Chapter Review 5 Business Communication

Full name: Lưu Trà My – 14040543
Chapter review 5
6. Name six forms of electronic communication and briefly describe each.
1. E-mail: involves the transmission of messages through computers ans networks.
It’s appropriate for short messages that deliver routines requests and responses.
Users an send messages to a single recipient or broadcast them to multiple
recipients.
2. Instant messaging (IM): involves the exchange of text messages in real time
between two or more people logged into an IM service. It creates a form private
chat room so that individuals can carry on conversations similar to telephone calls.
3. Text messaging: Sending really short messages (160 or fewer characters) from
mobile phones and other wireless devices. This method uses Short Message Service
(SMS).
4. Podcasts: are distributed over the Internet and downloaded on portable media
player and personal computers.
5. Blogs: A blog is a Web site with journal entries usually written by one person with
comments added by others. It may combine text, images, and link to other blogs or
Web pages.
6. Wikis: A wiki is a Web site that enables multiple unser to collaboratively create
and edit pages.
7. Are e-mail messages and interoffice memorandums interchangeable as
communication channels? Explain
No, they aren’t. Because e-mail is not a substitute for face-to-face conversations or
telephone calls, business letters, or memorandums. Memos are equally useful when writers
need to emphasize their ideas or send an internal message that is important or formal.
8. How are the structure and formatting of e-mail messages and memos similar and
different?
E-mail messages Memos
Structure 4 parts:
 An informative subject line that summarizes the message
 An opening that reveals the main idea immediately
 A body that explains and justifies the main idea
 An appropriate closing
Formatting  Guide words ( the order of  Memo forms ( Date, To,
Date, To, From, Subject From, Subject) and margins
and other guide words (set 1-inch top and bottom,
varies depending on e- left and right margins of
mail program and whether 1.25 inches)
the writer are sending or  Guide words may appear in
receiving the message) all caps or with only the
 An optional greeting initial letter capitalized.
(shows friendliness and  Preparing memos as e-mail
indicates the beginning of attachments
the message)
 A concise and easy-to-
read message
9. What are four questions you should ask youself before writing an e-mail or memo?
1. Do I really need to write this e-mail or memo?
2. Why am I writing?
3. How will the reader react?
4. How can I save my reader’s time?
10. Suggest at least ten pointers that you could give to a business e-mail user.
 Organize information  Limit any tendency to send
 Compose first draft blanket copies
 Revise for clarity and conciseness  Acknowledge receipt
 Consider composing offline  Consider cultural differences
 Avoid misleading subject lines  Double-check before hitting the
 Care about correctness Send button
11. Name at least five rules of e-mail etiquette that show the respect for others.
 Limit any tendency ro send to send blanket copies
 Consider using identifying labels
 Use capital letters only for emphasis or for titles
 Don’t forward without permission and beware of long threads
 Never respond when being angry
12. What do you think are the five most important practices for those sending instant
messages at work?
 Learn about organization’s IM policies
 Keep messages simple and to the point
 Be aware that IM can be saved
 Be aware of jargon, slang, and abbreviations
 Respect receivers by employing proper grammar, spelling, and proofreading
13. What is the writing plan for an information or procedure message?
Subject line: Summarize the content of the message

Opening: Expand the subject line by stating the main idea conciselyin a full sentence
Body: Provide background data and explain the main idea. Consider using lists, bullets, or
headings to improve readablility. In describing a procedure or giving instructions, use
command language.
Closing: Request a specific action, summarize the message, or present a closing thought.
14. What is the writing plan for a request message?
Subject line: Summarize the request and note the action desired
Opening: Begin with the request or a brief statement introducing it.
Body: Provide background, justification, and details. If asking questions, list them in
parallel form
Closing: Request action by a specific date. If possible, provide a reason. Express
appreciation, if appropriate.
15. What is the writing plan for a reply message?
Subject line: Summarize the main information from the reply

Opening: Start directly by responding to the request with a summary statement
Body: Provide additional information and details in a readable format
Closing: Add a concluding remark, summary, or offer of further assistance.

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Full name: Lưu Trà My – 14040543

Subject line: Summarize the content of the message

15. What is the writing plan for a reply message?

Subject line: Summarize the main information from the reply

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