www.freebookslides.com Business Communication Essentials For these Global Editions, the editorial team at Pearson has collaborated with educators across the world to address a wide range of subjects and requirements, equipping students with the best possible learning tools This Global Edition preserves the cutting-edge approach and pedagogy of the original, but also features alterations, customization, and adaptation from the North American version Global edition Global edition Global edition seventh edition Bovée • Thill This is a special edition of an established title widely used by colleges and universities throughout the world Pearson published this exclusive edition for the benefit of students outside the United States and Canada If you purchased this book within the United States or Canada, you should be aware that it has been imported without the approval of the Publisher or Author Business Communication Essentials seventh edition Courtland L Bovée • John V Thill Pearson Global Edition Bovee_1292093269_mech.indd 18/03/15 9:47 AM www.freebookslides.com This page is intentionally left blank www.freebookslides.com MyBCommLab : Improves Student Engagement Before, During, and After Class đ Prep and Engagement ã Video exercises – engaging videos that bring business concepts to life and explore business topics related to the theory students are learning in class Quizzes then assess students’ comprehension of the concepts covered in each video • Learning Catalytics – a “bring your own device” student engagement, assessment, and classroom intelligence system helps instructors analyze students’ critical-thinking skills during lecture • Dynamic Study Modules (DSMs) – through adaptive learning, students get personalized guidance where and when they need it most, creating greater engagement, improving knowledge retention, and supporting subject-matter mastery Also available on mobile devices • Business Today – bring current events alive in your classroom with videos, discussion questions, and author blogs Be sure to check back often, this section changes daily • Decision-making simulations – place your students in the role of a key decision maker The simulation will change and branch based on the decisions students make, providing a variation of scenario paths Upon completion of each simulation, students receive a grade, as well as a detailed report of the choices they made during the simulation and the associated consequences of those decisions Decision Making Critical Thinking • Writing Space – better writers make great learners—who perform better in their courses Providing a single location to develop and assess concept mastery and critical thinking, the Writing Space offers assisted graded and create your own writing assignments, allowing you to exchange personalized feedback with students quickly and easily Writing Space can also check students’ work for improper citation or plagiarism by comparing it against the world’s most accurate text comparison database available from Turnitin • Additional Features – included with the MyLab are a powerful homework and test manager, robust gradebook tracking, comprehensive online course content, and easily scalable and shareable content http://www.pearsonmylabandmastering.com # 153701 Cust: Pearson Au: BOVEE Pg No Business Communication Essentials, 7e Server: S4C A01_BOVE3260_07_GE_FM.indd Title: C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:34 am www.freebookslides.com Today’s students are holding the future of business communication in their hands As another disruptive technology redefines business communication, Bovée and Thill are once again the first to respond with current, comprehensive, and fully integrated coverage Just as Bovée and Thill pioneered coverage of the social media revolution, they now lead the market with up-to-the-minute coverage of mobile business communication The mobile revolution: key facts and figures Smart business leaders know they must adapt and respond to the rise of mobile usage by consumers and employees:2 “Mobile is the most disruptive technology that I have seen in 48 years in Silicon Valley.”1 —Venture capitalist Joe Schoendorf REAL-TIME UPDATES LEARN MORE BY VISITING THIS WEBSITE The mobile revolution by the numbers Explore dozens of statistical measures that show the impact of mobile communication Go to http://real-timeupdates com/bce7 Under “Students,” click on “Learn More.” • For millions of people, a mobile device is their primary way, if not their only way, to access the Internet • Globally, 80 percent of Internet users access the web at least some of the time with a mobile device • Mobile has become the primary communication tool for many business professionals, including a majority of executives under age 40 • Email and web browsing rank first and second in terms of the most common nonvoice uses of smartphones • More email messages are now opened on mobile devices than on PCs • Roughly half of U.S consumers use a mobile device exclusively for their online search needs • Many online activities that eventually migrate to a PC screen start out on a mobile screen Bovée and Thill’s coverage of mobile business communication includes these important topics: • The Mobile Revolution • The Rise of Mobile as a Communication Platform • How Mobile Technologies Are Changing Business Communication • Collaboration via Mobile Devices • Business Etiquette Using Mobile Devices • The Unique Challenges of Communication on Mobile Devices • Writing Messages for Mobile Devices • Designing Messages for Mobile Devices • Optimizing Content for Mobile Devices • Visual Media on Mobile Devices • Creating Promotional Messages for Mobile Devices • Integrating Mobile Devices in Presentations # 153701 Cust: Pearson Au: BOVEE Pg No Communication Essentials, 7e Server: S4C A01_BOVE3260_07_GE_FM.indd Title: Business C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:34 am ment and friendly compoorly on the company tarting to recognize the Your task: Team up with another student and review each other’s ho are on the move in public presence on Facebook, Twitter, Flickr, blogs, and any other nd sharing information website that an employer might check during the interview and r merchants recruiting process Identify any photos, videos, messages, or other Foursquare’s Merchant material that could raise a red flag when an employerwww.freebookslides.com is evaluating no more than 140 chara job candidate Write your teammate an email message that lists should summarize the any risky material brick and mortar” busithe next three messages EMAIL SKILLS/PORTFOLIO BUILDER hat support that overall Longer Messages 6-29 Media Skills: Email [LO-4] One-quarter of all motor with privateBusiness Twitter acvehicle accidents that involve children under age 12 are sideyour messages Otherimpact crashes—and these crashes result in higher rates of injustructor or post them on N SKILLS/ As social media, the changes brought about by mobile runPrepare far deeper anyone involved withimpacts this topic should know about rieswith and fatalities thanthat those with front or rear a 10-minute presentation that introduces the topic, comments ORKING SKILLS than the technologyin itself Successful communication on mobile devices Your task: You workon theimportance consumer information department its to the U.S economy, and discusses the issues requires approach to planning, writing, and designing messages ons: Planning a Presentation [LO-1]aa new You S at Britax, leading manufacturer of car seats Your manager you’ve identified Assume that your audience is a cross-section of when you’re craving Thai food the perfect hasorasked you to prepare an email message that can be sent out business managers who don’t any particular experience in ing; Online Etiquette With in-depth, integrated coverage the have challenges you don’t know where to go?whenever Or when parents you’re request information aboutof side-impact crashes and opportunities the topic you’ve chosen e pride in their work are bbing and want to let your friends know where that presents, Business Communication Essentials, 7th Edition, helps and mobile the safety features of Britax seats Start by researching sideusiness However, pride e’s location-based services students connect withontheir impact you crashes the Britax website Write a three-paragraph adapt personal use of mobile devices to the unique demands PRESENTATION SKILLS/PORTFOLIO BUILDER eies ways employees thatwhen offer products and services of interest message that explains the seriousness of side-impact crashes, sm is a fact of life in so- of business communication Through a variety of annotated model messages, 12-22 Presentations: Designing Presentation Visuals [LO-4] describes how injuries and fatalities can be minimized in these a brief presentation explaining the Foursquare has recently experienced questions, andBritax’s cases, students will valuable skills the art oncar the sequence your gain instructor chose for thisin course, crashes, andactivities, describesDepending how seats are designed to help eatures and benefits List two Foursquare hese problems have gen57 you’ve probably covered to 10 chapters at this point and learned of communicating via mobile devices protect children in side-impact crashes e a brief assessment of which of the three you unfair criticism on a vaor improved many valuable skills Think through your progress to setyour up aclassmates Facebook page and identifySKILLS five business communication skills that you’ve either EMAIL SKILLS/MOBILE ent their frustrations The text from this learned for the first time or developed during