Professionalism Unit V PowerPoint Presentation

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10 Electronic

Communications

CONCISE APPROPRIATE

EFFICIENT

After studying these topics, you will benefit by:

• Explaining the professional use of electronic

communication tools

• Constructing and utilizing e-mail messages

• Using phone etiquette

• Demonstrating the proper use of portable devices

and texting

• Applying professionalism to social media tools

• Identifying proper behaviors in video and

teleconferences

ELECTRONIC COMMUNICATIONS

AT WORK

• People are electronically connected

– Phones

– E-mail

– Mobile devices

– Texting

– Instant messaging

– Blogs and wikis

– Audio and video conferencing

TALK IT OUT

Identify the impact technology will have on the

workplace in the next five years.

TELECOMMUNICATION BASICS

• Common communication tools

– Various forms of computers

– Software

– E-mail

– Internet

– Mobile (smart) devices

TELECOMMUNICATION BASICS

• Employers may provide technological tools

– Use only for company business

• Technology use policies outline expectations

regarding

– Privacy

– Liability

– Potential misconduct issues

– Use at proper time and place

– When in doubt, ask

TOPIC SITUATION

Kathy and Technology

TOPIC RESPONSE:

How might Kathy have better handled the

situation of using her smartphone

during the meeting?

TELECOMMUNICATION BASICS

• Practice good computer hygiene

– Routinely scan for viruses, cookies, and other

malicious coding

• Regularly back up documents

BUSINESS E-MAILS

• Popular for both internal and external communication

• Include subject in subject line – Avoid “Hi,” “Hello,” “Urgent,” “Important,” or

“Test”

• Only tag important e-mails urgent (!)

• Avoid use of emoticons

• Update and maintain confidentiality of electronic address book

WRITING E-MAIL MESSAGES

• Use proper layout, spelling, and grammar

• Plan and identify the purpose – What needs to be communicated

– What action you want the receiver to take

– Informational

– Topic for discussion

– Decisional

• Include only those who need to know the information

WRITING E-MAILS

• Main recipient – “To”

– Message directed to

• Copy – “Cc”

– Named in the message

• Blind copy – “Bcc”

– Other recipients are not aware of the blind copy recipients

WRITING E-MAIL MESSAGES

• Begin with a draft

• Communicate primary message early in the e-mail

• Include key points

• Consider the reader’s perspective

• Be positive

• Use bullets, numbers, or subheadings

• Edit

WRITING E-MAIL MESSAGES

• Positive e-mail habits – Only mark important, time-sensitive messages as

urgent

– Check outgoing messages for proper spelling and grammar

– Don’t use all capital letters or colors

– No decorative backgrounds or emoticons

– Create and use a signature

– Only use “return receipt” when necessary

– Use an automated response to alert others if you will be out of the office and unable to respond to messages

TALK IT OUT

When is it appropriate to use the return

receipt feature in an e-mail message?

WRITING AN E-MAIL MESSAGE

• Do not misuse message forwarding – Include individuals with whom the information

is relevant

– Do not forward a message that would embarrass others

• If it would, do not send • Instead, summarize the message for new

recipients and send to original parties

TOPIC SITUATION

Patrick’s E-mail

TOPIC RESPONSE:

Did Patrick appropriately handle the co-

worker’s negative e-mail?

Why or why not?

TALK IT OUT

What should you say to someone who is

inappropriately using his or her mobile device

during a meeting?

PORTABLE DEVICES and TEXTING

• Common mobile (portable) devices

– Cell phones

– Smartphones

– Personal digital assistants (PDAs)

– Portable music/entertainment devices

– Wireless computers

PORTABLE DEVICES and TEXTING

• Two basic guidelines for using a personal

electronic communication device at work:

– Allowed when you alone, in a private area, and

its use is permitted at work

– When attending a meeting or business activity

and it is necessary for communication

PORTABLE DEVICES and TEXTING

• If use is not relevant to the activity

– Silence and place device face down or turn off

and put away

– If you are waiting for an important call and it

arrives, excuse yourself and answer in private

– If you forget to turn off sound and it rings,

apologize and immediately silence the device

PORTABLE DEVICES and TEXTING

• Texting

– If with others, text only if related to the business

at hand

– Use proper spelling and grammar

– Turn off or silence when in meetings

– Do not use when dining

– Do not use text slang

PHONE ETIQUETTE

• When answering a call

– Try to answer on the first or second ring

– Start with a salutation

– Identify yourself

– Identify the company

– Smile and speak clearly and slowly

– Do not place someone on hold without asking

permission

PHONE ETIQUETTE

• Taking calls when with others

– Let the call go to voice mail unless you are

expecting an important call

– Explain to those with you that you are expecting

a call

– Ask your guest to excuse you when you take

the call

PHONE ETIQUETTE

• When making a call

– Identify yourself

– Make the call brief unless the receiver approves

a longer call

– Do not eat or tend to personal business

PHONE ETIQUETTE

• Speakerphones

– Used when on a conference call or a hands free

device is needed

– Use in a private room

– Ask individuals included in the class for

permission to use the speakerphone

PHONE ETIQUETTE

• Voice mail messages

– Keep the message brief and professional

– State your name, purpose of the call, and leave

a return number

– Speak slowly and clearly

– Leave a short but concise message

• Keep your voice mail greeting professional

SOCIAL MEDIA TOOLS

• Companies now use social media tools

– Facebook

– Video/photo file sharing

– Blogs

– Micro-blogs

• Do not post a negative video or vent on these

outlets

SOCIAL MEDIA TOOLS

• Communication with wikis, blogs, and instant

messaging

– Wikis: collaborative website where users edit

and contribute to the site

– Blogs (Web logs): online journals where readers

can comment

– Instant Messaging (IM): online communication

in real time

SOCIAL MEDIA TOOLS

• Separate personal sharing from professional

sharing

• Refrain from identifying and/or speaking poorly

of the company, employees, vendors, and

customers

• Maintain a positive and professional online

image

• Online identity: image formed when someone

is communicating with and/or researching you

through electronic means

TOPIC SITUATION

Irene’s Social Media Site

TOPIC RESPONSE:

If you were Irene and you knew your boss

saw the social media site open on your

computer, how would you respond?

VIDEO AND TELECONFERENCING

• Video conferencing

– Two-way communication using video and audio

technology

• Teleconference

– Two-way communication using audio

technology

• Prepare as if face to face

VIDEO AND TELECONFERENCING

• Tips for a successful electronic meeting

– Plan ahead: check equipment

– Dress professionally for video conferencing

– Maintain a professional environment: quiet

appropriate location

– Speak to the camera

– Avoid distracting noises: no music, no eating,

no drinking