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Language and Business

International Communication Strategies in Saxon Small and Medium-Sized Companies

Language and Business
Über dieses Buch
  • Art: Dissertation / Doktorarbeit
  • Autor: Sylvia-Michèle Sternkopf
  • Abgabedatum: Juli 2004
  • Umfang: 381 Seiten
  • Dateigröße: 2,0 MB
  • Note: 1,0
  • Institution / Hochschule: Technische Universität Chemnitz Deutschland
  • ISBN (eBook): 978-3-8324-8161-2
  • ISBN (Paperback) :
    978-3-8324-8161-2 P
  • ISBN (CD) :978-3-8324-8161-2 CD
  • Sprache: Englisch
  • Prämierung:
  • Arbeit zitieren: Sternkopf, Sylvia-Michèle Juli 2004: Language and Business, Hamburg: Diplomica Verlag
  • Schlagworte: international marketing, communication sciences, foreign markets, internet, advertising

Dissertation / Doktorarbeit von Sylvia-Michèle Sternkopf

Abstract:

Small and medium-sized enterprises (SMEs) are the backbone of the German economy. Against the background of continuing globalisation, they are increasingly faced with the challenge of internationalisation. This study was designed as an empirical investigation of how well SMEs in the federal state of Saxony are prepared for this task of the future, which measures they take in order to market their products and services in the global marketplace, and it tries to identify their strengths and weaknesses in this respect. The very nature of this thesis is thus a truly interdisciplinary approach, investigating marketing aspects as well as linguistic factors.

The main focus was on the language small and medium-sized companies use for their international communications. English has long become the lingua franca of the globalising economy, and this study set out to investigate how well SMEs are prepared to meet the linguistic requirements imposed on them by global business. Enterprises in the new German states are widely believed to be disadvantaged with regard to their communicative competence in English, since English played only a minor role for decades, but has risen to decisive significance within the past couple of years, taking many companies and their employees by surprise, finding them not as well prepared as their colleagues in the old German states.

Still, finding their way to the new export markets in Western Europe, the Americas and Asia are vital for the survival of Saxon economy, and communicative competence in English as the lingua franca of international business is the major prerequisite for achieving this objective. Corporate communicative competence involves various aspects, including the foreign language skills of the employees – covering the entire range of linguistic skills from oral communication including listening and speaking, giving presentations or participating in negotiations to writing skills ranging from reading and writing of various text types, including media literacy.

Apart from the personal linguistic competence of the employees, the „corporate“ linguistic competence of the company also plays a major role for the perception of the company on its international markets. Therefore this study focused on investigating how well SMEs present themselves in their corporate literature and on the internet, which instruments from the wide-ranging selection of marketing tools hey apply for communicating with international markets and how the linguistic quality of their international market communications can be assessed.

The objective is to provide small and medium-sized companies with a tool to maximise the effects of their international communication efforts based on the analysis of the current state of the art and on the evaluation of previous studies in this field. Theories from the field of functional stylistics provide a useful scope for such an approach.

Although the aim of this study is not to establish normative requirements with regard to how corporate advertising literature should be written, a functional style analysis will provide the basis for suggestions of what could be improved with regard to the functions these text types have to fulfil. These suggestions will be based on a comparison of the established features of the text type of advertising copy with the linguistic features actually used by Saxon SMEs in their marketing materials.

It is suggested that the implementation of the concept of the communications consultant will be one efficient way to improve international communication management in small and medium-sized companies. By analysing communicative tasks in SMEs and by providing a theoretical background, the concept of the communications consultant will be put on a scientific basis, and the need for professional support in international communications for SMEs will be underlined.

The idea of the communications consultant actually sparked this entire study. After reading Zeh-Glöckler's study on English in Saxony and contemplating the concept of the Sprachenberater she suggested, I compared her findings with my practical experience from everyday communications in Saxon SMEs and developed the idea that the concept of the language consultant might be put on an even wider footing, serving as a true communications consultant.

The major difference between these two concepts is that the communications consultant has a stronger focus on marketing, taking responsibility for all aspects of international marketing communications. Therefore I designed a questionnaire dealing with a great variety of factors influencing and determining the international marketing strategy of a company and then linked the results to linguistic theories in an interdisciplinary approach. The actual feasibility and possible ways of implementing the concept of a communications consultant will be discussed in the final chapter of this thesis, taking the findings from the questionnaire and the linguistic analysis into account.

