DOING BUSINESS IN MALAYSIA

Pn Rosmiza Bidin, FBMK

Pengenalan Komunikasi Korporat (KOC3301)Pn Rosmiza Bidin03-89469791, [email protected] 40%, Mid term exam 20%, Final 40%. Mid term exam covers up to chap 5 (CSR). Final exam covers all.Text book: Corporate Communication (fifth edition) by Paul A. Argenti. Due date assignment 1 and 2: FTF2

Parliament and lawmakingMalaysia practices Parliamentary Democracy (Demokrasi Berparlimen) with Constitutional Monarchy andHis Royal Highness (Yang DiPertuan Agong) is the Paramount RulerMalaysia is also a country that practises a system of democracy based on the Federation system

Market conditionsstrong economic strength, supportive government policies, educated workforce, developed infrastructure, vibrant business environment and quality of life

PopulationMalaysia is a multiracial country. Malaysia's population, as of July 2010, is estimated to be 28.3 million, which makes it the 44th most populated country in the world. Malays, who make up about 65% of the population, are the predominant group, with Chinese (26%, )Indians (7.1%) and other ethnic groups making up the rest. About 80% of the nations total population occupies Peninsula Malaysia.

Arealocated in the heart of SouthEast Asia, slightly north of the Equator.two geographical regions Peninsular Malaysia or West11 states and the Federal Territories of Kuala Lumpur and Putrajaya, and East Malaysia, which has two states, and the Federal Territory of Labuan.The climate is hot and humid.

LanguageBahasa is the official language. However, English is widely used for business and in the tourism industry. Apart from English, Mandarin and Tamil are also common languages taught at school concurrently with Bahasa and English.

CurrencyThe local currency is Ringgit Malaysia (RM).Major hotels and larger establishments readily accept foreign currency. Foreign currencies can also be readily exchanged at banks or licensed money changers.

The economyThe economic policies and strategies of the country are set out in the National Development policy. These are implemented through the outline Perspective Plan. The previous action plan is the Ninth Malaysia Plan (20062010).

THRUSTCharting development for a high income nation6% growth targetPer capita income to increase to RM38,845 (US$12,139) by 2015Creating private sector-led economySupporting innovation-led growthFull employmentRestructuring of subsidies ALLOCATION RM230 billion: 60% physical development; 40% non-physical developmentSector allocation: economic 55%, social 30%, security 10%, general administration 5%

Top 10 constraints to firm investment in Malaysia (2007)Inadequately education workforceTax administrationLicences and permitsCorruptionAccess to financeCustoms and trade regulationLabor regulationsAccess to landCrime, theft and disorderPolitical instability

http://rru.worldbank.org/BESnapshots/Malaysia/default.aspx

Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders. --Business Section New York TimesThere may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication.--Max De Pree, Author The Art of Leadership

Im surprised how so many people struggle with communication.--Michael Rook, Production Manager Hewlett Packard, San Diego, CAThe first thing the Human Resources Department did was give me a writing book.--Sam Reeves, IT Consultant AMS, Denver, CO

Source: Yankelovich & CNN/USA Today/ Gallup Poll

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200516%

199928%

198530%

197615%

196870%

American Publics Confidence in Institutions

% of Respondents Answering Great deal or Quite a lot

Source: 2007 Gallup Poll

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Confidence in Institutions

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CongressHMOsBig businessOrganized LaborCriminal Justice SystemNewspapersTelevision NewsThe PresidencyMedical SystemPublic SchoolsU.S. Supreme CourtBanksChurch/Organized ReligionPoliceSmall BusinessMilitary

Confidence in Institutions14151819192223253133344146545969

Paris Hilton$6.5 MillionDavid Beckham$27 MillionJ. K. Rowling $32 Million Elvis Presley (deceased)$37 MillionRolling Stones$88 MillionTiger Woods$100 MillionSteven Spielberg$110 MillionOprah Winfrey$260 MillionSteve Jobs$647 Million

Source: Forbes, MSNBC, ABC, Rolling Stone

OperationalInternal ExternalPersonal

Formalwell-established, usually along operational linesplanned Informalcomplexdynamic

Black Solid Lines = Formal NetworkCoral Dashed Lines = Informal Network (at a moment in time, for they change often)

The Message - The content of the communicationThe Medium - The method of passing on informationThe code - The system of signs or sounds usedThe Channel - Sound waves or light waves

Interference - Noise which can affect transmission of information Feedback - information on how information was receivedContext - Framework in which communication takes place

Written Or signs

Spoken

Visual/gestures

technology Touch

Recognize the new environment for businessAdapt without changing what they stand forFoster understanding through education and outreach

Adapt without compromising principles Technological innovationsGovernmental rules

Dont assume problems will magically disappearAddress issue at its inceptionAnticipate the length of storyDont assume public has short memoryCommunication and negotiation

Keep Corporate Communication Connected to StrategyCC closely linked to companys overall vision and strategyCC play pivotal role in defining and communicating mission internal and external stakeholdersHire qualified staffCC report directly to the CEO

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Use the slide to support the value of the course.

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Similarly, you can use this slide to show communication weaknesses in business.

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This outlined above forms of communication in business emphasizes your lecture points. The screenshot of the intranet at Deere & Co. provides a talking point for operational communication.

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This outline emphasizes the points in your review of networks.

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This illustration from the text can aid your description of the structure of communication in the organization.

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This model guides your discussion of the communication process, the first cycle.

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KOC3301/KOC3301 UNIT 10 CRISIS.ppt

NATURAL DISASTERTERORRISMPRODUCT TAMPERING/BOYCOTTMISMANAGEMENTFIREBOMB THREATCHARGES OF WRONG DOINGKIDNAPPINGPOLITICAL CRISISTRANSPORTATION DISASTERSRUMORS/WHISTLEBLOWERSSEXUAL HARASSMENTDEATH/INJURIESCRISIS INVOLVING NUCLEAR, CHEMICALS OR HAZARDOUS MATERIALS

TENAGA NASIONAL BERHAD (TNB) 1996 BLACKOUT

A comment passed on by an opposition leader in Malaysia stated that is Malaysia going to have a super corridor utilizing the edge high-tech or a corridor of darkness? (AsiaWeek, 16 August, 1996).

The former chief executive officer of TNB, Tan Sri Ani Arope once mentioned to the press people said TNB (acronym for Tenaga Nasional Berhad) stands for Total National Blackout (Business Times, 21, August, 1996).

