{"id":3489,"date":"2015-06-24T12:53:01","date_gmt":"2015-06-24T12:53:01","guid":{"rendered":"https:\/\/courses.candelalearning.com\/masterybusiness1xngcxmaster\/?post_type=chapter&#038;p=3489"},"modified":"2015-10-06T13:54:53","modified_gmt":"2015-10-06T13:54:53","slug":"appropriate-business-communications","status":"publish","type":"chapter","link":"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/chapter\/appropriate-business-communications\/","title":{"raw":"Reading: Appropriate Business Communications","rendered":"Reading: Appropriate Business Communications"},"content":{"raw":"<h2>Appropriate Business Communications<\/h2>\r\nYou probably learned about table manners, thank-you notes, and other forms of etiquette when you were younger. The way you conduct yourself says a lot about who you are in life and, by extension, in business. Although many companies have a casual dress code, don\u2019t be quick to assume that protocol and established practices aren\u2019t important. It would be easy to misinterpret lack of formality as lack of professionalism.\r\n<h3>Letters and Memos<\/h3>\r\nDespite the use of electronic devices in business, formal written communication such as letters, memos, proposals, reports, and presentations are still major methods of communication in selling. These more official methods of communication reflect factual statements that you are making on behalf of the company. Here are some tips for writing business communications:\r\n\r\nUse company letterhead where appropriate. For example, letters are always written on letterhead, whether in hard copy or in an electronic format that can be sent via e-mail.\r\n\r\nUse the formal elements of a business letter shown below in Figure 1, \"Business Letter Format\":\r\n\r\n[caption id=\"attachment_3643\" align=\"aligncenter\" width=\"500\"]<a href=\"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Business-letter.jpg\"><img class=\"wp-image-3643 \" src=\"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Business-letter.jpg\" alt=\"Business letter\" width=\"500\" height=\"646\" \/><\/a> Figure 1. Business Letter Format[\/caption]\r\n\r\nFor a company memo, use the company format. Most companies have a set format for hard copy and electronic memos. See an example of a company memo below in Figure 2, \"Company Memo Example\":\r\n\r\n[caption id=\"attachment_3644\" align=\"aligncenter\" width=\"500\"]<a href=\"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Sample-Memo.jpg\"><img class=\" wp-image-3644\" src=\"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Sample-Memo-1024x886.jpg\" alt=\"Sample company memo\" width=\"500\" height=\"433\" \/><\/a> Figure 2. Company Memo Example[\/caption]\r\n\r\nSpell-check and proofread your document carefully before you send it. Be sure it is complete and factually correct and does not include any grammar or spelling errors.\r\n\r\nUse CC to indicate the names of other people who should also receive a copy of the letter or memo. The term \u201cCC\u201d is short for \u201ccarbon copy,\u201d which dates back to the days of typewriters when carbon paper was used to make multiple copies of a document. It can also mean \u201ccourtesy copy\u201d: an additional copy provided to someone as a courtesy.[footnote]Mary Ellen Guffey,\u00a0Business Communication, 6th ed. (Mason, OH: South-Western Publishing, 2008), 175.[\/footnote]\r\n<h3>Conversations, Meetings, and Presentations<\/h3>\r\nAlthough common sense should prevail in all business communications, here are some tips that will help make your conversations, meetings, and presentations more effective forms of communication:\r\n<ul>\r\n\t<li>Be prepared; don\u2019t waste anyone\u2019s time or focus.<\/li>\r\n\t<li>Prepare a written agenda and hand it out at the start of the meeting to keep the group focused on the desired topics.<\/li>\r\n\t<li>Speak clearly and at a volume that is easy to hear, but not too loud so as to be distracting.<\/li>\r\n\t<li>Be professional and respectful; don\u2019t interrupt when others are speaking.<\/li>\r\n\t<li>Use eye contact.<\/li>\r\n\t<li>At the end, recap your key points and identify next steps.<\/li>\r\n\t<li>In business, time is money so conducting effective and efficient meetings is critical to your success.<\/li>\r\n<\/ul>\r\n<h3>High Tech, High Touch<\/h3>\r\nThe year was 1982, and the world was just beginning to realize the amazing potential of computer technology. John Naisbitt wrote a book called\u00a0<em>Megatrends: Ten New Directions Transforming Our Lives<\/em>, in which\u00a0he coined the term \u201chigh tech, high touch,\u201d which he defined as the contradictory state in which people are driven by technology yet long for human interaction. [footnote]John Naisbitt,\u00a0Megatrends: Ten New Directions Transforming Our Lives\u00a0(New York: Grand Central Publishing, 1998).[\/footnote] In his 1999 book, <em>High Tech\/High Touch<\/em>, he wrote about how the United States has been transformed from being comfortable with technology to being intoxicated with technology, a state he calls the \u201cTechnologically Intoxicated Zone.\u201d You probably can\u2019t imagine living without your cell phone or personal digital assistant (PDA), iPod, computer, or other electronic devices. In fact, it\u2019s likely you can\u2019t even remember what communication was like before the Internet.\r\n\r\nTechnology, with all of its efficiency and benefits, cannot, however, become a substitute for old-fashioned human efforts. \u201cTechnology makes\u00a0tasks\u00a0easier, but it does not make our\u00a0lives\u00a0easier,\u201d\u00a0July Shapiro said in an article in\u00a0<em>Advertising Age<\/em>.[footnote]July Shapiro, \u201c<a href=\"http:\/\/adage.com\/digitalnext\/post?article_id=136533\" target=\"_blank\">A Digital Myth: Technology Doesn\u2019t Make Life Easier<\/a>,\u201d\u00a0Advertising Age, May 11, 2009, (accessed May 12, 2009).[\/footnote]\u00a0Shapiro\u2019s observation is true, especially as it relates to business; sometimes, the crush of technology takes precedence over business etiquette. However, people have begun to rethink the lack of personal interaction and its corresponding etiquette in the workplace. Yes, \u201cthere\u2019s even an app for that\u201d; a firm named Etiquette Avenue has recently launched an iPod app for business etiquette. The fact is, technology isn\u2019t personal and can\u2019t behave in the right way at the right time with your customer or on an interview; that\u2019s completely up to\u00a0you.