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Computer-based message systems: A taxonomy
Computer-based message systems: a taxonomy
N. Dean Meyer
Office automation includes four major groups of tools: telecomtext munications, handling, information retrieval and analytical or decision support tools. This article reviews the variety of telecommunications tools end then discusses within a detailed framework one example of particular interest to user manegers computer-based message systems. Thus a guide is presented enabling potential users to assess the benefits of the various message commercial systems available. The author The
Avenue,
128
is an Associate
Diebold
Group,
Inc.
Director 430
New York, NY 10022,
of
Park USA.
Many of today’s organizations have established a foundation of costdisplacement applications in the form of word processing, management information systems and telecommunications networks. Interest in office automation has turned to professional tools, focusing on the effectiveness, rather than simply the efficiency of the office. Tools can help managers in gathering information from a variety of sources, in manipulating both quantitative and textual data, and in communications. The most active area of advanced office automation experimentation is the latter, ie tools that assist in managerial communications. Telecommunications tools include a variety of electronic media to transmit messages. It is useful to differentiate synchronous from asynchronous communications. Synchronous tools allow people to talk interactively and require them to be available at the same time. The telephone is the best example. Other synchronous telecommunications tools permit more than two people to participate in the discussion. Conference calls are easy to set up using the public telephone operator or a PBX. Speaker telephones allow a number of participants to share the same room. When a facsimile device or a slow-scan television image is placed alongside the conference telephone link, the tool is termed ‘augmented audio’ or ‘audiographic conferencing’ and allows participants to transmit documents during a conference call. A most powerful form of synchronous teleconferencing is full-scan video, where participants appear just as they would on television. There have been a number of experiments with full-scan video conferencing throughout the world. Perhaps not surprisingly, most of the camera time was spent looking at the documents rather than at the people, particularly when the participants knew each other before the conference. Thus, these early trials were, in essence, very expensive simulations of audiographic conferencing. The potential for video conferencing in the future depends heavily on new wideband communications networks bringing the costs of transmission down. A fourth synchronous telecommunications tool, terminal linking, takes advantage of a number of people sharing a timesharing computer system. While its use is not widespread, except in the technical community, it is interesting to note the potential aid to collaboration when two geographically separated
0308-5961/80/020128-06
$02.00
Q 1980
IPC Business
Press
Computer-based message systems: a taxonomy
people can use the same textual or decision support tools together. Terminal linking is a mode of communication that may have potential as increased numbers of people begin working online as part of their daily practice. Asynchronous tools allow people to communicate without requiring that they be available at the same time. Asynchronous tools are particularly significant because of the problem of availability. Often over 60% of the telephone calls are not completed; the recipient is busy or not at his or her desk. ‘While you were out’ slips may be traded a number of times before the intended party is reached. With asynchronous tools, the sender need not worry about the receiver’s availability at that moment, so it frees the sender from dependence on other people’s schedules. This becomes particularly significant with collaboration across time zones. Asynchronous tools can permit an additional iteration of communications in a working day by allowing London, for example, to initiate a message prior to New York beginning its working day; New York can again respond after the normal communications during the few concurrent working hours. The most prominent of asynchronous telecommunications is the postal system. Each message is delivered at a later time. Another example is facsimile. The facsimile sender and receiver, the principals who originate and read the message, are not talking at the same time. The equipment is linked synchronously, but does not allow interactive dialogue. Hence, from the viewpoint of the user, facsimile is an asynchronous tool. Word processors have already captured the text of memoranda in digital form in many organizations. Virtually all vendors offer communications options that allow a word processor to send a document over standard telephone lines. The user can dial up another word processor and transmit the document, with high quality printout at the other end. There are editing problems when transmitting from one vendor to another due to difficulties in translating format codes. There are also problems when more than a few word processors try to communicate: three form a network that looks like a triangle, four a square with cross bars, and the network with five or more terminals becomes very confusing. Furthermore, the sending word processing operator must establish a telephone connection to the receiving word processing operator. The trend in communicating word processors is to replace the direct dial telephone network with a network with some intelligence that can store the message and forward to the other word processor when that receiving unit is available. The network controller may be a mainframe computer, a packet-switched network, or eventually a PBX. Terminal message systems, like telex and TWX, are common in many of the larger companies. The messages are keyed on a central terminal, or entered via optical character recognition (OCR), paper tape, or magnetic storage media after local typing. The message switch delivers it to the receiving printing terminal either through circuit-switched lines in real time or via digital store-and-forward networks. An operator does not have to cooperate with someone at the other end to send the message. But note that this sends messages from terminal to terminal, whereas an operator tears it off and hand delivers it to the recipient. The fastest growing telecommunications tool is the computer-based message systems (CBMS). Terminals and computers are connected by
