Analysis of messages sent today in the business world is done by the basic communication model. This model shows the flow of the messages involved. The model includes the sender, receiver, the message, the environment, technology used, noise and feedback (Roebuck, 2006). This type of analysis is used for the purpose of if the message was interpreted correctly and to see if another form of technology could have been used for the tone of the message. Message One
Message number one is a debt collection letter. The letter was intended for the customer to understand that he or she owes a debt and the letter is intent to collect on this debt. Using the communication model the message purpose was to collect on a debt, the sender was a law firm that the original company sold the account to, the message itself states very clearly who they are, with a logo at the top stating where they are located and a number where they can be reached. The message also states who the original debtor was and what steps will be taken to resolve this debt or court action will be required. The environment in which this message was sent was from a company’s office, typed on a computer or type writer and sent through the United States Postal Service to the customer’s residential home. The letter was opened in a home environment with limited interaction or interference from other people. The technology that was used to relay this message was typed with a computer using word processing software and sent through door to door mail service. The interception of the letter was limited. The only interference was the mail carrier. Feedback to this letter was done by fax stating that no payment arrangements can be made at this time due to financial difficulties. Message Two
Message two was a communication that was communicated from one business to another explaining the change in management. The purpose of the communication was to inform the tenant of a rental building that management was changing. The sender was the former leasing consultant. The receiver was the manager of the company renting the building that the leasing consultant company owned. The message was sent on company stationary stating the change of management with the new managers name and contact information. The environment in which the message was sent was from a professional building to another professional building. The technology used to communicate this message was through email. No noise happened in between transmission of the communication. Feedback sent was confirming the management change and informing the sender that the message should have been sent to so and so and contact information was listed. Message Three
Communication three was a professional financial institute informing a customer that there was a change in his or her mortgage status. The purpose of the communication was to inform the consumer that his or her mortgage was bought from the old mortgagee and that company was the new mortgagee. The sender was a financial institute. The receiver was a consumer who has a mortgage on the house he or she is living in. The message was communicated by a professional customer service representative. The customer service representative stated his or her name and the company they worked for. The representative stated the reason of the communication and the contact information the representative can be reached. The environment the communication was sent was unknown, but the communication went to a residential environment. The technology used to communicate was voice mail. No inference happened in delivering the communication. Feedback to this communication was a call back to the financial institute asking questions regarding to the account and making payment arrangements. Appropriateness of the Messages
Message one and two used the appropriate technology. In message one using a letter as a way to communicate an attempt to collect on a debt is appropriate because the company has a paper trail to fall back in proving that the debtor attempting to reach out the consumer. In message two using email is the most appropriate way to communicate a management change because email is instant and a change like that requires immediate attention in informing the right heads of department that a change has been made. In message three using voice mail to inform a consumer that he or she need to call a financial institution is not the most affect way. A consumer may have more than one account that are delinquent and not knowing which account a financial institute is calling about can be left unattended to and could result in foreclosure. The best way to communication a change in mortgagees would be through a professional letter stating the purpose of the letter and contact information for the consumer to call back. Response to Debt Collection Letter
An example of a response to a collect letter would be:
To whom it may concern:
This letter is confirming that the letter was received about the credit card debt. At this time I can not make any payment arrangements due to financial difficulties. There was a recent decrease in income in the household and keeping up with other bills come first before this debt. I don’t foresee any payment arrangements being made in the near future.
(Insert Name Here) Feedback to Response Letter
The technology used to communicate the feedback was by fax machine. This is an appropriate way to respond to the debt collection letter because it gives the consumer a copy and confirmation that the fax was received. Fax is appropriate for the company collecting on the debt because an immediate response was made. The content of the response letter was right to the point and was very clear on why no payment arrangements can be made and the letter also informs the collector that no future payments can be made.
Using the communication model as a way to interpret how messages are sent and receive can help businesses in finding new and faster way to relay messages. Not having confusion of tone or what the message is requiring will help the business to continue to provide fast and clear service or products to the consumer. Confusion stalls progress of production and confusion is also a way to lose business.
Roebuck, Deborah 2006. Improving Business Communication Skills, e4, Appendix A