Index

A

a lot, 465 a/an, 451

abbreviations, 462 punctuation with, 413 for states, 423, 425

abstract words, 88–89, 441 abstract, for reports, 295 abusive language, 204 academic degrees, 461

academic journals, as resources, 255 acceptance letters, 403–404 accountability, in business

communication, 129 accuracy

of information, 61, 278 of visuals, 294

achievement, congratulating people on, 179, 180

achievement need, 224 achievements section, on résumés, 367

Acrobat. See Adobe Acrobat acronyms, 462

in email, 144

in instant messaging, 145

action, requesting, 167, 168, 169, 231 action items, in oral presentations, 334 action phase, of AIDA model, 226,

227, 231, 234, 388 action verbs, 445

in reports, 304 on résumés, 364

active listening, 40

active voice, 86, 87, 447, 454 addressee notation, 419 addresses

for correspondence, 415 for envelopes, 422–423, 425 style for, 462

AddThis, 235

adjectives, 110, 448–449, 454, 458, 460, 461

adjustments granting, 173–174

persuasive requests for, 231–232 refusing, 202–204

requesting, 168, 171 Adobe Acrobat, 34, 314

commenting in, 106, 112 for résumés, 374

Adobe Flash, 63, 292

Adobe InDesign, 117

adventure and distraction needs, 224 adverbs, 449, 468

conjunctive, 449, 451, 455, 468 placement of, 110, 447

advertising

of job openings, 358 media specialists for, 225 truth in, 236

aesthetic appreciation, need for, 224 Aetna, 188, 210

affiliation and belonging needs, 224 age bias, 82

age differences, culture and, 15 agenda

hidden, 32

for meetings, 36, 37

in oral presentations, 340 aggravate/irritate, 465 agreement

pronoun-antecedent, 444 subject-verb, 446–447, 452

AIDA model, 226–227

for job application letters, 384–388 for persuasive requests, 231, 232 for proposals, 282

for sales messages, 234 Air-Trak, 273

Al-Taee, Mohammed, xxxii alcohol testing, 392

Alcon Laboratories, 355 AllTop, 357

almanacs, 256

America Online (AOL), 99 American Coatings Association, 260 American Institute of Certified Public

Accountants, 88

American Psychological Association (APA), 429, 432

among/between, 451 analogies, faulty, 229 analogy, arguing by, 228 analytical reports, 249

direct approach for, 262 examples of, 264–265, 296–309 indirect approach for, 263 organization of, 262

planning of, 262–263 purpose of, 262

statement of purpose for, 250

2 2 approach to, 263, 264–265 types of, 262

yardstick approach to, 263 anecdotes, 229

Animal Planet, 139 animation, 63, 64, 285, 292

in slide shows, 339–340 announcements, 177–178

company, 207, 209 negative, 200

in social media, 132 antecedents, 443, 444

anticipate/expect, 465 anxiety, speech, 343 APA style, 309, 431–433 APA Style Blog, 433

apologizing, 174, 196, 202 apostrophes, 458

for plurals, 442

with possessives, 442, 444 appeals, emotional vs. logical,

227–229 appearance, 43–44

as nonverbal communication, 42–43

in job interviews, 394, 395–398 in workplace, 43–44

appendixes, in reports, 295, 309 Apple iPhone, 45

Apple Keynote, 63, 334

applicant tracking systems, 22, 363, 364, 365, 372

application letters, 384–388 appositives, 457 appreciation, messages of, 180 Archer Daniels Midlands, 81 area charts, 287

Argentina, 418 arguments

logical, 228 persuasive, 5

Arial, 115, 116

articles, definite vs. indefinite, 451 as if/like, 451

ASCII text, 374 assertiveness, 2, 15 assistive technologies, 16 Atkinson, Cliff, 344 attachments, 171

résumés as, 374 attacks, personal, 46, 229 attention

getting audience’s, 332 holding audience’s, 333 in job interviews, 399 listening and, 42

to nonverbal cues, 42, 43 attention line, 419 attention-getters, 234

for job application letters, 387 for oral presentations, 332

attention phase, of AIDA model, 226, 227, 231, 234, 384–386

attitudes, changing, 231 audience

adapting to, 79–84 analyzing, 58–60, 327 arousing interest of, 332

building relationship with, 83–84

for business blogs, 148 composition of, 59, 327 emotional vs. logical appeals to,

227–229 expectations of, 59

feedback from, 64, 81, 344, 345 geographic distribution of, 59 holding attention of, 333 hostile, 225, 229, 327

in social media, 9 information needs of, 61 input from, 60

level of understanding of, 59, 327 media preferences of, 65, 250 mindsets of, 327

needs of, 223, 224, 233 offending, 81

for online content, 261

for online presentations, 345 primary, 59

for persuasive messages, 223–225 probable reaction of, 59–60,

68, 327

questions from, 343–344 for reports, 278

for résumés, 359, 360 size of, 59, 331–332, 327 skeptical, 263

audience profile, 58–60 audience-centered approach, 7,

79, 363

audio equipment, 153 augmented reality, 64 Austraat, Bjorn, 373 Australia, 418 Austria, 418 authenticity, in oral

presentations, 335 author-date system, 429, 432 authorization

letter of, 295 of reports, 281

Auto-Biography, 18 autocompletion, 96 autocorrection, 96 Autodesk, 145 automated bots, 145

automated reputation analysis, 210 AutoNation, 320

auxiliary verbs, 445 awkward references, 110, 111

B

Babauta, Leo, 104

Babcock, Linda, 15

Baby Boomers, 15

backchannels, 150, 328, 344

473

474 Index

background checks, by employers, 363, 392

backgrounders, 259, 260 bad news

communicating, 81 deemphasizing, 198 opening with, 195

see also negative messages bait and switch, 236 balance

as design element, 113, 284 in reports, 278

bar charts, 285, 287, 288, 289 bathtub curve, 217

bcc (blind courtesy copy), 144 Behance, xxxi

behavioral interviews, 390 benefits

to audience, 81, 233 employment, 401

Bernot, Jessica, 367

Best Western, 139 bias, of sources, 253

bias-free language, 81–83 bibliography

APA style for, 432–433 Chicago style for, 430–431 MLA style for, 434

for reports, 295 Bing, 256

Biznik, 138

Black & Decker, 214 blaming, 86, 174

block format, for letters, 421, 422 blogging software, 284

blogging systems, 117 blogs/blogging, 63, 146

AddThis, 235 business, 147–150, 357

business applications of, 147–148 combining with podcasts, 153 comments on, 131

company, 22 ethics of, 151 Ignite, 95

personal tone in, 147 Quizzle, 139

as research source, 253 as social media hub, 147 in social networks, 139

three-step process for, 148–149 tips for, 151

topics for, 147 Xerox, 22, 149

see also microblogging; Twitter

Bloomberg Businessweek, 356 Blue Man Group, 35

body

of job application letters, 387–388

of job interviews, 399–400 of messages, 68

of negative messages, 195–196, 198–199

for oral presentations, 329, 333 of persuasive messages, 226

of positive messages, 172 of proposals, 281, 310 of reports, 278, 281

for routine requests, 167, 168 of sales messages, 234

body language, 42, 395 boilerplate, 96 boldface type, 116 Boolean search, 257 Borders, 218

