Information and Communication Technology
A Handbook for
Entrepreneurs
in Developing Countries
Version
1
2001
Richard Duncombe and Richard Heeks
IDPM,
University of Manchester, UK
With Support From:
UK
Department for International Development
Handbook Contents
Introduction *
Information and Communication Technologies (ICTs): Can they assist the survival and growth of your business? *
Case Studies of ICTs Supporting Small Business *
Which Advice for Your Business? *
Advice Sheet 1. Communication with Customers: Getting the Message Across *
Advice Sheet 2. Communication with Customers: Selling Locally *
Advice Sheet 3. Communication with Customers: Exporting *
Advice Sheet 4. Communication with Customers: Marketing *
Advice Sheet 5. Making the Telephone/Fax Work for You *
Advice Sheet 6. Mobile Phones *
Advice Sheet 7. Using Electronic Mail (Email) *
Advice Sheet 8. The Internet and World-Wide Web (WWW) *
Advice Sheet 9. Buying a Computer *
Methods of Business Communication Compared *
Basic ICT Jargon Explained *
Sources of Further Information… *
Help Us Improve This Handbook: Version 1 *
Introduction
If you run a small business
there will be endless demands on your time and resources. Self-employment also
brings new and exciting challenges and the chance to improve your skills and
the means to provide increased income. Running a small business also means
facing the responsibilities that go with the job. You are likely to be the only
decision-maker, and if mistakes are made, the buck stops with you.
New information and
communication technologies (ICTs) such as computers, mobile phones, email and
the Internet are providing a new challenge for the business community in
developing countries. Unfortunately, for many businesses even a telephone line
connection remains unobtainable. However, the costs of access to new
communication technologies – such as mobile phones - are falling rapidly, and
investment in such technologies may benefit your business.
This handbook is designed to
assist you in understanding the new technologies and how they may be applied to
your business. However, it is also recognised that the technology may not be a
solution to business problems, and may produce both costs and benefits in the
running of your business. The handbook, therefore, is aimed at a range of
businesses – new start-ups, businesses with access to new technologies, and
those without.
Written by: |
Richard
Duncombe and Richard Heeks Email: rduncombe@advanceuk.com Email: richard.heeks@man.ac.uk |
Published by: |
Institute
for Development Policy and Management University of
Manchester, Precinct Centre, Manchester, M13 9GH, UK Tel:
+44-161-275-2800 Fax:
+44-161-273-8829 Email: idpm@man.ac.uk Web: http://www.man.ac.uk/idpm |
With support from: |
Enterprise
Development Department Department for
International Development 94 Victoria
Street, London, SW1E 5JL, UK |
View/Download this handbook from: http://www.man.ac.uk/idpm/ictsme.htm
Information and
Communication Technologies (ICTs):
Can they assist the survival and growth of your business?
Many
entrepreneurs in developing countries are using new information and
communication technologies – such as email, the Internet and business computer
software – to assist in running their businesses:
Information and communication
technologies may be of assistance to your business for:
This handbook may
assist you ……
Case Studies of ICTs
Supporting Small Business
Case
Study 1: How telephone/fax can support a micro-enterprise
This village
micro-enterprise - just an entrepreneur and two part-time market sellers -
makes and sells sunglasses. 40% of custom comes from the local community with
people calling at the very small premises. Customers from outside the village
usually come at the weekend. Each pair of sunglasses sells for about US$40-50,
so one customer is worth staying open for.
The entrepreneur
has advertised the business in his village, and has a sign outside. But he
still depends on the two market sellers to reach customers outside the village.
He would like to go out and do more selling, as his market sellers really do not
know the technical side. However, he cannot leave his business premises easily,
due to fear of losing custom, because he is the only one who can make the
sunglasses, and because he is partly disabled following polio.
