This document is a lesson on business communications in the digital age. It discusses how communications have evolved with new digital tools, focusing on appropriate etiquette and best practices when using tools like email, social media, texting etc. for work purposes. The lesson emphasizes being prepared, purposeful, professional and polite in all digital communications to make a positive impression and represent one's employer well. It also cautions that digital communications are never truly private and can be seen by others now or in the future.

1. Part Two of Three Digital
Learning Resources for
Tech-Savvy Young Adults
in the Workplace

2. An online educational resource for youth entering
the workforce, initiated and funded by:
Developed by:
miranda-miller.com

3. Digital Natives at Work
Young adults have grown up
with technology. They are
considered ‘digital natives.’
These three workshops explore
employers’ expectations
of the use of digital technology
and communications devices
in today’s workplace.
Employment in the Digital Age:
Session Two – The Business of Business Communications

4. Employment in the Digital Age Series
Session One:
Making Technology &
Devices Work at Work
Cell phones, laptops,
tablets and PCs are
commonplace in
modern work
environments. Are you
using them correctly?
Session Two:
The Business of Business
Communications
Learn how to use email,
chat applications, online
discussion groups and even
social networks like
Facebook for business
communications.
Session Three:
Your Personal &
Professional Brand
Privacy, identity and
integrity are critical to
your success in
technology charged
workplaces.
Employment in the Digital Age:
Session Two – The Business of Business Communications

5. Discuss
When you see Discuss tabs in this course…
Stop!
Learners working in groups should take this opportunity
to have a conversation about the topic at hand and follow
instructions to complete the task.
Individual learners can explore the topic on their own
using the resources provided.
Employment in the Digital Age:
Session Two – The Business of Business Communications

6. Employment in the Digital Age:
Session Two – The Business of Business Communications

7. Business communications are evolving rapidly –
we are more connected now than at any other point in history.
Employment in the Digital Age:
Session Two – The Business of Business Communications

8. We recognize telephone calls, emails and letters as business communications…
Employment in the Digital Age:
Session Two – The Business of Business Communications

9. … but now Tweets, Facebook posts and messages, LinkedIn status updates,
Tumblrs and more can be business communications, too.
Employment in the Digital Age:
Session Two – The Business of Business Communications

10. In the modern workplace, you might use internal or external social media
networks to communicate with your colleagues and industry peers.
Employment in the Digital Age:
Session Two – The Business of Business Communications

11. Just a few years ago, using a social network from your work computer
was forbidden by most employers.
Employment in the Digital Age:
Session Two – The Business of Business Communications

12. Now, an entire industry of enterprise-level social networks
has grown out of the need for employees to communicate online.
Employment in the Digital Age:
Session Two – The Business of Business Communications

13. Your employer may expect that you know how to use these networks –
or can at least learn them quickly.
Employment in the Digital Age:
Session Two – The Business of Business Communications

14. You may switch between a variety of
communications channels throughout your workday.
Employment in the Digital Age:
Session Two – The Business of Business Communications

15. Employers are realizing that social media isn’t necessarily a bad thing…
it can offer huge benefits for the business.
Employment in the Digital Age:
Session Two – The Business of Business Communications

16. • Improved employee engagement
• More productive teams
• A connected organization
• Stronger customer loyalty.
(Microsoft)
Benefits of enterprise
social use include:
Employment in the Digital Age:
Session Two – The Business of Business Communications

17. Each social network is unique, but most have common features.
In the example above, you’ll notice the Yammer user homepage
has some features that may remind you of Facebook.
Employment in the Digital Age:
Session Two – The Business of Business Communications

18. Social media in the workplace might be used to post messages to or
collaborate with an entire team…
Employment in the Digital Age:
Session Two – The Business of Business Communications

19. Or to communicate only with specific co-workers…
Employment in the Digital Age:
Session Two – The Business of Business Communications

20. Or to organize and search for files and more,
as shown in these examples from the Tibbr network.
Employment in the Digital Age:
Session Two – The Business of Business Communications

