1. BEST PRACTICES
Stephanie L. Bergstrom
ORG536-1– Contemporary Business Writing and
Communication
Colorado State University – Global Campus
Dr. Phillip Jackson
October 27, 2013

2. Introduction
The ability to communicate is the
most important skill employees can
possess in today’s workforce.
Employers seek staff with
exceptional communication skills, as
these employees can easily convey a
company’s message. As well, good
communicators can deliver
ideas, carry out expectations and
remove barriers between
staff, customers and management.

4. Communicate {effectively}
Orally
In Writing
Electronically
In Person
Four communication
channels provide a varied
and expansive way for
people to transmit and
receive information. These
methods must be used
when appropriate and
according to the message
being delivered.

5. Formal vs. Informal Channels
• Open, free-flowing
•
Grapevine
• Consistent
•
Social relationships
• Flows in three directions
•
Organizationally relevant
gossip
• Downward
• Upward
• Horizontal

6. Intercultural Communication
An ever-increasing global workforce
has expanded the need for
employees to make understanding
diversity a priority. Employees must
embody inclusive attitudes, while
increasing their awareness of the
office environment. As well, using
skills that foster understanding
between culturally diverse
stakeholders is fundamental.
Maintain Formality
Show Respect
Write/Speak Clearly
Be Inclusive

7. Ethical Considerations
Balancing the standards of right and
wrong are critical in the workforce.
 Mission statements
Employers implement a variety of
policies, procedures and workplace
trainings to foster ethical behavior.
 Compliance officers
Code of ethics support respect,
responsibility, fairness, honesty and
compassion. These codes provide a
guideline for employees to follow in
the workplace.
 Ethics Hotlines

9. Etiquette & Manners
Attitude
Listen
vs.
What?
Language
Respect
Formal
Rules

12. 3x3
Process
• Prewriting
• Writing
• Revising

13. Audience
The audience is the most important
factor in business writing. When
creating a business presentation or
sending business messages, writers
need to review a few factors
regarding the audience…
Who is the Audience?
What is the
relationship?
How will audience
react to message?
What does audience
know?

14. Information, Information!
Use formal & informal research
methods.
• Check files
• Conduct surveys
• Interview
• Scientific experiments
• Go to the source
Brainstorm
Lists
Research
Patterns
Outlines

15. Clear it up!
REVISING THE FINAL
PRODUCT
 Eliminate flabby
expressions.
 Limit long lead-ins.
 Reject redundancies.
 Purge empty words.

17. Electronic Channels
Electronic communication is an
efficient and quick way to transmit
information from writer to recipient.
Writers must remember to compose
messages professionally and review
the pros and cons of choosing a
specific message type.
Additionally, companies can utilize
electronic channels to promote their
company, new products or
enhancements. This is an innovative
way for companies to reach
consumers, employees and other
stakeholders.
Text/IM
E-mail
Messages
Podcast
Wiki/Blog

18. Social Networking
Online
communities
Extend company
reach
Build
relationships
Promote brand
recognition

20. Delivering Good News
 E-mails
 Memos
 Letters
 Open with clear
statement.
 Close with appreciation
and action request.
Analyze
• Purpose
Anticipate • Reaction
Adapt
• Delivery
Method

21. Sharing Bad News
 Clearly explain
 Avoid abusive language
 Remain professional
 Eliminate careless language
 Be empathetic & sensitive
 Apologize sincerely
 Be fair
 Explain clearly
 Maintain friendly relations
 Close pleasantly

23. Submitting Information
 Identify purpose
 Discuss goals
 Organize details
 Discuss resolution
Purpose of
Reports, Pr
oposals &
Plans
Solve
problems
Provide
services
Sell
equipment

25. Effective & Professional
 Know your audience
 Capture attention
 Text is the foundation
 Use templates
 Visual appeal
 Special effects
 Create hyperlinks
 Ask for interaction
 Transfer to the Internet