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Arts and Humanities
Terms in this set (110)
-a website where one connects with those sharing personal or professional interests
-A network that allows people to communicate and interact from anywhere in the world in real time. For example Facebook, LinkedIn, Google + or MySpace.
A system for sending and receiving messages electronically over a computer network.primary medium for most companies although its been replaced by social networks, instant messages, blogging and wikis.
faster & simpler alternative to email. computer based Instant Messages usage now rivals emails in many companies. Instant Messaging offers greater speed than email.
its simpler to operate, has no unwanted messages or security privacy problems.
-Online communication that allows two or more participants to communicate in real time
Involvement of members of the community in decision making and planning for meeting their needs.
cell phone communication that involves typing a message on cell phone screen and sending it like an e-mail. used in marketing & sales , electronic coupons, customer service text msgs used as back channel during meetings and presentations like AHEM
blogging and microblogging
ability to update content quickly and easily makes blogs a natural medium when communicators need to get messages out in a hurry. Twitter is used widely in business from research collaborations to customer service.
pod casting vidcasts or vod casts
___________ is a digital media file that is distributed over the Internet using syndication feeds for playback on personal computers and portable media players.
businesses are now using podcasts to replace supplement conference calls & training courses.
rich powerful medium quality videos- can be useful for research interviews, location surveys and product demonstrations. most business communication is via electronic means.
situations which you should use printed messages over electronic alternatives.
1. when you want to make a formal impression
2. when legally required to provide information in printed form.3. when you want to stand out from flood of electronic messages. 4. when you need a permanent unchangeable secure record
-make a formal impression
-stand out from e messages
-follow legal requirements
-offer security and permanance
human side of electronic communication
keep emotions in check when you compose E-mail messages; flaming can damage relationships and your reputation.all users share the responsibility for network and information security.
communicates in the simplest ways, no opportunity for audience feedback and msgs aren't personalized. use lean media to send routine msgs or send info that does not require significant explanation.Media that are least capable of facilitating understanding among communicators
rich media ( to humanize)
Content that is more complex than simple text. The term can refer to images, animation, audio, and video.
online ads. unique feature of being interactive. drop down menus, built in games, search engines.
_____ refers to sophisticated, interactive Web advertising, usually employing sound and video
advantages of electronic msgs
deliver messages quickly, it reaches geographical dispersed audiences, offers the persuasive power of multimedia formats and can increase accessibility and openness in an organization.
disadvantages of electronic media
enable audience interaction through social media features, can be overused. privacy risks and concerns such as employee monitoring, confidential data exposure and accidental forwarding.(viruses, spyware and network breaches). creates productivity concerns, frequent interruptions from non biz usage.
human side of business communication
conflicts, emotions, security and privacy
compositional modes for electronic media
focus on principles of social media communication and fundamentals of planning, writing and completing messages rather than on specific details of any detail of any one medium or system.
com positional modes of electronic media
conversations, mimic spoken conversations, orientations, critiques & comments, summaries, reference materials, narratives, teasers, status updates and announcements and tutorials (how to vids make them clear, complete and logically organized).
UGC (user generated content)
created by the consumer in the form of blogs, opinions, advice and discussion boards.
web site designed to host forums, blogs & other reviewer submitted information allowing those seeking information to read the comments of other consumers prior to making their buying decisions.
business use of social networks
-recruiting and connection.
-location based networks.
creating compelling useful content
is key to leveraging the reach of social networks. post content daily
user generated content needs to be
compelling and easy to use
community question and answer
customers, public access and members only.
great way of building your personal brand).
creating effective email messages.
primary medium for many companies- Instant Messaging, blogs, micro blogs, social networks, shared work spaces are taking over specialized tasks that are better suited.
creating effective email messages
-E mail is still the most important business communication media, companies monitoring emails automatically for sensitive data manually by security staff. E mail hygiene.
purpose, audience and protocol .respect chain of command when sending email messages.
writing email messages subject lines & opening words.
Write biz emails in formal medium. subject line is most important part of the email message because it helps reader decide which messages to read. makes information compelling to capture audiences attention.
completing email messages
revising, proof reading, producing and distributing.
tips for effective email messages
specify what you want - replies deadlines. paraphrase requests to remind. avoid long complex messages. activate signature file - pastes your contact info. don't let unread messages pile up. don't over format. use return receipt only for critical messages,use acronyms sparingly.
creating effective instant messages & text messages
email disadvantages- viruses, spam, rampant overuse. IM is replacing email for internal communications.
Business range IM offer
basic chat, presence awareness- people available on their desks to see their messages-remote display of documents, video capabilities, remote control of other computers, automated news feeds from blogs to websites
rapid response, low cost, ability to mimic conversations, wide availability.
business IM concerns
-security issues- Viruses, network infiltration, private msgs intercepted by outsiders.
-user authentication correspondents logging in sites
- logging messages- for later review and archiving.
-incompatibility- unsolicited commercial msgs similar to spam.
