Transcript Document

Effective
Communication
for Colleges
9th Edition
Brantley & Miller
CHAPTER 4
Communication and
Electronic Technology
© 2002 SOUTH-WESTERN EDUCATIONAL PUBLISHING
Learning Objectives
Chapter 4
Slide
2
Identify Internet search techniques and conduct
efficient searches.
Explain when and how to use e-mail and facsimile
transfer to communicate the written word effectively.
Explain the importance of netiquette and acceptable
use policies.
Use appropriate references to enhance writing skills.
Explain when and how to use the telephone and voice
messaging to communicate the spoken word
effectively.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
3
The Internet




The Internet is a
complex interconnection
of networks.
Effective Communication for Colleges, 9th ed., by Brantley & Miller

World Wide Web
Browsers
Hypertext
Internet service provider (ISP)
Modem
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
4
Uniform Resource
Locator (URL)
Chapter 4
Slide
5
The location of each web site is indicated by its URL.
URLs consist of address parts separated by periods.
Example
balancesheet
swep com
balancesheet.swep.com
identifies the host
identifies the organization
identifies the domain type
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Internet Searches
Chapter 4
Slide
6
Search engines systematically search
the Web for documents on a specific
topic.
Users often search by keyword, which
is a word or phrase representative of a
topic.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Typical Search
Methodologies
Chapter 4
Slide
7
Method
Accomplishment
Topic
Looks for pages with search term as subject
of the page.
Looks for pages that contain designated
search term.
Looks for pages using a combination of
methodologies.
Looks for pages related to a search term even
when the specific term does not appear on the
page but is related to the subject of the page.
Keyword
Combination
Concept
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Typical Boolean
Operators
Chapter 4
Slide
8
Operator
Description
AND
Finds documents containing all the
specified words or phrases.
Finds documents containing at least one
of the words or phrases.
Excludes documents containing the
designated word.
OR
NOT
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Search Tips
Chapter 4
Slide
9
 Organize your thoughts, and list words
that are associated with the topic.
 Choose specific words as keywords.
 Use compound criteria to control the
search.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Electronic Mail (E-Mail)
E-mail offers:
Adaptability.
Speed.
Cost.
Convenience.
Message management.
Efficient distribution.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
10
Chapter 4
Slide
11
E-Mail Process
   
Your
Computer
Your
ISP
Receiver's
ISP
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Receiver’s
Computer
E-Mail Addresses
Chapter 4
Slide
12
A typical e-mail address consists of three parts:
user i.d. or account name
@ symbol
domain of the host where user has an account
Examples
[email protected]
[email protected]
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Effective E-Mail
Messages
Recognize the constraints of
corresponding by e-mail.
Focus on the receiver.
Use effective e-mail techniques.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
13
Effective E-mail Messages
Constraints
Legal and privacy issues
Company policy
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
14
Effective E-mail Messages
Receiver Focus
Chapter 4
Slide
15
 Follow the Communication-by-Objectives
approach.
 Use the six Cs of effective messages.
 Know your audience.
 Consider the topic and the receiver’s
perception of the topic.
 Get to the point quickly.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Effective E-mail Messages
Effective Techniques
 Create a single-topic message.
 Write a concise, clear, descriptive
subject line.
 Write in short, simple sentences.
 Present information in lists when
appropriate.
 Project a positive image.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
16
E-Mail Appropriateness
Chapter 4
Slide
17
Consider an alternative to e-mail when addressing
the following circumstances:
You need an immediate response.
The message requires confidentiality.
The situation is negative or sensitive.
The situation involves group decision making.
The message may be misinterpreted.
The message is long and/or complicated.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
E-Mail
Communication Barriers
Language mechanics
Informality
Convenience
Jargon
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
18
Emoticons
;)winking
:-)
smiling
:-(
frowning
:-D
laughing
:-<
upset
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
19
Chapter 4
Slide
20
Abbreviations
2L8
AKA
BFN
BRB
BTW
too late
also known as
bye for now
be right back
by the way
IMO
IOW
NBD
OTL
OTOH
in my opinion
in other words
no big deal
out to lunch
on the other hand
Effective Communication for Colleges, 9th ed., by Brantley & Miller
E-Mail Format Guidelines
Chapter 4
Slide
21
 Insert the receiver’s e-mail address after To.
 After Copies or Cc, insert the names and e-mail addresses of
others who need to receive the message.
 Omit information in the From line.
 Provide a concise, informative subject line.
 Address a person in the opening of your message the same way
you normally refer to that person.
 Key your message in traditional upper- and lowercase letters.
 Provide a blank line between paragraphs.
 Eliminate a complimentary close.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Etiquette on the Net
Chapter 4
Slide
22
Send messages only to those who need the information.
Use irony and humor with care.
Be polite and exercise good taste.
Do not flame.
Consider the receiver’s time.
Identify yourself.
Do not designate a message as urgent or priority unless
the message requires immediate attention.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Etiquette on the Net
Chapter 4
Slide
23
Do not key your message in all capital letters.
Limit the use of receipt requested.
Wait to respond to an e-mail that provoked an
emotional response.
Review a message before you “send” to make sure that
what you say is what you intend.
Check your e-mail regularly; in most cases, answer
promptly.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
24
Acceptable Use Policies
The following typical actions are not permitted:
 Sending or displaying offensive messages or pictures
 Using obscene language
 Harassing, insulting, or verbally attacking others
 Damaging computers, computer systems, or computer networks
 Violating copyright laws
 Using another person’s password
 Accessing without permission another person’s work or files
 Revealing personal addresses or phone numbers without
permission
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
25
Facsimile (Fax) Transfer
 Quick and easy
 Exact reproduction
 Transmission via telephone lines or
satellite
 Timed transmission capabilities
 Broadcast capabilities
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Content of Facsimile
Cover Sheet
Chapter 4
Slide
26
Transmission date
Number of pages
Receiver identification
Sender identification
Telephone number to
call if transmission is
not successful
 Receiver name
 Organization name
 Fax number
 Sender name
 Organization name
 Fax number
 Telephone number
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Facsimile Cover Sheet
MCM Industries
1500 Summit Lane
Woodinville, WA 98072
Fax
Facsimile Cover Page
To:
Fax:
Date:
Subject:
Chapter 4
Slide
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From:
Fax:
Telephone:
Pages (including cover):
If transmission is incomplete or if you receive this fax in error, please call 425-555-0195 immediately.
Message
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Adhesive Label
Chapter 4
Slide
28
Adhesive labels are an alternative to a fax cover sheet.
Date:
Number of pages:
To:
From:
Company/Department:
Company/Department:
Fax No:
Fax No:
Telephone No:
Telephone No:
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Facsimile Use
Chapter 4
Slide
29
Recognize the constraints of
corresponding by fax.
Focus on the receiver.
Use effective facsimile techniques.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Facsimile Use
Constraints
Confidentiality
Cost
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
30
Facsimile Use
Receiver Focus
Chapter 4
Slide
31
 Follow the Communication-by-Objectives
approach.
 Use the six Cs of effective messages.
 Know your audience.
 Consider the topic and receiver’s
perception.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Facsimile Use
Effective Techniques
Chapter 4
Slide
32
 Provide adequate sender and receiver
information.
 Check accuracy of fax number.
 Determine conversion quality of images
and text.
 Choose an easily readable font and style.
 Project a positive image.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
33
References
Print References
Dictionaries
Electronic References
Spell checkers
Thesauruses
Office reference
handbooks
Electronic
thesauruses
Grammar checkers
Effective Communication for Colleges, 9th ed., by Brantley & Miller
The Telephone
Chapter 4
Slide
34
Recognize the constraints of
communicating by telephone.
Focus on the receiver.
Use effective telephone techniques.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Telephone
Constraints
Length and complexity of message
Lack of body language
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
35
Telephone
Receiver Focus









