Excellence in Business Communication (10th ed) Bovée & Thill 2013 PDF

 ® MyBcommLab MyBcommLab is an online assessment and preparation solution that helps you actively study and prepare material for class. Chapter-by-chapter activities, including study plans, focus on what you need to learn and to review in...

 ® MyBcommLab MyBcommLab is an online assessment and preparation solution that helps you actively study and prepare material for class. Chapter-by-chapter activities, including study plans, focus on what you need to learn and to review in order to succeed. Visit www.mybcommlab.com to learn more. This page intentionally left blank  Tenth Edition Excellence in Business Communication This page intentionally left blank  Tenth Edition Excellence in Business Communication John V. Thill Chairman and Chief Executive Officer Global Communication Strategies Courtland L. Bovée Professor of Business Communication C. Allen Paul Distinguished Chair Grossmont College Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico City São Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo Editorial Director: Sally Yagan Creative Director: Blair Brown Director of Development: Stephen Deitmer Senior Art Director/Cover Designer: Kenny Beck Acquisitions Editor: James Heine Interior and Cover Designer: Laura C. Ierardi Director of Editorial Services: Ashley Santora Cover Image: Open book/Shutterstock/EDHAR; Laptop Editorial Project Manager: Karin Williams computer/Shutterstock/Ljupco Smokovski; Goldfish/ Editorial Assistant: Ashlee Bradbury Shutterstock/Carlos E. 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Microsoft and/or its respective suppliers may make improvements and/or changes in the product(s) and/or the program(s) described herein at any time. Partial screen shots may be viewed in full within the software version specified. Microsoft® and Windows® are registered trademarks of the Microsoft Corporation in the U.S.A. and other countries. This book is not sponsored or endorsed by or affiliated with the Microsoft Corporation. Copyright © 2013, 2011, 2008, 2007, 2005 Bovée and Thill LLC. All rights reserved. Manufactured in the United States of America. This publication is protected by Copyright, and permission should be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. To obtain permission(s) to use material from this work, please submit a written request to Pearson Education, Inc., Permissions Department, One Lake Street, Upper Saddle River, New Jersey 07458. Many of the designations by manufacturers and seller to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations have been printed in initial caps or all caps. Library of Congress Cataloging-in-Publication Data Thill, John V. Excellence in business communication / John V. Thill, Courtland L. Bovee. — 10th ed. p. cm. Includes bibliographical references and index. ISBN-13: 978-0-13-271904-9 ISBN-10: 0-13-271904-5 1. Business communication—United States—Case studies. I. Bovée, Courtland L. II. Title. HF5718.2.U6T45 2012 658.4’5—dc23 2011034901 10 9 8 7 6 5 4 3 2 1 ISBN 10: 0-13-271904-5 ISBN 13: 978-0-13-271904-9  Contents in Brief Preface xviii Prologue xxxi PART 1 Understanding the Foundations of Business Communication 1 1 Achieving Success Through Effective Business Communication 2 2 Mastering Team Skills and Interpersonal Communication 34 3 Communicating in a World of Diversity 66 PART 2 Applying the Three-Step Writing Process 93 4 Planning Business Messages 94 5 Writing Business Messages 123 6 Completing Business Messages 153 PART 3 Crafting Brief Messages 181 7 Crafting Messages for Electronic Media 182 8 Writing Routine and Positive Messages 223 9 Writing Negative Messages 254 10 Writing Persuasive Messages 291 PART 4 Preparing Reports and Oral Presentations 325 11 Planning Reports and Proposals 326 12 Writing Reports and Proposals 367 13 Completing Reports and Proposals 409 14 Designing and Delivering Oral and Online Presentations 452 PART 5 Writing Employment Messages and Interviewing for Jobs 487 15 Building Careers and Writing Résumés 488 16 Applying and Interviewing for Employment 520 APPENDIX A Format and Layout of Business Documents A-1 APPENDIX B Documentation of Report Sources A-19 APPENDIX C Correction Symbols A-25 Handbook of Grammar, Mechanics, and Usage H-1 Answer Key AK-1 Brand, Organization, Name, and Website Index I-1 Subject Index I-4 vii This page intentionally left blank  Contents Preface xviii IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 32 BUSINESS COMMUNICATION 2.0 Who’s Responsible Here? 25 Prologue xxxi CHAPTER 2 PART 1 Mastering Team Skills and Interpersonal Understanding the Foundations Communication 34 of Business Communication 1 ON THE JOB: COMMUNICATING AT ROSEN LAW FIRM 34 CHAPTER 1 Communicating Effectively in Teams 35 Advantages and Disadvantages of Teams 35 Achieving Success Through Effective Characteristics of Effective Teams 36 Business Communication 2 Group Dynamics 36 ON THE JOB: COMMUNICATING AT TOYOTA 2 Collaborating on Communication Efforts 39 Guidelines for Collaborative Writing 39 Understanding Why Communication Matters 3 Technologies for Collaborative Writing 39 Communication Is Important to Your Career 3 Social Networks and Virtual Communities 40 Communication Is Important to Your Company 4 Giving—and Responding to—Constructive Feedback 41 What Makes Business Communication Effective? 4 Making Your Meetings More Productive 42 Communicating in Today’s Global Business Preparing for Meetings 43 Environment 4 Conducting and Contributing to Efficient Meetings 43 Understanding the Unique Challenges of Business Using Meeting Technologies 45 Communication 5 Improving Your Listening Skills 47 Understanding What Employers Expect from You 7 Recognizing Various Types of Listening 47 Communicating in an Organizational Context 8 Understanding the Listening Process 48 Adopting an Audience-Centered Approach 9 Overcoming Barriers to Effective Listening 48 Exploring the Communication Process 10 Improving Your Nonverbal Communication Skills 50 The Basic Communication Model 10 Recognizing Nonverbal Communication 50 The Social Communication Model 14 Using Nonverbal Communication Effectively 51 Using Technology to Improve Business Communication 16 Developing Your Business Etiquette 52 Keeping Technology in Perspective 16 Business Etiquette in the Workplace 52 Guarding Against Information Overload 17 Business Etiquette in Social Settings 55 Using Technological Tools Productively 17 Business Etiquette Online 56 Reconnecting with People 17 Committing to Ethical and Legal Communication 22 ON THE JOB: SOLVING COMMUNICATION Distinguishing Ethical Dilemmas from Ethical Lapses 22 DILEMMAS AT ROSEN LAW FIRM 57 Ensuring Ethical Communication 23 LEARNING OBJECTIVES CHECKUP 58 Ensuring Legal Communication 25 QUICK LEARNING GUIDE 60 Applying What You’ve Learned 26 APPLY YOUR KNOWLEDGE 61 ON THE JOB: SOLVING COMMUNICATION PRACTICE YOUR SKILLS 61 DILEMMAS AT TOYOTA 27 EXPAND YOUR SKILLS 63 IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 63 LEARNING OBJECTIVES CHECKUP 28 QUICK LEARNING GUIDE 29 SHARPENING YOUR CAREER SKILLS Sending the Right APPLY YOUR KNOWLEDGE 30 Signals 51 PRACTICE YOUR SKILLS 30 COMMUNICATING ACROSS CULTURES Whose Skin Is This, EXPAND YOUR SKILLS 31 Anyway? 