Module 6: Communicating Electronically (emails, social media etc)

Question 1

What to know about e-commerce

Answer 1

Once posted, it is there forever!
Not private or formal, do not email about big or serious news
Emotions do not carry over, have heightened audience awareness

Question 2

When to use email

Answer 2

Email is standard organizational practice.

Your audience expects or prefers it.

Email is the optimum tool for your message.

Question 3

Electronic messages lack all the subtle symbols

Answer 3

Facial expressions, gestures, tone, posture, use of space—we use to negotiate meaning. And, of course, electronic messages are permanent.

Question 4

E-messages work best for simple, direct, and emotionally neutral conversations.

Answer 4

Effective communicators do not send or post sensitive material, nor do they negotiate via emails, texting, or social media.

Question 5

heightened audience awareness

Answer 5

Electronic messages do not convey the same symbols talking in person does so you need to be extra aware of your response

Question 6

Writing an email

Answer 6

1) Start with a salutation (hello, dear,)

Question 7

Subject line

Answer 7

Write your subject line last, and make it effective. The ideal subject line sums up your email; however, you don’t know what you’re going to say until you’ve said it

Question 8

What Subject Lines Do I Use for Emails?

Answer 8

Use subject lines that are concise and relevant.

Question 9

Subject lines for bad information emails

Answer 9

If your message gives bad news to your reader, write a neutral subject line that orients your reader to the topic.

Question 10

EOM

Answer 10

“EOM” (end of message)

Question 11

When Do I Use Attachments?

Answer 11

A business letter or report

A long text document

A text document with extensive formatting

A non-text file (e.g., Prezi slides, HTML file, spreadsheet)

Question 12

Letters vs memos

Answer 12

Letters are for those outside the business

Memos are for those within the business

Question 13

Writing a letter

Answer 13

See Module 6, page 116

Question 14

Social media, blogging, communicating internally

Answer 14

Module 6, page 121

Question 15

What Should I Know About Content and Tone?

Answer 15

Use PAIBOC analysis: Communicate to meet your audience’s needs and your purposes.

Question 16

Remember to

Answer 16

Deliver sensitive messages in person whenever possible. Because of the limitations of electronic media, negative and persuasive messages (reprimands, negotiations) are more efficiently delivered face to face. The important nuances added through non-verbal communication speak volumes and can save time and energy. If you must deliver negative information electronically, write so that it’s easy for readers to understand and act on the information quickly.

Question 17

Tips for online communicating

Answer 17

• Never send or post angry messages
• Send people only messages they need
• Avoid clichés such as “Enclosed please find” and “Please don’t hesitate to call,” as you would in any messages.
• Send cards, rather than emails, to express condolences and appreciation for hospitality.
• Before you hit Send, assume your email will appear on the front pages of the national newspaper, because it very well could.
• Avoid using full caps; use mixed case in subject lines and full caps only if you have to emphasize a word or two

Question 18

Modifiers

Answer 18

words or phrases that give more information about parts of a sentence. For instance, an adjective is a modifier that usually describes a noun (top performer), and an adverb modifies a verb (performs brilliantly).