Table of Contents:

1. Scope and Objectives 9
1.1 Objectives of this thesis 9
1.2 Methodology 11
1.3 Structure of this thesis 13
PART I DISCOURSE ANALYSIS OF MARKETING COMMUNICATIONS 15
2. rofile of participating companies 16
2.1 Mittelstand“ in Germany 16
2.2 he selection of the sample 17
2.2.1 he region of South West Saxony 17
2.2.2 he selection process 18
2.2.3 Definition by sector 20
2.2.4 Definition by size 21
2.2.5 Definition by year of foundation 22
2.2.6 Definition by headquarter 22
2.2.7 Definition by export activities 22
2.2.7.1 Internationalisation process 22
2.2.7.2 Export rates 23
2.2.7.3 Development of export rates 24
2.2.7.4 Export and import countries 25
2.2.7.4.1 Export countries 25
2.2.7.4.2 Import countries 27
3. Globalisation and Marketing Strategies 28
3.1 Benefits and threats of a globalising economy 28
3.2 The marketing mix as the foundation of global marketing 30
3.2.1 Product 32
3.2.1.1 Product portfolio 32
3.2.1.2 Product appearance 32
3.2.1.3 Pre- and after-sales service, planning, training, assembly 33
3.2.2 Price 34
3.2.3 Distribution 35
3.2.4 Communication 36
3.3 Planning and cooperation 37
3.3.1 Professional planning 37
3.3.2 Institutional partners 40
3.3.2.1 Bfai (Federal Agency for Foreign Trade) 41
3.3.2.2 IHK 42
3.3.2.3 AHK 42
3.3.3 Private service providers 44
4. International Communications and English as a Lingua Franca 46
4.1 The significance of English as a lingua franca 46
4.2 English in everyday business 50
4.3 Responsibilities for English language tasks 52
4.3.1 Translation tasks 52
4.3.1.1 Linguistic background of translation 52
4.3.1.2 Translation practice in SMEs 54
4.3.1.3 Bridging the gap between content and style 62
4.3.2 International contracts 64
4.3.3 Negotiations 64
4.3.4 Looking after international guests 65
4.3.5 International trade fairs 66
4.3.6 Presentations 66
4.3.7 Business correspondence and telephoning 66
4.3.8 Media relations 67
4.3.9 English version of the internet presentation 67
4.3.10 Summary responsibilities 68
4.4 Command of English of employees and executives in Saxon SMEs 70
4.4.1 Command of English of the people in charge of international communication tasks 70
4.4.2 The „English-Gap“ between East and West Germany 71
4.4.3 A positive outlook 72
4.4.4 English language training in SMEs 73
4.4.4.1 Language training as part of the personnel development strategy 74
4.4.4.2 Analysis of the current situation 75
4.4.4.3 Definition of goals 75
4.4.4.4 Solutions 78
5. Marketing and advertising 80
5.1 Marketing as discourse 80
5.2 The significance of marketing instruments in SMEs 82
5.2.1 Trade fairs 83
5.2.2 Direct marketing 84
5.2.3 Media relations 85
5.2.4 Sales agents 86
5.2.5 Print advertising and online promotion 87
5.2.6 PR and events 88
5.3 National and international marketing spending 90
5.3.1 General results 90
5.3.2 Exact spending on individual marketing tools 94
5.3.2.1 Trade fairs 94
5.3.2.2 Sales literature 95
5.3.2.3 Internet 96
5.3.2.4 Print advertisements and media relations 98
6. Trade Fairs 100
6.1 Importance of trade fairs for Saxon SMEs 100
6.2 Benefits of trade fairs 101
6.3 Cost factors 103
6.4 Common flaws in trade show presentations 104
6.5 Effective use of trade fairs as a platform of communication 106
6.5.1 Preparation 106
6.5.2 Presentation at the stand 108
6.5.3 After the fair 115
6.6 Domestic vs. international trade fairs 118
7. Advertising and Sales Literature in Saxon SMEs 121
7.1 Function of sales literature 121
7.2 Types of sales material in SMEs 122
7.3 International sales literature 127
7.4 Intercultural adaptation 128
7.4.1 Awareness of intercultural differences 128
7.4.2 Guidelines for intercultural adaptation 130
7.4.3 Intercultural adaptation of concept and style 133
7.4.4 Adaptation of product names 134
7.4.5 Visual adaptation: symbols and colours 136
7.5 Summary 138
8. Internet and Online-Promotion 139
