The communication module of the toolkit looks at how an organisation's internal communication and knowledge management processes contribute to organisational efficiency. External communication is covered within the Customer Needs & Demands module.
'Tell me and I'll forget. Show me and I'll remember. Involve me and I'll understand.' (Confucius)
'The greatest problem in communication is the illusion that it has been accomplished.' (George Bernard Shaw)
Overview assessment
The module focuses on the main aspects of communication - message content, communication channel, and feedback mechanisms - as well as information and knowledge sharing. The overview assessment questions are available to download to help guide the assessment.
Detailed assessment
The NAO has developed materials to support a detailed assessment
in this area, including more specific questions in information
management and knowledge management, and communication. Please
contact the NAO Efficiency Centre Team
for further information, and to discuss how these materials
could be applied to your organisation.
Other sources include
'National Library for Health KM': an NHS website that aims to teach knowledge management techniques and share ideas and good practice, including tools and case studies.
'Government Communication Network': a Government website that brings together all the communication professionals working in UK government.
'Central Office of Information: the Government's centre of excellence in marketing communications, which helps produce information campaigns on behalf of departments.
Links to external sites are provided for further information. Please note that the NAO is not responsible for the content of external sites referenced.
