LEHMAN / DUFRENE BCOM 6 Chapter 5 Copyright ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly.

LEHMAN / DUFRENE

BCOM 6

Chapter 5

Copyright ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Communicating Electronically


1 Discuss the effective use of email, instant messaging, and text messaging in business communication.

2 Explain principles for writing effectively for the Web.

3 Discuss the effective use of voice and wireless technologies in business communication.

4 Consider ethical and legal implications associated with the use of communication technology.


1 Discuss the effective use of email. instant messaging, and text messaging in business communication.


Appropriate Use of Technology

● What is the purpose of the message?• Is the message straightforward and

informative?

• Is a permanent record needed

● Is the information personal or confidential?

● Would an electronic message sacrifice positive human relations?

4


• Facilitates ____, convenient flow of __________ among users at various locations and time zones

• Increases ________

• Reduces cost and _____ waste

Advantages of Email

fastinformation

efficiency

paper


Guidelines for Preparing Email Messages

●Provide a useful ________ line

●Limit the message to single ______ directed toward

__________ needs

●_________ based on reader reaction

●Use _______ , technical words, and shortened terms

selectively

●Use graphic highlighting for better ___________

●_______ emails for clarity, conciseness, and tone

subject

readability

topicreceiver’s

Organize

jargon

Revise


Elements of an Effective Subject Line

● Helps reader sort through a crowded mailbox

● Specifically describes content of message but does not give away bad news

● Will be meaningful in the future

● Is followed with a restatement of the subject in the message


Email Fundamentals

● Check email __________● Do not contribute to email _________● Use email for appropriate messages• Send ______, ______ messages• Do not send messages when you are

_____ ● Beware of email ________ and ________● Develop email _______________ habits

promptlyoverload

short direct

angryviruseshoaxes

organizational


Email Formatting Guidelines

● Include appropriate salutation and closing● Limit message to one screen● Keep line length and paragraphs short● Use mixed case● Use emoticons and email abbreviations in

moderation● Include signature file● Proofread message


Email Message: Why It Works

• Provides subject line that is meaningful to reader and writer.

• Includes salutation and closing to personalize message

• Composes short, concise message, limited to one idea and one screen.

To: Rodney Spurlin, Software Compliance OfficerFrom: Claire Henderson, Director of Legal ServicesSubject: Legal Liability for Downloaded MusicRodney,Your immediate attention is needed to address the company’s liability for employees’ downloading copyrighted music. The recording industry has announced its intent to prosecute organizations that allow their employees to download and store music files without proper authorization. This threat is real; one company has already agreed to a $1 million settlement. The Recording Industry Association of America and the Motion Picture Association of America recently sent a six-page brochure to Fortune 1000 corporations. Please review the suggested corporate policies and sample employee communication to employees and determine whether you believe our corporation is at risk.Please contact me when you are ready to discuss potential changes to our corporate code of conduct. I’ll be online all week if you want to instant message once you’ve reviewed the brochure.Later,Claire

To: Rodney Spurlin, Software Compliance OfficerFrom: Claire Henderson, Director of Legal ServicesSubject: Legal Liability for Downloaded MusicRodney,Your immediate attention is needed to address the company’s liability for employees’ downloading copyrighted music. The recording industry has announced its intent to prosecute organizations that allow their employees to download and store music files without proper authorization. This threat is real; one company has already agreed to a $1 million settlement. The Recording Industry Association of America and the Motion Picture Association of America recently sent a six-page brochure to Fortune 1000 corporations. Please review the suggested corporate policies and sample employee communication to employees and determine whether you believe our corporation is at risk.Please contact me when you are ready to discuss potential changes to our corporate code of conduct. I’ll be online all week if you want to instant message once you’ve reviewed the brochure.Later,Claire


Instant Messaging

Advantages

• Real-time, simple group communication

• Instantaneous exchange of graphics and files

• Cost-effective medium for internal and external communication

• Informal medium with more attention on message than on grammar/spelling

Disadvantages

• Security and virus prone• Computer access required• Potential nonwork use on the

job• Danger of false identity and

eavesdropping• Too informal for some

messages and audiences


Rodney:>>Is this a good time to talk about the music download concern?

Claire:>>Of course. What do u have?

Rodney:>>I’ve read the music industry’s brochure that u sent me after our last convo.

Claire:>>Great. Are we at risk, in your opinion?

Rodney:>>It’s hard to tell without performing the recommended computer audit.

Claire:>>IC. What about the communication with employees?

Rodney:>>The sample memos in the brochure are consistent with topics discussed in our quarterly corporate newsletter.

Claire:>>Is there anything else we need to do?

