The Use of Email and Digital Media

How to use
Electronic Messages and

Digital Media
Facilitators:
Khoa Nguyen
Tram Nguyen
Applying the Writing Process
Phase 1 Phase 2 Phase 3
• Analysis • Research • Revision
• Anticipation • Organization • Proofreading
• Adaptation • Composition • Evaluation
 Do I really need to write?

 What communication channel is best?
 Why am I writing?
 How will the reader react?
 How can I save my reader’s time?
Applying the Writing Process
© ISTOCKPHOTO.COM / JACOB WACKENHAUSEN

 Check files, gather documentation.

 Outline or list points to cover.
 Compose first draft; expect to revise.
 Revise for clarity and conciseness.

 Proofread for correctness.
 Plan for feedback.
© 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.
Preparing Digital-Age E-Mail
Messages and Memos
Electronic messages Paper-based messages

• E-mail • Business letters
• Instant messaging • Interoffice memos
• Text messaging
• Podcasts
© mostafa fawzy/Fotolia, © Andrey/Fotolia

• Wikis
These are still relevant.
• Blogs
Many times they are
• Social networking
attached to emails.
Ch. 7, Slide 6
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
© denis_pc/Fotolia
Ch. 7, Slide 7
Components of an Email
Components of an E-Mail
 Subject Line
© GEORGE FREY / BLOOMBERG NEWS / LANDOV

 Opening
 Body
 Closing
 Subject Line
 Summarize message clearly and
concisely.
 Avoid meaningless one-word headings,
such as "Help" or "Urgent.“
 Update your subject line to reflect the
current message
 Opening
• Frontload main idea immediately.
• Avoid reviewing background.
 Body
• Organize information and explanations
logically.
• Cover just one topic.
• Use numbered and bulleted lists.
• Consider adding headings for visual impact.
Example of a poorly-written email.
Example of an improved email
Please read the following article
• http://vietcetera.com/cach-ket-thuc-email-khong-don-gian-nhu-ban-n
ghi/
Example of designing your data for easy
comprehension
 Version 1
“Effective immediately are the following air guidelines. Between now and
December 31, only account executives may take company-approved trips. These
individuals will be allowed to take a maximum of two trips, and they are to
travel economy or budget class only.”
Version 2
“Effective immediately are the following air travel
guidelines:
 Who may travel: Account executives only
 How many trips: A maximum of 2 trips
 By when: Between now and December 31
 Air class: Economy or budget class only

Closing options
End with action information, dates, and deadlines.
 “Please submit your report by December 31 so that we could have your data before our next
planning session.”
Summarize the message.
Provide a closing thought.
 “I am very glad to answer your questions”
Show your gratitude.

Avoid overused expressions.
 “Please let me know if I may be of further assistance”
Examples of Well-Written Emails
Single-space body;
Formatting E-Mail Messages double-space between
paragraphs.
Use angle brackets

for Internet addresses
Dear Dawn: Include a salutation

for a friendly tone.
To speed telephone installation and improve service within the
main facility, we are starting a new application procedure.
Service request forms will be available at various locations
within the three buildings. When you require telephone service,
pick up a request form at your nearest location. Fill in the
Write complete
sentences and use
pertinent facts, obtain approval from your division head, and upper and lower-
send the form to Brent White. case letters.
Please call me at 451-0593 if you have any questions about this
new procedure.
Best,
Jay Murray, Vice President, Facilities and Operations Use a complimentary
Phone: (245) 451-0593 ● Fax: (245) 451-3389 close and include your
E-Mail: jmurray@pro.com contact information.
Model E-Mail Message
To: Matt Ferranto mferranto@qualcom.com

From: Brooke Johnson bejohnson@qualcom.com
Subject: Supervising Two Assigned Interns
Cc:
Attached:
Matt:
Matt:
Two
Twointerns
internswill
willwork
workininyour
yourdepartment
departmentfrom
fromSeptember
September20 20
through
throughNovember
November30.30.AsAspart
partof
oftheir
theirsupervision,
supervision,you
youshould
should
do
dothe
thefollowing:
following:
 Develop a work plan describing their duties.
Develop a work plan describing their duties.

Model E-Mail Message

 Supervise
Supervisetheir
theirwork
workto
toensure
ensurepositive
positiveresults.
results.
 Assess their professionalism in completing all assigned work.