The former prime minister of Malaysia, Tun Dr. Mahathir Mohamad was asked by the press on whether the government would release a white paper on the blackout, and he sarcastically answered the colour of the paper is not important, what is important is the report and this will be released (The Star, 22 August, 1996)

MASSIVE LANDSLIDE, BUKIT ANTARABANGSA, KUALA LUMPUR - 6 DEC 2008Thundering Nightmare: Four dead, 15 injured, one missing, 14 houses buried or damaged, thousands of residents evacuated. It was a tragedy waiting to happen (New Sunday Times, 7 December 2008)

All state governments are to review hillside projects to prevent another Bukit Antarabangsa tragedy. Its time to walk the talk (New Sunday Times, 8 December 2008)

IF ONLY THEY HAD LISTENED.warningsand more warnings over the years of a catastrophe waiting to happenbut they fell on deaf ears. The government has to take responsibility by enforcing regulations and legislation, Geotechnical Engineer Datuk Dr Ramli Mohamad (New Sunday Times, 8 December 2008)

MASSIVE LANDSLIDE, BUKIT ANTARABANGSA, KUALA LUMPUR - 6 DEC 2008

Aftermath of the Bukit Antarabangsa Tragedy: So who takes the Rap? (New Sunday Times, 9 December 2008) (pictures of the former and the present Chief Minister of Selangor was printed and defending the state government actions on hillsides development)

Khalid and Khir trade blows over hillside projects: The blame game has begun (New Sunday Times, 9 December 2008) Residents: We plan to sue. we have very strong evidence, but we will leave it to our legal team.. I dont want to reveal what it is now, but we have photographs and copies of complaints made to the local authority. Datuk N. Muneandy, Bukit Antarabangsa Action Committee Chairman (New Sunday Times, 9 December 2008)

MASSIVE LANDSLIDE, BUKIT ANTARABANGSA, KUALA LUMPUR - 6 DEC 2008Developers and buyers responsible too, says Shabery It is unfair to say the Government did not act. We cannot put the blame on just one authority. After all, you need two to tango, but this time there are three the Government, developers and buyers, he said yesterday. (Star Online, 10 December 2008)

Bukit Antarabangsa: Residents hit out at Shabery statement. Ahmad Shabery reportedly told residents not to point fingers solely at the Government as both developers and housebuyers who chose to live in highland areas were equally to be blamed and should accept responsibility for what happened. Are you saying we should blame the mother for giving birth to the thief? he told reporters Wednesday, adding that residents had invested millions of ringgit to purchase homes there. (Star Online, 10 December 2008)

OTHERSThai Turmoil: Airport under siege, general tells government to call fresh elections (Star, 27 November 2008)

Bangkok Stand off: Chaos as protesters force airport to close, thousands of western tourists and other travellers stranded, airport blast injures two, grenade attacks elsewhere in the city (New Straits Times, 27 November 2008)

OTHERSMassacre in Mumbai: Rampaging gunmen on killing spree in Indias financial capital. Attacks leave more than 100 dead, many foreigners taken hostage ( New Straits Times 28 November 2008)

60 Hour terror rampage: Mumbai siege ends. Malaysian credit cards found on terrorists. Malaysia woman among dead (New Straits Times 30 November 2008)

CRISISResemble the doomsdayTarnish image/reputationDamage products, employees, financial conditionUnpredictableCreate PanicSurpriseInsufficient InformationCaused Injury/DeathRapid SpeedTendency To Act IrrationallyPress EverywhereChaos in Internal Communication

Wake Up Call a Phenomenon Was Not Attended to ProactivelyCrisis originally from the Greek krinien means DECIDE- preparation in managing and responding to crisis before, during and the aftermath Sun Tzu in the Strategy of War, crisis means "wei ji", a combination of danger and opportunity.

CRISIS IS A TURNING POINT FOR A BETTER FUTURE

Heath (in Gaunt, P. & Ollenburger, J. 1995:202) defined crisis communication as an enactment of control (at least its appearance) in the face of high uncertainty in an effort to win external audiences confidence in ways that are ethical.

Crisis communication is the ability to communicate effectively during a difficult situation or emergency to a variety of internal and external stakeholders (Tenaga Nasional Berhad, 22 september 1997)

According to Peter V. Stanton (2002), crisis communication plan is more than a system for responding to circumstances. It is also a method for planning and thinking about situations in day-to-day operations, business and company communities, and preparing company people to understand and respond to the special demands of crisis conditions

1. Crisis communication refers to the communication actions executed as strategies with the purpose of preventing or overcoming a catastrophe2. Crisis communication is a communication strategy engineered by persons as a catalyst to a solution in gaining the trust of publics and enhancing the credibility and reputation of an organization

Restore Image And ReputationProtect Affected PublicsGained Trust/Loyalty From Various Publics

According to the IABC survey of over 600 communicators, one in three companies did not have a formal crisis communication plan in 2005 (Communication World Bulletin, IABC 2006)

After experiencing a crisis with no plans in place, 46 percent of respondents said their organizations were beginning to develop crisis communication plansWhile 42 percent said their organizations were still taking no action. 54 percent said they didnt have plans because of lack of senior management support

There is no crisis..it is only problemsWhy waste money unnecessarilyWe can use public relations program if crisis happensWe did not get the support from top level managementWe have risk communicationWe have media relationsWe have 2 pages of media guidelines in our SOPCrisis management is sufficient

9. Crisis communication manual is difficult to prepare thus waste of time preparing one10. Not all employees read the manual11. Crisis communication manual is too rigid12. It takes time to manage crisis

Crisis management is designed to reduce threats and lessen damage. It identifies the situations, plans and outlines the contingency plans. Responsible for resolving the underlying problems that create crisis situationsDetermine what actions their organizations should take.

Role is to communicate with the organizations' publics about decisions and any subsequent actions that are taken in the crisis management. Responsible in explaining its various publics' reactions to the organizationCrisis has occurred

Crisis communications gathers guidelines, procedures, policies, steps, techniques and tactics of communication to be managed strategically and delivered accordingly to the needs of the targeted publics.Crisis communications is a guide to manage crisis systematically and provides ability to communicate to the publics truthfully and show concerns to the happenings Uses communications as strategies (Specialized)Elements of source, message, channels, audience (Model Laswell, 1948 who says what through what channels to whom with what effects)Techniques of persuasion, dyadic communication

Verbal or written exchange that attempts to communicate information regarding risk Projection of what might occurAn interactive process of exchange of information and opinion among individuals, groups, and institutions. It involve multiple messages that express concerns, opinions, or reactions to risk messages or to legal and institutional arrangements for risk.

