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Communicating complex technical information in virtual teams of a multicultural global organization

Moksén, Heidi (2014)

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Heidi_Moksen.pdf (1.666Mt)
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Moksén, Heidi
Haaga-Helia ammattikorkeakoulu
2014
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201605178169
Tiivistelmä
Variant communication is used in the case organization to refer to information and interaction related to variant creation, meaning the customization of the mobile phones according to network operator’s or country’s specific requirements. Variant communication is a process of communicating complex technical messages through electronic communication channels to a multicultural audience.
In this thesis the aim is to get a comprehensive understanding how the intercultural, virtual and technical aspects of the communication create challenges in this unique environment and how the communication can be improved despite these different elements and challenges.
The thesis begins with the introduction of variant communication and the Customization Sales Support team, the team responsible for variant communication. The objectives of this thesis as well as the research questions are outlined. After explaining the action research method process in this thesis and the semi-structured interviews conducted during April 2014, the literature review introduces the intercultural and technical communication along with theories about communication in virtual environments.
The main challenges of intercultural variant communication are caused by the amount of information and fast changing nature of the communication along with intercultural challenges of different locations and cultural differences in the interpretation of communication. Complex technical information should be communicated using a controlled language such as Simplified Technical English in order to be effective, culture free and culture fair. The strengths of variant communication include the team strengths (team’s service-minded attitude, trust, team spirit, diversity, ambition for continuous development and most of all the team’s ability to understand the “big picture”), established communication channels and the team’s unique position between the customers and the company’s research and development teams, which enables the team to give valuable information to the both sides.
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