Effective Communication for Colleges 9th Edition Brantley & Miller CHAPTER 4 Communication and Electronic Technology © 2002 SOUTH-WESTERN EDUCATIONAL PUBLISHING.
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Effective Communication for Colleges 9th Edition Brantley & Miller CHAPTER 4 Communication and Electronic Technology © 2002 SOUTH-WESTERN EDUCATIONAL PUBLISHING Learning Objectives Chapter 4 Slide 2 Identify Internet search techniques and conduct efficient searches. Explain when and how to use e-mail and facsimile transfer to communicate the written word effectively. Explain the importance of netiquette and acceptable use policies. Use appropriate references to enhance writing skills. Explain when and how to use the telephone and voice messaging to communicate the spoken word effectively. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 3 The Internet The Internet is a complex interconnection of networks. Effective Communication for Colleges, 9th ed., by Brantley & Miller World Wide Web Browsers Hypertext Internet service provider (ISP) Modem Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 4 Uniform Resource Locator (URL) Chapter 4 Slide 5 The location of each web site is indicated by its URL. URLs consist of address parts separated by periods. Example balancesheet swep com balancesheet.swep.com identifies the host identifies the organization identifies the domain type Effective Communication for Colleges, 9th ed., by Brantley & Miller Internet Searches Chapter 4 Slide 6 Search engines systematically search the Web for documents on a specific topic. Users often search by keyword, which is a word or phrase representative of a topic. Effective Communication for Colleges, 9th ed., by Brantley & Miller Typical Search Methodologies Chapter 4 Slide 7 Method Accomplishment Topic Looks for pages with search term as subject of the page. Looks for pages that contain designated search term. Looks for pages using a combination of methodologies. Looks for pages related to a search term even when the specific term does not appear on the page but is related to the subject of the page. Keyword Combination Concept Effective Communication for Colleges, 9th ed., by Brantley & Miller Typical Boolean Operators Chapter 4 Slide 8 Operator Description AND Finds documents containing all the specified words or phrases. Finds documents containing at least one of the words or phrases. Excludes documents containing the designated word. OR NOT Effective Communication for Colleges, 9th ed., by Brantley & Miller Search Tips Chapter 4 Slide 9 Organize your thoughts, and list words that are associated with the topic. Choose specific words as keywords. Use compound criteria to control the search. Effective Communication for Colleges, 9th ed., by Brantley & Miller Electronic Mail (E-Mail) E-mail offers: Adaptability. Speed. Cost. Convenience. Message management. Efficient distribution. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 10 Chapter 4 Slide 11 E-Mail Process Your Computer Your ISP Receiver's ISP Effective Communication for Colleges, 9th ed., by Brantley & Miller Receiver’s Computer E-Mail Addresses Chapter 4 Slide 12 A typical e-mail address consists of three parts: user i.d. or account name @ symbol domain of the host where user has an account Examples [email protected] [email protected] Effective Communication for Colleges, 9th ed., by Brantley & Miller Effective E-Mail Messages Recognize the constraints of corresponding by e-mail. Focus on the receiver. Use effective e-mail techniques. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 13 Effective E-mail Messages Constraints Legal and privacy issues Company policy Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 14 Effective E-mail Messages Receiver Focus Chapter 4 Slide 15 Follow the Communication-by-Objectives approach. Use the six Cs of effective messages. Know your audience. Consider the topic and the receiver’s perception of the topic. Get to the point quickly. Effective Communication for Colleges, 9th ed., by Brantley & Miller Effective E-mail Messages Effective Techniques Create a single-topic message. Write a concise, clear, descriptive subject line. Write in short, simple sentences. Present information in lists when appropriate. Project a positive image. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 16 E-Mail Appropriateness Chapter 4 Slide 17 Consider an alternative to e-mail when addressing the following circumstances: You need an immediate response. The message requires confidentiality. The situation is negative or sensitive. The situation involves group decision making. The message may be misinterpreted. The message is long and/or complicated. Effective Communication for Colleges, 9th ed., by Brantley & Miller E-Mail Communication Barriers Language mechanics Informality Convenience Jargon Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 18 Emoticons ;)winking :-) smiling :-( frowning :-D laughing :-< upset Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 19 Chapter 4 Slide 20 Abbreviations 2L8 AKA BFN BRB BTW too late also known as bye for now be right back by the way IMO IOW NBD OTL OTOH in my opinion in other words no big deal out to lunch on the other hand Effective Communication for Colleges, 9th ed., by Brantley & Miller E-Mail Format Guidelines Chapter 4 Slide 21 Insert the receiver’s e-mail address after To. After Copies or Cc, insert the names and e-mail addresses of others who need to receive the message. Omit information in the From line. Provide a concise, informative subject line. Address a person in the opening of your message the same way you normally refer to that person. Key your message in traditional upper- and lowercase letters. Provide a blank line between paragraphs. Eliminate a complimentary close. Effective Communication for Colleges, 9th ed., by Brantley & Miller Etiquette on the Net Chapter 4 Slide 22 Send messages only to those who need the information. Use irony and humor with care. Be polite and exercise good taste. Do not flame. Consider the receiver’s time. Identify yourself. Do not designate a message as urgent or priority unless the message requires immediate attention. Effective Communication for Colleges, 9th ed., by Brantley & Miller Etiquette on the Net Chapter 4 Slide 23 Do not key your message in all capital letters. Limit the use of receipt requested. Wait to respond to an e-mail that provoked an emotional response. Review a message before you “send” to make sure that what you say is what you intend. Check your e-mail regularly; in most cases, answer promptly. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 24 Acceptable Use Policies The following typical actions are not permitted: Sending or displaying offensive messages or pictures Using obscene language Harassing, insulting, or verbally attacking others Damaging computers, computer systems, or computer networks Violating copyright laws Using another person’s password Accessing without permission another person’s work or files Revealing personal addresses or phone numbers without permission Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 25 Facsimile (Fax) Transfer Quick and easy Exact reproduction Transmission via telephone lines or satellite Timed transmission capabilities Broadcast capabilities Effective Communication for Colleges, 9th ed., by Brantley & Miller Content of Facsimile Cover Sheet Chapter 4 Slide 26 Transmission date Number of pages Receiver identification Sender identification Telephone number to call if transmission is not successful Receiver name Organization name Fax number Sender name Organization name Fax number Telephone number Effective Communication for Colleges, 9th ed., by Brantley & Miller Facsimile Cover Sheet MCM Industries 1500 Summit Lane Woodinville, WA 98072 Fax Facsimile Cover Page To: Fax: Date: Subject: Chapter 4 Slide 27 From: Fax: Telephone: Pages (including cover): If transmission is incomplete or if you receive this fax in error, please call 425-555-0195 immediately. Message Effective Communication for Colleges, 9th ed., by Brantley & Miller Adhesive Label Chapter 4 Slide 28 Adhesive labels are an alternative to a fax cover sheet. Date: Number of pages: To: From: Company/Department: Company/Department: Fax No: Fax No: Telephone No: Telephone No: Effective Communication for Colleges, 9th ed., by Brantley & Miller Facsimile Use Chapter 4 Slide 29 Recognize the constraints of corresponding by fax. Focus on the receiver. Use effective facsimile techniques. Effective Communication for Colleges, 9th ed., by Brantley & Miller Facsimile Use Constraints Confidentiality Cost Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 30 Facsimile Use Receiver Focus Chapter 4 Slide 31 Follow the Communication-by-Objectives approach. Use the six Cs of effective messages. Know your audience. Consider the topic and receiver’s perception. Effective Communication for Colleges, 9th ed., by Brantley & Miller Facsimile Use Effective Techniques Chapter 4 Slide 32 Provide adequate sender and receiver information. Check accuracy of fax number. Determine conversion quality of images and text. Choose an easily readable font and style. Project a positive image. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 33 References Print References Dictionaries Electronic References Spell checkers Thesauruses Office reference handbooks Electronic thesauruses Grammar checkers Effective Communication for Colleges, 9th ed., by Brantley & Miller The Telephone Chapter 4 Slide 34 Recognize the constraints of communicating by telephone. Focus on the receiver. Use effective telephone techniques. Effective Communication for Colleges, 9th ed., by Brantley & Miller Telephone Constraints Length and complexity of message Lack of body language Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 35 Telephone Receiver Focus Chapter 4 Slide 36 Follow the Communication-by-Objectives approach. Use the six Cs of effective messages. Know your audience. Consider the topic and the receiver’s perception of the topic. Address receiver appropriately. Pronounce receiver’s name correctly. Be prepared with notepad, company directory, and list of frequently called numbers. Pay attention to the receiver. Use the receiver’s name when you close. Effective Communication for Colleges, 9th ed., by Brantley & Miller Telephone Effective Techniques Chapter 4 Slide 37 Before you dial, make notes of the points you want to cover; avoid multiple topics. Open with a firm, welcoming greeting. Ensure accuracy by repeating important information. Project a positive image. Effective Communication for Colleges, 9th ed., by Brantley & Miller Leaving an Effective Voice Mail Message Chapter 4 Slide 38 Recognize the constraints of communicating by voice mail. Focus on the receiver. Use effective voice mail techniques. Effective Communication for Colleges, 9th ed., by Brantley & Miller Voice Mail Constraints Length and complexity of message Company policy Recording time Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 39 Voice Mail Receiver Focus Chapter 4 Slide 40 Follow the Communication-by-Objectives approach. Use the six Cs of effective messages. Know your audience. Consider the topic and the listener’s perception of the topic. Effective Communication for Colleges, 9th ed., by Brantley & Miller Voice Mail Effective Techniques Before calling, make notes of the points you want to cover; avoid multiple topics. Identify yourself and the intended receiver. State the time and date of your call. Be specific about the reason for calling. State what response is expected. Close the message by leaving your name and telephone number. Project a positive image. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 4 Slide 41 Creating an Effective Voice Mail Greeting Chapter 4 Slide 42 Welcome your callers with a friendly tone. Record a short businesslike greeting without background noise. Use appropriate volume, pitch, speed, and pronunciation. Encourage callers to leave a detailed message. Check your voice mail regularly; act promptly. Effective Communication for Colleges, 9th ed., by Brantley & Miller Videoconferencing Chapter 4 Slide 43 Videoconferencing is a television broadcast to audiences in one or more locations. Videoconferencing can be either one-way or two-way. In a one-way videoconference, the presenter provides information but does not provide for immediate feedback from the audience. A two-way videoconference allows the presenter and members of the audience to interact. Effective Communication for Colleges, 9th ed., by Brantley & Miller Web Presentations Chapter 4 Slide 44 Can be used as alternative to videoconferencing Can be used to conduct online classes Can accommodate varying levels of interaction Can be used in conjunction with other media Can be prerecorded Effective Communication for Colleges, 9th ed., by Brantley & Miller Voice Recognition Chapter 4 Slide 45 Converting spoken words into written words Example Voice recognition software allows you to use a microphone to dictate the words into the document. Automating basic tasks Example Voice recognition software allows you to use a voice command, such as “call home.” Effective Communication for Colleges, 9th ed., by Brantley & Miller