53 ix x Contents CHAPTER 3 Analyzing the Situation 96 Defining Your Purpose 97 Communicating in a World of Diversity 66 Developing an Audience Profile 97 ON THE JOB: COMMUNICATING AT IBM 66 Gathering Information 98 Uncovering Audience Needs 99 Understanding the Opportunities and Challenges of Finding Your Focus 99 Communication in a Diverse World 67 Providing Required Information 99 The Opportunities in a Global Marketplace 67 Selecting the Right Medium 101 The Advantages of a Diverse Workforce 67 Oral Media 101 The Challenges of Intercultural Communication 68 Written Media 102 Developing Cultural Competency 70 Visual Media 102 Understanding the Concept of Culture 70 Electronic Media 103 Overcoming Ethnocentrism and Stereotyping 70 Factors to Consider When Choosing Media 104 Recognizing Variations in a Diverse World 71 Organizing Your Information 106 Contextual Differences 71 Recognizing the Importance of Good Organization 106 Legal and Ethical Differences 72 Defining Your Main Idea 108 Social Differences 72 Limiting Your Scope 108 Nonverbal Differences 73 Choosing Between Direct and Indirect Approaches 109 Age Differences 74 Outlining Your Content 110 Gender Differences 74 Building Reader Interest with Storytelling Religious Differences 74 Techniques 112 Ability Differences 76 Adapting to Other Business Cultures 76 ON THE JOB: SOLVING COMMUNICATION DILEMMAS Guidelines for Adapting to Any Business Culture 76 AT H&R BLOCK 115 Guidelines for Adapting to U.S. Business Culture 77 LEARNING OBJECTIVES CHECKUP 116 Improving Intercultural Communication Skills 77 QUICK LEARNING GUIDE 118 Studying Other Cultures 77 APPLY YOUR KNOWLEDGE 119 Studying Other Languages 79 PRACTICE YOUR SKILLS 119 Respecting Preferences for Communication Style 80 EXPAND YOUR SKILLS 121 Writing Clearly 80 IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 121 Speaking and Listening Carefully 82 PRACTICING ETHICAL COMMUNICATION How Much Information Using Interpreters, Translators, and Translation Software 84 Is Enough? 100 Helping Others Adapt to Your Culture 84 ON THE JOB: SOLVING COMMUNICATION CHAPTER 5 DILEMMAS AT IBM 85 LEARNING OBJECTIVES CHECKUP 86 Writing Business Messages 123 QUICK LEARNING GUIDE 88 ON THE JOB: COMMUNICATING AT APPLY YOUR KNOWLEDGE 89 CREATIVE COMMONS 123 PRACTICE YOUR SKILLS 89 Adapting to Your Audience: Being Sensitive to Audience EXPAND YOUR SKILLS 90 Needs 124 IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 91 Using the “You” Attitude 124 COMMUNICATING ACROSS CULTURES Us Versus Them: Maintaining Standards of Etiquette 125 Generational Conflict in the Workplace 75 Emphasizing the Positive 125 BUSINESS COMMUNICATION 2.0 The Web 2.0 Way to Learn Using Bias-Free Language 127 a New Language 80 Adapting to Your Audience: Building Strong Relationships 129 Establishing Your Credibility 129 PART 2 Projecting Your Company’s Image 130 Applying the Three-Step Writing Adapting to Your Audience: Controlling Your Style and Tone 130 Process 93 Using a Conversational Tone 131 Using Plain Language 132 CHAPTER 4 Selecting the Active or Passive Voice 133 Composing Your Message: Planning Business Messages 94 Choosing Powerful Words 134 ON THE JOB: COMMUNICATING AT Understanding Denotation and Connotation 135 H&R BLOCK 94 Balancing Abstract and Concrete Words 135 Understanding the Three-Step Writing Process 95 Finding Words That Communicate Well 137 Optimizing Your Writing Time 96 Composing Your Message: Creating Effective Planning Effectively 96 Sentences 137 Choosing from the Four Types of Sentences 137 Using Sentence Style to Emphasize Key Thoughts 139  Contents xi Composing Your Message: Crafting Unified, Coherent PART 3 Paragraphs 140 Creating the Elements of a Paragraph 140 Crafting Brief Messages 181 Choosing the Best Way to Develop Each Paragraph 142 Using Technology to Compose and Shape Your CHAPTER 7 Messages 142 Crafting Messages for Electronic ON THE JOB: SOLVING COMMUNICATION Media 182 DILEMMAS AT CREATIVE COMMONS 144 ON THE JOB: COMMUNICATING AT LEARNING OBJECTIVES CHECKUP 145 SOUTHWEST AIRLINES 182 QUICK LEARNING GUIDE 147 APPLY YOUR KNOWLEDGE 148 Electronic Media for Business Communication 183 PRACTICE YOUR SKILLS 148 Compositional Modes for Electronic Media 185 EXPAND YOUR SKILLS 151 Creating Content for Social Media 187 IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 151 Social Networking and Community Participation Websites 188 COMMUNICATING ACROSS CULTURES Can You Connect Social Networks 188 with a Global Audience on the Web? 133 User-Generated Content Sites 194 Community Q&A Sites 194 CHAPTER 6 Community Participation Websites 194 Email 195 Completing Business Messages 153 Planning Email Messages 196 ON THE JOB: COMMUNICATING AT JEFFERSON RABB Writing Email Messages 196 WEB DESIGN 153 Completing Email Messages 197 Revising Your Message: Instant Messaging and Text Messaging 198 Evaluating the First Draft 154 Understanding the Benefits and Risks of IM 199 Evaluating Your Content, Organization, Adapting the Three-Step Process for Successful IM 199 Style, and Tone 154 Blogging and Microblogging 200 Evaluating, Editing, and Revising the Understanding the Business Applications of Blogging 201 Work of Others 156 Adapting the Three-Step Process for Successful Blogging 204 Revising to Improve Readability 157 Microblogging 206 Varying Your Sentence Length 157 Podcasting 207 Keeping Your Paragraphs Short 158 Understanding the Business Applications of Podcasting 207 Using Lists to Clarify and Emphasize 158 Adapting the Three-Step Process for Successful Podcasting 208 Adding Headings and Subheadings 158 ON THE JOB: SOLVING COMMUNICATION Editing for Clarity and Conciseness 159 DILEMMAS AT SOUTHWEST AIRLINES 209 Editing for Clarity 159 LEARNING OBJECTIVES CHECKUP 211 Editing for Conciseness 161 QUICK LEARNING GUIDE 213 Using Technology to Revise Your Message 163 APPLY YOUR KNOWLEDGE 214 Producing Your Message 164 PRACTICE YOUR SKILLS 214 Designing for Readability 164 EXPAND YOUR SKILLS 216 Designing Multimedia Documents 167 IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 216 Using Technology to Produce Your Message 169 CASES 217 Formatting Formal Letters and Memos 169 Proofreading Your Message 171 BUSINESS COMMUNICATION 2.0 Walking Around Distributing Your Message 171 with the Entire Internet in Your Hands 185 ON THE JOB: SOLVING COMMUNICATION BUSINESS COMMUNICATION 2.0 Help! I’m Drowning in Social Media! 203 DILEMMAS AT JEFFERSON RABB WEB DESIGN 173 CHAPTER 8 LEARNING OBJECTIVES CHECKUP 174 QUICK LEARNING GUIDE 176 Writing Routine and Positive Messages 223 APPLY YOUR KNOWLEDGE 177 ON THE JOB: COMMUNICATING AT PRACTICE YOUR SKILLS 177 GET SATISFACTION 223 EXPAND YOUR SKILLS 180 IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 180 Strategy for Routine Requests 224 Stating Your Request Up Front 224 COMMUNICATING ACROSS CULTURES Protecting Patients Explaining and Justifying Your Request 224 with Reader-Friendly Prescription Labels 161 Requesting Specific Action in a Courteous Close 225 Proofread Like a Pro SHARPENING YOUR CAREER SKILLS Common Examples of Routine Requests 225 to Create Perfect Documents 172 Asking for Information and Action 226 Asking for Recommendations 226 Making Claims and Requesting Adjustments 228 xii Contents Strategy for Routine and Positive Messages 228 ON THE JOB: SOLVING COMMUNICATION Starting with the Main Idea 231 DILEMMAS AT CHARGIFY 277 Providing Necessary Details and Explanation 231 LEARNING OBJECTIVES CHECKUP 279 Ending with a Courteous Close 232 QUICK LEARNING GUIDE 281 Common Examples of Routine and Positive APPLY YOUR KNOWLEDGE 282 Messages 232 PRACTICE YOUR SKILLS 282 Answering Requests for Information and Action 232 EXPAND YOUR SKILLS 283 Granting Claims and Requests for Adjustment 233 IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 284 Providing Recommendations 234 CASES 284 Sharing Routine Information 236 Announcing Good News 238 We’re Under Attack! BUSINESS COMMUNICATION 2.0 Fostering Goodwill 240 Responding to Rumors and Criticism in a Social Media Environment 272 ON THE JOB: SOLVING COMMUNICATION DILEMMAS AT GET SATISFACTION 242 LEARNING OBJECTIVES CHECKUP 243 CHAPTER 10 QUICK LEARNING GUIDE 245 Writing Persuasive Messages 291 APPLY YOUR KNOWLEDGE 246 ON THE JOB: COMMUNICATING AT CAFEMOM 291 PRACTICE YOUR SKILLS 246 EXPAND YOUR SKILLS 248 Using the Three-Step Writing Process for Persuasive IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 248 Messages 292 CASES 248 Step 1: Planning a Persuasive Message 292 Step 2: Writing a Persuasive Message 295 COMMUNICATION MISCUES Can You Get Sued for Writing— Step 3: Completing a Persuasive Message 297 or Not Writing—a Recommendation Letter? 