The use of Skype to facilitate Virtual Organisations

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%

Virtual Organisations
Technology facilitating virtual organisations
This report endeavors to study the application of Skype to facilitate a virtual organisation. This critical analysis will identify benefits and risks associated with the application of this technology and scenarios for its use in the immediate and slightly more distant future. (Word count: 2013)

Jade%Nina%Sarkhel%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%BSc%Business%Studies%

TABLE%OF%CONTENTS%
INTRODUCTION)......................................................................................................................................)3!
APPLICATIONS)TO)FACILITATE)VIRTUAL)ORGANISATIONS) ...................................................)4!
.
ENCOURAGE!KNOWLEDGE!SHARING!.......................................................................................................................!4!
BUILDING!CULTURE!....................................................................................................................................................! !
5
VIRTUAL!INTERVIEWS!..........................................................................................................................................! !
.
5
VIRTUAL!TRAINING! ................................................................................................................................................! !
.
6
VIRTUAL!MENTORING!...........................................................................................................................................! !
6
24/7!CUSTOMER!INTERACTION!..............................................................................................................................!7!
FUTURE)APPLICATION).........................................................................................................................)8!
CONCLUSION)............................................................................................................................................)9!
APPENDICES)..........................................................................................................................................)10!
REFERENCE)...........................................................................................................................................)12!
BIBLIOGRAPHY)....................................................................................................................................)13!
%

INTRODUCTION%
“INTERNET%HAS%MADE%REAL%WHAT%IN%THE%1970 'S%THAT%VISIONARY%
OF%THE%COMMUNICATIONS%CALLED%THE%"GLOBAL%VILLAGE”%
MARSHALL%(1911M1980).!!

The% exponential% growth% (App.% 1)% of% the% internet% over% recent% years% has% eroded% international% barriers,% given% access% to% a% plethora% of% information% at% our% fingertips% and% has% influenced% a% significant%shift%in%the%way%businesses%work%today.%With%the%help%of%technological%tools,%we%have% seen%a%major%transition%from%traditional%office/desk%based%work%to%more%virtual%organisations1.%
These% organisations% operate% in% a% dispersed% manner% with% intensive% use% of% information% technology,%opening%up%both%endless%unexplored%opportunities%and%threats.%%With%office%space%in% prime%locations%becoming%increasingly%more%expensive%and%individual%desk%space%costing%up%to%
£12,000%a%year2,%we%see%many%businesses%warmly%welcoming%the%use%of%virtual%organisations%to%
help%drive%down%costs.%%
To% successfully% gain% the% benefits% of% operating% as% a% virtual% entity,% frameworks% such% as% the% intelligent% exploiter% model% could% be% used% to% overcome% challenges.% It% highlights% the% importantance% of% implementing% an% “effective% system“% in% order% to% utilize% information% systems% and%successfully%enhance%performance3%(app%2).%This%critical%analysis%endeavors%to%find%value%in% the%use%of%the%web%2.0%tool5,%Skype,%as%an%effective%system%to%facilitate%a%virtual%organisation.%It% will%detail%applications%of%Skype%to%support%virtual%work%and%the%risks%that%may%arise.%% Skype%is%the%current%leader%in%voice%over%IP%(VoIP)%service%and%instant%messaging.%First%released%in%
August%2003,%it%now%has%663%million%registered%users%as%of%2010.%Skype’s%freemium4%service%fits%
under% the% category% of% a% Web% 2.0% tool,% which% is% a% technological% service% that% enables% users% to% interact,% personalize% and% share% information% over% the% Internet5.% Skype% is% classed% as% a% “peer% to% peer”% application% and% operates% over% a% multitude% of% platforms% (across% Mac% and% PC)% &% mobile% devices%such%as%tablets,%smartphones%and%laptops%allowing%onMtheMgo%accessibility.%% %

