BA105W Chapters 6-9

Blog Best Practices: Eight Tips for Master Bloggers

As with any public writing, your posts will be scrutinized; therefore, you want to make the best impression. Your blog posts can benefit from the journalistic pattern shown in Figure 7.12 by emphasizing the big news up front, supported with specifics and background information 1)Craft a Catchy but Concise title. the headline is what draws online readers to even open your post. Some will be intriguing questions or promises. Online writers often use numbers to structure their posts. 2)Ace the Opening paragraph. The lead must deliver on the promise of the headline. Identify a need and propose to solve the problem. Ask a relevant question. Say something startling. Tell an anecdote or use an analogy to connect with the reader. 3)provide Details in the body. Mind the So what? and What's in it for me? questions. Use vivid examples, quotations and testimonials, or statistics. Structure the body with numbers, bullets, and subheadings. Use expressive action verbs 4)Consider visuals. Add visual interest with relevant images and diagrams. Keep para- graphs short and use plenty of white space around them. Aim to make the look simple and easy to scan. 5)Include Calls to action. Call on readers in the title to do something or provide a take- away and gentle nudge at the end. 6)edit and proofread. Follow the revision tips in Chapter 6 of this book. Cut any unneeded words, sentences, and irrelevant ideas. Fix awkward, wordy, and repetitious sentences. Edit and proofread as if your life depended on it. Your reputation might. The best blogs are error free. 7)respond to posts respectfully. Build a positive image online by posting compelling comments on other bloggers' posts. Politely and promptly reply to comments on your site. 8)Learn From the best. Visit the blogs of Seth Godin, Chris Brogan, Guy Kawasaki, Bill Marriott, and others. See what you can adopt and make work for yourself.

Direct Claims and Complaints

claims written as letters are taken more seriously than telephone calls or e-mails. Letters also more convincingly establish a record of what happened. Some business communicators opt for letters they can either fax or attach to e-mail messages.

When to Use the Direct Strategy

-When the bad news is not damaging -When receiver may overlook the bad news -When the organization or receiver prefers directness -When firmness is necessary

Workplace Messaging and Texting

IM enables two or more individuals to use the Internet or an intranet (an internal corporate communication platform) to "chat" in real time by exchanging brief text-based messages. Companies large and small now provide live online chats with customer-service representatives during business hours, in addition to the usual contact options, such as telephone and e-mail.

guidelines for responding to Online posts

Social media experts say that not every comment on the Web merits a response. They recommend responding to posts only when you can add value—for example, by correcting false information or providing customer service.

Impact of Instant Messaging and Texting

Text messaging and IM are convenient alternatives to the telephone and are replacing e-mail for short internal communication. Sixty-four percent of business professionals use IM.

Keeping the Indirect Strategy Ethical

"People must believe the reasons why before they will listen to the details of what and when."18 In using the indirect strategy, your motives are not to deceive the reader or to hide the news. Rather, your goal is to be a compas- sionate, yet effective communicator.

Chapter 7

Short workplace messages and digital media

Showing Confidence in the Closing

End positively by expressing confidence that the problem has been resolved and that continued business relations will result. You might mention the product in a favorable light, suggest a new product, express your appreciation for the customer's business, or anticipate future busi- ness. It's often appropriate to refer to the desire to be of service and to satisfy customers. Notice how the following closings illustrate a positive, confident tone

What to watch for in proofreading

1. Spelling( 2. Grammar 3. Punctuation 4. Names and Numbers 5. Format

Instruction Messages

A message that describes how to complete a task.

Opening Indirect Messages With a Buffer

The buffer should be relevant and concise and provide a natural transition to the explanation that follows . However, in many cultures softening bad news is appreciated. Following are various buffer possibilities

Analyzing Negative-News Strategies

To successfully convey bad news, writers must carefully consider the audience, purpose, and context. d applying the direct strategy to positive messages. We suggested using the indirect strategy when the audience might be unwilling, uninterested, displeased, disappointed, or hostile. In this chapter we expand on that advice and suggest additional considerations that can help you decide which strategy to use.

eliminating flabby expressions

As you revise, focus on eliminating flabby expressions. This takes conscious effort. For example, notice the flabbiness in this sentence: Due to the fact that sales are booming, profits are good. It could be said more concisely: Because sales are booming, profits are good. Many flabby expressions can be shortened to one concise word as shown here and illustrated

revising a Message Delivering instructions.

It is more helpful to tell readers what they should do. Finally, Neil's first memo closed with a threat instead of showing readers how this new practice will help them.

providing Details

The body of a message that requests information or action provides necessary details. the quality of the information obtained from a request depends on the clarity of the inquiry. If you analyze your needs, organize your ideas, and frame your request logically, you are likely to receive a meaningful answer that doesn't require a follow-up message. Whenever possible, focus on benefits to the reader To improve readability, itemize appropriate information in bulleted or numbered lists.

research, Organization, and Composition.

In Phase 2 (drafting), you will gather information and brainstorm for ideas. Jot down all the reasons you have that explain the bad news. In composing any negative message, conduct research if necessary to help you explain what went wrong and why a decision or action is necessary.

Drafting Professional E-Mails

Professional e-mails are quite different from messages you may send to friends. Instead of casual words tossed off in haste, professional e-mails are well-considered messages that involve all three stages of the writing process. They have compelling subject lines, appropriate greetings, well-organized bodies, and complete closing information. The most important part of an e-mail is its subject line. Avoid meaningless statements such as Help, Important, or Meeting. Summarize the purpose of the message clearly and make the receiver want to open the message. include a greeting. To help receivers see the beginning of a message and to help them recognize whether they are the primary or secondary receiver, include a greeting. The greeting sets the tone for the message and reflects your audience analysis Organize the body for readability and tone. In the revision phase, ask your- self how you could make your message more readable. Did you start directly? Did you group similar topics together? Could some information be presented with bulleted or numbered lists? Close effectively. At the end of your message, include an action statement with due dates and requests. Although complimentary closes are unnecessary, you might include a friendly closing such as Many thanks or Warm regards. Do include your name because messages without names become confusing when forwarded or when they are part of a long string of responses.

Recognize proofreading problem areas, and apply effective techniques to catch mistakes in both routine and complex documents.

Proofreaders must be especially alert to spelling, grammar, punctuation, names, numbers, and document format. Routine documents may be proofread immediately after completion. They may be read line by line on the computer screen or, better yet, from a printed draft copy. More complex documents, however, should be proofread after a breather. To do a good job, you should read from a printed copy, allow adequate time, reduce your reading speed, and read the document at least three times—for word meanings, for grammar and mechanics, and for formatting.

Navigating the Information Glut With RSS Feeds

Really simple syndication, RSS for short, is a time-saver, allowing users to monitor many news sources in one convenient spot and receive targeted, personalized news. RSS, a way to receive custom-tailored information from hundreds of sources, is a data file format capable of transmitting changing Web content.

Evaluating the Effectiveness of Your Message

Remember that everything you write, whether for yourself or someone else, takes the place of a personal appearance. Evaluate what you have written to be certain that it attracts the reader's attention. Is it polished and clear enough to convince the reader that you are worth listening to? How successful will this message be? Does it say what you want it to? Will it achieve your purpose? How will you know whether it succeeds?

Preparing Digital-Age E-Mail Messages and Memos

Similarly, in the workplace new devices and technologies are transforming the way we exchange information and conduct business. Ever more data are stored on and accessed from remote networks, not individual computers this storing and accessing of data along with software applications in remote networks, the "cloud," is called cloud computing. In many businesses desktop computers, once the mainstay of the office, are becoming obsolete. They're being replaced with ever-smaller laptops, smartphones, tablets, and other amazingly compact and powerful mobile devices

Address business uses of social networking and the benefits of RSS feeds.

