Chapter 10

“Be a yardstick of quality “Be a yardstick of quality. Some people aren't used to an environment where excellence is expected.” Steve Jobs (1955- )

OBJECTIVES 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 People are connected electronically E-mail Mobile devices Texting Instant messaging Blogs wikis Audio and video conferencing

TELECOMMUNICATION BASICS Common communication tools Various forms of computers Software E-mail Internet Mobile (smart) devices

TELECOMMUNICATION BASICS Employers may provide tools Use only for company business Technology use policies Privacy Liability Potential misconduct issues Use at proper time and place When in doubt ask

TELECOMMUNICATION BASICS Practice good computer hygiene Routinely scan for viruses, cookies, and other malicious coding Regularly back-up documents

THE BUSINESS E-MAIL 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 Use proper layout, spelling, and grammar Plan and identify the purpose 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 Main recipient Copy Blind copy “To” Message directed to Copy “Cc” Named in the message Blind copy “Bcc” Other recipients are not aware of the blind copy recipient

WRITING E-MAILS 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 Positive e-mail habits 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 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 Common mobile (portable) devices Cell phones Smart phones Personal digital assistants (PDAs) Portable music/entertainment devices Wireless computers

MOBILE (PORTABLE) DEVICES 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 If not relevant to the activity 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 Texting 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 When answering a call 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 Taking calls when with others 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 When making a call Identify yourself Make the call brief unless the receiver approves a longer call Do not eat or tend to personal business

PHONE ETIQUETTE Speakerphones 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 Voice mail messages 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 Companies now use social media tools Facebook Video/photo file sharing Blogs Micro-blogs Do not post a negative video or vent on these outlets

SOCIAL MEDIA TOOLS Communication with wikis, blogs, and instant messaging 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 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 Video conferencing Two-way communication using video and audio technology Teleconference Two-way communication using audio technology Prepare as if face-to-face

VIDEO AND TELECONFERENCING Tips for a successful electronic meeting 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