5

1
 Learning Objective
1

Understand the professional

standards for the usage, structure,
and format of e-mails and
interoffice memos in the digital-era
workplace.

2
 Preparing Digital-Age E-Mail
Messages and Memos
Electronic Paper-based
messages messages
• E-mail • Business letters
• Instant messaging • Interoffice memos
• Text messaging
• Podcasts
• Wikis
• Blogs
• Social networking

Ch. 5 / Slide 3
 E-Mail Is Not Going Away

• Preferred channel for most

business messages
• Medium costing businesspeople
two hours or more each day
• Replacement for paper memos
inside organizations
• Substitute for some letters to
external audiences

Ch. 5 / Slide 4
 Complaints About E-Mail
Workplace e-mails are confusing
and poorly written.

Many business school graduates

lack writing skills.

Poor texting and social media

habits affect e-mail skills.

The number of daily

e-mails is overwhelming.
Ch. 5 / Slide 5
 Complaints About E-Mail
E-mail 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

conversations are richer than e-mail.
Ch. 5 / Slide 6
 When E-Mail Is Appropriate

Short, informal Effective for

messages requesting multiple recipients
information or and messages that
responding to must be archived
inquiries

Cover document
when sending
longer
attachments

Ch. 5 / Slide 7
 Writing Plan
for Informational E-Mails

Subject Line
• Summarize the main idea in
condensed form.

• Avoid meaningless words such

as Help, Important, or Meeting

Ch. 5 / Slide 8
 Writing Plan
for Informational E-Mails

Opening
• Include a greeting such as
Hi, Lily; Thanks, Lily; or
Greetings, Lily.

• Reveal the main idea

immediately but in
expanded form.

Ch. 5 / Slide 9
 Writing Plan
for Informational E-Mails

Body
• Explain and justify the main idea.
• Group similar ideas together.
• Use headings, bulleted lists, and
other high-skim techniques when
appropriate.
• Avoid wordiness but don’t
sacrifice clarity.

Ch. 5 / Slide 10
 Writing Plan
for Informational E-Mails

Closing
• Conclude with the following
information as appropriate:
• Action statement with
due dates or deadlines
• Summary of the message
• Closing thought
• Include full contact information
in a signature block.

Ch. 5 / Slide 11
 Replying Efficiently
With Down-Editing
Down-editing means inserting
your responses to parts of the
incoming message.

Include only Delete the Identify your Use a

the parts of sender’s response different
the incoming message with your color for your
message headers, initials if down-edits.
to which signature, more people
you are and all will
responding. unnecessary comment.
parts.
Ch. 5 / Slide 12
Best Practices for Better E-Mail

Getting
Started

Don’t write Send only Write compelling

if another content you subject lines,
channel – such would want possibly with
as IM, social published. names and dates:
media, or a
Requesting
phone call – Presentation at Jan.
might work 10 Staff Meeting
better.
Ch. 5 / Slide 13
Best Practices for Better E-Mail

Replying

Scan all e-mails, Change the Practice down-

especially those subject line if editing; include
from the same the topic only the parts
person. Answer changes. Check from the incoming
within 24 hours the threaded e-mail to which
or say when messages below you are
you will. yours. responding.

Start with the main idea. Use headings and lists.

Ch. 5 / Slide 14
Best Practices for Better E-Mail

Etiquette

Obtain Soften the Resist humor Avoid writing

approval tone by and sarcasm. in all caps,
before including a Both can be which is like
forwarding. friendly misunder- SHOUTING.
opening and stood.
closing.

Ch. 5 / Slide 15
 Best Practices for Better E-Mail

Closing

End with due Add your full Edit your Double-check

dates, next contact text for before hitting
steps to be information readability. Send.
taken, or a including Proofread for
friendly social media typos or
remark. addresses. unwanted
auto-
correction.

