Matakuliah
Tahun
Versi
: J0324/Sistem e-Bisnis
: 2005
: 02/02
Pertemuan 13
Understanding Interactive
Communication
1
Learning Outcomes
Pada akhir pertemuan ini, diharapkan mahasiswa
akan mampu :
• menguraikan konsep dan aplikasi untuk
berkomunikasi secara interaktif di Internet
2
Outline Materi
•
•
•
•
Moderating Online Meetings
Internet Chat Solutions
Peer-to-peer Technologies
Internet-based Trainings
3
Talking to Your Customer
• Typical communication between a company and
its customer is done either via normal mail, a
phone call, or email. Although in theory this is
very effective, it is possible to offer customers
even better service by offering direct
communication through online chats, for
example. The advantage of online chat is that
customers are able to help each other without
contacting the company, just as in newsgroups.
4
Next…..
• As many customers are likely to have the same
questions, it is a good idea to offer FAQ pages, where
most simple questions can be answered. But since more
complicated questions cannot be answered through a
static Web page, it is often necessary to walk through
situations, such as installation, with the customer.
• By offering the customers a dedicated chat group, it is
possible to deal with more customer requests at the
same time. Online chat offers written communication in
real time, but in order for it to succeed, it is necessary to
obey some rules and to implement them in a standard
way. This reduces the overhead for learning how to use
these new technologies and does not require any
additional software installations on the computer of the
customer.
5
Next…..
• If other software is required, it is necessary to give a
detailed description of where to download and how to
install the software. The easier it becomes for the
customer to access this form of direct communication,
the more success it will have. Implementing a bad
solution (e.g., one that it is too complicated or takes too
long to download) will increase the number of unsatisfied
customers.
• Direct communication via chat or newsgroups requires
the company to think about new communication
standards. As the responses are very direct, it is
necessary to ensure that only qualified people are
answering the questions. If they can't, a standardized
process is implemented, which allows end customers to
track questions being passed from one department to
the other.
6
Online Meetings
• Internet Telephony
• Video Conferences
• Real-time Applications (Internet Chat)
7
Problems with Real-Time Applications
• As connection speed increases, more and more
people are able to redirect phone calls to the
Internet. The obvious reason for Internet telephony
is to significantly reduce the cost of long distance
voice communication.
• Video conferencing, application sharing, and
whiteboarding are just a few of the applications that
are already accompanying real-time voice
communication over the Internet. More advanced
systems hook up the telephone with the computer,
which in turn is connected to the Internet. More
simple solutions require some speakers and a
microphone for the communication.
Next…..
8
• The Internet was not designed with real-time capabilities
in mind. Its basic idea was to maintain service, even
when some of the servers dropped out; therefore,
stability was more important. In order to make phone
calls over the Internet successful, a certain bandwidth
needs to be guaranteed; otherwise, the call will be
interrupted.
• Email does not require a guaranteed bandwidth; the
connection can even break down. The email server will
just send out the email whenever the connection is back
up again.
• The same is true for Web pages. If connections slow
down, it will take longer for the Web page to be loadedbut if you are in the middle of a conversation, this is not
desirable.
9
Internet Chat
•
•
•
•
•
Internet Relay Chat (IRC)
Java Chat Rooms
Virtual Words
Internet Newsgroups
Digital Communities
10
Internet Relay Chat (IRC)
• To get online, you need to choose an IRC server, a
nickname, and a channel where you want to meet
other people. Everyone on the IRC network is able
to open up a new channel just by entering a name.
Some channels are focused on one topic, other
channels offer a more generic platform for people
with the same interests.
• Channels with names like #bawel or #indonesia
have been designed for Indonesian. As the topic is
too general, these channels are crowded; often
more than 300 people are on the channel and
communication is almost impossible. Most
successful channels range from 2 to 30 people,
which makes it possible to participate in an ongoing
discussion.
11
•
Source
: Amor, Daniel (2002). The
e-Business (R)evolution. Prentice Hall.
PPT for Chapter : 9
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