Learning Objectives
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Text messages and e-mails are part of our communication landscape, and skilled business communicators consider them a valuable tool to connect. Netiquette refers to etiquette, or protocols and norms for communication, on the Internet. TextingWhatever digital device you use, written communication in the form of brief messages, or texting, has become a common way to connect. It is useful for short exchanges, and is a convenient way to stay connected with others when talking on the phone would be cumbersome. Texting is not useful for long or complicated messages, and careful consideration should be given to the audience. It is often said that you can tell how old someone is by how he or she inputs a phone number on a cell phone. If the person uses his or her thumb while holding the digital device, that person may have been raised on video games and be adept at one-handed interfaces. If he holds the digital device with one hand and inputs the number with the other, he may be over thirty, or may be less comfortable with some technological devices. Of course, there is no actual correlation between input and age, but it is a useful example to use when considering who your audience is when writing a text message. If the person is a one-hander, and knows all the abbreviations common to texting, you may be able to use similar codes to communicate effectively. If the person is a two-hander, you are better off using fewer words and spelling them out. Texting can be a great tool for connecting while on the go, but consider your audience and your company, and choose words, terms, or abbreviations that will deliver your message. Tips for Effective Business Texting
Electronic mail, usually called e-mail, is quite familiar to most students and workers. It may be used like text, or synchronous chat, and it can be delivered to a cell phone. In business, it has largely replaced print hard copy letters for external (outside the company) correspondence, as well as taking the place of memos for internal (within the company) communication (Guffey, 2008). E-mail can be very useful for messages that have slightly more content than a text message, but it is still best used for fairly brief messages. Many businesses use automated e-mails to acknowledge communications from the public, or to remind associates that periodic reports or payments are due. You may also be assigned to “populate” a form e-mail in which standard paragraphs are used but you choose from a menu of sentences to make the wording suitable for a particular transaction. E-mails may be informal in personal contexts, but business communication requires attention to detail, awareness that your e-mail reflects you and your company, and a professional tone so that it may be forwarded to any third party if needed. E-mail often serves to exchange information within organizations. Although e-mail may have an informal feel, remember that when used for business, it needs to convey professionalism and respect. Never write or send anything that you wouldn’t want read in public or in front of your company president. Tips for Effective Business E-mails
Let’s look at two examples of business e-mail. In Figure 9.1, we have an e-mail form. In Figure 9.2, we have a letter written specifically for the situation and audience. Figure 9.1
Figure 9.2
NetiquetteWe create personal pages, post messages, and interact via mediated technologies as a normal part of our careers, but how we conduct ourselves can leave a lasting image, literally. The photograph you posted on your MySpace page may have been seen by your potential employer, or that nasty remark in a post may come back to haunt you later. Some fifteen years ago, when the Internet was a new phenomenon, Virginia Shea laid out a series of ground rules for communication online that continue to serve us today. Virginia Shea’s Rules of Netiquette
Her rules speak for themselves and remind us that the golden rule (treat others as you would like to be treated) is relevant wherever there is human interaction. Key Takeaways
Exercises
ReferencesGuffey, M. (2008). Essentials of business communication (7th ed.). Mason, OH: Thomson/Wadsworth. Houston Chronicle. (2009, September 23). Deadly distraction: Texting while driving, twice as risky as drunk driving, should be banned. Houston Chronicle (3 STAR R.O. ed.), p. B8. Retrieved from http://www.chron.com/CDA/archives/archive.mpl?id=2009_4791006. Shea, V. (1994). Netiquette. San Francisco, CA: Albion Books. Which of the following best exemplifies the most appropriate tone for a workplace instant message?Which of the following best exemplifies the most appropriate tone for a workplace instant message? "Nice job in today's meeting! I'm available to help with follow-up calls if you need it." Which of the following statements about instant messaging in the workplace are true?
When a business professional writes an email to another business professional Which of the following qualities should be avoided to be respectful of time?When a business professional writes an email to another business professional, which of the following qualities should be avoided to be respectful of time? mediocre writing; lack of clarity. Sending an email to the wrong person can result in which of the following?
What types of messages are most appropriate for eWhen is an email is appropriate: for short, informal messages requesting information or responding to inquiries. Emails may require research: it may be best to respond once you have been able to research the received email instead of just responding.
What strategies should a direct message use?What strategies should a direct reply message use? Use graphic devices to make the message more readable. Identify previous correspondence and the subject in the subject line. Place the most important information first.
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