this course conventional report N SKILLS m jumped into action, 6-30 Media Skills: Email [LO-4] The size limitations of page is too small Your task: Create a Prezi or slide presentation that describes o provideand replacement to read on a smartphone screens call for a different approach to writing (see esigning, Creating Presentation Slides each of the five skills you’ve identified Be sure to explainphone howscreen een by the page 141) and formatting (see page 162) documents O-3]affected , [LO-4] Notquallong ago, snowboarding each skill could help you in your career Use any visual style that oing as well as could be e to pass skiing as the country’s favorite way to However, zooming in Your task: On the website of any company that you, find you feel is appropriate for interests the assignment industry blogs to read forces the mountains, butone the evesport’s growth cooled a newshas release (some companies refer to them as press releases) reader to lose context n your company’s prodthat announces the launch of a new product Using Pages or any and repeatedly hunt PRESENTATION SKILLS/MOBILE SKILLS omplaints on their own around to find all the otherpresentation writing app at your disposal, revise and format the material arch and prepare a 10-minute mployees and defended pieces of the page Designing Presentation Visuals; in a wayincluding that would be12-23 effectivePresentations: on smartphone screens ends in snowboarding and skiing, ny’s production departMobile Media [LO-4] On SlideShare or any other source, find e relative popularity of both sports Include ers for lacking the skills a business presentation on any topic that interests you tations to emphasize key IM points in your SKILLS uct Within a matter of ther structured or free-form slides Your task: Re-create the first five slides in the presentation in being retweeted and re6-31 Media Skills: IM; Compositional Tutorials a manner that willModes: make them more[LO-1] mobile-friendly Create as fire of negative feedback High-definition television can be a joy to watch—but, [LO-5] many additional slides as you need N SKILLS e horrified oh, what a pain to buy The field is cluttered with competing esigning, and Creating Slides technologies and arcane terminology that is meaningless to most neers by private message Presentation PRESENTATION SKILLS/TEAM SKILLS companies publish stories O-3] [LO-4] With torealistic examples, consumers Moreover, it’s nearly impossible define one techni- pointers to dozens of business but ,you realizeMany you have Thefor computer 12-24.two Planning, Designing, and Creating Presentation Slides; cal termHewlettwithout invoking or three others, leaving consums.d early Writeyears a post the company communication apps, and a full range of questions and example, tells tothe story of how founders Bill Collaboration:soup Team Projects [LO-1] , [LO-2], [LO-3], [LO-4], ers swimming in an alphanumeric of confusion As a sales oyees on how respond projects, Business Communication Essentials highlights the ackard started the company in a garage in Palo Chapter Changing a nation’s eating habits is a Herculean task, best current practices in mobile business communication 1938, doing anything they could to “bring in a but the physical and financial health of the United States depends is now preserved as “the birthplace of Silicon on it You work for the USDA Center for Nutrition Policy and maintain HP’s image as a technology pioneer.37 Promotion, and it’s your job to educate people on the dangers of unhealthy eating and the changes they can make to eat more a company that has been in business for at least Optimizing for mobile balanced and healthful diets epare a 10-minute presentation on its history includes writing short Your task: Visit http://real-timeupdates.com/bce7,headlines click onthat get to the point N SKILLS/TEAM SKILLS Student Assignments, and download Chapter 12 Caseright (Dietary Guidelines for Americans) With a team assigned by your instructor, ons: Planning a Presentation [LO-1] In This introduction develop a 10- to 15-minute presentation that conveys the key points conveys only the ss development researcher for a major corpofrom Chapter of the Guidelines, “Food and Food Components to readers information to gather and process information on a wide need in order to Reduce.” The objectives of your presentation are to alert people Management has gained confidence in your grasp the scope of to the dangers of excessive consumption of the five components the article s skills and would now like you to begin makdiscussed in the chapter and to let them know what healthy levels tions at management retreats and other funcof consumptions are This chapter has a lot of information, but you ely to include the following: don’t need to pack it all into your presentation; you can assume U.S jobs All thewho key points of that the chapter will be available as a handout to anyone the documents ship of U.S firms attends your presentation Along with your presentation, draft appear here on the sues involving workers from other countries firstto screen speaking notes that someone outside your team could use give red by local and state governments to attract the presentation You can use images from the Guidelines PDF, the websites of the U.S Department of Agriculture and the U.S act of environmental regulations Department of Health and Human Services, or a nongovernment Readers who want eam assigned by your instructor, choose one of source such as Creative Commons Cite all your imagemore sources detail can swipe down ist and conduct enough research to familiarize and make sure you follow the usage and attribution guidelines for for background opic Identify at least three important issues any photos you find on nongovernment sites information on the Integrated coverage and student activities MOBILE APPS Pocket Letter Pro includes templates for a variety of letter types to simplify writing business letters on your mobile device five points “The Mobile Revolution Is Just Beginning,” press release, Word Economic Forum, 13 September 2013, www.weforum.org “More Than Nine in 10 Internet Users Will Go Online via Phone,” eMarketer, January 2014, www.emarketer.com; Christina “CK” Kerley, The Mobile Revolution & B2B, white paper, 2011, www.b2bmobilerevolution.com; Jordie can Rijn, “The Ultimate Mobile Email Statistics Overview,” Emailmonday.com, accessed February 2014, www.emailmonday.com; Jessica Lee, “46% of Searchers Now Use Mobile Exclusively to Research [Study],” Search Engine Watch, May 2013, http://searchenginewatch.com # 153701 Cust: Pearson Au: BOVEE Pg No Business Communication Essentials, 7e Server: S4C A01_BOVE3260_07_GE_FM.indd Title: C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:34 am www.freebookslides.com This page is intentionally left blank # 153701 Cust: Pearson Au: BOVEE Pg No Communication Essentials, 7e Server: S4C A01_BOVE3260_07_GE_FM.indd Title: Business C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:34 am www.freebookslides.com SEVENTH EDITION GLOBAL EDITION Business Communication Essentials Courtland L Bovée PROFESSOR OF BUSINESS COMMUNICATION C ALLEN PAUL DISTINGUISHED CHAIR GROSSMONT COLLEGE John V Thill CHAIRMAN AND CHIEF EXECUTIVE OFFICER GLOBAL COMMUNICATION STRATEGIES Boston Columbus Indianapolis New York San Francisco Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montréal Toronto Delhi Mexico City São Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo # 153701 Cust: Pearson Au: BOVEE Pg No Business Communication Essentials, 7e Server: S4C A01_BOVE3260_07_GE_FM.indd Title: C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:34 am www.freebookslides.com Vice President, Business Publishing: Donna Battista Editor-in-Chief: Stephanie Wall Acquisitions Editor: Nicole Sam Program Manager Team Lead: Ashley Santora Program Manager: Denise Vaughn Editorial Assistant: Kaylee Rotella Acquisitions Editor, Global Edition: Vrinda Malik Senior Project Editor, Global Edition: Daniel Luiz Media Producer, Global Edition: M Vikram Kumar Senior Manufacturing Controller, Production, Global Edition: Trudy Kimber Vice President, Product Marketing: Maggie Moylan Director of Marketing, Digital Services and Products: Jeanette Koskinas Executive Product Marketing Manager: Anne Fahlgren Field Marketing Manager: Lenny Ann Raper Senior Strategic Marketing Manager: Erin Gardner Project Manager Team Lead: Judy Leale Project Manager: Nicole Suddeth Operations Specialist: Carol Melville Interior Designer: S4Carlisle Publishing Services Cover Image: HUANG Zheng/Shutterstock VP, Director of Digital Strategy & Assessment: Paul Gentile Manager of Learning Applications: Paul Deluca Digital Editor: Brian Surette Digital Studio Manager: Diane Lombardo Digital Studio Project Manager: Robin Lazrus Digital Studio Project Manager: Alana Coles Digital Studio Project Manager: Monique Lawrence Digital Studio Project Manager: Regina DaSilva Full-Service Project Management and Composition: Kannan Poojali, S4Carlisle Publishing Services Microsoft and/or its respective suppliers make no representations about the suitability of the information contained in the documents and related graphics published as part of the services for any purpose All such documents and related graphics are provided “as is” without warranty of any kind Microsoft and/or its respective suppliers hereby disclaim all warranties and conditions with regard to this information, including all warranties and conditions of merchantability, whether express, implied or statutory, fitness for a particular purpose, title and non-infringement In no event shall Microsoft and/or