Unit 4 Business Communication Messages

 English for Business Studies

Unit – 4 Business Communication Messages

5 marks (7 Hrs.)

Written, Oral, Visual Messages, Electronic Messages, Nonverbal messages

NOTABLE QUOTABLE

“We live in times of high stress. Messages that are simple, messages that are inspiring, messages that are life-affirming, are a welcome break from our real lives.” -SIMON SINEX

“Either write something worth reading or do something worth writing.” -BENJAMIN FRANKLIN

“The single biggest problem in communication is the illusion that it has taken place.” – GEORGE BERNARD SHAW 

“I see people putting text messages on the phone or computer and I think, ‘Why don’t you just call?”

-WILLIAM SHATNER

“I don’t like typing messages on my phone. Some people get used to it.” -BL GATS

“The most important thing in communication is hearing what isn’t said.” -PETER DRUCKER

“The ability to simplify means to eliminate the unnecessary so that the necessary may speak.”

-HANS HOFMANN

Learning Objectives

After reading this chapter, you should be able to

• Identify written, oral, visual, electronic and non-verbal messages

• Compare and contrast the various types of messages

• Know the advantages and disadvantages of many of those messages

WARM-UP ACTIVITIES

1. Think of at least two of the most common types of written business messages.

2. Identify two common oral business messages.

3. What types of messages do you think are the most effective for business communication?

4. Could some electronic messages be written, oral, visual and nonverbal at the same time? Can you think of an example? 

5. What nonverbal communication do you often use to communicate with others?

Looking at the entire business communication process, we learned about the importance of defining the purpose of your message, selecting effective channels, adapting your message to your audience, communicating across cultures, planning, writing and revising, and outlying, formatting and designing your documents. We also identified the skills and ethical values that shape our messages. The chapter on language showed us how to write strong words and phrases, effective sentences and coherent paragraphs in order to make our messages effective and successful. In addition, in the other lesson, we learned about building our business vocabulary and using business terminologies, idioms and expressions properly. All these ideas and exercises serve as the building blocks of effective business messages, our focus in the remaining chapters of this book.

Before we focus on key individual messages that are routinely used in the workplace, let’s get an overview of the various types of messages in terms of the medium-written, oral, visual. Electronic and nonverbal. The following sections offer a variety of examples of each medium:

WRITTEN

Written messages are used mostly for formal purposes and when there is little time urgency. They are used when the ideas are rather complicated to convey and when you need to present facts. We also use written messages if we are not looking for immediate feedback from our intended audience and if we want to preserve the message for future reference or use. The following written messages are commonly used in business communication:

Memos

A memo (memoranda) is a formal, typed paper note sent to a co-worker or a colleague within the same organization. It can be traced since you can keep a copy of the memo that you sent. A memo is usually very short and simple and is not suitable for sending long, complex and confidential information. In many organizations, employees are increasingly adopting email to send or receive memos.

Points to remember

Write a heading

Write an introduction

Provide background on the issue

Outline action items and timeline

Include a closing statement

Review and proof read before sending.

MEMO

TO: All staff

FROM: Ravi Chitrakar, General Manager 

DATE: 9 September 2019

SUBJECT Participation in upcoming book fair

Our company will be participating in the Nepal Education & Book Fair 2019 from June 1 to 8 at Bhrikuti Mandap, Exhibition Hall, Kathmandu.

We will set up our stall on the early morning of June 1, and we will be involved in this big event in a big way this year.

Except for some staff in the sales department, everyone has been assigned specific tasks at the Fair. They should report directly to our stall at Bhrikuti Mandap during the period of the Fair.

Please review the attachment for your role in the Fair.

rc (Signature)

CC: Staff members

ATTACHMENT: Book Fair tasks for individual staff

DATE: November 17, 2021

Another example of memorandum

Date: 

TO: All Employees

FROM: Emma Johnson, VP, Marketing Department

SUBJECT: Facilities Update

I’m writing to inform you that, over the next few weeks, our kitchen area will be under construction as we re-model.

As our company continues to grow, we feel it necessary to provide more communal dining space, and we are grateful to our facilities team for their hard work in making that happen.

If you have questions or concerns regarding the re-model, you can access the full report here. In the meantime, we are sorry for the inconvenience.

In between the weeks of December 1 – December 31, please use the kitchen on the second floor if you need a microwave. We will also keep that kitchen stocked per usual with snacks and soda.

Thank you for your cooperation.

Informal notes

Informal notes are a very quick way of sending an important piece of information to a colleague at the workplace. It can be left in a place easily seen by the recipient. However, informal notes may not be confidential, and may not always reach the intended audience. The handwriting may be illegible. So, extra care has to be taken over expression and handwriting.

Notices

A notice is a piece of writing informing a large number of people about something. It may also announce events and issues or new developments in the organization. It is a clear and direct form of communication usually placed in a prominent position within the workplace such as a notice board. Notices save time from having to send separate copies to many individuals. However, it is important to make sure that people are reading them.

Humla Syau Distributor Pvt. Ltd.

Kathmandu, Nepal

NOTICE

1 July 2019

10th Anniversary Publication

To mark the 10th anniversary of the establishment of Humla Syau Distributor Pvt. Ltd., we are publishing a special souvenir. Individuals, experts and organizations interested in the pomology of Humla are invited to submit their articles, stories, reminiscences, essays, etc. Please contact the undersigned to summit your write-ups by 1 September 2019. In your submission, please include your name, designation, affiliation, and contact number along with a passport size photograph. Your contributions should be original. The selection committee reserves the right to select or reject any submission.

Dirgha Khadgi (mobile phone: 027-4X2XX33) 

Communications Director 

HSD Pvt. Ltd.