Social networking sites such as Facebook and Twitter allow firms to share company news; exchange ideas; and connect with customers, employees, other stakeholders, and the public at large. Companies boost their brand recognition, troubleshoot customer problems, use crowd- sourcing to engage customers, and participate in established social networks or by creating their own in-house communities . The downsides of social media at work are productivity losses, legal liability, leaking of trade secrets, and angry Internet users. Keep safe by sharing only information that you would openly discuss in the office. Be sure to activate your privacy options. Don't post questionable content. Really simple syndication allows users to navigate the huge resources on the Internet. RSS feeds are time-savers because they allow businesspeople to monitor many news sources in one convenient online location.

Blogging for business

The biggest advantage of business blogs is that they potentially reach a far-flung, vast audience . A blog is a website with journal entries on any imaginable topic usually written by one person, although most corporate blogs feature multiple contributors. Typically, readers leave comments. Businesses use blogs to keep customers, employees, and the public at large informed and to interact with them Marketing firms and their clients are looking closely at blogs because blogs can invite spontaneous consumer feedback faster and more cheaply than such staples of consumer research as focus groups and surveys Online Communities. Like Twitter, which can draw a loyal core following to businesses and brands, company blogs can attract a devoted community of participants. Such followers want to keep informed about company events, product updates, and other news. In turn, those enthusiasts can contribute new ideas internal Communication and recruiting. Blogs can be used to keep virtual teams on track and share updates on the road. Members in remote locations can stay in touch by smart- phone and other devices, exchanging text, images, sound, and video clips. Blogs can create a sense of community and stimulate employee participation. Blogs mirror the company culture and present an invaluable opportunity for job candi- dates to size up a potential employer and the people working there.

Best Practices for Instant Messaging and Texting

The effectiveness of short messaging for marketing is impressive if the appeal is done right. Aside from digital marketing, instant messaging and texting can save time and simplify communication with coworkers and customers. Before using IM or text messaging on the job, be sure you have permission. ▪▪ Adhere to company policies at all times: netiquette rules, code of conduct, ethics guide- lines, as well as harassment and discrimination policies. ▪▪ Don't use IM or text messages to disclose sensitive information: financial, company, customer, employee, or executive data. ▪▪ Steer clear of harassment and discriminatory content against classes protected by law (race, color, religion, sex, sexual orientation, national origin, age, and disability) ▪▪ Be vigilant about the appropriateness of photos, videos, and art that you link to or forward. ▪▪ As with e-mail, don't say anything that would damage your reputation or that of your organization. ▪▪ Don't text or IM while driving a car. Pull over if you must read or send a message. ▪▪ Organize your contact lists to separate business contacts from family and friends. ▪▪ Avoid unnecessary chitchat, and know when to say goodbye. If personal messaging is allowed, keep it to a minimum. ▪▪ Keep your presence status up-to-date so that people trying to reach you don't waste their time. Make yourself unavailable when you need to meet a deadline. ▪▪Beware ofjargon,slang,and abbreviations, which, although they may reduce keystrokes,can be confusing and appear unprofessional. ▪▪ Use good grammar and proper spelling.

Four Main Uses for Business Wikis

The global wiki For companies with a global reach, a wiki is an ideal tool for information sharing between headquarters and satellite offices. Far-flung team members can easily edit their work and provide input to the home office and each other The wiki knowledge base Teams or departments use wikis to collect and disseminate information to large audiences creating a database for knowledge management. For example, human resources managers may update employee policies, make announcements, and convey information about benefits. Wikis for meetings Wikis can facilitate feedback from employees before and after meetings and serve as repositories of meeting minutes. In fact, wikis may replace some meetings, yet still keep a project on track. Wikis for project management Wikis offer a highly interactive environment for project information with easy access and user input. All participants have the same information, templates, and documentation readily available

Benefits of IM and Texting

The major attraction of instant messaging is real-time communication with colleagues anywhere in the world Group online chat capabilities in enterprise-grade IM applications allow coworkers on far-flung project teams to communicate instantly. The popular Skype, the voice over Internet protocol powerhouse, is but one of many providers for small business and the general public The immediacy of instant and text messaging has created many fans. A user knows right away whether a message was delivered. Messaging avoids phone tag and eliminates the downtime associated with personal telephone conversations. Another benefit includes "presence functionality." Coworkers can locate each other online, thus avoiding wild goose chases hunting someone who is out of the office. Many people consider instant messaging and texting productivity boosters because they enable users to get answers quickly and allow multitasking.

Text Messaging and Business Etiquette

Timing ▪ Don't text when calling would be inappropriate and rude, for example, at a performance, a restaurant, in a meeting,or a moviet heater. ▪ Don't text or answer your phone during a face-to-face conversation. If others use their cell phones while talking to you, you may excuse yourself until they stop. Introducing ▪Identify yourself when texting a new contact who doesn't have your phone number: "Hi—it's Erica (Office World). Your desk has arrived. Please call 877-322-8989." Addressing ▪Check that you are texting to the correct phone number to avoid embarrassment. If you receive a message by mistake, alert the sender. No need to respond to the message itself. ▪Avoid sending confidential, private, or potentially embarrassing texts. Someone might see your text at the recipient's end or the message might be sent to an unintended recipient. Expressing ▪Don't use text messages to notify others of sad news, sensitive business matters, or urgent meetings, unless you wish to set up a phone call about that subject. Responding ▪Don't expect an instant reply. As with e-mail, we don't know when the recipient will read the message

improve clarity in business messages by keeping the ideas simple, dumping trite business phrases, dropping clichés, avoiding slang and buzzwords, rescuing buried verbs, and controlling exuberance.

To be sure your messages are clear, apply the KISS formula: Keep It Short and Simple. Avoid foggy, indirect, and pompous language. Do not include trite busi- ness phrases (as per your request, enclosed please find, pursuant to your request), clichés (better than new, beyond a shadow of a doubt, easier said than done), slang (snarky, lousy, bombed), and buzzwords (optimize, paradigm shift, incentivize). Also avoid burying nouns (to conduct an inves- tigation rather than to investigate, to perform an analysis rather than to analyze). Converting a verb into a noun lengthens the sentence, saps the force of the verb, and muddies the message. Finally, do not overuse intensifiers that show exuberance (totally, actually, very, definitely). These words can emphasize and strengthen meaning, but overusing them makes your messages sound unbusinesslike.

Responding to Customer Comments Online

We live in an age when vocal individuals can start a firestorm of criticism online or become powerful brand ambassadors who champion certain products. Therefore, businesses must listen to social media comments about themselves and, if necessary, respond. You may ask, how do companies know when to respond, and in what ways? This invaluable knowledge is an evolving field and, some would say, a minefield, littered with disastrous missteps and missed opportunities.

Enhancing Readability Through Document Design

Well-designed documents improve your messages in two important ways. First, they enhance readability and comprehension. Second, they make readers think you are a well-organized and intelligent person Significant design techniques to improve readability include the appropriate use of white space, margins, typefaces, numbered and bulleted lists, and headings for visual impact.

Enhance readability by understanding document design including the use of white space, margins, typefaces, fonts, numbered and bulleted lists, and headings

Well-designed messages enhance readability and comprehension. The most readable messages have ample white space, appropriate side margins, and ragged-right (not justified) margins. Serif typefaces (fonts with small features at the ends of strokes, such as Times New Roman, Century, and Palatino) are often used for body text. Sans serif typefaces (clean fonts without small features, such as Arial, Helvetica, and Tahoma) are often used for headings and signs. Numbered and bulleted lists provide high "skim value" in messages. Headings add visual impact and aid readability in business messages as well as in reports.

Create adjustment messages that salvage customers' trust and promote further business.