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1

%A virtual organization or company is one whose members are geographically apart, usually operates primarily via electronic means, appearing to others to be a single, unified organization with a real physical location http://whatis.techtarget.com/definition/virtual-organization% 2
%Richard Nessen- Lecture on Virtual Organisations%
3

%Holtham, Clive (October 2009) The Intelligent Exploiter, Cass Business School. Available At:

4%

Freemium is a business model by which a proprietary product or service (typically a digital offering such as software, media, games or web services) is provided free of charge, but money (premium) is charged for advanced features, functionality, or virtual goods.%
5

%Antiroiko & Savolainen, 2011It was coined in 2004 by O’Reilly who claimed that the use of these tools are to make the internet a more collaborative place (BCS, 2009)

APPLICATIONS%TO%FACILITATE%VIRTUAL%ORGANISATIONS%
%

ENCOURAGE%KNOWLEDGE%SHARING%%
!

"IN%TODAY 'S%ENVIRONMENT,%HOARDING%KNOWLEDGE%
ULTIMATELY%ERODES%YOUR%POWER.%IF%YOU%KNOW%SOMETHING%
VERY%IMPORTANT,%THE%WAY%TO%GET%POWER%IS%BY%ACTUALLY%
SHARING%IT."%JOSEPH%BADARACCO %

The% ability% of% a% firm% to% culminate% relevant% knowledge 6 %and% transform% them% into% unique% capabilities% can% be% crucial% in% developing% nonMimitable% competitive% advantages.% In% a% virtual% organisation,% it% is% quiet% common% to% have% individuals% in% different% geographical% locations% to% be% working% on% the% same% projects.% Interactions% between% individuals% operating% remotely% become% more%challenging%thus%reducing%the%amount%of%knowledge%being%shared.%Skype%allows%up%to%25% participants%to%join%a%conversation%at%once7,%which%can%be%implemented%into%an%organisation%to% facilitate% knowledge% management 8 ,% virtual% brainstorms% and% group% discussions.% Borderless% collaboration%can%help%to%improve%innovation%through%generating%a%wider%variety%of%ideas%with% influence% from% leading% practices% from% different% geographical% locations.% It% can% improve% consistency%throughout%work,%as%everyone%has%equal%access%to%information%and%overall%improve% decision%making%due%to%a%reduction%in%the%loss%of%knowMhow%tacit9%knowledge.%Facilitating%group% discussions%also%increases%productivity%by%reducing%cases%of%“reinventing%the%wheel”10.%Although% the% use% of% Skype% to% enhance% virtual% interactions% would% have% significant% benefits,% the% difficulty% arises%when%trusting%relationships%are%not%fully%developed%and%thus%hinders%the%dissemination%of% tacit% knowledge.% The% facilitation% and% management% of% knowledge% sharing% also% becomes% more% challenging% in% absence% of% physical% presence% as% a% physical% brainstorming% session% would% usually% contain% a% mediator% that% actively% manages% the% interaction% to% either% encourage% our% prevent% interruptions% for% example% in% a% physical% scenario% individuals% would% raise% a% hand% before% interrupting.% Another% important% risk% is% exposing% confidential% material,% as% there% is% very% little% control%over%who%is%listening%in%via%the%25%possible%channels%of%communicators.% %
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6

Knowledge is a fluid mix of framed experience, values, contextual information, and expert insight that provides a basis for evaluating and incorporating new experiences and information. It originates and is applied in the mind of individuals. In organisations, it often becomes embedded not only in documents or repositories but also in organisational routines, processes, and practices." (Davenport & Prusak, 2000)
7
%There is a "magic number" for brainstorming and that number is 8-10 people. If you get more than ten people, it becomes challenging for everyone to participate and it 's too easy for side conversations to get going. http://www.jrsconsulting.net/freearticles_26.html% 8

%"Knowledge Management is the discipline of enabling individuals, teams and entire organisations to collectively and systematically create, share and apply knowledge, to better achieve their objectives" Ron Young.
9

