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In business, communication is everything !
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Objectives Importance of automation in business
communicationImpact of automation on business
communicationFramework for automating processes for
business communication
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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
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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
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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
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AdvantagesAccessibilityUbiquityTimeStorage of informationE-mail messagesRedirection and answering servicesDual linesInternational callsMode of Marketing communication
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Disadvantages
Transience. Listeners quickly forget the crux of the matter being told and what they hear.
Distortion of messages.
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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
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Internet
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Some Organizations that implemented..Supplier performance evaluation:
E-commerce:
Supply chain efficiency :
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Audio conferencing
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Architecture for audio conferencing
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Video conferencing
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AdvantagesManaging a large companyVirtual teamsConducting training sessionsConducting knowledge management sessionsAccess to remote expertiseSupply chain management
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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)
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Architecture of web conferencing
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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.
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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
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Concerns over usage of IMSecurityCross-platform compatibility.
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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
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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
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Downside of automationTechnophobiaInformation overloadLess time for personal activitiesUnsocial Behaviour
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Factors affecting automation in Business Communication
available technology, skill level of employees and business needs
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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
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Automation results in…
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ROI
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Thank you