MKT 3230 Lecture Notes - Lecture 70: Videotelephony, University Of New South Wales, Voicemail

• School: University of Manitoba
• Department: Marketing
• Course: MKT 3230
• Professor: Grant W.Wainikka

Document Summary

Mgmt 3230 managing organistions and people unsw 3rd ed: technology has created special communication challenges: 1. Potential legal problems from inappropriate usage - release of sensitive information - harassment through emails - managers need to ensure that confidential information is kept confidential - corporate computers should be protected against hackers and spam 2. Lack of personal interaction hard to understand what person is trying to convey on the internet - cyberbullying: bullying through information and communication technologies such as email, sms, voicemail, social media and instant messaging. The role of communication in customer service: employees in customer service roles need to communicate appropriately and effectively, three components in customer delivery process 1. Finding the needs, meeting those needs and following up to make sure needs are met satisfactorily - personalisation - service provision: service organisation 3.