Business Communication (2020) PDF

‘ Communicating Electronically LEARNING OBJECTIVES Alter studying this chapter, you will be able to Discuss the effective use of email, instant messaging, and text messaging in business communication. Q Explain the principles for writing effectively for the Web. Discuss the eﬁective use of voice and Wireless technologies in business communication. Consider the legal and ethical implications associated with the use of communication technology. 9 DATA sccunrrv In the past several decades, computer technology has rew includes customer's" credit card, hank account. and social olutionized the way that communication occurs in most securio' numbers. as well as employee details, such as organizations. Communication, using a variety of' text-, audio, and yideo-enabled tools, can be achieved almost health records, home addresses, email addresses, and login information. U.S. retailer, Target, agreed to a $39 instantaneorrsly with others located around the glolrr’. Brit with the many advantages of'computer‘anecliated commu- million settlement with several US. hanks in 2015 over a data breach two years earlier that affected roughly nication. a similar rise in the potential hazards associated 40 million custonrersFThc hanks lost millions when they with its use has occurred. Concerns about maintaining ners. and customers. as well as corporate resources, have were forced to reimburse customers who lost money in the massive 2013 hack of" Targets database. In August 2015. Target settled with Visa for $67 million over“ the reached a critical point. In fact, since 2005, more than data hack. Earlier that year, Target settlecl a federal class 75 data breaches by hackers in which 1.00().000 or more action lawsuit brought hyf customers for $10 million. records were compromised have been publicly disclosed.1 A practice that is more difficult tojudge in terms of its eth- tributor, and customer privacy, organizations are also icality is that ol'data mining, which is used by many organi~ concerned about protecting proprietary information zations or] their social networldng sites to learn more about about products. services, and business strategies. Because of these concerns, many organizations have the pr cy of, and information about, employees, part- customers for the enhancement of marketing techniques. Organizations may be held liable for providing outside access to private information of their employees, customers, and other external groups. This information In addition to protecting employee. supplier“. dis- enacted policies to guide employees in the proper“ use of technologf in order to safeguard information. These policies often address three data security isks: breaches PART THREE. Communication Through Voice, Electronic, and Written Messages cum-ism 1113|Fclrgagcltatntng Arr mm focttcd. mm m. be tum-i Kanll‘ll "r (luplrmcd. m while at in pan, Due in claim mm. mm: mm] mriy conical may he mpprmm rm lire eRmk “amour-cm Erma mm. rm rkcmal ihal an) mppmmi (“mt-m ram mt mutually Man as overall Icammg expermnt’z ("engage Learning Mme me “an it. remove gamma mmem a in» lime ri'subscqmm nghix rcxtncinrrrs require it ol'eonﬁdentiality. failing to offer ehoice in what informa- channel ol' emmnunieation is appropriate by emisidering tion is shared. and reputational damage caused by data the messages purpose. eonlidentiality issues. and human hreaehes. Often. everyone in the company 5 expected to relations faetors. ensure that data is eolleeted, handled, and stored properly. Sueh polieies generally require that employees are properly trained in data use and storage. and how to keel) data seeure. making sure that data is not shared infue mall}, that no information i. shared with unauthorized indi\iduals. and that no longer needed data is properly deleted 01' disposed of. [t is very important to he well informed about an orgamization's data um) polieies, and to lbll<J\\' polities to the lettei' in order to avoid breaches of data security. Q APPROPRIATE USE or TECHNOLOGY S-Za Determine the Purpose of the Message If a message is straightForward and in formative. ehanees are a teehnologieal option might he appropri~ ate. Although the use of instantaneous and el’l‘ieient eommunieation methods is quite compelling. keel) in mind that written eonnnunieatiun. printed 01' online. eannot replaee the personal interaction N) essential in today's team-based work environments. Employ— ees who are ﬂoors apart or in different ol'l’iees or time zones henefit from email and \\'el> eommunieations. hut two people sitting side by side. or on the same llool‘, shouldn't ham to eomniunieat'e solely hy elee— tronie means. A second question when seleeting among eommu~ Technology offers numerous ath'antages hut a teehnolog— nieation options is whether a permanent reeord ol' the ical channel is not always the communication method ot‘ message is needed 01‘ if a more temporan' form. such as elioiee, Bella'e sending a message. he eeitain the seleeted a phone call or instant me age. would stil'liee. CHAPFEH 5 Communicating He' manually rum-mm 141m 1elamrmhg AllRmlmRxvﬂwlt an» mlhcuvrm‘dx min-u uvilunlmlcdJnuhvlcurmran enema-amt "gm. «m-nwammmmcmm heslipprcswn(mmthe(Hunkantl/utd'haplctm blimnal mum hm dam m.“ any “WWW amt-m am but mutually unt«nemll Immung clpvrmme mtmumgmumnn nyummmuicaddlmu\ hnmuu , my nmfusuhwqmmnglmlnlmtmmnqmmu 83 s-zb Determine Whether the Information Is Personal or Confidential As a general guideline. keel) personal correspondence off-lure if yorr don't want it to come back and haunt you. 5-3a Advantages of Email Electronic mail, or email, offers numerous advantages. Its Widespread availability, convenience, and ease of use have resulted in its skyrocketing popularity. The advan- The content of an email message could have enrbarrass- tages of email are numerous: ing consequences since such documents often become 0 It facilltates the fast, convenient flow of Information a part of public records, and wireless communications among users at various locations and time zones. Mail might be unexpectedly intercepted Your company tech- service is otterr too slow for communicating timely information, and the telephone system is inconve- nically “owns" your electronic communications and, thus, can monitor them to determine legitimate business use or potential abuse. Undeliverable email messages are delivered to a mail administrator“. and many networks routinely store backups of all email messages that pass through them. Even deleted messages carr be “resun‘ected” with little effort, as several public figures discovered when inves- tigators retric ‘ed archived email as evidence in court cases. For“ sensitive situations, a face»to-face encounter is often preferred. S-2c Decide Whether Positive Human Relations Are Sacriﬁced Be wary of rising an electronic communication tool as an avoidance mechanism. Remember, too, that