Bovée and Thill blog, 151

Bovée and Thill’s Web Search, 256 Boynton, Andy, 33

brackets, 459 bragging, 85 brainstorming, 33, 66

using blogs for, 148 online, 39

brand communities, 135 brand socialization, 136 Brand Yourself, xxxiii branded channels, 22, 140, 292 Brazen Careerist, xxxi

Brazil, 418

Brewer-Hay, Richard, 133 Britax, 160, 177 broadcasting mindset, 9 Browning, Eliza, 31 buffers, 197

Buffet, Warren, 166 builds, in slide shows, 340 bulk email, 236

bulleted lists, 108, 109, 118 in reports, 303, 305

on slides, 338, 341 Bunchball, 135

Bureau of Labor Statistics, 388 Burns, Ursula, 81

Business 2.0, 356 business books, 256

Business Communication 2.0, 9, 10 business communication, technology

tools for, 20–23

business news, keeping up with, 356 business plans, 259

business reports. See reports

Business Week, 216 buzzwords, 89, 90

C

C & S Holdings, 316 call to action, 234 Camtasia, 117 Canada Post, 422, 423

Canadian addresses, 415 capital letters

in email, 144 on slides, 339

capitalization, 460–461 captions, 294

career counseling, 359 Career Doctor, The, xxxi Career Key, The, xxxi

career objective, on résumés, 365 career planning, xxvii–xxxiii Career Rocketeer, xxxi

career self-assessment, xxix–xxx career summary, on résumés, 366 CareerBuilder, 357, 376

carelessness, in negative messages, 195 Carfax, 320

CarsDirect.com, 319, 320

case, of pronouns, 443–444 Case, Steve, 99

categories, report organization based on, 260

causation, correlation and, 229 cause and effect, 71, 229

as way to develop paragraphs, 95 cc (courtesy copy) function, 144, 421 CDBaby, 178–179

Cell Genesys, 186

cell phones. See mobile phones centered type, 115

chairman, 81 chalkboards, 334 champions, 235 change tracking, 34

channel, communication, 8 character spacing, 413 chartjunk, 284

charts. See bar charts; line charts

Chicago Manual of Style, The, 429, 460 children, marketing to, 236

China, 418

chronological résumés, 361–362, 370 chronology, report organization

based on, 260 circular reasoning, 228 Cisco, 26, 39

citations

APA style for, 432 Chicago style for, 429 MLA style for, 433–434

claims, 168, 171 granting, 173–174, 232 implied, 236

making, 168, 171 persuasive, 231–232 refusing, 202–204

clarity, editing for, 109–111 classification, as way to develop

paragraphs, 95 clauses, 91, 92, 352

independent, 91, 92, 452, 453, 455, 457, 468

parallelism in, 109

restrictive and nonrestrictive, 457 clichés, 89, 90

close

complimentary, 417 importance of, 105

of job application letters, 388 of job interviews, 400–401 of meetings, 38

of messages, 68

for negative messages, 196, 199

for oral presentations, 329, 333–334 of persuasive messages, 226, 231

of positive messages, 172–173 for proposals, 281, 310, 313 for reports, 278, 281

for routine requests, 167, 168 of sales messages, 234

close date, for job postings, 388 closed questions, 259

clothing

as nonverbal communication, 42–43

for job interviews, 395–398 work, 44

cloud computing, 34 Coca-Cola, 136, 148 codes of ethics, 11 cold calling, 136 collaboration , 32

as purpose of message, 58 via social networks, 135 web-based, 39

collaborative platforms, 21, 34 collaborative writing, 33–34 collective nouns, 442, 446 college career center, xxxii, 356,

359, 374

college degrees, fake, 363 CollegeRecruiter.com, 357 colons, 456, 459

for introducing lists, 108 in salutations, 421, 461

color, emotions and, 339 column charts, 287 column formatting, 118

combination résumés, 362, 369 comma splices, 453

commas, 457–458, 462 commenting feature, 34

for blogs, 147 in PDF files, 112

in social media, 131

in word processors, 112 common nouns, 441–442 communication, 3

in business environment, 7 effective, 4

electronic, 63–64 ethical, 10–12 word-of-mouth, 133 see also intercultural

communication; nonverbal communication

communication process, 7–9, 41 communication skills, xxvii, xxviii,

3–4, 6

communication style, gender and, 15 communities of interest, 135 communities of practice, 135 community building, 234

blogging for, 148

social networking for,135, 137 community participation websites, 140 community Q&A sites, 23, 140–141 companies

information about, 256 negative news about, 207–209 researching, 392–393

company documents, as source of information, 60

company image, projecting, 84 company news, using blogs for, 147 company policy

on employee blogging, 150 hiding behind, 198

for recommendation letters, 175 for responding to claims, 174 for terminating employment, 207

comparative degree of adjectives, 448 of adverbs, 449

comparison, report organization based on, 259

comparison/contrast, as way to develop paragraphs, 95

compatibility, of multimedia software, 117

competition, analyzing, 233 complaints, customer, 168, 171,

202–204, 209–210, 232 complement, of linking verb, 446, 454 completing stage, 57, 104–120

for business blogs, 150

for email messages, 143–144 for instant messages, 145 for negative messages, 195

for oral presentations, 340–343 for persuasive messages, 226 for podcasts, 153

for reports and proposals, 294–314 for résumés, 371–376

for routine and positive messages, 169, 170

complex sentences, 92, 453 compliance reports, 259 complimentary close, 417 compose/comprise, 465 compositional modes, for electronic

media, 131–132 compound adjectives, 458 compound nouns, 442, 458 compound predicate, 452 compound sentences, 91, 452 compound subject, 452 compound subjects, 452 compound-complex sentences,

92, 453 compromise, 231 computer, symbols on, 413

computer animation, 63, 292 computer screens, legibility of, 261 conciseness, 4

editing for, 111–112 conclusions

drawing, 254, 255 focusing on, 262, 263 in reports, 281, 308

concrete words, 89, 441 condolence, messages of, 180–181 confidence, 2, 84

in job interviews, 394 confidentiality, on job boards, 376 conflict, in teams, 33 congratulations, 179, 180 conjunctions, 92, 451, 453 conjunctive adverbs, 449, 451,

455, 468

consistency, as design element, 113, 284, 339

constructive feedback, 35, 36 consumer review sites, 140 content, evaluating, 105 content listening, 40

content management systems, 34, 314 content managers, 257

content marketing, 137 content notes, 429 content sharing, 22 “content snacking,” 129 context, cultural, 13–14 continual/continuous, 466 contractions, 458

contracts, sales messages as, 236 contrast, as design principle, 284 control, illusion of, 133 conventions, in design, 284 conversational styles, 33 conversational tone, 84–85, 133 conversations, 61

intercultural, 16, 18

via electronic media, 131 convince/persuade, 466 Coombs, Timothy, 209

coordinating conjunctions, 451, 453 copy, marketing, 233

copy notation, 421 Copyblogger Media, 222 copyright, 10, 253 corporate culture, xxix

correction symbols, 435–436 corrections, on business

documents, 413 correlation, 229

correlative conjunctions, 451 correspond with, 466 correspondence, international,

