Business communication developing leaders for a network world 2nd CHAPTER 7

Email and Other
Traditional Tools
for Business
Communication

Chapter 7

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Most Effective Communication Channels for
Coordinating Work

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7-2


Creating Effective Emails
 Email communication is the primary form of
written business communication.
 Most analysts expect it to be the primary tool
for at least the next five to ten years in most
companies

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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

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Principles of Effective Emails
Use for the right purposes.
Ensure ease of reading.
Show respect for time.
Protect privacy and
confidentiality.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

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Principles of Effective Emails
Respond promptly.
Maintain professionalism and
appropriate formality.

Manage emotion effectively.
Avoid distractions.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

7-5


Use Email for the Right Purposes
 Email communication has few constraints (low
cost, little coordination) and high control (the

writer can think them out carefully, and they
provide a permanent record)
 It is rarely appropriate for sensitive or
emotional communication tasks. It is also
inefficient for facilitating discussions

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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

7-6


Ensure Ease of Reading
1.
2.
3.
4.
5.

Provide a Short, Descriptive Subject Line
Keep Your Message Brief Yet Complete
Clearly Identify Expected Actions
Provide a Descriptive Signature Block
Use Attachments Wisely

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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

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Less-Effective Email

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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

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More-Effective Email

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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

7-9


Show Respect for Others’ Time
 Select Message Recipients Carefully
 Provide Timelines and Options
 Be Careful about Using the Priority Flag
 Let Others Know When You Will Take Longer
than Anticipated to Respond or Take Action
 Avoid Contributing to Confusing and
Repetitive Email Chains

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7-10

Appropriate Response Time
to Emails

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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

7-11


Maintain Professionalism and Appropriate
Formality
 Avoid Indications That You View Email as
Casual Communication
 Apply the Same Standards of Spelling,
Punctuation, and Formatting You Would for
Other Written Documents
 Use Greetings and Names

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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

7-12


Manage Emotion and
Maintain Civility
 Neutrality effect
recipients are more likely to perceive messages

with an intended positive emotion as neutral

 Negativity effect
recipients are more likely to perceive messages
that are intended as neutral as negative

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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

7-13


Manage Emotion and
Maintain Civility
 Flames
emails or other digital communications with
“hostile intentions characterized by words of
profanity, obscenity, and insults that inflict harm
to a person or an organization

 Cyber silence
nonresponse to emails and other
communications.

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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

7-14

Manage Emotion and
Maintain Civility
Cyber incivility
violation of respect
and consideration in
an online
environment based
on workplace norms
Active, passive

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Manage Emotion and
Maintain Civility
 Reinterpretation
involves adjusting your initial perceptions by
making more objective, more fact-based, and less
personal judgments and evaluations

 Relaxation
involves releasing and overcoming anger and
frustration so that you can make a more rational
and less emotional response.

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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

7-16


Less-Effective Response to an Angry Email

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7-17


Manage Emotion and
Maintain Civility
 Defusing
involves avoiding escalation and removing
tension to focus on work objectives.

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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

7-18


More-Effective Response to Defuse an Angry
Email

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7-19


Texting in the Workplace
 Texting is a relatively new and undeveloped
form of communication in the workplace, and
attitudes toward it vary significantly
 Many professionals consider texting in the
workplace as impersonal, uninteresting, rude,
intrusive, or inadequate.

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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

7-20


Texting in the Workplace
 Use Texts for Simple and Brief Messages, Not for
Conversations
 Make Sure Your Tone Is Positive, Supportive, and
Appropriately Fun
 Don’t Ask Questions You Can Get Answers to
Yourself
 Be Careful about Abbreviated Language,
Emoticons, emojis, and Acronyms
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

7-21

Texting in the Workplace

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Texting in the Workplace
 Avoid Sarcasm and Jokes in Most Cases
 Avoid Rescheduling Meeting Times or Places
 Consider Turning Off Sound Alerts for
Incoming Texts/Emails
 Identify Yourself
 Clearly End the Texting Exchange
 Avoid Personal Texts during Work Hours
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

7-23


Texting in the Workplace

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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

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Manage Your Emails and Texts to Avoid
Distractions
 Check digital messages just two to four times
each day at designated times.
 Turn off message alerts.
 Use rich channels such as face-to-face and phone
conversations to accomplish a task completely.
 Reply immediately only to urgent messages.
 Avoid unnecessarily lengthening an email chain.
 Use automatic messages to help people know
when you’re unavailable.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

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