III.

THE IMPACT OF INFORMATION TECHNOLOGY

In recent years there has been an information technology revolution. While paper based manual
systems for processing information and communicating are still very much evident, more an
more office functions and procedures are now being undertaken by computer-based technology.
The implications of such information technology on communication methods cannot be ignored.
However, the technology will always require people, and in communication it is the input of the
operator that will ensure effective communication (or otherwise). In the area of text creation,
computer experts are trying to make the task of creating documents much easier. Programs are
available that will produce standard layouts for most business documents when the inputs or
variables are keyed in. In other words, the originator does not decide on the layout, the computer
program does. Sadly, many computer programs are written by computer experts who may not be
so expert in the modern display of business documents. Some of these standard layouts leave
much to be desired.

The fundamental skills of structure, tone and composition will always be of vital importance in
ensuring effective communication. As an originator of printed communications, you have control
over these factors. However, while technological developments are making your role more
interesting and challenging, the basic presentational conventions should not be allowed to suffer.
No matter how technology develops in the future, high standards must be set and maintained in
order to ensure that all your communications are not only appropriately worded and logically
structured but are also consistently and attrtively presented.

SUCCESSFUL COMMUNICATION – KEY POINTS TO REMEMBER

1 Read. Extend your knowledge of language by reading.

2 Listen intelligently. Remember that communication is a two-way process. Listening is just as

important as speaking. Similarly, try reading your written message as if you were the recipient,
and consider if it will be effective.

3 Think and plan. Think before you speak or write. Plan all your communications carefully,
whether oral or written.

4 Use appropriate language. Use clear, simple language, and appreciate the same used by others.

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5 Be open-minded. Consider other people’s viewpoints, be willing to adapt and change methods
or procedures if necessary.

6 Select appropriate media. Consider carefully the method to be used for communicating your
message. It should be appropriate to the desired objective.

7 Time your communication appropriately. Consider the best time for the communication and
how long it should be.

8 Use appropriate language. Use words which are relevant to the topic and which will be
understood by the recipient.

9 Obtain feedback. Obtain feedback to ensure that the communication was effective.

10 Aim high. Set and maintain high standards in all your methods of communication, both in
terms of language and presentation.

Communication technology, such as mobile phones, email, text messaging, instant messaging
and social networking have had a profound effect on nearly everyone’s business and personal
lives. While technology makes communications faster and easier, at times it can also be intrusive
and misinterpreted.

Instant Communication
Sharing information with people inside and outside an organization is faster and easier than ever.
You can get the answers you need almost instantly; the downside is business tends to infiltrate
personal time. Gone are the days when you could go uninterrupted while you’re on a flight, at
the grocery store, or attending your child’s soccer game.

To make matters worse, some platforms reveal your on-line status and others track the emails
you open, sending the message that you’re available anytime you look at your phone or
computer.

The most popular apps— FB Messenger, WhatsApp, Google Hangouts, Yahoo, and Skype—
have blurred the line between business and personal communication even further; making it
commonplace to be communicating with a client and get an instant message from a friend, or
vice versa.

An IT Professional can help identify communications that are safe and effective for your
business, and adjust settings to protect the time and space you need outside of normal business
hours.

Your IT Consultant is the best source for information about business programs and platforms
that will be ideally suited for your company.
Deliberate Communication
Although technology has made communication instantaneous, it has also made planning
communication with remote employees more important. Companies that take advantage of
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telecommuting and virtual offices need to consistently touch base with remote employees and
groups to ensure they’re all working toward the same goals. Even if you work in a common
office, instantaneous communication cannot replace specific meetings where big decisions are
discussed.

Communication is only 7 percent verbal and 93 percent non-verbal. The non-verbal component
is made up of body language (55 percent) and tone of voice (38 percent)

As we all know from text messaging, the written word can sometimes be misinterpreted
(sarcasm, for example doesn’t translate well); without tone and inflection messages can lose their
meaning. As you can see from the figures above, phone calls are not as effective as in-person
meetings. In fact, more than half of the message is lost during a call. Skype isn’t just popular
because it’s inexpensive, when you can see who you’re talking to you the communication is
more effective.

A study found that 82 percent of all interrupted work is resumed on the same day. But, it takes an
average of 23 minutes and 15 seconds to get back to the task. In a study, people were assigned a
typical office task: answer a set of e-mails.

Your IT Advisor can adjust settings, alerts and other distractions to reduce distractions, decrease
stress, and increase productivity.

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A Formal Letter of Introduction

1 Read the letter. Are these statements true (T) or false (F)?

1 The writer works for Martitex.

2 The writer knows the name of the reader.
3 The writer is sending a catalogue with the letter.
4 Martitex is twenty-five years old.
5 It employs more than 200 people.
6 The writer wants the reader to contact him.

