Bài giảng Business Communication - Chapter Seven: Email and Social Media for Business Communication

Chapter SevenEmail and Social Mediafor Business CommunicationMcGraw-Hill/IrwinCopyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved.Learning ObjectivesLO7.1 Apply principles for writing effective emails.LO7.2 Explain how to handle emotion effectively in online communications.LO7.3 Describe strategies for managing digital message overload.LO7.4 Explain characteristics of the emerging Social Age.LO7.5 Apply principles of effective social media use in professional settings.LO7.6 Build a credible online reputation.LO7.7 Describe the ethical use of social media for work.Creating Effective EmailsEmail communication is the primary form of written business communication. Most analysts expect it to be the primary tool for at least the next five to ten years in most companiesShow Respect for Others’ TimeSelect Message Recipients CarefullyProvide Timelines and OptionsBe Careful about Using the Priority FlagLet Others Know When You Will Take Longer than Anticipated to Respond or Take ActionAvoid Contributing to Confusing and Repetitive Email ChainsManage Emotion and Maintain CivilityNeutrality effect recipients are more likely to perceive messages with an intended positive emotion as neutralNegativity effect recipients are more likely to perceive messages that are intended as neutral as negativeManage Emotion and Maintain CivilityFlamesemails or other digital communications with “hostile intentions characterized by words of profanity, obscenity, and insults that inflict harm to a person or an organization.”Cyber silencenonresponse to emails and other communications.Manage Emotion and Maintain CivilityCyber incivility violation of respect and consideration in an online environment based on workplace normsActive, passiveManage Emotion and Maintain CivilityReinterpretation involves adjusting your initial perceptions by making more objective, more fact-based, and less personal judgments and evaluationsRelaxation involves releasing and overcoming anger and frustration so that you can make a more rational and less emotional response.Manage Emotion and Maintain CivilityDefusing involves avoiding escalation and removing tension to focus on work objectives.The Evolving WorkplaceFigure 7.8Communicating in the Workplace in the Social AgeSocial Age an era in which people engage in networked communication, collaborate across boundaries, and solve problems communally.Characteristics of the Social AgeWeb 1.0most Web pages were read-only and staticWeb 2.0read-write Web, where users interact extensively with Web pages—authoring content, expressing opinions, and customizing and editing Web content among other thingsBenefits and Challenges of Social Media in the WorkplaceTable 7.3Use Wikis for Team CommunicationWikis collections of pages that anyone with approved access can edit, thus lending themselves to collaborative writing.allow employees to collaborate and participate in decision making more easily, creatively, and effectivelycreate a culture of transparency, simplicity, and opennessManage Your Online ReputationPersonal brand A unique set of professional skills and attributes that others associate with you