Email communication and management, Instant messaging and online

chat tools, Video conferencing and web conferencing tools, Document

sharing and version control tools, Virtual team communication and
coordination. 5 Unit-III Data Management and Analysis Tools:
Introduction to spreadsheets and data analysis, Advanced features of
spreadsheet software (e.g., formulas, functions, pivot tables), Database
management systems and their role in business, Business intelligence and
data analytics tools. 6 Unit-IV Marketing, HR Tools: Customer
relationship management (CRM) systems, Marketing automation tools,
Email marketing tools, HRIS (Human Resource Information System)
concept and tools, Web analytics and search engine optimization (SEO)
tools. 6 Unit-V Cybersecurity and IT Governance: Importance of
cybersecurity in business, Types of cyber threats and attack vectors,

Unit-I

Information Automation
Business managers face several challenges while carrying out the
company's operations. Among them is creating information sharing
systems. How does shipping get the order from customer service? How
does operations management share forecasting models to fulfillment?

One fundamental component in today's business environment

is information technology (IT). This important feature of business
management can include both computerized data systems and
communication functions. Order entry, information storage and retrieval,
interdepartmental connectivity, and customer relationship features are the
key requirements of this business function. Sharing data across separate
disciplines is fundamental to success; so is automating time-consuming or
repetitive activities. Managers must control and streamline the flow of
information throughout an organization.

Today's businesses are multidimensional. Customer orders affect

fulfillment, accounting, personnel, inventory, sales, and other operational
functions. Supplier shipments require input from receiving functions, and
management provides forecasts and planning models for other
departments to follow. So how do today's businesses manage collecting
and sharing information throughout the company? By creating
and integrating a flow of information through technological means.
The chief information officer (CIO) is usually responsible for the
management of IT functions in larger companies, whereas small
 businesses typically hire independent firms to manage their computerized
systems.
IT Fundamentals

A company's IT functions are built on a framework of connected

devices, each running software applications that store data and transmit
information. The devices can be connected through wire transmission or
over wireless broadcast networks. With more mobile communications in
use today, wireless transmission can improve employee connectivity.
Within the framework is a network of connected terminals where data is
input and programs display the shared information.

A network can be connected in one of two ways: peer-to-peer, which

links two or more computers together directly to each other,
or client/server, where computer terminals share information through
a mainframe terminal that stores the data in a central location.
A database stores information for retrieval, sorting, and report
generation. Each department manager can monitor current and historical
data and report activity to upper management. The database distributes
information through actions called queries. A query is a request for
information from the database. A central database provides a unified
source for information, while modular software programs perform
retrieval and sharing functions with unique queries. The key to effective
operations is the integration of these programs, so that software from
different vendors can be added easily and each company function can
access the same information in real time. There are three primary types of
networks that businesses use:

Local Area Network (LAN): Multiple terminals within a close distance,

such as one building, are connected through a server. One entity owns,
manages, and controls the data. Information sharing is limited to LAN.




Wide Area Network (WAN): This term refers to unlimited terminals

connected over a wide distance, for example, the Internet. The WAN
connects multiple LANs. Data is owned, managed, and controlled by
multiple entities.



Wireless Local Area Network (WLAN): Devices are connected through

a wireless modem that distributes data to a LAN. The data is typically
owned, managed, and controlled by one entity; however, because of its
wireless design, information can be retrieved by parties outside the LAN.

By using technology to share data, work processes can become more

streamlined, and planning can take place through automated reporting
mechanisms at almost any time. Devices, hardware, and software are
developed constantly to improve business integration and performance.
As companies become more multidimensional, functions like enterprise
resource planning, customer relationship management, sales force
automation and marketing management, vendor management systems,
inventory control, and human resource management become more reliant
on IT.
Enterprise Resource Planning

IT managers are responsible for their company's ability to plan and

execute its mission. Through technologies, data can be sorted,
categorized, and grouped in ways to reflect historical and projected
output. Today, larger, multidepartmental organizations rely on IT in order
to develop enterprise resource planning (ERP). This multifaceted
approach to information distribution began in the early 1960s as material
requirements planning (MRP) by manufacturers seeking to coordinate
planning, production, and delivery data. Computer software developers
created databases and software modules, or single-function programs
that mapped out flows of input used for purposes ranging from
forecasting models to scheduling material orders to shipment of final
products.

