technologically/computer mediated communication

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Technologically Mediated Communication

Abid ZafarSpring 2015Organizational CommunicationInternational Islamic University Islamabad

Any type of electronic equipment which is utilized for communicating a message

Electronic equipment can be smartphones, tablets, cell phones, laptops and desktops, etc.

1. http://study.com/academy/lesson/computer-mediated-communication-in-organizations-definition-types-advantages.html

What is Technologically Mediated Communication?

Technologically-mediated communication (TMC) is a process in which human data interaction occurs through one or more networked telecommunication systems.

A TMC interaction occurs through various types of networking technology and software including email, Internet Relay Chat (IRC), instant messaging (IM), Usenet and mailing list servers.

2. http://www.techopedia.com/definition/392/computer-mediated-communication-cmc

Cont…

Forty years ago, a communication theorist stated, “communication is eccentrically a social affair… but life in the modern world is coming to depend more and more on technical means of communication, telephone and telegraph, radio and printing

Only a couple of generations ago, the communication revolution was the long distance telephone

In 1920 and 1930, it was a major occasion to place a long-distance phone call

The three-minute station to station day time call from New York to San Francisco costing 75 cent, $20.70 in today’s dollars in 1915

Cont…

Twenty-five years ago, the discussion of telecommunication included the definition of “Floppy Disk”

Twenty years ago, many text books had dedicated much space to an explanation of the difference between hardware and software, the purpose of a modem and how work processing could soon replace the electric typewriter

Cont…

Today, we have moved far beyond that

Now managers and potential managers are well aware of personal computers, laser printers, video conferencing, wireless LANs, and so forth

Cont…

An organization can not exist without communication, especially the type of communication to keep the employees well-informed about the organization's business vision and strategy as well as to help every individual in the organization work together with a common purpose.

Communication is central to organizations because it helps create shared meanings, norms and culture of the organization (Gumus, 2007)

TMC in Organization

Many companies have begun to treat new communication technologies as an important investment for creating a new paradigm for workplace communication

The major developments in technology have found communication being mediated in a number of revolutionary new ways…communication was transformed (Thurlow et al., 2004: 26)

Cont…

The range of technologies introduced into the workplace in recent years such as electronic mail, instant messaging, voice mail, audio and video conferencing, computer conferencing, World Wide Web and wireless networks usage have been increased (Miller, 2009)

3. http://search.taylors.edu.my/journalonline/Vol%203/Catherine%28edSP%2901-12.pdf

Cont…

Communication channels are the means through which people in an organization communicate

Thought must be given to what channels are used to complete various tasks, because using an inappropriate channel for a task or interaction can lead to negative consequences

Complex messages require richer channels of communication that facilitate interaction to ensure clarity

4. http://smallbusiness.chron.com/communication-channels-within-organization-61447.html

Selection of Different Communication Channels in an Organization

Face-to-Face (richest channel, facial expressions, follow-up questions, instant feedback)

Broadcast Media (Radio, TV & loud speakers, for addressing a mass audience, a CEO may do a global company address by having a television feed broadcast across global sites)

Mobile (small groups, meeting arrangements, specific message for specific individuals, saving time and efforts)

Cont…

Electronic (email, Internet, intranet and social media platforms)

Written Media (Policies, letters, memos, manuals, notices and announcements)

Cont…

The development and use of the Internet has changed the way we communicate with each other

This change extends to personal and business communications

The instantaneous nature of electronic communication has expanded our reach and created a world without boundaries

Electronic Communication

Much business Communication now occurs electronically and this trend in now to increase

For better and worse, a manager can leave the office early, goes to home, put on dinner and then compose a report or instructions that will be on the boss’ or subordinates’s electronic desks at the next morning

5.  http://www.ehow.com/list_7417103_electronic-communication-tools.html

Cont…

a) Telephoningb) Faxesc) Telecommunicating & Satellite Video Conferencing d) Cellular Phones and Beeperse) Websitesf) E-mailg) Voice mailh) Instant Messagingi) Blogsj) Social Networking Websites etc.

6. http://www.geekhowtos.com/different-types-of-electronic-communications/

There are number of popular electronic communication tools…

The ability to work anywhere at any time Employees also have the ability to multi-task Constant flow of ideas Timely sharing of ideas Supports open discussion and exploration Provides the capability to store, process and transmit messages Relationship Building Collaboration Documentation Instant Feedback

7. http://www.uky.edu/~drlane/techno/cmcasset.htm

8. http://smallbusiness.chron.com/advantages-technologybased-communication-24971.html

Advantages of TMC in Organizations

Technology overload (constant influx of work and information through technology)

Too much information Changes group interaction Security Issues Equipment Expense Confidentiality  & trust issues Frustration and stress due to sensory and data overload  Informal Learning Miscommunication

http://denvertechnology.blogspot.com/2012/11/advantages-and-disadvantages-of.html

http://smallbusiness.chron.com/disadvantages-business-communication-technology-1799.html

