Activities of e-commerce

CONTENTS

 Providing Customer Services

 Communication Within The Organization
 Gathering Information
 Publishing And Distributing
Providing Customer Services
1. Provide as much Information as Possible
2. Always send confirmation emails
3. Track orders carefully
4. Respond to emails and
calls as quickly as possible
5. Make customers feel important
6. Setup a live chat
7. Make it easy to buy
8. Provide multiple payment options
9. Have a help link prominently displayed
Communication Within The Organization
In the development of an organizational structure, communication channels
are an important consideration. The manager in a hierarchical system
becomes a link in the communication chain. It is the hierarchical system that
gives direction to and imposes restrictions upon the flow of communications.
Management decisions and directions flow from higher to lower levels in the
organization. Responses and reports from the lower level managers flow
upward in the organization.

Committees influence the communication

process within an organization. A well-run
committee can serve as a supplementary
link in the communication chain and
provide a means for disseminating
information.
 The Communication Process
 To set the stage for information and message flow through
an organization, let's review the basic elements of the
communication process. These elements include: someone
to send the message (the encoder), some means for
channeling it, someone to receive it (the decoder), and a
feedback mechanism.

 Regardless of the source, the message passes through the

sender's filter before it reaches the intended recipient. The
sender injects his attitudes and perceptions into the message;
determines who should receive it; and the channels through
which it should flow, i.e., upward, down-ward, laterally, or a
combination of these.
 The Communication Channels
 The communication channel selected for transmitting a message plays a
significant role in maintaining the quality of the original message in its
passage from the sender to receiver.

 Considering the possible barriers, the sender must choose the channel which
he feels will best guarantee transfer of the essence and meaning of his
message without misunderstanding or distortion.

 To provide repetition, the message must

be transmitted through more than one
channel, as in spoken and written form, or
transmitted more than once through the
same channel, as in TV advertising.
 The Communication Channels

 Formal. The
communication within
the formal organizational
structure that transmits
goals, policies,  Informal. The
procedures, and
directions.
 Unofficial. The
communication outside the
formal organizational
structure that fills the
organizational gaps,
maintains the linkages, and
handles the one-time
situations.
interpersonal
communication within (or
among) the social
structure of the
organization that serves
as the vehicle for casual
interpersonal exchanges,
and transmittal of
unofficial communications.
 Gathering Information
Gathering
Information

Organizational User Work

Information Information Information

Policies of
Organization

Goals of the
Organization

Organizational
Structure
 Publishing and Distributing
 Information Management systems (MIS)-a computer-based system that provides info
and support for effective managerial decision making.

Internet WWW

E-
Commerce Intranet

Electronic
Data
Interchange Extranet
(EDI)
THANK YOU