Communication Technology (Grade 10 NSC Matric Tourism): Revision Notes
Communication Technology
Introduction
The tourism industry operates as a modern, technology-driven sector that relies heavily on various forms of communication technology. These technologies enable tourism businesses to organise travel plans, secure reservations, and maintain effective contact with customers. Understanding how to use communication equipment properly is essential for anyone working in tourism, as it directly impacts the quality of service provided to tourists.
Communication technology in tourism includes several key pieces of equipment: computers, printers, fax machines, photocopiers, and telephones. Each plays a specific role in helping tourism professionals deliver efficient and professional service.
Landline and cell phones
Landline telephones
Landline communication refers to telephone systems used within office environments that connect to traditional telephone lines. In tourism businesses, landlines form the backbone of internal and external communication.
A switchboard system links together multiple telephones within an organisation. When customers call, reception staff answer and transfer calls through to specific extension numbers. This allows tourists to reach the right department or staff member without needing multiple phone numbers.
Key features of landline phones:
- Fixed location within the office premises
- Reliable connection through physical telephone lines
- Professional image for tourism businesses
- Clear sound quality for important conversations
Cell phones (mobile phones)
Mobile phones have revolutionised communication in the tourism industry by allowing staff to stay connected regardless of their location. Tourism professionals can communicate with customers and colleagues whilst conducting tours, travelling, or working from different sites.
Advantages of mobile phones in tourism:
- Mobility: Staff can make and receive calls from any location at any time, which is crucial when guiding tourists or managing travel arrangements
- SMS capability: Short text messages provide a quick way to send reminders, confirm reservations, or promote special offers to tourists
- Instant communication: Problems can be resolved immediately without waiting to return to the office
- Worldwide connectivity: Tourism professionals can stay in touch with international clients and partners
Disadvantages to consider:
- Mobile networks can fail, especially in remote tourist destinations
- Costs can be high, particularly for international calls
- Phones may not always be available or charged when needed
- Poor telecommunication skills can damage the business's professional image
- Customers may not always be available to answer calls
Exam tip: When discussing mobile phones in exams, always mention both their mobility advantage and potential network reliability issues, as these are key considerations in tourism contexts.
Fax machines
Fax machines enable the quick transfer of paper-based documents from one location to another anywhere in the world. They work by transmitting documents through telephone lines, making them particularly useful when physical signatures or official documents need to be exchanged rapidly.
How fax machines work in tourism:
Every fax transmission begins with a cover sheet that provides details about who is sending the document and who should receive it. This cover letter appears as the first page and ensures the document reaches the correct person.
Modern fax machines offer multiple functions beyond simple transmission. They can print documents, scan papers into digital format, and create copies, providing worldwide communication capabilities.
Advantages for tourism businesses:
- Instant transmission of booking confirmations and contracts
- Official documents can be exchanged quickly
- Multi-functional machines save space and money
Disadvantages to be aware of:
- Cannot operate without electrical power
- Both the sender and receiver must have fax machines
- Requires a dedicated phone line or shares a phone line (reducing availability)
- Repair costs can be expensive
- Document quality may deteriorate during transmission
Photocopying machines
Photocopying machines create precise duplicates of documents, which is essential in tourism for distributing information to multiple tourists or creating backup copies of important paperwork.
Tourism Application Example: Creating Tour Itineraries
When a tour itinerary is created on a computer and printed, it can then be photocopied to provide every tourist with their own copy. This ensures all participants have access to the same information about their travel plans, meeting points, and daily activities.
Benefits of photocopiers:
- Simple to operate with minimal training required
- Produces multiple copies rapidly, saving time
- Ensures consistency across all document copies
Drawbacks to consider:
- Initial purchase and ongoing maintenance costs are high
- Chemicals and toner cartridges are expensive
- Staff may misuse machines by making unnecessary copies, wasting resources
- Large machines occupy significant office space
- Environmental impact from chemical usage
Printers
Printers are electronic devices that connect to computers and transfer digital information onto paper. In tourism businesses, printers produce everything from booking confirmations to promotional materials and detailed itineraries.
