Business Communication Skills for Managers Module 3: Written Communication

Changing Communication Channels

Modernizing Business Messages Traditional: consisted of letters, memos, brochures Modern: utilizing digital media (email, texting, chatting) How has communication changed the way we work? Always connected at work Shift from direct manager-to-employee relationships to more collaborative organization Work has become less structured

Digital versus Traditional Communication Digital Communication Methods Instant, Fast-Paced no delay Extensive one post can reach millions Convenient computer programs Communication for Change team-oriented means sharing and contribution

Digital versus Traditional Communication (cont.) Traditional Communication Methods Reader Preference Storage and Archive Security Convenience Perception Reader preference: intended audience Storage and archive: hard-copy document Security: data is protected Convenience: easy to access Perception: makes good impression and improves receiver’s perception

Internal Emails and Memos

Internal Business Communication What to do: Clear subject line Short, concise message Proofread Use email, text when appropriate Use social networking sites

Internal Business Communication What not to do: Don’t use all capital letters Don’t use “reply to all” Don’t send email, message when angry Don’t use abbreviations Don’t use company email for personal reasons Don’t use social media to communicate important information

Internal Emails Types of internal emails Newsletter Event notification Company policy change Announcement Meeting request Status update Internal Emails. Authored by: Robert Danielson. Provided by: Lumen Learning. License: CC BY: Attribution

Internal Emails (cont.) Structure and Format Subject line quick and concise use verbs Greetings: sound professional Openings: clear why recipient is receiving email Message body: to the point, think of audience Closing: desired outcomes/dates Signature: full contact information Subject line: quick and concise, use verbs Greetings: sound professional Openings: clear why recipient is receiving email Message body: to the point, audience Closing: desired outcomes/dates Signature: full contact information

Internal Emails (cont.) Think about message before writing - purpose, audience Take notes, brainstorm Reflect on tone Strive for clarity Format in easy-to-read manner Proofread How to make sure message is understood: Briefly state purpose Provide reader with context Use paragraphs to separate thoughts State desired outcome with possible response Image: Business Emails (COM1110 English Communication Skills). Authored by: Lisa Kwan. Provided by: youtube. Located at: https://www.youtube.com/watch?v=q53efkhG- 9E&feature=youtu.be. License: CC BY-SA: Attribution-ShareAlike

Memos Require strong organization in body of message, call for action in end Audience Purpose Style Heading Body paragraphs Format Closing Audience: formal vs. informal Style: succinct, professional Heading: date, subject, CC Format: deduction, induction Closing: courteous and clear call for action The Key Forms of Business Writing: Basic Memo. Authored by: UpWritePress. Provided by: youtube. Located at: https://www.youtube.com/watch?v=n5Zyn9y_MDs. License: CC BY: Attribution

Other Internal Communications

Email Chains and Listserv Early digital method of professional group communication Can easily add many recipients Provides information to customers but higher privacy risk Listserv: created to help manage large number of users Can find more real world examples of companies that use Listserv software here: http://www.lsoft.com/customers/casestudies.asp

Instant Messaging and Text Text messaging: ability to broadcast short bursts of information to phones Instant messaging: informal, sent and received in real time IM: useful in interactive customer support Should still be professional Image: Texting Mobile Phones Hands. Authored by: terimakasih0. Provided by: Pixabay. License: CC0

Multimedia Platforms and Social Media Presentations Blogs Wikis Podcasts Presentations: PowerPoint, Keynote, Prezi - visual Wikis: serves as knowledge base - online contributors Image: Office Windows Word. Authored by: Pixaline. Provided by: Pixabay. License: CC0 Image: Podcast Icon. Authored by: Pixel_perfect. Provided by: Pixabay. License: CC0

Multimedia Platforms and Social Media (cont.) Social Media: External Use Facebook, Twitter, Pinterest, LinkedIn Social Media: Internal Use allows large businesses to easily connect employees across different sites Image: Mobile Phone Smartphone Keyboard. Authored by: Geralt. Provided by: Pixabay. License: CC0

External Communication

Types of External Emails Requests Claims Complaints Adjustments

Customer Emails Personalize email Be appreciative Give thought to content and structure Provide a buffer when delivering bad news Image: Letters Email Newsletter. Authored by: IO-Images. Provided by: Pixabay. License: CC0

Customer Emails (cont.) Responding to critical message from customer Contact immediately Describe immediate remedy Describe why problem occurred Describe action to correct problem Offer positive thoughts Responding to customer’s request Provide answer right away, provide summary

Using the Right Communication Channel

Using the Right Communication Channel (cont.) Who is audience? How important is message? What is level of confidentiality? How much interactivity is needed? How much information needs to be conveyed?

Quick Review Advances in technology provide new ways to communicate privately and professionally email, SMS, IM, Listserv, social media Concepts of direct vs. indirect messages How to write effective business messages features of well-written communication