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EXECUTIVE SUMMARY

MediMaid, a large manufacturer of medical equipment is looking to restructure their training process and move away from sending their staff interstate to attend information sessions. This report reviews the business situation at MediMaid with careful consideration of their desired training outcomes. The various communication technologies available to MediMaid are discussed, with the advantages and disadvantages of each outlined. The report comes to the conclusion that the best solution for MediMaid is to invest in Video-Conferencing technologies, which will enable then to reduce travel costs and time, and increase the frequency of their training sessions. It will also allow for the incorporation of sales training sessions.

BACKGROUND

MediMaid is a leading multi-national manufacturer of medical equipment. The company’s Australian division is responsible for sales and support of the equipment with sales and support branches located in Brisbane, Sydney, Melbourne and Perth. The division also includes an elite team of research scientists based in Sydney. Together, there are a total of 500 staff in the Australian division.

MediMaid currently holds monthly update sessions based in Sydney. These sessions are compulsorily attended by all sales and support staff from around the country. These sessions are an opportunity for the sales and support staff to witness new equipment demonstrations and accounts from the team of research scientists. Such training equips them with regular, up to date information regarding new equipment straight from the team responsible for it’s design.

This training method, while effective, has proven to be extremely costly for MediMaid, as each staff member must be flown into Sydney once a month. The Learning and Development manager is looking at cheaper options. This mode of delivery also limits the amount of sessions which can be conducted. Ideally, sales and support staff should be briefed on progress in the research centre and product updates once a week, however this is not possible considering the travel requirements of such training. The learning and development manager would also like to incorporate some sales training into the training already delivered to the sales and support staff and sees this need for change as an opportunity to include such training.

INTRODUCTION

The following report will discuss communication technologies available to businesses. The focus will we on learner collaboration and the distinction between synchronous and asynchronous technologies. The technologies are described with the advantages and disadvantages of each carefully weighed up. This leads to a recommendation for the most appropriate for of communication technology which can be utilized at MediMaid.

DISCUSSION

Communication technologies are technologies which facilitate the process of communication by artificial means, where biologically immediate communication such a vocalization cannot occur as a result of distance (Wikipedia: Communication). While the term communication technology is not new to us, with familiarity of telephones and radio, the types of technologies used to facilitate communication are rapidly changing. Technology now allows us to communicate in any way that is appropriate to our specific business needs, from leaving simple email message for co-woekers, to conducting a whole conference with the aid of video-conferencing. Furthermore, social software, supports group interaction, meaning that it is not only possible to communicate with someone on the other side of the world, but it is possible for a community to collaborate using such software.

In this section we will outline the different types of communication technologies which are currently available. These technologies will be categories according to weather they are synchronous or asynchronous.

Synchronous Communication Technologies

According to the Encyclopedia of Educational Technology synchronous communication is the transfer of information without delay. Current uses of such technology include:

-          Tradtional stand up teaching

-          Video conferencing:

According to ivision, video conferencing uses a “collection of technologies that integrate video with audio and data and convey the concentrated signal, in real time, over distances for the purpose of a meeting between widely separated sites”. Video conferencing allows the user/users to hear, see and talk to people at a separate site, or at various separate sites (teleconnections.info). It allows for the face to face contact that would usually occur at a training session or in a conference, yet the participants can be apart.

-          Webinars or web-conferencing

This form of communication is similar to video-conferencing, however the process takes place via the internet and not via video. It allows for viewing real time images, real time voice chat, and text chat (teleconnections.info). This is a very low cost synchronous solution. Include VOIP (Voice Over Internet Protocols)

-          Audio -conferencing

A number of people can communicate via the telephone simultaneously, with functions such as:

- Q&A: each member can indicate their desire to speak by pressing a certain number on their keypad

- Voting and polling options: a multiple-choice question can be posed and everyone answers by pressing a number on their keypad.

- Sub conferencing: participants break into smaller groups

(teleconnections.info)

-          Chat

Instant communication over the internet, which can be used for group communication in discussion forums or one-to-one communication (http://en.wikipedia.org/wiki/Internet_relay_chat)

Synchronous communication has the following advantages:

• Motivation: focuses the energy of a group and encourages students to keep up with their peers and continue with study
• Telepresence: helps create a feeling of community and classroom cohesion
• Feedback: rapid feedback foster consensus-building in group activities
• Pacing: helps keep students up-to-date with the course
• Efficiency

Synchronous communication has the following disadvantages:

• Lack of time delay, does not allow for research and thought
• Hard to coordinate if members are in different time zones
• Some synchronous technologies are costly and not readily available

Asynchronous Communication Technologies:

The Encyclopedia of Educational Technology defines asynchronous communication as involving all archived and stored materials. It is communication which is not immediate, there is a time delay. Current uses of asynchronous technologies include:

• CD ROM
• Email
• Fax
• Web pages (those used for communication, such as Wikis and Weblogs)
• SMS
• Discussion boards

Asynchronous communication has the following advantages:

• Flexibility: access to the teaching material can take place at any time.
• Time to reflect: rather than having to react instantly, it allows the learner to reflect over ideas, check references and take time to prepare a reply. If the teaching session is recorded and archived then students can go back and review the lesson.
• Situated learning: the technology allows access from home or work, learner may have opportunities to integrate ideas being discussed on the course.
• Cost effective: text based systems require little bandwidth and low end computers to operate, making access more equitable.

Asynchronous Technology has the following disadvantages:

• Lack of instant response can be frustrating
• Can be inefficient

Asynchronous technologies can be a very powerful tool for enhancing learning. Gily Salomon’s Computer-Mediated Conferencing Model explains how to use this type of technology appropriately by providing a five stage process which needs to be followed:

1. Access and motivation
2. Online socialisation
3. Information exchange
4. Knowledge construction
5. Development

RECOMMENDATIONS

Based on the above discussion, it is recommended that MediMaid utilize video-conferencing technologies.

Video conferencing will be the most suitable replacement to face-to-face demonstrations and product updates between the researches based in Sydney and the sales and support staff around the country. Video conferencing is not the cheapest option, as it involves either purchasing hardware or hiring equipment, however it is nonetheless more economical  that flying all sales and support staff into Sydney once a month. This technology utilizes economies of scale in relation to cost, meaning that the more frequently it is used, the more economical it becomes. This is significant considering that the learning and development manager at MediMaid is interested in weekly sessions instead of the current monthly sessions.

This technology will allow researchers in Sydney to demonstrate products and explain developments and prospects in the same fashion that they would if the session took place face to face. However, with this technology, the participants do not need to leave their place of work. All locations can participate in this session simultaneously.

Mini sales training sessions can also be conducted using the video-conferencing technology. This is not the only ideal option for sales training sessions. They could be designed as a CR-ROM or hosted on the company intranet. However, if MediMaid is investing in video-conferencing technologies, it seems more appropriate to utilize these technologies for sales training also, rather than purchasing or designing new methods. The sales mini-session can be delivered in the form of a video, in which case they would be asynchronous. They could also be delivered in the form of a live training session, with a trainer at one end, instructing learners at various locations.

CONCLUSION

There are various communication technologies available to businesses today which have the potential to decrease costs and save time. With careful consideration of each option, we have been able to select the most appropriate form of technology for the specific needs of MediMaid. By utilizing video-conferencing technologies, MediMaid will be able to deliver more training to their staff at a lower cost and in less time.