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Networked Communication Networked Communication ApplicationsApplications

Copyright 1997 Panko

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Importance of CommunicationImportance of Communication

The Manager’s dayThe Manager’s day

25%25% In conference roomsIn conference rooms 30%30% In other face-to-face meetingsIn other face-to-face meetings 5%5% On the telephoneOn the telephone 25%25% Reading and writingReading and writing 85%85% Total communicationTotal communication

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Historical PerspectiveHistorical Perspective

1950s, 1960s, 1970s1950s, 1960s, 1970s We focused mostly on clerical supportWe focused mostly on clerical support But only 1/3 of employment, 1/4 office salariesBut only 1/3 of employment, 1/4 office salaries

1980s1980s The PC eraThe PC era Focused on stand-alone managerial and Focused on stand-alone managerial and

professional workprofessional work But most managerial and professional work is not But most managerial and professional work is not

stand-alonestand-alone

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Historical PerspectiveHistorical Perspective

1990s1990s

Networking is explodingNetworking is exploding

Focusing on managerial and professional Focusing on managerial and professional groupworkgroupwork

Redesigning cross-unit functions (Chapter 11)Redesigning cross-unit functions (Chapter 11)

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Keyboard-Based ToolsKeyboard-Based Tools

Electronic Mail (E-mail)Electronic Mail (E-mail)

Computer conferencingComputer conferencing

GroupwareGroupware Focus on groups rather than individualsFocus on groups rather than individuals

Electronic Meeting RoomsElectronic Meeting Rooms Conference rooms with computers for participantsConference rooms with computers for participants Software to make meetings work betterSoftware to make meetings work better

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Voice and VideoVoice and Video

POTSPOTS Plain old telephone servicePlain old telephone service Audio conferencingAudio conferencing

VideoconferencingVideoconferencing Room-to-roomRoom-to-room DesktopDesktop

Document conferencingDocument conferencing Share documents and applicationsShare documents and applications

7Calls to MiddlewareCalls to MiddlewareWord ProcessorWord Processor

Electronic Mail(Middleware)


Transport StandardTransport Standard

Internet StandardInternet Standard

Subnet StandardSubnet Standard

Electronic MailElectronic Mail

Transport StandardTransport Standard

Internet StandardInternet Standard

Subnet StandardSubnet Standard

Station A Station B

Middleware Called using API standard

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Calls to MiddlewareCalls to Middleware

E-mail and other networked communication E-mail and other networked communication applications can form a layer between other applications can form a layer between other applications and transportapplications and transport

Called middlewareCalled middleware

Allows word processing user to send a Allows word processing user to send a document as a messagedocument as a message

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Calls to MiddlewareCalls to Middleware

Interface between middleware program and Interface between middleware program and other applications must be standardizedother applications must be standardized

Called an application program interface (API)Called an application program interface (API)

Most popular e-mail API is Microsoft’s MAPIMost popular e-mail API is Microsoft’s MAPI

Word ProcessorWord Processor



Middleware Call using API standard

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AttachmentsAttachments

Messages carry word processing, spreadsheet, Messages carry word processing, spreadsheet, other filesother files

Can be better than other file transfer methodsCan be better than other file transfer methods

If sent over the Internet, extra work must be doneIf sent over the Internet, extra work must be done

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Rules, Filters, AgentsRules, Filters, Agents

Some people are overloaded by e-mailSome people are overloaded by e-mail

Your e-mail program can pre-process your mailYour e-mail program can pre-process your mail

Send low-priority mail to “To be read” fileSend low-priority mail to “To be read” file

Can flag high-priority mailCan flag high-priority mail

Can even respond to some without your Can even respond to some without your interventionintervention

12Computer ConferencingComputer Conferencing

Computer Conferencing Program

Bulletin Board

Participant

MessageBeing

Submitted

MessageBeing

Posted

MessageBeing Read

Laterby Other

ParticipantParticipant

13Computer ConferencingComputer Conferencing

E-mail designed for one-to-one or one-to-few E-mail designed for one-to-one or one-to-few communicationcommunication

Computer conferencing is designed for group Computer conferencing is designed for group communicationcommunication

New messages are posted, can be read by othersNew messages are posted, can be read by others

Special tools for posting, readingSpecial tools for posting, reading

Administrative tools for conference managerAdministrative tools for conference manager Participant lists, voting, etc.Participant lists, voting, etc.

