1. Action Research Proposal LaTrisha Pennington Edu 671: Fundamentals of Education Research Dr. Newton Miller March 14, 2016

2. The focus statement of this research is to create Training workshop, and communication to improve customers and corporate communication. »Focus on Better Assistance »Improving Corporate Communication Focus Statement

3. Explanation of Problem Customer Service Agents are face of many companies in America, especially in the Airline industry. –CSA are the in the airline industry are lacking the support, training, in the industry today. –We want to changes that today.

4. Old vs. New Methods Old Methods Daily Briefing –Emails New Methods Social Communication –Google Apps

5. Research Question Do you believe effective communication is important in a business corporation? Why? In what can effective communication enhance the way a business corporate is operated? Could better communication enhance the relationship between the people inside of a business corporation?

6. Intervention or Innovation Transforming old methods and utilizing new methods –Replacing Emails with Google Apps Google Hangout- Google Drive- Sharing files with in Minutes Company Employee Training Tracker Records

7. Group Membership –Station Manager/Team Lead Years of Experience as a CSA Demographic Background History (Education)

8. Negotiation Obstacle this may face –Lack of participates –CSA are unwilling to complete the research –Overwhelm of new changes Negotiation –Working as a Team, not against the system Better services

9. Timeline Three - Four weeks – of interview, observations 1 ½ hour –Training session Two weeks –1 ½ hour

10. Part II Timeline Week 1 : Gather information about each person. (Pre-Assessment) Week 2: Discussion how each CSA feelings toward the company operation. Week 3: Discuss ways to improve, while implement new methods. Encourage another throughout the process. Week 4: Putting new method into action, and completing Post assessment

11. Statement of Resources Display of current data –Providing facts on the existing method How the old method, limiting communication –Google Apps New Methods, of sharing Data –Sharing Files, and creating data using various forms

12. Data Collection Ethics – “None” is not an option. There are always ethical considerations, some smaller/larger than others. Confidentiality · Keeping all personal information confidential and private, · This research will have each person in gender and age group. While using color code to identify each group and gender.

13. Data Collection Quantitative /Qualitative – Observation –Pre/Post Test –Group/Individ ual Interviews –Questionnaire s

14. Reference Mills, Geoffrey. E. (2014). Action research: A guide for the teacher researcher (5th ed.). Boston, MA: Pearson Education, Inc.. Simonsen, H. (2009). Communication policy, corporate language policy and corporate information portal. Journal of Communication Management, 13(3), 200-217. doi:http://dx.doi.org/10.1108/1363254091097666 2 Tucker, P. (2015, April 10). Behaviors of the Most Effective Corporate Comms Teams. Retrieved February 13, 2016, from http://www.edelman.com/post/behaviors- effective-corporate-communications-teams/ http://www.edelman.com/post/behaviors- effective-corporate-communications-teams/ Winfrey, G. (2014, November 14). 10 Ways to Build a Strong Team (Infographic). Retrieved February 12, 2016, from http://www.inc.com/graham-winfrey/10-ways-to- improve-internal-communication.html http://www.inc.com/graham-winfrey/10-ways-to- improve-internal-communication.html