with MyLab BusinessCommunication đ ã Pearson eTextKeeps students engaged in learning on their own time, while helping them achieve greater conceptual understanding of course material The worked examples bring learning to life, and algorithmic practice allows students to apply the very concepts they are reading about Combining resources that illuminate content with accessible selfassessment, MyLab with eText provides students with a complete digital learning experience—all in one place • Reporting Dashboard—View, analyze, and report learning outcomes clearly and easily, and get the information you need to keep your students on track throughout the course with the new Reporting Dashboard Available via the MyLab Gradebook and fully mobileready, the Reporting Dashboard presents student performance data at the class, section, and program levels in an accessible, visual manner • Quizzes and Tests—Pre-built quizzes and tests allow you to quiz students without having to grade the assignments yourself • Video Exercises—These engaging videos explore a variety of business topics related to the theory students are learning in class Quizzes assess students' comprehension of the concepts covered in each video • Learning Catalytics™—Is an interactive, student response tool that uses students' smartphones, tablets, or laptops to engage them in more sophisticated tasks and thinking Now included with MyLab with eText, Learning Catalytics enables you to generate classroom discussion, guide your lecture, and promote peer-to-peer learning with real-time analytics Instructors, you can: ■■ ■ Pose a variety of open-ended questions that help your students develop critical thinking skills ■■ ■ Monitor responses to find out where students are struggling ■■ ■ Use real-time data to adjust your instructional strategy and try other ways of engaging your students during class ■■ ■ Manage student interactions by automatically grouping students for discussion, teamwork, and peer-to-peer learning ALWAYS LEARNING ●● ●● Giving Students the Skills and Insights They Need to Thrive in Today’s Digital Business Environment The essential skills of writing, listening, collaborating, and public speaking are as important as ever, but they’re not enough to succeed in today’s business world As business communication continues to get rocked by waves of innovation—first digital media, then social media, now mobile communication, and watch out for the upcoming invasion of chatbots—the nature of communication is changing And the changes go far deeper than the tools themselves ●● In this exciting but complex new world, no other textbook can match the depth and range of coverage offered by Business Communication Today ●● ●● ●● Conventional Promotion: “We Talk, You Listen” The Social Model: “Let’s Have a Conversation” Tendencies Publication, broadcast Lecture Intrusion Unidirectinal One to many; mass audience Control Low message frequency Few channels Information hoarding Static Hierarchical Structured Isolated Planned Resistive Tendencies Converstion Discussion Permission Bidirectional, multidirectional One to one; many to many Influence High message frequency Many channels Information sharing Dynamic Egalitarian Amorphous Collaborative Reactive Responsive Tools, Techniques, and Insights for Communicating Successfully in a Mobile, Digital, Social World COMPOSITIONAL MODES FOR DIGITAL AND SOCIAL MEDIA As you practice using various media and channels in this course, it’s best to focus on the fundamentals of planning, writing, and completing messages, rather than on the specific details of any one medium or system.2 Fortunately, the basic communication skills required usually transfer from one system to another You can succeed with written communication in virtually all digital media by using one of nine compositional modes: Conversations Messaging is a great example of a written medium that mimics spoken conversation And just as you wouldn’t read a report to someone sitting in your office, you wouldn’t use conversational modes to exchange large volumes of information or to communicate with more than a few people at once ●● Comments and critiques One of the most powerful aspects of social media is the opportunity for interested parties to express opinions and provide feedback, whether EMBRACING THE BACKCHANNEL by leaving comments on a blog post or reviewing products on an e-commerce site Many business presentations these days involve more than just the spoken conversation Business Videos between the speaker and his or her audience Using Twitter and other digital media,Producing audi- Figure 1.7 The Social Communication Model The social communication model differs from conventional communication strategies and practices in a number of significant ways You’re probably already an accomplished user of many new-media tools, and this experience will help you on the job ●● No via matter what career path you pursue, chances are you’ll have the need or opportunity ence members often carry on their own parallel communication during a presentation produce (or star in) a business video For videos that require the highest production the backchannel, which the presentation expert Cliff Atkinson defines as “a line oftocomquality, companies usually hire specialists with the necessary skills and equipment For munication created by people in an audience to connect with others inside or outside the most routine needs, however, any business communicator with modest equipment and a room, with or without the knowledge of the speaker.”29 Chances are you’ve participated few basic skills can create effective videos in an informal backchannel already, such as when texting with your classmates or liveThe three-step process adapts easily to video; professionals refer to the three steps as preproduction, production, and postproduction (see Figure 9.15) You can refer to one of Like many large corporations, Xerox has a variety the many of blogs This menu give quick access to all ofbooks available on basic video production techniques for more detail, but here are the key points to consider in all three steps (A note on terminology: digital videothem The search box lets visitors quickly find posts graphy hasoninherited a number of terms from film that don’t make strict technical sense topics of interest but are in common use anyway, including footage to indicate any amount of recorded A large photo helps draw readers in LEARNING OBJECTIVE Identify the most important considerations in the preproduction, production, and postproduction stages of producing basic business videos The process of creating videos is divided into preproduction, production, and postproduction video and filming to indicate video recording.) Readers can subscribe to future posts via email or RSS newsfeed The post title is brief and clear, and it incorporates key terms likely to trigger hits in search engines (Internet of Everything and energy) These links provide access to other posts by this author and other posts tagged with●● “innovation.” Social media share buttons make it easy for readers to share this post with their followers ●● The sidebar lists recent posts and recent comments left by readers 8GTKH[[QWTRWTRQUGCPF The post positions the company as an expert in UEQRG ●● Hero Images/Getty Images an important technology field, without overtly selling Xerox products and services ●● Figure 8.2 Business Applications of Blogging This Xerox blog illustrates the content, writing style, and features that make an effective, reader-friendly company blog Source: Courtesy of Xerox Corporation 2TGRTQFWEVKQP 6JKPMCDQWVVJGEQORQUKVKQP QHVJGUEGPGU[QWYCPVVQƂNO &GEKFGYJGTG[QWoNNRNCEG[QWT ECOGTCQTECOGTCU 2TQFWEVKQP (TCOGGCEJUJQVECTGHWNN[ -GGRVJGECOGTCUVKNNYJKNG HKNOKPIWPNGUUVJGUKVWCVKQP FGOCPFUVJCV[QWOQXGKV 6CMG$TQNNHQQVCIG 2QUVRTQFWEVKQP 6TCPUHGT[QWTXKFGQHQQVCIGVQ [QWTEQORWVGTCPFNQCFKVKPVQ VJGGFKVKPIUQHVYCTG Courtesy of Cafe Ria ●● 'XCNWCVG[QWTOCVGTKCNKFGPVK H[KPIVJGUJQVU[QWYCPVVQ MGGRCPFVJQUG[QWECPFGNGVG 4GOGODGTPQVVQWUGVJG /QXGUGEVKQPUQHXKFGQCTQWPF 2NCPNKIJVKPI URGEKCNGHHGEVUKP[QWT CUPGGFGFVQVGNNCEQJGTGPV Figure 2.3 Collaboration on Mobile Devices ECOGTCUQVJCV[QWECP CPFEQORGNNKPIUVQT[ Mobile connectivity is transforming collaboration activities, helping teams and work groups stay connected /CMGCTTCPIGOGPVUHQTUQWPF GZRQTVENGCP no matter where their work takes them For example, this team was able to discuss and edit a press release TGEQTFKPI HQQVCIG 9GCXGKP$TQNNKOCIGUCPF using their tablets in different locations ENKRU 9TKVKPICUJQTVNKUVQTHWNNUETKRV CUCRRTQRTKCVG ●● +FGPVKH[$TQNNOCVGTKCNVJCVYKNN GPJCPEGVJGƂPCNXKFGQ #FFVTCPUKVKQPUDGVYGGPXKFGQ UGIOGPVU 5[PEJTQPK\GVJGOCKPCWFKQ VTCEMYKVJVJGXKFGQCPFTGEQTF PCTTCVKQP #FFCPKPVTQCPFCPQWVTQ ●● #FFVGZVVKVNGUCPFQVJGT HGCVWTGUCUPGGFGF %TGCVGCFKUVTKDWVCDNGƂNG ●● The Mobile Revolution The Unique Demands of Mobile Business Communication As much of a game changer as social media have been, some experts predict that mobile communication will change the nature of business and business communication even THE RISE OF MOBILE AS A COMMUNICATION PLATFORM more The venture