Office technology focuses on the office information functions, including word processing, data processing, graphics, desktop publishing, and communications. The backbone of technology-rich office environments is a local area network (LAN), which is a single-site computer network, or a wide area network (WAN), which can support worldwide work groups. These networks provide tools for users to transmit data, graphics, mail, and voice across a network. All office functions, ranging from correspondence, to multimedia presentations, to videoconferences, to automated records management, to technologies to support distributed work groups, depend on office technologies. Office technologies, such as keyboarding, dictation, filing, copying, fax, Telex, records management, and telephone and switchboard operations, are candidates for integration.

OFFICE SYSTEMS

Office technologies are integral components of office systems. Office systems exist to facilitate and retain communications, including the creation, processing, retention, and distribution of information. Office systems consist of tasks to be performed, procedures for completing tasks, a set of automated technologies designed to enhance productivity, and people working within the framework of an organizational structure. A compatible synergy among these components creates a smoothly functioning office operation that enhances the productivity and efficiency of the overall organization and contributes to the success of the business. Contributing factors to the synergy include integrated hardware components and integrated software applications.

With the advent of the PC (personal computer), office technologies have radically changed the way companies do business. Prior to the use of PCs in business, secretaries or administrative assistants typed letters, created reports, and organized information in files. Now most office workers have a PC and take responsibility for these functions, as well as many more. Employees key their own letters and e-mails, create spreadsheets, graphs, and multimedia presentations, and keep their files on computer networks.

Laptop computers are used by business travelers to make multimedia presentations, send and receive e-mail, do research on the Internet, play games, and create and send reports and spreadsheets. Laptop computers can also be used to take notes in meetings.

Voice-mail technology has also radically changed the way business is conducted. Voice mail has greatly reduced the need to have an employee answer the phone and take messages for others. Because messages are recorded on voice mail, workers can retrieve the communications and process them as time permits. The messages can be forwarded to other employees, saved, or deleted. An option on some messaging systems is sending messages to groups of people.

Caller-identification became available in the mid-1990s as an option on office telephone systems. This innovation allows the caller to be identified by name and number before the telephone is answered. Some office systems have caller-i.d. only for internal telephones, while other companies have systems that identify callers from outside the company as well.

OFFICE TECHNOLOGIES SUPPORT ALL TYPES OF BUSINESSES

So many office systems functions today depend on office technology that it is difficult to imagine accomplishing all the necessary tasks without them. Sophisticated office technologies are available to support a wide range of businesses.

Independent Entrepreneurs and Small Businesses From a desktop computer, a home-based independent entrepreneur may conduct business locally and worldwide using e-commerce via the Internet. Affordable, high-quality office technology for copying, faxing, and printing is available for small businesses. In fact, some multifunction machines incorporate all these features into one system. Phone, pager, and voice-mail services are provided using cellular telephones via digital network systems.

The most widely used office software packages include word processing, desktop publishing, spreadsheet, database, presentation graphics, personal information management, accounting, project management, e-mail, and Internet browser software. These applications are available as integrated solutions software, rather than independent applications. The integration capabilities lead to increased efficiencies and higher productivity, provided users are trained well to maximize the power and flexibility available using these automated office tools. Integration between applications supports the following features: common documentation, automatic updating, mail merge, multiple open files, networking capability, ease of use and learning, and common error handling.

Large Businesses and Multinational Organizations The range of office technologies available to support large businesses and multinational organizations is vast and continues to grow. WANs and LANs enable distributed work teams to complete projects using groupware and decision support systems. They provide access to large corporate databases and records management systems to support research, reporting, budgeting, and forecasting. Examples of the types of technologies available and their uses are discussed here.

TYPES OF TECHNOLOGIES

The following section describes various types of office technologies.

Intranets and Extranets An intranet is an internal computer network that is basically a small version of the Internet used within a company. Intranets, which are sometimes called enterprise networks, use Web technologies and the Internet to communicate information to the company employees. Users can post and update information on the intranet by creating and posting a Web page, similar to the method used on the Internet. Examples of information that might be posted include telephone directories, event calendars, procedure manuals, e-mail, job postings, and employee benefits information. Additional uses of an intranet might include group scheduling and videoconferencing.

An extranet is a company's intranet that extends to authorized users outside the company. It is used to facilitate communications among the company's suppliers or customers. An example might be an airline that would allow travelers and their companions to access flight information for on-time arrivals or delays for specific flights.

Groupware and Decision Support Systems Groupware is software that supports the work of a group. The three major functions are document formatting, information management, and wide area communication. An electronic calendar is used to keep a group informed, on schedule, and coordinated. It tracks management objectives and goals, arranges meetings, sends reminders, and warns when a project falls behind schedule. Groupware also runs an electronic mail network that links the work group with remote operations. It also includes an information system to handle all data relevant to the business and to make this data instantly available throughout the organization. Decision support systems facilitate group decision making by providing a formalized process for brainstorming, distilling key concepts, prioritizing or ranking topics, and achieving group consensus. These systems facilitate the work of project teams distributed worldwide.

