7 Electronic communication

7.1 Types of electronic

communication
Electronic communication refers to the transmission of messages
LEARNING OUTCOMES
that have been created in digital format. Electronic communication
At the end of this topic you has become an integral part of the everyday lives of many people.
should be able to: Examples of electronic communication include:
• discuss various types of • telecommuting
electronic communication. • teleconferencing
• electronic mail (see 7.4)
• social networks and social media
• the Internet (see 7.2)
• facsimiles (see 7.3)
• scanning to mail
ACTIVITY • scanning to file.

With the opening up of the Telecommuting

Caribbean Single Market
and Economy (CSME) and Telecommuting is defined as working at home or from another
the increased availability of location by using a computer that is electronically linked to a central
computers and the Internet, place of employment. Telecommuters are expected to perform the
it is quite likely that a person same task as their counterparts who work from the business place.
might be able to reside in one However, they do not have to travel to work each day.
country but ‘go to work’ in Telecommuting offers a number of advantages and disadvantages as
another. Discuss at least three presented in Table 7.1.1.
employment opportunities in
your country that are suitable Table 7.1.1 Advantages and disadvantages of telecommuting
for telecommuters. Advantages for employees Advantages for employers
• Less time is spent travelling. • Employers are able to access
• Telecommuters can coordinate expertise from any part of the
their work schedule to world.
accommodate family • Unscheduled absences are
commitments such as caring for reduced, such as for family
babies or elderly parents. emergencies; the telecommuter
• Workers do not have to invest in can make up for the lost time
DID YOU KNOW?
office clothes. later in the day if necessary.
Many organisations now use • Employment opportunities for • Less office space is required so
social networks for a variety of differently abled people increase. the company saves money that
business purposes, such as to would have been spent on real
advertise products and services, estate and utilities.
get feedback from customers, or Disadvantages for employees Disadvantages for employers
to obtain information about job • There is a lack of social interaction • Workers can become distracted
applicants. This is because they with co-workers, resulting in by home issues.
are more personal and informal feelings of isolation from the • It is more difficult to foster
and therefore can attract a organisation. collaboration and teamwork.
wider audience. • Not everyone is able to work
without supervision.

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 Teleconferencing
A teleconference is a meeting between two or more people in
different locations through the use of electronic communication
technology. A teleconference can be either:
• an audio conference – the participants can only hear each other.
Audio conferencing can be done by telephone, or on a computer
with a microphone and speakers or a combination headset, or
• a video conference – the participants can both hear and see each
Figure 7.1.1 A video conference
other. Video conferencing requires a computer with a camera, as
well as speakers and microphones (Figure 7.1.1).

Social networks
You may be familiar with social networking sites such as Facebook
and Twitter that allow users to create profiles, link with other users,
exchange messages and share a wide range of content, including
photographs and videos.

Social media
Social media offers a range of easily accessible, user-friendly,
interactive applications that are available on the Internet.
RESEARCH IT
• Wikis are sites that allow users to collaboratively write information.
Businesses now use social
• Weblogs or blogs are online journals that allow users to regularly
media for a wide range of
share information, opinions, photographs and other content.
purposes. Research and identify
• Forums are online discussion sites that are designed for readers to at least one business use for
post brief messages related to a topic. each type of social media.
• A podcast is a digital audio recording that is distributed via the
Internet, and can be downloaded to computers or portable media
players. The term Vidcast is used for digital video files.
DID YOU KNOW?
Scan to mail and scan to file You might notice that many
social media sites feature a link
The software that controls the scanner (called the scanner’s driver)
labelled RSS. This is a small
can offer the options Scan to mail and Scan to file. Scan to mail
program that allows users to
allows you to email documents directly from the scanner. Scan to file
conveniently access new media
enables you to save the document on a storage medium such as a
when they are uploaded.
hard disk drive or flash drive.

SUMMARY QUESTIONS

1 Clearly explain the difference between: EXAM TIP

a teleconferencing and telecommuting Ensure that you know
b scan to mail and scan to file. the difference between
2 Discuss, with the use of examples, at least four ways in which teleconferencing
electronic communication can be used for business purposes. and telecommuting.
These terms are not
3 State the relative advantages and disadvantages of face-to-face
interchangeable.
conferencing, audio conferencing and video conferencing.

