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Business Communication: Process and Product, 8e Mary Ellen Guffey and Dana Loewy Instructor PowerPoint Library, 8e 7 Short Workplace Messages and Digital.

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Presentation on theme: "Business Communication: Process and Product, 8e Mary Ellen Guffey and Dana Loewy Instructor PowerPoint Library, 8e 7 Short Workplace Messages and Digital."— Presentation transcript:

1 Business Communication: Process and Product, 8e Mary Ellen Guffey and Dana Loewy Instructor PowerPoint Library, 8e 7 Short Workplace Messages and Digital Media © 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. Ch. 7, Slide 1

2 Learning Objective 1 © 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. Ch. 7, Slide 2 Understand e-mail and the professional standards for its usage, structure, and format in the digital- era workplace.

3 Preparing Digital-Age E-Mail Messages and Memos Ch. 7, Slide 3 © 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. © mostafa fawzy/Fotolia, © Andrey/Fotolia Electronic messages E-mail Instant messaging Text messaging Podcasts Wikis Blogs Social networking Paper-based messages Business letters Interoffice memos

4 E-Mail Is Not Going Away Ch. 7, Slide 4 © 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. © denis_pc/Fotolia Preferred channel for most business messages Medium costing businesspeople two hours or more each day Replacement for paper memos inside organizations Substitute for some letters to external audiences

5 Complaints About E-Mail Ch. 7, Slide 5 © 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. © Andrey/Fotolia Workplace e-mails are confusing and poorly written. Many business school graduates lack writing skills. Poor texting and social media habits affect e-mail skills. The number of daily e-mails is over- whelming.

6 Complaints About E-Mail Ch. 7, Slide 6 E-mail is blurring the line between work and leisure. Messages are permanent and can be used in court. A quarter of bosses have fired workers for violations. Face-to-face and phone conversa- tions are richer than e-mail. © 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. © Andrey/Fotolia

7 When E-Mail Is Appropriate Ch. 7, Slide 7 © 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. © Maksym Yemelyanov/Fotolia, © raven/Fotolia Short, informal messages requesting information or responding to inquiries Effective for multiple recipients and messages that must be archived Cover document when sending longer attachments

8 Controlling Your Inbox Ch. 7, Slide 8 © 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. © mostafa fawzy/Fotolia Understand that e-mailing IS business writing. Check your e-mail at set times, twice or three times a day. Let your coworkers know about your schedule for responding. Apply the “two-minute rule.”

9 Replying Efficiently With Down-Editing Ch. 7, Slide 9 © 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. Microsoft ® Outlook Web-App; Used with permission from Microsoft. Include only the parts of the incoming message to which you are responding. Delete the sender’s message headers, signature, and all unnecessary parts. Identify your response with your initials if more people will comment. Use a different color for your down-edits. Down-editing means inserting your responses to parts of the incoming message.

10 Best Practices for Better E-Mail: Getting Started Ch. 7, Slide 10 © 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. © raven/Fotolia Don’t write if another channel– such as IM, social media, or a phone call–might work better. Send only content you would want published. Write compelling subject lines, possibly with names and dates: Jake: Can You Present at January 10 Staff Meeting?

11 Best Practices for Better E-Mail: Replying Ch. 7, Slide 11 © 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. © denis_pc/Fotolia, © mostafa fawzy/Fotolia Scan all e-mails, especially those from the same person. Answer within 24 hours or say when you will. Change the subject line if the topic changes. Check the threaded messages below yours. Practice down-editing; include only the parts from the incoming e-mail to which you are responding. Start with the main idea.Use headings and lists.

12 Best Practices for Better E-Mail: Etiquette Ch. 7, Slide 12 © 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. © Simon/Fotolia Obtain approval before forwarding. Soften the tone by including a friendly opening and closing. Resist humor and sarcasm. Both can be misunder- stood. Avoid writing in all caps, which is like SHOUTING.

