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Business Communication Business Communication and IT Context and IT Context M.Shahzaib M.Shahzaib Ehtsham Nasir Ehtsham Nasir Hasnain Waheed Hasnain Waheed Fahad Mirza Fahad Mirza Bilal Shareef Bilal Shareef

Chapter 5-business-communication-and-the-technology-context

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Business Communication and Business Communication and IT ContextIT Context

M.ShahzaibM.Shahzaib

Ehtsham NasirEhtsham Nasir

Hasnain WaheedHasnain Waheed

Fahad MirzaFahad Mirza

Bilal Shareef Bilal Shareef

Business Communication and the Business Communication and the Technology ContextTechnology Context

Why Managing Information within Organizations?Why Managing Information within Organizations?

The growth of information technology over the past 30 years has transformed the way business is transacted throughout the world.

Information technology is also changing the conventions of written communication, favoring more direct and informal style and promoting more collaborative types of communication.

Internationally, the instantaneous availability of information has communicated and influenced social, political, and economic event.

Each day throughout the world, more than $1 trillion is transferred electronically, and more than $300 billion by foreign exchange transfer.

History of Technological DevelopmentHistory of Technological Development

Understanding InternetUnderstanding Internet

The invention of the telegraph, telephone, radio, and computer set the The invention of the telegraph, telephone, radio, and computer set the stage for this unprecedented integration of capabilitiesstage for this unprecedented integration of capabilities

Between 1961to 1965, the Massachusetts Institute of Technology (MIT) Between 1961to 1965, the Massachusetts Institute of Technology (MIT) started to research sharing information in small, phone-linked networks. started to research sharing information in small, phone-linked networks. This was the beginning of development of Internet.This was the beginning of development of Internet.

In 1991, World-Wide Web was introduced, developed by In 1991, World-Wide Web was introduced, developed by Mr. Tim Berners-LeeMr. Tim Berners-Lee, with assistance from Robert Caillau , with assistance from Robert Caillau

The Internet has revolutionized the computer and communications world The Internet has revolutionized the computer and communications world like nothing before. like nothing before.

The Internet is at once a world-wide broadcasting capability, a mechanism The Internet is at once a world-wide broadcasting capability, a mechanism for information dissemination, and a medium for collaboration and for information dissemination, and a medium for collaboration and interaction between individuals and their computers without regard for interaction between individuals and their computers without regard for geographic location. geographic location.

The Internet represents one of the most successful examples of the The Internet represents one of the most successful examples of the benefits of sustained investment and commitment to research and benefits of sustained investment and commitment to research and development of information infrastructure. development of information infrastructure.

EmailEmail

Email and the technologies it has generated are Email and the technologies it has generated are changing the landscape of business changing the landscape of business communication. The distinguished features of communication. The distinguished features of email are:email are:

More readily availableMore readily available Interoperable between systemsInteroperable between systems Available world-wideAvailable world-wide InexpensiveInexpensive Much better known – reached a critical mass where Much better known – reached a critical mass where

one can expect others to have an email addressone can expect others to have an email address Much easier to useMuch easier to use

Email EtiquettesEmail Etiquettes

Watch your tone: Avoid being too casual Watch your tone: Avoid being too casual

Be concise: Long, rambling messages are ineffectiveBe concise: Long, rambling messages are ineffective

Send a message only when there is something very important to Send a message only when there is something very important to saysay

Forward the email to appropriate address if you are not the intended Forward the email to appropriate address if you are not the intended audienceaudience

Be polite. Do not provoke, insult or comment too much about Be polite. Do not provoke, insult or comment too much about something that is irrelevant and tasteless.something that is irrelevant and tasteless.

Other Communication TechnologiesOther Communication Technologies

1.1. Voice MailVoice Mail

2.2. GroupwareGroupware

3.3. CD-ROM DatabasesCD-ROM Databases

4.4. TeleconferencesTeleconferences

5.5. FaxesFaxes

Voice MailVoice Mail Voice mail has become popular in many offices Voice mail has become popular in many offices

because it eliminates “telephone tag”because it eliminates “telephone tag”

It records a message in a computer disk for later It records a message in a computer disk for later retrieval by the receiverretrieval by the receiver

When an incoming call is not answered, the system When an incoming call is not answered, the system guides the caller how to record the message.guides the caller how to record the message.