TEAMPublic Relations ManagerLegal AdvisorHuman ResourceTechnical RepFinancial RepIT RepSecurity Head* Vary depending on the nature of crisis

UNDERSTAND SITUATIONWhat is the problemWhy is it a problemWhen is it become a problemWhere is it a problem Who is involvedHow to solve the problem

IDENTIFY THE AUDIENCEAffected PublicsNext of KinMediaGovernmentOppositionsEmbassyShareholders/InvestorsLocal AuthoritiesMilitary* Vary depending on the nature of crisis

SPOKESPERSONChairmanCEOPublic Relations Manager* Media Liaison Officer in Plant/branches

KEY MESSAGEHolding StatementInterim StatementPress ReleaseAnticipate Questions (interviews)

CHANNELSPress ConferencePrint MediaElectronic MediaWebsitesBlogsEmailsInterpersonal HandphonesFax etc

MULTIPLE STRATEGIESMedia RelationsEmployee RelationsNew Media TechnologiesInterpersonal CommunicationPersuasionLitigation Public Relations

LOG SHEETSIn-crisis Response LogPost Crisis Response LogExternal Stakeholder Inquiry LogExternal Stakeholder Response Log

TRAININGMock CrisisNon Emergencies

Attack the AccuserDenialExcuseJustificationIngratiationCorrective ActionFull Apology

Tylenol, Johnson & Johnson Fall,1982Bhopal, India at Union Carbide Corporation December 1984Space Shuttle Challenger Explode, NASA January 1986Chernobyl Nuclear Accident April 1986Exxon Valdez March 1989Bosnia Genocides 1992-1995Pepsi-Colas Syringe 1993World Trade Center, New York September 2001Bali Bombing, Indonesia October 2002SARS, China - 2003Tsunami, Aceh, Indonesia December 2004 Melamine Milk Crisis, China September 2008 Mumbai Attack, India November 2008

Highland Towers, Selangor December 1993 Tragedy Fokker 50, MAS September 1995National Blackout, TNB August 1996Reformasi, Malaysia - 1998Merapoh Accident, Pahang November 2003Nuri Crash, RMAF July 2007Hindraf, Malaysia October 2007Tsunami, Penang/Kuala Selangor December 2004Highland Towers, Selangor 2008

Crisis Communication - Art (Observation, experience, knowledge)Confidence earned when you are preparedTeam workActivatedBlue PrintReputation Management

EXPECT THE UNEXPECTED

KOC3301/KOC3301 unit 2 STRA.ppt

Why do companies need to rethink communications?How can they approach it strategically?What function does corporate communication serve?How does the function tie into the companys image and objectives?

Regulatory imperativesNew regulation, revisit comm strategies and practices

Organisational complexitiesOrg grows in size and complexity more markets, customers, products, services, employees, suppliers, etc, - hihger need for a consistent comm strategy

The need to increase credibilityApproval and trust from public

Aligning communication with strategyMultiple constituents, responsive comm to all.Consistency of the messages

Ancient Roots of Communication TheoryCorporate Communication StrategiesSetting an effective organization strategyAnalyzing constituenciesDelivering messages appropriatelyCorporate Communication Connection to Mission

TELL

SELL

CONSULT

JOIN

Head makes decision and announces it Head "sells" the decision Head presents ideas and invites questions Head presents tentative decision subject to change Head presents problem, gets suggestions, makes decision Head defines limits, asks group to make decision Head permits teachers to function within limits defined by herself

Messages

Constituents Response

Corporation

Constituencies

What does the organization want each constituency to do?What resources are available?What is the organizations reputation?

What is the best communication channel?How should the organization structure the message?

Who are the organizations constituents?What their attitude about the organization?What is their attitude about the topic?

Did each constituency respond in the way the organization wished?Should the organization revise the message in light of the constituency responses?

Senior managers must be involvedCommunications must be integratedStructural integration is not the only choiceCommunications must have a long-term orientation

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KOC3301/KOC3301 unit 3 FUNCTION.ppt

What is Corporate Communication?

A department with many functionsA process to communicate key messagesAn attitude or set of mental habitsA set of communication products

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Sample Structure for Corporate Communication

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Communication heads report to?

Chairman/CEO/President45.6%Head of Marketing31.6Other14Chief Operating officer4.8Chief of human resourcesChief financial officerGeneral Counsel

Title of Senior Corp Comm Exec

Senior VP17.1%VP31Director26.3Manager17.1Other8.3

Functions Within the Function

Corporate image and identityMarketing communicationsMedia relationsInvestor relationsInternal communicationsCorporate advertising and advocacyGovernment relationsCorporate Social Responsiblity

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CORPORATE COMMUNICATION

Functions of Corporate Communication

From Pr to Corporate Communication

-To centralize or decentralize communication

-The functions within the function

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Managing Image, Identity and Reputation

-What is image and identity

-Using image and identity to strengthen the corporate communication function

-Building a solid reputation

-Is Corporate Identity a trend

-Differentiating organizations through image and identity

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Managing Media Relations

-still central to the corp comm unit

-actively set the discussion agenda of the firm in the media

-Technologu advancement

-Rely on one another, make the best of these relationships


CORPORATE ADVERTISING/ADVOCACY

Selling company, not product

Influence public opinion and facilitate for approval for increase or allocations in the budget, etc

direct from CEOs office

Fastest growing segment of the advertising industry

Issue advertising famous but risky


CORPORATE RESPONSIBILITYSocially responsible more likely to purchase and recomment

Internal implications less likely to leave, job will make a positive difference in society

Corporate philantrophy more than just give back to the community. Obligation to donate funds to organisations that could benefit the firms stakeholders. Eg: fund research

environmental

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Investor Relations

Fastest-growing subset, an area of intense interest

Move from just the numbers to the way numbers are communicated

Shareholders and securities analysts (source for financial media)

-Coordinated effort between comm professionals and vp finance

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Employee Communication Retaining a contented workforce

Changing values and demographics, must plan strategic internal comm

employee trust and loyalty

Sensitive messages by VIPs only

Blurring constituencies lines employee, investor, members of community advocacy group at the same time

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Managing Government Affairs

More important in some industries than others

Benefit by having ties with local and national legislators

Lobbying

Government affairs efforts

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Managing Communication in a crisis

- Communication professionals in crisis planning and crisis management

Legal agenda shortsighted and costly

Communication strategies consider how actions might be perceived by constituencies.