\r\n\r\nNow, we\u2019re seeing a bit of a reverse movement: Technology is so pervasive people are actually pushing back on their managers and asking them for more face time and less gadget time.\r\n<h3>Being Connected vs. Being Addicted<\/h3>\r\nIn a recent pitch to a potential client, a marketing executive in Manhattan thought it was strange that his potential customer was so engaged with his iPhone that he hardly looked up from it during the meeting. After ninety minutes, someone peeked over the customer\u2019s shoulder and saw that he was playing a racing game on his iPhone. This was disappointing, but not shocking according to the marketing firm that was doing the presentation; they continued with their pitch because they wanted the business. Some are not as tolerant. Billionaire Tom Golisano, a power broker in New York politics, recently announced that he wants to have State Senate majority leader Malcolm A. Smith removed from office because Smith was focused on his iPhone during a budget meeting with him. Recently, in Dallas, Texas, a student lost his opportunity for an internship at a hedge fund when he checked his phone to check a fact during an interview and took an extra minute to check his text messages at the same time. [footnote]Alex Williams, \u201cAt Meetings, It\u2019s Mind Your Blackberry or Mind Your Manners,\u201d\u00a0New York Times, June 22, 2009, A1.[\/footnote]\u00a0 According to Maggie Jackson, author of\u00a0<em>Distracted: The Erosion of Attention and the Coming Dark Age<\/em>, we are living in \u201can institutionalized culture of interruption, where our time and attention is being fragmented by a never-ending stream of phone calls, e-mails, instant messages, text messages, and tweets.\u201d[footnote]Patrick Welsh, \u201cTxting Away Ur Education,\u201d\u00a0USA Today, June 23, 2009, A11.[\/footnote]\r\n\r\nThe need to be connected should not overwhelm respect for colleagues and customers. Although texting has become a national pastime, especially among teenagers, it\u2019s important to know the appropriate etiquette for the use of handheld electronic devices in the business environment.\r\n\r\nFirst, it\u2019s best to turn off your electronic devices\u00a0before\u00a0you enter every meeting. If you think you can\u2019t live without checking your text messages, think about how you would feel if you went on a job interview and the person with whom you were meeting was checking his electronic device during your interview. Just because some people demonstrate bad behavior and check their electronic devices for messages during a meeting doesn\u2019t make it appropriate. In fact, it will help you stand out as a good listener.\r\n<h3>Telephone, Cell Phone, Voice Mail, and Conference Calls<\/h3>\r\nSometimes, however, the use of technology is entirely necessary to conduct business when personal interaction is impossible. It\u2019s important that verbal communication that is not face-to-face is effective and professional. Because you don\u2019t have the benefit of using or seeing the receiver\u2019s nonverbal communication, the challenges for effective and appropriate communication are even greater.\r\n\r\nHere are some dos and don\u2019ts of telephone etiquette:\r\n<ul>\r\n\t<li>Do\u00a0be aware of the volume of your voice when you are speaking on the phone in the office or on a cell phone.[footnote]Joanna L. Krotz, \u201c<a href=\"http:\/\/www.microsoft.com\/smAllBusiness\/resources\/ArticleReader\/website\/default.aspx?Print=1&amp;ArticleId=Cellphoneetiquettedosanddonts\" target=\"_blank\">Cell Phone Etiquette: 10 Dos and Don\u2019ts<\/a>,\u201d Microsoft, (accessed July 12, 2009).[\/footnote]<\/li>\r\n\t<li>Do, when using a speakerphone, conduct the call in an enclosed or isolated area such as a conference room or office to avoid disturbing others in the area.<\/li>\r\n\t<li>Do, when leaving a voice mail message, speak slowly, enunciate, spell your name, and leave your number (this makes it much easier for the recipient to hear your message the first time).[footnote]John R. Quain, \u201c<a href=\"http:\/\/www.fastcompany.com\/magazine\/18\/topten.html\" target=\"_blank\">Quain\u2019s Top Ten Voice Mail Tips<\/a>,\u201d\u00a0Fast Company, December 18, 2007,\u00a0(accessed July 17, 2009).[\/footnote]<\/li>\r\n\t<li>Do, when you leave a voice mail message, be specific about what you want: make it easier for the caller to get back to you and include what time you will be available for a callback to avoid playing telephone tag.[footnote]John R. Quain, \u201c<a href=\"http:\/\/www.fastcompany.com\/magazine\/18\/topten.html\" target=\"_blank\">Quain\u2019s Top Ten Voice Mail Tips<\/a>,\u201d\u00a0Fast Company, December 18, 2007,\u00a0(accessed July 17, 2009).[\/footnote]<\/li>\r\n\t<li>Do\u00a0customize your voice mail message: create a different message for each of your customers or prospective customers so the message is personal and relevant.[footnote]Keith Rosen, \u201c<a href=\"http:\/\/www.allbusiness.com\/sales\/selling-techniques-telesales\/2975818-1.html\" target=\"_blank\">Eight Tips on Crafting Effective Voice Mail Messages<\/a>,\u201d AllBusiness, (accessed July 17, 2009).[\/footnote]<\/li>\r\n\t<li>Do\u00a0speak with enthusiasm: it\u2019s best to convey a smile in your voice, especially if it is the first time you are calling or leaving a message for someone.[footnote]Keith Rosen, \u201c<a href=\"http:\/\/www.allbusiness.com\/sales\/selling-techniques-telesales\/2975818-1.html\" target=\"_blank\">Eight Tips on Crafting Effective Voice Mail Messages<\/a>,\u201d AllBusiness,\u00a0(accessed July 17, 2009).[\/footnote]<\/li>\r\n\t<li>Don\u2019t\u00a0take another phone call during a meeting.[footnote]Joanna L. Krotz, \u201c<a href=\"http:\/\/www.microsoft.com\/smAllBusiness\/resources\/ArticleReader\/website\/default.aspx?Print=1&amp;ArticleId=Cellphoneetiquettedosanddonts\" target=\"_blank\">Cell Phone Etiquette: 10 Dos and Don\u2019ts<\/a>,\u201d\u00a0Microsoft,\u00a0(accessed July 12, 2009).[\/footnote]<\/li>\r\n\t<li>Don\u2019t\u00a0discuss confidential or personal issues during business calls.<\/li>\r\n\t<li>Don\u2019t\u00a0discuss confidential issues in public areas\u2014you never know who might overhear a conversation in the hallway, on a train, or in other public areas.