Achieving successthrough effective business communicationDick SaliganACTW1Trend in business communicationPublicationLectureIntrusionOne to manyControlLow message frequencyFew channelsInformation hoardingHierarchicalStaticStructuredIsolationPlannedIsolatedConversationalDiscussionPermissionBidirectional, multidirectionalOne to one, many to manyInfluenceHigh message frequencyMany channelsInformation sharingDynamicEgalitarianAmorphousCollaborationReactiveResponsiveMost companies are in between Whats wrong with this email?To: Subject: Web 2.0 strategy

All,

The consultant we discussed at last weeks status meeting is available to meet next Tuesday. This guy has helped a number of customer service organizations, and hell be available to give us some advice and figure out what our needs are.

Lets not waste this opportunity to learn more about Web 2.0 tools for customer service. Id like everyone to prepare some intelligent questions ahead of time. Well forward them to Mr. Reyes so that he can think about them before the meeting. I was rather disappointed last time we brought in an expert like this; I have to beg these people to talk to us, and most of you just sat and stared during the Q&A session.

Details:Tuesday10:00 a.m. to wheneverMalindang Conference Room

I consider that very important for everyone on the team to be at this meeting, but if you wont attend, at least try to phone in so you can hear whats going on.

RandolphWhats wrong with this email?To: Subject: Web 2.0 strategy

All,

The consultant we discussed at last weeks status meeting is available to meet next Tuesday. This guy has helped a number of customer service organizations, and hell be available to give us some advice and figure out what our needs are.

Lets not waste this opportunity to learn more about Web 2.0 tools for customer service. Id like everyone to prepare some intelligent questions ahead of time. Well forward them to Mr. Reyes so that he can think about them before the meeting. I was rather disappointed last time we brought in an expert like this; I have to beg these people to talk to us, and most of you just sat and stared during the Q&A session.

Details:Tuesday10:00 a.m. to wheneverMalindang Conference Room

I consider that very important for everyone on the team to be at this meeting, but if you wont attend, at least try to phone in so you can hear whats going on.

RandolphBy using a vague subject line, fails to alert people to the upcoming meetingWhats wrong with this email?To: Subject: Web 2.0 strategy

All,

The consultant we discussed at last weeks status meeting is available to meet next Tuesday. This guy has helped a number of customer service organizations, and hell be available to give us some advice and figure out what our needs are.

Lets not waste this opportunity to learn more about Web 2.0 tools for customer service. Id like everyone to prepare some intelligent questions ahead of time. Well forward them to Mr. Reyes so that he can think about them before the meeting. I was rather disappointed last time we brought in an expert like this; I have to beg these people to talk to us, and most of you just sat and stared during the Q&A session.

Details:Tuesday10:00 a.m. to wheneverMalindang Conference Room

I consider that very important for everyone on the team to be at this meeting, but if you wont attend, at least try to phone in so you can hear whats going on.

RandolphOpens with a cold, somewhat off putting greetingWhats wrong with this email?To: Subject: Web 2.0 strategy

All,

The consultant we discussed at last weeks status meeting is available to meet next Tuesday. This guy has helped a number of customer service organizations, and hell be available to give us some advice and figure out what our needs are.

Lets not waste this opportunity to learn more about Web 2.0 tools for customer service. Id like everyone to prepare some intelligent questions ahead of time. Well forward them to Mr. Reyes so that he can think about them before the meeting. I was rather disappointed last time we brought in an expert like this; I have to beg these people to talk to us, and most of you just sat and stared during the Q&A session.

Details:Tuesday10:00 a.m. to wheneverMalindang Conference Room

I consider that very important for everyone on the team to be at this meeting, but if you wont attend, at least try to phone in so you can hear whats going on.

RandolphDoesnt provide necessary background info for anyone who missed the meeting.Whats wrong with this email?To: Subject: Web 2.0 strategy

All,

The consultant we discussed at last weeks status meeting is available to meet next Tuesday. This guy has helped a number of customer service organizations, and hell be available to give us some advice and figure out what our needs are.

Lets not waste this opportunity to learn more about Web 2.0 tools for customer service. Id like everyone to prepare some intelligent questions ahead of time. Well forward them to Mr. Reyes so that he can think about them before the meeting. I was rather disappointed last time we brought in an expert like this; I have to beg these people to talk to us, and most of you just sat and stared during the Q&A session.

Details:Tuesday10:00 a.m. to wheneverMalindang Conference Room

I consider that very important for everyone on the team to be at this meeting, but if you wont attend, at least try to phone in so you can hear whats going on.

RandolphPuts reader on the defense with a negative accusatory tone.Whats wrong with this email?To: Subject: Web 2.0 strategy

All,

The consultant we discussed at last weeks status meeting is available to meet next Tuesday. This guy has helped a number of customer service organizations, and hell be available to give us some advice and figure out what our needs are.

Lets not waste this opportunity to learn more about Web 2.0 tools for customer service. Id like everyone to prepare some intelligent questions ahead of time. Well forward them to Mr. Reyes so that he can think about them before the meeting. I was rather disappointed last time we brought in an expert like this; I have to beg these people to talk to us, and most of you just sat and stared during the Q&A session.

Details:Tuesday10:00 a.m. to wheneverMalindang Conference Room

I consider that very important for everyone on the team to be at this meeting, but if you wont attend, at least try to phone in so you can hear whats going on.

