Technology and Communications
C. TECHNOLOGY AS A CHANNEL FOR COMMUNICATION
Most of us are now familiar, at least to some extent, with the use of computers to produce printed materials. As such, they represent a tool which can help us develop high quality documentation as part of the communication process – both written and oral.
However, as computers have become more universal and are being linked up to each other – either within organisations (as an intranet) or on a world-wide basis (as the Internet) – new opportunities for communication have been opened up. The channel for this communication is the computers themselves in that information can be passed directly between users.
We shall look at two aspects of this:
E-mail – which is essentially the passing of written documents directly between people via computer, but has its own particular features; and
what we could call “virtual interaction“, whereby a number of different users can interact via the computer – in writing, by voice or, increasingly, face-to-face through videoconferencing.
The first of these two aspects is now well established, but the latter has only recently emerged and is only now developing in use.
There are two key distinctive features about electronic mail as a channel of communication which condition the way in which it is used and, hence, how messages are formulated on it:
the speed of the message, and the potential response – E-mail is a more or less instantaneous means of sending written messages between computer users, with the message being delivered at the recipient’s address within seconds of it being sent (although that does not always imply that it is read at the same time); and
the text of the message is designed to be read on a computer screen, and sometimes in a smaller window within the screen – which means that it is not suitable for long, involved
communications.
E-mail thus lends itself to short, “to the point“, one subject messages. These are very often
confirmations, requests for information, requests to get in touch, notifications of arrangements, etc.
We examined the writing of E-mails and noted some of issues of their use in the unit on written communication. Here we shall add to that by reviewing some of the technicalities of the process of sending E-mail.
E-mail is simply correspondence between two or more users over a network. Where the network is a LAN, WAN or intranet, the network is tightly controlled and the e-mail correspondence will be virtually direct. E-mail is also sent over the Internet, using the services of an ISP.
When an e-mail message arrives at its destination server, it is stored in an area of that server which the user calls their mailbox. It will wait there until the actual recipient logs into their ISP’s e-mail system.
There are two types of system used for mailboxes:
Messages can be retrieved to the users’ own computer where they can be opened, read, edited and so on.
Messages remain on the ISP’s server and the user opens and reads them there. This method has the advantage of making the mailbox accessible from any computer when the correct user name and password are entered.
An e-mail address usually takes the following form:
The first part (MyName) is the personal identifier for the person concerned. It is often the person’s full name as one word or separated by a full stop (always called a “dot” in Internet speak) – for example, “JohnSmith” or “John.Smith” or “J.Smith”. However, where there are several people with that same name on a particular ISP, the name may be given additional characters to make it specific to one person – for example, “JohnSmith1” or JohnJSmith”, etc.
The @ symbol is just a separator.
The second part of the address is the name of the ISP server to which the user is registered. It always takes the form of the domain name followed, after a full stop (dot), by an extension – “com”, “co.uk”,
“net”, etc.
When an e-mail message is sent, the local mail server first examines the second part of the address to identify the ISP server to which the message is addressed. If this is the same as the local mail server then the message is forwarded directly to the appropriate mailbox. All other messages are sent out over the Internet to the destination ISP server. It is then directed to the recipient’s mailbox at that server.
Virtual Interaction
Up to now, the only truly interactive forms of communication have been face-to-face and via the telephone. All forms of written communication – even E-mail – involve a delay in the interaction, such that there is no immediate feedback which can influence the communication process.
However, the increasing sophistication and power of computers, the software available and the lines of communication between them, is making interactive communication through computers a reality.
Thus, “virtual” interaction is possible – interaction which takes place entirely through the computer, with the participants being in any location. The common element is that there is a sharing of information in “real time“ (i.e. with no delays).
We shall briefly consider three aspects to this new channel of communication.
(a) Written discussion
This is the most common form of virtual interaction at present.
In the world of the Internet, the process is known as “chat“ and there are many “chatrooms“ on the Internet where it is possible to converse with others on just about any subject under the moon – from aardvark hunting to xylophone techniques, the list is endless. In business, meetings with people in many different locations can be held by the same process.
The interaction is essentially the same as via a telephone, except that the conversation
comprises a series of written messages, rather than speech. Messages are typed and appear on the screen of both sender and recipient(s) instantaneously, and can be responded to at any point in the interaction.
(b) Videoconferencing
Videoconferencing enables two or more people in different locations to see and hear each other at the same time, sometimes even sharing computer applications. A communications
technology as rich as this offers new possibilities for a variety of purposes.
Placing a video call is like making a phone call. After you connect, you see the other person in colour video and you may be able to transfer files.
A videoconference system must have audio-visual equipment such as a screen monitor, a camera, a microphone and an output speaker. The system also needs a communications link. A broadband satellite link with studio-quality equipment gives an excellent full-motion video connection. However, this is very expensive. Modern communications have generated an interest in video systems that transmit information via the Internet, which are more realistically priced. However, the bandwidth available through most systems based on standard telephone connections is insufficient to allow the smooth and continuous transmission of the quantity of data involved in on-line audio and video. The must efficient and effective methods involve the use of an ISDN connection, offering higher bandwidth through the telephone system and providing generally acceptable standards for high-quality videoconferencing.
Videoconferencing may also take place over a closed network such as a LAN where the quality of the connection is good.
There are two principal types of videoconferencing systems – the normal PC computer systems which displays the video in a small section of the computer screen, and room sized systems which have one or two large screens and usually display all the local audience as well as the remote audience. The camera can be anything from a tiny camera on top of the computer to a high-quality camera with remote pan and zoom features. The controls available allow users to adjust the volume, and sometimes even pan and zoom the camera.
The benefits of a videoconferencing system are fairly self-evident. As a communication medium, it stands out in a number of ways.
First of all, it's almost like being there. The visual connection and interaction between participants enhances understanding and helps participants feel connected to each other.
This goes a long way toward building relationships in a way that e-mail or the telephone cannot. A videoconference system can be further improved by including video or audio clips, graphics, animations and computer applications.
It has also been found to heighten the motivation of learners.
It will improve the participant’s communication and presentation skills as each participant is very aware of the person at the other end.
It increases connections with the outside world, especially where a live visit is not possible except on rare occasions. Videoconferencing is usually easier than visiting, so communications can be more frequent, saving time and resources.
(b) Collaborative working
Chat and video conferencing allow the interactive exchange of thoughts and ideas between individuals. However, the increasing sophistication of computers systems and software allow people in different locations to actively work together:
by calling up and sharing information held on computer files – displaying information such as graphs of sales figures as a part of written discussions or within video
conferences;
by collaborating on the same computer application – for example, the development of a written report. Modern word processing systems, for example, allow for documents to be reviewed, commented upon and amended by others and have sophisticated version trackers to enable one person to maintain control over the process.
This can allied to audio or full video links between the collaborators, thus adding a personal dimension to the work.
All these forms of what might be called “desktop conferencing” demand a certain etiquette in terms of the way in which the interaction takes place. It is essential that all participants respect the
contributions of others, allow them to have their say before responding and do not attempt to dominate the interaction.