its respective suppliers be liable for any special, indirect or consequential damages or any damages whatsoever resulting from loss of use, data or profits, whether in an action of contract, negligence or other tortious a ction, arising out of or in connection with the use or performance of information available from the services The documents and related graphics contained herein could include technical inaccuracies or typographical errors Changes are periodically added to the information herein Microsoft and/or its respective suppliers may make improvements and/or changes in the product(s) and/or the program(s) described herein at any time Partial screen shots may be viewed in full within the software version specified Microsoft® and Windows® are registered trademarks of the Microsoft Corporation in the U.S.A and other countries Screen shots and icons reprinted with permission from the Microsoft Corporation This book is not sponsored or endorsed by or affiliated with the Microsoft Corporation Pearson Education Limited Edinburgh Gate Harlow Essex CM20 2JE England and Associated Companies throughout the world Visit us on the World Wide Web at: www.pearsonglobaleditions.com © Pearson Education Limited 2016 The rights of Courtland L Bovée and John V Thill to be identified as the authors of this work have been asserted by them in accordance with the Copyright, Designs and Patents Act 1988 Authorized adaptation from the United States edition, entitled Business Communication Essentials, 8th edition, ISBN 978-0-13-389678-7, by Courtland L Bovée and John V Thill, published by Pearson Education © 2016 All rights reserved No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without either the prior written permission of the publisher or a license permitting restricted copying in the United Kingdom issued by the Copyright Licensing Agency Ltd, Saffron House, 6–10 Kirby Street, London EC1N 8TS All trademarks used herein are the property of their respective owners The use of any trademark in this text does not vest in the author or publisher any trademark ownership rights in such trademarks, nor does the use of such trademarks imply any affiliation with or endorsement of this book by such owners ISBN 10: 1-292-09326-9 ISBN 13: 978-1-292-09326-0 British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library 10 14 13 12 11 10 Typeset in 10.5/12 Minion by S4Carlisle Publishing Services Printed and bound by CTPS China # 153701 Cust: Pearson Au: BOVEE Pg No Communication Essentials, 7e Server: S4C A01_BOVE3260_07_GE_FM.indd Title: Business C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:34 am www.freebookslides.com Contents in Brief Preface 17 Prologue 37 PART Business Communication Foundations 45 Professional Communication in Today’s Digital, Social, Mobile World 47 Collaboration, Interpersonal Communication, and Business Etiquette 79 PART The Three-Step Writing Process 101 Planning Business Messages 103 Writing Business Messages 125 Completing Business Messages 151 PART Brief Business Messages 171 Crafting Messages for Digital Channels 173 Writing Routine and Positive Messages 205 Writing Negative Messages 227 Writing Persuasive Messages 255 PART Longer Business Messages 279 10 Understanding and Planning Reports and Proposals 281 11 Writing and Completing Reports and Proposals 307 12 Developing and Delivering Business Presentations 353 PART Employment Messages and Job Interviews 381 13 Building Careers and Writing Résumés 383 14 Applying and Interviewing for Employment 411 A Format and Layout of Business Documents 441 B Documentation of Report Sources 457 appendix C Correction Symbols 463 appendix appendix Handbook of Grammar, Mechanics, and Usage 467 Answer Keys 499 Index 503 # 153701 Cust: Pearson Au: BOVEE Pg No Business Communication Essentials, 7e Server: S4C A01_BOVE3260_07_GE_FM.indd Title: C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:34 am www.freebookslides.com This page is intentionally left blank # 153701 Cust: Pearson Au: BOVEE Pg No Communication Essentials, 7e Server: S4C A01_BOVE3260_07_GE_FM.indd Title: Business C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:34 am www.freebookslides.com 508 Index of sources, 291, 457–462 of visuals, 323 documents distribution of, 343 formatting of, 441–455 multimedia, 310 production of, 158–162 security of, 164 see also reports double negatives, 477 drawings, 315, 321 drug testing, 420 Duarte, Nancy, 354, 355 due diligence reports, 294 E e-portfolio, 42–43, 402 economy, job search and, 37, 38 editing, of others’ work, 152, 154 see also revising education section, on résumés, 394–395 either/or, 475 electronic databases, 289 electronic media See digital media electronic presentations, 363–372 ellipses, 488 em dash, 487 email advantages of, 184 as business communication medium, 184–189 company policy for, 184 for job interviews, 419 mobile access to, 55 unsolicited, 270 uses of, 184 email address, personal, 394 email messages careless, 187 company monitoring of, 184 distributing, 186 etiquette of, 93 formality of, 185 legal aspects of, 185 length of, 187 for mobile devices, 57 planning of, 184 producing, 186 professional, 51 promotional, 257 proofreading of, 186 subject lines for, 185 three-step process for, 184–189 tips for, 187 typeface for, 186 “tweetify” opening lines for, 186 writing of, 185–186 email signature, 186, 188 emoticons, 186 emotional appeals, 260–261 emotions color and, 368 employee termination and, 242 listening for, 88 in negative messages, 238 online, 93 empathic listening, 88 emphasis as design principle, 314 in sentences, 138 type styles for, 162 employee recruiting, via social networks, 180 employees attitudes toward social media, 174 blogging by, 192 changing workplace for, 37 communication skills of, 48–49 email messages of, 184 ethics codes for, 60 feedback from, 190 involvement of, 80 mobile technology and, 58 performance reviews of, 241–242 podcasts for, 194 religious practices of, 64 stresses on, 67 termination of, 242 tracking careers of, 70 use of mobile devices by, 94 see also workforce employers attributes sought in job candidates, 419–420 background checks by, 391, 420 ethical policies of, 60 expectations of, 52 performance reviews by, 241–242 preemployment testing by, 420 refusal to provide recommendations, 213 refusing recommendation requests from, 238, 240 researching potential, 384–386 # 153701 Cust: Pearson Au: BOVEE Pg No 508 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 508 Title: Business use of applicant tracking systems by, 392 view of job market, 38 employment changing nature of, 49 negative messages about, 238, 240–242 employment discrimination, 240 employment gaps, 391 employment interviews See job interviews employment messages application letters, 412–416 follow-up, 416–417, 429–432 résumés, 388–404 employment portfolio, 41, 42–43, 390 en dash, 487 enclosure notation, 447 encoding, 53 endnotes, 457 endorsements, to establish credibility, 130 English, plain, 132 enterprise instant messaging (EIM), 69, 188 enterprise microblogging, 192 enterprise search engines, 291 enterprise systems, 82 entrepreneurs, specialized social networks for, 182 envelopes, 450–453 Equal Employment Opportunity Commission, 420, 427–428 errors, finding, 162–163 etc., 495 ethical aspects of blogging, 193 of conducting research, 286 of creating visuals, 323 of euphemisms, 128 of job interview questions, 427–428 of quoting from sources, 288 of sales messages, 269–270 of storytelling approach, 120 ethical dilemmas, 59–60 ethical lapses, 60, 323 ethics, 59–60, 108 codes of, 60 culture and, 63 professionalism and, 50 ethnic bias, 128, 129 ethnocentrism, 64 etiquette, 52 C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am www.freebookslides.com Index business, 91–94 in business messages, 126–127 in conducting research, 287 of follow-up messages, 416, 429 of instant messaging, 188 in meetings, 85 for negative messages, 230 of networking, 387 online, 93 of sales messages, 270 in social settings, 92–93 workplace, 91–92 euphemisms, 128 evidence, in outlining, 118 exclamation points, 484 executive dashboard, 283, 285 executive summary example of, 309 in proposals, 324 in reports, 324, 328 experimental research, 291 expertise, 130 experts, interviewing, 292 Express Mail International, 453 extranet, 82 eye contact, 90 in job interviews, 425, 426 in oral presentations, 373 F face-to-face communication, 67, 108, 114 Facebook, 79, 178 business use of, 178, 181 career networking on, 387 compositional modes on, 180 Coca-Cola on, 179 commenting and, 93 etiquette on, 79 for job networking, 387 legal aspects of, 177 messaging, 187 mobile advertising, 269 SmartPak on, 173 visual stories on, 119–120 facial expressions, 90 culture and, 63 facts, 50, 289 failure analysis reports, 294 faith, in workplace, 64 fallacies, logical, 262 favors, declining, 235 feasibility reports, 294 features, of products, 267 Federal Trade Commission (FTC), 59, 269 feedback from audience, 373, 374 in communication process, 53, 54 constructive, 83–84 from customers, 244–245 destructive, 83 in intercultural conversations, 65 media choice and, 114 in performance reviews, 241–242 on reports and proposals, 283 in social media, 175 files, sending, 164 First Class Mail International, 453 first draft, 152–154 first impressions of business documents, 441 in job interviews, 441 Fischer, Bill, 81 Fistful of Talent, 384 flaunt/flout, 495 Flickr, 181 flipcharts, 363 flowcharts, 315, 319, 320 on slides, 371 following up on job application letters, 416–417 after job interviews, 429–432 fonts, 161 for slides, 368 symbols in, 442 see also typefaces footers, 