Communicating in the Virtual Workplace

Course Description

This course offers guidance and examples on how to communicate effectively in a workplace that is increasingly dependent upon technology as a means to communicate globally. The course provides students with an understanding of technology-mediated communication and how to maximize the use of new media to optimize organizational communications. Intranets, Internet, e-commerce, and the impacts upon customer satisfaction of new communications technologies are explored.

(NOTE: This course is part of the core curriculum for the Bachelor of Science in Management (BSM) program. The BSM Journal assignment is mandatory for students in the program. For those students taking this course as an elective, the BSM journal assignment should NOT be completed.)

Topics and Objectives

Virtual versus Real-Time Communications

  • Identify the elements of the basic communications model.
  • Define asynchronous communication versus real-time communication.
  • Specify the technology appropriate to the message.
  • Apply effective and efficient online communication techniques.

Characteristics of Technology-Mediated Communication

  • Distinguish the types of technology-mediated communication.
  • Describe the characteristics of virtual communications media.
  • Apply the basic communications model to virtual communications media.

Workforce Communication Dependency

  • Analyze the ways in which virtual technologies enable communications in the global workplace.
  • Identify key changes that affect the flow of information in a virtual workplace.
  • Propose ways to use new media to optimize organizational communication.

E-Commerce Communication

  • Identify the similarities and differences between the virtual and the real-world customer.
  • Distinguish the difference between the world of e-commerce and the real world in terms of customer communications.
  • Determine which traditional customer communications can and cannot be successfully ported to the world of e-commerce.
  • Assess what new communications techniques are uniquely available in the world of e-commerce.
  • Demonstrate how the use of multimedia technologies creates effective e-commerce sites.

Customer Satisfaction via E-Commerce

  • Examine the customer satisfaction expectations of e-customers.
  • Assess the communications techniques that e-merchants can use to satisfy customer expectations.
  • Translate new communications technologies into a vehicle for enhanced customer satisfaction.

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