appeals procedure, 414

downward communication, 403

electronic mail, 406

e-mail, 406

employee assistance programs (EAPs) ,415

employee attitude surveys, 413

employee feedback programs, 413

employee recognition programs, 418

employee relations policies, 400

employee relations representatives, 400

informal communications, 411

information dissemination, 404

knowledge workers, 403

management by walking around (MBWA), 412

multimedia technology, 409

nepotism, 404

social networking, 408

teleconferencing, 406

upward communication, 403

voice mail, 406