© 2002 SOUTH-WESTERN EDUCATIONAL PUBLISHING 9th Edition Brantley & Miller Effective Communication for Colleges CHAPTER 4 Communication and Electronic Technology

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 2 Learning Objectives  Identify Internet search techniques and conduct efficient searches.  Explain when and how to use and facsimile transfer to communicate the written word effectively.  Explain the importance of netiquette and acceptable use policies.  Use appropriate references to enhance writing skills.  Explain when and how to use the telephone and voice messaging to communicate the spoken word effectively.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 3 The Internet The Internet is a complex interconnection of networks.    

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 4 World Wide Web  Browsers  Hypertext  Internet service provider (ISP)  Modem

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 5 balancesheet.swep.com Example Uniform Resource Locator (URL)  The location of each web site is indicated by its URL.  URLs consist of address parts separated by periods. balancesheet identifies the host swep identifies the organization com identifies the domain type

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 6 Internet Searches Search engines systematically search the Web for documents on a specific topic. Users often search by keyword, which is a word or phrase representative of a topic.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 7 TopicLooks for pages with search term as subject of the page. KeywordLooks for pages that contain designated search term. CombinationLooks for pages using a combination of methodologies. ConceptLooks for pages related to a search term even when the specific term does not appear on the page but is related to the subject of the page. Typical Search Methodologies MethodAccomplishment

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 8 ANDFinds documents containing all the specified words or phrases. ORFinds documents containing at least one of the words or phrases. NOTExcludes documents containing the designated word. Typical Boolean Operators OperatorDescription

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 9 Search Tips  Organize your thoughts, and list words that are associated with the topic.  Choose specific words as keywords.  Use compound criteria to control the search.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 10 Electronic Mail ( ) offers:  Adaptability.  Speed.  Cost.  Convenience.  Message management.  Efficient distribution.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 11 Process  Your Computer  Your ISP  Receiver's ISP  Receiver’s Computer

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 12 Addresses  user i.d. or account name symbol  domain of the host where user has an account A typical address consists of three parts: Examples

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 13 Effective Messages  Recognize the constraints of corresponding by .  Focus on the receiver.  Use effective techniques.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 14 Effective Messages Constraints  Legal and privacy issues  Company policy

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 15 Effective Messages Receiver Focus  Follow the Communication-by-Objectives approach.  Use the six Cs of effective messages.  Know your audience.  Consider the topic and the receiver’s perception of the topic.  Get to the point quickly.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 16 Effective Messages Effective Techniques  Create a single-topic message.  Write a concise, clear, descriptive subject line.  Write in short, simple sentences.  Present information in lists when appropriate.  Project a positive image.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 17  You need an immediate response.  The message requires confidentiality.  The situation is negative or sensitive.  The situation involves group decision making.  The message may be misinterpreted.  The message is long and/or complicated. Appropriateness Consider an alternative to when addressing the following circumstances:

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 18 Communication Barriers  Language mechanics  Informality  Convenience  Jargon

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 19 Emoticons ;)winking :-)smiling :-(frowning :-Dlaughing :-<upset

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 20 Abbreviations 2L8too late AKAalso known as BFNbye for now BRBbe right back BTWby the way IMOin my opinion IOWin other words NBDno big deal OTLout to lunch OTOHon the other hand

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 21 Format Guidelines  Insert the receiver’s address after To.  After Copies or Cc, insert the names and addresses of others who need to receive the message.  Omit information in the From line.  Provide a concise, informative subject line.  Address a person in the opening of your message the same way you normally refer to that person.  Key your message in traditional upper- and lowercase letters.  Provide a blank line between paragraphs.  Eliminate a complimentary close.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 22 Etiquette on the Net  Send messages only to those who need the information.  Use irony and humor with care.  Be polite and exercise good taste.  Do not flame.  Consider the receiver’s time.  Identify yourself.  Do not designate a message as urgent or priority unless the message requires immediate attention.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 23 Etiquette on the Net  Do not key your message in all capital letters.  Limit the use of receipt requested.  Wait to respond to an that provoked an emotional response.  Review a message before you “send” to make sure that what you say is what you intend.  Check your regularly; in most cases, answer promptly.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 24 Acceptable Use Policies The following typical actions are not permitted:  Sending or displaying offensive messages or pictures  Using obscene language  Harassing, insulting, or verbally attacking others  Damaging computers, computer systems, or computer networks  Violating copyright laws  Using another person’s password  Accessing without permission another person’s work or files  Revealing personal addresses or phone numbers without permission