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Electronic Mail SystemElectronic Mail System

Sender’s PC

ElectronicMailHost

ElectronicMailHost

ElectronicMailHost

Receiver’s PC

Message

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Electronic Mail HostsElectronic Mail Hosts

Together, act Like a Postal ServiceTogether, act Like a Postal Service Deliver mail to one anotherDeliver mail to one another Report delivery failuresReport delivery failures [email protected] -- hawaii.edu is the mail [email protected] -- hawaii.edu is the mail host

Hold incoming mail until user logs inHold incoming mail until user logs in

May provide a directory of usersMay provide a directory of users

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Communication Between Mail HostsCommunication Between Mail Hosts

Needed for mail deliveryNeeded for mail delivery

Simple Mail Transfer Protocol (SMTP)Simple Mail Transfer Protocol (SMTP)

TCP/IP host-host mail standard for delivery TCP/IP host-host mail standard for delivery

Between mail hosts; not between mail host and Between mail hosts; not between mail host and useruser

Simple but effectiveSimple but effective

Becoming dominantBecoming dominant

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Other Standards Linking Mail HostsOther Standards Linking Mail Hosts

Other Standards Exist for Mail Host Other Standards Exist for Mail Host ExchangesExchanges

X.400X.400 More sophisticated standard from OSIMore sophisticated standard from OSI Popular with European carriersPopular with European carriers

MHSMHS Popular on Novell NetWare NetworksPopular on Novell NetWare Networks Now being supersededNow being superseded

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Other Standards Linking Mail HostsOther Standards Linking Mail Hosts

Other Standards Exist for Mail Host Other Standards Exist for Mail Host ExchangesExchanges

Proprietary StandardsProprietary Standards Exist for Lotus Notes, other programsExist for Lotus Notes, other programs Often full-featured, difficult to dislodgeOften full-featured, difficult to dislodge

Translation SoftwareTranslation Software Translates among SMTP, X.400, MHS, and Translates among SMTP, X.400, MHS, and

proprietary host-host protocolsproprietary host-host protocols

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User-Mail Host CommunicationUser-Mail Host Communication

Host-Host CommunicationHost-Host Communication For delivering mail to user mailboxesFor delivering mail to user mailboxes

User-Host CommunicationUser-Host Communication To receive mail in the mailboxTo receive mail in the mailbox To post new mailTo post new mail To do administrative tasksTo do administrative tasks

Host-Host

User-Host

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Mail Stored on the HostMail Stored on the Host Traditionally, mail stayed on the host until deletedTraditionally, mail stayed on the host until deleted

Whole body of mail can be accessed from Whole body of mail can be accessed from anywhereanywhere

All interaction was online, in real timeAll interaction was online, in real time

Mail

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Downloading SystemsDownloading Systems User can download mail for reading later offlineUser can download mail for reading later offline User can prepare mail offline and later upload itUser can prepare mail offline and later upload it

ConsiderationsConsiderations Allows offline workAllows offline work Especially important for notebook users for whom Especially important for notebook users for whom

connection time is expensive, inconvenientconnection time is expensive, inconvenient Old mail may be scattered over mailbox on host, Old mail may be scattered over mailbox on host,

office PC, home PC, and notebook computeroffice PC, home PC, and notebook computer

22Internet Mail Downloading Internet Mail Downloading StandardsStandards POP 3POP 3

Post Office Protocol, Version 3Post Office Protocol, Version 3 Download all mailDownload all mail Can take long if big attachments, much junk mailCan take long if big attachments, much junk mail

IMAP 4IMAP 4 Interactive Mail Access Protocol, Version 4Interactive Mail Access Protocol, Version 4 Newer standardNewer standard See one-line message summariesSee one-line message summaries Download only what is desiredDownload only what is desired

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Message Structure StandardMessage Structure Standard