ERP coordinates the functions involving both frontline and back-end

operations. It can assist the enterprise with professional development,
performance management, and training activities. As managers pore over
data from various parts of the enterprise, they can analyze strong or weak
performance areas, valuation models for assets, advantages and
disadvantages of suppliers and vendors, and other key data that help
direct the operations and deliver a quality customer experience.
 Customer Relations Management

One of the advantages of successful IT integrations is creating customer

satisfaction. The primary focus of the CRM discipline is to create a two-
way channel for communicating with prospects and customers, both
internal and external.

Internal customers are those who receive data, goods, or services from
within the organization. Goods typically flow from a purchasing agent to
other departments, but data and services can flow from any department to
other areas, such as customer service to accounting, and back.




External customers are those who interact with the company. They can
be customers buying the company's output, vendors who supply the
company, or partners who share in the company's fortunes.

The primary goal of CRM integration with back-end functions is to share

customer information so that demand can be consistently met and
departments can understand needs and forecast goals. By connecting the
CRM function with other departments, miscommunication about orders
and requests is minimized. By implementing a CRM program, the
company can then look at managing sales and marketing efforts to affect
customer behavior.
Sales Force and Marketing Management

Sales force automation (SFA) is a system that records and reports sales
activities. Many times, it is combined with marketing information
systems (MIS) to guide the enterprise's customer relationship efforts. The
SFA records and reports opportunities in various sales cycle stages.
A contact management system (CMS) is used to record contacts made,
the outcome of the contact, and the follow-up strategy for specific
prospects and customers. Sales agents can track leads, target
opportunities, and forecast sales volume through SFA. In some instances,
customers can modify requests from a remote location and place an order
immediately. For example, a car buyer can choose colors, features, and
engine size through on online car dealer. The SFA program prevents
duplicate contacts with a customer for the same purpose from different
departments.

The MIS records marketing campaign results, available marketing

channels, schedules, and more. By integrating with SFA, marketing
managers can plan activities with the sales force; this coordination will
enable the company to manage sales or customer service resources
following a campaign. The MIS collects the variables involved in the
marketing plan, such as pricing, placement, frequency, and channel.
Managers can also analyze research like survey responses and report
findings to upper management.
Vendor Management Systems

When a business needs additional temporary help to meet demands,

the vendor management system (VMS) provides a platform to manage
the process of contacting, ordering, and payment of a contingent
workforce. Human resource personnel use the system to plan recruitment
strategies, provide a screening mechanism, customize staff requirements
and monitor temporary staffing effectiveness. The system is typically a
Web-based application that allows a user to enter candidate criteria, job
requirements, pay scale, duration, and other variables.

Interested in learning more? Why not take an online Business

Management course?
Inventory Control Systems

Warehouse operations typically use an inventory control system, made

up of both hardware and software, to monitor the quantity, status, and
location of inventory. Shipping, receiving, and storing processes are
managed by data input at various stages of product handling. The system
usually uses bar codes, such as a stock keeping unit (SKU) or a radio
frequency identification (RFID) tag to indicate location. The system
reduces overstock, under-stock, or out-of-stock situations, as management
can instantly analyze counts and storage conditions.

Accounting Information Systems

By recording financial data into an accounting information
system (AIS), managers can instantly analyze expenses, purchases,
payroll, revenues, investments, and other information critical to the
enterprise. General ledger and journal entries are immediately "marked to
the account" and can be reported in real time to senior management.
Software modules make the ledger a hub that connects areas like accounts
payable, accounts receivable, and fixed assets. Data is input in these
accounts, then flows automatically to the general ledger. Reports can be
created for each account or the entire ledger.