%Goffin, K. & Koners, U. (2011). Tacit Knowledge, Lessons Learnt, and New Product Development. J PROD INNOV
MANAG, 28, 300–318.
With tacit knowledge, people are not often aware of the knowledge they possess or how it can be valuable to others.
Effective transfer of tacit knowledge generally requires extensive personal contact, regular interaction and trust. This kind of knowledge can only be revealed through practice in a particular context and transmitted through social networks. To some extent it is "captured" when the knowledge holder joins a network or a community of practice.%
10
%250 companies using Skype, 80% said using it increased employee productivity. http://financialsocialmedia.com/theadvantages-of-skype-in-business-communications/%

BUILDING%CULTURE%
%

Physical%and%social%interaction%is%known%to%bind%an%organisation.%The%lack%of%these%interactions%in% virtual% organisations% tends% to% hinder% the% development% of% a% company% culture.% To% encourage% social%interaction%between%virtual%workers,%Skype’s%instant%messaging%and%VoIP%can%be%used%for% immediate% support% during% projects% and% general% social% interactions.% Encouraging% employees% to% upload% profile% pictures% and% building% a% personal% profile% for% themselves% can% help% to% develop% a% more%humane%appearance%to%workers,%especially%when%primarily%interacting%on%a%virtual%level.%It% can% help% to% foster% teamwork% and% a% sense% of% belonging% in% a% virtual% organisation.% The% risk% of% encouraging%employees%to%use%Skype%as%a%social%media%tool%is%the%inability%to%control%the%extent%it% is%being%used%for%social%interaction%and%thus%distracting%employees%from%their%work.%%

%

%

VIRTUAL%INTERVIEWS%

Internet%accessibility%has%opened%up%a%global%pool%of%potential%employees%from%which%to%recruit% from.%The%opportunity%to%outsource%work%through%virtual%organisations%has%reduced%the%cost%of% remuneration% and% provided% a% wider% pool% of% applicants% for% firms% to% filter% out% the% most% skilled% people% across% the% globe.% So% although% firms% are% no% longer% limited% to% applicants% within% a% comfortable% commuting% distance% from% an% office% base,% the% difficulty% arises% when% interviewing% international%applicants%for%a%virtual%offsite%role.%To%overcome%this,%Skype%could%be%implemented% to%hold%virtual%interviews%via%video%VoIP.%The%absence%of%travel%time%would%improve%flexibility%of% meeting%times%and%would%also%reduce%the%physical%space%required%to%hold%interviews.%These%two% factors%would%significantly%reduce%the%cost%for%both%parties,%due%to%increased%freedom%to%connect% from%more%convenient%locations%and%the%ability%to%reallocate%meetingMroom%space.%The%benefit%of% using%video%calls%as%opposed%to%a%telephone%conversation%would%allow%the%interviewer%to%assess% important% contributors% such% as% body% language% and% presentation.% From% the% applicants% perspective,%being%in%a%familiar%location%might%reduce%nerves%and%in%turn%improve%performance% during% the% interview.% Skype’s% built% in% recording% software% could% be% utilized% to% document% the% interview%as%reference%when%making%comparisons%between%applicants%or%to%allow%third%parties%to% asses% applicants% performance% for% a% more% balanced% final% decision.% A% drawback% of% virtual% interviews%and%virtual%organisations%in%general,%is%the%inhibition%of%employees%experiencing%true% company% culture.% Through% physically% entering% an% office% building,% they% would% experience% the% work% environment% and% have% the% opportunity% to% interact% with% potential% colleagues.% A% virtual% interview%could%also%result%in%interruptions%due%to%being%more%exposed%to%external%distractions.% For%example%using%Internet%in%a%cafe%could%result%in%disruptive%background%noise,%it%can%also%be% difficult%to%identify%whether%an%individual%requires%privacy%when%sitting%in%front%of%a%laptop%with% headphones%in. Connection%also%plays%a%big%part%in%determining%whether%the%process%works%well% or% not.% Delays% can% occur,% calls% can% be% dropped,% and% poor% connectivity% may% result% in% broken% speech%and%noticeable%lag%in%signal%reaching%its%destination.%Skype%does%not%offer%a%service%level% agreement%(SLA),%warranting%that%service%will%be%available%and%quality%good,%therefore%call%and% connection%quality%are%not%always%as%good%as%they%are%on%the%public%switched%telephone%network% (PSTN).%%
%
%
%