some people do not regularly check their email or voice mail, and some [rave unreliable systems that are slow or prone to losing messages, Some news will be received better in person than through an electronic format, which might be inter- preted as cold and impersonal. Additionally, some people, especially those of certain cultures, prefer a personal meeting, even if you perceive that an electronic exchange of information would be a more efficient use of everyone's time. Choose the cornmunication channel carefully to fit both your purpose and the preference of the receiver. ELECTRONIC MAIL COMMUNICATION nient and costly when mmmunicating with people located in several locations and time zones. For these reasons email is especially effective when sending a single message to several recipients, and when need» ing to communicate 24 hours a di ', 365 days a year. ' It Introasas efficiency. Email reduces “telephone tag" and unnecessary telephone interruptions caused when delivering messages that are unlikely to require a verbal response. - It rodusos zosts. Sending email messages represents substantial sa\ings for companies in long-distance telephonic costs and postal mail-outs. 0 It roduzos paper wasto. Often an electronic message cart be read and immediately discarded without the need for' a printed copy. 5-3b Guidelines for Preparing Email Messages Following these guidelines will enable you to use email efficiently and effectively when communicating with both valued coworkers and outside parties: - Send to single or multiple addresses. The same irres- sage can he sent to one or many recipients simul‘ taneously, Routinely sending an email message to multiple recipients involves keying the email address of each recipient into a distribution list and selecting the distribution list as the recipient. - Provide a useful subject line. A descriptive subject line assists the receiver‘s understanding ofthe message and is helpful for future reference to it, Additionally, As you read in Chapter 1, the continuous evolution of technology has expanded communication options. Email, instant messaging, \Veb communications, and voice and wireless technologies are important tools for accomplishing company goals. In fact. email has overtaken the telephone in terms of the most common workplace communication tool. 3 The ability to rise email communications effectively is essential for success in virtualbr every career. a well-written subject line in an email message will help the receiver sort through rut overloaded mailbox and read messages in priority order. “7hen writingr a subject line, think of the ﬁve W’s—Who, W”hat, When, Where, and Why—to give you some clues for wording For instance, "Bridget Committee Meeting on Thursday" is a more meaningful subject line than “Meeting," PART THREE. Communication Through Voice, Electronic, and Written Messages Copyngm znzrr rcnmc imam; All mm Emmett Mny nnl occupied «tum-r. ltduplrnlcd. m whoknrm ptrn.Due1n chrlmmﬁ "girls. some rim-l |nr|y mm may he supmcswd from ilrccﬁrxrk unﬂatd‘hupkrlsl Editor“! review ins ikcnrd no. any suppressed content than not mutually tom the overall learning espermng’c ("engage Learning mm m; nglil ti. rtmovc additional mm a an, rm rlsuhwqmnl rights witnctmns require it Communicating Electronically New Message To: Pablo Gonzales [pgonzales@conrpulersolutiunsurm] From: jcnnil’cr Reagan [jrea ran@laudericonr] Subject: Laptop Repair or Replacement Needed 0 Includes descriptive subject line. Mr. Gonzales. Please repair or send us a replacement for the laptop computer listed or] the attached sales agreement. It has a faulty cooling fan. You should receive the computer tomorrow via overnight freight. The computer was purchased six months ago under our achc‘rnenl with your Company to provide our salespeople with laptops. The computers ._ 1 i p rrts lLl)l uemcnt Ill ml) for frult} r 1 month \\ 'g":' ne coruid h) viz- Includes signature ﬁle that identiﬁes writer. . Format Pointers spolte with your sales manager. T0111 \\ illdiis. this morning. and he instructed inc to contact yoir for expedited service. Our salesperson Maria Rodriguez eagerly awaits the retru‘ir other la rto 1. Our sales leo ule are hi hlr de )endent on their com mters 1 1 l 1 g ‘ 1 because they spend so much time on the road. 1 Includessingle-spaced, unindented paragraphs and short lines for complete screen display. Uses mixed case for easy reading. Keeps format simple for quick download and compatibility. Thanks. jennifer Reagan ———-———_——— - Restate the subject in the body of the message, The body of the message should be‘ a complctc thought and should not rely on the subject line for“ elabora» tion. A good opening sentence might be a repeti- tion 01" most of the subject line. Ever] if the reader slo'pped the subject line, the message would still be clear: logical, and complete - Focus on a single topic directed toward the receiver’s needs. An elnail message is generally limited to one idea rather than addressing several issues. If you address more than one topic in a single email message, char - s are the recipient will forget to respond to all points discussed. Discussing one topic the introduction, and then divide the message into logical sections for easy comprehension. , Sequence your ideas based on the anticipated reader reaction. As you learned previously, ideas should be organized dcdnctively when a lircssagc contains good news 01' neutral information. inductive organization is recommended when the message contains bad news or is intended to persuado Email messages should be organized according to the sequence of ideas, for“ example, time order, order of importance, or geog» raphy. As a general mic. present the information in the order that it is likely to be needed. For example, describe the nature and purpose of an upcoming meet~ allows you m write a descriptive subject line. and the receiver call ﬁle the single subject message in ing before giving the speciﬁcs (date, place, and time). a separate mailbox if desired. Ifyou must send a shortened terms, The use ol' jargon and technical terms is more common in email messages than in lengthy email, preview the topics to be covered in Make careful use of jargon, technical words, and CHAPTER 5: Communicating Electronically ("imynghi am Fcngzgc imam; All mm mama my ml hcmprcd unnlml. r'duplicmrd. m wholcur m yum. Du: u- rhclmmc "girls. some nmd [tiny conical my be suppressed hum llrc rBouk nnﬂnrcfirmplnllsi Blilonal reriew lm rhemd um an) oppressed mnmm deer not nulendly ullerl the overall Icummg expermm‘z Ccngagc Learning mom I": "arr to remove (“Mn-mat roman: a an» irme llsubwqmm nghu mslnclarns require n 85 business letters. Such shortcuts save time with audi- Do not contribute to email overload. To avoid clogging ences who will understand the intent. In practicing errrpathy, however, consider whether the receiver the system with unnecessary messages. follow these simple guidelines: will likely understand the terms used 0 images can be either integrated into the content of the email or‘ attached as supporting material. with the original writer’s permission. 