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The Evolution of Communication in Business

EVOLUTION of Communication in BUSINESS Business Communication IDEAS IDEAS • Two parties exchanging ideas to advance a commercial enterprise • Has evolved in response to overcoming obstacles Early Mechanics Long before the printing press was invented, humans had other ways of sharing information: • Cave walls were used to leave messages for others • Alphabets and symbols were created to communicate in letters and on contracts The ancient Romans and Greeks used ram's horns to announce beginning of wars and holidays In ancient times, runners delivered important messages, and business letters were shipped to foreign ports by water travel Communication of Modern Age Technology boomed in the late 20th century • companies now have many options to choose from VHS then DVD allowed executives to disseminate information like: • training • announcements Closed-circuit television allowed virtual conferencing around the globe Latest breakthrough: High Definition • webcams are able to operate at high definition levels • viewers have a more realistic experience communicating with people on a video call • able to provide crystal-clear simultaneous viewing of multiple sites Next Generation of Webcams • have full 1080 pixel HD videos • onboard H.264 compression (preferred video compression method) which can transmit high quality video at optimum file sizes • USB Video Class (UVC) driver-less install Newsletters and bulletin boards migrated to company Intranets Biggest leap in communication was the electronic posting of messages • anybody can send e-mail to anyone, anywhere, and anytime • but lately, emails became ubiquitous as people filter or ignore messages Mobile devices are becoming more powerful and versatile • users expect to be able to access the internet anywhere and anytime • employees increasingly bring smartphones and tablets into the workplace With mobile phones, text messaging or SMS became an effective tool because it is simple and easy to use • SMS is available on virtually all mobile phones • texting messaging is now the world's most pervasive communications technology • based on a Singlepoint research on June 2010, more than 90% of text messages are opened and read while only less than 40% of email solicitation are read Online chat/live help quickly emerged as an effective tool for business communication because it: • enables you to chat with clients, boss or colleagues • is fast and cost-effective • functions in real-time The Future of Communication The top 4 ways users communicated with companies in the last 12 months are: Top 3 benefits for an individual when communicating with a company using an online chat facility: Over the telephone Avoiding long telephone queues Using email Securing real-time response for a question Avoid being automatically routed between people Face to face, In-store Using an online chat facility Asking questions: Top 3 industry sectors in terms of customer service are: If you wanted to ask a company a question, in which of the following ways would you prefer to reach them? Retail and Wholesale The top 3 preferred ways are: Hotels and Leisure • Using email • Over the telephone • Using an online chat tool Financial Services SMS has been the most The top 3 potential benefits for customers and prospects when organizations offer an online chat facility: successful non-voice service Global SMS Volume in Billions (2005-2012) O 3000 • A better customer-service experience 2000 1000 • Happier customers 2005 2007 2008 2009 2010 2011 2012 Year 12005 Forecast 2007 Forecast • A closer customer relationship • Industry-related reports project SMS volumes and revenue will continue to grow on a global basis In addition to the results from the research, new communication modes like desktop video, social media, mobile, and room-based video are on the verge New tools are being added to the workplace What people use in the workplace now? (Frequency, at least once a week) 100% We are seeing the more collaborative, less format tools start to reach a 80% critical mass in the workplace 60% 40% 20% 0% Email Office Phone Mobile Conference VolP Calling Texting (SMS) Instant Messaging Social Desktop Video Room-based Networks Calls Video Here are more results from the research: • about 20% of those surveyed said they now use VolP calling at least once a week • a slightly lower number are using desktop video that often •a little over 40% of respondents use instant messaging at least once a week • more than 50% do work-related SMS texting from their phones • remote office work is now commonplace in 62% of businesses • usage of desktop video is accelerating, with about 15% for this year and 25% of respondents saying to use it more in the future The research asked video callers the value of the medium and here are the responses: 68% experience richer and more productive communication with colleagues, clients, and suppliers 65% said they collaborate better 62% said they save time 56% said they save money 69% want video to be available on a range of devices and locations, not just fixed systems How Live Chat Helps: • Improves website conversions • Increases sales volume • Reduces operational costs & increases efficiency • Builds brand and customer loyalty Sources:'reviews/229300081?pgno=25 SMS Messages (in Billions)

The Evolution of Communication in Business

shared by netop on Jul 02
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Things have changed a lot in the way people conduct business communications, especially between the customer and the company. Effective communication can lead to better customer service, more efficien...




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