Reimagining Customer Experience - Free Essay Example

Sample details Pages: 3 Words: 847 Downloads: 1 Date added: 2018/12/15 Category Business Essay Type Persuasive essay Level High school Tags: Customer Service Essay Did you like this example? Customers should be treated differently according to their needs, and the storekeepers should ensure that they understand their customer and satisfactorily offer them services. For the stores to be able to serve their customers efficiently, they should observe diversity in their workforce. The company should observe the employment of individual from diverse social groups such as different ethnic groups and nations, disabled groups, different age, and gender. Don’t waste time! Our writers will create an original "Reimagining Customer Experience" essay for you Create order Customers needs and expectations should be treated differently with respect and attention which would impact in the creation of good rapport with them increase their satisfaction and diverse retail customers. From my visit to American Eagle Outfits retail store, I saw people of different color come for their shopping. The store provided both men and women wears. Upon entering the store, a black woman wearing the coat labeled with the name of the store came to where I was and welcomed me. I walked around the store and noticed that every corner of the store, a person was standing ready to offer help to their clients. These employees kept on checking out their customers who needed help in their purchase choice. They were very social and interacted with their customers. The experience with the storekeepers was a nice one. When I started walking out of the store, one of the service people came to me and wanted to know whether I was served, and I was able to explain to him. The experien ce made me feel a part of the store and left me willing to visit the place again and again in future. There were both black and white customers and thus felt comfortable and satisfied with the services offered there because they provided the products needed by both genders offering a variety of choices. The store gave an offer to their customers by lowering the prices of particular types of clothes. The offer was directed to their customers where they had posted the information on their Facebook page. Also, customers who bought goods worth a certain amount of money were given a gift for appreciation. I testified most of the customers were gifted with the different types of gifts for their loyalty. From my observation, I noticed that the workforce consisted of diverse individuals who are very welcoming and willing to offer the services to their customers. The experience felt very accommodating to me. American eagle Outfit: https://www.facebook.com/americaneagle describes services ava ilable at the store and offers for their customers. Secondly, when I visited Wells Fargo Bank the experience to me felt that the services were sufficient for accommodating people from diverse groups. My experience in that bank was satisfactory. Being lame did not feel like a disadvantage to me since my first experience with the security felt accommodating. Upon entering, I had not to go upstairs to receive the services I needed and was served from the ground. The bank already provides the service person who directs the customers to their respective place of receiving services. Also, the pattern of offering the services is very organized where every customer is offered with service card containing the number which would be called upon to the place of services. The numbers are given to customers and assigned according to the time they came in, therefore, following a smooth flow without confusion among their customers. Also, the workforce is very organized, and each desk has an empl oyee offering specific banking services. Each desk has been assigned work and is labeled for easy identification of services being offered. It is easy for the customers to locate their needed services thus accessing the service provider easily. Moreover, I noticed that the workforce in that bank provided diverse workforce who represented both the black people and whites. That motivates customers from diverse groups upon seeing that they are being represented. From my point of view, I would say that the store and bank have a good management system and workforce which caters to all services needed for their customers. They have observed diversity which represents their customers expectations. The store should consider employing more men as storekeepers where I noticed that most of the employees are ladies. Also, they should it should improve their stock to provide for all kind of wears from formal wears, casuals, and sportswear. That way, they will retain their customers who wil l feel that everything is catered. The bank should consider advising their customers on small business retails by organizing customers program training. Also, they should equip their customers with up-to-date information about their changing services with the technological changes. Customers are the most important people in business, and without them, a business cannot run. Therefore, the organizations need to treat their customers differently by understanding the expectations and needs of every customer. The organizations should change their roles from product services to customer-oriented services to provide their customers with good experience in services being offered. Works cited Retrieved fromhttps://play.google.com/store/apps/details?id=com.wf.wellsfargomobilehl=en 2017 Retrieved fromhttps://www.facebook.com/americaneagle 2017

Enlightenment And The Enlightenment Movement In The 18th...

