it something you could use in you class. This book has the potential to do so if the teacher reduces the number of chapters assigned during a semester. Rather than trying to do everything adequately, teachers would need to focus on only a few chapters to use this book well.

Reviewed by Rathin Basu, Professor, Ferrum College on 2/8/17

The text is quite comprehensive in its coverage of the key (and standard) topics and compares favorably with the very well known and widely used conventional text that I have been using in my Business Communications class, as well as others that I... read more

The text is quite comprehensive in its coverage of the key (and standard) topics and compares favorably with the very well known and widely used conventional text that I have been using in my Business Communications class, as well as others that I have used or reviewed in instructing the subject over the past 20 years. The sequence of the topics is somewhat different from some of the conventional texts but, over all, the content covers all aspects expected in this subject area. However, some of the important and fast developing and changing areas of communication which have developed in recent times (e.g. social media) and their models, challenges and impacts might have been included. They would also need to be discussed in the context of ethical communication as well. Another topic of importance that needed discussion is communication relating to applying for a job and preparing for interviews. A third aspect that I cover in my Business Communication class is formal business report writing, and this would need more coverage and even a chapter devoted to it. Despite these gaps, which are common to most current texts though, it generally covers the standard and essential areas of the subject well. It would have been useful, especially in an introductory text such as this, to have had a comprehensive index.

The content, in terms of the concepts and theories of communication, and the explanations and examples presented, is accurate and supported by citation of relevant and relatively recent sources. In addition, some of the seminal publications which may not be as recent but are essential sources are also referenced. There is no suggestion of any bias in the discussion and presentation of ideas and perspectives. It would have been helpful to have used colors or fonts in such a way that embedded active links could be clearly distinguished from highlighted terms. Also, if what might be more completely addressed is considered under this item, then inclusion of some of the most current, dynamic and important aspects of developments in communication especially relating to technology and society might be included.

Since the concepts and theories discussed are, in general fundamental ones, these aspects are not likely to require short-term changes. The examples used are also ones that are not limited in time or context and hence less susceptible to change. However, this does mean that some of the more dynamic areas of communication such as technology, social media, virtual teams might have been covered in greater depth given their increasingly important roles in communication. This is possibly the most important area that has been most dynamic in recent years and would need updating, when included. In addition, recent case studies of specific firms and incidents are one aspect that would be found in publisher based texts that open texts, by their nature, must sacrifice.

I found the very accessible prose and the personal and informal tone to be a particular strength of the book. Terms and jargon are explained with appropriate examples which students are generally likely to be able to relate to. In addition, not making this a reference text and overwhelming the undergraduate student with too many examples and too much detail has added to the clarity and relevance for the intended audience. The inclusion of pithy quotes, short exercises after each section, and sections and chapters which are not too long have also enhanced clarity and readability.

The text is internally consistent in terms of its tone, explanations, audience, and structure. In addition, the exercises have a consistency in framework and resulting time required to do them. The approach of starting sections with some questions which are then addressed with examples and explanations makes for an engaging, more Socratic and less pedantic method.

I found the breakdown of the topics into chapters and the chapters into sections, both of which are in sizes manageable for students, to be a strength of the text. This is contrast to many available texts which have long chapters which are dense with content, much of which is too much detail for an undergraduate course. The relatively short modules also suggested several possible ways in which I could smoothly reorganize them and use them in a class without making the sequence seem disjointed. The text draws in outside sources rather than being self-referential.

The organization of the text is something that I usually find to be one that I do not stick to, even with private market texts. The organization of the current text is also one that I would change to suit the particular circumstances of my students and institutional facilities (such as availability of the career center for mock interviews as part of course). However, with digital texts, I have had no difficulty in making the changes and even rearranging the chapters as needed.

In general, the book has no interface issues that I encountered, except the one that I found the use of the brown font for both terms (which were not live links) as well as live links was confusing. It would be helpful to have the standard blue font for the live links to distinguish them.

The book shows an appreciation of diversity and inclusion of various perspectives. Given the nature of the subject matter, which calls for discussion of various cultural perspectives, this is done in an interesting way that encourages exploration. It is particularly interesting that the cultural aspects are not confined to the standard understanding of the scope of such differences (such as races, ethnicities and nationalities) but also includes artifacts and examples which students can relate to and demonstrate that cultural differences can also be local, inter-generational, etc.

I found the text to be very readable, engaging and interesting and one that I am considering adopting. I would need to draw in some current case studies that involve relevant aspects of communication as well as introduce the topics of career related planning and communication (resume, cover-letter, job-related interviews and interviewing, follow-up), as well as formal business report writing.

Reviewed by Carrie Gay, Adjunct Professor, J. Sargeant Reynolds Community College, Richmond, VA on 2/8/17

This book is very comprehensive. Contains an vast array of business communication principles applicable to today's business environment. However, there is no index or glossary which makes the book somewhat ineffective for quick reference points. read more

This book is very comprehensive. Contains an vast array of business communication principles applicable to today's business environment. However, there is no index or glossary which makes the book somewhat ineffective for quick reference points.

I found the content of the chapters accurate and up-to-date. No grammatical errors were found. Material appears unbiased with prejudice.

Once again, the material is up-to-date. I enjoyed the introductory exercises and the learning objectives presented in each section. Students know exactly what to expect in each chapter. Easy to read and comprehend.

The text is well written, easy to understand. Technical terminology was comprehendable and use of jargon was acceptable. No errors detected.

The book is consistent in its chapter presentations. I appreciated the resources presented after each chapter. Great sources of additional information if the student is interested in searching for it.

The sections were easy to read and were divided adequately. Subunits could be reorganized and realigned if need be without too much effort. Readers should still be able to follow printed material even if it has been rearranged.

This appeared to be the weakest part of the book...the chapter arrangements. I believed the last chapter of the book, Chapter 19, could have appeared somewhat earlier in the book. I compared this book to a couple of others I have seen in recent years and the flow was "off." I still say good material presented throughout, however.

Very few graphics presented in the book overall. I clicked on several Web sites and had no interface/nor navigation issues.

I found no grammatical errors during my first reading of the material which speaks well of the book and the authors/proofreaders. Well written sentences and paragraph structure.

I did not find the book culturally insensitive in any way. I asked three students of Asian, Hispanic, and African-American descent to read Chapter 18, Intercultural Communication--none were offended.

Again, I believe the book requires an index or glossary. These would make word or phrase searches less time-consuming. Perhaps review the table of contents for chapter rearrangements too.

Reviewed by Bonnie Yarbrough, Lecturer, University of North Carolina at Greensboro on 12/5/16

This text covers all areas of the subject appropriately and provides a good Table of Contents. At roughly 600 pages, coverage of the subject matter is extensive. There is no glossary, however, and the index is less comprehensive than I would have... read more

This text covers all areas of the subject appropriately and provides a good Table of Contents. At roughly 600 pages, coverage of the subject matter is extensive. There is no glossary, however, and the index is less comprehensive than I would have liked.

The text has been updated (2015) from the first edition. In subject matter, the text is accurate, although there are occasional mechanical errors and typos that should have been caught.

The content is up to date, but will need to keep pace with evolving technology over each year. For example, the chapter containing a long discussion of mobile communication messages will need revision next year to accommodate changes in the marketplace and in the workplace. Some of the information here is basic, almost elementary, when measured against other more specialized texts. Still, it should be easy to update; discussions could be accommodated for individual audiences.

The text is extremely clear and compelling in its discussions of the material. Each area of the field is covered substantively and with effective examples.

Consistent in its terminology and organization. Concepts introduced early in the text and followed up in later sections of the book and built upon.

This text is already divided into small reading sections and each is numbered in a clear way, manageable online. The headings are descriptive and each section has numerous graphics, video links, and "key takeaways" that provide an ongoing summary of the material covered.

The organization raised some questions. There are several chapters that could be re-arranged or collapsed and presented in a different order. "Organization and Outlines," for example, is presented long after "Revising" and "Presenting" writing.

I ran across a couple of problems with connectivity or dead links.

This is a text about business communication; the grammar is accurate and contains no errors.

The text makes a point of being culturally inclusive, particularly since that is so important in business today. The examples are relevant and illustrative--compelling.

I would recommend this text for a course particularly in oral business communication--although it also covers writing. It has numerous helpful exercises in each chapter and ideas for further exploration of the subject matter. I didn't see any options for text banks, however; I would have liked to have additional resources for quizzes.

Reviewed by Joy Koesten, Lecturer, University of Kansas on 8/21/16

This textbook is very comprehensive, both in breath and depth. I would have like more information regarding how to facilitate a meeting, ethical communication, and organizational culture. The topics were well selected, though formal speaking... read more

This textbook is very comprehensive, both in breath and depth. I would have like more information regarding how to facilitate a meeting, ethical communication, and organizational culture. The topics were well selected, though formal speaking always seems out of place in a business communication text. While some may need to make formal presentations, the majority of workers do not. It's more likely they will need to hone their interpersonal skills and how to speak up in a group.

I did not find an index or glossary, which would have been nice.

I think some might find the use of an egalitarian approach to be biased, but not me. Otherwise, I thought the book was well written, error free and unbiased.

I think the content is relevant and up to date. I'm seems updates would be easy and straightforward.

Very clearly written. I liked that key terms were highlighted. I thought the highlighted terms were linked to a glossary, but that wasn't the case. I downloaded it in KIndle, so maybe that was the problem.

I didn't find any inconsistencies in the text.

It seems this text could easily be divided into units or sections as needed. That is what I plan to do, so I hope that this is the case.

The presentations n section seemed out of place to me. But, otherwise the organization worked fine.

the only navigation issue I ran into was when I went back and forth to the table of contents. I always had to start at the top of the table for f contents and scroll all the way to the most recent chapter. Otherwise, I was not distracted by anything else.

Well written. No grammatical errors were found.

I didn't encounter anything in the text offensive, though I don't recall an emphasis on multiculturalism or a variety of races dipicted in the visuals. There weren't a lot of photos in the book.

I am very likely to use a good portion of this text in an upcoming course.

