Successful implementation of voice store and forward technology: a case study

ABSTRACT

The introduction of a voice store and forward system can have a profound impact on an organization. This technology can not only support existing communication networks but can also provide an additional mode by which individuals can communicate with each other. However, the success of voice store and forward systems is highly dependent on the way they are introduced into a company and the way the resulting changes in communication patterns are managed. This report documents the effect that a voice store and forward system had at Herman Miller, Inc., a large midwestern furniture manufacturing company specializing in open office systems and seating. It details the strategic plans for implementing the system and describes their effects on system use. Highlighted are the critical issues that led to successful implementation of the system.

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