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1
Networked Communication Networked Communication ApplicationsApplications
Copyright 1997 Panko
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2
Importance of CommunicationImportance of Communication
The Manager’s dayThe Manager’s day
25%25% In conference roomsIn conference rooms 30%30% In other face-to-face meetingsIn other face-to-face meetings 5%5% On the telephoneOn the telephone 25%25% Reading and writingReading and writing 85%85% Total communicationTotal communication
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Historical PerspectiveHistorical Perspective
1950s, 1960s, 1970s1950s, 1960s, 1970s We focused mostly on clerical supportWe focused mostly on clerical support But only 1/3 of employment, 1/4 office salariesBut only 1/3 of employment, 1/4 office salaries
1980s1980s The PC eraThe PC era Focused on stand-alone managerial and Focused on stand-alone managerial and
professional workprofessional work But most managerial and professional work is not But most managerial and professional work is not
stand-alonestand-alone
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4
Historical PerspectiveHistorical Perspective
1990s1990s
Networking is explodingNetworking is exploding
Focusing on managerial and professional Focusing on managerial and professional groupworkgroupwork
Redesigning cross-unit functions (Chapter 11)Redesigning cross-unit functions (Chapter 11)
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Keyboard-Based ToolsKeyboard-Based Tools
Electronic Mail (E-mail)Electronic Mail (E-mail)
Computer conferencingComputer conferencing
GroupwareGroupware Focus on groups rather than individualsFocus on groups rather than individuals
Electronic Meeting RoomsElectronic Meeting Rooms Conference rooms with computers for participantsConference rooms with computers for participants Software to make meetings work betterSoftware to make meetings work better
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6
Voice and VideoVoice and Video
POTSPOTS Plain old telephone servicePlain old telephone service Audio conferencingAudio conferencing
VideoconferencingVideoconferencing Room-to-roomRoom-to-room DesktopDesktop
Document conferencingDocument conferencing Share documents and applicationsShare documents and applications
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7Calls to MiddlewareCalls to MiddlewareWord ProcessorWord Processor
Electronic Mail(Middleware)
Electronic Mail(Middleware)
Transport StandardTransport Standard
Internet StandardInternet Standard
Subnet StandardSubnet Standard
Electronic MailElectronic Mail
Transport StandardTransport Standard
Internet StandardInternet Standard
Subnet StandardSubnet Standard
Station A Station B
Middleware Called using API standard
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Calls to MiddlewareCalls to Middleware
E-mail and other networked communication E-mail and other networked communication applications can form a layer between other applications can form a layer between other applications and transportapplications and transport
Called middlewareCalled middleware
Allows word processing user to send a Allows word processing user to send a document as a messagedocument as a message
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Calls to MiddlewareCalls to Middleware
Interface between middleware program and Interface between middleware program and other applications must be standardizedother applications must be standardized
Called an application program interface (API)Called an application program interface (API)
Most popular e-mail API is Microsoft’s MAPIMost popular e-mail API is Microsoft’s MAPI
Word ProcessorWord Processor
Electronic Mail(Middleware)
Electronic Mail(Middleware)
Middleware Call using API standard
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Electronic MailElectronic Mail
AttachmentsAttachments
Messages carry word processing, spreadsheet, Messages carry word processing, spreadsheet, other filesother files
Can be better than other file transfer methodsCan be better than other file transfer methods
If sent over the Internet, extra work must be doneIf sent over the Internet, extra work must be done
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Electronic MailElectronic Mail
Rules, Filters, AgentsRules, Filters, Agents
Some people are overloaded by e-mailSome people are overloaded by e-mail
Your e-mail program can pre-process your mailYour e-mail program can pre-process your mail
Send low-priority mail to “To be read” fileSend low-priority mail to “To be read” file
Can flag high-priority mailCan flag high-priority mail
Can even respond to some without your Can even respond to some without your interventionintervention
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12Computer ConferencingComputer Conferencing
Computer Conferencing Program
Bulletin Board
Participant
MessageBeing
Submitted
MessageBeing
Posted
MessageBeing Read
Laterby Other
ParticipantParticipant
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13Computer ConferencingComputer Conferencing
E-mail designed for one-to-one or one-to-few E-mail designed for one-to-one or one-to-few communicationcommunication
Computer conferencing is designed for group Computer conferencing is designed for group communicationcommunication
New messages are posted, can be read by othersNew messages are posted, can be read by others
Special tools for posting, readingSpecial tools for posting, reading
Administrative tools for conference managerAdministrative tools for conference manager Participant lists, voting, etc.Participant lists, voting, etc.