Letters

Letters are the most formal means of communication used to communicate sometimes with people within the organization and most often with people outside an organization. Internal letters may most often involve confidential or disciplinary issues Unlike informal notes or notices, they are well-structured, and can convey several ideas or points clearly in writing. The sender can also keep a copy. Compared to telephone calls or personal meetings, letters can be cheaper to produce. They can also be made confidential. However, a letter may require a series of follow-up letters especially if the ideas have to be clarified and communicated well. The disadvantage is that letters may reach the destination very late or may not even reach the receiver.

Emails

Emails are today replacing letters or memos. They have become very common and also popular because they are free, fast, secure and confidential. They allow feedback quicker than in letters. Emails can be used for formal as well as informal purposes. The added advantage is that you can attach documents and photographs of various sizes. Emails can, however, be ignored by some recipients or they may just be deleted as spam mail.

Minutes

Minutes are formal notes or records of business meetings, hearings, decisions made, or resolutions reached. They are also known as protocols. Minutes start with a list of people who were present at the meeting, followed by a statement of the issues considered by them, and their input or decisions made. Usually, a secretary takes the notes to prepare the minutes later.

Reports

A report is an organized document that presents information about a business situation. It presents findings from an investigation or a review of a business issue, problem or trend. The types of report can vary depending on the details of presentation included in them. The information is usually presented in a narrative, graphic, or tabular form. Some reports may be just one page while others can be a hundred or more pages. A report is usually submitted by lower level employees or managers to upper-level executives.

Reports need to be objective, and they try to present accurate and full examination of a particular event or situation. It takes time and resources to prepare a report. Since a report is usually bulky. It can be time-consuming for the audience to read through it. Sometimes oral presentations may use information from reports, but oral presentations cannot capture the depth and clarity of a written report.

Proposals

A proposal is a plan or suggestion forwarded for consideration by someone. It is usually a formal, written document making an offer of a product or service to a potential client. Proposals can be solicited (submitted in response to a call for proposal) and unsolicited (submitted without being requested to do so).

Business plans

Although sometimes a business plan is used interchangeably with a business proposal, a business plan is a document that spells out the formal statement of a set of business goals and how those goals would be achieved. It includes the strategies for progress. It is a written description of the future of a company’s business. Sometimes, when relevant and useful, proposals may use parts of a business plan.

Bulletin boards

A bulletin board is a surface or place for posting public notices, posters, leaflets, pamphlets, advertisements, and announcements of events or new developments. They are often used in schools and universities and in many offices. Usually they are hung on the wall near the entrance of an office. They are made of wood, cork, or plastic. These days, internet forums serve as electronic notice boards.

Signboards

A signboard is usually a large board fence that displays the name or logo of a business or product with visually attractive images and some written information. It is often displayed along highways, on buildings, or other visible locations. Alternatively, signboards are also referred to as billboards or hoarding boards

Posters

Posters are large printed notices, usually with a picture or photograph to advertise or announce something. They may also display charts, graphs, and illustrations. They are highly visual and are designed to be hung or attached to a wall.

Pamphlets

A pamphlet is a small booklet or leaflet used for promotional purpose. It may provide information about a campaign, an organization's values, or a new product. The document is usually unbound (without a cover) and in size, it can be simple, as a single, unfolded page (a flyer or a leaflet), half-folded page, or many pages such as information on safe driving, healthy eating, or passive smoking, usually printed in a leaflet or flyer. Flyers and leaflets are very basic, economic forms of pamphlets.

Brochures

A brochure is a professional form of promotional material. Unlike pamphlet, flyer or leaflet, it is distinguished in design and format with the view to create a positive and lasting impression. A brochure introduces a company and its products or services. It is written concisely and in simple and straightforward language. It comes in various sizes and folds. It includes photos and graphics, and is usually attractively designed for visual appeal. Brochures serve as selling tools. They provide the most important information about a company in a nutshell. They can be distributed among many people; can be carried around, and kept for future use or reference.

Guidelines/Manuals

Guidelines are documents that outline rules, regulations, principles, or pieces of advice. They explain a course of action or a procedure. When companies need to make the process of work uniform and efficient, they create guidelines for their employees, such as meeting guidelines, programming style guidelines, manufacturing guidelines, communication guidelines, social media guidelines, etc. Organizations can create internal manuals that include guidelines on certain topics or issues.

Instructions

These are documents that explain a process step-by-step, for example, how to use some product or service. Examples include owner’s manual, user guide, user manual and instructional manual or instruction guide. When you buy a packet of noodles, or a bottle of medicine, you will also bring with them some form of written instructions on how to cook the noodles, or how to use the medicine.

Questionnaires

They are a set of written questions with predetermined answer options. They are useful to conduct surveys or market research, to find out how consumers perceive a company’s products or services. Questionnaires can be used to systematically gather information from a large number of people, and their likes and dislikes. Data can be quickly analyzed and presented visually in graphs and charts. However, some people may not respond to questionnaires or simply find them difficult to complete. People may not be honest in their responses. Sometimes it is more effective to call people, talk to them in person, or write a letter.

SMS (Text messaging)

Short Message Service (SMS), a text messaging service available on mobile phones, is becoming very popular to send or receive many business messages these days. Most often, it is used for sending and receiving short, urgent messages. Text messages are Informal. However, depending on the context, style and tone, they can also be formal.

Text messages can be useful in marketing, for example, alerting customers about new sale prices; updating customers on airline flight status, package tracking, and appointment reminders. It can be used for crisis management. Employees working at a disaster scene can be updated with information. It can be used for security reasons such as authenticating mobile banking transactions. As SMS is integrated with Facebook Messages and Gmail, it is becoming even more useful. For other details on SMS (text messaging), see in "Written messages" sub-section above.