- Working collaboratively in house counsel and corp comm professionals.

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KOC3301/KOC3301 unit 4 IDEN.ppt

Chapter 4Identity, Image, Reputation, and Corporate Advertising

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Image & Identity

What are image and identity?How do you build a solid reputation?Is corporate identity a trend?How can you differentiate based on image and identity?How do you manage the unmanageable?

Points to ponder

Why choose Petronas over Shell?

Why study/work in USM?

Do you know that Nestle paid six times the net asset value to buy Rowntree and its spectacular portfolio of brand including Kit Kat and Smarties.

General scenario

Competition increases

Competitors can copyprocesses, products, systems, services, technology, quality, etc

There is only identity/ brand that remains as a differentiator

Importance

Importance of corporate identityCustomers Inspires confidence (van Riel, 1995)Increases visibility and reach (Keller and Aaker, 1998)Improves credibility (Fombrun and van Riel, 2004)Aids learning (Allesandri, 2001)

CORPORATE IDENTITY

Identity components (Melewar and Karaosanoglu, 2006)Corporate structure brand structure, organizational structureCorporate strategy positioning and differentiation strategyCorporate culture mission, vision, valuesCorporate behaviour company, management and employee behaviourCorporate design slogan, architecture, office layout, location, websiteCorporate communication marketing, management and organizational comm..Industry identity

Importance

Importance of corporate identityEmployeesHelps internalize the companys values (Dutton and Dukerich, 1994Recruits and retains employee (Fanning, 1990)Instills identity/brand values into key processes (Organ, 1990)Increases identification (OReilly and Chatman, 1986)Media, Investors, Financial analystsReputation (Whetten and Makey, 2002)Attracts favourable responses (Fombrun and van Riel, 2004)

Managing the Unmanageable

Step 1:Conduct an identity auditStep 2:Set identity objectivesStep 3:Develop designs and namesStep 4:Develop prototypesStep 5:Launch and communicate

What are Identity, Image & Reputation?

Corporate IdentityNames, Brands, Symbols, Self-presentations

Corporate Reputation

is perceived by

Sum of perceptions equals

Advertising: The Corporation is the Message

What is Corporate Advertising?Where does it come from?Who uses it and why?Should all companies use corporate advertising?

Companies Use Corporate Advertising to:

Increase SalesCreate GoodwillRetain and Recruit EmployeesEnhance the Financial Effort

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KOC3301/koc3301 unit 5 CSR.ppt

Todays MBA students more readily make the connection between good corporate citizenship and stronger public image/reputation

Source: Aspen Institute Center for Business Education, October 2007, www.aspencbe.org

How do companies benefit from fulfilling their social responsibilities?

Source: PriceWaterhouseCoopers 5th CEO Survey

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Management11

Employees13

Shareholders20

Board Members22

Customers or Clients26

A survey conducted by public relations firm Hill & Knowlton revealed that 75% of Americans considered social responsibility issues when making their investment decisions. $1 dollar out of every $8 under management in the US is invested in companies considered socially responsible.

Source: Social Investment Forum, Washington D.C

68% of CEOs say corporate social responsibility is vital to profitability. 19% of CEOs didnt know

Source: PriceWaterhouseCoopers 5th CEO Survey

92% believe that a company with a clear corporate social responsibility policy is better at managing environmental and social risk.74% agree that companies do not effectively communicate their corporate social responsibility efforts to financial markets. Accordingly, this slows down the development of socially responsible investment.

Source: Corporate Social Responsibility Europe and Euronext

Corporations have a responsibility to all of their stakeholders in all aspects of their business operations.Businesses account for and measure the actual or potential economic, social and environmental impacts of their decisions.CSR goes beyond simple philanthropy and is more about corporate behavior than it is about a company's charitable donation budget.CSR is linked with the principles of Sustainable Development which argue that enterprises should be obliged to make decisions based not only on financial/economic factors (e.g. profits, ROI, dividend payments etc.) but also on the social, environmental and other consequences of their activities.

1) It's important to give back to the community, people, and environment from which we greatly benefit and profit.BECAUSE you, as a company can gain a competitive and reputational advantage by demonstrating that you have the best interests of society at large as an integral part of your policy making.Orlizty, Schmidt, and Rynes found a correlation between social/environmental performance and financial performance.Example - Starbucks

BUSINESS ENVY - captures $4 to $5 for a cup of coffee. Growth projections exceed 40,000 stores globally? Starbucks formed a partnership with Conservation International (CI) in 1998 to encourage environmentally sound coffee-growing practices and to improve farmer livelihoods. The success of their first joint project in Chiapas, Mexico is serving as a model for new and future projects.

Invest in people and partners, promote diversity and empowerment(learning from each other)Training, education and benefits = loyalty, commitment and dedicationLeadership programIntegrate CSR building brand loyaltyCommunity involvementReward volunteersInvest in local schools, education programs, etc.Environment shrinking the environmental footprintRecycling paysConservation and Organic (branding)

Consumers are more socially aware and vote with their pocketbooks44% of British public believe it's very important that a co. shows a high degree of social responsibility when they buy the co's product.86% of consumers have a more pos image of a co. that is seen to be doing something that makes the world a better place.Responsibilities to society, and env and labour practices are seen by the public to be more important than a co's economic contribution.Corporations face severe punishment (criminal and/or financial) for bad behaviour (Enron and Arthur Andersen, Worldcom, Nike, Union Carbide (Bhopal)58% of general public across Europe feel that industry and commerce do not pay enough attention to their social and environmental responsibilities.

The best people are seeking out responsible organizations.81% of young people have a strong belief in the power of responsible business practice to improve profitability over time.Corp responsibility is increasingly the key factor in attracting and retaining a talented and diverse work force.Employee volunteer and community involvement programs create differentiation and improves retention.Co's see an improvement in media coverageLarge % of volunteers achieve promotionsAbsenteeism reducedGreatly improved customer satisfactionCorporate responsibility is a key factor in helping companies access capital.86% of institutional investors x-cross Eur believe that social and env risk management will have a pos impact on a co's long term market value

Corporate Responsibility opens opportunities to reduce present and future costs to the business and improve competitiveness, market position, and profitability.Energy efficiency produces large paybacksGreening the supply chainClean production (reduce emissions, recycle and reuse affluentsCarbon creditsCSR is not targeted for just the large companiesLarge corporations are requiring their preferred suppliers to subscribe to CSR and best practices.

