Kolin's Successful Writing at Work - Chapter 4

CHAPTER 4
E-Communications
at Work:
Email, Blogs, Messaging, and
Social Media
Philip C. Kolin
University of Southern Mississippi

Copyright © Cengage Learning. All rights reserved. 4 | 2
The Flow of Information Through
E-Communications
 Expect to use e-communication—often in
combination—in the course of the business
day.
 They are often used collectively to develop, edit, or
send information internally and externally.
 One method drives another.
 How carefully you manage your emails and
messaging gives your employer a good idea of
how well you do your job.

Differences Among
E-Communications
 When you need to write a longer message,
send an email with an attachment.
 When you want to communicate in more detail
with customers, write a blogpost.
 If your team needs to see brief information right
away, use the company’s messaging system.
 A text is an expedient way to ask or answer a
question.
 A tweet or social media is a fast way to share
news.

E-Communications Are Legal
Records
 Legal/Ethical Guidelines to Follow in Writing E-
Communications:
 Do not use them for personal messages.
 Take your time.
 Always protect your company’s best image.
 Be accurate.
 Respect your employer’s confidentiality.
 Never write any e-communication about a raise, a
grievance, or a complaint.

E-Communications Are Legal
Records
 Be professional and conscientious.
 Deliver what you promise.
 Be familiar with and follow your company’s
policies on e-communication and on any
company-specific app or social media site.
 Protect your business records from viruses,
span, worms, Trojan horses, and hackers by
following your company’s security procedures.
 Always follow company policy.

Email: Its Importance in the
Workplace (slide 1 of 2)
 Emails are the most common types of
workplace correspondence because they send
and receive information efficiently, enable
users to send a variety of text or graphics files,
enhance all phases of collaboration, and allow
you to communicate anytime, 24/7.

Email: Its Importance in the
• Emails are the most informal, relaxed type of
business correspondence. However, remember
that business emails are not personal emails:
keep your audience in mind, project a
professional image, review your emails before
sending, observe proper grammar and
mechanics, and remember that emails are legal
records.

Figure 4.1 An Email Sent to a Co-
worker120 CHAPTER 4 E-Communicationsat Work: Email, Blogs, Messaging, and Social Media
Arial 10
<Ali.Fatoul@craftworks.com>
<marge.parish@craftworks.com>
Status of Hinson-Davis Order
Hi, Marge,
At last the Hinson-Davis Company received its order, and they are very pleased
with our service. Victor Arana, their district manager, just called me to say the
order came in at 9:00 a.m. and by 9:15 it was up on their system.
I am going to send Arana a thank-you letter today to keep up the goodwill.
Things could not have gone smoother. Congrats to all.
Thanks,
Ali Fatoul
Vice President, Sales
Craftworks
<Ali.Fatoul@craftworks.com>
Mobile: 856-555-1782
Fax: 856-555-2341
www.craftworks.com
FIGURE 4.1 An Email Sent to a Co-worker
Gives all
necessary
details
concisely
Header
contains all
necessary
information
Indicates
follow-up
Uses
informal yet
professional
tone
Gives contact
information
U nlike with your personal email, you need to consider the impact your
©2015CengageLearning
ngageLearning.AllRightsReserved.ThiscontentisnotyetfinlandCengageLearning
aranteethispagewillcontaincurrentmaterialormatchthepublishedproduct.