Résumés

A résumé is a summary (usually one page) of a person's employment, education, and skills or work experiences. It is used in applying for a job in any business. The British use the term CV (Curriculum vitae, vita) for résumé. However, CV is detail document of profession affiliation at it is comparatively longer. Sometimes the term "résumé letter" is used to refer to both the cover (application) letter and a resume as one entity.

Articles

These are short or medium-length (700- to 1,200-word) news articles, feature stories, opinion columns, advertorials (advertisement in the form of editorial content), interviews, etc. for publication in newspapers, magazines or newsletters. They may cover a variety of topics. Since they are carried in mass media, they reach a wide range of audience.

Newsletters

A newsletter is a periodic publication in the form of a bulletin for the internal audiences within an organization or a professional society. A newsletter is usually printed on letter-size paper. The newsletter carries company updates and news about employees, covers developments in products and services as well as the interesting trends in business outside the organization.

Press releases

A press release is a form of news article released by a company to pass on a piece of important information to the mass media such as newspapers, radio, television and online news outlets. Since the company itself writes the release, information contained in the release is deemed to be accurate.

Print advertisements

A print ad (short for "advertisement") is a notice or announcement in a mass media outlet placed by a company to promote a product, service, or event. A print ad may also be used to publicize a job vacancy. Newspapers and magazines offer many examples of print ads. Print ads help to reach a large number of people at once; a print ad is an alternative to signboards, brochures, email advertisements, door-to-door marketing, etc.

ORAL

Oral messages are used mostly for informal purposes and when there is time urgency. They are used when the ideas are simple to convey or easily explainable via speaking. They are effective in conveying emotions and feelings. Oral messages are also used when we are looking for immediate feedback from our intended audience and if we do not want the message to be necessarily permanent. The following oral messages are commonly used in business communication:

Interviews

An interview is a face-to-face communication situation for various purposes. An interviewee (one who is being interviewed) faces an interviewer or a few interviewers, usually in a room. The interviewers are in full control of the situation; they do the asking and the probing to find out whatever they want to know about the interviewee. The interviewee is usually under pressure. He or she may not always be able to give the right answers. But both sides have the opportunity to see and feel each other up close.

Encounters

An encounter is a situation in which you meet someone unexpectedly. Though flexible, communication in such a situation tends to be without control because it is not planned. Encounters are effective only for casual, routine or simple communication. Trying to communicate complex and sensitive information in an encounter can lead to failure, frustration, anger and even resentment.

Meetings of individuals

Unlike an encounter, a meeting is more formal and it may even be planned. Meetings can be internal, involving co-workers and managers. They also often take place between members of different organisations, for example the meeting of CEOs of two companies along with their subordinate officers. Meetings offer the opportunity for participants to express their views, and possibly contribute to making decisions or solving problems. Records of a meeting can be maintained in the form of a letter or a brief report.

Briefing meetings

A briefing meeting is a communication situation, often in the beginning of the workday, in which a senior business officer gives instructions or preparatory information to his or her staff. Such a meeting covers developments within the company, specifies the tasks for staff members, and conveys them the set targets for the day. A briefing meeting is more informal than formal.

They take place almost every day in organizations. Managers don't have to meet each individual worker to share their information, Briefings enable to convey exactly the same message to everyone. Staff members can ask questions for clarifications. Briefings, however, can be stressful for pressure of time, and they leave no written record for future reference.

Full staff meetings

Full staff meetings are usually planned ahead with clear agenda items, and they are formal. The meeting is chaired by a person who makes sure that participants get the opportunity to express their opinions. Such meetings usually focus on pressing issues or problems with the intention to find a resolution through group discussion. They require strong interpersonal and listening skills, and team spirit. Formal meetings can be time-consuming and not everyone is comfortable to speak their opinions openly. Written records of staff meetings are maintained by taking notes or minutes, usually by a secretary.

Formal, public speaking

This involves a speaker talking to a group of people in a formal setting, Traditionally, as an authoritative way of communication, public speaking involved long lecture-type speeches in front of a passive audience. Increasingly, speakers are more structured and focused on a topic, and even try to energize the audience by asking questions. Unlike written reports, public speaking can be conversational and it offers the opportunity to highlight key points, and repeat important information. It is immediate, and the audience receive information simultaneously. However, it is not effective to convey complex data. To help better understand the speech, some speakers provide written version of their speech or a "handout".

Oral report or presentation

An oral report or presentation is usually an oral version of a written report. The report begins with an introduction, often an anecdote, a proverb, personal experience, an interesting fact, or a question directly related with the topic. This is followed by a focus on factual business information, interpretation or analysis. Depending on reporting situations, oral reports can be very informal like in routine conversations, or highly formal like in a structured public presentation. Visual aids like overhead slides, or projectors are often used in oral presentations. Usually, questions are welcome at the end of the presentation making the event more interactive and participatory.

Press conferences

A press conference is a meeting in which journalists or news media professionals are invited for an interaction. It may begin with the reading of a statement. A company often uses a press conference to make an important announcement, such as the launch of a new product or service, or merger of the company with another competitor. Sometimes, a press conference is held to clarify things, especially if the company is mired in a controversy. Journalists ask questions and usually a prominent person from the company or organization answers their questions. A press conference is effective in conveying a message directly to the media. However, journalists may ask a lot of questions, some of which can be embarrassing or difficult to answer.

Telephone calls

Many business messages can be directly conveyed via the telephone. Businesses can directly call customers to share news or updates on issues of their interest, and for follow-ups. They can also do telemarketing to reach potential customers, or conduct telephone surveys to identify their customers' preferences, or gauge their perceptions. Telephone calls are quick and immediate, and they also provide instant feedback. Although voice or tone can be inferred, telephone calls do not allow for body language, and the call can also be distorted due to technical reasons.