0 Never address an email requesting general action to more than one person if you want to receive an individual response. Sharing responsibility will ' Raviso your email before sanding. Even the average lead to no one taking responsibility. email requires at least one pass to ensure that the intended message is clear, concise, and error-free The number of passes increases depending on the number ° Avoirl sending formatted documents Messages with varying fonts. special print features (bold, italics, etc.), and images take longer to download, ofpeople receiving the email and the complexity of the message. Revising for brevity and conciseness is require more storage space, and could be unread~ a primary goal for“ messages that are often read on able on some computers. In addition, enhancing the rim and on mobile devices. Keep to one screen, routine email messages does not support the goals eliminate redundancies, and tighten wording. Avoid of competitive organizations, and employees, cli- off-topic material that detracts from the emails single ents, or customers might reserrt such frivolous use subject, as well rm clever or amusing statements that are funny only to the writer4 Direct, concise messages sometimes sound impersonal and curt if not revised for goodwill Question whether a phone call would of time ° Edit the original message when you reply to email if the entire body of the original message is not needed for context. Instead, yorr can cut and paste pertinent sectiorrs that you believe will help the recipient understand your reply. You can also key brief corri- be more appropriate for the message; a businesslike, yet conversational tone might sound less aggressive or demanding. Revise emails to achieve a similar rrrerrts in all caps below the original sectiorr. tone.5 Use the email spell checker and then proofread onscreen for‘ content and grammatical errors. 0 Follow company policy for personal use ofernail. Obtain a private email account if you are job hunting or sending many private messages to friends and relatives. 5—3c Effective Use of Email The email message in Model document 513 illustrates Uso omail sol-(lively. Send short. direct messages for“ guidelines for using professional email. The sender begins the email message by announcing the topic of routine matters that need not be handled immedi- enhanced shipping services. The paragraphs that follow include timely instructions to find more detailed pickup quick updates, or“ addressing other uncomplicated issues). and delivery times as well as how to schedule sem'ce. Although email offers various advantages in speed taining sensitive, highly emotional messages could be and convenience, problems arise when it is managed inappropriately. Learning fundamental netiquette. the buzzword for proper behavior on the Internet, will ensure your orrline success. The following guidelines will assist you in using email effectively: ° Cheek mail prompﬂy. Generally a response to email is expected within 24 hours. lgrroring messages from coworkers can erode efforts to create an open, honest, and cooperative work environment. On the other hand, unique“: the buzzword for propel behavior on the internet 86 Be certain individuals need a copy of the email, and forward an email from another person only ' Use graphic highlighting to add emphasis, Enurne ‘ated or bulleted lists, tables, graphs, pictures, or“ other ately (scheduling meetings. giving your supervisor Do not send massages when you are angry. Email con~ easilyf misinterpreted because of the absence of non» verbal communication (facial erqrressions, voice tone, and body language). Sending aﬂmrrc, the orrline term used to describe a heated, sarcastic, sometimes abusive me' e or posting. might prompt a receiver to send a retaliatorjx' response Email messages writ» ten in anger and filled with emotion and sarcasm could result in errrbarr'assmeut or even end rip as evidence in litigation. Because of the potential dam» responding every second age to relationships and legal liability, read email could indicate that you are paying more attention to messages carefully before sending them. Unless a response is urgent, store a heated message for an your email than your job. hour until you have cooled off and thought about the PART THREE. Communication Through Voice, Electronic, and Written Messages Cmyngm mar Ftnygc karma; arr mm Farmed May no! hemmed wnnltdr ltduplrnlcd. m mum in yhrll.Dilc1n cream“ "gins. mm mm mm conical may he «mama 1mm the mark unﬂawﬁm’lk‘rhl Editorial review ins amid mm any (rppmswd enmcnr am not nulnnally arm its: overall learning expcrmngm,Ccngagc Learning mmtyu m; far it. mm additional runrem a an, im rlsuhwqmnl "gr-it restrictions reqrnm a New Message To: Freda Ruiz [fruiz@happ) om] From: Martin Clll’ﬁll [incurtin@speed\press.com] Subject: Enhanced delivery service o Provides subject line that is meaningful to the readerand writer. Hi Freda. SpeedXPress has resumed its regular pickup and delivery schedule foi' ﬁ'eiglit packages. You can now take advantage oi‘ more frequent pickup and delivery 0 Includes a salutn tion and closing to personalize the times h) ensure faster service to iour customers. For“ schedule details. please gt) to our coinponywebsite: W\“V.speetlvpressLﬂni. To schedule a pickup please Lise the same website. W) are able to prmide message. same—(lay servi ce fni- last—minute shipments, You may also call our automated scheduling systeiii at 1-8 ‘8-422-751313. Conveys a short, concise \Ve look forward to providing you the fastest delivery services in the NewYork message limited to one idea and one screen. ill'E‘kl. Regards. Martin Cnrtin. Operations F— New Message To: Linda Rolwits. Loan Officer Provides subject line that is meaningful From: Iuan Alvarez, Director of Loan Compliance to the reader and Subject: New Policies Affect Loans to Real-Estate Investors the writer. Linda Please llt‘ aware of Lhe nei ' policies regarding mortgages to real-estate investors. Loans can no longer he made to mortgage applicants who all-eathf have four or more outstanding mortgages. Because ofthe prohleins caused by the subpiimc lending situation. we are required to limit our exposure to mortgage debt. Applicants who have four or more active mortgages are now considered too rislq because ofa potential lack ul‘liquidit'v in their current asset portfolio. You will find this latest policy change attached to this message. Please come by my office if you have additional questions after reading the attached policy statement. Regards, Juan Format Pointer Campuses short, concise message limited to one idea and one screen. CHAPTER 5: Communicating Electronically Copyright zuzn Ccnpgc Learning All Rip-s sets-mi Mny ml bccurucd um“. nilup|tc1tﬂ. in Mail: mi. rum. rm In menu“: right», sum mm [lirlytunlcnl may he suppressed [mmiheckonk unworecmpmm Editorial mam bummed mmuy opp-mu cnmenl am not mutually mm in: uvzmll lemming unaware-wag Leaning mom lit up: w renown Mlnnd mun ill any mm illuhscqmmnghis Inlncmm K‘qlllm u 87 issue clearly and rationally When you must respond immediately, you might acknowledge that your response is emotional and has not been thoroughly considered. Give this warning by using words such as “I need to vent my frustration fora few paragraphs" or “flame on—I’m writing in anger.”