Financial services companies need to create awareness around their value offering of
intangible services in the market and use advertising campaigns to achieve this awareness
and subsequent sales. The study looks at the starting point in the creation of an
advertising campaign i.e. the briefing process between the financial services company and
the advertising agency. In this process people from different disciplines and different
environments communicate and interact with one another, providing opportunities for
misunderstanding and misinterpretation.
The brief is taken as the illustrative point in the interaction between the two parties and is
posed as the epitome of all communication between these two. By evaluating the
communication process the study looks at gaps and provides suggestions on how to best
manage this interaction as concluded from insights provided by data acquired through a
mixed method incorporating quantitative online surveys and qualitative one-on-one
interviews with employees from both the financial services company and the advertising
The study furthermore looks at the briefing template as the formal document and "contract"
between the financial service company and the advertising agency and proposes the
structure and required content for such a brief. The potential pitfalls in each of the
proposed sections of the briefing template are investigated in terms of the Service Quality
Gap Model; thus leading to a recommended protocol a briefing template along with the
management thereof by the financial services company which is the way forward as
proposed in the study.
Mini Dissertation (MPhil)--University of Pretoria, 2016.