237 Developing Persuasive Business Messages 297 Strategies for Persuasive Business Messages 297 CHAPTER 9 Common Examples of Persuasive Business Messages 301 Developing Marketing and Sales Messages 303 Writing Negative Messages 254 Assessing Audience Needs 303 ON THE JOB: COMMUNICATING AT CHARGIFY 254 Analyzing Your Competition 304 Determining Key Selling Points and Benefits 305 Using the Three-Step Writing Process for Negative Anticipating Purchase Objections 305 Messages 255 Applying AIDA or a Similar Model 306 Step 1: Planning a Negative Message 255 Step 2: Writing a Negative Message 256 Writing Promotional Messages for Social Media 309 Step 3: Completing a Negative Message 257 Maintaining High Standards of Ethics, Legal Compliance, Using the Direct Approach for Negative Messages 258 and Etiquette 310 Opening with a Clear Statement of the Bad News 258 ON THE JOB: SOLVING COMMUNICATION DILEMMAS Providing Reasons and Additional Information 258 AT CAFEMOM 312 Closing on a Respectful Note 259 LEARNING OBJECTIVES CHECKUP 313 Using the Indirect Approach for Negative Messages 259 QUICK LEARNING GUIDE 315 Opening with a Buffer 259 APPLY YOUR KNOWLEDGE 316 Providing Reasons and Additional Information 261 PRACTICE YOUR SKILLS 316 Continuing with a Clear Statement of the Bad News 261 EXPAND YOUR SKILLS 317 Closing on a Respectful Note 262 IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 318 Maintaining High Standards of Ethics and Etiquette 263 CASES 318 Sending Negative Messages on Routine Business Matters 264 BUSINESS COMMUNICATION 2.0Please Find Us: Making Negative Announcements on Routine Business Matters 264 Building an Audience Through Search Engine Rejecting Suggestions and Proposals 265 Optimization 296 Refusing Routine Requests 265 Handling Bad News About Transactions 265 Refusing Claims and Requests for Adjustment 268 PART 4 Sending Negative Organizational News 270 Communicating Under Normal Circumstances 270 Preparing Reports Communicating in a Crisis 270 and Oral Presentations 325 Sending Negative Employment Messages 273 Refusing Requests for Employee References CHAPTER 11 and Recommendation Letters 273 Refusing Social Networking Recommendation Requests 274 Planning Reports and Proposals 326 Rejecting Job Applications 274 ON THE JOB: COMMUNICATING AT MYCITYWAY 326 Giving Negative Performance Reviews 275 Applying the Three-Step Writing Process to Reports Terminating Employment 276 and Proposals 327  Contents xiii Analyzing the Situation 327 ON THE JOB: SOLVING COMMUNICATION Gathering Information 330 DILEMMAS AT TELLABS 397 Selecting the Right Medium 331 LEARNING OBJECTIVES CHECKUP 398 Organizing Your Information 331 QUICK LEARNING GUIDE 401 Supporting Your Messages APPLY YOUR KNOWLEDGE 402 with Reliable Information 333 PRACTICE YOUR SKILLS 402 Planning Your Research 334 EXPAND YOUR SKILLS 405 Locating Data and Information 335 IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 405 Evaluating Sources 335 CASES 406 Using Your Research Results 336 Conducting Secondary Research 338 PRACTICING ETHICAL COMMUNICATION Finding Information at a Library 338 Distorting the Data 396 Finding Information Online 340 Documenting Your Sources 343 CHAPTER 13 Conducting Primary Research 343 Completing Reports and Proposals 409 Conducting Surveys 343 Conducting Interviews 345 ON THE JOB: COMMUNICATING AT GARAGE Planning Informational Reports 347 TECHNOLOGY VENTURES 409 Organizing Informational Reports 347 Revising Reports and Proposals 410 Organizing Website Content 348 Producing Formal Reports 410 Planning Analytical Reports 350 Prefatory Parts 412 Focusing on Conclusions 351 Text of the Report 430 Focusing on Recommendations 352 Supplementary Parts 430 Focusing on Logical Arguments 353 Producing Formal Proposals 431 Planning Proposals 353 Prefatory Parts 431 ON THE JOB: SOLVING COMMUNICATION Text of the Proposal 432 DILEMMAS AT MYCITYWAY 358 Proofreading Reports and Proposals 433 Distributing Reports and Proposals 435 LEARNING OBJECTIVES CHECKUP 360 QUICK LEARNING GUIDE 362 ON THE JOB: SOLVING COMMUNICATION APPLY YOUR KNOWLEDGE 363 DILEMMAS AT GARAGE TECHNOLOGY VENTURES 437 PRACTICE YOUR SKILLS 363 LEARNING OBJECTIVES CHECKUP 438 EXPAND YOUR SKILLS 365 QUICK LEARNING GUIDE 440 IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 365 APPLY YOUR KNOWLEDGE 441 SHARPENING YOUR CAREER SKILLSCreating PRACTICE YOUR SKILLS 441 an Effective Business Plan 348 EXPAND YOUR SKILLS 442 IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 442 CASES 443 CHAPTER 12 REPORT WRITER’S NOTEBOOK Analyzing a Formal Writing Reports and Proposals 367 Report 413 ON THE JOB: COMMUNICATING AT TELLABS 367 Composing Reports and Proposals 368 CHAPTER 14 Adapting to Your Audience 368 Drafting Report Content 368 Designing and Delivering Oral Drafting Proposal Content 373 and Online Presentations 452 Helping Report Readers Find Their Way 375 ON THE JOB: COMMUNICATING AT Using Technology to Craft Reports and Proposals 377 PRINCIPATO-YOUNG ENTERTAINMENT 452 Writing for Websites and Wikis 378 Drafting Website Content 378 Planning a Presentation 453 Collaborating on Wikis 379 Analyzing the Situation 453 Illustrating Your Reports with Effective Visuals 380 Selecting the Right Medium 455 Understanding Visual Design Principles 380 Organizing Your Presentation 455 Understanding the Ethics of Visual Communication 381 Developing a Presentation 458 Identifying Points to Illustrate 383 Adapting to Your Audience 459 Selecting the Right Type of Visual 383 Composing Your Presentation 459 Producing and Integrating Visuals 392 Enhancing Your Presentation with Effective Slides 462 Creating Visuals 392 Choosing Structured or Free-Form Slides 463 Integrating Visuals with Text 393 Designing Effective Slides 465 Balancing Illustrations and Words 394 Completing a Presentation 469 Referencing Visuals 394 Finalizing Your Slides 470 Verifying the Quality of Your Visuals 395 Creating Effective Handouts 470 xiv Contents Choosing Your Presentation Method 472 LEARNING OBJECTIVES CHECKUP 513 Practicing Your Delivery 473 QUICK LEARNING GUIDE 515 Delivering a Presentation 473 APPLY YOUR KNOWLEDGE 516 Overcoming Anxiety 473 PRACTICE YOUR SKILLS 516 Handling Questions Responsively 474 EXPAND YOUR SKILLS 517 Embracing the Backchannel 475 IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 517 Giving Presentations Online 475 CASES 517 ON THE JOB: SOLVING COMMUNICATION DILEMMAS SHARPENING YOUR CAREER SKILLS Don’t. Just Don’t. 504 AT PRINCIPATO-YOUNG ENTERTAINMENT 476 LEARNING OBJECTIVES CHECKUP 477 CHAPTER 16 QUICK LEARNING GUIDE 481 Applying and Interviewing APPLY YOUR KNOWLEDGE 482 for Employment 520 PRACTICE YOUR SKILLS 482 EXPAND YOUR SKILLS 483 ON THE JOB: COMMUNICATING AT ZAPPOS 520 IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 483 Submitting Your Résumé 521 CASES 484 Writing Application Letters 521 BUSINESS COMMUNICATION 2.0 Presentations Get Social 469 Following Up After Submitting a Résumé 525 Understanding the Interviewing Process 526 The Typical Sequence of Interviews 527 PART 5 Common Types of Interviews 527 Interview Media 528 Writing Employment Messages What Employers Look for in an Interview 529 and Interviewing for Jobs 487 Preemployment Testing and Background Checks 530 Preparing for a Job Interview 531 CHAPTER 15 Learning About the Organization and Your Interviewers 531 Thinking Ahead About Questions 532 Building Careers and Writing Résumés 488 Bolstering Your Confidence 533 ON THE JOB: COMMUNICATING AT ATK 488 Polishing Your Interview Style 533 Finding the Ideal Opportunity in Today’s Presenting a Professional Image 535 Job Market 489 Being Ready When You Arrive 536 Writing the Story of You 489 Interviewing for Success 537 Learning to Think Like an Employer 489 The Warm-Up 537 Researching Industries and Companies of Interest 490 The Question-and-Answer Stage 538 Translating Your General Potential into a Specific Solution The Close 539 for Each Employer 491 Interview Notes 540 Taking the Initiative to Find Opportunities 491 Following Up After the Interview 541 Building Your Network 492 Thank-You Message 541 Seeking Career Counseling 493 Message of Inquiry 541 Avoiding Mistakes 493 Request for a Time Extension 542 Planning a Résumé 493 Letter of Acceptance 543 Analyzing Your Purpose and Audience 493 Letter Declining