capitalist Joe Schoendorf says that “mobile is the most disruptive The researcher Maribel the Lopez technology thatit’s I have seen in 48 years in Silicon Valley.”21 Whether emailing, social networking, watching videos, or doing research, percent22 calls mobile “the biggestMOBILE technology shiftconsumption since the Internet.” age of communication and media performed mobile devicesBUSINESS continues HOW TECHNOLOGIES ARE on CHANGING Companies recognize value of integrating mobile technology, communicato grow For millions the of people around the world, a mobile devicefrom is their primary way, if COMMUNICATION not their only way, to access the Internet Globally, more than 80 percent of Internet users 24 mobiledevice communication hasofsome obvious implications, such as the need access the The web rise withof a mobile at least some the time forhas websites be mobile friendly If you’ve ever tried to a conventional website Mobile becometo the primary communication tool for many business professionals, Writing Messages forbrowse Mobile Devices on a tiny screen or fill in complicated online forms using the keypad on your phone, One obvious adaptation to make forUsers audiences using mobile you know how frustrating the experience can be increasingly expect devices websitesistoto modify the 30user interface design and they’re layout oflikely yourto messages to fitthat smaller sizes and be mobile friendly, avoidMESSAGES sites aren’tscreen optimized for different mobile DESIGNING FOR MOBILE DEVICES features(see Chapter 6) However, modifying your approach to writing is also an important ●● In addition toon making your content mobile-friendly using thetowriting tips in Chapter step Reading is more difficult small screens, and ●consequently users’ ability compre● 18 (see page 108), you can follow these in formatting that content for mobile devices: DIGITAL + SOCIAL + MOBILE: TODAY’S COMMUNICATION ENVIRONMENT In fact, research hend what they read on mobile devices is lower than it●●steps is on larger screens ●● Think in small chunks Remember that mobileYour users Mobile consume information one screen job-search strategies: Maximize ●message ● her career and theeasy-to-consume industry as a whole Many of the If tools you at aThe time, sobusiness try tocommunication divide your into independent, bites mobile revolution is changing can use to build your personal brand are available as mobile the way employers recruit new talent and●●the way job candireaders have to scroll through a dozen screens to piece together your message, they apps, including blogging platforms, Twitter, Facebook, and dates look for opportunities Many companies have optimized ●● Figure 5.6a might point or just up entirely LinkedIn their miss careersyour websites for mobile access,give and some have even ●● ●● Dozens of appshelpful, are availablebut to help with various aspects developed mobile apps thatof offer everything from background ●● Make generous use white space White space is always it’s critical ●● of your job search Résumé creation apps let you quickly information on what it’s like to work there to application Optimizing for mobile includes writing short headlines that get right to the point • • • • ●● • ●● ●● ●● ●● This introduction conveys only the information readers need in order to grasp the scope of the article ●● ●● ●● ●● All the key points of the documents appear here on the first screen ●● ●● mation on the five points ●● ●● ●● ●● ●● ●● ●● ●● ●● ●● ●● ●● ●● ●● THE FUTURE OF COMMUNICATION ●● ●● ●● ●● ●● ●● ●● Communication Bots ●● ●● The bots are back Automated bots (short for robots) made a ●● small wave a decade or so ago when “chatbots” began appear●● ●● OF COMMUNICATION ●● ing on websitesTHE to helpFUTURE companies handle online conversations with customers Ikea’s Anna, perhaps the first chatbot to●●get internet things widespreadthe attention, was built toof answer routine questions from customers looking of forThings advice (IoT) regarding fur- of devices The Internet refersthe to chain’s the billions niture products Other chatbots followed, gained potential now connected to the Internetsmartphones and the networking the future Of cOMMuNIcatION ●● bots continued virtual “voicebot” assistants, and non-chatty of having all these gadgets communicate with each other, feed data into vast information warehouses, and interact with peo●● ple and the physicalReal-Time environment TheseTranslation “things” range from If you’vetemperature, ever tried to location, converse and in a other language other than you simple sensors that measure native youother knowcomplex what a systems challenge this can be As a parameters all the way up totongue, robots and THE FUTURE OF COMMUNICATION you have to convert the incoming People and animalslistener, with Internet-capable sensors (such as sounds to discrete words and assemble these words into coherent phrases and Software sentences inEmotion order to extract Recognition the meaning And unlike reading Assessingyou an have audience’s emotional response is an important a written document, to all this processing almost step in judging the success many communication instantaneously, without the luxury of of going back over some- efforts If you’reget presenting a new you ideahave to upper management, thing you didn’t As a speaker, to find the right for example, you can try to read facial clues and other nonverbal signals to determine whether the executives seem excited, annoyed, bored, or anywhere in between But what if you’re not there in person and your message has to stand on its own? How can you judge the audience’s reaction? This challenge has been taken up by a range of artificial intelli- Intriguing Glimpses into the Future of Business Communication Software Garden ●● Figure 17.6 Using Mobile Devices in Presentations A variety of mobile apps and cloud-based systems can free presenters and audiences from the constraints of Readers who want more detail can a conventional conference room swipe down for background infor- MS Office 365, © Microsoft ●● ●● This page intentionally left blank Business Communication Today Fourteenth Edition Global Edition 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 Harlow, England • London • New York • Boston • San Francisco • Toronto • Sydney • Dubai • Singapore • Hong Kong Tokyo • Seoul • Taipei • New Delhi • Cape Town • São Paulo • Mexico City • Madrid • Amsterdam • Munich • Paris • Milan Vice President, Business Publishing: Donna Battista Director of Portfolio Management: Stephanie Wall Portfolio Manager: Dan Tylman Editorial Assistant: Linda Siebert Albelli Associate Acquisitions Editor, Global Edition: Ishita Sinha Associate Project Editor, Global Edition: Paromita Banerjee Vice President, Product Marketing: Roxanne McCarley Director of Strategic Marketing: Brad Parkins Strategic Marketing Manager: Deborah Strickland Product Marketer: Becky Brown Field Marketing Manager: Lenny Ann Kucenski Product Marketing Assistant: Jessica Quazza Vice President, Production and Digital Studio, Arts and Business: Etain O’Dea Director of Production, Business: Jeff Holcomb Managing Producer, Business: Ashley Santora Content Producer, Global Edition: Sudipto Roy Senior Manufacturing Controller, Global Edition: Trudy Kimber Operations Specialist: Carol Melville Creative Director: Blair Brown Manager, Learning Tools: Brian Surette Content Developer, Learning Tools: Lindsey Sloan Managing Producer, Digital Studio, Arts and Business: Diane Lombardo Digital Studio Producer: Monique Lawrence Digital Studio Producer: Darren Cormier Digital Studio Producer: Alana Coles Media Production Manager, Global Edition: Vikram Kumar Full-Service Project Management and Composition: SPi Global Interior Design: SPi Global Cover Art: lamica / 123RF 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 action, 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 This book is not sponsored or endorsed by or affiliated with the Microsoft Corporation Acknowledgments of third-party content appear on the appropriate page within the text PEARSON, ALWAYS LEARNING, MYLAB BUSINESSCOMMUNICATION® are exclusive trademarks owned by Pearson Education, Inc or its affiliates in the U.S and/or other countries 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 2018 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 Today, 14th Edition, ISBN 978-0-13-456218-6 by Courtland L Bovée and John V Thill, published by Pearson Education © 2018 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 For information regarding permissions, request forms, and the appropriate contacts within the Pearson Education Global Rights and Permissions department, please visit www.pearsoned.com/permissions/ 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: 1-292-21534-8 ISBN 13: 978-1-292-21534-1 British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library 10 Typeset in Sabon MT Pro by SPi Global Printed and bound by Vivar in Malaysia Dedication T his book is dedicated to the many thousands of instructors and students who use Bovée and Thill texts to develop career-enhancing skills