16, 415, 418–419 courtesy

in business messages, 79

in responding to claims, 174 courtesy copy (cc), 421 courtesy titles, 414, 416

cover, for reports, 295, 296

cover letters, for résumés, 384–388 Craigslist, xxxi

Creative Career, The, xxxi Creative Commons, 86, 116, 350

credentials, to establish credibility, 84 credibility

of business blogs, 150 establishing, 83–84, 194 in oral presentations, 332

with persuasive messages, 226, 229 proofreading and, 118–119

of sources, 254

criminal record, résumés and, 362–363

crisis communication, 192, 209 using blogs for, 148

text messaging for, 145 critical listening, 40 criticism

on blogs, 151 giving, 35

in performance reviews, 206–207 crowdsourcing, xxxi, 21, 150 Crutchfield, 160

Cube Rules, xxxiii cultural competency, 12

cultural context, 13–14, 225 cultural differences, 12, 13–16

gender and, 15

in attitudes toward aging, 15 in audience needs, 224

in decision making, 14 in negotiation 14

in nonverbal communication, 13, 14–15

persuasive messages and, 225 in problem solving, 14 religion and, 15

in social behavior, 14

when meeting new people, 44 culture, 12

ethics and, 14 law and, 14

nonverbal communication and, 43 oral communication and, 16, 18 oral presentations and, 343

see also intercultural communication

curriculum vitae (CV), 360, 361 Curves, 244

customer satisfaction, 173–174 customer service

text messaging for, 145 via Twitter, 150

customer support blogs for, 147

via social networking, 136 customer support communities, 140 customers

communicating with, 173–174 communities of, 23 complaints from, 168, 171,

209–210, 232 denying claims by, 202–204 education of, 148 interacting with via social

networks, 136 needs of, 233

negative messages to, 200, 202 online rumors by, 209–210

customs forms, 424

D

Daily Career Connection, xxxi dangling modifiers, 109, 110, 454 dashes, 458

data, 87 data

processing of, 252

using visuals to present, 285, 286–290

data display, interactive, 289, 290 data security, 236

data visualization, 21, 285, 286, 289–290

databases, 256 dates,

format for, 414, 415 punctuation of, 457

deception

in marketing, 11

in sales messages, 236 decimal numbers, 462, 463 decision making

cultural differences in, 14 in meetings, 36

in teams, 32 decoding, 8, 41

decorative animation, 340 decorative art, for slides, 339 decorative typefaces, 115 deductive reasoning, 228 deep Internet, 256 defamation, 204

definitions, in report introduction, 281 definitive adjectives, 448

Delany Music, 106, 107

Index 475

delivery, of oral presentations, 343–345 Dell, 270

Deloitte, 132 demographics, 224

demonstrative pronouns, 443 dependability, 6

dependent clauses, 92, 452, 453, 457 descriptive adjectives, 448 descriptive headings, 109, 303 descriptive synopsis, 295 descriptive titles, for visuals, 294 design

principles of, 113–116, 284 of résumés, 371

of slides, 336–340 proofing of, 119

desire phase, of AIDA model, 226, 227, 234, 387

desktop publishing software, 117, 118 desktop search engines, 257 destructive feedback, 35

detail

as design element, 113 in reports, 281

diagrams, 285, 292 Dice.com, 357

Dietary Guidelines for Americans,

279, 349

digital object identifier (DOI), 433 dilemma/problem, 466

dining etiquette, 44–45 diplomacy, 79–81, 86, 87 direct approach, 68

for analytical reports, 262

for claims/adjustment requests, 168, 171

for informational reports, 259 for negative messages, 193–194,

195–196, 200

for oral presentations, 329 for persuasive messages, 225,

226–227, 231

for positive messages, 172 for refusing requests, 200

for reports, 250–251, 252, 281

for routine messages, 167, 168, 173 direct-to-consumer news releases, 178 directories, as resources, 256 disabilities, 15–16

website access and, 231 disability bias, 82, 83 discrimination, employment, 205,

207, 399–400 disinterested, 466 distribution

of messages, 119–120

of reports and proposals, 314 diversity, 12–18

key aspects of, 13–16 in workforce, 12

documentation

of sources, 257–258, 278, 429–434 of visuals, 294

documents distribution of, 314

formatting of, 413–428 multimedia, 280 production of, 113–118 security of, 171

Toyota on, 18 visual stories on, 71

facial expressions, 42 facts, 4

double-checking, 278 sources for, 255–256 failure analysis reports, 262

faith, in workplace, 75 fallacies, logical, 228–229

Fast Company, 356 favors, declining, 200 feasibility reports, 262 features, of products, 233

Federal Trade Commission (FTC), 11, 236

feedback

from audience, 64, 81344, 345 in communication process, 9 constructive, 35, 36

from customers, 209 destructive, 35

in intercultural conversations, 18 media choice and, 64, 65

with oral media, 61

in performance reviews, 206–207 on reports and proposals, 250

in social media, 131, 139 file merge, 96

files, sending, 171

First Class Mail International, 424 first draft, 105

first impressions

of business documents, 413 in job interviews, 397, 398

Fischer, Bill, 33 Fistful of Talent, 355 flaunt/flout, 466 Flickr, 137 flipcharts, 334

flowcharts, 285, 290, 291, 341 following up

on job application letters, 388–389

after job interviews, 401–404 fonts, 115

for résumés, 371 for slides, 339 symbols in, 413

footers, 117, 300 footnotes, 257, 429 creating, 96

Forbes, 356

Ford, 136 Ford, Lisa, 83

foreign words, 462 form letters, 62 formality

of instant messages, 145 medium and, 65

of oral presentations, 331–332 of reports and proposals, 278 of social media, 133

of tone, 84–85, 105

formatting, of business documents, 117–118, 413–428

forms-based searches, 257

Fortune, 356 Foursquare, 135

fractions, 447, 458, 463, 462

France, 418

free-form slides, 335, 336 freelance work, xxxi FreshNetworks, 192

FretCo Guitar Corporation, 316 Friedman, Marc S., 325 functional animation, 340 functional résumés, 362 fundraising messages, 224 fused sentences, 453

G

GAAP, 88 GamesRadar.com, 62 gamification, 135 gaming technologies, 23 Gantt charts, 287 gender bias, 15, 81–82 gender differences

in communication style, 15 culture and, 15

General Motors, 136 general purpose, 58, 149 generalizations, hasty, 228 Generation X, 15 Generation Y, 15 generational differences, 15

geographic information systems, 292 geography, report organization

based on, 260 Germany, 415, 418 gerunds, 447 gestures, 42

culture and, 15

in job interviews, 395 Get Satisfaction, 140, 209 Gibaldi, Joseph, 429

Global Express Guaranteed, 424 Glover, Ron, 12, 185

Gmail, 283 goals, career, xxix

Goldstein, Kurt, 224

Gollin, George, 363 good news

announcing, 177–178 opening with 172

goodwill messages, 178–179 Google, 256

Inside Search feature, 257 job interviews at, 399

Google Docs, 49, 63, 334 Google Help, 283 Google , 134, 137, 358

government publications, 256 government regulations, 236, 259 government terminology, 461 government titles, 416