8.1 Theoretical and linguistic background 139
8.1.1 The Internet as the communication tool of the future 139
8.1.2 The language of the internet 141
8.1.2.1 General observations 141
8.1.2.2 Structure and navigation 144
8.1.2.3 Style and readability 146
8.1.2.4 User-friendliness 148
8.1.2.5 Scannability 150
8.1.2.6 Conciseness 151
8.1.2.7 Objectivity 151
8.1.2.8 Credibility 151
8.1.2.9 Graphics 153
8.2 Practical analysis: international online marketing in Saxon SMEs 156
8.2.1 Online marketing strategy 156
8.2.1.1 Retrievability 157
8.2.1.2 Areas of use of the world wide web 162
8.2.1.3 Keeping the website up to date 163
8.2.1.4 E-commerce and online shops 164
8.2.1.5 E-Mail campaigns 167
8.2.1.6 Linguistic localisation 169
8.2.1.7 Cultural adaptation 173
9. Media Relations 177
9.1 Building successful relations with the media 177
9.2 International media relations 181
9.3 Guidelines for successful media relations 182
9.3.1 The media database 182
9.3.2 The text type 'press information' 183
9.3.3 The right perspective 185
9.3.4 The right manner 188
9.3.5 The press kit 190
9.4 Benefits of professional media work 191
PART II SEMIOTIC AND LINGUISTIC ANALYSIS OF PROMOTIONAL LITERATURE
10. Functional Analysis of Advertising
10.1 Conveying information 194
10.2 Motivating the customer to buy 196
10.3 Reinforcing the decision to buy 199
10.4 Socialising 199
10.5 Entertaining 199
10.6 Strategies to achieve the communication objectives 200
11. Linguistic and Semiotic Analysis of Advertising 204
11.1 Linguistic features of the language of advertising 204
11.1.1 Functions of advertising language 204
11.1.2 Functional and practical stylistics of advertising language 210
11.1.3 Lexical features of advertising language 211
11.1.4 Grammatical and syntactic features of advertising language 215
11.1.4.1 Syntactic features 215
11.1.4.2 Spelling 217
11.1.5 Ambiguity in advertising language 220
11.1.5.1 Semantic ambiguity and puns 220
11.1.5.2 Syntactic ambiguity 225
11.1.5.3 Ambiguity of reference 225
11.1.6 A Pragmatic approach to the language of advertising 226
11.1.7 An illustrative linguistic analysis of headlines 227
11.1.7.1 Stylistic features of headlines 228
11.1.7.2 Linguistic peculiarities of headlines 229
11.2 A semiotic analysis of visual communication in advertising 235
11.2.1 Functions and visual rhetoric 235
11.2.2 Types of visualisation 238
11.2.3 Other visual elements 241
11.2.3.1 Corporate Design 241
11.2.3.2 Colours 242
11.2.3.3 Fonts 244
12. A Linguistic Analysis of International Sales Literature in Saxon SME's 246
12.1 Evaluation of samples 246
12.2 Qualitative sample analysis 253
12.3 Analysis of individual criteria 262
12.3.1 Perspective 262
12.3.2 Use of pronouns / referents 265
12.3.3 The title 266
12.3.4 The headline concept 267
12.3.5 Subheads and captions 268
12.3.6 The slogan 268
12.3.7 Stylistic devices 269
12.3.8 Syntax 270
12.3.9 Register 271
12.3.10 Spelling and grammar 273
12.3.10.1 Spelling and punctuation 273
12.3.10.2 Grammar 275
12.3.11 Conventions 275
12.3.12 Interference 276
12.3.12.1 Lexical interference 276
12.3.12.2 Syntactic interference 278
12.3.13 Visual appearance, scannability, use of photos 279
12.4 Summary 281
PART III MERGING RESULTS
13. Conclusion: International Communication in Saxon SMEs and the Functions of a Communications Consultant 284
13.1 Management of international communication tasks in Saxon SMEs 285
13.2 Areas of improvement from the companies' perspective 287
13.3 Comparison with the communicative needs defined in this study 288
13.4 The concept of a „resource“ or communications consultant 289
13.5 Executive summary 296
Zusammenfassung der Arbeit auf Deutsch 297
Appendices
Appendix I: Blank questionnaire used as a basis of the empirical investigation 309
Appendix II: Questionnaire with results 316
Appendix III: Linguistic analysis of 24 sample brochures 232
Bibliography 354
List of Abbreviations 378