“ ' Exercise caution against email iruses and hoaxes. An ounce of prevention can avert the problems caused by deadly viruses that destroy data files or annoy» ing messages that simply waste your time while they 0 Set up separate accounts for receiving messages that require your direct attention. = Keep your email inbox clean by reading an email and taking action immediately Delete messages you are not rising and those not likely' to be corr- sidered relevant for“ legal purposes. 0 Move saved messages into a limited number of email folders for quick retrieval. The email search feature is also useful for identifying saved messages quickly If you receive many messages. consider are executing. Install an mitiuinrss ft ‘arc program setting up your account to sort and prioritize mes- that will scan your hard drive each time you start sages, send form letters as replies to messages received with a pau‘ticuiar subject line, automatically forward specified email, and sound an alarm when the computer or access external devices. and keel) backups of important ﬁles, Be suspicious of email messages that contain attachments if they are from people you don't know. Email text is usually safe to open. but the attachment could contain an execut» able file that can affect your computer's operations. you receive a message from a particular person. - To Recap—Email Advantages ° MySpace are also common sources of muses and spyware. ' Additionally. be wary of computer humans—entail messages that incite panic. typically related to risks of computer viruses or deadly threats, and urge you to forward them to as many people as possible. Forwarding a boat can be embarrassing and causes inefficiency by overloading email boxes and flood» ing computer security personnel with inquiries from alarmed recipients of yotu' message. Investigate the pos ble boat by visiting websites such as the follow- Allows communication 24 hours a day, 365 days a yearr' Social networking sites, such as Facebook and ° Reduces telephone interruptions by delivering messages that are urriikely to require a verbal response 0 Saves companies the costs of long-distance telephone bills and postal mail-outs ° Reduces the need to print messages - To Recap—Effective Use of Emall ° Check email promptly. 0 Do not contribute to email overload 5 Use email selectively'. ing that post virus alerts and boat information and provide tips for‘ identifying a potential boat: 0 Do not send messages when you are angry. 0 0 Exercise caution against email viruses and hoa‘tes. ° Develop an effective systerrr for handling emailr Urban legends: www,rrrbanlegendscom o Snopes: wwwsnopescom 0 Truth or Fiction: \vww.t1uthorfiction.com If a bogus message is forwarded to yotr. reply to the person politely that the message is a hoax. This action allows you to help stop the social networking sites spread of the malicious websites that provide virtual message and will educate communities in which people one more person about the evils of hoaxes. with shared interests can communicate instant messaging (III) a real-time email technology that - Develop an effective system for handling email. Sorrre simple 5-3d Instant and Text Messaging Business use of instant messaging (IM) has seen phe» nomenal growth. Analysts estimate that in 90% of com— panies, some employees use IM, whether to close a sale, collaborate with a colleague, or just trade pleasantries with a colleague.T This real-time email technology allows the sender to know when someone is available to respond immediately. The best-known IM prrgrams are free and require no sender and receiver who are organization will allow online at the same time can type messages that both see immediately special hardware and little training. \Vith some programs. users can exchzurge graphics and audio and viderr clips To you to make better use of" yom' email use instant messaging, you maintain a list of people with whom you want to interact. You can send messages to any or blends email with conversation; 88 capability: all of the people on your list as long as the people are online. PART THREE. Communication Through Voice, Electronic, and Written Messages Cmyngln mm my“ mmmg All my“ Run-vest Mny rm Mcuprcd wanna. tnruprrmu. m umlcnr in pan. Due in electronic nghls, 5am: rim-l mm mm may he wwmmr rmmmccxmk unﬂattfhupk-rl\l Editorial review in: amid |hu| any itppmxwrl rumem run not marginally mm [in overall Icammg cxpﬂ'mnx,€cngng¢ Learning mmnu m: “an in mm gram-a eunrem a any rm rlsuhwqrmnl nghu restrictions reqrnm u \x Alisan:>>Is this a goo(l ﬁnie to talk about the Thomson software project? Marla» >Sure. What do u have? Alisan:>>I've talketl to Jana about the delay that came up in our last convo. i\'larla:>>Great. \\'i.ll this cause problems with the (herd? o Keeps conversation Alis‘an:>> Hard to say without scheduling a meeting with them to discuss briefby limiting it to a few short alternatives. Marla:>>IC. What about making changes on oiir end instead'.3 Alisan:>>lt might mean some cost cutting or other cutbacks. Marlaz>>Should we schedule a meeting with the team? sentences. l\/[arla:>>Ahsolutely. “lien can u meet? Enter your message here. please Alina F/Shullerstock.cnm Alisan:>>Yes. Can you take care of that? Alisan:>>Any time this week after lunch. CU then. 0 Opens message by ”krrotking"to ask if he is interrupting. 0 Uses a few easily recognized abbreviations and acronyms but avoids informal slang that could be confusing and unprofessional. o Uses instant messaging to arrange for sudden report revisions. Sending a message opens up a window in which you and your contact ctur key messages that you both can see immedi~ a cellphone to a computer. or computer to computer. Text messaging on a cellphone or personal digital ately. Model document 5C illustrates a sample IM conversatiori that occurred to arrange fOl‘ last-minute project changes The typical cellphone screen can accommodate no more assistzint is a refinement of computer instant messaging. Many of the guidelines that apply to the use ol'email than 16() characters, and because the keypad is far less for“ business purposes also apply to instant messaging. versatile, text messaging puts an even greater premium on conciseness. An entire code book of acronyms and abbreviations has emerged, ranging from CVVOT (com- With IM, however. spelling and grammar matter less when trading messages at high speed. 