21. In today’s workplace, you might also be responsible for blogging or other
published communications – all representing your company.
Employment in the Digital Age:
Session Two – The Business of Business Communications

22. The content you post on social networks like Facebook, Twitter and LinkedIn
reflect on the company and your professional reputation, as well.
Employment in the Digital Age:
Session Two – The Business of Business Communications

23. Are you making the right impression?
Employment in the Digital Age:
Session Two – The Business of Business Communications

24. Discuss
Make a list of the
social networks you
use to communicate
with friends, family
and coworkers.
Discuss which networks you use and what you like or dislike about each one,
either with your peers or in writing on your own.
Employment in the Digital Age:
Session Two – The Business of Business Communications

25. Employment in the Digital Age:
Session Two – The Business of Business Communications

26. It’s important to have good etiquette at work in general –
but especially in your written communications.
Employment in the Digital Age:
Session Two – The Business of Business Communications

27. Whatever digital tools you use in the workplace,
your business communications must be:
• Prepared
• Purposeful
• Professional
• Polite
Employment in the Digital Age:
Session Two – The Business of Business Communications

28. Being Prepared
Ask yourself:
• Am I sharing all of the necessary information?
• Am I ready to answer questions about this topic?
• Is this the person (or are these the people) I should
be communicating with on this topic?
• Am I confusing the issue with more information than
is necessary?
Employment in the Digital Age:
Session Two – The Business of Business Communications

29. Communicating with Purpose
Ask yourself:
• What is my desired outcome?
• What action do I want this person to take?
• Have I communicated this clearly?
Employment in the Digital Age:
Session Two – The Business of Business Communications

30. Communicating Professionally
Ask yourself:
• Have I used good spelling and grammar?
• Is the tone of my message appropriate for work?
• Is my language appropriate for the workplace?
• Is there any room for misunderstanding my intent and
how can I fix that before sending?
Employment in the Digital Age:
Session Two – The Business of Business Communications

31. Being Polite
Ask yourself:
• Have I used an appropriate salutation and closing?
• How do I want the reader to feel after this encounter?
• Does my communication address what the other
person needs to know?
• Am I using my best manners?
Employment in the Digital Age:
Session Two – The Business of Business Communications

32. Always review your writing carefully before sending.
Employment in the Digital Age:
Session Two – The Business of Business Communications

33. Crafting Great Emails & Messages
Even with all of the new media tools we have access to,
email remains a popular way to communicate at work.
Employment in the Digital Age:
Session Two – The Business of Business Communications

34. You might also use Facebook, Twitter, texting or other methods to send
messages that are relevant to your work.
Employment in the Digital Age:
Session Two – The Business of Business Communications

35. Use CLEAR Writing
A system for more effective business communications:
Connected – to current projects and workload.
List next steps.
Expectations – set them!
Ability – explain how things will get done.
Return – answer “What’s in it for me?” for the recipient.
- From Bill Jensen, author of The Simplicity Survival Handbook
Employment in the Digital Age:
Session Two – The Business of Business Communications

36. Use appropriate greetings and closings, regardless of the forum.
Employment in the Digital Age:
Session Two – The Business of Business Communications

37. Cut out unnecessary language.
Employment in the Digital Age:
Session Two – The Business of Business Communications

38. Don’t be a jerk – keep it professional, even if you’re upset.
Employment in the Digital Age:
Session Two – The Business of Business Communications

39. Take the time for a sober second thought before sending.
Employment in the Digital Age:
Session Two – The Business of Business Communications

40. Ask a co-worker or supervisor for a second opinion if you
aren’t sure how your message will be received.
Employment in the Digital Age:
Session Two – The Business of Business Communications

41. If you feel someone is being heavy-handed or emotional with you in a
business communication, check back with them (preferably in person).
Employment in the Digital Age:
Session Two – The Business of Business Communications