in business communication We appreciate the opportunity to play a role in your education, and we wish you the very best with your careers Courtland L Bovée John V Thill This page intentionally left blank Brief Contents Preface 21 Prologue 41 PART understanding the foundations of Business Communication 49 Professional Communication in a Digital, Social, Mobile World 51 Collaboration, Interpersonal Communication, and Business Etiquette Communication Challenges in a Diverse, Global Marketplace 117 PART applying the Three-step Writing Process 85 143 Planning Business Messages 145 Writing Business Messages 173 Completing Business Messages 201 PART Digital, social, and visual media 227 Digital Media 229 Social Media 253 Visual Media 277 PART Brief messages 311 10 Writing Routine and Positive Messages 11 Writing Negative Messages 341 12 Writing Persuasive Messages 377 PART reports and Proposals 313 409 13 Finding, Evaluating, and Processing Information 411 14 Planning Reports and Proposals 435 15 Writing and Completing Reports and Proposals 463 PART Developing and Delivering Business Presentations 505 16 Developing Presentations in a Social Media Environment 507 17 Enhancing Presentations with Slides and Other Visuals 533 PART Writing employment messages and interviewing for Jobs 559 18 Building Careers and Writing Résumés 561 19 Applying and Interviewing for Employment 593 A Format and Layout of Business Documents B Documentation of Report Sources 640 APPENDIX C Correction Symbols 646 APPENDIX 626 APPENDIX handbook of grammar, mechanics, and usage 649 Brand, organization, name, and Website index 678 subject index 681 www.freebookslides.com 688 subject index Federal Trade Commission (FTC), 74, 77, 394, 395 feedback, 94 from audience, 176, 525, 526 in communication process, 59, 79 from employees, 352 giving, 94 in intercultural conversations, 134 media choice and, 157 in oral presentations, 519 in performance reviews, 362 in social media, 231–232 figures See visuals files, sending, 218 filler words, 524, 608 filters, communication, 60 financial reporting, 77 First Class Mail International, 636 first draft, 183, 202–205, 466–467 first impressions of business documents, 653 in job interviews, 611 flaunt/flout, 676 Flesch Reading Ease score, 205 Flesch-Kincaid Grade Level score, 205 flipcharts, 535 flogs, 77 flowcharts, 285, 292, 293, 304, 549 focus groups, 423, 429 following up on job application letters, 600 after job interviews, 614–617 fonts, 201, 214–215 for slides, 542 symbols in, 627 see also typefaces food preferences, cultural differences in, 130 footage, video, 299 footers, in reports, 484 footnotes, 420, 641 forecasting tools, 287 foreground, in slides, 541 foreign terms, 672 formal communication network, 56–57, 80 formality cultural differences in, 124 of international business messages, 131 medium and, 160 of oral presentations, 516 of printed documents, 231 of reports and proposals, 466, 467 of social media, 254 of tone, 180–181, 197 formatting, of business documents, 626–639 fractions, 658, 673 framing, in videos, 301–302 franchising, 502 free writing, 151, 169 free-form slides, 537, 538, 552 freelance work, 41, 52 French, 131 FTC See Federal Trade Commission FUD, 373–374 functional résumés, 571, 586 fused sentences, 664 future orientation, 123 future tense, 656 g games, use of telepathy in, 241 gamification, 69, 233 gaming technologies, 73 Gantt charts, 290, 304 gender bias, 177–178 gender differences, culture and, 125–126 gender identity, workplace and, 126 general purpose, 148, 169, 161, 266 generalizations, hasty, 385 Generation X, 125 Generation Y, 125 Generation Z, 125 generational differences, in workforce, 124–125 geofencing, 158 geographic information systems, 293 geography, report organization based on, 444 German/Germany, 131, 628 gerunds, 659 gestural computing, 280 gestures, 102 culture and, 124 in oral presentations, 511, 523 Global Express Guaranteed, 636 globalization, 118 language learning and, 129 workplace and, 37 Golden Rule, 127 good/well, 661 good news announcing, 325–327 opening with 320, 322 goodwill, in routine requests, 315 goodwill messages, 327–328, 329 government publications, 416, 417 government regulations, complying with, 444 government terminology, 671 government titles, 629 grade point average (GPA), on résumés, 575 grammar, 184, 649, 651–666 grant proposals, 451 grapevine, 57 graphics See visuals graphs See charts greetings, cultural differences in, 124 grooming for job interviews, 608–610 as nonverbal communication, 102 for workplace, 105 group dynamics, 88–91, 110 group interviews, 601, 619 group norms, 88 groups development of, 88–89 in social networking sites, 260 writing in, 91 see also teams groupthink, 87, 110 groupware, 92 guilt, admitting, 347 h handouts, 538, 550–551 handshake, 107, 124, 212, 611 handwritten messages, 653 haptic technologies, 212, 535 hard-sell approach, 381, 386 hashtags, 268, 525 have/of, 662 headings, 208, 220 informative vs descriptive, 442–443 levels of, 465 for mobile messages, 192 in reports, 465, 466–467, 484, 487, 638–639 in table of contents, 482 in tables, 286 typefaces for, 215 headlines for blogs, 266 for social media, 254 health-care system, 117 hearing See listening hedging sentences, 209 helping others, need for, 380 www.freebookslides.com subject index hidden agendas, 87, 110 high-context cultures, 122, 123, 138, 131 hiring practices, 593–594 discriminatory, 581 legal aspects of, 361 hiring process, 563 holograms, 261, 535 homepage, localizing, 244 honesty, 178 in intercultural communication, 123 on résumés, 572 in social media, 254 of sources, 414–415 testing for, 603 in visuals, 297 horizontal communication, 57 horseshoe seating, 510 hub, for social networking, 260, 263 humanities style, 640–641 humor in business messages, 181 in business settings, 107 in intercultural communication, 127, 131 in oral presentations, 518 hyperbole, 178 hyperlinks, 242 in résumés, 582 in slide shows, 545–546, 552 hyphenated adjectives, 660 hyphenated nouns, 653 hyphenation, justified type and, 214 hyphens, 668–669 for word division, 673 hypothesis, 446, 459 I I, inappropriate use of, 174 idea campaigns, 98 ideas, generating, 151, 161 idiomatic phrases, 131, 138, 662 with international audience, 511 illustration as type of detail, 165 as way to develop paragraphs, 191 illustrations, list of, 472, 482 See instant messaging image processing, 294 images, power of, 279 immigration, 119 impact, 676 imperative mood, 658 imply/infer, 676 importance, report organization based on, 444 impromptu speaking, 521 in/into, 662 inclusiveness, culture and, 123 indefinite pronouns, 654 independent clauses, 187, 663, 664, 667, 677 independent contractors, 37, 52 index, for reports, 472, 495 indicative mood, 658 indirect approach, 162–163, 169 for analytical reports, 447, 448–449 for negative employment messages, 359 for negative messages, 343–344, 347–350 for oral presentations, 514, 515 for persuasive messages, 381, 382, 383 for proposals, 453, 473 for refusing requests, 352 for rejecting job applicants, 361 for reports, 441–443 for synopses, 472 individualism, 127 inductive reasoning, 385 industries, data about, 416, 417 infinitive phrase, for statement of purpose, 438 infinitives, 210, 211, 658–659 infographic résumés, 581 infographics, 291, 294, 295, 304 informal communication network, 57, 80 information accuracy of, 151–152, 469 completeness of, 469 currency of, 415 ethical, 152 gathering, 150–153, 379, 412–423, 440 managing, 427 omitting essential, 74 organization of, 160–167 pertinence of, 152 practical, 54 remembering, 62, 101 requesting, 315, 316 security and privacy of, 74 sharing of, 53 verification of, 415 withholding, 152 information architecture, 241–242, 246 689 information gap analysis, 414 information needs, in conducting research, 414 information overload, 63, 68, 80 on slides, 542 information requests, replying to, 322 information technology, paradox of, 68 informational reports, 436, 437, 459 organization of, 444 planning of, 443–445 statement of purpose for, 438 types of, 443 informative headings, 208, 220, 442–443, 467, 482, 487 informative synopsis, 472 informative titles, for visuals, 297, 294, 304 informing, as purpose of message, 148, 161 initials, on memos, 638 inquiry messages, 613 inside address, 215, 628–630 instant messaging (IM), 71, 230, 238–240, 246, 231 advantages of, 238–239 casual tone of, 180–181 checklist for, 240 drawbacks of, 239 etiquette of, 108 for job interviews, 602 for meetings, 98 security of, 239 three-step process for, 239–240 tips for using, 240 integrity tests, 603 intellectual property, 77, 80, 413 intelligence emotional, 58 practical, 124 interactive media, 157, 294 interactivity, social media and, 63 intercultural communication, 118, 138 challenges of, 119–120 checklist for, 137 oral presentations for, 522 oral, 132–135 slide shows and, 541 interest phase, of AIDA model, 383, 598–599 interjections, 662 internal micromessaging, 267 www.freebookslides.com 690 subject index international correspondence, 131, 628 addresses in, 131 dates in, 628 international mail, 