Reviewed by Sally Stanton, Senior Lecturer, UW-Milwaukee on 8/21/16

Comparable to most business communication texts available commercially. Coverage seems to be missing of social media as business communication (mentioned as a communication channel but not otherwise addressed specifically) and of how to... read more

Comparable to most business communication texts available commercially.

Coverage seems to be missing of social media as business communication (mentioned as a communication channel but not otherwise addressed specifically) and of how to cite/attribute sources in writing and speaking (styles and methods)

No index or glossary that I could locate in the e-pub version reviewed.

Appears to be accurate, error-free, and unbiased.

Some of the communication theories seem rather outdated, given the undeniable role of social media in the digital marketplace and the instant, global nature of communication in 2016. Thus, the text does not seem to reflect the significant need for theories and approaches that address the ability of today's customers, shareholders, competitors, etc. to immediately influence businesses through immediate and very public forms of communication. A bad review on Yelp! or Trip Advisor requires thoughtful handling; organizational communications strategies for dealing with such scenarios should be presented, along with relevant theory or/or research from the professional literature on online business communication. It's no longer enough to just "understand" your audience - business communicators now have a very much two-way, real-time relationship with them.

The topics of social media and managing interactive stakeholder communication could perhaps be added in Chapter 3 or Chapter 16.

Coverage of organizational communications theory and strategies is woven into much of the text but not in an explicit way - the focus is more on developing the individual's own strategy. When that conflicts with organizational strategy, what then?

Detailed coverage of ethics/ethical communication is limited and somewhat difficult to locate (especially since there is no index or glossary) - the chapter devoted to it is very short and lacks sufficient grounding in the professional literature.

Clear and conversational, easy to read.

Consistency rating: 3

It is definitely a broad, general overview of the subject matter. In the first three chapters it covers terms and theories common to both writing and speaking, and then devotes six chapters specifically to each. I would prefer to have chapters 16-19 at the beginning of the text along with chapters 1-3, as these topics equally relate to both writing and speaking, and are very timely - specifically intercultural communication and crisis communication. (Unfortunately topics presented at the end of the text/semester often get short shrift from students, or are cut because they don't fit easily in a 15-week semester. The framework would then proceed more logically from the general to the specific.

Modularity is very good; subheadings are used frequently to break up text, especially for online readers. I was surprised not to find hypertext links other than those in the citations - but I suppose that would make it difficult to publish in multiple formats, and managing broken links would be a nightmare.

An index/glossary would be a very strong addition.

As mentioned previously, I would prefer to have chapters 16-19 at the beginning of the text along with chapters 1-3, as these topics equally relate to both writing and speaking, and are very timely - specifically intercultural communication and crisis communication.

Serviceable interface, but it didn't particularly wow me. Use of grayed lines on charts makes it hard to see, especially on a smaller digital device (let's face it, students read books on their phones and iPads). Still it seems like it would be easily customized, which is a plus.

I understand that copyright issues prevent the use of the many photographic images found in commercial texts, but I find the lack of images is one downfall of using this kind of digital text. Students seem to read increasingly less, or if they do, don't comprehend well information presented only in lengthy textual form. Meaningful images can enhance understanding.

No problems found. Conversational tone makes it accessible.

Good specific coverage of intercultural communication, although as I mentioned before, this should come earlier in the text given how critical this topic has become in a globalized economy. Examples used seem to be quite diverse and appear throughout the text, not just in the specific chapter on intercultural communication. More examples of intercultural business writing would be helpful, though.

Overall, it seems to be a useful secondary text, or one used to provide additional coverage of specific topics, rather than as a primary text. However, it is difficult to find a textbook that provides both sufficient breadth and depth of coverage whether open-source or not. So, if you are interested in "slicing and dicing" content to fit your curriculum, this text would be a good place to start.

Reviewed by Eric Dodson, Instructor of ESOL, Portland State University on 1/7/16

This book includes a review of sentence grammar, paragraph structure, process writing, rhetorical styles, principles of judging sources, and business genre forms. The grammar sections provide a backbone; generally good examples provided. The... read more

This book includes a review of sentence grammar, paragraph structure, process writing, rhetorical styles, principles of judging sources, and business genre forms. The grammar sections provide a backbone; generally good examples provided. The individual grammar points require supplementary material for review of more examples and grammar-focused exercises. However, there are some exercises that marry both grammar and business writing functions.

The grammar points and exercises that I browsed were accurate. Rare typos.

Business norms may change, but the main focus is on underlying writing and rhetorical competency, and any updates will be relatively easy and straightforward to implement.

Some of the grammar for native speakers seems to be targeted for students who know some grammar terms, but do not know others. For example, the term “clause” is given a rough definition, but later the term “phrase” is used without a clear definition, in the context of “prepositional phrase.”

When discussing the specific genre of business writing (Ch. 10), the text often focuses on academic writing demands. Some sections are really focused on overall rhetorical styles and classical rhetoric, with a bit of business window dressing.

\The text is organized and composed in a perfect way for picking-and-choosing chapters or sections. Important concepts that are shared by several chapters (sentence fragments, for example) are generally introduced and explained in each chapter they appear in (though with different levels of detail, depending on the chapter).

No table of contents in the document, and correspondingly, no hyperlinks between sections. The first chapter’s grammar review and the second, punctuation, offer the chance to review a wide range of sentence grammar topics, but the topics are not ordered in a sequentially logical way. For example, adjectives and adverbs are tackled after sentence fragments and other sentence-level errors (which are unanalyzable if readers do not understand basic word-level grammar). The third chapter on word choices has a similar issue.

Some editing exercises are single-spaced, which makes them very difficult to correct via pen-and-paper. Example writing often is not clearly labeled or differentiated from the main text.

Rare omitted words or punctuation (e.g., p. 141). Otherwise clear and accurate.

Occasional glimpses of a multi-cultural reality via examples or use of names from different backgrounds. However, the focus is on (presumably) North American business English demands. The only issue with this is that this is not explicitly explained, and learners would need supplemental materials in order to raise awareness of the existence of different genre expectations internationally.

This work would offer a good set of resources for introductory university student writing courses or business English for speakers of other languages. For example, Chapter 3 has a welcome list of commonly confused words. However, this work would likely be most useful as a teacher planning supplement or to provide readings/exercises on specific topics. Much of the grammatical information, including the chapter for ESL students, does not offer much application to business contexts. For example, there is a review of the concept of idioms, and some example idioms, but not commentary on how students should use them in writing, or if they should use them at all. For the presentation of grammar and mechanics, I would supplement with more genre-specific projects, but the succinct and broad overview of grammar makes a good basic resource.

Reviewed by Judy Boozer, Business Faculty/AOP Program Lead, Lane Communicty College on 1/7/16

The book is comprehensive in regards to business communication, but it lacks a table of contents, index, or glossary for ease in finding the concepts presented in it. read more

The book is comprehensive in regards to business communication, but it lacks a table of contents, index, or glossary for ease in finding the concepts presented in it.

Content Accuracy rating: 3

This book has a few errors throughout--spaces missing between words, inconsistent formatting, lack of first line indents for paragraphs, etc. The content does appear for the most part to be unbiased and often gives both sides of concepts/views of proper communication.

Because paragraphs are not indented, it makes it extremely hard to see where paragraphs begin and end.

Content is relevant to today's world, but it lacks some of the more current digital communication options available to us. This would be easy to add.

The clarity of the book is quite good. The author has done a good job of explaining all content, especially if new or unusual terminology is used.

Each chapter in this text has been organized the same way. Although it is nice to be consistent, it almost makes it boring. A list of terms used in each chapter would be helpful.

As mentioned before, there is also inconcistency with the formatting of the contents of this book.

Modularity rating: 3

The book is clearly organized by chapter content and then by objectives within each chapter's topic(s). There are times, however, when few side headings are used, which makes it difficult to comprehend the material presented.

The topics are presented in a logical manner, and they often refer to previous topics as the reader progresses through the book.

There are no interface issues, except that there is not much to excite the reader into reading. There are very few graphics, tables, charts, used. A text only book is difficult to read and comprehend.

I find almost no grammatical errors. (necessary for a book on business communication)

The book is not insensitive or offense to any cultures, but it does lack too many references to various races, cultures, etc.

This book has a wealth of information with resources provided, but it lacks those elements that appeal to those learners that require more than just reading text in order to learn a topic. There are a wealth of exercises at the end of each lesson that students can complete to gain competency in the chapter's concept(s).

Reviewed by Carolina Selva, Adjunct Faculty, BA and MSD, Portland Community College on 1/7/16

Extremely comprehensive. Covers all critical areas of business communication including electronic messages, team communication, presentation skills, and even "language." Learning resources such as exercises and activities are included - many of... read more

Extremely comprehensive. Covers all critical areas of business communication including electronic messages, team communication, presentation skills, and even "language." Learning resources such as exercises and activities are included - many of them quite useful and very relevant to the material.

Accurate and timely as of the date of publishing (2010). Good blend of theoretical and practical applications bolsters credibility. I found no errors or hints of bias.

Relevant in today's dynamic business environment. Many of the principles are (almost) timeless, but the book also includes chapters on newer dynamics of communication in the current climate. These chapters (specifically the last two - on intercultural communication and teamwork) may require more review/updating in coming years than much of the other material.

Clear and to the point - as business writing should be.

Very consistent tone and voice throughout.

Absolutely divisable into specific modules in order to assign at different points. I envisioned using this text in my current Business Communication course and thus assigning chapters out of order and it would work with no problems whatsoever.

Organization/structure is logical. If I were to assign chapters in sequential order, flow would be no problem here. As mentioned in the section on modularity, however, the chapters could stand on their own provided context was present.

Good interface and easy navigation. Some of the graphical elements were not as sharp as others, and some were a bit small. Overall, the book seemed text-heavy and could use visual elements (such as white space and/or more graphics/images) throughout.

No grammatical errors - good modeling of grammar usage.

No cultural insensitivities were perceived. I was impressed with the section on intercultural communication.

