1. 7 Short Workplace Messages and Digital Media Business Communication:
Process and Product, 8e
Mary Ellen Guffey and Dana Loewy
Instructor PowerPoint Library, 8e
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

2. Learning Objective 1
Understand and the professional standards for its usage, structure, and format in the digital-era workplace.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
LO 1

3. Preparing Digital-Age E-Mail Messages and Memos
Electronic messages
Instant messaging
Text messaging
Podcasts
Wikis
Blogs
Social networking
Paper-based messages
Business letters
Interoffice memos
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LO1

4. E-Mail Is Not Going Away
Preferred channel for most business messages
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Medium costing businesspeople two hours or more each day
LO 1
Replacement for paper memos inside organizations
Substitute for some letters to external audiences

5. Complaints About E-Mail
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LO 1
Workplace s are confusing and poorly written.
Many business school graduates lack writing skills.
Poor texting and social media habits affect skills.
The number of daily s is over-whelming.

6. Complaints About E-Mail
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LO 1
is blurring the line between work and leisure.
Messages are permanent and can be used in court.
A quarter of bosses have fired workers for violations.
Face-to-face and phone conversa-tions are richer than .

7. When E-Mail Is Appropriate
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Effective for multiple recipients and messages that must be archived
Cover document when sending longer attachments
LO 1
Short, informal messages requesting information or responding to inquiries

8. Controlling Your Inbox
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LO 1
Understand that ing IS business writing.
Check your at set times, twice or three times a day.
Let your coworkers know about your schedule for responding.
Apply the “two-minute rule.”

9. Replying Efficiently With Down-Editing
Down-editing means inserting your responses to parts of the incoming message.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Microsoft ® Outlook Web-App; Used with permission from Microsoft.
Include only the parts of the incoming message to which you are responding.
Delete the sender’s message headers, signature, and all unnecessary parts.
Identify your response with your initials if more people will comment.
Use a different color for your down-edits.
LO 1

10. Best Practices for Better E-Mail: Getting Started
Send only content you would want published.
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Don’t write if another channel– such as IM, social media, or a phone call–might work better.
Write compelling subject lines, possibly with names and dates:
Jake: Can You Present at January 10 Staff Meeting?
LO 1

11. Best Practices for Better E-Mail: Replying
Scan all s, especially those from the same person. Answer within 24 hours or say when you will.
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Change the subject line if the topic changes. Check the threaded messages below yours.
LO 1
Practice down-editing; include only the parts from the incoming to which you are responding.
Start with the main idea.
Use headings and lists.

12. Best Practices for Better E-Mail: Etiquette
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Obtain approval before forwarding.
Soften the tone by including a friendly opening and closing.
Avoid writing in all caps, which is like SHOUTING.
Resist humor and sarcasm. Both can be misunder-stood.
LO 1

13. Best Practices for Better E-Mail: Closing
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End with due dates, next steps to be taken, or a friendly remark.
Double –check before hitting Send.
Add your full contact information including social media addresses.
Edit your text for readability. Proofread for typos or unwanted auto-correction.
LO 1

14. Top Ten E-Mail Mistakes That Can Derail Your Career
Respond-ing when angry 10
Making address goofs 9
Forgetting a subject line or failing to change it to match the “thread” 8
Not personal-izing your message (e.g., skipping the salutation) 7
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LO 1

15. Top Ten E-Mail Mistakes That Can Derail Your Career
Thinking no one else will ever see your 4
Forgetting to check for spelling and grammar 5
Including inappropriate content (e.g., off-color jokes and other statements you will later regret) 6
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
LO 1

16. Top Ten E-Mail Mistakes That Can Derail Your Career
Copying and forwarding recklessly 3
Expecting an instant
response 1
Completing the “To” line first
(to avoid hitting send prematurely) 2
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LO 1

17. When to Write Memos A message is too long for
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A message is too long for .
A permanent record is required.
Formality is needed.
Employees may not have .
LO 1

18. Similarities in Memos ands
VS.
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Carry nonsensitive information that may be organized directly with the main idea first
Have guidewords calling for a subject line, dateline, and identification of the sender and receiver
Organized with headings, bulleted lists, and enumerated items whenever possible for readability
LO 1

19. Learning Objective 2
Explain workplace instant messaging and texting as well as their liabilities and best practices.
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LO 2

20. Benefits of Instant Messaging and Texting
Real-time communication with colleagues anywhere in the world is possible.
Immediate sharing of information allows for quick decisions.
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Enterprise-grade IM applications instantly connect dispersed
coworkers.
LO 2
Voice calls are substituted with quiet and discreet messaging.