Accounting platforms integrate inventory counts, time records,

purchasing details, billing documents, return merchandise
authorizations (RMAs), and other transactions with the ledger entry
systems so that the impact of each transaction can be determined
immediately. This allows a company to make financial decisions more
quickly than before AIS was developed.
Human Resource Management

The administrative functions of the human resources department can be

streamlined through a human resource management (HRM) program.
This system can track employee records and store employee data, such as
employment history, skills, accomplishments, and salary. The company's
human "capital" can be reviewed, forecast, and measured through the
HRM system. The process follows five key areas:

1. Payroll: The payroll module automates processes by gathering

employee attendance and pay scale, making deductions for taxes and
other subtractions, and producing checks for distribution. Data comes
from timekeeping mechanisms and HR department input. The system
also automates direct deposit and benefit payments.

2. Work time: Through data on work-related efforts, management

analyzes efficiencies, cost benefits, and long- and short-term capital
needs.

3. Benefits administration: The system maintains information about

insurance, time off, profit-sharing, compensation, and retirement benefits.
Employee records are immediately updated to reflect current status.

4. Human Resources Information System (HRIS): The entire

employee file is maintained from application for employment to
retirement. The system records demographics, training received, contact
information, insurance beneficiary designations, and other personal
information. HR can use this data to plan placement, compensation, and
professional development activities.

5. Recruiting: Most programs compile data important in recruitment

efforts. Advertisement activities, interview process development,
background review procedures, and other hiring responsibilities are
managed using the HRM system.

E-commerce

Conducting business over the Internet provides businesses another option

to generate revenue. Web sites can be built to include online databases,
interactive menus and shopping cart mechanisms. Customers can learn
about, order, and pay for your offering with just a few "clicks." The site
then processes the order through a server, sends a shipping order to a
fulfillment location, and returns an order confirmation to the buyer, either
through a printable invoice screen or via e-mail to the buyer's Net
address. IT managers can link the company's LAN or WAN to the Web
site so the site's activity is immediately reported to the network.

The Impact of the Internet on Business and Commerce:

The internet has revolutionized the way we live, communicate, and

conduct business. Its widespread adoption has had a profound impact on
various aspects of society, but perhaps one of the most significant areas
of transformation has been in the realm of business and commerce. The
internet has completely reshaped the way companies operate, connect
with customers, and conduct transactions. In this article, we will explore
the far-reaching effects of the Internet on business and commerce.

Global Reach and Market Expansion:

The internet has eliminated geographical barriers and opened up a world

of opportunities for businesses. With a website or an online store, a
company can reach customers across the globe, expanding its market far
beyond its physical location. Small businesses can now compete on a
global scale, reaching potential customers they would have never been
able to access otherwise. This global reach has led to increased
competition but also tremendous growth opportunities.
E-commerce and Online Retail:

The rise of e-commerce has been one of the most trans-formative aspects
of the Internet for businesses. Online retail has exploded in popularity,
with consumers increasingly turning to the internet to make purchases.
Companies like Amazon and Alibaba have become giants in the industry,
disrupting traditional brick-and-mortar retail and forcing businesses to
adapt or risk being left behind. E-commerce offers convenience, choice,
and competitive pricing, making it an attractive option for consumers and
a vital channel for businesses.

Direct-to-Consumer Models:

The internet has enabled companies to establish direct relationships with

their customers, bypassing intermediaries and traditional distribution
channels. Through online platforms, businesses can communicate directly
with consumers, gather feedback, and personalize their offerings. This
direct-to-consumer model allows for greater control over the customer
experience, brand messaging, and product development. It has
empowered startups and small businesses, giving them a chance to
connect with consumers on a more personal level.

