BC Test 3

Dull and indirect in passive voice

"The new procedure was developed by the operations team."

Lively and direct in active voice

"The operations team developed the new procedure."

More diplomatic in passive voice

"The shipment was lost"

Accusatory or self-congratulatory in active voice

"You lost the shipment."

Written/printed advantages

(1) Allow writers to plan and control their messages (2) Can reach geographically dispersed audiences (3) Offer a permanent, verifiable record (4) Minimize the distortion that can accompany oral communication (5) Can be used to avoid immediate interactions (6) Deemphasize any inappropriate emotional components (7) Give recipients time to process messages before responding.

A logical appeal uses one of three types of reasoning:

(1) Analogy; you reason from specific evidence to specific evidence, in effect "borrowing" from something familiar to explain something unfamiliar. (2) Induction; you work from a specific evidence to a general conclusion. (3) Deduction; you work from a generalization to a specific conclusion.

The best practices for writing reports to different audiences:

(1) Analyze the audiences who will be reading the document. (2) Analyze what the audience wants to know. (3) Analyze which audience is most important given the action you want. (4) Analyze the audience's expertise.

Tips for adapting the three-step process for successful IM:

(1) Be courteous. (2) Unless important make yourself unavailable when you need to focus on other work. (3) If you're not secure, don't send confidential info on IM. (4) Be careful sending personal messages. (5) Don't use IM for lengthy, complex messages.

Written/digital disadvantages

(1) Can be limited in terms of reach and capability (2) Require internet or mobile phone connectivity (3) Vulnerable to security and privacy problems (4) Are easy to overuse (5) Create privacy risks and concerns (6) Entail security risks (7) Create productivity concerns.

Visual/printed advantages

(1) Can convey complex ideas and relationships quickly (2) Often less intimidating than long blocks of text (3) Can reduce the burden on the audience to figure out how the pieces of the message or concept fit (4) Can be easy to create in spreadsheets and other software , then integrated with reports.

Oral/digital advantages

(1) Can provide opportunity for immediate feedback (live phone or online conversations) (2) Not restricted to participants in the same location (3) Allow time-shifted consumption (ex: podcasts).

Visual/printed disadvantages

(1) Can require artistic skills to design (2) Require some technical skill to to create (3) Can require more time to create than equivalent amount of text (4) Can be expensive to print.

Tips for giving presentations online:

(1) Consider sending preview study materials ahead of time. (2) Keep your presentation as simple as possible. (3) Ask for feedback as frequently as possible. (4) Consider the viewing experience from the audience members' point of view. (5) Allow plenty of time for everyone to get connected and familiar with the screen they're viewing.

Compositional Modes for Media Richness file:

(1) Conversation (2) Comments and Critiques (3) Orientations - Ability to help people find their way through an unfamiliar system (4) Summaries- Key points while skipping over details (Webpage) (5) Reference materials (6) Narrative- Historical story of how the company started (7) Teasers- promo codes (8) Satus updates and announcements- (9) Tutorials (10) Optimizing Content for Mobile Devices (11) Location based services- map-quest (12) Gamification (13) Augmented reality (14) Wearable technology (15) Mobile blogging (16) Mobile podcasting (17) Cloud based services (18) Backchannel

Tips for Effective Business Blogging:

(1) Don't blog without a clear plan. (2) Post frequently. (3) Make it about your audience and the issues important to them. (4)Write in an authentic voice. (5) Link generously, but carefully.

Handling Questions Responsively:

(1) Don't leave the question-and-answer period to chance: Anticipate potential questions and think through your answers. (2) If you don't have the complete answer to an important question, offer to provide it after the presentation. (3) If you ever face hostile questions, respond honestly and directly while keeping your cool.

Email etiquette tips:

(1) Don't send large files (including large attachments) without prior notice. (2) Proofread every message. (3) Respect other people's electronic space by sending messages only when necessary. (4) Respond to messages quickly. (5) Avoid overusing the label "urgent." (6) Be careful about using "reply all" button. (7) Remember that e-mail isn't always private.

How to organize content when "Focusing on Recommendations"

(1) Establish the need for action in the introduction by briefly describing the problem or opportunity. (2) Introduce the benefits that can be achieved if the recommendation is adopted, along with any potential risk. (3) List the steps required in order to achieve the benefits, using action verbs for emphasis. (4) Explain each step more fully, giving details of procedures, costs, and benefits; if necessary, also explain how risk can be minimized (5) Summarize your recommendations.

Delivery tips analysis:

(1) Estimate how many people will attend (2) Consider political, religious, professional affiliation. (3) Analyze the mix of men and women, ages, socioeconomic, and ethnic groups, occupations, and geographic regions represented.

Visual/digital advantages

(1) Generally all of the advantages of visual printed documents and all the advantages of written digital formats (2) Can personalize and enhance the experience for the audience members (3) Offer the persuasive power of multimedia formats, particularly video.

