Communicating Electronically Business Communication , 15e Lehman and DuFrene Business Communication , 15 th  edition by Le...
<ul><li>Facilitates ___, convenient flow of __________ among users at various locations and time zones </li></ul><ul><li>I...
No one in my company writes anymore. We just send emails. <ul><li>That statement is true in most companies today. </li></u...
Instant Messaging (“interactive email” or “chat”) <ul><li>Real-time, simple, communication between groups of people </li><...
Guidelines for Preparing  Email Messages <ul><li>Use standard ________  </li></ul><ul><li>Provide a useful _______ line </...
<ul><li>Helps reader sort through a crowded mailbox </li></ul><ul><li>Specifically describes content of message but does n...
Netiquette Fundamentals <ul><li>Check email ________ </li></ul><ul><li>Do not contribute to email ________ </li></ul><ul><...
Email and the Law <ul><li>Assume responsibility for commitments made via email as printouts serve as verification </li></u...
E-vidence Mail:  Avoid the Legal Dangers <ul><li>Don’t write loose, rude, or informal messages </li></ul><ul><li>Avoid cas...
Types of Web Presences <ul><li>Intranet </li></ul><ul><ul><li>Distribute information to employees at various locations </l...
Web Users . . . <ul><li>Skim, browse, and hop between ______ rather than read an entire _________ </li></ul><ul><li>Scan f...
Writing for the Web <ul><li>Be brief and keep it simple </li></ul><ul><li>Consider appropriate jargon </li></ul><ul><li>Us...
Blogs for Business <ul><li>Are dynamic, with rapidly changing content </li></ul><ul><li>Can be searchable for useful archi...
Preparing Voice  Mail Greetings <ul><li>Update greeting to reflect ________ </li></ul><ul><li>Encourage callers to leave _...
Leaving Voice Mail Messages <ul><li>Speak slowly and clearly  </li></ul><ul><li>Repeat your name and phone number at the b...
Making a Professional Impression with Voice Mail <ul><li>Review greetings and messages before saving </li></ul><ul><li>Rer...
Cell Phone Communication <ul><li>Observe wireless free quiet zones </li></ul><ul><li>Respect others in crowded places by u...
Text Messaging <ul><li>Is used more for social communication than as a business tool </li></ul><ul><li>Is often used as su...
<ul><li>What is the purpose of  the message? </li></ul><ul><ul><li>Is the message straightforward and informative? </li></...
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Chapter 5

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Chapter 5

  1. 1. Communicating Electronically Business Communication , 15e Lehman and DuFrene Business Communication , 15 th edition by Lehman and DuFrene  Copyright 2008 by Thomson/South-Western Chapter 5
  2. 2. <ul><li>Facilitates ___, convenient flow of __________ among users at various locations and time zones </li></ul><ul><li>Increases ________ </li></ul><ul><li>Reduces cost and ______waste </li></ul>Benefits of Email fast information efficiency paper
  3. 3. No one in my company writes anymore. We just send emails. <ul><li>That statement is true in most companies today. </li></ul><ul><li>Of course workers write. Email messages involve writing. </li></ul><ul><li>You can use email in business? </li></ul>
  4. 4. Instant Messaging (“interactive email” or “chat”) <ul><li>Real-time, simple, communication between groups of people </li></ul><ul><li>Instantaneous exchange of graphics and files </li></ul><ul><li>Cost effective medium for internal and external communication </li></ul><ul><li>Informal medium with more attention on the message than on grammar/spelling </li></ul><ul><li>Security and virus prone </li></ul><ul><li>Computer access required </li></ul><ul><li>Potential nonwork use on the job </li></ul><ul><li>Danger of false identity and eavesdropping </li></ul>Disadvantages Advantages
  5. 5. Guidelines for Preparing Email Messages <ul><li>Use standard ________ </li></ul><ul><li>Provide a useful _______ line </li></ul><ul><li>Limit the message to single _____ directed toward receiver’s _________ </li></ul><ul><li>________ based on reader reaction </li></ul><ul><li>Use ______, technical words, and shortened terms selectively </li></ul><ul><li>Use graphic highlighting for better _________ </li></ul>headings subject readability topic receiver’s Organize jargon
  6. 6. <ul><li>Helps reader sort through a crowded mailbox </li></ul><ul><li>Specifically describes content of message but does not give away bad news </li></ul><ul><li>Will be meaningful in the future </li></ul><ul><li>Is followed with a restatement of the subject in the message </li></ul>Elements of an Effective Subject Line
