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Communication in the Digital Age  WHAT IS DIGITAL MEDIA? Digital media = various platforms where humans communicate electronically. Consists of digitised content (text, graphics, audio and video) transmitted over internet or computer networks. Using digital media can help bu...

Communication in the Digital Age  WHAT IS DIGITAL MEDIA? Digital media = various platforms where humans communicate electronically. Consists of digitised content (text, graphics, audio and video) transmitted over internet or computer networks. Using digital media can help businesses to grow faster. The content should be professional, credible and likable. Useful tips when writing online. ✓ Clear (readable and understandable) ✓ Concise (straight to the point, efficient) ✓ Consistent (reliable, dependable)  ELECTRONIC TOOLS FOR COMMUNICATION Some examples: 1. EMAIL 2. INSTANT MESSAGING 3. TEXT MESSAGING 4. WEBSITE 5. PODCASTING  ELECTRONIC TOOLS FOR COMMUNICATION 1. EMAIL A primary medium for many companies, In the beginning, it offered a huge advantage in speed and efficiency Today, other tools eg instant messaging, social networks and shared workspaces are taking over specific tasks for which they are better suited. Eg for conversational communication or project management discussions  ELECTRONIC TOOLS FOR COMMUNICATION 2. INSTANT MESSAGING Available in standalone systems & as a function embedded in online meeting system, collaboration systems, social networks etc. Benefits: rapid response to urgent messages, lower cost than phone calls, ability to mimic one-on-one conversation and availability on various devices and systems. Drawbacks: security problems (computer viruses, network infiltration), the need for user authentication, the challenge of logging messages for later review and archiving. has little opportunity to convey non-verbal signals which increases the chances of message misinterpretation.  ELECTRONIC TOOLS FOR COMMUNICATION 3. TEXT MESSAGING Phone-based text messaging has a number of applications in business: ✓ marketing (eg alerting customers about new sale prices) ✓ customer service (eg airline flight status, package tracking) ✓ security (eg authenticating mobile banking transactions) ✓ crisis management (eg updating all employees working at a disaster scene) ✓ process monitoring (e.g. alerting computer technicians to system failures).  ELECTRONIC TOOLS FOR COMMUNICATION 4. WEBSITE Two key reasons why your writing on your website must be simple, clear and concise. 1. People want to find information quickly. 2. People are scanning your writing to find the information they want.  ELECTRONIC TOOLS FOR COMMUNICATION 5. PODCASTING The process of recording audio or video files and distributing them online via Really Simple Syndication (RSS) subscriptions Also known as web feeds, it saves the user from having to make daily trips to numerous websites for fresh content that is of interest to a person. Audiences can listen to or watch podcasts on a blog or website, or download and listen to them later. Benefit: conversational, person-to-person feel of the recordings, speaking from an outline and notes rather than a prepared script. SOCIAL MEDIA  SOCIAL MEDIA Social media content refers to any text, image, audio, or video published through a social media platform such as Facebook, Twitter, Instagram etc. In business, social media content for marketing is most effective when ✓ it engages your audience, ✓ gives them something of value, ✓ makes them trust your company, ✓ persuades them to share information with others, ✓ motivates them to return to your site.  Strategies for Business Communication on Social Networks ✓ Choose the best compositional mode for each message, purpose, and network. eg Informal status update mode works well for Facebook Wall posts but would be less effective for company overviews and mission statements. ✓ Join existing conversations, in addition to starting your own. Search for online conversations that are already taking place. Answer questions, solve problems, and respond to rumors and misinformation.  Strategies for Business Communication on Social Networks ✓ Anchor your online presence in your hub - a web presence that you own and control. Take advantage of the many automated links that are available on social media platforms eg link your Instagram posting to your Facebook page. ✓ Facilitate community building. Make it easy for customers and other audiences to connect with the company and with each other. Eg use the group feature on Telegram, Facebook etc to create special-interest groups. ✓ Restrict conventional promotional efforts to the right time and right place. Efforts to inject blatant “salespeak” into social networking conversations will usually be rejected by the audience.  Strategies for Business Communication on Social Networks ✓ Maintain a consistent personality. Eg LinkedIn has a more formal “vibe” than Instagram which tends to ‘chattier’. ✓ Manage conversational threads. Conversations with customers and other important parties often carry over to multiple messages, involve multiple employees, and sometimes cross over multiple media as well. With so many channels in place today, companies are beginning to use systems to track these conversational threads so that messages aren't dropped, and all parties can communicate productively. SOCIAL MEDIA ETIQUETTE FOR BUSINESS 1. Don’t Mix Some public figures get paid to post outrageous Business or inspiring things on their social media accounts, but mere mortals don’t have this and privilege. Pleasure If your job requires you to maintain a social media account with your name on it, don’t use it to talk about personal life. Keep separate accounts for this type of engagement. 