Skype

Skype can be used to talk to another person via a computer, for free. In that, it is like making a telephone call. It can also be used to call a telephone from your computer, for a charge. With a webcam on your computer, you can also use Skype for videoconferencing with more than two people. A computer, a webcam and internet access is just what you need to use Skype. One of the main issues with Skype is poor signal or distortion.

Teleconferences and videoconferences

These are conferences over telephone or video. They usually involve more than two people, physically at some distance from each other. Participants just need to connect to a device to be together. While teleconference allows for only the voice to be spoken and heard, a videoconference provides one more advantage-it uses a camera so participants can see each other. These methods of communication help save time, and resources spent on travel. Skype has made these types of conferencing easier and also cheaper today. However, poor signals, and technical problems can be annoying. Apart from Skype, other tools are also available for videoconferencing.

MID-CHAPTER REVIEW AND EXERCISES

Key Points 

Business communication uses various types of messages - Written, oral, visual, electronic and nonverbal.

 Written messages include memos, notices, letters, emails, brochures, instructions, reports and proposals. They are mostly formal, and can be preserved for future reference.

Oral messages include interviews, encounters, meetings, conferences, and presentations. They are used mostly for informal purposes. We also use them when there is time urgency and when we need immediate feedback. They are effective in conveying emotions and feelings.

Key Terms

Advertisement        Advantage      advertorial    Billboard        Article      Briefing meeting

Bulletin board           Brochure          Business plan       Confidential           Complicated         Disadvantage     Electronic        Email        Encounter      Feature story     Formal        Flyer         Guideline       Hoarding board   Handout      Instruction        Interview     Interviewee   Interviewer      Leaflet       Letter     Memo        Meeting       Memorandum        Minutes      Newsletter   Nonverbal       Notice       Opinion column        Oral    Oral report        Poster      Press release   Public speaking        Pamphlet       Press conference    Proposal         Questionnaire        Résumé     Signboard Skype      Solicited        Text messaging             Urgency  Visual     Report      Secure            Simultaneous     SMS    Teleconference       Unsolicited           ideoconference

Written

Exercises

Short Answer Questions

1. What is a business message?

2. What are the features of messages?

3. Give one example of communication medium that is both written and oral.

Discussion Questions

1. Compare the advantages and disadvantages of oral and written communication messages. 

2. Which written business messages are the most commonly used in the workplace? Identify them and discuss why they are used so frequently. 

3. What is the difference between briefing meetings, meetings of individuals and formal full-staff meetings?

Critical Thinking

“The interviewee is usually under pressure. He or she may not always be able to give the right answers.” Do you agree? Provide explanations based on your own interview experiences.

Independent challenge

Imagine that your class organized a successful fundraising program to collect money for a tourism communication trip to Pokhara. Prepare a one-page written report on why and how the funds were raised and how the money will be spent. After you have done that. Prepare a separate oral report focusing on those same questions. Now make a 5-minute oral report to your class. List the procedures and your experiences in writing the report and presenting the oral report.

VISUAL MESSAGES

Visual messages can be written or oral, and nonverbal. They reinforce written communication and are effective in engaging the audience. Remember the saying: “a picture is worth a thousand words”. Visuals help to present the most important information in a condensed and concise form. They have stronger impact on the minds of audience. We use them for immediacy, to emphasize important points, to bring data, location and even idea to life in dynamic ways. They are used to show things, not just tell about them, and to convey complicated information. They are effective in illustrating how things work, in conveying change over time, and in making comparisons. They are simple to follow, such as in directions and instructions. They are flexible in reaching across demographics, cultures and geographic boundaries. They can be kept permanent, and depending on the communication situation, they may enable immediate feedback. The following are some key visual messages used in business communication:

Signs, Signals and Symbols

Signs

A sign tends to have a single meaning. It is a part of the human world of meaning and largely depends on culture. There are three types of signs.

Symbolic signs are those signs that have no obvious connection between the sign and the object it refers to. For example, the word APPLE is not identical with its referent, the round, juicy fruit.

Iconic signs have a visual likeness to the think they represent, such as the icons of a home, an envelope, a door, a lock, a pair of scissors, a cross sign (x), traffic signs showing people crossing the road, etc. Icons are not elaborate and they focus on a single idea of the object or the action. More examples: a picture of skull with crossed bones (No Smoking), male or female images on toilet or restroom doors, a picture of explosion (Explosive Device), electric wire and current (Electric Shock), etc. Many traffic signs can also be considered icons. In computers, icons are used to depict various applications.

Indexical signs show some kind of direct connection to the real thing, such as a burning torch, dark clouds, smoke, a tear running down someone’s cheek, etc. A five-story pagoda in an old city skyline offers an indexical reference to Bhaktapur, and the eyes of Swayambhunath to Kathmandu. Signs also may include finger, hand and gestural signs.

Signal

Unlike signs, which are mostly static, signals are dynamic and show movement or action. They may include gestures and sounds. However, for a successful communication, there must be a prior agreement between the sender and receiver on what a particular signal stands for. Examples: A man giving a flower to a woman signals his love for her. A traffic police officer pointing to the left signals drivers to turn left. A man raising his hands in the middle of a conversation signals that he has something to say.

Symbols

A symbol is something that represents or stands for something else, usually an abstract idea. Sometimes the word symbol and sign are used interchangeably. However, unlike signs and signals, symbols can have multiple meanings. Thus they can be ambiguous and varied, according to cultures. A symbol has to be visible, and its meaning should be agreeable to the people who are in communication. The simplest forms of symbols are pictograms in which a concept or object is represented as it is. Ideograms tend to be slightly abstract, like the shape of a heart that represents love, a pigeon that represents peace, or a white flag that represents surrender. Arbitrary symbols have no obvious visual connection to the idea or object they represent; they are abstract. Our non-quadrilateral national flag is a symbol of sovereignty and peace, and harmony. However, the flag itself is not those ideas. Other examples include two crossed bones and human skull placed in between (danger) and a lighted cigarette with cross mark on it (no smoking).