VIRTUAL%TRAINING%%
%
Technological%advances%has%allowed%multinationals%to%converge%in%the%way%things%are%done%on%a% global% scale.% Another% difficulty% experienced% in% virtual% organisations% is% the% ability% to% bring% all% employees%together%and%disseminate%the%same%standard%of%training%across%the%board.%Skype%can% be% utilized% by% providing% prerecorded% training% sessions% to% off% site% employees% for% mobile% &% anywhere%access.%For%a%more%localized%approach,%one%to%one%or%group%training%via%Skype%video% calls% &% screen% sharing% would% allow% a% firm% to% create% bespoke% and% highly% interactive% training% programs.%The%interactive%aspect%encourages%live%feedback%on%sessions,%encourages%employees% to%be%more%participative%as%levels%of%intimidation%in%a%classroom%setting%are%reduced.%%The%ability% to%tailor%the%course%based%on%individual’s%specific%requirements%also%becomes%more%achievable.% Additionally,% it% could% facilitate% training% seminars% with% external% industry% experts% that% may% not% usually%have%the%time%to%travel%away%from%work.%The%“live”%aspect%of%the%session’s%means%that% information%is%always%up%to%date%in%comparison%to%learning%via%literature,%and%again%the%built%in% recording% function% can% be% used% to% record% training% sessions% to% build% a% reference% library% with% anytime% access.% The% drawback% of% the% virtual% training;% leaves% the% speed% of% employee% development% down% to% their% own% motivations% to% progress% and% it% becomes% difficult% to% ensure% alertness% during% sessions% due% to% a% higher% level% of% distraction% in% comparison% to% being% in% a% classroom.%Sharing%confidential%tacit%&%explicit%training%knowledge%with%virtual%workers%via%Skype% would% also% expose% the% risk% of% this% information% reaching% competitors.% The% application% of% Skype% training% in% a% virtual% organisation% can% be% leveraged% as% a% competitive% weapon% and% an% employee% retention% tool% to% ensure% that% employees% are% being% offered% career% development,% growth% prospects%and%support%to%reach%personalized%goals%even%when%working%remotely.%% %

VIRTUAL%MENTORING%
%
In%virtual%organisations%newer%team%members%can%be%deprived%of%the%opportunity%to%learn%from% more% senior% workers% and% valuable% knowMhow% tacit% knowledge% can% be% lost% within% a% firm.% The% application%of%Skype%calls%for%the%purpose%of%mentoring%could%mend%this%gap.%Again%the%benefit%of% flexibility%and%virtual%faceMtoMface%communication%from%mentors%makes%it%easier%to%set%a%time%&% date%to%agree%upon,%especially%with%executives%whose%time%may%be%in%high%demand.%This%factor% could% encourage% more% frequent% encounters,% allow% relationships% to% develop% faster% and% shorten% power% distances% between% hierarchical% levels.% The% erosion% of% power% distance% can% benefit% both% levels,%as%experience%is%past%down%to%newer%members%and%the%most%up%to%date%knowledge%from% the% front% line% can% be% filtered% back% up% to% higher% levels.% The% challenge% of% implementing% virtual% mentoring%is%the%temptation%for%either%party%to%multiMtask%instead%of%concentrating%on%the%task%at% hand.% The% feature% of% having% email% access% and% social% media% literally% at% your% fingertips% can% be% highly%distracting.% %
%

