1. Business Communication Skills for Managers
Module 3: Written Communication

2. Changing Communication Channels

3. Modernizing Business Messages
Traditional: consisted of letters, memos, brochures
Modern: utilizing digital media ( , 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

4. 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

5. 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

6. Internal Emails and Memos

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

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

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

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

11. 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 s (COM1110 English Communication Skills). Authored by: Lisa Kwan. Provided by: youtube. Located at: 9E&feature=youtu.be. License: CC BY-SA: Attribution-ShareAlike

12. 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: License: CC BY: Attribution

13. Other Internal Communications

14. 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:

15. 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

16. 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

17. 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

18. External Communication

19. Types of External Emails
Requests Claims Complaints Adjustments

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

21. 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

22. Using the Right Communication Channel

23. 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?

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