13 Best Practices for Better E-Mail: Closing Ch. 7, Slide 13 End with due dates, next steps to be taken, or a friendly remark. Add your full contact information including social media addresses. Edit your text for readability. Proofread for typos or unwanted auto- correction. Double – check before hitting Send. © 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. © denis_pc/Fotolia

14 Top Ten E-Mail Mistakes That Can Derail Your Career Ch. 7, Slide 14 © 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. Respond- ing when angry 10 Making address goofs 9 Forgetting a subject line or failing to change it to match the “thread” 8 Not personal- izing your message (e.g., skipping the salutation) 7

15 Top Ten E-Mail Mistakes That Can Derail Your Career Ch. 7, Slide 15 © 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. Including inappropriate content (e.g., off-color jokes and other statements you will later regret) 6 Forgetting to check for spelling and grammar 5 Thinking no one else will ever see your e-mail 4

16 Top Ten E-Mail Mistakes That Can Derail Your Career Ch. 7, Slide 16 © 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. Copying and forwarding recklessly 3 Completing the “To” line first (to avoid hitting send prematurely) 2 Expecting an instant response 1

17 When to Write Memos Ch. 7, Slide 17 © 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. © denis_pc/Fotolia A message is too long for e-mail. A permanent record is required. Formality is needed. Employees may not have e-mail.

18 Similarities in Memos and E-Mails Ch. 7, Slide 18 © 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. © denis_pc/Fotolia VS. Carry nonsensitive information that may be organized directly with the main idea first Have guidewords calling for a subject line, dateline, and identification of the sender and receiver Organized with headings, bulleted lists, and enumerated items whenever possible for readability

19 Learning Objective 2 © 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. Ch. 7, Slide 19 Explain workplace instant messaging and texting as well as their liabilities and best practices.

20 © 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. © bloomua/Fotolia Ch. 7, Slide 20 Benefits of Instant Messaging and Texting Real-time communication with colleagues anywhere in the world is possible. Immediate sharing of information allows for quick decisions. Enterprise-grade IM applications instantly connect dispersed coworkers. Voice calls are substituted with quiet and discreet messaging.

21 Ch. 7, Slide 21 Benefits of Instant Messaging and Texting Messaging avoids phone tag and eliminates the downtime associated with personal phone conversations. “Presence functionality” lets coworkers locate each other online. Productivity grows because users get answers quickly and can multitask. © 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. © bloomua/Fotolia

22 Ch. 7, Slide 22 Risks of Instant Messaging and Texting Distractions in addition to the telephone, e-mail, and the Web Potential for leaks of privileged information when free consumer-grade IM systems are used Legal liability from workers’ improper use of mobile devices on the job, for example when texting and driving Some organizations have banned instant and text messaging for these reasons: © 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. © bloomua/Fotolia

23 Ch. 7, Slide 23 Risks of Instant Messaging and Texting Phishing schemes, viruses, malware, and spim (IM spam) Evidence in lawsuits, subject to discovery Laws mandating that broker-client messages be retained for three years Potentially overwhelming tracking and storing of messaging Inappropriate uses such as bullying and sexting © 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. © bloomua/Fotolia

24 © 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. © Andrey/Fotolia Ch. 7, Slide 24 Best Practices for Instant Messaging and Texting Follow your organization’s policies.Don’t disclose sensitive information. Steer clear from harassment and discriminatory content. Forward or link to photos, videos, and art with caution. Never say anything that could damage your reputation or that of your organization.

25 Ch. 7, Slide 25 Best Practices for Instant Messaging and Texting Don’t text or IM while driving. Separate business contacts from family and friends. Avoid unnecessary chitchat. If personal messaging is allowed at work, keep it to a minimum. © 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. © Andrey/Fotolia

26 Ch. 7, Slide 26 Best Practices for Instant Messaging and Texting Make yourself unavailable when busy.Keep your presence status up-to-date. Don’t blast multiple messages if you don’t hear from coworkers immediately. Don’t use confusing jargon, slang, and abbreviations. Care about correctness. Proofread! © 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. © Andrey/Fotolia

27 © 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. © ecco /Fotolia, © leremy/Fotolia Ch. 7, Slide 27 Text Messaging and Business Etiquette TimingAddressing IntroducingExpressing Responding

28 Learning Objective 3 © 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. Ch. 7, Slide 28 Identify professional applications of podcasts and wikis, and describe guidelines for their use.

