4538_bpa chapter four automation in business communication.ppt

In business, communication is everything !

Objectives Importance of automation in business

communicationImpact of automation on business

communicationFramework for automating processes for

business communication

Agenda

Technology based communication deliveriesEffects of automation on organizational

environment and on individualsCriteria for selection of technology for the

meeting of specific task of communicationReturn on investment from the use of

technology in business communication

Usage of TechnologyVoice Communication – Telephone – Fixed,

wireless, WLL, net telephony, VOIPData communication – Fax, Telex, Pager, e-

mails, PDA’sSome devices however are used for both the

purpose of voice and data transmission and the difference between the two is blurring.

Interdependence- Digital convergenceor technological convergence

Voice and Telephone communicationTelephone communication – real time in

natureVoicemails used by business houses for

dispensing information and sub menus in automatic answering machines. eg- ICICI bank

Cell phones are overtaking fixed lines due to convenience and other value added features in Mobile telephony

AdvantagesAccessibilityUbiquityTimeStorage of informationE-mail messagesRedirection and answering servicesDual linesInternational callsMode of Marketing communication

Disadvantages

Transience. Listeners quickly forget the crux of the matter being told and what they hear.

Distortion of messages.

Other Communicating devicesFax machinesDesktopsLaptopsPDA

Palm Pilot OSMS Pocket PC OS

Auxiliary products: used in conjunction with the computers to enhance the usability, functionality and image of the business.

Digital camera Scanner Wireless transmission

Internet

Some Organizations that implemented..Supplier performance evaluation:

E-commerce:

Supply chain efficiency :

Audio conferencing

Architecture for audio conferencing

Video conferencing

AdvantagesManaging a large companyVirtual teamsConducting training sessionsConducting knowledge management sessionsAccess to remote expertiseSupply chain management

Web conferencingSystems that allow numerous users to

connect via a network and have real time discussion

Several varieties depending upon groups like topics or purpose of meeting etc

High network bandwidth is a pre requisite for audio/video conferencing and sharing of video files (groupware)

Architecture of web conferencing

Types of web conferencingOnline Bulletin board/message board/online

web forumsGroup e-mail listExpedite the sale closure:Expedite the decision-making processother uses like sales presentations, product

demonstrations, training, meetings between geographically dispersed team members, and brainstorming sessions.

IM - Instant Messaging It is almost a real-time communication, which

is simple and user-friendly;It is also instantaneous, easy to use, and

cheapHelps in multi-tasking and collaboration as

many people can chat at the same time with one another.

Best practices sessions through IMFormal versus informal communication

channel

Concerns over usage of IMSecurityCross-platform compatibility.

EmailsUsually formal channel of communicationSender Gateway Receiver (Software

used in moving is called transport)E-mail etiquettes are still developing with

many organizations have already developed some

Effect of Automation in Business Communication

Distance no longer a barrierFlat organizational structure Increased transparency and reduction in “information

float”Faster communication leading to faster decision

makingMultiple sources leading to focus on quality

informationQuicker implementation of communication dependent

projectsVirtual teams

Downside of automationTechnophobiaInformation overloadLess time for personal activitiesUnsocial Behaviour

Factors affecting automation in Business Communication

available technology, skill level of employees and business needs

Factors affecting choice of technology

Objective : provide information, persuade, collaborate

Business Imperatives: eg-mass communication and broadcasting

Audience: number, status, level of understanding etcNature of message : degree of confidentialityTime in transitTechnology and usage CostPresentation needs

Automation results in…

ROI

Thank you