Chapter 10: Organizational Communication Learning Objectives Discuss the different types of organizational communication. What is information technology and what role does it play in effective communication and E-Commerce? Identify and discuss the stages of the communication process Discuss the major barriers to communication. Identify the forms of communication. What is media richness? Discuss the role of communication feedback. Identify the five typical response styles. Discuss information systems.
Types of Communication Vertical Communication Horizontal Communication Grapevine
Information Technology Data versus Information
Information Technology (cont’d) Information Technology (IT) – Technology used to store, process, and distribute useful information. The Internet – A global collection of computer networks linked together to exchange data and information on the World Wide Web (WWW). Wireless Communication – Handheld devices allow people to get information when and where they need it.
. Information Technology (cont’d) E-Commerce E-Commerce – The buying and selling of products and services over electronic systems, typically the Internet. M-Commerce M-Commerce – Buying and selling from wireless mobile devices Cloud Computing Cloud Computing – Data and software stored with third-party providers that can accessed and run it from the Web.
● E-Commerce Business-to-Business (B2B) Ford buys tires from Firestone. Wal-Mart buys merchandise from thousands of suppliers automatically through electronic data interchange (EDI) as inventories become low. Business-to-Employee (B2E) Merck sales reps conduct business on the road, and some Cengage Learning employees telecommute (work from home). UPS drivers get electronic orders to pick up packages along their routes and send electronic information to businesses for tracking deliveries. Business-to-Customer (B2C) Amazon.com sells a book and a computer to John Smith. Customers can go to the FedEx Web site to track their packages. Bank of America offers online banking. MasterCard allows you to go online to check your charge account transactions. Peer-to-Peer (P2P) An Apple employee in the United States electronically contacts an Apple employee in China to find out why an iPod order is behind schedule. Sony PlayStation employees in Boston and California develop a new game together, sharing the same game file. A Springfield College professor fills out and sends a flexible benefit form online to the human resource department across campus. Customer-to-Customer (C2C) John Smith buys a watch from Jean Jones and sells a car to Jones through eBay. Jones gets music, videos, software, and other files from Smith through BearShare and LimeWire. B2E Business/ Database Employees B2C Amazon.com John Smith P2P Employee C2C John Smith Jean Jones eBay (online auctions) BearShare, LimeWire (file sharing) B2B Ford Firestone
Decode this information Are you able to decipher these buzzwords from corporate America? (Match the statement with the meaning) WHAT THEY SAY WHAT THEY MEAN Involuntary separations A. Deaths Population equivalents B. Greeting cards & gifts Adverse mortality experiences C. Layoffs High utilization of medical services D. Funeral home or Social expression products cemetery companies Multi channel marketplace E. People Death care providers F. Lots of patients G. Cable TV
● The Communication Process
● Major Communication Barriers
Forms of Communication
Selecting the Message Transmission Channel and Media Richness
Communication Feedback Feedback Paraphrasing Feedback Problems:
● Five Typical Response Styles
Information Systems Transaction Processing Systems (TPS) – Used to handle routine and recurring business matters (e.g., accounting transactions). Management Information Systems (MIS) – Used to transform data into the information employees need to do their work. – Focus on strategy implementation. Decision Support Systems (DSS) – Use managers’ insights in an interactive computer- based process