29 © 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. © Stockerteam /Fotolia Ch. 7, Slide 29 Business Podcasts or Webcasts Elaborate to produce and require quality hardware Can be played on any number of devices Extend from short clips to large digital files May be recorded or liveCan be streamed on a website or downloaded

30 © 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. © Stockerteam /Fotolia Ch. 7, Slide 30 How Businesses Use Podcasts or Webcasts Offer a friendly human face but require no human presence Broadcast repetitive that does not require interaction Replace costlier teleconferences Provide quality content and an authentic voice while considering money making second.

31 © 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. © nataliasheinkin/Fotolia, © raven/Fotolia Ch. 7, Slide 31 What is a Wiki? Web-based tool employing easy-to-use collaborative software to allow multiple users collectively to create, access, and modify documents. Popular example: Wikipedia

32 Ch. 7, Slide 32 Advantages of Wikis Crowdsourcing: tapping into the combined knowledge of a group or team to solve problems and complete assignments Working on the same content jointly while eliminating version confusion © 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. © nataliasheinkin/Fotolia, © raven/Fotolia

33 Ch. 7, Slide 33 Four Main Business Uses of Wikis Keeping remote global team members informed and coordinated Creating a database of information for large audiences Facilitating feedback before and after meetings Providing a project management tool © 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. © raven/Fotolia

34 Learning Objective 4 Describe how businesses use blogs to connect with internal and external audiences, and list best practices for professional blogging. © 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. Ch. 7, Slide 34

35 Why Businesses Use Blogs To reach a far-flung, vast audience fast and inexpensively To keep customers, employees, and the public informed To invite spontaneous feedback and interact with consumers To create virtual communities, build brands, and develop relationships To address rumors and combat misinformation © 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. © TAlex/Fotolia Ch. 7, Slide 35

36 How Businesses Use Blogs Crowdsourcing: Organizations are soliciting customer ideas and other input. Example: Crowdsourcing promotions that seek to connect with customers and to generate buzz that might go viral on the Internet. Crowdsourcing: Organizations are soliciting customer ideas and other input. Example: Crowdsourcing promotions that seek to connect with customers and to generate buzz that might go viral on the Internet. © 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. © Iadam/Fotolia Ch. 7, Slide 36

37 How Businesses Use Blogs Viral Marketing: Online messages spread rapidly, much like viruses pass from person to person. Content must resonate with lots of people who will share it. © 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. © Andrey/Fotolia Ch. 7, Slide 37

38 Creating a Professional Blog Craft your message. Pick the right key words. Identify your audience. Choose a hosting site. Ch. 7, Slide 38 © 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. © TAlex/Fotolia

39 Creating a Professional Blog Monitor traffic. Work the blogroll. Blog often. Ch. 7, Slide 39 © 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. © TAlex/Fotolia

40 Eight Tips for Master Bloggers Craft a catchy but concise title. 8 Ace the opening para- graph. 7 Provide details in the body. 6 Consider visuals. 5 © 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. Ch. 7, Slide 40

41 Eight Tips for Master Bloggers Include call to action. 4 Edit and proof- read. 3 Respond to posts respect- fully. 2 Learn from the best. 1 © 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. Ch. 7, Slide 41

42 Learning Objective 5 Address business uses of social networking and the benefits of RSS feeds. © 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. Ch. 7, Slide 42

43 Social Networks by the Numbers 83 percent of millennials (Generation Y) regularly socialize and chat online. Social networks and blogs are top destinations and dominate Americans’ time spent online (23 percent), followed by online games (10 percent). The most avid Twitter users are 18-24 years old (31 percent), followed by the age group 25-34. Nearly 60 percent of Fortune 500 companies are on Facebook; 62 percent have corporate Twitter accounts. © 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. © Michael Brown/Fotolia Ch. 7, Slide 43 (Sources: Nielsen Wire, 2011; Pew Internet, 2010 & 2012)