RandolphFails to clarify who needs to do what by when.Whats wrong with this email?To: Subject: Web 2.0 strategy

All,

The consultant we discussed at last weeks status meeting is available to meet next Tuesday. This guy has helped a number of customer service organizations, and hell be available to give us some advice and figure out what our needs are.

Lets not waste this opportunity to learn more about Web 2.0 tools for customer service. Id like everyone to prepare some intelligent questions ahead of time. Well forward them to Mr. Reyes so that he can think about them before the meeting. I was rather disappointed last time we brought in an expert like this; I have to beg these people to talk to us, and most of you just sat and stared during the Q&A session.

Details:Tuesday10:00 a.m. to wheneverMalindang Conference Room

I consider that very important for everyone on the team to be at this meeting, but if you wont attend, at least try to phone in so you can hear whats going on.

RandolphSpecifies the day but not the date, which could lead to confusion.Whats wrong with this email?To: Subject: Web 2.0 strategy

All,

The consultant we discussed at last weeks status meeting is available to meet next Tuesday. This guy has helped a number of customer service organizations, and hell be available to give us some advice and figure out what our needs are.

Lets not waste this opportunity to learn more about Web 2.0 tools for customer service. Id like everyone to prepare some intelligent questions ahead of time. Well forward them to Mr. Reyes so that he can think about them before the meeting. I was rather disappointed last time we brought in an expert like this; I have to beg these people to talk to us, and most of you just sat and stared during the Q&A session.

Details:Tuesday10:00 a.m. to wheneverMalindang Conference Room

I consider that very important for everyone on the team to be at this meeting, but if you wont attend, at least try to phone in so you can hear whats going on.

RandolphAssumes that people who wont attend dont want to, which might not be true.Whats wrong with this email?To: Subject: Web 2.0 strategy

All,

The consultant we discussed at last weeks status meeting is available to meet next Tuesday. This guy has helped a number of customer service organizations, and hell be available to give us some advice and figure out what our needs are.

Lets not waste this opportunity to learn more about Web 2.0 tools for customer service. Id like everyone to prepare some intelligent questions ahead of time. Well forward them to Mr. Reyes so that he can think about them before the meeting. I was rather disappointed last time we brought in an expert like this; I have to beg these people to talk to us, and most of you just sat and stared during the Q&A session.

Details:Tuesday10:00 a.m. to wheneverMalindang Conference Room

I consider that very important for everyone on the team to be at this meeting, but if you wont attend, at least try to phone in so you can hear whats going on.

RandolphFails to provide alternative contact information or invite questions about the meeting.Whats wrong with this email?To: Subject: Web 2.0 strategy

All,

The consultant we discussed at last weeks status meeting is available to meet next Tuesday. This guy has helped a number of customer service organizations, and hell be available to give us some advice and figure out what our needs are.

Lets not waste this opportunity to learn more about Web 2.0 tools for customer service. Id like everyone to prepare some intelligent questions ahead of time. Well forward them to Mr. Reyes so that he can think about them before the meeting. I was rather disappointed last time we brought in an expert like this; I have to beg these people to talk to us, and most of you just sat and stared during the Q&A session.

Details:Tuesday10:00 a.m. to wheneverMalindang Conference Room

I consider that very important for everyone on the team to be at this meeting, but if you wont attend, at least try to phone in so you can hear whats going on.

RandolphLacks a close (such as thank you), which contributes to harsh, abrupt toneRecognizing effective communicationProvide practical informationGive facts rather than vague impressionsPresent information in a concise, efficient mannerClarify expectations and responsibilitiesOffer compelling, persuasive arguments and recommendationsImproved version of the emailTo: Subject: IM strategy meeting, Tues. 10 a.m. 2 p.m.

Hi Team,

The Web 2.0 consultant we discussed at last weeks status meeting is available to meet with us next Tuesday at 10:00 a.m. For those of you who missed the meeting, Ray Dolor has helped a number of customer service organizations use Web 2.0 tools to improve customer service program. Hes agreed to spend several hours with us to answer any questions we have about these technologies.

This meeting is a great opportunity for us to learn about important innovations in customer service, so lets make sure we get the most out of it. Id like each of the project leaders to brainstorm with your groups and prepare questions that are relevant to your specific parts of the Web 2.0 project. Please e-mail these questions to Philmers (philmers@lsu.edu.ph) by the end of the day Thursday, and shell forward them to Mr. Reyes before the meeting

Details:Tuesday, December 2510:00 a.m. to 2:00 p.m.Malindang Conference RoomWere ordering in sandwiches; please register your choice on the intranet by Monday at 5:00 p.m.

For those of you who cant attend in person, please dial in on the conference line. Youll be able to see the PowerPoint slides via WebEx, as usual. If you have any questions about the meeting, feel free to drop by my office any time on Friday.

Cheers,

RandolphGroup Manager, Retail SystemsOffice: 521-5555Mobile: 0917-555-555Unique challenges of business communicationThe globalization of business and the increase in workforce diversityThe increase value of business informationCompetitive insightsCustomer needsRegulations and guidelinesThe pervasiveness of technologyThe evolution of organizational structureThe growing reliance on teamworkThe communication processThings to consider in business communicationBeing sensitive to business etiquetteMinimizing distractionsFine-tuning your business communication skillsGivingand responding toconstructive feedbackKeeping technology in perspective (It is just a tool. If you lack the essential skill, it cant fill in the gaps.)Guarding against information overload and information addictionQuestions and Comments