The Business of Business Communications - #2 in the Employment in the Digital Age Series

The Business ofBusiness

Communications

Part Two of Three Digital Learning

Resources for Tech-Savvy Young Adults

in the Workplace

An online educational resource for youth entering the workforce, initiated and

funded by:

Developed by:

miranda-miller.com

http://miranda-miller.com/


Young adults have grown up with technology. They are

considered ‘digital natives.’

These three workshops explore employers’

expectations of the use of digital

technology and communications

devices in today’s workplace.

Digital Natives at Work

Employment in the Digital Age:Session Two – The Business of Business

Communications

Session One:Making Technology & Devices Work at

Work

Cell phones, laptops, tablets

and PCs are commonplace in

modern work environments. Are

you using them correctly?

Session Two:The Business of

Business Communications

Learn how to use email, chat

applications, online discussion groups and even social networks

like Facebook for business

communications.

Session Three: Your Personal &

Professional Brand

Privacy, identity and integrity are critical to your

success in technology

charged workplaces.

Employment in the Digital Age Series


Communications

When you see Discuss tabs in this course…Stop!

Learners working in groups should take this opportunity to have a conversation about the

topic at hand and follow instructions to complete the task.

Individual learners can explore the topic on their own using the resources provided.

Discuss


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The New Business Communications


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Business communications are evolving rapidly – we are more connected now than at any other point in history.


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We recognize telephone calls, emails and letters as business communications…


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… but now Tweets, Facebook posts and messages, LinkedIn status updates, Tumblrs and more can be business

communications, too.Employment in the Digital Age:

Session Two – The Business of Business Communications

In the modern workplace, you might use internal or external social media networks to communicate with your colleagues

and industry peers. Employment in the Digital Age:Session Two – The Business of Business

Communications

Just a few years ago, using a social network from your work computer

was forbidden by most employers.Employment in the Digital Age:


Now, an entire industry of enterprise-level social networks has grown out of the need for employees to communicate

online. Employment in the Digital Age:


Your employer may expect that you know how to use these networks –

or can at least learn them quickly.Employment in the Digital Age:


You may switch between a variety of communications channels throughout your workday.


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Employers are realizing that social media isn’t necessarily a bad thing…

it can offer huge benefits for the business.Employment in the Digital Age:


• Improved employee engagement• More productive teams• A connected organization• Stronger customer loyalty.

(Microsoft)

Benefits of enterprise social use include:


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http://www.microsoft.com/en-us/news/features/2013/may13/05-27entsocslideshow.aspx

Each social network is unique, but most have common features.

In the example above, you’ll notice the Yammer user homepage has some features that may remind you of Facebook.


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Social media in the workplace might be used to post messages to or collaborate with an entire team…


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Or to communicate only with specific co-workers…


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Or to organize and search for files and more, as shown in these examples from the Tibbr network.


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In today’s workplace, you might also be responsible for blogging or other published communications – all representing

your company.Employment in the Digital Age:


The content you post on social networks like Facebook, Twitter and LinkedIn reflect on the company and your professional

reputation, as well.Employment in the Digital Age:


Are you making the right impression?


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Discuss

Discuss which networks you use and what you like or dislike about each one, either with your peers or in writing on your

own.

Make a list of the social networks

you use to communicate with friends, family and coworkers.


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Business Communications 101


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It’s important to have good etiquette at work in general – but especially in your written communications.


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Whatever digital tools you use in the workplace,

your business communications must be:

• Prepared • Purposeful• Professional• Polite Employment in the Digital Age:


Being Prepared

Ask yourself:

• Am I sharing all of the necessary information?

• Am I ready to answer questions about this topic?

• Is this the person (or are these the people) I should be communicating with on this topic?

• Am I confusing the issue with more information than is necessary?


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Communicating with Purpose

Ask yourself:

• What is my desired outcome?

• What action do I want this person to take?

• Have I communicated this clearly?


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Communicating Professionally

Ask yourself:

• Have I used good spelling and grammar?

• Is the tone of my message appropriate for work?

• Is my language appropriate for the workplace?

• Is there any room for misunderstanding my intent and how can I fix that before sending?


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Being Polite

Ask yourself:

• Have I used an appropriate salutation and closing?

• How do I want the reader to feel after this encounter?

• Does my communication address what the other person needs to know?

• Am I using my best manners?


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Always review your writing carefully before sending.


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Crafting Great Emails & Messages

Even with all of the new media tools we have access to, email remains a popular way to communicate at work.


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You might also use Facebook, Twitter, texting or other methods to send messages that are relevant to your work.


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Use CLEAR Writing

A system for more effective business communications:

CLEAR

Connected – to current projects and workload.

List next steps.

Expectations – set them!

Ability – explain how things will get done.

Return – answer “What’s in it for me?” for the recipient.

- From Bill Jensen, author of The Simplicity Survival Handbook


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http://www.amazon.com/Simplicity-Survival-Handbook-Ways-Accomplish/dp/0738209120

Use appropriate greetings and closings, regardless of the forum.


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Cut out unnecessary language.