Reviewed by Gail Emily Fey, Ph.D., Lecturer, Eller College of Management, University of Arizona on 6/10/15

At nearly 800 pages, the text is immensely comprehensive. It includes both pre- and post-lesson exercises. Some of the exercises seem a bit “silly”; and the author seems to prefer “fives and sixes” for just about every exercise. Still, because... read more

At nearly 800 pages, the text is immensely comprehensive. It includes both pre- and post-lesson exercises. Some of the exercises seem a bit “silly”; and the author seems to prefer “fives and sixes” for just about every exercise. Still, because many options are offered, the instructor or learner would be free to find something appropropriate.

One especially interesting section was LANGUAGE. It was thorough enough to get the main points across but not SO deep as to be offputting to those not into linguistics. Language seems to be a topic that is often eliminated or minimized in other business communication texts.

The author includes references at the end of each chapter. Moreover, the author’s brief bio makes it clear that he has expertise in the subject of Speech and Communication. That ethos lends credibility to the text.

The overarching principles of business writing (clarity, knowing audience, understanding context, bottom line on top, concision) are not likely to change any time soon. The last 2 chapters (intercultural and teamwork) are especially relevant for the near future. According to the SHRM (Society for Human Resource Management) “Changing demographics, relocation patterns and the globalization of business will be among the key trends influencing the workplace in the next five to 10 years.”

Fine job of clear writing. The author does a good job of modeling clear writing... necessary for business writers.

Since one individual authored the entire text, it has a consistent voice and tone.

Yes, the chapters can be individual modules for study.

However, as indicated below under my structural comments, really the modules are “Writing”, “Presentations”, and “Context”.

The structure can be thought of as comprising 3 parts: Background, Writing, Context. The author might consider 3 overarching headers under which to place the current chapter titles (e.g., “Writing” is the high-level category; then “Revising your Writing” would go under it. Similarly, “Context” would be the high-level category with “Intercultural and International” under it.).

The inclusion of “key takeaway” would be re-enforcing to students… especially those who read words but are not so good at making meaning of those words.

As much as I appreciated the Language section, its title of “Delivering your message” seems misleading. That title implies presentation/writing techniques. Why not entitle it simply “Using Language”?

No grammatical errors that this reviewer noticed.

Yes, absolutely. For the 21st century worker (in ANY discipline, but especially in business), communication is crucial. Warren Buffet stated that he thinks “The most valuable investment that you can make in yourself is to improve your ability to communicate. ‘Communication is enormously important; oral and written,’ said Buffett.” (Lukas Partners, posting on 3-2014, http://www.lukaspartners.com/communication-important-says-warren-buffett/).

One area that could be improved is that of visual design. The version I reviewed had next-to-no graphics. Quite possibly the no-graphics approach was an effort to prevent the book from becoming even longer.

Another formatting item that this reviewer found annoying was the omission of extra line space between paragraphs. I would vote for single line spacing within paragraphs and double line spacing between para’s to signal the reader a new paragraph was beginning.

Reviewed by Brandy A. Brown, Assistant Professor, University of Arizona on 6/10/15

I integrated this book as a supplement in a Psychology of Leadership course. Communication is such an essential leadership skill and myself and a fellow Associate Professor teaching this course found that student's skills in that area were... read more

I integrated this book as a supplement in a Psychology of Leadership course. Communication is such an essential leadership skill and myself and a fellow Associate Professor teaching this course found that student's skills in that area were deficient.

One of my criticisms of the majority of open texts is that they do tend to fall out of date. This text uses a very simple communication model and doesn't provide additional information or models which would apply better to virtual teams and their communication.

This text is comprehensive enough to actually be used for a full business or professional communication course - several of my students chose to explore the entire book despite only being assigned specific chapters because they found it relevant and helpful to their lives, not just to their coursework.

For the majority of my students this was appropriate for their current level of knowledge. Nothing struck me as inaccurate, there were research bases for the material, however, my criticism of a lack of additional models and examples which would better apply to current prevalent business communications is appropriate for this as well (e.g. virtual distributed teams). Those would be expected in a publisher supported text.

At the risk of sounding like a broken record, this text does feel slightly limited (only one model of communication) and behind the current communication trends (virtual teams). Previous reviewer, Dr. Emery, said it perfectly, '....I'd like to see a deeper grounding in persausion, organizational communication, and business discourse."

Students found the text very clear, including my Japanese native student who struggles with English quite a bit. Another student remarked that it was an enjoyable read and that they at times found it funny. Those are quite the complement for a textbook.

The book felt like it was almost two separate books put together - which is part of why it can be considered so comprehensive. There were chapters focused on descriptions and definitions and lists, but then some which were very applied and focused on specific communications. I was able to assign these together (something I will address under modularity), but the book could have a better flow and be more narrow, given the focus of the title.

As noted under consistency the text can easily be mixed together, which is very important given the differences in certain types of chapters (list/definition chapters vs. actual applied writing chapters). I chose to assign only the chapters I felt were most relevant to the topics of leadership communication, but allowed students to do the others and provided quizzes they could complete for bonus points. They loved that approach, and how well it worked speaks to the appeal and flexibility of the text.

I did not follow the organization or structure of the text as it was in any way, that was the only challenge I found with using this text. While it was 'modular' based on the definition provided here and I did like the structure and flow of individual chapters, remixing the text was difficult and required students to find their own places in a Word document or PDF version which displayed differently than mine usually. If it were to be posted on a platform that made that easier to do that would be a large improvement.

Students registered no complaints, and overall I have no major issues with it. Nothing is distracting or confusing, but I also wouldn't rate it high on engagement (visuals are different in different formats and sometimes have issues with clarity). Students (and I) appreciated the chapter structure and outlines, but again the format to interact with the text (Word or PDF unless I find my own method to host or remix it) was limiting and not necessarily ADA compliant in the current formats.

Students commented on the accessibility of the tone, and I have found no errors.

Students in my program are often multicultural, they and I had no issues with the text. However, I am always looking for more examples to help them see the differences in cultures and how to handle communication in those instances.

This textbook saved my students and I from two large issues: 1) needing to deal with a difficult enrollment and grading interface process on another website, and 2) paying for the additional materials needed in this course on top of our current required items (which I am not able to break free from currently). It reduced both friction with our course materials and my need to be technical support, while increasing engagement through allowing students choices and the ability to pursue additional knowledge on their own. That is why texts like this one matter so very much. Many of my students struggle financially, and the option to enable them to learn more without adding any financial burden is invaluable.

Reviewed by Daniel Emery, Associate Professor of Business Communication, University of Oklahoma on 1/12/15

The book is exceptionally comprehensive, comparable to other large omnibus collections for business communication. The book would be suitable for business communication courses or business and professional speaking. It's arrangement and scope of... read more

The book is exceptionally comprehensive, comparable to other large omnibus collections for business communication. The book would be suitable for business communication courses or business and professional speaking. It's arrangement and scope of coverage are comparable to the largest for profit books used in the field.

I would describe the content as accurate and a good portion of the material presented had a clear basis in writing research. I find the author's sender/message/receiver model for communication somewhat dated theoretically, but that is also my critique of most textbooks in the area. In later chapters, the book could stand more examples from professional contexts and would benefit from thorough research in the business communication literature. I wouldn't call it inaccurate, but I find it underdeveloped.

Several of the examples and allusions are recent and relevant, but the development of the content is not what I would hope for developing a state of the art introduction to the field. It's no worse than the majority of books in the area, but I wish it were better. Specifically, I think the communication generalist approach of the text makes it somewhat accessible for a wide variety of instructors, but I'd like to see a deeper grounding in persuasion, organizational communication, and business discourse.

Very clear and often clever.

I would describe the book as somewhat over broad in its lexicon. Part of the issue may be with arrangement, but the opening chapters were rife with lists and redefinition of common terms. One of the challenges of working in Communication as a field is that much of our content is taken for granted or treated as common sense. A narrower focus and an emphasis on key ideas would be very helpful. An adopter of the book might do well to adopt the elements on communication or language, but probably not both to keep the content clear.

It looks very good to me. One of the things I appreciated most was that the elements of the book I think were strongest could be realigned and revised with relative ease. The volume tries to be an "everything book" in many ways, so the opportunity to cut and remix is its most useful property. Facutly who use the giant comprehensive industry standard books end up excising a ton of content anyway.

The weakest chapters of the book were those that discussed research in business writing. I'd recommend that the aothor consult with a buisiness librarian who migh offer a more comprehensive and effective review of sources of business information. Those modules should be much stronger.

The organizational strategy makes sense, but it isn't how I might prefer the book to be laid out. The opportunity to cut material would be an advantage here.

Textually, the book is solid. I appreciate the typographic choices and the chapter outlines are very clear and straightforward. The visuals are less effective, as the are occasionally too small and somewhat unfocused. The choice to use gray text boxes or filters over sample documents was a poor one.

Unsurprisingly, it's very good. I appreciated the converstional tone.

The book makes frequent mention of inrercultural issues in business communication, which is absolutely relevant to the globalized marketplace of today's graduates. Additional examples of itnernational correspondence would be potentially invaluable, even amid the chapters on genres.

I deeply appreciate McLean's Business Communication for Success as the first truly effective and customizable open source text in our area. The coverage of the book equals or exceeds that of the majority of the books available from publishers, and the exercises and activities are appropriate to a wide variety of teaching circumstances and environments. For an instructor or program looking for a low cost option for students, the content and customizability of this book is a welcome starting point regardless of the disciplinary or curricular home of a business communication course.

Table of Contents

  • Chapter 1: Effective Business Communication
  • Chapter 2: Delivering Your Message
  • Chapter 3: Understanding Your Audience
  • Chapter 4: Effective Business Writing
  • Chapter 5: Writing Preparation
  • Chapter 6: Writing
  • Chapter 7: Revising and Presenting Your Writing
  • Chapter 8: Feedback in the Writing Process
  • Chapter 9: Business Writing in Action
  • Chapter 10: Developing Business Presentations
  • Chapter 11: Nonverbal Delivery
  • Chapter 12: Organization and Outlines
  • Chapter 13: Presentations to Inform
  • Chapter 14: Presentations to Persuade
  • Chapter 15: Business Presentations in Action
  • Chapter 16: Intrapersonal and Interpersonal Business Communication
  • Chapter 17: Negative News and Crisis Communication
  • Chapter 18: Intercultural and International Business Communication
  • Chapter 19: Group Communication, Teamwork, and Leadership

Ancillary Material

About the book.