a Job Offer 544 Gathering Pertinent Information 495 Letter of Resignation 544 Selecting the Best Medium 495 ON THE JOB: SOLVING COMMUNICATION DILEMMAS Organizing Your Résumé Around Your Strengths 495 AT ZAPPOS 545 Addressing Areas of Concern 496 LEARNING OBJECTIVES CHECKUP 546 Writing a Résumé 498 QUICK LEARNING GUIDE 548 Keeping Your Résumé Honest 499 APPLY YOUR KNOWLEDGE 549 Adapting Your Résumé to Your Audience 499 PRACTICE YOUR SKILLS 549 Composing Your Résumé 500 EXPAND YOUR SKILLS 550 Completing a Résumé 503 IMPROVE YOUR GRAMMAR, MECHANICS, AND USAGE 550 Revising Your Résumé 504 CASES 551 Producing Your Résumé 505 Proofreading Your Résumé 510 COMMUNICATING ACROSS CULTURES Successfully Interviewing Distributing Your Résumé 510 Across Borders 535 ON THE JOB: SOLVING COMMUNICATION SHARPENING YOUR CAREER SKILLS Make Sure You Don’t Talk Yourself Out of a Job 539 DILEMMAS AT ATK 511  Contents xv APPENDIX A APPENDIX C Format and Layout of Business Documents A-1 Correction Symbols A-25 First Impressions A-1 Content and Style A-25 Paper A-1 Grammar, Mechanics, and Usage A-26 Customization A-1 Proofreading Marks A-27 Appearance A-1 Letters A-2 Handbook of Grammar, Mechanics, Standard Letter Parts A-2 Additional Letter Parts A-7 and Usage H-1 Letter Formats A-9 Diagnostic Test of English Skills H-1 Envelopes A-10 Assessment of English Skills H-3 Addressing the Envelope A-11 Essentials of Grammar, Mechanics, and Usage H-3 Folding to Fit A-12 1.0 Grammar H-3 International Mail A-14 2.0 Punctuation H-15 Memos A-14 3.0 Mechanics H-19 Reports A-16 4.0 Vocabulary H-22 Margins A-16 Headings A-16 Answer Key AK-1 Page Numbers A-17 Brand, Organization, Name, and Website Index I-1 APPENDIX B Documentation of Report Sources A-19 Subject Index I-4 Chicago Humanities Style A-19 In-Text Citation–Chicago Humanities Style A-19 Bibliography–Chicago Humanities Style A-20 APA Style A-22 In-Text Citation–APA Style A-22 List of References–APA Style A-22 MLA Style A-22 In-Text Citation–MLA Style A-22 List of Works Cited–MLA Style A-23  Real-Time Updates—Learn More Real-Time Updates “Learn More” is a unique feature that you will see strategically located throughout the text, connecting you with dozens of carefully selected online media items. These elements—categorized by the icons shown below representing interactive websites, online videos, PowerPoint presentations, podcasts, PDF files, and articles—complement the text’s coverage by providing contemporary examples and valuable insights from suc- cessful professionals. See page xxii for an illustration of how Real-Time Updates works. REAL-TIME UPDATES REAL-TIME UPDATES Learn More by Reading This Article Learn More by Listening to This Podcast Will your social media habits kill your career? 17 Exploring ethical expectations in social media 187 Learn how intellectual property protection promotes Keep audiences tuned in with engaging presentations 462 sustainable growth 26 Need some fresh creative inspiration? 99 Building credibility online 130 Grammar questions? Click here for help 135 REAL-TIME UPDATES Integrating social media in a global corporation 187 Get inspired to build a great Facebook Page 193 Learn More by Watching Tweets from the boss: CEOs on Twitter 206 This PowerPoint Presentation Get expert tips on writing (or requesting) a letter of recommendation 237 Simple tips to improve your listening skills 48 Simple rules for writing effective thank-you notes 240 Don’t let etiquette blunders derail your career 55 Make sure your logic stands on solid ground 301 Essential guidelines for adapting to other business cultures 78 See your way into the invisible Internet 342 Smart advice for brainstorming sessions 108 Get to the CORE of online research 342 Wrap your mind around mind mapping 109 Get clear answers to murky copyright questions 343 Get helpful tips on creating an outline for any project 110 Understand why some visuals work and some don’t 395 Practical advice for thorough proofreading 171 Get practical advice on developing research reports 411 Take a crash course in email etiquette 195 100 Twitter tools for job searchers 492 Choose the most effective emotional appeal 299 Follow these people to a new career 493 Should you accept? Evaluating a job offer 540 Try these Facebook apps in your job search 493 Find the keywords that will light up your résumé 501 Watch a résumé pro rework an introductory statement 502 How much are you worth? 525 Video interviewing on Skype 530 REAL-TIME UPDATES Learn More by Watching This Video REAL-TIME UPDATES Are you damaging yourself with noise? 12 Learn More by Reading This PDF Use negotiation skills to resolve conflicts 38 Are you a good listener? 49 Steps you can take to help reduce information overload 16 Putting culture in context 73 Social networks for professionals 41 Overcoming culture shock 77 International etiquette tips 72 Step-by-step advice for recording your first podcast 208 Dig deep into audience needs with this planning tool 97 Take some of the sting out of delivering bad news 265 Get detailed advice on using bias-free language 127 Persuasion skills for every business professional 293 Proofread with advice from Stanford Business School 171 Is it necessary—or even smart—to spend months The right way to ask for recommendations on LinkedIn 226 writing a business plan? 347 See why visual design is a lot more than just “eye candy” 381 Dealing with the Difficult Four 455 Jumpstart your visual creativity 393 Get a quick video tour of Garr Reynolds’s Presentation Zen 463 xvi  Real-Time Updates—Learn More xvii Way beyond bullet points: A stunning example REAL-TIME UPDATES of free-form slide design 465 Learn More by Exploring Five easy tips to add a professional finish to your slides 472 This Interactive Website Maximize the rewards of the backchannel and minimize the risks 475 Quickly peruse dozens of data and information Tweet your way to a sweet job 492 display techniques 383 Learn to use LinkedIn’s résumé builder 499 Data visualization gateway: A comprehensive collection Study the classics to ace your next interview 532 for business communicators 387  Preface Major Changes and Improvements in This Edition Bovée and Thill texts have long set the benchmark in this field for rigorous, high-value revisions that make sure instructors and students have the most comprehensive, realistic, and contemporary materials available. The following table identifies the major changes and improvements in the tenth edition of Excellence in Business Communication. Significant In addition to numerous updates and streamlining rewrites throughout, the content additions following sections are all new or substantially revised with new material: and upgrades Understanding Why Communication Matters (in Chapter 1) The Social Communication Model (in Chapter 1) Committing to Ethical and Legal Communication (in Chapter 1; new coverage of transparency) Distinguishing Ethical Dilemmas from Ethical Lapses (in Chapter 1; revised and streamlined) Business Communication 2.0: Who’s Responsible Here? (in Chapter 1) Communicating Effectively in Teams (in Chapter 2; new coverage of collaboration) Communicating Across Cultures: Whose Skin Is This, Anyway? (in Chapter 2) Social Networks and Virtual Communities (in Chapter 2; updated) Business Etiquette Online (in Chapter 2; updated) Developing Cultural Competency (in Chapter 3) Communicating Across Cultures: Us Versus Them: Generational Conflict in the Workplace (in Chapter 3) Speaking and Listening Carefully (in Chapter 3; updated with accommodation strategies) Business Communication 2.0: The Web 2.0 Way to Learn a New Language (in Chapter 3) Analyzing the Situation (in Chapter 4; revised) Practicing Ethical Communication: How Much Information Is Enough? (in Chapter 4) Building Reader Interest with Storytelling Techniques (in Chapter 4) Emphasizing the Positive (in Chapter 5; revised coverage of euphemisms) Communicating Across Cultures: Protecting Patients with Reader-Friendly Prescription Labels (in Chapter 6) Business Communication 2.0: Walking Around with the Entire Internet in