1. 6150 Management of Information Systems and Technology Class 2 Systems Support to Organizational Communication Asper School of Business - MBA Program 6150 Management of Information Systems & Technology April-June 2009 Instructor: Bob Travica Updated April 2009

2. 1 of 10 6150 Management of Information Systems and Technology Outline Organizational Communication Communication Technologies & Systems Using Communication Technologies for Operational and Strategic Gains (mini-cases in textbook) Internet Telephony, Cost-Benefit Analysis Change Leadership Messages

3. 2 of 10 6150 Management of Information Systems and Technology Organizational Communication Kinds: Face-to-face (FtF), Paper-based, Computer-Mediated Communication (CMC) Purposes: Announce, order, report, make decision, govern, acquire/share professional knowledge, collaborate, socialize… Top-down (vertical, formal) vs. horizontal (informal) Influenced by organizational culture Can be “politically correct” rather than honest (org. politics impact) Documented (pros & cons) FtF comm. is richer (voice, visual), interactive, and supports strong social presence than paper-based comm. or CMC Attributing meaning to non-communication acts and to words – sensitive area More…  Brainstorm

4. 3 of 10 Computer-mediated vs. Face-to-Face communication : - Broader reach - Increase in communication volume - Meaning issues: Do you see what I mean? - Less conformity vs. deviations from cultural norms - New norms and rules needed for new technologies - Can support new ways of organizing (e.g., virtual organization) Organizational Communication

5. 4 of 10 6150 Management of Information Systems and Technology Communication Technologies & Systems More… Communication technologies & systems: Telephone, Fax, Email Transfer of electronic files (FTP on Internet) Electronic Bulletin Boards (corporate, Websites for social networking – LinkedIn, Facebook, MySpace)LinkedInFacebook Instant Messaging (chat on Internet, corporate)Instant Messaging Video conferencing (corporate facility with large screens, see Internet phone on next slide)

6. 5 of 10 6150 Management of Information Systems and Technology Communication systems run on computer, telephone, satellite, and radio frequency networks (deregulated, privatized) Communication Technologies & Systems Computer networks: Internet (TCP/IP global standard; data types convergence) Other public & private nets (corporate, industry – Interac)Interac Internet phone (Voice over IP; corporate - slides 8-10; Skype)Skype Cell (mobile) phone (voice, text messaging) Blog (Web log; editable Web pages; master case)Blog Smartphone (mobile phone+PC; Blackberry)Smartphone

7. 6 of 10 6150 Management of Information Systems and Technology Evidence in Cases IGC Communications – Evolving with changes in institutional environment and technology National Semiconductor Strategic uses of internal net (intranet)National Semiconductor and external nets (extranet); savings from outsourcing Pearson International Airport – Advancing services forPearson International Airport clients via local area network (intranet using Internet technology) BMW – Improving inventory management for just-in-time parts delivery by using bar coding and local area network

8. 7 of 10 Savings on: Telephone expenses for outsourced PBX* ($125,000/yr) Telephone expenses for outsourced PBX* ($125,000/yr) Phone moving costs (phones become plug-and-play) Phone moving costs (phones become plug-and-play) Vendor management costs (use of fewer vendors) Vendor management costs (use of fewer vendors) Cabling (lower complexity) & troubleshooting Cabling (lower complexity) & troubleshooting Capital expenditures (converged voice and data – 2 systems in 1) Capital expenditures (converged voice and data – 2 systems in 1) Audio and video conferencing (Web-based, no external providers) Audio and video conferencing (Web-based, no external providers) Cost for calls between callers in company sites Cost for calls between callers in company sites Reduced mobile phone usage by using Laptop/PC soft phone Reduced mobile phone usage by using Laptop/PC soft phone More… Internet Telephony – Benefits Analysis: Case of a Manitoba Company * PBX=Private Branch Exchange, a tel. system for an enterprise (Centrex is one brand)

9. 8 of 10 6150 Management of Information Systems and Technology More… Internet Telephony – Cost Analysis: Case of a Manitoba Company

10. 9 of 10 6150 Management of Information Systems and Technology Internet Telephony – Benefits Analysis Benefits reported across industries:

11. 10 of 10 Change Leadership Messages (Based on presentations and beyond) 6150 Management of Information Systems and Technology 1. Manage communication toward specific purposes (e.g., knowledge sharing) 2. When implementing comm. systems, define objectives, process, incentives 3. Comm. systems should fit organizational culture, but also think how to break with a long-term, damaging status-quo (if you face one) 4. In implementing new comm. systems, consider using consultants, pilot projects, and have a long-term, plan (one system may open up the door for another) 5. Be on the lookout for new comm. IT/IS and prioritize their implementation according to organizational goals (consider the many purposes of org. comm.)