TELECOMMUNICATIONS
POLICY June 1980
Computer-based message systems: a taxonomy
a digital network rather than a voice circuit-switched network, so that a whole group of messages can share the same digital telephone line (rather than devoting one line, a ‘piece of wire’ across country, to the communication). A computer-based message system copies the message entered by the sender to a computer file belonging to the receiver. Thus, the message is addressed to an individual rather than a terminal. It stays in that computer file until the recipient checks into his or her computer which says, ‘You have new mail.’ Computerbased message systems allow person-to-person rather than terminalto-terminal communications, with. no intermediate hand delivery. Users are free in geographic location from their terminals. Portable terminals allow one to read and send mail while on the road or at home. Managers will type when the tool addresses a business issue of importance to them, and professional communications is often of central concern. Because CBMS offer a relatively inexpensive pilot approach in office automation that is relevant to user management, they are growing quickly in use.
Taxonomy of CBMS The most basic capabilities inherent in any computer-based message system are the ability to create a message, then to address it to an individual or group of people, and finally to read new mail. Beyond that, commercially available CBMS offer a variety of features. The following framework describes the superset; no one system offers all these capabilities. Creating features To aid in creating a message, a number of other capabilities are offered. CBMS include a wide range of text editors, from the very simple ability to back-space, to a very advanced, full text editing similar to that found in word processors. Message formatting features allow the sender to set the margins, to centre lines, to determine the number of blank lines between paragraphs, justify lines, etc. Some CBMS provide a spelling corrector. A ‘hold’ feature allows one to compose a message and send it at some later time. To aid in creating messages, the integration of CBMS with other tools allows the user to reach into a data base, extract information and send it as a message, or to reach into word processor text files and send documents as messages. The manager may directly enter informal communications and use word processing to generate messages that require formal memoranda formats. Sending features Most, but not all, CBMS offer the option of specifying a title, and some provide the option of adding a comment to the message. The name of the sender is usually attached automatically. These are separate fields within the header of the message. One of the reasons why the telephone system works so well is that users have good directories of everybody who has a telephone number. The better computer-based message systems offer you online directory assistance. Some CBMS allow the author to mark messages as high priority. Many systems allow you to specify a group of recipients; the system sends that message to every individual within that working unit. This is particularly valuable when it is being used
130
TELECOMMUNICATIONS
POLICY June 1980
Computer-based message systems: a taxonomy
for project team collaboration or interest groups. Some CBMS let you differentiate carbon copies and blind copies from the primary distribution list. Others automatically send an author copy also marked separately. A ‘registered’ mail feature notifies the sender when the recipient has read the message. Some CBMS allow one to respond to messages while reading through new mail with a command like, ‘Answer message No 12.’ The CBMS automatically sets up a title and a distribution list that refers back to message No 12. Computer teleconferencing is essentially a computer-based message system that allows one to broadcast a message to a group. It allows a project group or an interest group to work together despite geographic dispersion. If in addition one has the ability to tie a message to a given thread of dialogue or subject, the CBMS application is termed ‘computer conferencing’. The primary difference between a computer-based message system and a computer conferencing system is the ability to tie a given message to a thread of dialogue while sending the message, and track that thread of dialogue over time. With both computer-based message systems and computer conferencing, privacy is sometimes a concern. Authenticity, assuring that the message is indeed from the person that it says it is from, can also be an issue. Privacy and authenticity based on normal timesharing passwords are often better than current office practice. However, some systems offer additional security features. Secretarial services include the ability for a secretary to create or edit, then send the message on behalf of the principal, perhaps attaching his or her initials as the typist. Features for receiving mail
There are a variety of features that help in reading through
