Chapter 5 Business Communication and the Technology Context 150612023349 Lva1 App6891

7/23/2019 Chapter 5 Business Communication and the Technology Context 150612023349 Lva1 App6891

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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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!"#$%M "atabases!"#$%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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&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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Documents

Chapter 5 Business Communication and the Technology Context 150612023349 Lva1 App6891