[footnote]Barbara Bergstrom, \u201c<a href=\"http:\/\/www.bizjournals.com\/baltimore\/stories\/2009\/04\/20\/smallb3.html?t=printable\" target=\"_blank\">Good Etiquette Is Recession-Proof<\/a>,\u201d\u00a0Baltimore Business Journal, April 17, 2009,\u00a0(accessed July 12, 2009).[\/footnote]<\/li>\r\n\t<li>Don\u2019t\u00a0leave a long, rambling voice mail message: be prepared with a message that is no longer than sixty seconds.[footnote]John R. Quain, \u201c<a href=\"http:\/\/www.fastcompany.com\/magazine\/18\/topten.html\" target=\"_blank\">Quain\u2019s Top Ten Voice Mail Tips<\/a>,\u201d\u00a0Fast Company, December 18, 2007,\u00a0(accessed July 17, 2009).[\/footnote]<\/li>\r\n\t<li>Don\u2019t\u00a0multitask during a long phone call or conference call\u2014give the other person or people the courtesy of your full attention.<\/li>\r\n<\/ul>\r\n<h3>E-mails, Text Messages, Instant Messages, and Social Networks<\/h3>\r\nWritten communication has evolved to include multiple methods, all of which have appropriate places in selling. Notice the operative word here is\u00a0appropriate. E-mail has become an accepted method of communication in most businesses, whereas text messages, instant messages, and social networks are commonplace for only some companies. That\u2019s why etiquette is especially important when using any of these methods of communication, and you should take time to choose your method carefully. Letters, memos, proposals, and other written communication are considered formal, whether they are sent on paper or transmitted via e-mail. However, text messages, instant messages, and social networking are considered informal methods of communication and should be used only to communicate less formal information, such as a meeting time when schedules have been adjusted during a factory tour. Text and instant messages should never be used to communicate company policies, proposals, pricing, or other information that is important to conduct business with customers. It\u2019s also worth noting that in all these methods your communication is permanent, so it\u2019s a good idea to know the following dos and don\u2019ts of electronic communication:\r\n<ul>\r\n\t<li>Do\u00a0use an e-mail subject line that clearly tells the recipient about the content of the e-mail.<\/li>\r\n\t<li>Do\u00a0create a short, concise message that uses proper grammar and spelling\u2014use spell-check to be sure all words are spelled correctly.[footnote]\u201cShouting and Other E-mail Faux Pas,\u201d\u00a0BusinessLine, April 20, 2009.[\/footnote]<\/li>\r\n\t<li>Do, in all electronic communications, use uppercase and lowercase letters as grammar dictates.[footnote]\u201cShouting and Other E-mail Faux Pas,\u201d\u00a0BusinessLine, April 20, 2009.[\/footnote]<\/li>\r\n\t<li>Do\u00a0use e-mail, text messages, and instant messages when appropriate, according to your company\u2019s practices, and with your customers to communicate factual information such as to confirm meeting date, time, and location.[footnote]Patricia M. Buhler, \u201cManaging in the New Millennium: Six Tips to More Effective Communication,\u201d\u00a0Supervision\u00a070, no. 7 (July 2009), 19.[\/footnote]<\/li>\r\n\t<li>Do\u00a0use social networking sites to join the conversation and add value\u2014you can build your personal brand by creating a blog or joining a professional conversation on social networking sites such as Twitter or Facebook.[footnote]Norman Birnbach, \u201c<a href=\"http:\/\/www.fastcompany.com\/blog\/norman-birnbach\/pr-back-talk\/10-twitter-etiquette-rules\" target=\"_blank\">10 Twitter Etiquette Rules<\/a>,\u201d\u00a0Fast Company, July 2, 2008,\u00a0(accessed July 17, 2009).[\/footnote]<\/li>\r\n\t<li>Don\u2019t\u00a0use all capital letters in an e-mail; it appears that you are shouting or angry.[footnote]\u201cShouting and Other E-mail Faux Pas,\u201d\u00a0BusinessLine, April 20, 2009.[\/footnote]<\/li>\r\n\t<li>Don\u2019t\u00a0use \u201cReply to All\u201d unless it\u2019s absolutely necessary that all the recipients see your response\u2014be selective to avoid mailbox overload.<\/li>\r\n\t<li>Don\u2019t\u00a0send an e-mail, text message, or instant message when you are angry: take the time to think about what you send because you can\u2019t take it back after it\u2019s sent.[footnote]Paul Glover, \u201c<a href=\"http:\/\/www.fastcompany.com\/blog\/paul-glover\/surviving-workquakec\/why-we-need-e-mail-etiquette\" target=\"_blank\">Why We Need E-mail Etiquette<\/a>,\u201d\u00a0Fast Company, December 30, 2008,\u00a0(accessed July 17, 2007).[\/footnote]<\/li>\r\n\t<li>Don\u2019t\u00a0use abbreviations like \u201cur,\u201d \u201c2b,\u201d and others\u2014this is not appropriate business communication.[footnote]Norman Birnbach, \u201c<a href=\"http:\/\/www.fastcompany.com\/blog\/norman-birnbach\/pr-back-talk\/10-twitter-etiquette-rules\" target=\"_blank\">10 Twitter Etiquette Rules<\/a>,\u201d\u00a0Fast Company, July 2, 2008,\u00a0(accessed July 17, 2009).[\/footnote]<\/li>\r\n\t<li>Don\u2019t\u00a0use company e-mail, text message, or instant message accounts to send personal correspondence, and don\u2019t check your personal accounts or pages during company time, as all communication that takes place on company hardware and servers is property of the company.<\/li>\r\n\t<li>Don\u2019t\u00a0use electronic communication to transmit bad news: talk to the person first, and if follow-up is necessary, reiterate the information in written form.<\/li>\r\n\t<li>Don\u2019t\u00a0use text messages, instant messages, or social networks to communicate information such as pricing, proposals, reports, service agreements, and other company information that should be sent using a more formal method.<\/li>\r\n<\/ul>\r\n<h3>Music to Your Ears<\/h3>\r\nWhen is an iPod or other MP3 player or a handheld gaming device appropriate at work? Only when it is used for business purposes. \u201cYou\u2019re isolating yourself,\u201d says Dale Chapman Webb, founder of The Protocol Centre in Coral Gables, Florida. \u201cYou are sending a message that my music is more important than the work at hand.\u201d\r\n\r\n&nbsp;\r\n<h2>Check Your Understanding<\/h2>\r\nAnswer the question(s) below to see how well you understand the topics covered in this section. This short quiz does <strong>not<\/strong> count toward your grade in the class, and you can retake it an unlimited number of times.