329 footnotes, 457 foreign words, 491 form letters, 109 formality of instant messages, 188 media and, 114 of oral presentations, 359–360 of reports and proposals, 308 of social media, 177 of tone, 131–132, 152 formatting of business documents, 441–455 for mobile messages, 162, 163 forms-based searches, 290 Foursquare, 199 fractions, 475, 487, 492 Fraley, Gregg, 130 # 153701 Cust: Pearson Au: BOVEE Pg No 509 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 509Business Title: 509 free-form slides, 363, 364, 365 freelancers, 41, 49 job boards for, 386 Friedman, Marc S., 353 FTC, 59, 269 functional animation, 368–369 functional résumés, 390 fundraising messages, 258 fused sentences, 481 G GAAP, 135 GamesRadar, 110 gamification, 178 gaming technologies, 71 Gantt charts, 316 Garage Technology Ventures, 281 gender bias, 63–64, 128, 129 gender differences in communication style, 64 culture and, 63–64 General Electric, 183 general purpose, 105, 191 generalizations, hasty, 262 Generation X, 63 Generation Y, 63 generational differences, 63 geofencing, 113 geographic information systems (GIS) maps, 321 geography, report organization based on, 293 Germany, correspondence to, 444, 445 gerunds, 476 gestures, 90 culture and, 63 in job interviews, 425 Get Satisfaction, 184 Gibaldi, Joseph, 457 Global Express Guaranteed, 453 Glover, Ron, 61 Gmail, 313 goals, career, 40 Goldstein, Kurt, 258 Gollin, George, 392 good news announcing, 213, 215–216 opening with, 210 good/well, 478 goodwill messages, 216–217 Google, 290 C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am www.freebookslides.com 510 Index hiring at, 411 Inside Search feature, 290 job interviews at, 427 Google+, 178, 181, 387 Google Documents, 363 Google Glass, 56 Google Help, 313 government publications, 289 government regulations, 269 government terminology, 490 government titles, 444 Gozaik, 402, 403 grade point average (GPA), on résumés, 395 grammar, 134, 467, 469–484 grant proposals, 296 graphics See visuals graphs See bar graphs; charts Great Lakes Group, 227 grooming, 90 for job interviews, 425 group interviews, 418 groups in social networks, 180–181 writing in, 81–83 see also teams groupthink, 80 groupware, 82 Guber, Peter, 360 guilt, admitting, 231 H handouts, 365, 370 handshake, 92 handwritten documents, 441 hard-sell approach, 259, 263 hashtags, 193 have/of, 479 headings, 156 in mobile messages, 142 in reports, 308, 332, 454 size of, 162 in table of contents, 327 typefaces for, 161 headlines in blogs, 193 for social media, 177 hearing impaired, oral presentations and, 372 Heath, Chip, 103 Heath, Dan, 103 hedging sentences, 156, 157 helping others, 258 Hewlett-Packard, 378 hidden agendas, 80 high-context cultures, 62, 258 hiring process, 384 preemployment testing and, 420 honesty, 130 in blogging, 193 on résumés, 392 in social media, 177 of sources, 287 testing for, 420 in visuals, 323 Horowitz, Ben, 94 Host Marriott, 265 Hot Stix Golf, 224 HP, 181 HR Capitalist, The, 384 hub, for social networking, 180, 190 humanities style, 457–458 humor during business meals, 93 in business messages, 132 in reports, 308 hyperbole, 130 hyperlinks, 267 in online reports, 312 in slide shows, 369 hyphenated adjectives, 477 hyphenated nouns, 470 hyphenation, justified type and, 161 hyphens, 487 capitalization and, 491 for word division, 492 I IBM, 61, 192 ideas, generating, 115 Ignite, 140 illustration, as way to develop paragraphs, 142 illustrations, list of, 327 IM See instant messaging IM chat, for meetings, 87 IMDiversity, 386 impact, 495 imperative mood, 475 imply/infer, 495 importance, report organization based on, 293 in/into, 479 # 153701 Cust: Pearson Au: BOVEE Pg No 510 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 510 Title: Business Indeed.com, 386 indefinite pronouns, 472 independent clauses, 137, 138, 481, 482, 484, 486, 498 independent contractors, 37 index, for report, 324 indicative mood, 475 indirect approach, 116, 117 for analytical reports, 295 for informational reports, 293 for negative messages, 228, 229, 231–234, 238 for oral presentations, 357 for persuasive messages, 257, 259 for refusing claims, 237 for refusing requests, 235 for report synopsis, 325 for reports, 284–285, 286, 311 for unsolicited proposals, 299 inductive reasoning, 262 industries, information about, 289 infinitive phrase, for statement of purpose, 283 infinitives, 159, 475–476 infographic résumés, 400, 401 infographics, 319, 321, 322 information accuracy of, 108 currency of, 287 ethical, 108 finding, 285–292 gathering, 106–108, 256 intentional omission of, 59 organization of, 114–120 pertinence of, 108 practical, 50 requesting, 207 security and privacy of, 59 transparency of, 59 verification of, 287 information architecture, 293–294 information overload, 67 information requests, replying to, 212 informational meetings, 84 informational reports, 282 direct approach for, 293 organizing, 293–295 planning, 292–294 statement of purpose for, 283 types of, 292–293 C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am www.freebookslides.com Index website content as, 293–294 informative headings, 156, 332 informative synopsis, 324 informative titles, for visuals, 323 informing, as purpose of message, 105 InfoTech, 236 initials, on memos, 453 inquiry messages, 429 inside address, 443–445 Instagram for Business blog, 321 instant messaging (IM), 69, 114, 175, 186–189 business benefits of, 187–188 casual tone of, 131 etiquette for, 93 for job interviews, 419 risks of, 188 security of, 188 three-step process for, 188 tips for using, 189 integrity tests, 420 intellectual property, 287 blogging and, 193 intelligence, practical, 63 interactive résumés, 402 interactivity, 69 social media and, 55 of mobile technology, 58–59 intercultural communication, 64–65, 66 formality of reports and, 308 see also cultural differences; culture interest phase, of AIDA model, 259, 260, 267, 415–416 interjections, 480 internal communication, social media and, 174 internal micromessaging, 192 International Academy of Digital Arts and Sciences, 224 international correspondence, 443–445 international mail, 451, 453 International Mail Manual, 453 International Trade Update, 345 Internet for collaborative writing, 82–83 for conducting surveys, 292 distribution of reports via, 343 finding information on, 290–291 hidden, 290 job boards on, 385, 386 for job networking, 387 meetings on, 87 mobile devices and, 55 posting résumés on, 402, 404 reference materials on, 175 see also websites interns, job boards for, 386 InternshipPrograms.com, 386 interoffice mail, 454 interpreter, for oral presentations, 372 interrogative adverbs, 477 interrogative pronouns, 472 interrupting, 89 interview simulators, 423, 424 interviews, research, 292 see also job interviews intimacy, in business messages, 132 intranet, 82 intransitive verbs, 474 introducing yourself, 92 introduction for oral presentations, 357, 360–361 for proposals, 311, 339 for reports, 308, 311, 329 inverted pyramid style, 142, 312 investment proposals, 296 iOS, 113 Iron to Iron, 160 irregular verbs, 474 It is, 158, 159 italic type, 161–162, 491 its, 472 its/their, 495 iTunes, 194 J Japan, 90 jargon, 65, 137 JetBlue, 250 job applicants interviewing of, 417–420 networking by, 387 personality of, 420 qualities employers seek in, 38–39, 419–420 recommendation requests from, 207, 209 refusing recommendation requests from, 238, 240 rejecting, 240–241 responding to requests for recommendations from, 213 testing of, 420 # 153701 Cust: Pearson Au: BOVEE Pg No 511 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 511Business Title: 511 job application letters, 412–416 AIDA plan for, 412–416 follow-ups to, 416–417 job boards, 385, 386 posting résumés on, 404 job candidates See job applicants job changes, frequent, 391 job descriptions, 242, 393 job designations, international differences in, 444 job interviews, 417–420 appearance in, 423, 425 arrival for, 426 bad signs in, 425 candidate’s questions in, 422, 424 close of, 428–429 confidence in, 423 discriminatory questions in, 427–428 following up after, 429–432 interviewer’s questions in, 422, 423 media for, 418–419 mock, 423, 425 note taking after, 429 practicing for, 423–425 preparing for, 420–426 question-and-answer stage of, 427–428 sequence of, 417 simulators for, 423, 424 stages of, 426–429 things to take to, 426 types of, 417–418 warm-up in, 426–427 job market, 384–386 job offer, 417, 428 accepting, 430–432 declining, 432 job openings applying for, 412 hidden, 387 job search, 384–388 blunders in, 388 interview process in, 417–420 see also job interviews; résumés job simulations, 419 Jobfox, 404 jobs skills tests, 420 Jobster, 386, 404, 585 journalistic approach, 115 in reports, 308 C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am www.freebookslides.com 512 Index justification, of type, 160–161, 441 justification reports, 294 K Kaixin001, 179 Kawasaki, Guy, 281 Kelly Financial Resources, 182 Kent, Muhtar, 179 Kerley, Christina, 47 keyword search, 290 keyword summary, on résumés, 393 keywords, 385 Kleen Care, 300–301 knowledge and understanding needs, 258 knowledge management systems, 107, 285 Kohut, Abby, 412 Kreative Toolz, 146 L labor force, 37–38 see also employees; workforce language abusive, 238 bias-free, 128–129 concise, 50 euphemistic, 128 obsolete, 131 plain, 132–133 pompous, 131 see also words Latin abbreviations, 491 lay/lie, 474, 495 layout, of slides, 367 leadership, in meetings, 84–85 leading questions, 292 Lee Valley Tools, 250 legal aspects of apologizing, 231 of defamation, 238 of hiring, 392 of job interviews, 427–428 of job offer acceptance, 432 of marketing