Disadvantages of TMC in Organization

All technologies are not suitable for all types of message

Technologies are selected according to the types of messages

The main challenge is to consider the message and how it fits in to the various categories, and then to match it with the appropriate technology

Matching Technology & The Message

In this way, messages are categorized along these continuums

1. Message Sensitivity2. Message Negativity3. Message Complexity4. Message Persuasiveness

Cont…

When considering technology, managers must determine the extent to which the message is sensitive

A sensitive message is one that evokes an emotional reaction from the receiver

These message should usually be communicated in face-to-face setting to increase the personal element

Example: When a U.S soldier is killed in battle. A military representative first informs his relatives in a personal meeting. Telephone calls are not considered an option

Message Sensitivity

Sending negative message in organizations, managers should generally be sensitive to the receiver.

Consequently, the extent to which a message is

negative and the extent to which it is sensitive are highly related

Another important consideration exists when communicating negative messages via technology.

Message Negativity

A person receiving bad news via a technological channel may believe the manager was hiding behind the technology rather than facing the receiver directly

It may appear that the manager did not want to be responsible for the message

Cont…

As a result, every one has complained to a company about poor service

Contemporary organizations are making efforts to balance “high tech” and “high touch”

Addressing employees and customers by name in mass mailing

Cont…

As the complexity of the messages increases, managers should attempt to use

1. Wider bandwidth2. The medium that will add to psychological closeness3. The technology that provides for the greatest amount of

feedback4. Symbolism consistent with the complexity Exp: For the discussion of a complex team project, Seven

managers at four places are a “virtual team”

Message Complexity

A number of viable solutions exist for communicating complex messages, without getting everyone together face-to-face

Fax, e-mail attachments, shared databases and conference calls are the norms for electronic communication

Cont…

Persuasive messages involve an effort to induce a receiver to take a particular action

It is not an effort to fool, seduce or manipulate the receiver. Rather, it is an attempt to get employees to comply with behaviors that will meet the goals of the organization

When thinking of persuasion, salespeople probably come to mind

However, manager frequently use persuasion, influence tactics to effect employees to perform particular action

Message Persuasiveness

According to a popular Book “Influence”: The New Psychology of Modern Persuasion, managers can easily persuade those

a) Who like them b) Those who perceive the persuader an authorityc) Those who are more closer to the managers

Cont…

If one were to speculate about what developments would affect managerial communication in the future, any number of possibilities would exist. However, several safe projections can be made

1. Technology will simply be used more2. Decision making will be affected3. Job and organizational design will be altered4. Mediated collaborative writing will be common

A look to the future

An estimated 11 billion e-mails are sent each day worldwide, triple the level of 1999

Nearly one in ten workers say that they would need two or more days to catch up on e-mails if they went on a two week vacation

56% of workers surveyed by USA Today believe that e-mail increase their productivity

One-third of chief information officers say “losing e-mail system for a week would be more traumatic than getting divorced

1. Technology Proliferation

According to a survey by computer storage company Veritas, the risk of sensory overload, rather than motivating managers to ignore technological media or use an assistant to sort and redirect the crush of message

John Scully, the former CEO of Apple Computers was infamous for not allowing employees to send him e-mail messages

The president of Southwest Airlines, Colleen Barrett doesn’t have an e-mail address and only recently acquired a cell phone. She thinks, email is very impersonal

Cont…

Decision making requires that managers scan for pertinent information

Most decisions on the topic generally contain two major stages

1. Problem identification stage2. Solution Identification stage In both stages, the more information available, the greater

the possibility that effective decision will be made More and more information is available with increased in

technologies

2. Decision Making in Organizations

Increasing communication technology will allow managers to monitor more closely the standard expected from a job performance

A subordinate can get to a manager at any time and managers can communicate with their subordinates regardless of distance and time and time barriers

3. Job and Organizational Design

Imagine, five managers are sitting around a special conference table that provides each manager with an individual computer. Rather than having a monitor for each computer, however, they share a large output projector on a small screen. Special software allows the managers to edit the same document simultaneously. Any changes made to the document are visible to all members as changer occurs

4. Collaboration

The great advantage of these conferences is more than one person can be involved in the writing process concurrently

GDSS (group decision support system) is similar to collaborative writing in that it involves group effort mediated by technology

Cont…

It means that they must become sensitive to select the correct type of communication channel to use in different situations

It means, managers must learn to use these new technologies It means another dimension has been added to managerial

communication

A whole new dimension has been added to the manager’s job: understanding and selecting the correct communication technology

The Management Challenge:What does all this mean for managers?

Now, new alternative are available requiring strategic decisions

If managers don’t learn how to make these strategic decisions, their jobs could be in jeopardy

In America, a trillion dollars a year is spent on IT. When compared to our GDP of about $9 trillion, it’s clear, how committed U.S. business is to IT

Cont…

Some of the Questions Must be Addressed When Selecting a Technology