GPS systems, 273

grade point average (GPA), on résumés, 366

grammar, 87, 439, 441–454 grammar checkers, 113 grant proposals, 263 graphics. See visuals graphs. See charts grooming, 43, 44, 395–398 group dynamics, 37–38 group interviews, 390 groups, writing in, 33–34

groupthink, 32 groupware, 34 guilt, admitting, 196

H

handouts, 337, 342 handshake, 44

handwritten documents, 413 Hangers Cleaners, 243

hard-sell approach, 226, 229, 231 Harley-Davidson, 99

hashtags, 151 have/of, 451 headers, 117 headings, 109

in reports, 278, 303, 428 in table of contents, 298 typefaces for, 115, 116

headlines

for social media, 133 in blogs, 151

hearing impaired, oral presentations and, 343

Heath, Chip, 56

Heath, Dan, 56

hedging sentences, 109, 110 helping others, 224 Helvetica, 115

hidden agendas, 32

high-context cultures, 13–14, 225 hiring process, 355, 392

honesty, 83

in blogging, 151 on résumés, 363

in social media, 133 of sources, 253 testing for, 392

in visuals, 294 Host Marriott, 232 Hot Stix Golf, 189 HP, 137

HR Capitalist, The, 355 hub, for social networking,

137, 147 humanities style, 429–431 humor

during business meals, 45 in business messages, 85 in reports, 278

hyperbole, 84 hyperlinks, 261

in online reports, 283 in slide shows, 340

hyphenated adjectives, 448–449 hyphenated nouns, 442 hyphenation, justified type and, 115 hyphens, 458, 461, 463

I

IBM, 12, 39, 149, 243, 185 ideas, generating, 66–67 139 illustration, as way to develop paragraphs, 95

illustrations, list of, 298 IM. See instant messaging IMDiversity, 357

impact, 466 imperative mood, 447 imply/infer, 466

importance, report organization based on, 259

in/into, 451 Inc., 356 Indeed.com, 357

indefinite pronouns, 443 independent clauses, 91, 92, 452, 453,

455, 457, 468 independent contractors, xxvii index, 295

creating, 96 India, 418

Indian Wells Golf Resort, 189 indicative mood, 447 indirect approach, 68

for analytical reports, 263

for informational reports, 259 for negative employment

messages, 204

for negative messages, 193–194, 196–199, 200, 202, 204

for oral presentations, 329 for persuasive messages, 225,

226–227, 230

for refusing claims, 202 for refusing requests, 200 for reports, 251, 252, 281

for unsolicited proposals, 264 inductive reasoning, 228 industries, information about, 256 infinitive phrase, for statement of

purpose, 250 infinitives, 112, 447 infographic résumés, 372, 373 infographics, 63, 285, 289, 290,

292, 293 information

accuracy of, 61 278 completeness of, 278 currency of, 254 ethical, 61

finding, 252–259 gathering, 60–61, 225, 250 intentional omission of, 10 organization of, 66–72 pertinence of, 61 practical, 4

requesting, 168

security and privacy of, 10 transparency of, 10–11 verification of, 254

information architecture, 117, 261 information overload, 19 information requests, replying to, 173 informational meetings, 36 informational reports, 249

direct approach for, 259 organizing, 259–260 planning of, 259–261 statement of purpose for, 250 types of, 259

website content as, 260–261 informative headings, 109, 303 informative synopsis, 295 informative titles, for visuals, 294 informing, as purpose of message, 58 InfoTech, 201

initials, on memos, 426 InnovationJam, 39

Index 477

inquiry messages, 401–402 inside address, 414–415, 417

instant messaging (IM) 21, 63, 64, 131, 144–146

business benefits of, 145 casual tone of, 85 etiquette of, 46 examples of, 80, 146, 173 for job interviews, 390 for meetings, 39

risks of, 145 security of, 145 tact in, 80–81

three-step process for, 145 tips for using, 145–146

integrity tests, 392 intellectual property, 253

blogging and, 151 intelligence, practical, 15 interactive data display, 289, 290 interactive media, 64 interactivity, 21

social media and, 9

intercultural communication, 16–18 interest phase, of AIDA model, 226,

227, 234, 387–388 interjections, 451

international correspondence, 16, 414, 415, 418–419

international mail, 424, 426

International Mail Manual, 426 International Trade Update, 317 Internet

for collaborative writing, 34–35 for conducting surveys, 258 distribution of reports via, 314 evaluating resources on, 253 finding information on, 256–257 hidden, 256

for job networking, 358 job boards on, 356, 357 meetings on, 39

posting résumés on, 374, 376 reference materials on, 131

Internet telephony, 63 InternshipPrograms.com, 357 interoffice mail, 426–427

interpreter, for oral presentations, 343 interrogative adverbs, 449 interrogative pronouns, 443 interrupting, 41

interview simulators, 394, 396 interviews, research, 258–259

see also job interviews intimacy, in business messages, 85 intranet, 35

intransitive verbs, 446 introducing yourself, 44 introduction

for oral presentations, 329, 332–334 for proposals, 281, 310

for reports, 278, 281, 300 see also opening

introductory phrases, 454 inverted pyramid style, 282 investment proposals, 263 irregular verbs, 445–446

It is, 111, 112

italic type, 116, 461–462

format for, 414–422 international, 16, 415, 418–419 recommendation, 175–176 resignation, 404

rejection, 205–206

requesting recommendation, 168, 170 standard parts for, 414–415, 417 termination, 207

liable/likely, 466 libel, 204

library, finding information at, 255–256 Library of Congress, 150

Lie-Nielsen Toolworks, 139, 292 lie/lay, 446

lifestream, xxxi

lifetime employment, xxviii line charts, 285, 286–287 line length, 413

line spacing, 413 linkage map, 290 LinkedIn, 130, 134

appropriateness and, 31 business use of, 137, 138 etiquette guide on, 168

for finding business partners, 136 for job networking, 358

job recommendations on, 205 researching prospective employers

on, 393

résumés builder on, 363 statistics, 130

LinkedIn Answers, 140, 404 linking, in blogs, 151

linking verbs, 445, 453–454, 458 Lippert, Andrew, 138

list of illustrations, 298 listening

barriers to, 41–42 defensive, 42 effective, 41–42

in intercultural communication, 18 in job interviews, 399

nonverbal cues and, 43

in online conversations, 234 process of, 40–41

selective, 41 types of, 40

listening skills, 40–42

lists, 108–109, 118, 303, 305, 460 literally, 466

Llano, Renaldo, 375 localizing, of web content, 282

location-based social networking, 135 Lockheed Martin, 135

logic, in reports, 278 logical appeals, 227–228

logical arguments, in reports, 263, 264 logical flaws, 228–229

Looney Launch, 218 low-context cultures, 14, 225 -ly adverbs, 449

lying, on résumés, 363

M

mail merge, 96

mailing abbreviations, 423, 425 mailing notation, 421

main idea, 66 defining, 66–67

for negative messages, 193–194

in oral presentations, 328, 330 in outlining, 69

in positive messages, 172 of routine requests, 167

major points number of, 67

in oral presentations, 330, 331 in outlining, 69

makingchangeatwalmart.org, 209 maps, 285, 292

margins, 114–115, 413, 427–428 marital status, indicating, 81, 82 market analysis reports, 262

