Executive Summary
Communication utilising the computer technology has been in use for several years with private individuals taking advantage of it. People who want to remain in touch with their families and friends use it in what is called social network outfits such as Facebook, MySpace, and Friendster. Other forms of computer-based communication are the Instant Messaging, chatting, blogging and podcasting. Millions of people use them every day due their fast and real-time transmission of information.
Some organisations are beginning to notice the advantage of these technologies in the operation and management of their business and organisation. However, they may not totally welcome the application of these technologies since employees and personnel tend to abuse them and spend work-hours using them instead of performing corporate functions. Abuses can be regulated and managed by organisations with the assistance of software applications that could track down unauthorised use or abuse of these technologies in the workplace. Taking advantage of these communication technologies can greatly help companies in their transactions, communication and information dissemination especially in the field where speed is of prime consideration.
Introduction
Communication has been continually expanding with the introduction of new computer-based technologies that can be availed for free as long as there is an internet or intranet connection. Messages are transmitted faster and on real-time. The new technologies enabled the linking and networking of various devices with each other such as mobile phones and iPods.
There are varied computer-based communications currently in use such as the social networking media (Facebook, MySpace, Friendster), chat-rooms, IMs and the most commonly used email messaging. Mobile phones are also linked to computers wherein SMS (short message service) and MMS (multimedia messaging service) can be sent from and to mobile phones and the computer through the internet connection. Facebook and MySpace are not chat-rooms since chatting can only be made between two persons unlike the chat-rooms where multiple users within the chat-room to communicate simultaneously. Computer-based technologies also accommodate the needs of varied workers, i.e. the company can send information to mobile workers through the podcast (refers to broadcasting audio through the internet which can be downloaded into the iPod for users to hear) (Parsons & Groh 2006).
Despite the advantages these media can offer, organisations may not immediately embrace them in their system. Embracing new technologies based on computer may not be easy for a number of employees since ingrained behaviours cannot be changed immediately (Parsons & Groh 2006). But efforts are made so that information technology applications can support communication needs of organisations. The Information and Communication Technologies (ICTs) are being utilised to support and collaborate with organisations on embarking innovative ideas (Awazu, Baloh, Desouza, Wecht, Kim, & Jha 2009).
On the business side, customers can find answers to their problems through chat-rooms and email messages (Awazu et al. 2009). Corporations should be up to date with technology in order for them to remain strong (Spaeth 2008).
The HR department also faces a problem with its emails and newsletters not being read by employees (Parsons & Groh 2006). It should also be considered that employees have different learning styles (Parsons & Groh 2006) that the management should consider in introducing computer-based communications. The HR personnel may select from the available technologies (e.g. email, teleconferencing, videoconferencing, webcast) that could be used to “reach, educate, and motivate employees” (Parsons & Groh 2006, p. 60).
IM and Blogging
Instant messaging or IM has started out as a communication platform used by individuals for personal exchange of information. IM allows communication between two or more individuals based on text and transmitted through a computer network (Spaeth 2008). To use the IM, the user has to download a client application into the computer or accesses a website, and logs-in after creating a user’s account (Wilkins 2007). The IM software can detect the status of the user, whether online or offline, which status is posted to other users listed in the contact list of the user (Wilkins 2007). The capability of IM, supported by Microsoft Office and Adobe Acrobat, to project whoever is available online makes it easier for people to collaborate and communicate in real-time (Wilkins 2007). Other software companies are creating their own applications that would be compatible with IM (Wilkins 2007).
The interface IM uses is simple (Wilkins 2007) that no sophisticated or complicated Information Technology knowledge and skill are needed to be able to use the system. With IM, users can send messages and photographs, and share files (Wilkins 2007). IM is not utilised in many organisations as a policy but on the own initiative of employees who download “chat clients” from public search engines (e.g. MSN, Yahoo) (Wilkins 2007, p. 27). In fact, a mere 31 percent of the companies are implementing guidelines on IM usage (Wilkins 2007). Workers use IM informally to share humour, gossips or rumors (Parsons & Groh 2006).