Spend some time learning more about CSRDetermine what works best for your organization and culture and initiate and integrate a CSR component into your organization.Balance the desire for profits with the needs of the community and the environment.Invest in people.Be a change agent.Lead by example and others will follow.

We will be known forever by the tracks we leave.(Dakota)

Choose to make a difference...

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Stakeholders include (but are not limited to): employees, customers, suppliers, community organizations, subsidiaries and affiliates, joint venture partners, local neighborhoods, investors, and shareholders.

Your actions have an impact on allstakeholders

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Conservation and sound environmental practices resonates with consumers

Building brand awareness

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To me, forever is a long time. This is your corporate legacy. I thought aboutthis also from a personal perspective, whatwill I leave behind.

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KOC3301/KOC3301 UNIT 6A MEDIA.ppt

Media relations targets audiences through media coverageCan be either responsive or proactiveNo direct cost for receiving coverageBut there is some loss of editorial control

Credible Third-party endorsementCost-effectiveObjective and trusted

Influence your audiences towards actionEnhance your organization's reputationPromote your organization's servicesProvide third-party endorsementsMake your organization the "go to ResourceEstablish positive relationships that can "smooth over" difficult times

PrintTelevisionRadioWeb and Other New Media

RelevanceProximityTimelinessOccurrence-basedCalendar-basedUniquenessHuman InterestEntertainment ValueCelebrityControversy

Conduct researchWho cover industryWhat angleWhat kind of reporterRespond to callsPrepare for interviewsMaintain ongoing relationships

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Involve internal media relations personnel in strategyDevelop in-house capabilitiesUse outside counsel sparingly

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The powerful internetExpansion of power to individualsDo not discriminate legitimate and phony newsMonitoring contentWeb-based communication platformBlogHandling negative news

Summarizes the story by answeringWhoWhatWhereWhenWhyHowWritten just like a newspaper article

ProsTraditional and expected media toolProvides crucial information in written formConHas become spamToo often places organizational priorities above those of target audienceIndividual pitches may be more effective

Know your mediaBe preparedMake it easy for reportersYoure always on the recordIts okay to not have all the informationGive up editorial controlDont ask to see a story in advanceMedia relationships are symbioticRespect deadlinesRespond NOW

Keep answers shortAvoid No comment! responseListen to each questionUse bridging to move closer to your objectiveUse anecdotes, analogies, simple statKeep body language in mind

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French term du jour of the dayNews value decline as a function of timeSignificant and interesting to allwhen dog bites man, thats typical. When man bites dog, thats newsNews is s/thg new, up to the minute, unusual, sensational or s/thg which will affect many people and is therefore in the public interest\

Understood b average personUse short sentences. Use short paragraphs. Use vigorous English, not forgetting to strive for smoothness. Be positive, not negative.Writing simply is extremely difficult

Fog Index by Robert Gunning to measure readability/simplicitySample +-100 words. Count the exact noDivide no of words by no of sentences Count the number of words of three or more syllablesStep 2 + step 3Multiply by 0.4 to calculate your Fog Index If 10 readers at least year 10. If above 12, writing will reach only highly educated audience. Above 15, most likely dont have audience

Over use of wordsLower socio-economic group the poorPrior to the commencement beforeWe anticipate we expectThe fact that thatMicroprocessor-based computer functions functions

What, where, why,how,when,whoPrint/electronic almost every story answer these 6 key points:What happenedWhere it took placeWhenHowWhy it occurredAnd to whom

Deadlines the latest possible time at which the media can accept materialMost morning n/paper put together between midday and around 10pm. Completed by 5pm6 pm TV news by 4 pm start editing and putting together the newsEmbargo giving the time b4 which the story cannot be published/broadcastEmbargoed until 9pm, Wednesday, July 6

Note key periods of days (Hari Raya, Chinese New Year, Deepavali, Christmas)Not advisable to release major new storiesSunday announcement/ news events receive major coverage on Monday mediaUse facsimile or e-mail to send material. Follow-up by phone

Media style familiarize. Placing materialIntro / lead -

Attribution all statements to the media must be attributed , president of the YXZ organization, En. Ali said. The XYZ organization has warned that if .Editorialising stick to facts and attribute all comments to a source a named person or the organisationElegant variation dont dress up simple ideas with mumbo jumbo

Abbreviations use all titles and terms in full on first usage; subsequent references can be abbreviatedCliches dont use cliches. Be original leave no stone unturned, put our shoulder to the wheelTautologies watch for repetition new innovation, hasten quickly, new initiativeAmbiguity watch for in joining up sentences and paragraphs Newspaper advertisement For sale, bulldog. Will eat anything. Very fond of children.

Punctuation dont over punctuate. Avoid colons and semi-colons and use commas only where necessaryOne idea to one sentence, and one main point to one paragraph.(25, 15-40)Quotable quotes look for simple, down-to-earth direct quotes to use in your media statements. Quotable quotes are picked up and used

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KOC3301/KOC3301 UNIT 6B MEDIA.ppt

KOMUNIKASI KORPORAT

MEDIA

Jenis Media Massa

Media cetak terdiri daripada sumber bertulis seperti surat khabar, majalah, buku, novel, dan bahan bertaip yang lain. Manakala media elektronik pula terdiri daripada televisyen, radio, internet, blog, telefon bimbit, dan sebagainya.

BERITA

Nilai-nilai berita (News Values):sesuatu yang biasa tetapi gah:- misalnya, berita yang melaporkan tentang bendera terbesar. sesuatu yang negatif dan bercanggah:- misalnya, berita yang melaporkan tentang ajaran sesat. sesuatu yang luarbiasa dan tidak diduga:- misalnya, berita yang melaporkan tentang tanah runtuh.

Sambg:

sesuatu yang berkaitan dengan budaya setempat:- misalnya, berita yang melaporkan upacara perayaan setempat yang unik. sesuatu yang jarang berlaku tetapi mempunyai frekuansi:- misalnya, berita yang melaporkan berhubung selebriti menderma darah.

Sifat-sifat berita:

Penting Lengkap Benar Cermat Cepat Objektif.

LENGKAP

What apakah yang berlaku atau akan berlaku? Where di mana ia berlaku atau akan berlaku? When bila ia berlaku atau akan berlaku? Who siapa sumber yang terlibat atau siapa pelaku? Why mengapa ia berlaku atau akan berlaku? How bagaimana ia berlaku atau akan berlaku?