messages, 59 of recommendation letters, 213 of rejection letters, 241 of sales messages, 269 of social media messages, 177 of termination letters, 242 legal systems, 63 legends, for visuals, 323 legibility, of type, 162 lend/loan, 495 less/fewer, 495 letterhead stationery, 441, 442 letters, 110 acceptance, 430–432 additional parts for, 446–448 advantages of, 175 application, 412–416 authorization, 324 declining job offer, 588 folding of, 451, 452 follow-up, 416–417 format for, 442–450 international, 443–445 recommendation, 213, 215 rejection, 240–241 requesting recommendation, 207, 209 resignation, 432 standard parts for, 442–446 termination, 242 transmittal, 324 Lewis Model of Culture, 65 liable/likely, 496 libel, 238 library, finding information at, 289 Lie-Nielsen Toolworks, 183 lifestream, 42 lifetime employment, 38 line charts, 315–316 line length, 441 line spacing, 441 linear organization, 141–142 LinkedIn, 79, 179 asking for recommendations on, 207 business use of, 180, 181, 182, 388 etiquette on, 79, 207 for finding business partners, 180 importance of in job search, 388 for job networking, 387 job recommendations on, 240 Kelly Services on, 182 researching prospective employers on, 421 refusing social networking requests on, 240 résumés builder on, 395 linking verbs, 472, 473, 478, 482, 487 links See hyperlinks list of illustrations, 327 listening barriers to, 89 # 153701 Cust: Pearson Au: BOVEE Pg No 512 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 512 Title: Business defensive, 89 effective, 89 in intercultural communication, 65 in job interviews, 427 in meetings, 85 nonverbal cues and, 90 in online conversations, 268 process of, 88 selective, 89 types of, 88 value of, 87–88 lists, 155–156, 490 in reports, 332, 334 literally, 496 LJT Workplace Solutions, 450 localizing, of web content, 312 location-aware content, 58 location-based networking, 177 Lockheed Martin, 179 logical appeals, 261–262 logical arguments, in reports, 295, 296–297 logical flaws, 262 long-term athletic development (LTAD), 302 Looney Launch, 251 Lopez, Maribel, 55 low-context cultures, 62, 258 -ly adverbs, 477 lying, on résumés, 392 M mailing abbreviations, 451, 452 mailing notation, 448 main idea, 115 in oral presentations, 357, 358 in outlining, 116–117 in positive messages, 210 major points number of, 116 in oral presentations, 358 in outlining, 117 many/much, 496 maps, 315, 319, 321 margins, 160–161 of documents, 441 for reports, 454 marital status, indicating, 129 market analysis reports, 294 market research, using blogs for, 190 marketing C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am www.freebookslides.com Index to children, 270 content, 180 specialized social networks for, 182 stealth, 59 text messaging for, 187 marketing intelligence, gathering, 179–180 marketing messages, 266–270 MarketWatch, 167 Maslow, Abraham, 258 McKibben, W T., 227 meals, business, 92–93 meaning, negotiated, 48 measurements, 492 mechanics, 467, 489–493 media/medium audience preferences for, 114 in communication process, 53 costs of, 114 digital, 109, 110, 111 factors in choosing, 114 formality and, 114 for negative messages, 228 oral, 108–109 for oral presentations, 356 for persuasive messages, 257 for reports, 283 for résumés, 390 selecting, 108–114 urgency and, 114 visual, 109 written, 109, 110 see also specific media media curation, 70, 192 media news coverage, bloggers as source for, 190 media relations, using blogs for, 190 media richness, 114, 194 media sharing sites, 181 media specialists, 257, 266 meeting people, 92 meetings, 84–87 conducting, 84–86 minutes of, 86 online, 84 phone etiquette in, 85 preparing for, 84 purpose of, 84 social networking and, 179 technology for, 86–87 types of, 84 virtual, 86–87 web-based, 68 Mele, Nicco, 57 memorization, of speeches, 370 memory, listening and, 88 memos, 110 distribution of, 453–454 format for, 453–454 paper for, 441 Menegatti, Tania, 307 mentoring, 64 Merck, 60, 61 messages of appreciation, 217 brief, 174–175 in communication process, 53 composing, 133–137 of condolence, 217–218 of congratulations, 216–217 decoding of, 53–54 delivery of, 53 distribution of, 163–164 encoding of, 53 ethical, 108 follow-up, 429–432 formality of, 114 goodwill, 216–217 of inquiry, 429 length of, 115 main idea of, 115 marketing, 266–270 for mobile devices, 141–143 negative, 228–245 organization of, 152 positive, 210, 212–218 printed, 175 producing, 158–162 proofreading of, 162–163 revising, 152–154 sales, 266–270 scope of, 115–116 tact in, 127 timing of, 105 topic of, 115 whether worth sending, 105 see also persuasive messages; routine messages; three-step writing process metaphors, 262 metasearch engines, 290 microblogging, 71, 176, 192–193 see also Twitter # 153701 Cust: Pearson Au: BOVEE Pg No 513 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 513Business Title: 513 micromessaging, internal, 192 Microsoft Notepad, 402 Microsoft PowerPoint See PowerPoint Microsoft Word, 153, 402 military terminology, 392 mind mapping, 115 minutes, of meetings, 86 misquoting, 59 mistakes, finding, 162–163 misunderstanding, listening and, 89 mixer, for podcasts, 194 MLA style, 460–462 MLA Style Manual and Guide to Scholarly Publishing, 338, 457, 460 mobile apps, 57, 58, 68, 112, 113 Advanced English Dictionary and Thesaurus, 137 authorSTREAM, 367 Career Builder, 420 City Sourced, 259 Dragon Dictation, 134 Dropbox, 343 Etiquette, 92 Evernote, 104 Genius Scan, 158 Graph, 323 Hightail, 210 Indeed.com, 386 Instagram, 314 for job search, 386 Lettr, 217 LinkedIn, 387 Locale, 94 Mindjet Maps, 115 Mobile Podcaster, 178 Monster, 427 Notebook, 104 NounPlus, 162 Numbers, 323 Pocket Letter Pro, 236 PRSA Ethics, 60 Skype, 417 SlideShark, 369 Talkwalker, 268 Twitter, 192 WebEx Mobile, 87 WhatsApp, 56, 113 Yelp, 245 mobile devices business etiquette of, 93–94 C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am www.freebookslides.com 514 Index business uses of, 112–113 challenges of, 111 connectivity issues with, 111 content via, 174 data consumption by, 111 decision making and, 113 designing for, 162, 163, 294 input technologies for, 111 integrating into presentations, 369 meetings and, 85 optimizing content on, 142, 143, 177–178 project management and, 113 promotional messages on, 269 training and, 112 video via, 111 writing messages for, 141–143 Mobile Marketing Association, 269 mobile media skills, 39 mobile phones, in workplace, 92 see also smartphones mobile revolution, 55–59 mobile technologies business use of, 56–59 impact of, 47 mobile-first approach, 57, 294 Modern Language Association of America, 457, 460 modifiers, 476–478 dangling, 156, 157 double, 159 misplaced, 482–483 placement of, 157, 478–479 monitor/control reports, 292–293 monotone, in interviews, 425 Monster, 386, 404, 427 MonsterCollege, 386 mood, of verbs, 475 motivation, of audience, 256, 258 Ms., 128, 129, 443, 444 multilingual audiences, 65, 66 multimedia, 310, 321 for e-portfolio, 42 for presentations, 369 for résumés, 401, 402 multitasking etiquette of, 93 mobile technology and, 57 N narratives, in digital media, 176 natural language searches, 290 navigation of online reports, 312 of websites, 293–294 navigational slides, 370, 371 near-field communication (NFC) 112, 303, 346 needs, of audience, 52, 256, 257, 266 negative adverbs, 477 negative information, in positive messages, 212 negative messages, 127 buffers in, 229, 232 completing, 230 declining job offer, 432 direct approach for, 228–229, 230–231 about employment, 238, 240–242 goals of, 228 indirect approach for, 228, 229, 231–234 about organizations, 242–244 organizing, 228–229 planning, 228–229 refusing requests, 235 of resignation, 432 three-step process for, 228–239 about transactions, 235, 237 types of, 234–245 writing, 229–230 negotiated meaning, 48 negotiation, cultural differences in, 62 neither/nor, 475 nervousness in job interviews, 423 overcoming, 372 Net-Temps, 386 netiquette, 187 networking business, 179–180 for job hunters, 387 location-based, 177 personal brand and, 43 news releases, 215–216 newsfeeds, 181, 186, 192, 290 newspapers, as resources, 289 Nielsen Norman Group, 142 Nitro, 178 Nixon, Gord, 61 nominative pronouns, 472 nonrestrictive clauses, 486 # 153701 Cust: Pearson Au: BOVEE Pg No 514 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 514 Title: Business nonverbal communication, 89–91 culture and, 62, 63, 90 in job interviews, 425 notes, speaking from, 370 noun sequences, long, 157 nouns, 469–470, 487, 490 modifiers of, 476 numbers in international communication, 65 misrepresenting, 59 spelled out, 487 style for, 491–492 O O’Donnell & Associates, 339 objections, anticipating, 262–263, 267 objective pronouns, 472 objectivity, 130 obsolete language, 131 office technology, 68 online interviews, 419 online workspaces, 68 Open Directory Project, 290 open-ended interviews, 418 open-ended questions, 292 open punctuation, 449 opening importance of, 152 of job application letters, 412–413 of job interviews, 426–427 of messages, 116–117 for negative messages, 230, 232 for oral presentations, 360–361 of persuasive messages, 259, 260 of positive messages, 210 for proposals, 311 for reports, 308, 311 for routine requests, 206 of sales messages, 267 in storytelling, 118 operating reports, 293 operators, in web searches, 290 opinion polls, 292 opinions, 50 in online communications, 93 oral media, 108–109 see also specific media oral messages, etiquette for, 137 oral presentations, 354–375 audience analysis for, 355 being introduced for, 361 choosing method for, 370 C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am www.freebookslides.com Index completing, 