Colors

Colors can be used for symbolism, for example, blue means peace, green stands for environmentally friendly, and red refers to power. Maps use various colors to help quickly spot a location. Colors are also used to give structure to an object, to highlight certain things, to enhance meaning, to show association between things and to convey certain mood. Too much use of color, however, can become very distracting.

Nonverbal Visual Cues

Our body language, such as facial expressions, eye movements, postures, and gestures are a form of visual communication. The way we appear, dress, touch others, and use physical space in relation with others helps communicate specific meanings to a viewer. A more detailed discussion is available on this in the section below under nonverbal messages.

Typography

Typography is the visual display of printed matter. It is the art of arranging type on paper or screen. It may include regular fonts, calligraphy, and increasingly digital type, type designing and even graphic designing. Designers usually choose between two types of typefaces (fonts); serif and sans-serif. A slight projection (feet) on the endpoints of a font is called serif, and any font that belongs to a class of typefaces with such a projection is also known as serif. Serif fonts, because they are distinctive with the projections, are easier to read on paper. However, serif fonts can be harder to read on webpages because they have lower resolution on the screen. Sans-serifs have no feet. The French word sans means “without”.

Some Fonts

Serif fonts

Times New Roman

Sans-serif fonts

Arial Narrow

Arial

Arial Black

Berlin Sans FB

Calibri

Century Gothic

Franklin Gothic Heavy

Gill Sans MT

Gill Sans MT Condensed

Lucida Sans

Microsoft Sans Serif

Tahoma

Tw Cen MT Condensed

Verdana

Drawings, Diagrams and Illustrations

Line drawing

Also called line art, it is the drawing or representation of things such as electronic or technical equipment, human body, animals, plants, furniture etc. Line art is usually done in black and white and it illustrates key components or parts of objects.

Diagram

A diagram is a form of line art. It is a simplified drawing that illustrates the appearance, structure, or workings of something, for example a diagram of a solar powered microwave oven, a living room, or a radio circuit. Diagrams show component parts of a thing, and the logical relationships between those parts. Diagrams are often used in technical communication documents. Because they are simple forms of schematics, they help bridge the gap of knowledge between experts and laypersons. To avoid distortions during use (such as photocopying or faxing), draw diagrams in black and white. You can also use computer-based programs to create diagrams.

Cartoons

A cartoon is a simple drawing that shows features of people or things in a humorously exaggerated way. It is a caricature highlighting the peculiarities of things and can be satirical also. Cartoons are often published in newspapers or magazines but they can also be used in other types of publications or messages. Cartoon movies are electronic versions of cartoon pictures in a narrative format.

Schematics

They are a form of line art or a diagram, but are more formal sophisticated and used for highly specialized and technical documents, often in the area of electrical or mechanical engineering, architecture, geology, or environment science. They follow the standards and rules of the discipline or the profession and are accompanied by abbreviations and symbols on abstract information known to experts. It takes some good amount of experience and expertise to be able to draw schematics.

Photographs

A photograph is effective in showing precisely the external surface of objects as they are. Today, camera with quality functions can be bought with little cost. Taking pictures has become easy and quick for many people. But to produce better pictures, one should plan ahead, consider viewers’ needs, know the subject matter and equipment, and colors, and use proper angles, frames and depth. Selective use of photos is effective. Use photos to illustrate something meaningful, something that adds to the meaning of a message rather than merely for decoration.

Maps

Maps are effective in showing geographic locations or directions. Maps help to show countries, regions, districts, cities, highways, rivers, mountains, lakes, etc. Political maps highlight boundaries of nations, or states, their capitals, etc. Geologic maps depict the terrain, elevation, climates, and other surface features. Maps.can be simple with basic outlines or more detailed with political or geologic features, direction orientation (indicated by a north- pointing star), distance scale, legends, and relevant descriptions.

Graphics

Tables

They comprise of rows and columns, mainly with numbers and some words. They help to compare diverse information quickly and easily, to show exact figures and values. Each column contains a heading under which relevant units of measurement are placed. Use a simplified table with main data to illustrate your point; do not include too many rows and columns, if possible. Row headings, usually on the left column, identify the contents placed in the rows. Each table should be numbered, according to its order in the chapter or the document. It should have a title.

See the table in book

Bar graphs or charts

A bar graph is a graphical depiction of data by means of vertical (with Y axis) or horizontal bars (with X axis). It is effective in comparing one item with others, in showing the relative value of two or more items. You can use various colors or shades, and even in black and white, you can fill in various patterns to emphasize the difference. You can create bar graphs with the help of word processors, Microsoft Project, or Microsoft Excel.

Several options are available, such as vertical, horizontal bars, 3-D bar graph, line graph, pictograph, or area graph. A pictograph gives a pictorial depiction of the concept and its numbers. A line graph connects a set of numbers with a line or lines showing an increasing or decreasing trend. It helps to show changes in quantitative data over time. An area graph shows the graph in terms of the bulk of area covered by the data. If there are more than one variable (idea or factors) depicted in a graph, use different colors or patterns to differentiate them.

Pie charts

Province-wise Number of Teacher 

These are shaped like a pie. This type of chart is simple in design and effective in illustrating proportions of the parts of a whole. It is also suitable to reach general readers or users. Avoid cluttering the pie. Make sure the labels and percentages are clearly written and that there are no more than five or six slices within a pie. 

Flowcharts

Flowcharts are effective in showing the stages of a process or a procedure. They are also useful to provide instructions in a concise way. Many processes, such as how a product is processed or how marketing managers delegate work to marketing representatives can be illustrated with flowcharts.