636 International Trade Update, 497 Internet for collaborative writing, 92–93 for conducting surveys, 421 customer complaints on, 357 employee surfing of, 68 evaluating resources on, 414 finding information on, 417–419 hidden, 417 high-speed, 279 job interviews via, 602 for job networking, 566–567 meeting via, 98 mobile devices and, 64, 65 posting résumés on, 583 see also websites Internet of Things (IoT), 62, 71 internships, 41 interoffice correspondence See memos interpreters, 135, 517, 522 interrogative adverbs, 660 interrogative pronouns, 654 interview simulators, 608 interviews, research, 421–423 see also job interviews intimacy, in business messages, 181 intranet, 92–93 intransitive verbs, 657 intro, for videos, 303 introducing people, to each other, 107 introducing oneself, 107 introduction for oral presentations, 517–519 for proposals, 470, 471 for reports, 468–469, 471, 484 setting aside for last, 184 inverted pyramid style, 192, 243 iOs, 158 irregular verbs, 656–657 It is, 210, 211 Italian, 131 italics, 215 on slides, 542 use of, 672 its/it’s, 655 its/their, 676 iTunes, podcasts on, 245 J Japan, 107, 120, 131 jargon, 131, 187, 564, 574 job applicants/candidates interviewing of, 600–613 networking by, 566 qualities employers seek in, 38–39, 603 recommendation requests from, 317, 318 refusing recommendation requests from, 360 rejecting, 346–347 responding to recommendation requests, 322, 324 testing of, 603 job application letters, 594–599 AIDA plan for, 597–599 checklist for, 599 follow-ups to, 600 job boards, posting résumés on, 583–584 job changes, frequent, 571 job descriptions, 77, 362, 574 job interviews, 600–613, 619 appearance in, 608–610 arrival for, 610 candidate’s questions in, 607 checklists for, 610, 613 close of, 612 confidence in, 607 discriminatory questions in, 612 following up after, 614–617 international, 609 interviewer’s questions in, 605–607 media for, 602 mistakes in, 608, 609 mock, 607–608 nonverbal communication in, 608 note taking after, 613 online, 602 preparing for, 604–610 question-and-answer stage of, 611–612 sequence of, 600–601 simulators for, 608 stages of, 611–612 telephone, 611 things to take to, 610 types of, 601–602 warm-up in, 611 job market, 38, 563–564 job market analytics, 562 job offers, 601, 613 accepting, 615 declining, 616–617 job openings finding, 566 responding to, 594, 595 job search, 562–568 blunders in, 568 interview process in, 600–613 see also job interviews; résumés job task simulations, 602, 603 jobs skills tests, 603 journalistic approach, 151, 169, 161 journalistic style, in reports, 466 journals, as resources, 417 justification reports, 446 justified type, 214, 653 k key terms, for websites, 242 key visual, 539, 540 keyword summary, 574, 582 keywords on résumé, 562, 565, 574 for web searches, 400 knowledge, need for, 380 knowledge management (KM) systems, 150, 415, 427, 429 L labeling, of people, 177 labor force, 37, 38 language abusive, 355 bias-free, 177–178 concise, 54 concrete, 54 euphemistic, 176–177 obsolete, 181, 182 plain, 182 pompous, 181 language differences, 61 language diversity, in United States, 120, 121 language proficiency tests, 604 languages, studying, 129 Latin abbreviations, 672 lavaliere microphone, 300 lay/lie, 657, 676 leadership, in meetings, 95 leading questions, 421 legal aspects of apologizing, 345, 347 www.freebookslides.com subject index of business communication, 77 of conducting research, 413 of defamation, 355 of hiring practices, 361 of intercultural communication, 130 of job interviews, 612 of job offer acceptance, 615 of media choice, 231 of messages in social media, 254–255 of negative messages, 350–351, 355–356 of recommendation letters, 322, 324 of rejection letters, 361 of religion in workplace, 126 of résumés, 572 of sales messages, 394–395 of termination letters, 363 of using copyrighted material, 420 Legal Guide for Bloggers, 77 legal systems, 122–123 legends, for visuals, 297, 304 legibility, of type, 215 lend/loan, 676 less/fewer, 676 letterhead stationery, 215, 626–627 letters, 154, 169 acceptance, 614–615 additional parts for, 631–632 advantages of, 231 application, 594–599 authorization, 472, 495 condolence, 328, 330 declining job offer, 616–617 folding of, 635–636, 637 follow-up, 600 formats for, 215–216, 627–636 international, 131, 628 recommendation, 322, 324, 325 rejection, 361 requesting recommendation, 317, 318 resignation, 617 standard parts for, 627–630 termination, 363 transmittal, 472, 495 LGBT employees, 126 liable/likely, 676 libel, 77 library, finding information at, 415–417 lie/lay, 657, 676 lighting, for video, 300 line charts, 285, 286–287, 304, 544 line length, 653 line spacing, 653 linear organization, 192 linear regression, 287 lines of command, 57 linked documents, 467 LinkedIn, 255, 257, 260 for job networking, 566–567 Marketo on, 258 requesting recommendation on, 317 researching companies on, 604 résumés on, 582 linking verbs, 656, 657, 661, 665 list of illustrations, 472, 482 listening checklist for, 102 defensive, 101 effective, 100 in intercultural communication, 133, 134 in job interviews, 611 overcoming barriers to, 100–101 process of, 100 selective, 101 via social media, 393 types of, 99–100 value of, 99 listening skills, 99–101 lists, 207–208 introducing, 207 for mobile messages, 193 punctuation with, 667 in reports, 465–466, 487, 489 on slides, 543, 544, 549 literacy skills, 279 literally, 676 localization, of websites, 244 location aware content, 66 location-based social networking, 233 logic in persuasive messages, 381 in reports, 469 logical appeals, 384–385, 397 logical arguments, in reports, 447, 448–449 logical flaws, 385 London taxi drivers, 341–342 long-term athletic development (LTAD), 498 long-term memory, 62, 100 low-context cultures, 122, 123, 138 691 lying detection of, 103 on résumés, 572 M m-commerce, 394 mailing notation, 631, 632 main idea, 161, 169 defining, 161 for negative messages, 343 for oral presentations, 513, 515, 519 in outlining, 164 for persuasive messages, 381, 383 in routine messages, 314, 320 major points number of, 162 in oral presentations, 515 in outlining, 164, 165 management, importance of communication skills in, 52 managers, “walk arounds” by, 153 manners, 123 many/much, 676 maps, 285, 292–293 margins of documents, 214, 653 for reports, 639, 640 market analysis reports, 445–446 market research, using blogs for, 264 marketing content, 260 conversation, 393 legal aspects of, 77 online, 77 marketing intelligence, gathering, 257 marketing messages, 390–394, 397 marketing strategy, 445 meals, business, 107 mean, 424, 429 meaning denotative vs connotative, 184, 278–279 understanding of, 61 measurements, numbers for, 673 mechanics, 649, 670–673 media/medium, 59, 79 audience preferences for, 160 costs of, 160 formality and, 160 for negative messages, 343, 359 oral, 153–154 for oral presentations, 511 for persuasive messages, 380 for presentation visuals, 534–535 www.freebookslides.com 692 subject index media/medium (Continued) for reports, 440 for résumés, 570 selecting, 153–156, 160 visual, 154, 156 written, 154–155 see also specific media media curation, blogs for, 266 media news coverage, bloggers as source for, 264 media richness, 157, 160 media specialists, 380 median, 424, 429 meetings, 94–98 checklist for, 97 conducting, 95–96 making arrangements for, 95 minutes of, 96–97 online, 95 preparing for, 95 purpose of, 95 selecting participants for, 95 technology for, 98, 99 virtual, 98 web-based, 70 memorization, of speeches, 521 memory, 62, 100, 101 memos, 154, 169 advantages of, 231 distribution of, 638 format for, 215–216, 638, 653 mental telepathy, 241 mentoring, women and, 126 messages, 59, 80 of appreciation, 328 competing, 60 composing, 183–187 of condolence, 328 of congratulations, 327 decoding of, 59 detail for, 164, 165 distribution of, 218 encoding of, 59 ethical, 152 evaluating, 100 filtering of, 68 follow-up, 614–617 formality of, 160 goodwill, 327–328 of inquiry, 614–617 length of, 161–162 marketing, 390–394 persuasive, 176 positive, 322–329 producing, 212–216 proofreading of, 217 purpose of, 148, 161 retention of, 62 revising, 202–211 sales, 390–394 scope of, 161–162 sharing routine information, 324–325 tact in, 175–176 timing of, 148 topic of, 161 unnecessary, 68 urgent, 68 whether worth sending, 148 see also negative messages; persuasive messages; routine messages metacrawlers, 418 metaphors, 386 metasearch engines, 418 microblogging, 73, 231, 267–268, 271 business use of, 267 teasers in, 232 tips for, 268 see also Twitter micromessaging, internal, 267 microphones, for videos, 300 Microsoft PowerPoint See PowerPoint military experience, on résumés, 573 millennials, 125 mind mapping, 161, 162 minorities, 119 minutes, of meetings, 96–97, 110 misinformation correcting, 254 countering, 262 misinterpretations, of visuals, 281 misquoting, 74 misrepresentation, of research findings, 413, 425 mission statement, 445 mistakes, finding, 217 misunderstanding, listening and, 101 MLA style, 493, 643–645 MLA Style Manual and Guide to Scholarly Publishing, 640 mnemonics, 101 mobile apps, 64, 