Business Communication Skills for

Managers
Module 3: Written Communication
Why learn to write effectively?
Changing Communication Channels
Learning Outcomes: Changing Communication Channels

3.1 Discuss the shift from paper to digital communication

3.1.1 Discuss the shift from traditional to modern communication methods
3.1.2 Identify benefits of digital communication methods
3.1.3 Identify benefits of traditional communication methods
Modernizing Business Messages

How has communication changed the way we work?

Traditional business messages:

• consists of letters, memos, brochures

Modern business messages:

• utilizes digital media such as email, texting, or chat
Digital versus Traditional Communication
Digital Communication Methods

Instant, Fast-Paced
• no delay for sending messages

Extensive
• one post can reach millions

Convenient
• computer programs

Communication for Change

• team-oriented means sharing and contribution
Digital versus Traditional Communication (cont.)

Traditional Communication Methods

• Reader Preference
• Storage and Archive
• Security
• Convenience
• Perception
Discussion

What are some of the benefits of modern business communication?

Internal Emails and Memos
Learning Outcomes: Internal Emails and Memos

3.2 Compose emails and memos intended for an audience within the same company or team as
the writer
3.2.1 Describe the professional standards of intra-office emails
3.2.2 Identify common types of internal emails
3.2.3 Identify key features of the structure and format of internal emails
3.2.4 Write an internal email
3.2.5 Identify key features of the structure and format of memos
3.2.6 Write an internal memo
Internal Business Communication

Compose emails and memos intended for an audience within the same company or team.

What to do as the writer:

• create a clear subject line
• write short, concise messages
• proofread your message
• use email, text when appropriate
• utilize social networking sites
Internal Business Communication

What NOT to do as a writer:

• Use all capital letters
• “Reply to all” unless you need to communicate to the entire group
• Send an email message when you are angry
• Use abbreviations
• Use company email for personal reasons
• Use social media to communicate important information
Internal Emails

Types of internal emails:

• Newsletter
• Event notification
• Company policy change
• Announcement
• Meeting request
• Status update
Internal Emails (cont.)

Pay Attention to the structure and format of your email

Subject line
• quick and concise
• use verbs
Greetings should sound professional
Openings need to be clear why recipient is receiving email
Message body to the point, think of audience
Closing should state desired outcomes/dates
Signature needs to includes the full contact information
Internal Emails (cont. II)

Think about message before writing.

What is your purpose? Who is your audience?

Before you write, take notes and brainstorm
Reflect on your tone before you send the message
Strive for clarity
Format in an easy-to-read manner
Proofread
Memos
Memorandums, or memos, are quite similar to email messages. Memos, like emails, also
contain a “To” and “From,” a meaningful subject line, and states the reason for the
communication immediately in the message.
Memos require strong organization in body of message.
Consider the following when you create a memo:
• Audience
• Purpose
• Style
• Heading
• Body paragraphs
• Format
• Closing, have a call-to-action
Other Internal Communications
Learning Outcomes: Other Internal Communications

3.3 Identify other common methods of professional communication

3.3.1 Discuss the use of email chains and listservs
3.3.2 Compare different methods of instant messaging and text services
3.3.3 Identify professional applications of multimedia platforms
3.3.4 Identify professional applications of social media networks
Email Chains and Listserv

Early digital method of professional group communication

Can easily add many recipients

Provides information to customers but higher privacy risk

Listserv: created to help manage large number of users

Instant Messaging and Text

Text messaging: ability to broadcast short bursts of

information to phones

Instant messaging: informal, sent and received in real

time

IM: useful in interactive customer support

All messaging should still be professional

Activity

With a small group, brainstorm scenarios when it makes sense to communicate using the
following mediums.

List as many as you can think of for both internal and external business communications.

Text messaging
Instant messaging
Emails
Listservs
Memos
Multimedia Platforms and Social Media

Multimedia Platforms:
• Presentations
• Blogs
• Wikis
• Podcasts
Multimedia Platforms and Social Media (cont.)

Social Media: External Use

• Facebook, Twitter, Pinterest, LinkedIn

Social Media: Internal Use

• allows large businesses to easily connect employees
across different sites
External Communication
Learning Outcomes: External Communication

3.4 Discuss appropriate ways to communicate to an audience outside of the company

3.4.1 Identify various types of external emails
3.4.2 Describe appropriate and professional responses to customers
3.4.3 Write a response to a critical message from a customer
3.4.4 Write a response to a customer's request
Types of External Emails

Requests

Claims

Complaints

Adjustments
Customer Emails

Personalize email

Be appreciative

Give thought to content and structure

Provide a buffer when delivering bad news

Practice Question

What is the common denominator of request, adjustment, claim, and complaint messages?
Customer Emails (cont.)

Responding to critical message from customer

• Contact immediately
• Describe immediate remedy
• Describe why problem occurred
• Describe action to correct problem
• Offer positive thoughts

Responding to customer’s request

• Provide answer right away, provide summary
Using the Right Communication Channel
Learning Outcomes

3.5 Determine the appropriate communication channel for a specific type of message
3.5.1 Determine the appropriate communication channel for a specific type of message
Practice Questions

Using the Right Communication Channel

Who is audience?

How important is message?

What is level of confidentiality?

How much interactivity is needed?

How much information needs to be conveyed?

Quick Review

• How would you summarize the shift from paper to digital communication?
• What are some advances in technology that provide new ways to communicate privately and
professionally?
• What are some differences and similarities to direct and indirect messages?
• What the best ways to write effective business messages
• What are the features of well-written communication?