Chapter 4
Slide
36
Follow the Communication-by-Objectives approach.
Use the six Cs of effective messages.
Know your audience.
Consider the topic and the receiver’s perception of the
topic.
Address receiver appropriately.
Pronounce receiver’s name correctly.
Be prepared with notepad, company directory, and list
of frequently called numbers.
Pay attention to the receiver.
Use the receiver’s name when you close.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Telephone
Effective Techniques
Chapter 4
Slide
37
 Before you dial, make notes of the points
you want to cover; avoid multiple topics.
 Open with a firm, welcoming greeting.
 Ensure accuracy by repeating important
information.
 Project a positive image.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Leaving an Effective
Voice Mail Message
Chapter 4
Slide
38
Recognize the constraints of
communicating by voice mail.
Focus on the receiver.
Use effective voice mail techniques.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Voice Mail
Constraints
Length and complexity of message
Company policy
Recording time
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
39
Voice Mail
Receiver Focus
Chapter 4
Slide
40
 Follow the Communication-by-Objectives
approach.
 Use the six Cs of effective messages.
 Know your audience.
 Consider the topic and the listener’s
perception of the topic.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Voice Mail
Effective Techniques
 Before calling, make notes of the points you
want to cover; avoid multiple topics.
 Identify yourself and the intended receiver.
 State the time and date of your call.
 Be specific about the reason for calling.
 State what response is expected.
 Close the message by leaving your name and
telephone number.
 Project a positive image.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 4
Slide
41
Creating an Effective
Voice Mail Greeting
Chapter 4
Slide
42
 Welcome your callers with a friendly tone.
 Record a short businesslike greeting without
background noise.
 Use appropriate volume, pitch, speed, and
pronunciation.
 Encourage callers to leave a detailed message.
 Check your voice mail regularly; act promptly.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Videoconferencing
Chapter 4
Slide
43
Videoconferencing is a television broadcast to
audiences in one or more locations.
Videoconferencing can be either one-way or
two-way.
 In a one-way videoconference, the presenter
provides information but does not provide for
immediate feedback from the audience.
 A two-way videoconference allows the presenter
and members of the audience to interact.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Web Presentations
Chapter 4
Slide
44
Can be used as alternative to videoconferencing
Can be used to conduct online classes
Can accommodate varying levels of interaction
Can be used in conjunction with other media
Can be prerecorded
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Voice Recognition
Chapter 4
Slide
45
Converting spoken words into written words
Example
Voice recognition software allows you to use a
microphone to dictate the words into the document.
Automating basic tasks
Example
Voice recognition software allows you to use a
voice command, such as “call home.”
Effective Communication for Colleges, 9th ed., by Brantley & Miller