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COMM470 The Virtual Office Joseph Lewis Aguirre COURSE OBJECTIVES- WS1 VIRTUAL VERSUS REAL-TIME COMMUNICATIONS • Identify the elements of the basic communications model. • Define asynchronous communication versus real-time communication. • Specify the technology appropriate to the message. • Apply effective and efficient online communication techniques. WS5 Learning Team Assignment Demo Website emphasizing customer service operations in a global environment: 1. Benchmarking - Website Analysis: Five companies 2. Web Host Selection 3. • • Website Content 4Ps + 2I = Π Viral Marketing Attributes of Virtual Communication a) There is always some form of mediation (electronic or otherwise) between the sender and receiver. b) It is asynchronous c) Each type of virtual communication carries its own personality (e.g., formality or informality, urgency, level of detail it can present). d) Each type of virtual communication is subject to its own varieties of "noise" that can disrupt or distort the message. e) The communications skills needed depend on the medium mediating the communication, and are more oriented toward content than context. Attributes of Virtual Communication f) The nonverbal clues of real-time communication are missing (although each type of virtual communication has its own nonverbal clues). g) Because there is no opportunity for immediate questions or feedback, the sender must include all the details needed by the receiver to fully understand the message. Attributes RT Communication a) The communication can be either mediated (e.g., telephone call) or unmediated (e.g., face-to-face communication). b) The communication is synchronous c) There can be a rich set of nonverbal clues present to help participants interpret communication content and meaning. d) Although the medium used adds its own characteristics, it is the personality of the communicators that imparts the formality, urgency, and level of detail to the communication. Attributes RT Communication e) The communications skills of the communicators are balanced between the content and the context of the message. f) Noise can also be a factor in disrupting or distorting the message, but the types and sources may differ from those in a virtual communication. Because there is opportunity for immediate feedback, the sender and receiver constantly negotiate the level of detail required for the message to be fully understood. COURSE OBJECTIVES- WS2 CHARACTERISTICS OF TECHNOLOGY-MEDIATED COMMUNICATION • Distinguish the types of technology-mediated communication. • Describe the characteristics of virtual communications media. • Apply the basic communications model to virtual communications media. COURSE OBJECTIVES- WS3 WORKFORCE COMMUNICATION DEPENDENCY • Analyze the ways in which virtual technologies enable communications in the global workplace. • Identify key changes that affect the flow of information in a virtual workplace. • Propose ways to use new media to optimize organizational communication. COURSE OBJECTIVES- WS4 E-COMMERCE COMMUNICATION • Identify the similarities and differences between the virtual and the real-world customer. • Distinguish the difference between the world of ecommerce and the real world in terms of customer communications. • Determine which traditional customer communications can and cannot be successfully ported to the world of e-commerce. • Assess what new communications techniques are uniquely available in the world of e-commerce. • Demonstrate how the use of multimedia technologies creates effective e-commerce sites. COURSE OBJECTIVES- WS5 CUSTOMER SATISFACTION VIA E-COMMERCE • Examine the customer satisfaction expectations of ecustomers. • Assess the communications techniques that emerchants can use to satisfy customer expectations. • Translate new communications technologies into a vehicle for enhanced customer satisfaction. Creating a New System “It must be remembered that there is nothing more difficult to plan, more doubtful of success, more dangerous to manage, than the creation of a new system. For the initiator has the enmity of all who would profit by the preservation of the old institutions and merely lukewarm defenders in those who would gain by the new ones. — Niccolo Machiavelli Generalized System Environment Control Input Processing Output System Components, Relationships, Boundaries, Interfaces, Constraints Modem Communications System 00100010101000110001111111000110001 Message Info Source Message Received Control Modem Modem Noise Destination Generalized Communications System 00100010101000110001111111000110001 Message Info Source Transmitter Control Message Received Transmission Channel Destination Noise Receiver Modem Communications System 00100010101000110001111111000110001 Message Info Source Message Received Control Modem Modem Noise Destination Decision Making Framework Information Characteristics Decision Structure Business Professionals Structured Semi Structured Un Structured Operational Management Efficient, do thing right Tactical Management Business Unit Managers -Effective, right thing Strategic Management Executives, Directors -Transformation RELATIVE TIME SPAN Pre specified Scheduled Detailed Frequent Historical Internal Narrow Focus Ad Hoc Unscheduled Summarized Infrequent Forward looking External Wide Scope Decision Making Context Management Level Organizational Design Maturity Concurrency Decision Structure Structure Noncollaborative Collaborative Consensus Majority Weighted Consensus Committee Majority Individual Weighted Decision Strategies Optimization Satisficing Elimination by aspects – eliminate all alternatives that fail with respect to a particular aspect Instrumentalism – muddling through – compare alternative courses of action to the current one Mixed scanning – search for, collection, processing, evaluating and weighing of information. The importance of the decision determines the degree of scanning Analytical Hierarchical Process – decompose the overall decision objective into a a hierarchic structure of criteria, sub-criteria and alternatives Computer System Components Central Processing Unit Input Devices Control Unit ALU Special Primary Cache Purpose Memory Storage Processors Secondary Storage Devices Output Devices Virtual Reality Head Mounted Display Virtual Reality University of Illinois at Chicago CAVE (Cave Automatic Virtual Environment) Virtual Reality VT™ CAVE™ Virginia Tech Virtual Reality Virtual Reality Modeling Language (VRML) http://www.web3d.org/contact/sitemap.html Group Characteristics • DMs with a common decision making problem • Shared interest in a collective decision • All members have an opportunity to influence the decision • For example: local governments, committees, boards etc. GD Benefits + Pooling of resources – more information and knowledge – generates more alternatives + Several stakeholders involved – increases acceptance – increases legitimacy - Time consuming - Ambiguous responsibility - Problems with group work – Minority domination – Unequal participation - Group think – Pressures to conformity... Strategies to Improve GD • • • • Brainstorming Nominal group technique Delphi technique Computer assisted decision making – GDSS = Group Decision Support System – CSCW = Computer Supported Collaborative Work