2. Use If you’re posting a group photo, ask permission before tagging your friends, or post the photo Caution with the caption “Tag yourself” to encourage Posting & others to take the initiative. Tagging Make sure your profile pictures are Photos professional, especially on business-focused social sites eg LinkedIn. For a business page, a logo or representative image might be appropriate. 3. Be Self-Centred in Small Doses Before you post, tweet, or share anything, think about how others might interpret it – how will it be perceived? This is particularly important if you depend on these tools to market your professional side. 4. Understand That Your Sense of Humour Isn’t Universal Humour can elevate a brand’s marketing startegy You may add humour in your posts – just make sure it is appropriate and well-placed. Some posts might not be proper in a setting where people from different backgrounds gather together. 5. Don’t Be Reactive No matter how the fight starts, the results of social media spat (petty quarrel) are not constructive. You could develop a reputation as a hot head, and if you’re a senior employee, such as a Vice President or Public Relations Specialist, your employer could take action against you, even if the dispute has nothing to do with your job.  6. Avoid Over-Sharing Over-sharing is the quickest way to lose followers. Social presence is a big part of your personal brand*. *Personal branding is an ongoing process of developing and maintaining a reputation and impression of an individual, group, or organisation. Keep it interesting, engaging, and representative of your best characteristics. 7. Build a Some employers vet candidates’ social media activity before granting an interview or accepting Legacy for an application, so be sure that your accounts don’t jeopardize your chances. the Future Set your privacy settings on your personal accounts so that your posts aren’t visible to non- contacts. Remove and un-tag morally or legally questionable photos. Find and delete any disparaging (disrespectful) comments you’ve made about previous employers or colleagues. Make sure your LinkedIn profile has an updated resume and begin engaging with relevant professional groups.  8. Don’t Misrepresent Yourself Dishonesty can have serious personal and professional consequences, even on social media. A seemingly innocent embellishment/exaggeration could get you into trouble or discharged from your current position. 9. Make If you’re impaired in any way – lack of sleep, jet sure you are lag or angry– you’re more likely to break the rules of social media etiquette. in a better Wait to engage online until you’re in a better frame of frame of mind. mind! You’re liable to say something that could damage your personal or professional reputation. 10. Some social media etiquette principles are Understand broadly applicable, and many are extensions of offline courtesy. Each However, others such as what to include Platform’s in direct messages on Twitter, and when or with Best whom to connect on LinkedIn, are platform- Practices specific. Before you become an active user of a new social media platform, read up on its best practices. Since these practices can change as new features emerge, study up each month to stay current. VISUAL MEDIA Purpose of Using Visual Media 1. to motivate learners 2. to repeat information 3. to recall prior learning 4. to reduce learning effort 5. to make abstract ideas concrete 6. to create a concrete referent idea 7. to direct attention to important ideas/points  TYPES OF EFFECTIVE VISUAL MEDIA TO PRESENT INFO & DATA 1. Images Pictures have the power to attract, to persuade and to sell. People remember 10 per cent of what they hear, 20 per cent of what they read and 80 per cent of what they see. Colourful visuals are 82 per cent more effective at attracting our attention and helping us remember information. Illustrations perform the ‘basic principles of advertising’ since they attract attention, arouse interest, create desire and call for action (AIDA). Photography can have a significant impact on your marketing, sales and the ultimate success of your business.  TYPES OF EFFECTIVE VISUAL MEDIA TO PRESENT INFO & DATA 2. Videos Users prefer to watch videos to see real-life demonstration of products before making purchase decisions. Tips to create videos for marketing: 1. Tell a story 2. Make sure the introduction stands out 3. Create a stimulating title 4. Focus on the mission and less on the product 5. Don’t be boring 6. Make it mobile friendly 7. Keep it short and sweet (< 1 minute) 8.Think about SEO (keywords or key phrases added to online content to improve search engine rankings for those terms).  Advantages of Using Video as a Visual Media 1. Is more engaging. 2. Highlights the call-to-action. 