\r\n\r\nUse this quiz to check your understanding and decide whether to (1) study the previous section further or (2) move on to the next section.\r\n\r\nhttps:\/\/assessments.lumenlearning.com\/assessments\/213","rendered":"<h2>Appropriate Business Communications<\/h2>\n<p>You probably learned about table manners, thank-you notes, and other forms of etiquette when you were younger. The way you conduct yourself says a lot about who you are in life and, by extension, in business. Although many companies have a casual dress code, don\u2019t be quick to assume that protocol and established practices aren\u2019t important. It would be easy to misinterpret lack of formality as lack of professionalism.<\/p>\n<h3>Letters and Memos<\/h3>\n<p>Despite the use of electronic devices in business, formal written communication such as letters, memos, proposals, reports, and presentations are still major methods of communication in selling. These more official methods of communication reflect factual statements that you are making on behalf of the company. Here are some tips for writing business communications:<\/p>\n<p>Use company letterhead where appropriate. For example, letters are always written on letterhead, whether in hard copy or in an electronic format that can be sent via e-mail.<\/p>\n<p>Use the formal elements of a business letter shown below in Figure 1, &#8220;Business Letter Format&#8221;:<\/p>\n<div id=\"attachment_3643\" style=\"width: 510px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Business-letter.jpg\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-3643\" class=\"wp-image-3643\" src=\"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Business-letter.jpg\" alt=\"Business letter\" width=\"500\" height=\"646\" srcset=\"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Business-letter.jpg 720w, https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Business-letter-232x300.jpg 232w, https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Business-letter-65x84.jpg 65w, https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Business-letter-225x291.jpg 225w, https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Business-letter-350x452.jpg 350w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/a><\/p>\n<p id=\"caption-attachment-3643\" class=\"wp-caption-text\">Figure 1. Business Letter Format<\/p>\n<\/div>\n<p>For a company memo, use the company format. Most companies have a set format for hard copy and electronic memos. See an example of a company memo below in Figure 2, &#8220;Company Memo Example&#8221;:<\/p>\n<div id=\"attachment_3644\" style=\"width: 510px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Sample-Memo.jpg\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-3644\" class=\"wp-image-3644\" src=\"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Sample-Memo-1024x886.jpg\" alt=\"Sample company memo\" width=\"500\" height=\"433\" srcset=\"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Sample-Memo-1024x886.jpg 1024w, https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Sample-Memo-300x260.jpg 300w, https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Sample-Memo-65x56.jpg 65w, https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Sample-Memo-225x195.jpg 225w, https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Sample-Memo-350x303.jpg 350w, https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-content\/uploads\/sites\/135\/2015\/06\/Sample-Memo.jpg 1576w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/a><\/p>\n<p id=\"caption-attachment-3644\" class=\"wp-caption-text\">Figure 2. Company Memo Example<\/p>\n<\/div>\n<p>Spell-check and proofread your document carefully before you send it. Be sure it is complete and factually correct and does not include any grammar or spelling errors.<\/p>\n<p>Use CC to indicate the names of other people who should also receive a copy of the letter or memo. The term \u201cCC\u201d is short for \u201ccarbon copy,\u201d which dates back to the days of typewriters when carbon paper was used to make multiple copies of a document. It can also mean \u201ccourtesy copy\u201d: an additional copy provided to someone as a courtesy.<a class=\"footnote\" title=\"Mary Ellen Guffey,\u00a0Business Communication, 6th ed. (Mason, OH: South-Western Publishing, 2008), 175.\" id=\"return-footnote-3489-1\" href=\"#footnote-3489-1\" aria-label=\"Footnote 1\"><sup class=\"footnote\">[1]<\/sup><\/a><\/p>\n<h3>Conversations, Meetings, and Presentations<\/h3>\n<p>Although common sense should prevail in all business communications, here are some tips that will help make your conversations, meetings, and presentations more effective forms of communication:<\/p>\n<ul>\n<li>Be prepared; don\u2019t waste anyone\u2019s time or focus.<\/li>\n<li>Prepare a written agenda and hand it out at the start of the meeting to keep the group focused on the desired topics.<\/li>\n<li>Speak clearly and at a volume that is easy to hear, but not too loud so as to be distracting.<\/li>\n<li>Be professional and respectful; don\u2019t interrupt when others are speaking.<\/li>\n<li>Use eye contact.<\/li>\n<li>At the end, recap your key points and identify next steps.<\/li>\n<li>In business, time is money so conducting effective and efficient meetings is critical to your success.<\/li>\n<\/ul>\n<h3>High Tech, High Touch<\/h3>\n<p>The year was 1982, and the world was just beginning to realize the amazing potential of computer technology. John Naisbitt wrote a book called\u00a0<em>Megatrends: Ten New Directions Transforming Our Lives<\/em>, in which\u00a0he coined the term \u201chigh tech, high touch,\u201d which he defined as the contradictory state in which people are driven by technology yet long for human interaction. <a class=\"footnote\" title=\"John Naisbitt,\u00a0Megatrends: Ten New Directions Transforming Our Lives\u00a0(New York: Grand Central Publishing, 1998).\" id=\"return-footnote-3489-2\" href=\"#footnote-3489-2\" aria-label=\"Footnote 2\"><sup class=\"footnote\">[2]<\/sup><\/a> In his 1999 book, <em>High Tech\/High Touch<\/em>, he wrote about how the United States has been transformed from being comfortable with technology to being intoxicated with technology, a state he calls the \u201cTechnologically Intoxicated Zone.\u201d You probably can\u2019t imagine living without your cell phone or personal digital assistant (PDA), iPod, computer, or other electronic devices. In fact, it\u2019s likely you can\u2019t even remember what communication was like before the Internet.