Print and Electronic Messages

Chapter 5

• Advantages– May be a permanent record– May be reread and studied– May be revised and edited– May have legal value

Written Messages

Written Messages

• Disadvantages– May be transmitted slowly– May be viewed as more formal– May not provide quick and

thorough feedback due to lack of nonverbal cues and distance between sender and receiver

– May require storage

Oral Messages

• May be transmitted quickly• Have a more personal tone• Allow for immediate feedback• Create no permanent record• Provide limited time to review and

respond to message; therefore, not suitable for complex messages

Developing Written Business Messages

• Planning – before words are put on paper

• Drafting – creating the first version

• Finalizing – improving and correcting the draft to create a final version

Planning the Message

• Analyze the communication situation.

• Establish primary and secondary purposes.

• Analyze the receiver.• Select the type of message.• Select an organizational plan.• Outline the message content.

Drafting the Message

• Apply the principles of business communication.

• Use the you-viewpoint.• Focus on content.• Do not worry about being

perfect; this is not the final version of the message.

Finalizing the Message

• Revise the message.• Edit the message.• Proofread the message.

Vocabulary Levels

• Analyze your receiver to determine the appropriate vocabulary level.

• Use readability formulas and ratings to assist in creating a document that will be understood by the receiver.

Internet-Based Messages Used in Business

• E-mail• Instant Messaging• Blogs• Websites and web pages

E-Mail Guidelines

• Determine appropriateness of e-mail for situation.

• Cover only one topic per message. • Keep subject line and message brief.• Position important information in the

beginning of the message.• Follow the three-step writing process

and grammar and writing rules.

Instant Messaging

• Provides flexibility in accessing remotely located users

• Allows spontaneous interaction in real time

• Conveys only a thought or two at a time

• Projects a message with a casual but professional tone

Blogs

• Contains entries about specific topics or areas of interest

• Logs real-time events• Displays entries in reverse

chronological order• May contain hyperlinks• May be used as a customer

service tool

Websites and Web Pages

• Determine the purpose and audience.

• Develop the content.• Design the site.• Address technical issues.• Develop the credibility of the

site.

Determining the Purpose and Audience for a Website

• Why are you writing the document?

• What is the primary message?• Who do you want to visit your

website?• How do you want visitors to your

site to respond?

Writing for the Web

• Write for the skim-reader.• Use plain English.• Implement standards for web

accessibility.• Optimize searchability of the

website.• Revise, edit, and proofread.