Vision and mission of Maybank
Describe the available whatsapp groups in the selected organisation and characterize the group into; (1) formal group; (2) informal group or (3) mixed group [formal and informal].Analyse in detail, how the messenger group is used as a medium of communication, discussion, giving instruction, and in managing teamwork of the selected organisation.
Maybank is the Malaysian local universal bank located in Malaysia and Southeast Asia. In 1960 in Kuala Lumpur Malaysian business industrialist ‘Khoo Tech Puat’ founded Maybank (Zhang, Hu, Qu & Maybank, 2010). It is the leading bank of Malaysia as it rose speedily. Maybank expanded its industry by opening offices in 20 countries and over 2000 branches. Maybank offers various types of banking services such as personal, corporate, Islamic and business. The Group President and Chief Executive Officer of Maybank are Datuk Abdul Farid Alias (Kamaruddin & Mohd, 2013). In order to enlarge the business to all over the world in future, Maybank has started its alteration programme to support and expand its management in financial service groups in July 2010. Maybank has 10001+employees in its organization. Employees focus on increasing and developing strong leadership team for improving skill to recruit the right talent, creating a good performance culture, providing opportunities to grow and develop for work and personally (Abd-Kadir, Selamat & Idros, 2010).
To become the leading financial services source in Asia by committed employees, creative people by adding value and allocating commodities (Tan, Chew & Hamid, 2017).
Improve Financial services by:-
- Help customers with easy access to financing.
- Terms & conditions and prices should be fair.
- Taking advice from customers to fulfill their needs and wants.
- To become the heart of the public(Yu, Beard & Byrne, 2010).
Maybank formal WhatsApp groups
Formal communication on WhatsApp the flow of information is through the official way approved by the company’s chain of command. Messages flow downward, upward or horizontally in formal communication. Job instructions, performance appraisal of employees, policy, and procedures are all downward communication. The upward communication contains important information to managers which subordinates are aware of and conveys the message to top managers. Horizontal communication is concerned with managing the task, solving queries of employees as well as sharing information to people in a team ( Bouhnik & Deshen, 2014).
- Permanent and Temporary Formal groups on WhatsApp.
- Command WhatsApp group. For Ex. Department wise group, section group, team leaders group, etc.
- Functional groups on WhatsApp such as clerks, typists, etc. The functional group can be divided into:-
- Team group: – The group on WhatsApp which specifies no particular role to Maybank employees (Ling & Lai, 2016).
- Task group: – Whatsapp group which specifies a clear job title and task to workers in Maybank.
- Technological group: – It is the group on WhatsApp which allow the work of employees by the management.
- The status WhatsApp group includes the members of the equal status in Maybank(Bassens, Derudder & Witlox, 2010)
Maybank informal WhatsApp groups
Whatsapp group which are not formal they are called as informal groups. For Example, a group of employees from different departments of Maybank has a group on WhatsApp. The employees of such group are termed as an informal group. Through informal channels, employees communicate in informal WhatsApp group. Informal communication is important for employees in the organization as it helps to understand each other and their work and support social relations. Informal communication is done without any rules and hierarchy on WhatsApp (So, 2016). The following kinds of informal WhatsApp group of Maybank are:-
- Friendship Group on WhatsApp: – Friendship groups are those groups where friends are connected to each other in a group. These groups are naturally formed in Maybank environment.
- Interest WhatsApp groups:- Interest groups are made of individuals in Maybank who are connected by the group on WhatsApp because of their personal work or interest (Beynon-Davies, 2010).
- Reference Group:- A reference group is a unique kind of informal group. The WhatsApp group where employees appraise themselves.
- Cliques Group:- Includes co-workers, colleagues, and associates who are closely connected to each other in Maybank.
- Vertical cliques: – WhatsApp group includes of employees working in the same section with different ranks.
- Horizontal cliques: – WhatsApp group with employees of equal ranks working in same or different departments.
- Mixed cliques: – Group that includes both vertical and horizontal cliques(Klausen, 2015).
Description of formal, informal and mixed WhatsApp groups in Maybank
Maybank mixed WhatsApp group
Mixed WhatsApp group is a combination of the formal and informal group. It is necessary to see that an organization all the communication flow informal manner. Most of the messages flow along the informal way of communication in groups. Formal communication channel allows employees to message for difficult and detailed problems, for sharing official information and for exchanging data. Employees who use informal communication channel are more satisfied with their work and job (Dorwal, Sachdev, Gautam, Jain, Sharma, Tiwari & Raina, 2016).