24/7%CUSTOMER%INTERACTION%
%
The%emergence%of%social%media%&%blogging%sites%has%empowered%consumers%and%has%supported% the%development%of%the%term%coMcreation.11%Customers%and%producers%are%beginning%to%see%the% benefit%in%interacting%to%create%experiences%and%build%relationships%even%after%the%transaction%or% purchase% has% been% made.% A% successful% example% of% this% is% Apple% care,% which% allows% 24/7% customer%support%online.%Skype’s%voice%over%IP%services%could%be%utilized%to%provide%virtual%faceM toMface%interaction%and%support%with%customers.%The%onMtheMgo%access%via%its%mobile%application% would%allow%virtual%workers%to%take%calls%from%across%the%globe%in%a%preferred%location%without% having% to% operate% from% an% office% base.% % Exploiting% time% zones% &% the% differences% in% public% and% religious%holidays%would%allow%firms%to%allocate%hours%to%different%regions%to%cover%24/7%support.% The% use% of% Skype% as% a% virtual% interaction% tool% could% help% to% create% and% nurture% lasting% relationships% with% customers,% improve% customer% loyalty% and% serve% as% a% competitive% advantage% for% a% firm.% %Although% the% application% of% Skype% for% virtual% customer% service% has% significant% benefits,%the%management%of%service%quality%becomes%increasingly%more%challenging%to%monitor.% The%global%workforce%conjures%difficulties%with%language%barriers%for%employees%whom%English%is% not%the%mother%tongue.%This%would%require%significant%amounts%of%training%&%strict%recruitment% criteria,%to%ensure%that%all%employees%are%able%to%communication%in%English%to%a%high%standard.%
Recording%sessions%may%also%be%required%in%order%to%monitor%the%standard%of%service%that%is%being%
provided% and% as% evidence% of% what% is% agreed% upon% during% these% virtual% interactions% as% security% measures.%%Another%critical%risk%businesses%may%face%with%online%services%is%security%issues%when% dealing% with% confidential% material 12 .% This% is% likely% to% require% heavy% investment% into% virus% protection%as%a%preventative.% %

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11
%Co creation is the interaction between the consumer and producer to create value. It describes a movement away from customers buying products and services as transactions, to those purchases being made as part of an experience.
12

%A new Trojan OSX/Crisis was discovered in July 2012 monitoring Skype to spy on the user. The malware operator can record Skype audio traffic and intercept any files that are sent over the network, and there is the ability in the code to access text entry and webcams, as well as detect your location, device information and address book.% http://www.makeuseof.com/tag/3-skype-security-issues/ FUTURE%APPLICATION%
Relating% back% to% the% exponential% growth% of% the% technology% industry% (app% 1)% it% becomes% increasingly%more%challenging%for%us%to%forecast%the%growth%of%future%technological%advances.%In% order%to%demonstrate%some%future%applications%of%Skype%I%have%researched%developments%in%the% technology% industry% that% are% currently% under% developed,% in% a% beta% phase13%or% methods% such% as% mashups%14%that%can%be%exploited%in%new%ways.%%% Taking% inspiration% from% “Mash% up”% technology,% the% combination% of% “Google% translate” 15% technology% and% Skype% VoIP% could% be% integrated% to% create% a% live% translator% for% use% in% virtual% organisations%or%multinationals%to%encourage%communication%between%individuals%with%language% barriers.%
Skype% also% has% announced% having% 3D% video% calling16%currently% under% development.% It% has% been% argued%that%this%development%would%be%seen%more%as%a%novelty%technology%and%would%not%add% any% significant% benefit% to% a% virtual% organisation.% Additional% research% has% shown% further% developments%in%technology%of%holographic%projections%that%have%already%been%demonstrated%at% the% Coachella% festival% this% year17.% Holography% is% a% technique,% which% enables% threeMdimensional% images% to% be% made.% The% image% changes% as% the% position% and% orientation% of% the% viewing% system% changes% in% exactly% the% same% way% as% if% the% object% were% still% present,% thus% making% the% image% appear%threeMdimensional18.%A%Skype%holographic%projection%could%be%highly%impactful%in%a%virtual% organisation%in%the%future.%Seeing%a%physical%3D%projection%of%a%CEO%or%an%industry%guest%speaker% could%be%used%as%a%motivational%&%inspirational%tool,%It%could%eventually%directly%replace%the%use% of%voIP%and%allow%virtual%workers%to%almost%experience%physical%interaction%as%well%as%social.%Of% course% there% is% a% lot% more% development% needed% in% the% arena% and% would% start% at% an% extremely% high% cost% but% this% is% definitely% an% application% that% would% improve% and% facilitate% virtual% organisations%in%the%more%distant%future.% %