The receiver then either listen to the recorded The receiver then either listen to the recorded message upon returning to the office or access the message upon returning to the office or access the message via telephone.message via telephone.

GroupwareGroupware

Groupware allows supervisor to manage workflow of a Groupware allows supervisor to manage workflow of a department via computerdepartment via computer

It allows several people to use software at the same It allows several people to use software at the same time to create documents, keep track of projects, route time to create documents, keep track of projects, route messages, and manage deadlines.messages, and manage deadlines.

Groupware enables a supervisor to manage workflow via Groupware enables a supervisor to manage workflow via individual computers instead of physically moving people individual computers instead of physically moving people from place to place or having face to face meetings.from place to place or having face to face meetings.

Business Communication and the Business Communication and the Technology ContextTechnology Context

CD-ROM DatabasesCD-ROM Databases

Compact Disk-Read Only Memory (CD-ROM) are very popular data Compact Disk-Read Only Memory (CD-ROM) are very popular data storage device.storage device.

It is a powerful tool for putting masses of information in a form that is It is a powerful tool for putting masses of information in a form that is easy to digest.easy to digest.

Some kinds of information typically found on CD-ROMS are Some kinds of information typically found on CD-ROMS are encyclopedia, dictionaries, telephone directories, and articles and encyclopedia, dictionaries, telephone directories, and articles and abstracts on various subjects.abstracts on various subjects.

Multimedia applications, including video, audio, graphics, and text, Multimedia applications, including video, audio, graphics, and text, are making CD-ROMs storage of information essential.are making CD-ROMs storage of information essential.

TeleconferenceTeleconference Teleconferencing is the emerging technology that Teleconferencing is the emerging technology that

allows group of people not only talk with each other but allows group of people not only talk with each other but also see their video images.also see their video images.

Currently video conferencing has problems such as Currently video conferencing has problems such as high price tag and poor quality video images on the high price tag and poor quality video images on the computer screen.computer screen.

The technology is, however, continuously being The technology is, however, continuously being improved with the aid of special software and improved with the aid of special software and powerful microprocessors.powerful microprocessors.

Business Communication and the Business Communication and the Technology ContextTechnology Context

FaxesFaxes A facsimile machine scans a printed page, converts it to a signal, A facsimile machine scans a printed page, converts it to a signal,

and transmits the signal over telephone line to a receiving fax and transmits the signal over telephone line to a receiving fax machine.machine.

The oldest type of machines had to be connected to a machine of the The oldest type of machines had to be connected to a machine of the same type. Today’s fax machines do not require the same kind of same type. Today’s fax machines do not require the same kind of machine at the receiving end, and they can transmit a page in less than machine at the receiving end, and they can transmit a page in less than 1 minute.1 minute.

The newest fax machines use digital transmission, which makes it The newest fax machines use digital transmission, which makes it possible to use computer program as a receiver. And these new possible to use computer program as a receiver. And these new machines are much faster than previous generation machines.machines are much faster than previous generation machines.

Managing Information Outside Managing Information Outside OrganizationOrganization

News organizations are responsible for News organizations are responsible for most of our knowledge of what goes onmost of our knowledge of what goes on in the worldin the world

Managing the News MediaManaging the News MediaWhat we refer to as “the media” are simply channel of information, What we refer to as “the media” are simply channel of information, everything from newspapers, radio, television, magazines, journals, and everything from newspapers, radio, television, magazines, journals, and newsletters.newsletters.

News is generally characterized into two types: Hard News vs. Soft News.News is generally characterized into two types: Hard News vs. Soft News.

– Hard News is out of ordinary, is timely, and is most often public needs to know. Hard News is out of ordinary, is timely, and is most often public needs to know. Plane crashes and fires are hard news.Plane crashes and fires are hard news.

– Soft News stories are timeless; that is they can be used within a wider Soft News stories are timeless; that is they can be used within a wider framework of time, and most often they have a positive rather than a negative framework of time, and most often they have a positive rather than a negative slant.slant.