65, 233 Advanced English Dictionary and Thesaurus, 187 Apple Keynote, 538 authorSTREAM, 521 Basecamp, 91 for business, 66, 70, 156, 158, 159 Career Builder, 604 Cisco WebEx, 98 City Sourced, 382 for conducting research, 419 Culture Compass, 118 Databox, 440 Dragon Dictation, 177 Dropbox, 474 Evernote, 150 Feedly, 262 Genius Scan, 213 Good Manners, 107 Graph, 295 Haiku Deck, 544 Hightail, 320 Instagram, 294 Instapaper, 415 iTranslate, 129, 131 for job recruiting, 44 for job searches, 564, 566, 567 for language learning, 129 Lettr, 327 LinkedIn, 567 Locale, 108 LogMeIn, 473 Mobile Podcaster, 244 Monster, 611 Note Taker HD, 64 Notebook, 150 NounPlus, 211 Numbers, 295 Outliner, 163 Pages, 188 Pocket, 68 Pocket Letter Pro, 349 PRSA Ethics, 75 Readability, 440 Redbooth, 467 Resume App Pro, 575 Resume Builder Pro, 575 Sage Evolution Executive Dashboard, 440 SignEasy, 218 Skype, 602 SocialOomph, 256 Talkwalker, 392 Telegram, 238 for translation, 129, 130, 131, 136–137 Twitter, 267 Videoshop, 302 Weebly, 240 WhatsApp, 68, 159 Yelp, 357 Zotero, 419 mobile devices business uses of, 158–159 www.freebookslides.com subject index collaboration via, 93–94 conducting research via, 419 decision making and, 158 designing messages for, 216 etiquette of, 108 framing videos for, 302 gamification of, 69 gestural computing and, 280 haptic technologies for, 212, 535 integrating into presentations, 546, 547 job search and, 564 in meetings, 96 multitasking and, 59 optimizing content for, 233–234 presentations on, 526 project management and, 159 promotional messages for, 394 shopping via, 394 training and, 158 unique challenges of, 156–157 visuals on, 297–299 website design for, 242 writing messages for, 192–193 mobile-first approach, 66 mobile phones in job interviews, 610 in workplace, 101 see also mobile devices; smartphones mobile technology business communication and, 65–66 revolution in, 64–67 mobile VoIP, 70 moblogs, 233 mode, 424, 429 model release forms, 294 modifiers, 659–661 dangling, 209 misplaced, 665 placement of, 209, 663 monitor/control reports, 443 motion, capturing, 280 motivation, 62, 379, 364, 397 moving blueprint slides, 548 Ms., 628 MTV Generation, 125 multimedia, in slide shows, 546 multimedia presentations, 535 multimedia résumés, 582 multitasking, 59–60 etiquette of, 108 mobile devices and, 66 n narration, as type of detail, 165 narrative techniques, 165 narratives, in digital media, 232 natural search engine results, 400 navigation slides, 548, 549, 552 near-field communication (NFC), 159, 500 near-field communication tags, 231 needs of audience, 151, 174–178, 379, 464 of customers, 391 negative adverbs, 660 negative information hiding, 282 in positive messages, 321 negative messages, 176 checklists for, 352, 354, 356, 363 completing, 344–345 direct approach for, 343, 344, 345–347 about employment, 359–363 ethics of, 345, 349, 350–352 goals for, 342 indirect approach for, 343–344, 347–350 legal aspects of, 350–351 about organizations, 356–359 organizing, 343–344 planning, 342–343 refusing requests, 352 three-step process for, 342–344, 346 about transactions, 352, 353 types of, 352–356 writing, 344 negotiation, cultural differences in, 122 nervousness, 522–523 in job interviews, 607 in oral presentations, 508 Net Generation, 125 netiquette, 237 networked organizations, 257 networking, in job search, 44, 566–567, 586 see also social networking networks, communication, 57 news releases, 325–327, 330 newsfeeds, 266, 395, 418 newsletters, email, 395 newspapers, as resources, 417 NFC, 159, 231, 500 noise, as communication barrier, 59 nominative pronouns, 654–655 693 nonrestrictive clauses, 669 nonverbal communication, 102–103, 110, 153 checklist for, 104 culture and, 102, 124 in job interviews, 608 in oral presentations, 523 norms, 88, 110 cultural, 120, 123 note cards, for oral presentations, 515, 521 note taking, on mobile devices, 419 note-taking apps, 566 notes, speaking from, 521 noun sequences, long, 209 nouns, 653–654, 672–673 numbers handling of, 131 misrepresenting, 74 on graphics for slides, 544 spelled out, 669 style for, 672–673 o object, of sentence, 652 objections, anticipating, 386, 391–392 objective pronouns, 654–655 objectivity, 178 obsolete language, 181, 182 office technology, 70–73 online databases See databases online presentations, 525–526 online video, value-added content via, 259 open-ended interviews, 601, 619 open-ended questions, 422, 429 open punctuation, 633 opening, 163 of email messages, 236 importance of, 205 of negative messages, 345, 347–348 of oral presentations, 517–518 of persuasive messages, 382 of reports, 468–469, 471 of routine messages, 314–315, 320, 322 of sales messages, 392 openness, culture and, 123 operating reports, 443 operations plan, 445 opinions, 54 in online communications, 107 opt-in email, 395 optical zoom, 300 www.freebookslides.com 694 subject index optimism, 54, 56, 157 false, 357, 520 oral media, 153–154 oral presentations, 508–526 adjusting on the fly, 546 audience analysis for, 510, 512 audience size for, 512 being introduced for, 518 checklist for, 527 concluding, 524 creating slides for, 538–542 delivery of, 520–524 direct vs indirect approach for, 514 equipment for, 522 estimating time for, 513–514 formality of, 516 integrating mobile devices into, 546, 547 to international audience, 510, 511 introduction for, 517–519 language barriers in, 510, 511 location for, 522 maintaining control of, 524 organizing, 512–515 planning, 508–515 practicing, 521–522 preparing for, 522 purpose of, 509 question period in, 524 settings for, 510 software for, 512, 515 three-step process for, 508, 509 writing, 515–520 ordinal numbers, 673 organization, 160–167 evaluating, 197 good, 160 linear, 192 of mobile messages, 192 of negative messages, 343–344 of persuasive messages, 380–381 of reports, 441–443 organization charts, 285, 292, 304 for outlining, 163, 164 organizational culture, 381 organizations, communication within, 57 orientations, via digital media, 232 outlines for analytical reports, 448, 449 for oral presentations, 514, 516–517 outlining, 163–164 outro, for videos, 303 over-the-top (OTT) application, 159 overhead transparencies, 535 oversimplification, 385 in visuals, 283 owners groups, 372 P page layout, 213 page numbering, in reports, 482, 483, 639 panel interviews, 601–601, 619 paper for business documents, 653 for résumés, 582 paragraphs, 189–192 developing, 191–192 length of, 206–207 for mobile messages, 193 parallelism, 208, 666 in lists, 207–208 visual, 280 paraphrasing, 101, 423–424 parentheses, 670 parliamentary procedure, 95, 110 participative management, 86, 110 participles, 656, 659 partnerships, 166 passive voice, 182, 183, 195, 658 formal tone and, 466 in presenting bad news, 361 passwords, choosing, 108 past participle, 656, 659 past tense, 656 patents, 416, 420 patience, in intercultural communication, 127 payoff, for teasers, 232 PDF format, 155 for attachments, 218 for collaborative writing, 92 for reports, 475 for résumés, 582 PechaKucha, 556 percentages, 672, 673 comparing, 290 perception, 60, 61, 80, 280 perfect participle, 659 perfect tenses, 656 performance, in teams, 87 performance reviews, 362, 365 periodicals, as resources, 417 periods, 666 with abbreviations, 672 permission, for reprinting materials, 420 personal activity reports, 443 personal appearance as nonverbal communication, 102 in workplace, 104–105 personal brand, 42–44, 566 personal data, on résumés, 576 personal digital assistants, 326 personal pronouns, 174, 654 culture and, 175 in reports, 466 personal space, 103 culture and, 124, 127 personal webpage, 582 personality tests, 603, 604 persuasion, 378, 397 negative connotations of, 394 as purpose of message, 148, 161 persuasive arguments, 54 persuasive messages, 176, 378–395 AIDA model for, 382–384 checklist for, 388 common mistakes in, 386, 388 developing, 382–390 direct approach for, 381 ethics of, 394–395 examples of, 388–390 indirect approach for, 381 organization of, 380–381 planning stage for, 378–381, 389, 391–392 proposals as, 469 for social media, 392–393 three-step process for, 378–382, 389, 391–392 phablet, 159 phone See mobile devices; smartphone; text messaging phone interviews, 611, 601 phone skills, 105–107 photo essays, 295 photographs, 285, 294 from mobile devices, 419 permission to use, 395 with résumés, 581 phrases, 663, 664 transitional, 190, 677 wordy, 210, 211 pictograms, 288, 290, 304 pie charts, 285, 290, 291, 304 piercings, 106 pixilation, 302 plagiarism, 74 in content curation, 262 plain English, 182 www.freebookslides.com subject index plain language, 182 plain text, for résumés, 582 planning of interviews, 421–422 for job interviews, 604–610 for meetings, 95 of research, 412–414 planning outline, 515 planning stage, 146, 147–167 for analytical reports, 445–449 for business blogs, 265–266 checklist for, 167 for email messages, 235 for informational reports, 443–445 for instant messages, 239 for marketing and sales messages, 391–392 for negative messages, 342–343 for oral presentations, 508–515 for persuasive messages, 378–381, 389, 391–392 for podcasts, 