3. People are more inclined to watch a short video vs read a long text. 4. Allows you to convey information using different communication styles (style, movement, special effects, closed captions, etc.) 5. Has more content delivery flexibility (can tell a story, make animated lists, use voice- over to your advantage while presenting graphics and illustrations). 6. Has more dynamic, interesting and effective presentation due to users’ increasingly low attention span 7.Dual exposure on YouTube and in Google search results and can be optimised to rank higher in search results and gain more visibility 8. Can add significant credibility to the individual or organisation (eg video testimonial). 9. Can improve a website’s conversion rate.  Disadvantages of Poor Video Execution 1. Can harm one’s reputation or worsen the brand positioning. 2. Poorly executed video integration can increase your website’s bounce rate and slow your overall website user experience. 3. A video that starts by itself every time you visit a website might get annoying if the website is visited frequently by customers, subscribers or equivalent.  TYPES OF EFFECTIVE VISUAL MEDIA TO PRESENT INFO & DATA 3. Infographics 9 TYPES OF INFOGRAPHICS 1. Statistical infographic Used to visualise survey results, present data from multiple sources, or backup an argument with relevant data Puts the focus on your data. The layout and visuals will help you tell the story behind your data. Your storytelling devices can include charts, icons, images and eye-catching fonts. 9 TYPES OF INFOGRAPHICS 2. Informational infographic Used to communicate a new or specialized concept, or to give an overview of a topic. Is usually divided into sections with descriptive headers and illustrative icons help communicate each point clearly. 9 TYPES OF INFOGRAPHICS 3. Timeline infographic Used for visualising the history of something, to highlight important dates, or to give an overview of events (for example, a project timeline). Visuals aids like lines, icons, photos, and labels all help to highlight and explain points in time. 9 TYPES OF INFOGRAPHICS 4. Process infographic Is the best infographic for providing a summary or overview of the steps in a process. Allows you to simplify and clarify each step. 9 TYPES OF INFOGRAPHICS 5. Geographic infographic Used to visualise location- based data, demographic data or large quantities of data Geographic infographics use map charts as the focus visual. Different types of map charts work better for different types of data. 9 TYPES OF INFOGRAPHICS 6. Comparison infographic Used to compare options in an unbiased way, or to make one option seem better. Typically, comparison infographic is split down in the middle vertically or horizontally, with one option on each side. 9 TYPES OF INFOGRAPHICS 7. Hierarchical infographic Can organise information from greatest to least. 9 TYPES OF INFOGRAPHICS 8. List infographic templates Used to share a collection of tips, or a list of resources, or a list of examples. List infographic templates are generally straightforward–the goal is to make them more eye- catching than a basic list. 9 TYPES OF INFOGRAPHICS 9. Resume infographic With the current job market being so saturated, job seekers need to find creative ways to set themselves apart. Infographic resume won’t be able to entirely replace a traditional resume in most cases. However, they are a great visual document to bring to an interview, to publish on your portfolio site, or to include in an email  The Communication Process By Nor Azlah Abu Bakar LIFE  “Professionals who communicate effectively, whether technical communicators or technical experts, usually achieve more career success and have greater job satisfaction than those without the skills to communicate their technical knowledge.” Rebecca E. Burnett University Professor Rhetoric & Professional Communication Department of English Iowa State University 2  What is Communication? The process of transmitting & receiving of information through verbal or nonverbal behaviour with the intention of conveying a message. Communication is Dynamic Irreversible Proactive Interactive Contextual  COMMUNICATION IS CONTEXTUAL Psychological context, needs, desires, values, personality that influence communication Situational context the psycho-social "where" you are communicating. (Classroom vs cafe interaction( Environmental context the physical "where" you are communicating. Furniture, location, noise level, temperature, season, time of day are examples of factors in the environmental context. (Library vs concert interaction) 4  COMMUNICATION IS CONTEXTUAL Cultural context the learned behaviors and rules that affect the interaction. If you come from a culture (foreign or within your own country) where it is considered rude to make long, direct eye contact, you will out of politeness avoid eye contact. If the other person comes from a culture where long, direct eye contact signals trustworthiness, then we have in the cultural context a basis for misunderstanding. 5  High Context vs Low Context Cultures https://www.youtube.com/watch?v=qKViQSnW-UA 7  Communicating Across Cultures https://www.youtube.com/watch?v=UimqMmMq9C0  Why do we communicate? To initiate some To impart To establish or action information, ideas, maintain links or attitudes, beliefs or relations with other feelings. people.  