Written/digital advantages

(1) Generally, all of the advantages of written printed documents (2) Fast Delivery (3) Can reach geographically dispersed audiences (4) Flexibility of multiple formats and channels, from microblogs to wikis (5) Ability to link to related and in-depth information (6) flexibility to structure messages in creative ways (7) Can increase accessibility and openness in an organization through broader sharing (8) Enable audience interaction through social media features.

Embracing the Back Channel:

(1) Integrate social media into the presentation process. (2) Monitor and ask for feedback. (3) Review comments point by point to improve your presentation. (4) Automatically tweet key points from your presentation while you speak. (5) Establish expectations with the audience.

Oral/digital disadvantages

(1) Lack nonverbal cues other than voice inflections (2) Can be tedious to listen to if not audience-focused (recorded messages).

Maintaining High Ethical and Legal Standards: basic legal aspects of promotional communication

(1) Marketing and sales messages must be truthful and non-deceptive. (2) You must back up claims with evidence. (3) "Bait and switch" advertising is illegal. (4) Marketing messages and websites aimed at children are subject to special rules. (5) Marketing and sales messages are considered building contracts in many states. (6) In most cases, you can't use a person's name, photograph, or other identity without permission.

Written/printed disadvantages

(1) Offer limited opportunities for timely feedback (2) Lack the rich nonverbal cues other than voice inflections (3) Often take more time and more resources to create and distribute (4) Can require special skills in preparation and production if document is elaborate.

Visual/digital disadvantages

(1) Potential time, cost, and skills needed to create (2) Can require large amounts of bandwidth.

Oral/in-person advantages

(1) Provide opportunity for immediate feedback. (2) Easily resolve misunderstandings and negotiate meanings (3) Involve rich nonverbal cues (both physical gesture and vocal infection) (4) Allow you to help express emotion behind your message.

Tips for creating content for social media:

(1) Remember that it's a conversation, not a lecture or a sales pitch. (2) Write informally but not carelessly. (3) Create concise, specific, and informative headlines. (4) Get involved and stay involved. (5) Be transparent and honest. (6) Think before you post.

Oral/in-person disadvantages

(1) Restrict participation to those physically present (2) Unless recorded, provide no permanent, verifiable record of the communication (3) Reduces communicator's control over the message.

Tips for effective email messages:

(1) When you request information or action, make it clear. (2) When responding to a request, either paraphrase the request or include enough of the original message. (3) Avoid sending long, complex messages via email. (4) Adjust the level of formality to the message and the audience. (5) Activate a signature file. (6) Don't let unread messages pile up in your in-basket. (7) Never type in all caps.

Tips for organizing website content:

(1) take a mobile-first approach: design the site to work with tablets and smartphones (2) Plan your site structure and navigation before you write. (3) Let readers be in control by creating link and pathways. (4) Break information into self contained, easily readable chunks that are linked together logically.

Experimenting -

Ask each other questions in order to gain info about them to decide weather they want to continue a relationship with them

AIDA:

Attention, Interest, Desire, Action

Example of how to use human needs that influence motivation in persuasive marketing messages:

Basic physiological requirements (the needs for food, water, sleep, oxygen, and other essentials). Everyone has these needs, but the degree of attention an individual gives to them often depends on whether the needs are being met; for instance an advertisement for sleeping pills will have greater appeal to someone suffering from insomnia than to someone who has no problem sleeping.

Message close: indirect approach

Close cordially. Requests action.

Message close: direct approach

Close with a cordial comment, a reference to the good news, or a statement about he specific action desired.

Compositional modes for digital media:

Conversations, Comments and critiques, Orientations, Summaries, Reference materials, Narratives, Teasers, Status updates and announcements, and Tutorials.

What goes into a persuasive request for action:

Direct approach, ADIA model, open with an attention grabber, demonstrate you have good reason for request, facts/figures, benefits of helping, history of experience, close with a request.

Audience reaction: direct approach

Eager, interested, pleased, and neutral.

Bonding -

Formal/legal announcement is made.

Message body: indirect approach

Give reasons to justify a negative answer. State or imply the bad news, and make a positive suggestion. Arouse the audience's interest in the subject. Build the audience's desire to comply.

Maintaining standards of etiquette

Helps foster a more successful environment for communication by minimizing negative emotional reaction.

Five techniques for developing paragraphs:

Illustration, comparison or contrast, cause and effect, classification, problem and solution.

The percentages spent on pre-writing, writing, and editing and refinement:

Prewriting 40% Writing 20% Rewriting 40%

Three categories of reports:

Informational reports, analytical reports, proposals.

Proposals Ex:

Internal proposals

Production Elements to Consider for Formal Reports:

Introduction: Authorization, Problem/purpose, Scope, Background Sources and methods, Definitions, Limitations, Report organization. Body: Explanations, Facts, statistical evidence, and trends, Analysis of action, Pros and Cons, Procedures, Methods and approaches, Criteria, Support.

