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

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

Audience and Purpose of messages tend to be conversational and are typically used for routine, simple messages. 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 or attachment. Complex or important messages are best sent through a different medium, unless specifically requested as an or attachment.

Components of  “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

Netiquette Netiquette is “internet etiquette.” Netiquette is “internet etiquette.” Workplace should: Workplace 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

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

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

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

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

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.

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

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