42. Don’t respond in anger – especially if you may have misunderstood.
Employment in the Digital Age:
Session Two – The Business of Business Communications

43. Discuss
Do you practice good etiquette in your communications?
Make a list of the steps you take today to be polite and efficient in your text
messages, Facebook messages, emails, etc. – and ways you can improve.
Employment in the Digital Age:
Session Two – The Business of Business Communications

44. Employment in the Digital Age:
Session Two – The Business of Business Communications

45. This is how we used to dispose of business communications.
Employment in the Digital Age:
Session Two – The Business of Business Communications

46. Now, nothing ever really goes away.
Employment in the Digital Age:
Session Two – The Business of Business Communications

47. Don’t expect personal privacy on company networks…
Employment in the Digital Age:
Session Two – The Business of Business Communications

48. And remember that your web browsing history is available
to your company’s IT department.
Employment in the Digital Age:
Session Two – The Business of Business Communications

49. Anything you send using email can be resurfaced…
even if you think it’s been deleted.
Employment in the Digital Age:
Session Two – The Business of Business Communications

50. Nothing published on the Internet ever really goes away, either.
Employment in the Digital Age:
Session Two – The Business of Business Communications

51. Especially not on social networks. Your profile on each network contains a file
that can be shared with lawyers or police when subpoenaed.
Employment in the Digital Age:
Session Two – The Business of Business Communications

52. Always keep in mind that the person on the other end of a tweet, Facebook
post, blog or other online message is a person just like you.
Employment in the Digital Age:
Session Two – The Business of Business Communications

53. Even when you think your comments are anonymous, you may be identified –
and they never really go away.
Employment in the Digital Age:
Session Two – The Business of Business Communications

54. Hurtful, cruel comments affect real people.
Is that how you want people (like employers!) to remember you?
Employment in the Digital Age:
Session Two – The Business of Business Communications
Caitlin Seida woke up one day to
realize her photo had been posted to
a site with the sole purpose of
allowing people to mock the
appearance of others.
Thousands of people left cruel
comments – until she started
contacting them. Many didn’t realize
they could be identified through
posts to a public page.
- Salon

55. Don’t be afraid… be aware.
Remember this rule of thumb:
If you wouldn’t say it in court, don’t say it on Facebook!
(Or in an email, or via text message, or in a memo…)
Employment in the Digital Age:
Session Two – The Business of Business Communications

56. Social Media & You (& Your Job)
Employment in the Digital Age:
Session Two – The Business of Business Communications

57. Should I display the company name on my social profile
and how does that reflect on my employer?
Employment in the Digital Age:
Session Two – The Business of Business Communications

58. Will I be embarrassed if someone shares this with my employer or coworkers?
Employment in the Digital Age:
Session Two – The Business of Business Communications

59. Will this post or message reflect positively or negatively on my employer?
(Even if it’s not about work, people may assume you represent the company.)
Employment in the Digital Age:
Session Two – The Business of Business Communications

60. Does this say what I meant to say or could it be misinterpreted?
Employment in the Digital Age:
Session Two – The Business of Business Communications

61. Discuss
Go to one of your
social profiles and
review the last dozen
posts or so.
Is your social media activity appropriate for a workplace setting? Would you
be embarrassed if your coworkers read your Facebook page?
Discuss with your group or, if working individually, write a short note about it.
Employment in the Digital Age:
Session Two – The Business of Business Communications

62. Employment in the Digital Age:
Session Two – The Business of Business Communications

63. You Only Live Once!
Employment in the Digital Age:
Session Two – The Business of Business Communications

64. Make the right impression at work.
Employment in the Digital Age:
Session Two – The Business of Business Communications

65. Obviously, this won’t go over well in the workplace.
Employment in the Digital Age:
Session Two – The Business of Business Communications

66. Neither will this.
Employment in the Digital Age:
Session Two – The Business of Business Communications

67. Using text-speak in conversation
has become the norm:
• 71% of youth use text-speak when
texting on phones.
• 64% use it when typing messages
online.
• 14% use text-speak while speaking
out loud!
- Kaplan International Colleges
Employment in the Digital Age:
Session Two – The Business of Business Communications