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Electronic Mail SystemElectronic Mail System
Sender’s PC
ElectronicMailHost
ElectronicMailHost
ElectronicMailHost
Receiver’s PC
Message
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Electronic Mail HostsElectronic Mail Hosts
Together, act Like a Postal ServiceTogether, act Like a Postal Service Deliver mail to one anotherDeliver mail to one another Report delivery failuresReport delivery failures [email protected] -- hawaii.edu is the mail [email protected] -- hawaii.edu is the mail host
Hold incoming mail until user logs inHold incoming mail until user logs in
May provide a directory of usersMay provide a directory of users
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Communication Between Mail HostsCommunication Between Mail Hosts
Needed for mail deliveryNeeded for mail delivery
Simple Mail Transfer Protocol (SMTP)Simple Mail Transfer Protocol (SMTP)
TCP/IP host-host mail standard for delivery TCP/IP host-host mail standard for delivery
Between mail hosts; not between mail host and Between mail hosts; not between mail host and useruser
Simple but effectiveSimple but effective
Becoming dominantBecoming dominant
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Other Standards Linking Mail HostsOther Standards Linking Mail Hosts
Other Standards Exist for Mail Host Other Standards Exist for Mail Host ExchangesExchanges
X.400X.400 More sophisticated standard from OSIMore sophisticated standard from OSI Popular with European carriersPopular with European carriers
MHSMHS Popular on Novell NetWare NetworksPopular on Novell NetWare Networks Now being supersededNow being superseded
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Other Standards Linking Mail HostsOther Standards Linking Mail Hosts
Other Standards Exist for Mail Host Other Standards Exist for Mail Host ExchangesExchanges
Proprietary StandardsProprietary Standards Exist for Lotus Notes, other programsExist for Lotus Notes, other programs Often full-featured, difficult to dislodgeOften full-featured, difficult to dislodge
Translation SoftwareTranslation Software Translates among SMTP, X.400, MHS, and Translates among SMTP, X.400, MHS, and
proprietary host-host protocolsproprietary host-host protocols
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User-Mail Host CommunicationUser-Mail Host Communication
Host-Host CommunicationHost-Host Communication For delivering mail to user mailboxesFor delivering mail to user mailboxes
User-Host CommunicationUser-Host Communication To receive mail in the mailboxTo receive mail in the mailbox To post new mailTo post new mail To do administrative tasksTo do administrative tasks
Host-Host
User-Host
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User-Mail Host CommunicationUser-Mail Host Communication
Mail Stored on the HostMail Stored on the Host Traditionally, mail stayed on the host until deletedTraditionally, mail stayed on the host until deleted
Whole body of mail can be accessed from Whole body of mail can be accessed from anywhereanywhere
All interaction was online, in real timeAll interaction was online, in real time
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User-Mail Host CommunicationUser-Mail Host Communication
Downloading SystemsDownloading Systems User can download mail for reading later offlineUser can download mail for reading later offline User can prepare mail offline and later upload itUser can prepare mail offline and later upload it
ConsiderationsConsiderations Allows offline workAllows offline work Especially important for notebook users for whom Especially important for notebook users for whom
connection time is expensive, inconvenientconnection time is expensive, inconvenient Old mail may be scattered over mailbox on host, Old mail may be scattered over mailbox on host,
office PC, home PC, and notebook computeroffice PC, home PC, and notebook computer
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22Internet Mail Downloading Internet Mail Downloading StandardsStandards POP 3POP 3
Post Office Protocol, Version 3Post Office Protocol, Version 3 Download all mailDownload all mail Can take long if big attachments, much junk mailCan take long if big attachments, much junk mail
IMAP 4IMAP 4 Interactive Mail Access Protocol, Version 4Interactive Mail Access Protocol, Version 4 Newer standardNewer standard See one-line message summariesSee one-line message summaries Download only what is desiredDownload only what is desired
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Message Structure StandardMessage Structure Standard
Structure of Messages must be StandardizedStructure of Messages must be Standardized To allow different systems to read the messagesTo allow different systems to read the messages