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 7.2 The Internet

A network is created when two or more computers are linked, either

LEARNING OUTCOMES
by cables or wirelessly, so that they are able to share information and
At the end of this topic you resources. The Internet is the largest existing computer network,
should be able to: linking individual computers and networks throughout the world via
telephone lines, cables and satellites.
• discuss the Internet as
a means of electronic The most common use of the Internet is to access the immense
communication number of websites that comprise the World Wide Web. Each
• discuss the advantages and website is made up of one or more webpages. A webpage is a
disadvantages of the Internet document that can contain any combination of text, graphics, videos,
as a means of electronic sounds and content placeholders called frames.
communication. Most websites contain hyperlinks. A hyperlink is specially formatted
text or graphic that leads to another webpage when it is clicked.

DID YOU KNOW? Using web browsers

The World Wide Web is not Figure 7.2.1 illustrates two important parts of a web browser: the
the same as the Internet. Rather, address bar and the search bar. See Table 7.2.1 for their descriptions.
it is one means of accessing
information from the Internet.
Other means of accessing
information from the Internet
include instant messaging and
file transfer protocols. Figure 7.2.1 An example of a web browser

Table 7.2.1 Elements of web browsing

TRY IT!
Address bar If you know the specific name of a website, you can
Search the Internet for type it into the address bar and then press the Enter
ecotourism and observe the key on the keyboard.
number of search results that Search bar If you do not know the specific website, then you
are given. Now do a search for may type keywords into the search bar or search
ecotourism destinations in the engine.
Caribbean. What effect did the Search engine A search engine is a program that is designed to
additional keywords have on search for information on the World Wide Web.
the results? Sometimes a keyword search will give thousands, or
even millions, of results. It is therefore important to
use keywords that are as specific as possible.

Uniform resource locator

A webpage is identified by its uniform resource locator (URL).
Figure 7.2.2 shows part of the website maintained by the Caribbean
Examinations Council (CXC). If you look at the address bar, you will
notice that the URL is http://cxc.org.
This URL consists of two main parts: the protocol (http) and the
Figure 7.2.2 The URL domain name (cxc.org).

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 Communicating via the Internet DID YOU KNOW?
The Internet is a means of electronic communication because it The domain extension .org
allows digitally coded data and information to be sent from one in the URL for the CXC website
computer to another. It has become one of the most commonly used indicates that this website is
communication tools for individuals and businesses. maintained by a not-for-profit
Table 7.2.2 lists some advantages and disadvantages of using the organisation.
Internet for communication. Most of the electronic communication
mentioned in 7.1 relies on the Internet so these can be applied to
other forms of electronic communication as well.
Table 7.2.2 Advantages and disadvantages of communication via the Internet

Advantages
Cost Most Internet Service Providers now offer unlimited Internet access at a relatively low cost. Some
companies host websites at little or no cost, usually in exchange for advertising space. Many businesses
now practice e-commerce by conducting a significant portion of their transactions online. This
reduces the need for office and display space, hiring of many workers or storage of a large inventory.
Speed Communication is instantaneous. For example, emails are received seconds after they are sent.
Versatility It allows for different types of communication, including verbal, written and visual. The
communication requires both sender and receiver to be on the Internet at the same time, such as
in a live chat (called synchronous communication). It can also be asynchronous, which does not
require both parties to be online simultaneously (e.g. email).
Capacity It permits the exchange of large volumes of information (e.g. online encyclopaedias).
Timeliness Information is easily updated. For example, news services are able to post reports of breaking news
events as they occur.
Disadvantages
Access The Internet increases the risk of viruses and other harmful software.
It also exposes people and businesses to new types of fraud (e.g. online scams, phishing, electronic
eavesdropping).
There is a danger that communication can be accessed by unauthorised people.
Although many take it for granted, not everyone has access to the Internet.
Effect on social There can be a loss of human contact and increasing sense of isolation if used exclusively.
interaction

SUMMARY QUESTIONS
RESEARCH IT
1 Explain the difference between the Internet and the World Some domain extensions such
Wide Web. as .com or .gov indicate the
2 Describe two ways in which you can use a browser to get to a type of website. Others such
website. as .us, .uk, or .ca indicate
countries such as the United
3 Discuss at least three reasons why the Internet is used for States, United Kingdom and
communication. Canada respectively. Research
4 Gracie noticed that the webpage she was viewing showed the and write out the meanings of
following URL: at least 10 domain extensions.
http://www.caribbeanfashion.tt/ladies/casual_wear/petite
State the name and function of each of the following parts of
the URL:
a http
b caribbeanfashion.tt

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 7.3 Facsimile and
multifunctional devices

A facsimile (or fax) is an exact copy of a document that is converted

LEARNING OUTCOMES
to a code that is transmitted via telephone lines or the Internet. It is a
At the end of this topic you form of electronic communication that enables documents to be sent
should be able to: faster, and usually more economically, than by mail or courier services.
• discuss facsimile and A facsimile can be used when a copy of a document must be sent
multifunctional devices urgently to a recipient. Sometimes an individual or organisation will
as a means of electronic specifically request for documents to be sent by fax, for example
communication. when they do not have Internet access.
A fax may be sent from a fax machine like the one shown in Figure
7.3.1. However, some individuals and businesses prefer to purchase
a multifunctional device that combines a scanner, printer,
photocopier and fax machine in a single unit.