Business Communication for Success (BCS) provides a comprehensive, integrated approach to the study and application of written and oral business communication to serve both student and professor.

This series features chapters with the following elements:

  • Learning Objectives
  • Introductory Exercises
  • Clear expectations, relevant background, and important theories
  • Practical, real-world examples
  • Key Takeaways or quick internal summaries
  • Key terms that are easily identified
  • In-chapter assignments
  • Postchapter assessments linked to objectives and skills acquisition

Each chapter is self-contained, allowing for mix-and-match flexibility and custom or course-specific design. Each chapter focuses on clear objectives and skill demonstrations that can be easily linked to your syllabus and state or federal requirements. Supported by internal and external assessments, each chapter features time-saving and learning-enhancement support for instructors and students.

BCS is designed to help students identify important information, reinforce for retention, and demonstrate mastery with a clear outcome product.

The text has three content categories:

  • Foundations
  • Process and products

The first three chapters form the core foundation for the study of oral and written business communication. The next sequence of chapters focus on the process of writing, then oral performance with an emphasis on results. The final sequence focuses on contexts where business communication occurs, from interpersonal to intercultural, from groups to leadership.

In each of the process and product chapter sequences, the chapters follow a natural flow, from prewriting to revision, from preparation for a presentation to performance. Each sequence comes together in a concluding chapter that focuses on action—where we apply the skills and techniques of written or oral communication in business, from writing a letter to presenting a sales speech. These performances not only serve to reinforce real-world applications but also may serve as course assessments.

This text has been used in classes at: Ohio University, Miami University – Oxford, Kent State University – Salem Campus, Cuyahoga Community College – West, University of Toledo, Cuyahoga Community College – District, Northern Arizona University, Gateway Community College, University of Arizona, Arizona Western College, Boise State University,Western Governors University, Doane College, Mcpherson College, University of Nebraska Med Center, Suny Fredonia, State University of New York Institute of Technology at Utica/Rome, Trinidad State Junior College, University of Delaware, Brenau University, Brewton-Parker College, Loras College, Kapiolani Community College, Muscatine Community College, Greenville College, University of Illinois – Chicago, Millikin University, Rockland Community College, Cornell University, National-Louis University – Lisle, St. Gregory's University, University of Southern Indiana, Missouri State University – W Plains, Bucks County Community College – Newton, Clarion University of Pennsylvania, Pulaski Technical College, Temple University, Dixie State College of Utah, Averett University, Virginia Polytech Institute, Fond Du Lac Tribal Community College, Lipscomb University, Edgewood College, University of Wisconsin – Stout, Wisconsin Lutheran College, Virginia State University, North Georgia Technical College – Blairsville, Paradise Valley Community College, Fordham University – Lincoln Center, New England College of Business/Finance, Eastern New Mexico University, University of Alabama, Albertus Magnus College, Pepperdine University, Fullerton College, Santa Ana College, Miracosta College – Oceanside, San Jose State University, De Anza College, University of The Southwest, Florida Institute of Technology, Forida State University, Dean College, California State University, University of Massachusetts, Suffolk University, Stevenson University, Worcester State College, University of Maryland, Clover Park Technical College, Minnesota State University – Moorhead, College of St. Scholastica, Ferris State University, Concordia University, Southern New Hampshire University, Lower Columbia College, University of North Carolina – Greensboro, Rockingham Community College, Stanly Community College, Wayland Baptist University, Bunker Hill Community College, Salve Regina University, University of The Incarnate Word, St. Mary's University, University of Rhode Island, Texarkana College, Renton Technical College, Tarleton State University, Wayland Baptist University – Plainview, University of Houston, Stephen F. Austin State University, Bates Technical College, Chabot College, Bakersfield College, Azusa Pacific University, University of Houston – Downtown, California Southern University, Miracosta College, American Public University, American Public University System, Huntington Junior College, Flat World Knowledge University, Jackson Senior High School, Holmes High School, Dlielc, Clintondale High School, American University in Kosovo in Conjunction with Rochester Institute of Technology, Southeast Lauderdale High School, Benedict Business Hotel Management School, University of the People, Kwame Nkrumah University of Science and Technology, New Brunswick College of Craft and Design, New England School of English, Comsats Institute of Information Technology, Wayland Baptist University – Anchorage, Volcano Vista High School, Wayland Baptist University – San Antonio, Morrill High School, North Island College – B Campus, Seneca College, APOU, University of North Carolina – Greensboro, Southern New Hampshire University, University of Maryland University College, Harrisburg High School

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7 Favorite Business Case Studies to Teach—and Why

Explore more.

  • Case Teaching
  • Course Materials

FEATURED CASE STUDIES

The Army Crew Team . Emily Michelle David of CEIBS

ATH Technologies . Devin Shanthikumar of Paul Merage School of Business

Fabritek 1992 . Rob Austin of Ivey Business School

Lincoln Electric Co . Karin Schnarr of Wilfrid Laurier University

Pal’s Sudden Service—Scaling an Organizational Model to Drive Growth . Gary Pisano of Harvard Business School

The United States Air Force: ‘Chaos’ in the 99th Reconnaissance Squadron . Francesca Gino of Harvard Business School

Warren E. Buffett, 2015 . Robert F. Bruner of Darden School of Business

To dig into what makes a compelling case study, we asked seven experienced educators who teach with—and many who write—business case studies: “What is your favorite case to teach and why?”

The resulting list of case study favorites ranges in topics from operations management and organizational structure to rebel leaders and whodunnit dramas.

1. The Army Crew Team

Emily Michelle David, Assistant Professor of Management, China Europe International Business School (CEIBS)

business communication skills case study

“I love teaching  The Army Crew Team  case because it beautifully demonstrates how a team can be so much less than the sum of its parts.

I deliver the case to executives in a nearby state-of-the-art rowing facility that features rowing machines, professional coaches, and shiny red eight-person shells.

After going through the case, they hear testimonies from former members of Chinese national crew teams before carrying their own boat to the river for a test race.

The rich learning environment helps to vividly underscore one of the case’s core messages: competition can be a double-edged sword if not properly managed.

business communication skills case study

Executives in Emily Michelle David’s organizational behavior class participate in rowing activities at a nearby facility as part of her case delivery.

Despite working for an elite headhunting firm, the executives in my most recent class were surprised to realize how much they’ve allowed their own team-building responsibilities to lapse. In the MBA pre-course, this case often leads to a rich discussion about common traps that newcomers fall into (for example, trying to do too much, too soon), which helps to poise them to both stand out in the MBA as well as prepare them for the lateral team building they will soon engage in.

Finally, I love that the post-script always gets a good laugh and serves as an early lesson that organizational behavior courses will seldom give you foolproof solutions for specific problems but will, instead, arm you with the ability to think through issues more critically.”

2. ATH Technologies

Devin Shanthikumar, Associate Professor of Accounting, Paul Merage School of Business

business communication skills case study

“As a professor at UC Irvine’s Paul Merage School of Business, and before that at Harvard Business School, I have probably taught over 100 cases. I would like to say that my favorite case is my own,   Compass Box Whisky Company . But as fun as that case is, one case beats it:  ATH Technologies  by Robert Simons and Jennifer Packard.

ATH presents a young entrepreneurial company that is bought by a much larger company. As part of the merger, ATH gets an ‘earn-out’ deal—common among high-tech industries. The company, and the class, must decide what to do to achieve the stretch earn-out goals.

ATH captures a scenario we all want to be in at some point in our careers—being part of a young, exciting, growing organization. And a scenario we all will likely face—having stretch goals that seem almost unreachable.

It forces us, as a class, to really struggle with what to do at each stage.

After we read and discuss the A case, we find out what happens next, and discuss the B case, then the C, then D, and even E. At every stage, we can:

see how our decisions play out,

figure out how to build on our successes, and

address our failures.

The case is exciting, the class discussion is dynamic and energetic, and in the end, we all go home with a memorable ‘ah-ha!’ moment.

I have taught many great cases over my career, but none are quite as fun, memorable, and effective as ATH .”

3. Fabritek 1992

Rob Austin, Professor of Information Systems, Ivey Business School

business communication skills case study

“This might seem like an odd choice, but my favorite case to teach is an old operations case called  Fabritek 1992 .

The latest version of Fabritek 1992 is dated 2009, but it is my understanding that this is a rewrite of a case that is older (probably much older). There is a Fabritek 1969 in the HBP catalog—same basic case, older dates, and numbers. That 1969 version lists no authors, so I suspect the case goes even further back; the 1969 version is, I’m guessing, a rewrite of an even older version.

There are many things I appreciate about the case. Here are a few:

It operates as a learning opportunity at many levels. At first it looks like a not-very-glamorous production job scheduling case. By the end of the case discussion, though, we’re into (operations) strategy and more. It starts out technical, then explodes into much broader relevance. As I tell participants when I’m teaching HBP's Teaching with Cases seminars —where I often use Fabritek as an example—when people first encounter this case, they almost always underestimate it.

It has great characters—especially Arthur Moreno, who looks like a troublemaker, but who, discussion reveals, might just be the smartest guy in the factory. Alums of the Harvard MBA program have told me that they remember Arthur Moreno many years later.

Almost every word in the case is important. It’s only four and a half pages of text and three pages of exhibits. This economy of words and sparsity of style have always seemed like poetry to me. I should note that this super concise, every-word-matters approach is not the ideal we usually aspire to when we write cases. Often, we include extra or superfluous information because part of our teaching objective is to provide practice in separating what matters from what doesn’t in a case. Fabritek takes a different approach, though, which fits it well.