Enlightenment is a concept that promoted individual rational logic and thinking as more valuable than traditional. The enlightenment thinkers rejected the old assumption about everything and committed to things that could be demonstrated through scientific experimentation. They are loosely organized intellectual movement, egalitarian, liberal, rationalist, secular, and impartial in both values and outlook. In the longer term standpoint, the enlightenment can be taken to the last phase of the cumulative process by which the intellectual life and the European thought was modernized in the course of the early modern period. The enlighten period had and a significant impact on the way people think a fact that changes various things about†¦show more content†¦In effect, the level of competition developed among the new and old rich. The more varied and extensive thinking in the new age of reason set the composers free from the previous convention and emboldened to innovate wi th new rhythms, new harmonies and new forms that were unrelated to the outmoded dance movement. The increasing discussion on the enlightenment revolution created a market for the critical commentary. The critics dared and prompted the performers and composers to greater accomplishment. The private and public concerts provided the composers and musicians with new methods that supplemented their income. In the midcentury, the magazines devoted to music began to appear. A great repertoire was composed for the amateur musicians to be performed at homes. Different musical styles coexisted including the new styles and Baroque styles. The contemporary critics developed certain values: music should be immediately pleasing and natural, music should appeal to tastes, the language of the music should be international, the melodies should contain simple accompaniments and short phrases and the composer ought to avoid contrapuntal complexity. Enlightenment revolution played significant play in music because famous musicians like Handel and Mozart could be creative without suppressed by church. Also during Enlightenment era, the economy and the middle class expanded,Show MoreRelatedThe Feminist Movement Of The 18th Century Enlightenment Movement1417 Words   |  6 Pagesof the community-based society saw their values being displaced and those who fought for the self-centric changes they felt were necessary and right clashed over differing values. 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In his 1784 essay entitled: â€Å"Answering the Question: What is Enlightenment?†, Immanuel Kant (1959) described the Enlightenment as ‘‘man’s release from his self-incurred tutelage. Tutelage is man’s inability to make useRead MoreEuropean Exploration : The Age Of Discovery1128 Words   |  5 PagesEuropean states decided to partake in global explorations in the early fifteenth century. By doing so, this opened up a new chapter in world history, known as the Age of Discovery. 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My Cross-Cultural Experiences Free Essays

1. First cross-cultural experiences that I have had in my life * The first culture clash I had was on my first trip to Germany. It was when my friend and me went on a ski trip with our school. We will write a custom essay sample on My Cross-Cultural Experiences or any similar topic only for you Order Now We arrived a town called Innsbruck where we stayed at a hotel. I got very surprised when I first got there, the first thing I recognized was the houses they lived in, they all had names on their houses. It was painted on their front wall. This didn’t make any sense for me but I was told that it was because some of the houses where family houses. And that they rented out rooms. At the same day when we went for dinner at our hotel we got served 4 meals. We first got soup, then salad, the main meal and dessert. This didn’t make any sense for me, because back home I was not used to get 4 meals at a restaurant. That night I went to take a shower but I couldn’t figure out how to turn on the water in the shower. There were three knobs above the tub, so I assumed that they were for hot, warm, and cold water. I twisted the â€Å"warm† knob, but no water came out. Then I tried the two others, and I did get some water, but it was either too cold or too warm. I was too embarrassed to ask anyone for help with such a simple thing, so after making several unsuccessful attempts, I gave up. I had a cold bath instead. 2. Second cross-cultural experiences that I have had in my life – The second experience I had was when I first visited the United States. When I first arrived Westminster College I was so excited and scared at the same time. I have never lived in a community called â€Å"dorms† before and I was not sure how it would work and I had no clue how my roommates would be. The first thing I recognized was how much they talked and their conversation was at a very loud level. The next day I recognized how nice the people were, they smiled and they even said hi to me. I got shocked when people even hold the door open when I was far away they would stand there and wait for me. When we went out for dinner that night I was also surprised when I ordered a coke, when I finished the coke the waitress came out with another one I got confused and told her that it has to be a misunderstanding because I didn’t ordered another one. She told me that it was free refuel. I felt kind of stupid, and my roommates started laughing at me because they thought it was funny. I told my roommates that in Norway we have to pay for the refuel and after that they taught me more about their culture so I could be more able to adapt to their culture. How to cite My Cross-Cultural Experiences, Papers

Research Proposal about Instant Message Replace E-Mail in the Future

