Chapter 5: Writing Daily Messages Vocabulary

A collection of key vocabulary terms and definitions covering workplace writing channels, email best practices, interoffice memos, business letters, texting etiquette, blogging, and corporate social media usage.

Down-Editing

An email answering technique ideal for requests for information where responses are inserted directly into parts of the incoming message rather than drafting a new message, reducing confusion and saving time.

Netiquette

The rules of polite online interaction, which include avoiding copying everyone, not replying to an entire CC list, announcing attachments, and seeking permission before forwarding emails.

Memos

Hard-copy or electronic internal workplace messages used when a permanent record or formal tone is required within an organization.

Business Letters

Formal external business messages used for important matters requiring a permanent record, confidentiality, formality, sensitivity, or persuasion.

Two-Minute Rule

An inbox time-management strategy where messages requiring a short action are handled immediately within two minutes, while longer messages are placed on a to-do list.

Communication Intentions in Business

The primary goals of business communications, classified as: to inform, to instruct, to request, to reply, and to express goodwill.

Writing Plan for Memos

A structured format for interoffice memos consisting of four main elements: Subject line, Opening, Body, and Closing.

Writing Plan for Letters

A structured layout for hard-copy business letters comprising the Letterhead, Date and address, Body (opening, details, polite closing), and Closing salutation with signature.

Texting Etiquette: Timing

The practice of refraining from texting when calling would be rude (such as in meetings, performances, or restaurants) and avoiding phone use during face-to-face conversations.

Texting Etiquette: Addressing

The practice of verifying the correct phone number before sending messages and avoiding sending confidential, private, or potentially embarrassing texts.

Texting Etiquette: Introducing

The practice of identifying oneself immediately when texting a new contact who does not already have your phone number stored.

Texting Etiquette: Responding

The understanding that senders should not expect an instant reply, as email and text recipients may not immediately read incoming messages.

Texting Etiquette: Expressing

The principle of avoiding text messages for communicating sad news, sensitive business matters, or urgent meetings, unless setting up a phone call.

Crowdsourcing

A social media strategy where businesses invite customer input at the product design stage to boost brand image and engagement.

Customer Experience (CX) Approach

A strategy used by businesses on social media platforms to manage interaction and engagement with customers, clients, and partners while promoting products and company news.

Phishing

A security and compliance threat associated with digital communications that involves fraudulent attempts or scams to reveal privileged information or compromise company networks.