In business, communication is

everything !

Objectives
Importance of automation in business

communication
Impact of automation on business
communication
Framework for automating processes for
business communication

Agenda
Technology based communication deliveries
Effects of automation on organizational

environment and on individuals

Criteria for selection of technology for the
meeting of specific task of communication
Return on investment from the use of
technology in business communication

Usage of Technology
Voice Communication Telephone Fixed,

wireless, WLL, net telephony, VOIP

Data communication Fax, Telex, Pager, emails, PDAs
Some devices however are used for both the
purpose of voice and data transmission and
the difference between the two is blurring.
Interdependence- Digital convergence
or technological convergence

Voice and Telephone

communication

Telephone communication real time in

nature
Voicemails used by business houses for
dispensing information and sub menus in
automatic answering machines. eg- ICICI bank
Cell phones are overtaking fixed lines due to
convenience and other value added features
in Mobile telephony

Advantages
Accessibility
Ubiquity
Time
Storage of information
E-mail messages
Redirection and answering services
Dual lines
International calls
Mode of Marketing communication

Disadvantages
Transience. Listeners quickly forget the crux

of the matter being told and what they hear.

Distortion of messages.

Other Communicating
devices
Fax machines
Desktops
Laptops
PDA
Palm Pilot OS
MS Pocket PC OS
Auxiliary products: used in conjunction with the

computers to enhance the usability, functionality

and image of the business.
Digital camera
Scanner
Wireless transmission

Internet

Some Organizations that

implemented..

Supplier performance evaluation:

E-commerce:

Supply chain efficiency :

Audio conferencing

Architecture for audio

conferencing

Video conferencing

Advantages
Managing a large company
Virtual teams
Conducting training sessions
Conducting knowledge management sessions
Access to remote expertise
Supply chain management

Web conferencing
Systems that allow numerous users to

connect via a network and have real time

discussion
Several varieties depending upon groups like
topics or purpose of meeting etc
High network bandwidth is a pre requisite for
audio/video conferencing and sharing of video
files (groupware)

Architecture of web
conferencing

Types of web
conferencing
Online Bulletin board/message board/online
web forums
Group e-mail list
Expedite the sale closure:
Expedite the decision-making process
other uses like sales presentations, product
demonstrations, training, meetings between
geographically dispersed team members, and
brainstorming sessions.

IM - Instant Messaging
It is almost a real-time communication, which

is simple and user-friendly;

It is also instantaneous, easy to use, and
cheap
Helps in multi-tasking and collaboration as
many people can chat at the same time with
one another.
Best practices sessions through IM
Formal versus informal communication
channel

Concerns over usage of

IM
Security
Cross-platform compatibility.

Emails
Usually formal channel of communication
Sender Gateway Receiver (Software

used in moving is called transport)

E-mail etiquettes are still developing with
many organizations have already developed
some

Effect of Automation in
Business
Distance no longer a barrier
Flat organizational structure
Communication
Increased transparency and reduction in information
float
Faster communication leading to faster decision making
Multiple sources leading to focus on quality information
Quicker implementation of communication dependent
projects
Virtual teams

Downside of automation
Technophobia
Information overload
Less time for personal activities
Unsocial Behaviour

Factors affecting automation

in Business Communication
available technology,
skill level of employees and
business needs

Factors affecting choice of

technology

Objective : provide information, persuade,

collaborate
Business Imperatives: eg-mass communication and
broadcasting
Audience: number, status, level of understanding etc
Nature of message : degree of confidentiality
Time in transit
Technology and usage Cost
Presentation needs

Automation results in

ROI

Thank you