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McGraw-Hill/Irwin
Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
Chapter 13
Communication and
Information Technology
Management
McGraw-Hill/Irwin
Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
Information and the Manager’s
Job
• Data
–Raw, unsummarized, and unanalyzed facts.
• Information
–Data that is organized in a meaningful
fashion.
13-3
Information Systems and
Technology
• Management Information System
–An information system that managers plan
and design to provide themselves with the
specific information they need
13-4
Information Systems and
Technology
• Information Technology
–The means by which information is acquired,
organized, stored, manipulated, and
transmitted
13-5
Communication, Information
and Management
• Communication
–The sharing of information between two or
more individuals or groups to reach a
common understanding.
13-6
The Communication Process
• Sender – person or group wishing to
share information
• Message – information that a sender
wants to share
• Encoding – translating a message into
understandable symbols or language
• Noise – anything that hampers any stage
of the communication process
13-7
The Communication Process
• Receiver – person or group for which a
message is intended
• Medium – pathway through which an
encoded message is transmitted to a
receiver
• Decoding – interpreting and trying to
make sense of a message
13-8
Verbal & Nonverbal
Communication
• Verbal Communication
–The encoding of messages into words, either
written or spoken.
• Nonverbal Communication
–The encoding of messages by means of facial
expressions, body language, and styles of
dress.
13-9
Information Richness
• Information Richness
–The amount of information that a
communication medium can carry and the
extent to which the medium enables the
sender and receiver to reach a common
understanding
13-10
Communication Media
• Face-to-Face
–Has highest information richness
–Can take advantage of verbal and nonverbal
signals
–Provides for instant feedback
13-11
Communication Media
• Spoken Communication Electronically
Transmitted
–Has the second highest information richness.
–Telephone conversations are information rich
with tone of voice, sender’s emphasis, and
quick feedback, but provide no visual
nonverbal cues.
13-12
Communication Media
• Personally Addressed Written
Communication
–Has a lower richness than the verbal forms of
communication, but still is directed at a given
person.
–Excellent media for complex messages
requesting follow-up actions by receiver.
13-13
Communication Media
• Impersonal Written Communication
–Has the lowest information richness.
–Good for messages to many receivers where
little or feedback is expected (e.g.,
newsletters, reports).
13-14
Advances in Information
Technology
• Wireless communications
–Cellular service has grown rapidly to over 110
million users.
–Wireless access now connects laptops to
networks.
–There are more than 15,000 Wi-Fi enabled
restaurants around the world.
13-15
Advances in Information
Technology
• Networking
–The exchange of information through a group
or network of interlinked computers.
–Servers are powerful computers that relay
information to client computers connected on
a Local Area Network (LAN).
13-16
Software Developments
• Operating system software
–software that tells computer hardware how to
run
• Applications software
–software designed for a specific task or use
• Artificial intelligence
–behavior performed by a machine that, if
performed by a human being, would be called
intelligent
13-17
The Organizational Hierarchy
• Information distortion
–changes in meaning that occur as information
passes through a series of senders and
receivers
13-18
Types of Information Systems
• Transaction Processing Systems (TPS)
–Systems designed to handle large volumes of
routine transactions.
–First computer-based information systems
handling billing, payroll, and supplier
payments.
13-19
Types of Information Systems
• Operations Information Systems (OIS)
–Systems that gather, organize, and
summarize comprehensive data in a form of
value to managers.
–Can help managers with non-routine
decisions such as customer service and
productivity.
13-20
Types of Information Systems
• Decision Support Systems (DSS)
–An interactive computer-based management
information system with model-building
capability that managers can use when they
must make non-routine decisions
13-21