How a facsimile works

Figure 7.3.2 shows how sending a fax works.

How to use a fax or multifunctional machine

The instructions for using a fax machine or multifunctional machine
vary according to the model, but you should always use a fax
transmission form (Figure 7.3.3) or a cover letter to identify:
Figure 7.3.1 A facsimile (fax) machine
• the subject of document being faxed
• the number of pages
• the sender’s name and fax number
• the name of the intended recipient.
1 The document is scanned
into the sending machine. How to send a fax via the Internet
You can also send a fax via the Internet. Table 7.3.1 provides
instructions for sending a Microsoft Word document.
2 The machine’s sensor detects
the marks on the paper and
creates a code called a bitmap. DID YOU KNOW?
The first fax machine, called a pantelegraph, was invented in
1843, 30 years before the telephone was patented. It made use of
3 The bitmap is sent via the
telephone system or Internet
telegraph lines to transmit handwritten messages and signatures.
to a receiving machine.

TRY IT!
4 The receiving machine uses Apply your previously learned skills to create the fax transmission
the bitmap to reconstruct
form shown in Figure 7.3.3.
and print an image of
the original document.

Figure 7.3.2 How sending a fax works

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 Table 7.3.1 How to send a fax using Microsoft Word

1 Choose the Send option in the File menu and select the option labelled Internet Fax or Recipient Using
Internet Fax Service (this label may differ slightly depending on what version of Word you are using).
Note: If you are using this feature for the first time, you will be prompted to sign up for the service. Click OK to
open the Web browser, and then follow the on-screen instructions. Close the Web browser and return to Word
and repeat step 1.
2 An email message will open in Outlook with your document attached as an image file.
3 Fill in the Fax Recipient, Fax Number and Subject sections of the message window.
4 Complete the fax cover sheet to ensure that the recipient can identify the sender and the purpose for which the
fax is sent.
5 Click Send.

[CO M PA N Y N A M E]
[CO M PA N Y A D D R E SS]

FACSIMILE TRANSMITTAL SHEET

TO: FROM:

[Name] [Name]
COMPANY : DATE:

[Company name] 10/6/2013

FAX NUMBER: TOTAL NO. OF PAGES, INCLUDING COVER:

[fax] [number of pages]

PHONE NUMBER: SENDER’S REFERENCE NUMBER:

[phone] [reference number]

RE: YOUR REFERENCE NUMBER:

[subject of fax] [reference number]

SUMMARY QUESTIONS
URGENT FOR REVIEW PLEASE COMMENT PLEASE REPLY PLEASE RECYCLE

NOTES /COMMENTS:
1 Define the following terms:
Figure 7.3.3 A fax transmission form a facsimile
b multifunctional device
c fax transmission form.
Another way to send a fax via the Internet is by using a fax modem
2 You have been asked to fax
that must be installed on your computer. Open the folder in which
a copy of your academic
the document is saved, right-click on the document icon and select
certificates to a potential
Send to then Fax recipient on the pop-up menu.
employer.
a Explain how to send
Disadvantages of fax a fax using a facsimile
There are disadvantages and limitations of using fax as a form of machine.
electronic communication: b Outline two other
• For legal documents, the original is usually still required, so it would methods for sending
have to be sent as a hard copy anyway. faxes.
• It is not suitable for confidential documents because the intended c What are two advantages
recipient might not be operating the receiving machine. of faxing a document?
• It can only work if the intended recipient has a fax machine. d What are two
disadvantages of using
• Documents do not pass through the fax machine if they are torn, fax as a means of
heavily creased, printed on thick card stock, bound or stapled communication?
together.