1M users often use shorthand for common words and phrases. IM and telephone comrnuni Nation also share common challenges: being sure that the sender is who he or“ she claims to be and that the conversation is free from eavesdropping. Some managers worry that employees will spend too much work time using IM to chat with buddies inside and outside the company They also emphasize that IM is not the riglrt tool for every business purpose. Employees should still rely on email when they need a record and use the telephone for a personal touch plete waste of time) to DLTBBB (don't let the bed bugs bite) The use oi'ernoticons has also advanced far beyond the traditional smiley face and includes drooling (:-)...) and secrecy! (:X). Inventive and young users frequently insert their own style. substituting “z" for “s or “d" for" “th.” Shortened lingo or“ text gets right to the point. For“ instance, a sender might send the following message that can he easily dcciphcrcd by most: “Pk 11 up ©7130.“ Cellphone programs are also available to assist in efficiency when textingt T9 (text on nine keys) and similar pro- Text messaging has grown in popularity as cellphones and other handheld devices with text capability have prolifer- grams use predictive text to ﬁnish words alter the first few characters are keyed. T9 can be “trained" to rec- ated. Messages can he serit from one cellphone to another, ognize ncw vocabulary.“ 5—3e Text Messaging text messaging messages that can be sent from one cellphone to another, a cellphone to a computer, or computer to computer; a reﬁnement of computer instant messaging CHAPTER 5: Communicating Electronically Cimynght 11111! 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Text messages car] he sent or' retrieved in situa- ing in some parts of the world where voice conversations tions when a ringing phone would be inappropriate, suclr are more expensive than textiiig and short conversations Chinese language is particularly well suited to text irres- as during meetings. \\’ith research showing that many more text messages are opened than are email messages, advertisers are using text messages to send their mar keting messagesm Refer“ to Figure 51. which compares saging because in Mandarin the names of the numbers the completeness and relative formality oi' an email irres- are considered impolite Some of the most avid users 01‘ text messaging are clustered in Southeast Asia. The are also close to the sounds of certain words.” ]apanese sage to the informal nature of the instant message and commuters use their cellphones to text silently, as talkingr the abbreviated style of the text message. Each medium 011 a phone on the train would be impolite. In the United requires its ovm appropriate writing style to maximize States, teenagers have popularized texting and carry the effectiveness and social expectations. habit into places of work Botlr abroad and at home. text mess girrg can be rrsed as an avoidance mechanism that preserves the feeling of communication without the bur- 5-3f Electronic Messages and the Law den of actual intimacy or“ substance Most text messages US courts have established the right of companies to are superficial greetings and are often sent wiren the two monitor the electronic mail of an employee because patties are within speaking distance of each other: Like a they own the facilities and intend them to be used for“ wave or nod. they are meant to merely establish connec- job-related communication only, On the other hand‘ tion without getting speciﬁc. employees typically expect that their email messages will L UF FUHMALITYH OUIHED VARIOUS TECHNOLUGI \ ginger (omnuuu veering yr. mm . . srmgtr Budget Committee Meeting new man m; rmr-mhermnrmu mamtr s hmgermmmrae mung m M and (“Thursday hegrmmg a the m ,. mmsuw wﬂurzmsrwm m mm Me agndn tn memeetmg mum to m mange Asmscusssdlr hsimanmsmezirrig wewllnswss y: 5 MA“, tamldepanmnulexwnmnyﬁvermntnextﬁml m ’ Pins: may your New vitamins" rm M-iwnrzu ‘a in. New; lav mmenx purposes mat lmwzm tndrsurssmg wurretnmenﬂalnns tnrvmxr m, Regards m meow Dpzumn» INSTANT MESSAGE nu mm ”mm“ can i make a manger mlﬂ anfrr 3/1213! lDrm n. Sure m (lr mv talenﬂar Int m m m, rum-vim“ Diana ans mm mm mm mm 90 PART THREE. Communication Through Voice, Electronic, and Written Messages Copyright 2011! may mm.“ All Rust-s Rcmwd my ml hemmed Knnmti. rnluplrmcd. m whirl: m m m. Due in mum-K nghls. «mic nmd Fifty mmcm may be suppmmr rmm lhc rBmk nnﬂrircfiu'vlrllst summit "mt-w lm chmd rlm an) twisted crrnlcnr m, not nulendly mm the uvcmll learning experienrt Ccngagc Leaning mwrwb n: nyrt m remove (“Mn-moi runrem it an» [mic rlsubxcqmm nghn mmcmm require it be kept private. To protect themselves against liability imposed by the Electronic Communications Privacy Act ' Including inappropriate content in an email can (ECPA), employers simply provide a legitimate business humiliate and lead to indictment. Detroit Mayor Kwame Kilpatrick and his chief of staff were charged reason for the monitoring (e.g., preventing computer crime, retrieving lost messages, and regulating employee obstruction of justice when text messages exchanged morale) and obtain written consent to intercept email or at least notify employees. Employees who rise the system after" the notification may have given implied consent to the monitoring." The legal status of text messaging has been murkier: A 2008 court ruling made a (listinction between electronic conmnrnications employers store on their serv~ ers and communication that is contracted out to third parties. Employers must have either a warrant or the employees permission to view messages stored by some— one other than the employer. Employers who intend to monitor electronic communications must be speciﬁc in their written employee policy statements that they intend to access text messages sent with company-issued (levices. ‘1 Remember that you are responsible for‘ the content of any electronic message you send Because electronic in a 12-count indictment including perjury and between the two were revealed. The pair's secret love affair played out in the messages was also dis~ closed to a shocked public.“ The press dubbed the resulting disastrous professional result as “death by Blackberry." 0 Failing to preserve, or destroying, email messages in violation of securities rules is a sure path to destructionr Deleting Enron scandal~related messages led to Arthur Andersen’s criminal conviction and eventually to Enron's implosion. - Inability to locate emails and other relevant docu~ ments demanded by the courts is unacceptable and considered negligence by the courts. Penalties have included monetary fines, assessment of court costs or' attorney’s fees, and dismissal of the case in favor of the opposing side.