Personal contact
with individual customers is essential but the entrepreneur uses a local
community phone/fax facility to keep in touch with his suppliers: the lenses
for the glasses come from a neighbouring country. From this link he not only
controls supplies - and is able to restock quickly - but he also receives good
information that he can use to increase sales (i.e. catalogues and information
on new styles of frames that he can share with customers). Without access to
phone and fax, he would face high supply costs and long absences from his work.
He would benefit
even more from a phone/fax in his own premises: he would avoid leaving his
premises - an inconvenience given his disability, alongside the danger of
losing customers while he is away using the community facility. It would also mean
more satisfied clients: for customers travelling from outside the village,
initial contact could be made by telephone to check if the trip was worthwhile.
Case Study 2: How a computer and Internet
connection could support a growing small business
This small
business produces metal furniture, employs 28, has an annual turnover of
approximately US$180,000, and uses no computerised information systems. The
enterprise has grown rapidly - mainly thanks to preferential government
purchasing - but it now needs to move into new markets, particularly exports.
However, effective use of information has lagged behind enterprise growth:
To date, the
business has relied on informal information practices. However, these are no
longer enough for the new demands placed on the business.
The business has
reached a point where its future growth - even its survival - demand more
formal information practices . It needs more formal external information on
suppliers - to improve its choice of materials and technology. It needs more
formal external information on customers - particularly to help enter new
export markets. It needs new internal information on finance, sales and
production - to enable the business to be properly managed.
To get this
information, personal contacts will be vital. But ICTs are also going to have a
valuable role. With a computer the owner will be able to keep internal records
in one place, to print those records easily, and to analyse those records to
help him make decisions. With an Internet connection the owner can find out
about new suppliers and can keep in touch with those suppliers. Information
from the Internet will also help him understand more about new production
technologies, and about export markets. ICTs won't solve all his problems, but
they may be part of the move to improved information handling.
Case
Study 3: How ICTs are supporting a thriving small business
This small
business offers computer services: installing computer networks, servicing PCs,
and setting up software. It employs four staff, with a turnover of around
US$70,000 per annum.
The business
owner spends most of his days out of the office, visiting customers. This is
important for the purpose of collecting monies owed and for exchanging
documents that need a signature. This has a positive aspect: it increases
communication with customers and builds relationships; and it provides a stream
of information about new business opportunities. It shows how important
face-to-face contact is, even in the high-tech sector.
But all this contact
also has a negative outcome: it takes a large amount of time. In order to claw
back that time, the entrepreneur makes heavy use of ICTs. His mobile phone is
with him always, giving customers 'anywhere, anytime' contact. Documents are
increasingly being sent by fax, computer fax or email. Contact with suppliers
overseas is maintained by email. Some parts of the business are even moving
'online' - the entrepreneur can fix some client problems over the Internet, and
can obtain software for his clients direct from supplier Web sites.
Internally, the
business uses PC-based software to record and analyse customer data. For
example, the entrepreneur is able to list customers, past contracts, current
contracts, quoted contracts, creditors, etc. This saves time and ensures
accuracy. He is also able to list items supplied by the enterprise, price lists
and availability, and creates quotations quickly on standard letterheads.
ICTs are
providing the means to produce and communicate information quickly in a
business sector where demands from customers are growing. For this business,
ICTs have become an essential business tool - without them, this small
enterprise would not survive.
Which Advice for Your
Business?
I am running a
small business but have no access to a telephone/fax or a computer
Your business may
not be able to afford even a telephone connection (fixed line or mobile). There
may be long waiting lists in your area or lack of network coverage. However,
there are ways in which your business can access telephone/fax services at a
lower cost. Here are some ideas:
Lack of access to
modern communications may put your business at a disadvantage. However, there
are many other ways you can communicate with your customers, suppliers and
other business contacts:
I am running a
business and use the telephone and fax regularly
Your
telephone/fax is an important communication tool for your business. Are you
sure you are using it effectively? First of all, make sure of the following:
There are wide-ranging
uses for your telephone within your business. Are you making full use of your
telephone/fax?
