Professional Electronic Communication
Objectives
• Evaluate the appropriate uses and implications of casual versus professional language
• Evaluate the implications of language used in a public forum
What’s in it for me?
Electronic communication is increasingly becoming the way we do business and communicate with our friends via SNS and e-mail. Because we can’t hear the words in an electronic communication, we can’t transmit nuances that can clarify intent. That missing element allows for greater misinterpretation when messages are sent without careful regard.
What About the Widgets?
Section I: The Scenario
What a piece of junk! Your product is completely worthless! You’re so incompetent, I’ll bet you can’t even read this message, much less manufacture a widget that actually works. I demand my money back plus 10% for the pain and suffering your worthless widget has caused me.
If I don’t hear from you immediately, the next message you get will be from my attorney!
Aiden Grey
Imagine that you own and operate an online company that sells widgets. You receive the following e-mail:
Tip!
Try to separate what the writer wants from the way he’s expressing himself. Also consider what you need to find out from this writer.
Section II: Letter to Customer
Directions: As owner of the online company, analyze the customer’s message and write an appropriate response on a separate sheet of paper or in your eNotes. Your goal is to make your customer happy and feel like he is treated fairly and with respect.