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13

%A beta test is a limited release of a product with a goal of finding bugs before the final release. Software testing is often referred to by the terms "alpha" and "beta." http://webtrends.about.com/od/glossary/g/beta_define.htm%
14
%A mashup is a web application that uses content from more than one source to create a single new service displayed in a single graphical interface. For example, you could combine the addresses and photographs of your library branches with a Google map to create a map mashup. Fichter Darlene 12 august 2013 What Is a Mashup? http://books.infotoday.com/books/Engard/Engard-Sample-Chapter.pdf %
15
%http://translate.google.com Google 's free online language translation service instantly translates text and web pages.%
16
%http://www.bbc.co.uk/news/technology-23866593%
17
%http://www.youtube.com/watch?v=z_N7P7Zokn4%
18
%Gabor, Dennis. (1948), A new microscopic principle, Nature, 161, p 777-8%

CONCLUSION%
"BEFORE%YOU%BECOME%TOO%ENTRANCED%WITH%GORGEOUS%
GADGETS%AND%MESMERIZING%VIDEO%DISPLAYS,%LET%ME%REMIND%
YOU%THAT%INFORMATION%IS%NOT%KNOWLEDGE,%KNOWLEDGE%IS%
NOT%WISDOM,%AND%WISDOM%IS%NOT%FORESIGHT.%EACH%GROWS%
OUT%OF%THE%OTHER,%AND%WE%NEED%THEM%ALL."%ARTHUR!C.!
CLARKE,!AUTHOR

This% report% has% recognized% some% significant% benefits% and% key% challenges% involved% with% utilizing%
Skype% to% facilitate% a% virtual% organisation% but% it% is% vital% to% consider% the% importance% the% organisations% mindsets% for% any% of% these% benefits% to% be% applicable.% Virtual% organisations% employees% must% exercise% emotional% intelligence% and% the% ability% to% stay% flexible% and% foster% a% culture% that% welcomes% change.% It% could% be% argued% that% the% so% called% “Generation% X19”% would% have% more% difficulty% in% adapting% to% a% virtual% organisation% due% to% not% being% digital% natives% who% have%grown%up%with%technology%and%would%usually%have%a%higher%capacity%to%naturally%deal%with% managing% a% lot% of% knowledge20%On% the% contrary% it% could% be% argued% that% generations% are% not% biologically%different%and%that%people%have%not%fundamentally%changed,%it%is%more%down%to%our% attitudes%and%ability%to%adapt%to%new%technologies.%Although%“Millennials”21%are%more%adaptable% to%technology,%they%tend%to%be%disinclined%to%work%remotely%from%home%as%social%interactions;%a% smart% office% and% large% desk% space% play% a% big% role% in% their% status.% The% ability% to% manage% and% integrate% these% “Mindsets”(App.% 2)% in% a% virtual% organisation% will% be% the% deciding% factor% on% the% success%or%failure%of%a%virtual%organisation%even%if%it%has%a%successful%effective%system%in%place.%% %
Some%additional%points%to%consider%can%be%found%in%App.%3%
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%Coupland, Doug. "Generation X." Vista, 1989. Generation X, commonly abbreviated to Gen X, is the generation born after the Western Post–World War II baby boom. Demographers, historians and commentators use beginning birth dates from the early 1960s to the early 1980s.%
20
%http://insights.moveguides.com/the-management-style-of-gen-y/%
21

%Horovitz, Bruce (May 4, 2012). "After Gen X, Millennials, what should next generation be?". USA Today. Retrieved
November 24, 2012.The Millennial Generation, also known as Generation Y is the demographic cohort following
Generation X. Commentators use beginning birth dates from the early 1980s to the early 2000s.

