Running Head Internal and External Communication 1

Internal and External Persuasive Communication Best Games Solution Memo Robbin Suter University of phoenix COM/537 organizational Communications July 8, 2013 Walter Goodwyn

Running Head Internal and External Communication 2 Best Games Production Address Phone Number

To: From: Date: Subject: Quality of Game and Delay in Launch of Product GX-567 The team knows that we have recently developed a game that was sent to the quality assurance team to be reviewed and analyzed from fictional and esthetic perspective. Therefore in last week the Product GX-567 is reviewed by the quality assurance team and is found to have some quality concerns that need to be fixed before we launch it. We are lucky to have identified the problem which would have otherwise been identified by people outside organization and would have been a cost to our reputation. A major challenge is to keep the sequel of the game quality product and to maintain the market. Customers value these game products and a delay may lose the trust and loyalty of customers thus causing a loss of company in market share. On the other hand, an in time release may lead to a product that lacks in quality. Now the company needs to solve the problem in such a way so that the loss is avoided. Quality Concern Quality Assurance is about all the processes and procedures that thoroughly watch different features of a service, process or facility to spot, correct and guarantee that quality standards are being met. Quality is not only a major concern for all the technology production organizations generally but is also a major focus of Best Games Production. A question mark on our products would lead assumptions like questionable functionality of games, inability to fulfill our promises, internal conflicts and slowed down development process. To shed these assumptions and stop them from arising again, the quality issues mentioned in the report must be fully understood and resolved.

Running Head Internal and External Communication 3 Report of the QA Team The quality assurance team has identified a quality issue and has reported that the functionality of game may be affected at some level due to this issue. The issue may take a week or two to be resolved. This will delay the planned launch of the game but will ensure that the game is not faulty from development point of view. The team also recommended not to launch the product earlier without removing the flaws since the competitors may resolve the issue and launch the product to customers which will be a near to disaster for us since the efforts of development, marketing and public relations teams will be put to vain. What needs to be done? It is very critical time for all the departments since we were about to launch the product. Teams are high on spirit and are waiting to get the game in hands of customers. Since this seems not possible for other two weeks, the first thing needed of all the teams is to stay patient and keep the morale up. This is especially needed from the development team because a decrease in morale may pose hindrances in increasing and maintaining the quality of the game. Besides making quality a focus, the team is also required to maintain a continuous communication among team members and keep consulting the quality assurance team. This will help in completing the task in time and avoiding any further delays. Time Concern Timing is almost everything in the competitive business world we live in and majority of times the timing of a launch means all the difference in the market. This can give a competitive edge and first mover advantage to the company. Also the firm can skim profits before other players enter and offer the same or related games. Since we have a lot of speedy and efficient competitors in the market, this can be very critical to us. Communication The communication among the team members and the other teams is very crucial at this time. This will help to keep all the members updated. All the team members should communicated daily with other developers and also you must communicate with the quality assurance team twice a week and will public relations team once a week. It should be noted that the communication should be simpler and quick it must not confuse any party but only update all on the picture of progress.

Running Head Internal and External Communication 4 The team members may communicate face-to-face but it is recommended to send at least one email daily to the developers and to send one email weekly to other team members or heads of the team. Role of Public Relations Department The public relations department has been involved since long in updating external stakeholders about the launch of the product. It is therefore recommended that the frequent communication is maintained with the PR department to keep them posted about what is the progress of product development and quality improvement. This will help create a strong base for effective launch of the game. Since quality assurance is a way to guarantee our clients and customers that they receive games and software that does not only meet their functional and esthetic needs and expectations but also exceeds them. Quality assurance may not be important for firms that do not have enough competition but for us it is like a matter of life and death of organization. Where quality is a tool to develop customer loyalty and faith, we may lose the strong customer base if we are unable to be in time and quality game producers. The credibility of Best Games Production currently depends on the performance of the developers and we believe the team will give its best performance ever. Please acknowledge after reading the memo and send an email to confirm attending the meeting today at 14:00 hrs. All the developers are required to participate and are encouraged to prepare the notes for meeting and the points that need to be discussed. Also the team members can have a meeting with other developers before coming to the meeting at 14:00 hrs so that they have a better idea of what to discuss and what to do in coming days.

