1. Communicating Electronically

2. Discuss the effective use of email, instant messaging, and text messaging in business communication.
Explain principles for writing effectively for the Web.
Discuss the effective use of voice and wireless technologies in business communication.
Consider ethical and legal implications associated with the use of communication technology.

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

4. 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?

5. Advantages of
Facilitates ____, convenient flow of __________ among users at various locations and time zones
Increases ________
Reduces cost and _____ waste
fast
information
efficiency
paper

6. Guidelines for Preparing Email Messages
subject
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 ___________
_______ s for clarity, conciseness, and tone
topic
receiver’s
Organize
jargon
readability
Revise

7. Effective Subject Line
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

8. Email Fundamentals promptly overload short direct angry hoaxes viruses
Check __________
Do not contribute to _________
Use for appropriate messages
Send ______, ______ messages
Do not send messages when you are _____
Beware of ________ and ________
Develop _______________ habits
overload
short
direct
angry
hoaxes
viruses
organizational

9. 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 abbreviations in moderation
Include signature file
Proofread message

10. Email Message: Why It Works
To: Rodney Spurlin, Software Compliance Officer
From: Claire Henderson, Director of Legal Services
Subject: Legal Liability for Downloaded Music
Rodney,
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
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.

11. Instant Messaging Advantages Disadvantages
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

12. 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
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.

13. 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

14. Electronic Messages and the Law
Assume responsibility for commitments made via , 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 usage for legitimate business purposes

15. 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

16. 2 Explain principles for writing effectively for the Web.

17. Web Users . . . skip section top left-hand rows columns numbered
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.
section
top
left-hand
rows
columns
numbered

18. 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

19. 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

20. 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

21. Social Media for Business
Companies are increasingly using social media to communicate and build networks and communities outside of and within organizations

22. 3 Discuss effective use of voice and wireless technologies in business communication.

23. Wireless Communication: The Future Is NOW!
Communication technologies with ever-increasing use include:
combine computers, telephone/fax, Internet/networking features
Smartphones
for computers, PDAs, and cell phones
Voice recognition technology
on PDAs and computers
Handwriting recognition
communication without a keyboard
Voice-to-text and text-to-voice technology

24. 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

25. Enhancing Voice Mail Greetings
schedule
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 ___ _____
detailed
reviewing
transferred
regularly 24
hours

26. 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

27. 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