The potential of IM for organizations to enhance their business capabilities and transactions is tremendous. But the possibility of abuse by employees in using working hours for personal communication rather than on the performance of duties (Wilkins 2007) may discourage organisations in adapting the system.
The 2005 AOLs Third-Annual Instant Messenger Survey revealed that users of the system at work reached 77 percent of the respondents with 19 percent increase every year (Wilkins 2007). The 77 percent workers who gave positive comments on the effect of IM provided the following reasons:
- capability to communicate with co-workers, 58 percent;
- receive immediate replies on business transactions, 49 percent;
- use it to communicate with customers, 28 percent;
- file-sharing, 25 percent;
- exchange of information while on conference calls, 24 percent;
- sending of URLs to co-workers, 23 percent;
- organising person to person meetings, 22 percent;
- use of chat in conferences, 19 percent;
- organising conferences calls, 15 percent; and
- to prevent face to face conversation that might prove difficult, 12 percent (Wilkins 2007).
IM is greatly advantageous in industries where immediate transmission of information and response are necessary. Therefore, organisations that deal with securities and trading can greatly benefit from IM since it provides “rapid access and a confirmation that someone at the other end has responded” (Wilkins 2007, p. 29).
A blog, a contraction of the phrase web log, refers to a website with entries, commentaries, event descriptions, or other graphic materials that users can comment on (Spaeth 2008). It has been steadily growing with an average of 40,000 blogs being posted in a day (Spaeth 2008). Organisations approach blogs with caution since users can post negative comments anonymously (Spaeth 2008). The format in blogging allows more free and spontaneous commentaries because users are identified only by assumed screen names (Spaeth 2008). This approach would free the users from fear of retaliation from being anonymous. Using this technology without succumbing to abuse would be to present blog as a publication format wherein regular newsletters would be posted for comments (Spaeth 2008).
The online real-time feature of blog can be effectively used by banking establishments. The impact of blog upon this industry cannot be discounted especially when incidents occur. Before this technology was introduced, bankers would have more time to react to reporters and figure out what to do (Spaeth 2008). At the current state of technology, bank officials have to react immediately to reports through the organisation’s website which can be aided by a video.
Blogs have changed how organisations react to crisis. The usual deadline on a daily basis is replaced with the “24/7 accessibility” and people expect results the soonest time possible (Spaeth 2008, p. 13). Thus, when a blogger posted an incident, the bank can no longer follow the regular course of investigation, clearing with the legal department and then releasing the information (Spaeth 2008). The response must be immediate even before the conduct of the investigation (Spaeth 2008).
Conclusion
The use of the new technology may grow in the coming years since it provides a venue for workers to connect with the organisation and with each other (Parsons & Groh 2006). The utility of IM is most suitable for organisations wherein time and immediate transmission of information are important elements in the daily transaction. In stock trading, for instance, parties to the trading must be able to react as soon as possible with the changes in the floor that should be relayed to others within seconds. To counter the negative usage of IM in the workplace, the management can install software that can monitor employees who use it for personal use.
Blogging is a useful tool to exchange valuable information in the workplace. Formulation of plans can be straightened out with this medium even without face-to-face meeting. Moreover, blog postings can remain in the website unless removed by the administrator, thus allowing everyone to view them and post their comments. Screen names may be allowed for workplace users but the administrator must be able to know which screen name belongs to an employee. In this manner, only legitimate and valuable complaints and comments will be posted by users that would help in the development of the organisation.
References
Awazu Y, Baloh P, Desouza KC, Wecht CH, Kim J, & Jha S, 2009. Information–Communication Technologies open up innovation: ICTs are transforming open innovation and providing a competitive edge to the organizations that select and deploy them carefully, Industrial Research Institute, Inc., pp. 51-58.
Parsons A & Groh K, 2006. The new road to effective communications. Compensation and Benefits Review, vol. 38, no. 4; ABI/INFORM Global, pp. 57-65.
Spaeth M, 2008. The next generation of communication. Texas Banking, vol. 97, no. 8; ABI/INFORM Global, pp. 10-13.
Wilkins J, 2007. RU ready for IM? Information Management Journal, vol. 41, no. 3, Academic Research Library. pp. 27-31.