mail. Notification that one has new mail is essential, but not all systems offer it. Some systems only give notification if the user explicitly asks for it. If an individual does not want to log-in and read the mail, some systems allow the option of automatically printing an individual’s messages on a given printer, essentially simulating a terminal message network. The ability to scan new mail is very valuable, providing one line per message including for example, the author, title and date. This allows the recipient to sort through new mail, set priorities, and manage the ‘in basket’ far more effectively. The ability to scan through the ‘in basket’ is something one does not have with hard copy mail. A reminder feature allows a message received to be returned to the ‘in basket’ some time later. Forwarding redistributes a copy of the message to someone not on the original distribution list. Most CBMS record the messages on a file where they are kept until explicitly deleted. Of course, systems which file all messages need a It is also advantageous to have ‘delete message’ command. commands that help sort messages into multiple files. A few computer-based message systems automatically publish catalogues of all the dialogue that is not marked private, by author, by date and time, and by key word in title. That file becomes a history of dialogue. It is often valuable to be able to go back and examine all the messages by a given author and/or relating to a given subject. The ability to filter the data base of messages by author, date, or perhaps by key word in title is available on the more advanced computer-based
TELECOMMUNICATIONS
POLICY June 1980
131
Computer-based message systems: a taxonomy
message systems. The variety of reading capabilities (verbs such as scan, print, file delete) might be applied to all or a subset of the ‘in basket’ or other message files. The commands may refer to nouns such as a particular message, all new or unread mail, all messages meeting given criteria, or an entire message file. Secretarial services for receiving mail include the secretary’s ability to read the principal’s mail while identified to the computer as him- or herself. On simpler message systems, the secretary would be forced to log-off and then relog-in as if he or she were the principal. Features
to help in use
The user interface of the computer-based message system is crucial to gaining managerial acceptance. Logging-into the system should be quick and easy. The commands ought to be intuitive: eg the command to send a message ought to be ‘send message’. Furthermore, the system may include online help features: when the computer is waiting for a command, a question mark should provide a list of the alternatives. Some of the better systems provide verbal descriptions of the commands upon demand. Most of the vendors of computer-based message systems have set up a mail box called ‘gripe’ or ‘feedback’ or ‘complaints’ or ‘system’, read by a person in the vendor’s organization, to which questions, problems and complaints can be sent.
Integration There are a number of possibilities for integrating telecommunication tools with other tools in the office. Integration may take a number of forms. It may be as simple as a pipeline between two separate online environments, where the user can reach into one data base, extract a file, and send it to the other tool. This simple approach may be applied on the same computer system or between computers via digital networks. Of course it is inconvenient for the user to have to move a file explicitly from one tool to the next. The most advanced form of integration is when a variety of tools appear to be one and the same tool, sharing the same base and with a user command language that is consistent. Integrating CBMS with word processing allows the user to create messages in an environment that is good for text editing, perhaps beginning with dictation or with documents previously developed. Text handling tools such as word processors tend to have more sophisticated editing, formatting and printing features that are required when the CBMS is applied to formal memoranda. They also tend to have text handling features, such as sorting, that computerbased message systems typically do not have. Integration may provide better capabilities for both generating and handling electronic mail. Integration with file handling tools may help the user manage the data base of dialogue. Data base tools may also be a source of message content. Integration with analytical tools help the user filter the mail in more sophisticated ways. Furthermore, the user may take the output of a model and send it as a message. Joint use of models can have a positive impact on business negotiations. Thus, integration of CBMS with other information tools produces a synergistic effect. Users are more likely to read their mail when they
132
TELECOMMUNICATIONS
POLICY June 1980
Computer-based
message systems: a taxonomy
find themselves online for other purposes. Evaluations of CBMS should consider the degree to which they can be integrated with the existing and planned office automation environment.
Use of computer-based message systems In practice, most CBMS messages are very short: typically six or seven lines in length. They tend to replace telephone calls more effectively than formal memoranda, with a dramatic reduction in ‘while you were out’ message slips.’ CBMS applications are most effective when the discussion begins with a face-to-face meeting to introduce the participants.* An initial pilot application often centres on a project team working together to write a report, proposal, or project plan. Project teams work within a limited time-frame and are often separated geographically. A project team can work together as opposed to splitting up tasks and integrating periodically in face-to-face meetings. An interest group (as opposed to a project group) includes all the people who are interested in a given subject. They can be spread throughout the organization and throughout the country. CBMS can allow the whole group to work together daily and keep informed.