Assess their professionalism in completing all assigned work.
Please
Pleaseexamine
examinethe thepacket
packetwe
weare
aresending
sendingyou.
you.ItItcontains
contains
forms
formsand
andadditional
additionalinformation
informationabout
aboutthe
thetwo
twostudents
students
assigned
assignedtotoyour
yourdepartment.
department.Call
Callme
meat atExt.
Ext.248
248ififyou
youhave
have
questions.
questions.
Best,
Best,
Brooke
Brooke
Brooke
BrookeJohnson
Johnson
Human
HumanResources
Resources&&Development
Development
E-mail:
E-mail:bjohnson@telecom.com
bjohnson@telecom.com
Phone:
Phone:(425)
(425)896-3420
896-3420
Complaints About E-Mail
Workplace Many Poor texting The number

e-mails are business and social of daily
confusing school media habits e-mails is
and poorly graduates affect e-mail over-
written. lack writing skills. whelming.
© Andrey/Fotolia
skills.
Ch. 7, Slide 21
Examples of poorly-written emails
Examples of a poor email
Examples of a poor email
Complaints About E-Mail
E-mail is Messages A quarter of Face-to-face

blurring the are bosses have and phone
line between permanent fired workers conversa-
work and and can be for violations. tions are
leisure. used in court. richer than
Personal emails from
e-mail.
© Andrey/Fotolia
Work follows us home Even when you delete office addresses
Ch. 7, Slide 43
An poorly-written email could destroy your
career
When E-Mail Is Appropriate
Short, informal Effective for Cover (intro)
© Maksym Yemelyanov/Fotolia, © raven/Fotolia

messages multiple recipients document when
requesting and messages that sending longer
information or must be archived attachments
responding to
inquiries Mass messaging
Ch. 7, Slide 46
Controlling Your Inbox
Understand Check your Let your Apply the

that e-mail at set coworkers “two-minute
e-mailing is times, twice know about rule.”
business or three your
© mostafa fawzy/Fotolia
writing. times a day. schedule for If you can read and
respond in under 2
Professionalism Smart phones make responding. min…do it.
it easier Not at night
Ch. 7, Slide 47
Best Practices for Better
E-Mail: Getting Started
Don’t write if Send only content Write compelling

another channel– you would want subject lines,
such as IM, social published. possibly with
media, or a phone names and dates:
call–might work
better.
© raven/Fotolia
Ch. 7, Slide 48
Offline
Try Composing
right
Get the address
E-Mail: Getting Started
Subject
Avoid Misleading
Ch. 7, Slide 49
© raven/Fotolia
E-Mail: Replying
Scan all e-mails, especially those from the same person.

Answer within 24 hours or say when you will.
Change the subject line if the topic changes. Check the

threaded messages below yours.
© denis_pc/Fotolia, © mostafa fawzy/Fotolia

Practice down-editing; include only the parts from the
incoming e-mail to which you are responding.
Start with the main idea. Use headings and lists.
Ch. 7, Slide 50
E-Mail: Etiquette
Obtain Soften the Resist Avoid writing

approval tone by humor and in all caps,
before including a sarcasm. which is like
forwarding. friendly Both can be SHOUTING.
opening and misunder-
closing. stood.
© Simon/Fotolia
Ch. 7, Slide 51
E-Mail: Closing
End with due Add your full Edit your Double –

dates, next contact text for check before
steps to be information readability. hitting Send.
taken, or a including Proofread
friendly social media for typos or
remark. addresses. unwanted
auto-
© denis_pc/Fotolia
correction.
Ch. 7, Slide 52
Top Ten E-Mail Mistakes That
Can Derail Your Career
Respond- Making Forgetting Not

ing when address a subject personal-
angry goofs line or izing your
failing to message
change it (e.g.,
to match skipping
the the
“thread” salutation)
10 9 8 7
Ch. 7, Slide 53
Including Forgetting to Thinking no one

inappropriate check for else will ever
content (e.g., spelling and see your e-mail
off-color jokes grammar
and other
statements you
will later regret)
http://time.com/36304
85/amy-pascal-scott-r
udin-apologize/
6 5 4
Ch. 7, Slide 54
Copying and Completing the Expecting an

forwarding “To” line first instant
recklessly (to avoid hitting response
send
prematurely)
3 2 1
Ch. 7, Slide 55
Using E-Mail Smartly, Safely, and Professionally
 Don’t use company

computers for
personal matters
unless allowed by
your organization.
 Assume that all
e-mail is monitored.
Using E-Mail Smartly, Safely,
and Professionally
Other Smart Practices
Use design to improve readability of longer
messages.
Consider cultural differences.
Double-check before hitting the Send button.
© ISTOCKPHOTO.COM / JACOB WACKERHAUSEN

