chapter 5 business communication and the technology context 150612023349 lva1 app6891
TRANSCRIPT
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CHAPTER 5CHAPTER 5
BUSINESS COMMUNICATIONBUSINESS COMMUNICATION
AND THE TECHNOLOGICALAND THE TECHNOLOGICAL
CONTEXTCONTEXT
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Business Communication and teBusiness Communication and te
Tecno!o"# Conte$tTecno!o"# Conte$t
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%# Mana"in" In&o'mation (itin O'"ani)ations*%# Mana"in" In&o'mation (itin O'"ani)ations*
Te "'o(t o& in&o'mation tecno!o"# o+e' te ,ast -. #ea's ast'ans&o'med te (a# /usiness is t'ansacted t'ou"out te (o'!d0
In&o'mation tecno!o"# is a!so can"in" te con+entions o& ('ittencommunication1 &a+o'in" mo'e di'ect and in&o'ma! st#!e and
,'omotin" mo'e co!!a/o'ati+e t#,es o& communication0
Inte'nationa!!#1 te instantaneous a+ai!a/i!it# o& in&o'mation ascommunicated and in&!uenced socia!1 ,o!itica!1 and economic e+ent0
Eac da# t'ou"out te (o'!d1 mo'e tan 23 t'i!!ion is t'ans&e''ede!ect'onica!!#1 and mo'e tan 2-.. /i!!ion /# &o'ei"n e$can"et'ans&e'0
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Histo'# o& Tecno!o"ica! De+e!o,mentHisto'# o& Tecno!o"ica! De+e!o,ment
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Understanding InternetUnderstanding Internet
Te in+ention o& te te!e"'a,1 te!e,one1 'adio1 and com,ute' set teTe in+ention o& te te!e"'a,1 te!e,one1 'adio1 and com,ute' set testa"e &o' tis un,'ecedented inte"'ation o& ca,a/i!itiessta"e &o' tis un,'ecedented inte"'ation o& ca,a/i!ities
Bet(een 343to 3451 te Massacusetts Institute o& Tecno!o"# 6MIT7Bet(een 343to 3451 te Massacusetts Institute o& Tecno!o"# 6MIT7sta'ted to 'esea'c sa'in" in&o'mation in sma!!1 ,one8!in9ed net(o'9s0sta'ted to 'esea'c sa'in" in&o'mation in sma!!1 ,one8!in9ed net(o'9s0Tis (as te /e"innin" o& de+e!o,ment o& Inte'net0Tis (as te /e"innin" o& de+e!o,ment o& Inte'net0
In 34431 %o'!d8%ide %e/ (as int'oduced1 de+e!o,ed /#In 34431 %o'!d8%ide %e/ (as int'oduced1 de+e!o,ed /#
M'0 Tim Be'ne's8LeeM'0 Tim Be'ne's8Lee1 (it assistance &'om Ro/e't Cai!!au1 (it assistance &'om Ro/e't Cai!!au
Te Inte'net as 'e+o!utioni)ed te com,ute' and communications (o'!dTe Inte'net as 'e+o!utioni)ed te com,ute' and communications (o'!d!i9e notin" /e&o'e0!i9e notin" /e&o'e0
Te Inte'net is at once a (o'!d8(ide /'oadcastin" ca,a/i!it#1 a mecanismTe Inte'net is at once a (o'!d8(ide /'oadcastin" ca,a/i!it#1 a mecanism&o' in&o'mation dissemination1 and a medium &o' co!!a/o'ation and&o' in&o'mation dissemination1 and a medium &o' co!!a/o'ation andinte'action /et(een indi+idua!s and tei' com,ute's (itout 'e"a'd &o'inte'action /et(een indi+idua!s and tei' com,ute's (itout 'e"a'd &o'"eo"'a,ic !ocation0"eo"'a,ic !ocation0