Structure of Messages must be StandardizedStructure of Messages must be Standardized To allow different systems to read the messagesTo allow different systems to read the messages

RFC 822RFC 822 Basic Internet standard for document structureBasic Internet standard for document structure Text-only, structured fieldsText-only, structured fields

MIMEMIME Multipurpose Internet Mail ExtensionsMultipurpose Internet Mail Extensions Allows multimedia messagesAllows multimedia messages

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Message Structure StandardMessage Structure Standard

HTMLHTML

Widely used on the WWWWidely used on the WWW

Can be used for body, even header of messageCan be used for body, even header of message

Not yet standardized for email useNot yet standardized for email use

Displeases receivers who cannot read body as Displeases receivers who cannot read body as HTMLHTML

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Internet EncodingInternet Encoding

Sender

EncodedFile in7-bit

ASCII

OriginalFile in8-bit

ASCII

Encoding

Receiver


ASCII

EncodedFile in7-bit

ASCII

Decoding

Internet

Internet can onlytransmit 7-bit ASCII

26Internet Encoding for AttachmentsInternet Encoding for Attachments

Sender

EncodedFile in7-bit

ASCII


ASCII

Encoding

Receiver


ASCII

EncodedFile in7-bit

ASCII

Decoding

Internet

Sender must encodeoutgoing file into

7-bit ASCII standard.

Called Internet encoding

Several standards exist:Binhex, UUencode, MIME

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Internet Attachment EncodingInternet Attachment Encoding

Most attachments use 8-bit file formatsMost attachments use 8-bit file formats Use all 8 bits of each byteUse all 8 bits of each byte Internet only supports 7-bit ASCIIInternet only supports 7-bit ASCII 8th bit is chopped off during transmission8th bit is chopped off during transmission

In addition, 32 of the 7-bit combinations are In addition, 32 of the 7-bit combinations are forbidden because they were created to manage forbidden because they were created to manage transmission rather than convey informationtransmission rather than convey information

Sending 8-bit files over the Internet would damage Sending 8-bit files over the Internet would damage themthem

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Encoding for AttachmentsEncoding for Attachments

Internet EncodingInternet Encoding

Creates a stream of bytes conforming to Internet Creates a stream of bytes conforming to Internet limitationlimitation

Must be decoded at the other endMust be decoded at the other end

Unfortunately, competing Internet attachment Unfortunately, competing Internet attachment encoding standards exist: MIME most popularencoding standards exist: MIME most popular

Sender must chose an Internet attachment Sender must chose an Internet attachment encoding format the reader can decodeencoding format the reader can decode

29Internet Attachment Encoding Internet Attachment Encoding StandardsStandards BinhexBinhex

Created for MacintoshCreated for Macintosh Widely supported on PC mail programsWidely supported on PC mail programs

UUENCODEUUENCODE Created for UNIX machinesCreated for UNIX machines Widely supported on PC mail programsWidely supported on PC mail programs

30Internet Attachment Encoding Internet Attachment Encoding StandardsStandards MIMEMIME

Multipurpose Internet Multimedia Exchange Multipurpose Internet Multimedia Exchange standardstandard

General-purpose encoding system for the Internet. General-purpose encoding system for the Internet. Not limited to attachments Not limited to attachments

Support is growingSupport is growing

S/MIMES/MIME Secure MIMESecure MIME Used where security is importantUsed where security is important

31Internet E-Mail StandardsInternet E-Mail Standards

PC withlocal Emailprogram

MessageDownloading &

Uploadingvia POP or IMAP

SMTP(Simple Mail

Transfer Protocol)

PC withSoftware that

that handles mailin real time

Message Content StandardRFC 822: Text OnlyMIME: Multimedia

Attachment EncodingBinhex, UUENCODE, MIME

Vendor-SpecificCommunication

E-Mail HostE-Mail Host

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Email EttiquetteEmail Ettiquette

Rules of proper behaviorRules of proper behavior

FlamingFlaming

Sending heated, nasty messagesSending heated, nasty messages

It is so easy to reply that people sometimes do so It is so easy to reply that people sometimes do so without thinkingwithout thinking

