MODULE 3: RELATIONSHIPS
CHAPTER TEN: ELECTRONIC COMMUNICATIONS
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
1. ELECTRONIC COMMUNICATIONS AT WORK
a) People are connected electronically
b) E-mail
c) Mobile devices
d) Texting
e) Instant messaging
f) Blogs wikis
g) Audio and video conferencing
2. TELECOMMUNICATION BASICS
a) Common communication tools
i) Various forms of computers
ii) Software
iii) E-mail
iv) Internet
v) Mobile (smart) devices
b) Employers may provide tools
i) Use only for company business
c) Technology use policies
i) Privacy
ii) Liability
iii) Potential misconduct issues
iv) Use at proper time and place
v) When in doubt ask
d) Practice good computer hygiene
i) Routinely scan for viruses, cookies, and other malicious coding
e) Regularly back-up documents
3. THE BUSINESS E-MAIL
a) Popular for both internal and external communications
b) Include subject in subject line
i) Avoid “Hi,” “Hello,” “Urgent,” “Important,” or “Test”
c) Only tag important e-mails urgent (!)
d) Avoid use of emoticons
e) Update and Maintain confidentiality of electronic address book
4. WRITING E-MAILS
a) Use proper layout, spelling, and grammar
b) Plan and identify the purpose
i) What needs communicated
ii) What action you want the receiver(s) to take
iii) Informational
iv) Topic for discussion
v) Decisional
c) Include only those who need to know the information
d) Main recipient
i) “To”
ii) Message directed to
e) Copy
i) “Cc”
ii) Named in the message
f) Blind copy
i) “Bcc”
ii) Other recipients are not aware of the blind copy recipient
g) Begin with a draft
h) Communicate your primary message early in the e-mail
i) Include key points
j) Consider the reader’s perspective
k) Be positive
l) Use bullets or numbers for points
m) Edit
n) Positive e-mail habits
i) Only mark important time sensitive message urgent (!)
ii) Check outgoing messages for proper spelling and grammar
iii) Don’t use all capital letter or colors
iv) No decorative backgrounds or emoticons
v) Create and use a signature
vi) Only use “return receipt” when necessary
vii) 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?
o) Do not misuse forwarding messages
i) Include individuals with whom the information is relevant
ii) Do not forward a message that would embarrass others
(1) If so, do not send
(2) Instead, summarize the message for new recipients and send to original parties
5. MOBILE (PORTABLE) DEVICES
a) Common mobile (portable) devices
i) Cell phones
ii) Smart phones
iii) Personal digital assistants (PDAs)
iv) Portable music/entertainment devices
v) Wireless computers
b) Two basic guidelines-proper time and place for its use
i) When you alone, in a private area, and it is permitted at work
ii) When attending a meeting or business activity and it is necessary for communication
c) If not relevant to the activity
i) Silence and place face down or turn off and put away
ii) If an important call comes in, excuse yourself and answer in private
iii) If you forget to turn off sound and it rings, apologize and immediately silence the device
d) Texting
i) If with others, text only if related to the business at hand
ii) Use proper spelling and grammar
iii) Turn off or silence when in meetings
iv) Do not use when dining
v) Do not use text slang
6. PHONE ETIQUETTE
a) When answering a call
i) Try to answer on the first or second ring
ii) Start with a salutation
iii) Identify yourself
iv) Identify the company
v) Smile and speak clearly and slowly
vi) Do not place someone on hold without asking permission
b) Taking calls when with others
i) Let the call go to voice mail unless you are expecting an important call
ii) Explain to those with you that you are expecting a call
iii) Ask your guest to excuse when you take the call
c) When making a call
i) Identify yourself
ii) Make the call brief unless the receiver approves a longer call
iii) Do not eat or tend to personal business (using the restroom)
d) Speakerphones
i) Used when on a conference call or a hands free device is needed
ii) Use in a private room
iii) Ask individuals included in the class for permission to use the speakerphone
e) Voice mail messages
i) Keep the message brief and professional
ii) State your name, purpose of the call, and leave a return number
iii) Speak slowly and clearly
iv) Leave a short, but concise message
f) Keep your voice mail greeting professional
7. SOCIAL MEDIA TOOLS
a) Companies now use social media tools
i) Facebook
ii) Video/photo file sharing
iii) Blogs
iv) Micro-blogs
b) Do not post a negative video or vent on these outlets
c) Communication with wikis, blogs, and instant messaging
i) Wikis-collaborative website where users edit and contribute to the site
ii) Blogs (Web Logs)-online journals where readers can comment
iii) Instant Messaging (IM)-online communication in real time
d) Separate personal sharing form professional sharing
e) Refrain from identifying and/or speaking poorly of the company, employees, vendors, and customers
f) Maintain a positive and professional online image
8. VIDEO AND TELECONFERENCING
a) Video conferencing
i) Two-way communication using video and audio technology
b) Teleconference
i) Two-way communication using audio technology
c) Prepare as if face-to-face
d) Tips for a successful electronic meeting
i) Plan ahead-check equipment
ii) Dress professionally-for video conferencing
iii) Maintain a professional environment-quiet appropriate location
iv) Speak to the camera
v) Avoid distracting noises-no music, no eating, no drinking