369–372 delivery of, 372–389 direct vs indirect approach for, 357 editing, 369–370 enhancing with mobile devices, 369 estimating time for, 357 formality of, 359–360 length of, 354 linear vs nonlinear, 356–357, 363 organizing, 356–359 outlines for, 358, 359–360 planning of, 354–359 practicing, 357, 370, 372 preparing for, 370, 372 purpose of, 355 question period in, 373 slides for, 363–372 software for, 356–357 style for, 359–360 three-step process for, 354 title for, 358 writing, 358–363 Orbitz, 223 ordinal numbers, 492 Ordman, Verne, 125 organization good, 114–115 of messages, 114–120, 152 of negative messages, 228–229 of persuasive messages, 257 of reports, 284–285 organization charts, 319, 320 organizational culture, 91, 258 organizational hierarchy, social media and, 174 organizations, networked, 180 orientations, 174, 175 outlines, 116–118 for analytical reports, 295 for oral presentations, 358, 359–360 over-the-top (OTT) application, 112 overhead transparencies, 363 oversimplification, 262 P page numbers, in reports, 328, 329, 454–455 panel interviews, 418 paper for business documents, 441 for résumés, 401 paragraphs, 139–141 developing, 141, 142 length of, 155 for mobile messages, 142 parallelism, 156, 157, 483 with conjunctions, 479 in headings, 156 in lists, 156 visual, 314 paraphrasing, 288 parentheses, 484, 485, 488 parliamentary procedure, 84 participative management, 80 participles, 476 passive voice, 133, 134, 475 past participle, 474, 476 Patagonia, 71 payoff, for teasers, 176 PDF files, 110, 164 for collaborative writing, 82 for reports, 343 for résumés, 402 pecha kucha, 377 PepsiCo, 122 percentages, 491 perception, selective, 89 perfect participle, 476 perfect tenses, 473–474 performance, in teams, 80 performance reviews, 241–242 periodicals, as resources, 289 periods, 484 with abbreviations, 491 personal activity reports, 293 personal appearance as nonverbal communication, 90 in workplace, 91–92 personal attacks, online, 93 personal brand, 43, 97, 194 personal data, on résumés, 396 personal pronouns, 471 in reports, 308 on résumés, 392 tone and, 133 personal space, 90 personal webpage, 405 personality tests, 420 persuasion, 256 negative connotations of, 269 as purpose of message, 105 persuasive arguments, 50 persuasive messages, 122, 256–270 # 153701 Cust: Pearson Au: BOVEE Pg No 515 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 515Business Title: 515 AIDA model for, 259–260 developing, 259–263 direct approach for, 257, 260 ethics of, 269–270 examples of, 263–266 indirect approach for, 257, 259 organization of, 257 proposals as, 311 for social media, 181, 268–269 three-step process for, 256–259 phablet, 113 phone skills, 92 see also smartphones, telephone photographs, 110, 315, 321 permission to use, 270 phrases, 481 transitional, 141, 497 wordy, 158, 159 pie charts, 315, 316, 319 Pinterest, 49, 70, 181, 291, 426 plagiarism, 59, 288 Plain English Handbook, 146 plain language, 132–133 plain text, for résumés, 401–402 planning outline, 358 planning stage, 104, 105–120 for analytical reports, 294–296 for business blogs, 191–192 for email messages, 184 for informational reports, 292–294 for instant messages, 188 for interviews, 292 for meetings, 84 for negative messages, 228–229 for oral presentations, 354–359 for persuasive messages, 256–257 for podcasts, 194 for proposals, 296, 298–299 for reports and proposals, 283–285 for research, 285, 286–287 for résumés, 388–391 for routine and positive messages, 208 plans, business, 292–293 plural nouns, 470 plurals, agreement with, 474–475 podcasting/podcasts, 70, 194 business uses of, 194 combining with blogs, 194 creating, 194 podcasting/podcasts (Continued) C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am www.freebookslides.com 516 Index distributing, 194 equipment needed for, 194 mobile, 178 podcasting channels, 194 Pokaski, Joanne, 383 policy discussions, on executive blogs, 190 policy reports, 293 policy statements, 213 pompous language, 131 portfolio See e-portfolio; employment portfolio position papers, 293 positive approach, 50, 127–128 in negative messages, 230 in persuasive messages, 258 positive messages granting claims, 212–213 providing recommendations, 213 possessive nouns, 470, 472, 487 possessive pronouns, 472 possessives, 487 postal codes, 451 postscript, in letters, 448 posture, 90 power and control needs, 258 PowerPoint, 363, 365–370 “death by,” 363, 365 for résumés, 401 preaching, 132 predicate, 137, 157, 481 predicate adjectives, 476, 482 predicate nominative, 482 preemployment testing, 420 prefatory parts numbering of, 454–455 for proposals, 324 for reports, 324, 325–328 prefixes, hyphenation of, 487 prejudice, 128 preparing, for job interviews, 420–426 prepositional phrases, 157, 478, 486 prepositions, 478–479 presence awareness, 186 presentation software, 363 presentation visuals, 363–372 see also slides presentations See oral presentations press releases, 215–216 preview sections, in reports, 309 previewing, in oral presentations, 361 Prezi, 356–357, 363, 365 for résumés, 401 price, in sales messages, 267 Price, Mark, 244 primary research, 287, 291–292 print media, 109, 110 Priority Mail International, 453 privacy of information, 59 invasion of, 270 media choice and, 114 of messages, 164 of online messages, 93 of research participants, 286 social media and, 177 problem solving cultural differences in, 62 mobile technology and, 58 problem-solving reports, 294 problem/solution, as way to develop paragraphs, 142 problem statement, 311 for reports and proposals, 283, 284 for research, 286 process monitoring, text messaging for, 187 product champions, 71 product information, brand communities for, 179 production, of messages, 158–162 productivity mobile technology and, 58 in teams, 80 products benefits of, 267 capitalization of, 490 features of, 267 reviewing, 175, 193 professional titles, 490 professionalism, 39, 50–51 progress reports, 293 project management using blogs for, 190 using mobile devices for, 112 promotional communication, legal aspects of, 269 pronouns, 471–473 gender bias and, 128, 129 personal, 126 relative, 159 proofreading, 162–163 of email messages, 186 of persuasive messages, 259 proofreading symbols, 153, 465 # 153701 Cust: Pearson Au: BOVEE Pg No 516 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 516 Title: Business proper adjectives, 490 proper nouns, 470, 490 property, intellectual, 287 proposal-writing software, 312 proposals, 110, 282 AIDA plan for, 311 components of, 324, 339–342 drafting content for, 310–312 examples of, 298–299, 339–342 internal vs external, 296 planning of, 296, 298–299 producing, 324 rejecting, 235 revision of, 323 solicited, 296 statement of purpose for, 283 three-step process for, 282–285 types of, 296, 298–299 work plan for, 283 prospecting, for jobs, 412 provinces, abbreviations for, 452 psychographics, 256 public opinion, tracking, 180 public relations using blogs for, 190 rumors and, 245 Public Relations Society of America, 60 public speaking See oral presentations Publication Manual of the American Psychological Association, 457 publishing mindset, 54 punctuation, 484–489 letter format and, 449–450 spacing and, 441 purpose of analytical reports, 294 of business blogs, 191–192 defining, 105 general, 105 of meetings, 84 of negative messages, 228 of oral presentations, 355, 358 for persuasive messages, 256 of proposals, 283, 310–311 of reports, 283, 311 of research, 286 of résumés, 388, 389 specific, 105 statement of, 283 C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am www.freebookslides.com Index Q qualifications, in proposals, 311 quality of hire, 384 question-and-answer chain, 115 question-and-answer period, 373 question marks, 484, 488 questionnaires, 292 questions anticipating audience’s, 362 discriminatory, 427–428 in job interviews, 422, 423, 424 in request letters, 206 for research interviews, 292 for surveys, 292 quick response (QR) codes, 113, 346 Quizzle, 183 Quora, 184 quotation marks, 487–488 quotations, 486 quoting, from sources, 288 R racial bias, 128, 129 radical connectivity, 57 raise/rise, 474 Ravenscraft, Cliff, 203 Razer, 222 readability designing for, 158–159 revising for, 155–156 of slides, 367, 368 reasoning in analytical reports, 295 circular, 262 in logical appeals, 261–262 receiver, of message, 48, 53–54, 88 see also audience recommendations focusing on, 294 providing, 213 refusing requests for, 238, 240 in reports, 311, 333, 337 requesting, 207, 209 from research, 289 recruiters, job, 70 recruiting using blogs for, 190 using mobile devices for, 112 using social media for, 183 Reddit, 291 redundancy, 158, 159 reference initials, 446–447 reference librarians, 289 Reference List, 338, 458, 459, 461 reference materials, via digital media, 175 references for résumés, 396 refusing requests for, 238, 240 requesting, 207 regardless, 496 registered mail, 448 rehearsal, of oral presentations, 370, 372 rejection letters, 240–241 relative pronouns, 158, 159, 471 reliability of sources, 287 of surveys, 292 religion, cultural differences in, 64 Renren, 179 Reply All function, 93, 186 reports, 109 completing stage for, 323–339 components of, 324 composing, 308–310 cover for, 324, 325 direct approach for, 311 distribution of, 343 documentation of, 457–462 drafting content for, 308–310 formal, 308, 324–338 format for, 454–455 indirect approach for, 311 integrating visuals into, 323 online, 312, 323 organizing, 284–285 prefatory parts for, 324, 325–328 producing, 309, 324–338 revising, 323 statement of purpose for, 283 supplementary parts of, 324, 344 three-step process for, 282–285 title for, 324 types of, 282, 