Benefits of computer-based message systems The reduction in the telephone call-back cycle reduces the time it takes to contact people, and users are able to respond more quickly because they can respond at their convenience. The record of dialogues allows users to track ideas through their communications. Furthermore, it is faster to originate an informal message at a keyboard than it is to handwrite it, wait for typing, proof the typing, sign it and send it off. In addition to professional time savings, CBMS will have an impact on other people in the office. A secretary is less frequently interrupted by the telephone and short typing tasks, and hence more available to the principal for administrative tasks to support the professional work. Through better support of both principal and administrative personnel, the user organization becomes more responsive to the people they are working for and working with.3
Conclusion ’ Gwen C. Edwards, ‘Limitations on the growth of computer-communication services’, Telecommunications Policy, Vol 2, No 2, June 1978, pp 128-136: Nicole F. Leduc, ‘Communicating through computers - impact on a small business group’, Telecommunications Policy, Vol 3. No 3, September 1979, pp 235-244. ’ Computer-based message systems are particularly effective when the group is exchanging information that has to be accurate. The telephone is poor, for instance, for transmitting numbers in tables. The attribute that it is written down and saved in a CBMS is an important advantage. o Op cit. Ref 1.
TELECOMMUNICATIONS
The next few years will show explosive growth in the use of computerbased message systems in both government and industry. Because it takes time to understand fully the benefits and the implementation issues, the best way to start is through small pilots in the organization’s office automation group, and then in key user locations. It is both easy and inexpensive to obtain the initial experience required to install computer-based message systems in user organizations. A wide variety of systems are commercially available. These systems offer a wide range of capabilities and vary in both cost and ease of use. Existing tools represent years of thinking and development; there is little reason to reinvent CBMS, at least until an organization gains experience with the tools that are available today. The taxonomy presented here is intended to help users choose a computer-based message system for these initial pilots.
POLICY June 1980
133
N. Dean Meyer
Office automation includes four major groups of tools: telecomtext munications, handling, information retrieval and analytical or decision support tools. This article reviews the variety of telecommunications tools end then discusses within a detailed framework one example of particular interest to user manegers computer-based message systems. Thus a guide is presented enabling potential users to assess the benefits of the various message commercial systems available. The author The
Avenue,
128
is an Associate
Diebold
Group,
Inc.
Director 430
New York, NY 10022,
of
Park USA.
Many of today’s organizations have established a foundation of costdisplacement applications in the form of word processing, management information systems and telecommunications networks. Interest in office automation has turned to professional tools, focusing on the effectiveness, rather than simply the efficiency of the office. Tools can help managers in gathering information from a variety of sources, in manipulating both quantitative and textual data, and in communications. The most active area of advanced office automation experimentation is the latter, ie tools that assist in managerial communications. Telecommunications tools include a variety of electronic media to transmit messages. It is useful to differentiate synchronous from asynchronous communications. Synchronous tools allow people to talk interactively and require them to be available at the same time. The telephone is the best example. Other synchronous telecommunications tools permit more than two people to participate in the discussion. Conference calls are easy to set up using the public telephone operator or a PBX. Speaker telephones allow a number of participants to share the same room. When a facsimile device or a slow-scan television image is placed alongside the conference telephone link, the tool is termed ‘augmented audio’ or ‘audiographic conferencing’ and allows participants to transmit documents during a conference call. A most powerful form of synchronous teleconferencing is full-scan video, where participants appear just as they would on television. There have been a number of experiments with full-scan video conferencing throughout the world. Perhaps not surprisingly, most of the camera time was spent looking at the documents rather than at the people, particularly when the participants knew each other before the conference. Thus, these early trials were, in essence, very expensive simulations of audiographic conferencing. The potential for video conferencing in the future depends heavily on new wideband communications networks bringing the costs of transmission down. A fourth synchronous telecommunications tool, terminal linking, takes advantage of a number of people sharing a timesharing computer system. While its use is not widespread, except in the technical community, it is interesting to note the potential aid to collaboration when two geographically separated