Questions: Can Instant Message Replace E-Mail in The Future? Can Instant Message be a Primary Source of Internal Communication? How this Instant Message System will Work? What Cost would be? Answers: 1. Introduction Advancement of information and communication technology significantly contributed in enhancing the pace as well as efficiency of the communication procedure. E-mail has been considered to be a revolutionary innovation that enabled individual in sending messages via electronic medium anywhere in the world. Instant messaging is a type of online chat that helps in offsetting the real time text transmission with the aid of internet. Instant messaging facilitates transmission of short messages in both the directions (Flynn, 2004). Lately, instant messaging also provides the opportunity to share text files, audio files, videos etc. In todays dynamic business environment, instant messaging platforms are widely utilized in order to support effective communication (Stafford, 2008). E-mail, instant messaging and other new communication tools have been replacing the traditional mode of communication (Junco and Cotten, 2011). Now the major question that arises in this context is, whether the use of instant messaging will collapse the e-mail? This research study will focus on the analyzing the future of instant messaging and its cost. 2. Research Objectives Research objectives will focus on describing the major goals of the research study. The research objectives of this paper are discussed below: To scrutinize the efficiency of the instant messaging and its effectiveness among users. To assess the potential of instant message to replace mail To assess the role of instant messaging in context of internal communication. To estimate the cost associated with the adoption of instant messaging 3. Research Questions Research questions are focusing on identification of the major areas of research. Answering theses questions will facilitate achievement of research objectives (Ketchen and Bergh, 2004): What is the role of instant messaging for enhancing the internal communication? Whether instant messaging has the potential to replace e-mail? What is the cost associated for utilizing instant messaging? 4. Literature Review Emergence of Instant Messaging: Effective communication is an essential aspect of business. In the electronic age, the mode of communication has been evolving with the aim to enhance its effectives. Presently, human being has been found to be extensive reliant upon technology (Flynn, 2004). Hence, it has been found that since the last decade web technologies are the determinant factor for various human activities. E-mail has received significant popularity due to its convenience as well as effectiveness. Emergence of e-mal rapidly replaced the traditional mode of communication in the business sector along with personal life. Instant messaging was emerged in 1996 which allowed its client to facilitate an interactive real communication in real time. In order to use instant messaging, both the people must have the same instant messaging software (Junco and Cotten, 2011). This type of communication is referred as chat. Instant messaging has been found to be major help for the internet users for sending messages, images and videos. Presently, different instant messaging software is offering video calls and chats. The new communication tool has received significant popularity over the years. Apart from social interaction, instant messaging has been widely used in business communication which contributed in facilitating real time conversation from anywhere, anytime. Benefits of Instant Messaging in Workplace: Instant messaging has been integrating in the communication system of workplace due to its effectiveness. It is evident that various business organizations have identified the importance of integrating instant messaging into the business procedure along with appropriate policy (Pascal, 2003). Business firms have recognized that the instant messaging significantly helps in ensuring high return on investment if the right technology and policy is implemented. The success of the management of a business has a strong positive correlation with effective communication. Presently, instant messaging software platforms are widely utilized by various business organizations (Ou et al., 2010). As the business focuses on embracing instant messaging in the workplace, the traditional form of communication has been almost obsolete. Instant messaging is real time and also can be recorded. It can help in conduction a small conference at the own desk of the employees from different locations (Uskov and Uskov, 2004). This section will focus on identification of various advantages of instant messaging: Group chat: Instant messaging helps in initiating a formal or informal group chat. In an organization, group chat is important for enhancing cohesiveness and knowledge transmission (Krause, 2008). Interaction between team members from off-site locations: Instant messaging uses web technology for transmission of message in real time. Presently, the wave of globalization has facilitated the global business integration. It has been found that the team members are often located in a distant place. Hence, interaction between the team members becomes easier with the aid of instant messaging (Ou et al., 2010). Enhances Effectiveness and Saves Time: Instant messaging helps in providing a real time conversation. It significantly contributes in enhancing the effectiveness of communication. It is also evident that it saves time which adds positive value to the business (Pascal, 2003). Convenient and Cost Saving: Instant messaging service only requires internet connection which is available in every workplace. Hence, it can be stated that the instant messaging offers high level of convenience. Additionally, it