Managing the Information Technology Resource Instructor’s Manual
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CHAPTER 12 – IT BUSINESS COMMUNICATIONS_________
CHAPTER OBJECTIVES
Study of this chapter will enable the student to:
1. Appreciate why communication is such as important factor in achieving alignment
3. Be aware of why it is necessary for business partners to understand IT
5. Be familiar with some methods that can be used to improve communication
CHAPTER OVERVIEW
This chapter focuses on the importance of communication. Without effective communication, the firm
will eventually die. A common language is necessary for effective communication, implying the need
for IT and the business to learn each other’s jobs, requirements, methods, objectives, and languages.
The chapter also addresses the importance of communication as a part of effective leadership.
CHAPTER OUTLINE
I. The Importance of Communication
II. Guidelines for Communication
III. Why IT Must Understand the Business
IV. Why Is It Important for Business Partners to Understand IT?
V. Developing Partnerships Through Mutual Understanding
A. The Road to Partnership
VI. Organizational and Global Culture
VII. Addressing Communication Effectiveness
A. Tips and Techniques
B. The Personal Factor
VIII. What Are the Best Methods to Improve Communications?
IX. What Is the Priority in Improving IT Communication?
EXAMPLES IN ACTION
• Gartner, Align Thyself – p.329
• Sample Glossary of British/American Slanguage – p.331
• Sample Glossary of Financial Terms – pp.322-333
• Sample Glossary of Web Services Terms – pp.333-334
• Where’s the Bus? – p. 337
• Too Much Communication? – p.339
Managing the Information Technology Resource Instructor’s Manual
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ANSWERS TO END-OF-CHAPTER REVIEW QUESTIONS
1. What is the importance of having good communication between IT and the business?
2. What are the key elements for effective communication of vision?
• Simplicity – avoid specialized terminology or jargon that impedes communication.
3. Why does communication between people require a common language?
4. How does cross-training or cross-education improve communication?
Cross- training improves communication because the participants are exposed to the language
5. What are the benefits to the firm when business people understand IT better?
6. Why is partnership important to the firm?
7. What are the determinants of partnership?
8. Which actions did Henderson suggest are important to creating effective partnerships?
9. What mechanisms did Galbraith identify as increasing communication between business units?
10. In what ways can the firm improve business and IT communication? Explain.
• Knowledge gaps between business and IT can be identified and eliminated through training
ANSWERS TO END-OF-CHAPTER DISCUSSION QUESTIONS
1. What are some of the ways that organizations of which you are aware try to improve
communication?
2. If trust is lost, what are the ways people can repair their relationship?
3. If trust is lost with the firm, what can the organizations within the firm do to repair their
relationships? Are there differences between how people handle the repair versus how an
organization handles the repair?
4. What can a firm do to improve the education levels of their staff? What is the role of IT or
business process certifications? Should continuing education and cross- training be required?
5. What are the negative implications and issues when firms attempt to cross– train their business
and IT staffs?
6. What products should be developed in the future to support improved business – IT
communication?