MGT 350W EXAM 2

What are the 3 parts of a formal report?

front matter

report

back matter

what are the necessary aspects of front matter?

title page

table of contents

executive summary

what are the necessary aspects of the report?

introduction

body

conclusion

what are the aspects of back matter?

references

appendices

Mobile devices largely access data and applications stored in the _______

cloud

what do VPN's offer?

secure access to organizations' information from any location in the world that provides an internet connection. This is done via encryption.

how often should you check your inbox?

Check email at set times, no more than 2-3x/day

boundaries for email responding

• Silence most notifications

• Agree on a schedule with your boss and share with colleagues

• Answer short emails immediately; schedule time for complex emails

what are the components of a professional email? (6)

1. Compelling subject line

2. Appropriate greeting or salutation

3. Well organized body, constructed for readability and tone

4. Closing information

5. Subject line lucky is 6 words\

6. add the writer contract information and full name

Responding to e-mails can be time-consuming and_________________.

can blur work/life boundaries

what is down editing and explain it componets

inserting your responses to parts of the incoming message

• Delete the sender's message headers, signature, and all unnecessary parts

• Include only the parts of the incoming message to which you are responding

• Use a different font color for your down edits

• If more than one person will see response, identify responses with your initials

Instant Messaging (IM)

enables 2 + individuals to communicate in real time by exchanging brief text-based messages

short message service (SMS)

supplied by a wireless service provider

Used when iPhone and Android text each other

Rich communication services (RCS)

add advanced features such as multimedia enhanced texts

Used when iPhone and iPhone text each other

What is difference between SMS and RCS

short message service

• it need to certain length

• no send pic or files

• no protection

Rich communicating services

• you can tell that they read the text message

• lock it message in a safely

What is risk of messaging app and texting(6)

1. distracting

2. some service unencrypted

3. Open to phishing (fraudulent schemes),

4. viruses,

5. malware (malicious software programs).

6. Subject to discovery (disclosure) –

   • can be evidence in lawsuits.

Messaging & Texting Etiquette (7)

1. Stay away from slang and acronyms with swear words in them

2. Avoid talking about job hunting, illness, finances, or hating coworkers

3. Resist arguments, passive-aggressiveness, bullying, and flaming

4. Compliment your coworkers

5. Curb the emojis

6. Use miscellaneous channels to make friends

7. Adjust your tone to your audience

Podcasts

digital audio programs distributed over the internet

what can podcasts be used for?

Educational

Entertainment

Persuasive

Promotional

Commercial

what 2 words are combined to make the word blog?

web log

Businesses use blogs for...(6)

1. Public relations

2. Customer relations

3. Market research

4. Internal communication

5. Online community building

6. Recruiting

Blog:

a website or social media platform with journal entries

Usually written by one person with comments from others.

Firms invite __________ to blog on their platforms

influence

____________ are influential online opinion-leaders who are powerful product champions and ___________or advocate for brands and services in exchange for compensation and perks.

Brand ambassador

evangelize

Viral marketing

rapid spread of messages online, much like the spread of diseases

Social media enable businesses to...(4)

1. Connect with customers and employees

2. Share company news

3. Promote goods and services

4. Exchange idea

Disinformation and example

false news stories, doctored narratives, and propaganda spread on social media to confuse and incite the public

Foreign guests use large bot armies to spread disinformation

deep fakes

doctored video footage that makes people seem to say or do something they did not do

echo chambers

online communities of like minded people who embrace narratives confirming their existing views, resulting in polarization

Trolls

social media users who provoke arguments and disrupt discussions

Doxxing

bullying a person by exposing their personal info

Cyberbullying

a form of bullying committed with digital devices

Memos also used ____________.

Sometimes as e-mail attachments

Letters typically for ____________ communication

external

When writing direct request messages, follow these guidelines: (3)

1. -Opening

   • Ask the most important question

   • Express a polite command

   • State a main idea

2. Body

   • Explain the request logically and courteously

   • Ask other questions if necessary

3. Closing

• Request a specific action with an end date

• Express appreciation

what is the general structure to follow when responding to requests?