RFC 822RFC 822 Basic Internet standard for document structureBasic Internet standard for document structure Text-only, structured fieldsText-only, structured fields
MIMEMIME Multipurpose Internet Mail ExtensionsMultipurpose Internet Mail Extensions Allows multimedia messagesAllows multimedia messages
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Message Structure StandardMessage Structure Standard
HTMLHTML
Widely used on the WWWWidely used on the WWW
Can be used for body, even header of messageCan be used for body, even header of message
Not yet standardized for email useNot yet standardized for email use
Displeases receivers who cannot read body as Displeases receivers who cannot read body as HTMLHTML
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Internet EncodingInternet Encoding
Sender
EncodedFile in7-bit
ASCII
OriginalFile in8-bit
ASCII
Encoding
Receiver
OriginalFile in8-bit
ASCII
EncodedFile in7-bit
ASCII
Decoding
Internet
Internet can onlytransmit 7-bit ASCII
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26Internet Encoding for AttachmentsInternet Encoding for Attachments
Sender
EncodedFile in7-bit
ASCII
OriginalFile in8-bit
ASCII
Encoding
Receiver
OriginalFile in8-bit
ASCII
EncodedFile in7-bit
ASCII
Decoding
Internet
Sender must encodeoutgoing file into
7-bit ASCII standard.
Called Internet encoding
Several standards exist:Binhex, UUencode, MIME
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Internet Attachment EncodingInternet Attachment Encoding
Most attachments use 8-bit file formatsMost attachments use 8-bit file formats Use all 8 bits of each byteUse all 8 bits of each byte Internet only supports 7-bit ASCIIInternet only supports 7-bit ASCII 8th bit is chopped off during transmission8th bit is chopped off during transmission
In addition, 32 of the 7-bit combinations are In addition, 32 of the 7-bit combinations are forbidden because they were created to manage forbidden because they were created to manage transmission rather than convey informationtransmission rather than convey information
Sending 8-bit files over the Internet would damage Sending 8-bit files over the Internet would damage themthem
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Encoding for AttachmentsEncoding for Attachments
Internet EncodingInternet Encoding
Creates a stream of bytes conforming to Internet Creates a stream of bytes conforming to Internet limitationlimitation
Must be decoded at the other endMust be decoded at the other end
Unfortunately, competing Internet attachment Unfortunately, competing Internet attachment encoding standards exist: MIME most popularencoding standards exist: MIME most popular
Sender must chose an Internet attachment Sender must chose an Internet attachment encoding format the reader can decodeencoding format the reader can decode
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29Internet Attachment Encoding Internet Attachment Encoding StandardsStandards BinhexBinhex
Created for MacintoshCreated for Macintosh Widely supported on PC mail programsWidely supported on PC mail programs
UUENCODEUUENCODE Created for UNIX machinesCreated for UNIX machines Widely supported on PC mail programsWidely supported on PC mail programs
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30Internet Attachment Encoding Internet Attachment Encoding StandardsStandards MIMEMIME
Multipurpose Internet Multimedia Exchange Multipurpose Internet Multimedia Exchange standardstandard
General-purpose encoding system for the Internet. General-purpose encoding system for the Internet. Not limited to attachments Not limited to attachments
Support is growingSupport is growing
S/MIMES/MIME Secure MIMESecure MIME Used where security is importantUsed where security is important
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31Internet E-Mail StandardsInternet E-Mail Standards
PC withlocal Emailprogram
MessageDownloading &
Uploadingvia POP or IMAP
SMTP(Simple Mail
Transfer Protocol)
PC withSoftware that
that handles mailin real time
Message Content StandardRFC 822: Text OnlyMIME: Multimedia
Attachment EncodingBinhex, UUENCODE, MIME
Vendor-SpecificCommunication
E-Mail HostE-Mail Host
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Email EttiquetteEmail Ettiquette
Rules of proper behaviorRules of proper behavior
FlamingFlaming
Sending heated, nasty messagesSending heated, nasty messages
It is so easy to reply that people sometimes do so It is so easy to reply that people sometimes do so without thinkingwithout thinking
The other person may not seem like a personThe other person may not seem like a person
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Electronic Mail EtiquetteElectronic Mail Etiquette
SpammingSpamming