0308-5961/80/020128-06
$02.00
Q 1980
IPC Business
Press
Computer-based message systems: a taxonomy
people can use the same textual or decision support tools together. Terminal linking is a mode of communication that may have potential as increased numbers of people begin working online as part of their daily practice. Asynchronous tools allow people to communicate without requiring that they be available at the same time. Asynchronous tools are particularly significant because of the problem of availability. Often over 60% of the telephone calls are not completed; the recipient is busy or not at his or her desk. ‘While you were out’ slips may be traded a number of times before the intended party is reached. With asynchronous tools, the sender need not worry about the receiver’s availability at that moment, so it frees the sender from dependence on other people’s schedules. This becomes particularly significant with collaboration across time zones. Asynchronous tools can permit an additional iteration of communications in a working day by allowing London, for example, to initiate a message prior to New York beginning its working day; New York can again respond after the normal communications during the few concurrent working hours. The most prominent of asynchronous telecommunications is the postal system. Each message is delivered at a later time. Another example is facsimile. The facsimile sender and receiver, the principals who originate and read the message, are not talking at the same time. The equipment is linked synchronously, but does not allow interactive dialogue. Hence, from the viewpoint of the user, facsimile is an asynchronous tool. Word processors have already captured the text of memoranda in digital form in many organizations. Virtually all vendors offer communications options that allow a word processor to send a document over standard telephone lines. The user can dial up another word processor and transmit the document, with high quality printout at the other end. There are editing problems when transmitting from one vendor to another due to difficulties in translating format codes. There are also problems when more than a few word processors try to communicate: three form a network that looks like a triangle, four a square with cross bars, and the network with five or more terminals becomes very confusing. Furthermore, the sending word processing operator must establish a telephone connection to the receiving word processing operator. The trend in communicating word processors is to replace the direct dial telephone network with a network with some intelligence that can store the message and forward to the other word processor when that receiving unit is available. The network controller may be a mainframe computer, a packet-switched network, or eventually a PBX. Terminal message systems, like telex and TWX, are common in many of the larger companies. The messages are keyed on a central terminal, or entered via optical character recognition (OCR), paper tape, or magnetic storage media after local typing. The message switch delivers it to the receiving printing terminal either through circuit-switched lines in real time or via digital store-and-forward networks. An operator does not have to cooperate with someone at the other end to send the message. But note that this sends messages from terminal to terminal, whereas an operator tears it off and hand delivers it to the recipient. The fastest growing telecommunications tool is the computer-based message systems (CBMS). Terminals and computers are connected by
TELECOMMUNICATIONS
POLICY June 1980
Computer-based message systems: a taxonomy
a digital network rather than a voice circuit-switched network, so that a whole group of messages can share the same digital telephone line (rather than devoting one line, a ‘piece of wire’ across country, to the communication). A computer-based message system copies the message entered by the sender to a computer file belonging to the receiver. Thus, the message is addressed to an individual rather than a terminal. It stays in that computer file until the recipient checks into his or her computer which says, ‘You have new mail.’ Computerbased message systems allow person-to-person rather than terminalto-terminal communications, with. no intermediate hand delivery. Users are free in geographic location from their terminals. Portable terminals allow one to read and send mail while on the road or at home. Managers will type when the tool addresses a business issue of importance to them, and professional communications is often of central concern. Because CBMS offer a relatively inexpensive pilot approach in office automation that is relevant to user management, they are growing quickly in use.