It has a dramatic structure. It unfolds like a detective story, a sort of whodunnit. Something is wrong. There is a quality problem, and we’re not sure who or what is responsible. One person, Arthur Moreno, looks very guilty (probably too obviously guilty), but as we dig into the situation, there are many more possibilities. We spend in-class time analyzing the data (there’s a bit of math, so it covers that base, too) to determine which hypotheses are best supported by the data. And, realistically, the data doesn’t support any of the hypotheses perfectly, just some of them more than others. Also, there’s a plot twist at the end (I won’t reveal it, but here’s a hint: Arthur Moreno isn’t nearly the biggest problem in the final analysis). I have had students tell me the surprising realization at the end of the discussion gives them ‘goosebumps.’

Finally, through the unexpected plot twist, it imparts what I call a ‘wisdom lesson’ to young managers: not to be too sure of themselves and to regard the experiences of others, especially experts out on the factory floor, with great seriousness.”

4. Lincoln Electric Co.

Karin Schnarr, Assistant Professor of Policy, Wilfrid Laurier University

business communication skills case study

“As a strategy professor, my favorite case to teach is the classic 1975 Harvard case  Lincoln Electric Co.  by Norman Berg.

I use it to demonstrate to students the theory linkage between strategy and organizational structure, management processes, and leadership behavior.

This case may be an odd choice for a favorite. It occurs decades before my students were born. It is pages longer than we are told students are now willing to read. It is about manufacturing arc welding equipment in Cleveland, Ohio—a hard sell for a Canadian business classroom.

Yet, I have never come across a case that so perfectly illustrates what I want students to learn about how a company can be designed from an organizational perspective to successfully implement its strategy.

And in a time where so much focus continues to be on how to maximize shareholder value, it is refreshing to be able to discuss a publicly-traded company that is successfully pursuing a strategy that provides a fair value to shareholders while distributing value to employees through a large bonus pool, as well as value to customers by continually lowering prices.

However, to make the case resonate with today’s students, I work to make it relevant to the contemporary business environment. I link the case to multimedia clips about Lincoln Electric’s current manufacturing practices, processes, and leadership practices. My students can then see that a model that has been in place for generations is still viable and highly successful, even in our very different competitive situation.”

5. Pal’s Sudden Service—Scaling an Organizational Model to Drive Growth

Gary Pisano, Professor of Business Administration, Harvard Business School

business communication skills case study

“My favorite case to teach these days is  Pal’s Sudden Service—Scaling an Organizational Model to Drive Growth .

I love teaching this case for three reasons:

1. It demonstrates how a company in a super-tough, highly competitive business can do very well by focusing on creating unique operating capabilities. In theory, Pal’s should have no chance against behemoths like McDonalds or Wendy’s—but it thrives because it has built a unique operating system. It’s a great example of a strategic approach to operations in action.

2. The case shows how a strategic approach to human resource and talent development at all levels really matters. This company competes in an industry not known for engaging its front-line workers. The case shows how engaging these workers can really pay off.

3. Finally, Pal’s is really unusual in its approach to growth. Most companies set growth goals (usually arbitrary ones) and then try to figure out how to ‘backfill’ the human resource and talent management gaps. They trust you can always find someone to do the job. Pal’s tackles the growth problem completely the other way around. They rigorously select and train their future managers. Only when they have a manager ready to take on their own store do they open a new one. They pace their growth off their capacity to develop talent. I find this really fascinating and so do the students I teach this case to.”

6. The United States Air Force: ‘Chaos’ in the 99th Reconnaissance Squadron

Francesca Gino, Professor of Business Administration, Harvard Business School

business communication skills case study

“My favorite case to teach is  The United States Air Force: ‘Chaos’ in the 99th Reconnaissance Squadron .

The case surprises students because it is about a leader, known in the unit by the nickname Chaos , who inspired his squadron to be innovative and to change in a culture that is all about not rocking the boat, and where there is a deep sense that rules should simply be followed.

For years, I studied ‘rebels,’ people who do not accept the status quo; rather, they approach work with curiosity and produce positive change in their organizations. Chaos is a rebel leader who got the level of cultural change right. Many of the leaders I’ve met over the years complain about the ‘corporate culture,’ or at least point to clear weaknesses of it; but then they throw their hands up in the air and forget about changing what they can.

Chaos is different—he didn’t go after the ‘Air Force’ culture. That would be like boiling the ocean.

Instead, he focused on his unit of control and command: The 99th squadron. He focused on enabling that group to do what it needed to do within the confines of the bigger Air Force culture. In the process, he inspired everyone on his team to be the best they can be at work.

The case leaves the classroom buzzing and inspired to take action.”

7. Warren E. Buffett, 2015

Robert F. Bruner, Professor of Business Administration, Darden School of Business

business communication skills case study

“I love teaching   Warren E. Buffett, 2015  because it energizes, exercises, and surprises students.

Buffett looms large in the business firmament and therefore attracts anyone who is eager to learn his secrets for successful investing. This generates the kind of energy that helps to break the ice among students and instructors early in a course and to lay the groundwork for good case discussion practices.

Studying Buffett’s approach to investing helps to introduce and exercise important themes that will resonate throughout a course. The case challenges students to define for themselves what it means to create value. The case discussion can easily be tailored for novices or for more advanced students.

Either way, this is not hero worship: The case affords a critical examination of the financial performance of Buffett’s firm, Berkshire Hathaway, and reveals both triumphs and stumbles. Most importantly, students can critique the purported benefits of Buffett’s conglomeration strategy and the sustainability of his investment record as the size of the firm grows very large.

By the end of the class session, students seem surprised with what they have discovered. They buzz over the paradoxes in Buffett’s philosophy and performance record. And they come away with sober respect for Buffett’s acumen and for the challenges of creating value for investors.

Surely, such sobriety is a meta-message for any mastery of finance.”

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CASE TEACHING

Emily Michelle David is an assistant professor of management at China Europe International Business School (CEIBS). Her current research focuses on discovering how to make workplaces more welcoming for people of all backgrounds and personality profiles to maximize performance and avoid employee burnout. David’s work has been published in a number of scholarly journals, and she has worked as an in-house researcher at both NASA and the M.D. Anderson Cancer Center.

business communication skills case study

Devin Shanthikumar  is an associate professor and the accounting area coordinator at UCI Paul Merage School of Business. She teaches undergraduate, MBA, and executive-level courses in managerial accounting. Shanthikumar previously served on the faculty at Harvard Business School, where she taught both financial accounting and managerial accounting for MBAs, and wrote cases that are used in accounting courses across the country.

business communication skills case study

Robert D. Austin is a professor of information systems at Ivey Business School and an affiliated faculty member at Harvard Medical School. He has published widely, authoring nine books, more than 50 cases and notes, three Harvard online products, and two popular massive open online courses (MOOCs) running on the Coursera platform.

business communication skills case study

Karin Schnarr is an assistant professor of policy and the director of the Bachelor of Business Administration (BBA) program at the Lazaridis School of Business & Economics at Wilfrid Laurier University in Waterloo, Ontario, Canada where she teaches strategic management at the undergraduate, graduate, and executive levels. Schnarr has published several award-winning and best-selling cases and regularly presents at international conferences on case writing and scholarship.

business communication skills case study

Gary P. Pisano is the Harry E. Figgie, Jr. Professor of Business Administration and senior associate dean of faculty development at Harvard Business School, where he has been on the faculty since 1988. Pisano is an expert in the fields of technology and operations strategy, the management of innovation, and competitive strategy. His research and consulting experience span a range of industries including aerospace, biotechnology, pharmaceuticals, specialty chemicals, health care, nutrition, computers, software, telecommunications, and semiconductors.

business communication skills case study

Francesca Gino studies how people can have more productive, creative, and fulfilling lives. She is a professor at Harvard Business School and the author, most recently, of  Rebel Talent: Why It Pays to Break the Rules at Work and in Life . Gino regularly gives keynote speeches, delivers corporate training programs, and serves in advisory roles for firms and not-for-profit organizations across the globe.

business communication skills case study

Robert F. Bruner is a university professor at the University of Virginia, distinguished professor of business administration, and dean emeritus of the Darden School of Business. He has also held visiting appointments at Harvard and Columbia universities in the United States, at INSEAD in France, and at IESE in Spain. He is the author, co-author, or editor of more than 20 books on finance, management, and teaching. Currently, he teaches and writes in finance and management.

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business communication skills case study

Communication Case Studies

As part of MastersinCommunications.com dedication to helping students research graduate programs and careers in the field of communication, we created a section dedicated to communication case studies so that students can learn more about real projects completed by communication professionals. We hope this section will help students understand both the diverse array of projects that fall under the field of communication and the skills associated with each type of project.

Business Communication Case Studies

business communication skills case study

Crisis Communication for a Public Employee Retirement System

This case study explores the creation of a crisis communication plan and how it was used to handle a delicate situation regarding changes to an employee retirement fund. It involves strategic use of public relations, content creation, teamwork, and more.

business communication skills case study

Human Resources Communication and an Integrity Pledge

This case study examines a company HR strategy that created deep divisions throughout the organization and was ultimately unsuccessful. It deals with the creation and implementation of an Integrity Pledge meant to address issues plaguing a small business.

business communication skills case study

Strategic Communication for Floodplain Education

In this case study, a communication specialist helps spearhead a strategic communication project for a non-profit conservation collective. Their work entails collaborative project planning and evaluation, content creation, event management, and public relations.

Health Communication Case Studies

business communication skills case study

Manual for Cancer Patients

This case study follows the creation of a printed manual containing information on cancer treatments. The design process involved gathering data from treatment facilities, as well as finding the right layout to optimize patient experience.

business communication skills case study

Public Health Communications for Measles Outbreak

When a measles outbreak hits a small rural community, health professionals must figure out how to inform the public about potential risks and prevention strategies. This case study examines how the local health department responded to the crisis.

business communication skills case study

Risk Communication and Social Media Campaigns

This case study details how one risk communication organization uses social media to provide up-to-date information during a natural disaster. It includes a breakdown of the strategy employed amidst such events, as well as the training involved to prepare.