The other person may not seem like a personThe other person may not seem like a person

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Electronic Mail EtiquetteElectronic Mail Etiquette

SpammingSpamming

Mass mailing commercial advertisements via Mass mailing commercial advertisements via email or computer conferencesemail or computer conferences

Very annoyingVery annoying

Not illegal, per se, although some specific offers Not illegal, per se, although some specific offers areare

Courts are favoring providers vs spammersCourts are favoring providers vs spammers

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Electronic Mail EtiquetteElectronic Mail Etiquette

ReplyingReplying Who will the reply go to? Summarize!Who will the reply go to? Summarize! Obviously the original senderObviously the original sender But also all receiversBut also all receivers If you think the former but send to all, they will all If you think the former but send to all, they will all

receive your “private” messagereceive your “private” message

ForwardingForwarding If someone sends you a message, it may be If someone sends you a message, it may be

embarrassing to them if you forward it to othersembarrassing to them if you forward it to others

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Corporate PrivacyCorporate Privacy

Corporate email is not privateCorporate email is not private Employer has right to read all messagesEmployer has right to read all messages You can be fired even if you thought the message You can be fired even if you thought the message

was private and only went to one other personwas private and only went to one other person

Legal DiscoveryLegal Discovery In lawsuits, lawyers can subpoena all emailIn lawsuits, lawyers can subpoena all email Even if the company has given up the right to do Even if the company has given up the right to do

soso

36Directory ServerDirectory Server

Final a user’s formal E-mail addressFinal a user’s formal E-mail address Also a locator for other informationAlso a locator for other information

Directory ServerUser PC

“What is the address of ‘Ray’?”

Ray KimuraRaymond brownSusan Raynes

RkimuraRbrownSRaynes

37Taxonomy of Groupware Taxonomy of Groupware DimensionsDimensions

Same Place

Different Place

Same Time(Synchronous)

Different Time(Asynchronous)

Electronic MeetingRoom

Electronic MeetingRoom

DepartmentalEDM

DepartmentalEDM

VideoconferencingDesktop Conferencing

VideoconferencingDesktop Conferencing

EmailComputer Conferencing

EmailComputer Conferencing

38Workflow SystemsWorkflow Systems

Multiuser Manual Processes TodayMultiuser Manual Processes Today The job pass from one person to anotherThe job pass from one person to another Each works only part of itEach works only part of it The job must then be passed onThe job must then be passed on Example: fill in expense reportExample: fill in expense report

ProblemsProblems Often very slowOften very slow Often lacks tools for doing work, passing it onOften lacks tools for doing work, passing it on Hard to manage across multiple departmentsHard to manage across multiple departments

39Typical Computerized Workflow Typical Computerized Workflow SystemSystem

Employee Supervisor Purchasing

Fiscal Officer

PreparesRequest

Reviews forNeed

Reviews forAdherence to

Rules

IS Department

Reviews forTechnicalMatters

SendsPurchase

Order

Must beCompleted

BeforePurchasing will

Issue Purchase Order

40Workflow ToolsWorkflow Tools

Provide support for subtasksProvide support for subtasks Tools to help each person working on the jobTools to help each person working on the job

Provide distribution toolsProvide distribution tools When finished, worker hits “Go” buttonWhen finished, worker hits “Go” button Delivery and notification is automaticDelivery and notification is automatic Reduces time lagsReduces time lags

Management toolsManagement tools Tracking individual jobsTracking individual jobs Statistics to find bottlenecksStatistics to find bottlenecks

41Project Management SystemProject Management System

Workflow is for highly-structured workWorkflow is for highly-structured work

Project management systemsProject management systems For less highly-structured work (building a building, For less highly-structured work (building a building,

writing a proposal)writing a proposal) Many people involvedMany people involved Many tasks to do, with some depending on othersMany tasks to do, with some depending on others

ToolsTools PlanningPlanning TrackingTracking

42Project Management Tasks:Project Management Tasks:Creation of ProposalCreation of Proposal

