RELIABLE MODE OF COMMUNICATION
Voice mail’s introduction enabled people to leave lengthy, secure and detailed messages in natural voice, working hand-in-hand with corporate phone systems. The adoption of voicemail in corporations improved the flow of communications and saved huge amounts of money. GE, one of the pioneer adopters of voicemail in all of its offices around the world, claimed that voicemail saved, on average, over US$1,100 per year per employee.
Voicemail has two main modes of operation: telephone answering and voice messaging. Telephone answering mode answers outside calls and takes a message from any outside caller (either because the extension was busy or rang no-answer). Voice messaging enables any subscriber (someone with a mailbox number) to send messages directly to any or many subscribers’ mailboxes without first calling them. Both of these modes are described below.
[edit]Telephone answering mode
One of the advantages of a PBX is its ability to forward calls. If a person is using his phone or does not answer it, calls to his extension are forwarded automatically by the PBX to another extension, presumably someone (like a secretary) who can answer the call and take a message. With a voicemail system installed, the PBX is programmed to forward busy or unanswered extensions to a machine — the voicemail system.
Suppose an outside caller, Willma, calls someone in a company, Fred. If Fred’s phone rings "no answer" or "busy", the PBX will forward the call to the voicemail system. Somehow the PBX needs to tell the voicemail system that Fred’s phone is the one that the call is being forwarded to so that the voicemail system can answer with Fred’s personal greeting. Without this information, the voicemail system would have no idea whose phone it was answering. Once a message is left, the voicemail system illuminates the message waiting light on Fred’s phone. It does this by sending a signal to the PBX to tell it which light to light. When Fred returns to his desk and calls the voicemail system (or calls in remotely) he is presented only with the messages in his personal mailbox even though thousands of messages belonging to other people are stored on the same system. Once the messages are played, the voicemail system signals the PBX to turn off the message waiting light on Fred’s phone.
Early voicemail systems (notably those made by IBM and VMX) could not answer outside calls — that is, they could not automatically answer a call originally destined to an extension on the PBX which rang busy or was not answered. As subsequent voicemail systems emerged (notably ROLM and Octel which later merged with Boston Technology), the systems could answer outside calls. However, most PBX’s did not provide signaling to tell the voicemail system which extension it was forwarding, nor did they support telephones with message waiting lights. This signaling would come later, but until it did it created a major challenge for voicemail systems for many years.
[edit]Voice messaging
This mode is to phones what email is to computers. Messages are sent to other users by calling the voicemail system rather than the user’s phone. For example, suppose two employees, Fred and Mary, are working on a project. Fred has some information that Mary should have, but does not want to phone her and talk to her — he just wants to give her the information. Rather than phone her, Fred calls the voicemail system, logs on with his number and password, and records a message to Mary in his own voice. He tells the voicemail system to send it to Mary by keying in her mailbox number (same as her extension) or spelling her name using Touch-tone keys. The message is immediately put in Mary’s voice mailbox without her phone ever ringing. The message waiting light on her phone immediately comes on telling her there is a message. Fred can send this message just to Mary, to Mary and any number of additional employees, or to group lists which contain any number of pre-programmed names and numbers. The same message can be sent to thousands of people. Additional features are available, like marking a message urgent, private or asking for notification when the message has been picked up.
[edit]Interoperability between systems
Voice messaging does not always have to be sent between individuals on the same voicemail system. Messages can be transferred using AMIS (Audio Messaging Interchange Specification) or VOIP (Voice Over Internet Protocol) technologies; both allow messages on one computer system to be forwarded to the target system. Like email, this method of delivering voice messages can be subject to abuse such as spam or vishing. There are Federal and State laws and regulations designed curb these abuses, such as the United States National Do Not Call Registry.
EFFECTIVE COMMUNICATION AND HEALTHY RELATIONSHIPS
Communication involves almost every aspect of our interactions with others; for this reason, communication and relationships are inseparably connected. You can't have a relationship with someone without communicating with them.
Communication involves how we express our thoughts, ideas, and feelings to others, including what we say and how we say it. But when we communicate with others, we also communicate attitudes, values, priorities, and beliefs. No matter what we actually say to other people in words, we also send messages about what we think of them, what we think of ourselves, and whether or not we're being sincere and genuine in what we say. Our non-verbal communication -- those things we don't say with words, but with our gestures, our facial expressions, and our attitude -- speak volumes.
Two Way Traffic
What we say and do, and how we say and do it, directly shapes how people experience us. In fact, many times, the opinions people form about us are based on the way we communicate. It also directly influences how they communicate in return. In other words, communication is a two way street.
Communication in the Real World
Communication can be clear or vague, open or guarded, honest or dishonest -- it can even be spoken or non-spoken -- but there is no such thing as "non" communication. In fact, virtually everything we do in the company of others communicates something. Our body language, facial expressions, tone of voice, and level of interest (or disinterest) communicate something to the perceptive observer.
