THE QUOTE OF THE DAY

1. THE QUOTE OF THE DAY “Imagination is more important than knowledge. Knowledge is limited. Imagination encircles the world." -Albert Einstein

2. Welcome to…Business Communications Week 13: Chapter 07 Business Communication Through Technology

3. 7.1 Technology for Efficiency • Remember, business communication is dynamic! • Technology is changing and growing at an accelerated rate– Moore’s Law • The observation made in 1965 by Gordon Moore, co-founder of Intel, that the number of transistors per square inch on integrated circuits had doubled every 24 months • Read the Case Study on page 330. • The key issue for business people is EFFICIENCY: You should be faster and better than the competition

4. 7.2 Efficient in Sending & Receiving Messages • We are now not limited to “Snail mail” – an average of 8 days from Shanghai to New York • Around 70% of business telephone callers failed to reach their intended persons. • E-mail can take mere moments for all sorts of memos, reports, documents and even visuals (thanks to scanning) • “Business centers” are commonly found in hotels and airports that cater to business people. • The laptop and “smart-phone” is a portable office.

5. 7.2 Efficient in Sending & Receiving Messages • Technology makes things more cost and time efficient– gives us the information we need quickly to make decisions. • Big business advantage to being first (“the early bird gets the worm”) • E-mail is timely and you can leave auto responses and communicate with many through “reply all.” • Cell phone is immediate, regardless of where someone is located.

6. Cellular phone! THEN…. NOW!!

7. 7.2 Efficient in Sending & Receiving Messages • We get our desired effect when we reach the right person or persons with all of the desired information as quickly as desired. Examples … • Voice mail – lets you leave a complete message that the receiver can get at his phone or by calling in from somewhere else for it. • More personal than a computer. • Receiver can choose to respond whenever. • Doesn’t require a computer.

8. 7.2 Efficient in Sending & Receiving Messages • Visual aids make a presentation more effective. • A speech given together with some graphic presentation or picture/movies will have a stronger impact on the audience. • The audience receives the message from two channels, eyes and ears, which is quite different than only listening.

9. 7.2 Efficient in Sending & Receiving Messages • Visual aids make a presentation more effective. • Power point, charts and other visual aids can be incorporated into a presentation and/or a handout. • Bar Graphs and Pie Charts are great. Just make them easy to understand. (no more than seven)

10. 7.2 Efficient in Sending & Receiving Messages • With Technology, we can now also make long distance meetings efficient and possible. • Teleconference: A meeting that consists of several people (at different places) on the phone line at the same time. • Videoconference: A meeting where you are able to see and hear the participants who are at different locations (you must have microphones and a camera).

11. Other Business Technology Web conferencing - similar to video conferencing but without the pictures. An online virtual room - e.g. Webex. Instant messages – 73% of business use it. Easy back and forth communication. Great for tech support Wireless technology – WiFi (Wireless Fidelity) PDA and handheld devices. Great to create share files easily. Blogs (web logs) – online journals to share information, promote products, and respond to customer concerns.

12. 7.2 Efficient in Sending & Receiving Messages

13. 7.2 Efficient in Sending & Receiving Messages • They reduce cost and time needed to travel so that people can be together. • Videoconferences used to require more equipment but now it can be do ne from a phone or laptop…….less expensive and no equipments. • In a videoconference, members can show visuals and show more detailed technical data and important images. (i.e. advertisements)

14. 7.3 Technology for Continuing Business • “As a business leader, if you do not want to lag behind but move forward and make your business more successful, you have to be fully conscious of the latest development of the new technology available for business.” • Examples of how businesses use technology: • Company Databases • E-Commerce/On-line Stores

15. 7.3 Technology for Continuing Business • Company Databases • Companies can build up huge databases–extensive files of data with specific information • - customer contact information • - sales figures • - survey data, etc • Companies must create them carefully, update them regularly, and continually maintain them. • Major concerns are security (keeping out unwanted “visitors”) and avoiding viruses.