‘5 messages move so quickly’ between people and often On the other hand, evidence mail can protect a comA become very informal and conversational, individuals might not realize (or might forget) their responsibility. pany from lawsuits. A company being sued by a female If a person denies commitments made via an electronic message, someone involved can produce a copy of the message as veriﬁcation. Electronic communicators must abide by copyright laws. Be certain to give credit for quoted ruaterial, and seek permission to use copyrighted text or graphics from employee because a male executive had allegedly sexually abused lrei' retrieved a trail of emails with lurid attachments sent by the female employee to the male executive named in the case.“ Tr) avoid the legal perils of electronic communi 1 tions, employees must be taught not to write loose, poten» tially rude, and overly casual messages; to avoid carelessly printed or electronic sources. Unless you inform the deleting messages; and to take the time to identify and reader that editing has occurred, do not alter a message organize relevant messages for quick retrieval. you are forwarding or reposting, and be sure to ask per mission before forwarding it. Federal and state bills related to employee privacy are frequently introduced for legislrrtive consideration Although litigation related to present privacy issues is WEB PAGE COMMUNICATION AND SOCIAL MEDIA rurderwa)‘, the development of law is lagging far behind technology; nevertheless, employers can expect changes in the laws as technology continues to develop. Electronic messages have ofterr become the prosecutor's star witness. the corporate equivalent of DNA evidence, as it Most organizations now have their own websites to accomplish a number of activities, such as updating employees and customers about organizational changes; selling products and services; advertising employment and other forms ofelectronic communication are subject opportunities: and creating a first point of contact for to subpoena in litigation. Referring to this issue, former customers through order entry, customer service sys~ New York Attorney General Eliot Spitzer 11 ad this to say: “Never write when you can talk. Never talk when you terns, arid online call centers. Although effective web page development is a highly specialized activity, under» can nod. And never put anything in an email [that you standing the proce s will be useful to any business corn- don’t want on the front page of the newspaper]."” Several municator. Organizations can use the Web not only to perils of “evidence” mail that companies must address are illustrated in these cases: communicate with customers and clients but also to interact with business associates. CHAPTER 5: Communicating Electronically Cmyngm znzﬂ ("engage karma; All mm Banned Mny ml hemmed wnnltdi ltduplrnlcd. m “mlcnt in mm, Due u- claim": "gins, 541m: rim-l |nny tank-ill may he wpmwa Immmccﬂmk unamcmpum Editorial review ins mm mm any xwpmswtl ramcnr am not mutually tum ttl: overall Icummg expcrmnct, ("engage Learning mm m; w. m mm addmnnml runtem a an, [mm a subwqmm ngms milnclnns requlm ii 91 HEET Tl The following tips will help you compose appropriate Web content:” b Be brief. A good rule is to reduce the wording of any print document by 50% when you put it on the Web. b Keep it simple. Use short words that allow for fast reading by people of various educational backgrounds. Use mixed case because all caps are slower to read. ea ) Consider appropriate jargon. If all of your site users share a common professional language, use it. Otherwise, keep to concise yet effective a> E 3 word choices. z D Use eye-catching headlines.They catch interest, ask a question, present the unusual, or pose a conﬂict. } Break longer documents into smaller chunks. Provide ways to easily move through the document and return to the beginning. > Use attention-getting devicesjudiciously. Bolding, font changes, color, and graphics do attract attention but can be overdone, causing important ideas to be lost. 9 Avoid placing critical information in graphic form only, Many users are averse to slow-loading graphics and skip over them. lions of people with permanent or temporary disabili- Web users do not want to lead. They skim, browse, and hop from one highlighted area to another trying ties, including visual impairments, is goiicl for business.IT to zero in on the word or phrase that relates to their Research by the 2004 Disability Rights Commission has toiiiicl that the websites that were most accessible for users with disabilities were also easier for people without search. Designing web pages that are accessible by the mil- disabilities to operate, with some online tasks performed 35% faster on the more accessible sites.“ US businesses have legal requirements for online content to be available to e\'e1yone under equal opportunity and antidiscrimimltioii laws. The National Federation ol‘ the Blind ﬁlecl a class action suit against Target Corporation because the online store oﬂei'ecl values that could not be accessed by screen reader software?“ The W *b Content Accessibil— ity Guidelines proﬂded by the World Wide Web C011sortiums (WSC) at \V\\wv.\v:3.org are helplul resources for ensuring \\’el) acc-essibilibf. The same group has also developed Mobile \Veb Accessibility Guidelines for making websites usable from mobile devices. 5-4a Wri ing for a Website Many of the same standard rules for writing apply, whether writing for‘ the Web or print. However, some important differences exist between readers of paper material and Web users”: 92 English»speaking readers apically start scanning at the tol) left side ofthe main content area. Their attention moves From top to bottom and from left to right. Given this pattern, placing frequently accessecl items close to the top ofthe content area is important, Information should follow the pyramid style of writing that is common in newspaper writing: the main idea or conclusion is presented ﬁrst, and subsequent sections and pages expand upon it. Users can more quickly scan items in columns rather than rows, especially if they are categorized, grouped, and have headings. You call have more lists on the Web than in a typical print document. Users refer infrequently to directions It is unlikely they will read little notes, sidebars, and help tiles, so directions must appear in simple, numbered steps. In recognition of these \Veb user characteristics, writers should tailor their styles accordingly. PART THREE. Communlcation Through Voice, Electronic, and Wrltten Messages Copyrighl mm L'cnplgc imam; All Rigid: Buoyed May ml hccupicd mama. inluplmlrd. in Windsor!!! yum. Due m chclnunc "we. some mm my mm" may he suppmmi [mm the amt imﬂonfimplcrlxl Blimmi renew has mm mama) “pp-ma mum rim mt materially any! line overall Ieammg expemm‘t,('cngagc