Because our ideas and interests are transmitted to other people through the way we communicate, we're more apt to get our needs met if we are effective communicators. The problem is that often we think we're communicating one thing but are actually communicating something quite different, or we're communicating so poorly that no -- one quite understands what is we're trying to say.
EFFECTIVE COMMUNICATION
Ineffective communication is characterized by one or more the following elements:
Indirect (doesn't get to the point, never clearly states purpose or intention)
Passive (timid and reserved)
Antagonistic (angry, aggressive, or hostile tone)
Cryptic (underlying message or purpose is obscured and requires interpretation)
Hidden (true agenda is never stated directly)
Non-verbal (meaning is communicated through body language and behaviors, not words)
One way (more talk than listening)
Unresponsive (little interest in the perspective or needs of the other person)
Off base (responses and needs of the other person are misunderstood and misinterpreted)
Dishonest (dishonest statements are substituted for true feelings, thoughts, and needs)
Effective Communication
On the other hand, effective communication is:
Direct (to-the-point, leaving no doubt as to meaning or purpose)
Assertive (not afraid to state what is wanted or why)
Congenial (affable and friendly)
Clear (underlying issues are clear)
Open (no intentionally hidden messages or meaning)
Verbal (words are used to clearly express ideas)
Two way (equal amounts of talking and listening)
Responsive (attention paid to the needs and perspective of the other person)
On Track (correctly interprets responses and need of the other person)
Honest (true feelings, thoughts, and needs are stated)
Communication in Important Relationships
Effective communication is essential in day-to-day life, and especially so in important relationships.
Put a premium on openness. Find ways to be honest, express your feelings, and share ideas.
Share your problems. Sharing the good times and the bad times is important in relationships, and serves to deepen and strengthen relationships and communication within them.
Share your daily life. Share those things in your life that are mildly interesting, funny, sad, or affect you in some way. Find a way to connect with others, sharing your life with them and allowing them to share their lives with you.
Avoid verbally bruising other people. Refrain from insults, put-downs, and expressions of disgust, and avoid generalizations which are not only stereotypes, but often hurt.
Boost self-esteem, don't crush it. When it comes to relationship building, naming someone's deficiencies or failures is rarely as effective as praise. Focus on each other's positive traits. Find something good to say, catch each other doing something right, and help build self confidence and self esteem.
Avoid controlling. Whenever one person seeks to always be right, always be the agenda-setter, and always be the virtuous one, he or she may feel like a winner - but it's the relationship that loses.
Effective Communication and Healthy Relationships
Where there are many factors involved in healthy relationships, the ability to communicate effectively is one important route to mutual satisfaction within any relationship. And once again, there are two ways to communicate with others: effectively and ineffectively.
"I like hearing myself talk. It is one of my greatest pleasures. I often have long conversations with myself, and I am so clever that sometimes I don't understand a single word of what I am saying." - Oscar Wilde
PAPERLESS COMMUNICATION
Cut out the paper
Use e-mail communication instead of paper memos/photocopying notes
Use e-mail for both internal and external communications
Scan documents that need circulating instead of making paper copies
Put brochures and promotional material on your company website instead of printing out large amounts of paper copies
Review and edit draft documents on screen instead of on paper
Bookmark interesting web pages instead of printing them out for reference
Encourage the use of online application forms
Utilise organiser software instead of ordering paper diaries and calendars
Steps to a paperless office
Many experts claim that modern technology has not reduced the amount of paper we use in the office, but increased it. Do you know how much paper your office uses and how much it costs every year? A simple audit can help you find out:
Carry out a paper audit to find out how much paper you use in a week
Look out for 'hidden' usage, such as paper printed or copied by a third party
When you know how much you use, calculate how much you spend
Look at the paper you use - what do you use it for?
Can you do things differently to use less paper? Sometimes paper usage is just a habit or a process that we can redesign
Get ideas from staff on how to reduce paper to get their buy-in
Develop some guidelines for staff on paper reduction
Monitor paper usage periodically to assess progress
BORDELESS COMMUNICATION
My Skype friend Hudson Barton blogs again! Hurrah! See his interesting graph on Skype concurrent users online by continent! Based on his personal calculation.
His blog is called Borderless Communication.
In fact a very appropriate title for a Skype blog:
Skype originated in Europe but …
My first contact was my Brazilian brother in law Cassio;
From the beginning on Skype was multilingual, there are 29 different languages for the Skype client and you can even edit your language file to your local slang, or create a new one!
