Lesson 4: Workplace

Messages and Digital Media

Lecturer and Facilitator: Reference:

Ma. Lourdes G. Olegario Essentials of Business
Communication
by: Mary Ellen Guffey
At the end of Lesson 4, you will be able to:

1 2 3
Explain the importance Discuss the forms of Demonstrate
of digital digital communication improvement in your
communication digital communication
skills.
DIGITAL-AGE E-MAIL
MESSAGES AND
MEMOS
• E-mail has replaced paper memos for many
messages inside organizations and some
letters to external audiences.

• In addition to accessing e-mail in the office,

increasing numbers of businesspeople check
their e-mail on mobile devices.

• Because you can expect to use e-mail

extensively to communicate at work, it’s smart
to learn how to do it expertly.

• You may have to adjust the writing practices

you currently use for texting and Facebook
but turning out professional e-mails is an
easily attainable goal.
 When is E-mail Appropriate?

E-mail is not a substitute for face-to-

face conversation or telephone calls.
It is appropriate for:
▪ short, informal messages that request
information and respond to inquiries
▪ effective for messages to multiple
receivers
▪ messages that must be archived
 DRAFTING
PROFESSIONAL
E-MAILS
 Writing Plan for Informational E-mails

Subject Line Opening Body Closing

• Summarize • Reveal the • Explain and • Include (a)

the main idea main idea justify the action
in condensed immediately main idea information,
form but in using dates, or
expanded headings, deadlines; (b)
form bulleted lists, a summary of
and other the message;
high-skim or (c) a
techniques closing
when thought.
appropriate.
 1. Crafting a Subject Line

• The most important part of an e-mail is its

subject line.
• Summarize the purpose of the message
clearly and make the receiver want to open the
message.
• Try to include a verb (Need You to Attend Las
Vegas Trade Show).
• Remember that in some instances the subject
line can be the entire message (Meeting
Changed from March 3 to March 12).
 Poor Subject Improved Subject Lines
Lines
Trade Show Need to Showcase Two Items
at our Next Trade Show
Staff Meeting Staff Meeting Rescheduled
for March 12
Important! Please Respond to Job
Satisfaction Survey
Parking Permits New Employee Parking
Permits Available from HR
 2. Include a Greeting

• To help receivers see the beginning of a message and

to help them recognize whether they are the primary or
secondary receiver, include a greeting.
• The greeting sets the tone for the message and reflects
your audience analysis.
• For friends and colleagues, try friendly greetings (Hi,
Julie; Thanks, Julie; Good morning, Julie; or Greetings,
Julie). For more formal messages and those to
outsiders, include an honorific and last name (Dear
Prof. Olegario).
 3. Organize the Body for Readability and
Tone

• After drafting an e-mail, ask yourself how you

can make your message more readable.
• Did you start directly?
• Did you group similar topics together?
• Could some information be presented with bulleted
or numbered lists?
• Could you add headings—especially if the
message is more than a few paragraphs?
• Do you see any phrases or sentences that could
be condensed?
 Bulleted and Numbered Lists

•E-mails and memos frequently contain

numbered (for items in a sequence) or
bulleted lists.

•Study how the following wordy paragraph

was revised into a more readable format
with a list:
Before Revision:

Our office could implement better environmental

practices such as improving energy efficiency and
reducing our carbon footprint. Here are three simple
things we can do to make our daily work practices
greener. For one thing, we can power down. At night we
should turn off monitors, not just log off our computers. In
addition, we could “Light Right.” This means installing
energy-efficient lighting throughout the office. A final
suggestion has to do with recycling. We could be
recycling instantly if we placed small recycling bins at all
workstations and common use areas.
After Revision:

Our office could use energy more efficiently and

reduce our carbon footprint in three simple ways:
• Power down: Turn off monitors rather than just
logging off our computers.
• Light right: Install energy-efficient lighting
throughout the office.
• Recycle instantly: Place small recycling bins at
all workstations and common use areas to
encourage recycling.
 4. Close Effectively

• At the end of your message, include an action

statement with due dates and requests.
• Although complimentary closes are unnecessary,
you might include a friendly closing such as
Many thanks or Warm regards.
• Do include your name because messages
without names become confusing when
forwarded or when they are part of a long string
of responses.
concise and
clear subject
receiver’s
name and
greetings

purpose is
stated
directly

includes
action
statements

full contact
information
 Best Practices for Better E-mail

Getting Started Replying Observing Etiquette Closing Effectively

• Don’t write if • Answer within 24 • Obtain approval • End with due

another channel— hours before dates, next steps
such as IM, social • Check the forwarding. to be taken, or a
media, or a phone threaded • Soften the tone by friendly remark.
call—might work messages below including a friendly • Add your full
better. yours. opening and contact
• Write compelling • Start with the main closing. information
subject lines, idea. • Resist humor and including social
possibly with sarcasm. media addresses.
names and dates • Avoid writing in all • Edit your text for
CAPS readability.
Proofread for typos
or unwanted auto-
corrections.
• Double-check
before hitting
Send.
 MAKING
MESSAGES CLEAR
 Keep It Short and Simple

• To achieve clarity, resist

the urge to show off or
be fancy.
• Remember that your
goal is not to impress a
reader.
• As a business writer,
your goal is to express,
not impress.
 WORDY AND IMPROVED
UNCLEAR
Employees have not been Warn your employees about
made sufficiently aware of these dangerous chemicals.
the potentially adverse
consequences regarding the
use of these perilous
chemicals.
In regard to the matter of To get the best results, give
obtaining optimal results, it is employees the tools they
essential that employees be need to do the job.
given the implements that
are necessary for jobs to be
completed satisfactorily.
 Dump Overused Business Phrases

TRITE PHRASE IMPROVED

As per your request As you request
Pursuant to your request At your request
Enclosed please find Enclosed is
Every effort will be made We will try
In accordance with your As you wish
wishes
In receipt of Have received
Please do not hesitate to Please
With reference to About
Group
Writing Task
(3 members)
Use this email format:

To
Cc
Subject
Body
 USING MEDIA
PROFESSIONALLY
 Don’t spread rumors, gossip, and
negative defamatory comments

Because all digital

information is subject to
discovery in court, avoid
unprofessional content
and conduct, including
complaints about your
employer, customers,
and employees.
Don’t open unfamiliar attachments.

Attachments with
executable files or
video files may carry
viruses, spyware, or
other malware
(malicious
programs).
 Don’t download free software and
utilities to company machines.

Employees can
unwittingly introduce
viruses, phishing
schemes, and other
cyber “bugs.”
Don’t store your music and photos on a
company machine (or server) and don’t
watch streaming videos.

Capturing precious
company bandwidth for
personal use is a sure
way to be shown the
door.
 Don’t share files and avoid file-sharing
services.

Clarify whether you

may use Google Docs
and other services that
offer optional file
sharing. Stay away
from distributors or
pirated files such as
LimeWire.
Be careful when blogging, tweeting, or
posting on social networking sites.
Unhappy about not receiving a
tip, a waiter lost his job for
tweeting disparaging remarks
about an actress.
Forgetting that his boss was
his Facebook “friend,” an
employee was fired after
posting, “OMG, I HATE MY
JOB!” and calling his
supervisor names.
 Keep sensitive information private.

Use privacy settings,

but don’t trust the
“private” areas on
Facebook, Twitter,
Flickr, and other social
networks.
Avoid pornography, sexually explicit jokes,
or inappropriate screen savers.

Anything that might

“poison” the work
environment is a
harassment risk and,
therefore, prohibited.
End of Lesson 4