I am planning to
start a business and thinking of buying a computer
If you are
currently setting up a business, and your own funds or your borrowed capital
are limited, buying a computer is not likely to be a priority. This is because…
If
you are new to business and you have little experience of computers, it is
recommended that you postpone the purchase of a computer for your business
until you have been successfully trading for at least one year.
Refer
to the Advice Sheets and consider how a computer may assist your business if
you have been successfully trading for at least one year.
It
may be the case that you feel a computer will be an essential tool for
generating income in your business. This may be the case in printing and
publishing or for offering professional business services. If this applies to
you, refer to some basic advice on purchasing a computer for your business on Advice Sheet 9.
I have recently
purchased a computer for my business
You may be an
experienced computer user or you may be new to business computing. Whichever
the case, you should consider which particular aspects of your business can be
improved through the use of business computer software:
Before you
consider how a computer can improve critical aspects of your business it is
essential to understand your current business problems. For example, if you are
unable to keep track of your cash flow and control your costs using a manual
system, computerising your book-keeping will likely compound your problems
rather than improve them, as well as adding to your costs.
A computer will
not improve the basic management of your business unless your underlying
business problems are also tackled.
I have been using
computers in my business for a number of years but have no access to email or
the Internet
You may have been
using a computer in your business only for general administration (word
processing and spreadsheets) or for internal handling of business information
(e.g. book-keeping, invoicing, or stock control).
An external
network connection for your computer(s) will open up your business to a wider
world of information and communication via email and the World-wide Web (WWW).
This may benefit your business. However, before you decide to invest time and
money in an external connection, consider the following points:
Advice Sheet 1.
Communication with Customers: Getting the Message Across
Information and communication
technologies may be able to assist your business – most critically for
communicating with your customers. Before you consider investing in a
telephone, computer or an email/Internet connection, ask yourself the following
questions:
What message do you want to get
across to your customers about your business? Your message should have two components:
How do you want to communicate
the message? There are
many ways you can communicate general and detailed information to your
customers. It can be a spoken message, a written message or it can be an
implied message – such as through a logo or advert. Think about the following
before you choose a means of communication:
Advice Sheet 2.
Communication with Customers: Selling Locally
If you do not make sales then
you will not have a business. Most of your everyday business activity will
involve communicating with existing or potential customers to make sales.
Before you consider how information and communication technologies might assist
your business, consider the following:
There are two groups of customers
you need to communicate with:
Existing Customers. Your existing customers are your most
important business asset. Try to focus on the following:
New Customers. Contact with new customers is more likely
to arise through your existing business contacts, than through media
advertising. It is important that you use your existing customers, and social (family
and friends) or business contacts effectively:
Advice Sheet 3.
Communication with Customers: Exporting
For today’s business,
geographical boundaries are disappearing. If you are already exporting, or
planning to export, remember that three quarters of all businesses in the
industrialised countries have Internet access and use email regularly.
Rapid customer contact. Email has made the world a smaller place. At the
cost of a local call, it is just as quick and easy to email a customer abroad
as in the next street or town. If you deal in products or services that can be
stored electronically – such as photos, music or published material – then
email can be used to distribute your products/services.
A source of new markets. The Internet gives access to
potential customers and business contacts world-wide. For carrying out market
research you can access a wealth of export-related information and export
organisations for advice and assistance overseas. The Internet is dominated by
information and information sources in English. So, if you are an English
speaker you will be at an advantage.
The main ICT means for raising
the profile of your business abroad would be through having your own Web site.
Advantages of a Web site include:
Use of ICTs may contribute only
a small part to successful exporting. Make sure you also take the following
actions:
Advice Sheet 4.