Sumber- sumber Pemberitaan:

Sidang Akhbar (Press Conference) - di mana sesi soal-jawab berlaku.Faks/ Bahan bercetak (Fax/ Handouts) - apabila wartawan perlu menyaring.Panggilan Keluar (Call-out) - apabila wartawan menghubungi sumber/ figura.Wawancara (Interview) - apabila wartawan mewawancara sumber.

Sambg:

5) Panggilan masuk (Out-call) - apabila sumber/ figura menghubungi waratawan.Penterjemahan (Translation) - apabila wartawan hanya menterjemah di pejabat.7) Peninjauan (Surveillance) - apabila wartawan perlu meninjau mencari berita.

Sudut-sudut Pemberitaan (Brooks,1996)

Faktor Masa (Timeliness Factor) Faktor Status (Prominence Factor) Faktor Jarak (Proximity Factor) Faktor Kemanusiaan (Human Interest Factor) Faktor Kesan Berturutan (Consequential Factor)

Media elektronik

Media elektronik merujuk kepada alat sebaran yang menggunakan teknologi elektronik atau elektromekanik untuk dicapai pengguna seperti radio, televisyen, konsol permainan, komputer, telefon dan lain-lain.

TELEVISYEN

Televisyen merupakan satu medium yang amat berpengaruh yang berupaya untuk memujuk dan mempengaruhi penonton.Ia merupakan media yang mempunyai elemen audio dan visual.

Perkembangan Televisyen

Media ini mula diperkenalkan kepada masyarakat di awal tahun 1920-an di Amerika Syarikat. Di awal kemunculan media ini, memang terdapat banyak kontroversi yang tercetus ekoran dari ciptaan satu lagi media-massa. Pengkaji komunikasi membahagikan zaman kegemilangan televisyen kepada dua era 1952 1960 dan kedua, 1960 1980.

Sambg:

Bagi era pertama (1952 1960), ia dikatakan sebagai zaman kegemilangan televisyen kerana program-program yang diterbitkan terdiri dari pelbagai genre dan bermutu tinggi. Bagi era kedua 1960 1980, ia dikatakan zaman kegemilangan televisyen kerana program-program televisyen mula memaparkan isu-isu sosial, politik, ekonomi merupakan isu-isu yang real yang dihadapi oleh masyarakat.

Kesan Televisyen Terhadap Audiens

1 ) Keganasan Teori Pemupukan (Cultivation Analysis)

Apabila kita membicarakan tentang televisyen, kita tidak boleh lari dari membincangkan soal kesan keganasan program yang ditayangkan. Teori Pemupukan Budaya yang diperkenalkan oleh George Gerbner diwujudkan apabila beliau mengkaji elemen ini di televisyen.

Menurut Gerbner, apabila penonton didedahkan kepada suatu imej yang sama dari televisyen secara berulang-ulang, ia akan menyebabkan penonton membentuk satu pandangan umum yang selari dengan apa yang dilihatnya di televisyen.

2) Teori Kartasis

Menurut Joseph R.Dominick (1999), televisyen berupaya membentuk sikap, persepsi dan kepercayaan seseorang itu dalam proses sosialisasi. Mengenai isu kesan program TV yang ganas ke atas audiens, Surgeon Generals Report mendapati perdebatan mengenai isu ini menimbulkan satu perkara yang menarik iaitu fenomena kartasis. Kartasis atau juga dikenali sebagai sublimation bermaksud menonton adegan yang ganas dapat mengeluarkan atau memuaskan keinginan yang ganas dalam diri individu , yang akhirnya membawa kepada pengurangan rasa ganas itu.

MEDIA BARU : INTERNET

Internet atau lebih dikenali sebagai media baru adalah media hasil penggabungan beberapa teknologi dari media tradisional.

Ciri-ciri dalam media baru ialah ianya bersifat interaktif dan digital yang membezakan antara media tradisional. Selain itu, ia mempunyai sifat menyimpan maklumat secara digital, mengeluarkan dan menyebarkan maklumat. Media baru meliputi CDs, DVD, kabel, satelit tv, teknologi broadband.

ISU EKONOMI DIGITAL (INTERNET)

Ini mewujudkan fenomena media sejagat (global media). Beberapa isu yang timbul ekoran dari ledakan revolusi informasi iaitu :- (a) Wujudnya sistem modal kapitalis sejagat (global capitalism); (b) Isu akses kepada hak bersuara dan sistem demokrasi dunia siber;

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KOC3301/KOC3301 Unit 7 INTERN.ppt

Chapter 7Internal Communications

Communicating Internally

Changes in the environmentOrganizing the internal effortImplementing an effective internal communications program

Changing environment

Todays employee well educatedHigher expectationWant to understand moreOutsourceTodays workplaceTighter staffingLonger hoursGreater workloadsperformance

Changing Environment (cont)

BusinessComplexHighly competitiveEmployee participation inform, engage

Organizing the internal effort

Communication auditGoals important assetsWhere report?

Implementing an effective internal communications program

Communicate up and downMake time for face-to-face meetingsCommunicate onlineCreate employee-oriented publicationsCommunicate visuallyFocus on internal brandingConsider grapevine

How to Succeed with Employees

Create an atmosphere of respect.Treat employees as insiders.Build-up corporate loyalty: Ambassadors of Commitment.Capture more discretionary time.Increase two-way communications.Invest in decent publications.Listen to and use the grapevine.

The wicked leader is he who people despise.The good leader is he who the people revere.The great leader is he who the people say, We did it ourselves.

-Lao Tsu

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KOC3301/KOC3301 unit 8 IR.ppt

Chapter 8Investor Relations

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Definition of Investor Relations

The National Investor Relations Institute defines Investor Relations as:A strategic management responsibility that integrates finance, communication, marketing and securities law compliance to enable the most effective two-way communication between a company, the financial community, and other constituencies, which ultimately contributes to a companys securities achieving fair valuation.

Source: National Investor Relations Institute, NIRI Corporate Website www.niri.org, accessed August, 2007.