When a company grants a customer's claim, it is called an adjustment. An adjustment message has three goals: (a) rectifying the wrong, if one exists; (b) regaining the confidence of the customer; and (c) promoting further business. The opening immediately grants the claim without sounding grudging. To regain the confidence of the customer, the body may explain what went wrong and how the problem will be rectified. However, the writer may strive to avoid accepting responsibility for any problems. The closing expresses appreciation, extends thanks for past busi- ness, refers to a desire to be of service, and may mention a new product. If an apology is offered, it should be presented early and briefly.

Prepare contemporary messages that make direct claims and voice complaints, including those posted online.

When a customer writes to identify a wrong and request a correction, the message is called a claim. A direct claim is one to which the receiver is expected to readily agree. A well- written claim begins by describing the problem clearly or telling what action is to be taken. The body of the claim explains and justifies the request without anger or emotion. The closing summarizes the request or action to be taken. It includes an end date, if appropriate, and courteously looks forward to continued business if the problem is resolved. Copies of relevant documents should be enclosed. Take your complaint online only after exhausting all other options with the business in question. Keep your post concise and clean. Focus on your objective and be prepared to support the facts.

Creating Request Messages

When you write messages that request information or action and you think your request will be received positively, start with the main idea first. The most emphatic positions in a message are the opening and closing. Readers tend to look at them first. The first sentence of an information request is usually a question or a polite command. It should not be an explanation or justification, unless resistance to the request is expected. When the information or action requested is likely to be forthcoming, immediately tell the reader what you want. If several questions must be asked, you have two choices You can ask the most important question first, or you can begin with a summary statement, such as "Please answer the following questions about providing meeting rooms and accommodations for 250 people from September 23 through September 26." Avoid beginning with "Will you please . . . . " Although such a statement sounds like a question, it is actually a disguised command. Because you expect an action rather than a reply, you should punctuate this polite command with a period instead of a question mark. To avoid having to choose between a period and a question mark, just omit Will you and start with Please answer.

Opening a Claim With a Clear Statement

When you, as a customer, have a legitimate claim, you can expect a positive response from a company. Smart businesses want to hear from their customers. They know that retaining a customer is far less costly than recruiting a new customer. a clear statement of the action you want. You might expect a replacement, a refund, a new product, credit to your account, correction of a billing error, free repairs, free inspection, or cancellation of an order. When the remedy is less obvious, you might ask for a change in policy or procedure or simply for an explanation

How to proofread complex documents

_Print a copy, preferably double spaced -set it aside and take a breather - allow adequate time for careful proofing -expect errors and congratulate yourself when you can find them -read the message at least time- once for meaning and once for grammar and mechanics -reduce your reading and focus on the individual words rather than ideas For documents that must be perfect, enlist a proofreading buddy. Have someone read the message aloud. Spell names and difficult words, note capitalization, and read punctuation. ▪▪ Use the standard proofreading marks shown in Appendix D to indicate changes. Many of us struggle with proofreading our own writing because we are seeing the same information over and over. We tend to see what we expect to see as our eyes race over the words without looking at each one carefully. We tend to know what is coming next and glide over it. To change the appearance of what you are reading, you might print it on a different colored paper or change the font. If you are proofing on screen, enlarge the page view or change the background color of the screen

Applying the 3-x-3 Writing Process

analysis, anticipation, and adaptation. In Phase 1 When you have bad news to convey, one of your first considerations is how that message will affect its receiver. If the disappointment will be mild, announce it directly. Choose words that show that you respect the reader as a responsible, valuable person. Select the best channel to deliver the bad news. In many negative situations, you will be dealing with a customer. If your goal is retaining the goodwill of a customer, a letter on company stationery will be more impressive than an e-mail.

Replying efficiently with down-editing

down-editing. This involves inserting your responses to parts of the incoming message. After a courteous opening, your reply message will include only the parts of the incoming message to which you are responding. the down- edited reply reduces confusion, saves writing and reading time, and makes you look super savvy.

The final phase of the 3-x-3 writing process

focuses on editing, proofreading, and evaluating. many similar business people—realize that bright ideas are worth little unless they can be communicated effectively to fellow workers and to management. In the communication process, the techniques of revision can often mean the difference between the acceptance or rejection of ideas. some experts recommend devoting about half the total writing time to the third phase of the writing process Whether you revise immediately or after a break, you will want to examine your message critically. You should be especially concerned with ways to improve its conciseness, clarity, and readability.

Understanding business Letters.

in certain situations letters are still the preferred channel of communication for delivering messages outside an organization. Such letters go to suppliers, government agencies, other businesses, and, most important, customers. Business letters are necessary when the situation calls for a permanent record. Business letters deliver contracts, explain terms, exchange ideas, negotiate agreements, answer vendor questions, and maintain customer relations. Business letters are confidential. They are less likely than electronic media to be inter- cepted, misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients business letters presented on company stationery carry a sense of formality and importance not possible with e-mail. They look important, business letters deliver persuasive, well-considered messages. Letters can persuade people to change their actions, adopt new beliefs, make donations, contribute their time, and try new products.

Making Podcasts and Wikis Work for Business

in the digital age, empowered by Web 2.0 interactivity, individuals wield enormous influ- ence because they can potentially reach huge audiences. Far from being passive consumers, today's Internet users have the power to create Web content; interact with businesses and each other; review products, self-publish, or blog; contribute to wikis; or tag and share images and other files. Businesses often rightly fear the wrath of disgruntled employees and customers, or they curry favor with influential plugged-in opinion leaders, the so-called influencers The democratization of the Web has meant that in the online world, Internet users can bypass gatekeepers who filter content in the traditional print and visual media. Hence, even extreme views often reach audiences of thousands or even millions. The dangers are obvious. Fact checking often falls by the wayside, buzz may become more important than truth, and a single keystroke can make or destroy a reputation. This section addresses prudent business uses of podcasts and wikis because you are likely to encounter these and other electronic communication tools on the job.

Similarities in Memos and e-Mails

memos have much in common with e-mails. Both usually carry nonsensitive information that may be organized directly with the main idea first. E-mails and memos both generally close with (a) action information, dates, or deadlines; (b) a summary of the message; or (c) a closing thought.

Writing Concisely for Microblogging on Social Media Networks

micro- blogging consists of short messages exchanged on social media networks such as Twitter, Facebook, and Tumblr. When they hear complaints, they can respond immediately and often solve customer problems. Companies are also using microblogging to make announcements, promote goodwill, and sell their product Regardless of the microblogging network, conciseness is critical. Your messages must be short—without straying too far from conventional spelling, grammar, and punctuation. When you are microblogging, (a) include only main ideas, (b) choose descriptive but short words, (c) personalize your message if possible, and (d) be prepared to write several versions striving for conciseness, clarity, and, yes, even correctness. It's like playing a game: can you get your message across in only 140 characters?

Taking Time to Revise: Applying Phase 3 of the Writing Process

sending quickie but sloppy business messages not only fails to enhance productivity but also often produces the opposite result. Those quickie messages can be confusing and frus- trating. They often set into motion a maddening ping-pong series of back-and-forth queries and responses seeking clarification. To avoid messages that waste time, create confusion, and reduce your credibility, take time to slow down and revise—even for short messages.

Understand e-mail and the professional standards for its usage, structure, and format in the digital-era workplace.

the exchange of information in organizations today is increasingly electronic and mobile although office workers still send paper-based messages when they need a permanent record; wish to maintain confidentiality; and need to convey formal, long, and important messages. E-mail is still the lifeblood of businesses today, but instant messaging is gaining popularity. Direct (nonsensitive) e-mails and memos begin with a subject line that summarizes the central idea. The opening repeats that idea and amplifies it. The body explains and provides more information. The closing includes (a) action information, dates, and deadlines; (b) a summary; and/or (c) a closing thought. Skilled e-mail writers take advantage of down-editing. After deleting all unnecessary parts of the sender's message, they insert their responses to the remaining parts of the incoming message. Careful e-mail users write concisely and don't send anything they wouldn't want published.