Best Practices for Using Instant Messaging
Professionally
• Learn about your
organization’s IM policies. Are
you allowed to use IM?
• Make yourself unavailable
when you need to complete a
project or meet a deadline.
• Organize your contact list to
separate business contacts
from family and friends.
• Don’t text or IM while driving.
Professionally
• Don’t send anything
confidential or sensitive.
• Be aware that instant
messages can be saved. Be
careful about what you write.
• Keep personal messaging to a
minimum.
• Show patience by not blasting
multiple messages if a
response is not immediate.
Professionally
• Keep your presence status up-
to-date.
• Beware of jargon, slang, and
abbreviations, which may be
confusing and unprofessional.
• Respect your receivers by
using good grammar, proper
spelling, and careful
proofreading.
In-class assignment
How to Use the Social Networks Right?
Social Networks by the
Numbers
83 percent of
Social networks and blogs are
millennials
top destinations and dominate
(Generation Y)
Americans’ time spent online
regularly
(23 percent), followed by
socialize and
online games (10 percent).
chat online.
The most avid Twitter Nearly 60 percent of

users are 18-24 years Fortune 500 companies
old (31 percent), are on Facebook; 62
© Michael Brown/Fotolia
followed by the age percent have corporate
group 25-34. Twitter accounts.
(Sources: Nielsen Wire, 2011; Pew Internet, 2010 & 2012)
Ch. 7, Slide 63
Big Companies Rule on
Social Media
Twitter Google+
Facebook LinkedIn
232 million 540 million
1.19 billion 300 million
active users
users members
users
Source: T. Wasserman, Mashable, 2015, January 12
Ch. 7, Slide 64
Facebook:
47.6 mill
Coca-Cola
Disney
37.8 mill
Facebook
Top three companies with the most likes on
Big Companies Rule on
32.7 mill
Converse
Ch. 7, Slide 65
Risks of Social Networks for
Businesses
Incurring
Leaking trade
productivity
secrets
losses
Attracting the Facing

embarrassment
wrath of huge
over
Internet inappropriate
audiences
© denis_pc/Fotolia
employee posts
Source: Conlin & MacMillan, BusinessWeek, 2009, June 1. Ch. 7, Slide 66

Guidelines for Safe Social
Networking
Establish boundaries.
Distrust privacy settings.
Rein in your friends.
Beware “friending.”
Expect the unexpected.
Ch. 7, Slide 77
Dos
media
policies.
company’s
Learn your
Professionally
Avoid sending
texts from work.

personal e-mail,
IM messages, or
data.
Using Electronic Media
personal
Separate
work and
Ch. 7, Slide 78
© julien tromeur /Fotolia
Professionally
Keep
Dos Be careful when

sensitive
information
private.
blogging,
tweeting, or
posting on social
networking sites. Stay away from
pornography,
sexually explicit
jokes, or
inappropriate

screen savers.
Ch. 7, Slide 79
Professionally
Don’t
download and
Don’ts spread
cartoons,
video clips,
Don’t spread photos, and
rumors, gossip, art.
and negative Don’t open
defamatory attachments
comments. sent by
Don’t
e-mail.
download free
software and

utilities to
company
machines.
Ch. 7, Slide 80
Professionally
Don’ts Don’t watch

Don’t store streaming
your music videos.
and photos
on a company
Don’t share
machine (or
files and
server).
avoid file
sharing
services.

Ch. 7, Slide 81
References
• All of these slides (except for Example slides) are provided by Prof.
Mary Guffey Ellen, re-used with kind permission

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How to use

Electronic Messages and

 Do I really need to write?

© ISTOCKPHOTO.COM / JACOB WACKENHAUSEN

Phase 1 Phase 2 Phase 3

 Check files, gather documentation.

 Revise for clarity and conciseness.

Electronic messages Paper-based messages

© mostafa fawzy/Fotolia, © Andrey/Fotolia

• Preferred channel for most business messages

© GEORGE FREY / BLOOMBERG NEWS / LANDOV

Show your gratitude.

Use angle brackets

Dear Dawn: Include a salutation

To: Matt Ferranto mferranto@qualcom.com

Workplace Many Poor texting The number

E-mail is Messages A quarter of Face-to-face

Short, informal Effective for Cover (intro)

© Maksym Yemelyanov/Fotolia, © raven/Fotolia

Understand Check your Let your Apply the

Don’t write if Send only content Write compelling

Scan all e-mails, especially those from the same person.

Change the subject line if the topic changes. Check the

© denis_pc/Fotolia, © mostafa fawzy/Fotolia

Start with the main idea. Use headings and lists.

Obtain Soften the Resist Avoid writing

End with due Add your full Edit your Double –

Respond- Making Forgetting Not

Including Forgetting to Thinking no one

Copying and Completing the Expecting an

 Don’t use company

© ISTOCKPHOTO.COM / JACOB WACKERHAUSEN

The most avid Twitter Nearly 60 percent of

Attracting the Facing

Source: Conlin & MacMillan, BusinessWeek, 2009, June 1. Ch. 7, Slide 66

texts from work.

Dos Be careful when

© julien tromeur /Fotolia

© julien tromeur /Fotolia

Don’ts Don’t watch

© julien tromeur /Fotolia

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