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 7.4 Email

Electronic mail (email) is a system for sending, receiving and

LEARNING OUTCOMES
storing messages via communication networks such as the Internet.
At the end of this topic you Table 7.4.1 lists the advantages and disadvantages of using email.
should be able to: Table 7.4.1 The advantages and disadvantages of email
• discuss the advantages and Advantages of emails Disadvantages of emails
disadvantages of email
They improve speed in that Destructive programs called viruses
• explain the various features messages are sent and received can be sent from one computer to
of email instantaneously. another via email.
• discuss file organisation They reduce cost because there They cannot be signed. Therefore
methods using email. is no need to purchase stamps or they are generally not used for
stationery. legally binding business documents
such as contracts.
They reduce the need for physical Advertisers send out large volumes
EXAM TIP storage equipment such as of unsolicited emails called spam
filing cabinets for the keeping of which can crowd your inbox,
You will be required to correspondence. making it difficult for you to locate
important communications.
create and use an email
account as part of the They are ecologically friendly They can only be read if the
because the consumption of paper recipient has Internet access.
School-Based Assessmen
t. is reduced.
Ensure that you choose
They can be sent on any day and at
an account name that any time.
is not playful, obscene
They can be sent simultaneously to
or disrespectful. An many recipients.
appropriate account nam
e is
your name followed by
the Email accounts
letters edpm, for example
, You need an email account to send or receive email. Each email
[email protected]
account is identified by a unique email address that is typed as a
continuous string of letters, numbers and symbols.

Creating an email account

You can easily create free email accounts at several websites, such
as outlook.com and gmail.com. Log on to the website of the email
service provider and follow the on-screen instructions.

Using your email account

RESEARCH IT Take some time to familiarise yourself with the webpage of your email
Find out how to do each of the account. The appearance and labels will vary, depending on which
following tasks: service you use. You will notice the following:
Add a weblink (hyperlink) to an • The Inbox represents a storage location (folder) for the mail you
email receive.
Save an email • The Outbox folder contains a copy of each email that you send.
Forward an email • The Drafts folder contains any email that you started to compose
but did not complete.

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 • The Trash folder temporarily holds any emails that you delete. Table 7.4.2 How to send an email
• Contacts stores an address book with the names and email 1 Click on the link that will allow you
addresses of people with whom you want to communicate. to compose a new mail message.

Sending emails 2 Type the recipient’s email address

(or recipients’ email addresses
Table 7.4.2 explains how to send an email. if you are sending to more than
one person) in the To box.
Copying in recipients 3 Type your message in the space
To copy the email message to several people at the same time just for provided.
information purposes, type the additional addresses in the Cc box. To 4 Click Send and your email will
send copies without making the original recipient aware that these be sent simultaneously to all
copies have been sent, type the additional addresses in the Bcc box. recipients.

Working with attachments

You may want to send a file from your computer, such as a
photograph or a document. You can send this as an attachment to DID YOU KNOW?
your email message (see Table 7.4.3). You might have become used to
Table 7.4.3 How to attach a file shortening words when sending
text messages, such as using U
1 Click the Attach button (see Figure 7.4.1 as an example). for you, or R for are. However,
2 Browse in the box that pops up to search for the file on your such ‘text talk’ should not be
computer. You may have to select the type of file you want to attach used in emails.
first, e.g. Picture.
3 Click on the file you want to attach and click Open.
4 Repeat this process for each file that you want to attach.

SUMMARY QUESTION
Figure 7.4.1 Adding an attachment
You have been asked to explain
the use of email to a group of
File organisation first-form students. Prepare
Your inbox may become crowded. You can delete unwanted files. a well-laid out presentation,
However, you will want to keep important communication. You can using no more than 10
add order and make files easier to find by creating folders to sort slides, outlining the following
your mail by subject or by sender. The program will automatically information:
order the email in these folders by date. • benefits and challenges of
emails
Contact list organisation • how to set up an account,
Email software automatically organises the contact list into including selecting an
alphabetical order. You can also organise contacts into groups such appropriate account name
as friends, relatives and business associates. • how to set up a contacts list
To create a contact list: • how to compose and send an
email with an attachment
1 Click on the appropriate link, such as New Contact or People
and enter the required information such as the person’s name • how to send emails to
and email address. multiple recipients, including
the difference between Cc
2 Click Save and Add another contact, and repeat this process and Bcc.
until you have added all of the contacts.