Typical Request, Response, and Instruction Messages

the majority of your business messages will involve routine requests and responses to requests, which are organized directly. Requests and replies may take the form of e-mails, memos, letters, or social media posts.

Avoiding Legal Liability in Conveying Negative News

we should be alert to three causes of legal difficulties: (a) abusive language, (b) careless language, and (c) the good-guy syndrome. abusive Language. Defamation is the legal term for any false statement that harms an individual's reputation. When the abusive language is written, it is called libel; when spoken, it is slander. To be actionable (likely to result in a lawsuit), abusive language must be (a) false, (b) damaging to one's good name, and (c) "published"—that is, written or spoken within the presence of others Careless Language- As the marketplace becomes increasingly litigious, we must be certain that our words communicate only what we intend. the good-guy Syndrome.

Making Your Message Clear

• A clear message is one that is understood easily and immediately. • Simplicity makes ideas powerful. • Conciseness improves clarity. three techniques can improve the clarity of your writing: applying the KISS formula (Keep It Short and Simple), dumping trite business phrases, and avoiding clichés and slang

Limiting Long Lead-Ins

• Avoid unnecessary introductory words. • "I am sending you this email to announce that we have hired a new manager" can be trimmed to "we have hired a new manager" (Wordy) We are sending this announcement to let everyone know that we expect to change Internet service providers within six weeks. (concise) We expect to change Internet service providers within six weeks. (wordy) This is to inform you that you may find lower airfares at our website. (concise) You may find lower airfares at our website. (Wordy) I am writing this letter because Professor Jim Dubinsky suggested that your organi- zation was hiring trainees. (concise) Professor Jim Dubinsky suggested that your organization was hiring trainees.

Purging Empty Words

• Be alert for empty words that may be expendable. • Words like case, degree, the fact that, factor, instance, nature, quality. (Phrase with empty words) She chose a career in a field that was analytical in nature. (Revised) [: She chose a career that was analytical :] (empty words) Student writing in that class is excellent in quality. (revised) Student writing in that class is excellent. Also avoid saying the obvious. In the following examples, notice how many unnecessary words we can omit through revision: When it arrived, I cashed your check immediately. (Announcing the check's arrival is unnecessary. That fact is assumed in its cashing.) Look carefully at clauses beginning with that, which, and who. They can often be shortened without loss of clarity. Search for phrases such as it appears that. These phrases often can be reduced to a single adjective or adverb, such as apparently. "All employees who are among those completing the course will be reimbursed' =All employees completing the courses will be reimbursed

General Guidelines: The Five Ss

• Be selfless. Discuss the receiver, not the sender. • Be specific. Instead of generic statements (You did a good job), include special details (Your marketing strategy to target key customers proved to be outstanding). • Be sincere. Show your honest feelings with conversa- tional, unpretentious language (We are all very proud of your award). • Be spontaneous. Strive to make the message natural, fresh, and direct. Avoid canned phrases (If I may be of service, please do not hesitate . . .). • Keep the message short. Remember that, although they may be as long as needed, most goodwill messages are fairly short

Tips for Submitting Claims

• Begin with a compliment, point of agreement, statement of the problem, brief review of action you have taken to resolve the problem, or clear statement of the action you want taken. • Prove that your claim is valid; explain why the receiver is responsible. • Enclose document copies supporting your claim. • Appeal to the receiver's fairness, ethics, legal responsibilities, or desire for return business. • Avoid sounding angry, emotional, or irrational. • Close by restating what you want done and looking forward to future business.

Rejecting Redundancies

• Expressions that repeat meaning or include unnecessary words are redundant. Unexpected surprise is like saying surprise surprise. • "absolutely essential" trimmed to essential. Example absolutely essential = essential adequate enough = adequate basic fundamentals = fundamentals or basics big in size = big

Communicating Negative News Effectively

• Negative news must be presented in a way that is aware of the reception of the audience, provides an explanation, and is indirect and passive. This is the best possible way to convey a negative message. The bad feelings associated with disappointing news can generally be reduced if the receiver (a) knows the reasons for the rejection, (b) feels that the news was revealed sensi- tively, and (c) believes the matter was treated seriously and fairly.

Writing Direct Requests and Response

• Open by stating the main idea. To elicit information, ask a question or issue a polite command (Please answer the following questions . . .). • 2) Explain and justify the request. In the body arrange questions or information logically in parallel, balanced form. Clarify and substantiate your request. • Request action in the closing. Close a request by summarizing exactly what is to be done, including dates or deadlines. Express appreciation. Avoid clichés (Thank you for your cooperation, Thanking you in advance). Responding to Requests • Open directly. Immediately deliver the information the receiver wants. Avoid wordy, drawn-out openings (I have before me your request of August 5). When agreeing to a request, announce the good news immediately. • Supply additional information. In the body provide explanations and expand initial statements. For customer letters, promote products and the organization. • Conclude with a cordial statement. Refer to the information provided or its use. If further action is required, describe the procedures and give specifics. Avoid clichés (If you have questions, please do not hesitate to let me know

keep it short and simple

• Resist urge to show off, your goal is to express, not impress the reader. Use KISS formula, use active-voice sentences that avoid indirect, pompous language. (wordy and unclear) Employees have not been made sufficiently aware of the potentially adverse conse- quences regarding the use of these perilous chemicals. (improved) Warn your employees about these dangerous chemicals.

Avoiding Slang and Buzzwords

• Slang is composed of informal words with arbitrary and extravagantly changed meanings. • Buzzwords are technical expressions that have become fashionable and often are meant to impress rather than express. Business buzzwords include empty terms such as optimize, incentivize, innovative, leveraging, right-size, and paradigm shift. Countless businesses today use vague rhetoric such as cost effective, positioned to perform, solutions-oriented, and value-added services with end-to-end fulfillment

Dumping Trite Business Phrases

• To sound "businesslike" avoid old and stale expressions used over the years. Use new and original ways to sound fresher. • "as per your request" as you request. as per your request = as you request pursuant to your request = at your request enclosed please find= enclosed is every effort will be made= we'll try in accordance with your wishes =as you wish in receipt of= have received please do not hesitate to = please

Controlling Exuberance

• Words such as very, definitely, quite, completely, extremely, really, actually, and totally can emphasize and strengthen your meaning. • Avoid overuse as it sounds unbusinesslike. Excessive Exuberance: The manufacturer was extremely upset to learn that its smartphones were definitely being counterfeited. Businesslike: The manufacturer was upset to learn that its smartphones were being counterfeited.

Using Sensitive Language in Adjustment Messages

▪▪ Don't use negative words. ▪▪ Don't blame customers—even when they may be at fault. ▪▪ Don't blame individuals or departments within your organization; it's unprofessional. ▪▪ Don't make unrealistic promises; you can't guarantee that the situation will never recur. To regain the confidence of your reader, consider including resale information. Describe a product's features and any special applications that might appeal to the reader. Promote a new product if it seems appropriate.

how businesses Use Social networks.