Your Hands (in Chapter 7) Compositional Modes for Electronic Media (in Chapter 7) Creating Content for Social Media (in Chapter 7; updated) xviii  Preface xix Social Networking and Community Participation Websites (in Chapter 7) Social Networks Business Communication Uses of Social Networks Strategies for Business Communication on Social Networks User-Generated Content Sites Community Q&A Sites Community Participation Websites Microblogging (in Chapter 7) New two-page highlight feature: Business Communicators Innovating with Social Media (in Chapter 7) Continuing with a Clear Statement of the Bad News (in Chapter 9; revised coverage of using conditionals) Closing on a Respectful Note (in Chapter 9) Making Negative Announcements on Routine Business Matters (in Chapter 9) Rejecting Suggestions and Proposals (in Chapter 9) Refusing Social Networking Recommendation Requests (in Chapter 9) Rejecting Job Applications (in Chapter 9) Giving Negative Performance Reviews (in Chapter 9; substantially revised) Business Communication 2.0: We’re Under Attack! Responding to Rumors and Criticism in a Social Media Environment (in Chapter 9; substantially revised) Writing Promotional Messages for Social Media (in Chapter 10; revised) Online Monitoring Tools (in Chapter 11) Sharpening Your Career Skills: Creating an Effective Business Plan (in Chapter 11; revised) Data Visualization (in Chapter 12; updated) Maps and Geographic Information Systems (in Chapter 12; updated) Drawings, Diagrams, Infographics, and Photographs (in Chapter 12; added coverage of infographics) Presentation Close (in Chapter 14; revised) Embracing the Backchannel (in Chapter 14) Choosing Structured or Free-Form Slides (in Chapter 14; expanded discussion) Designing Effective Slides (in Chapter 14) Designing Slides Around a Key Visual (in Chapter 14) Creating Charts and Tables for Slides (in Chapter 14) Business Communication 2.0: Presentations Get Social (in Chapter 14) Creating Effective Handouts (in Chapter 14; updated) Finding the Ideal Opportunity in Today’s Job Market (in Chapter 15) Writing the Story of You Learning to Think Like an Employer Translating Your General Potential into a Specific Solution for Each Employer Taking the Initiative to Find Opportunities Building Your Network Avoiding Mistakes xx Preface Composing Your Résumé (in Chapter 15; revised with the latest advice on keywords) Producing Your Résumé (in Chapter 15; with new coverage and cautions about infographic résumés) Printing a Scannable Résumé (in Chapter 15; updated to reflect the decline of this format) Creating an Online Résumé (in Chapter 15) Following Up After Submitting a Résumé (in Chapter 16) Learning About the Organization and Your Interviewers (in Chapter 16) The social media This edition includes up-to-date coverage of the social communication model revolution that is redefining business communication and reshaping the relationships between companies and their stakeholders. Social media concepts and techniques are integrated throughout the book, from career planning to presentations. Here are some examples: Social media questions, activities, and cases appear throughout the book, involving Twitter, Facebook, LinkedIn, and other media that have taken the business world by storm in the past couple of years. Three dozen examples of business applications of social media demonstrate how a variety of companies use these tools. The social communication model is now covered in Chapter 1. A new two-page, magazine-style feature in Chapter 7 highlights the innovative uses of social media by a variety of companies. Social networking sites are now covered as a brief-message medium in Chapter 7. The Twitter-enabled backchannel, which is revolutionizing electronic presentations, is covered in Chapter 14. Social media tools are covered extensively in the career-planning Prologue and the two employment communication chapters (15 and 16). Compositional For all the benefits they offer, social media and other innovations place new modes for demands on business communicators. This edition introduces you to nine electronic media important modes of writing for electronic media. Personal branding As the workforce continues to evolve and with the employment situation likely to remain unstable for some time to come, it is more vital than ever for you to take control of your career. An important first step is to clarify and communicate your personal brand, a topic that is now addressed in the Prologue and carried through to the employment-message chapters. Storytelling Some of the most effective business messages, from advertising to proposals to techniques personal branding, rely on storytelling techniques. This edition offers hands-on advice and multiple activities to help you develop “business-class” narrative techniques. Full Every aspect of this new edition is organized by learning objectives, from implementation of the chapter content to the student activities in the textbook and online at objective-driven www.mybcommlab.com. This structure makes planning and course management learning easier for instructors and makes reading, studying, and practicing easier for students. Deeper This essential online resource now offers even more ways to test your integration with understanding of the concepts presented in every chapter, practice vital skills, and MyBcommLab create customized study plans.  Preface xxi Multimedia Extend their learning experience with unique Real-Time Updates “Learn More” resources media elements that connect you with dozens of handpicked videos, podcasts, and other items that complement chapter content. New On the Job Chapter 1: Toyota’s Auto-Biography user-generated content program communication Chapter 6: Noted web designer Jefferson Rabb’s user-focused design vignettes and principles simulations Chapter 9: Chargify’s communication errors regarding a price increase Chapter 11: MyCityWay’s winning business plan Chapter 13: Garage Technology Ventures’s advice for writing executive summaries Chapter 14: Comedy super-agent Peter Principato’s techniques for effective presentations Chapter 15: ATK’s cutting-edge workforce analytics Chapter 16: Zappos’s free-spirited approach to recruiting free-spirited employees New review and Dozens of new questions and activities are offered in Learning Objectives analysis questions Checkup, Apply Your Knowledge, and Practice Your Skills categories. and skills- development projects New Communication cases give you the opportunity to solve real-world communication communication challenges using the media skills you’ll be expected to have in cases tomorrow’s workplace; 40 percent of the 125 cases are new in this edition. New figures and The tenth edition offers an unmatched portfolio of business communication more annotated exhibits. Here are the highlights: model documents Nearly 70 new figures provide examples of the latest trends in business communication. Nearly 80 annotated model documents, ranging from printed letters and reports to websites, blogs, and social networking sites, show you in detail how successful business messages work. 70 exhibits feature communication examples from real companies, including Bigelow Tea, Burton Snowboards, Google, IBM, Microsoft Bing, Patagonia, Red Bull, Segway, Southwest Airlines, and Zappos. More than 100 illustrated examples of communication technologies help students grasp the wide range of tools and media formats they will encounter on the job. Critique the This new activity invites you to analyze an example of professional Professionals communication using the principles learned in each chapter. Quick Learning This convenient review tool at the end of every chapter lists the learning Guide objectives with page references for review and defines essential terminology from the chapter. xxii Preface Extend the Value of Your Textbook with Free Multimedia Content Excellence in Business Communication’s unique Real-Time Updates system automatically provides weekly content updates, including interactive games and tools, podcasts, PowerPoint presentations, online videos, PDF files, and articles. You can subscribe to updates chapter by chapter, so you get only the material that applies to the chapter you are studying. You can access Real-Time Updates through MyBcommLab or by visiting http:// real-timeupdates.com/ebc10. 