Taxonomy of CBMS The most basic capabilities inherent in any computer-based message system are the ability to create a message, then to address it to an individual or group of people, and finally to read new mail. Beyond that, commercially available CBMS offer a variety of features. The following framework describes the superset; no one system offers all these capabilities. Creating features To aid in creating a message, a number of other capabilities are offered. CBMS include a wide range of text editors, from the very simple ability to back-space, to a very advanced, full text editing similar to that found in word processors. Message formatting features allow the sender to set the margins, to centre lines, to determine the number of blank lines between paragraphs, justify lines, etc. Some CBMS provide a spelling corrector. A ‘hold’ feature allows one to compose a message and send it at some later time. To aid in creating messages, the integration of CBMS with other tools allows the user to reach into a data base, extract information and send it as a message, or to reach into word processor text files and send documents as messages. The manager may directly enter informal communications and use word processing to generate messages that require formal memoranda formats. Sending features Most, but not all, CBMS offer the option of specifying a title, and some provide the option of adding a comment to the message. The name of the sender is usually attached automatically. These are separate fields within the header of the message. One of the reasons why the telephone system works so well is that users have good directories of everybody who has a telephone number. The better computer-based message systems offer you online directory assistance. Some CBMS allow the author to mark messages as high priority. Many systems allow you to specify a group of recipients; the system sends that message to every individual within that working unit. This is particularly valuable when it is being used
130
TELECOMMUNICATIONS
POLICY June 1980
Computer-based message systems: a taxonomy
for project team collaboration or interest groups. Some CBMS let you differentiate carbon copies and blind copies from the primary distribution list. Others automatically send an author copy also marked separately. A ‘registered’ mail feature notifies the sender when the recipient has read the message. Some CBMS allow one to respond to messages while reading through new mail with a command like, ‘Answer message No 12.’ The CBMS automatically sets up a title and a distribution list that refers back to message No 12. Computer teleconferencing is essentially a computer-based message system that allows one to broadcast a message to a group. It allows a project group or an interest group to work together despite geographic dispersion. If in addition one has the ability to tie a message to a given thread of dialogue or subject, the CBMS application is termed ‘computer conferencing’. The primary difference between a computer-based message system and a computer conferencing system is the ability to tie a given message to a thread of dialogue while sending the message, and track that thread of dialogue over time. With both computer-based message systems and computer conferencing, privacy is sometimes a concern. Authenticity, assuring that the message is indeed from the person that it says it is from, can also be an issue. Privacy and authenticity based on normal timesharing passwords are often better than current office practice. However, some systems offer additional security features. Secretarial services include the ability for a secretary to create or edit, then send the message on behalf of the principal, perhaps attaching his or her initials as the typist. Features for receiving mail
There are a variety of features that help in reading through
mail. Notification that one has new mail is essential, but not all systems offer it. Some systems only give notification if the user explicitly asks for it. If an individual does not want to log-in and read the mail, some systems allow the option of automatically printing an individual’s messages on a given printer, essentially simulating a terminal message network. The ability to scan new mail is very valuable, providing one line per message including for example, the author, title and date. This allows the recipient to sort through new mail, set priorities, and manage the ‘in basket’ far more effectively. The ability to scan through the ‘in basket’ is something one does not have with hard copy mail. A reminder feature allows a message received to be returned to the ‘in basket’ some time later. Forwarding redistributes a copy of the message to someone not on the original distribution list. Most CBMS record the messages on a file where they are kept until explicitly deleted. Of course, systems which file all messages need a It is also advantageous to have ‘delete message’ command. commands that help sort messages into multiple files. A few computer-based message systems automatically publish catalogues of all the dialogue that is not marked private, by author, by date and time, and by key word in title. That file becomes a history of dialogue. It is often valuable to be able to go back and examine all the messages by a given author and/or relating to a given subject. The ability to filter the data base of messages by author, date, or perhaps by key word in title is available on the more advanced computer-based
TELECOMMUNICATIONS
POLICY June 1980
131
Computer-based message systems: a taxonomy
message systems. The variety of reading capabilities (verbs such as scan, print, file delete) might be applied to all or a subset of the ‘in basket’ or other message files. The commands may refer to nouns such as a particular message, all new or unread mail, all messages meeting given criteria, or an entire message file. Secretarial services for receiving mail include the secretary’s ability to read the principal’s mail while identified to the computer as him- or herself. On simpler message systems, the secretary would be forced to log-off and then relog-in as if he or she were the principal. Features
to help in use
The user interface of the computer-based message system is crucial to gaining managerial acceptance. Logging-into the system should be quick and easy. The commands ought to be intuitive: eg the command to send a message ought to be ‘send message’. Furthermore, the system may include online help features: when the computer is waiting for a command, a question mark should provide a list of the alternatives. Some of the better systems provide verbal descriptions of the commands upon demand. Most of the vendors of computer-based message systems have set up a mail box called ‘gripe’ or ‘feedback’ or ‘complaints’ or ‘system’, read by a person in the vendor’s organization, to which questions, problems and complaints can be sent.