68. Two out of three teachers
reported in a recent study
that they regularly find
text-speak in pupils’
homework.
(Mencap)
Employment in the Digital Age:
Session Two – The Business of Business Communications

69. 89% of parents and
teachers in the study said
the growing prevalence of
text-speak is creating a
language barrier between
themselves and youth.
(Mencap)
Employment in the Digital Age:
Session Two – The Business of Business Communications

70. Text-speak in the workplace can cause confusion and misunderstandings.
Employment in the Digital Age:
Session Two – The Business of Business Communications

71. For example:
HT or H/T
= Hat Tip
It’s a way to give
credit to a person
for their idea or
quote. But it also
means…
Heard through.
Employment in the Digital Age:
Session Two – The Business of Business Communications

72. AYC = Aren’t You Clever.
But it also means… Aren’t You Cheeky.
Employment in the Digital Age:
Session Two – The Business of Business Communications

73. ATM = At the moment.
but it also means…
Automated Teller
Machine.
Employment in the Digital Age:
Session Two – The Business of Business Communications

74. …and it means other things that are not appropriate for the workplace.
When in doubt, check the term out.
Employment in the Digital Age:
Session Two – The Business of Business Communications

75. Some acronyms are
acceptable in online
conversation…
(Too Long; Didn’t Read)
Employment in the Digital Age:
Session Two – The Business of Business Communications

76. …but are not
appropriate to use with
coworkers.
Image
Employment in the Digital Age:
Session Two – The Business of Business Communications

77. There are some acronyms you’ll want to know,
like this one: NSFW.
Employment in the Digital Age:
Session Two – The Business of Business Communications

78. These acronyms are commonly used in business and in
professional communications.
Employment in the Digital Age:
Session Two – The Business of Business Communications

79. Common Business Acronyms
As Soon As Possible
Career Limiting Move
Due Diligence
Don’t Read If Busy
No Reply Necessary
Request For Discussion
To Be Advised
To Whom It May Concern
Thanks In Advance
Way To Go
You’re Welcome
From NetLingo – Top 50 Business Text Terms
Employment in the Digital Age:
Session Two – The Business of Business Communications

80. So when is it okay to use acronyms or text lingo in
business communications - and which ones?
Employment in the Digital Age:
Session Two – The Business of Business Communications

81. Ask your employer.
Employment in the Digital Age:
Session Two – The Business of Business Communications

82. Make sure you understand their communication
policy and what is expected of you!
Employment in the Digital Age:
Session Two – The Business of Business Communications

83. socialmedia.policytool.net
Try this tool to see what goes into a social media policy.
Employment in the Digital Age:
Session Two – The Business of Business Communications

84. It guides people through a wizard and creates
a policy for their unique needs.
Employment in the Digital Age:
Session Two – The Business of Business Communications

85. Social media policies let employees know how they can
and can’t use social media in the workplace.
Employment in the Digital Age:
Session Two – The Business of Business Communications

86. It’s your responsibility to know and follow the rules!
Employment in the Digital Age:
Session Two – The Business of Business Communications

87. Sometimes the rules don’t seem to make sense.
This young man was fired for licking taco shells.
Employment in the Digital Age:
Session Two – The Business of Business Communications

88. That’s gross, right? He should have been fired! Except
the picture everyone went wild over was actually from a
company-run photo contest.
Employment in the Digital Age:
Session Two – The Business of Business Communications

89. The problem was that it was never approved for social
sharing. It was for internal use only.
Employment in the Digital Age:
Session Two – The Business of Business Communications

90. It reflected poorly on the company as a whole
when shared out of context across social media.
People were horrified.
Employment in the Digital Age:
Session Two – The Business of Business Communications