1 Read messages from the authors and access special assignment materials and 2 Click on any chapter to see “Learn More” media items. the updates and media items for that chapter. 3 Scan headlines and click on any item of interest to read the article or download the media item. 4 Subscribe via RSS to individual chapters to Every item is personally get updates automatically selected by the authors to for the chapter you’re complement the text and currently studying. support in-class activities. 5 Media items are categorized by type so you can quickly find podcasts, videos, PowerPoints, and more.  Preface xxiii What Is the Single Most Important Step You Can Take to Enhance Your Career Prospects? No matter what profession you want to pursue, the ability to communicate will be an essential skill—and a skill that employers expect you to have when you enter the workforce. This course introduces you to the fundamental principles of business communication and gives you the opportunity to develop your communication skills. You’ll discover how business communication differs from personal and social communication, and you’ll see how today’s companies are using blogs, social networks, podcasts, virtual worlds, wikis, and other technologies. You’ll learn a simple three-step writing process that works for all types of writing and speaking projects, both in college and on the job. Along the way, you’ll gain valuable insights into ethics, etiquette, listening, teamwork, and nonverbal communication. Plus, you’ll learn effective strategies for the many types of communication challenges you’ll face on the job, from routine messages about transactions to complex reports and websites. Colleges and universities vary in the prerequisites established for the business communi- cation course, but we advise taking at least one course in English composition before enroll- ing in this class. Some coursework in business studies will also give you a better perspective on communication challenges in the workplace. However, we have taken special care not to assume any in-depth business experience, so you can use Excellence in Business Communi- cation successfully even if you have limited on-the-job experience or business coursework. HOW THIS COURSE WILL HELP YOU Few courses can offer the three-for-the-price-of-one value you get from a business com- munication class. Check out these benefits: In your other classes. The communication skills you learn in this class can help you in every other course you take in college. From simple homework assignments to complicated team projects to class presentations, you’ll be able to communicate more effectively with less time and effort. During your job search. You can reduce the stress of searching for a job and stand out from the competition. As you’ll see in Chapters 15 and 16, every activity in the job search process relies on communication. The better you can communicate, the more successful you’ll be at landing interesting and rewarding work. On the job. After you get that great job, the time and energy you have invested in this course will continue to yield benefits year after year. As you tackle each project and every new challenge, influential company leaders—the people who decide how quickly you’ll get promoted and how much you’ll earn—will be paying close attention to how well you communicate. They will observe your interactions with colleagues, custom- ers, and business partners. They’ll take note of how well you can collect data, find the essential ideas buried under mountains of information, and convey those points to other people. They’ll observe your ability to adapt to different audiences and circum- stances. They’ll be watching when you encounter tough situations that require careful attention to ethics and etiquette. The good news: Every insight you gain and every skill you develop in this course will help you shine in your career. HOW TO SUCCEED IN THIS COURSE Although this course explores a wide range of message types and appears to cover quite a lot of territory, the underlying structure of the course is actually rather simple. You’ll learn a few basic concepts, identify some key skills to use and procedures to follow—and then practice, practice, practice. Whether you’re writing a blog posting in response to one of the real-company cases or drafting your own résumé, you’ll be practicing the same skills again and again. With feedback and reinforcement from your instructor and your classmates, your confidence will grow and the work will become easier and more enjoyable. The following sections offer advice on approaching each assignment, using your text- book, and taking advantage of some other helpful resources. xxiv Preface The note has a clear and concise title that avoids puns and word play. Facebook Notes lets writers include photos and other images in their notes. The note is succinct while emphasizing the most vital point (that a previously announced purchase promotion was ending early). The note directs U.S. and Canadian customers to separate websites, thereby providing each audience with the specific information it needs. Excellence in Business Communication uses contemporary examples of business communication while emphasizing the fundamentals of audience-focused writing. Approaching Each Assignment In the spirit of practice and improvement, you will have a number of writing (and possibly speaking) assignments throughout this course. These suggestions will help you produce better results with less effort: First, don’t panic! If the thought of writing a report or giving a speech sends a chill up your spine, you’re not alone. Everybody feels that way when first learning business communication skills, and even experienced professionals can feel nervous about ma- jor projects. Keeping three points in mind will help. First, every project can be broken down into a series of small, manageable tasks. Don’t let a big project overwhelm you; it’s nothing more than a bunch of smaller tasks. Second, remind yourself that you have the skills you need to accomplish each task. As you move through the course, the as- signments are carefully designed to match the skills you’ve developed up to that point. Third, if you feel panic creeping up on you, take a break and regain your perspective. Focus on one task at a time. A common mistake writers make is trying to organize and express their ideas while simultaneously worrying about audience reactions, grammar, spelling, formatting, page design, and a dozen other factors. Fight the temptation to do everything at once; otherwise, your frustration will soar and your productivity will plummet. In particular, don’t worry about grammar, spelling, and word choices during your first draft. Concentrate on the organization of your ideas first, then the way you express those ideas, and then the presentation and production of your messages. Following the three-step writing process is an ideal way to focus on one task at a time in a logical sequence. Give yourself plenty of time. As with every other school project, putting things off to the last minute creates unnecessary stress. Writing and speaking projects in particular are much easier if you tackle them in small stages with breaks in between, rather than trying to get everything done in one frantic blast. Moreover, there will be instances when you simply get stuck on a project, and the best thing to do is walk away and give your mind a break. If you allow room for breaks in your schedule, you’ll minimize the frustration and spend less time overall on your homework, too. Step back and assess each project before you start. The writing and speaking projects you’ll have in this course cover a wide range of communication scenarios, and it’s  Preface xxv essential that you adapt your approach to each