Released by: Manager@Work, The Edge
Date: 25 August 2008
Modern Enablers
Information and Communication Technology (ICT) is like the "fire in the cave" which is an enabler to give light, provide warmth and cook the food. Use it well, it can harness great powers for management and use it wrongly, it can create havoc and damage. So what is management? Simply, it is about making things happen and achieving planned outcomes. Thus, every one of us is a `manager' as we have
to manage time, resources, tasks, relationships and ourselves to achieve outcomes. Now, marry those managerial functions with the technological advances and we have accelerated management capability - to get results quicker. Think of the possibilities that have been explored with the deluge of computers and handheld PDAs as well as phones that have become a norm in our lives. All these
technological advancement and innovations have certainly affected the way we live, work and play.
Instead of being confined to just his desk, today's manager has more varied ubiquitous options and tools to help him be a more effective and better manager. Sending an important message will no longer be limited to an office boy or via post. There's facsimile, email, wired and wireless telephones, SMS, MMS, PDAs, Blackberry and notebooks which all offer an instant mode of communication and
personal knowledge management. Video conferencing addresses allows us to transcend distance, space and time for us to communicate and deliberate without having to leave the office. None of these methods are foolproof, they are still prone to breakdowns, but the message is, we have more options with modern ICT enablers and this has affected the behaviour of managers.
Evolutions of ICT Technology
Computers and communication technologies have played an increasingly major role in our daily lives ever since its inception in the late 1930s. Starting from the `vacuum tube' era to the IBM 702 Electronic Data Processing Machine, which was transistor-based that could also handle scientific and engineering applications, to the development of Ethernet by Robert Metcalf, an engineer at XEROX. From
transistor-based, the break through was seen in the invention of integrated circuit (IC) by Jack Kilby which led to the development of the microprocessor chip. The first generation of computers was developed to process large amount of transactional information and to do number crunching or data processing. Later with the transition of large central processing unit (CPU) computers or `black boxes'
to mini-computers, this has resulted in computers being distributed and localised in regional offices and branches. As a consequence, management structure was also de-centralised as local computing and electronic data
processing allowed many companies and their managers to be self reliant and more responsive to local changing needs. The advent of personal computers and the internet technology has revolutionised the way business is being conducted and managed. It has resulted in unique business models and the explosion of knowledge-ware. The evolution of computing which started with data processing has now
morphed into powerful systems and enablers for decision support, knowledge acquisition and management.
Internet and Digital Technology
Today, with the advent of the Internet and Digital technology, various applications and more sophisticated equipment, the information and communication technology (ICT) is breaking through traditional physical and virtual boundaries. This has made connectivity seamless and the dissemination of information very much quicker. The development of application software programmes and various
applications or enablers for personal and corporate knowledge management has changed the ways managers behave and manage to-day. Some application programmes like Microsoft Office and SAP's Enterprise Resource Planning (ERP) or Seibel's Customer Relationship Management (CRM) systems have changed the ways that businesses are being organised, run and managed to-day. The Apple's Macs have dominated
the design and publishing industry and pushed them to greater heights with their cutting edge digital technology and proprietary publishing software.
A mobile phone has evolved into a highly sophisticated device which can take pictures, record videos, download data and transmit them via wireless means! And now with the Blackberry, GPRS, 3G, HSDPA and the 4G rollout, it allows managers the availability of a 24-hour by 7 days a week connectivity and quick decision-making! But at what price? All these developments have made us addicted to speed
and becoming more impatient. We get quick messages and the expectation is that we need to make quick replies. This may often cause us to make uninformed and impulsive decisions and prematurely react to urgent request for responses.
Silent Communication
But ultimately, ICT technology has done but one thing; that is quickened the pace of communication and decision-making. In this rapidly evolving world, we encounter many instances when all we have time to do is react, not think and reflect. However, in this new knowledge era what we are in need of is a competent set of workers who are well informed and have the ability to think, not just react.
Hence, the term `silent communication' would refer to the ability to continuously be connected through the SMS technology using the hand phones or through internet blogging or chatting without using the human voice. In silent communication, we can be what we are not. Conversely others can do the same. Therefore there is a need to be vigilant to identify who we are really communicating to. While
this mode of communication provides continuous silent dialogue, it needs to be managed and used carefully. A manager who reacts to any situation without thinking_ before responding can regret this mode of connectivity and
continuous silent dialogue if responses are made on impulses and emotional reaction. Worse still, if the message is inadventently send to the wrong recipient. The repercussions for the manager and the organisation can sometimes be quite embarrassing and damaging!
Here are some management insights to manage `Silent Communication'.
Management Insight #1 - LEARN TO USE THE ICT TECHNOLOGY WELL
Learn to use the available technologies well to enable your personal productivity and personal knowledge management. Be child-like inquisitive and start to learn more and apply what the technology can offer. Best still get your children to teach you the new technology. They have been able to use the modern `cave fire' better than many of us who have grown up in the changing technological era.
Management Insight #2 - MAKE ICT TECHNOLOGY WORK FOR YOU, NOT AGAINST YOU
A business with the proper technology to power it, will outperform the others. Make sure that there are adequate support systems in place in event of emergencies. Discard additional technologies that are of no importance. Knowledge sharing systems are a great way of disbursing information and empowering people. Continue to update your knowledge and build competency in new and emerging technologies
to keep yourself relevant.
Management Insight #3 - BE CLEAR AND REFLECTIVE
Ensure that communication and dissemination of information is clear, concise and
correct. Be adept at sieving out matters and issues that need to be addressed and discard the trivial, or leave it to the appropriate persons to deal with those issues. Before you send any messages, stop and reflect on how this message will affect you if you were the recipient of the message. Often a message that is sent in an emotional state and in haste tends to create or generate more troubles
that expected, so hold back any messages made emotionally.
Management Insight #4 - SCHEDULE THINKING TIME
Make a note in your calendar and fix an appointment with yourself to allow for some time to reflect back on issues that have surfaced and matters that are to be action or dealt with. Clear and unhurried thinking will help you make better decisions in using the most appropriate tools as well as manner and approach to communication and decision making. Don't be seduced by the content or the outcome
(Intellectual Intelligence (II)), be mindful and just watch the process, sensitivity and feelings (Emotional Intelligence (EI)) in any project or task that you manage.
Management Insight #5 - USE TECHNOLOGY AS A PERSONAL ENABLER
The available technology is a powerful enabler. Use it wisely for increasing your own personal effectiveness and learning. Technology can be a powerful enabler or a darn nuisance - if you make it so. There will be accelerating technology innovation and explosion of knowledge; and this will change the ways we change, behave and respond to new situations and challenges. The ability to care is human
but having the capability to care is truly humane. With all the technology and ability, we must always have the capability to discern what is right and wrong, what is good and bad, and what are good practices and bad practices. We should not rationalise our decisions based on the rule of expediency and the ends to justify the means.
Dr Wilson Tay is CEO of the Malaysian Institute of Management, the national management organisation of Malaysia. MIM invites companies and professional managers to be members. Contact MIM Membership Support and Outreach at (603) 2164 5255; fax (603) 2165 4681; e-mail: enquiries@mim.org.myor visit www.mim.org.my
