Course
Digital communication in service organizations (BDS110)
The usage of digital communication channels has risen tremendously over the years to become a deciding factor in creating customer experience and business growth. Digitalization has transformed the role of both customer and organizational communication. Innovative communication technology, enhanced access to information, and increased possibilities to engage internal and external stakeholders through social media provide new communication opportunities for organizations. Customers are connecting through a continuously increasing number of digital communication channels. They are also communicating with each other on channels like messenger apps, texting, SMS, webchat, and more, discussing the services that organizations provide. Utilization these digital communication channels is one of the key strategies to help improve end-user and employee satisfaction. Furthermore, applying these channels into innovative use cases, like self-service and automation of repetitive tasks, can further improve satisfaction for both end-users and employees.
Dette er emnebeskrivelsen for studieåret 2023-2024
Semesters
Fakta
Emnekode
BDS110
Vekting (stp)
10
Semester undervisningsstart
Autumn
Undervisningsspråk
English, Norwegian
Antall semestre
1
Vurderingssemester
Autumn
Content
Learning outcome
Knowledge
The candidates will
a. Have knowledge how communication is an integrated part of digital service management.
b. Has knowledge and understanding of basic principles and models of internal and external organizational communication through digital channels.
c. have knowledge of central theories and discourses associated with digital communication/media and stakeholder relations.
d. have knowledge of how digital communication solutions can be integrated into organizational policies and strategies.
e. have knowledge of the role of digital media in relation to technological practices, change processes, power and dialogue in organizations.
f. Have knowledge and practical insights into how to address the new Corporate Communications challenges are coming as a part of the general digital transformation in society and business.
Skills
The candidates will
a. be able to apply acquired knowledge to plan and implement digital communication strategies in an
organizational context.
b. Be able to evaluate the effectiveness of digital and and traditional communication channels.
c. be able to apply analytical and conceptual tools in order to manage and reflect over the role of digital media in communication, dialogue and relations with internal and external stakeholders.
d. be able to apply knowledge of transformational processes in planning digital change processes in organizations.
e. Be able to recognize central principles of planning and implementing effective internal and external digital communication in an organization and with customers, and is able to apply these in order to communicate more effectively in a service and organizational context.
General competences
The candidates will
a. be able to reflect around ethical perspectives related to digital communication in organizational and service contexts.
b. Be able to reflect around and apply digital communication as a success factor of an excellent Customer Experience
c. be able to apply course theories and perspectives in new areas and situations related to digital communication and dialogue with employees, customers and other stakeholders.
d. be able to communicate and engage in discourses about research-based theories and analyses in the area of digital communication and stakeholder relations.