new challenge. Resist the urge to dive in and start writing without a plan. Ponder the assignment for a while, consider the vari- ous approaches you might take, and think carefully about your objectives before you start writing. Nothing is more frustrating than getting stuck halfway through because you’re not sure what you’re trying to say or you’ve wandered off track. Spend a little time planning, and you’ll spend a lot less time writing. Use the three-step writing process. Those essential planning tasks are the first step in the three-step writing process, which you’ll learn about in Chapter 4 and use through- out the course. This process has been developed and refined by professional writers with decades of experience and thousands of projects ranging from short blog posts to 500-page textbooks. It works, so take advantage of it. Learn from the examples and model documents. This textbook offers dozens of realistic examples of business messages, many with notes along the sides that explain strong and weak points (see the example on this page). Study these and any other examples that your instructor provides. Learn what works and what doesn’t, then ap- ply these lessons to your own writing. The headline doesn’t try Fast access to reader to be clever or cute; comments and a retweet instead, it instantly button that makes it easy conveys important for readers to share this information to readers. post via Twitter help FreshBooks build a sense of community. The graph shows which One minor improvement terms generated the would be to label (with fastest payments words placed directly on (shortest blue bars) the graph) the two best and highest percentage combinations, indicated paid (orange dots). with the green arrows, and the worst combination, indicated with the red circle, to save readers the time required to interpret the meaning of the colors and shapes. This bold header quickly summarizes the nature of the analysis. The opening paragraph explains the analysis was undertaken in order to help customers make These clearly written more money in less paragraphs explain the time—a vital concern two aspects of the for every business. analysis, and they speak the same language as business accounting professionals. Bold terms in the paragraph correspond to the variables in the graph above. The article continues beyond here, but notice again the concise, Notice that even though straightforward wording of the writer uses the word this subheading (the section “we” (the company) in explains that polite wording several places, this on invoices improves message is fundamentally customer responsiveness). about “you” (the customer). Here is one of nearly 90 annotated model documents that point out what works (and sometimes, what doesn’t work) in a variety of professional messages and documents. Source: Used with permission of FreshBooks. xxvi Preface Learn from experience. Finally, learn from the feedback you get from your instructor and from other students. Don’t take the criticism personally; your instructor and your classmates are commenting about the work, not about you. View every bit of feedback as an opportunity to improve. Using This Textbook Package This book and its accompanying online resources introduce you to the key concepts in business communication while helping you develop essential skills. As you read each chapter, start by studying the learning objectives. They will help you identify the most important concepts in the chapter and give you a feel for what you’ll be learning. Follow- ing the learning objectives, the “On the Job” communication vignette features a successful professional role model who uses the same skills you will be learning in the chapter. As you work your way through the chapter, compare the advice with the various ex- amples, both the brief in-text examples and the standalone model documents. Also, keep an eye out for the Real-Time Updates elements in each chapter. We have selected these videos, podcasts, presentations, and other online media to provide informative and enter- taining enhancements to the text material. At the end of each chapter, you’ll revisit the “On the Job” story from the beginning of the chapter and imagine yourself in the role of a business professional solving four realistic communication dilemmas. Next, the “Learning Objectives Checkup” gives you the chance to quickly verify your grasp of important concepts. Each chapter includes a variety of ques- tions and activities that help you gauge how well you’ve learned the material and are able to apply it to realistic business scenarios. Several chapters have activities with downloadable media such as podcasts; if your instructor assigns these, follow the instructions in the text to locate the correct files. Several chapters have activities with downloadable media such as presentations and podcasts or the use of the Bovée-Thill wiki simulator. If your instructor assigns these activities, follow the instructions in the text to locate the correct files. And if you’d like some help getting started with Facebook, Twitter, or LinkedIn, we have created screencasts with helpful advice on these topics. In addition to the 16 chapters of the text itself, here are some special features that will help you succeed in the course and on the job: Prologue: Building a Career with Your Communication Skills. This section (immediately following this Preface) helps you understand today’s dynamic workplace, the steps you can take to adapt to the job market, and the importance of creating an employment portfolio and building your personal brand. Handbook. The Handbook of Grammar, Mechanics, and Usage (see page H-1) serves as a convenient reference of essential business English. MyBcommLab. If your course includes MyBcommLab, you can take advantage of this unique resource to test your understanding of the concepts presented in every chapter. Real-Time Updates. You can use this unique newsfeed service to make sure you’re always kept up to date on important topics. Plus, at strategic points in every chapter, you will be directed to the Real-Time Updates website to get the latest information about specific subjects. To sign up, visit http://real-timeupdates.com/ebc10. You can also access Real-Time Updates through MyBcommLab. Business Communication Web Search. With our unique web search approach, you can quickly access more than 325 search engines. The tool uses a simple and intuitive interface engineered to help you find precisely what you want, whether it’s PowerPoint files, Adobe Acrobat PDF files, Microsoft Word documents, Excel files, videos, or podcasts. Check it out at http://businesscommunicationblog.com/websearch. CourseSmart eTextbooks Online. CourseSmart is an exciting new choice for students looking to save money. As an alternative to purchasing the print text- book, you can purchase an electronic version of the same content and receive a significant discount off the suggested list price of the print text. With a Cours- eSmart eTextbook, you can search the text, make notes online, print out reading  Preface xxvii assignments that incorporate lecture notes, and bookmark important passages for later review. For more information or to purchase access to the CourseSmart eTextbook, visit www.coursesmart.com. About the Authors Courtland L. Bovée and John V. Thill have been leading textbook authors for more than two decades, introducing millions of students to the fields of business and business com- munication. Their award-winning texts are distinguished by proven pedagogical fea- tures, extensive selections of contemporary case studies, hundreds of real-life examples, engaging writing, thorough research, and the unique integration of print and electronic resources. Each new edition reflects the authors’ commitment to continuous refinement and improvement, particularly in terms of modeling the latest practices in business and the use of technology. Professor Bovée has 22 years of teaching experience at Grossmont College in San Diego, where he has received teaching honors and was accorded that