OutlineProposal

OutlineProposal

DraftIntroduction

DraftIntroduction

DraftPlan

DraftPlan

DraftQualifications

DraftQualifications

Review andEdit

Review andEdit SubmitSubmit

All DraftsMust be

Complete BeforeReview

43Electronic Document Management Electronic Document Management (EDM)(EDM)

Documents are widely used in organizationsDocuments are widely used in organizations Already created electronicallyAlready created electronically Problems in locating documents, retrievalProblems in locating documents, retrieval

Organized storage and retrievalOrganized storage and retrieval Keyword searches on indexed fieldsKeyword searches on indexed fields Full-text retrieval searches text of entire document Full-text retrieval searches text of entire document

for certain stringsfor certain strings

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Electronic Document Management Electronic Document Management (EDM)(EDM)

ManagementManagement Keeping track of versionsKeeping track of versions Document check-in, check outDocument check-in, check out Retention strategyRetention strategy

45Lotus NotesLotus Notes

Prototypical Groupware ToolPrototypical Groupware Tool Set of highly integrated toolsSet of highly integrated tools

Word processing and other document-creation toolsWord processing and other document-creation tools

E-mailE-mail

Retrieval toolsRetrieval tools

Coordination toolsCoordination tools Plans timing of eventsPlans timing of events Tracks timing of eventsTracks timing of events

46Lotus NotesLotus Notes

Application Development ToolsApplication Development Tools Very-high-level programming language for Very-high-level programming language for

creating individual integrated applicationscreating individual integrated applications Create proposal tracking application, other Create proposal tracking application, other

applicationsapplications Can also buy pre-made applicationsCan also buy pre-made applications Perhaps Notes’ greatest strengthPerhaps Notes’ greatest strength

47Application DevelopmentApplication Development

Customer Tracking ApplicationCustomer Tracking Application

Application Development(Integration)

Application Development(Integration)

VerbalCommuni-

cation(Email)

VerbalCommuni-

cation(Email)

GroupComposition

(ProposalWriting)

GroupComposition

(ProposalWriting)

GroupMemory

(CustomerInformationRetrieval)

GroupMemory

(CustomerInformationRetrieval)

Coordination(Order

Tracking)

Coordination(Order

Tracking)

Control(Management

Statistics)

Control(Management

Statistics)

48Replication in NotesReplication in Notes

Files created on local Notes serversFiles created on local Notes servers Replicated to other Notes servers, often overnightReplicated to other Notes servers, often overnight Does not require replication speed of databaseDoes not require replication speed of database

Notes Server BNotes Server A

Notes Server C

Replication ofNew and Modified Files

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The Internet and GroupwareThe Internet and Groupware

Lotus NotesLotus Notes Now integrates Internet accessNow integrates Internet access

Other Groupware ProductsOther Groupware Products Some designed for Internet use from ground upSome designed for Internet use from ground up Can also be used in IntranetsCan also be used in Intranets Netscape CommunicatorNetscape Communicator MS NetMeetingMS NetMeeting TeamWaveTeamWave

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Room-to-Room VideoconferencingRoom-to-Room Videoconferencing

Camera and Monitors

Codec

Roll-About System

Codec

Conference Room 1

Conference Room 2

CircuitTypically 56 kbps to T1/E1

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Room-to-Room VideoconferencingRoom-to-Room Videoconferencing

MonitorsMonitors

CamerasCameras

Controller for Meeting LeadersController for Meeting Leaders

MicrophonesMicrophones Acoustics is the most difficult part to get rightAcoustics is the most difficult part to get right Howl-around from feedbackHowl-around from feedback Unnatural soundsUnnatural sounds Requires careful room preparationRequires careful room preparation

52Room-to-Room VideoconferencingRoom-to-Room Videoconferencing

CODECs: TranslationCODECs: Translation Video signals from cameras are analogVideo signals from cameras are analog CODEC converts to digital for transmission on a digital lineCODEC converts to digital for transmission on a digital line

CODECs: CompressionCODECs: Compression Videoconferencing codecs also compress the digital signalVideoconferencing codecs also compress the digital signal Lose quality at high compression: grainy pictures, jerky Lose quality at high compression: grainy pictures, jerky

motion, buzzy soundmotion, buzzy sound Good at T1, fractional T1Good at T1, fractional T1 Marginal at 64 kbpsMarginal at 64 kbps