1. Subject line

   • Summarize your main info

2. Opening

   • Directly respond to the request with a summary statement

3. Body

   • Provide additional information and details in a readable format

4. Closing

   • Add a concluding remark, summary, or offer of further assistance

Instruction messages describe_______________.

how to complete a task

When composing instruction message, follow these guidelines

1. -Subject line

   • Summarize content of message

2. -Opening

   • State main idea concisely

3. -Body

   • List steps in order

4. -Closing

   • Request specific action, summarize messages, or present closing thoughts. If appropriate, include a deadline and a reason

Write directions in ________________________(EX: sign the contract immediately) rather than __________________________ (EX: the contract must be signed immediately)

imperative mood, indicative mood

Claim

a message written by a customer to identify or correct a wrong

Firms monitor online chatter through _________________

social listening

Adjustment

a written reply to a customer claim; the reply seeks to rectify the wrong, regain customer confidence, and promote future business

to apologize or not to apologize?

1. Could trigger lawsuit

2. Some states have passed apology laws that protect

3. Might remind customer of unpleasantness

4. If it seems natural, do so early and briefly

goodwill messages may be written to...

1. Customers for their orders

2. Hosts for their hospitality

3. Individuals for kindness performed

4. Employees for a job well done

5. Customers who complain

what is primary goal and secondary goal of goodwill message

primary goal: spread goodness and happiness

secondary goal: building good relationship to help your business

Negative feelings associated with disappointing news can generally be reduced if the receiver...

1. Knows the reasons for the letdown

2. Feels that the news was revealed sensitively

3. Believes that the matter was treated seriously and fairly

Direct strategy & it's general structure

main idea first, followed by details, an explanation, or evidence

• Apply to positive and neutral messages

Indirect strategy and its general structure

main idea later, after details, explanation, or evidence

• Use when audience might be unwilling, uninterested, disappointed or hostile

Buffer possibilities

• Best news

  • Start with the part of the message that represents the best news

• Compliment

  • Praise the receivers accomplishments, organization, or efforts

• Appreciation

  • Express thanks for doing business, for sending something, etc.

• Agreement

  • Make a statement with which both you and receiver can agree

• Facts

  • Provide objective information that introduces the bad news

• Understanding

  • Show that you care about the reader

• Apology

  • Admit blameworthiness and regret for an undesirable event

• Convey empathy (understanding our emotional impact on others and making change as a result)

How to close pleasantly

-Forward look

Anticipate future relations or business

-Alternative

If an alternative exists, offer follow through advice

-Good wishes

Offer thoughtful sentiments

-Freebies

Consider sending coupon, sample, or gift

-Resale or sales promotion

Direct customer to offerings that might satisfy

Call or email disappointed customer immediately or reply to post within ____hours

24

When the bad news involves one person or a small group nearby, you should generally deliver that news_____________

in person

how to prepare for delivering bad news in person

-Gather all information

Remember that there are often 2 sides to a story

-Prepare and rehearse

Outline what you plan to say

-Explain

Address past, present, and future of the situation

-Consider taking a partner

Consider bringing an expert

-Think about timing

Avoid end of work week bombshells

-Be patient with the reaction

Allow time for receiver to process

Effective persuasion techniques

Establish credibility

Make a responsible, specific request

Tie facts to benefits

Recognize the power of loss

Expect and overcome resistance

Share solutions and compromise

Opening

Describe a problem

Make an unexpected statement

Suggest reader benefits

Offer praise or compliments

Ask a stimulating question

Body

Explaining logically and concisely the purpose of the request

Using facts, stats, expert opinion, examples, and specific details

Focusing on the reader's direct and indirect benefits

Reducing resistance

Eliciting a desire to comply

Anticipating objections, offering counter-arguments, establishing credibility, demonstrating competence, and showing value of your proposal

Closing

Asking for a particular action

Making the action easy to take

Showing courtesy, respect, and gratitude

Downward Communication

communication that flows from higher to lower levels in an organization

Upward Communication

communication that flows from lower to higher levels in an organization

horizontal communication

information shared among people on the same hierarchical level

Persuading Employees: Messages Flowing Downward

Instructions or directives usually require little persuasion

Info about procedures, equipment, or customer service use the direct strategy, with the purpose immediately stated