market research, using blogs for, 148 marketing

to children, 236 content, 137

specialized social networks for, 138 stealth, 11

text messaging for, 145 Marketing Crowd, The, 138 marketing intelligence,

gathering, 136 marketing messages, 233–236 Maslow, Abraham, 224 McCandless, David, 286 meals, business, 44–45 meaning, negotiated, 3 measurements, 462 mechanics, 439, 460–463 media (medium)

audience preferences for, 65 in communication process, 8 costs of, 65

electronic, 63–64 formality and, 65

for negative messages, 193 oral, 61

for oral presentations, 328 for persuasive messages, 225 for reports, 250

for résumés, 361 selecting, 61–65 urgency and, 65 visual, 62–63 written, 62

see also specific media media curation, 22, 140, 150 media landscape, new, 129

media news coverage, bloggers as source for, 148

media relations, using blogs for, 147 media richness, 64, 116, 143, 152 media sharing sites, 137, 140–141 media specialists, 225

meeting people, 44 meetings, 35–39, 61 conducting, 37–38

etiquette for, 44 minutes of, 38 online, 36 preparing for, 36 purpose of, 36

technology for, 38–39 types of, 36

using IM for, 146 virtual, 39 web-based, 20

memorization, of speeches, 342 memory, listening and, 41

memos, 62 advantages of, 131 distribution of, 426 format for, 426–427 paper for, 413

Menegatti, Tania, 277 mentoring, 15 Merck, 12, 13 message(s)

of appreciation, 180

in communication process, 8 composing, 87–96

of condolence, 180–181

of congratulations, 179, 180 decoding of, 8

delivery of, 8 distribution of, 119–120 effective, 57

efficient, 57 encoding of, 8 ethical, 61 follow-up, 401–404

formality of, 65, 84–85 goodwill, 178–179 informative, 177

of inquiry, 401–402 layout of, 117 length of, 67

main idea of, 66–67 marketing, 233–236 organization of, 105 positive, 172–181 producing, 113–118 proofreading of, 118–119 purpose of, 58

revising, 105–113 sales, 233–236 scope of, 67–68 tact in, 80–81 timing of, 58 topic of, 66

whether worth sending, 58 written, 62, 63, 65, 131

see also negative messages; persuasive messages; routine messages; three-step writing process

Messmer, Max, 383 metacrawlers, 256 metaphors, 229 metasearch engines, 256 Mexico, 419

microblogging, 23, 132, 150–152 see also Twitter

micromessaging, internal, 150 Microsoft Notepad, 374

Microsoft PowerPoint. See PowerPoint Microsoft Word. See Word

military terminology, 364 mind mapping, 67 minutes, of meetings, 38 misquoting, 10

mistakes, finding, 118–119 misunderstanding, listening and, 42 MLA style, 433–434

MLA Style Manual, 309, 429, 432 mobile devices

content via, 129 in public, 44–45 in workplace, 44

Modern Language Association of

America, 429, 432 modifiers, 448–450

dangling, 109, 110 misplaced, 454

placement of, 110, 111, 450 monitor/control reports, 259 monotone, in interviews, 395 Monster, 357, 376, 378 MonsterCollege, 357 Monterey Public Library, 254 mood, of verbs, 447

motivation, of audience, 224–225 Ms., 81, 82, 415, 416 multilingual audiences, 16, 17, 18 multimedia, 292, 63–64

designing for, 116–117 for e-portfolio, xxxi production of, 117

for résumés, 372

multimedia documents, 116–117, 280 multimedia presentations, 340 multimedia résumés, 374 multitasking, etiquette of, 46

N

narratives, in electronic media, 132 natural language searches, 257 navigation

of online reports, 283 of websites, 261

navigational slides, 340, 341 needs

of audience, 7, 83, 223, 224 of customers, 233

negative adverbs, 449

negative information, in positive messages, 172

negative messages, 81 buffers in, 197 completing, 195 declining job offer, 404

direct approach for, 193–194, 195–196, 200

about employment, 204–207 goals of, 193

indirect approach for, 193–194, 200, 202, 204

about organizations, 207–209 organizing, 193–194 planning, 193–194

refusing requests, 200 of resignation, 404

three-step process for, 193–195 about transactions, 200, 202 types of, 199–209

writing, 194–195 negotiated meaning, 3

negotiation, cultural differences in, 14 nervousness, overcoming, 343, 394 Net-Temps, 357

Netflix, 10–11 netiquette, 144 networking

business, 134

for job hunters, 358 personal brand and, xxxiii

New Balance, 134

New York Times, 357 news releases, 178, 179

newsfeeds, 140, 150, 256–257 newspapers, as resources, 255 Nixon, Gord, 12

nominative pronouns, 443–444 nonrestrictive clauses, 457 nonverbal communication, 42–43

culture and, 13, 14–15, 43 in job interviews, 395

notes

in presentation software, 337 speaking from, 342

noun sequences, long, 109, 110 nouns, 441–443, 458, 460, 461

modifiers of, 448 numbers

in international communication, 16 misrepresenting, 10

spelled out, 458 style for, 462–463

O

O’Donnell & Associates, 310 objections, anticipating, 229, 233 objective pronouns, 443–444 objectivity, 83

objects, in word-processing documents, 118

obsolete phrases, 85 occupations, xxix office technology, 20 online workspaces, 20

Opal Pools and Patios, 217

Open Directory Project, 256 open-ended interviews, 389 open-ended questions, 259 opening, 68

importance of, 105

of job application letters, 384–386 of job interviews, 398–399

of messages sharing routine information, 177

for negative messages, 195, 197 for oral presentations, 332–334

of persuasive messages, 226, 227, 231 of positive messages, 172

for proposals, 281 for reports, 278, 281

for routine requests, 167, 168 of sales messages, 234

operating reports, 259 operators, in web searches, 257 opinion polls, 258

opinions, 4, 46 oral media, 61

advantages of, 65 disadvantages of, 65 electronic versions of, 63

oral presentations, 326–344 audience analysis for, 327 being introduced for, 332 choosing method for, 342 completing, 340–343 creating slides for, 334–340 delivery of, 343–345

direct vs. indirect approach for, 329 editing, 340

estimating time for, 328 formality of, 331–332 length of, 326, 328 organizing, 328–329