Mass mailing commercial advertisements via Mass mailing commercial advertisements via email or computer conferencesemail or computer conferences
Very annoyingVery annoying
Not illegal, per se, although some specific offers Not illegal, per se, although some specific offers areare
Courts are favoring providers vs spammersCourts are favoring providers vs spammers
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Electronic Mail EtiquetteElectronic Mail Etiquette
ReplyingReplying Who will the reply go to? Summarize!Who will the reply go to? Summarize! Obviously the original senderObviously the original sender But also all receiversBut also all receivers If you think the former but send to all, they will all If you think the former but send to all, they will all
receive your “private” messagereceive your “private” message
ForwardingForwarding If someone sends you a message, it may be If someone sends you a message, it may be
embarrassing to them if you forward it to othersembarrassing to them if you forward it to others
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Corporate PrivacyCorporate Privacy
Corporate email is not privateCorporate email is not private Employer has right to read all messagesEmployer has right to read all messages You can be fired even if you thought the message You can be fired even if you thought the message
was private and only went to one other personwas private and only went to one other person
Legal DiscoveryLegal Discovery In lawsuits, lawyers can subpoena all emailIn lawsuits, lawyers can subpoena all email Even if the company has given up the right to do Even if the company has given up the right to do
soso
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36Directory ServerDirectory Server
Final a user’s formal E-mail addressFinal a user’s formal E-mail address Also a locator for other informationAlso a locator for other information
Directory ServerUser PC
“What is the address of ‘Ray’?”
Ray KimuraRaymond brownSusan Raynes
RkimuraRbrownSRaynes
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37Taxonomy of Groupware Taxonomy of Groupware DimensionsDimensions
Same Place
Different Place
Same Time(Synchronous)
Different Time(Asynchronous)
Electronic MeetingRoom
Electronic MeetingRoom
DepartmentalEDM
DepartmentalEDM
VideoconferencingDesktop Conferencing
VideoconferencingDesktop Conferencing
EmailComputer Conferencing
EmailComputer Conferencing
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38Workflow SystemsWorkflow Systems
Multiuser Manual Processes TodayMultiuser Manual Processes Today The job pass from one person to anotherThe job pass from one person to another Each works only part of itEach works only part of it The job must then be passed onThe job must then be passed on Example: fill in expense reportExample: fill in expense report
ProblemsProblems Often very slowOften very slow Often lacks tools for doing work, passing it onOften lacks tools for doing work, passing it on Hard to manage across multiple departmentsHard to manage across multiple departments
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39Typical Computerized Workflow Typical Computerized Workflow SystemSystem
Employee Supervisor Purchasing
Fiscal Officer
PreparesRequest
Reviews forNeed
Reviews forAdherence to
Rules
IS Department
Reviews forTechnicalMatters
SendsPurchase
Order
Must beCompleted
BeforePurchasing will
Issue Purchase Order
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40Workflow ToolsWorkflow Tools
Provide support for subtasksProvide support for subtasks Tools to help each person working on the jobTools to help each person working on the job
Provide distribution toolsProvide distribution tools When finished, worker hits “Go” buttonWhen finished, worker hits “Go” button Delivery and notification is automaticDelivery and notification is automatic Reduces time lagsReduces time lags
Management toolsManagement tools Tracking individual jobsTracking individual jobs Statistics to find bottlenecksStatistics to find bottlenecks
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41Project Management SystemProject Management System
Workflow is for highly-structured workWorkflow is for highly-structured work
Project management systemsProject management systems For less highly-structured work (building a building, For less highly-structured work (building a building,
writing a proposal)writing a proposal) Many people involvedMany people involved Many tasks to do, with some depending on othersMany tasks to do, with some depending on others
ToolsTools PlanningPlanning TrackingTracking
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42Project Management Tasks:Project Management Tasks:Creation of ProposalCreation of Proposal
OutlineProposal
OutlineProposal
DraftIntroduction
DraftIntroduction
DraftPlan
DraftPlan
DraftQualifications