Integration There are a number of possibilities for integrating telecommunication tools with other tools in the office. Integration may take a number of forms. It may be as simple as a pipeline between two separate online environments, where the user can reach into one data base, extract a file, and send it to the other tool. This simple approach may be applied on the same computer system or between computers via digital networks. Of course it is inconvenient for the user to have to move a file explicitly from one tool to the next. The most advanced form of integration is when a variety of tools appear to be one and the same tool, sharing the same base and with a user command language that is consistent. Integrating CBMS with word processing allows the user to create messages in an environment that is good for text editing, perhaps beginning with dictation or with documents previously developed. Text handling tools such as word processors tend to have more sophisticated editing, formatting and printing features that are required when the CBMS is applied to formal memoranda. They also tend to have text handling features, such as sorting, that computerbased message systems typically do not have. Integration may provide better capabilities for both generating and handling electronic mail. Integration with file handling tools may help the user manage the data base of dialogue. Data base tools may also be a source of message content. Integration with analytical tools help the user filter the mail in more sophisticated ways. Furthermore, the user may take the output of a model and send it as a message. Joint use of models can have a positive impact on business negotiations. Thus, integration of CBMS with other information tools produces a synergistic effect. Users are more likely to read their mail when they
132
TELECOMMUNICATIONS
POLICY June 1980
Computer-based
message systems: a taxonomy
find themselves online for other purposes. Evaluations of CBMS should consider the degree to which they can be integrated with the existing and planned office automation environment.
Use of computer-based message systems In practice, most CBMS messages are very short: typically six or seven lines in length. They tend to replace telephone calls more effectively than formal memoranda, with a dramatic reduction in ‘while you were out’ message slips.’ CBMS applications are most effective when the discussion begins with a face-to-face meeting to introduce the participants.* An initial pilot application often centres on a project team working together to write a report, proposal, or project plan. Project teams work within a limited time-frame and are often separated geographically. A project team can work together as opposed to splitting up tasks and integrating periodically in face-to-face meetings. An interest group (as opposed to a project group) includes all the people who are interested in a given subject. They can be spread throughout the organization and throughout the country. CBMS can allow the whole group to work together daily and keep informed.
Benefits of computer-based message systems The reduction in the telephone call-back cycle reduces the time it takes to contact people, and users are able to respond more quickly because they can respond at their convenience. The record of dialogues allows users to track ideas through their communications. Furthermore, it is faster to originate an informal message at a keyboard than it is to handwrite it, wait for typing, proof the typing, sign it and send it off. In addition to professional time savings, CBMS will have an impact on other people in the office. A secretary is less frequently interrupted by the telephone and short typing tasks, and hence more available to the principal for administrative tasks to support the professional work. Through better support of both principal and administrative personnel, the user organization becomes more responsive to the people they are working for and working with.3
Conclusion ’ Gwen C. Edwards, ‘Limitations on the growth of computer-communication services’, Telecommunications Policy, Vol 2, No 2, June 1978, pp 128-136: Nicole F. Leduc, ‘Communicating through computers - impact on a small business group’, Telecommunications Policy, Vol 3. No 3, September 1979, pp 235-244. ’ Computer-based message systems are particularly effective when the group is exchanging information that has to be accurate. The telephone is poor, for instance, for transmitting numbers in tables. The attribute that it is written down and saved in a CBMS is an important advantage. o Op cit. Ref 1.
TELECOMMUNICATIONS
The next few years will show explosive growth in the use of computerbased message systems in both government and industry. Because it takes time to understand fully the benefits and the implementation issues, the best way to start is through small pilots in the organization’s office automation group, and then in key user locations. It is both easy and inexpensive to obtain the initial experience required to install computer-based message systems in user organizations. A wide variety of systems are commercially available. These systems offer a wide range of capabilities and vary in both cost and ease of use. Existing tools represent years of thinking and development; there is little reason to reinvent CBMS, at least until an organization gains experience with the tools that are available today. The taxonomy presented here is intended to help users choose a computer-based message system for these initial pilots.
POLICY June 1980
133