Index 479

outlines for, 329–330, 331 planning of, 326–331 practicing, 328, 342–343 preparing for, 342–343 purpose of, 326–327, 328, 329 question period in, 343–344 three-step process for, 326 writing, 331–334

see also slides ordinal numbers, 463 organization charts, 291 organization, 66–72

evaluating, 105 good, 66, 70

of negative messages, 193–194 of persuasive messages, 225 of reports, 250–251

organizational culture, 225 organizations, networked, 136 orientations, via electronic media, 131 outlines, 68–69

for analytical report, 263

for oral presentations, 329–330, 331 overhead transparencies, 334 oversimplification, 229

P

page numbering, in reports, 299, 300, 428

page setup, 117

panel interviews, 389–390 paper

for business documents, 413 for résumés, 372

paragraphs, 93–96 developing, 94, 95 formatting of, 118 length of, 108

parallelism, 454

with conjunctions, 451 in headings, 109

in lists, 109 visual, 284 paraphrasing, 254

parentheses, 456, 459 parliamentary procedure, 37 participative management, 32 participles, 447

passive voice, 86, 447, 454 past participle, 446, 447 payoff, for teasers, 132 PDF files, 120

for collaborative writing, 34 commenting in, 112

for reports, 314

for résumés, 374, 376 pecha-kucha, 328 PepsiCo, 74 percentages, 462 perception, selective, 42 Perfect Interview, 396 perfect participle, 447 perfect tenses, 445

performance, in teams, 32 performance reviews, 206–207 periodicals, as resources, 255 periods, 455

with abbreviations, 462 personal activity reports, 259

personal appearance. See appearance

480 Index

personal attacks, 46, 229 personal brand, xxxii–xxxiii, 152 Personal Branding Blog, xxxiii personal data, on résumés, 367 personal pronouns, 443

in reports, 278 on résumés, 364 tone and, 86

personal space, 43 personal webpage, 374 personality tests, 392 persuasion, 223

negative connotations of, 235 as purpose of message, 58

persuasive arguments, 5 persuasive messages, 81, 223–236

AIDA model for, 226–227 developing, 226–231

direct approach for, 225, 231 ethics of, 235–236 examples of, 231–232 indirect approach for, 225,

226–227, 230 organization of, 225 proposals as, 282

in social media, 137, 234–310 three-step process for, 223–226

phone calls, 63

phone service, Internet-based, 63 phone skills, 44, 45

phones, text messaging on, 145 photo editing software, 116 photographs, 285, 292

permission to use, 236 phrases, 452

parallelism in, 109 transitional, 94, 468 wordy, 111

pictures, insertion of, 118 pie charts, 285, 287, 289 Pinterest, 22, 140, 257, 398 PitchEngine, 179 plagiarism, 10, 254

plain language, 86

in international correspondence, 16 plain text, for résumés, 374

planning

for blogs, 148, 151

of email messages, 142 of interviews, 259

of meetings, 36

of oral presentations, 326–331 of podcasts, 152–153

of proposals, 263–264, 266–267 of research, 252, 253

of résumés, 359–363 planning outline, 330–331 planning stage, 57, 58–72

for analytical reports, 262–263

for informational reports, 259–261 for instant messages, 145

for negative messages, 193–194 for persuasive messages, 223–225 for reports and proposals, 250–251 for routine and positive messages,

169, 170 plans, 259

plural nouns, 442

plurals, agreement with, 446–447 podcasting channels, 153

podcasts/podcasting, 22, 63, 152–153 about business, 357

business uses of, 152 combining with blogs, 153 creating, 152–153 distributing, 153 equipment needed for, 153 as research source, 253

Pokaski, Joanne, 354

policy discussions, on executive blogs, 147

policy reports, 259 policy statements, 177

PolicyPlan Insurance Services, 216 pompous language, 85

portfolio. See e-portfolio; employment portfolio

position papers, 259 positive approach, 6, 81, 194

positive language, in persuasive messages, 225

positive messages

granting claims, 173–174

providing recommendations, 174–176 possessive nouns, 442, 444, 458 possessive pronouns, 444

postal codes, 423, 425 postscript, in letters, 421 posture, 42

power and control needs, 224 PowerPoint, 334, 335, 336

“death by,” 334, 336 for résumés, 372

preaching, 85

predicate, 91, 110, 111, 452 predicate adjectives, 448, 454 predicate nominative, 454 preemployment testing, 392 prefatory parts

numbering of, 428 for proposals, 295

for reports, 295, 297–299 prefixes, hyphenation of, 458 prejudice, 81

prepositional phrases, 110, 450, 457 prepositions, 450–451

presence awareness, 144–145 presentation software, 334 presentation visuals, 334–340

completing, 340–343 see also slides

presentations

electronic, 63, 334–343 online, 345

see also oral presentations press releases, 178 previewing

in oral presentations, 333 in reports, 280

price, in sales messages, 233 Price, Mark, 209

primary research, 253, 258–259 Priority Mail International, 424 privacy

of information, 10 invasion of, 236, 236 of messages, 171

of online messages, 46

of research participants, 253 social media and, 133

problem solving, cultural differences in, 14

problem-solving reports, 262 problem/solution, as way to develop

paragraphs, 95

problem statement, 250, 251, 253, 281 process monitoring, text messaging

for, 145

product and service review sites, 140 product champions, 23

production, of messages, 113–118 productivity, in teams, 32 products

benefits of, 233 capitalization of, 461 features of, 233 reviewing, 131, 140, 151

professional titles, 461 professionalism, xxix, 5–6 progress reports, 259 project management,

using blogs for, 147 promotion, in social media, 133 promotional communication, legal

aspects of, 236 pronouns, 443–444

gender bias and, 81 personal, 79, 443 relative, 111, 443 proofreading, 118–119

of email messages, 143

of persuasive messages, 226 proofreading symbols, 106, 437 proper adjectives, 460–461 proper nouns, 441–442, 460–461 property, intellectual, 253 proposal writing, software for, 282 proposals, 62, 249

AIDA plan for, 282 components of, 295 drafting content for, 282

examples of, 266–267, 310–313 internal vs. external, 263 planning of, 263–264, 266–267 producing, 294–309

rejecting, 200 revision of, 294 solicited, 263

statement of purpose for, 250 three-step process for, 249–252 types of, 263

using technology for, 280 work plan for, 250

prospecting, for jobs, 384 provinces, abbreviations for, 425 psychographics, 224

public opinion, tracking, 136 public relations

using blogs for, 147 rumors and, 210

public relations department, 178 public speaking. See oral presentations

Publication Manual of the American Psychological Association, 429

publishing mindset, 9 pull quotes, 96 punctuation, 455–459

letter format and, 421–422 spacing and, 413

purpose

of analytical reports, 262 of business blogs, 148–149 defining, 58

general, 58

of meetings, 36

of negative messages, 193

of oral presentations, 326–327, 328, 329

for persuasive messages, 223 of proposals, 282

for reports and proposals, 250, 281 of research, 253

of résumés, 360 specific, 58 statement of, 250

Q

Q&A sites, 209

qualifications, in proposals, 281 quality of hire, 355 question-and-answer chain, 66 question-and-answer period,

