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Business CommunicationBusiness Communication

Chapter 5Chapter 5

Communicating ElectronicallyCommunicating Electronically

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Electronic CommunicationElectronic Communication

AdvantagesAdvantages

Electronic communication now about 70% of allElectronic communication now about 70% of all

communication -- has fueled the cheap, efficient,communication -- has fueled the cheap, efficient,

broad sharing of information.broad sharing of information.

Email:Email:

>> Facilitates fast, convenient flow ofFacilitates fast, convenient flow of informationinformation

to different time zonesto different time zones and locationsand locations

>> Eliminates telephone tagEliminates telephone tag>> Saves telephone and postage costsSaves telephone and postage costs

>> Saves trees (read, dont print)Saves trees (read, dont print)

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Email EtiquetteEmail Etiquette

Avoid the temptation to overload the system withAvoid the temptation to overload the system with

see-how-smart-I-am copies to the entire world.see-how-smart-I-am copies to the entire world.

Most often, you are communicating within yourMost often, you are communicating within your

level so use of jargon and verbal short-hand islevel so use of jargon and verbal short-hand isacceptable since the recipient is likely toacceptable since the recipient is likely to

understand it. But dont use it to a superior.understand it. But dont use it to a superior.

Check e-mail several times a day andCheck e-mail several times a day andacknowledge each message even if you dontacknowledge each message even if you dont

send a full reply until later.send a full reply until later.

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Email EtiquetteEmail Etiquette

Dont address an action-requested email to moreDont address an action-requested email to morethan one person without spelling out who isthan one person without spelling out who isresponsible for which part.responsible for which part.

Dont send attachments containing complexDont send attachments containing complexgraphics, clip art, etc. They slow the system andgraphics, clip art, etc. They slow the system andsoak up storage capacity. Email is all about speedsoak up storage capacity. Email is all about speedand simplicity.and simplicity.

Be suspicious of emails with attachments fromBe suspicious of emails with attachments frompeople you dont know (viruses).people you dont know (viruses).

DontDontcommunicate in anger!communicate in anger!

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Email EtiquetteEmail Etiquette

Beware of email hoaxes. Here are hoax-Beware of email hoaxes. Here are hoax-

tracking websites for checking authenticity:tracking websites for checking authenticity:

> hoaxbusters.ciac.org/> hoaxbusters.ciac.org/>> www.urbanlegends.comwww.urbanlegends.com

>> www.snopes.comwww.snopes.com

>> www.truthorfiction.comwww.truthorfiction.com

http://www.urbanlegends.com/http://www.urbanlegends.com/http://www.snopes.com/http://www.snopes.com/http://www.truthorfiction.com/http://www.truthorfiction.com/http://www.truthorfiction.com/http://www.snopes.com/http://www.urbanlegends.com/

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Email and the LawEmail and the Law

The fact that email is more informal than paper communication, doesntThe fact that email is more informal than paper communication, doesntabsolve you from responsibility for what you send.absolve you from responsibility for what you send.

>> As the WorldCom and Enron lawsuits made eminentlyAs the WorldCom and Enron lawsuits made eminently clear,clear,email never dies. Nevertheless, when temptedemail never dies. Nevertheless, when tempted to file an email,to file an email,ask do I really need to keep this?ask do I really need to keep this?

>> Dont be seduced by convenience: Should I send thisDont be seduced by convenience: Should I send thisor talk face-to-face (more secure) instead?or talk face-to-face (more secure) instead?

>> Email also is subject to copyright laws.Email also is subject to copyright laws.

>> Encrypt sensitive messages and attachments so theyEncrypt sensitive messages and attachments so theycannot be forwarded.cannot be forwarded.

>> Email is not private; most employers monitor it.Email is not private; most employers monitor it.

>> Have all communication equipment checked periodically.Have all communication equipment checked periodically.>> Always log off when you leave your desk.Always log off when you leave your desk.

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Web-page CommunicationWeb-page Communication

Layers: intranet, extranet, public web pageLayers: intranet, extranet, public web page

Avoids complications of software/hardwareAvoids complications of software/hardware

interface by providing a commoninterface by providing a commonenvironment (the web).environment (the web).

Good for company-to-company virtualGood for company-to-company virtual

product-development teams and other inter-product-development teams and other inter-company cooperative projects that require acompany cooperative projects that require a

virtual obaya (big room).virtual obaya (big room).

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Website WritingWebsite Writing

Even more than usual, stress simplicity, clarity andEven more than usual, stress simplicity, clarity andreader convenience.reader convenience.

For English-speakers, use inverted pyramid styleFor English-speakers, use inverted pyramid stylewith most important words and phrases closest towith most important words and phrases closest totop-left corner.top-left corner.

Use more lists, bullets, and eye-catching headingsUse more lists, bullets, and eye-catching headingsthan usual to facilitate searching and aid quickthan usual to facilitate searching and aid quickinformation assimilation.information assimilation.

Dont use too many slow-loading graphics.Dont use too many slow-loading graphics. Same legal considerations as email.Same legal considerations as email. Be brief!Be brief!

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Voice Mail CommunicationVoice Mail Communication

Keep your greeting current with frequent updating andKeep your greeting current with frequent updating andinclude your email address and fax number to facilitateinclude your email address and fax number to facilitatefurther contact.further contact.

Encourage callers to leave detailed messages to minimizeEncourage callers to leave detailed messages to minimize

the necessity for a callback.the necessity for a callback. Check voice mail regularly and call back within 24 hours.Check voice mail regularly and call back within 24 hours.

When calling someone, mentally compose a messageWhen calling someone, mentally compose a messageahead of time so you are ready in case you need it.ahead of time so you are ready in case you need it.

Always try to sound upbeat, organized and energetic.Always try to sound upbeat, organized and energetic.

Voice mail is discoverable in a lawsuit.Voice mail is discoverable in a lawsuit.

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Call Phone CommunicationCall Phone Communication

Try not to use a cell phone in public. Put itTry not to use a cell phone in public. Put iton vibrate and retire to somewhere moreon vibrate and retire to somewhere moreprivate to hold your conversation.private to hold your conversation.

If you have to use it in public, keep yourIf you have to use it in public, keep yourvoice down.voice down.

Turn them off in meetings (and class).Turn them off in meetings (and class).

Cell phones are wireless and, therefore, notCell phones are wireless and, therefore, notsecure.secure.

Only an idiot uses a cell phone while driving.Only an idiot uses a cell phone while driving.

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Need for Face-to-faceNeed for Face-to-face

Technology always combines boon and burden.Technology always combines boon and burden. Electronic communication amplifies quantity byElectronic communication amplifies quantity by

transmitting more faster saving time. But it istransmitting more faster saving time. But it isbest for simple -- not complex -- information.best for simple -- not complex -- information.

It also cant increase the quality of information.It also cant increase the quality of information.Puzzling, pondering, analytical, face-to-facePuzzling, pondering, analytical, face-to-faceteamwork still is best for that.teamwork still is best for that.

Electronic communication also is very intrusive.Electronic communication also is very intrusive.

Even on vacation, you cant escape anymore!Even on vacation, you cant escape anymore! Finally, it should never be used as a way to avoidFinally, it should never be used as a way to avoid

face-to-face management.face-to-face management.