Te Inte'net 'e,'esents one o& te most success&u! e$am,!es o& teTe Inte'net 'e,'esents one o& te most success&u! e$am,!es o& te/ene&its o& sustained in+estment and commitment to 'esea'c and/ene&its o& sustained in+estment and commitment to 'esea'c andde+e!o,ment o& in&o'mation in&'ast'uctu'e0de+e!o,ment o& in&o'mation in&'ast'uctu'e0
http://www.w3.org/People/Berners-Lee/http://www.w3.org/People/Berners-Lee/http://www.w3.org/People/Berners-Lee/ -
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EmailEmail
Emai! and te tecno!o"ies it as "ene'ated a'eEmai! and te tecno!o"ies it as "ene'ated a'ecan"in" te !andsca,e o& /usinesscan"in" te !andsca,e o& /usinesscommunication0 Te distin"uised &eatu'es o&communication0 Te distin"uised &eatu'es o&emai! a'e:emai! a'e:
Mo'e 'eadi!# a+ai!a/!eMo'e 'eadi!# a+ai!a/!e Inte'o,e'a/!e /et(een s#stemsInte'o,e'a/!e /et(een s#stems A+ai!a/!e (o'!d8(ideA+ai!a/!e (o'!d8(ide Ine$,ensi+eIne$,ensi+e
Muc /ette' 9no(n ; 'eaced a c'itica! mass (e'eMuc /ette' 9no(n ; 'eaced a c'itica! mass (e'eone can e$,ect ote's to a+e an emai! add'essone can e$,ect ote's to a+e an emai! add'ess Muc easie' to useMuc easie' to use
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Emai! Eti
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Ote' Communication Tecno!o"iesOte' Communication Tecno!o"ies
3030 >oice Mai!>oice Mai!
?0?0 G'ou,(a'eG'ou,(a'e
-0-0 CD8ROM Data/asesCD8ROM Data/ases
@0@0
Te!econ&e'encesTe!econ&e'ences
5050 =a$es=a$es
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Voice MailVoice Mail
>oice mai! as /ecome ,o,u!a' in man# o&&ices>oice mai! as /ecome ,o,u!a' in man# o&&ices/ecause it e!iminates te!e,one ta"/ecause it e!iminates te!e,one ta"
It 'eco'ds a messa"e in a com,ute' dis9 &o' !ate'It 'eco'ds a messa"e in a com,ute' dis9 &o' !ate'
'et'ie+a! /# te 'ecei+e''et'ie+a! /# te 'ecei+e'
%en an incomin" ca!! is not ans(e'ed1 te s#stem%en an incomin" ca!! is not ans(e'ed1 te s#stem"uides te ca!!e' o( to 'eco'd te messa"e0"uides te ca!!e' o( to 'eco'd te messa"e0
Te 'ecei+e' ten eite' !isten to te 'eco'dedTe 'ecei+e' ten eite' !isten to te 'eco'dedmessa"e u,on 'etu'nin" to te o&&ice o' access temessa"e u,on 'etu'nin" to te o&&ice o' access temessa"e +ia te!e,one0messa"e +ia te!e,one0
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GroupwareGroupware
Groupware allows supervisor to manage workflow of aGroupware allows supervisor to manage workflow of adepartment via computerdepartment via computer
It allows several people to use software at the sameIt allows several people to use software at the same
time to create documents, keep track of projects, routetime to create documents, keep track of projects, route
messages, and manage deadlines.messages, and manage deadlines.
Groupware enables a supervisor to manage workflow viaGroupware enables a supervisor to manage workflow via
individual computers instead of phsicall moving peopleindividual computers instead of phsicall moving people
from place to place or having face to face meetings.from place to place or having face to face meetings.
