CH05.ppt business communications

Communicating Electronically

Chapter 5Lecture Slides

© 2009 Cengage Learning. All rights reserved. 2

Learning Objective 1

Identify the appropriate use of communication technology, including its legal and ethical implications.

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Appropriate Use of Technology

• Determine the purpose of the message

• Determine whether the information is personal or confidential

• Decide whether positive human relations are sacrificed

• Choose the communication channel carefully to fit your purpose and the preference of the receiver.

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General Guideline for Personal Correspondence

• Documents often become public records

• Wireless communications may be unexpectedly intercepted

• Your company technically “owns” your electronic communications

• Many networks store backups of all email messages

• Deleted messages can be “resurrected”

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

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• Facilitates fast, convenient flow of information among users at various locations and time zones

• Increases efficiency

• Reduces cost and paper waste

Benefits of Email

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Guidelines for Preparing Email Messages

• Use standard headings

• Provide a useful subject line

• Limit the message to single topic directed toward receiver’s receiver’ s

• Organize based on reader reaction

• Use jargon, technical words, and shortened terms selectively

• Use graphic highlighting for better readability

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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

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Netiquette Fundamentals

• Check email promptly

• Do not contribute to email overload

• Use email for appropriate messages

– Send short, direct messages

– Do not send messages when you are angry

• Beware of email viruses and hoaxes

• Develop email organizational habits

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Instant Messaging(“interactive email” or “chat”)

• Real-time, simple, communication between groups of 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

DisadvantagesDisadvantagesAdvantagesAdvantages

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Email 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

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E-vidence Mail: Avoid the Legal Dangers

• Don’t write loose, rude, or informal messages

• Avoid casually deleting messages

• Identify and organize relevant messages for easy retrieval

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Explain principles for writing effectively for the Web.

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Types of Web Presences

IntranetDistribute information to employees at

various locationsRequires password

ExtranetProvides information and services to

vendors, suppliers, and customersRequires password

Public web (Internet) presenceAvailable to anyone, anytime

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Web Users . . .• Skim, browse, and hop between sections rather

than read entire documents

• Scan from top to bottom and left to right beginning at the top self-hand side of the main content area.

• Can more easily scan items in columns rather than rows

• Refer infrequently to directions and are more likely to read numbered steps than notes, sidebars, and help files.

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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

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Blogs for Business

• Are dynamic, with rapidly changing content

• Can be searchable for useful archives

• Most are publicly available

• Need current information for specific target audience

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

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Preparing Voice Mail Greetings

• Update greeting to reflect schedule

• Encourage callers to leave detailed messages

• Instruct callers on reviewing messages or being transferred to operator

• Check your voice mail regularly and return messages within 24 hours

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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

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Making a Professional Impression with Voice Mail

• Review greetings and messages before saving

• Re-record when necessary

• Script messages before recording to shorten time

• Stand, smile, and visualize receiver when recording

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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

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Text Messaging

• Is used more for social communication than as a business tool

• Is often used as superficial greeting, such as a nod or wave

• Requires even more conciseness than instant messaging

• Is more informal and abbreviated than email

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• 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?

To Recap: Appropriate Use of To Recap: Appropriate Use of TechnologyTechnology

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Wireless Communication: The Future is NOW!

• Personal data assistants (PDAs)—combine computers, telephone/fax, Internet/networking features

• Voice recognition technology—for computers, PDAs, and cell phones

• Handwriting recognition—on PDAs and computers

• Voice-to-text and text-to-voice technology—communication without a keyboard

Communication technologies with ever-increasing use include:

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CH05.ppt business communications

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