Mobile application WhatsApp messenger provides a huge platform for communication, discussion and giving instructions. Whatsapp offers a wide range of opportunities for the users (Ahmad, 2013). Whatsapp helps in education, sharing of information, entertainment, etc. Whatsapp also gives the receiver the flexibility to accept or reject messages received from the sender (Klausen, 2015). On WhatsApp, we can form a group where a message can be reached to many individuals. Currently, the maximum numbers of members we can add in the group are 256. Whatsapp is a medium that allows individuals to keep in touch with family members, relatives, friends and office colleagues moreover it is for enjoyment and gets in knowledge with the current news around the world. Through what app we can share location with the individuals and get in contact. On WhatsApp, we can do online business like selling clothes, accessories, etc. Whatsapp is a key medium for building and maintaining social networks with staff in Maybank. Whatsapp messenger application is easy, quicker and less expensive communication through mobile phones. It also creates a sense of responsibility and closeness with friends and relatives. It has also established an emotional feeling for close ones. Whatsapp helped individuals in Malaysia by allowing them to discuss and share information in their work, moreover permits them to communicate with friends and relatives. The employees get information instantly on the issue that is discussed in the group and the conversation can be build up using WhatsApp. Therefore social networking sites like WhatsApp play a significant role in discussion, communication and providing instructions (Bouhnik & Deshen, 2014).
The leader is one who believes in his capability and uses it to manage and cope up with his team members in WhatsApp group. He should know strengths and weakness of his team a make policies and schemes on WhatsApp to increase team productivity. They can attain more output level and objective in less time by working together on WhatsApp groups. On WhatsApp group’s leaders can manage task and assign work in a smart manner with less time consuming and without wasting energy to communicate with every individual (Ling & Lai, 2016).
How WhatsApp messenger group is used as a medium for discussion, communication, and giving instruction
Communication
Through communication on WhatsApp leader can manage work easily because a team cannot work without communication barrier. It is necessary to encourage WhatsApp messenger for communication among individuals because it helps in understanding each other which is important for better coordination (Sayan, 2016).
Meetings
On WhatsApp, we can communicate a message for meeting in office to everyone with a single message. This can be useful for employees to ask a query and solve their issues regarding the task. This will increase faith and respect for team members (Barhoumi, 2015).
Team Building Actions
A leader can organize games, events, dinners and some social gatherings to develop team building through WhatsApp messenger. Most of the time people message for official discussions on WhatsApp, so to develop team understanding a leader can plan for these options (Tiong & Anantharaman, 2011).
Assign Team Tasks
A leader can create another group of employees on WhatsApp to assign a particular team task. This will help the leader to explain the task and queries of employees regarding task in a particular period of time. To encourage employees a leader can provide compensation or incentives (Ling & Lai, 2016).
Based on the study we would like to recommend that:-
- Strategies on how WhatsApp can be used into formal and informal channels of communication with the Maybank organization so that employees meet the need for formal and informal communication WhatsApp groups that are not satisfied by the organization.
- It is necessary for leaders in Maybank to find encouragement for WhatsApp usage so that such encouragement can lead to a platform for communication. It is also suggested that adoption of WhatsApp messenger communication tool for Maybank should come up with a training session for the staff of the organization to aware about the responsible use of the medium to avoid the threat of information sharing.
- It is recommended that before Maybank implement the use of WhatsApp as a legal communication medium, they should confirm that all the works of the organization could access the information shared on WhatsApp so that no employees will miss out the information shared.
- It is also recommended that a similar step can start in other business units and in other organizations for evaluation purpose.
Conclusion
The task pointed at finding out how Maybank employees use WhatsApp for formal and informal communication despite the fact that it is not official way of a communication channel in Maybank. The goal is to determine that how the staff of different departments in Maybank use WhatsApp as a communication channel. It is determined that WhatsApp is immensely used in Maybank. Whatsapp has many specifications like the ability to share the message with several persons, portability, ability to send location, ability to send voice notes, we can broadcast one message to many people. From the study, we find that leaders motivate employees to use WhatsApp to communicate with each other. The information shared on WhatsApp is more prompt and therefore the employees can act on it instantaneously. The need to stay in touch with colleagues and staff increase the usage of WhatsApp. The users mostly saw fit for the informal communication in the organization as they get to know each other more. Hence, WhatsApp is a platform to communicate and make work easy in the organization for the staff members.
References
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