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ESSENTIALS OF BUSINESS COMMUNICATION

8th Canadian Edition

Mary Ellen Guffey/Dana Loewy/

Richard Almonte

Chapter 4

E-Mails, Messages, Texts, Social Media, Letters, Memos, and Other Daily Writing

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Learning Objectives

1. Understand the difference between electronic and traditional written workplace communication, and the ascendancy of electronic forms.

2. Explain the pros and cons of e-mail and how to use it professionally.

3. Explain the pros and cons of instant messaging and texting and how to use them professionally.

4. Explain the pros and cons of social media and how to use it professionally.

5. Explain the pros and cons of podcasts, wikis, and blogs and how to use them professionally.

6. Examine the traditional formats of memos and letters for business correspondence.

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Written Communication in Business

Written information is exchanged electronically and on the go.

Netbooks, smartphones, tablets

Mobile and cloud computing are important electronic trends impacting business communication.

Written Communication in Business

Communicating With Electronic Messages

E-Mail

Short, routine messages

Instant Messaging

Conversation between two or more users

Texting

Short, person-to-person inquiries and responses

Written Communication in Business

Communicating With Electronic Messages

Social Media

One-to-many channel used mostly for marketing and promotion purposes

Podcasts/Blogs

Useful for improving customer relations, marketing, and training

Wikis

Enable multiple users to collaboratively create and edit pages

Ask students to name specific communication tasks for which each electronic message might be used.

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Written Communication in Business

Communicating With Paper-Based Messages

Business Letters:

Permanent record, confidential, sensitive material, formality

Interoffice Memo:

Method of delivering confidential data

Useful for explaining company policies and procedures

Ask students to name specific purposes, situations, and audiences for which paper-based messages might be used.

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E-Mails and Their Proper Use

Writing Plan for E-Mails

Subject line

Salutation

Opening

Body

Closing

E-Mails and Their Proper Use

Components of E-Mails

1. Subject Line

Summarize central idea.

Avoid meaningless words (a, the).

Avoid dangerous words (issue, problem).

2. Salutation

Hi, Rachna; Dear Rachna.

Refer students to Figure 4.1 on page 94 to see the “Before” (poorly written) and “After” (well-written) sample of an e-mail message.

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E-Mails and Their Proper Use

3. Opening

Reveal the main idea immediately.

4. Body

Provide details.

Ensure it is easy to comprehend (bulleted lists).

Limit to one topic.

5. Closing

Include action information, dates, or deadlines.

Summarize the message.

Close with a simple concluding thought.

E-Mails and Their Proper Use

Formatting an E-Mail

Guide words (Date, To, From, Subject)

Salutation (Dear Leslie,)

Body (intro, body, and concluding paragraphs)

Single space; double-space between paragraphs

No indentation

Complimentary close (Sincerely,)

Formatting an E-Mail

Best Practices for Professional E-Mails

Getting Started

Compose your message offline.

Get the address right.

Avoid misleading subject lines.

Apply the top-of-the screen test.

Ask students what type of impression they give when they do not follow the advice given above.

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Best Practices for Professional E-Mails

Content, Tone, and Correctness

Be concise.

Don’t send anything you wouldn’t want published.

Don’t use e-mail to avoid contact.

Care about correctness.

Care about tone.

Ask students what type of impression they give when they do not follow the advice given above.

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Best Practices for Professional E-Mails

Netiquette

Consider the rules of polite online interaction.

Don’t copy everyone.

Don’t reply to an entire cc list.

Announce attachments.

Consider asking for permission before forwarding.

Ask students what type of impression they give when they do not follow the advice given above.

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Best Practices for Professional E-Mails

Reading and Replying to E-Mail

Scan all messages in your inbox before replying to each individually.

Print only when necessary.

Acknowledge receipt.

Respond to messages quickly and efficiently.

Never respond to an e-mail when you are angry.

Best Practices for Professional E-Mails

Other Smart E-Mail Practices

Design e-mails effectively.

Consider cultural differences.

Double-check before sending.

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Instant Messaging and Texting and Their Proper Use

Best Practices for Instant Messaging and Texting

Learn about your employer’s instant messaging (IM) and texting policies.