helps in saving cost of communication (Stafford, 2008). These are the major benefits of instant messaging recognized by the business organizations (Quan-Haase, 2008). Security Issues Related to Instant Messaging: Though instant messaging has huge potential for enhancing the effectiveness of communication, it has few risks. These risks are majorly responsible for development of threats and thus it leads to creation of potential security risk (Cooper and Johnson, 2014). First of all, instant messaging uses public network and it utilizes the server of the instant messaging provider. These servers are not secured by firewall. On the other hand instant messaging in the private network can be secured by firewall (Leavitt, 2005). Additionally, it has been found that the sensitive information which is exchanged through instant messaging is frequently stored in the unsecured network. As the public network is protected with firewall, anyone can access the private conversation in IM (Paulson, 2002). In case of e-mails filters are used and the corporate network of various organizations installs antivirus software which protects the users form virus. The attachments sent via instant messaging cannot be checked for viruses. Hence, there is significant vulnerability associated with the instant messaging system. Lack of encryption on the public instant messaging network implies that the confidential messages send via instant messaging can be accessed by other people (Stone and Merrion, 2004). Additionally, communication via instant messaging system cannot be monitored for maintain the corporate security (Quan-Haase, 2008). 5. Research Methodology Research methodology refers to the pathway which is followed for underrating the research activities. The research methodology assists in depiction of the overall concept of the important elements associated with the research study (Jha, 2008). Basically, the research methodology helps in providing a comprehensive approach which ultimately develops a blueprint of the mechanism and steps for carrying out the research study in an efficient manner. Adoption of the most suitable approach will help in successful achievement of the research objectives. In order to assess the potential of instant messaging in replacing e-mail and its cost along with its role in the internal communication system, it is essential to adopt a suitable methodology that helps in answering the research questions (Ketchen and Bergh, 2004). 5.1. Research Philosophy: Post Positivism Research philosophy is the considered to be first layer of the conceptual replica, i.e. research onion. Hence, it can be stated that the other steps of the research study is significantly reliant upon the research philosophy. There are various research philosophy and theories which are adopted by academic researchers. Post positivism is one of the most important theories which reject the idea of positivism (Jha, 2008). Post positivism theory focuses on integration of the wide variety of theories with the observation (Johnson, Onwuegbuzie and Turner, 2007). In this paper, the study will focus on the potential of instant messaging in replacing the e-mail in future and its cost along with its role in the internal communication. Hence, post positivism theory will appropriate in this case. 5.2. Research Approach: Deductive Research approach is the next layer of the research philosophy. There are various research approaches considered by the researchers such as inductive and deductive approach. The researcher needs to choose the best approach in order to ensure successful achievement of the research objectives. It has been found that, in case of inductive approach, the researcher needs to collect all the relevant data and therefore, needs to assess the observations and findings of the research which can be also analyzed so that new theoretical framework can be developed along with recommendations (Ketchen and Bergh, 2004). Again, deductive approach emphasizes on analysis of the established theories and studies. In this approach, hypothesis is set and therefore tested to indentify whether the hypothesis is possible or not. In this paper, deductive approach will be appropriate for this study. Hence, hypothesis will be set for identifying whether instant messaging has the capacity to replace e-mail. 5.3. Research Design: Descriptive Research design is considered to be an important aspect of research methodology. It has been found that the research design significantly assists the researchers through establishment of the framework which helps in carrying out the study (Johnson, Onwuegbuzie and Turner, 2007). The research design focuses on correlating the direction of the study with the predefined research objectives. It is important to choose the most appropriate research design in order to ensure the achievement of the research objectives which is revolving around analysis of the future position of instant messaging. There are three common research approaches adopted by the researchers such as exploratory, explanatory and descriptive. For undertaking this study, it has been identified that descriptive research design will be appropriate. It will assist the researcher in maintaining the superiority of the study. Descriptive approach will focus on discussing the findings in relations to the potential of the instan t messaging in future. 5.4. Data Collection Process In order to carry out a research study successfully, relevant data must be collected from authentic sources. The data analysis and conclusion is extensively dependent upon the collected data. Hence, the researcher needs to be careful in selection of roper resources for collection. In this research study, both primary and secondary data will be collected. In this section, data collection procedure for both types of data will be discussed (Lodico, Spaulding and Voegtle, 2006). 