Information Technology
I am currently a part-time employee with a bank that relies heavily onInformation Technology to communicate with its customers, businessassociates, channel partners and all its employees across its network. Thecommunication channels used comprises of Video Conferencing Equipment, theInternet, and the Corporate Intranet, accessed via Personal Computers, LapTops, Palms and Automated Teller Machines. Implicit in the preceding listis the fact that different types of Information Technology Solutions aredeployed depending on the communication task and the needs of the users.It would, therefore, be appropriate to discuss the improvements incommunication brought about through the use of Information Technology by To start with, Information Technology has hugely facilitated thespeed, accuracy and the amount of information that the bank disseminates toits customers. For example, all bank cust
For instance, the bank Web site thatacts as the primary source of information could be re-designed toincorporate a greater degree of interactivity through software that guidescustomers through the information and services available, making the sitemore customer relevant and as easy to use as everyday email. Gone are the days of wading through piles of paper memos andcirculars as all company information is now exchanged via email. However, since interacting with businessassociates and channel partners virtually involves inter organizationalnetworking and co-ordination, it is key that the company brings in andeffectively uses collaborative technologies for specifying, refining andmanaging knowledge project workflows and deliverables that evolve alongwith systems if the bank is to further improve knowledge exchanges,business processes and workflows (Malhotra, 2002, para 12-13). As far as communication to business associates and channel partnersis concerned, the bank uses email, the Corporate Intranet and at timesvideo conferencing to communicate company information, manage data andknowledge, automate workflows and business transactions, and to discuss newdevelopments or issues. Such communication exchanges has, in many an instance,resulted in the bank being able to refine and improve several of itscustomer offerings and work flow processes. However, one area where thebank can use Information Technology to further improve intra-organizationalcommunication is by using knowledge management solutions that providesusers with connected and constantly updated information. Furthermore, the bank now actively encourages employee feedback given the timesaving nature of the Internet and its ability to automatically compile andformat data. While, no doubt, Information Technology has greatlyimproved customer ease-of-access to information, there is still ample scopeto harness the power of Information Technology to increase customerconvenience and user friendliness. omers can access information onavailable products and services as well as their account status throughtheir personal Internet enabled devices or any of the bank's AutomatedTeller Machines. Looking at the way in which Information Technology has changed thevery methods of communication, it is little wonder that it is said that weare currently living in the Age of Information and Knowledge Management. Push technologythat enables targeting of relevant information to pre-specified employeeuser groups would also increase employee use and application of theinformation available (Bank Austria, para 5-7). Currently thebank Web site lacks such features and presumes that all its customers willbe computer literate enough and interested enough to surf through the siteand figure things out for themselves. The use of Information Technology has resulted inthe bank saving both time and money given the instant nature of thecommunication and the fact that all concerned have all the data requiredvirtually at their fingertips. Information Technology has also changed employee communicationdramatically.
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