<\/p>\n<p>Technology, with all of its efficiency and benefits, cannot, however, become a substitute for old-fashioned human efforts. \u201cTechnology makes\u00a0tasks\u00a0easier, but it does not make our\u00a0lives\u00a0easier,\u201d\u00a0July Shapiro said in an article in\u00a0<em>Advertising Age<\/em>.<a class=\"footnote\" title=\"July Shapiro, \u201cA Digital Myth: Technology Doesn\u2019t Make Life Easier,\u201d\u00a0Advertising Age, May 11, 2009, (accessed May 12, 2009).\" id=\"return-footnote-3489-3\" href=\"#footnote-3489-3\" aria-label=\"Footnote 3\"><sup class=\"footnote\">[3]<\/sup><\/a>\u00a0Shapiro\u2019s observation is true, especially as it relates to business; sometimes, the crush of technology takes precedence over business etiquette. However, people have begun to rethink the lack of personal interaction and its corresponding etiquette in the workplace. Yes, \u201cthere\u2019s even an app for that\u201d; a firm named Etiquette Avenue has recently launched an iPod app for business etiquette. The fact is, technology isn\u2019t personal and can\u2019t behave in the right way at the right time with your customer or on an interview; that\u2019s completely up to\u00a0you.<\/p>\n<p>Now, we\u2019re seeing a bit of a reverse movement: Technology is so pervasive people are actually pushing back on their managers and asking them for more face time and less gadget time.<\/p>\n<h3>Being Connected vs. Being Addicted<\/h3>\n<p>In a recent pitch to a potential client, a marketing executive in Manhattan thought it was strange that his potential customer was so engaged with his iPhone that he hardly looked up from it during the meeting. After ninety minutes, someone peeked over the customer\u2019s shoulder and saw that he was playing a racing game on his iPhone. This was disappointing, but not shocking according to the marketing firm that was doing the presentation; they continued with their pitch because they wanted the business. Some are not as tolerant. Billionaire Tom Golisano, a power broker in New York politics, recently announced that he wants to have State Senate majority leader Malcolm A. Smith removed from office because Smith was focused on his iPhone during a budget meeting with him. Recently, in Dallas, Texas, a student lost his opportunity for an internship at a hedge fund when he checked his phone to check a fact during an interview and took an extra minute to check his text messages at the same time. <a class=\"footnote\" title=\"Alex Williams, \u201cAt Meetings, It\u2019s Mind Your Blackberry or Mind Your Manners,\u201d\u00a0New York Times, June 22, 2009, A1.\" id=\"return-footnote-3489-4\" href=\"#footnote-3489-4\" aria-label=\"Footnote 4\"><sup class=\"footnote\">[4]<\/sup><\/a>\u00a0 According to Maggie Jackson, author of\u00a0<em>Distracted: The Erosion of Attention and the Coming Dark Age<\/em>, we are living in \u201can institutionalized culture of interruption, where our time and attention is being fragmented by a never-ending stream of phone calls, e-mails, instant messages, text messages, and tweets.\u201d<a class=\"footnote\" title=\"Patrick Welsh, \u201cTxting Away Ur Education,\u201d\u00a0USA Today, June 23, 2009, A11.\" id=\"return-footnote-3489-5\" href=\"#footnote-3489-5\" aria-label=\"Footnote 5\"><sup class=\"footnote\">[5]<\/sup><\/a><\/p>\n<p>The need to be connected should not overwhelm respect for colleagues and customers. Although texting has become a national pastime, especially among teenagers, it\u2019s important to know the appropriate etiquette for the use of handheld electronic devices in the business environment.<\/p>\n<p>First, it\u2019s best to turn off your electronic devices\u00a0before\u00a0you enter every meeting. If you think you can\u2019t live without checking your text messages, think about how you would feel if you went on a job interview and the person with whom you were meeting was checking his electronic device during your interview. Just because some people demonstrate bad behavior and check their electronic devices for messages during a meeting doesn\u2019t make it appropriate. In fact, it will help you stand out as a good listener.<\/p>\n<h3>Telephone, Cell Phone, Voice Mail, and Conference Calls<\/h3>\n<p>Sometimes, however, the use of technology is entirely necessary to conduct business when personal interaction is impossible. It\u2019s important that verbal communication that is not face-to-face is effective and professional. Because you don\u2019t have the benefit of using or seeing the receiver\u2019s nonverbal communication, the challenges for effective and appropriate communication are even greater.<\/p>\n<p>Here are some dos and don\u2019ts of telephone etiquette:<\/p>\n<ul>\n<li>Do\u00a0be aware of the volume of your voice when you are speaking on the phone in the office or on a cell phone.<a class=\"footnote\" title=\"Joanna L. Krotz, \u201cCell Phone Etiquette: 10 Dos and Don\u2019ts,\u201d Microsoft, (accessed July 12, 2009).\" id=\"return-footnote-3489-6\" href=\"#footnote-3489-6\" aria-label=\"Footnote 6\"><sup class=\"footnote\">[6]<\/sup><\/a><\/li>\n<li>Do, when using a speakerphone, conduct the call in an enclosed or isolated area such as a conference room or office to avoid disturbing others in the area.<\/li>\n<li>Do, when leaving a voice mail message, speak slowly, enunciate, spell your name, and leave your number (this makes it much easier for the recipient to hear your message the first time).<a class=\"footnote\" title=\"John R. Quain, \u201cQuain\u2019s Top Ten Voice Mail Tips,\u201d\u00a0Fast Company, December 18, 2007,\u00a0(accessed July 17, 2009).\" id=\"return-footnote-3489-7\" href=\"#footnote-3489-7\" aria-label=\"Footnote 7\"><sup class=\"footnote\">[7]<\/sup><\/a><\/li>\n<li>Do, when you leave a voice mail message, be specific about what you want: make it easier for the caller to get back to you and include what time you will be available for a callback to avoid playing telephone tag.<a class=\"footnote\" title=\"John R. Quain, \u201cQuain\u2019s Top Ten Voice Mail Tips,\u201d\u00a0Fast Company, December 18, 2007,\u00a0(accessed July 17, 2009).\" id=\"return-footnote-3489-8\" href=\"#footnote-3489-8\" aria-label=\"Footnote 8\"><sup class=\"footnote\">[8]<\/sup><\/a><\/li>\n<li>Do\u00a0customize your voice mail message: create a different message for each of your customers or prospective customers so the message is personal and relevant.