Transcript communication - Business Information Management

Chapter 10
“Be a yardstick of
quality. Some people
aren't used to an
environment where
excellence is
expected.”
Steve Jobs (1955- )
OBJECTIVES
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Explain the basics of utilizing modern workplace
telecommunication tools
Demonstrate proper business e-mail etiquette
Display professionalism when utilizing both the
telephone and mobile communication devices
(including texting and call behaviors)
Demonstrate professionalism when utilizing
social media tools
Demonstrate proper behaviors when participating
in video and teleconferences
ELECTRONIC COMMUNICATIONS AT WORK
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People are connected
electronically
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E-mail
Mobile devices
Texting
Instant messaging
Blogs wikis
Audio and video conferencing
TELECOMMUNICATION BASICS
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Common communication tools
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Various forms of computers
Software
E-mail
Internet
Mobile (smart) devices
TELECOMMUNICATION BASICS
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Employers may provide tools
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Use only for company business
Technology use policies
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Privacy
Liability
Potential misconduct issues
Use at proper time and place
When in doubt ask
TELECOMMUNICATION BASICS
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Practice good computer hygiene
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Routinely scan for viruses, cookies, and other
malicious coding
Regularly back-up documents
THE BUSINESS E-MAIL
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Popular for both internal and external
communications
Include subject in subject line
 Avoid “Hi,” “Hello,” “Urgent,”
“Important,” or “Test”
Only tag important e-mails urgent (!)
Avoid use of emoticons
Update and Maintain confidentiality of
electronic address book
WRITING E-MAILS
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Use proper layout, spelling, and grammar
Plan and identify the purpose
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What needs communicated
What action you want the receiver (s) to take
Informational
Topic for discussion
Decisional
Include only those who need to know the
information
WRITING E-MAILS
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Main recipient
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Copy
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“To”
Message directed to
“Cc”
Named in the message
Blind copy
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“Bcc”
Other recipients are not aware of the blind
copy recipient
WRITING E-MAILS
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Begin with a draft
Communicate your primary message
early in the e-mail
Include key points
Consider the reader’s perspective
Be positive
Use bullets or numbers for points
Edit
WRITING E-MAILS
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Positive e-mail habits
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Only mark important time sensitive message
urgent (!)
Check outgoing messages for proper spelling
and grammar
Don’t use all capital letter or colors
No decorative backgrounds or emoticons
Create and use a signature
Only use “return receipt” when necessary
Use an automated response to alert others if
you will be out of the office and unable to
respond to messages
TALK IT OUT
When would be an
appropriate time to use the
return receipt in an e-mail
message?
WRITING AN E-MAIL
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Do not misuse forwarding
messages
 Include individuals with whom
the information is relevant
 Do not forward a message that
would embarrass others
 If so, do not send
 Instead, summarize the
message for new recipients
and send to original parties
MOBILE (PORTABLE) DEVICES
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Common mobile (portable)
devices
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Cell phones
Smart phones
Personal digital assistants (PDAs)
Portable music/entertainment
devices
Wireless computers
MOBILE (PORTABLE) DEVICES
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Two basic guidelines-proper
time and place for its use
 When you are alone, in a
private area, and it is
permitted at work
 When attending a meeting or
business activity and it is
necessary for communication
MOBILE (PORTABLE) DEVICES
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If not relevant to the activity
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Silence and place face down or turn
off and put away
If an important call comes in,
excuse yourself and answer in
private
If you forget to turn off sound and it
rings, apologize and immediately
silence the device
MOBILE (PORTABLE) DEVICES
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Texting
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If with others, text only if related to
the business at hand
Use proper spelling and grammar
Turn off or silence when in meetings
Do not use when dining
Do not use text slang
PHONE ETIQUETTE
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When answering a call
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Try to answer on the first or second
ring
Start with a salutation
Identify yourself
Identify the company
Smile and speak clearly and slowly
Do not place someone on hold
without asking permission
PHONE ETIQUETTE
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Taking calls when with others
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Let the call go to voice mail unless
you are expecting an important call
Explain to those with you that you
are expecting a call
Ask your guest to excuse when you
take the call
PHONE ETIQUETTE
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When making a call
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Identify yourself
Make the call brief unless the
receiver approves a longer call
Do not eat or tend to personal
business
PHONE ETIQUETTE
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Speakerphones
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Used when on a conference call or a
hands free device is needed
Use in a private room
Ask individuals included in the class
for permission to use the
speakerphone
PHONE ETIQUETTE
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Voice mail messages
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Keep the message brief and
professional
State your name, purpose of the
call, and leave a return number
Speak slowly and clearly
Leave a short, but concise message
Keep your voice mail greeting
professional
SOCIAL MEDIA TOOLS
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Companies now use social media
tools
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Facebook
Video/photo file sharing
Blogs
Micro-blogs
Do not post a negative video or
vent on these outlets
SOCIAL MEDIA TOOLS
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Communication with wikis, blogs,
and instant messaging
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Wikis-collaborative website where
users edit and contribute to the site
Blogs (Web Logs)-online journals
where readers can comment
Instant Messaging (IM)-online
communication in real time
SOCIAL MEDIA TOOLS
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Separate personal sharing form
professional sharing
Refrain from identifying and/or
speaking poorly of the company,
employees, vendors, and
customers
Maintain a positive and
professional online image
VIDEO AND TELECONFERENCING
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Video conferencing
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Teleconference
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Two-way communication using video
and audio technology
Two-way communication using audio
technology
Prepare as if face-to-face
VIDEO AND TELECONFERENCING
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Tips for a successful electronic
meeting
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Plan ahead-check equipment
Dress professionally-for video
conferencing
Maintain a professional
environment-quiet appropriate
location
Speak to the camera
Avoid distracting noises-no music,
no eating, no drinking