(A) Adopting the Facebook Model. Indeed, other companies too have found that the Facebook model can be adapted to internal networks, many of which run on the Chatter enterprise social networking platform. For one thing, staff members already intuitively understand how a corporate social network operates because they are familiar with Facebook. (B) Connecting Far-Flung Workers. Because social networks are about connections, they also enable companies to match up dispersed employees and their skills as needed, especially when managers in different divisions don't know each other. (C) Crowdsourcing Customers. Social networks and blogs also help companies to invite customer input at the product-design stage. Experts predict that social media will become as important for the economy as mobile phones and cloud computing:

Creating a Professional Blog

(A) Identify your audience. As with any type of communication, you must know your audience to decide what to write to get people to read your blog. Will your blog stand out? Is it interesting? (B)Identify your audience. As with any type of communication, you must know your audience to decide what to write to get people to read your blog. Will your blog stand out? Is it interesting? (C) Craft your message. Showcase your expertise and insights. Offer a fresh, unique perspective on subjects your audience cares about. Your writing should be intriguing and sincere (D)Pick the right keywords. Emphasize potential search terms to rise to the top of search listings. An import business might stress the keywords import, China, trade, and industry-specific terms (toys). (E)Work the blogroll. Provide links to other quality blogs relevant to your business or industry to boost traffic. Chances are those bloggers will link back to you, and their readers too may visit your blog. (F) Blog often. Provide fresh content regularly. Stay current. Stale informations puts off visitors. Post short, concise messages, but do so often (H)Monitor traffic. If traffic slows, experiment with new topics while staying with your core business and expertise. Monitor the effectiveness of your hosting site in increasing your blog's visibility to search engines.

Collaborating With Wikis

, a wiki is a Web-based tool that employs easy-to-use collaborative software to allow multiple users collectively to create, access, and modify documents. First, wikis capitalize on crowdsourcing, which can be defined as the practice of tapping into the combined knowledge of a large commu- nity to solve problems and complete assignments Second, working on the same content jointly eliminates the infamous problem of version confusion. Most wikis store all changes and intermediate versions of files, so that users can return to a previous stage if necessary

Editing, Proofreading, and Evaluating

-Eliminate flabby expressions. Strive to reduce wordy phrases to single words (as a general rule becomes generally; at this point in time becomes now). • Avoid opening fillers and long lead-ins. Revise sentences so that they don't start with fillers (there is, there are, it is, it was) and long lead-ins (this is to inform you that). • Shun redundancies. Eliminate words that repeat meanings, such as refer back. Watch for repetitious adjec- tives, adverbs, and phrases • Tighten your writing. Check phrases that include case, degree, the fact that, factor, and other words and phrases that unnecessarily increase wordiness. Avoid saying the obvious. • Write concisely for microblogging. Keep your messages short without sacrificing proper spelling, grammar, and punctuation. • Keep the message simple. Express ideas directly. Don't show off or use fancy language • Avoid trite business phrases. Keep your writing fresh, direct, and contemporary by skipping such expressions as enclosed please find and pursuant to your request. • Don't use clichés or slang. Avoid expressions that are overused and unclear (below the belt, shoot from the hip). Don't use slang, which is not only unprofessional but also often unclear to a wide audience. • Rescue buried verbs. Keep your writing vigorous by not converting verbs to nouns (analyze not make an analysis of). • Control exuberance. Avoid overusing intensifiers such as really, very, definitely, quite, completely, extremely, actually, and totally. • Improve readability through document design. Use bullets, lists, headings, capital letters, underlining, boldface, italics, and blank space to spotlight ideas and organize them. • Proofread for correctness. Check spelling, grammar, and punctuation. Compare names and numbers with their sources. Double-check the format to be sure you have been consistent. • Evaluate your final product. Will your message achieve its purpose? Could it be improved? How will you know whether it is successful?

Guidelines for Safe Social Networking

-Establish boundaries. Don't share information, images, and media online that you would not be comfortable sharing openly in the office. -Distrust privacy settings. Even privacy settings don't guarantee complete protection from prying eyes. Facebook has repeatedly come under fire for changing privacy settings and opening unwitting user's profiles for the world to see. -Rein in your friends. One of your 500 Facebook friends may tag you in an inappropriate photograph. Tags make pictures searchable, so that an embarrassing college incident may resurface years later. Always ask before tagging someone. -Beware "friending." Don't reject friend requests from some coworkers while accepting them from others. Snubbed workers may harbor ill feelings. Don't friend your boss unless he or she friends you first. Send friend requests only once. -Expect the unexpected. Recruiters now routinely check applicants' online presence. Some employers have gone so far as to demand that candidates disclose their Facebook login information. Facebook and lawmakers have criticized the practice.

How to proofread routine documents

-For reading messages on screen **Use the down arrow to reveal one line at a time **Read from a printed copy, to be safer -In general **Look for typos, misspellings, and easily confused words **Study the document for inconsistencies and ambiguous expressions **Look for factual errors

When to Use the Indirect Strategy

-When the bad news is personally upsetting -When the bad news will provoke a hostile reaction -When the bad news threatens the customer relationship -When the bad news is unexpected . The direct method saves time and is preferred by some who consider it more professional and even more ethical than the indirect method. Others think that revealing bad news slowly and indirectly shows sensitivity to the receiver.

Writing Interoffice Memos

. Although e-mail has largely replaced memos, you may still be called on to use the memo format in specific instances. Memos are necessary for important internal messages that (a) are too long for e-mail, (b) require a permanent record, (c) demand formality, or (d) inform employees who may not have access to e-mail. Within organizations, memos deliver changes in procedures, official instructions, and reports the memo format is particularly necessary for complex internal messages that are too long for e-mail Memos seem to function better as permanent records than e-mail messages because the latter may be difficult to locate and may contain a trail of confusing replies.

Understanding Margins and Text Alignment

. Business letters and memos usually have side margins of 1 to 1.5 inches. Nearly all text in Western cultures is aligned at the left and reads from left to right. The right margin may be either justified or ragged right. The text in books, magazines, and other long works is often justified on the left and right for a formal appearance.

Business Podcasts or Webcasts

. Webcasting for audio and vcasting for video content would be more accurate. Podcasts can extend from short clips of a few minutes to 30-minute or longer digital files. Most are recorded, but some are live. Naturally, large video files gobble up a lot of memory, so they tend to be streamed on a website rather than downloaded. how Organizations Use podcasts -using podcasts as part of its social media strategy to show transparency. Podcasts are also common in education. Students can access instructors' lectures, interviews, sporting events, and other content Delivering and accessing podcasts. -Businesses have embraced podcasting for audio and video messages that do not require a live presence yet offer a friendly human face. HR policies can also be presented in the form of podcasts for unlimited viewing on demand. Podcasts are featured on media websites and company portals or shared on blogs and social networking sites, often with links to YouTube and Vimeo. They can usually be streamed or downloaded as media files. business podcasts include short commercial segments. Podcasting is far from being a huge Internet phenomenon: in a Pew survey, 21 percent of Internet users stated they had downloaded a podcast to listen to or view later, yet only 3 percent stated that they did so daily.

Responding to Requests

1. Open directly. 2. Supply additional information and explanations. 3. Conclude with cordial statement. In the first sentence of a direct reply e-mail, deliver the information the reader wants. Avoid wordy, drawn-out openings

Controlling Your Inbox

1. check emails at set times such as first thing in the morning and again after lunch or at 4 p.m. 2. "two minute" rule If you can read and respond to a message within two minutes, then take care of it immediately. For messages that require more time, add them to your to-do list or schedule them on your calendar. To be polite, send a quick note telling the sender when you plan to respond.

Choosing Appropriate Typefaces

A type- face defines the shape of text characters. For most business messages, however, you should choose from serif or sans serif categories. Serif typefaces have small features at the ends of strokes. The most common serif type- face is Times New Roman. Other popular serif typefaces are Century, Georgia, and Palatino.Serif typefaces suggest tradition, maturity, and formality. They are frequently used for body text in business messages and longer documents. Because books, newspapers, and magazines favor serif typefaces, readers are familiar with them Sans serif typefaces include Arial, Calibri, Gothic, Tahoma, Helvetica, and Univers. These clean characters are widely used for headings, signs, and material that does not require continuous reading. Web designers often prefer sans serif typefaces for simple, pure pages. For longer documents, however, sans serif typefaces may seem colder and less accessible than familiar serif typefaces

Explaining and Justifying a Claim

Avoid becoming angry or trying to fix blame. Bear in mind that the person reading your message is seldom responsible for the problem. state the facts logically, objectively, and unemotionally; let the reader decide on the causes. If you choose to send a letter by postal mail, include copies of all pertinent documents such as invoices, sales slips, catalog descrip- tions, and repair records.

