1. Chapter 10

2. “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- )

3. OBJECTIVES
Explain the basics of utilizing modern workplace telecommunication tools
Demonstrate proper business 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

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

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

6. 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

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

8. THE BUSINESS
Popular for both internal and external communications
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

9. 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

10. 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

11. WRITING E-MAILS Begin with a draft
Communicate your primary message early in the
Include key points
Consider the reader’s perspective
Be positive
Use bullets or numbers for points
Edit

12. 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

13. TALK IT OUT
When would be an appropriate time to use the return receipt in an message?

14. 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

15. MOBILE (PORTABLE) DEVICES
Common mobile (portable) devices
Cell phones
Smart phones
Personal digital assistants (PDAs)
Portable music/entertainment devices
Wireless computers

16. 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

17. 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

18. 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

19. 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

20. 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

21. 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

22. 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

23. 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

24. 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

25. 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

26. 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

27. 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

28. 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