1. Chapter 18 Digital Communication: Email, Instant Messages, Blogs, and Wikis Strategies for Technical Communication in the Workplace Laura J. Gurak John M. Lannon

2. Benefits of Email  Email can quickly and efficiently address an individual or a group.  One email message can reach thousands of readers in seconds.  Email is useful for people working in different time zones.  Email allows users to attach files.

3. Audience and Purpose of Email Email messages tend to be conversational and are typically used for routine, simple messages. Email messages tend to be conversational and are typically used for routine, simple messages. Always assume your message will travel far beyond its original intended recipient. Always assume your message will travel far beyond its original intended recipient. Complex or important messages are best sent through a different medium, unless specifically requested as an email or email attachment. Complex or important messages are best sent through a different medium, unless specifically requested as an email or email attachment.

4. Components of Email  “To” line  “From” line  “Date” line  “Subject” line  Copy notations  CC: carbon copy  BCC: blind carbon copy  Enclosure notation  Attachment: sometimes indicated with an icon

5. Netiquette Netiquette is “internet etiquette.” Netiquette is “internet etiquette.” Workplace email should: Workplace email should:  Use proper spelling, grammar, and punctuation  Avoid words or phrases in all capital letters  Avoid text-message style abbreviations and emoticons  Use a professional tone

6. Other Types of Electronic Communication  Instant Messaging  Blogs  Wikis  RSS Feeds

7. Instant Messages  Text-based, real-time conversation  Useful for brief, rapid exchanges  Typically not archived Many colleagues may prefer to correspond via email  Use email when sending attachments  Use email if you need a paper trail

8. Blogs Blog is short for web log. Blogs began as social networking sites to provide forums for people to read and discuss shared interests. Corporate blogs play an increasing role in workplace communication.  Internal Blogs: Users can post information to be seen by all with access  External Blogs: Facilitate customer feedback and enhance public relations Wikis are a type of blog that allow for the sharing and updating of content. Each person with access may log on to the wiki and make changes to the content, overwriting previous versions.  Corporate Wikis: Users can comment on earlier posts and edit them

9. RSS Feeds An RSS feed is a retrieval program that monitors selected sites, identifies relevant information, and sends links by email to subscribers

10. Copyright and Privacy in Digital Communication Copyright is a system of legal protection for original works of authorship.  If you are a full-time employee, most of what you create will be owned by the company.  If you find a file on the internet, you need to seek permission for its use, unless it is marked “public domain” or qualifies as fair use.

11. Copyright and Privacy in Digital Communication Privacy Issues  Avoid forwarding email without checking with the sender first.  Don’t forward proprietary information (information that belongs to your company) to unauthorized recipients.

12. Any questions? Any questions? For additional help reviewing this chapter, please visit the Companion Website for your text at http://www.pearsonhighered.com/gurak.