244 for presentation visuals, 534–535 for proposals, 437–456 for reports, 437–456 for résumés, 570–572 plurals, 652, 663 agreement with, 657–658 podcasting channels, 244 podcasts, 72, 154, 230, 244–245, 246 business applications of, 244 checklist for, 245 creating, 244–245 distributing, 245 equipment needed for, 245 mobile, 234 organizing, 244 policy discussions, on executive blogs, 264 policy reports, 443 policy statements, 324, 521 politeness, 123 political patterns, cultural differences in, 130 pompous language, 181 portfolio, online, 566 see also e-portfolio; employment portfolio position papers, 443 positive approach, 176, 344 positive language, in persuasive messages, 381 positive messages checklist for, 321 granting claims, 322, 323 providing recommendations, 322, 324, 325 responding to requests, 322–324 positive outlook, professionalism and, 54, 56, 157 possessive nouns, 652, 669 possessive pronouns, 655 postal codes, Canadian, 635, 637 postproduction, of videos, 302–303 postscript, 631, 632 posture, 102 cultural differences in, 124 for oral presentations, 523 power/control needs, 380 PowerPoint, 512, 534, 538 death by, 538 mobile version of, 67 navigational slides in, 548, 549 for résumés, 581 templates in, 539 preaching, 181 predicate, 209, 210, 662, 663 predicate adjectives, 659 preemployment testing, 603 prefatory parts numbering of, 639 for proposals, 472, 473–474 for reports, 472 prefixes, 668–669 prejudice, 177 prepositional phrases, 661, 667 prepositions, 661 preproduction, of videos, 299–301 presentation slides, distribution of, 526 presentation software, 534 presentation visuals checklist for, 550 completing, 547–549 content for, 542–546 planning, 534–535 types of, 534–535 see also slides presentations digital, 534–535 linear vs nonlinear, 512–513, 534 see also oral presentations press releases, 325–327 previews in oral presentations, 518–519 in reports, 465–466 695 price, in sales messages, 392 primary research, 414, 420–423, 429 Priority Mail International, 636 privacy as American value, 127 of electronic messages, 108 of information, 74 invasion of, 395 of messages, 218 mobile devices and, 66 of research participants, 413 preemployment testing and, 604 problem, defining, 446 problem factoring, 446, 459 problem solving, mobile connectivity and, 67 problem-solving reports, 446 problem-solving teams, 86, 88, 110 problem statement for reports and proposals, 438, 440 for research, 413–414, 429 problem/solution, as way to develop paragraphs, 191 product and service review sites, 261 product champions, 69, 393–394 product enthusiasts, 372 product information, 256 product reviews by bloggers, 77, 268, 395 online, 357 product safety, 351 product samples, in presentations, 535 production, of messages, 212–216 productivity effect of technology on, 68 mobile tools and, 66 products benefits of, 391 capitalization of, 671 claims about, 395 features of, 391 professional titles, 671 professionalism, 39, 54–58, 80, 180, 568 being a team player, 90, 546 elements of, 54, 56 positive outlook and, 157 progress reports, 444 project management using blogs for, 263 using mobile devices for, 159 project management tools, 70 promotion, using social media, 254, 260 www.freebookslides.com 696 subject index promotional communication, 77 legal aspects of, 394–395 pronouns, 653–655 cultural differences and, 175 gender-neutral, 655 personal, 174, 175, 466, 654 possessive, 655 relative, 211 proofreading, 217, 218 checklist for, 218 of email messages, 237 of persuasive messages, 382 of reports and proposals, 472 proofreading marks, 203, 648 proper adjectives, 659, 670–671 proper nouns, 652, 670–671 property, intellectual, 413 proposals, 154, 436, 437, 459 AIDA plan for, 469–470 checklists for, 476 components of, 472 drafting content for, 469–471 examples of, 454–456 for federal government, 452 organizing, 452–453 packaging of, 470 planning of, 451–453 producing, 472–474 proofreading of, 472 rejecting, 352 revision of, 472 sample, 474–477 software for, 452, 470 solicited, 474–477 statement of purpose for, 437–438 three-step process for, 436 types of, 451 yardstick approach for, 449 prospecting, for jobs, 594 provinces, abbreviations for, 637 psychographics, 379, 397 public opinion, tracking, 257 public relations, using blogs for, 264 public speaking See oral presentations Publication Manual of the American Psychological Association, 640 publishing mindset, 63 punctuality, 128 punctuation, 666–670 letter format and, 633 spacing and, 627–653 purpose of analytical reports, 445 of business blogs, 265–266 defining, 148 general, 148, 161 of meetings, 95 of negative messages, 342 for oral presentations, 509, 513 for persuasive messages, 378–379 of podcasts, 244 of proposals, 437–438, 469 for reports, 437–438, 483 of research, 413–414 of résumés, 570 specific, 148, 161 of videos, 300 of visuals, 284 of wikis, 269 q qualifications summary, on résumé, 574–575 quality of hire, 563 question-and-answer chain, 161 questions-and-answer period, 524 question marks, 666 questionnaires, 421, 422 questions anticipating audience’s, 519 discriminatory, 612 in job interviews, 605–607 in request letters, 315 for research interviews, 421–423 for surveys, 421, 422 quick response (QR) codes, 159, 231, 500 quotation marks, 669 quotations, commas with, 668 quoting out of context, 424 from sources, 423–414 R racial bias, 177, 178 radical connectivity, 66 Radio Generation, 125 readability designing for, 212–216 using headings for, 465 revising for, 205–208 of slides, 542, 543 readability indexes, 205–206 reality, augmented, 233 reasoning in analytical reports, 447, 448 circular, 385 in logical appeals, 385 receiver, of message, 59, 60–61, 100 see also audience recommendations, 427, 429 focusing on, 447 making, 427 providing, 322, 324, 325 refusing requests for, 324, 360 in reports, 441–442, 488, 492 requesting, 317, 318 recruiting, 72, 563, 593–594 using blogs for, 264 using mobile devices for, 159 redundancy, 210, 211 reference initials, 631, 632 reference librarians, 416 Reference List, 493, 641, 644 reference management tools, 420 reference materials, providing via digital media, 232 references awkward, 209, 210 for résumés, 576 supplying, 317 regardless, 676 regression analysis, 287 regulations, governing communication, 77 rehearsal, of presentations, 521–522, 526 rejection letters, 361 relative pronouns, 654 reliability of sources, 414–415 of surveys, 420–421 religion cultural differences in, 126, 130 respect for, 128 remarketing, 395 “Reply All,” 108, 237 reports, 154, 436, 459 binding of, 638 checklists for, 443, 476 completing stage for, 472–478 components of, 472–474 cover for, 472 distributing, 218, 474–475 documentation of, 640–646 drafting content for, 466–469 formal, 479–493 format for, 638–639 integrating visuals into, 295–297 length of, 436, 441 online, 475 organizing, 441–443 www.freebookslides.com subject index prefatory parts for, 472 producing, 472–474 proofreading, 472 revising, 472 statement of purpose for, 437–438 supplementary parts of, 472, 473 three-step process for, 436 title for, 472 types of, 436, 437, 443 see also analytical reports; informational reports reputation company’s, 357 protecting, 180 reputation analysis, 257 request for proposals (RFP), 452, 453, 459, 469, 472 writing, 477–478 requests, persuasive, 388, 389 see also routine requests resale information, 321 research analyzing results of, 423–427 conducting, 412–423 drawing conclusions from, 426 ethical aspects of, 413 misrepresentation of findings, 425 planning, 412–414 of potential employers, 563–564 primary, 414, 420–423 secondary, 414–420 summarizing, 424, 426 research process, 412–413 resignation, letters of, 617 resistance, overcoming, 90, 386 resources, business, 415–419 respect for audience, 182 in intercultural communication, 123, 127 showing, 123 restraint, as design element, 213 restrictive clauses, 667 résumés, 569–584, 586 activities/achievements section on, 576 adapting to audience, 572–573 apps, for, 566 as attachments, 583 career objective on, 574 checklist for, 584 chronological, 571, 579 contact information on, 574 cover letters for, 594–599 customizing, 565 deception on, 572 design of, 580 distributing, 583 education section on, 575 emailing, 582 formats for, 581–583 functional, 571 infographic, 581 length of, 580 mailing, 583 media for, 570 misconceptions about, 570 online, 42, 580, 582 organization of, 570–571 paper for, 582 personal data on, 576 plain text file for, 582 planning, 570–572 producing, 580–583 proofreading, 583 purpose of, 570 red flags in, 571 sample, 577, 578, 579 scannable, 582 submitting, 594–599 three-step process for, 569 trendy, 569 video, 581 work experience on, 575 writing, 572–577 retweeting, 268 review sections, in reports, 465 reviews, consumer, 261 revision, 202–211 checklist for, 210 of email messages, 237 of others’ work, 205 of wikis, 269 RFP See request for proposals ride-sharing services, 341 ringtones, 108 Roberts Rules of Order, 95 roles culture and, 123 in teams, 88 routine messages, 319–321 checklist for, 321 making claims, 317 making requests, 314–315 requesting