Communication with Customers: Marketing
Successful businesses are not
usually successful by accident. They are likely to have spent a lot of time
doing the following:
To develop a marketing plan
you will need to answer the following 'marketing fundamentals':
If you are selling locally,
developing a marketing plan will most likely involve a lot of personal contact
with customers or potential customers. Although not essential, computers can be
useful to assist in the marketing of products and services through:
The Internet and email are only
likely to be the starting point for your marketing activities if your existing
or potential customer base is made up of regular Internet/email users. However,
you should not consider Web-based marketing for your business until your
marketing fundamentals have been addressed.
Advice Sheet 5. Making the
Telephone/Fax Work for You
If you already have a fixed
line telephone/fax or you are intending to purchase one, think about how you
can make the best use of your investment. There are four main uses for your
telephone/fax:
Introducing yourself or making
appointments. The telephone
can be a useful means to make initial contact with potential customers or to
arrange meetings with any business contacts – such as fixing times to collect
payments owed or making deliveries.
Direct marketing of your
products and services. You
can market your products/services by having a direct telephone/mailing list of
previous, existing, and potential future customers. You can either telephone or
fax them regularly to remind them about your products/services, or introduce
special offers, new products/services, etc.
Obtaining information. Printed information – including
quotations, price lists, drawings, etc - can be sent to you via fax. You can
request information from suppliers to save you an expensive or time-consuming
journey. You can get replies and answers quickly from your customers, suppliers
and other business contacts.
Keeping your customers
up-to-date and informed.
You can talk informally to your customers, suppliers and business contacts. A
telephone will be particularly useful for keeping customers informed about
problems such as late deliveries or production problems.
Cultivate a good telephone manner!
Advice Sheet 6. Mobile Phones
Mobile phones are particularly
suited to business users. They let you answer customer calls immediately, and
reach staff or business contacts while you are working away from your business
premises. A mobile phone will give you greater flexibility, faster customer
response and time savings. Tariffs are higher for mobile phones, but they offer
flexible charging options – including pre-paid phones – where no up-front
charges (deposit or monthly subscription) are required.
Digital mobile phones offer
additional services:
For a small business, answering a
call immediately, rather than responding later, could make the difference
between winning or losing an order. If you spend a lot of time away from your
business premises, on site or with customers, a mobile phone will allow people
to contact you at any time of the day.
Make sure you compare the
packages offered by competing providers before you purchase. Some providers offer call minutes free of
charge as part of the line rental. However, predicting how much you will use
the phone is difficult.
It might be worth looking at the
‘pay-as-you-go’ package, which means you control how much you are spending on
calls and connection charges by paying up-front.
What are
mobile communications?
Mobile communications
means communicating without the need for a fixed phone line. High frequency
radio signals are broadcast from a network of transmitters organised
geographically into cells on the ground. The signals can carry computer data
and fax messages as well as conversation. The mobile user can move around
freely and use their phone as long as they are in range of a transmitter. Phone
conversations and information are converted into digital format (the same way
as data is stored on a computer). Messages are transmitted using a global
standard. It is usually based on GSM technology (Global System for Mobile
Communications).
Advice Sheet 7. Using
Electronic Mail (Email)
Electronic mail (email) - the
exchange of messages between computers - offers considerable advantages over
letter post and, increasingly, over fax communication or even phone:
The main barriers to using
email at present are:
In order to use email, enterprises
need access to an Internet-linked computer. Owning this is costly, but email
services can increasingly be accessed from shared facilities.
If you are an exporter or you
are regularly communicating with email-linked customers, suppliers and other
business contacts within the region or world-wide, then email is by far the
cheapest and quickest means of communication. It will increasingly be an
essential tool for your business.
Advice Sheet 8. The
Internet and World-Wide Web (WWW)
The Internet is a global
network of computers which are able to communicate with each other. They are
able to exchange all types of data (including words, pictures, sounds and
video). It is also possible to exchange computer software and computer programs.
For business, the Internet has three main uses:
Access to, and use of, the Internet
by businesses has been growing extremely fast in developing countries. However,
as with email, its use locally is still very limited. This is because…
A Web site contains pages of
information (words, pictures, sounds, video) that are linked together
electronically to other Web pages. A Web site can be accessed by anybody who
has access to the Internet.