How do we communicate? The communication cycle Message SENDER RECEIVER Feedback  The Stages of Communication Process SENDER’S RECEIVER’S ACTIVITY ACTIVITY Conceives the Decodes the Message Message Encodes the Gives feedback Message Relays the Message  The Stages of Communication Process (cont.) SENDER’S ACTIVITY Conceives the Message Deciding to communicate & what to communicate. Encodes the message Message is put into words, gestures & expressions. Relays the message Message is sent via a channel of communication. (eg. notice board, letter) using a medium.  Medium of Communication Types of medium: 1) Written Communication eg. a letter, memorandum, note, report or list. 2) Oral Communication includes both face-to-face and remote communication eg. by telephone or television. 3) Visual/Non-verbal Communication eg. gestures, facial expressions, body movements, charts, pictures or screen displays.  How to Choose a Medium? Choosing a medium depends on factors such as: Time Complexity Distance Need for a written record Need for interaction Need for confidentiality (or conversely) Sensitivity Cost  The Stages of Communication Process (cont.) RECEIVER’S ACTIVITY Decodes the Message Interpreting, inferring and understanding what the message says. Gives feedback Feedback is given to indicate if the message has (or has not) been successfully received, understood and interpreted.  The reaction of the receiver which indicates that the message has (or has not) been successfully received, understood and What is interpreted. Feedback? There are 2 types of feedback – positive & negative.  Action taken as requested Letter/memo/note sent confirming receipt of message, Positive or replying to question/ Feedback invitation etc. Smile, nod, thumbs up.  No action, or wrong action taken No written response at all or Negative written request for more information, repetition etc. Feedback Silence, blank look, shrug.  Levels of Communication Intrapersonal communication: Communication with oneself. Interpersonal communication: Communication between two individuals, or between a number of individuals on a personal level. Impersonal/ Mass communication: Communication where the message is directed to large audience, with no direct contact between sender and receiver. Public communication: Takes place when the organization communicates with a number of receivers. For example: staff newsletter, reports, meetings etc.  COMMUNICATION STRUCTURES/NETWORKS Downward Communication – The channel managers use to send messages to employees or customers. Upward Communication – The channel subordinates use to send information to superiors Horizontal Communication – The path that managers and other employees use to communicate across departmental lines.  COMMUNICATION STRUCTURES/NETWORKS Crosswise Communication – The informal network that transcends the hierarchy and departmental boundaries. It is also known as the ‘grapevine’ used for more personal information and it travels through a less structured path in which employees learn or receive information informally and unofficially usually through gossip and rumour. Eg via instant messaging, social media etc  Types of Downward Communication Giving Orders Giving Recognition Correcting Behaviour Giving Information Getting Information Giving Performance Appraisals  Types of Upward Communication Giving Oral or Written Reports Reporting Periodic Project Statuses Reporting Problems, Concerns and Complaints Giving Information Asking for something Floating Suggestions and Ideas  Types of Horizontal Communication Sharing ideas for improvement Coordinating activities Providing assistance Getting to know peers as individuals Setting goals and defining roles Creating, examining, and improving methods  Types of Horizontal Communication Improving working relationships Defining, investigating, and solving problems Gathering, processing, and distributing information VERBAL COMMUNICATION STYLES  PASSIVE COMMUNICATOR Allows his own rights to be violated by failing to express his honest feelings. The goal is to avoid conflict no matter what. Also, it is seen as very safe since there is little risk involved. Characteristics - little eye contact, often defers to others’ opinions, usually has quiet tone, and may suddenly explode after being passive for too long.  Examples of a passive communicator’s responses: “I don’t know.” “Whatever you think.” “You have more experience than I. You decide.” “I’ll go with whatever the group decides.” “I don’t care. It doesn’t matter to me.”  AGGRESSIVE COMMUNICATOR Protects his own rights at the expense of others’ rights – no exceptions. The goal is to win at all costs; to be right. He thinks that people will listen to him if he acts aggressively. But, this behavior is very risky for relationships. Characteristics - eye contact is angry and intimidating; lots of energy; loud and belittling; never defers to others, or at least does not admit to; manipulative and controlling, often uses violence or verbal abuse.  Examples of a aggressive communicator’s responses: “I don’t know why you can’t see that this is the right way to do it.” “It’s going to be my way or not at all.” “You’re just stupid if you think that will work.” “Who cares what you feel. We’re talking about making things work here.”  