5.4.1. Primary data collection In order to draw primary data survey and interview can be conducted. First of all, few organizations can be chosen and the users of the instant messaging can be asked to participate in the survey. For undertaking the survey a close ended questionnaire will be developed. It will significantly help to get an insight regarding the importance and potential of instant messaging in internal communication. Additionally, the senior managers of the respective organizations can be interviewed in order to understand their perspective regarding the instant messaging. The questions for the senior managers will be open ended. 5.4.2. Secondary data collection Secondary data refers to the information which has is available form the past studies, established theories etc. Hence, for collecting secondary data, the researcher can use books, peer reviewed journal articles, magazine articles, trusted websites and research papers or conference proceedings (Mayoh and Onwuegbuzie, 2013). 5.5. Sampling Techniques Sampling technique refers to the selection of the respondents for collecting data. In this paper, simple random sampling technique will be appropriate for this study (Lodico, Spaulding and Voegtle, 2006). Hence, there will no bias in selecting the senior managers for interview and employees of the organization for participating in the survey. 5.6. Sample Size Sample size refers to the number of respondents chosen for the study. It has been observed that simple random sampling technique has been adopted for this study. Hence, it is better to choose large number of maple for minimizing error. Hence, 65 employees using instant messaging will be surveyed (Gorard and Taylor, 2004). Additionally, 10 senior managers will be interviewed for collecting relevant data. 5.7. Data Analysis Data analysis refers to the activities which will focus on the scrutinizing the data and the help the researcher in reaching firm conclusion. Both qualitative and quantitative techniques will be used for analyzing the gathered data (Kothari, 2004). The information obtained from the interview will be analyzed by qualitative technique as the questions are open-ended. On the other hand, results obtained from the survey can be analyzed with quantities techniques such as estimation of mean, median, standard deviation and correlation co-efficient. Thus, the hypothesis will be tested to reach the final conclusion (Mayoh and Onwuegbuzie, 2013). 5.8. Ethical Consideration The information collected from primary research will be only used for academic purpose. The personal information of the respondent will not be disclosed and privacy will be maintained all through the research study. Additionally, the secondary data used in the study must be referenced properly (Moutinho and Huarng, 2008). 5.9. Limitations of the Research The major two limitations of the study is time and budget. The time is a major constraint which restricted various activities of the study. Additionally, budget was low and it did not support all the activities which could have enhanced the study (Kothari, 2004). 5.10. Gantt chart Gantt chart is considered to be a significant tool in order to anticipate the time taken for conduction each activity mentioned in the research methodology (Gorard and Taylor, 2004). One of the principal activities of research work is to plan and organize all the activities in an efficient manner. Gantt chart will significantly help in getting an insight to the time taken for each activity and the total time for completion of each action (Coleman and Briggs, 2002). (Source: Created by the Author) 6. Expected Research Outcomes This research proposal will focus on understanding the role of instant messaging in internal communication. It is expected that the findings of the research study will demonstrate appositive impact of instant messaging. However, this study may help in identification of the vulnerabilities of the instant messaging and compare the effectiveness and potential of e-mail and instant messaging. 7. Conclusion This research proposal will be help in providing an insight to the instant messaging and its effectiveness in present world. It has been found that this research proposal will clearly identify the potential of instant messaging and its benefits. This paper will clearly discuss the role of instant messaging in internal communication. Primary research will help in gaining insight regarding the major advantages of instant messaging in the business context along with its vulnerabilities. References Coleman, M. and Briggs, A. (2002).Research methods in educational leadership and management. London: P. Chapman Pub. Cooper, R. and Johnson, N. (2014). So close yet no agreement: The effects of threats to self-esteem when using instant messaging and audio during sellerbuyer negotiations.Decision Support Systems, 57, pp.115-126. Flynn, N. (2004).Instant messaging rules. New York: American Management Association. Gorard, S. and Taylor, C. (2004).Combining methods in educational and social research. Maidenhead: Open University Press. Jha, N. (2008).Research methodology. Chandigarh: Abhishek Publications. Johnson, R., Onwuegbuzie, A. and Turner, L. (2007). Toward a Definition of Mixed Methods Research.Journal of Mixed Methods Research, 1(2), pp.112-133. Junco, R. and Cotten, S. (2011). Perceived academic effects of instant messaging use.Computers Education, 56(2), pp.370-378. Ketchen, D. and Bergh, D. (2004).Research methodology in strategy and management. Amsterdam: Elsevier. Kothari, C. (2004).Research methodology. New Delhi: New Age International (P) Ltd. Krause, T. (2008). Facilitating Teamwork With Lean Six Sigma and Web-Based Technology.Business Communication Quarterly, 72(1), pp.84-90. Leavitt, N. (2005). Instant