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Don’t be a jerk – keep it professional, even if you’re upset.


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Take the time for a sober second thought before sending.


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Ask a co-worker or supervisor for a second opinion if you aren’t sure how your message will be received.


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If you feel someone is being heavy-handed or emotional with you in a

business communication, check back with them (preferably in person). Employment in the Digital Age:


Don’t respond in anger – especially if you may have misunderstood.


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Discuss

Do you practice good etiquette in your communications?

Make a list of the steps you take today to be polite and efficient in your text messages, Facebook messages, emails,

etc. – and ways you can improve.Employment in the Digital Age:


New Media & Digital Communications


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This is how we used to dispose of business communications.


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Now, nothing ever really goes away.


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Don’t expect personal privacy on company networks…


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And remember that your web browsing history is available to your company’s IT department.


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Anything you send using email can be resurfaced…even if you think it’s been deleted.


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Nothing published on the Internet ever really goes away, either.


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Especially not on social networks. Your profile on each network contains a file

that can be shared with lawyers or police when subpoenaed.Employment in the Digital Age:


Always keep in mind that the person on the other end of a tweet, Facebook post, blog or other online message is a

person just like you.Employment in the Digital Age:


Even when you think your comments are anonymous, you may be identified – and they never really go away.


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Hurtful, cruel comments affect real people.Is that how you want people (like employers!) to remember

you?Employment in the Digital Age:


Caitlin Seida woke up one day to realize her photo had been posted to a site with the sole purpose of allowing people to mock the appearance of others.

Thousands of people left cruel comments – until she started contacting them. Many didn’t realize they could be identified through posts to a public page.

- Salon

http://www.salon.com/2013/10/02/my_embarrassing_picture_went_viral/

Don’t be afraid… be aware.

Remember this rule of thumb:

If you wouldn’t say it in court, don’t say it on Facebook!

(Or in an email, or via text message, or in a memo…)


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Social Media & You (& Your Job)


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Should I display the company name on my social profile and how does that reflect on my employer?


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Will I be embarrassed if someone shares this with my employer or coworkers?


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Will this post or message reflect positively or negatively on my employer?

(Even if it’s not about work, people may assume you represent the company.)


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Does this say what I meant to say or could it be misinterpreted?


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Discuss

Is your social media activity appropriate for a workplace setting? Would you be embarrassed if your coworkers read

your Facebook page?

Discuss with your group or, if working individually, write a short note about it.

Go to one of your social profiles and

review the last dozen posts or

so.


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YOLO! Make a Great Impression


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You Only Live Once!


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Make the right impression at work.


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Obviously, this won’t go over well in the workplace.


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Neither will this.


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Using text-speak in conversation has become the norm:

• 71% of youth use text-speak when texting on phones.

• 64% use it when typing messages online.

• 14% use text-speak while speaking out loud!

- Kaplan International Colleges


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http://kaplaninternational.com/blog/grammar-spelling-text-speak-english-learners-073/

Two out of three teachers reported in a

recent study that they regularly find

text-speak in pupils’ homework.

(Mencap)


Communications

http://www.telegraph.co.uk/education/educationopinion/9966117/Text-speak-language-evolution-or-just-laziness.html

89% of parents and teachers in the study

said the growing prevalence of text-speak is creating a language barrier

between themselves and youth.

(Mencap)

Employment in the Digital Age:


http://www.telegraph.co.uk/education/educationopinion/9966117/Text-speak-language-evolution-or-just-laziness.html

Text-speak in the workplace can cause confusion and misunderstandings.


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HT or H/T = Hat Tip

It’s a way to give credit to a person for their idea or quote. But it also means…

Heard through.

For example:


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AYC = Aren’t You Clever.

But it also means… Aren’t You Cheeky.Employment in the Digital Age:


ATM = At the moment.

but it also means…

Automated Teller Machine.


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…and it means other things that are not appropriate for the workplace.

When in doubt, check the term out.Employment in the Digital Age:


Some acronyms are acceptable in online conversation…

(Too Long; Didn’t Read)


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…but are not appropriate to use with coworkers.

Image


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http://www.poeunstde.com/CA/index.php?dv1=show3&dv2=&dv3=&dv4=tink-CA&sec_id=qWJ8vBQjIEzEzreaqZipDn7pCZO6Y3RmIaRmqldRNAsd7cCuC3i8fAs3NBYbhnoQzA84PBVb7as%EB&marketing_fid=MTQwODA1NzI5Mi0xMGNiZGUzNWFhNzI3ZGVmNjExOGQ3NzA0NmViZjg4Mw==

There are some acronyms you’ll want to know,

like this one: NSFW.Employment in the Digital Age:Session Two – The Business of Business

Communications

These acronyms are commonly used in business and in professional communications.


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Common Business Acronyms

ASAP As Soon As Possible

Due Diligence

CLM Career Limiting Move

DD

DRIB Don’t Read If Busy

NRN No Reply Necessary

RFD Request For Discussion

TBA To Be Advised

TWIMC To Whom It May Concern

TIA Thanks In Advance

WTG Way To Go

YW You’re Welcome

From NetLingo – Top 50 Business Text Terms


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http://www.netlingo.com/top50/business-text-terms.php

So when is it okay to use acronyms or text lingo in business communications -

and which ones?Employment in the Digital Age:


Ask your employer.