-Spim messages-email spam
Three step process of successful IM
-planning for instant messages.
-writing instant messages.
-completing instant messages.
Instant Messages in the workplace
-for impromptu meetings .
-security concerns, be careful in sending personal msgs.
instant messaging don'ts
don't use IM for lengthy , complex messages. Don't use -IM for important meetings but for impromptu meetings if you can't verify everyone needed will be available.
instant message in the workplace
- avoid multiple IM conversations to avoid sending msgs to wrong people. follow security guidelines to keep company information safe from attack.
or weblog. business applications of blogs include a wide range of internal and external communication tasks. its an online journal that's much easier to personalize and update than a conventional website.
Good blogs pay close attention to
-personal style...corporate voice,impersonal & objective.
-authentic voice....personal style--emotional bond with bloggers
-delivering new information quickly
-choosing topics of peak interest to audiences
-encourage audience paticipation
Blogs in business/the way business use blogs
-project management- enhanced by mobile blogs.
-team communication .
-company news- chance for employees to raise questions.
-customer support- answer questions,offer tips and advice, inform customers about new products.
the way businesses use blogs.
-public relations & media relations.
employees & executives sharing company news.
-policy issue discussions-for discussing regulations.
-crisis communication-minute information, respond to rumors.
how businesses use blogs
-marketing research-to solicit feedback.
-brain storming-for ideas, building on others contributions.
business using blogs
-employee engagement/engaging employees.
-Viral marketing-links to other blogs & websites.
-traditional media-consistent content experts in a subject.
-community building- readers commenting,following.
-ideal for viral marketing. spreading promotional messages. before launching a blog, make sure you have a clear understanding of your target audience, the purpose of your blog and the scope of subjects you plan to cover.
-audience---large to justify time invested.
-purpose --something that can drive the content.
- Scope-- subject broad to offer to offer discussion.
Tips for effective business blogging
-have clear plan,
-make it about the audience and issues that are important to them,
-use authentic voice,
- link generously,
tips on effective business blogging
-keep it brief.
-don't do ballant product promotion.
-write compelling headlines & do grammar/spell check --respond to criticism openly and honestly, listen and learn.
-respect intellectual property, be scrupulously honest with facts.
A form of blogging using short messages, restricted to specific character counts, examples twitter.
private micro blogging systems for internal use only.
has social aspect and business uses.
business pod casts
process of recording audio or video files and distributing them online. not widely used as blogging and some other electronic media. it does offer a number of interesting possibilities for biz communication
Three step process for successful pod casting.
recording and distributing.
strategy for routine requests for positive messages
-state the request or main idea.
-give necessary details.
-close with a cordial request request for specific action.
3 parts of routine request
-an opening. - main idea.
-a body. - give details and justify your request.
-a close. - requesting specific action.
1. pay attention to tone - instead of send me blah, blah, blah, soften request , I would appreciate if ..
2. Assume that your audience will comply - generally make this assumptions
3. be specific - state precisely what you want
explaining and justifying your request
BODY OF MESSAGE.
- To explain requests, to make explanation smooth and have logical outgrowth of opening remarks. Ask questions that will help organize the messages and help your audience identify information you need.
when asking questions
ask the most important questions first,e.g how much will it cost to. Ask only relevant questions- Question has to be central to main request. Deal with one topic per question.
unusual complex requests
need to be broken down into individual specific questions
3 elements to close request messages
-a request for some specific action e.g relevant deadlines.
- information on how you can be reached. if not obvious.
-an expression of appreciation/goodwill e.g. please do this by this date/time---thank you
common examples of routine requests.
-asking for information or action.
-asking for recommendations.
asking for information or action
simple requests say:- what you want to know or what you want your readers to do. why you are making the request. why it may be in your readers interest to help you if applicable
for simple requests
a straightforward request gets the job done with minimum fuss. complex requests provide more extensive reasons and justifications for your request. adapt request to audience & situation with complex requests.
asking for recommendations
they vouch for one's ability, skills, integrity, character and fitness of job. requests can be organised using direct approach because they are routine.
always ask for permission before;
using someone as a reference. refresh the memory of any potential reference you haven't been in touch with in a while.
effective message requesting action
adapt to your audience.
planing effective message
analyze the situation.
select the right medium.
organize the information.
adapting to your audience
attitude, politeness, positive emphasis and bias free language. COMPOSING THE MESSAGE. respectful business like style, plain English, appropriate voice
completing effective requests
-revise the message.
-produce the message.
-proofread the message.
-distribute the message.
message requesting action that's effective
-reader will respond favorably, so be direct. use a polite, personal tone, don't demand response.
-justify the request or explain its importance.
-explain benefits of responding.
-close courteously with a request for a specific action.
use body of request to list
all information the recipient would need in order to write the recommendation,including full name and address of person to whom the letter should be sent.
close message with
-- expression of appreciation. when asking for recommendation--mention deadline.