Videoconferencing and Teleconferencing A videoconference is a meeting between two or more geographically separated individuals who use a network or the Internet to transmit audio and video data. To participate in a videoconference, a microphone, speakers, and a video camera are necessary. Any image in front of the video camera, such as a person's face or visual aid, displays in a window on each participant's video screen. Another window on the screen, called a whiteboard, that displays notes and drawings simultaneously on all the participants' screens provides multiple users with an area on which they can write or draw. This is becoming a cost-effective way to conduct business meetings, corporate training, and educational classes.

Teleconferencing links a number of people from a number of geographical locations to discuss topics via audio contact. For example, telephones with speakers could be used in two or more locations with one or more participants per location to conduct a meeting. Teleconferences are sometimes used for project progress reports or to discuss alternative strategies for problem resolution among team members distributed geographically.

Multimedia Multimedia integrates text, graphics, animation, audio, and video. Multimedia applications are used for business and education in the office environment. Marketing presentations are developed to advertise and sell products using multimedia. Using a computer, a video projector, and a display screen, presentations can be made to large and small audiences. Interactive advertisements as well as job applications and training applications can be published on the Internet or in kiosk displays.

Computerized Records Management Records management involves managing and controlling office information. Typical applications include maintaining a records center, tracking active and inactive records, making note of vital records, creating archives or historical records, and developing a record retention schedule.

The processing capabilities and storage capacity of computers have made electronic storage and retrieval of information a common practice in business. Computer-generated document management, records management software, and imaging systems assist businesses with large volumes of records. Imaging systems convert all types of documents to digitized electronic data that can be stored and retrieved readily.

These systems include a scanner that converts the paper document to a digitized form, a processor that compresses the image, a storage medium to retain the image, a retrieval mechanism to convert the image for viewing on a monitor, and an output device that processes the image to hard-copy format. Laser optical disks are well suited for high-volume record management because of their high capacity and durability.

Micrographics is the process of creating, using, and storing images and data in microform. The most common type of microform is micro-film. Images, reduced in size, are stored on reels, in cartridges, on cassettes, on aperture cards, on microfiche, and in jackets. Information stored in a computer can be converted to microfilm. Computer output microfilm (COM) is imaged directly from magnetic media. The electrical impulses on the media are converted to visual images and stored on microfilm. Computer input microfilm (CIM) can be converted to electrical impulses, stored on magnetic media, and used as input. CIM can be used to introduce information from a large microfilm file, such as census data, into a computer for processing. Computer-assisted retrieval (CAR) systems are used for high-speed microform indexing and retrieval.

For many businesses, manual records management systems are still the norm. Businesses use one or more of the five basic filing methods—alphabetic, subject, numeric, geographic, and chronological—to store records in vertical and lateral files, open-shelf files, and rotary files. Good records management practices include establishing complete archives, developing retention schedules, and using timelines for transferring records to permanent storage.

Reprographics Reprographics is the multiple reproduction of images. Reprographics today involves the use of two primary types of equipment: copiers and duplicators. Copiers use an image-forming process similar to a camera to create copies directly from existing originals. Duplicators make copies from masters on special paper that must be prepared before copies are reproduced.

Telephone Systems PBX (private branch exchange) and PABX (private automatic branch exchange) systems are telephone switching systems used by larger businesses. APBX requires a full-time operator, whereas a PABX may be attended or unattended. Calls are automatically distributed to the proper extension in the order in which they were received by an unattended, cordless switchboard. Voice mail is usually included with these telephone systems. In addition, voice recognition may also be a feature, which allows a caller to choose among various options within the voice mail by simply saying a number.

Security A firewall is used to restrict the access to data and information on a network. A firewall is composed both of equipment and software. Companies use firewalls to deny access to the network to outsiders and to restrict employees' access to sensitive data such as payroll or personnel records.

A computer virus is a potentially dangerous computer program designed to cause damage to other computer files. Viruses can spread by users sharing files. These files may be on floppy disks, e-mail, or the Internet. Programmers create viruses for specific purposes, sometimes for a harmless prank, such as scrolling a note across a computer screen, but sometimes for the purpose of destroying or corrupting other files. Viruses have become a significant problem in recent years. The increased use of networks, the Internet, and e-mail has increased the opportunity for viruses to spread as users share files more easily.

An anti-virus program protects a computer from viruses. It functions by scanning for programs that attempt to modify operating systems files or other files that normally are not changed.

Swipe cards, cards with magnetic strips similar to those on credit cards, provide security in offices because they limit access to restricted areas. Employees who need to access the office after hours or to enter secure areas, such as those housing the company's server computers, may use swipe cards.

TV surveillance cameras are used to record people as they enter, exit, and move about the office. Unauthorized access to certain offices or areas is recorded on videotape and may be used when documenting the occurrence. Picture badges are used to identify company employees.

COMMUNICATION IN ORGANIZATIONS

All these office technologies facilitate communication among people in organizations. Increasingly, organizations need personnel with good communication skills—interpersonal, written, verbal, listening skills. They also need personnel who exercise good judgment about which method and medium for communication is most appropriate for a given situation, as well as the technical expertise to use the various office technologies available.