A small business user can use a
Web site to promote the business, to advertise products and services, to accept
enquiries and orders, and to accept payments using credit cards. For a Web site
to be effective it must be professionally designed and updated regularly.
Potentially, a Web site can give access to the world-wide market for any small
business, no matter where in the world they are located.
For most businesses selling
locally, a Web site is likely to remain an unnecessary expenditure. A Web site
is more likely to be of use for the following categories of business:
A broader range of firms will
benefit from getting market, commercial, technical, product/service and other
information from the Web sites of other enterprises and organisations. This can
lead to faster, cheaper, better decision making, and reduce the sense of
isolation felt by these small businesses.
What
is electronic commerce (e-commerce)?
E-commerce means undertaking
business transactions electronically, such as buying an item at a firm's Web
site by typing in a credit card number and other details. Some developing
country small businesses have moved into e-commerce but so far this is very
rare. Costs of setting up e-commerce are high, and requirements include
computerised internal processes and high-speed network connections. Despite
this, for importers and – especially – exporters, there will be growing
pressures to move into e-commerce because of the way that it reduces financial
and time costs, and improves transaction certainty and record-keeping.
Advice Sheet 9. Buying a Computer
Accessing email and the
Internet, and making use of the information provided, requires the use or
ownership of a computer and a network connection via an ISP (Internet Service
Provider). Before you purchase you should do the following:
Some Computer Buying Tips
The Total Cost of Computer Ownership
Methods of Business
Communication Compared
Method of Communication |
Investment
Costs (Initial) |
Running Costs (per month) |
Business Advantages |
Business Disadvantages |
Face-to-face contact |
Zero |
Zero Possible transport costs |
Builds personal relationships with customers and suppliers locally, and builds the reputation of your business through word of mouth. |
Restricts business contacts primarily to the local area. |
Telephone/fax
|
Deposit Connection
charge Telephone/ fax machine |
Subscription
charges Call charges |
Helps support networks of contacts and provides fast verbal and (for fax) printed or written communication. Extends your business network beyond the local area. |
Can be impersonal and requires a clear and concise telephone manner. The printed quality of fax can be poor. |
Mobile Phone
|
Connection
charges Handset purchase Pay-as-you-go option |
Subscription
charges Call charges |
Highly flexible and supportive for building business networks. Ideal for business owners constantly on the move. Able to send and receive text messages. |
Much more expensive than a fixed line connection, particularly if used frequently for regional/world-wide calls. Network reception is still poor in many locations. |
Email
|
If ICT is owned: Phone line connection
(as for fixed line phone) Total cost of computer ownership |
Local call
charges Computer running costs |
Extremely cheap running costs – particularly for business communication across borders. Documents (invoices, orders, etc) can be transferred securely and immediately. |
Investment costs
are high if ICT is owned. Few cost or convenience advantages for local
communication. More impersonal than telephone. |
Internet
|
If ICT is owned: Phone line
connection (As for fixed line phone) Total cost of computer ownership |
Local call
charges Computer running costs |
Information access to world-wide sources – relating to products/ services/training and business advice. Ability to purchase and sell regionally and globally via e-commerce. |
High investment costs. Impersonal. Lack of locally available ‘Web-based’ information. Too much information ('data overload'). Time constraints in accessing relevant information. |
Basic ICT Jargon Explained
Analogue
Describes the way in which data is
transmitted – as waves – by traditional radio, phone lines and early-model
mobile phones.
Bandwidth
How much data a phone line or
computer network can carry, measured in bps: bits per second.
Byte
A measure of data storage. Megabyte
(MB) means roughly one million bytes of data. Gigabyte (GB) means
roughly one billion bytes of data.
CPU/Chip/Processor
Central Processing Unit: the
'brains' of the computer that undertakes calculations and controls other parts
of the computer system. On personal computers, also known as the microprocessor.