Responding to Customers Online

Be positive. • Respond in a friendly, upbeat, yet professional tone. • Correct mistakes politely. • Do not argue, insult, or blame others. Be transparent. • State your name and position with the business. • Personalize and humanize your business. Be honest. • Own up to problems and mistakes. • Inform customers when and how you will improve the situation. Be timely. • Respond in less than 24 hours. Be helpful. • Point users to valuable information on your website or other approved websites. • Follow up with users when new information is available.

Explain workplace instant messaging and texting as well as their liabilities and best practices.

Because they are fast, discreet, and inexpensive, instant messaging (IM) and text messaging have become increasingly relevant for businesses in communicating with customers, employees, and suppliers. Risks include productivity loss, leaked trade secrets, and legal liability from workers' improper use of digital media. Businesses also fear fraud, malware, and spam. Best practices include following company policies, avoiding sensitive information, not forwarding inappropriate links and other digital content, and using correct grammar and spelling. When texting, businesspeople should consider the proper timing, address their messages to the correct person, and identify themselves to the recipient. They should not use texting for sensitive news or expect an instant reply.

Describe how businesses use blogs to connect with internal and external audiences, and list best practices for professional blogging

Blogs help businesses to keep customers, employees, and suppliers informed and to receive feedback. Online communities can form around blogs. Companies employ blogs for public relations and crisis communication, market research and viral marketing, internal communication, and recruiting. To create a professional blog, writers first identify their audience, choose a hosting site, craft their message, pick the right keywords, link to other bloggers to boost interest in their own sites, blog often, and monitor traffic to their posts.

Tapping Into Social Networks

Business interest in social networking sites is not surprising if we consider that 83 percent of millennials, also called Generation Y, regularly socialize and chat online Predictably, businesses are trying to adapt and tap the vast potential of social networking. Almost 60 percent of the Fortune 500 companies are now on Facebook, and 62 percent have corporate Twitter accounts. Google leads with 5.8 million Twitter followers, with Starbucks coming in second (3.7 million), and Whole Foods Market in third place (3.4 million)

Identify professional applications of podcasts and wikis, and describe guidelines for their use.

Business podcasts are digital audio or video files ranging from short clips to long media files. Any applications that do not require a human presence (e.g., certain training videos) lend themselves to podcast recordings that users can stream or download on demand. Wikis enable far flung team members to share information and build a knowledge base, and can be used to replace meetings, manage projects, and document projects large and small.

Dropping Clichés

Clichés are expressions that have become exhausted by overuse. Many cannot be explained, especially to those who are new to our culture Clichés Examples: below the belt last but not least better than new make a bundle beyond a shadow of a doubt pass with flying colors easier said than done quick as a flash exception to the rule shoot from the hip fill the bill stand your ground first and foremost think outside the box good to go true to form

Chapter 6 Learning Objective #1 complete business messages by revising for conciseness, which includes eliminating flabby expressions, long lead-ins, there is/are and it is/was fillers, redundancies, and empty words, as well as condensing for microblogging.

Concise messages make their points using the least number of words. Revising for conciseness involves eliminating flabby expressions (as a general rule, at a later date, at this point in time). Concise writing also excludes opening fillers (there is, there are), redundancies (basic essentials), and empty words (in the case of, the fact that). Conciseness is especially important in revising microblogging messages as short as 140 characters.

E-Mail: Love It or Hate It—But It's Not Going Away

Critics say that e-mail is outdated, inefficient, and slowly dying. They complain that it takes too much time, increases stress, and leaves a dangerous "paper" trail most business messages are still sent by e-mail Typical businesspeople spend at least two hours a day—perhaps much more—writing and replying to e-mail.

Risks of IM and Texting

Despite their popularity among workers, some organizations forbid employees to use instant and text messaging for a number of reasons. Employers consider instant messaging yet another distraction in addition to the telephone, e-mail, and the web Some organizations also fear that employees using free consumer-grade instant messaging systems will reveal privileged information and company records. -Liability Burden. A worker's improper use of mobile devices while on company business can expose the organization to staggering legal liability Organizations are fighting back to raise awareness and diminish liability. They are insti- tuting detailed digital-age e-policies, offering formal employee training, and using technology tools such as monitoring, filtering, and blocking. -Security and Legal Requirements Companies also worry about phishing (fraudulent schemes), viruses, malware (malicious software programs), and spim (IM spam). Like e-mail, instant and text messages as well as all other electronic records are subject to discovery (disclosure); that is, they can become evidence in lawsuits. Wall Street regulatory agen- cies NASD, SEC, and NYSE require that IM exchanged between brokers and clients be retained for three years, much like e-mail and printed documents. Moreover, companies fear instant messaging and texting because the services necessitate that businesses track and store messaging conversations to comply with legal requirements. This task may be overwhelming. Finally, IM and texting have been implicated in inappropriate uses such as bullying and the notorious sexting.

Knowing When E-Mail Is Appropriate

E-mail is appropriate for short, informal messages that request information and respond to inquiries. It is especially effective for messages to multiple receivers and messages that must be archived (saved). An e-mail is also appropriate as a cover document when sending longer attachments. E-mail, however, is not a substitute for face-to-face conversations or telephone calls. adamant about using face-to-face contact, rather than e-mail, for critical work situations such as human resources annual reviews, discipline, and promotions

employing white space

Empty space on a page is called white space. A page crammed full of text or graphics appears busy, cluttered, and unreadable. To increase white space, use headings, bulleted or numbered lists, and effective margins Remember that short sentences (20 or fewer words) and short paragraphs (eight or fewer printed lines) improve readability and comprehension.

Evaluate a message to judge its effectiveness

Encourage feedback from the receiver so that you can determine whether your communication achieved its goal. Try to welcome any advice from your instructor on how to improve your writing skills. Both techniques help you evaluate the effectiveness of a message.

Concluding a Claim With an Action Request

End a claim message with a courteous statement that promotes goodwill and summarizes your action request. If appropriate, include an end date Finally, in making claims, act promptly. Delaying claims makes them appear less important. Delayed claims are also more difficult to verify. By taking the time to put your claim in writing, you indicate your seriousness. A written claim starts a record of the problem, should later action be necessary. Be sure to save a copy of your message whether paper or electronic.

how businesses Use Wikis

Enterprises using wikis usually store their internal data on an intranet, a private network. serves as an easy-to-navigate, efficient central repository of company information, complete with hyperlinks and keywords pointing to related subjects and media.

Guidelines for Writing Online Reviews and Complaints

Establish your credibility • Zero in on your objective and make your comment as concise as possible. • Focus only on the facts and be able to support them. Check posting rules • Understand what's allowed by reading the terms and conditions on the site. • Keep your complaint clean, polite, and to the point. Provide balanced reviews • To be fair, offset criticism with positives to show that you are a legitimate consumer. • Suggest improvements even in glowing reviews; all-out gushing is suspicious and not helpful. Consider the Web's permanence • Know that your review may be posted indefinitely, even if you change your mind and modify a post later. Embrace transparency • Be open; even anonymous comments can be tracked down. Privacy policies do not protect writers from subpoenas. Accept offers to help • Reply if a business offers to help or discuss the problem; update your original post as necessary. Refuse payment for favorable critiques • Never accept payment to change your opinion or your account of the facts. • Comply with requests for a review if you are a satisfied customer.

