4.5 Internal Communications

There are a variety of Web-based tools that can help organizations make the most of the communications potential via the internet. This page discusses the use of Instant Messenger, IP Telephony and Collaborative Meeting Rooms to enhance tourism business operations.

Communicating between locations about incoming guest data, collaborating with partners in tourism, talking with others by phone when phone isn't available and communicating information in an immediate manner to potential guests is all possible using one or more of these internet tools.

Instant Messenger Tools

There are two large distribution internet messenging technologies. MSN Messenger and permit parties connected by internet communicate by typing messages, sharing video feeds, exchanging files and documents as attachments. , the boldest of the Messenger tools has less users but is a particularly useful technology that includes Voice over IP (internet telephone) in addition to the features of other Messenger tools. Information about last minute special guest needs, when to expect arriving guests, getting equipment ready for a rental request, communicating messages between staff is extremely easy.

In addition, guest services personnel can use instant messenger to communicate in real time with potential guests around the globe. Provide your communication name or email and invite web visitors to Instant Message you and you can communicate with overseas guests without incurring phone charges. Be sure to post your availability and provide an clock on your web page to alert potential guests to your availability to send and receive Instant Messages. This is an extremely valuable asset to add to your web based services if you wish to capitalize on impulse of your web visitor.

IP Telephony (aka VOIP - voice over IP)

New telephone services that make use of Voice over IP, like and Net2phone and Webphone have created the potential to communicate by phone either where it is more expensive to do so by land line, or impossible if you are beyond cell phone reach. The technology compresses your voice and sends it over the internet and phone lines in packets of information, much like sending a file. Communication is in real time (sometimes with a slight time lag).

Many organizations can provide IP telephony, including those listed above, allowing international and national phone calls at a fraction of the cost of land lines. Computers can be outfitted with telephone handsets specifically designed for the purpose or regular headphones with microphone works fine as well.

IP telephony works best if:

• you do not have a land line phone and access internet by wireless or satellite.
• your are beyond cellular reach
• you have a single line with dial up internet and want to work online while speaking on the phone.
• you want to save money on long distance charges.

Drawbacks to IP telephony:

• time lag for satellite internet
• inconsistent call quality
• works best with outgoing calls, although phone numbers can be purchased which enable others to contact you by phone.

Could IP Telephony enhance your business?

• Are you in a situation where you have internet, but the person you are communicating with often doesn't have their internet instant messenger available?
• Do you have remote camps with internet access, but no phone line?

Visit: or http://www.net2phone.com or http://webphone.com or look up "IP telephony" on a search engine.

Collaborative Meeting Rooms:

A number of new services are evolving on the internet to service the needs currently served by teleconferencing.

Meetings at designated web sites enable users to simultaneously:

• edit documents collaboratively
• share with one another information and lead them on tours of web sites by sharing what is currently in each others' browser windows.
• type communicate via instant messenging
• communicate with IP Telephony (Voice over IP)
• communicate with Web Cams.
• Try one out at Talking Communities

The benefits of collaborative meeting rooms are:

• to work collaboratively with your guest services team over great distances - a great training opportunity prior to your season when staff may be at many distant locations.
• to work in true collaboration, developing new tourism experiences or marketing strategies with a diverse range of partners.
• sharing information (data) in real time.
• Providing an enriched teleconferencing meeting experience.
• Opportunity to meet online with potential clients to share rich media presentations.

New and emerging technologies and reasonable pricing is enabling all sizes of business to make internet communication the primary medium of communication for a great number of tourism businesses.

The remoteness of Northern Ontario and the need to communicate with experience partners, staff and guests over great distances make Internet Instant Messenger, IP Telephony, and Collaborative Meeting Rooms valuable tools for the Tourism Industry.