Chapter 5
Communicating
Electronically
Business Communication, 14e
Lehman and DuFrene
Business Communication, 14th edition by Lehman and DuFrene
Copyright
2005 by South-Western, a division of Thomson Learning
Chapter 5
Benefits of E-Mail

Facilitates fast, convenient
flow of information among
users at various locations
and time zones

Increases efficiency

Reduces cost and paper
waste
Business Communication, 14th edition by Lehman and DuFrene
Copyright
2005 by South-Western, a division of Thomson Learning
Chapter 5
Guidelines for Preparing
E-Mail Messages
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Use standard headings (to, from, date, subject)
Provide a useful subject line
Limit the message to a single topic directed
toward a receiver’s needs
Sequence ideas based on reader reaction
Use jargon, technical words, and shortened
terms selectively
Use graphic highlighting to enhance readability
Business Communication, 14th edition by Lehman and DuFrene
Copyright
2005 by South-Western, a division of Thomson Learning
Chapter 5
Elements of an
Effective Subject Line
Business Communication, 14th edition by Lehman and DuFrene

Helps reader sort through
a crowded mailbox

Describes content in an
understanding way

Will be meaningful in the
future

Is followed with a
restatement of the subject
Copyright
2005 by South-Western, a division of Thomson Learning
Chapter 5
Netiquette Fundamentals
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Check e-mail promptly

Do not contribute to e-mail overload

Use e-mail for appropriate messages

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—
Send short, direct messages
—
Do not send e-mail evoking
emotion
Beware of e-mail viruses and hoaxes
Develop e-mail organization habits
Business Communication, 14th edition by Lehman and DuFrene
Copyright
2005 by South-Western, a division of Thomson Learning
Chapter 5 and Appendix A
E-Mail Formatting Guidelines
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Include appropriate salutation and
closing
Limit message to one screen
Keep line length and paragraphs short
Use mixed case
Use emoticons and e-mail
abbreviations in moderation
Include signature file
Proofread message
Business Communication, 14th edition by Lehman and DuFrene
Copyright
2005 by South-Western, a division of Thomson Learning
Chapter 5
Instant Messaging
(“interactive e-mail” or “chat”)
Disadvantages
Advantages

Synchronous, fast, simple,
communication between
numerous people

Security and virus prone

Computer access required

Instantaneous exchange of
graphics and files

Potential nonwork use on the
job

Cost effective medium for
internal and external
communication

Danger of false identity and
eavesdropping

Informal medium with more
attention on the message
than on grammar/spelling
Business Communication, 14th edition by Lehman and DuFrene
Copyright
2005 by South-Western, a division of Thomson Learning
Chapter 5
E-mail and the Law

Assume responsibility for commitments made
in e-mail as print-outs serve as verification

Abide by copyright laws (use of graphics,
forward of messages, etc.)

Be familiar with laws that affect technology:
—
Electronic Communications Privacy Act (ECPA) —
allows companies to monitor e-mail usage for
legitimate business purposes
—
Privacy for Consumers and Workers’ Act — pending
legislation to require employers to notify employees of
monitoring policies and forbidding secret monitoring
Business Communication, 14th edition by Lehman and DuFrene
Copyright
2005 by South-Western, a division of Thomson Learning
Chapter 5
Process of Web Development
Maintaining
Creating
Useful
Web Pages
Publishing
Business Communication, 14th edition by Lehman and DuFrene
Designing
Copyright
2005 by South-Western, a division of Thomson Learning
Chapter 5
Guidelines for Developing
Web Communications
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Design a tightly
organized home page
Assure a united look
and feel
Use graphics effectively
Understand the needs
of the end user
Business Communication, 14th edition by Lehman and DuFrene
Copyright
2005 by South-Western, a division of Thomson Learning
Chapter 5
Writing for the Web
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Be brief and keep it simple

Consider appropriate jargon

Use eye-catching headlines

Break longer documents into
small chunks

Use attention-getting devices
judiciously

Avoid placing critical
information in graphic form only
Business Communication, 14th edition by Lehman and DuFrene
Copyright
2005 by South-Western, a division of Thomson Learning
Chapter 5
Preparing Voice
Mail Greetings
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Update greetings to reflect your schedule or
special announcements
Leave your full contact information and encourage
callers to leave detailed messages
Instruct callers as to how to review their messages or
be transferred to an operator
Critique message for professional tone and rerecord
for clarity
Check your voice mail regularly and return messages
within 24 hours
Treat voice mail as permanent legal records
Business Communication, 14th edition by Lehman and DuFrene
Copyright
2005 by South-Western, a division of Thomson Learning
Chapter 5
Leaving Voice
Mail Messages

Speak slowly and clearly
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Repeat your name and phone number at the
beginning and end of message
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Spell your name if needed
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Leave a detailed message, making your
purpose clear

Keep your message brief — about 60 seconds

Assure clear reception
Business Communication, 14th edition by Lehman and DuFrene
Copyright
2005 by South-Western, a division of Thomson Learning
Chapter 5
Cell Phone
Communication

Observe wireless free quiet zones

Respect others in crowded places by using
conversational tone and message discretion

Place safety above phone usage while driving

Choose a secure communication channel for
sending confidential or sensitive information
Business Communication, 14th edition by Lehman and DuFrene
Copyright
2005 by South-Western, a division of Thomson Learning
Chapter 5
Appropriate Use
of Technology

What is the purpose of the
message?
─
Is the message straightforward and
informative?
─
Is a permanent record needed?

Is the information personal or confidential?

Would an electronic message sacrifice
positive human relations?
Business Communication, 14th edition by Lehman and DuFrene
Copyright
2005 by South-Western, a division of Thomson Learning