Don’t text or IM while driving.

Go offline when you need to complete a project or meet a deadline.

Organize your contact lists.

Keep messages simple and to the point.

Instant Messaging and Texting and Their Proper Use

Best Practices for Instant Messaging and Texting

Don’t use IM or texts to send confidential or sensitive information.

Be aware that IM and texts are retrievable.

Keep personal messaging to a minimum.

Show patience when responses are not immediate.

Keep your presence status current.

Social Media as a Business Writing Channel

Tips for Using Social Networking Sites and Keeping Your Job

Exercise caution.

Establish boundaries.

Think twice before posting online.

Do not block users for no apparent reason.

Social networking sites allow businesses to connect with customers and employees, sell products and services, share company news,

and exchange ideas.

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Social Media as a Business Writing Channel

RSS Feeds and Social Bookmarking

Really simple syndication (RRS) is a fast and easy way to search and manage many news sources at once.

Social bookmarking helps users search, organize, manage, and store bookmarks on the Web.

Social bookmarking is a way for users to link to sites and share with others online. Digg, delicious, reditt, StumbleUpon, and squidoo are a few of the social bookmarking (content collector Web sites).

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Podcasts, Blogs, and Wikis for Business Writing

User-centred Virtual Environments

Individuals have enormous power because they can potentially reach huge audiences.

Fact-checking often falls by the wayside.

In some cases, creating a buzz becomes more important than truth.

Use podcasts, blogs, and wikis prudently.

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Podcasts, Blogs, and Wikis for Business Writing

Business Podcasts

Digital audio or video files that can be downloaded to a computer or watched on a smartphone

Creating a simple, professional podcast is easy as long as it is scripted and well rehearsed.

Podcasts, Blogs and Wikis for Business Writing

Professional Blogs and Twitter

Businesses use blogs to keep customers and employees informed and to interact with them.

Twitter is often referred to as a microblogging service, but it also invites social networking.

Ask students to read the following article for discussion http://cyberbuzz.com/how-to-use-a-company-twitter-account/

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Podcasts, Blogs, and Wikis for Business Writing

How Companies Use Blogs

Public relations, customer relations, and crisis communication

Market research

Online communities

Internal communication and recruiting

Podcasts, Blogs, and Wikis for Business Writing

Tips for Creating a Professional Blog

Identify your audience.

Find a home for your blog.

Craft your message.

Make “blogrolling” work for you.

Attract search engines by choosing the right keywords.

Podcasts, Blogs, and Wikis for Business Writing

Tips for Creating a Professional Blog

Blog often.

Monitor the traffic to your site.

Seek permission.

Stay away from inappropriate topics.

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A Corporate Blog

Podcasts, Blogs, and Wikis for Business Writing

How Businesses Use Wikis

The global wiki

The wiki knowledge base

Wikis for meetings

Project management with wikis

Documentation and wikis

A wiki is a Web site that employs easy-to-use collaborative software to allow users to create documents that can be edited by tapping into the same technology that runs the well-known online encyclopedia Wikipedia.

If you use a wiki, be an effective participant. Pay attention to correct grammar, spelling, and verify your facts.

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Writing Hard-Copy Memos

Memos are useful for important internal messages that require a permanent record or formality.

Check if your company has memo templates.

Include guide words (Date, To, From, Subject).

Handwrite initials after your typed name.

Omit closing.

Single-space body; double-space between paragraphs

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Typical Business Memo

Writing Hard-Copy Memos

Writing plan for Memos:

Subject line

Opening

Body

Closing

Writing Hard-Copy Letters

A business letter is a powerful and effective channel for businesspeople to get their point across.

They produce a permanent record.

They can be confidential.

They convey formality and sensitivity.

They deliver persuasive, well-considered messages.

Writing Hard-Copy Letters

Writing Plan for Letters:

Letterhead

Date and address

Body

Closing salutation and signature

Typical Business Letter

Summary

Messages are sent internally and externally using both electronic and paper-based messages.

Follow basic rules and send safe and effective messages.

Use hard-copy memos to send confidential or important company information.

Use letters when formality, confidentiality, a permanent record, or persuasiveness are required.

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