Figure 4.2 Email Sent to a
Distribution List of Co-workersEmail: ItsImportancein the Workplace 121
Hello, Team:
To follow up on our conversation yesterday regarding working on this year’s
annual report, I’m glad our schedules are flexible. I’ve checked our calendars, and
we are all available next Tuesday the 21st at 10:30 a.m. Let’s meet in Conference
Room 410.
Don’t forget we have to draft a two- to three-page overview first that explains
NewTech’s strategic technology objectives for fiscal year 2016. Not an easy
assignment, but we can do it, gang.
It would be a big help if Annulla would forward copies of the reports for the last
three years. Would Peter please call Ms. Jhandez in Engineering for a copy of the
talk she gave last month to the Powell Chamber of Commerce? If memory serves
me correctly, she did a first-rate job summarizing NewTech’s accomplishments for
2015.
Thanks for all your splendid work, team. See you Tuesday.
Melinda Bell
Marketing Director
New Tech
<melinda.bell@newtech.com>
Fax: (603) 555-2162
Mobile: (603) 555-1505
www.newtech.com
Arial 10
<annulla.cranston@newtech.com>, <peter.hwang@newtech.com>,
<margaret.habermas>@newtech.com>, <a.pena@newtech.com>
Follow-up on collaboration on writing the annual report
<melinda.bell@newtech.com>
FIGURE 4.2 Email Sent to a Distribution List of Co-workers
Starts with
context for and
confirmation of
meeting
Precise subject
line
Provides clear
explanations
and instructions
Requests
information
politely
Ends by
building
morale
Provides
contact
information
1. Makesureyour email isconfidential and ethical.
Not For Sale
©201CengageLearning.AllRightsReserved.ThiscontentisnotyetfinlandCengageLearning
doesnotguaranteethispagewillcontaincurrentmaterialormatchthepublishedproduct.

Figure 4.3 A Poorly Written Email
Guilty of Flaming
Blogs 125
Arial 10
HEY GUYS------------
ARE YOU AWAKE OUT THERE? THIS IS THE THIRD TIME I HAVE SENT THIS
MESSAGE. AND I NEED YOU TO GET BACK TO ME STAT. MY BOSS IS ON MY
BACK. : P
I NEED THE UPGRADES YOUR SALES FOLKS--ROBERT T., JAN W., AND
GRAF H.--PROMISED BUT NEVER MADE GOOD ON.
FWIW YOU HAVE MISSED THE BOAT.
SAMMY
<newtech@widedoor.com>
Upgrades
<sammy@dataport.com>
All caps
perceived as
shouting
Insufficient
information
Unclear
abbreviation,
unprofessional
emoticon
No signature
block
Unprofessional
greeting
Discourteoustone,
ﬂaming
Vaguesubject line
FIGURE 4.3 A Poorly Written Email Guilty of Flaming
©2015CengageLearning Not For Sale
AllRightsReserved.Thiscontentisnotyetfin
a
landCengageLearning
willcontaincurrentmaterialormatchthepublishedproduct.

Blogs
 Blogs (short for web logs) are internal or
external websites for which employees or
management write short articles, or posts.
 Blogs are highly interactive, allowing for a two-
way or often group conversation between
author and audience.
 Individuals or organizations can host blogs, and
blogs carry different types of messages
depending on who sponsors them and why.

Figure 4.4 A Revised, Effective
Version of Figure 4.3126 CHAPTER 4 E-Communicationsat Work: Email, Blogs, Messaging, and Social Media
Arial 10
Service agreement.pdf
Uses email
address of
specific person
Precise subject
Polite salutation
Gets to the point
concisely but
diplomatically
Provides
explanation and
documentation
Ends with
clear-cut
directions
Professional
close
Includes
signature block
FIGURE 4.4 A Revised, Effective Version of the Poorly Written Email in Figure 4.3
a blog’s success. In fact, bloggers often post the number of visitors who have left
©201CengageLearning.AllRightsReserved.ThiscontentisnotyetfinlandCengageLearning