Press Release

Running Head Internal and External Communication 5 Contact: Telephone: Cell Phone: E-mail: RELAESING GAME GX-567 IN COMING MONTH The original date announced is delayed The Best Games Production has announced the release of Game GX-567 by the end of this month. The game is however still under quality checks and will need a couple of weeks to pass the quality procedures to reach your hands and be able to get it running on your PCs and mobile phones. Best Games Production has always put quality on first. The processes and products follow our philosophy of quality. Our philosophy is flexible, interaction based and service-driven where the customers are kept in mind while developing as well as offering products. Best Games Production has a strong project methodology that is backed by higher quality managing processes. The quality schemes and processes are fundamentally customer centric. The management and development team directs its efforts to make sure that the product does not lag behind customer expectations in any aspect. The game currently developed and being checked for quality is one of our value based products that the customer will love to have and feel privileged to own. The quality process is ensuring that the product meets the customer needs in terms of game specifications, 3D effects and background sounds. The game is unique offering in terms of sound systems since the user can adjust the sounds of choice in every stage of the game. The game is made complete in terms of aesthetics and functionality. It is for this reason that the game is not launched in a hurry and before you install it on your gadgets, we make sure it is free of any functional and emotional flaws. Quality Products of Best Games Production Best Games Production has a strong based and history in online gaming. Since the company started function i.e. developing and marketing games a couple of years ago, we have won several awards and nominations for best game developers of the year. Our games GT-220

Running Head Internal and External Communication 6 was the first 3D game that could be customized using our special software offering. 99% of the games developed by Best Games Production are original and developed by the team of developers that are creative and motivated to bring new ideas into existence. We are dedicated more than ever before to serve you better in entertainment industry. Process improvement On the basis of operational experience, we conduct regular process and standards reviews in order to ensure even and efficient functionality of our services. We achieve unparalleled quality with the help of our clients and customers that provide frequent and valuable feedback to us. Not a single e-mail goes unconsidered at Best Games Production just to make sure we listen to when the customer is speaking about our product and services. Feedback from the employees is also welcomed since they are not only the developers and marketers only but are also the users and gamers. Besides e-mails and phone, the feedback from employees is also collected in general meetings on quality. The feedback and suggestions are then analyzed and taken action upon. Features of GX-567 The awaited game developed by Best Games Production, the GX-567 is unique in many aspects and is a product with many improved features of the preceding games. Mainly the game has following features: Simple to play and easy to understand Affordable prices that are relatively less than other 3D games in the market A full tutorial added to help user learn how to play this game. This feature is one step ahead of the instructions or demo feature of games. A bright yet stress releasing color scheme that can be adjusted in a range of colors and shades provided in options of the game

Running Head Internal and External Communication 7 Throughout the game, the player will be guided by a cartoon character to help the user what to do next. If the user does not need the help, the cartoon can be switched to silent mode so that it does not interrupt. The sound system of GX-567 is a unique and aspiring new feature. Each stage of the game has new set of background sounds that can be adjusted by the user according to choice. There are three different sets of sounds for each level or stage of the game. Despite the complex functionality of the game that increases with every level, the size of the game is kept small to enable it to be run on slow connections and downloaded on handheld devices. Intellectual Property Rights Issue Best Games Production has been offering a wide range of online and downloadable games since pretty good time. We are also facing the copyright issues. Intellectual property has an important role to play in the development industry especially the games and other application software that are easy to access and alter. Though Best Games Production has always tried to make strong copyrights and to encrypt codes as much as possible, the intellectual property rights are violated off and on. The customers and users should understanding the role of intellectual property in 21st century. It is strong belief of the management and team of the Best Games Productions that the copyrights and intellectual property issues cannot be fought well in absence of cooperation of policy makers and the customers that are the final users. Together with a strong customer base we can eradicate the copiers that violate the law and make entertainment an unlawful business. The customers are requested to buy only the original versions of games either form the distributers listed on the website or to directly download them from the website. It is hoped that the eager wait of the gamers for the fabulous and adventurous game GX-567 will end soon and they will have the thrilling experience of playing it soon. A little more wait and the exciting journey begins.