Technical Communication Case Studies

business communication skills case study

Mountain Bike Race Guide

In order to help riders navigate the logistical issues involved in an international mountain bike race, as well as the course itself, a technical writer and a usability tester research and develop a detailed guide to the event.

business communication skills case study

New Employee Training

This case study explores the creation of onboarding materials for new employees hired by a growing non-profit organization. It discusses scope and goals of the project, along with the skills needed to complete the training program.

business communication skills case study

Online Help Tool

In this case study, a technical writer is tasked with building an online tool to help employees use a new software system. This project involved interviewing staff members, designing the tool’s interface, and writing step-by-step instructions.

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What the Case Study Method Really Teaches

  • Nitin Nohria

business communication skills case study

Seven meta-skills that stick even if the cases fade from memory.

It’s been 100 years since Harvard Business School began using the case study method. Beyond teaching specific subject matter, the case study method excels in instilling meta-skills in students. This article explains the importance of seven such skills: preparation, discernment, bias recognition, judgement, collaboration, curiosity, and self-confidence.

During my decade as dean of Harvard Business School, I spent hundreds of hours talking with our alumni. To enliven these conversations, I relied on a favorite question: “What was the most important thing you learned from your time in our MBA program?”

  • Nitin Nohria is the George F. Baker Jr. Professor at Harvard Business School and the former dean of HBS.

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Case Studies in Organizational Communication

Case Studies in Organizational Communication Ethical Perspectives and Practices

  • Steve May - The University of North Carolina at Chapel Hill, USA
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See what’s new to this edition by selecting the Features tab on this page. Should you need additional information or have questions regarding the HEOA information provided for this title, including what is new to this edition, please email [email protected] . Please include your name, contact information, and the name of the title for which you would like more information. For information on the HEOA, please go to http://ed.gov/policy/highered/leg/hea08/index.html .

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The course including ethical decision-making has to be reshuffled for now, but in the future I will definitely use the book as a source for supporting material.

Excellent supplement to text I'm using. Offers in depth case studies and addresses evaluation using critical thinking.

Is there any instructor material available?

This book provides an effective way to engage students into theory. The cases presented can also be further analysed using a plethora of approaches, which makes it a useful teaching tool.

This book will be particularly helpful for students who have an interest in communication. I will also use it to supplement my lectures with examples in class. The book is very well laid out, engaging in its detail with signposting to further material for those students who wish to read more.

Matched with course design- practical and applied pedagogy for studying ethical issues and communication in everyday life.

NEW TO THIS EDITION

  • The Second Edition includes expanded coverage of the recent economic meltdown, globalization, new technologies, and corporate social responsibility.
  • Eighteen new case studies on current workplace issues include companies such as BP, Google, Toyota, Gap, Wyeth, and Enron.

KEY FEATURES

  • Emerging issues in the workplace, explored in several case studies, include work/family balance, sexual harassment, outsourcing, personal privacy, bribery, new technologies, social networking, corporate social responsibility, and other issues.
  • International case studies examine the ethical behavior of non-American organizations, providing a more thorough understanding of ethics in a global business environment.
  • The consistent case study structure allows instructors and students greater opportunity to compare and contrast cases on comparable terms.

Sample Materials & Chapters

Case Study 1

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For instructors

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Engaging Organizational Communication Theory and Research

This title is also available on SAGE Knowledge , the ultimate social sciences online library. If your library doesn’t have access, ask your librarian to start a trial .

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business communication skills case study

PON – Program on Negotiation at Harvard Law School - https://www.pon.harvard.edu

Team-Building Strategies: Building a Winning Team for Your Organization

business communication skills case study

Discover how to build a winning team and boost your business negotiation results in this free special report, Team Building Strategies for Your Organization, from Harvard Law School.

Top 10 International Business Negotiation Case Studies

International business negotiation case studies offer insights to business negotiators who face challenges in the realm of cross-cultural business negotiation..

By PON Staff — on August 8th, 2023 / International Negotiation

business communication skills case study

If you engage in international negotiation , you can improve your odds of success by learning from these 10 well-known international business negotiation case studies:

International Negotiations

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Claim your copy of International Negotiations: Cross-Cultural Communication Skills for International Business Executives from
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  • Apple’s Apology in China

When Apple CEO Timothy D. Cook apologized to Apple customers in China for problems arising from Apple’s warranty policy, he promised to rectify the issue. In a negotiation research study, Professor William W. Maddux of INSEAD and his colleagues compared reactions to apologies in the United States and in Japan. They discovered that in “collectivist cultures” such as China and Japan, apologies can be particularly effective in repairing broken trust, regardless of whether the person apologizing is to blame. This may be especially true in a cross-cultural business negotiation such as this one.

  • Bangladesh Factory-Safety Agreements

In this negotiation case study, an eight-story factory collapsed in Bangladesh, killing an estimated 1,129 people, most of whom were low-wage garment workers manufacturing goods for foreign retailers. Following the tragedy, companies that outsourced their garment production faced public pressure to improve conditions for foreign workers. Labor unions focused their efforts on persuading Swedish “cheap chic” giant H&M to take the lead on safety improvements. This negotiation case study highlights the pros and cons of all-inclusive, diffuse agreements versus targeted, specific agreements.

  • The Microsoft-Nokia Deal

Microsoft made the surprising announcement that it was purchasing Finnish mobile handset maker Nokia for $7.2 billion, a merger aimed at building Microsoft’s mobile and smartphone offerings. The merger faced even more complexity after the ink dried on the contract—namely, the challenges of integrating employees from different cultures. International business negotiation case studies such as this one underscore the difficulties that companies face when attempting to negotiate two different identities.

  • The Cyprus Crisis

With the economy of the tiny Mediterranean island nation Cyprus near collapse, the International Monetary Fund (IMF), European Central Bank (ECB), and the European Commission teamed up to offer a 10-billion-euro bailout package contingent on Cyprus provisioning a substantial amount of the money through a one-time tax on ordinary Cypriot bank depositors. The move proved extremely unpopular in Cyprus and protests resulted. The nation’s president was left scrambling for a backup plan. The lesson from international business negotiation case studies such as this? Sometimes the best deal you can get may be better than no deal at all.

  • Dissent in the European Union

The European Union (EU) held a summit to address the coordination of economic activities and policies among EU member states. German resistance to such a global deal was strong, and pessimism about a unified EU banking system ran high as a result of the EU financial crisis. The conflict reflects the difficulty of forging  multiparty agreements  during times of stress and crisis.

  • North and South Korea Talks Collapse

Negotiations between North Korea and South Korea were supposed to begin in Seoul aimed at lessening tensions between the divided nations. It would have been the highest government dialogue between the two nations in years. Just before negotiations were due to start, however, North Korea complained that it was insulted that the lead negotiator from the South wasn’t higher in status. The conflict escalated, and North Korea ultimately withdrew from the talks. The case highlights the importance of pride and power perceptions in international negotiations.

  • Canceled Talks for the U.S. and Russia

Then-U.S. president Barack Obama canceled a scheduled summit with Russian President Vladimir Putin, citing a lack of progress on a variety of negotiations. The announcement came on the heels of Russia’s decision to grant temporary asylum to former National Security Agency contractor Edward Snowden, who made confidential data on American surveillance programs public. From international business negotiation case studies such as this, we can learn strategic reasons for  breaking off ties , if only temporarily, with a counterpart.

  • The East China Sea Dispute

In recent years, several nations, including China and Japan, have laid claim to a chain of islands in the East China Sea. China’s creation of an “air defense” zone over the islands led to an international dispute with Japan. International negotiators seeking to resolve complex disputes may gain valuable advice from this negotiation case study, which involves issues of international law as well as perceptions of relative strength or weakness in negotiations.

  • An International Deal with Syria

When then-U.S. Secretary of State John Kerry and his Russian counterpart, Sergey Lavrov, announced a deal to prevent the United States from entering the Syrian War, it was contingent on Syrian President Bashar al-Assad’s promise to dismantle his nation’s chemical weapons. Like other real-life negotiation case studies, this one highlights the value of expanding our focus in negotiation.

  • A Nuclear Deal with Iran

When the United States and five other world powers announced an interim agreement to temporarily freeze Iran’s nuclear program, the six-month accord, which eventually led to a full-scale agreement in 2015, was designed to give international negotiators time to negotiate a more comprehensive pact that would remove the threat of Iran producing nuclear weapons. As Iranian President Hassan Rouhani insisted that Iran had a sovereign right to enrich uranium, the United States rejected Iran’s claim to having a “right to enrich” but agreed to allow Iran to continue to enrich at a low level, a concession that allowed a deal to emerge.

What international business negotiation case studies in the news have you learned from in recent years?

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  • Negotiation Case Studies: The Bangladesh Factory-Safety Agreements
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Understanding how to arrange the meeting space is a key aspect of preparing for negotiation. In this video, Professor Guhan Subramanian discusses a real world example of how seating arrangements can influence a negotiator’s success. This discussion was held at the 3 day executive education workshop for senior executives at the Program on Negotiation at Harvard Law School.

Guhan Subramanian is the Professor of Law and Business at the Harvard Law School and Professor of Business Law at the Harvard Business School.

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Master of Advanced Studies in INTERCULTURAL COMMUNICATION

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Case Studies in Intercultural Communication

Welcome to the MIC Case Studies page.

Case Studies Intercultural Communication

Here you will find more than fifty different case studies, developed by our former participants from the Master of Advanced Studies in Intercultural Communication. The richness of this material is that it contains real-life experiences in intercultural communication problems in various settings, such as war, family, negotiations, inter-religious conflicts, business, workplace, and others. 

Cases also include renowned organizations and global institutions, such as the United Nations, Multinationals companies, Non-Governmental Organisations, Worldwide Events, European, African, Asian and North and South America Governments and others.

Intercultural situations are characterized by encounters, mutual respect and the valorization of diversity by individuals or groups of individuals identifying with different cultures. By making the most of the cultural differences, we can improve intercultural communication in civil society, in public institutions and the business world.

How can these Case Studies help you?

