Kolin's Successful Writing at Work - Chapter 4

CHAPTER 4E-Communications

at Work: Email, Blogs, Messaging, and

Social Media

Philip C. KolinUniversity 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 Workplace (slide 2 of 2)

• 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-worker


Figure 4.2 Email Sent to a Distribution List of Co-workers


Figure 4.3 A Poorly Written Email Guilty of Flaming


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 4.3


Figure 4.5 An Internal Blog


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-workers


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 Employees


Writing for Social Media in the Workplace (slide 1 of 2)

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 Workplace (slide 2 of 2)

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 Media


Figure 4.11 A Model Post on Facebook


Figure 4.12 Responding to Criticism on Social Media

Education

Kolin's Successful Writing at Work - Chapter 4