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Synopsis Introduction The report consists of a memo written to the developers that are internal stakeholders to the Best Games Production and a press release to the customers that are external stakeholders and are eager to get the game on their PCs. Clear and direct communication is used to communicate with the developers while masked and direct communication style is used for the press release. Background Best Games Production has recently faced a problem with the quality of a game. It is not unnatural to have a quality issue in development rather game program codes often need a change after a quality review. The issue this time is that the quality improvement may delay the launch of the game that could be frustrating for the internal stakeholders that have been working hard for the in time and quality launch and also despairing for the customers that can turn to come other games offered by the competitors. Memo and Press Release Goal A memo is written to the internal holders, developers specifically and a press release is written to the customers in order to keep them satisfied and informed about the delay and reasons behind it.

Running Head Internal and External Communication 9 Style of Communication Besides the content of memo and the press release, a major focus has been put on the tone and style of communication to the receivers of the message. The internal stakeholders can relate to the problems and opportunities the management has therefore they can be communicated directly and clearly so that only the intended receiver gets the message in form of the memo and so that the confusions regarding quality issues are cleared directly. The developers can be distracted by gossips and discussions of the marketing and public relations team. It is required to keep the team of developers focused on removing the flaws in the game despite there are rumors that there are some problems with the quality assurance department. Avoiding team conflicts is thus one focus of writing the memo. If the developers are doubtful about the report issued by the quality assurance department, they will feel restless and not motivated enough to improve the quality of the game. Therefore the memo is designed so to motivate developers and to let them know about the quality issues and requirements. The memo is intended to take developers on the board to solve the issue of quality and in time release of game. The customers, as the external stakeholders, can be distracted by rumors in the market about the quality issues with the games of Best Games Production. Customers need to be assured that the delay is linked to the quality checks and not the quality flaws. Meanwhile, the customers and clients are not mentioned in the press release rather the message is conveyed keeping the receiver masked though the intended receiver is the clients. In order to maintain the customer loyalty, a reference to the existing games of the company is given reminding the customers about the quality and service of the games developed and offered.

References

Running Head Internal and External Communication 10 Bornstein, G. and Gilula, Z., (2012), Between-Group Communication and Conflict Resolution in Assurance and Chicken Games, Summary, Retrieved from: http://jcr.sagepub.com/content/47/3/326.abstract? ijkey=eca91fd4fd78c3c68185fa8c248278e10d587312&keytype2=tf_ipsecsha Configuring communication between core groups that are in the same cell, Retrieved from: http://pic.dhe.ibm.com/infocenter/wasinfo/v7r0/topic/com.ibm.websphere.nd.doc/inf o/ae/ae/trun_ha_cg1.html Daniel, D., (2012), 6 Secrets of a Winning Product Launch, Retrieved from: http://www.pragmaticmarketing.com/resources/6-Secrets-of-a-Winning-Product-Launch Chen, J., (2009), The Impact of Aesthetics on Attitudes Towards Websites, Retrieved from: http://www.usability.gov/articles/news.html Process Philosophy, Internet Encyclopedia of Philosophy, Retrieved from: http://www.iep.utm.edu/processp/ Quality and Development Process, Retrieved from: http://www.etisbew.com/presentation-brochures/quality-development-processes.pdf Flechais, I and Sasse, M. A., (2001), Stakeholder Involvement, Motivation, Responsibility, Communication: How to Design Usable Security in e-Science, Retrieved from: http://discovery.ucl.ac.uk/20279/2/ijhcssubmitted.pdf Gustavsson, S. and Lundgren, E., (2005), Customer Loyalty, Lulea University of Technology, Retrieved from: http://pure.ltu.se/portal/files/30965579/LTU-SHU-EX-05184-SE.pdf Nickel, C., Sander, T. and Bramhall, P., (2008), The Driving Motivations of Stakeholders in the Delivery of Privacy by Enterprises, Hewlett-Packard Development Company, L.P., Retrieved from: http://www.hpl.hp.com/techreports/2008/HPL-2008-153.pdf

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Turnitin Originality Report

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Internal and External Persuasive Communicatio... By Robbin Suter

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