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Chapter 12IT Business Communications Managing the Information Technology Resource

MASTER OF COMPUTER SCIENCE PROGRAMBUDI LUHUR UNIVERSITY

November 2010

Lecturer : Jonathan Sofian Lusa

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Chapter Outline

Importance of Communication

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Why it is necessary for business partners to understand IT

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Methods used to improve communication (DISC)

Importance of communication in developing partnership

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Importance of Communication

Communication is important because it is about how information is sent and received within firms

The way information is communicated is often governed by how firms are structured

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Importance of Communication

“Effective communications is the central lifeline of any organization. It is the vehicle for driving change, shaping expectations, and rallying workers around core purposes.”

-Charlene Marmer Solomon

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Importance of Communication

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Why IT Must understand the business

1. Different “language”2. Different background3. Different purposes

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Why is it important for business partner to understand IT?

1. Understanding the language partner2. Understanding the responsibilities3. Understanding the requirement and

information needs of partner4. Understanding the current

capabilities of partner.5. Understanding the opportunities for

improvement the partner.

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Kotter’s Key Elements for Communicating

Simplicity Metaphor, Analogy, and Example Multiple Forums Repetition Leadership by Example Explanation of Inconsistencies Give and Take

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Developing Partnership Through Mutual Understanding

Transactional Style Defined by rules, policies, and

procedures Partnership Style

Implies risk sharing, longer time frame for exchanges, and need to establish range of mechanisms

Henderson’s Two Styles of Relationships

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Six Determinants of Partnership

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The Road to Partnership

Education Joint Planning Measurement and Control Effective Use of Teams Multilevel Human Resource

Strategy Technology

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Global Culture Hidden messages in communication Written communication may be viewed

positively or negatively Written communication maintains

supporting role Written communication

Addresses ambiguity Prevents misunderstandings Identifies ownership and accountability

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Addressing Communication Effectiveness ( Business & IT)

Direct Communication Liaison Roles Temporary Task Forces Permanent Teams/Committees Integrating Roles Managerial Linking Roles

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Priority in Improving IT Communication

Focus on where improvements can be made Strategic Alignment Maturity Assessment Model Training Continually scan new technologies and products Build partnerships through mutual

understanding

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Tips and Techniques Communication is important Learn from others’ trials and tribulations Shared domain knowledge is critical Training of administration managers in IT

and their inclusion in IT projects Things do go wrong and need to get back on

track Implement formal communication programs

may be necessary

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LESSON LEARNED

1. …

2. …

3. …

4. …

5. …

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Thank YouMay God Bless U All