Lecture Business and administrative communication: Chapter 9 - Kitty O. Locker, Donna S. Kienzler

Chapter 9 - Sharing informative and positive messages with appropriate technology. After studying this chapter, you will know: What the purposes of informative and positive messages are, what kinds of newer communication hardware are entering offices, when and how to use common business media effectively, how to organize informative and positive messages, how to compose some of the common varieties of informative and positive messages.

Chapter Sharing Informative and Positive Messages with Appropriate Technology Copyright © 2015 McGraw­Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw­Hill Education Informative and Positive Messages Informative message - receiver’s reaction neutral  Positive message - receiver’s reaction positive  Neither message immediately asks receiver to anything  Go o d ne ws! 9­2 Primary Purposes  To give information or good news to audience  To have receiver view information positively 9­3 Secondary Purposes      To build good image of sender To build good image of sender’s organization To build good relationship between sender and receiver To deemphasize any negative elements To eliminate future messages on same subject 9­4 Communication Hardware  These tools help improve productivity in the workplace     Smartphones Portable media players Tablets Videoconferences 9­5 Information Overload  Employees are bombarded with junk mail, sales calls, spam, and other ads  Even routine communications are becoming overwhelming WARNING: Protect your communication reputation! 9­6 Common Media: Face­to­Face  Contact  Use face-to-face contact to        Visit a colleague Build a business relationship Save multiple calls or e-mails Engage in dialogue or negotiation Acquire something immediately Avoid leaving a paper trail Increase visual and aural cues 9­7 Common Media: Phone Calls  Use phone calls to     Convey appropriate tone Save multiple phone calls or e-mails Acquire something immediately Avoid leaving a paper trail 9­8 Common Media: Instant Messages,  Text Messages, and Wikis 9­9 Common Media: Social Media  Use social media to     Connect with many users quickly Connect inexpensively Post profiles, updates, blogs, useful links Four common types     Facebook Twitter Blogs LinkedIn 9­10 Common Media: Letters/Memos 9­11 Organizing Informative and  Positive Messages      Start with good news or the most important information Clarify with details, background Present any negative points positively Explain any benefits Use a goodwill ending Positive  Personal  Forward-looking  9­12 Subject Lines 9­13 Managing Information in Messages        Give audience information they need Consider your purpose Develop a system that lets people know what is new if you send out regular messages Use headings, bullets, numbered lists, or checklists in long e-mails Put the most vital information in e-mails, even if you send an attachment Check message for accuracy and completeness Remember e-mails are public documents 9­14 Audience Benefits 9­15 Ending Not all messages end same way  Goodwill ending – focuses on bond between reader, writer     Treats reader as individual Contains you-attitude, positive emphasis Omits standard invitation  Ex: If you have questions, please not hesitate to call 9­16 Story and Humor  Use stories in messages to     Gain attention Place information in context Connect with emotions Use humor in messages when   You know your audience well It is appropriate for the situation 9­17 Varieties: Transmittals  Tell reader what you're sending  Summarize main points  Give details to help reader grasp message  Tell reader what will happen next 9­18 Varieties: Summaries 9­19 Varieties: Thank­You Notes and  Responses to Complaints 9­20 ... long e-mails Put the most vital information in e-mails, even if you send an attachment Check message for accuracy and completeness Remember e-mails are public documents 9? ?14 Audience Benefits 9? ?15... communication reputation! 9? ?6 Common Media: Face­to­Face  Contact  Use face-to-face contact to        Visit a colleague Build a business relationship Save multiple calls or e-mails Engage in dialogue... e-mails Acquire something immediately Avoid leaving a paper trail 9? ?8 Common Media: Instant Messages,  Text Messages,? ?and? ?Wikis 9? ?9 Common Media: Social Media  Use social media to     Connect