1. Electronic Messages and Digital Media
Chapter 5
Electronic Messages and Digital Media

2. Communication Technology Today
Information is exchanged electronically and on the go.
The Web is a dynamic, interactive environment.
More data are now stored on and accessed from remote networks (cloud computing).
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 2

3. Flow of Information in Organizations
Two prevailing technological trends today:
Mobile communication
Cloud computing
Today’s workforce must stay connected at all times.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 3

4. Flow of Information in Organizations
Skills expected of business communicators:
Transmit information electronically
Use communication technology, including , instant messaging, text messaging, and corporate blogs
Understand how businesses use podcasts, wikis, and social media
Prepare effective digital messages
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 4

5. Written Messages at Work
Paper-based messages
Business letters
Interoffice memos
Reports
Proposals
Manuals
Brochures
Electronic messages
Instant messaging
Text messaging
Podcasts
Blogs
Wikis
Social media
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 5

6. Advantages WRITTEN MESSAGES ELECTRONIC MESSAGES Carry more weight
Taken more seriously in certain situations
Can be more attractively formatted
Advantages
ELECTRONIC
MESSAGES
Delivered instantaneously
Promote faster feedback
Considered a standard form of communication within organizations
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 6

7. Useful for Creating a permanent record WRITTEN MESSAGES
Projecting formality
Displaying confidentiality and sensitivity
Useful for
ELECTRONIC
MESSAGES
Sending short informal messages
Reaching multiple receivers
Saving and archiving messages
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 7

8. Components of E-Mail Messages and Memos
Subject Line 
Opening 
Body 
Closing
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 8

9. Informational E-Mails and Memos
Writing Plan 
Subject Line
Summarize the main idea
Avoid meaningless one-word subject lines such as Help or Urgent.
Type in upper- and lowercase letters—never in all upper- or lowercase.
Do not write as a complete sentence.
NEVER leave the subject line blank.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 9

10. Informational E-Mails and Memos
Writing Plan 
Subject Line
Instead of these:
Urgent!
we will meet this week
Try these:
Expense Form Due by Friday at 5 p.m.
Task Force Meeting Thursday, May 28
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 10

11. Informational E-Mails and Memos
Writing Plan 
Opening
Frontload: reveal main idea immediately in expanded form.
Instead of this:
Several employees have requested we set up a vanpool.
Try this:
We will meet this Friday at 2 p.m. to discuss a possible company vanpool.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 11

12. Informational E-Mails and Memos
Writing Plan 
Body
Explain and justify the opening.
Organize information and explanations logically.
Cover just one topic.
Use headings and numbered and bulleted lists to add high “skim value.”
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 12

13. Informational E-Mails and Memos
Writing Plan 
Closing
End with one or more of the following:
Action information, dates, or deadlines
Summary of the message
Closing thought
Avoid overused expressions such as Please don’t hesitate to let me know if I may be of further assistance.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 13

14. Informational E-Mails and Memos
Writing Plan 
Closing
Instead of this:
Thank you for your cooperation.
Try this:
Please let me know your answer by Monday, June 2.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 14

15. Formatting E-Mail Messages
Guide Words
To:
Ann
From:
Entered automatically
Date:
Subject:
Meaningful Topic Summary
Cc:
Receiver of copy
Bcc:
Receiver of blind copy
Attached:
Name of file attached
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 15

16. Formatting E-Mail Messages
Salutation Options
No salutation
Ann, Dear Ann:, Hi, or Good morning!
Include name in first line
“Thanks, Ann, for your help . . .”
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 16

17. Formatting E-Mail Messages
Body
Use standard uppercase and lowercase letters.
Cover just one topic.
Try to keep total message under three screens in length.
Double-space between paragraphs.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 17

18. Formatting E-Mail Messages
Closing
Consider a complimentary closing such as Warm regards or Cheers.
Always type your name at the bottom.
Include full contact identification when needed– especially for messages to outsiders.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 18

19. Model E-Mail Message Matt:
Two interns will work in your department from September 20 through November 30. As part of their supervision, you should do the following:
 Develop a work plan describing their duties.
To:
From:
Date:
Subject:
Cc:
Attached:
Matt Ferranto
Brooke Johnson
August 31, 201x
Supervising Two Assigned Interns
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 19

20. Model Message
 Supervise their work to ensure positive results.
 Assess their professionalism in completing all assigned work.
Please examine the packet we are sending you. It contains forms and additional information about the two students assigned to your department. Call me at Ext. 248 if you have questions.
Warm regards, Brooke Brooke Johnson
Human Resources & Development
Phone: (425)
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 20

21. Formatting Company Memos
Guide Words
Bold and double-space DATE, TO, FROM, SUBJECT.
Type guide words in all caps or with only initial letter capitalized.
Align all words after the colon following “Subject.”
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 21

22. Formatting Company Memos
Margins and Spacing on Plain Paper
Set 1-inch top and bottom margins and right and left margins of 1.25 inches.
Type the company name 1 inch from the top.
Double-space below the company name and type Memo or Memorandum.
Use “ragged-right” margins.
Single-space the body; double-space between paragraphs.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 22