adjustments, 317 requesting recommendation, 317, 318 types of, 322–329 697 routine requests checklist for, 315 examples of, 315–319 refusing, 352 replying to, 322–324 strategy for, 314–315 three-step process for, 316 RSS feeds, 266, 395 rumor mill, 57 rumors, online, 357 S safety needs, 380 salary requirements in application letters, 597, 599 in job interviews, 613 sales message, 390–394, 397 AIDA model for, 392 legal aspects of, 394–395 sales pitch, in social media, 254 sales proposals, 451 sales prospects, 257 “salespeak,” 260 salutations, 215, 630, 671 salutopening, 630 sample, representative, 421 sampling bias, 421 sandbox, in wikis, 269 sans serif typefaces, 214–215, 220 on slides, 542 saving face, 124 scannable résumés, 582 scanning, with mobile devices, 419 scatter diagrams, 290, 304 scene composition, for videos, 300 scope of business blogs, 266 of messages, 161–162, 169 of oral presentations, 513–514 of persuasive messages, 381 screen size, for mobile devices, 156, 192 screencasts, 511, 535, 528 screening interviews, 600–601 scripts for podcasts, 244 for videos, 301 search engine optimization (SEO), 400 search engines, 232, 417–419, 429 seating arrangements, for oral presentations, 510–511 second-page heading, 631, 632 secondary research, 414–420, 429 www.freebookslides.com 698 subject index Securities and Exchange Commission (SEC), 459 security of information, 74 of instant messages, 239 of messages, 218 mobile devices and, 66 selection interviews, 601 selective listening, 101, 110 selective perception, 61, 80 self-actualization, 380 self-confidence, in public speaking, 522–523 self-oriented roles, 88, 111 selling points, 391, 397 selling under the guise of research, 413 semicolons, 187, 664, 666, 677 sender of message, 58–59 in social media, 63 seniority, culture and, 124 sensitivity, intercultural, 120 sensory memory, 62 sentence fragments, 664 sentences, 187–189 grammar of, 662–666 length of, 206 overly long, 209 preposition at end of, 661 topic, 189–190 types of, 187–189 sentiment analysis, 257 sequence, report organization based on, 444 serial comma, 667 serif typefaces, 214–215, 220 on slides, 542 sexist language, 177, 178 sexual orientation, workplace and, 126 shared workspaces, 70, 92–93, 111 shopping, via smartphones, 394 short-term memory, 62, 100 shot list, 300–301 sidebars, 295 sign language interpreters, 522 signature block, 215, 630 signature file, for emails, 237 simple sentences, 187, 188, 195, 663 simplicity as design principle, 281 in presentation visuals, 536 simulators, for job interviews, 602 sincerity in condolence messages, 328 credibility and, 178 situation, analyzing, 147–149, 437–440, 509–511 situational interviews, 602, 619 sketching as discovery technique, 151 on mobile devices, 419 skills, assessing one’s, 40 skills résumé, 571 skimming aids to, 206 of websites, 243–244 slander, 77 slang, 131 with international audience, 511 slide deck, 512 slide master, 542 slide shows, 534–535 backup plan for, 547–548 editing, 547 finalizing, 547–549 hyperlinks in, 545 slide sorter view, 547 slide transitions, 545, 552 slides, 534–535, 536 artwork for, 541 background designs for, 541 checklist for, 550 creating, 539–541 design of, 533–534, 538–542 detail on, 517 free-form, 537, 538 ineffective, 539 modifying graphics for, 544 navigation, 548, 549 readability of, 542, 543 structured, 537–538 templates for, 541 text for, 542, 543–544 text-heavy, 538, 543 slideuments, 539 Small Business Administration, 444 smartphones, 231 accessing email via, 65 for blogging, 233 etiquette of, 108 job search apps on, 564 promotional messages on, 394 3G, 4G, 5G, 158 see also mobile devices smartwatches, 65, 233 haptic technologies for, 212 social behavior, cultural differences in, 123–124 social communication model, 63–64, 80 social customer service, 257 social customs, cultural differences in, 130 social intranet, 93 social media, 63 employee misuse of, 68 gamification of, 69 Jet Blue’s use of, 51–52 mobile communication and, 65 for news releases, 327 for persuasive messages, 380 for presentations, 525 persuasive messages for, 392–393 research and, 414 storytelling in, 165 writing strategies for, 254–255 social media release, 327 social media résumés, 582–583 social networking, 73 business communication uses of, 256 employment portfolio and, 42 location-based, 233 job recruiting and, 566 personal brand and, 44 social networking technologies, 92 social networks, 230, 255–262, 271 for online résumés, 583 private, 256 refusing recommendations requests from, 360–361 social reach, 257 social recruiting, 593–594 socialization, brand, 257 solicited application letters, 594, 595 solicited proposals, 452, 453, 469 sound, for video, 300 source notes, 641 sources crediting, 424 documenting, 413, 420, 424, 469, 414–415, 640–646 spam, 234, 395 speaking, in intercultural communication, 132–135 speaking notes, 521 speaking outline, 515 speaking rate, 101, 102, 511, 524 speaking voice, in job interviews, 608 www.freebookslides.com subject index special effects in slide presentations, 545–546 in videos, 302 specific purpose, 148, 169, 161, 266 speech analytics software, 70 speech anxiety, 522–523 speech recognition, 70 speech synthesis, 70 speeches See oral presentations spelling, 676–677 split infinitive, 658 spreadsheets, 285, 287, 425 stage fright, 522–523 stakeholders, 54, 80 connecting with, 72 negative messages and, 351 statement of problem, for proposals, 471 statement of purpose, 437–438, 440, 459 statement of qualifications, for proposals, 471 states, abbreviations for, 635, 637 stationery, letterhead, 653 Statistical Abstract of the United States, 417 statistics analyzing, 424–425 misleading, 74 resources for, 416, 417 status, cultural differences and, 123 status updates, 232 stealth marketing, 74 stereotyping, 121, 138, 177 “story of you,” 44, 563, 564, 606 storyteller’s tour, 161 storytelling in oral presentations, 515, 518 in persuasive messages, 383 in social media, 232 at Wolf Olins, 145 storytelling techniques, 165, 167 stress interviews, 601–602, 611, 619 structured interviews, 601, 619 structured slides, 537–538, 552 style, 180, 195 for business blogs, 262, 266 controlling, 180–183 for instant messages, 239 for presentation visuals, 536 for reports and proposals, 466, 467 for résumés, 573 sentence, 188 style manuals, 640 stylus, for mobile devices, 156 subheadings, 208, 220 in reports, 466–467 typefaces for, 215 subject, of sentence, 209, 210, 652, 662, 663 subject line for email messages, 236 in letters, 631, 632 in memos, 215, 216, 638 for mobile messages, 192 for persuasive messages, 383 subject-verb agreement, 657–658, 663 subjunctive mood, 658 subordinate clause, 187 subordinate conjunctions, 662, 664, 665 substance abuse testing, 604 success attitudes about, 123 visualizing, 522 sugging, 413 summaries, in digital media, 232 summarizing, of research, 424, 426 summary of qualifications, on résumé, 574–575 superscripts for footnotes, 640 for ordinal numbers, 673 supplementary parts of proposals, 472 of reports, 472, 473 surface charts, 285, 287–288, 304 surveys, 297, 420–421, 422 using mobile devices, 419 Sweden, 131 symbolism, visual, 279 symbols, in word processors, 627 sympathy, expressing, 347 sympathy messages, 328 synopsis, in reports, 472, 473, 495 T table of contents, 472, 482 tables, 285–286, 304 in electronic presentations, 285 in reports, 491 standard parts of, 286 within text, 285–286 tablets, for blogging, 233 see also mobile devices tact, 175–176 699 in condolence messages, 328 in negative messages, 344 in rejection messages, 361 in responding to claims, 322 tag cloud, 266, 291 tagging, 266, 271 talent management systems, 72 “talking head” videos, 300 talking headings, 442–443 target markets, 257 task forces, 86, 111 task-oriented roles, 88, 111 tattoos, 106 team-maintenance roles, 88, 111 team player, 54, 56, 90, 546 teams, 86–94, 111 advantages of, 86–87 use of blogs by, 263 communication in, 86–94 conflict in, 89 disadvantages of, 87 diversity in, 119 effective, 87–88 evolution of, 88–89 online workspaces for, 70 problem-solving, 86, 88 project management for, 159 roles in, 88 social networking for, 93, 256 types of, 86 virtual, 98 teasers in digital media, 232, 225 in microblogging, 267 technology for business communication, 67–73 for collaborative writing, 91–92 for creating visuals, 279 cultural differences in use of, 124 keeping in perspective, 68 for presentations, 525–526 using productively, 68 teleconferences, 98 telepathic communication, 241 telephone etiquette, 105–107 telephone job interviews, 601 telepresence, 70, 98, 99 television commercials, 165 templates for slides, 541 for wikis, 269 tense, of verbs, 656 termination letters, 363 testing, preemployment, 603 www.freebookslides.com 700 subject index text messaging, 66, 230, 238, 246 casual tone of, 180–181 inappropriate, 610 in social situations, 108 see also instant messaging thank-you messages, 328, 614, 615 thanking people, 108 theater seating, 510 There are, 210, 211 they, as singular pronoun, 653 thinking critical, 57 styles of, 61 three-step process, 146–147 allotting