These case studies were made during the classes at the Master of Advanced Studies in Intercultural Communication. Therefore, they used the most updated skills, tools, theories and best practices available.   They were created by participants working in the field of public administration; international organizations; non-governmental organizations; development and cooperation organizations; the business world (production, trade, tourism, etc.); the media; educational institutions; and religious institutions. Through these case studies, you will be able to learn through real-life stories, how practitioners apply intercultural communication skills in multicultural situations.

Why are we opening our "Treasure Chest" for you?

We believe that Intercultural Communication has a growing role in the lives of organizations, companies and governments relationship with the public, between and within organizations. There are many advanced tools available to access, analyze and practice intercultural communication at a professional level.  Moreover, professionals are demanded to have an advanced cross-cultural background or experience to deal efficiently with their environment. International organizations are requiring workers who are competent, flexible, and able to adjust and apply their skills with the tact and sensitivity that will enhance business success internationally. Intercultural communication means the sharing of information across diverse cultures and social groups, comprising individuals with distinct religious, social, ethnic, and educational backgrounds. It attempts to understand the differences in how people from a diversity of cultures act, communicate and perceive the world around them. For this reason, we are sharing our knowledge chest with you, to improve and enlarge intercultural communication practice, awareness, and education.

We promise you that our case studies, which are now also yours, will delight, entertain, teach, and amaze you. It will reinforce or change the way you see intercultural communication practice, and how it can be part of your life today. Take your time to read them; you don't need to read all at once, they are rather small and very easy to read. The cases will always be here waiting for you. Therefore, we wish you an insightful and pleasant reading.

These cases represent the raw material developed by the students as part of their certification project. MIC master students are coming from all over the world and often had to write the case in a non-native language. No material can be reproduced without permission. ©   Master of Advanced Studies in Intercultural Communication , Università della Svizzera italiana, Switzerland.

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If you want to receive our last updated case studies or news about the program, leave us your email, and you will know in first-hand about intercultural communication education and cutting-edge research in the intercultural field.

business communication skills case study

10 Essential Managerial Skills and How to Develop Them

Discover the skills you need to be effective in a manager position and get tips for developing your managerial skills.

[Featured image] Manager reviewing data during a meeting

Effective management requires various key skills, from good communication and conflict management to strategic thinking. Knowing what managerial skills you need and how to develop them can help you become a better manager. This guide identifies ten essential skills managers need, clearly explaining what management is, why good management matters, and how you can benefit from being a manager.

What is management?

In business, management refers to supervising employees and overseeing day-to-day operations to meet an organization's goals and objectives. Managers need to have a deep knowledge of their particular industry, which means having some level of business expertise.

Empower teams with access to world-class content from 325+ top companies and universities

business communication skills case study

How does good management benefit a company?

Good management helps ensure an organization's success in several ways. These include:

Planning: Good managers plan strategies to achieve company goals.

Organization: Good managers know about company resources and how to allocate them.

Direction: Good managers know how to direct and motivate employees.

Control: Good managers ensure employees execute tasks and make changes when needed.

Read more: 8 Management Styles in Business: Choosing the Best Fit

What are some benefits of being a manager?

No matter what industry you choose, being a manager has certain benefits. Typically, managers get to enjoy the following benefits:

Get to be involved in making important decisions at work 

Enjoy some control over what work they do and when and how they work on it

Spend a good deal of time in collaboration with other people and working with teams

Enjoy opportunities for job-related learning and development

Have many options for career advancement within or outside of the workplace

Receive a good salary and benefits

business communication skills case study

Learn from the best

Lower training cost with in-demand content and trusted credentials from 325+ top companies and universities.

10 skills every manager should have

Managing companies and employees effectively takes a specific skill set. To build your managerial expertise, consider attaining these skills:

1. Ability to delegate

As a manager, the ability to delegate can offer you a variety of benefits. First, sharing tasks with others saves you time at work and reduces your stress levels. Delegating also engages and empowers your employees, helps build their skill sets, and boosts productivity in the workplace.

2. Ability to inspire and motivate

Employees depend on managers for support and guidance. By providing goals and objectives and a clear vision for how to meet them, you can keep employees motivated to perform their best. Other ways to inspire and motivate employees include finding ways to make work more engaging and rewarding and providing positive and helpful feedback.

3. Conflict-management

Workplaces typically have occasional conflicts, so knowing how to navigate them makes managing easier. This skill involves identifying the cause or causes of conflicts and coming up with quick and effective remedies.

4. Decision-making

Decision-making involves identifying an issue, weighing options, and taking action. The ability to make decisions can save time, boost productivity, build trust, and reduce confusion in the workplace.

5. Effective communication

Being a manager involves interacting with people regularly. On any given day, you might run a staff meeting, make a presentation to board members, or resolve a conflict between two employees. In addition to conveying information, listening when communicating is essential. Practicing good listening helps you be present, maintain eye contact, and paraphrase what your speaker says.

6. Emotional intelligence

If you can manage your emotions and help manage the emotions of others, chances are you have emotional intelligence. Emotionally intelligent managers often have empathy for others, a sense of self-awareness, an ability to think before speaking or acting, and a high degree of resilience.

7. Flexibility

Roadblocks pop up in any workplace, and good managers know how to get around them. Flexibility involves finding multiple ways to manage a team, complete a task, or solve a problem.

8. Organization

As a manager, you may have much to handle at once, including tasks, reports, meetings, projects, and presentations. Good organizational skills can help. These include goal setting, scheduling, time management, and recordkeeping.

9. Problem-solving

Problem-solving goes hand-in-hand with decision-making. The process involves identifying a problem, weighing solutions, choosing the best one, and evaluating whether or not it works. Managers who are good problem solvers have an easier time meeting company goals and objectives.

10. Strategic thinking

Managers who can strategically think offer great value to companies. Strategic thinking involves the following:

Analyzing data to come up with strategies

Creating strategies for meeting company goals and objectives

Thinking of ways to implement strategies

Directing others in the completion of goal-related tasks

Communicating the results to company stakeholders

Ways to develop managerial skills

Gaining new skills or improving the ones you have can help you be more successful in a management position. Whether you're a current manager or hoping to become one, consider these tips for developing management skills:

Seek advice and guidance from a mentor.

Read books about management theories, techniques, and styles.

Think about areas you need to improve, set goals, and take steps to achieve them.

Go back to school and get a certificate or a degree.

Attend industry-related training, conferences, and workshops. 

Practice skills like active listening, delegating, and organization.

Join a public speaking group or take a public speaking or business writing class.

Look for opportunities to be a leader at work, home, class, or through volunteering or sports.

Develop people management skills.

You’ll ideally concentrate on developing specific people management skills. By focusing on specific competencies, you can build higher competency levels in each area compared to a general competency approach.  Enrolling in professional development courses is a great way to learn new management techniques and improve your existing skills. 

You might also want to find a mentor or business coach to guide you on competency gaps and how to refine them. Asking other managers for feedback or advice is another great way to learn more about yourself—and what you need to do to improve as a manager.

Next steps: Getting started with Coursera

To develop current management skills or pick up new ones, consider taking the Strategic Leadership and Management Specialization offered by the University of Illinois at Urbana-Champaign on Coursera. You'll learn how to build good relationships in the workplace, lead teams, and inspire employee motivation and engagement. You'll also discover principles, theories, and frameworks to help you manage employees more effectively and explore long-term business and corporate strategy. At the end of the course, you'll participate in a capstone project where you can apply everything you've learned and receive a shareable career certificate.

Develop leaders from within your workforce

Let's work together to build lasting leadership skills for your organization.

This content has been made available for informational purposes only. Learners are advised to conduct additional research to ensure that courses and other credentials pursued meet their personal, professional, and financial goals.

College of Nursing

Driving change: a case study of a dnp leader in residence program in a gerontological center of excellence.

View as pdf A later version of this article appeared in Nurse Leader , Volume 21, Issue 6 , December 2023 . 

The American Association of Colleges of Nursing (AACN) published the Essentials of Doctoral Education for Advanced Practice Nursing in 2004 identifying the essential curriculum needed for preparing advanced practice nurse leaders to effectively assess organizations, identify systemic issues, and facilitate organizational changes. 1 In 2021, AACN updated the curriculum by issuing The Essentials: Core Competencies for Professional Nursing Education to guide the development of competency-based education for nursing students. 1 In addition to AACN’s competency-based approach to curriculum, in 2015 the American Organization of Nurse Leaders (AONL) released Nurse Leader Core Competencies (updated in 2023) to help provide a competency based model to follow in developing nurse leaders. 2

Despite AACN and AONL competency-based curriculum and model, it is still common for nurse leaders to be promoted to management positions based solely on their work experience or exceptional clinical skills, rather than demonstration of management and leadership competencies. 3 The importance of identifying, training, and assessing executive leaders through formal leadership development programs, within supportive organizational cultures has been discussed by national leaders. As well as the need for nurturing emerging leaders through fostering interprofessional collaboration, mentorship, and continuous development of leadership skills has been identified. 4 As Doctor of Nursing Practice (DNP) nurse leaders assume executive roles within healthcare organizations, they play a vital role within complex systems. Demonstration of leadership competence and participation in formal leadership development programs has become imperative for their success. However, models of competency-based executive leadership development programs can be hard to find, particularly programs outside of health care systems.

The implementation of a DNP Leader in Residence program, such as the one designed for The Barbara and Richard Csomay Center for Gerontological Excellence, addresses many of the challenges facing new DNP leaders and ensures mastery of executive leadership competencies and readiness to practice through exposure to varied experiences and close mentoring. The Csomay Center , based at The University of Iowa, was established in 2000 as one of the five original Hartford Centers of Geriatric Nursing Excellence in the country. Later funding by the Csomay family established an endowment that supports the Center's ongoing work. The current Csomay Center strategic plan and mission aims to develop future healthcare leaders while promoting optimal aging and quality of life for older adults. The Csomay Center Director created the innovative DNP Leader in Residence program to foster the growth of future nurse leaders in non-healthcare systems. The purpose of this paper is to present a case study of the development and implementation of the Leader in Residence program, followed by suggested evaluation strategies, and discussion of future innovation of leadership opportunities in non-traditional health care settings.