Capitalizing on Type Fonts and Sizes

Font refers to a specific style (such as italic) within a typeface family (such as Times New Roman) Font styles are a mechanical means of adding emphasis to your words. Boldface, italics, and underlining are effective for calling attention to important points and terms. Be cautious, however, when using fancy or an excessive number of font styles. Don't use them if they will confuse, annoy, or delay readers. During the revision process, think about type size. Readers are generally most comfortable with 10- to 12-point type for body text. Smaller type enables you to fit more words into a space. Tiny type, however, makes text look dense and unappealing. Slightly larger type makes material more readable. Overly large type (14 points or more) looks amateurish and out of place for body text in business messages. Larger type, however, is appropriate for headings.

Adding Headings for Visual Impact

Headings are an effective tool for highlighting information and improving readability. They encourage the writer to group similar material together. Headings help the reader separate major ideas from details. They enable a busy reader to skim familiar or less important information. They also provide a quick preview or review. One of the best document design techniques in this message is the use of headings and bullets to help the reader see chunks of information in similar groups. All of these improvements are made in the revision process. You can make any message more readable by applying the document design techniques presented here.

Phase 1: Analysis, Anticipation, and Adaptation

In Phase 1, prewriting, you will need to spend some time analyzing your task. Too often, writers start a message without enough preparation. As you begin the writing process, ask yourself these important questions: 1)Do I really need to write this e-mail, memo, or letter? A phone call, an IM inquiry, or a quick visit to a nearby coworker might solve the problem—and save the time some written messages are needed to provide a permanent record or to develop a thoughtful plan 2) Why am I writing? Know why you are writing and what you hope to achieve. This will help you recognize what the important points are and where to place them. 3)How will the reader react? Visualize the reader and the effect your message will have. Imagine that you are sitting and talking with your reader. 1.Avoid speaking bluntly 2.failing to explain, 3.ignoring your reader's needs. Shape the message to benefit the reader. Remember that e-mails may very well be forwarded to someone else and that ill- conceived social media posts can trigger very public reactions 4)What channel should I use? It's tempting to use e-mail for much of your correspon- dence. However, a phone call or face-to-face visit is a better channel choice if you need to (a) convey enthusiasm, warmth, or another emotion; (b) supply a context; or (c) smooth over disagreements. A business letter is better when the matter requires (a) a permanent record, (b) confidentiality, or (c) formality. A social media response is needed to reply to certain public posts whenever time is of the essence. 5) How can I save my reader's time? Think of ways that you can make your message easier to comprehend at a glance. Use bullets, asterisks, lists, headings, and white space to improve readability.

Phase 2: Research, Organization, and Drafting

In Phase 2, drafting, you will first want to check the files, gather documentation, and prepare your message. Make an outline of the points you wish to cover. For longer documents that require formal research, use the outlining techniques discussed Instead, group related information into paragraphs, preferably short ones. Paragraphs separated by white space look inviting. Be sure that each paragraph includes a topic sentence backed up by details and evidence. If you bury your main point in the middle of a paragraph, the reader may miss it

editing, proofreading, and evaluating

In Phase 3 (revising), you will read over your message carefully to ensure that it says what you intend In bad-news messages, the tone is especially important. Readers are more likely to accept negative messages if the tone is friendly and respectful. Even when the bad news can't be changed, its effect can be reduced somewhat by the way it is presented. Finally, eval- uate your message. Is it too blunt? Too subtle? Have you delivered the bad news clearly but professionally?

Why People Complain About E-Mail

In addition to the complaints about confusing and poorly written e-mails, many people are overwhelmed with too many messages. Some of those messages are unneces- sary, such as those that merely confirm receipt of a message or ones that express thanks. Others blame e-mail for eliminating the distinction between work life and home life. They feel an urgency to be available 24/7 and respond immediately. l other e-mail senders fail to recognize how dangerous e-mail can be. After deletion, e-mail files still leave trails on servers within and outside organizations. Messages are also backed up on other servers, making them traceable and recoverable by forensic experts. Long-forgotten messages may turn up in court cases as damaging evidence. Even writers with nothing to hide should be concerned about what may come back to haunt them Estimates suggest that as many as a quarter of bosses have fired an employee for an e-mail violation. Despite its dark side, e-mail has many advantages and remains a prime communica- tion channel. Therefore, it's to your advantage to learn when and how to use it efficiently and safely.

Compose direct messages that make requests, respond to inquiries online and offline, and deliver step-by-step instructions.

In direct messages requesting information or action, the opening immediately states the purpose of the message. The body explains and justifies the request. If many questions are asked, they should be expressed in parallel form and balanced grammatically. The closing tells the reader courteously what to do and shows appreciation. In a message that replies directly and complies with a request, a subject line may identify previous correspondence, and the opening immediately delivers the good news . The body explains and provides additional information. The closing is cordial and personalized. If action is necessary, the ending tells the reader how to proceed and gives helpful details. When writing messages that explain instructions, (a) divide the instructions into steps, (b) list each step in the order in which it is to be carried out, (c) arrange the items vertically with bullets or numbers, and (d) begin each step with an action verb using the imperative (command) mood. Messages that give instructions should not sound dictatorial. When businesses respond online, they strive to be positive, transparent, honest, timely, and helpful.

Dropping Unnecessary there is/are and it is/was Fillers

In many sentences the expressions there is/are and it is/was function as unnecessary fillers. In addition to taking up space, these fillers delay getting to the point of the sentence. (wordy) There are more women than men enrolled in college today. (concise) More women than men are enrolled in college today. (Wordy) There is an aggregator that collects and organizes blogs. (concise) An aggregator collects and organizes blogs. (wordy) It was a Facebook post that revealed the news. (concise) A Facebook post revealed the news

Closing With appreciation and a Call for action

In the closing of your message, tell the reader courteously what is to be done. If a date is important, set an end date to take action and explain why. You can save the readers' time by spelling out the action to be taken. Avoid other overused endings such as Thank you for your cooperation (trite), Thank you in advance for . . . (trite and presumptuous), and If you have any questions, do not hesitate to call me (suggests that you didn't make yourself clear). Showing appreciation is always appropriate, but try to do so in a fresh and efficient manner.

Chapter 8:Positive Messages and the Writing Process

In the workplace most messages are positive or neutral and, therefore, direct. Positive messages are routine and straightforward; they help workers in organizations conduct everyday business. e-mail and social media are used to communicate within organizations as well as with outside audiences In this book we divide business messages into three content areas: (a) positive messages communicating straightforward requests, replies, and goodwill, (b) negative messages delivering refusals and bad news, covered in Chapter 9 ; and (c) persuasive messages, including sales pitches, covered in Chapter 10.

Revealing Good News Up Front in an Adjustment Message

Instead of beginning with a review of what went wrong, present the good news in an adjustment message immediately If you decide to comply with a customer's claim, let the receiver know immediately. Don't begin your letter with a negative statement In announcing that you will make an adjustment, do so without a grudging tone—even if you have reservations about whether the claim is legitimate. Once you decide to comply with the customer's request, do so happily. Avoid halfhearted or reluctant responses

Technology Behind Instant Messaging and Texting

Many large companies provide enterprise-grade IM secured by a firewall. However, smaller companies and most of us might use a free public IM service, called a client, such as AOL Instant Messenger, Google Talk, Windows Live Messenger, and Yahoo Messenger. Typically, IM communication is exchanged between two computers that are linked by servers.