53Multipoint Conferencing Units Multipoint Conferencing Units (MCUs)(MCUs) Switch between any two roomsSwitch between any two rooms Multisite conferencesMultisite conferences

Site A(In Conference)

Site A(In Conference)

Site B(Not Involved)

Site B(Not Involved)

Site C(In Conference)

Site C(In Conference)

MCUMCU

Site D(In Conference

Site D(In Conference

CommunicationLink

54Document ConferencingDocument Conferencing

Desktop communicationDesktop communication PC users can share documentsPC users can share documents May be able to jointly work on a program (e.g., May be able to jointly work on a program (e.g.,

spreadsheet)spreadsheet) With desktop video, can see and hear each otherWith desktop video, can see and hear each other Video requires a fast transmission lineVideo requires a fast transmission line ISDN is the slowest possible line for videoISDN is the slowest possible line for video

User A User B

TransmissionLine

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Videoconferencing StandardsVideoconferencing Standards

Proprietary StandardsProprietary Standards Before, each vendor had their own proprietary Before, each vendor had their own proprietary

standardsstandards

ITU-TITU-T Now, most follow the ITU-T’s videoconferencing Now, most follow the ITU-T’s videoconferencing

standardsstandards Standards are still being added for new needsStandards are still being added for new needs

56Basic ITU-T Videoconferencing Basic ITU-T Videoconferencing StandardsStandards

H.320 SeriesH.320 Series Videoconferencing over the ISDNVideoconferencing over the ISDN

H.323 SeriesH.323 Series Videoconferencing over LANs, the InternetVideoconferencing over LANs, the Internet

H.324 SeriesH.324 Series Videoconferencing over the telephone network using Videoconferencing over the telephone network using

modemsmodems

T.120 SeriesT.120 Series Document conferencingDocument conferencing

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Electronic Meeting Room (EMR)Electronic Meeting Room (EMR)

The NeedThe Need

Managers spend 25% of the day in conference Managers spend 25% of the day in conference roomsrooms

When they get there, they have to leave their When they get there, they have to leave their computer technology behindcomputer technology behind

Meetings have problems that need to be Meetings have problems that need to be addressed: lasting too long, some people being addressed: lasting too long, some people being afraid to speak, etc.afraid to speak, etc.

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An Electronic Meeting Room (EMR)An Electronic Meeting Room (EMR)

Participant PCs Public Screenwith Projection

System

ModeratorPC

Serverwith Software

LAN

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Electronic Meeting Room (EMR)Electronic Meeting Room (EMR)

Participant PCsParticipant PCs Each has their own PCEach has their own PC

Moderator PCModerator PC To control the meeting softwareTo control the meeting software

Public ScreenPublic Screen To display shared informationTo display shared information Requires a projectorRequires a projector

LAN to link everyone togetherLAN to link everyone together

60Electronic Meeting Room (EMR)Electronic Meeting Room (EMR)

Server softwareServer software Real key to EMR SuccessReal key to EMR Success Toolbox of programs for various agenda itemsToolbox of programs for various agenda items Integrated: set agenda, pick tool for each itemIntegrated: set agenda, pick tool for each item

Electronic BrainstormingElectronic Brainstorming Generating ideasGenerating ideas Proven to generate ideas much faster than face-to-face Proven to generate ideas much faster than face-to-face

brainstormingbrainstorming May generate more comments from low-level people too May generate more comments from low-level people too

intimidated to talk face-to-face intimidated to talk face-to-face

61Electronic Meeting Room (EMR)Electronic Meeting Room (EMR)

Commenting on specific alternativesCommenting on specific alternatives

VotingVoting Can be anonymousCan be anonymous Can analyze pattern of votes to indicate areas of Can analyze pattern of votes to indicate areas of

disagreementsdisagreements

Presentation of ReportsPresentation of Reports PowerPoint, etc.PowerPoint, etc.

People have straight face-to-face discussions tooPeople have straight face-to-face discussions too