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Business Communication and teBusiness Communication and te
Tecno!o"# Conte$tTecno!o"# Conte$t
!"#$%M "atabases!"#$%M "atabases
Com,act Dis98Read On!# Memo'# 6CD8ROM7 a'e +e'# ,o,u!a' dataCom,act Dis98Read On!# Memo'# 6CD8ROM7 a'e +e'# ,o,u!a' datasto'a"e de+ice0sto'a"e de+ice0
It is a ,o(e'&u! too! &o' ,uttin" masses o& in&o'mation in a &o'm tat isIt is a ,o(e'&u! too! &o' ,uttin" masses o& in&o'mation in a &o'm tat iseas# to di"est0eas# to di"est0
Some 9inds o& in&o'mation t#,ica!!# &ound on CD8ROMS a'eSome 9inds o& in&o'mation t#,ica!!# &ound on CD8ROMS a'eenc#c!o,edia1 dictiona'ies1 te!e,one di'ecto'ies1 and a'tic!es andenc#c!o,edia1 dictiona'ies1 te!e,one di'ecto'ies1 and a'tic!es anda/st'acts on +a'ious su/ects0a/st'acts on +a'ious su/ects0
Mu!timedia a,,!ications1 inc!udin" +ideo1 audio1 "'a,ics1 and te$t1Mu!timedia a,,!ications1 inc!udin" +ideo1 audio1 "'a,ics1 and te$t1a'e ma9in" CD8ROMs sto'a"e o& in&o'mation essentia!0a'e ma9in" CD8ROMs sto'a"e o& in&o'mation essentia!0
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Te!econ&e'enceTe!econ&e'ence
Te!econ&e'encin" is te eme'"in" tecno!o"# tatTe!econ&e'encin" is te eme'"in" tecno!o"# tat
a!!o(s "'ou, o& ,eo,!e not on!# ta!9 (it eac ote' /uta!!o(s "'ou, o& ,eo,!e not on!# ta!9 (it eac ote' /uta!so see tei' +ideo ima"es0a!so see tei' +ideo ima"es0
Cu''ent!# +ideo con&e'encin" as ,'o/!ems suc asCu''ent!# +ideo con&e'encin" as ,'o/!ems suc asi" ,'ice ta" and ,oo'
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Business Communication and teBusiness Communication and te
Tecno!o"# Conte$tTecno!o"# Conte$t
&a'es&a'es A &acsimi!e macine scans a ,'inted ,a"e1 con+e'ts it to a si"na!1A &acsimi!e macine scans a ,'inted ,a"e1 con+e'ts it to a si"na!1
and t'ansmits te si"na! o+e' te!e,one !ine to a 'ecei+in" &a$and t'ansmits te si"na! o+e' te!e,one !ine to a 'ecei+in" &a$
macine0macine0
Te o!dest t#,e o& macines ad to /e connected to a macine o& teTe o!dest t#,e o& macines ad to /e connected to a macine o& te
same t#,e0 Toda#s &a$ macines do not 'e
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Managing Information %utsideManaging Information %utside
%rgani(ation%rgani(ation
Ne(s o'"ani)ations a'e 'es,onsi/!e &o'Ne(s o'"ani)ations a'e 'es,onsi/!e &o'
most o& ou' 9no(!ed"e o& (at "oes onmost o& ou' 9no(!ed"e o& (at "oes onin te (o'!din te (o'!d
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Mana"in" te Ne(s MediaMana"in" te Ne(s Media
%at (e 'e&e' to as te media a'e sim,!# canne! o& in&o'mation1%at (e 'e&e' to as te media a'e sim,!# canne! o& in&o'mation1e+e'#tin" &'om ne(s,a,e's1 'adio1 te!e+ision1 ma"a)ines1 ou'na!s1 ande+e'#tin" &'om ne(s,a,e's1 'adio1 te!e+ision1 ma"a)ines1 ou'na!s1 andne(s!ette's0ne(s!ette's0
Ne(s is "ene'a!!# ca'acte'i)ed into t(o t#,es: Ha'd Ne(s +s0 So&tNe(s is "ene'a!!# ca'acte'i)ed into t(o t#,es: Ha'd Ne(s +s0 So&t
Ne(s0Ne(s0; Ha'd Ne(s is out o& o'dina'#1 is time!#1 and is most o&ten ,u/!ic needs toHa'd Ne(s is out o& o'dina'#1 is time!#1 and is most o&ten ,u/!ic needs to
9no(0 P!ane c'ases and &i'es a'e a'd ne(s09no(0 P!ane c'ases and &i'es a'e a'd ne(s0
; So&t Ne(s sto'ies a'e time!ess tat is te# can /e used (itin a (ide'So&t Ne(s sto'ies a'e time!ess tat is te# can /e used (itin a (ide'&'ame(o'9 o& time1 and most o&ten te# a+e a ,ositi+e 'ate' tan a ne"ati+e&'ame(o'9 o& time1 and most o&ten te# a+e a ,ositi+e 'ate' tan a ne"ati+es!ant0s!ant0
%itin /usiness o'"ani)ations1 a'd ne(s inc!udes suc tin"s as annua!%itin /usiness o'"ani)ations1 a'd ne(s inc!udes suc tin"s as annua!meetin"s 'esu!ts1