343–344 question marks, 455 questionnaires, 258 questions

anticipating audience’s, 333 discriminatory, 399–400

in job interviews, 393–394, 395, 396, 399–400

in request letters, 167

for research interviews, 259 for surveys, 258

Quizzle, 139

Quora, 140

quotation marks, 458–459 quotations, 457

quoting, from sources, 254

R

racial bias, 82 raise/rise, 446 Ravenscraft, Cliff, 152 readability

designing for, 113–116 revising for, 108–109 of slides, 338, 339

reasoning

in analytical reports, 263 circular, 228

in logical appeals, 227–228 receiver, of message, 8, 41

see also audience recommendations focusing on, 262

providing, 174–176

refusing requests for, 204–205 requesting, 168, 170

in reports, 281, 304, 308 from research, 255

recruiting, using blogs for, 147 Reddit, 257

redundancy, 111, 112 reference initials, 421 reference librarians, 255 Reference List, 309, 430, 431,

432, 434

reference materials, via electronic media, 131

references

refusing requests for, 204–205 for résumés, 367

requesting, 168 regardless, 466 registered mail, 421

rehearsal, of oral presentations, 342–343

rejection letters, 205–206 relative pronouns, 443 reliability

of sources, 253 of surveys, 258

religion, cultural differences in, 15 Renolds, Garr, 342

Renren, 134 “reply all,” 46, 144 reports, 62

completing stage for, 294–314 components of, 295 composing, 278–281

cover for, 295, 296 direct approach for, 281 distribution of, 314

documentation of, 429–434 drafting content for, 278–281 formal, 294–309

formality of, 278 format for, 427–428

indirect approach for, 281 integrating visuals into, 292, 294 online, 282–283, 294 organizing, 250–251

prefatory parts for, 295, 297–299 producing, 280, 294–309 revision of, 294

statement of purpose for, 250 supplementary parts of, 295, 309 three-step process for, 249–252 title for, 295

types of, 249, 259

using technology for, 280 see also analytical reports; informational reports

request for proposals (RFP), 263, 282, 295

requests

making, 167–171 persuasive, 231 refusing, 200, 266

see also routine requests research

conducting, 252–259

drawing conclusions from, 254 ethical aspects of, 253 innovative technologies for, 257 planning, 252

of potential employers, 355–357 primary, 253, 258–259

purpose of, 253 secondary, 253, 255–258

summarizing results of, 254, 255 using results of, 254–255

research managers, 257 resignation, letters of, 404 resistance, overcoming, 229 resources, business, 255–256 respect, 6, 7, 79, 195, 197 restrictive clauses, 457 résumés, 22, 359–376

activities/achievements section on, 367

adapting to audience, 363 as attachments, 376 career objective on, 365

chronological, 361–362, 370 combination, 362, 369 contact information on, 365 content of, 364–371

cover letters for, 384–388 customizing, 357, 363 deception on, 363 design of, 371 distributing, 375–376 education section on, 366 emailing, 374

formats for, 372–375 functional, 362 gimmicky, 359

including photo with, 372 infographic, 372, 373 introductory statement on,

365–366 length of, 371 mailing, 376 media for, 361

misconceptions about, 361 mistakes on, 375 multimedia, xxxi, 374

online, xxxi, 371, 372, 374–375 organization of, 361–363 paper for, 372

personal data on, 367 plain text file for, 374 planning of, 359–363 PowerPoint, 372 producing, 371–375 proofreading, 375 purpose of, 360

red flags in, 362 revising, 371 scannable, 372–373

social media, 372, 374–375 three-step process for, 359, 360 video, 372

work experience on, 366–367 writing, 363–371

retweeting, 151

review sections, in reports, 280 reviews, consumer, 140 revision, 105–113

of email messages, 143 of others’ work, 105, 107

revision tracking, 112 Reynolds, Garr, 334, 336 RFP, 263, 282, 295 Rhodes, Matt, 192, 209 Riley Guide, 356, 357 Rise Smart, xxxi

Roberts Rules of Order, 37 routine messages, 167–181

announcing good news, 177–178 asking for information or action,

168, 169

of congratulations, 179, 180 direct approach for, 167

of goodwill, 178–179 making claims, 168, 171 making requests, 167–171

requesting adjustments, 168, 171

requesting recommendation, 168, 170 three-step process for, 169, 170

routine requests, 167–171 replying to, 173 strategy for, 167

Royal Bank of Canada, 12 RSS feeds, 140

Rubel, Steve, 142 rudeness, 43

rumors, online, 209–210

S

safety and security needs, 224 salary requirements

in application letters, 388 in job interviews, 401

sales messages, 233–236 AIDA model for, 234 legal aspects of, 236 in social media, 137

sales proposals, 263

sales prospects, using social networks for, 136

salutations, 416, 417, 461 salutopening, 417

samples, representative, 258 sampling bias, 258 sandbox, in wikis, 283

sans serif typefaces, 115, 116, 339 SAP, 34

Saunders, Will, 149 scannable résumés, 372–373 Schawbel, Dan, 50

Scoop.it, 22, 140 scope, 67–68

of business blogs, 150

for oral presentations, 328 of proposals, 281

of reports, 281 screencasting, 117, 280, 328 screening interviews, 389 search engine optimization, 256 search engines, 131, 256

tips for use of, 257

second-page heading, in letters, 421 secondary research, 253, 255–258 Securities and Exchange

Commission, 270 security

of email, 142

of information, 10

of instant messages, 145 of messages, 171

text messaging for, 145 Segway social network, 138 selection interviews, 389 selective listening, 41 selective perception, 42 self-actualization, 224

self-confidence, in public speaking, 343 self-consciousness, 394

selling points, 233, 387 semicolons, 92, 453, 468, 459 sender, of message, 8, 9 seniority, culture and, 15 Senning, Cindy Post, 43 sentence fragments, 453 sentences, 91–93

grammar of, 452–454 length of, 108

Index 481

overly long, 109, 110 parallelism in, 109 parenthetical words or phrases in, 457

preposition at end of, 450 spacing after, 413 structure of, 110, 111 topic, 93

types of, 91–92, 452–453 sentiment analysis, 136 sequence, report organization

based on, 259

serif typefaces, 115, 116, 339 Shaker Consulting Group, 391 shared workspaces, 20, 34–35 Sharpie, 131

Shovel, Martin, 78 signature block, 417, 421 signature file, 144 Simone, Sonia, 222 simple sentences, 91, 452 simplicity

as design element, 113, 284 in presentation design, 335

SimplyHired.com, 357 simulators, for job interviews, 391 sincerity, 84, 174

in condolence messages, 181 in negative messages, 197, 199

Siri, 45

Sisson, Natalie, 243 sit/set, 446

situation, analyzing, 58–60 situational interviews, 390 Sivers, Derek, 178–179

skills, assessing one’s, xxviii–xxix skills résumé, 362, 368 skimming

of reports, 294 of websites, 283

Skype, 63, 391 slander, 204 slang, 16

slide builds, 340, 481 slide master, 339 slide shows, 334–343 slide sorter view, 340 slide transitions, 340 slides

artwork for, 339 background designs for, 339 creating, 334–340

design elements for, 339 free-form, 335, 336

key visuals for, 337 navigational, 340, 341 readability of, 339 structured, 335, 336 templates for, 339 text, 335, 336, 338, 339