Development of the DNP Leader in Residence Program

The Plan-Do-Study-Act (PDSA) cycle has garnered substantial recognition as a valuable tool for fostering development and driving improvement initiatives. 5 The PDSA cycle can function as an independent methodology and as an integral component of broader quality enhancement approaches with notable efficacy in its ability to facilitate the rapid creation, testing, and evaluation of transformative interventions within healthcare. 6 Consequently, the PDSA cycle model was deemed fitting to guide the development and implementation of the DNP Leader in Residence Program at the Csomay Center.

PDSA Cycle: Plan

Existing resources. The DNP Health Systems: Administration/Executive Leadership Program offered by the University of Iowa is comprised of comprehensive nursing administration and leadership curriculum, led by distinguished faculty composed of national leaders in the realms of innovation, health policy, leadership, clinical education, and evidence-based practice. The curriculum is designed to cultivate the next generation of nursing executive leaders, with emphasis on personalized career planning and tailored practicum placements. The DNP Health Systems: Administration/Executive Leadership curriculum includes a range of courses focused on leadership and management with diverse topics such as policy an law, infrastructure and informatics, finance and economics, marketing and communication, quality and safety, evidence-based practice, and social determinants of health. The curriculum is complemented by an extensive practicum component and culminates in a DNP project with additional hours of practicum.

New program. The DNP Leader in Residence program at the Csomay Center is designed to encompass communication and relationship building, systems thinking, change management, transformation and innovation, knowledge of clinical principles in the community, professionalism, and business skills including financial, strategic, and human resource management. The program fully immerses students in the objectives of the DNP Health Systems: Administration/Executive Leadership curriculum and enables them to progressively demonstrate competencies outlined by AONL. The Leader in Residence program also includes career development coaching, reflective practice, and personal and professional accountability. The program is integrated throughout the entire duration of the Leader in Residence’s coursework, fulfilling the required practicum hours for both the DNP coursework and DNP project.

The DNP Leader in Residence program begins with the first semester of practicum being focused on completing an onboarding process to the Center including understanding the center's strategic plan, mission, vision, and history. Onboarding for the Leader in Residence provides access to all relevant Center information and resources and integration into the leadership team, community partnerships, and other University of Iowa College of Nursing Centers associated with the Csomay Center. During this first semester, observation and identification of the Csomay Center Director's various roles including being a leader, manager, innovator, socializer, and mentor is facilitated. In collaboration with the Center Director (a faculty position) and Center Coordinator (a staff position), specific competencies to be measured and mastered along with learning opportunities desired throughout the program are established to ensure a well-planned and thorough immersion experience.

Following the initial semester of practicum, the Leader in Residence has weekly check-ins with the Center Director and Center Coordinator to continue to identify learning opportunities and progression through executive leadership competencies to enrich the experience. The Leader in Residence also undertakes an administrative project for the Center this semester, while concurrently continuing observations of the Center Director's activities in local, regional, and national executive leadership settings. The student has ongoing participation and advancement in executive leadership roles and activities throughout the practicum, creating a well-prepared future nurse executive leader.

After completing practicum hours related to the Health Systems: Administration/Executive Leadership coursework, the Leader in Residence engages in dedicated residency hours to continue to experience domains within nursing leadership competencies like communication, professionalism, and relationship building. During residency hours, time is spent with the completion of a small quality improvement project for the Csomay Center, along with any other administrative projects identified by the Center Director and Center Coordinator. The Leader in Residence is fully integrated into the Csomay Center's Leadership Team during this phase, assisting the Center Coordinator in creating agendas and leading meetings. Additional participation includes active involvement in community engagement activities and presenting at or attending a national conference as a representative of the Csomay Center. The Leader in Residence must mentor a master’s in nursing student during the final year of the DNP Residency.

Implementation of the DNP Leader in Residence Program

PDSA Cycle: Do

Immersive experience. In this case study, the DNP Leader in Residence was fully immersed in a wide range of center activities, providing valuable opportunities to engage in administrative projects and observe executive leadership roles and skills during practicum hours spent at the Csomay Center. Throughout the program, the Leader in Residence observed and learned from multidisciplinary leaders at the national, regional, and university levels who engaged with the Center. By shadowing the Csomay Center Director, the Leader in Residence had the opportunity to observe executive leadership objectives such as fostering innovation, facilitating multidisciplinary collaboration, and nurturing meaningful relationships. The immersive experience within the center’s activities also allowed the Leader in Residence to gain a deep understanding of crucial facets such as philanthropy and community engagement. Active involvement in administrative processes such as strategic planning, budgeting, human resources management, and the development of standard operating procedures provided valuable exposure to strategies that are needed to be an effective nurse leader in the future.

Active participation. The DNP Leader in Residence also played a key role in advancing specific actions outlined in the center's strategic plan during the program including: 1) the creation of a membership structure for the Csomay Center and 2) successfully completing a state Board of Regents application for official recognition as a distinguished center. The Csomay Center sponsored membership for the Leader in Residence in the Midwest Nurse Research Society (MNRS), which opened doors to attend the annual MNRS conference and engage with regional nursing leadership, while fostering socialization, promotion of the Csomay Center and Leader in Residence program, and observation of current nursing research. Furthermore, the Leader in Residence participated in the strategic planning committee and engagement subcommittee for MNRS, collaborating directly with the MNRS president. Additional active participation by the Leader in Residence included attendance in planning sessions and completion of the annual report for GeriatricPain.org , an initiative falling under the umbrella of the Csomay Center. Finally, the Leader in Residence was involved in archiving research and curriculum for distinguished nursing leader and researcher, Dr. Kitty Buckwalter, for the Benjamin Rose Institute on Aging, the University of Pennsylvania Barbara Bates Center for the Study of the History of Nursing, and the University of Iowa library archives.

Suggested Evaluation Strategies of the DNP Leader in Residence Program

PDSA Cycle: Study

Assessment and benchmarking. To effectively assess the outcomes and success of the DNP Leader in Residence Program, a comprehensive evaluation framework should be used throughout the program. Key measures should include the collection and review of executive leadership opportunities experienced, leadership roles observed, and competencies mastered. The Leader in Residence is responsible for maintaining detailed logs of their participation in center activities and initiatives on a semester basis. These logs serve to track the progression of mastery of AONL competencies by benchmarking activities and identifying areas for future growth for the Leader in Residence.

Evaluation. In addition to assessment and benchmarking, evaluations need to be completed by Csomay Center stakeholders (leadership, staff, and community partners involved) and the individual Leader in Residence both during and upon completion of the program. Feedback from stakeholders will identify the contributions made by the Leader in Residence and provide valuable insights into their growth. Self-reflection on experiences by the individual Leader in Residence throughout the program will serve as an important measure of personal successes and identify gaps in the program. Factors such as career advancement during the program, application of curriculum objectives in the workplace, and prospects for future career progression for the Leader in Residence should be considered as additional indicators of the success of the program.

The evaluation should also encompass a thorough review of the opportunities experienced during the residency, with the aim of identifying areas for potential expansion and enrichment of the DNP Leader in Residence program. By carefully examining the logs, reflecting on the acquired executive leadership competencies, and studying stakeholder evaluations, additional experiences and opportunities can be identified to further enhance the program's efficacy. The evaluation process should be utilized to identify specific executive leadership competencies that require further immersion and exploration throughout the program.

Future Innovation of DNP Leader in Residence Programs in Non-traditional Healthcare Settings

PDSA Cycle: Act

As subsequent residents complete the program and their experiences are thoroughly evaluated, it is essential to identify new opportunities for DNP Leader in Residence programs to be implemented in other non-health care system settings. When feasible, expansion into clinical healthcare settings, including long-term care and acute care environments, should be pursued. By leveraging the insights gained from previous Leaders in Residence and their respective experiences, the program can be refined to better align with desired outcomes and competencies. These expansions will broaden the scope and impact of the program and provide a wider array of experiences and challenges for future Leaders in Residency to navigate, enriching their development as dynamic nurse executive leaders within diverse healthcare landscapes.

This case study presented a comprehensive overview of the development and implementation of the DNP Leader in Residence program developed by the Barbara and Richard Csomay Center for Gerontological Excellence. The Leader in Residence program provided a transformative experience by integrating key curriculum objectives, competency-based learning, and mentorship by esteemed nursing leaders and researchers through successful integration into the Center. With ongoing innovation and application of the PDSA cycle, the DNP Leader in Residence program presented in this case study holds immense potential to help better prepare 21 st century nurse leaders capable of driving positive change within complex healthcare systems.

Acknowledgements

         The author would like to express gratitude to the Barbara and Richard Csomay Center for Gerontological Excellence for the fostering environment to provide an immersion experience and the ongoing support for development of the DNP Leader in Residence program. This research did not receive any specific grant from funding agencies in the public, commercial, or not-for-profit sectors.

  • American Association of Colleges of Nursing. The essentials: core competencies for professional nursing education. https://www.aacnnursing.org/Portals/42/AcademicNursing/pdf/Essentials-2021.pdf . Accessed June 26, 2023.
  • American Organization for Nursing Leadership. Nurse leader core competencies. https://www.aonl.org/resources/nurse-leader-competencies . Accessed July 10, 2023.
  • Warshawsky, N, Cramer, E. Describing nurse manager role preparation and competency: findings from a national study. J Nurs Adm . 2019;49(5):249-255. DOI:  10.1097/NNA.0000000000000746
  • Van Diggel, C, Burgess, A, Roberts, C, Mellis, C. Leadership in healthcare education. BMC Med. Educ . 2020;20(465). doi: 10.1186/s12909-020-02288-x
  • Institute for Healthcare Improvement. Plan-do-study-act (PDSA) worksheet. https://www.ihi.org/resources/Pages/Tools/PlanDoStudyActWorksheet.aspx . Accessed July 4, 2023.
  • Taylor, M, McNicolas, C, Nicolay, C, Darzi, A, Bell, D, Reed, J. Systemic review of the application of the plan-do-study-act method to improve quality in healthcare. BMJ Quality & Safety. 2014:23:290-298. doi: 10.1136/bmjqs-2013-002703

Return to College of Nursing Winter 23/24 Newsletter

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