Case Challenges in Written Communication ABC limited located at Durgapur, West Bengal, is leading market player in Steel

industry with a market share of 23 per cent and they produced mild steel sheet to be used in many industries including automobiles. XYZ limited is a steel processing unit located at Hyderabad, used mild steel as input and supply galvanized sheet to market. For downstream expansion ABC wanted to acquire XYZ focusing geographic diversity. A consultancy company, MND limited got an assignment to prepare a business study, for a steel manufacturing company ABC limited, regarding acquisition of a company XYZ limited. Mr. Aniket Sharma, a senior engineer of MND, was the coordinator of the project for MND. He had to report to Mr. Bimal Dutt , a junior manager of ABC. For XYZ limited, executing manager Mr Y. Raman was in charge for the dealing with ABC vis-a-vis MND. For the study, some information was required from XYZ regarding recent performance of XYZ. These information includes Current production of XYZ Total number of workforce present Input cost for raw materials Details of logistics for incoming materials and outbound materials

Another set of information is required from ABC, regarding the strategy and policy for XYZ, like Organizational structure Detailed plan for executing the acquisition Sourcing of funds Market share for ABC Positioning of ABC, etc.

The intimation to start the project was conveyed by email from ABC to MND. The next day MND sent an acknowledgement mail with mentioning that Aniket Sharma will the project lead for that assignement. After one week of Go Ahead of the project, Aniket sent an email to XYZ, requesting for the information. As per office decorum he had to send the mail with a copy to Bimal.

Date 25/05/2011 To: Cc: BCC: Subject: Mr. Y. Raman Executing Manager, XYZ limited Dear Sir, For the project, we need the following data production of galvanized sheet for last 3 years by XYZ Manpower and organizational structure. Input cost for iron ore, power tariff, layout of the plant financial statements for last 3 years Details of logistics for incoming materials and outbound materials please fill the details of the enclosed excel file Requirement of information regarding project Acquisition YRaman@xyz.com; Bimal.d@abc.co.in;

Questionnaire for XYZ

Regards Aniket Sharma Sr. Engineer 9830749579 MND limited

On the same day Aniket sent another mail to Mr Bimal Dutt, requesting the information about strategies of ABC limited Date 25/05/2011 To: Cc: BCC: Subject: Mr. Bimal Dutt Junior Manager, ABC limited Dear Sir, For the project, we need the following data market plan for the combined business existing distribution channel in south India what will the cost for the manpower for the acquired plan Requirement of information regarding project Acquisition Bimal.d@abc.co.in;

Questionnaire for ABC

Regards Aniket Sharma Sr. Engineer 9830749579 MND limited

Two days later, Aniket got a call from Mr. Dutt from ABC limited. He just yelled at Aniket for 2 minutes. He was dissatisfied, confused and angry. Aniket had no idea what went wrong. Then after few minutes Aniket get the picture. Mr. Dutt thought that he had to give all the information mentioned in the 1st mail regarding ABC limited. He had no detailed information regarding their operation and that is the reason for engaging MND. He doubted about the scope and credibility for the consultant appointed and was agitated. Then Aniket explained to him that the 1st mail was only to inform Mr Dutt that MND had already started detailed working and some specific data only to be collected from XYZ limited. The recipient was manager at XYZ and Mr Dutt was only marked as CC. Mr Dutt realized he missed the initial part due to work pressure. As he was getting huge number of mails and just glancing through the mails, he missed the initial part and focused only on the body part and the attached file. This was a typical case of over use of emails and most of the time people do not study in details. So sometimes we miss the essential part of the communication and create confusion.

Theme : Overuse of Emails Q1. What should be done by Aniket to avoid these situation? Q2. Who is to blamed for this miscommunication?

By- Anirban Sharma 1301-020, Section C Email - anirban.sharma.imt@gmail.com Phone - 7840084123