<a class=\"footnote\" title=\"Keith Rosen, \u201cEight Tips on Crafting Effective Voice Mail Messages,\u201d AllBusiness, (accessed July 17, 2009).\" id=\"return-footnote-3489-9\" href=\"#footnote-3489-9\" aria-label=\"Footnote 9\"><sup class=\"footnote\">[9]<\/sup><\/a><\/li>\n<li>Do\u00a0speak with enthusiasm: it\u2019s best to convey a smile in your voice, especially if it is the first time you are calling or leaving a message for someone.<a class=\"footnote\" title=\"Keith Rosen, \u201cEight Tips on Crafting Effective Voice Mail Messages,\u201d AllBusiness,\u00a0(accessed July 17, 2009).\" id=\"return-footnote-3489-10\" href=\"#footnote-3489-10\" aria-label=\"Footnote 10\"><sup class=\"footnote\">[10]<\/sup><\/a><\/li>\n<li>Don\u2019t\u00a0take another phone call during a meeting.<a class=\"footnote\" title=\"Joanna L. Krotz, \u201cCell Phone Etiquette: 10 Dos and Don\u2019ts,\u201d\u00a0Microsoft,\u00a0(accessed July 12, 2009).\" id=\"return-footnote-3489-11\" href=\"#footnote-3489-11\" aria-label=\"Footnote 11\"><sup class=\"footnote\">[11]<\/sup><\/a><\/li>\n<li>Don\u2019t\u00a0discuss confidential or personal issues during business calls.<\/li>\n<li>Don\u2019t\u00a0discuss confidential issues in public areas\u2014you never know who might overhear a conversation in the hallway, on a train, or in other public areas.<a class=\"footnote\" title=\"Barbara Bergstrom, \u201cGood Etiquette Is Recession-Proof,\u201d\u00a0Baltimore Business Journal, April 17, 2009,\u00a0(accessed July 12, 2009).\" id=\"return-footnote-3489-12\" href=\"#footnote-3489-12\" aria-label=\"Footnote 12\"><sup class=\"footnote\">[12]<\/sup><\/a><\/li>\n<li>Don\u2019t\u00a0leave a long, rambling voice mail message: be prepared with a message that is no longer than sixty seconds.<a class=\"footnote\" title=\"John R. Quain, \u201cQuain\u2019s Top Ten Voice Mail Tips,\u201d\u00a0Fast Company, December 18, 2007,\u00a0(accessed July 17, 2009).\" id=\"return-footnote-3489-13\" href=\"#footnote-3489-13\" aria-label=\"Footnote 13\"><sup class=\"footnote\">[13]<\/sup><\/a><\/li>\n<li>Don\u2019t\u00a0multitask during a long phone call or conference call\u2014give the other person or people the courtesy of your full attention.<\/li>\n<\/ul>\n<h3>E-mails, Text Messages, Instant Messages, and Social Networks<\/h3>\n<p>Written communication has evolved to include multiple methods, all of which have appropriate places in selling. Notice the operative word here is\u00a0appropriate. E-mail has become an accepted method of communication in most businesses, whereas text messages, instant messages, and social networks are commonplace for only some companies. That\u2019s why etiquette is especially important when using any of these methods of communication, and you should take time to choose your method carefully. Letters, memos, proposals, and other written communication are considered formal, whether they are sent on paper or transmitted via e-mail. However, text messages, instant messages, and social networking are considered informal methods of communication and should be used only to communicate less formal information, such as a meeting time when schedules have been adjusted during a factory tour. Text and instant messages should never be used to communicate company policies, proposals, pricing, or other information that is important to conduct business with customers. It\u2019s also worth noting that in all these methods your communication is permanent, so it\u2019s a good idea to know the following dos and don\u2019ts of electronic communication:<\/p>\n<ul>\n<li>Do\u00a0use an e-mail subject line that clearly tells the recipient about the content of the e-mail.<\/li>\n<li>Do\u00a0create a short, concise message that uses proper grammar and spelling\u2014use spell-check to be sure all words are spelled correctly.<a class=\"footnote\" title=\"\u201cShouting and Other E-mail Faux Pas,\u201d\u00a0BusinessLine, April 20, 2009.\" id=\"return-footnote-3489-14\" href=\"#footnote-3489-14\" aria-label=\"Footnote 14\"><sup class=\"footnote\">[14]<\/sup><\/a><\/li>\n<li>Do, in all electronic communications, use uppercase and lowercase letters as grammar dictates.<a class=\"footnote\" title=\"\u201cShouting and Other E-mail Faux Pas,\u201d\u00a0BusinessLine, April 20, 2009.\" id=\"return-footnote-3489-15\" href=\"#footnote-3489-15\" aria-label=\"Footnote 15\"><sup class=\"footnote\">[15]<\/sup><\/a><\/li>\n<li>Do\u00a0use e-mail, text messages, and instant messages when appropriate, according to your company\u2019s practices, and with your customers to communicate factual information such as to confirm meeting date, time, and location.<a class=\"footnote\" title=\"Patricia M. Buhler, \u201cManaging in the New Millennium: Six Tips to More Effective Communication,\u201d\u00a0Supervision\u00a070, no. 7 (July 2009), 19.\" id=\"return-footnote-3489-16\" href=\"#footnote-3489-16\" aria-label=\"Footnote 16\"><sup class=\"footnote\">[16]<\/sup><\/a><\/li>\n<li>Do\u00a0use social networking sites to join the conversation and add value\u2014you can build your personal brand by creating a blog or joining a professional conversation on social networking sites such as Twitter or Facebook.<a class=\"footnote\" title=\"Norman Birnbach, \u201c10 Twitter Etiquette Rules,\u201d\u00a0Fast Company, July 2, 2008,\u00a0(accessed July 17, 2009).\" id=\"return-footnote-3489-17\" href=\"#footnote-3489-17\" aria-label=\"Footnote 17\"><sup class=\"footnote\">[17]<\/sup><\/a><\/li>\n<li>Don\u2019t\u00a0use all capital letters in an e-mail; it appears that you are shouting or angry.<a class=\"footnote\" title=\"\u201cShouting and Other E-mail Faux Pas,\u201d\u00a0BusinessLine, April 20, 2009.\" id=\"return-footnote-3489-18\" href=\"#footnote-3489-18\" aria-label=\"Footnote 18\"><sup class=\"footnote\">[18]<\/sup><\/a><\/li>\n<li>Don\u2019t\u00a0use \u201cReply to All\u201d unless it\u2019s absolutely necessary that all the recipients see your response\u2014be selective to avoid mailbox overload.<\/li>\n<li>Don\u2019t\u00a0send an e-mail, text message, or instant message when you are angry: take the time to think about what you send because you can\u2019t take it back after it\u2019s sent.<a class=\"footnote\" title=\"Paul Glover, \u201cWhy We Need E-mail Etiquette,\u201d\u00a0Fast Company, December 30, 2008,\u00a0(accessed July 17, 2007).