DraftQualifications
Review andEdit
Review andEdit SubmitSubmit
All DraftsMust be
Complete BeforeReview
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43Electronic Document Management Electronic Document Management (EDM)(EDM)
Documents are widely used in organizationsDocuments are widely used in organizations Already created electronicallyAlready created electronically Problems in locating documents, retrievalProblems in locating documents, retrieval
Organized storage and retrievalOrganized storage and retrieval Keyword searches on indexed fieldsKeyword searches on indexed fields Full-text retrieval searches text of entire document Full-text retrieval searches text of entire document
for certain stringsfor certain strings
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44
Electronic Document Management Electronic Document Management (EDM)(EDM)
ManagementManagement Keeping track of versionsKeeping track of versions Document check-in, check outDocument check-in, check out Retention strategyRetention strategy
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45Lotus NotesLotus Notes
Prototypical Groupware ToolPrototypical Groupware Tool Set of highly integrated toolsSet of highly integrated tools
Word processing and other document-creation toolsWord processing and other document-creation tools
E-mailE-mail
Retrieval toolsRetrieval tools
Coordination toolsCoordination tools Plans timing of eventsPlans timing of events Tracks timing of eventsTracks timing of events
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46Lotus NotesLotus Notes
Application Development ToolsApplication Development Tools Very-high-level programming language for Very-high-level programming language for
creating individual integrated applicationscreating individual integrated applications Create proposal tracking application, other Create proposal tracking application, other
applicationsapplications Can also buy pre-made applicationsCan also buy pre-made applications Perhaps Notes’ greatest strengthPerhaps Notes’ greatest strength
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47Application DevelopmentApplication Development
Customer Tracking ApplicationCustomer Tracking Application
Application Development(Integration)
Application Development(Integration)
VerbalCommuni-
cation(Email)
VerbalCommuni-
cation(Email)
GroupComposition
(ProposalWriting)
GroupComposition
(ProposalWriting)
GroupMemory
(CustomerInformationRetrieval)
GroupMemory
(CustomerInformationRetrieval)
Coordination(Order
Tracking)
Coordination(Order
Tracking)
Control(Management
Statistics)
Control(Management
Statistics)
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48Replication in NotesReplication in Notes
Files created on local Notes serversFiles created on local Notes servers Replicated to other Notes servers, often overnightReplicated to other Notes servers, often overnight Does not require replication speed of databaseDoes not require replication speed of database
Notes Server BNotes Server A
Notes Server C
Replication ofNew and Modified Files
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The Internet and GroupwareThe Internet and Groupware
Lotus NotesLotus Notes Now integrates Internet accessNow integrates Internet access
Other Groupware ProductsOther Groupware Products Some designed for Internet use from ground upSome designed for Internet use from ground up Can also be used in IntranetsCan also be used in Intranets Netscape CommunicatorNetscape Communicator MS NetMeetingMS NetMeeting TeamWaveTeamWave
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Room-to-Room VideoconferencingRoom-to-Room Videoconferencing
Camera and Monitors
Codec
Roll-About System
Codec
Conference Room 1
Conference Room 2
CircuitTypically 56 kbps to T1/E1
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Room-to-Room VideoconferencingRoom-to-Room Videoconferencing
MonitorsMonitors
CamerasCameras
Controller for Meeting LeadersController for Meeting Leaders
MicrophonesMicrophones Acoustics is the most difficult part to get rightAcoustics is the most difficult part to get right Howl-around from feedbackHowl-around from feedback Unnatural soundsUnnatural sounds Requires careful room preparationRequires careful room preparation
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52Room-to-Room VideoconferencingRoom-to-Room Videoconferencing
CODECs: TranslationCODECs: Translation Video signals from cameras are analogVideo signals from cameras are analog CODEC converts to digital for transmission on a digital lineCODEC converts to digital for transmission on a digital line
CODECs: CompressionCODECs: Compression Videoconferencing codecs also compress the digital signalVideoconferencing codecs also compress the digital signal Lose quality at high compression: grainy pictures, jerky Lose quality at high compression: grainy pictures, jerky
