Email and Other
Traditional Tools
for Business
Communication
Chapter 7
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Chapter Overview
 Tradeoffs of richness, control, and constraints
with a communication channel
 Writing effective emails
 Emotion in online communications
 Effective texting in the workplace
 Digital message overload
 Effective phone conversations and
videoconferences
© 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any
manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
7-2
Learning Objectives
LO7.1 Explain the trade-offs associated with richness,
control, and constraints when choosing a
communication channel.
LO7.2 Apply principles for writing effective emails.
LO7.3 Explain how to handle emotion effectively in online
communications.
LO7.4 Describe strategies for effective texting in the
workplace.
LO7.5 Describe strategies for managing digital message
overload.
LO7.6 Explain principles for effective phone conversations
and videoconferences.
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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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Most Effective Communication
Channels for Coordinating Work
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Strategically Selecting Channels
for Communication
 Richness involves two considerations: the
level of immediacy and the number of cues
available.
 Immediacy relates to how quickly someone is
able to respond and give feedback.
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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
Strategically Selecting Channels
for Communication
 Control
the degree to which communications can be planned
and recorded, thus allowing strategic message
development.
 Planning
implies that the communication can be tightly
drafted, edited and revised, rehearsed, and
otherwise strategically developed before delivery.
 Permanence
extent to which the message can be stored,
retrieved, and distributed to others.
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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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Strategically Selecting Channels
for Communication
 Constraints
the practical limitations of coordination and
resources.
 Coordination
deals with the effort and timing needed to allow all
relevant people to participate in a communication.
 Resources
include the financial, space, time, and other
investments necessary to employ particular channels
of communication.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
7-7
Strategically Selecting Channels
for Communication
Synchronous
communication
Asynchronous
communication
occurs in real time
Individuals involved give
immediate responses to
one another and
engage in turn-taking.
does not occur in real
time
Individuals involved in
such communication
can pay attention to
and respond to
communications at a
time of their choosing.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
7-8
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.
7-10
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.
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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.
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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.
7-13
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.
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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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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
7-16
Appropriate Response Time
to Emails
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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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7-18
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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7-19
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.
7-20
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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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 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.
7-22
Less-Effective Response to an Angry
Email
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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.
7-24
More-Effective Response to Defuse an
Angry Email
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7-25
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.
7-26
Texting in the Workplace
 Evaluate the Meta Message of a Text
 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, 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.
7-27
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.
7-28
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.
7-29
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.
7-30
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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Building Connections with
Phone Conversations
 Schedule and Plan for Your Phone Calls
 Ensure Quality Audio
 Open with a Warm Greeting and Use Your
Caller’s Name
 After Brief Small Chat, Direct the Conversation
to the Issues at Hand
 Speak with a Pleasant, Enthusiastic Voice
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
7-32
Building Connections with
Phone Conversations
 Share Conversation Time Equally
 Apply the Rules of Active Listening and Avoid
Multitasking
 Take Notes on Important Points and
Summarize Next Steps at the End of the Call
 Close with Appreciation
 Follow Up on Agreements
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
7-33
Sample Meeting Request and
Agenda for a Phone Call
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
7-34
Sample Follow-up Message
with Action Items
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
7-35
Participating in and Leading Group
Voice and Video Calls
 Practice Using the Technology before the
Group Call
 Use Your Webcam Effectively
 Use Interactive Tools Wisely
 Start the Call with Purpose and Take Charge
 Follow the Guidelines of Effective Virtual
Meetings
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
7-36
Chapter Takeaways
 Tradeoffs of richness, control, and constraints
with a communication channel
 Writing effective emails
 Emotion in online communications
 Effective texting in the workplace
 Digital message overload
 Effective phone conversations and
videoconferences
© 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any
manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
7-37