16. 7.3 Technology for Continuing Business • E-Commerce • E-Commerce refers to all activities conducted through communication and business technology. • However, in this context, E-Commerce refers to business conducted on the internet. • This has “revolutionized” the way business is done. Examples: • Product Promotion • “Invoicing” Merchandise or Services • Inventory Control • Communication with Customers or “Vendors” • On-line Shopping (we will look at this in detail)

18. 7.3 Technology for Continuing Business • On-line Shopping • Everyday millions of customers to buy products or services on the internet. • We have access to products all over the world right in your homes. • Convenience – because the store is always open. • Can compare products and prices quickly. • Preview for the best selection - Can take virtual tours, which are especially effective if travel shopping

19. 7.3 Technology for Continuing Business • On-line Shopping • A great deal of a business’ profits can come from E-Commerce and Online Shopping (the data in your book is over 10 years old) • Now companies can reach customers all over the world. • Because users can easily “window shop” on the internet, businesses must use good marketing strategies to win over customers. These can include: • Membership rewards • Frequent buyer programs • Point accumulations

20. Online Shopping

21. Online Shopping Statistics China’s e-commerce market is growing 130% a year. China is also expected to surpass the US to become the largest e-commerce market in the world.

22. 7.3 Technology for Continuing Business • On-line Shopping – Customer Concerns • On-line customers want to find out as much information about the company as possible; easy to not trust. • Security – “Is my credit card information safe?” • Privacy – “How will you use my personal information? • Credibility – Is the business legitimate? What if something is damaged or defective? What if I change my mind and want to return something or have it replaced? • Accessibility – Can you be reached easily, quickly and reliably?

23. 7.3 Technology for Continuing Business • On-line Shopping – Customer Concerns Activity • Get into groups of 3-5 people. • Pretend your company just started a new Online Store. • How would you deal with your Customer Concerns over the following? • Security • Privacy • Credibility • I will call on groups at random. One person must share an answer for each of the above.

24. 7.3 Technology for Continuing Business • On-line Shopping – Concerns for Businesses • Businesses also have concerns when doing E-Commerce. • SAFETY /SECURITY- Will my firewalls work? Remember, nothing online is ever 100% safe. There are “hackers.” • Is the consumer legitimate? Are they really who they say they are? ie: Identity Theft. • Is my sale legally binding on the buyer? Can I be protected against consumer fraud? Am I legally protected? • Cost control- Is the expense of E-Commerce worth it? (maintenance, software, hardware, staff, etc)

25. 7.4 Technological Tools Fitted for Business Communication • Technology also helps business communication by providing TOOLS to help make our messages stronger, clearer, and more accurate. • Two very common types of Tools are: • Document Related Tools • Internet Related Tools

26. 7.4 Technological Tools Fitted for Business Communication • Document Related Tools • “Word-processing software” help us create and format a variety of documents. It is full of tools like… • Editing – cut, copy, paste; search/find, replace, etc. • Insert– you can put in new text, pictures, diagrams, etc. • Form – “format” the Font, Paragraph, Border, etc • Thesaurus – find synonyms and antonyms; BE CAREFUL • Spell-check/Grammar – built in dictionary, BE CAREFUL

27. 7.4 Technological Tools Fitted for Business Communication • Internet Related Tools • These include all the business tools mentioned before that are useful to E-Commerce. • Search Engines – such as Yahoo, MSN, Altavista, Google Bing and Baidu. • (There are more examples in your book, but some are a bit “outdated”. Remember, technology is dynamic!) • Skype – capable of voice and video communication. • Chat Programs – MSN, QQ, Google Chat etc.

28. 7.4 Technological Tools Fitted for Business Communication • Internet Related Tools • The most widely used and important internet tool is EMAIL. Therefore we must remember the following… • Be careful about the message composition. • - Think clearly about what to say and how to say it. • - Check and double-check facts. • - Maybe “sleep on it” – save it and reread later. • Be cautious about sending highly confidential information. • - It can be stolen or sent to someone else on accident. • Use a “signature” with all your contact information.

29. 7.4 Technological Tools Fitted for Business Communication • Internet Related Tools • The most widely used and important internet tool is EMAIL. Therefore we must remember the following… • Also obey the Appropriate Email Communication Rules: • Be Timely – Check your email regularly, especially in business. Try to respond to emails immediately if possible. (even if it is to say you received it and will respond later.) • Also be Courteous and Considerate. Don’t forget relationship in emails. Try to be short and to the point, but not at the expense of relationship.