Figure 4.5 An Internal Blog
128 CHAPTER 4 E-Communicationsat Work: Email, Blogs, Messaging, and Social Media
Topic: New antivirus software
(comments: 6)
Hong, M cCarson, and Steinway, LLC
Topic: Importing HMS logo into memos, letters, etc.
(comments: 7)
Topic: Using the new binding machines
2/8/16, 10:43 a.m. (mschwartz): Hi, this is Maxine in IT . Congratulations to those of you who
have completed our training workshops on the new binding equipment, and I look forward to
working with individuals in the marketing and legal departments, who are scheduled for a
session next week.
Overall, I think the sessions have gone well. Howeve r, a number of questions have come up
about the new binding machines, and so I thought the best thing to do would be to post the
most frequently asked ones here, with answers:
1. Why are the binding machines located only on the 6th floor ? We're just waiting for
three additional machines to arrive from the supplier within the next two weeks. We will put
two of the new machines in the 5th floor copy room (5-204) for legal services and one in the
3rd floor copy room (3-122) for marketing and facilities.
2. Where are the supplies for the binding machines located ? You can find the supplies in
each of three copy rooms. IT apologizes about the shelf locations not being more clearly
labeled. We fixed that problem. Thanks for letting us know about it. Also, to help our
employees, IT has emailed all employees a detailed sheet for supplies and procedures for
the new machines.
3. Why can't I get the laminated insert pages to line up properly? Here's a tip to help you:
Make sure that the rounded edges of the inserts are facing out and that the squared edges
are lined up with the inside edges of the paper .
4. How do I avoid damaging legal documents when using the machines? To be on the
safe side, insert a few pages of scrap paper into the machine and do a test bind before
inserting original documents. You’ll then be sure that the machine is aligned properly .
I hope these answers help everyone out. If you have further comments or questions, please
email or call me at Extension 304.
(comments: 14)
Topic: What is the company policy on maternity/paternity leaves?
(comments: 7)
Topic: Prezi presentations — is there a specialist in-house to help?
(comments: 3)
Blog topics
clearly
differentiated
Uses clear and
concise title
Chooses an
informal yet
professional
tone
Keeps the blog
post brief and
chunks text
Lets readers
know IT is
responsive to
their needs
Tone is
conversational
but professional
Offers practical
help for
employees
Invites further
responses
“ Comments“
link allows
for further
discussion
Acknowledge
responses to
blog
FIGURE 4.5 An Internal Blog
©201CengageLearning.AllRightsReserved.Thiscontentisnotyetfin
a
landCengageLearning
ork: Email, Blogs, Messaging, and Social Media
tware
M cCarson, and Steinway, LLC
go into memos, letters, etc.
nding machines
Hi, this is Maxine in IT . Congratulations to those of you who
rkshops on the new binding equipment, and I look forward to
marketing and legal departments, who are scheduled for a
ve gone well. Howeve r, a number of questions have come up
s, and so I thought the best thing to do would be to post the
e, with answers:
nes located only on the 6th floor ? We're just waiting for
rive from the supplier within the next two weeks. We will put
5th floor copy room (5-204) for legal services and one in the
marketing and facilities.
the binding machines located ? You can find the supplies in
pologizes about the shelf locations not being more clearly
Thanks for letting us know about it. Also, to help our
employees a detailed sheet for supplies and procedures for
ed insert pages to line up properly? Here's a tip to help you:
ges of the inserts are facing out and that the squared edges
es of the paper .
egal documents when using the machines? To be on the
scrap paper into the machine and do a test bind before
ou’ll then be sure that the machine is aligned properly .
yone out. If you have further comments or questions, please
04.
any policy on maternity/paternity leaves?
ns — is there a specialist in-house to help?
For Sale
a

Figure 4.6 An External Blog on
Choosing an Eco-Friendly Product

Figure 4.7 An External Blog

Messaging (slide 1 of 2)
 Instant messages (IMs) are textual
conversations that take place online and in real
time. Increasingly, they are being used in the
workplace.
 Answer these questions to decide whether to
IM or email:
 How quickly does my message need to be
answered?
 How long and complex is my message?

Messaging (slide 2 of 2)
 Here are two other considerations:
 If your correspondence will be extensive, start an
email exchange that can extend over a longer
period.
 Do not use IM for client communications.

Figure 4.8 A Message Exchange
Between Co-workers136 CHAPTER 4 E-Communicationsat Work: Email, Blogs, Messaging, and Social Media
JuanB 9:15 AM
So am I; let’s talk.
DanielleS 10:01 AM
I just emailed my revision--OK or not?
JuanB 10:19 AM
Looks good, but not enough detail on the cost of implementation.
DanielleS 10:24 AM
I’ll take another stab at it lat er today.
JuanB 10:31 AM
FYI, I’ll fax you a copy of a similar short report so you have an idea of
what they’re looking for.
DanielleS 10:34 AM
Got it!
JuanB 10:49 AM
Let’s confer after you’ve had a chance to read it over.
DanielleS 1:10 PM
I’ve just read the report. Do you have the latest figures
on the expected implementation costs? Mine ar e from last quarter.
JuanB 1:18 PM
I don’t have them either, but let me call Florence Ng; she should have them.
DanielleS 1:36 PM
Got the cost figures, thanks. Great! They’re just what we need.
JuanB 1:25 PM
Florence said she’d send you the latest cost figures in an email.
DanielleS 9:14 AM
I’m working on the second draft of the environmental impact report today.
IM user names
are informal but
appropriate
Messages are
kept to 1–2 lines
each
Message
exchange sticks
to a single topic
Clear language
avoids “ text
speak”
Time stamp
accompanies
each message
Style is informal
but polite
Writer lets
co-worker
know there will
be a delay in
responding so
he can obtain
the information
Writer confirms
the necessary
information has
been received,
signaling the
end of the
exchange
FIGURE 4.8 A Message Exchange Between Co-workers
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guaranteethispagewillcontaincurrentmaterialormatchthepublishedproduct.