Organizational charts

An organizational chart depicts the system of organization within an institution in terms of levels and departments, and their relationships. It shows the lines of authority and responsibility in an organization. An organization chart is often used to show the hierarchy in an institution, often with the president of a company at the top. Alternatively, an organization chart can also show the functional divisions of a system, such as the human nervous system.

Information graphics

An info-graphic is a data-rich visualization of information or ideas. It can illustrate patterns and trends, and present complex information in a way that can be understood quickly and clearly. Info-graphics have no rigid format, all you need is creativity and a commitment to ensure accuracy of the information presented in it. A variety of technological tools and software devices are available today to aid you in creating info-graphics.

Visuals in the Multimedia

Visual communication has become very ubiquitous and powerful today at multiple levels and platforms. Video clips, animations, motion pictures, computer displays and screens are some examples. We see a rich variety of images and colors and designs on computer screens, movie screens, television screens, and mobile phone screens. Websites and their pages are full of visuals that integrate multi-media elements. If you press Ctrl and PrintSer on the keyboard on your personal computer, you can copy the screen image. It can be then pasted on a word document or an image editor such as Adobe Photo Shop.

ELECTRONIC MESSAGES

Electronic messages can be written; oral and even nonverbal and they all share many of the same characteristics. For the same reasons, they have added benefits compared to the other types. The audience, especially with visual or auditory impairment. Have the option to choose their preferred medium in electronic communication messages. Electronic messages are instantaneous in delivery and they help save our valuable time. Accessing information is quick and easy because many electronic media are search-enabled. Messages can be stored temporarily or permanently in discs, tapes or servers. They also help to save our money from being spent on paper, ink, printing and postage. They help overcome time and space barriers, and we can work from home or anywhere, anytime. Moreover, many forms of electronic messages are interactive, enabling continuous interaction and feedback. Examples of electronic messages that are commonly used in business communication are given below:

Emails

Emails have become the commonest form of communication inside and outside of an organization. For details, see under the sub-section “Written messages” above.

Telephone calls

Telephone, the oldest type of communication technology still in regular use, has evolved today into a sophisticated machine.. Telephone is effective for urgent, instant messages. With the advent of mobile phone, communication has become extremely convenient. Business people remain in touch anytime and anywhere. See “Oral messages” sub-section above for details.

Fax messages

A facsimile message is a document sent via a device that transmits an exact copy of a document (text, pictures, graphs, etc.) via a telephone line. The fax machine scans the document as it goes through and an exact copy is transmitted immediately to the fax machine on the other end of the line. Today,

email attachments have replaced much of the work of fa machines. Yet, for signed or actual paper documents, it is stil useful. However, fax copies may be distorted, or may not remain confidential.

Online chats

An online chat is the type of real-time communication over the internet between members in a group. Many small businesses find online chats useful in communicating with their clients, partners and suppliers. People can participate simultaneously with the option to ask questions, respond, clarify and probe further. They offer a sense of immediacy and collaboration, and help to work with people spread out across the country or the world. Chats can help replace extra telephone lines, and reduce long distance calls. They are easy to use, and offer the opportunity to leam from others.

Internet forums

An Internet forum is an online discussion site (message board or discussion board) where people can interact with others in the form of posted messages. Much like "newsgroups", the original internet discussion groups, it offers a common space to ask and answer questions. It can be useful for businesses to discuss products or services, get feedback from clients and potential clients, or solve problems. Companies can outsource some of their customer service and support works to their community of customers on the forum. Your approach of communication here may partly depend on whether the forum is anonymous or transparent, whether it is open or requires registration. Choose the type of forum that works best for you.

Social media posts

Social media such as Facebook, Twitter, LinkedIn, YouTube, etc. provide an effective way to communicate business information. They help communicators to collaborate by allowing them to share information, revise it, respond to it, or contribute new content. The approach is conversational, so be open and ready to interact with the other party. Get involved, and don’t run away from criticism. Be honest and transparent. Some social media posts, such as on YouTube can be live-streamed. It can be effective to promote your company events, such as product launches or anniversaries. Social media messages are typically informal, concise, specific and informative. Social media are like offline social interactions. Any marketing or promotional efforts should be indirect. Avoid blatant advertising.

Websites

A website is the location of a company or an individual on the internet. Many companies already have websites. Websites are the most important tools to connect your company to your customers and the world at large. A website can be accessed by anyone from anywhere in the world. An attractively designed website with all the information on a company’s vision and mission as well as its products and services is a powerful advertising tool. Some websites are created in a way to conduct e-commerce (electronic commerce). Products can also be directly sold from them. Because the owner can update websites, and he or she can publish anything of importance, it can save money spent on advertising in the mass media.

Blogs

Blogs are online journals that can be easier to customize and update than websites. You can post interesting and important updates about business issues on blogs. They have become very popular in recent years for a number of reasons, mainly because blogs deliver interesting and useful information, and they do it quickly. They are also highly interactive and audience members can join in the conversation and post comments Individual bloggers offer personal and often intimate voice in contrast to the impersonal corporate voice predominant in popular business communication. Audience tend to develop closer emotional bonds with bloggers because they offer something fresh.

Microblogs

A microblog is a miniature form of a blog in which messages are restricted to a couple of hundred characters (letters, not words) Twitter is the most popular example. It restricts messages to 140 characters. Messages may be composed differently due to space constraint but the principles of blogs apply on microblogs also. Microblogs are useful to write short summaries, and to provide links to other content online. One must be careful in microblogging since every post is permanently archived on the internet.

