Professionalism skill for workplace success 4e by anderson bolt chapter10

10 Electronic Communications Copyright © 2016, 2013, 2011 Pearson Education, Inc CONCISE APPROPRIATE EFFICIENT Copyright © 2016, 2013, 2011 Pearson Education, Inc After studying these topics, you will benefit by: • Explaining the professional use of electronic communication tools • Constructing and utilizing e-mail messages • Using phone etiquette • Demonstrating the proper use of portable devices and texting • Applying professionalism to social media tools • Identifying proper behaviors in video and teleconferences Copyright © 2016, 2013, 2011 Pearson Education, Inc ELECTRONIC COMMUNICATIONS AT WORK • People are electronically connected – – – – – – – Phones E-mail Mobile devices Texting Instant messaging Blogs and wikis Audio and video conferencing Copyright © 2016, 2013, 2011 Pearson Education, Inc TALK IT OUT Identify the impact technology will have on the workplace in the next five years Copyright © 2016, 2013, 2011 Pearson Education, Inc TELECOMMUNICATION BASICS • Common communication tools – – – – – Various forms of computers Software E-mail Internet Mobile (smart) devices Copyright © 2016, 2013, 2011 Pearson Education, Inc TELECOMMUNICATION BASICS • Employers may provide technological tools – Use only for company business • Technology use policies outline expectations regarding – – – – – Privacy Liability Potential misconduct issues Use at proper time and place When in doubt, ask Copyright © 2016, 2013, 2011 Pearson Education, Inc TOPIC SITUATION Kathy and Technology TOPIC RESPONSE: How might Kathy have better handled the situation of using her smartphone during the meeting? Copyright © 2016, 2013, 2011 Pearson Education, Inc TELECOMMUNICATION BASICS • Practice good computer hygiene – Routinely scan for viruses, cookies, and other malicious coding • Regularly back up documents Copyright © 2016, 2013, 2011 Pearson Education, Inc BUSINESS E-MAILS • Popular for both internal and external communication • Include subject in subject line – Avoid “Hi,” “Hello,” “Urgent,” “Important,” or “Test” • Only tag important e-mails urgent (!) • Avoid use of emoticons • Update and maintain confidentiality of electronic address book Copyright © 2016, 2013, 2011 Pearson Education, Inc 10 PORTABLE DEVICES and TEXTING • Common mobile (portable) devices – – – – – Cell phones Smartphones Personal digital assistants (PDAs) Portable music/entertainment devices Wireless computers Copyright © 2016, 2013, 2011 Pearson Education, Inc 19 PORTABLE DEVICES and TEXTING • Two basic guidelines for using a personal electronic communication device at work: – Allowed when you alone, in a private area, and its use is permitted at work – When attending a meeting or business activity and it is necessary for communication Copyright © 2016, 2013, 2011 Pearson Education, Inc 20 PORTABLE DEVICES and TEXTING • If use is not relevant to the activity – Silence and place device face down or turn off and put away – If you are waiting for an important call and it arrives, excuse yourself and answer in private – If you forget to turn off sound and it rings, apologize and immediately silence the device Copyright © 2016, 2013, 2011 Pearson Education, Inc 21 PORTABLE DEVICES and TEXTING • Texting – If with others, text only if related to the business at hand – Use proper spelling and grammar – Turn off or silence when in meetings – Do not use when dining – Do not use text slang Copyright © 2016, 2013, 2011 Pearson Education, Inc 22 PHONE ETIQUETTE • When answering a call – – – – – – Try to answer on the first or second ring Start with a salutation Identify yourself Identify the company Smile and speak clearly and slowly Do not place someone on hold without asking permission Copyright © 2016, 2013, 2011 Pearson Education, Inc 23 PHONE ETIQUETTE • Taking calls when with others – Let the call go to voice mail unless you are expecting an important call – Explain to those with you that you are expecting a call – Ask your guest to excuse you when you take the call Copyright © 2016, 2013, 2011 Pearson Education, Inc 24 PHONE ETIQUETTE • When making a call – Identify yourself – Make the call brief unless the receiver approves a longer call – Do not eat or tend to personal business Copyright © 2016, 2013, 2011 Pearson Education, Inc 25 PHONE ETIQUETTE • Speakerphones – Used when on a conference call or a hands free device is needed – Use in a private room – Ask individuals included in the class for permission to use the speakerphone Copyright © 2016, 2013, 2011 Pearson Education, Inc 26 PHONE ETIQUETTE • Voice mail messages – Keep the message brief and professional – State your name, purpose of the call, and leave a return number – Speak slowly and clearly – Leave a short but concise message • Keep your voice mail greeting professional Copyright © 2016, 2013, 2011 Pearson Education, Inc 27 SOCIAL MEDIA TOOLS • Companies now use social media tools – – – – Facebook Video/photo file sharing Blogs Micro-blogs • Do not post a negative video or vent on these outlets Copyright © 2016, 2013, 2011 Pearson Education, Inc 28 SOCIAL MEDIA TOOLS • Communication with wikis, blogs, and instant messaging – Wikis: collaborative website where users edit and contribute to the site – Blogs (Web logs): online journals where readers can comment – Instant Messaging (IM): online communication in real time Copyright © 2016, 2013, 2011 Pearson Education, Inc 29 SOCIAL MEDIA TOOLS • Separate personal sharing from professional sharing • Refrain from identifying and/or speaking poorly of the company, employees, vendors, and customers • Maintain a positive and professional online image • Online identity: image formed when someone is communicating with and/or researching you through electronic means Copyright © 2016, 2013, 2011 Pearson Education, Inc 30 TOPIC SITUATION Irene’s Social Media Site TOPIC RESPONSE: If you were Irene and you knew your boss saw the social media site open on your computer, how would you respond? Copyright © 2016, 2013, 2011 Pearson Education, Inc 31 VIDEO AND TELECONFERENCING • Video conferencing – Two-way communication using video and audio technology • Teleconference – Two-way communication using audio technology • Prepare as if face to face Copyright © 2016, 2013, 2011 Pearson Education, Inc 32 VIDEO AND TELECONFERENCING • Tips for a successful electronic meeting – Plan ahead: check equipment – Dress professionally for video conferencing – Maintain a professional environment: quiet appropriate location – Speak to the camera – Avoid distracting noises: no music, no eating, no drinking Copyright © 2016, 2013, 2011 Pearson Education, Inc 33 ... message forwarding – Include individuals with whom the information is relevant – Do not forward a message that would embarrass others • If it would, not send • Instead, summarize the message for. .. communicated What action you want the receiver to take Informational Topic for discussion Decisional • Include only those who need to know the information Copyright © 2016, 2013, 2011 Pearson Education,... will have on the workplace in the next five years Copyright © 2016, 2013, 2011 Pearson Education, Inc TELECOMMUNICATION BASICS • Common communication tools – – – – – Various forms of computers