Key features of modern printers:
- Accept information directly from computer systems and convert it to paper format
- Print in both black and colour, allowing for professional marketing materials
- Vary significantly in size, printing speed, and cost depending on business needs
- Store print job information, allowing documents to be reprinted when necessary
- Colour printers can be compact and portable
Advantages in tourism operations:
- Create professional documentation for customers
- Print promotional materials in-house
- Quick production of booking confirmations and tickets
- Compact models save office space
Disadvantages:
- Paper wastage occurs through unnecessary or incorrect printing
- Ink and toner cartridges are expensive to replace
- Printing can be time-consuming, especially when ink needs time to dry
- Colour printing significantly increases operational costs
Computers
Computers have become central to tourism operations, performing numerous essential functions that keep businesses running smoothly. Understanding how computers work in tourism is crucial for anyone entering the industry.
Main functions in the tourism industry:
Computers enable tourism businesses to store vast amounts of information about destinations, customers, and services. This information can be retrieved instantly when needed. Making bookings and reservations happens through computerised systems that track availability and prevent double-bookings. Generating correspondence, from emails to booking confirmations, is handled efficiently through computer systems.
Network systems:
Computers link together through networks, allowing multiple users to share information simultaneously. This means a booking made on one computer is immediately visible to all staff members on the network, preventing confusion and errors.
The Internet in tourism:
The Internet functions as a global network where information travels worldwide in seconds. Tourism businesses use the Internet to advertise their services, provide detailed information about attractions and destinations, and showcase their products to potential customers globally.
Tourists themselves can arrange entire trips using the Internet, from researching destinations to booking flights, accommodation, and activities. This has transformed how the tourism industry operates, making information immediately accessible and allowing 24-hour service.
Benefits for tourism businesses:
- Saves time by providing instant information access
- Generates and stores documents electronically
- Reduces physical office space needs
- Enables global marketing reach
Limitations:
- Requires constant electrical power supply
- Software upgrades are expensive and necessary for security
- Viruses and malware pose serious threats to business data
- Initial investment and ongoing costs are substantial
Emails (electronic mail)
Email operates as a digital mail delivery system, sending messages from one computer to another anywhere in the world within seconds. It has become the primary written communication method in tourism.
How emails work in tourism:
Tourism businesses use email to communicate with customers, send booking confirmations, share itineraries, and respond to enquiries. Staff can attach documents, such as detailed tour programmes or terms and conditions, making email incredibly versatile.
Advantages:
- Fast delivery regardless of distance
- Documents can be attached to messages
- Cheap compared to traditional mail
- Simple to use with minimal training
- Private and secure when properly managed
Disadvantages:
- Requires Internet connection to send and receive
- Must have email addresses for all parties
- Computer viruses can spread through email attachments
- Spam and junk mail can overwhelm inboxes
Important concept - Netiquette:
Professional email communication requires following proper 'netiquette' - the etiquette rules for electronic communication. This includes using appropriate greetings, professional language, clear subject lines, and proper spelling and grammar.
Video conferencing
Video conferencing enables communication across geographical distances by allowing participants to see and hear each other in real-time. This technology has become increasingly important in tourism, especially for international business meetings and training sessions.
Required equipment:
- Computer or tablet
- Webcam for video transmission
- Microphone for audio
- Reliable Internet connection
How it works:
Participants in different locations connect through software like Skype or video phone systems. Everyone can see and hear each other simultaneously, making discussions more personal than phone calls. Visual material, such as presentations or documents, can be shared on screen for all participants to view.
Teleconferencing is similar but audio-only - participants can hear but not see each other, which is useful when video isn't necessary or Internet connections are limited.
Advantages for tourism businesses:
- Reduces travel expenses significantly by eliminating the need for face-to-face meetings
- People in different countries can interact as if in the same room
- Visual materials enhance understanding and presentations
- Saves time that would be spent travelling
Disadvantages:
- Initial setup costs are high
- Less personal than face-to-face meetings
- Requires technical knowledge to operate effectively
- Time zone differences complicate scheduling
- Poor Internet connections disrupt meetings
Remember!
Key Points to Remember:
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Communication technology is essential in the modern tourism industry for arranging trips, making bookings, and maintaining customer contact through various equipment including phones, fax machines, photocopiers, printers, and computers.
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Each technology has specific advantages and disadvantages that tourism professionals must understand. Mobile phones offer mobility but may have network issues; computers provide extensive capabilities but require power and maintenance; email is fast and cheap but needs Internet access.
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The communication process involves six key stages: sender, coding, message, code analysing, receiver, and feedback. Understanding this process helps ensure clear communication with tourists.
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Written communication must be professional and follow proper netiquette, especially in emails. It provides permanent records for tourists to reference during their travels.