1. Lecture and Resource Slides BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communicating Electronically Chapter 5

2. Learning Objectives 1.Discuss the effective use of email and instant messages in business communication. 2.Explain principles for writing effectively for the Web. 3.Discuss the effective use of voice and wireless technologies in business communication. 4.Identify ethical and legal implications associated with the use of communication technology.

3. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Guidelines for Preparing Email Messages 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 ___________ _______emails for clarity, conciseness, and tone subject readability topic receiver’s Organize jargon Revise

4. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Netiquette Fundamentals Check email ________ Do not contribute to email ________ Use email for appropriate messages –Send _____, _____ messages –Do not send messages when you are _____ Beware of email ______ and _______ Develop email ____________ habits promptly overload shortdirect angry viruseshoaxes organizational

5. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Instant Messaging Advantages 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

6. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Text Messaging Is 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 email

7. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Electronic Messages and the Law Assume responsibility for commitments made via email, 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 email usage for legitimate business purposes

8. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Types of Web Presence Distributes information to employees at various locations Requires password Intranet Shares information among partners at various locations Requires password Extranet Available to anyone, anytime Public Web Presence

9. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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

10. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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

11. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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

12. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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

13. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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