-- enclose a stamped, pre addressed envelop as a convenience to the other party.
making claims and requesting adjustments.
in a claim letter:- explain the problem and give details.
-provide backup information.
-request specific information.
-document any claims you make with the company. send copies and keep the original documents.
if dissatisfied with company's product
--make a claim ( a formal complaint)
--request an adjustment (settlement of a claim). its important to maintain professional tone no matter how angry or frustrated one is
pointers for making claims
--praising some aspect of the product or explaining why you purchased it.
--present facts clearly, politely,honestly
--show confidence in readers sense of fairness,avoid sarcasm, threats,hostility & exaggeration.avoid any accusations you cannot support with facts. close request with specific action.
best way to write a clear openning
is to have a clear idea of what you want to say. embed any negative information in positive context. make sure audience members understand what to do next and how that action will benefit them.
closing and ending with courteous close.
shows you have audiences best interest by highlighting benefits of the audience or by expressing appreciation and goodwill. if followup action is required, state what's to be done next.
-answer all questions.
-leave a good impression.
main idea---clear and concise.
support--- details and tone.
benefit---benefits and goodwill.
routine replies to positive messages examples
- answers to requests for information and action.
-grants of claims and requests for adjustments.
-Good news announcements/goodwill messages.
answering requests for information or action
-direct approach appropriate if response to request is a simple yes or some straightforward information.
-used to handle repetitive queries quickly and consistently.
customized responses companies can develop
- can be printed on forms.
-word processor documents.
-blocks of instant messages that can be dropped into a message window with mouse click.
view every communication problem from customers as
-an opportunity to improve relationships unless you have a strong reason to believe otherwise. assume customer is right and start from there.
when answering for requests information/action
claims of adjustment
-follow company policy (legal and financial steps taken).
-assessment of fault- is company customer or a third party at fault.
responding to a claim when company is at fault
-acknowledge claim or complaint.
-sympathize with customer.
-take responsibility for the outcome.
-explain plan of action.
-work to repair the relationship.
-follow up on your response.
pointers for writing positive messages
initial statement of the good news or main idea.
-present good news first if message is mixed.
-avoid trite obvious messages.
-maintain an upbeat, courteous, reader-oriented tone.
-imply or express interest in the request.
-provide detail of the good news.
-list all necessary information in a logical order.
-adapt information to readers needs.
-indicate what you have done/what you will do.
-remind reader of benefits of doing business with your firm.
warm courteous close
-if further action by reader is needed-explain how to proceed.
-avoid cliches. e.g please please free to.
-offer additional services if appropriate.
-close with expression of goodwill/optimism for the future.
responding to a claim when customer is at fault
-communication is delicate when customer is at fault.
-weight cost of making adjustment against cost of losing future business from one or more customers.
granting customer's claims
-open with good news.
-pay attention to body to discourage repeated mistakes without insulting customer.
-Close in a courteous manner expressing customer's value for business.
pointers for granting customer claim
- open with good news.
-thank reader for writing.
- explain how you'll grant the claim.
-don't argue with reader's version of events.
-be objective, non vindictive & impersonal.
pointers for granting customer's claim
-apologize appropriately, in a non dramatic fashion.
-close by reminding the reader how claim is being honored.
- encourage favorable view of your company + its products.
-clarify any remaining actions a reader must take.
responding to a claim when third party is at fault
-depends on company's agreements with that of organizations.
-assess situation, know company's policy before handling situation.
-offer solution on how problem will be solved. don't play the blame game.
when providing recommendations and references
A successful recommendation letter contains:
1. candidates name.
2. your relationship with candidate.
3. comparative data of candidates potential with that of the peers.
when providing recommendations
4. position or other objective candidate is seeking.
5. overall evaluation of candidates suitability for the opportunity.
6. Facts & evidence relevant to candidates & opportunity.
creating informative messages
routine informative messages:- reminder notices and policy statements. use opening----to state purpose or inform and briefly mention the nature of information you are providing.
-not solicited by your reader.
-most informative messages are neutral & straightforward but some may require additional care.
Policy statements or procedural changes
may be good news for company, perhaps by saving money
when creating informative messages
1.state the purpose at the beginning & briefly mention the nature of the information you are providing.
2. provide necessary details
3. end with a courteous close
effective news realeases
pick newsworthy items.focus on subject. stress important ideas. keep statements brief. minimize verbal clutter. focus on specifics. exercise restraint.use industry standards
positive feeling that encourages people to maintain a business relationship. make sure compliments are both sincere and honest.
Online news releases
general purpose tool for communicating directly with customers and other audiences.
Direct to consumers news releases
unfiltered by media, u need to be speaking directly to them. newest twist on news releases is social media release which has several advantages over other traditional release.
advantages of social media releases
-bullet point content over narrative paragraphs.
-ability to include videos and other multimedia elements.
-social bookmaking buttons make it easy for people to help publicize their content.
positive feeling that encourages people to maintain a business relationship. e.g
-condolences and sympathy.
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