Andrea Weckerle

I sat in on the IABC Heritage Region Conference technology session on "Changing the Way Communicators Do Business" presented by James Irwin, Technology Communication and Implementation Manager with Ernst & Young and Katie Paine of KDPaine & Partners.

Speaking of technology, trying to get wireless access at the Capital Hilton was a frustrating and time-wasting exercise, and I wasn’t the only one who thought so. Signing up for the service via credit card didn’t work, no one was available at the hotel to help out, and it took forever to get through to the online help desk — which wasn’t able to solve the problem either. The only way to get online was by having a registered hotel guest lend me her connection, and even then I got kicked out a few hours later. Arrr!

So my ability to record all of the information provided in this session was hampered. Still, I was able to write down some of James’ comments on new communication technologies:

• Technologies are creating seamless person-to-person business communication.
• Always ask whether technology provides an answer to a question actually asked.
• "Fast-paced real-time communication in a matrixed environment is all about who is available." 
• Handheld computing and mobility enables the workforce to become untethered, but what does it do to traditional internal communication?
• The coming reality is a seamless world. 

And some of Katie’s comments on new communication technologies include:

• "Measurement is no longer optional, accountability is mandatory."
• "Stop trying to justify research. Let those who don’t want to be measured be on the defensive and explain themselves."
• Research may cost, although cost has come down considerably, but ignorance is far more costly.
• Must-use technology facilitates conversations with your target audience, tells you when you’re on track, and keeps track of what the media is saying about you.
• Determine whether your internal and external messages are the same.
• Using a dashboard is critical.
• When you receive your data, examine your failures first, then look at your exceptional successes.