06 Feb Task 4. Submit an individu
Proposal Business Communication
Situation
You are working for a local company in Houston. After a recent website redesign, your company has received a number of complaints from its customers who were dissatisfied with the way your website functioned. It was hard to find information they search for, the forms were not working properly, and some information was missing. As a result, the volume of calls to your customer service line has doubled.
Your manager, Mrs. Cassy Vonn, has assembled a team of professionals from different departments to address this issue. She has asked you and two other employees to work on a research proposal to determine the nature and severity of the customers’ complaints in order to find a feasible solution to the problem.
NOTE: The description of the situation is a scenario. You can recreate parts of the context as needed.
Group Tasks
Develop a comprehensive research proposal with primary research tools (a survey) to explore and better understand the severity of the problem the company is faced with. Conduct secondary research using library databases and online resources to establish the effect of good web design on a company’s bottom line and customer satisfaction and to identify ways to better address customers’ concerns.
Task 1. Conduct secondary research using a variety of relevant keywords. Using library databases, government websites, and/or the sites of reputable professional organizations (Nielsen Norman Group (https://www.nngroup.com/); the World Wide Web Consortium (W3C) (https://www.w3.org/); Usability.gov (https://www.usability.gov/); and others) find 8-10 relevant sources that will support your proposal and identify some ways to address the problem.
Task 2. Create a customer survey with questions that could help identify issues with the existing website. See examples in Chapter 12. Also, see sample usability questions (post-test survey) in 3306_SurveyQuestions_WAISiteUsabilityTestingQ in PPPs and Supplemental Reading Materials.
Task 3. Write a formal proposal addressed to your manager and propose a clear solution (your research project) and a plan of actions.
Task 4. Submit an individual group evaluation with your final draft of A2. See the form below. Do not share your completed form with your group members.
Organization of Your Proposal
Before you start writing your proposal, review examples in Sample Documents and in Chapter 13. They offer sample projects and ideas as far as how you can organize your proposal. Your formal proposal has to have front and back matter documents. Here is a possible outline for your document:
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