ASSERTIVE COMMUNICATOR Protects his own rights without violating the rights of others. Uses balance in his way of communication. The goal is to communicate with respect and to understand each other; to find a solution to the problem. He takes a risk with others in the short run, but in the long run relationships are much stronger. Characteristics - eye contact is maintained; listens and validates others; confident and strong, yet flexible; very objective and unemotional; and presents his wishes clearly and respectfully.  Examples of a assertive communicator’s responses: “So what you’re saying is....” “I can see that this is important to you, and it is also important to me. Perhaps we can talk more respectfully and try to solve the problem.” “I think... I feel... I believe that....” “I would appreciate it if you...” Assertive communication is the healthiest because boundaries of all parties are respected. easier to solve problems with fewer emotional outbursts. When both parties do it, no one is hurt and all parties win on some level.  Potential Problems in Communication Distortion The way in which the meaning of a message is lost during the encoding and decoding stages of communication.  Potential Problems in Communication Noise Distractions and interference in the environment in which communication takes place, obstructing the process of communication by affecting the accuracy, clarity or arrival of the message.  Potential Problems in Communication (cont.) Types of Noise 1) Physical noise (eg traffic, alarm, other people chatting) 2) Technical noise (eg bad handwriting, crackle on a telephone line, poor connection) 3) Social noise (eg. interference created by differences in personality/culture or outlook of the sender and recipient) 4) Psychological noise (eg. excessive emotion - anger, fear, sadness, prejudice or nervousness)  Potential Problems in Communication (cont.) Personal differences An individual’s personality, mentality, experience and environment can cause distortion or noise in the communication process. E.g. 1) Racial, ethnic or regional origins: https://www.youtube.com/watch?v=bdeFdFEbuqk https://www.youtube.com/watch?v=qCo3wSGYRbQ 2) Religious beliefs and traditions. 3) Social class and socio-economic.  Potential Problems in Communication (cont.) Personal differences (cont.) 4) Education and training 5) Age https://www.youtube.com/watch?v=1co5bdo3Gyk 6) Gender 7) Occupation 8) Personality traits and types https://www.youtube.com/watch?v=KKDRZZAFOQg 9) Intelligence  What is Non-verbal Communication? Non-verbal It may be linked to communication words (eg. a tone of relates to conveying a voice), or it may be message without using independent of any words or symbols. verbal message.  Broad Types of Non-verbal Communication 1) Non-verbal communication linked to verbal communication, which adds meaning over and above what the speaker is saying in the words themselves/ ‘between the lines’ of a message. 2) Non-verbal communication independent of any verbal message, so that meaning is conveyed by non-verbal cues.  Channels of Non-verbal Communication 1) Physical Appearance 2) Kinesics (body position, motion & facial expression) 3) Haptics (physical touch) 4) Artifacts (personal objects)  Channels of Non-verbal Communication (cont.) 5) Proxemics (space) 6) Environmental factors 7) Chronemics (time) 8) Paralanguage (vocal sounds) 9) Silence 1. Physical Appearance: What does their physical appearance say about them?  2. Kinesics: What does their body language say about them?  3. Haptics: What does their body language say about them?  3. Haptics: What does their body language say about them?  4. Artifacts: Can you guess their occupations?  5. Proxemics: Can you guess their relation? 6. Environmental Factors: Can you guess the event? 7. Chronemics: 8. Paralanguage 9. Silence  Written Communication Advantages 1) Provide a permanent record of transaction or agreement. Evidence may be necessary for legal purposes. 2) Provide supporting confirmation and clarification of verbal messages and help in recollection of details. 3) Can be stored and later, retrieved for reference and analysis.  Written Communication (cont.) Advantages (cont.) 4) Are easily duplicated and sent out to numerous recipients. 5) Can relay complex ideas, aided by suitable layout and the permanence of the record, which allows the recipient to pore over it at length. 6) Perceived as impersonal, and can be used in situations where unusual formality or ‘distance’ need to be established. E.g. formal disciplinary proceedings.  Written Communication (cont.) Disadvantages 1)Time-consuming to produce and send. 2)Inflexible - message cannot be immediately altered despite new changes or errors discovered. 3)Seen as formal and impersonal – unsuitable for situations requiring persuasion, discussion or greater sensitivity.  Written Communication (cont.) Disadvantages (cont.) 4) Accessibility – the receiver’s ability to read and interpret written messages varies depending on level of education, race, gender etc. No instant feedback available to help in interpreting. 5) Distance – non-verbal signals & instant feedback are absent; the receiver has to interpret based on the words, presentation and written style only. Plato once said, “Wise men talk because they have something to say; fools, because they have to say something.” So follow the wise words of Abraham Lincoln, “It is better to keep one's mouth shut and be thought a fool than to open it and remove all doubt.”