  7. 7. Netiquette Fundamentals <ul><li>Check email ________ </li></ul><ul><li>Do not contribute to email ________ </li></ul><ul><li>Use email for appropriate messages </li></ul><ul><ul><li>Send _____, ______ messages </li></ul></ul><ul><ul><li>Do not send messages when you are ______ </li></ul></ul><ul><li>Beware of email _______ and _______ </li></ul><ul><li>Develop email _____________ habits </li></ul>promptly overload short direct angry viruses hoaxes organizational
  8. 8. Email and the Law <ul><li>Assume responsibility for commitments made via email as printouts serve as verification </li></ul><ul><li>Abide by copyright laws (use of graphics, message forwarding . . .) </li></ul><ul><li>Be familiar with laws that affect technology: </li></ul><ul><ul><li>Electronic Communications Privacy Act —allows companies to monitor email usage for legitimate business purposes </li></ul></ul>
  9. 9. E-vidence Mail: Avoid the Legal Dangers <ul><li>Don’t write loose, rude, or informal messages </li></ul><ul><li>Avoid casually deleting messages </li></ul><ul><li>Identify and organize relevant messages for easy retrieval </li></ul>
  10. 10. Types of Web Presences <ul><li>Intranet </li></ul><ul><ul><li>Distribute information to employees at various locations </li></ul></ul><ul><ul><li>Requires password </li></ul></ul><ul><li>Extranet </li></ul><ul><ul><li>Provides information and services to vendors, suppliers, and customers </li></ul></ul><ul><ul><li>Requires password </li></ul></ul><ul><li>Public web (Internet) presence </li></ul><ul><ul><li>Available to anyone, anytime </li></ul></ul>
  11. 11. Web Users . . . <ul><li>Skim, browse, and hop between ______ rather than read an entire _________ </li></ul><ul><li>Scan from top to bottom and left to right beginning at the ___ ________ side of the main content area. </li></ul><ul><li>Can more easily scan items in _______ rather than ____ </li></ul><ul><li>Refer infrequently to directions and are likely to read _________ steps than notes, sidebars, and help files. </li></ul>sections document top left-hand columns rows numbered
  12. 12. Writing for the Web <ul><li>Be brief and keep it simple </li></ul><ul><li>Consider appropriate jargon </li></ul><ul><li>Use eye-catching headlines </li></ul><ul><li>Break longer documents into small chunks </li></ul><ul><li>Use attention-getting devices judiciously </li></ul><ul><li>Avoid placing critical information in graphic form only </li></ul>
  13. 13. Blogs for Business <ul><li>Are dynamic, with rapidly changing content </li></ul><ul><li>Can be searchable for useful archives </li></ul><ul><li>Most are publicly available </li></ul><ul><li>Need current information for specific target audience </li></ul>
  14. 14. Preparing Voice Mail Greetings <ul><li>Update greeting to reflect ________ </li></ul><ul><li>Encourage callers to leave _______ messages </li></ul><ul><li>Instruct callers on __________ messages or being __________ to operator </li></ul><ul><li>Check your voice mail ________ and return messages within __ _____ </li></ul>schedule detailed reviewing transferred regularly 24 hours
  15. 15. Leaving Voice Mail Messages <ul><li>Speak slowly and clearly </li></ul><ul><li>Repeat your name and phone number at the beginning and end of message </li></ul><ul><li>Spell your name if needed </li></ul><ul><li>Leave a detailed message, making your purpose clear </li></ul><ul><li>Keep your message brief, 60 seconds or less </li></ul><ul><li>Ensure clear reception </li></ul>
  16. 16. Making a Professional Impression with Voice Mail <ul><li>Review greetings and messages before saving </li></ul><ul><li>Rerecord when necessary </li></ul><ul><li>Script messages before recording to shorten time </li></ul><ul><li>Stand, smile, and visualize receiver when recording </li></ul>
  17. 17. Cell Phone Communication <ul><li>Observe wireless free quiet zones </li></ul><ul><li>Respect others in crowded places by using conversational tone and message discretion </li></ul><ul><li>Place safety above phone usage while driving </li></ul><ul><li>Choose a secure communication channel for sending confidential or sensitive information </li></ul>
  18. 18. Text Messaging <ul><li>Is used more for social communication than as a business tool </li></ul><ul><li>Is often used as superficial greeting, such as a nod or wave </li></ul><ul><li>Requires even more conciseness than instant messaging </li></ul><ul><li>Is more informal and abbreviated than email </li></ul>
  19. 19. <ul><li>What is the purpose of the message? </li></ul><ul><ul><li>Is the message straightforward and informative? </li></ul></ul><ul><ul><li>Is a permanent record needed? </li></ul></ul><ul><li>Is the information personal or confidential? </li></ul><ul><li>Would an electronic message sacrifice positive human relations? </li></ul>Appropriate Use of Technology
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