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Mana"in" Co',o'ate Ne(sMana"in" Co',o'ate Ne(s
Too!s &o' communicatin" to te mediaToo!s &o' communicatin" to te mediainc!udes:inc!udes:
P'ess Re!easesP'ess Re!easesInte'+ie(sInte'+ie(s
Con&e'encesCon&e'ences
O,8Ed PiecesO,8Ed PiecesLette's to te Edito'Lette's to te Edito'
Ta!9 So(Ta!9 So(
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P'ess Re!easeP'ess Re!ease
A ,'ess 'e!ease is an in&o'mation memoA ,'ess 'e!ease is an in&o'mation memo
&'om #ou' o'"ani)ation to te ne(s media&'om #ou' o'"ani)ation to te ne(s media
to "et #ou' messa"e to te ,u/!ic0to "et #ou' messa"e to te ,u/!ic0
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Inte'+ie(sInte'+ie(s
Te ,it&a!!s o& inte'+ie(in" can /e a+oidedTe ,it&a!!s o& inte'+ie(in" can /e a+oided
/# ca'e&u! ,'e,a'ation and 9no(!ed"e0/# ca'e&u! ,'e,a'ation and 9no(!ed"e0
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Con&e'encesCon&e'ences
P'ess con&e'ence a'e o&ten te 'esu!t o& aP'ess con&e'ence a'e o&ten te 'esu!t o& a
c'isis o(e+e' 1#ou and!e tem tec'isis o(e+e' 1#ou and!e tem te
same (a# #ou and!e te ote' &o'ms o&same (a# #ou and!e te ote' &o'ms o&
communication: (it ca'e&u! ,'e,a'ation0communication: (it ca'e&u! ,'e,a'ation0
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O,8Ed PiecesO,8Ed Pieces
O,inion a'tic!es /# ,'i+ate o'"ani)ationsO,inion a'tic!es /# ,'i+ate o'"ani)ations
can o&ten /e &ound o,,osite te edito'ia!can o&ten /e &ound o,,osite te edito'ia!
,a"e in ne(s,a,e's0,a"e in ne(s,a,e's0
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Lette' to Edito'Lette' to Edito'
Lette' to te edito' must /e so't1 c!ea'!#Lette' to te edito' must /e so't1 c!ea'!#('itten1 and si"ned0('itten1 and si"ned0
Man# !ette's a'e ('itten to:Man# !ette's a'e ('itten to:; C!a'i an issueC!a'i an issue
; Re&ute a ca'"eRe&ute a ca'"e
; Co''ect a mista9eCo''ect a mista9e
; Point out needed can"ePoint out needed can"e; O&&e' an o,inionO&&e' an o,inion
; O'1 'eact to te situationO'1 'eact to te situation
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Ta!9 So(sTa!9 So(s
Ca!!8in ta!9 so(s1 (ete' on 'adio o'Ca!!8in ta!9 so(s1 (ete' on 'adio o'
te!e+ision can o&&e' #ou' o'"ani)ationte!e+ision can o&&e' #ou' o'"ani)ation
canne! &o' communicatin" #ou' messa"ecanne! &o' communicatin" #ou' messa"e
to te ,u/!ic0to te ,u/!ic0
Ta!9 so(s a'e1 o(e+e'1 !ess ,'edicta/!eTa!9 so(s a'e1 o(e+e'1 !ess ,'edicta/!e
tan an# ote' 9ind o& media0tan an# ote' 9ind o& media0
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Mana"in" In&o'mation T'ou"Mana"in" In&o'mation T'ou"
Com,an# S,o9es,e'sonsCom,an# S,o9es,e'sonsCom,anies o&ten se!ect one ,e'son to /e te mainCom,anies o&ten se!ect one ,e'son to /e te mains,o9es,e'son0s,o9es,e'son0
Tis st'ate"# a!!o(s &o' a consistent ans(e'1 a sin"!eTis st'ate"# a!!o(s &o' a consistent ans(e'1 a sin"!econtact1 and a dec'ease in 'es,onse +a'iance0contact1 and a dec'ease in 'es,onse +a'iance0
Te s,o9es,e'son sou!d /e a:Te s,o9es,e'son sou!d /e a:; Fno(!ed"ea/!e a/out te com,an#s o+e'a!! o/ecti+es andFno(!ed"ea/!e a/out te com,an#s o+e'a!! o/ecti+es and
st'ate"ies0st'ate"ies0
; %e!!8,'e,a'ed to s,ea9 on issues unde' conside'ation0%e!!8,'e,a'ed to s,ea9 on issues unde' conside'ation0
; Com&o'ta/!e s,ea9in" in ,u/!ic and to "'ou,s and &ie!din"Com&o'ta/!e s,ea9in" in ,u/!ic and to "'ou,s and &ie!din"
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)reparation* +he e to a Good Interview
-. sk about the subject of the interview, the time, what isneeded, and the deadline.