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 25 Facsimile (Fax) Transfer  Quick and easy  Exact reproduction  Transmission via telephone lines or satellite  Timed transmission capabilities  Broadcast capabilities

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 26 Content of Facsimile Cover Sheet  Transmission date  Number of pages Receiver name Organization name Fax number  Receiver identification  Sender identification  Telephone number to call if transmission is not successful Sender name Organization name Fax number Telephone number

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 27 Facsimile Cover Sheet Fax MCM Industries 1500 Summit Lane Woodinville, WA Facsimile Cover Page To: Fax: Date: Subject: From: Fax: Telephone: Pages (including cover): If transmission is incomplete or if you receive this fax in error, please call immediately. Message

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 28 Adhesive Label Adhesive labels are an alternative to a fax cover sheet. Date: To: Company/Department: Fax No: Telephone No: Number of pages: From: Company/Department: Fax No: Telephone No:

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 29 Facsimile Use  Recognize the constraints of corresponding by fax.  Focus on the receiver.  Use effective facsimile techniques.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 30 Facsimile Use Constraints  Confidentiality  Cost

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 31 Facsimile Use Receiver Focus  Follow the Communication-by-Objectives approach.  Use the six Cs of effective messages.  Know your audience.  Consider the topic and receiver’s perception.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 32 Facsimile Use Effective Techniques  Provide adequate sender and receiver information.  Check accuracy of fax number.  Determine conversion quality of images and text.  Choose an easily readable font and style.  Project a positive image.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 33 References Print References  Dictionaries  Thesauruses  Office reference handbooks Electronic References  Spell checkers  Electronic thesauruses  Grammar checkers

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 34 The Telephone  Recognize the constraints of communicating by telephone.  Focus on the receiver.  Use effective telephone techniques.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 35 Telephone Constraints  Length and complexity of message  Lack of body language

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 36 Telephone Receiver Focus  Follow the Communication-by-Objectives approach.  Use the six Cs of effective messages.  Know your audience.  Consider the topic and the receiver’s perception of the topic.  Address receiver appropriately.  Pronounce receiver’s name correctly.  Be prepared with notepad, company directory, and list of frequently called numbers.  Pay attention to the receiver.  Use the receiver’s name when you close.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 37 Telephone Effective Techniques  Before you dial, make notes of the points you want to cover; avoid multiple topics.  Open with a firm, welcoming greeting.  Ensure accuracy by repeating important information.  Project a positive image.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 38 Leaving an Effective Voice Mail Message  Recognize the constraints of communicating by voice mail.  Focus on the receiver.  Use effective voice mail techniques.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 39 Voice Mail Constraints  Length and complexity of message  Company policy  Recording time

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 40 Voice Mail Receiver Focus  Follow the Communication-by-Objectives approach.  Use the six Cs of effective messages.  Know your audience.  Consider the topic and the listener’s perception of the topic.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 41 Voice Mail Effective Techniques  Before calling, make notes of the points you want to cover; avoid multiple topics.  Identify yourself and the intended receiver.  State the time and date of your call.  Be specific about the reason for calling.  State what response is expected.  Close the message by leaving your name and telephone number.  Project a positive image.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 42 Creating an Effective Voice Mail Greeting  Welcome your callers with a friendly tone.  Record a short businesslike greeting without background noise.  Use appropriate volume, pitch, speed, and pronunciation.  Encourage callers to leave a detailed message.  Check your voice mail regularly; act promptly.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 43 Videoconferencing  Videoconferencing is a television broadcast to audiences in one or more locations.  Videoconferencing can be either one-way or two-way. In a one-way videoconference, the presenter provides information but does not provide for immediate feedback from the audience. A two-way videoconference allows the presenter and members of the audience to interact.

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 44 Web Presentations  Can be used as alternative to videoconferencing  Can be used to conduct online classes  Can accommodate varying levels of interaction  Can be used in conjunction with other media  Can be prerecorded

Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 45  Automating basic tasks Voice Recognition  Converting spoken words into written words Example Voice recognition software allows you to use a microphone to dictate the words into the document. Example Voice recognition software allows you to use a voice command, such as “call home.”