44 Big Companies Rule on Social Media © 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. Ch. 7, Slide 44 Facebook 1 billion+ users Facebook 1 billion+ users LinkedIn 130 million members LinkedIn 130 million members Twitter 100 million active users Twitter 100 million active users Google+ 400 million users Google+ 400 million users Source: T. Wasserman, Mashable, 2012, January 12

45 Big Companies Rule on Facebook © 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. Ch. 7, Slide 45 Coca-Cola Disney Starbucks Top three companies with the most fans on Facebook:

46 Adopting the Facebook Model © 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. © Scanrail/Fotolia Ch. 7, Slide 46 Creating proprietary networks: Some corporations maintain their own internal networking sites for their employees. Creating proprietary networks: Some corporations maintain their own internal networking sites for their employees. Example: McDonald’s and its StationM, a private networking site Example: McDonald’s and its StationM, a private networking site

47 Adopting the Facebook Model © 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. © Scanrail/Fotolia Ch. 7, Slide 47 Connecting far-flung workers: Dispersed employees and their skills can be matched up. Connecting far-flung workers: Dispersed employees and their skills can be matched up. Example: SuperValu and its Yammer-based network connecting 11,000 executives and managers Example: SuperValu and its Yammer-based network connecting 11,000 executives and managers

48 Adopting the Facebook Model © 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. © Scanrail/Fotolia Ch. 7, Slide 48 Crowdsourcing consumers: Companies invite customer input at the product-design stage. Crowdsourcing consumers: Companies invite customer input at the product-design stage. Example: Dell’s IdeaStorm site solicited over 17,000 new product ideas and improvements. Example: Dell’s IdeaStorm site solicited over 17,000 new product ideas and improvements.

49 Risks of Social Networks for Businesses © 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. © denis_pc/Fotolia Ch. 7, Slide 49 Incurring productivity losses Leaking trade secrets Attracting the wrath of huge Internet audiences Facing embarrassment over inappropriate employee posts Source: Conlin & MacMillan, BusinessWeek, 2009, June 1.

50 Guidelines for Safe Social Networking © 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. Ch. 7, Slide 50 Establish boundaries. Distrust privacy settings. Rein in your friends. Beware “friending.” Expect the unexpected.

51 Mastering Information Overload With Really Simple Syndication (RSS) © 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. © Andrey/Fotolia Ch. 7, Slide 51 Data file format capable of transmitting changing Web content Custom-tailored feeds from hundreds of sources sent to receivers Web-based feed reader (aggregator) allows business people to read many news sources in one convenient online location. Increases traffic to syndicated websites because they can be indexed and tagged to make them easier to find.

52 Using Electronic Media Professionally © 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. © julien tromeur /Fotolia Ch. 7, Slide 52 Dos Learn your company’s media policies. Avoid sending personal e-mail, IM messages, or texts from work. Separate work and personal data.

53 Using Electronic Media Professionally Ch. 7, Slide 53 Dos Be careful when blogging, tweeting, or posting on social networking sites. Keep sensitive information private. Stay away from pornography, sexually explicit jokes, or inappropriate screen savers. © 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. © julien tromeur /Fotolia

54 Using Electronic Media Professionally Ch. 7, Slide 54 Don’ts Don’t spread rumors, gossip, and negative defamatory comments. Don’t download and spread cartoons, video clips, photos, and art. Don’t open attachments sent by e-mail. Don’t open attachments sent by e-mail. © 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. © julien tromeur /Fotolia Don’t download free software and utilities to company machines.

55 Using Electronic Media Professionally Ch. 7, Slide 55 Don’ts Don’t store your music and photos on a company machine (or server). Don’t watch streaming videos. Don’t share files and avoid file sharing services. © 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. © julien tromeur /Fotolia

56 Ch. 7, Slide 56 End © 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. © julien tromeur /Fotolia


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