Ch. 5 / Slide 16
 Top Ten E-Mail Mistakes That
Can Derail Your Career
10 9 8 7 6

Responding Making Forgetting a Not Including

when angry address subject line personalizing inappropriate
goofs or failing to your content (e.g.,
change it to message off-color
match the (e.g., jokes and
“thread” skipping the other
salutation) statements
you will later
regret)

Ch. 5 / Slide 17
 Top Ten E-Mail Mistakes That
Can Derail Your Career
5 4 3 2 1

Forgetting to Thinking no Copying and Completing Expecting an

check for one else will forwarding the “To” line instant
spelling and ever see recklessly first response
grammar your e-mail (to avoid
hitting send
prematurely)

Ch. 5 / Slide 18
When to Write Memos

 A message is too
long for e-mail.
 A permanent
record is required.
 Formality is needed.
 Employees may
not have e-mail.

Ch. 5 / Slide 19
Similarities in Memos and E-Mails
 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
Ch. 5 / Slide 20
 Learning Objective
2

Explain workplace instant

messaging and texting as well
as their liabilities and best
practices.

Ch. 5 / Slide 21
 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.

Enterprise-grade IM applications instantly

connect dispersed coworkers.

Voice calls are substituted with quiet

and discreet messaging.

Ch. 5 / Slide 22
 Benefits of
Instant Messaging and Texting
Messaging avoids phone tag and
eliminates the downtime associated with
personal phone conversations.

Message allows coworkers to locate each

other, even when out of the office.

Productivity grows because users get

answers quickly and can multitask.

Ch. 5 / Slide 23
 Risks of
Instant Messaging and Texting
Some organizations have banned instant
and text messaging for these reasons:
Distractions in addition to the telephone,
e-mail, and the Web

Potential for leaks of privileged

information when free consumer-grade
IM systems are used

Legal liability from workers’ improper use

of mobile devices on the job, for example
when texting and driving
Ch. 5 / Slide 24
 Risks of
Instant Messaging and Texting
Phishing schemes, viruses, malware, and
spim (IM spam)

Evidence in lawsuits, subject to discovery

Laws mandating that broker-client

messages be retained for three years

Potentially overwhelming tracking and

storing of messaging

Inappropriate uses such as bullying

and sexting
Ch. 5 / Slide 25
 Best Practices for
Instant Messaging and Texting
Follow your organization’s policies.

Don’t disclose sensitive information.

Steer clear from harassment and

discriminatory content.

Forward or link to photos, videos,

and art with caution.

Never say anything that could

damage your reputation or that of
your organization.
Ch. 5 / Slide 26
 Best Practices for
Instant Messaging and Texting

Don’t text or IM while driving.

Separate business contacts from

family and friends.

Avoid unnecessary chitchat.

If personal messaging is allowed at

work, keep it to a minimum.

Ch. 5 / Slide 27
 Best Practices for
Instant Messaging and Texting
Make yourself unavailable when busy.

Keep your presence status up-to-date.

Don’t send multiple messages if you

don’t hear from coworkers immediately.

Don’t use confusing jargon, slang,

and abbreviations.

Care about correctness. Proofread!

Ch. 5 / Slide 28
 Text Messaging
and Business Etiquette

Timing

Addressing

Introducing

Expressing

Responding

Ch. 5 / Slide 29
 Learning Objective
3

Identify professional applications

of podcasts and wikis.

Ch. 5 / Slide 30
Business Podcasts or Webcasts
Elaborate to produce and
require quality hardware

Can be played on any

number of devices

Can be streamed on a
website or downloaded

Ch. 5 / Slide 31
 How Businesses Use
Podcasts or Webcasts
Offer a friendly human
face but require no
human presence
Broadcast repetitive
content that does not
require interaction

Replace costlier
teleconferences

Ch. 5 / Slide 32
What Is a Wiki?
Web-based tool
employing easy-to-use
collaborative software
to allow multiple users
collectively to create,
access, and modify
documents.

Popular example:
Wikipedia

Ch. 5 / Slide 33
Advantages of Wikis
Crowdsourcing:
tapping into the
combined knowledge
of a group or team to
solve problems and
complete assignments

Working on the same

content jointly while
eliminating version
confusion

Ch. 5 / Slide 34
 Four Main Business
Uses of Wikis
Keeping remote global Creating a database
team members informed of information for
and coordinated large audiences

Facilitating feedback
Providing a project
before and after
management tool
meetings

Ch. 5 / Slide 35
 Learning Objective
4

Describe how businesses use

blogs to connect with internal
and external audiences, and list
best practices for professional
blogging.

