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Organizational Communication: The Ottawa Way

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Unit II continues this topic with more emphasis on how communication techniques enhances the effectiveness of strategic planning. How communication affects strategic planning is discussed in Alexander (2015)'s "The Secret Weapon of Modern Benefits: A Strategic Plan", which takes the approach as the day-to-day decision-making process or takes a formulaic approach.

The reading, The "Ottawa way" thrives by Vanderberg and Capodagli (2015) explains how Ottawa County, MI applies "The Disney Way" to emulate high quality customer service like Disney. Management and staff attended training and in the adoption of a customer-centric culture for Ottawa County enhanced the county's customer service.

Analyse of the article. Provide details and evidence to back up your analysis from the article. What are some of the significant points used in the article to support the premise? Why are these points significant to the way communication affects strategic planning?

Vanderberg, A., & Capodagli, B. (2015). The "Ottawa way" thrives. Public Management, 97(6), 14-18.

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Solution Summary

This posting presents organizational communication in the Ottawa Way.

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Analysis of the article:
Based on The Disney Way, Ottawa County officials plan to create a customer service culture in Ottawa County. The country decided that visitors, residents, and employees should get good customer service. The customer service would be provided by leaders from 33 departments including offices, courts, and agencies in the County. These leaders were provided training in workshops over two weeks. The county first developed a vision, a set of values, developed a code of conduct, identified barriers, and developed a road for a change. Initially, the front-line leaders were trained, the employees were next given the experience of the Ottawa Way, and the department heads were questioned by participants in the Hot Seat. The storyboard generated information and feedback from county employees, the leadership gained ...

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