Leaning mwrvu m: nglil to remove addilunml rantem at an» time “snowman rights restrictions require a Effective \Veb writing involves moving beyond the and General Motors, encourage blogging arrrong paper mode into the \Veb mode of thinking. Understanding the distinctive expectations of\Veb readers will allow employees?3 Arr effective corporate blog begins with a you to structure your ideas effectively and efficiently. clear goal, such as winning business or building customer loyalty, and their provides relevant, frequently updated information for the target audience to return to regu- 5—4b Social Media Web 20, which encourages online interaction. made it possible for people to participate on the Web. Unlike web pages, which are not generally interactive, social media enables people to connect online and have a conversation. Web 2.0 technologies include blogs, \vikis, video, anti social networking sites that enable users to generate their own content. More and more organizations are using social media tools to communicate with customers Seventyarine percent ol’tlre Fortune Global 100 tompanies rise at least one offour social pl atforms—Facebook, videos. Twitter, and blogs—for As nith company websites, most employees this purpos larly. Like other effective \Veb cornnurrrications, blogs must be promoted creatively to attract avid readers.2G Internal blogs can be established that are not published to anyone outside the company. They present simi» lar legal issues m those surrounding email and instant messaging. One of the most important considerations is whether posts are truly anonymous. The potential for anonymous speech creates an atmosphere that can encourage irresponsible behavior, such as harassment, defamation, and gossip To reduce this problem, IT pro- fessionals can configure internal] blogs so that all users can be identified, at least by the cornpar ' are not responsible for posting to their organimtion's social WRITING WIKIS media platforms, but as with web pages, employees should Although a traditional website’s content is usually con» understand the process and expectations for doing so trolled by the sponsoring individual or agency, a wiki is WRITING FOR WEBLOGS a collabrnative website that hosts the collective work of many authors. Similar to a blog in structure and logic', A weblog, or blog, is a type of online journal typically a \viki allows anyone to edit, delete, or modify content, authored by an individual and does not allow visitors to even the work of previous authors. Although allowing change the original posted material, but only to add corn- everyday users to create and edit a website encourages mentsr Some of the millions ofblogs now populating the cooperative use of electronic information, the content \Veb are online scrapbooks for pasting links, information, and quotes. Some resemble personal diaries, often posted at such sites shorrld not be considered authorita- illustrated with digital snapshots Others serve as digital sty‘le and conform to the tone and flow of the existing tive, When \viki writing, avoid the ﬁrst»person blogging soapboxes, providing a platform for airing opinions and article. \Vilds are not typically the place for personal opin» commentary about the world at large or on a special ion and analysis. Instead, present factual information in topic of interest. Users (known as bloggers) add entries (referred to as posts) using a siruple online form in their browsers, and the weblog publishing software takes care clear. concise, and neutral language?“ of formatting the page layout and creating archive pages.23 be updated in real time, without any real administrative Blogs differ from websites in that blogs are dynamic, with rapidly changing content that does not require effort, and Without the need for deliberate distribution. authorization to post. The creator of the message does V’l’ik‘is facilitate the exchange of information within and not have to be familiar with special coding and uploads a between teams. They allow maintenance of a series of Many businesses make rise of wilds to encom‘age free ﬂow of ideas within the organization. Content in a \viki can Contributors simply visit and update a common website. message simply by clicking the “Publish" button?“x Blog— unique documents with evolving content. Placing a doc- girig allows average citizens to betoiiie publisher's. Blog- ument in a \viki does not necessarily make it editable by gers, however, should write each post with the realization everyone with access to the wiki. For example, the market- that it is publicly available. ing department can make a PowerPoint slide deck available including commercial publishing, marketing, and as a to the sales team or the com» pany at large without letting knowledge management tool. Blogs can store knowledge them chi age or overwrite it. in searchable archives for future use. This function can Most companies implement by an individual, that does not be lrelpfrrl, for example, for‘ service teams as they 5 “arch their wilds behind a ﬁrewall to limit participation to their internal user base?3 original material posted, but only to add comments Blog formats have been adapted for business uses, past communications to troubleshoot current problems. Many companies, such as Microsoft, Sun Microsystems, woblog (or blog) a type of online journal, typically authored allow visitors to change the CHAPTER 5: Communlcatlng Electronically Cmynght 11111! ("engage Learning All my“ mum Mny ml Mcuprcd wnnltdr ltduplrrlcd. m wildcat m nun. Due in rhclmni "grin. 5am: mm] mm mm may he snpymwnl Immtnc (Book unﬂonflmpk'rhl Editorial "view has wand mm any opp-mm rnmenr don not rmlcnally uﬂm til: overall Icummg expcrmnrtfcngagc Learnmg mum m; nglrl m remove additional mmem a any rune llsuhwqmm rights wstnclnns requrm n 93 OCIAL APPS FOR WORK Zapier is an online automation tool that connects your favorite apps, such as Gmail, Slack, MaiIChimp, and more than 1,000 others. Zapier allows you to connect two or more apps to automate repetitive tasks without coding or relying on developers to build the integration. It's easy enough to use that anyone can build their own app workflows with just a few clicks. For example, maybe you get a lot of email attachments in your Gmail account and you want to save them to Dropbox. Every time you get an attachment, you could open up the email, click E 2 Q if 3 E. on the attachment, and then save it to Dropbox. Or you can have Zapier automate this for you, saving you time and effort. Other workflows that can be created include: t Automating your social media presence by sending new RSS items to Facebook as posts ) Keeping projects organized by copying newTreIIo cards into Evernote P Staying in touch with prospects by adding form respondents from Typeform to your mailing list in MaiIChimp b Making sure your team never misses a meeting by notifying