Within business organizations, hard news includes such things as annual Within business organizations, hard news includes such things as annual meetings results, quarterly earnings or announcements of a new product.meetings results, quarterly earnings or announcements of a new product.

Soft news includes material that can inform or educate readers or viewers Soft news includes material that can inform or educate readers or viewers about company, its vision in the world, and its community activities.about company, its vision in the world, and its community activities.

Managing Corporate NewsManaging Corporate News

Tools for communicating to the media Tools for communicating to the media includes:includes:

Press ReleasesPress ReleasesInterviewsInterviewsConferencesConferencesOp-Ed PiecesOp-Ed PiecesLetters to the EditorLetters to the EditorTalk ShowTalk Show

Press ReleasePress Release

A press release is an information memo A press release is an information memo from your organization to the news media from your organization to the news media fto get your message to the public.fto get your message to the public.

InterviewsInterviews

The pitfalls of interviewing can be avoided The pitfalls of interviewing can be avoided by careful preparation and knowledge.by careful preparation and knowledge.

Op-Ed PiecesOp-Ed Pieces

Opinion articles by private organizations Opinion articles by private organizations can often be found opposite the editorial can often be found opposite the editorial page in newspapers.page in newspapers.

Letter to EditorLetter to Editor

Letter to the editor must be short, clearly Letter to the editor must be short, clearly written, and signed.written, and signed.Many letters are written to:Many letters are written to:– Clarify an issueClarify an issue– Refute a chargeRefute a charge– Correct a mistakeCorrect a mistake– Point out needed changePoint out needed change– Offer an opinionOffer an opinion– Or, react to the situationOr, react to the situation

Talk ShowsTalk Shows

Call-in talk shows, whether on radio or Call-in talk shows, whether on radio or television can offer your organization television can offer your organization channel for communicating your message channel for communicating your message to the public.to the public.

Talk shows are, however, less predictable Talk shows are, however, less predictable than aby other kind of media.than aby other kind of media.

Managing Information Through Managing Information Through Company SpokespersonsCompany Spokespersons

Companies often select one person to be the main Companies often select one person to be the main spokesperson.spokesperson.This strategy allows for a consistent answer, a single This strategy allows for a consistent answer, a single contact, and a decrease in response variance. contact, and a decrease in response variance. The spokesperson should be a:The spokesperson should be a:– Knowledgeable about the company’s overall objectives and Knowledgeable about the company’s overall objectives and

strategies.strategies.– Well-prepared to speak on issues under consideration.Well-prepared to speak on issues under consideration.– Comfortable speaking in public and to groups and fielding Comfortable speaking in public and to groups and fielding

questions deftly.questions deftly.– Assured of full confidence of the company’s managementAssured of full confidence of the company’s management

Preparation: The Key to a Good Interview

1. Ask about the subject of the interview, the time, what is needed, and the deadline.

2. Write out some brief, positive points about your program/project/event.

3. Anticipate likely questions beforehand, so plan answers. If possible, rehearse answers.

4. For newspaper reporters, background literature is welcomed from the interviewer(s).

5. For a surprise interview situation, take a few minutes to plan message.

6. For a surprise telephone call interview, call right back…after planning an appropriate message/response.

News Media InterviewNews Media Interview

News Media InterviewNews Media InterviewThe Interview1. Answer questions…and bridge to positive points.

2. Be confident; you’re the expert in the interview!

3. Avoid speculation and hypotheticals; it may lead to being misquoted.

4. Avoid technical terms, jargons, and acronyms; only people who are familiar with your program are familiar with your terms.

5. Do not say “no comment.” If you cannot answer, explain why.

6. Do not be afraid to say, “I don’t know…but I will find out for you.”

7 For TV – keep your answers to 20 seconds or less.

i. Keep your eyes on the interviewer.

ii. Do not fill dead airtime…it’s not your responsibility.

iii. Be honest.

iv. Assert Yourself!

Business Communication and the Business Communication and the Technology ContextTechnology Context

END OF THE END OF THE CHAPTERCHAPTER