Podcasts and vodcasts

These are audio (podcast) or video (vodcast) posts online distributed via RSS subscriptions. They help to make content richer, and also appeal to the audience's auditory and visual senses. Podcasts can be downloaded and audience can listen to them even while they are doing something else. These channels are effective in giving consumers previews of products, services and other activities. Any other promotional materials can also be carried in podcasts and vodcasts. Depending on the needs, these could be in a variety of formats, such as news bulletins, interactions, interviews, etc.

Video conferences

These offer advantage over traditional face-to-face conferences by cutting travel costs, re-enforcing relationships and enhancing collaboration. For more, see teleconferences and videoconferences under the sub-section "Oral messages".

Webinars

A webinar is a seminar, only that it takes place over the internet. It serves a platform for online participation and discussion. Webinars are useful to build business contacts, promote a product or service, maintain close communication with customers, add value to business, etc. They also help save money on conference and seminar related expenses.

Skype

Skype is effective in keeping touch with customers, partners or colleagues. It can also be used for teleconferences or videoconferences. Moreover, it helps to keep costs at the minimum. For more on Skype, look under the sub-section “Oral messages above.

NONVERBAL MESSAGES

Words alone are not enough to convey realities. Nonverbal messages express inner feelings. They are effective for short and brief communication. Although they cannot be used as tools for public communication, they help convey subtle messages, reinforcing what was said before, and demonstrate confidence, enthusiasm and professionalism in the way we communicate nonverbally. They offer several advantages that are unique to them. They can be used to communicate with people who may not understand your language. You can communicate nonverbally if you don’t want others to hear you. Even in silence, you can communicate through gestures, facial expressions or other cues. With signs, you can communicate with people far away from you or even with hearing impaired people. Most importantly, they are useful to convey feelings, form relationships, express experiences and realities of everyday life and deeper cultural traits. Some examples of the common nonverbal messages include the following

Physical appearance

The first thing people notice when you meet them is appearance. Your look, height, weight, facial features tell about you nonverbally. It is often believed that physically attractive people look more professional, more desirable than less attractive people. Compared to others, they may also perform better in their jobs and get better pays and promotions However, physical attractiveness can be culturally determined For example, people in one culture may consider a thin less competent and less authoritative than a person with some weight whilst the same person may be considered healthy and attractive in another culture. Similar could be the case with a petite and a tall man. 

Our clothes and dresses, our choice or colors and hairstyle also tell a lot about our interest, age, personality, taste and sex They project our personal style. Many companies require their employees to dress in professional manner and some even provide them with company uniforms to convey a uniform and credible image of the company. Others maintain a formal dress code for the company. Professional dress is often associated with a status, experience, authority, and influence. Small organizations may have flexible dress codes where you can wear T-shirts of shorts, but in larger organizations, they may require you to always appear in formal dresses and to look neat and well-groomed. In other words, you should appear with a bathed body, clean fingernails, styled hair, and fresh breath. You should wear clean and pressed clothes, and polished shoes.

The ornaments we wear also communicate about us. Hats, hairpieces, scarves, eyeglasses, sunglasses, jewelry or body piercing, handbags, briefcases and even tattoos can be culture specific. It’s important to know what is acceptable and desirable in the workplace. For example, nose piercing may be regarded undesirable in many Western workplaces, but in Nepal, it is a normal cultural practice for women.

Tone of voice

Sometimes how something is said tells more about a person than what is said by the person. The pitch of voice (how high or low the voice is), volume of voice (how loudly he or she speaks), rate of voice (how fast) are part of a person’s vocalic or paralanguage. What type of vocalic is acceptable or desirable depends on the situation. A high pitch may be desirable in some cultures and contexts. For example, it is generally considered socially attractive, powerful, knowledgeable and trustworthy in America to speak aloud and fast. In Japan, it is generally considered impolite and rude. In most situations, altering vocalic cues may be considered desirable than using the same monotonous and flat vocalic.

Body language

Body language, also known as kinesics, is the study of gestures and movements of the body. Gestures (visible bodily actions like movement of the hands, face, eyes, head or other parts of the body) help to communicate particular messages for example, placing an index finger on the lips (keep q sign), holding up two fingers during a presentation by the facilitator (signalling that you have two minutes remaining using two hands to form a T (time-out sign), and raising a palm (do not disturb sign). Other examples include nodding to indicate you agree, saying “um”, “uh-huh” (in Nepal, aber to signal that we are following someone speak, using hand to illustrate something figuratively, etc. Body language also includes postures, the position in which a person holds body when standing or sitting. Direct orientation shows positive attitude. People tend to be more relaxed in posture while talking to friends or those with lower status.

Facial expression, eye contact, etc.

Your face and eyes reveal much about who you and your emotions and feelings. They both reveal our happiness, sadness, anger, irritation, frustrations, embarrassment, and many other complex emotions. These are communicated with a smile, a blush, a leer, a blink, a smirk, a grin, a wink, a frown, etc. Studies have shown that people who smile more are generally considered to be more intelligent than people who smile less. That is one reason why many companies prefer to recruit marketing and sales staff with a smile. Direct eye contact is associated with persuasiveness, calmness, confidence, and credibility. In high stress jobs like customer services, employees are required to control or hide their negative feelings. This involves controlling the facial muscles.

Use of space

The space and distance (called proximity) you maintain from others in your communication with them can tell something about who you are and how you feel. The study of this phenomenon is called proxemics. Keeping yourself just close enough to a person you are speaking communicates something about you while keeping too close or too far away from the person something else. In Western cultures, distinction is generally communicates made between four types of spaces. Intimate space (from 0 to 11: feet from a person) is only for someone whom the person is well

Acquainted with. The person feels violated if someone invades that space. However, this does not apply in overcrowded places like theatre hallway or an elevator. Others include personal space (extends from 1½ to 4 feet from a person) for conversations with family and friends, social space (from 4 to 12 feet from a person) for formal group interactions and professional relationships, and public space (starts at 12 feet from a person) used by speakers making a public speech or presentation. It is not clear yet what specific and culturally defined standards of proximity we follow in Nepal, but most traditional societies communicate at a closer distance. It will help to pay attention to the body language of the person you are speaking to and adjust your distance that is comfortable to both of you.