Digital Marketing and Advertising:

The internet has transformed the way businesses promote their products
and services. Digital marketing and advertising have become
indispensable tools for reaching and engaging with consumers. Through
social media, search engine optimization, email marketing, and targeted
online advertisements, businesses can precisely target their desired
audience, measure the effectiveness of their campaigns, and adjust their
strategies accordingly. Digital marketing has proven to be cost-effective,
highly scalable, and provides real-time data and analytics for informed
decision-making.

Enhanced Communication and Collaboration:

The internet has revolutionized communication and collaboration within

businesses. Through email, instant messaging, video conferencing, and
project management tools, teams can collaborate and coordinate
regardless of their physical location. Remote work has become
increasingly prevalent, with companies leveraging the internet to
assemble global teams and tap into diverse talent pools. This flexibility
has led to improved efficiency, reduced costs, and a more inclusive work
environment.
Big Data and Analytics:

The internet has unleashed a vast amount of data that businesses can
leverage to gain insights and make informed decisions. Through web
analytics, businesses can track user behavior, understand customer
preferences, and optimize their online presence. Big data analytics allows
for the analysis of large datasets to identify patterns, trends, and
correlations, providing valuable insights for strategic decision-making,
product development, and marketing campaigns.

Customer Engagement and Support:

The internet has transformed customer engagement and support, creating

new avenues for interaction. Social media platforms and online
communities provide spaces where customers can connect with
businesses, ask questions, provide feedback, and share their experiences.
This direct engagement enhances customer satisfaction, fosters loyalty,
and enables companies to address issues promptly. Additionally,
businesses can leverage customer data to offer personalized
recommendations and tailored experiences.

In conclusion, the internet has had a profound impact on business and

commerce. It has shattered geographical boundaries, enabled global
reach, and created new business models. The rise of e-commerce, digital
marketing, and direct-to-con

UNIT II

What is instant messaging?

Instant messaging or IM is an exchange of real-time or asynchronous

messages over an autonomous app or an embedded chat within
another app. It is the most popular form of consumer communication in
the world, and it's taking over business and workplace communication.

For digital workplaces, instant messaging platforms are essential. They're

used for communication and collaboration among employees that
work remotely, thus making work easier and faster.

We also find instant messaging platforms under terms such as:

 real time messaging app

 team communication app
 team chat
 asynchronous messaging tool
  communication platform.
Although instant messaging platforms are first and foremost used for
asynchronous communication, the best of them feature calling and
video conferencing. That way, they truly embody the meaning of a
communication platform.

The business instant messaging market was heavily influenced by its

consumer-oriented counterpart. By mimicking features of most popular
messaging apps, business messaging solutions were able to provide an
organic communication experience to their customers. This has numerous
benefits for workplace cohesion, culture, and success of the collaboration.

Best instant messaging platforms for business

Instant messaging platforms that are business-oriented usually cater

to organizations that want user-friendly communication
solutions. There is a wide variety of instant messaging platforms for
small, medium, and enterprise businesses. Some of them even have free
versions, and are perfect for trying out on a smaller team before
implementing it company-wide.

Here are our top five picks of instant messaging platforms that help
teams share knowledge, exchange ideas, and align on joint projects.

1. Rocket.Chat

Rocket.Chat is a rising star among instant messaging platforms for

business. Besides our focus on seamless user experience, we are
considered to be one of the most secure collaboration tools for businesses
due to our security features.

Also, Rocket.Chat has been a remote-first company since its inception, so

our features and functionalities come from our own experience as a
remote team.

When it comes to instant messaging itself, we support numerous ways

of communicating with your colleagues: in teams, discussions, threads,
and channels. Since Rocket.Chat is also an open-sourced project, every
company can customize the chat according to their own preferences, too!

Here's why Rocket.Chat stands out:

 150+ integrations for a seamless collaboration experience

 highly customizable chat due to an open-source architecture
  can be self-hosted on-premise for advanced security.
2. MirrorFly

MirrorFly is the self-hosted in-app chat, voice, and video platform

provider. The primary evolution of MirrorFly involves deep research
across multiple industries, developers, and users.