Skype users are everywhere, just look at the different nationalities that visit my blog;
There is SkypeIn in 19 different countries on 4 different continents;
Skype belongs now to eBay (USA), has it official registered office in Luxemburg (for tax reasons), its marketing and commercial people mainly in the UK, but also elsewhere, and – last but not least – the technical staff mainly in Estonia;
Even on the Skype Forums there are now subforums in 5 different languages;
I keep in contact through Skype with people i know (people i met personally at least once!) living in Belgium (of course), and 20 other countries on all continents (i was myself surprised by this number)!
I keep in contact with friends and colleagues travelling abroad for business or holidays;
I used myself Skype when travelling abroad in at least 6 countries to communicate with family or professional contacts;
And, last but not least, i keep in contact with a lot of Skype Crazy Fanaticals (Bloggers, Forum (Super) Users, Beta Testers, and Staff) like Hudson Barton!
The use of computers has long been blamed for a variety of problems. In this document we will identify and look at several of these.
One of the major complaints of people who work with computers is “I have RSI”. This is a condition known as Repetitive Strain Injury and is caused when someone uses a tool (it does not just have to be a computer) too much. So, for example, an Educational Administrator may use a computer to enroll new students. At busy times this may be the only work that this person does. The repetitive motions involved means that the muscles in the arms and hands are kept tense for a long time. This causes pain – and here are some of the pains to watch out for if you fear you have RSI:
HEALTH PROBLEM
Sore neck, back shoulders, hands or wrists
A tingling sensation, and possibly the affected area can be numb or cold
You may experience a weakening of your grip
Uncomfortable sleep. A lot of RSI sufferers think, when in bed, that they are lying on their arms and that their circulation has been cut off.
Read more in Mental Health
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It is also important to know that sometimes the area that is experiencing pain may NOT be the area that has been damaged. For example, the hand may be numb but this is often caused by a pinched nerve at the shoulder area.
One way of reducing the risk of RSI is to adopt good ergonomics. As we have previously seen ergonomics can reduce the likelihood of damage to the body in the office work space.
Reducing technostress is often key. Series of studies have shown that RSI can be connected to social factors. Workers who are stressed out are at double the risk of reporting pain. Other factors such as poor relationships with colleagues, being asked to do too much work and just being plain bored and dissatisfied are also factors in making RSI worse than it actually is. Many doctors believe that technostress is in fact the main cause of the pain symptoms that people usually associate with RSI.
Another condition that can come about because of overuse of ICT is CTS or Carpal Tunnel Syndrome. This is where an important nerve, the median nerve, is squashed in the wrist area – and this is painful! Carpal Tunnel Syndrome is more common in women than in men and it can happen to you at any age. However, research has shown that if you are around 42 years of age you are most at risk!
Treatments for this can vary – quite often your wrist will be put in to a brace so that it cannot be moved while the nerve heals. However, prevention is much better than cure and following an ergonomic system will drastically reduce the chance of CTS. As with RSI, the pain of CTS is often double if the person is suffering from technostress at the same time!
Both of these medical conditions can be described as new because they were only discovered in the last one hundred years or so. This coincides with the sharp increase in the amount of office workers and their use, first of all typewriters, and today of computers. Hardly a coincidence?
SOCIAL PROBLEMS
Social entrepreneurs tackling social problems
Social entrepreneurs are individuals with innovative solutions to society’s most pressing social problems. They are ambitious and persistent, tackling major social issues and offering new ideas for wide-scale change. Rather than leaving societal needs to the government or business sectors, social entrepreneurs find what is not working and solve the problem by changing the system, spreading the solution, and persuading entire societies to take new leaps. Here are three social entrepreneur web sites:
Ashoka: Innovators for the Public is the global association of the world’s leading social entrepreneurs — men and women with system changing solutions for the world’s most urgent social problems. Since 1981, Ashoka has elected over 1,800 leading social entrepreneurs as Ashoka Fellows, providing them with living stipends, professional support, and access to a global network of peers in more than 60 countries. Ashoka's Fellows inspire others to adopt and spread their innovations - demonstrating to all citizens that they too have the potential to be powerful changemakers.
Changemakers focuses on social innovation. It describes solutions and resources needed to help people become changemakers and presents stories that explore the fundamental principles of successful social innovation around the world. Changemakers is building an online "open source" community that competes to surface the best social solutions, and then collaborates to refine, enrich, and implement those solutions. The online Changemakers's community identifies and selects the solutions and helps refine them. Changemakers's Idea Reviewers are regular contributors of commentary and analysis that ensure lively and rich online discussion. It is an initiative of Ashoka.
Social Edge is a global online community where social entrepreneurs and other practitioners of the social benefit sector connect to network, learn, inspire and share resources. It was launched in June 2003 with the mission to:
Connect social entrepreneurs, their partners and allies to discuss cutting-edge issues shaping the field;
Foster frank dialogue, mutual respect and a sense of community among all in the sector;
Promote learning from the best, promising and disastrous practices.
The Social Edge site strikes a balance between the visionary and the practical, with its spirited discussions and online workshops and features.
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