MARTITEX ENGINEERING SOLUTIONS

Supply solutions for the civil engineering industry

Dear Sir or Madam

On behalf of Martitex, I am delighted to send you a copy of our new catalogue. This year we are
offering our widest range of products to engineering and construction companies across Europe
and the Middle East.

With 25 years in the business, Martitex uses its experience to provide high-quality products and
services in an increasingly demanding and competitive marketplace. With over 200 highly skilled
staff, we always aim to meet our customer’s requirements.

Please also find enclosed details of special offers and a list of contact details for regional sales
staff working in sales offices across the regions. If you are interested in our services, please
do not hesitate to contact your local representative.

We look forward to working with you in the future.

Yours faithfully

Bertrand de Chazal
Bertrand de Chazal
Corporate Sales Director (Europe and Middle East)

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2 Which paragraph (1, 2 or 3) in the letter gives:

a the reason for writing?

b an invitation to contact the company?
c information about the company?

3 Match the words in bold in the letter to these definitions.

1 very happy delighted

2 good at a job
3 as a representative of
4 in the envelope with the letter
5 needing time and attention
6 all the goods a company produces or sells
7 Needs
8 wait before doing something

4 Underline expressions in the letter for:

1 starting the letter when you don’t know the name of the reader*
2 giving the reason for writing
3 referring to an enclosure
4 referring to future contact
5 ending the letter when you don’t know the name of the reader*

* When you know the name of the reader, start with Dear + title + name
and end with Yours sincerely or Best regards.

5 Write a formal letter of introduction to new customers from a company you

have worked for, or one you know well. Enclose information.

6 Swap your letter with a partner. Read your partner’s letter. Would you contact
the company? Why? / Why not?

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 A Report on a Business Trip

1 Discuss the questions in groups.

1 Have you ever been on a trip for your work?

2 Where did you go?
3 Who did you meet there?
4 Was it a successful trip? Why? Why not?

2 Read the email. What is the main reason for Stuart’s trip? Tick a, b or c.

a to go to a trade fair in the region

b to find trading partners in the region
c to buy equipment from suppliers in the region

From: Stuart [stuart_jones@NEL.co.uk]

To: Brian [brian_wilder@NEL.co.uk]
Subject: Report of visit to Dubai and Muscat

Hi Brian

It’s a beautiful evening here in Muscat and I’m writing this from the balcony of my hotel. So
far the trip has been fairly successful. Let me summarise the first two days for you:
After I’d arrived in Dubai yesterday I went straight to a meeting with Asif Trading Co. I met
the owner, Mr Asif, and he has an interesting business background in quite a few different
countries in the region. He knows the markets well and he sells machine parts to lots of
different industries. The market for generators is new for him. Unfortunately, he doesn’t
have a client list at the moment, but one advantage is that he’s very enthusiastic about a
partnership. I think we should work with him.

Later in the afternoon I visited the people at Raysut Electronics. They were very friendly,
but sadly, the meeting wasn’t very useful. I don’t think they want a partnership.
This morning started badly. My flight from Dubai to Muscat was two hours late so I missed
the meeting with Doruk. I telephoned him and left a message. Eventually, I had lunch at the
hotel with two people from HGA. You thought they were a supplier but in fact they are an
oil pipeline company and they want to buy components from us. Luckily, the meeting was
excellent and I’m visiting their headquarters in Port Sultan Qaboos tomorrow morning.

That’s all for now. Hopefully, I’ll meet Doruk tomorrow afternoon. Hope the weather is OK
with you.
Stuart

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3 Stuart has updated his diary with his new schedule. Read the email again and
complete his diary with activities A–G.

A Meeting with Mr Asif E Meeting with Doruk

B Flight from Dubai to Muscat F Visit to HGA headquarters at
Port Sultan Qaboos
C Visit to Raysut Electronics G Meeting with people from HGA
D Arrival in Dubai

Monday Tuesday Wednesday

D Arrival in Dubai
Morning

Lunch

Afternoon

4 How does Stuart describe 1–8? Write adjectives from the email.

1 the evening in Muscat

2 the trip so far
3 Mr Asif’s business background
4 the market for generators to Mr Asif
5 Mr Asif’s feelings about a partnership
6 the people at Raysut Electronics
7 the meeting with the people at Raysut Electronics
8 the lunchtime meeting with HGA

5 Underline the -ly adverbs in the email. How many did you find?

6 Later in the week Stuart writes notes about his meetings on Wednesday and
Thursday. Use the information to write another email from Stuart to Brian.

Wednesday
Visited HGA headquarters – interesting – they want to place a large order – an excellent
morning
Met Doruk in afternoon – discussed the trade fair in Bahrain next month – a successful meeting
Flew to Kuwait city in the evening
Thursday
Meeting with partners – very enthusiastic – a good meeting
Visit to a supplier in Al-Khiran Pearl City – not very useful