It is the only provider to facilitate a topic-based chat feature that allows

your users to join a specific user group for certain products, services, or
even topics.

MirrorFly has made a significant revolution in instant messaging

platforms that align with both a technically easy and effective user
experience. Their Lite-Chat app can be integrated with your iOS,
Android, or Web app in < 5 minutes.

Moreover, they provide fully customizable, easy-to-use plug-and-play

pre-built UI Kit features that allow you to integrate instant messaging
functionalities and features into your app of any size.

Key reasons why MirrorFly is unique

 Integration of in-app chat, voice, and video APIs in < 20 minutes

 Whitelabel chat software with lifetime ownership for sourcecodes
 150+ communication features | 10+ security features | 3+ privacy
regulations compatibility
3. MS Teams

MS Teams is probably one of the most popular business instant

messaging platforms out there. It is mostly catering to enterprise
businesses that use the rest of the Microsoft products - the existing
Microsoft users can get MS Teams for free.

Who is MS Teams best for?

 large organizations with an existing MS 365 package in place

 companies with complex employee hierarchy that want to enable
cross-functional collaboration
 organizations with standard enterprise security policies.
However, MS Teams is not as flexible as other solutions. It has limited
group and channel options, and setting it up is sometimes more complex
than it should be. Security-minded organizations in the EU should
consider MS Teams alternatives due to recent MS 365 ban in
Germany for alleged GDPR non-compliance.

4. Slack

At one moment, Slack was almost synonymous with business instant

messaging. This real-time messaging tool was one of the first platforms to
revolutionize the way we communicate in the workplace. Its ease of use
and flexibility helped it achieve such a status.

Even though Slack is a great instant messaging platform, it doesn’t

compare well to its competitors when it comes to data security. Thus, we
see more and more Slack competitors increase their market share.

What made Slack the go-to solution for instant messaging at work?

 superb UI/UX
 sending messages directly, create groups, threads, channels, and
more
 the ability to join chat-based community groups outside of the
organization, usually based on professional interests.
5. RingCentral

RingCentral is a popular communication tool for contact centers that

also provides an instant messaging platform for coworkers. It
combines video calling, chat, tasks, file sharing, and event scheduling. Its
users praise it for helping them be more productive.

RingCentral also supports third-party integrations, making it easy for

teams that already use a different instant messaging platform to
adopt it.

6. Flock

Flock is an instant messaging platform meant to ease collaboration

among team members. With features oriented towards increasing
productivity, it enables users to stay focused on their tasks: that's why
it's one of the most popular remote work chat apps there.

Moreover, third-party integrations allow Flock users to streamline their

everyday work and connect all of their favorite apps to this real-time
messaging tool.

How Flock makes instant messaging easy:

  integrated project management tools
 useful features like polls, voice messages, and contact syncing
 easy to search and retrieve conversations.
📚 Want more? Here's our detailed list of best work chat apps for
businesses.

Most popular consumer-oriented instant messaging platforms

Most business instant messaging platforms draw inspiration from their

consumer-oriented counterparts. The most popular instant messaging
platforms that we list here have hundreds of millions of users across
the globe.

📚 Before you start with the list, check out our article on encrypted
messaging apps. As security is becoming a more popular aspect of
consumer communication, these solutions are becoming more popular!

WhatsApp

WhatsApp is the most used instant messaging platform in the world. Its
popularity spans across different markets and it is currently used by
more than 2 billion people.

It was the first instant messaging solution to popularize encryption,

although some experts are questioning its security since it was acquired
by Facebook.

Exchanging instant messages via WhatsApp is easy, and the tool is very
user-friendly. However, people should be careful not to exchange
business-related information via WhatsApp or other consumer-
oriented instant messaging platforms: learn why using WhatsApp for
employee communication is not the best idea.

