Chapter 10

“Be a yardstick of quality. Some people aren't used to an environment where excellence is expected.”

Steve Jobs (1955- )

OBJECTIVES

Explain the basics of utilizing modern workplace telecommunication tools

Demonstrate proper business e-mail etiquette Display professionalism when utilizing both the

telephone and mobile communication devices (including texting and call behaviors)

Demonstrate professionalism when utilizing social media tools

Demonstrate proper behaviors when participating in video and teleconferences

ELECTRONIC COMMUNICATIONS AT WORK

People are connected electronically E-mail Mobile devices Texting Instant messaging Blogs wikis Audio and video conferencing

TELECOMMUNICATION BASICS

Common communication tools Various forms of computers Software E-mail Internet Mobile (smart) devices

TELECOMMUNICATION BASICS

Employers may provide tools Use only for company business

Technology use policies Privacy Liability Potential misconduct issues Use at proper time and place When in doubt ask

TELECOMMUNICATION BASICS

Practice good computer hygiene Routinely scan for viruses, cookies, and other

malicious coding Regularly back-up documents

THE BUSINESS E-MAIL

Popular for both internal and external communications

Include subject in subject line Avoid “Hi,” “Hello,” “Urgent,”

“Important,” or “Test” Only tag important e-mails urgent (!) Avoid use of emoticons Update and Maintain confidentiality of

electronic address book

WRITING E-MAILS

Use proper layout, spelling, and grammar Plan and identify the purpose

What needs communicated What action you want the receiver (s) to take Informational Topic for discussion Decisional

Include only those who need to know the information

WRITING E-MAILS

Main recipient “To” Message directed to

Copy “Cc” Named in the message

Blind copy “Bcc” Other recipients are not aware of the blind

copy recipient

WRITING E-MAILS

Begin with a draft Communicate your primary message

early in the e-mail Include key points Consider the reader’s perspective Be positive Use bullets or numbers for points Edit

WRITING E-MAILS

Positive e-mail habits Only mark important time sensitive message

urgent (!) Check outgoing messages for proper spelling

and grammar Don’t use all capital letter or colors No decorative backgrounds or emoticons Create and use a signature Only use “return receipt” when necessary Use an automated response to alert others if

you will be out of the office and unable to respond to messages

TALK IT OUT

When would be an appropriate time to use the return receipt in an e-mail

message?

WRITING AN E-MAIL

Do not misuse forwarding messages Include individuals with whom

the information is relevantDo not forward a message that

would embarrass othersIf so, do not sendInstead, summarize the

message for new recipients and send to original parties

MOBILE (PORTABLE) DEVICES

Common mobile (portable) devices Cell phones Smart phones Personal digital assistants (PDAs) Portable music/entertainment

devices Wireless computers

MOBILE (PORTABLE) DEVICES

Two basic guidelines-proper time and place for its use When you are alone, in a

private area, and it is permitted at work

When attending a meeting or business activity and it is necessary for communication

MOBILE (PORTABLE) DEVICES

If not relevant to the activity Silence and place face down or turn

off and put away If an important call comes in, excuse

yourself and answer in private If you forget to turn off sound and it

rings, apologize and immediately silence the device

MOBILE (PORTABLE) DEVICES

Texting If with others, text only if related to

the business at hand Use proper spelling and grammar Turn off or silence when in meetings Do not use when dining Do not use text slang

PHONE ETIQUETTE

When answering a call Try to answer on the first or second

ring Start with a salutation Identify yourself Identify the company Smile and speak clearly and slowly Do not place someone on hold without

asking permission

PHONE ETIQUETTE

Taking calls when with others Let the call go to voice mail unless

you are expecting an important call Explain to those with you that you

are expecting a call Ask your guest to excuse when you

take the call

PHONE ETIQUETTE

When making a call Identify yourself Make the call brief unless the

receiver approves a longer call Do not eat or tend to personal

business

PHONE ETIQUETTE

Speakerphones Used when on a conference call or a

hands free device is needed Use in a private room Ask individuals included in the class

for permission to use the speakerphone

PHONE ETIQUETTE

Voice mail messages Keep the message brief and

professional State your name, purpose of the call,

and leave a return number Speak slowly and clearly Leave a short, but concise message

Keep your voice mail greeting professional

SOCIAL MEDIA TOOLS

Companies now use social media tools Facebook Video/photo file sharing Blogs Micro-blogs

Do not post a negative video or vent on these outlets

SOCIAL MEDIA TOOLS

Communication with wikis, blogs, and instant messaging Wikis-collaborative website where

users edit and contribute to the site Blogs (Web Logs)-online journals

where readers can comment Instant Messaging (IM)-online

communication in real time

SOCIAL MEDIA TOOLS

Separate personal sharing form professional sharing

Refrain from identifying and/or speaking poorly of the company, employees, vendors, and customers

Maintain a positive and professional online image

VIDEO AND TELECONFERENCING

Video conferencing Two-way communication using video

and audio technology Teleconference

Two-way communication using audio technology

Prepare as if face-to-face

VIDEO AND TELECONFERENCING

Tips for a successful electronic meeting Plan ahead-check equipment Dress professionally-for video conferencing Maintain a professional environment-quiet

appropriate location Speak to the camera Avoid distracting noises-no music, no

eating, no drinking