Asking employees to participate in capacities outside their work roles often requires persuasion

Pay attention to tone: use warm words and conversational tone

Present honest, accurate evidence: strong but honest argument

Persuading the Boss: Messages Flowing Upward

Critical to provide facts, figures, and evidence

Helps to emphasize how proposal saves money or benefits firm

Pay attention to tone

Avoid sounding pushy

Strive for conversational, yet professional tone that conveys warmth, competence, and confidence

Persuading Coworkers: Messages Flowing Horizontally

Put yourself in other person's shoes

Consider less-formal channels and settings

Pay attention to tone

Consider how you would like to be addressed

Convey empathy

Formality can sometimes backfire

Direct mail:

sales letters, postcards, flyers, product samples and brochures

Often have greater emotional impact than digital ad content

Can be highly targeted and printed in large quantities

Digital advertising: email, banners, social media postings, SEO(search engine optimization)

Can track consumer behavior and often interactive

Has wide reach and can be micro-targeted

Spam: unsolicited, often unwanted promotional email

AIDA

-Attention: (placed in the opening)

captures attention, creates awareness, making dales propositions, prompts audience to read on

-Interest: (placed in the body)

describes central selling points, focus on features and benefits

-Desire: (placed in the body)

reduce resistance, reassure reader, elicits the desire of ownership, motivates action

-Action: (placed in the closing)

offer an incentive or gift limits the offer, sets a deadline, makes it easy for the reader to respond, closest the sale

Business Reports are written to...

To convey information

To answer questions

To solve problems

Informational Reports

present data without analysis or recommendations

_____________ reports (EX for expansion opportunities) and ______________ reports (EX for buying equipment)

analytical, justification

informal writing style

is conversational and characterized by a friendly tone, first person pronouns, and shorter sentences

formal writing style

is characterized by objectivity, authority, and impartiality

Portable document format (PDF)

condenses documents while preserving formatting and graphics

Infographics

visual representations of data or info

Email and memo formats

reports that begin with essential background information, using standard headings including date, to, from, and subject

Templates

digital forms suitable for repetitive data (EX monthly sales reports)

Letter format

prepared on office stationery; includes date, inside address, salutation, and complimentary close

Manuscript format

usually printed on plain paper without letterhead or memo header; title followed by systematically displayed headings and subheadings

Functional headings

brief labels that provide little insight about the contents

Talking headings

longer labels that provide more info and sparks interest

problem statement

helps clarify task and defines report's purpose and scope

purpose statement

Defines focus of report and provides standard that keeps project on target

Primary data

comes from first hand experience (EX: surveys, interviews, observations, and experimentation)

Secondary data

comes from what others have experienced or observed and recorded (EX: books, magazines, journals, and podcasts)

Feasibility reports

examine the practicality and advisability of following a course of action. Answer the question "will this plan or proposal work?"

Yardstick reports

examine problems with 2 or more solutions. To determine best solution, writer establishes criteria by which to compare available options

Proposal

a written offer to solve a problem, provide a service, pitch a project, sell equipment, etc.

Grant Proposal

formal document submitted to a government or private organization that explains a project, outlines its budget, and requests money in the form of a grant

request for proposal (RFP)

a document that specifies their requirements

Used to invite competitive bids from vendors

Ensure that bids are comparable and that funds are awarded fairly

solicited proposal

is the response to an RFP

Enterprising companies looking for work of special challenges might submit ____________ proposals

unsolicited

Components of Informal Proposals

Introduction

Brief explanation of reasons for proposal

Background, Problem, & Purpose

Identifies problem and discusses goals or purpose of the project

Proposal, Plan, & Schedule

Explain plan for solving problem

Staffing

Introduces all participating staff and their qualifications

Budget

Proposed project costs

Conclusion & Authorization

Reminds of Proposals key benefits; may include authorize deadline

scope statement

prepares the audience by clearly defining which of the problem(s) will be researched and analyzed

As part of the scope statement, the limitations further narrow the subject by focusing on constraints or exclusions

Periodicals

publications on set schedules

Scholarly journals

Trade publications

Newspapers and magazines

Documentation

giving credit to information sources