292–293 see also analytical reports; informational reports reputation, attacks on, 244 request for proposals (RFP), 298, 324 requests making, 206–210 persuasive, 263, 265 refusing, 235, 236 see also routine requests # 153701 Cust: Pearson Au: BOVEE Pg No 517 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 517Business Title: 517 research conducting, 285–292 drawing conclusions from, 288–289 ethical aspects of, 286 innovative technologies for, 291 planning of, 285 of potential employers, 384–386 primary, 287, 291–292 purpose of, 286 secondary, 287, 289–291 summarizing results of, 288, 289 using results of, 288–289 research managers, 291 resignation, letters of, 432 resistance, overcoming, 262–263 resources, business, 289 respect, 50, 230 restrictive clauses, 486 résumés, 70, 388–404 activities/achievements section on, 395–396 adapting to audience, 392 as attachments, 404 career objective on, 394 chronological, 390, 395 combination, 391, 397, 398 contact information on, 394 content of, 394–396 cover letters for, 412–416 customizing, 392 design of, 400 distributing, 404 education section on, 394–395 emailing, 402 formats for, 401–404 functional, 390 including photo with, 400 infographic, 400, 401 introductory statement on, 394 length of, 400 mailing, 404 media for, 390 misconceptions about, 389 mistakes on, 404 multimedia, 402 online, 42, 402, 403 organization of, 390–391 paper for, 401 personal data on, 396 plain text file for, 401–402 C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am www.freebookslides.com 518 Index résumés (Continued) planning, 388–391 PowerPoint, 401 producing, 400–402 proofreading, 402, 404 purpose of, 388, 389 red flags in, 391 revising, 396 sample, 397–399 scannable, 401 social media, 402, 403 style for, 392–393 three-step process for, 388, 389 video, 401 work experience on, 395 writing, 391–396 retweeting, 193 review sections, in reports, 309 revision, 152–154 of email messages, 186 of others’ work, 152, 154 Reynolds, Garr, 363, 365, 370 RFP, 298, 324 Riley Guide, 385, 386 Roberts Rules of Order, 84 routine messages, 206–218 announcing good news, 213, 215–216 asking for information or action, 207, 208 of congratulations, 216–217 direct approach for, 206 of goodwill, 216–217 making claims, 207, 210, 211 making requests, 206–210 requesting adjustments, 207, 210, 212 requesting recommendation, 207, 209 three-step process for, 208, 209 routine requests, 206–210 replying to, 212 strategy for, 206 Royal Bank of Canada, 61 RSS feeds, 181 Rubel, Steve, 186 rudeness, 91 rumors, online, 244–245 S safety and security needs, 258 salary requirements in application letters, 416 in job interviews, 428 sales messages, 266–270 AIDA model for, 267 legal aspects of, 269 in social media, 181 sales proposals, 296 sales prospects, using social networks for, 180 salutations, 445, 449, 490 salutopening, 445 samples, representative, 292 sampling bias, 292 sandbox, in wikis, 313 sans serif typefaces, 161, 368 scannable résumés, 401 Schawbel, Dan, 97 Schoendorf, Joe, 55 Scoop.it, 70, 181, 223, 291 scope of business blogs, 192 of messages, 115–116 for oral presentations, 357 of proposals, 311 of reports, 311 screen size, of mobile devices, 111 screencasts, 310, 356 screening interviews, 417 search engine optimization, 290 search engines, 290 tips for use of, 290–291 SeaWorld, 244 second-page heading, in letters, 446 secondary research, 287, 289–291 Securities and Exchange Commission, 283 security of information, 59 of instant messages, 188 media choice and, 114 of messages, 164 text messaging for, 187 Segway, 71 Segway social network, 182 selection interviews, 417 selective listening, 89 selective perception, 89 self-actualization, 258 self-confidence, in public speaking, 372 self-consciousness, 423 selling points, 267 in job application letters, 415 semicolons, 137, 482, 488, 497, 498 sender, of message, 48, 53, 54 # 153701 Cust: Pearson Au: BOVEE Pg No 518 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 518 Title: Business seniority, culture and, 63 Senning, Cindy Post, 91 sentence fragments, 481 sentences, 137–139 grammar of, 480–483 length of, 155 overly long, 156, 157 parallelism in, 157 parenthetical words or phrases in, 486 preposition at end of, 479 spacing after, 441 structure of, 157 topic, 139 types of, 137–138, 481 sentiment analysis, 180 sequence, report organization based on, 293 series comma, 485 serif typefaces, 161, 368 Shaker Consulting Group, 419 shared workspaces, 68, 82–83 Shovel, Martin, 151 signature block, 445, 446 signature file, 187 Simone, Sonia, 255 simple sentences, 137, 481 simplicity as design principle, 158, 314 in presentation design, 363 SimplyHired.com, 386 simulators, for job interviews, 419 sincerity, 130 in condolence messages, 217 in negative messages, 232, 234 Siri, 94 sit/set, 474 situation, analyzing, 105–106 situational interviews, 418 skills, assessing one’s, 40–41 skills résumé, 390 skimming aiding readers in, 155 of websites, 312 Skype, 418 slander, 238 slang, 65 slide builds, 369 slide deck, 356 slide master, 368 slide shows, 363–372 slide sorter view, 369 C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am www.freebookslides.com Index slide transitions, 369 slides artwork for, 368 creating, 363–372 design elements for, 368 free-form, 363, 364, 365 key visuals for, 366 navigational, 370, 371 readability of, 368 structured, 363, 364, 365 templates for, 368 text, 367 SlideShare, 365, 374, 378 slideuments, 365–366 Small Business Administration, 293 SmartArt, 366 SmartPak, 173 smartphones, 55–59 3G, 4G, 5G, 113 advertising on, 269 business apps for, 68 designing websites for, 294 message composition for, 141–143 for mobile blogging, 178 screen size of, 111 shopping via, 269 using in oral presentations, 369 voice recognition on, 111 see also mobile apps; mobile devices Smith, Michael, 59 social behavior, cultural differences in, 63 social bookmarking sites, 291 social communication model, 54 social customer service, 180 social media, 54, 174 business uses of, 70 creating content for, 177 handling rumors in, 244–245 headlines in, 177 informality of, 177 lack of control over, 174 mobile communication and, 56 for news releases, 216 persuasive messages for, 268–269 for presentations, 373 social media release, 216 social media résumés, 402, 403 social networks/networking, 178–181 business communication uses of, 71, 179–180 compositional modes for, 180 general-purpose, 182 job search and, 387 private, 179 refusing recommendations requests from, 240 specialized, 182 via Twitter, 193 social tagging, 291 socialization, brand, 179 SolarCity, 223 solicited proposals, 296, 339–342 Solis, Brian, 190 Sony Playstation, 313 source notes, 457 sources documenting, 291, 457–462 evaluating, 287 spam, 270 speaking in intercultural communication, 65 rate of, 497 speaking notes, 370 speaking outline, 358 special effects, in slide shows, 369 Specialized Riders Club, 182 specific purpose, 105, 192 speech analytics software, 68 speech anxiety, 372 speech recognition, 68 speech synthesis, 68 speeches See oral presentations spelling, 496–497 spim, 188 St Edwards University, 426 stage fright, 372 stakeholders, 49–50 connecting with, 70 social media and, 174 states, abbreviations for, 451, 452 stationery, letterhead, 441, 442 Statistical Abstract of the United States, 289 statistics, misleading, 59 status updates, 176 stealth marketing, 59 Steele, Donnie, 173 stereotypes, 128, 129 “story of you,” 43, 384, 385 storyteller’s tour, 115 # 153701 Cust: Pearson Au: BOVEE Pg No 519 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 519Business Title: 519 storytelling approach, 118–120 in digital media, 176 in oral presentations, 357 stress interviews, 418 structured interviews, 417 structured slides, 363, 364–365 style, 131 for business blogs, 189, 192 controlling, 131–133 evaluating, 152 for executive summary, 328 for instant messages, 188 mechanics of, 489 for reports and proposals, 308 for résumés, 392–393 sentence, 138–139 for social media, 268 style manuals, 457 style sheets, 158, 309 stylus, for mobile devices, 111 subheadings, 156 in reports, 308 typefaces for, 161 subject, of sentence, 137, 157, 480 subject line attention-getting, 260 for emails, 51, 185–186 in letters, 446 for memos, 453 for mobile messages, 142 subject-verb agreement, 474–475, 481 subjunctive mood, 475 subordinate clause, 138 subordinate conjunctions, 479, 482 substance abuse testing, 420 success, visualizing, 372 summaries, in digital media, 175 summarizing, from sources, 288, 289 summary of qualifications, on résumés, 394 superlative degree, 477 superscripts for footnotes, 457 for ordinal numbers, 492 supplementary parts, of reports, 324, 344 surface charts, 316, 317 surveys, 292 symbols, in word processors, 442 sympathy, in making apologies, 231 sympathy messages, 217–218 synopsis, in reports and proposals, 324 C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am www.freebookslides.com 520 Index T table of contents, 324, 327 tables, 314–315 for slides, 367 in reports, 336 standard parts of, 316 tablets, 57 for mobile blogging, 178 screen size/resolution of, 111 see also mobile devices Taco Bell, 183 tact in business messages, 127 in condolence messages, 217 in negative messages, 232, 238 in responding to claims, 212 tag cloud, 192, 319 tagging, 192 tagging sites, 291 talent management systems, 70 Target, 231, 244 team player, being, 50 teams, 80 advantages and disadvantages of, 80 blogging for, 190 collaborating in, 69 collaborative writing by, 81–83 communication in, 80–81 conflict in, 81 effective, 80–81 project management for, 113 social networking and, 179 types of, 80 virtual, 