| Foreword |
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xiii | (2) |
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| Preface |
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xv | |
| Overview |
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1 | (2) |
| Recent Research |
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1 | (1) |
| Objectives |
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2 | (1) |
| Introduction |
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3 | (22) |
| Regulations and the Telecommunications Law of 1996 |
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5 | (8) |
| Summarizing the Anticipated Impact of the 1996 Act |
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13 | (1) |
| Regulation as an External Business Force |
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14 | (2) |
| Technology as an External Business Force |
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16 | (3) |
| Competition as an External Business Force |
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19 | (6) |
| SECTION I: DEFINING AND USING TELECOMMUNICATIONS |
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25 | (64) |
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Chapter 1. Telecommunications Around the World and in the Office |
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27 | (16) |
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28 | (1) |
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29 | (1) |
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29 | (7) |
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Data Searches Using Commercial Databases and Interactive TV |
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36 | (2) |
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38 | (3) |
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41 | (2) |
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Chapter 2. Using the Telephone |
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43 | (6) |
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43 | (1) |
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Placing Long-Distance Calls |
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44 | (1) |
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45 | (1) |
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Keeping Telephone Records |
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45 | (1) |
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The Five Cs of Effective Telephone Manners |
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46 | (1) |
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Listening and Providing Feedback |
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46 | (3) |
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Chapter 3. Emerging Trends |
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49 | (6) |
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Things Are Getting Smaller! |
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49 | (1) |
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Wireless or Cellular Items |
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50 | (1) |
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Digital Superhighway: Marriage of Cable TV and Telephones |
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50 | (1) |
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Telecommuting for Others and for Self |
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51 | (1) |
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Some People Are Staying Home and Traveling Less |
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52 | (1) |
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Some People Are Traveling More |
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53 | (1) |
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Newspaper Printing via Telecommunications |
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53 | (1) |
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Transportation and Communication Systems |
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53 | (2) |
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What Do You Think? Review and Opinions |
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55 | (2) |
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57 | (4) |
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61 | (24) |
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Bibliography for Section I |
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85 | (4) |
| SECTION II: THE COMMUNICATIONS IN TELECOMMUNICATIONS |
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89 | (70) |
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Chapter 4. Communications |
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91 | (8) |
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Why Do People Communicate? |
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91 | (2) |
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How Do People Communicate? |
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93 | (6) |
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Chapter 5. Understanding Ourselves |
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99 | (20) |
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Maslow's Hierarchy of Human Needs |
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99 | (4) |
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Other Types of Human Motivators |
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103 | (1) |
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104 | (2) |
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106 | (3) |
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Learning Through Whole-Brain Thinking |
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109 | (3) |
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Genders, Cultures, and Generations |
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112 | (7) |
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Chapter 6. Workplace Applications |
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119 | (4) |
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119 | (2) |
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121 | (1) |
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Telecommunications and Promotion |
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122 | (1) |
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What Do You Think? Review and Opinions |
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123 | (2) |
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125 | (6) |
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Activities for Section II |
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131 | (24) |
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Bibliography for Section II |
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155 | (4) |
| SECTION III: BUSINESS APPLICATIONS AND OPPORTUNITIES |
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159 | (66) |
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Chapter 7. Standard Industrial Classifications |
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161 | (20) |
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Goods (Tangible Products) |
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163 | (11) |
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Services (Intangible Offerings) |
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174 | (7) |
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Chapter 8. Basic Economic Concepts |
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181 | (6) |
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Business and Enterpreneurship |
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182 | (5) |
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What Do You Think? Review and Opinions |
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187 | (2) |
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189 | (6) |
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Activities for Section III |
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195 | (26) |
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Bibliography for Section III |
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221 | (4) |
| SECTION IV: DEFINING AND USING TELEMARKETING |
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225 | (66) |
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Chapter 9. Defining Telemarketing |
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227 | (16) |
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The Use of 800 and 888 Numbers |
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227 | (2) |
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229 | (1) |
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230 | (4) |
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Coordinating Print and Broadcast Advertising with Telemarketing |
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234 | (1) |
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235 | (2) |
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Legal Issues and Telemarketing Scams |
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237 | (2) |
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Telemarketing Occupations |
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239 | (1) |
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Telemarketing Operator Competencies |
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240 | (3) |
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Chapter 10. Essential Marketing Concepts |
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243 | (12) |
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243 | (2) |
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245 | (3) |
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248 | (1) |
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249 | (1) |
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The Life Cycle of a Product |
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250 | (1) |
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Market Niche and Market Share |
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251 | (1) |
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252 | (1) |
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Risks of Going into Telemarketing (or Any Other) Business |
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253 | (2) |
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Chapter 11. Innovations and Technology from Around the World |
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255 | (8) |
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255 | (1) |
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256 | (1) |
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On-line, on Cable, or in Print |
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256 | (1) |
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Global Economic and Media Activities |
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257 | (4) |
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New Jobs Emerging, Old Jobs Disappearing |
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261 | (2) |
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What Do You Think? Review and Opinions |
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263 | (2) |
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265 | (6) |
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Activities for Section IV |
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271 | (16) |
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Bibliography for Section IV |
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287 | (4) |
| SECTION V: RECORDS SYSTEMS AND TELECOMMUNICATIONS |
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291 | (60) |
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Chapter 12. Records and Telecommunications |
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293 | (10) |
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Telecommunications and Records |
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295 | (2) |
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Telemarketing and Records |
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297 | (2) |
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Data Collections and Databases |
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299 | (4) |
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Chapter 13. Some Rules of the Game |
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303 | (8) |
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303 | (3) |
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306 | (5) |
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Chapter 14. Records Management Supports the Need for Information |
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311 | (14) |
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Records in Support of the Needs of Organizations |
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311 | (2) |
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Records in Support of Personal Needs |
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313 | (1) |
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314 | (3) |
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Human and Public Relations in Managing Records |
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317 | (1) |
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318 | (1) |
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319 | (6) |
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What Do You Think? Review and Opinions |
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325 | (2) |
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327 | (6) |
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333 | (14) |
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Bibliography for Section V |
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347 | (4) |
| Glossary |
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351 | (18) |
| Index |
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369 | |
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