SlideShare, 336, 345 slideuments, 336–337

Small Business Administration, 259, 261 SmartPak, 128

smartphones, business apps for, 20 Smith, Michael, 11

social behavior, cultural differences in, 14

social bookmarking sites, 257 social communication model, 9

482 Index

social customer service, 136 social media, 9, 129

business uses of, 22 creating content for, 133

handling rumors in, 209–210 headlines in, 133 informality of, 133

for news releases, 178, 179 persuasive messages for, 234–235 for presentations, 344

Social Media Examiner, 129

social media news release, 178, 179 social media résumés, 374–375 social networks/networking, 63, 130,

134–137

business communication uses of, 23, 135–137

compositional modes for, 137 employment portfolio and, xxxii general-purpose, 138

job search and, 358 location-based, 135 private, 135

refusing recommendations requests from, 205

specialized, 138 social tagging, 257 socialization, brand, 136 SolarCity, 188

solicited proposals, 263, 282, 310–313 Solis, Brian, 135, 148

Sony Playstation, 283 source notes, 429 sources

documentation of, 257–258, 278, 429–434

evaluating, 253–254 South Africa, 419 spam, 236

spam blocking, 142 speaking

in intercultural communication, 16, 18

rate of, 42, 43

see also oral media; oral presentations

speaking notes, 342 speaking outline, 330

special effects, in slide shows, 340 Specialized Riders Club, 138 specific purpose, 58, 149

speech anxiety, 343 speech recognition, 20 speech synthesis, 20

speeches. See oral presentations spell checkers, 113

spelling, 466–467 spim, 145

St. Edwards University, 398 stage fright, 343 stakeholders, 4

Starbucks, 139

states, abbreviations for, 423, 425 stationery, letterhead, 413, 414

Statistical Abstract of the United States, 256 statistics, misleading, 10

status updates, 132 stealth marketing, 11 Steele, Donnie, 128

stereotyping, 16, 81, 82 Storify, 71

“story of you,” xxxiii, 355, 356 storyteller’s tour, 67

storytelling techniques, 71–72, 132, 329 StreamWork, 34

stress interviews, 390 structured interviews, 389 structured slides, 335, 336 style, 84

for business blogs, 147, 150 controlling, 84–87 evaluating, 105

for executive summary, 299 for instant messages, 145 mechanics of, 460

for reports and proposals, 278 for résumés, 364

sentence, 92–93 style checkers, 113 style manuals, 429

style sheets, 96, 117, 280 subheadings, 109

in reports, 278 typefaces for, 115, 116

subject, of sentence, 91, 110, 111452 subject line

attention-getting, 227 for emails, 5, 142

in letters, 420 for memos, 426

subject-verb agreement, 446–447, 452 subjunctive mood, 447

subordinate conjunctions, 451, 453 substance abuse testing, 392 summaries, in electronic media, 131 summarizing, from sources, 254, 255 summary of qualifications, on

résumés, 366 superlative degree, 448 superscripts

for footnotes, 429

for ordinal numbers, 463 supplementary parts, of reports, 295, 309 surface charts, 286–287

surveys, 258 SWOT diagram, 34

symbols, in word processors, 413 sympathy, in making apologies, 196 sympathy messages, 180–181 synopsis

in proposals, 295 in reports, 295

T

table of contents, 295, 298 creating, 96

tables, 285, 286 in reports, 307

production of, 118 standard parts of, 286 for slides, 338

Taco Bell, 139 tact

in business messages, 80–81 in condolence messages, 181 in negative messages, 197, 204 in responding to claims, 174

tag cloud, 150, 289, 290 tagging, 150, 257

talent management systems, 22 team player, being, 6

teams, 32

advantages and disadvantages of, 32 blogging for, 147

collaborating in, 21 collaborative writing by, 33–34 communication in, 32–33 conflict in, 33

effective, 32–33 types of, 32 virtual, 32, 38–39

teasers, 129, 132 technology

for business communication, 18–23 for collaborative writing, 34–35

for composing messages, 94, 96 keeping in perspective, 19

for message revision, 112–113 for presentations, 344

for producing messages, 117–118 for producing reports, 280

TED, 348

teleconferences, 39, 63, 152 telephone, 63

etiquette for, 44, 45

for job interviews, 390–391 telepresence, 20, 39 templates, 96, 117, 280

for slides, 335, 339 for visuals, 292 for wikis, 283

tense, of verbs, 445 termination for cause, 362 termination letters, 207 Tesco, 258

testing, preemployment, 392 text boxes, 118

text messaging, 63, 64, 145 casual tone of, 85 etiquette of, 44

thank-you messages, 401, 402 thank-you notes, 180 themes, 96, 117

There are, 111, 112 thesaurus, computer, 113 three-step process, 56–58

allotting time for, 57–58 for business blogs, 148–149

for email messages, 142–144 for instant messaging, 145

for negative messages, 193–195 for oral presentations, 326

for persuasive messages, 223–226 for podcasts, 152–153

for proposals, 249–252

for recommendation requests, 170 for refusing requests, 201

for reports, 249–252 for résumés, 359, 360

for routine and positive messages, 169, 171

see also planning stage; writing stage; completing stage

time allotment, for writing, 57–58 time and space, as nonverbal

communication, 43

time extension, request for, 402–403 time limits, for oral presentations, 328 time line charts, 287

time management, xxviii Times New Roman, 115, 116 title, for reports, 295, 296 title fly, 295

title page, 295 title slides, 340 titles

capitalization of, 461 professional, 414, 416 for visuals, 294

Tobak, Steve, 71 tone, 84

for blogs, 147

for claims messages, 232, 168, 171 of condolences, 181

controlling, 84–87 conversational, 84–85 evaluating, 105 formality of, 84–85

of goodwill messages, 178 for instant messages, 145

for negative messages, 195, 202 objective, 86

in oral presentations, 334 of positive messages, 172

for reports and proposals, 278 of routine requests, 167

topic, of message, 66

topic sentence, 93, 300, 301 topical organization, 259–260

touch, as nonverbal communication, 43 TouchGraph.com, 290

Toyota, 18, 136 “track changes,” 112

trade journals, as resources, 255 trade shows, for networking, 358 training, using podcasts for, 152

transactions, bad news about, 200, 202 transitions, 94, 468

in international correspondents, 16 list of, 94

in oral presentations, 333 in reports, 278, 306

in slide shows, 340 transitive verbs, 446 translation

of international messages, 16 of web content, 282

transmittal, letter/memo of, 295, 297 transparency

in business communication, 129 of information, 10–11

in social media, 133 trends, visuals showing, 285

troubleshooting reports, 262, 264–265 trust, in teams, 32–33 trustworthiness, 83

truth, in sales messages, 236 try and, 466

tutorials, in social media, 132 twebinars, 328

TweetBeep, 257 TweetDeck, 257, 344 TweetMyJobs.com, 357 Tweetups, 358 TwitCause, 95

Twitter, 23, 130, 150–152 advanced search function, 49 for backchannel, 344, 345 Bovée and Thill Blog on, 152