time for, 147 for business blogs, 265–266 for creating podcasts, 244–245 for email messages, 235–237 for instant messaging, 239–240 for negative messages, 342–344, 346 for oral presentations, 508, 509 for persuasive messages, 378–382, 389, 391–392 for producing videos, 299–303 for proposals, 436 for recommendation requests, 318 for refusing requests, 352 for reports, 436 for résumés, 569 for routine requests, 316, 318 see also planning stage; writing stage; completing stage time, concepts of, 123, 128 time allotment, for writing, 147 time and space, as nonverbal communication, 103 time extension, request for, 614, 616 time line charts, 290, 304 time management, as valued skill, 39 time of day, numerals for, 672 title fly, 472, 495 title page, 472, 495 title slides, 548 title(s) capitalization of, 671 for oral presentations, 515 professional, 628, 629 for reports, 472, 480 for visuals, 296–297, 304 of works, 671–672 tolerance, in intercultural communication, 127 tone, 180, 195 for business blogs, 262 of claims letters, 317 of condolences, 328 controlling, 180–181 conversational, 180–181, 195 evaluating, 197 for executive summary, 483 formality of, 180–181 for instant messages, 239 for negative messages, 344, 349, 350, 352, 353 for reports and proposals, 466, 467 of routine messages, 321 of routine requests, 314 positive, 176 topic of message, 161, 169 for reports, 446 topic sentence, 189–190, 195, 485 topical headings, 442–443 topical organization, 444, 459 touch cultural differences in, 124 digital communication and, 212 as nonverbal communication, 102–103 trade journals, as resources, 417 trade shows, 460, 567 trademarks, 416, 420 training using mobile devices, 158, 233 using podcasts, 244 transactions, bad news about, 352, 353 transcription, of interviews, 423 transitions, 190–191, 195, 677 in international correspondents, 131 in oral presentations, 515, 519 in reports, 465, 485, 490 in slide shows, 545 types of, 190–191 transitive verbs, 657 translation, real-time, 130 translators, 135 transmittal letter of, 472, 473, 495 memo of, 481 transparencies, overhead, 535 transparency, 74, 80 in social media, 254 transparency requirements, 77 travel, advice on, 130 trend analysis, 425 trend lines, 287 trends, 425, 429 troubleshooting reports, 446, 450–451 trust, in teams, 87 try and/try to, 676 tutorials, in social media, 232 twebinars, 512, 528 “tweetifying,” of opening lines of email, 236 tweetables, 232 Tweetups, 258, 566 Twitter, 73, 267–268 for backchannel, 512, 525, 526 for customer communication, 321 for customer complaints, 357 for customer service, 267 employee recruiting via, 259 for job networking, 566–567 JetBlue’s use of, 51–52, 275, 371 lawsuits and, 254–255 Mattel’s use of, 257 monitoring, 418 Starbucks use of, 253–254 teasers in, 232 see also microblogging Twittersphere, 264 Twitterstream, 525 + approach, to organizing reports, 447, 448, 450–451, 459 type justified, 214 size of, 215 for slides, 542 for tables, 286 type styles, 215, 220 typefaces, 214–215, 220 design of, 201–202 multiple, 542 typography, 214–215 typos, 217 U underlining, 215, 672 unemployment, 38 unified communication, 94, 111 units of measure, abbreviations for, 672 unsolicited application letters, 594, 596 unsolicited proposals, 452, 453, 469 uppercase letters, 215 upward communication, 57 urgency, of messages, 68, 160, 218 www.freebookslides.com subject index URLs, breaking, 673 U.S Army, 380 U.S Bureau of Labor Statistics, 599 U.S Department of Agriculture, 467 U.S Department of Health and Human Services, 467 U.S Postal Service, 634, 636 usage, 184, 649, 675–676 USDA Center for Nutrition Policy and Promotion, 556 user-generated content (UGC), 69, 73, 230, 261, 271 v validity, of surveys, 420–421 value-added content via blogging, 259 via online video, 259 via social networks, 258 values American, 127 cultural, 121 verb phrases, 656 verb-preposition idioms, 662 verbal, 676 verbals, 658 verbs, 655–659 action, 488, 573, 655 camouflaged, 209, 210 linking, 656, 657, 661, 665 voice of, 182, 183, 466 video(s) as business communication medium, 278 digital, 279, 299–303 on mobile devices, 157 for podcasts, 244 online, 72, 231, 259 producing, 299–303 video clips, 301 in résumés, 582 in slide shows, 546 video editing, 302–303 video interviews, 602 video recording, with mobile devices, 419 video résumés, 581 videoconferences, 70, 98 viral marketing, using blogs for, 264 virtual assistants, 108 virtual communities, 93 virtual meetings, 70, 98, 111 virtual office, 92 virtual organizations, 37, 257 virtual reality, 261 virtual teams, 37, 98 virtualization, 593–594 virus protection, 108, 237 visual, key, 539, 540 visual aids, 165 visual communication, 278–283 visual literacy, 279, 304 visual media, 154, 156, 277–303 Visual Slide Revolution, The, 555 visual symbolism, 279, 304 visuals benefits of, 534 checklist for creating, 307 for concepts and ideas, 285, 292–294 creating, 295 design of, 280–281 digital technology for, 279 distortion of, 74, 281, 282 ethical aspects of, 281–283 five C’s of, 284 integrating into text, 295–297 numbering of, 486 pacing of, 296 placement of, 296, 485 for presenting data, 285–294 producing, 295–298 proofing of, 297 purpose of, 284 referring to, 296, 486 selecting, 284, 285 titles for, 485 with international audience, 511 see also presentation visuals vocal characteristics as nonverbal communication, 102 in oral presentations, 524 voice mail, 106–107 voice recognition, 156 voice technologies, 70 voice, active vs passive, 182, 183, 658 volunteering, 41 w want ads, responding to, 594, 595 wardrobe, business, 105 warm-up, in job interviews, 611 wearable technology, 65, 233 wearables, haptic technologies for, 212 web accessibility, 126 Web Accessibility Initiative, 390 web-based meetings, 70, 98 701 web directories, 417, 429 Webby Award, 337 webcasts, 511 webinars, 98, 512, 528 webpages compositional modes for, 232 localization of, 244 search engines and, 417 websites, 230 collaborative writing for, 92 content for, 240–244 design of, 213, 243–244 for employment portfolios, 42 job, 565 for mobile devices, 156 mobile-friendly, 65–66, 233 one-page, 241 organization for, 240-145 posting résumés to, 583 see also Internet; search engines well/good, 661 whistle-blowing, 351, 365 white papers, 443 white space, 213, 220 on mobile devices, 216 in reports, 487 on résumés, 580 whiteboards, 535 virtual, 98 who/whom, 655 wide angle framing, 301 wikis, 71, 92, 111, 230–231 philosophy of, 269 three-stage process for, 269 win-win strategy, 89 wireframes, 242 women roles in other cultures, 123 in workforce, 125–126 word choice, 183–187 in logical arguments, 386 word division, 673 word processing, source documentation tools in, 420 word-of-mouth communication, 254 word-of-mouth marketing, 264 words abstract vs concrete, 184–185, 652 correct use of, 184 denotative vs connotative, 184, 278–279 effective, 184 familiar, 185, 186 frequently confused, 674–675 www.freebookslides.com 702 subject index frequently misspelled, 676–677 frequently misused, 675–676 long, 210, 211 positive, 344, 345 powerful, 185–186 transitional, 190, 677 unnecessary, 210, 211 work, attitudes about, 123 work experience, on résumé, 571, 575 work plan, 439–440 for proposals, 471 work products, 42 workflow, document, 92 workforce ability differences in, 126 diversity in, 119 generational differences in, 124–125 women in, 125–126 Workforce Management, 563 workforce management, using mobile devices for, 159 working interviews, 602, 619 workplace changing, 37–38 etiquette in, 104–105 religion in, 126 Works Cited, 493, 641, 644–645 Works Consulted, 641 workspaces, shared, 70, 92–93, 110 writer’s block, 184 Writer’s Handbook, The, 189 writing, collaborative, 91–94 writing stage, 146, 147, 173–194 for business blogs, 265 checklist for, 194 for email messages, 235–237 for instant messages, 239 for marketing and sales messages, 392 for negative messages, 344 for oral presentations, 515–520 for persuasive messages, 381, 389, 392 for podcasts, 244 for reports and proposals, 464–471 for résumés, 572–577 written media, 154–155 x xenophobia, 121, 138 XY diagram, 290, 304 y yardstick approach, to organizing reports, 447, 448–449, 459 you, when not to use, 174 “you” attitude, 57–58, 80, 174–175 plain language and, 182 in proposals, 470 in reports, 464 in sales and marketing messages, 394 YouTube, 72, 231 channels on, 259 GoPro on, 278 user-generated content on, 261 z ZIP codes, 635 zoom capability, 300 zooming, with Prezi, 512, 513 ... Changing Business Communication ●■ Teaching Business Communication and Workplace Issues ●■ Teaching Business Communication and Interpersonal Communication ●■ Teaching Business Presentations in a Business. .. Microsoft ●● ●● This page intentionally left blank Business Communication Today Fourteenth Edition Global Edition Courtland L Bovée Professor of Business CommuniCaTion C allen Paul DisTinguisheD Chair... Business Communication Course ●■ Teaching Business Communication and Employment ●■ Teaching Visual Communication in a Business Communication Course ●■ Exclusive Teaching Resources for Business Communication