messaging: a new target for hackers.Computer, 38(7), pp.20-23. Lodico, M., Spaulding, D. and Voegtle, K. (2006).Methods in educational research. San Francisco, CA: Jossey-Bass. Mayoh, J. and Onwuegbuzie, A. (2013). Toward a Conceptualization of Mixed Methods Phenomenological Research.Journal of Mixed Methods Research, 9(1), pp.91-107. Moutinho, L. and Huarng, K. (2008).Advances in doctoral research in management. Singapore: World Scientific Pub. Co. Ou, C., Davison, R., Zhong, X. and Liang, Y. (2010). Empowering employees through instant messaging.Information Technology People, 23(2), pp.193-211. Pascal, C. (2003). Enabling chance interaction through instant messaging.IEEE Trans. Profess. Commun., 46(2), pp.138-141. Paulson, L. (2002). Malicious code hits instant messaging.Computer, 35(2), pp.26-26. Quan-Haase, A. (2008). Instant Messaging on Campus: Use and Integration in University Students' Everyday Communication.The Information Society, 24(2), pp.105-115. Stafford, T. (2008). Introduction to the Special Issue on Instant Messaging in the Workplace.IEEE Trans. Profess. Commun., 51(4), pp.350-351. Stephens, K. (2008). Optimizing Costs in Workplace Instant Messaging Use.IEEE Trans. Profess. Commun., 51(4), pp.369-380. Stone, J. and Merrion, S. (2004). Instant Messaging or Instant Headache?.Queue, 2(2), p.72. Uskov, V. and Uskov, A. (2004). Blending Streaming Multimedia and Communication Technology in Advanced Web-based Education. 1(1).

Research Proposal about Instant Message Replace E-Mail in the Future

Questions: Can Instant Message Replace E-Mail in The Future? Can Instant Message be a Primary Source of Internal Communication? How this Instant Message System will Work? What Cost would be? Answers: 1. Introduction Advancement of information and communication technology significantly contributed in enhancing the pace as well as efficiency of the communication procedure. E-mail has been considered to be a revolutionary innovation that enabled individual in sending messages via electronic medium anywhere in the world. Instant messaging is a type of online chat that helps in offsetting the real time text transmission with the aid of internet. Instant messaging facilitates transmission of short messages in both the directions (Flynn, 2004). Lately, instant messaging also provides the opportunity to share text files, audio files, videos etc. In todays dynamic business environment, instant messaging platforms are widely utilized in order to support effective communication (Stafford, 2008). E-mail, instant messaging and other new communication tools have been replacing the traditional mode of communication (Junco and Cotten, 2011). Now the major question that arises in this context is, whether the use of instant messaging will collapse the e-mail? This research study will focus on the analyzing the future of instant messaging and its cost. 2. Research Objectives Research objectives will focus on describing the major goals of the research study. The research objectives of this paper are discussed below: To scrutinize the efficiency of the instant messaging and its effectiveness among users. To assess the potential of instant message to replace mail To assess the role of instant messaging in context of internal communication. To estimate the cost associated with the adoption of instant messaging 3. Research Questions Research questions are focusing on identification of the major areas of research. Answering theses questions will facilitate achievement of research objectives (Ketchen and Bergh, 2004): What is the role of instant messaging for enhancing the internal communication? Whether instant messaging has the potential to replace e-mail? What is the cost associated for utilizing instant messaging? 4. Literature Review Emergence of Instant Messaging: Effective communication is an essential aspect of business. In the electronic age, the mode of communication has been evolving with the aim to enhance its effectives. Presently, human being has been found to be extensive reliant upon technology (Flynn, 2004). Hence, it has been found that since the last decade web technologies are the determinant factor for various human activities. E-mail has received significant popularity due to its convenience as well as effectiveness. Emergence of e-mal rapidly replaced the traditional mode of communication in the business sector along with personal life. Instant messaging was emerged in 1996 which allowed its client to facilitate an interactive real communication in real time. In order to use instant messaging, both the people must have the same instant messaging software (Junco and Cotten, 2011). This type of communication is referred as chat. Instant messaging has been found to be major help for the internet users for sending messages, images and videos. Presently, different instant messaging software is offering video calls and chats. The new communication tool has received significant popularity over the years. Apart from social interaction, instant messaging has been widely used in business communication which contributed in facilitating real time conversation from anywhere, anytime. Benefits of Instant Messaging in Workplace: Instant messaging has been integrating in the communication system of workplace due to its effectiveness. It is evident that various business organizations have identified the importance of integrating instant messaging into the business procedure along with appropriate policy (Pascal, 2003). Business firms have recognized that the instant messaging significantly helps in ensuring high return on investment if the right technology and policy is implemented. The success of the management of a business has a strong positive correlation with effective communication. Presently, instant messaging software platforms are widely utilized by various