1. 10 Electronic Communications

2. CONCISE
APPROPRIATE
EFFICIENT

3. After studying these topics, you will benefit by:
Explaining the professional use of electronic communication tools
Constructing and utilizing messages
Using phone etiquette
Demonstrating the proper use of portable devices and texting
Applying professionalism to social media tools
Identifying proper behaviors in video and teleconferences

4. ELECTRONIC COMMUNICATIONS AT WORK
People are electronically connected
Phones
Mobile devices
Texting
Instant messaging
Blogs and wikis
Audio and video conferencing

5. TALK IT OUT
Identify the impact technology will have on the workplace in the next five years.

6. TELECOMMUNICATION BASICS
Common communication tools
Various forms of computers
Software
Internet
Mobile (smart) devices

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

8. TOPIC SITUATION Kathy and Technology
TOPIC RESPONSE: How might Kathy have better handled the situation of using her smartphone during the meeting?

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

10. BUSINESS E-MAILS Popular for both internal and external communication
Include subject in subject line
Avoid “Hi,” “Hello,” “Urgent,” “Important,” or “Test”
Only tag important s urgent (!)
Avoid use of emoticons
Update and maintain confidentiality of electronic address book

11. WRITING E-MAIL MESSAGES
Use proper layout, spelling, and grammar
Plan and identify the purpose
What needs to be communicated
What action you want the receiver to take
Informational
Topic for discussion
Decisional
Include only those who need to know the information

12. 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 recipients

13. WRITING E-MAIL MESSAGES
Begin with a draft
Communicate primary message early in the
Include key points
Consider the reader’s perspective
Be positive
Use bullets, numbers, or subheadings
Edit

14. WRITING E-MAIL MESSAGES
Positive habits
Only mark important, time-sensitive messages as urgent
Check outgoing messages for proper spelling and grammar
Don’t use all capital letters 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

15. TALK IT OUT
When is it appropriate to use the return receipt feature in an message?

16. WRITING AN E-MAIL MESSAGE
Do not misuse message forwarding
Include individuals with whom the information is relevant
Do not forward a message that would embarrass others
If it would, do not send
Instead, summarize the message for new recipients and send to original parties

17. TOPIC SITUATION Patrick’s E-mail
TOPIC RESPONSE:
Did Patrick appropriately handle the co-worker’s negative ?
Why or why not?

18. TALK IT OUT
What should you say to someone who is inappropriately using his or her mobile device during a meeting?

19. PORTABLE DEVICES and TEXTING
Common mobile (portable) devices
Cell phones
Smartphones
Personal digital assistants (PDAs)
Portable music/entertainment devices
Wireless computers

20. PORTABLE DEVICES and TEXTING
Two basic guidelines for using a personal electronic communication device at work:
Allowed when you alone, in a private area, and its use is permitted at work
When attending a meeting or business activity and it is necessary for communication

21. PORTABLE DEVICES and TEXTING
If use is not relevant to the activity
Silence and place device face down or turn off and put away
If you are waiting for an important call and it arrives, excuse yourself and answer in private
If you forget to turn off sound and it rings, apologize and immediately silence the device

22. PORTABLE DEVICES and 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

23. 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

24. 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 you when you take the call

25. 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

26. 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

27. 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

28. 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

29. 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

30. SOCIAL MEDIA TOOLS Separate personal sharing from professional sharing
Refrain from identifying and/or speaking poorly of the company, employees, vendors, and customers
Maintain a positive and professional online image
Online identity: image formed when someone is communicating with and/or researching you through electronic means

31. TOPIC SITUATION Irene’s Social Media Site
TOPIC RESPONSE:
If you were Irene and you knew your boss saw the social media site open on your computer, how would you respond?

32. 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

33. 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