motion, buzzy soundmotion, buzzy sound Good at T1, fractional T1Good at T1, fractional T1 Marginal at 64 kbpsMarginal at 64 kbps
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53Multipoint Conferencing Units Multipoint Conferencing Units (MCUs)(MCUs) Switch between any two roomsSwitch between any two rooms Multisite conferencesMultisite conferences
Site A(In Conference)
Site A(In Conference)
Site B(Not Involved)
Site B(Not Involved)
Site C(In Conference)
Site C(In Conference)
MCUMCU
Site D(In Conference
Site D(In Conference
CommunicationLink
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54Document ConferencingDocument Conferencing
Desktop communicationDesktop communication PC users can share documentsPC users can share documents May be able to jointly work on a program (e.g., May be able to jointly work on a program (e.g.,
spreadsheet)spreadsheet) With desktop video, can see and hear each otherWith desktop video, can see and hear each other Video requires a fast transmission lineVideo requires a fast transmission line ISDN is the slowest possible line for videoISDN is the slowest possible line for video
User A User B
TransmissionLine
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Videoconferencing StandardsVideoconferencing Standards
Proprietary StandardsProprietary Standards Before, each vendor had their own proprietary Before, each vendor had their own proprietary
standardsstandards
ITU-TITU-T Now, most follow the ITU-T’s videoconferencing Now, most follow the ITU-T’s videoconferencing
standardsstandards Standards are still being added for new needsStandards are still being added for new needs
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56Basic ITU-T Videoconferencing Basic ITU-T Videoconferencing StandardsStandards
H.320 SeriesH.320 Series Videoconferencing over the ISDNVideoconferencing over the ISDN
H.323 SeriesH.323 Series Videoconferencing over LANs, the InternetVideoconferencing over LANs, the Internet
H.324 SeriesH.324 Series Videoconferencing over the telephone network using Videoconferencing over the telephone network using
modemsmodems
T.120 SeriesT.120 Series Document conferencingDocument conferencing
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Electronic Meeting Room (EMR)Electronic Meeting Room (EMR)
The NeedThe Need
Managers spend 25% of the day in conference Managers spend 25% of the day in conference roomsrooms
When they get there, they have to leave their When they get there, they have to leave their computer technology behindcomputer technology behind
Meetings have problems that need to be Meetings have problems that need to be addressed: lasting too long, some people being addressed: lasting too long, some people being afraid to speak, etc.afraid to speak, etc.
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An Electronic Meeting Room (EMR)An Electronic Meeting Room (EMR)
Participant PCs Public Screenwith Projection
System
ModeratorPC
Serverwith Software
LAN
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Electronic Meeting Room (EMR)Electronic Meeting Room (EMR)
Participant PCsParticipant PCs Each has their own PCEach has their own PC
Moderator PCModerator PC To control the meeting softwareTo control the meeting software
Public ScreenPublic Screen To display shared informationTo display shared information Requires a projectorRequires a projector
LAN to link everyone togetherLAN to link everyone together
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60Electronic Meeting Room (EMR)Electronic Meeting Room (EMR)
Server softwareServer software Real key to EMR SuccessReal key to EMR Success Toolbox of programs for various agenda itemsToolbox of programs for various agenda items Integrated: set agenda, pick tool for each itemIntegrated: set agenda, pick tool for each item
Electronic BrainstormingElectronic Brainstorming Generating ideasGenerating ideas Proven to generate ideas much faster than face-to-face Proven to generate ideas much faster than face-to-face
brainstormingbrainstorming May generate more comments from low-level people too May generate more comments from low-level people too
intimidated to talk face-to-face intimidated to talk face-to-face
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61Electronic Meeting Room (EMR)Electronic Meeting Room (EMR)
Commenting on specific alternativesCommenting on specific alternatives
VotingVoting Can be anonymousCan be anonymous Can analyze pattern of votes to indicate areas of Can analyze pattern of votes to indicate areas of
disagreementsdisagreements
Presentation of ReportsPresentation of Reports PowerPoint, etc.PowerPoint, etc.
People have straight face-to-face discussions tooPeople have straight face-to-face discussions too