business organizations (Ou et al., 2010). As the business focuses on embracing instant messaging in the workplace, the traditional form of communication has been almost obsolete. Instant messaging is real time and also can be recorded. It can help in conduction a small conference at the own desk of the employees from different locations (Uskov and Uskov, 2004). This section will focus on identification of various advantages of instant messaging: Group chat: Instant messaging helps in initiating a formal or informal group chat. In an organization, group chat is important for enhancing cohesiveness and knowledge transmission (Krause, 2008). Interaction between team members from off-site locations: Instant messaging uses web technology for transmission of message in real time. Presently, the wave of globalization has facilitated the global business integration. It has been found that the team members are often located in a distant place. Hence, interaction between the team members becomes easier with the aid of instant messaging (Ou et al., 2010). Enhances Effectiveness and Saves Time: Instant messaging helps in providing a real time conversation. It significantly contributes in enhancing the effectiveness of communication. It is also evident that it saves time which adds positive value to the business (Pascal, 2003). Convenient and Cost Saving: Instant messaging service only requires internet connection which is available in every workplace. Hence, it can be stated that the instant messaging offers high level of convenience. Additionally, it helps in saving cost of communication (Stafford, 2008). These are the major benefits of instant messaging recognized by the business organizations (Quan-Haase, 2008). Security Issues Related to Instant Messaging: Though instant messaging has huge potential for enhancing the effectiveness of communication, it has few risks. These risks are majorly responsible for development of threats and thus it leads to creation of potential security risk (Cooper and Johnson, 2014). First of all, instant messaging uses public network and it utilizes the server of the instant messaging provider. These servers are not secured by firewall. On the other hand instant messaging in the private network can be secured by firewall (Leavitt, 2005). Additionally, it has been found that the sensitive information which is exchanged through instant messaging is frequently stored in the unsecured network. As the public network is protected with firewall, anyone can access the private conversation in IM (Paulson, 2002). In case of e-mails filters are used and the corporate network of various organizations installs antivirus software which protects the users form virus. The attachments sent via instant messaging cannot be checked for viruses. Hence, there is significant vulnerability associated with the instant messaging system. Lack of encryption on the public instant messaging network implies that the confidential messages send via instant messaging can be accessed by other people (Stone and Merrion, 2004). Additionally, communication via instant messaging system cannot be monitored for maintain the corporate security (Quan-Haase, 2008). 5. Research Methodology Research methodology refers to the pathway which is followed for underrating the research activities. The research methodology assists in depiction of the overall concept of the important elements associated with the research study (Jha, 2008). Basically, the research methodology helps in providing a comprehensive approach which ultimately develops a blueprint of the mechanism and steps for carrying out the research study in an efficient manner. Adoption of the most suitable approach will help in successful achievement of the research objectives. In order to assess the potential of instant messaging in replacing e-mail and its cost along with its role in the internal communication system, it is essential to adopt a suitable methodology that helps in answering the research questions (Ketchen and Bergh, 2004). 5.1. Research Philosophy: Post Positivism Research philosophy is the considered to be first layer of the conceptual replica, i.e. research onion. Hence, it can be stated that the other steps of the research study is significantly reliant upon the research philosophy. There are various research philosophy and theories which are adopted by academic researchers. Post positivism is one of the most important theories which reject the idea of positivism (Jha, 2008). Post positivism theory focuses on integration of the wide variety of theories with the observation (Johnson, Onwuegbuzie and Turner, 2007). In this paper, the study will focus on the potential of instant messaging in replacing the e-mail in future and its cost along with its role in the internal communication. Hence, post positivism theory will appropriate in this case. 5.2. Research Approach: Deductive Research approach is the next layer of the research philosophy. There are various research approaches considered by the researchers such as inductive and deductive approach. The researcher needs to choose the best approach in order to ensure successful achievement of the research objectives. It has been found that, in case of inductive approach, the researcher needs to collect all the relevant data and therefore, needs to assess the observations and findings of the research which can be also analyzed so that new theoretical framework can be developed along with recommendations (Ketchen and Bergh, 2004). Again, deductive approach emphasizes on analysis of the established theories and studies. In this approach, hypothesis is set and therefore tested to indentify whether the hypothesis is possible or not. In this paper, deductive approach will be appropriate for this study. Hence, hypothesis will be set for identifying whether instant