Text Messages
 Quick and quiet.
 Keeps employees who travel in the loop.
 Can be a valuable marketing tool.
 Can be crucial for safety alerts and
maintenance reminders.

Figure 4.9 Text Exchange Between
Two Public Works EmployeesWriting for Social Mediain the Workplace 139
FIGURE 4.9 An Example of a Text Message Exchange Between Ali and Thomas,
Two Public Works Employees
Not For Sale
a
landCengageLearning

Writing for Social Media in the
 Having a presence on Facebook, Pinterest,
Instagram, Twitter, Flinkr, YouTube, etc. is
mandatory in today’s global economy.
 Social Media is interactive. Fans and potential
customers need to know you are available and
eager to share information with them.
 It is important to know your customers and
what they like by keeping track of your visitors,
promising rewards for visiting your site, and
asking readers questions.

Writing for Social Media in the
 Make sure the company’s posts are current.
 Keep posts short.
 Don’t ignore complaints; respond to them
promptly.
 Visuals are essential to success by enhancing
a company’s appeal on social media.

Figure 4.10 Company’s Values and
Mission on Social MediaWriting for Social Mediain the Workplace 141
FIGURE 4.10 A Company’s Description of Its Values and Mission on Social Media
Not For Sale
a
landCengageLearning
(comments: 6)
(comments: 7)
session next week.
the new machines.
(comments: 14)
(comments: 7)
(comments: 3)
Blog topics
clearly
differentiated
Uses clear and
concise title
Chooses an
informal yet
professional
tone
Keeps the blog
post brief and
chunks text
Lets readers
know IT is
responsive to
their needs
Tone is
conversational
but professional
Offers practical
help for
employees
Invites further
responses
“ Comments“
link allows
for further
discussion
Acknowledge
responses to
blog
a
landCengageLearning

Figure 4.11 A Model Post on
Facebook
Writing for Social Mediain the Workplace 143
FIGURE 4.11 A Model Post on Facebook
Not For Sale128 CHAPTER 4 E-Communicationsat Work: Email, Blogs, Messaging, and Social Media
(comments: 6)
(comments: 7)
session next week.
the new machines.
(comments: 14)
(comments: 7)
(comments: 3)
Blog topics
clearly
differentiated
Uses clear and
concise title
Chooses an
informal yet
professional
tone
Keeps the blog
post brief and
chunks text
Lets readers
know IT is
responsive to
their needs
Tone is
conversational
but professional
Offers practical
help for
employees
Invites further
responses
“ Comments“
link allows
for further
discussion
Acknowledge
responses to
blog
a
landCengageLearning

Figure 4.12 Responding to
Criticism on Social Media146 CHAPTER 4 E-Communicationsat Work: Email, Blogs, Messaging, and Social Media
FIGURE 4.12 Responding to Criticism on Social Media
engageLearning
a
landCengageLearning
(comments: 6)
(comments: 7)
session next week.
the new machines.
(comments: 14)
(comments: 7)
(comments: 3)
Blog topics
clearly
differentiated
Uses clear and
concise title
Chooses an
informal yet
professional
tone
Keeps the blog
post brief and
chunks text
Lets readers
know IT is
responsive to
their needs
Tone is
conversational
but professional
Offers practical
help for
employees
Invites further
responses
“ Comments“
link allows
for further
discussion
Acknowledge
responses to
blog
a
landCengageLearning

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