10.2 Understanding Informational Technology

Technology, and more specifically information technology, has radically changed the way organizational members communicate.

Developments in IT

The most significant developments in information technology for managerial communication are:

Networked Computer Systems. In a networked computer system, an organization links its computers creating an organizational network. Some of the communication applications used is:

E-mail: An instantaneous transmission of written messages on linked computers.

Instant messaging (IM): An interactive real-time communication takes place among computer users who are logged onto the network at the same time.

Blog: An online journal that usually focuses on a particular subject.

Wiki: A type of website that allows anyone visiting it to add, remove, or otherwise edit the content.

Electronic data exchange (EDI): For organizations to exchange standard business transaction documents such as invoices or purchase orders, using direct computer-to-computer networks.

Teleconferencing: A group of people confer simultaneously using telephone or e-mail group communications software.

10.2 Understanding Informational Technology

Wireless Capabilities

Wireless communication depends on signals sent through air or space without the need for wired connections by using microwave signals, satellites, radio waves and radio antennas, or infrared light rays.

Employees do not have to be at their desks with their phones or computers wired in and turned on to communicate with others in the organization.

For instance, wireless Internet access is available through "wi-fi hot spots" which are locations where users gain access.

Communication Issues in Today's Organizations

In today's organizations being an effective communicator means being connected to employees and customers. We have to examine four communication issues that are of particular significance to today's managers:

Managing Communication in an Internet World. Managers are learning that this new technology has created special communication challenges:

10.2 Understanding Informational Technology

Legal and Security Issues. Managers need to be aware of potential legal problems from inappropriate e-mail usage.

Lack of Personal Interaction. When communication takes place in a virtual environment, it can be really hard to achieve understanding and collaborate on getting work done. But for colleagues working across continent or even across the globe, real-time collaboration software such as blogs and instant messengers, may be better communication choice than sending an e-mail and waiting for a response. An incident of an ineffective communication with regards to using an inappropriate channel occurred between two international corporations. After the U.S. sales manager of a large multicultural company emails his supervisor regarding the supply of a new product, the message is forwarded to two others. The final recipient, the president of the Franco-Japanese joint venture partner that is manufacturing the new product, is offended by what he perceives as unfair criticism. It took a lot of effort for the sales manager to salvage the situation. One effort which helped him included his training in intercultural management.

Managing the Organization's Knowledge Resources

Managers need to make it easy for employees to communicate and share their knowledge so they can learn from each other ways to do their jobs more effectively and efficiently.

One way of doing this is by build online information databases that employees can access.

10.2 Understanding Informational Technology

The Role of Communication in Customer Service

An organization with a strong service culture values taking care of customers; finding out what their needs are, meeting those needs, and following up to make sure that their needs were met satisfactorily.

Each of these activities involves communication.

The quality of the interpersonal interaction between the customer and that contact employee influence customer satisfaction.