Chapter 10: Organizational Communication
Learning Objectives
• Discuss the different types of organizational
communication.
• What is information technology and what role does it
play in effective communication and E-Commerce?
• Identify and discuss the stages of the communication
process
• Discuss the major barriers to communication.
• Identify the forms of communication.
• What is media richness?
• Discuss the role of communication feedback.
• Identify the five typical response styles.
• Discuss information systems.
Types of Communication
• Vertical Communication
• Horizontal Communication
• Grapevine
Information Technology
• Data versus Information
Information Technology (cont’d)
• Information Technology (IT)
– Technology used to store, process, and distribute
useful information.
• The Internet
– A global collection of computer networks linked
together to exchange data and information on the
World Wide Web (WWW).
• Wireless Communication
– Handheld devices allow people to get information
when and where they need it.
Information Technology (cont’d)
• E-Commerce
– The buying and selling of products and services
over electronic systems, typically the Internet.
• M-Commerce
– Buying and selling from wireless mobile devices
• Cloud Computing
– Data and software stored with third-party
providers that can accessed and run it from the
Web.
.
● E-Commerce
Business-to-Business (B2B)
Ford buys tires from Firestone. Wal-Mart buys merchandise
from thousands of suppliers automatically through electronic
data interchange (EDI) as inventories become low.
Business-to-Employee (B2E)
Merck sales reps conduct business on the road, and some
Cengage Learning employees telecommute (work from home).
UPS drivers get electronic orders to pick up packages along
their routes and send electronic information to businesses for
tracking deliveries.
Business-to-Customer (B2C)
Amazon.com sells a book and a computer to John Smith.
Customers can go to the FedEx Web site to track their
packages. Bank of America offers online banking. MasterCard
allows you
to go online to check your charge account transactions.
Peer-to-Peer (P2P)
An Apple employee in the United States electronically contacts
an Apple employee in China to find out why an iPod order is
behind schedule. Sony PlayStation employees in Boston and
California develop a new game together, sharing the same
game file. A Springfield College professor fills out and sends a
flexible benefit form online to the human resource department
across campus.
Customer-to-Customer (C2C)
John Smith buys a watch from Jean Jones and sells a car to
Jones through eBay. Jones gets music, videos, software, and
other files from Smith through BearShare and LimeWire.
Ford
B2B
Firestone
Business/
Database
B2E
Employees
Amazon.com
B2C
John Smith
Employee
P2P
Employee
eBay (online auctions)
BearShare, LimeWire (file sharing)
John Smith
C2C
Jean Jones
Decode this information
Are you able to decipher these buzzwords from
corporate America?
(Match the statement with the meaning)
WHAT THEY SAY
Involuntary separations
Population equivalents
Adverse mortality experiences
High utilization of medical services
Social expression products
Multi channel marketplace
Death care providers
WHAT THEY MEAN
A. Deaths
B. Greeting cards & gifts
C. Layoffs
D. Funeral home or
cemetery companies
E. People
F. Lots of patients
G. Cable TV
● The Communication Process
● Major Communication Barriers
Forms of Communication
Selecting the Message Transmission
Channel and Media Richness
Communication Feedback
• Feedback
• Paraphrasing
• Feedback Problems:
● Five Typical Response Styles
Information Systems
• Transaction Processing Systems (TPS)
– Used to handle routine and recurring business
matters (e.g., accounting transactions).
• Management Information Systems (MIS)
– Used to transform data into the information
employees need to do their work.
– Focus on strategy implementation.
• Decision Support Systems (DSS)
– Use managers’ insights in an interactive computerbased process