21. Benefits of Instant Messaging and Texting
Messaging avoids phone tag and eliminates the downtime associated with personal phone conversations.
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“Presence functionality” lets coworkers locate each other online.
LO 2
Productivity grows because users get answers quickly and can multitask.

22. Risks of Instant Messaging and Texting
Some organizations have banned instant and text messaging for these reasons:
Distractions in addition to the telephone, , and the Web
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Potential for leaks of privileged information when free consumer-grade IM systems are used
LO 2
Legal liability from workers’ improper use of mobile devices on the job, for example when texting and driving

23. Risks of Instant Messaging and Texting
Phishing schemes, viruses, malware, and spim (IM spam)
Evidence in lawsuits, subject to discovery
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Laws mandating that broker-client messages be retained for three years
LO 2
Potentially overwhelming tracking and storing of messaging
Inappropriate uses such as bullying and sexting

24. Best Practices for Instant Messaging and Texting
Follow your organization’s policies.
Don’t disclose sensitive information.
Steer clear from harassment and discriminatory content.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Andrey/Fotolia
Forward or link to photos, videos, and art with caution.
LO 2
Never say anything that could damage your reputation or that of your organization.

25. Best Practices for Instant Messaging and Texting
Don’t text or IM while driving.
Separate business contacts from family and friends.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Andrey/Fotolia
Avoid unnecessary chitchat.
If personal messaging is allowed at work, keep it to a minimum.
LO 2

26. Best Practices for Instant Messaging and Texting
Make yourself unavailable when busy.
Keep your presence status up-to-date.
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Don’t blast multiple messages if you don’t hear from coworkers immediately.
Don’t use confusing jargon, slang, and abbreviations.
LO 2
Care about correctness. Proofread!

27. Text Messaging and Business Etiquette
Timing
Addressing
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Introducing
Expressing
LO 2
Responding

28. Learning Objective 3
Identify professional applications of podcasts and wikis, and describe guidelines for their use.
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LO 3

29. Business Podcasts or Webcasts
Elaborate to produce and require quality hardware
Can be played on any number of devices
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Extend from short clips to large digital files
LO 3
May be recorded or live
Can be streamed on a website or downloaded

30. How Businesses Use Podcasts or Webcasts
Offer a friendly human face but require no human presence
Broadcast repetitive that does not require interaction
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LO 3
Replace costlier teleconferences
Provide quality content and an authentic voice while considering money making second.

31. What is a Wiki?
Web-based tool employing easy-to-use collaborative software to allow multiple users collectively to create, access, and modify documents.
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Popular example: Wikipedia
LO 3

32. Advantages of Wikis
Crowdsourcing: tapping into the combined knowledge of a group or team to solve problems and complete assignments
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Working on the same content jointly while eliminating version confusion
LO 3

33. Four Main Business Uses of Wikis
Keeping remote global team members informed and coordinated
Creating a database of information for large audiences
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LO 3
Facilitating feedback before and after meetings
Providing a project management tool

34. Learning Objective 4
Describe how businesses use blogs to connect with internal and external audiences, and list best practices for professional blogging.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
LO 4

35. Why Businesses Use Blogs
To reach a far-flung, vast audience fast and inexpensively
To keep customers, employees, and the public informed
To invite spontaneous feedback and interact with consumers
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © TAlex/Fotolia
To create virtual communities, build brands, and develop relationships
LO 4
To address rumors and combat misinformation

36. How Businesses Use Blogs
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Crowdsourcing: Organizations are soliciting customer ideas and other input.
Example: Crowdsourcing promotions that seek to connect with customers and to generate buzz that might go viral on the Internet.
LO 4

37. How Businesses Use Blogs
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Viral Marketing: Online messages spread rapidly, much like viruses pass from person to person. Content must resonate with lots of people who will share it.
LO 4

38. Creating a Professional Blog
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Identify your audience.
Choose a hosting site.
LO 4
Craft your message.
Pick the right key words.