/. 0rite out some brief, positive points about ourprogram1project1event.
2. nticipate likel 3uestions beforehand, so plan answers. Ifpossible, rehearse answers.
4. &or newspaper reporters, background literature iswelcomed from the interviewer5s6.
7. &or a surprise interview situation, take a few minutes to planmessage.
8. &or a surprise telephone call interview, call right back9afterplanning an appropriate message1response.
:ews Media Interview:ews Media Interview
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:ews Media Interview:ews Media Interview
+he Interview-. nswer 3uestions9and bridge to positive points.
/. ;e confident< ou=re the e'pert in the interview>
2. void speculation and hpotheticals< it ma lead to being mis3uoted.
4. void technical terms, jargons, and acronms< onl people who are familiar with our program arefamiliar with our terms.
7. "o not sa ?no comment.@ If ou cannot answer, e'plain wh.
8. "o not be afraid to sa, ?I don=t know9but I will find out for ou.@
A &or +V B keep our answers to /C seconds or less.
i. eep our ees on the interviewer.
ii. "o not fill dead airtime9it=s not our responsibilit.
iii. ;e honest.
iv. ssert Dourself>
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Mana"in" C'isesMana"in" C'ises
CommunicationCommunication Ho( com,an# mana"es te c'ises canHo( com,an# mana"es te c'ises can
a+e a !on"8te'm e&&ect on ,'o&its0a+e a !on"8te'm e&&ect on ,'o&its0
No( o'"ani)ations a+e de+e!o,ed c'isesNo( o'"ani)ations a+e de+e!o,ed c'ises
contin"enc# ,!ans0contin"enc# ,!ans0
O'"ani)ations a+e ,e'manent 'eco"ni)edO'"ani)ations a+e ,e'manent 'eco"ni)ed
c'isis team desi"nated to and!e tec'isis team desi"nated to and!e te
,u/!ic and te media in te e+ent o& a,u/!ic and te media in te e+ent o& a
c'isis o' to and!e te ne"ati+e ne(s0c'isis o' to and!e te ne"ati+e ne(s0
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Mana"in" C'isesMana"in" C'ises
CommunicationCommunication Pa't o& tis st'ate"# is to cu!ti+atePa't o& tis st'ate"# is to cu!ti+ate
'e!ationsi,s (it te media du'in" o'dina'#'e!ationsi,s (it te media du'in" o'dina'#
,e'iods so tat i& te c'ises occu's1 te,e'iods so tat i& te c'ises occu's1 te
com,an# as a ,oint o& contact0com,an# as a ,oint o& contact0 It ta9es time to ,osition #ou'se!& as a c'edi/!eIt ta9es time to ,osition #ou'se!& as a c'edi/!e
,e'son in te e#es o& media /ut tis c'edi/i!it#,e'son in te e#es o& media /ut tis c'edi/i!it#
is necessa'# (en a c'isis st'i9es0is necessa'# (en a c'isis st'i9es0 Bein" ,'e,a'ed is te 9e# to success0Bein" ,'e,a'ed is te 9e# to success0
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