6150 Management of Information Systems and Technology

Class 2

Systems Support to

Organizational Communication

Asper School of Business - MBA Program6150 Management of Information Systems

& TechnologyApril-June 2009

Instructor: Bob Travica

Updated April 2009

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Outline

• Organizational Communication

• Communication Technologies & Systems

• Using Communication Technologies for Operational and Strategic Gains (mini-cases in textbook)

• Internet Telephony, Cost-Benefit Analysis

• Change Leadership Messages

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Organizational Communication

• Kinds: Face-to-face (FtF), Paper-based, Computer-Mediated Communication

(CMC)

• Purposes: Announce, order, report, make decision, govern, acquire/share professional knowledge, collaborate, socialize…

• Top-down (vertical, formal) vs. horizontal (informal)

• Influenced by organizational culture

• Can be “politically correct” rather than honest (org. politics impact)

• Documented (pros & cons)

• FtF comm. is richer (voice, visual), interactive, and supports strong social

presence than

paper-based comm. or CMC

• Attributing meaning to non-communication acts and to words – sensitive area

More…

Brainstorm

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• Computer-mediated vs. Face-to-Face communication :

- Broader reach

- Increase in communication volume

- Meaning issues: Do you see what I mean?

- Less conformity vs. deviations from cultural norms

- New norms and rules needed for new technologies

- Can support new ways of organizing (e.g., virtual

organization)

Organizational Communication

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Communication Technologies & Systems

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• Communication technologies & systems:

• Telephone, Fax, Email

• Transfer of electronic files (FTP on Internet)

• Electronic Bulletin Boards (corporate, Websites for

social

networking – LinkedIn, Facebook, MySpace)

• Instant Messaging (chat on Internet, corporate)

•Video conferencing (corporate facility with large

screens, see Internet phone on next slide)

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• Communication systems run on computer, telephone, satellite, and radio frequency networks (deregulated, privatized)

Communication Technologies & Systems

• Computer networks: • Internet (TCP/IP global standard; data types convergence)•Other public & private nets (corporate, industry – Interac)

• Internet phone (Voice over IP; corporate - slides 8-10; Skype)

• Cell (mobile) phone (voice, text messaging)

• Blog (Web log; editable Web pages; master case)

• Smartphone (mobile phone+PC; Blackberry)

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Evidence in Cases

• IGC Communications – Evolving with changes in institutional environment and technology

• National Semiconductor Strategic uses of internal net (intranet) and external nets (extranet); savings from outsourcing

• Pearson International Airport – Advancing services for clients via local area network (intranet using Internet technology)

• BMW – Improving inventory management for just-in-time parts delivery by using bar coding and local area network

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Savings on:Savings on: Telephone expenses for outsourced PBX* ($125,000/yr)Telephone expenses for outsourced PBX* ($125,000/yr) Phone moving costs (phones become plug-and-play)Phone moving costs (phones become plug-and-play) Vendor management costs (use of fewer vendors)Vendor management costs (use of fewer vendors) Cabling (lower complexity) & troubleshooting Cabling (lower complexity) & troubleshooting Capital expenditures (converged voice and data – 2 systems in 1)Capital expenditures (converged voice and data – 2 systems in 1) Audio and video conferencing (Web-based, no external providers)Audio and video conferencing (Web-based, no external providers) Cost for calls between callers in company sites Cost for calls between callers in company sites Reduced mobile phone usage by using Laptop/PC soft phone Reduced mobile phone usage by using Laptop/PC soft phone

More…

Internet Telephony – Benefits Analysis: Case of a Manitoba Company

* PBX=Private Branch Exchange, a tel. system for an enterprise (Centrex is one brand)

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Internet Telephony – Cost Analysis: Case of a Manitoba Company

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6150 Management of Information Systems and Technology

Internet Telephony – Benefits Analysis

• Benefits reported across industries:

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Change Leadership Messages(Based on presentations and beyond)

6150 Management of Information Systems and Technology

1. Manage communication toward specific purposes (e.g., knowledge sharing)

2. When implementing comm. systems, define objectives, process, incentives

3. Comm. systems should fit organizational culture, but also think how to break with a long-term, damaging status-quo (if you face one)

4. In implementing new comm. systems, consider using consultants, pilot projects, and have a long-term, plan (one system may open up the door for another)

5. Be on the lookout for new comm. IT/IS and prioritize their implementation according to organizational goals (consider the many purposes of org. comm.)