Chip speed is often measured in Megahertz (MHz).
Database Management System
Application software that handles
storage and selective search of data on a computer.
Digital
Describes the way in which data is
transmitted – as 1s/0s – by computers and modern phone lines and mobile phones.
Directory
A collection of computer files
stored in one place.
Disk
A special disk that stores data or
semi-permanently. Some are magnetic disks: a hard disk is held inside
the computer; a floppy disk can be carried around. Some use optical
compact disks: DVD-ROM (digital versatile disk read-only memory) has at
least seven times the capacity of CD-ROM (compact disk read-only
memory).
EDI
Electronic Data Interchange:
computer-to-computer exchange of electronic documents for business.
Email
The transfer of messages between
computers.
File
When work is done on a computer
and then stored on a disk, the result is a called a file.
GSM
Global System for Mobile
communications: a digital phone network standard.
Hardware
Physical items of ICT: computers,
cables, etc.
Home Page
The first page you see when you
connect to a Web site on the Internet.
HTML
HyperText Markup Language: a
computer language used to create Web pages.
Hyperlink
A connection linking different Web
pages via the Internet.
ICT
Information and Communication
Technology: electronic means of handling digital data.
Internet
World-wide communication system –
a network of networks – that connects computers and allows them to exchange
data.
ISDN
Integrated Services Digital
Network: a digital phone line capable of transmitting data more quickly than a
standard line.
ISP
Internet Service Provider: a
company that provides you with access to the Internet.
Modem
Modulator/demodulator: a device
that allows computer signals to be transmitted over analogue phone lines.
Network
Computers joined together so that
they can communicate with each other. A local area network (LAN) covers
a single building; a wide area network (WAN) covers a broader area,
typically linking computers in different towns or countries.
Peripheral
Anything that is not part of the
main computer case but connected to it. This includes devices such as the keyboard
(for typing); mouse (for moving the pointer on screen); scanner
(scans words/images on paper into the computer); monitor/screen
(that produces the image on a computer); or printer.
RAM/ROM
Two types of computer memory that
store data on special computer chips. Random access memory (RAM) loses
its data when the computer is switched off; read-only memory (ROM) does
not lose its data.
Search Engine
Software that helps you find what
you are looking for on the Web.
Software
The instructions that make a
computer work. A particular set of instructions that performs a function is
called a program. If offered for general sale, this is a package;
if produced for a single, specific customer, this is custom software.
There are three main types of software: systems software (that controls
basic computer operations, like the operating system); application software
(that carries out a particular task, like word processing); programming
software (that builds other software).
Spreadsheet
Application software that handles
numerical (and other) data on a computerised matrix of cells.
WAP
Wireless Application Protocol: a
system that allows mobile phones to access the Internet and its services.
World-Wide Web (WWW)
A collection of linked documents (pages)
connected via the Internet. The pages can hold words, pictures, sound and
video.
Web Site
A collection of Web pages
published by a company, organisation or individual.
Word Processing
Application software that handles
documents on a computer.
Sources of Further
Information…
…on information, ICTs and small
enterprise:
Web Site: http://www.man.ac.uk/idpm/ictsme.htm
…on information and ICTs
generally:
Book: Laudon, K.C. & Laudon, J.P. (2000) Management
Information Systems, 6th edn, Prentice Hall, Upper Saddle River,
NJ.
…on building information
systems:
Book: Bell, S. & Wood-Harper, T. (1998) Rapid
Information Systems Development, 2nd edn, McGraw-Hill, London.
…on ICTs and development
(including relevant donor initiatives):
Web Site: http://www.man.ac.uk/idpm/devtlinx.htm#itdev
…on small enterprise
development:
Book: Mann, C.K. et al (1989) Seeking
Solutions, Kumarian Press, West Hartford, CN.
Web Site: http://www.man.ac.uk/idpm/devtlinx.htm#sed
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