\" id=\"return-footnote-3489-19\" href=\"#footnote-3489-19\" aria-label=\"Footnote 19\"><sup class=\"footnote\">[19]<\/sup><\/a><\/li>\n<li>Don\u2019t\u00a0use abbreviations like \u201cur,\u201d \u201c2b,\u201d and others\u2014this is not appropriate business communication.<a class=\"footnote\" title=\"Norman Birnbach, \u201c10 Twitter Etiquette Rules,\u201d\u00a0Fast Company, July 2, 2008,\u00a0(accessed July 17, 2009).\" id=\"return-footnote-3489-20\" href=\"#footnote-3489-20\" aria-label=\"Footnote 20\"><sup class=\"footnote\">[20]<\/sup><\/a><\/li>\n<li>Don\u2019t\u00a0use company e-mail, text message, or instant message accounts to send personal correspondence, and don\u2019t check your personal accounts or pages during company time, as all communication that takes place on company hardware and servers is property of the company.<\/li>\n<li>Don\u2019t\u00a0use electronic communication to transmit bad news: talk to the person first, and if follow-up is necessary, reiterate the information in written form.<\/li>\n<li>Don\u2019t\u00a0use text messages, instant messages, or social networks to communicate information such as pricing, proposals, reports, service agreements, and other company information that should be sent using a more formal method.<\/li>\n<\/ul>\n<h3>Music to Your Ears<\/h3>\n<p>When is an iPod or other MP3 player or a handheld gaming device appropriate at work? Only when it is used for business purposes. \u201cYou\u2019re isolating yourself,\u201d says Dale Chapman Webb, founder of The Protocol Centre in Coral Gables, Florida. \u201cYou are sending a message that my music is more important than the work at hand.\u201d<\/p>\n<p>&nbsp;<\/p>\n<h2>Check Your Understanding<\/h2>\n<p>Answer the question(s) below to see how well you understand the topics covered in this section. This short quiz does <strong>not<\/strong> count toward your grade in the class, and you can retake it an unlimited number of times.<\/p>\n<p>Use this quiz to check your understanding and decide whether to (1) study the previous section further or (2) move on to the next section.<\/p>\n<p>\t<iframe id=\"lumen_assessment_213\" class=\"resizable\" src=\"https:\/\/assessments.lumenlearning.com\/assessments\/load?assessment_id=213&#38;embed=1&#38;external_user_id=&#38;external_context_id=&#38;iframe_resize_id=lumen_assessment_213\" frameborder=\"0\" style=\"border:none;width:100%;height:100%;min-height:400px;\"><br \/>\n\t<\/iframe><\/p>\n\n\t\t\t <section class=\"citations-section\" role=\"contentinfo\">\n\t\t\t <h3>Candela Citations<\/h3>\n\t\t\t\t\t <div>\n\t\t\t\t\t\t <div id=\"citation-list-3489\">\n\t\t\t\t\t\t\t <div class=\"licensing\"><div class=\"license-attribution-dropdown-subheading\">CC licensed content, Original<\/div><ul class=\"citation-list\"><li>Revision and adaptation. <strong>Authored by<\/strong>: Linda Williams and Lumen Learning. <strong>Provided by<\/strong>: Tidewater Community College. <strong>License<\/strong>: <em><a target=\"_blank\" rel=\"license\" href=\"https:\/\/creativecommons.org\/licenses\/by-nc-sa\/4.0\/\">CC BY-NC-SA: Attribution-NonCommercial-ShareAlike<\/a><\/em><\/li><\/ul><div class=\"license-attribution-dropdown-subheading\">CC licensed content, Shared previously<\/div><ul class=\"citation-list\"><li>Powerful Selling. <strong>Authored by<\/strong>: Anonymous. <strong>Provided by<\/strong>: Anonymous. <strong>Located at<\/strong>: <a target=\"_blank\" href=\"http:\/\/2012books.lardbucket.org\/books\/powerful-selling\/s08-02-your-best-behavior.html\">http:\/\/2012books.lardbucket.org\/books\/powerful-selling\/s08-02-your-best-behavior.html<\/a>. <strong>License<\/strong>: <em><a target=\"_blank\" rel=\"license\" href=\"https:\/\/creativecommons.org\/licenses\/by-nc-sa\/4.0\/\">CC BY-NC-SA: Attribution-NonCommercial-ShareAlike<\/a><\/em><\/li><\/ul><\/div>\n\t\t\t\t\t\t <\/div>\n\t\t\t\t\t <\/div>\n\t\t\t <\/section><hr class=\"before-footnotes clear\" \/><div class=\"footnotes\"><ol><li id=\"footnote-3489-1\">Mary Ellen Guffey,\u00a0Business Communication, 6th ed. (Mason, OH: South-Western Publishing, 2008), 175. <a href=\"#return-footnote-3489-1\" class=\"return-footnote\" aria-label=\"Return to footnote 1\">&crarr;<\/a><\/li><li id=\"footnote-3489-2\">John Naisbitt,\u00a0Megatrends: Ten New Directions Transforming Our Lives\u00a0(New York: Grand Central Publishing, 1998). <a href=\"#return-footnote-3489-2\" class=\"return-footnote\" aria-label=\"Return to footnote 2\">&crarr;<\/a><\/li><li id=\"footnote-3489-3\">July Shapiro, \u201c<a href=\"http:\/\/adage.com\/digitalnext\/post?article_id=136533\" target=\"_blank\">A Digital Myth: Technology Doesn\u2019t Make Life Easier<\/a>,\u201d\u00a0Advertising Age, May 11, 2009, (accessed May 12, 2009). <a href=\"#return-footnote-3489-3\" class=\"return-footnote\" aria-label=\"Return to footnote 3\">&crarr;<\/a><\/li><li id=\"footnote-3489-4\">Alex Williams, \u201cAt Meetings, It\u2019s Mind Your Blackberry or Mind Your Manners,\u201d\u00a0New York Times, June 22, 2009, A1. <a href=\"#return-footnote-3489-4\" class=\"return-footnote\" aria-label=\"Return to footnote 4\">&crarr;<\/a><\/li><li id=\"footnote-3489-5\">Patrick Welsh, \u201cTxting Away Ur Education,\u201d\u00a0USA Today, June 23, 2009, A11. <a href=\"#return-footnote-3489-5\" class=\"return-footnote\" aria-label=\"Return to footnote 5\">&crarr;<\/a><\/li><li id=\"footnote-3489-6\">Joanna L. Krotz, \u201c<a href=\"http:\/\/www.microsoft.com\/smAllBusiness\/resources\/ArticleReader\/website\/default.aspx?Print=1&amp;ArticleId=Cellphoneetiquettedosanddonts\" target=\"_blank\">Cell Phone Etiquette: 10 Dos and Don\u2019ts<\/a>,\u201d Microsoft, (accessed July 12, 2009). <a href=\"#return-footnote-3489-6\" class=\"return-footnote\" aria-label=\"Return to footnote 6\">&crarr;<\/a><\/li><li id=\"footnote-3489-7\">John R. Quain, \u201c<a href=\"http:\/\/www.fastcompany.com\/magazine\/18\/topten.html\" target=\"_blank\">Quain\u2019s Top Ten Voice Mail Tips<\/a>,\u201d\u00a0Fast Company, December 18, 2007,\u00a0(accessed July 17, 2009). <a href=\"#return-footnote-3489-7\" class=\"return-footnote\" aria-label=\"Return to footnote 7\">&crarr;<\/a><\/li><li id=\"footnote-3489-8\">John R. Quain, \u201c<a href=\"http:\/\/www.fastcompany.com\/magazine\/18\/topten.html\" target=\"_blank\">Quain\u2019s Top Ten Voice Mail Tips<\/a>,\u201d\u00a0Fast