Automatisiert erstellter Textauszug:

215 11.1.4. Grammatical and syntactic features of advertising language 11.1.4.1. Syntactic features Sauer characterises the syntax typical of advertising language as follows: “An syntaktischen Erscheinungen sind zwei kontrastierende Tendenzen auffällig, nämlich Verkürzung und Ellipse einerseits, Parallelen und Wiederholungen andererseits.“299 Annikki Koskensalo speaks of "Hackbrettstil"300 and Geoffrey Leech uses the term "block language"301 for the syntactic structure of advertising language, referring to the kind of disjunctive and abbreviated grammar typical of advertising copy. Block language can be compared to the language characteristic of headlines, providing only lexical words conveying meaning and omitting grammatical function words of low information value. Typical features of abbreviated grammar are the use of the infinitive with future meaning, the use of the past participle as an indicator of the passive (the auxiliary form as a mere function word being omitted) and the use of the present participle denoting the present continuous (again omitting the auxiliary verb form for the sake of shortness). From a syntactic point of view, the omission of function words and determiners results in incomplete sentences, also referred to as ellipses. Both Leech and Goddard identify ellipses as typical of impromptu speech302. Downing and Locke note that "in conversational exchanges in English, minor clauses and abbreviated clauses play an important part in their ability to realise initiations (offers, commands, statements or questions) and responses to initiations."303 Goddard compares ellipses to a kind of "shorthand" and claims that "advertising language often attempts to reproduce the elliptical nature of spoken language in order to establish closeness with the reader."304 [...]

214 This process of semantic changes due to an advertising discourse is nothing new.291 One of the keywords of modern advertising, luxury, has undergone a significant process of semantic amelioration. In its earliest sense after having been borrowed into the English language in the fourteenth century, the word luxury had the predominant meaning of sinful self-indulgence292, usually sexual in nature, and was associated with lasciviousness and lust. Against the background of the hedonistic culture of Western society, these formerly negative connotations have adopted a favourable flavour, and "luxuries have been converted into necessities"293. Thus, semantic change reflects the morale and attitudes of society. Euphemisms are particularly prone to semantic change, especially when used in the fast-living world of advertising. Whereas blend, scent and flavour are the preferred synonyms for mixture, smell and taste today, their latter profane counterparts were used in a positive meaning only some decades ago.294 Especially with the marketing of products that require a certain level of explanation, such as computers or other electronic and technical devices, advertisers increasingly make use of a new style hybrid termed "advermation style",295 defined as a blend of advertising and information. "Claims made in such discourse may relate to desirable aspects which encourage purchase…as much as the dissemination of information."296 In this jargon, specialist terms feature particularly frequently. The language is largely descriptive and it uses "a rhetoric of numbers applied to complex specialist terminology"297 that may well be not understood by the non-expert recipient. "Neben der Information kann diese Art des Fachwortgebrauchs auch eine Autoritätswirkung ausüben. Der Autor kann durch das Einfügen von Fachwörtern einen vorhandenen oder vorgetäuschten Wissensvorsprung … ausspielen und so seinem Urteil oder seinen Anregungen einen größeren Nachdruck verleihen."298 To balance this effect, the descriptive elements of language are often sizzled up with evaluative adverbs, comparative and superlative forms, informal style of speech as well as metaphoric language and personification. [...]

210 11.1.2. Functional and practical stylistics of advertising language These functional requirements described above result in a functional advertising style, which is determined by the correlation of exophoric determinants such as the fields of application, the relationship between sender and recipient, the modes of communication and the social functions of this text type on the one hand and typical modes of use on the other. Against the background of a "discourse of advertising"275, it becomes obvious that the linguistic features of advertising cannot be described without reference to the situation in which this text type occurs. Thus, the heavy use of the pronoun you276 cannot be seen in isolation from the appellative character of adverts, with the sender trying to present a personal appeal to the recipients in order to persuade them to ultimately buy their product277. The pseudo-personal appeal of the pronoun you must be considered in conjunction with the media of mass communication, which are the major mode of distributing advertising messages. Although every recipient knows that you actually refers to an audience of many millions of people, they are still inclined to believe that they are personally being addressed. Furthermore, the predominance of positive grammatical forms and lexical items with a favourable meaning can be traced back to the social function of motivating the recipient to follow the instructions of the sender and to go and buy these products. This peculiarity can also be seen in relation to the pragmatic nature of advertising texts as acts of persuasion, which naturally focus on a favourable way of presentation. Thus, the functional style of advertising language, whose characteristic features are outlined below, sets the guidelines for practical stylistics, describing – rather than prescribing – what advertising language should be like. It is a matter of fact that, in spite of the much-appraised creativity of the text type of advertising language, it follows a fairly narrow scheme of linguistic features which make advertising copy easily recognisable as such and provide the recipient with a guideline of how to interpret the statements and how to deal with such texts. By not adhering to these [...]

Arbeit zitieren:
Sternkopf, Sylvia-Michèle Juli 2004: Language and Business, Hamburg: Diplomica Verlag

Schlagworte:
international marketing, communication sciences, foreign markets, internet, advertising

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