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Objectives of Investor Relations

The main goal of IR is to position the company to compete effectively for investors capitalTo achieve this, IR focuses on the following objectives:Explain the companys vision, strategy, and potential to investors and intermediary constituencies such as analysts and the mediaEnsure that the expectations of the companys stock price are appropriate for its earnings prospects, industry outlook, and the economyReduce stock price volatility

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IR Has Many Responsibilities

IR is responsible for a wide variety of investor activities, some regularly scheduled and others that arise on an as-needed basisRegularly scheduled activities include:Marketing the Brand to InvestorsAnnual ReportInvestor Meetings/ConferencesInternal Valuation ModelsQuarterly Reports & Conference CallsMaintenance of Website

Event-driven activities include:Investor TargetingCrisis CommunicationsMerger & Acquisition IssuesCross Border IR

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Nikes Investor Relations Website

Recent updates are clearly highlighted

Use of videos allows investors to get a better sense of senior management

Real-time stock quote

Ability for investors to customize their own page based on the info they want to see

Strong use of Nikes branding reinforces the brand image with investors

Links to company and investor information are accessible and simple

Investor press releases are easy to access and up-to-date

Source: Nike Corporate Website, www.nike.com, accessed August, 2007.

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IR Directly Impacts Stock Price

Corporate Investor Relations activity could account for as much as a 25% variance in a companys stock price, according to a recent studyStudy surveyed 243 buy-side investment professionals from leading mutual funds, pension funds and insurance firms82% believe good investor relations affects a companys valuationSuperb IR is associated with creating a median stock price premium of 10%Poor IR is associated with a median stock price discount of 15%

Source: Holmes Report, Investment Professionals Believe Communications Adds -or Subtracts- Value, July, 2007.

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Investor Relations Framework

Stock Price Cost of Capital Volatility Reputation

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KOC3301/KOC3301 UNIT 9A GovR.ppt

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DOING BUSINESS IN MALAYSIA

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MALAYSIA GlobalRanking

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Top 3 growth centres in emerging markets Deutsche Bank Research 2005Top 10 countries as a choice for business location TNS Global Reputation Survey 2005 Top 3 countries for Offshore Location Centres A.T.Kearney Annual Global Services Location Index, 2005

Top 5 countries for energy, finance and logistics in global shared services and outsourcing (SSO) Frost & Sullivan - SSO Hub Potential Analysis 200523rd most competitive economy in the world IMD World Competitiveness Yearbook, 2006

Kuala Lumpur is the cheapest city in the world to live in UBS Bank of Switzerland, 2006

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MALAYSIA Images of Malaysia

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The Location

In the Heart of South East Asia

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The City

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The City

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The People

Malaysia truly Asia

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MALAYSIA Malaysian Economy

GDP Growth 5.8% (2007 est.6%)Per Capita Income Euro 3,652Population26.1 millionWork Force 10.1 millionUnemployment 4%Inflation 3.7%Trade Surplus Euro 19.9 billionInt.ReserveEuro 56.8 billion

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MALAYSIA Strength of theManufacturingSector

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Multinational corporations from more than 50 countries have invested in over 5,000 projects in Malaysia's manufacturing sector.

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Foreign Direct Investment In Approved Manufacturing Projects (Euro Billion)

(Euro Bil.)

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Sources of FDI (Top 10 Countries), 2001-2006

COUNTRYINVESTMENTS(EURO MILLION)

USA3,499.6

JAPAN2,802.3

GERMANY2,772.2

SINGAPORE2,039.5

UNITED KINGDOM955.5

NETHERLANDS930.8

UNITED ARAB EMIRATES849.3

KOREA808.4

TAIWAN671.2

AUSTRALIA665.0

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MALAYSIA InvestmentOpportunities

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Targeted Sectors (Manufacturing)

High technology, capital intensive and knowledge driven industries:

Biotechnology Advanced electronics Optics and photonics Wireless technology Display technology (TFT, LCD, Plasma & parts) Petrochemical Pharmaceutical Medical devices ICT

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Industries manufacturing intermediate goods

Machinery and equipment Components and parts Moulds and dies

Resourced-based industries

Food ( Halal Hub ) Value-added products from oil palm biomass (particle board, MDF board, animal feed)

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Targeted Sectors (Services)

Operational Headquarters (OHQ) International Procurement Centre (IPC) Regional Distribution Centre (RDC) Regional Office (RO) Representative Office (RE) Integrated Logistic Services (ILS) Integrated Market Support Services (IMSS) Integrated Central Utility Facilities (CUF)

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MALAYSIA InvestmentIncentives

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Foreign companies could consider the establishment of the following:

Services Sector

Representative OfficeRegional OfficeOperational Headquarters (OHQ)Regional Distribution Centre (RDC)International Procurement Centre (IPC)

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Incentives Granted forOHQ, IPC & RDC

Full income tax exemption for 10 years

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High Technology projectsStrategic Projects

Manufacturing Sector

Foreign companies could consider the establishment of manufacturing operations in the promoted areas of:

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Incentives Granted

Pioneer Status (PS) with income tax exemption up to 100% for 5 to 10 years; or Investment Tax Allowance (ITA) up to 100% for 5 years. Allowance can be offset against 100% of statutory income. Customised Incentives - granted on request of the company and the merits of each case

Reinvestment Allowance of 60% for a period of 15 years (For reinvestment). Duty exemption on raw materials and machinery and equipment

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MALAYSIA Liberal InvestmentPolicies

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Foreigners are allowed to hold 100% equity ownership.

Equity Ownership

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Employment of Expatriates

Foreign companies are allowed to bring in expatriate personnel to hold -key posts (posts that are permanently filled by foreigners) - term posts (posts that are filled by foreigners for a period of 1-5 years)

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Fast Track approval Pre-Packaged CommitteeCabinet Committee on High Impact Projects (Chaired by the Hon. Deputy Prime Minister)

Approval Process

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Project Implementation Coordination Unit (PICU) in MIDA will monitor and render assistance to expedite the implementation of approved manufacturing and services projects.

Special project officers are appointed to hand-hold and assist investors in obtaining all necessary approvals until projects are operational.

Implementation of Projects

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MALAYSIA Why Malaysia?

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Political and Economic StabilityStrong Government support including liberal investment policies and attractive incentives (Tax and Non Tax) Liberal Investment PoliciesTransparent PoliciesSecurity of Intellectual PropertyWell Developed InfrastructureMulti Racial (Malays, Chinese and Indians)Trainable, Educated and English Speaking WorkforceHarmonious Industrial RelationsQuality of Life Good Track RecordMember of ASEAN

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Do it in MalaysiaYour Profit Centre in Asia

When you want to do business in Asia

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MALAYSIA What ForeignInvestors Says

Appendix

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FLEXTRONICS * PHILIPS * SHELL * UNILEVER * BASF * IKEA * NESTLE * AGILENT TECHNOLOGIES * BP AMOCO HITACHI * ELEKTRISOLA * MOTOROLA * SAMSUNG KOMAG * ERICSSON * SONY * MATSUHITA * INFENION BMW * DAIMLERCHRYSLER * MIECO * PHILLIPS ROBERT BOSCH * IDEMITSU * SHARP * TORAY ..