Company, December 18, 2007,\u00a0(accessed July 17, 2009). <a href=\"#return-footnote-3489-8\" class=\"return-footnote\" aria-label=\"Return to footnote 8\">&crarr;<\/a><\/li><li id=\"footnote-3489-9\">Keith Rosen, \u201c<a href=\"http:\/\/www.allbusiness.com\/sales\/selling-techniques-telesales\/2975818-1.html\" target=\"_blank\">Eight Tips on Crafting Effective Voice Mail Messages<\/a>,\u201d AllBusiness, (accessed July 17, 2009). <a href=\"#return-footnote-3489-9\" class=\"return-footnote\" aria-label=\"Return to footnote 9\">&crarr;<\/a><\/li><li id=\"footnote-3489-10\">Keith Rosen, \u201c<a href=\"http:\/\/www.allbusiness.com\/sales\/selling-techniques-telesales\/2975818-1.html\" target=\"_blank\">Eight Tips on Crafting Effective Voice Mail Messages<\/a>,\u201d AllBusiness,\u00a0(accessed July 17, 2009). <a href=\"#return-footnote-3489-10\" class=\"return-footnote\" aria-label=\"Return to footnote 10\">&crarr;<\/a><\/li><li id=\"footnote-3489-11\">Joanna L. Krotz, \u201c<a href=\"http:\/\/www.microsoft.com\/smAllBusiness\/resources\/ArticleReader\/website\/default.aspx?Print=1&amp;ArticleId=Cellphoneetiquettedosanddonts\" target=\"_blank\">Cell Phone Etiquette: 10 Dos and Don\u2019ts<\/a>,\u201d\u00a0Microsoft,\u00a0(accessed July 12, 2009). <a href=\"#return-footnote-3489-11\" class=\"return-footnote\" aria-label=\"Return to footnote 11\">&crarr;<\/a><\/li><li id=\"footnote-3489-12\">Barbara Bergstrom, \u201c<a href=\"http:\/\/www.bizjournals.com\/baltimore\/stories\/2009\/04\/20\/smallb3.html?t=printable\" target=\"_blank\">Good Etiquette Is Recession-Proof<\/a>,\u201d\u00a0Baltimore Business Journal, April 17, 2009,\u00a0(accessed July 12, 2009). <a href=\"#return-footnote-3489-12\" class=\"return-footnote\" aria-label=\"Return to footnote 12\">&crarr;<\/a><\/li><li id=\"footnote-3489-13\">John R. Quain, \u201c<a href=\"http:\/\/www.fastcompany.com\/magazine\/18\/topten.html\" target=\"_blank\">Quain\u2019s Top Ten Voice Mail Tips<\/a>,\u201d\u00a0Fast Company, December 18, 2007,\u00a0(accessed July 17, 2009). <a href=\"#return-footnote-3489-13\" class=\"return-footnote\" aria-label=\"Return to footnote 13\">&crarr;<\/a><\/li><li id=\"footnote-3489-14\">\u201cShouting and Other E-mail Faux Pas,\u201d\u00a0BusinessLine, April 20, 2009. <a href=\"#return-footnote-3489-14\" class=\"return-footnote\" aria-label=\"Return to footnote 14\">&crarr;<\/a><\/li><li id=\"footnote-3489-15\">\u201cShouting and Other E-mail Faux Pas,\u201d\u00a0BusinessLine, April 20, 2009. <a href=\"#return-footnote-3489-15\" class=\"return-footnote\" aria-label=\"Return to footnote 15\">&crarr;<\/a><\/li><li id=\"footnote-3489-16\">Patricia M. Buhler, \u201cManaging in the New Millennium: Six Tips to More Effective Communication,\u201d\u00a0Supervision\u00a070, no. 7 (July 2009), 19. <a href=\"#return-footnote-3489-16\" class=\"return-footnote\" aria-label=\"Return to footnote 16\">&crarr;<\/a><\/li><li id=\"footnote-3489-17\">Norman Birnbach, \u201c<a href=\"http:\/\/www.fastcompany.com\/blog\/norman-birnbach\/pr-back-talk\/10-twitter-etiquette-rules\" target=\"_blank\">10 Twitter Etiquette Rules<\/a>,\u201d\u00a0Fast Company, July 2, 2008,\u00a0(accessed July 17, 2009). <a href=\"#return-footnote-3489-17\" class=\"return-footnote\" aria-label=\"Return to footnote 17\">&crarr;<\/a><\/li><li id=\"footnote-3489-18\">\u201cShouting and Other E-mail Faux Pas,\u201d\u00a0BusinessLine, April 20, 2009. <a href=\"#return-footnote-3489-18\" class=\"return-footnote\" aria-label=\"Return to footnote 18\">&crarr;<\/a><\/li><li id=\"footnote-3489-19\">Paul Glover, \u201c<a href=\"http:\/\/www.fastcompany.com\/blog\/paul-glover\/surviving-workquakec\/why-we-need-e-mail-etiquette\" target=\"_blank\">Why We Need E-mail Etiquette<\/a>,\u201d\u00a0Fast Company, December 30, 2008,\u00a0(accessed July 17, 2007). <a href=\"#return-footnote-3489-19\" class=\"return-footnote\" aria-label=\"Return to footnote 19\">&crarr;<\/a><\/li><li id=\"footnote-3489-20\">Norman Birnbach, \u201c<a href=\"http:\/\/www.fastcompany.com\/blog\/norman-birnbach\/pr-back-talk\/10-twitter-etiquette-rules\" target=\"_blank\">10 Twitter Etiquette Rules<\/a>,\u201d\u00a0Fast Company, July 2, 2008,\u00a0(accessed July 17, 2009). <a href=\"#return-footnote-3489-20\" class=\"return-footnote\" aria-label=\"Return to footnote 20\">&crarr;<\/a><\/li><\/ol><\/div>","protected":false},"author":124,"menu_order":11,"template":"","meta":{"_candela_citation":"[{\"type\":\"cc\",\"description\":\"Powerful Selling\",\"author\":\"Anonymous\",\"organization\":\"Anonymous\",\"url\":\"http:\/\/2012books.lardbucket.org\/books\/powerful-selling\/s08-02-your-best-behavior.html\",\"project\":\"\",\"license\":\"cc-by-nc-sa\",\"license_terms\":\"\"},{\"type\":\"original\",\"description\":\"Revision and adaptation\",\"author\":\"Linda Williams and Lumen Learning\",\"organization\":\"Tidewater Community College\",\"url\":\"\",\"project\":\"\",\"license\":\"cc-by-nc-sa\",\"license_terms\":\"\"}]","CANDELA_OUTCOMES_GUID":"d885d0c3-792b-47a4-ad9e-e39b0ec4ff0c","pb_show_title":"on","pb_short_title":"","pb_subtitle":"","pb_authors":[],"pb_section_license":""},"chapter-type":[],"contributor":[],"license":[],"class_list":["post-3489","chapter","type-chapter","status-publish","hentry"],"part":90,"_links":{"self":[{"href":"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-json\/pressbooks\/v2\/chapters\/3489","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-json\/wp\/v2\/users\/124"}],"version-history":[{"count":14,"href":"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-json\/pressbooks\/v2\/chapters\/3489\/revisions"}],"predecessor-version":[{"id":5768,"href":"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-json\/pressbooks\/v2\/chapters\/3489\/revisions\/5768"}],"part":[{"href":"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-json\/pressbooks\/v2\/parts\/90"}],"metadata":[{"href":"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-json\/pressbooks\/v2\/chapters\/3489\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-json\/wp\/v2\/media?parent=3489"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-json\/pressbooks\/v2\/chapter-type?post=3489"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-json\/wp\/v2\/contributor?post=3489"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/wp-json\/wp\/v2\/license?post=3489"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}