39. Creating a Professional Blog
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Work the blogroll.
Blog often.
LO 4
Monitor traffic.

40. Eight Tips for Master Bloggers
Craft a catchy but concise title. 8
Ace the opening para-graph. 7
Provide details in the body. 6
Consider visuals. 5
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
LO 4

41. Eight Tips for Master Bloggers
Include call to action. 4
Edit and proof-read. 3
Respond to posts respect-fully. 2
Learn from the best. 1
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
LO 4

42. Learning Objective 5
Address business uses of social networking and the benefits of RSS feeds.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
LO 5

43. Social Networks by the Numbers
83 percent of millennials (Generation Y) regularly socialize and chat online.
Social networks and blogs are top destinations and dominate Americans’ time spent online (23 percent), followed by online games (10 percent).
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Michael Brown/Fotolia
LO 5
The most avid Twitter users are years old (31 percent), followed by the age group
Nearly 60 percent of Fortune 500 companies are on Facebook; 62 percent have corporate Twitter accounts.
(Sources: Nielsen Wire, 2011; Pew Internet, 2010 & 2012)

44. Big Companies Rule on Social Media
Facebook
1 billion+ users
LinkedIn
130 million members
Twitter
100 million active users
Google+
400 million users
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Source: T. Wasserman, Mashable, 2012, January 12
LO 5

45. Big Companies Rule on Facebook
Top three companies with the most fans on Facebook:
Coca-Cola
Disney
Starbucks
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LO 5

46. Adopting the Facebook Model
Creating proprietary networks:
Some corporations maintain their own internal networking sites for their employees.
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Example:
McDonald’s and its StationM, a private networking site
LO 5

47. Adopting the Facebook Model
Connecting far-flung workers:
Dispersed employees and their skills can be matched up.
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Example:
SuperValu and its Yammer-based network connecting 11,000 executives and managers
Lo 5

48. Adopting the Facebook Model
Crowdsourcing consumers:
Companies invite customer input at the product-design stage.
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Example:
Dell’s IdeaStorm site solicited over 17,000 new product ideas and improvements.
LO 5

49. Risks of Social Networks for Businesses
Incurring productivity losses
Leaking trade secrets
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LO 5
Attracting the wrath of huge Internet audiences
Facing embarrassment over inappropriate employee posts
Source: Conlin & MacMillan, BusinessWeek, 2009, June 1.

50. Guidelines for Safe Social Networking Distrust privacy settings.
Establish boundaries.
Distrust privacy settings.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Rein in your friends.
LO 5
Beware “friending.”
Expect the unexpected.

51. Mastering Information Overload With Really Simple Syndication (RSS)
Data file format capable of transmitting changing Web content
Custom-tailored feeds from hundreds of sources sent to receivers
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Andrey/Fotolia
Web-based feed reader (aggregator) allows business people to read many news sources in one convenient online location.
LO 5
Increases traffic to syndicated websites because they can be indexed and tagged to make them easier to find.

52. Using Electronic Media Professionally
Dos
Learn your company’s media policies.
Separate work and personal data.
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LO 5
Avoid sending personal , IM messages, or texts from work.

53. Using Electronic Media Professionally
Dos
Keep sensitive information private.
Be careful when blogging, tweeting, or posting on social networking sites.
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Stay away from pornography, sexually explicit jokes, or inappropriate screen savers.
LO 5

54. Using Electronic Media Professionally
Don’ts
Don’t download and spread cartoons, video clips, photos, and art.
Don’t spread rumors, gossip, and negative defamatory comments.
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © julien tromeur /Fotolia
Don’t open attachments sent by .
LO 5
Don’t download free software and utilities to company machines.

55. Using Electronic Media Professionally
Don’ts
Don’t watch streaming videos.
Don’t store your music and photos on a company machine (or server).
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © julien tromeur /Fotolia
Don’t share files and avoid file sharing services.
LO 5

56. End
© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © julien tromeur /Fotolia
LO 5