a channel in Slack of upcoming Google Calendar events SOCIAL NETWORKING Social networking sites are for communities ofpcople who share conrinon interests or acti rties, Common social networking sites include Facebook. LinkedIn, areas: communicating honestly aird ethically. protecting the corporations proprietary information and employee privacy, and irraintaining the employee's credibility and the organizations reputation. Twitter, and YouTulrc. Early on, social networking site’s ' Communicate honostlyand ethically. When using social were used largely fm‘ making personal connections. but more and more. companies are using them to interact media platforms. writers should be transparent about who they are. who they work for. their role. and with customers. Companies srrcb as Dell and Southwest whether they have a veste(l interest in an issue. Coir- Airlines employ “corrrmurrities and conversation teams" tributors should write about their area of expertise. or‘ a “social media team" who track comments posted on For example. a marketing specialist should not con— sites such as Tm‘tter, YouTube. Flickr‘. and Facebook: ver- tribute information about human resources practices. ify facts; and respond quickly to any customer complaint appearing in cyberspace. In addition to being an early warning system. these orrline conversations ar'e sources of feedback on customer needs and pain points that lead to innovation in products and sen’ices.“' CONSIDERATIONS FOR SOCIAL MEDIA USE As the use of social nredia platforms becomes more common in or'gmrizational settings. more companies . Protect the company's proprietary and employees' private information. This should be obvious. Shar‘ ing proprietary information can cost an organization thousands or millions of dollars, Sharing private employee inforrrration can expose the writer and the company to legal damages and may endanger or“ harnr individuals if personal addresses or information that enables identity theft is publicized. ' Protect yours as well as the company's reputation. are creating policies to ensure that employees use them When communicating on social media sites. the responsibly. Harvard University. Intel Corp., and rrrcdiv writer should be concerned about projecting a cal and religious organizations all have policies for use of professional persona for him or berselfas well as a reputable image of the corrrpany. Making negative sociarl media, Typically. these policies address three broad PART THREE. Communication Through Voice, Electronic, and Written Messages (‘omnghi I'llll'cngagcharmng 1\IIR|;)I~ mama I\|iiv m. hcuiprcdt kunll'il wilunlnrlcdnnwl-rlc ”min..." omucimm nghi\.«iwrihnil pmwmcm may imupprmmimmiimamkmid/uncimpmm Ediionai mi. has tkcmcd ilm any upprcw'il convent dam mt mutually him it! own" learning experience Ccttgagc Learning rcwivc- a: “an a. removc Julianna mm.“ a in» lune tlsuhwqmnt nghu mincmm rcqurm n statements about competitors, super-visors, colleagues, or company policies may expose the coritributor to disciplinary measures or the company to legal threats or bad publicity. QVUICEANDWIHELESS COMMUNICATION Not so long ago, voice communication referred strictly to communication over phone lines md using the telephone effectively is still air important skill in any pro- fession. Although the traditional telephone still plays an important role in business activity, voice communication extends to voice mail systems arid cellphone usage Botli voice and data caii be transmitted now rising wireless ' Leave a detailed message, not just your name and number. to avoid prolonged phone tag. 0 Keel) your message brief, typically 60 seconds or less. - Ensure that your message will be understandable. Don't call from places with distracting background noise or an inadequate signal connection, The sound ofyour voice makes a lasting impression on the many people who listen to your greeting or the messages you leave. To ensure that the impression you leave is a professional one, review your voice greeting before you save it. Rerecord to eliminate verbal viruses (“um, uh," stumbles), flat or monotone voice, and garbled or rushed messages that are difficult to understand. Consider scripting the message to avoid long, ‘ambliiig messages. As you are recording, stand, smile, communication systems. and visualize the person i'ecei\ing the message; you‘ll hear the added energy, enthusiasm. and warmth in your S-Sa Voice Mail Communication voice. B Remember that the voice mail message you leave should be seeii as permanent, In some systems the (ligiA tal files are backed up aiitl stored for possible retrieval Voice mail technology allows flexibility' in staying in touch without the aid of a computer an(l reduces telephone tag. just as email communication can be enhanced by adheiu ing to some basic principles. voice mail communication by managers or other company personnel A voice mail message can also be used as evidence in a lawsuit or other caJi be more effective by following these recommended guidelines“: legal proceeding.‘>I - Update your greeting often to reflect your schedule s-sb Cellphone Communication and leave special announcements. - Leave your’ email address, fax number, or mailing address on your greeting if this information might be helpful to your callers. Cellphone use has significantly enhanced the ability to communicate when away from the office. It has also been shown to (h'amatically improve performance among sales» persons by improving their outreach to clients.“ Unfor- - Encourage callers to leave detailed messages. If you need certain standard information from callers. use your greeting to prompt them for it. Such informa» tion often eliminates the need to call back. policies for proper cellphone use. According to a recent - Instruct callers on how to review their message or to poll, almost 7 out of 10 Americans say they observe poor be transferred to an operator. - Check your voice mail regularly, and return all voice messages within 24 hours. When leaving a message, you can improve your com— tunately, the increasing functionality and ease of use of cellphones have led to their misuse in many cases. In order to address this, some employers are developing cellphone etiquette at least once every day.SG Cellphone abuse in the workplace causes annoyance and intrusion that leads to iiiefl'cctiveiiess and can endanger employee safety. Your attention to a few commonsense guidelines munication by following these tips“: will help ensure that you are not seeii as a discouiteous cellphone llsei. . - Speak slowly and clearly, and repeat your name and phone number at the beginning and end oi'the ' Be aware of zompany cellphone po message. ' 5 and obey them. Some companies do not allow cell1)hone rise for per- Spell your name for the recipient, who might need sonal reasons during work hours. 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