Facebook Messenger

Facebook Messenger is an instant messaging platform that grew

popularity through its ‘parent product’ – Facebook itself.
Nevertheless, it is now used by more than a billion people worldwide. It
provides real-time messaging as well as sending over audio, video, and
other rich media files.
Since it's a popular chat solution, we added it to our omnichannel
portfolio, so you can manage conversations from Messenger within
Rocket.Chat.

WeChat

WeChat is the most popular instant messaging platform in China.

However, it is not named “China’s super app” for nothing: it features
numerous functionalities like video conferencing, video games, and
banking.

📚 You can learn more about WeChat and other consumer-oriented chat
apps in this article.

Telegram

Telegram is an instant messaging solution whose priorities are speed

and security. As such, it can often be found on the lists of highly secure
instant messaging platforms. It is popular throughout the world, without
prevalence in a country or a region.

Why is instant messaging good for business?

In some companies, having an instant messaging solution comes as a

given. Others, however, still rely on other methods of communication and
lag behind their technologically advanced peers.

There are many benefits to instant messaging platforms for

businesses. For one, they embody best practices of team communication.
Here is a more detailed breakdown.

Fostering team collaboration

Collaboration is essential for businesses nowadays. According to

employees themselves, lack of collaboration is one of the main reasons
for workplace failures.

WEB CONFERENCING VS. VIDEO CONFERENCING: WHAT

IS THE DIFFERENCE?
Often, video conferencing and web conferencing may be seen as the
same type of video communication. However, the truth of the matter
is that these are two very different technology solutions, which have
their own features and purpose. The most evident difference between
video conferencing and web conferencing is the hardware and
software needed: Video conferencing requires hardware and software
installed and integrated to complete teleconferencing and video
conferencing, while web conferencing does not. So what are the
differences between video conferencing and web conferencing?

WHAT IS VIDEO CONFERENCING?

Video conferencing systems allow for communication between two
or more people in a virtual forum. Not only can all participants
communicate with one another, but they can also share content
during their video conference meetings. Oftentimes, video
conferencing systems may appear to be complex, however, when a
video conference system is installed and integrated by a professional
av vendor, it can allow for a more seamless and user-friendly
experience.

WHAT AUDIO VISUAL IS NEEDED FOR VIDEO

CONFERENCING?
Although it is not necessary to have an internet connection to
complete teleconferencing/video conferencing, it is required to have
additional audio-visual solutions installed to support your remote
meeting. First and foremost, you must choose the right video
conferencing software to host your meeting. Options may include
Zoom, Webex, Microsoft Teams, and GoToMeeting.
It may also be beneficial to consider an agnostic conference room
setup, allowing users to host meetings with any video conferencing
app. An agnostic conference approach allows for more flexibility, as
users are not tied down to using only one software.
Aside from the software, there are multiple audio/visual solutions to
consider within your meeting room. Microphones and speakers,
cameras, HD Display monitors, or projection systems are all needed
in video conferencing. In addition, integrating control panels within
your boardroom or conference room could help simplify and control
your conference room setup.

WHAT IS THE DIFFERENCE BETWEEN WEB AND VIDEO

CONFERENCING?
While video conferencing refers to remote meetings with a limited
number of participants, web conferencing typically refers to real-
time communication; a host (or a few hosts) addresses a large
number of people in a virtual forum. Hosted online, web
conferencing can be used for training seminars, education courses
and webinars, team collaboration, remote work, and professional
presentations. Web conferencing limits the feedback from
participants and offers one-way communication. If you want to host
a large training seminar or virtual event, web conferencing would be
the best option. If you are looking to host a meeting with open
communication from all participants, video conferencing would be
the best option.

WHAT AUDIO VISUAL IS NEEDED FOR WEB

CONFERENCING?
Because webinars are hosted online, all participants don’t need to
have a specific hardware/software installed to join the webinar.
However, the webinar host must have cameras, speakers and
microphones, and a large display monitor installed to support web
conferencing. Having professional technology solutions installed
and integrated into your meeting space can help improve the quality
and effectiveness of your webinar.