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We believe that a strong global network is a very important competitive advantage in the logistics industry and Malaysia is a key market in the Asian Region, Malaysia's continuous growth and the transition of the Malaysian economy into an export-driven economy, spurred on by high technology, knowledge-based and capital-intensive industries proved our decision to be right."

SCHENKER

Reiner Allgeier, Managing Director, Schenker Logistics (Malaysia) Sdn Bhd.

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Since entering Malaysia, BMW has developed a strong platform, complemented by the professional support and commitment shown by our partners here in Malaysia. With a strong and stable political climate, some of the best infrastructure in the region and a large talent pool, Malaysia serves as a firm base for the BMW Group's growth plans in Asia. The establishment of the Regional Parts Distribution Centre in Port of Tanjung Pelepas, Johor Darul Takzim in August 2004 represents the introduction of a key regional role for BMW Group Malaysia. The Regional Parts Distribution Centre supports the BMW Group by the speedy distribution of parts and accessories throughout the Asia-Pacific markets, providing premium customer service.

BMW

Wolfgang Schlimme Managing Director BMW Group Malaysia

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Malaysia is an excellent place for do business. The Malaysia government has shown exemplary support through excellent infrastructure development and a good education system that allows us to employ a high quality workforce. There is in existence a large pool of component suppliers in Malaysia, thus we have transferred from Singapore and established an International Procurement Office here for sourcing parts to other Sony companies worldwide. Malaysia's political and economical stability has been and will continue to provide and ideal investment climate for us to prosper. The establishment of business-friendly laws and policies has helped us to remain at the competitive edge of the local and global market.

SONY

Koichi Nakamura The Malaysian Representative of the Sony Group of Companies in Malaysia.

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DaimlerChrysler Malaysias 250 employees with their unique skills and creativity provide the high-quality workmanship expected by our customers. With a well-developed infrastructure and an educated and productive workforce in place, the company is set to take the Mercedes-Benz brand and heritage to newer heights.Malaysia offers numerous advantages to investors. The Malaysian government is committed to improving the investment environment in the country especially its continuous support and efforts in developing the country as one of the automotive hubs in the ASEAN region. We have made the right decision to invest in Malaysia and we look forward to further expanding our investments to complement the growth of Malaysias automotive industry.

DAIMLERCHRYSLER

Frank Steinler President & CEO DaimlerChrysler Malaysia Sdn. Bhd.

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The governmental policies that are put in place encourage growth and promote investments in a stable political climate. Malaysia has a well-developed infrastructure and strong industrial linkages with supporting industries, thus providing an excellent business environment. In addition, the workforce is educated and productive. All these make Malaysia an ideal choice for investments.

ERICSSON

Mats H. Olsson President & Country Manager Ericsson Companies in Malaysia

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KOC3301/KOC3301 UNIT 9B GovR.ppt

Chapter 9Government Relations

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Managing Government Affairs

The development of a regulatory environmentEffects of regulation on businessPresidential involvement in businessBusiness begins to manage governmentModern government affairs offices

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Functions of DC Office

Development of company position on issuesLobbyingAdministration of PACsOrganize grassrootsEducation of employees

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Legislative Issues

EnvironmentForestryTax & TradeHuman ResourcesEnergy, Transportation, etc.

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KOC3301/KOC3301_sinopsis.docPAGE

COURSE TITLE

: INTRODUCTION TO CORPORATE COMMUNICATION

(Pengenalan Komunikasi Korporat)

COURSE CODE

: KOC 3301

CREDIT

: 3(3+0)

TOTAL LESSON HOURS : 120

PREREQUISITE

: None

LEARNING OUTCOME: Students will be able to:

1. point out the corporate communication practiced by

organizations (C4)

2. state the corporate communication strategy practiced by organizations (P2)

3. justify corporate communication practices based on case

studies of organizations operation (A3)

4. manage communication information according to the organization members (LL)

SYNOPSIS

: This course covers the concept of corporate communication,

factors affecting the development of corporate communication,

process and practice of strategic communication, functions of

corporate communication, management of identity, image and

reputation, corporate advertising, media relations, process and

network of internal communication, investor relations,

government relations, and management of crisis

communications

(Kursus ini merangkumi konsep komunikasi korporat,

faktor yang mempengaruhi perkembangan komunikasi

korporat, proses dan amalan komunikasi strategik, fungsi

komunikasi korporat, pengurusan identiti, imej dan reputasi,

periklanan korporat, perhubungan media, proses dan

rangkaian komunikasi dalaman, perhubungan pelabur,

perhubungan kerajaan, dan pengurusan krisis komunikasi).

CONTENT

Face to Face

Lecture Hours

LECTURE:

1. Introduction to corporate communication

6

- fundamentals of corporate communication

- importance of corporate communication

2. Factors that influence the development of

corporate communication

3

- Development: Past and present of corporate

communication

Changes in environment that influences corporate communication

3. Functions of corporate communication

3

- the structure of corporate communication

functions

- technical functions of corporate communication

- managerial functions of corportae communication

4. Identity management, organizations image and 6

reputation

- the importance of identity, image and reputation

- Identity, image and reputation model

5. Corporate advertising

3

- the importance of corporate advertising

- evaluating corporate advertising

6. Media relations

6

- the importance of media relations

- effective press conference

7. Internal communication process and network

6

- the impotrnace of internal communication

- employees communication model

8. Investor relations

3

- importance of investor relations

- investor relations model

9. Government relations

3

- importance of government relations

- influencing public policy through

government relations

10. Crisis communication

3

- importance of communication in time of crisis

- handling media during crisis

Total

42

EVALUATION

: Coursework

60%

Final Exam

40%

REFERENCES

:

1. Argenti, P. (2007). Corporate communication. 4th ed. Boston: McGraw-Hill.

2. Van Riel, C.B.M (1995).Principles of corporate communication. 2nd ed. London: Prentice Hall

3. Cornelissen, J. (2004). Corporate communication: Theory and practice. London: Sage Publications.

4. Fernandez, J. (2004). Corporate communication: A 21st century primer. Thousand Oaks: Sage Publication.

4. Muhamad Rosli Selamat (2001). Pengenalan komunikasi

korporat. Shah Alam: Malindo Publication.

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DOING BUSINESS IN MALAYSIA

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