1. Email PAST, PRESENT AND FUTURE... A discussion Charles J. Vukotich, Jr. MS

2. Learning Objectives – Distinguish between the various forms of communication for business messages – Apply the correct for your purpose Performance Objectives – Be able to choose the proper medium for the message – Improve written communication skills

3. IN THE BEGINNING In the beginning God created the heavens and the Earth, and then all the creatures of the land and sea, and Adam and Eve. Then he created the meeting. Adam, Eve, the Serpent and God. God called the meeting to explain that life was going to get hard.

4. BUSINESS LETTERS Letterhead or return address Date Inside Address Salutation (Dear) Body of letter Complimentary Closing (Yours truly, Sincerely, etc.)

5. BUSINESS LETTERS SHOULD BE – Short – To the point – Clear

6. BUSINESS LETTERS Request something – Often purpose First Paragraph – establish basis of agreement, attract attention, or establish relationship. Second Paragraph – bridge. Third Paragraph – State what you want.

7. WRITE A LETTER You ordered 3 laser print cartridges 1/1/11 from ABC Office Supplies. Bob Smithers of XYZ Delivery delivered 30 on 1/5/11. Bob would not give you 3 and take the rest back, so you refused the shipment. You were billed for 30 You haven’t received the 3 you want.

8. CPHP has done business with ABC Office Supplies for several years. We have recently experienced a problem which is unusual for ABC. We placed an order for 3 laser print cartridges on January 1, 2001. On January 5, a shipment of 30 was delivered. The driver would not leave just the 3 cartridges ordered, so we refused the shipment. We also received a bill yesterday for 30 cartridges. Please ship 3 laser print cartridges, and correct the error in billing. If you need any additional information on this matter, please contact me at 412-383-2400.

9. MEMO FORM Organizational Heading or use letterhead for formal memos TO FROM DATE SUBJECT CC, BC, also indicate if items attached

10. MEMOS Used to convey information Informal correspondence Internal communications Announcements Short (generally) Email has replaced most memos

11. MEMOS Always start with the message or conclusion, but make sure the recipient knows why you are sending the memo. Follow with justification, detail, etc. Always ask for questions: – “If you have any questions on this matter, please contact me.” [MAKE SURE THEY KNOW HOW TO CONTACT YOU.]

12. WRITTEN FORMS Fixed – What you say is what you Not Dynamic – Can’t ask questions – Can’t interrupt – Can’t change direction of communication

13. Telephone Dynamic – Direction of communication can be changed in an infinite number of ways – Can interrupt – Can ask questions can be diverted from original purpose.

14. EMAIL Q: How do you use email? Q: Why is email useful?

15. EMAIL Q: What is Email? – Letter – Memo – Something else? Q: Should email follow the same rules that the things they replaced.

16. EMAIL ISSUES When do you quit responding? – Thank you – OK – Do you have to acknowledge? Or not?

17. Social Media Text – IS there a business use for text? Facebook, Twitter, etc. – Is there a business use? Whatever is new/next.