institution’s C. Allen Paul Distinguished Chair. Mr. Thill is a prominent communications consultant who has worked with organizations ranging from Fortune 500 multinationals to entrepreneurial start-ups. He formerly held positions with Pacific Bell and Texaco. Courtland Bovée and John Thill were recently awarded proclamations from the Governor of Massachusetts for their lifelong contributions to education and for their com- mitment to the summer youth baseball program that is sponsored by the Boston Red Sox. Acknowledgments The tenth edition of Excellence in Business Communication reflects the professional exper- ience of a large team of contributors and advisors. We express our thanks to the many individuals whose valuable suggestions and constructive comments influenced the success of this book. Donna R. Everett, Morehead State University Randall J. Gerber, Macomb Community College Alice Griswold, Clarke University Karen Kendrick, Nashville State Community College Christine Laursen, Red Rocks Community College Gregory H. Morin, University of Nebraska–Omaha Pamela G. Needham, Northeast Mississippi Community College Jean Anna Sellers, Fort Hays State University Cheryl L. Sypniewski, Macomb Community College Scott T. Warman, Skyline College Lucinda Willis, Indiana University of Pennsylvania REVIEWERS OF PREVIOUS EDITIONS We express our thanks to the many individuals whose valuable suggestions and construc- tive comments influenced the success of this book. The authors are deeply grateful to Janet Adams, Minnesota State University–Mankato Gus Amaya, Florida International University Anita S. Bednar, Central State University Donna Cox, Monroe Community College Sauny Dills, California Polytechnic State University–San Luis Obispo Ruthann Dirks, Emporia State University Cynthia Drexel, Western State College Mary DuBoise, DeVry University–Dallas J. Thomas Dukes, University of Akron Karen Eickhoff, University of Tennessee xxviii Preface Lindsay S. English, Ursuline College Mike Flores, Wichita State University Charlene A. Gierkey, Northwestern Michigan College Sue Granger, Jacksonville State University Bradley S. Hayden, Western Michigan University Joyce Hicks, Valparaiso University Michael Hignite, Southwest Missouri State Mark Hilton, Lyndon State College Cynthia Hofacker, University of Wisconsin–Eau Claire Louise C. Holcomb, Gainesville College Larry Honl, University of Wisconsin–Eau Claire Kenneth Hunsaker, Utah State University Sandie Idziak, University of Texas Robert O. Joy, Central Michigan University Paula R. Kaiser, University of North Carolina–Greensboro Paul Killorin, Portland Community College Linda M. LaDuc, University of Massachusetts–Amherst Jennifer Loney, Portland State University Al Lucero, East Tennessee State University Rachel Mather, Adelphi University Linda McAdams, Westark Community College Melinda McCannon, Gordon College Bronna McNeely, Midwestern State University William McPherson, Indiana University of Pennsylvania Russ Meade, Tidewater Community College Betty Mealor, Abraham Baldwin College Mary Miller, Ashland University Joe Newman, Faulkner University Barbara Oates, Texas A&M University Richard Profozich, Prince George’s Community College Brian Railsback, Western Carolina University John Rehfuss, California State University–Sacramento Joan C. Roderick, Southwest Texas State University Salvatore Safina, University of Wisconsin Jean Anna Sellers, Fort Hays State University Andrea Smith–Hunter, Siena College Carol Smith White, Georgia State University Karen Sneary, Northwestern Oklahoma State University Jeanne Stannard, Johnson County Community College Terisa Tennison, Florida International University Michael Thompson, Brigham Young University Betsy Vardaman, Baylor University Robert von der Osten, Ferris State University Billy Walters, Troy State University George Walters, Emporia State University John L. Waltman, Eastern Michigan University F. Stanford Wayne, Southwest Missouri State Robert Wheatley, Troy State University Rosemary B. Wilson, Washtenaw Community College Karl V. Winton, Marshall University Beverly C. Wise, SUNY–Morrisville Aline Wolff, New York University Bonnie Yarbrough, University of North Carolina–Greensboro We also appreciate the notable talents and distinguished contributions of Anne Bliss, University of Colorado–Boulder Carolyn A. Embree, University of Akron  Preface xxix Susan S. Rehwaldt, Southern Illinois University Carla L. Sloan, Liberty University Deborah Valentine, Emory University Doris A. Van Horn Christopher, California State University–Los Angeles REVIEWERS OF DOCUMENT MAKEOVERS We sincerely thank the following reviewers for their assistance with the Document Make- over feature: Lisa Barley, Eastern Michigan University Marcia Bordman, Gallaudet University Jean Bush-Bacelis, Eastern Michigan University Bobbye Davis, Southern Louisiana University Cynthia Drexel, Western State College Kenneth Gibbs, Worcester State College Ellen Leathers, Bradley University Diana McKowen, Indiana University Bobbie Nicholson, Mars Hill College Andrew Smith, Holyoke Community College Jay Stubblefield, North Carolina Wesleyan College Dawn Wallace, South Eastern Louisiana University REVIEWERS OF MODEL DOCUMENTS In previous editions, model documents and their accompanying annotations received invaluable input from Dacia Charlesworth, Indiana University–Purdue University Fort Wayne Avon Crismore, Indiana University Nancy Goehring, Monterey Peninsula College James Hatfield, Florida Community College at Jacksonville Estelle Kochis, Suffolk County Community College Sherry Robertson, Arizona State University Diane Todd Bucci, Robert Morris University PERSONAL ACKNOWLEDGMENTS We wish to extend a heartfelt thanks to our many friends, acquaintances, and business associates who provided materials or agreed to be interviewed so that we could bring the real world into the classroom. A very special acknowledgment goes to George Dovel, whose superb writing skills, distinguished background, and wealth of business experience assured this project of clar- ity and completeness. Also, recognition and thanks to Jackie Estrada for her outstanding skills and excellent attention to details. Her creation of the “Peak Performance Grammar and Mechanics” material is especially noteworthy. Jill Gardner’s professionalism and keen eye for quality were invaluable. We also feel it is important to acknowledge and thank the Association for Business Communication, an organization whose meetings and publications provide a valuable forum for the exchange of ideas and for professional growth. Additionally, we would like to thank the supplement authors who prepared material for this new edition. They include Gina Genova, University of California–Santa Barbara; Jay Stubblefield, North Carolina Wesleyan College; Randall J. Gerber, Macomb Commu- nity College; Danielle Scane, Orange Coast College; and Maureen Steddin.  Dedication T his book is dedicated to you and the many thousands of other students who have used this book in years past. We appreciate the opportunity to play a role in your education, and we wish you success and satisfaction in your studies and in your career. John V. Thill Courtland L. Bovée xxx  Prologue Building a Career with Your Communication Skills Using This Course to Help Launch Your Career This course will help you develop vital communication skills that you’ll use throughout your career—and those skills can help you launch an interesting and rewarding career, too. This brief prologue sets the stage by helping you understand today’s dynamic workplace, the steps you can take to adapt to the job market, and the importance of creating an em- ployment portfolio and building your personal brand. Take a few minutes to read it while you think about the career you hope to create for yourself. Understanding Today’s Dynamic Workplace There is no disguising the fact that you are entering a tough job market, but there are several reasons for at least some hope over the longer term. First, the U.S. economy will recover from the Great Recession, although it