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 7.5 Communication media

LEARNING OUTCOMES New communication technology

Information and communication technology is highly dynamic. New
At the end of this topic you
technologies are always being developed, and existing technologies
should be able to:
change or become obsolete. Some examples are discussed below.
• compare new and emerging
There have been dramatic increases in the capacity of mobile hand-
communication technologies
held communication devices. Many now combine cellular phone
• identify factors to be service with a wide range of computer applications, including high-
considered in the selection of speed internet access and on-screen drawing. These smart phones
communication media. can also be used for video conferencing.
You can create and store any file in a secure online location instead
of on your personal computer. This is called cloud computing. This
DID YOU KNOW? technology dramatically increases the storage potential of a computer
A recently-released United system. Backup copies of important files can be made and stored in
Nations study shows that more different locations.
people on earth have access Many academic institutions offer students the option to study from
to cellphones than to toilets. home through the Internet. Students and lecturers use a range of
Whereas over 6 billion have communication modes including collaborative whiteboards, live chat,
access to cellphones, only 4.5 emails, electronic portfolios and forum discussions.
billion have access to proper
sanitation. As you have learned, many organisations offer employees the option
to telecommute, resulting in considerable savings. For example, each
year the CXC spends millions of dollars on travel and accommodation
for teachers who mark their examinations. The organisation is now
ACTIVITY seeking to implement an online marking system that will enable
Research and summarise at teachers to remain in their home countries.
least six other examples of new
and emerging communication Selection of communication media
technologies. Ensure you
Throughout your studies of EDPM you were introduced to a wide
highlight the advantages of
range of communication media. Table 7.5.1 presents the factors that
their use.
should be considered when choosing the medium or channel to be
used for conveying a message.

DID YOU KNOW?

EXAM TIP Microsoft discontinued its Messenger service after the company
acquired the popular Skype program that allows users to make
Ensure that you can
voice and video calls via the Internet. Skype was already more
assess the suitability popular than Messenger, with almost 300 million registered users.
of each communication One advantage that Skype has over Messenger is that it offers
medium for specific applications (apps) for mobile devices. A second advantage is that
situations. Skype users can make group video calls, thereby permitting video
conferencing.

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 Table 7.5.1 Factors to consider when selecting communication media
SUMMARY QUESTIONS
Urgency Electronic communication media (e.g. fax or email)
is best if a message needs to reach its recipient 1 Compare at least three new
immediately. Less-urgent communication can be sent by or emerging communication
conventional mail. technologies to the use
Genre The genre or nature of the message influences the of conventional mail and
choice of media. Official or formal communication such telephone, using the
as contracts or agreements must be typed, printed following headings:
and signed, not emailed. An email or telephone call is a versatility
often less formal. It is wise for businesses to follow up
b accessibility
important email or telephone communication with a
letter to confirm the details. c cost.
Written communication should be used for long and 2 Discuss the advantages,
complicated information. Shorter, simple messages may disadvantages and
be communicated orally, face to face or by telephone. situations in which each
Level of A sealed letter that is hand delivered to the recipient is of the following forms of
confidentiality one of the most confidential means of communication. communication may be used:
Email and fax are less confidential, as they can a email
sometimes be accessed by unauthorised people.
b teleconference
Location and Most internal communication in a business may be c telephone call
time zone done face to face or by using memos. Telephone,
d face-to-face meeting
letters, printed publications or electronic media can be
used for external communication. Some organisations e memorandum
do business internationally, requiring that time zones f letter.
be taken into consideration. For example, the time in 3 Discuss how each of the
London is approximately 4 hours ahead of Trinidad time. following factors will
Thus, an email must be sent at 4 a.m. or earlier if a
influence your selection of a
Trinidadian business person wants a recipient in London
communication medium:
to access it at the start of the business day.
a time zone
Cost Some methods of communication are more expensive
than others. Calls over the Internet have become b complexity of the message
popular because of their minimal cost. If the purpose c confidentiality
of the communication is to inform and it is not time d cost.
sensitive, a company’s website can be used to post a
4 Mellision Petroleum
wide range of information for workers and the general
Services Limited operates
public at relatively low cost.
in 12 countries around the
Efficiency Efficiency involves achieving the desired goal with the globe. Select the means of
least expenditure of time and effort. It might be more communication that you
efficient to send out a memo rather than to call a
consider most appropriate
meeting of all employees. It would be inefficient to rely
for each of the following
on email communication if relatively few employees
have access to the Internet.
situations. You must justify
your choice.
Effectiveness Effectiveness relates to the extent to which the
a To inform all employees
desired outcome is achieved. For example, direct oral
communication is usually most effective when seeking
about the appointment
to persuade people or obtain their point of view. of a new chief executive
If the sender and recipient are far apart, telephone officer.
may be chosen. For larger audiences, a meeting or b To transmit signed
teleconference may be used if oral communication is contracts to the head
preferred. office.
The literacy level, language skills and previous c For the human
knowledge of the recipient must also be considered. Use resource managers of
short, simple sentences to minimise misunderstanding. the 12 branches to
Define all unfamiliar terms. Where possible, support collaboratively prepare a
your words with visuals such as charts and photographs.
new employee handbook.

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