PRACTICAL BUSINESS

COMMUNICATION
 LETTERS
 Why am I writing this message?
 Who am I writing to?
 What do I want them to understand?
 What tone should you use?
 PARTS OF LETTER:
1. Sender’s address
2. Date
3. Inside address
4. Salutation
5. Body
6. Closing
7. Enclosures
 MESSAGING

Messaging technologies include:

•• Text messaging on mobile phones
•• Conventional instant messaging (IM) systems
•• Online chat systems (such as those used by many companies for customer support)
•• Workplace messaging systems such as Slack and its competitors

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 ADVANTAGES OF MESSAGING

• • It mimics voice conversation to a high degree, it is better suited to back-and-forth exchanges

than email and other digital formats.
• With closed systems such as Slack, administrators can choose who is allowed to participate,
• which means they can block out all outside distractions and threats.
• The instantaneous nature of messaging makes it the best choice when senders want messages
• to be seen and acted on immediately

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 POTENTIAL DRAWBACKS OF MESSAGING

• For real-time conversational exchange, users of all systems are at the mercy of other users’
• typing speed and accuracy.
• • Messaging systems vary widely in their levels of security and privacy, and public IM systems
• aren’t as secure as private, enterprise-level systems.
• • Like email, messaging is a lean medium with little opportunity to convey nonverbal signals,
• which increases the chances of misinterpretation

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GUIDELINES FOR SUCCESSFUL MESSAGING

• Planning instant messages: Plan conversations as you would an actual conversation.

• Writing instant messages: The appropriate writing style for business IM is more formal.
• Completing instant messages: Quickly scan each message before sending it, particularly when
you are communicating with customers and other outside stakeholders.

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 TO USE ANY MESSAGING SYSTEM
EFFECTIVELY, PAY ATTENTION TO SOME
IMPORTANT BEHAVIORAL ISSUES
• Be thoughtful and courteous.
• • Make yourself unavailable when you need to focus on other work.
• • If you’re not on a secure system, don’t send confidential information.
• • Be extremely careful about sending personal messages on business messaging systems.
• • Don’t use messaging for impromptu meetings if you can’t verify that everyone concerned is
• available.
• • Don’t use messaging for lengthy, complex messages; email and other formats are better for
• those.
• • Try to avoid carrying on multiple conversations at once.
• • Follow all security guidelines.

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 CHANGE THE TONE!

• Get on with it!

• I’ll let you know the result when I can
• No way
• I am really busy at the moment
• That has nothing to do with me

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• Please would you start now?
• I will know the answer within next week and will let you know at the earliest.
• Unfortunately, this is not possible.
• Can I prioritize this for next week
• I’m not the right person to deal with this. I’ll pass it to someone who can help you.

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 PARTS OF EMAIL:
1. Attachments
2. To, Cc, Bcc
3. Subject Line except the intended

4. Greeting (salutation)
5. Opening Sentence
6. Information in detail
7. Email Signature
 TOP EMAILING TIPS

• 1. Decide: Formal/informal?
• 2. Write Subject Line briefly BUT accurately
• 3. Be concise.
• 4. Check grammar/spelling.
• 5. Right order:
• Attach docs;
• Compose message;
• Write subject line;
• Enter addressee
• 6. Email management Apps: Spark; Cloudmail, etc .

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