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Chapter 5 Communicating Electronically Business Communication, 14e Lehman and DuFrene Business Communication, 14th edition by Lehman and DuFrene Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 Benefits of E-Mail Facilitates fast, convenient flow of information among users at various locations and time zones Increases efficiency Reduces cost and paper waste Business Communication, 14th edition by Lehman and DuFrene Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 Guidelines for Preparing E-Mail Messages Use standard headings (to, from, date, subject) Provide a useful subject line Limit the message to a single topic directed toward a receiver’s needs Sequence ideas based on reader reaction Use jargon, technical words, and shortened terms selectively Use graphic highlighting to enhance readability Business Communication, 14th edition by Lehman and DuFrene Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 Elements of an Effective Subject Line Business Communication, 14th edition by Lehman and DuFrene Helps reader sort through a crowded mailbox Describes content in an understanding way Will be meaningful in the future Is followed with a restatement of the subject Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 Netiquette Fundamentals Check e-mail promptly Do not contribute to e-mail overload Use e-mail for appropriate messages — Send short, direct messages — Do not send e-mail evoking emotion Beware of e-mail viruses and hoaxes Develop e-mail organization habits Business Communication, 14th edition by Lehman and DuFrene Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 and Appendix A E-Mail Formatting Guidelines Include appropriate salutation and closing Limit message to one screen Keep line length and paragraphs short Use mixed case Use emoticons and e-mail abbreviations in moderation Include signature file Proofread message Business Communication, 14th edition by Lehman and DuFrene Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 Instant Messaging (“interactive e-mail” or “chat”) Disadvantages Advantages Synchronous, fast, simple, communication between numerous people Security and virus prone Computer access required Instantaneous exchange of graphics and files Potential nonwork use on the job Cost effective medium for internal and external communication Danger of false identity and eavesdropping Informal medium with more attention on the message than on grammar/spelling Business Communication, 14th edition by Lehman and DuFrene Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 E-mail and the Law Assume responsibility for commitments made in e-mail as print-outs serve as verification Abide by copyright laws (use of graphics, forward of messages, etc.) Be familiar with laws that affect technology: — Electronic Communications Privacy Act (ECPA) — allows companies to monitor e-mail usage for legitimate business purposes — Privacy for Consumers and Workers’ Act — pending legislation to require employers to notify employees of monitoring policies and forbidding secret monitoring Business Communication, 14th edition by Lehman and DuFrene Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 Process of Web Development Maintaining Creating Useful Web Pages Publishing Business Communication, 14th edition by Lehman and DuFrene Designing Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 Guidelines for Developing Web Communications Design a tightly organized home page Assure a united look and feel Use graphics effectively Understand the needs of the end user Business Communication, 14th edition by Lehman and DuFrene Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 Writing for the Web Be brief and keep it simple Consider appropriate jargon Use eye-catching headlines Break longer documents into small chunks Use attention-getting devices judiciously Avoid placing critical information in graphic form only Business Communication, 14th edition by Lehman and DuFrene Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 Preparing Voice Mail Greetings Update greetings to reflect your schedule or special announcements Leave your full contact information and encourage callers to leave detailed messages Instruct callers as to how to review their messages or be transferred to an operator Critique message for professional tone and rerecord for clarity Check your voice mail regularly and return messages within 24 hours Treat voice mail as permanent legal records Business Communication, 14th edition by Lehman and DuFrene Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 Leaving Voice Mail Messages Speak slowly and clearly Repeat your name and phone number at the beginning and end of message Spell your name if needed Leave a detailed message, making your purpose clear Keep your message brief — about 60 seconds Assure clear reception Business Communication, 14th edition by Lehman and DuFrene Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 Cell Phone Communication Observe wireless free quiet zones Respect others in crowded places by using conversational tone and message discretion Place safety above phone usage while driving Choose a secure communication channel for sending confidential or sensitive information Business Communication, 14th edition by Lehman and DuFrene Copyright 2005 by South-Western, a division of Thomson Learning Chapter 5 Appropriate Use of Technology What is the purpose of the message? ─ Is the message straightforward and informative? ─ Is a permanent record needed? Is the information personal or confidential? Would an electronic message sacrifice positive human relations? Business Communication, 14th edition by Lehman and DuFrene Copyright 2005 by South-Western, a division of Thomson Learning