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APPENDICES%%
APPENDIX%1M%
Jeff Ogden (W163)%The exponential growth of Internet users. http://www.itu.int/ITU-D/ict/statistics/material/excel/2011/Internet_users_01-11.xls %
APPENDIX%2%
Holtham, Clive (October 2009) The Intelligent Exploiter, Cass Business School.
Available At:

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APPENDIX%3:%%
IS%project%management:%Martin%Rich%Lecture%Notes%IT%for%Business%Cass%business%School%

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The%inherent%risk%model%highlights%risks%involved%with%implementing%IT%projects%
1. How new the technology is and whether it has been succesfully applied in a business situation before. RFH
2. The size of the project! How complex it is to implement, does it require specialised and expert professionals, will it take a long time to complete.
3. The number of employees with experience of project management and leadership skills. 4. The rate of adaption, change, and retraining required to implement the technology.
5. The current levels of intergration of IT proffesionals and Business staff.%
6. The%Potential%costs%of%failure%
7. Proportion%of%the%business%exposed%
8. Degree%of%organisation%change%of%routines%etc.%
9. Degree%of%improvement%required%
10. The%size%of%the%project%in%comparison%to%earlier%successful%ones%%
11. The%length%of%time%to%delivery%
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REFERENCE% http://whatis.techtarget.com/definition/virtual-organization %
Richard Nessen- Lecture on Virtual Organisations

%
Holtham, Clive (October 2009) The Intelligent Exploiter, Cass Business School. Available At:

%
Antiroiko & Savolainen, (BCS, 2009)
Coulouris, George; Jean Dollimore, Tim Kindberg, Gordon Blair (2011). Distributed Systems: Concepts and Design (5th
Edition). Boston: Addison-Wesley. ISBN 0-132-14301-1.

% http://www.jrsconsulting.net/freearticles_26.html % http://financialsocialmedia.com/the-advantages-of-skype-in-business-communications/ . http://www.makeuseof.com/tag/3-skype-security-issues/
Ahttp://webtrends.about.com/od/glossary/g/beta_define.htm

% http://books.infotoday.com/books/Engard/Engard-Sample-Chapter.pdf http://translate.google.com Google 's free online language translation service instantly translates text and web pages.

% http://www.bbc.co.uk/news/technology-23866593 % http://www.youtube.com/watch?v=z_N7P7Zokn4 %

Gabor, Dennis. (1948), A new microscopic principle, Nature, 161, p 777-8
Coupland, Doug. "Generation X." Vista, 1989.

% http://insights.moveguides.com/the-management-style-of-gen-y/ %
Horovitz, Bruce (May 4, 2012). "After Gen X, Millennials, what should next generation be?". USA Today. Retrieved
November 24, 2012.

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BIBLIOGRAPHY%
Masnick, George. "Defining the Generations". Harvard Joint Center for Housing Studies. Retrieved 29 May
2013.
"More universities banning Skype". 24 September 2006. Retrieved 14 December 2010.
"Skype Secrecy Under Attack Again". VoIP News. 24 February 2009. Retrieved 10 October 2010.

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Bibliography: Masnick, George. "Defining the Generations". Harvard Joint Center for Housing Studies. Retrieved 29 May 2013. "More universities banning Skype". 24 September 2006. Retrieved 14 December 2010. "Skype Secrecy Under Attack Again". VoIP News. 24 February 2009. Retrieved 10 October 2010. %