The Impact of Mobile on Communication Models

The Basic Communication Model

• The Sender has an idea
• The Sender encodes the idea as a message
• The Sender produces the message
• The Sender transmits the message
• The Audience receives the Sender's message
• The Audience decodes the message
• The Audience responds to the message
• The Audience provides feedback to the Sender

The Social Communication Model

• Traditional approach
• Hybrid method
• Social media approach
• Strategic plans
• Policies
• Customer projects
• Updates
• Support

The Mobile Revolution

• 80% of globally internet users access the web with a mobile device
• Mobile is the primary communication tool for many business professionals
• 50% of U.S. consumers use mobile devices exclusively to search online

Mobile Technologies Are Changing Business Communication

• Mobile-first approach
• Radical connectivity

Mobile Technology and Business Communication Practices

• Challenges of constant connectivity
• Challenges for creating and consuming content
• Multitasking and other distractions
• Pressures on writing standards
• Sensory and cognitive extensions
• Security and privacy concerns
• Productivity and collaboration
• Assistance with business tasks
• Decision-making and problem solving
• Engaging customer experiences

Committing to Ethical Communication

• Unethical communication can include: plagiarizing ideas or products, omitting essential information, selectively misquoting, misrepresenting numbers, distorting visual displays, risking privacy and security.
• An ethical lapse is making a choice that's clearly unethical while an ethical dilemma is choosing from among conflicting alternatives.
• Ethical choices include: defining the situation, considering "why are you communicating?", assessing the impact of the message, analyzing the good or harm that will be achieved, questioning if your assumptions will change, and examining if you're comfortable with the choice.

Communicating in a World of Diversity

• Cultural diversity affects business communication
• Key aspects of cultural diversity:
  • Collectivism
  • Attitudes toward status or wealth
  • Respect for authority
  • Nonverbal communication
  • Age differences
  • Gender differences
  • Religious differences
  • Ability differences
• Tips for improving intercultural communication:
  • Avoid ethnocentrism.
  • Avoid stereotyping individuals.
  • Don't assume others are like you.
  • Accept differences; don’t be judgmental.
  • Communicate respect in other cultures.
  • Tolerate ambiguity and control frustration.
  • Look beyond superficial factors.
  • Recognize your own cultural biases.
  • Be flexible and prepared to change.
  • Observe and learn about other cultures.

Writing for Multilingual Audiences

• Use plain language
• Use precise words
• Use clear examples
• Cite numbers carefully
• Avoid slang & jargon
• Be brief
• Use short paragraphs
• Use transitions

Speaking with Multilingual Audiences

• Speak clearly and simply.
• Look for feedback.
• Rephrase as needed.
• Clarify your meaning with examples.
• Don't “talk down” to the other person.
• Learn common greetings and key phrases.
• Listen with care and respect.
• Adapt your style to the other person.
• Check for comprehension often.
• Clarify what will happen next.

Using Technology to Improve Business Communication

• 4 general guidelines for using communication technology effectively:
  • Keep technology in perspective.
  • Use tools productively.
  • Guard against information overload.
  • Reconnect with people frequently.

Using Technology Productively

• Using technologies effectively
• Using technologies efficiently
• Learning advanced features

Guarding Against Information Overload

• Set filters and priorities
• Limit RSS feeds and Twitter feeds
• Consider the message senders
• Meet audience need

Reconnecting with People Frequently

• Solve tough problems
• Maintain interpersonal relationships
• Learn about other people
• Let people get to know who you are