Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 Communicating Electronically Business Communication, 14e Lehman and DuFrene

Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning Facilitates fast, convenient flow of information among users at various locations and time zones Increases efficiency Reduces cost and paper waste Benefits of Chapter 5

Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning Guidelines for Preparing Messages Use standard headings (to, from, date, subject) Provide a useful subject line Limit the message to a single topic directed toward a receiver’s needs Sequence ideas based on reader reaction Use jargon, technical words, and shortened terms selectively Use graphic highlighting to enhance readability Chapter 5

Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning Elements of an Effective Subject Line Helps reader sort through a crowded mailbox Describes content in an understanding way Will be meaningful in the future Is followed with a restatement of the subject Chapter 5

Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning Netiquette Fundamentals Check promptly Do not contribute to overload Use for appropriate messages — Send short, direct messages — Do not send evoking emotion Beware of viruses and hoaxes Develop organization habits Chapter 5

Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning 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 Chapter 5 and Appendix A Formatting Guidelines

Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning Instant Messaging (“interactive ” or “chat”) Synchronous, fast, simple, communication between numerous people Instantaneous exchange of graphics and files Cost effective medium for internal and external communication Informal medium with more attention on the message than on grammar/spelling Security and virus prone Computer access required Potential nonwork use on the job Danger of false identity and eavesdropping Chapter 5AdvantagesAdvantages DisadvantagesDisadvantages

Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning and the Law Assume responsibility for commitments made in as print-outs serve as verification Abide by copyright laws (use of graphics, forward of messages, etc.) Be familiar with laws that affect technology: — Electronic Communications Privacy Act (ECPA) — allows companies to monitor usage for legitimate business purposes — Privacy for Consumers and Workers’ Act — pending legislation to require employers to notify employees of monitoring policies and forbidding secret monitoring Chapter 5

Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning Process of Web Development Chapter 5 Useful Web Pages

Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning Guidelines for Developing Web Communications Design a tightly organized home page Assure a united look and feel Use graphics effectively Understand the needs of the end user Chapter 5

Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning 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 Chapter 5

Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning Preparing Voice Mail Greetings Update greetings to reflect your schedule or special announcements Leave your full contact information and encourage callers to leave detailed messages Instruct callers as to how to review their messages or be transferred to an operator Critique message for professional tone and rerecord for clarity Check your voice mail regularly and return messages within 24 hours Treat voice mail as permanent legal records Chapter 5

Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning 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 — about 60 seconds Assure clear reception Chapter 5

Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning Cell Phone Communication Observe wireless free quiet zones Respect others in crowded 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 Chapter 5

Business Communication, 14 th edition by Lehman and DuFrene  Copyright 2005 by South-Western, a division of Thomson Learning Appropriate Use of Technology Chapter 5 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?