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© 2002 SOUTH
-
WESTERN EDUCATIONAL PUBLISHING

9th Edition

Brantley & Miller

Effective
Communication
for Colleges

CHAPTER 4

Communication and
Electronic Technology

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

2

Learning Objectives


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

Chapter 4

Slide

4

World Wide Web


Browsers


Hypertext


Internet service provider (ISP)


Modem

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

5

balancesheet.swep.com

Example

Uniform Resource
Locator (URL)


The location of each web site is indicated by its URL.


URLs consist of address parts separated by periods.

balancesheet

identifies the host

swep

identifies the organization

com

identifies the domain type

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

6

Internet Searches

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

Chapter 4

Slide

7

Topic

Looks for pages with search term as subject
of the page.

Keyword

Looks for pages that contain designated
search term.

Combination

Looks for pages using a combination of
methodologies.

Concept

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.

Typical Search
Methodologies

Method

Accomplishment

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

8

AND

Finds documents containing all the
specified words or phrases.

OR

Finds documents containing at least one
of the words or phrases.

NOT

Excludes documents containing the
designated word.

Typical Boolean
Operators

Operator

Description

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

9

Search Tips


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

Chapter 4

Slide

10

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

11

E
-
Mail Process




Your
Computer




Your
ISP




Receiver's
ISP




Receiver’s
Computer

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

12

E
-
Mail Addresses


user i.d. or account name


@ symbol


domain of the host where user has an account

A typical e
-
mail address consists of three parts:

president@whitehouse.gov

vice.president@whitehouse.gov

Examples

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

13

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

14

Effective E
-
mail Messages

Constraints


Legal and privacy issues


Company policy

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

15

Effective E
-
mail Messages

Receiver Focus


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

Chapter 4

Slide

16

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

17


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.

E
-
Mail Appropriateness

Consider an alternative to e
-
mail when addressing
the following circumstances:

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

18

E
-
Mail
Communication Barriers


Language mechanics


Informality


Convenience


Jargon

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

19

Emoticons

;)
winking

:
-
)

smiling

:
-
(

frowning

:
-
D

laughing

:
-
<

upset

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

20

Abbreviations

2L8

too late

AKA

also known as

BFN

bye for now

BRB

be right back

BTW

by the way

IMO

in my opinion

IOW

in other words

NBD

no big deal

OTL

out to lunch

OTOH

on the other hand

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

21

E
-
Mail Format Guidelines


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

Chapter 4

Slide

22

Etiquette on the Net


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

Chapter 4

Slide

23

Etiquette on the Net


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

Chapter 4

Slide

26

Content of Facsimile
Cover Sheet


Transmission date


Number of pages


Receiver name


Organization name


Fax number


Receiver identification


Sender identification


Telephone number to
call if transmission is
not successful


Sender name


Organization name


Fax number


Telephone number

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

27

Facsimile Cover Sheet

Fax

MCM Industries

1500 Summit Lane

Woodinville, WA 98072

Facsimile Cover Page

To:

Fax:

Date:

Subject:

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

Chapter 4

Slide

28

Adhesive Label

Adhesive labels are an alternative to a fax cover sheet.

Date:

To:

Company/Department:

Fax No:

Telephone No:

Number of pages:

From:

Company/Department:

Fax No:

Telephone No:

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

29

Facsimile Use


Recognize the constraints of
corresponding by fax.


Focus on the receiver.


Use effective facsimile techniques.

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

30

Facsimile Use

Constraints


Confidentiality


Cost

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

31

Facsimile Use

Receiver Focus



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

Chapter 4

Slide

32

Facsimile Use

Effective Techniques


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


Thesauruses


Office reference
handbooks

Electronic References


Spell checkers


Electronic
thesauruses


Grammar checkers

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

34

The Telephone


Recognize the constraints of
communicating by telephone.


Focus on the receiver.


Use effective telephone techniques.

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

35

Telephone

Constraints


Length and complexity of message


Lack of body language

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

36

Telephone

Receiver Focus


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

Chapter 4

Slide

37

Telephone

Effective Techniques


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

Chapter 4

Slide

38

Leaving an Effective
Voice Mail Message


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

Chapter 4

Slide

39

Voice Mail

Constraints


Length and complexity of message


Company policy


Recording time

Effective Communication for Colleges, 9th ed., by Brantley & Miller

Chapter 4

Slide

40

Voice Mail

Receiver Focus


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

Chapter 4

Slide

41

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

42

Creating an Effective
Voice Mail Greeting


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

Chapter 4

Slide

43

Videoconferencing


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

Chapter 4

Slide

44

Web Presentations


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

Chapter 4

Slide

45


Automating basic tasks

Voice Recognition


Converting spoken words into written words

Example

Voice recognition software allows you to use a
microphone to dictate the words into the document.

Example

Voice recognition software allows you to use a
voice command, such as “call home.”