91. Give the policy tool a try now if you haven’t –
see what considerations businesses face when deciding
how social media is used in the workplace!
socialmedia.policytool.net
Employment in the Digital Age:
Session Two – The Business of Business Communications

92. Discuss
What have you
learned about how
your social activity
can reflect on your
employer?
Discuss with your group or write a short essay on what you’ve learned about
how your social media presence can affect your work and your employer.
Employment in the Digital Age:
Session Two – The Business of Business Communications

93. Employment in the Digital Age:
Session Two – The Business of Business Communications

94. True or False:
Attitudes toward social media use in the
workplace are changing.
Employment in the Digital Age:
Session Two – The Business of Business Communications

95. TRUE.
Many employers actually
encourage social media use
in the workplace – as long
as it’s used properly and
benefits the company.
Employment in the Digital Age:
Session Two – The Business of Business Communications

96. Social Business Communications:
Can you remember the examples of enterprise
social media platforms used by companies for
internal social communications?
List as many as you can remember.
Employment in the Digital Age:
Session Two – The Business of Business Communications

97. These are all examples of social media networks for businesses.
See if you can find any more on the Internet!
Employment in the Digital Age:
Session Two – The Business of Business Communications

98. Fill in the Blank:
Whether you use email, a social network, a
handwritten note or a memo, your business
communications must always be ___________.
Do you remember the 4 Ps? Write them down.
Employment in the Digital Age:
Session Two – The Business of Business Communications

99. Whatever digital tools you use in the workplace,
your business communications must be:
• Prepared
• Purposeful
• Professional
• Polite
Employment in the Digital Age:
Session Two – The Business of Business Communications

100. Choose the Right Answer:
Which acronym can help you remember the rules
for writing better business emails?
a) EMAIL
b) DATA
c) CLEAR
d) GOOD
e) None of the above
Employment in the Digital Age:
Session Two – The Business of Business Communications

101. ANSWER: Use CLEAR Writing
Connected – to current projects and workload.
List next steps.
Expectations – set them!
Ability – explain how things will get done.
Return – answer “What’s in it for me?” for the
recipient.
- From Bill Jensen, author of The Simplicity Survival Handbook
Employment in the Digital Age:
Session Two – The Business of Business Communications

102. True or False:
If you post something embarrassing or
inappropriate online or in an email, you should
delete it right away so no one will notice.
Employment in the Digital Age:
Session Two – The Business of Business Communications

103. TRUE… Sort of.
Nothing on the Internet or in
email ever really goes away.
Data on your social profiles, in emails on the company
server and through private companies like Gmail,
and on your work and personal computers
can always be recovered.
Think carefully and reread everything before sending.
Employment in the Digital Age:
Session Two – The Business of Business Communications

104. Resources
Check out these resources to learn more about business
communications in our digital world:
• Email Etiquette Recommendations for Today’s Business Student – Sam
Houston State University
• Communication World – The International Association of Business
Communicators’ monthly magazine
• Can We Talk? Four Tips for Delivering Bad News – HRVoice
• Beyond the Selfie: There are some social media skills Millennials don’t
have – Financial Post
• 3 Ways Millennials Can Master Job Interviews - Forbes
Employment in the Digital Age:
Session Two – The Business of Business Communications

105. Image Credits
Slide 7,
DollarPhotoClub
Slide 10,
Salesforce
Slide 17, About Yammer
Slides 18-20,
Tibbr
Slide 24,
DollarPhotoClub
Slide 26,
DollarPhotoClub
Slide 58,
DollarPhotoClub
Slide 54,
Twitter
Slide 60,
DollarPhotoClub
Slide 61,
DollarPhotoClub
Slide 72,
DollarPhotoClub
Slide 54, Facebook
(with permission)
Slide 80,
DollarPhotoClub
Slide 81,
DollarPhotoClub
Slide 82,
DollarPhotoClub
Employment in the Digital Age:
Session Two – The Business of Business Communications

106. An online educational resource for youth entering
the workforce, initiated and funded by:
Developed by:
miranda-miller.com