Production Elements to Consider for Formal Proposals:

Introduction: Background and statement of the problem, Solution, Scope, Report organization. Body: Facts and evidence to support your conclusions, Proposed approach, Work plan, Statement and qualifications, Costs.

Tips for optimizing content for mobile devices:

Location based services, gamification, augmented reality, cloud-based services, wearable technology, mobile blogging, and mobile podcasting.

Interest;

provide additional details that prompt audience members to imagine how the solution might benefit them.

Factors to consider when choosing media and channels:

Richness, formality, media and channel limitations, urgency, cost, audience preference, and security/privacy.

Message body: direct approach

Provide necessary details.

Intensifying -

Relationship becomes less formal, they begin to see each other as individuals.

Analytical report Ex:

Reports to assess opportunities

Informational report Ex:

Reports to monitor and control operations

Emphasizing the positive

Sensitive communicators understand the difference between delivering a negative news and being negative. (1) Never try to hide the negative news, but look for positive points that will foster a good relationship with your audience. (2) Look for appropriate opportunities to use euphemisms.

Initiation -

Short, 10-15 seconds. Interactants are concerned with making favorable impressions on each other. They may use standard greetings or observe each other's appearances in mannerisms.

Message opening: indirect approach

Start with a neutral statement that acts as a transitions to the reasons for the bad news, or start with a statement or questions that captures attention.

Message opening: direct approach

Start with the main idea, the request, or the good news.

Passive voice -

produces a sentence in which the subject receives an action.

Writing Messages for Mobile Devices:

Use a linear organization. Prioritize information. Write shorter and more-focused messages and documents. Use shorter subject line and headings. Use shorter paragraphs.

Adopting the "you" attitude

You can adopt the you attitude by replacing terms that refer to yourself and your company with the terms that refer to your audience (use you and your instead of I, me, mine, we, us, and ours).

Backchannel -

a line of communication created by people in an audience to connect with others inside or outside the room, with or without the knowledge of the speaker.

Compromise -

acceptable tradeoffs

Collaboration -

achieving the goals of both parties

Accommodation -

appeasement, soothing over.

Infographics -

are a special class of diagrams that can convey data as well as concepts or ideas. Can be divided into simple presentations of data and visual narratives that use the full power of the medium to tell stories or illustrate processes.

Euphemisms -

are milder synonyms that can express an idea while triggering fewer negative connotations, but they should never be used to obscure the truth.

Racial and ethnic bias -

avoid identifying people by race or ethnic origin unless such identification is relevant to the matter at hand—and it rarely is.

Gender bias -

avoid sexist language by using the same labels for everyone, regardless of gender.

The 5 strategies for managing interpersonal conflict:

avoidance, competition, compromise, accommodation, collaboration.

Bias-free language -

avoids words and phrases that unfairly and even unethically categorize or stigmatize people.

Logical appeal -

based on the reader's notion of reason; these appeals can use analogy, introduction, or deduction.

Integrating -

become a pair.

Emotional appeal -

calls on the feelings or audience symphysis.

Avoidance -

denial, semantic focus, postponement.

Audience reaction: indirect approach

displeased, uninterested, and unwilling.

Attention;

encourage your audience to want to hear about your problem, idea, or new product—whatever your main idea is. Be sure to find some common on which to build your case.

Inverted pyramid style (PI) -

favored by journalists, in which you reveal the most important information briefly at first and then provide successive layers of detail that the reader can consume if they want.

Cause and effect -

focusing on the reasons for something.

Illustration -

giving examples that demonstrate the general idea.

Pass out

handout

Desire;

help audience members embrace your idea by explaining how the change will benefit them and answering potential objections.

Establishing your credibility:

honesty, objectivity, awareness of audiences needs, credentials, knowledge, expertise, endorsements, performance, confidence, and sincerity.

Location-based services -

links the virtual world of online social networking with the physical world of retail stores and other locations.

Age bias -

mention the age of the person only when it is relevant.

Cloud-based services -

mobile communication is ideal for cloud-based services—digital services that rely on resources stored in the cloud.

Analytical reports -

offer both information and analysis and can also include recommendations.

information reports -

offer data, facts, feedback, and other types of information, without analysis or recommendations.

Disability bias -

physical, cognitive, sensory, or emotional impairments should never be mentioned in business messages unless those conditions are directly relevant to the subject.

Competition -

prescription

Proposals -

present persuasive recommendations to internal or external audiences, often involving investments or purchases.

Problem and solution -

presenting a problem and then discussing the solution.

Classification -

showing how a general idea is broken into specific categories.

Action;

suggest the specific action you want your audience to take. Include a deadline, when applicable.

Augmented reality -

superimposing data on live camera images can help mobile consumers learn about companies and services in the immediate vicinity.

"You" attitude -

that is, by speaking and writing in terms of your audience's wishes, interests, hopes, and preferences.

Gamification -

the addition of game-playing aspects to apps and web services; can increase audience engagement and encourages repeat use.

Active voice -

the subject performs the action denoted by the verb.

Comparison or contrast -

using similarities or differences to develop the topic.