Touch

The study of how we touch someone (haptics) is closely related to our use of space. Some people use a lot of touches to communicate with others, such as hugging, putting their arms around others, patting on the shoulders or back, making repeated or vigorous handshakes, etc. Some people try to avoid touching others, not necessarily because they are shy but because they don’t like it. Touching can be a cultural norm. For example, it is common in our culture for elderly people to touch the forehead of their younger relatives. Similarly, young people touch the feet of elderly relatives. In the Middle East and Europe, men kiss each other on the cheek as a way of greeting. In most situations, it will be prudent to limit the touch to socially acceptable forms such as a handshake.

Use of time

Have you heard the term “Nepali time”? It is a derogatory term, meaning that Nepalis generally make inefficient use of time and are not punctual. However, for many people in other cultures, “lime is money”. The study of how people use time (called chronemics), reveals a lot about how our use of time communicates many things about us, In modern workplaces, people who arrive on time, who meet deadlines, finish their work on time, or leave work on time are perceived positively. Effective and precise use of time can be productive for business and it can also lead to better pay and promotions.

Physical environment

Physical environment such as the layout of a room, seating positions and arrangements also determines communication The objects in an office room or the objects the occupant of that room brings in there may affect communication positively or negatively. A well organized, decorated, clean room communicates differently than a disorganized, undecorated and dirty room. Communicating in a clean and organized room is likely to be more productive and pleasant than in the other room. Proper lighting, colors, decoration, furnishing of a place could affect the way we communicate in a physical environment. In addition, workplaces have distinct professional physical environments. The large and well-furnished office rooms of powerful executives or managers differ from the small offices or cubicles of low status staff. Each space is associated with certain way of communicating.

In addition, nonverbal messages may also include signs and symbols as well as charts, graphs and pictures discussed above under the section “Visual messages”.

The rest of this book focuses on how to plan, organize or produce some of the common business messages in the workplace.

END OF THE CHAPTER REVIEW AND EXERCISES

Key Points

Signs, signals, and symbols; colors, nonverbal visual cues. Typography, drawings and illustrations, graphics, and multimedia visuals comprise visual messages. Visual messages are powerful for their immediacy and impact. They are used to emphasize important points, to bring data, locations and even ideas to life in dynamic ways.

Emails, telephone calls. SMS. Online chats, internet forums. Social media posts, websites, podcasts, and webinars are examples of electronic messages. Some electronic messages can be written, oral and even nonverbal. Electronic messages are characterized by immediacy, interactivity, cost-effectiveness, productivity, and ease, among others.

Physical appearance, tone of voice, body language, facial expression, use of space and time, touch, and physical environment are used in nonverbal communication. Nonverbal messages help convey subtle messages, reinforce information. And demonstrate confidence, enthusiasm and professionalism.

Key Terms

Animation      Bar chart     Blog        Calligraphy  Chronemics       Cue         Diagram    Discussion board   Eye contact      Facsimile      Area graph     Bar graph     Body language      Cartoon   Color       Diagram    Digital type      Drawing      Facial expression     Fax message         Flowchart     Font     Graphics  Haptics    Iconic sign     Illustration         Immediacy       Indexical sign        Information graphics     Internet forum     Intimate space      Line drawing     Line graph     Map       Message board     Microblog    Newsgroups     Online chat      Organizational chart  Personal space     Photograph    Physical appearance  Pictograph      Pie chart   Pitch       Podcast        Proxemics        Proximity      Public space     Reinforce Sans-serif       Schematic      Serif font     Sign     Signal. Social media post      Social space   Symbol    Symbolic sign     Tables      Tone of voice      Touch        Typeface   Typography      Ubiquitous     Visuals in the multimedia     Visual       Vodcast       Webinar     Website      Well-groomed

Exercises

Short Answer Questions

1. Give two examples of visual communication and explain each

Briefly.

2 What is the difference between blogs and microblogs? 

3. Briefly explain these a) proxemics, b) ...... and c). ... 

4. How does our physical environment communicate about us?

Discussion Questions

1. Discuss the difference between typography and graphics with examples.

2. Identify visual messages that can be electronic as well as nonverbal. Explain their shared features.

3. What are signs, signals and symbols? Discuss with examples.

Critical Thinking

Do you think electronic messages may eventually dominate, if not totally displace, all other forms of messages? Explain why and how

Independent Challenge

Game: Work in at least two to three small groups, each having 3-5 people. Ask the question: “Where are we located now?” Each group

Proceeds to draw a map of the place where they are at the moment. The more detailed the map with roads, and other signs, such as directions, the better the outcome. When you are done, compare the maps and see if you can improve each further.

References

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Timm. P R., & Bienvenu, S. (2011). Straight Talk: Oral Communication for Career Success. New York: Routledge.

Bovée, C. L., & Thill. J. V. (2000). Business Communication Today. Upper Saddle River, N.J: Prentice Hall.

Shrader. R. L. (1980). Electronic Communication. New York: Gregg

Division, McGraw-Hill.

Worth, S., & Gross, L. P. (1981). Studying Visual Communication, Philadelphia: University of Pennsylvania Press.

Eisenberg, A. M., & Smith, R. R. (1971). Non Verbal Communication.

Indianapolis: Bobbs-Merrill.

Lehman, C. M., & DuFrene, D. D. (1999). Business Communication.

Cincinnati, Ohio: South-Western College Pub. Hilligoss, S., & Howard, T (2002). Visual Communication: A Writer's Guide, Second Edition. New York: Pearson Education, Inc.