Direct Claim, Complaint, and Adjustment Messages

Messages That Make Claims and Voice Complaints • Begin directly with the purpose. Present a clear statement of the problem or the action requested such as a refund, a replacement, credit, an explanation, or the correction of an error. Add a compliment if you have been pleased in other respects • Explain objectively. In the body tell the specifics of the claim. Consider reminding the receiver of ethical and legal responsibilities, fairness, and a desire for return busi- ness. Provide copies of necessary documents. • Conclude by requesting action. Include an end date, if important. Add a pleasant, forward-looking state- ment. Keep a copy of the message. • Exercise good judgment. Online postings are permanent. Make your comments concise and focus on on the facts. Respect posting rules and be polite. Provide balanced reviews. Shun anonymity. Messages That Make Adjustments • Open with approval. Comply with the customer's claim immediately. Avoid sounding grudging or reluctant. • In the body win back the customer's confi- dence. Explain the cause of the problem, or describe your ongoing efforts to avoid such difficulties. Apologize if you feel that you should, but do so early and briefly. Avoid negative words, accusations, and unrealistic promises. Consider including resale and sales promotion information. • Close positively. Express appreciation to the customer for writing, extend thanks for past business, anticipate continued patronage, refer to your desire to be of service, and/or mention a new product if it seems appropriate.

Write special messages that convey kindness and goodwill.

Messages that deliver thanks, praise, or sympathy should be selfless, specific, sincere, spontaneous, and short. Gift thank- yous should identify the gift, tell why you appreciate it, and explain how you will use it. Favor thank-yous should tell, without gushing, what the favor means to you. Expressions of sympathy should mention the loss tactfully; recognize good qualities in the deceased (in the case of a death); offer assistance; and conclude on a positive, reassuring note.

Adjustment Messages

Most businesses make adjustments promptly: they replace merchandise, refund money, extend discounts, send coupons, and repair goods. Businesses make favorable adjustments to legitimate claims for two reasons. First, consumers are protected by contractual and tort law for recovery of damages Second, and more obviously, most organizations genuinely want to satisfy their customers and retain their business. In responding to customer claims, you must first decide whether to grant the claim. You have three goals in adjustment messages: ▪▪ Rectifying the wrong, if one exists ▪▪ Regaining the confidence of the customer ▪▪ Promoting further business

Proofreading to Catch Errors

Once you have the message in its final form, it's time to proofread. Don't proof- read earlier because you may waste time checking items that eventually are changed or omitted. When you finish a first draft, plan for a cooling-off period. Put the document aside and return to it after a break, preferably after 24 hours or longer. Proofreading is especially difficult because most of us read what we thought we wrote. That's why it's important to look for specific problem areas

Numbering and Bulleting Lists for Quick Comprehension

One of the best ways to ensure rapid comprehension of ideas is through the use of numbered or bulleted lists. Lists provide high "skim value." This means that readers can browse quickly and grasp main ideas By breaking up complex information into smaller chunks, lists improve readability, understanding, and retention. They also force the writer to organize ideas and write efficiently. Numbered lists: Use for items that represent a sequence or reflect a numbering system. ▪▪ Bulleted lists: Use to highlight items that don't necessarily show a chronology. ▪▪Capitalization: Capitalize the initial word of each line. ▪▪ Punctuation: Add end punctuation only if the listed items are complete sentences. ▪▪ Parallelism: Make all the lines consistent; for example, start each with a verb. The bulleted list does not show a sequence of ideas; therefore, bullets are appropriate. Also notice the parallelism in each example. In the numbered list, each item begins with a verb.

potential risks of Social networks for businesses

Online public social networks hold great promise for businesses while also presenting some risk. Most managers want plugged-in employees with strong tech skills. They like to imagine their workers as brand ambassadors. They fantasize about their products becoming overnight sensations thanks to viral marketing. However, they also fret about incurring productivity losses, compromising trade secrets, attracting the wrath of huge Internet audiences, and facing embarrassment over inappropriate and damaging employee posts.

Phase 3: Editing, Proofreading, and Evaluating

Phase 3, revising, involves putting the final touches on your message. Careful and caring writers ask themselves the following questions: 1) Is the message clear? Viewed from the receiver's perspective, are the ideas clear? Did you use plain English? If the message is passed on to others, will they need further explanation? *Consider having a colleague critique your message if it is an important one. 2) Is the message correct? Are the sentences complete and punctuated properly? Did you overlook any typos or misspelled words? Remember to use your spell-checker and grammar-checker to proofread your message before sending it. 3) Did you plan for feedback? How will you know whether this message is successful? You can improve feedback by asking questions (such as Are you comfortable with these suggestions? or What do you think?). *Remember to make it easy for the receiver to respond 4)Will this message achieve its purpose? The last step in the 3-x-3 writing process is evaluating the product.

Web 2.0 social networking sites

Popular social networking sites such as Facebook and Twitter are used by businesses for similar reasons and in much the same way as podcasts, blogs, and wikis. Social networking sites enable businesses to connect with customers and employees, share company news, and exchange ideas.

Understand the channels through which typical positive messages travel in the digital era—e-mails, memos, and business letters—and apply the 3-x-3 writing process.

Positive messages—whether e-mails, interoffice memos, or business letters— can be straightforward and direct because they carry nonsensitive, routine information. In applying Phase 1 of the writing process for positive messages, you should determine your purpose, visualize the audience, and anticipate the reaction of the reader to your message. In Phase 2 you should collect information, make an outline of the points to cover, and write the first draft. In Phase 3 you should edit for clarity, proofread for correctness, and look for ways to promote "skim value." Finally, you should decide whether the message accomplishes its goal. Business letters are necessary when a perma- nent record is required; when confidentiality is critical; when formality and sensitivity are essen- tial; and when a persuasive, well-considered presentation is important. Business letters written on company stationery often use block style with all lines starting at the left margin.

Conveying Negative News

Prewrite • Decide whether to use the direct or indirect strategy. If the bad news is minor and will not upset the receiver, open directly. If the message is personally damaging and will upset the receiver, consider techniques to reduce its pain. • Think through the reasons for the bad news. • Remember that your primary goal is to make the receiver understand and accept the bad news as well as to maintain a positive image of you and your organization. Plan the Opening • In the indirect strategy, start with a buffer. Pay a compli- ment to the reader, show appreciation for something done, or mention some mutual understanding. Avoid raising false hopes or thanking the reader for something you will refuse. • In the direct strategy, begin with a straightforward state- ment of the bad news. Provide Reasons in the Body • Except in credit and job refusals, explain the reasons for the negative message. • In customer mishaps, clarify what went wrong, what you are doing to resolve the problem, and how you will prevent it from happening again. Chapter 9: Negative Messages • Use objective, nonjudgmental, and nondiscriminatory language. • Avoid negativity (e.g., words such as unfortunately, unwilling, and impossible) and potentially damaging statements. • Show how your decision is fair and perhaps benefits the reader or others, if possible

Using Social networking Sites and Keeping Your job.

Privacy is a myth, and sensitive information should not be shared lightly, least of all risqué photographs. Furthermore, refusing "friend" requests or "unfriending" individuals could jeopardize professional relationships

Rescuing Buried Verbs

Buried verbs are those that are needlessly converted to wordy noun expressions This happens when verbs such as acquire, establish, and develop are made into nouns such as acquisition, establishment, and development Sometimes called zombie nouns because they cannibalize and suck the life out of active verbs, these nouns increase sentence length, slow the reader, and muddy the thought. perform an analysis of = Analyze engage in the preparation of=Prepare give consideration to=consider

embracing Customer Comments.

Customer reviews online are opportunities for savvy businesses to improve their products or services and may serve as a free and efficient crowdsourced quality-control system.

Tightening Your Message by Revising for Conciseness

concise messages save reading time and, thus, money messages that are written directly and efficiently are easier to read and comprehend In the revision process, look for shorter ways to say what you mean. Your writing will be more concise if you eliminate flabby expressions, drop unnecessary introductory words, get rid of redundancies, and purge empty words.