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Class 2 Systems Support to Organizational Communication

Asper School of Business - MBA Program 6150 Management of Information Systems & Technology April-June 2009 Instructor: Bob Travica. Class 2 Systems Support to Organizational Communication . Updated April 2009 . Outline. Organizational Communication

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Class 2 Systems Support to Organizational Communication

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  1. Asper School of Business - MBA Program 6150 Management of Information Systems & Technology April-June 2009 Instructor: Bob Travica Class 2 Systems Support to Organizational Communication Updated April 2009 6150 Management of Information Systems and Technology

  2. 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 6150 Management of Information Systems and Technology

  3. Brainstorm E 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… 6150 Management of Information Systems and Technology

  4. Organizational Communication • 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)

  5. Communication Technologies & Systems • 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) More… 6150 Management of Information Systems and Technology

  6. Communication Technologies & Systems • Internet phone (Voice over IP; corporate - slides 8-10; Skype) • Cell (mobile) phone (voice, text messaging) • Smartphone (mobile phone+PC; Blackberry) • Blog (Web log; editable Web pages; master case) • Communication systems run on computer, telephone, satellite, • and radio frequency networks (deregulated, privatized) • Computer networks: • Internet (TCP/IP global standard; data types convergence) • Other public & private nets (corporate, industry – Interac) 6150 Management of Information Systems and Technology

  7. 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 6150 Management of Information Systems and Technology

  8. * PBX=Private Branch Exchange, a tel. system for an enterprise (Centrex is one brand) Internet Telephony – Benefits Analysis: Case of a Manitoba Company Savings on: • Telephone expenses for outsourced PBX* ($125,000/yr) • Phone moving costs (phones become plug-and-play) • Vendor management costs (use of fewer vendors) • Cabling (lower complexity) & troubleshooting • Capital expenditures (converged voice and data – 2 systems in 1) • Audio and video conferencing (Web-based, no external providers) • Cost for calls between callers in company sites • Reduced mobile phone usage by using Laptop/PC soft phone More…

  9. Internet Telephony – Cost Analysis: Case of a Manitoba Company More… 6150 Management of Information Systems and Technology

  10. Internet Telephony – Benefits Analysis • Benefits reported across industries: 6150 Management of Information Systems and Technology

  11. Change Leadership Messages (Based on presentations and beyond) Manage communication toward specific purposes (e.g., knowledge sharing) When implementing comm. systems, define objectives, process, incentives Comm. systems should fit organizational culture, but also think how to break with a long-term, damaging status-quo (if you face one) 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) Be on the lookout for new comm. IT/IS and prioritize their implementation according to organizational goals (consider the many purposes of org. comm.) 6150 Management of Information Systems and Technology

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