80, 86–87 teasers, 110, 174, 176 technology for business communication, 67–71 for collaborative writing, 82–83 keeping in perspective, 67 for presentations, 373 tools for business communication, 68–71 TED, 377 telecommuting, mobile technology and, 57 teleconferences, 87, 194 telephone etiquette for, 92 for job interviews, 417, 418–419 telepresence, 68, 87 templates, 309 for slides, 364, 366, 368 for visuals, 323 for wikis, 313 tense, of verbs, 473–474 termination, for cause, 391 termination letters, 242 testing, preemployment, 420 text messaging, 57, 111, 114, 187 casual tone of, 131 etiquette of, 94 thank-you messages, 117, 429 There are, 158, 159 three-step writing process, 104–105 allotting time for, 104–105 for business blogs, 191–192 for email messages, 184–189 for instant messaging, 188 for negative messages, 228–230 for oral presentations, 354 for persuasive messages, 256–259 for podcasts, 194 for proposals, 282–285 for recommendation requests, 209 for refusing requests, 236 for reports, 282–285 for résumés, 388, 389 for routine and positive messages, 208, 209 see also planning stage; writing stage; completing stage time allotment, for writing, 104–105 time and space, as nonverbal communication, 90 time extension, request for, 430, 431 time limits, for oral presentations, 357 time line charts, 316 time management, 39 Times New Roman, 161 title(s) capitalization of, 490–491 for oral presentations, 358 professional, 443, 444 for reports, 324, 325 for visuals, 323 title fly, 324 title page, 324 title slides, 369 Tobak, Steve, 118 # 153701 Cust: Pearson Au: BOVEE Pg No 520 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 520 Title: Business tone, 131 for blogs, 189 for claims messages, 207, 266 of condolences, 217 controlling, 131–133 conversational, 131–132 evaluating, 152 of goodwill messages, 216 for negative messages, 230, 238 for reports and proposals, 308 formality of, 131–132 objective, 133 of positive messages, 210 of routine requests, 206 topic, of message, 115 topic sentence, 139, 140, 329 topical organization, 293 touch, as nonverbal communication, 90 trade journals, as resources, 289 trade shows, 387 training using mobile devices for, 113, 178 using podcasts for, 194 transactions, bad news about, 235, 237 transitions, 140–141, 497–498 list of, 141 in oral presentations, 361–362 in reports, 309, 329, 335 in slide shows, 369 transitive verbs, 474 translation of international messages, 65–66 of web content, 312 transmittal, letter/memo of, 324, 326 transparency, 59 in social media, 174, 177 trends, visuals showing, 315 troubleshooting reports, 294, 296–297 trust, in teams, 80–81 trustworthiness, 130 truth, in sales messages, 269 try and/try to, 496 Tumblr, 200 tutorials, in social media, 177 twebinars, 355 Tweetables, 176, 216 TweetBeep, 290 TweetDeck, 290, 374 TweetMyJobs.com, 386 Tweetups, 387 C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am www.freebookslides.com Index Twitter, 71 for backchannel, 373, 374 business uses of, 192–193 for customer service, 192–193 Deloitte on, 176, 268 for employee recruiting, 183 GamesRadar on, 110 General Electric on, 183 JetBlue use of, 245 job boards on, 386 for job networking, 387 legal aspects of, 177 as microblogging platform, 192–193 Patagonia on, 71 for promotional messages, 268 teasers in, 110, 176 “tweetables” on, 216 Tweetups, 387 Twittersphere, 190 Twitterstream, 374 + approach, 295, 296–297 type justified, 160–161 size of, 162, 368 type styles, 161–162 for slides, 368 typefaces, 161 typographical errors, 162 typography, 161–162 U underlining, 161–162, 491 unemployment, 37, 38 United Way, 223 Unity network, 179 unsolicited proposals, 298–299 uppercase letters, 162 urgency, of email messages, 186 URLs, 492 US Airways, 244 U.S Air Force, 245 U.S Army, 258 U.S Department of Agriculture, 309 U.S Postal Service, 451, 452 USA Hockey, 302 USA Water Polo, 275 usage, 134, 467, 493–496 USAJOBS, 386 USDA Center for Nutrition Policy and Promotion, 378 user authentication, with IM, 188 user-generated content, 71, 181, 182 V validity, of surveys, 292 values, cultural, 61 venue, for oral presentations, 370 verb phrases, 473 verb-preposition idioms, 479 verbal, 496 verbals, 475–476 verbs, 473–476 action, 333, 392–393, 473, 478 camouflaged, 157 linking, 472, 473, 478, 482, 487 voice of, 133, 134 Veritas tools, 250 video, 315, 321 business uses of, 181, 183 digital, 321 for online presentations, 374 via mobile devices, 111 video clips on media sharing sites, 181, 183 online, 70 in slide shows, 369 video interviews, 419 video résumés, 401 video sharing websites, 321 videoconferences, 68 viral marketing, using blogs for, 190 virtual assistants, 94 virtual meetings, 86–87 virtual office, 82–83 virtual organizations, 37, 180 virtual teams, 80 virus protection, 93 visual literacy, 314 visual media, 109, 110, 111 see also specific media VisualCV, 42, 402 visualization, 372 visuals benefits of, 363 for concepts and ideas, 315, 319, 321 design of, 321, 323 distortion of, 59 effective, 313–323 integrating into text, 323 numbering of, 331 placement of, 323, 330 # 153701 Cust: Pearson Au: BOVEE Pg No 521 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 521Business Title: 521 power of, 313 for presenting data, 314–319, 320 proofing of, 323 referring to, 323, 331 titles for, 330 types of, 314–321 when to use, 314 see also presentation visuals Vital Speeches of the Day, 377 vocal characteristics as nonverbal communication, 90 in job interviews, 425 voice, of verbs, 133, 475 voice recognition, for mobile devices, 111 voicemail, 92 Volt, 404 volunteering, as means of networking, 387 W Waitrose, 244 “walk-arounds,” by managers, 108 want ads, responding to, 412 warm-up, in job interviews, 426–427 wearable technologies, 56, 178 Web 2.44, 54, 174 Web Accessibility Initiative, 265 web-based meetings, 68, 87 web browsing, mobile, 55 web directories, 290 Webby Award, 224 webcasts, 360, 374 webinars, 363 weblogs See blogs webpages compositional modes for, 175 search engines and, 290 websites accessibility to disabled, 265 collaborative writing for, 82 content for, 293–294 design of, 313 designing for mobile devices, 294 for employment portfolios, 42 for global audience, 312 interactive, 69 job, 385, 386 mobile friendly, 56–57 posting résumés to, 404 writing for, 312 C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am www.freebookslides.com 522 Index Webster’s Style Manual, 489 Weinberg, Tamar, 190 well/good, 477 white papers, 293 white space, 160 for mobile messages, 162 in reports, 332 whiteboards, 363 virtual, 87 who/whom, 472 Whole Foods Market, 274 Wikipedia, 82 wikis, 69, 82 benefits of, 82 collaborating on, 312–313 creating new, 313 revising, 313 Winnebago Industries, 222 Wize Hive, 82 Woertz, Patricia, 128 women referring to, 128, 129 in workforce, 63–64 Word, Microsoft, 153 for résumés, 402 word choice, 134–137, 262 word division, 487, 492 word of mouth, 177 Word of Mouth Marketing Association, 60 word-of-mouth marketing, 190 WordPress, 313 WordPress blogs, 178 words abstract vs concrete, 134–135, 469 correct use of, 134 effective, 135–137 emotions and, 260–261 familiar, 136 filler, 425 frequently confused, 493–494 frequently misspelled, 496–497 frequently misused, 495–496 long, 158, 159 positive, 230 powerful, 262 strong vs weak, 135–136 transitional, 140, 497–498 unnecessary, 158, 159 work experience, on résumés, 390, 395 work plan, 283, 284, 311 work products, 43 workers See employees workflow features, in content management systems, 82 workforce diversity in, 60–65 using social networks for, 179 women in, 63–64 see also employees Workforce Management, 384 workforce management, using mobile devices for, 112 working interviews, 418 workplace changing, 37–39 etiquette in, 91–92 religion in, 64 Works Cited, 338, 458, 462 Works Consulted, 458 workspaces, shared, 68, 82–83 WorldConnect Language Services, 275 Worldwide Web Consortium, 265 writer’s block, 115 writing, collaborative, 81–83 writing process See three-step writing process writing stage, 104, 126–143 for business blogs, 192 for email messages, 185–186 # 153701 Cust: Pearson Au: BOVEE Pg No 522 Communication Essentials, 7e Server: S4C Z06_BOVE3260_07_GE_IDX.indd 522 Title: Business for instant messages, 188 for negative messages, 229–230 for oral presentations, 358–363 for persuasive messages, 257–259 for podcasts, 194 for reports and proposals, 308–312 for résumés, 391–396 for routine and positive messages, 208 written media, 109, 110, 127 see also specific media X Xerox, 70, 128, 191 XtremityPlus, 251 Y Yahoo! Answers, 184 yardstick approach, 295 Yelp, 181, 245, 252 Yolink, 291 you, when not to use, 126 “you” attitude, 126 passive voice and, 133 plain language and, 132 in reports, 308 YouTube, 70, 181 branded channels on, 181, 183, 321 H&R Block on, 70 Lie-Nielsen Toolworks on, 183 as user-generated content site, 181 Z Zappos, 182, 242, 401, 419, 427 ZIP codes, 451 Zoho, 70, 95, 167, 303 Zotero, 291 C/M/Y/K Short / Normal DESIGN SERVICES OF CARLISLE Publishing Services 13/03/15 12:55 am ... Changing Business Communication Teaching Business Communication and Workplace Issues Teaching Business Communication and Interpersonal Communication Teaching Oral Communication in a Business Communication. .. Editor, Global Edition: Vrinda Malik Senior Project Editor, Global Edition: Daniel Luiz Media Producer, Global Edition: M Vikram Kumar Senior Manufacturing Controller, Production, Global Edition: ... 13/03/15 12:34 am www.freebookslides.com SEVENTH EDITION GLOBAL EDITION Business Communication Essentials Courtland L Bovée PROFESSOR OF BUSINESS COMMUNICATION C ALLEN PAUL DISTINGUISHED CHAIR