23. Professional E-Mail Messages
Getting Started
Try composing offline.
Type the receiver’s address correctly.
Avoid misleading subject lines.
Apply the top-of-the-screen test.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 23

24. Professional E-Mail Messages
Content, Tone, and Correctness
Be concise.
Don’t send anything you wouldn’t want published.
Don’t use to avoid contact.
Care about correctness and tone.
Resist humor and sarcasm.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 24

25. Professional E-Mail Messages
Netiquette
Never send blanket copies or “spam.”
Use capital letters only for emphasis or for titles.
Don’t forward without permission
Beware of long threads.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 25

26. Professional E-Mail Messages
Reading and Replying
Scan all messages before replying.
Print only when necessary.
Acknowledge receipt.
Don’t automatically return the sender’s message.
Revise the subject line if the topic changes.
Provide a clear, complete first sentence.
Never respond when you are angry.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 26

27. Professional E-Mail Messages
Personal Use
Don’t use company computers for personal matters unless allowed by your organization.
Assume that all is monitored.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 27

28. Professional E-Mail Messages
Other Smart Practices
Use design to improve readability of longer messages.
Consider cultural differences.
Double-check before hitting the Send button.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 28

29. Instant Messaging and Texting
Best Practices
Learn about your organization’s IM policies. Are you allowed to use IM?
Don’t text or IM while driving.
Make yourself unavailable when you need to complete a project or meet a deadline.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 29

30. Instant Messaging and Texting
Best Practices
Organize your contact list to separate business contacts from family and friends.
Keep your messages simple and to the point.
Don’t use IM or text to send confidential or sensitive information.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 30

31. Instant Messaging and Texting
Best Practices
Be aware that instant messages can be saved.
If personal messaging is allowed, keep it to a minimum.
Show patience by not blasting multiple messages to coworkers if response is not immediate.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 31

32. Instant Messaging and Texting
Best Practices
Keep your presence status up-to-date.
Beware of jargon, slang, and abbreviations.
Respect your receivers by using proper grammar, spelling, and proofreading.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 32

33. Business Podcast Basics
May consist of audio and video files.
Can be downloaded or streamed on a Web site.
May be used by media outlets, in education, and by organizations for such activities as training and marketing.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 33

34. Creating Business Podcasts
Download software.
Obtain hardware.
Organize the message.
Choose an extemporaneous or scripted delivery.
Prepare and practice.
Publish and distribute your message.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 34

35. Professional Blogs and Twitter
Blogs: Web sites with journal entries written by one person
Feedback left by readers
Help companies interact with customers
Help keep employees informed
Twitter: Microblogging service
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 35

36. Professional Blogs and Twitter
How Businesses Use Blogs and Twitter
For public relations, customer relations, and crisis communication
For market research
To create online communities
For internal communication and recruiting
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 36

37. Professional Blogs and Twitter
Tips for Creating a Professional Blog
Identify your audience.
Find a home for your blog.
Craft your message.
Make “blogrolling” (linking to related sites or blogs) work for you.
Attract search tools by choosing the right keywords.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 37

38. Professional Blogs and Twitter
More Tips for Creating a Professional Blog
Blog often.
Monitor the traffic to your site.
Seek permission from your employer.
Stay away from inappropriate topics.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 38

39. Wiki Basics
Wiki: A Web site with collaborative software that allows users to create documents that can be updated and edited
Used for collaborating across time zones and distances
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 39

40. Wikis and Collaboration
How Businesses Use Wikis
To share information between headquarters and satellite offices
To create a knowledge base
To facilitate meetings
To create a highly interactive environment for projects
To document projects
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 40

41. Wikis and Collaboration
How To Be a Valuable Wiki Contributor
Be polite and show respect.
Avoid improper or ambiguous language.
Don’t attack or harshly criticize another contributor.
Pay attention to grammar and spelling.
Verify your facts.
Give credit where credit is due.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 41

42. Social/Professional Networking
The Basics
Businesses connect with customers and employees, share company news, and exchange ideas on social networking sites such as Facebook and Twitter.
Recruiters looks for talent on professional networking sites such as LinkedIn.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 42

43. Social/Professional Networking
How Businesses Use Social Networks
For brainstorming and teamwork
To boost brand image
To provide a forum for collaboration
To create buzz
To get feedback from customers
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 43

44. Social/Professional Networking
How To Use Social Network Sites and Keep Your Job
Exercise caution and think before you post.
Don’t share sensitive or inappropriate information or photos.
Be careful when blocking colleagues or turning down friend invitations.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 44

45. Social/Professional Networking
How To Harness the Potential of Professional Networking Sites
Use as a valuable source for referrals and recommendations.
Keep your profile “clean.”
Highlight awards, professional goals, and accomplishments.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 45

46. “More companies are discovering that an über-connected workplace is not just about implementing a new set of tools—it is also about embracing a cultural shift to create an open environment where employees are encouraged to share, innovate and collaborate virtually.”
-- Karie Willyerd and Jeanne C. Meister
HarvardBusiness.org
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition
Chapter 5, Slide 46

47. END