messaging has the capacity to replace e-mail. 5.3. Research Design: Descriptive Research design is considered to be an important aspect of research methodology. It has been found that the research design significantly assists the researchers through establishment of the framework which helps in carrying out the study (Johnson, Onwuegbuzie and Turner, 2007). The research design focuses on correlating the direction of the study with the predefined research objectives. It is important to choose the most appropriate research design in order to ensure the achievement of the research objectives which is revolving around analysis of the future position of instant messaging. There are three common research approaches adopted by the researchers such as exploratory, explanatory and descriptive. For undertaking this study, it has been identified that descriptive research design will be appropriate. It will assist the researcher in maintaining the superiority of the study. Descriptive approach will focus on discussing the findings in relations to the potential of the instan t messaging in future. 5.4. Data Collection Process In order to carry out a research study successfully, relevant data must be collected from authentic sources. The data analysis and conclusion is extensively dependent upon the collected data. Hence, the researcher needs to be careful in selection of roper resources for collection. In this research study, both primary and secondary data will be collected. In this section, data collection procedure for both types of data will be discussed (Lodico, Spaulding and Voegtle, 2006). 5.4.1. Primary data collection In order to draw primary data survey and interview can be conducted. First of all, few organizations can be chosen and the users of the instant messaging can be asked to participate in the survey. For undertaking the survey a close ended questionnaire will be developed. It will significantly help to get an insight regarding the importance and potential of instant messaging in internal communication. Additionally, the senior managers of the respective organizations can be interviewed in order to understand their perspective regarding the instant messaging. The questions for the senior managers will be open ended. 5.4.2. Secondary data collection Secondary data refers to the information which has is available form the past studies, established theories etc. Hence, for collecting secondary data, the researcher can use books, peer reviewed journal articles, magazine articles, trusted websites and research papers or conference proceedings (Mayoh and Onwuegbuzie, 2013). 5.5. Sampling Techniques Sampling technique refers to the selection of the respondents for collecting data. In this paper, simple random sampling technique will be appropriate for this study (Lodico, Spaulding and Voegtle, 2006). Hence, there will no bias in selecting the senior managers for interview and employees of the organization for participating in the survey. 5.6. Sample Size Sample size refers to the number of respondents chosen for the study. It has been observed that simple random sampling technique has been adopted for this study. Hence, it is better to choose large number of maple for minimizing error. Hence, 65 employees using instant messaging will be surveyed (Gorard and Taylor, 2004). Additionally, 10 senior managers will be interviewed for collecting relevant data. 5.7. Data Analysis Data analysis refers to the activities which will focus on the scrutinizing the data and the help the researcher in reaching firm conclusion. Both qualitative and quantitative techniques will be used for analyzing the gathered data (Kothari, 2004). The information obtained from the interview will be analyzed by qualitative technique as the questions are open-ended. On the other hand, results obtained from the survey can be analyzed with quantities techniques such as estimation of mean, median, standard deviation and correlation co-efficient. Thus, the hypothesis will be tested to reach the final conclusion (Mayoh and Onwuegbuzie, 2013). 5.8. Ethical Consideration The information collected from primary research will be only used for academic purpose. The personal information of the respondent will not be disclosed and privacy will be maintained all through the research study. Additionally, the secondary data used in the study must be referenced properly (Moutinho and Huarng, 2008). 5.9. Limitations of the Research The major two limitations of the study is time and budget. The time is a major constraint which restricted various activities of the study. Additionally, budget was low and it did not support all the activities which could have enhanced the study (Kothari, 2004). 5.10. Gantt chart Gantt chart is considered to be a significant tool in order to anticipate the time taken for conduction each activity mentioned in the research methodology (Gorard and Taylor, 2004). One of the principal activities of research work is to plan and organize all the activities in an efficient manner. Gantt chart will significantly help in getting an insight to the time taken for each activity and the total time for completion of each action (Coleman and Briggs, 2002). (Source: Created by the Author) 6. Expected Research Outcomes This research proposal will focus on understanding the role of instant messaging in internal communication. It is expected that the findings of the research study will demonstrate appositive impact of instant messaging. However, this study may help in identification of the vulnerabilities of the instant messaging and compare the effectiveness and potential of e-mail and instant messaging. 7. Conclusion This research proposal will be help in providing an insight to the instant messaging and its effectiveness in present world. 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