Rodney:>>We should install software to monitor downloading activity.

Claire:>>True. Pls. get a price quote ASAP.

Rodney:>>I’ll have the info when we meet on Friday. CU then.

Rodney:>>Is this a good time to talk about the music download concern?

Claire:>>Of course. What do u have?

Rodney:>>I’ve read the music industry’s brochure that u sent me after our last convo.

Claire:>>Great. Are we at risk, in your opinion?

Rodney:>>It’s hard to tell without performing the recommended computer audit.

Claire:>>IC. What about the communication with employees?

Rodney:>>The sample memos in the brochure are consistent with topics discussed in our quarterly corporate newsletter.

Claire:>>Is there anything else we need to do?

Rodney:>>We should install software to monitor downloading activity.

Claire:>>True. Pls. get a price quote ASAP.

Rodney:>>I’ll have the info when we meet on Friday. CU then.

Instant Message: Why It Works

• Opens message by “knocking” to ask if he is interrupting

• Keeps conversation brief by limiting to few short sentences

• Uses few easily recognized abbreviations and acronyms but avoids informal slang that could be confusing and unprofessional

• Uses IM for few quick questions but agrees to make critical decisions during meeting


Text Messaging

● Used more for social communication than as a business tool

● Frequently serves as a superficial greeting, such as a nod or wave

● Requires even more conciseness than instant messaging

● Is more informal and abbreviated than email


Electronic Messages and the Law

● Assume responsibility for commitments made via email, as printouts serve as verification

● Abide by copyright laws (use of graphics, message forwarding . . .)

● Be familiar with laws that affect technology:— Electronic Communications Privacy Act

—allows companies to monitor email usage for legitimate business purposes


E-vidence Mail: Avoid the Legal Dangers

● Do not write loose, rude, or overly informal messages

● Avoid deleting messages that may be needed to provide a trail of decisions or actions

● Identify and organize relevant messages for easy retrieval


2 Explain principles for writing effectively for the Web.


Web Users . . .

● Skim, browse, and ____ around rather than reading an entire _______

● Scan from top to bottom and left to right beginning at the ____ ________ side of the main content area

● Can more easily scan items in _____ rather than _________

● Refer infrequently to directions and are more

likely to read _________ steps than notes, sidebars, and help files.

sectionskip

top left-hand

columnsrows

numbered


Writing for the Web

● Be brief and keep it simple● Consider appropriate jargon● Use eye-catching headlines● Break longer documents into small chunks● Use attention-getting devices judiciously● Avoid placing critical information in graphic

form only● Assure accessibility by users with

disabilities


Wikis for Business

● Allows anyone to modify content on a common website in real-time

● Encourages free exchange of evolving information

● Should not be considered content authoritative

● Requires appropriate writing style:• Avoid first-person blogging style• Present factual information in clear,

concise, and neutral language


Blogs for Business

● Are dynamic, with rapidly changing content

● Can be searchable for useful archives

● Are usually publicly available

● Need current information for the specific target audience


Social Media for Business

Companies are increasingly using social media to communicate and build networks and communities outside of and within organizations


3 Discuss effective use of voice and wireless technologies in business communication.


Wireless Communication: The Future Is NOW!

Communication technologies with ever-increasing use include:

• combine computers, telephone/fax, Internet/networking featuresSmartphones

• for computers, PDAs, and cell phonesVoice recognition technology

• on PDAs and computersHandwriting recognition

• communication without a keyboardVoice-to-text and text-to-voice technology


Making a Professional Impression with Voice Mail

● Review greetings and messages before saving

● Rerecord when necessary

● Script messages before recording to shorten time

● Stand, smile, and visualize receiver when recording


Enhancing Voice Mail Greetings

● Update greeting to reflect your _______

● Encourage callers to leave _______ messages

● Instruct callers on ________ messages or being __________ to the operator

● Check your voice mail ________ and return messages within ___ _____

scheduledetailed

reviewingtransferred

regularly24 hours


Leaving Voice Mail Messages

● Speak slowly and clearly ● Repeat your name and phone number at

the beginning and end of message● Spell your name if needed● Leave a detailed message, making your

purpose clear● Keep your message brief, 60 seconds or

less● Ensure clear reception


Cell Phone Communication

● Observe wireless-free quiet zones

● Respect others in public places by using conversational tone and message discretion

● Place safety above phone usage while driving

● Choose a secure communication channel for sending confidential or sensitive information

LEHMAN / DUFRENE BCOM 6 Chapter 5 Copyright ©2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly.

Documents

use email

cengage learning

accessible website

effective use of email

message slide

email messages

email fundamentals check

effective use of voice