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Make sure you understand their communication policy and what is

expected of you! Employment in the Digital Age:Session Two – The Business of Business

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Try this tool to see what goes into a social media policy.

socialmedia.policytool.net


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http://socialmedia.policytool.net/

It guides people through a wizard and creates

a policy for their unique needs.Employment in the Digital Age:


Social media policies let employees know how they can and can’t use social media in

the workplace.Employment in the Digital Age:


It’s your responsibility to know and follow the rules!


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Sometimes the rules don’t seem to make sense.

This young man was fired for licking taco shells.


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That’s gross, right? He should have been fired! Except the picture everyone went wild over was actually from a company-run photo

contest. Employment in the Digital Age:Session Two – The Business of Business

Communications

The problem was that it was never approved for social sharing. It was for internal use

only.Employment in the Digital Age:


It reflected poorly on the company as a whole

when shared out of context across social media.

People were horrified.Employment in the Digital Age:


Give the policy tool a try now if you haven’t – see what considerations businesses face when

deciding how social media is used in the workplace!

socialmedia.policytool.net


Communications

http://socialmedia.policytool.net/

Discuss

Discuss with your group or write a short essay on what you’ve learned about how your social media presence can affect your

work and your employer.

What have you learned about

how your social activity can

reflect on your employer?


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Pop Quiz


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True or False:

Attitudes toward social media use in the workplace are changing.


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TRUE.

Many employers actually encourage social media use in the workplace – as long as it’s used

properly and benefits the company.


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Social Business Communications:

Can you remember the examples of enterprise social media platforms used

by companies for internal social communications?

List as many as you can remember.


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These are all examples of social media networks for businesses.

See if you can find any more on the Internet!


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Fill in the Blank:

Whether you use email, a social network, a handwritten note or a

memo, your business communications must always be ___________.

Do you remember the 4 Ps? Write them down.


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Whatever digital tools you use in the workplace,

your business communications must be:

• Prepared • Purposeful• Professional• Polite Employment in the Digital Age:


Choose the Right Answer:

Which acronym can help you remember the rules for writing better business

emails?

a) EMAILb) DATAc) CLEARd) GOODe) None of the above


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ANSWER: Use CLEAR Writing

CLEAR

Connected – to current projects and workload.

List next steps.

Expectations – set them!

Ability – explain how things will get done.

Return – answer “What’s in it for me?” for the recipient.

- From Bill Jensen, author of The Simplicity Survival Handbook


Communications

http://www.amazon.com/Simplicity-Survival-Handbook-Ways-Accomplish/dp/0738209120

True or False:

If you post something embarrassing or inappropriate online or in an email, you should delete it right away so no one

will notice.


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TRUE… Sort of.

Nothing on the Internet or in email ever really

goes away.

Data on your social profiles, in emails on the company server and through private

companies like Gmail, and on your work and personal computers

can always be recovered.

Think carefully and reread everything before sending.


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Check out these resources to learn more about business communications in our digital world:

Resources

• Email Etiquette Recommendations for Today’s Business Student – Sam Houston State University

• Communication World – The International Association of Business Communicators’ monthly magazine

• Can We Talk? Four Tips for Delivering Bad News – HRVoice

• Beyond the Selfie: There are some social media skills Millennials don’t have – Financial Post

• 3 Ways Millennials Can Master Job Interviews - Forbes


Communications

http://eng250.pbworks.com/f/Email+Etiquette.pdf

http://eng250.pbworks.com/f/Email+Etiquette.pdf

http://www.iabc.com/cw/

http://www.hrvoice.org/can-we-talk-four-tips-for-delivering-bad-news/

http://business.financialpost.com/2014/05/11/beyond-the-selfie-social-media-skills-millennials-dont-have/?__lsa=2fc8-b20b



http://www.forbes.com/sites/jmaureenhenderson/2013/05/06/3-ways-millennials-can-master-job-interviews/



Image Credits

Slide 7, DollarPhotoClub

Slide 10, Salesforce

Slide 17, About Yammer

Slides 18-20, Tibbr




Slide 54, Twitter




Slide 54, Facebook

(with permission)





Communications

http://www.dollarphotoclub.com/66356046


https://developer.salesforce.com/page/An_Introduction_to_Salesforce_Chatter

https://about.yammer.com/

http://www.tibbr.com/what-is-tibbr/overview/search.php







https://twitter.com/StephenJBronner

http://www.dollarphotoclub.com/63018169http:/www.dollarphotoclub.com/24446963

http://www.dollarphotoclub.com/63018169http:/www.dollarphotoclub.com/24446963











An online educational resource for youth entering the workforce, initiated and

funded by:

Developed by:

miranda-miller.com



The Business of Business Communications - #2 in the Employment in the Digital Age Series

Education

Transcript of The Business of Business Communications - #2 in the Employment in the Digital Age Series