Ch. 5 / Slide 36
How Businesses Use Blogs

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.

Ch. 5 / Slide 37
How Businesses Use Blogs

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.

Ch. 5 / Slide 38
Creating a Professional Blog

• Identify your audience.

• Choose a hosting site.

• Craft your message.

• Blog often
• Monitor traffic.

Ch. 5 / Slide 39
Seven Tips for Master Bloggers

1 2 3 4

Craft a Ace the Provide Consider

catchy but opening details in visuals.
concise paragraph. the body.
title.

Ch. 5 / Slide 40
Seven Tips for Master Bloggers

5 6 7

Include call Edit and Respond to

to action. proofread. posts
respectfully.

Ch. 5 / Slide 41
 Learning Objective
5

Address business uses of social

media networks, and assess
their advantages as well as risks.

Ch. 5 / Slide 42
 Social Networks by the Numbers
93 percent of millennials
(Generation Y) regularly
socialize and chat online.
Nearly 70 percent
of Fortune 500 companies are
on Facebook; 77 percent and dominate Americans’ time spent
have corporate Twitter
accounts.
The most avid
Twitter users are 18-24 years
old (31 percent), followed by
the age group 25-34.
Social networks
and blogs are top destinations
online (23 percent), followed by
online games (10 percent).
(Sources: Nielsen Wire, 2011;
Pew Internet, 2010 & 2012)
Ch. 5 / Slide 43
 Big Companies Rule on
Social Media

LinkedIn
238 million
members Google+
Facebook 400 million
1.15 billion users
users Twitter
200 million (Source: T. Wasserman,
Mashable, 2012, January 12)
active users

Ch. 5 / Slide 44
 Big Companies Rule on
Facebook

Top three companies with the

most fans on Facebook:

Coca-Cola Disney Starbucks

Ch. 5 / Slide 45
Adopting the Facebook Model

Creating proprietary networks: Some

corporations maintain their own internal
networking sites for their employees.
Example: McDonald’s and its StationM,
a private networking site
Ch. 5 / Slide 46
Adopting the Facebook Model

Connecting workers: Dispersed

employees and their skills can be
matched up.
Example: SuperValu and its Yammer-based network
connecting 11,000 executives and managers
Ch. 5 / Slide 47
Adopting the Facebook Model

Crowdsourcing consumers:
Companies invite customer input
at the product-design stage.
Example: Dell’s IdeaStorm site solicited over 17,000
new product ideas and improvements.
Ch. 5 / Slide 48
 Risks of Social Networks
for Businesses
Incurring Leaking
productivity trade
losses secrets

Facing
Attracting the embarrassment
wrath of huge over inappropriate
Internet audiences employee posts

(Source: Conlin & MacMillan, BusinessWeek, 2009, June 1.)

Ch. 5 / Slide 49
Using Social Networking Sites
and Keeping Your Job

Do Learn your
company’s
Separate work
and personal
media policies. data.

Avoid sending personal

e-mail, IM messages, or
texts from work.

Ch. 5 / Slide 50
Using Social Networking Sites
and Keeping Your Job

Be careful when
blogging, tweeting, or Keep sensitive
Do posting on social information
networking sites. private.

Stay away from

pornography, sexually
explicit jokes, or
inappropriate screen
savers.
Ch. 5 / Slide 51
 Using Social Networking Sites
and Keeping Your Job
Don’t spread Don’t download
rumors, gossip, and and spread cartoons,
negative defamatory video clips, photos,
Don’t comments. and art.

Don’t
Don’t open
download free
attachments
software and
sent by
utilities to
e-mail.
company
machines.
Ch. 5 / Slide 52
 Using Social Networking Sites
and Keeping Your Job

Don’t store your

music and photos on
Don’t a company machine
Don’t watch
streaming
(or server).
videos.

Don’t share files

and avoid file
sharing services.

Ch. 5 / Slide 53
Ch. 5 / Slide 54