7.5 Electronic Communication

When

Digital communication happens every day, multiple times a day, in the workplace and in your personal life. Your workplace will have digital communication policies, and unwritten socially constructed norms define appropriate use of digital communication. Your workplace and personal digital communication will most certainly cross paths. Digital citizenship is an important concept and can be defined as the appropriate use of the internet, computers, and any other digital devices. Knowing and using digital communication ethics and etiquette is part of professionalism in the workplace.

What

This section will explore three strategies for effective digital communication and citizenship. The first is netiquette, the second is email etiquette, and the third is digital footprint management.

Why

What you say, whether in person, on the phone, or online, can define what people think about you. When you have a job, what you say represents you and your employer. Relationships can either build or tear down you and the company you work for. One bad situation or comment can instantly change what someone thinks about you. If they do not have a good relationship with you, that may make them wonder what it will be like working with your employer or your co-workers (Department of Communication, ISU, 2016a).

How you say things also matters. Some studies suggest that today’s college graduates are less literate than they were a decade ago thanks to the rise of textspeak (communicating in brief text messages, at irregular intervals, using abbreviations such as lol and ttyl, and emojis) and the formatting limitations of many social media sites (Appignani et al., n.d.; Graff, 2017; Mallows & Lister, 2016). For people born before the 1990s, standard education included rigorous schooling on grammar and spelling. Once spellcheck became popular, the emphasis on language rules lessened. By the mid-1990s, as students everywhere began carrying computers with them to class, research shows a decrease in spelling and grammar skills. Many, but not all, people consider spelling and grammar trivial factors in their ability to communicate (Perry et al., 2018). Unfortunately, this view is not shared by everyone.

Moreover, Thurlow (2017) points out that although younger employees might not realize it, co-workers consider proper spelling to be a primary factor in message clarity, even when they can understand the intended meaning. More importantly, older workers are equally inclined to consider literacy skills to be a critical reflection of overall job competence, meaning that use of textspeak in a formal work environment could possibly lead to job termination (Thurlow, 2017).  Most alarmingly, research also shows that in the healthcare field, people have died as a result of workers misunderstanding one another because of their use of textspeak on the job (Head et al., 2011).

Humans seek interaction personally and professionally, and this has led to new ways to interact; however, caution is warranted when engaging in social media online. Many employers use social media as another way to review your qualifications, determine your level of professionalism, and evaluate how well you will represent their company and brand (Department of Communication, ISU, 2016a).

According to Jobvite (2021), 71% of employers agree that reviewing social media profiles is an effective way to screen applicants, 55% of hiring managers have found social media content that caused them not to hire an applicant, 78% of recruiters recommend using social media cautiously even after being hired, and 21% of hiring managers say they are unlikely to consider an applicant who has no social media presence.

According to the Department of Communication at Indiana State University (2016a), it is imperative that you remain cautious about what you post or share on  your social media accounts. Even if you have protected your privacy settings and are managing your online identity, it is easy to forget that people may connect through you to your friends or family who have public pages or follow posts you are tagged in. You need to be in control of your self-promotion and personal branding online. It is important to monitor what you post, what you repost, and how you respond to posts.

Never talk badly about your place of employment online. If you have a bad day or have a disagreement with your boss or co-workers, do not lash out online; anyone can see your post, and this could easily cost you your job or a future one. Employers do not want to hire an employee who will talk negatively about their company online versus addressing a grievance through proper channels such as the human resources department.

When using social media, remember a few simple cautions:

1. Not everything is as it appears. Individuals may not be who they represent themselves to be.
2. The words you write and the images you send, regardless of how much you trust the recipient, may become public and can remain online forever.
3. Always consider what you access and what you post, as well as how it represents you and your employer, even if you think others cannot know where you work or who you are.
4. Be aware that internet service providers (ISPs) are required by law to archive information concerning the use and traffic of information, and this information can become available under subpoena.

(Department of Communication, ISU, 2016a)

How

Three strategies for effective digital communication and citizenship include netiquette, email etiquette, and digital footprint management.

Strategy 1: Netiquette

Netiquette refers to etiquette—the protocols and norms for communication—on the internet. The following facts and tips will help you with the concept of netiquette:

• When digital communication tools are used in the workplace, they need to convey professionalism and respect.
• Whatever digital device you use, written communication in the form of brief messages—texting—is common and useful for short exchanges and is a convenient way to stay connected with others when talking on the phone would be cumbersome.
• Texting is not useful for long or complicated messages, and careful consideration should be given to the audience.
• If you are unsure whether texting is appropriate, enquire in an email or phone call and use the method of contact provided or preferred.
• Electronic mail, usually called email, has largely replaced print. Email can be very useful for messages that have slightly more content than a text message, but it is still best used for fairly brief messages.
• Emails may be informal in personal contexts, but business communication requires attention to detail, an awareness that your email reflects you and your company, and a professional tone so that it may be forwarded to a third party, if needed.
• Know your recipient; although “? % dsct” may be an understandable way to ask a close associate what the proper discount is to offer a certain customer, if you are sending a text to your boss, it might be wiser to write, “What % discount does the customer get on a $1K order?”
• Let others set the tone. If you are unsure of the level of professionalism, adapt according to the tone they set.
• Anticipate unintentional misinterpretation. Texting often uses symbols and codes to represent thoughts, ideas, and emotions. Given the complexity of communication and the useful but limited tool of texting, be aware of its limitations and do your best to prevent misinterpretation with brief messages.
• Contacting someone too frequently can border on harassment. Texting is a tool. Use it when appropriate, but don’t abuse it.
• Unplug yourself once in a while. Do you feel constantly connected? Do you feel lost or “out of it” if you don’t have your cellphone and can’t connect to people, even for 15 minutes? Sometimes being unavailable for a time can be healthy—do everything in moderation, including texting.
• Don’t text and drive. Research shows that the likelihood of an accident increases dramatically if the driver is texting behind the wheel. Being in an accident while conducting company business would reflect poorly on your judgement as well as on your employer.

Strategy 2: Email Etiquette

The following tips will help you with email-specific etiquette in a professional setting:

• Proper salutations should demonstrate respect and help avoid mix-ups in case a message is accidentally sent to the wrong recipient. For example, use a salutation like “Dear Ms. X”  when communicating with someone outside the company (external) or “Hi Barry” with a co-worker you know well (internal).
• Subject lines should be clear, brief, and specific. This helps the recipient understand the essence of the message. For example, “Proposal attached” or “Your question of July 10, 2023.”
• Close with a signature. Identify yourself by creating a signature block that contains your name and business contact information.
• Avoid using all caps. Capital letters are used on the internet to communicate emphatic emotion or shouting and are considered rude.
• Avoid abbreviations. An email is not a text message, and your audience may not find your wit cause to ROTFLOL (roll on the floor laughing out loud).
• Make proper use of acronyms. You may understand that COO stands for Chief Operating Officer, but it may mean other things to different people.
• Be brief. Omit unnecessary words.
• Use a clear format. Include line breaks between sentences or divide your message into brief paragraphs for ease of reading. A good email should get to the point and conclude in three or fewer small paragraphs .
• Reread, revise, and review. Catch and correct spelling and grammar mistakes before you press Send. It will take more time and effort to undo the problems caused by a hasty, poorly written email than to get it right the first time.
• Know the difference between CC and BCC. CC stands for “carbon copy”; it will send an original copy of the email to all parties addressed and CC’d. Use this when you want someone to know that a conversation has occurred without them needing to add input. BCC stands for “blind carbon copy” and will send a copy of the email but conceal the names of the people being messaged. You might use this when you are working with a group and need to send an email to the group members as well as your instructor or boss without the group members knowing. This allows your professor or boss to be aware of the conversation between you and the rest of the group without the group members knowing that your professor or boss is being messaged about the conversation. At work, this can be used when communicating with a customer directly while informing your superior without the customer being aware.
• Email the recipient ahead of time if you are going to attach large files (audio and visual files are often quite large) to ensure that you don’t exceed the recipient’s mailbox limit or trigger the spam filter. It also lets the other person know that the files are coming in case they get lost in transit.
• Test links. If you include a link, test it to make sure it works.
• Give feedback or follow up on your emails. If you don’t get a response in 24 hours, email or call the recipient. Spam filters may have intercepted your message, so your recipient may never have received it.
• Reply promptly. Beware of making an emotional response—never reply in anger—but make a habit of replying to all emails within 24 hours, even if only to say that you will provide the requested information at a later date.
• Use “Reply All” sparingly. Do not send your reply to everyone who received the initial email unless your message absolutely needs to be read by the entire group.

Let’s look at two examples of a workplace email. The first example is an email template. The second example is a letter written for a specific situation and audience.

Email Template

Letter Example

Strategy 3: Managing Your Digital Footprint

In this day and age, it is difficult not to have created your own digital footprint. We have social media accounts, are linked to websites we visit, or appear in an organization’s posted data. As we are about to learn, future employers are likely interested in what they find out about us through our digital footprint. It is important to supervise your digital footprint to manage the impression it makes, and this strategy reviews key ways to do so.

Ultimately, when creating and maintaining your professional identity, you must be clear and consistent in your communication to establish and demonstrate a strong work ethic and make sure that you present yourself in a positive way. Being consistent demonstrates accountability and dependability, letting people know what they can expect from you and that they can count on you (Department of Communication, ISU, 2016a).

The quality of potential employees’ online presence has become a key factor for many hiring managers. Make sure your digital footprint is an asset and not a liability by following the steps in Table 7.7 to analyze and improve it.

Table 7.7. Steps to Managing Your Digital Footprint

(Dixon et al., 2022)

Facts to consider when managing your digital footprint:

1. According to the recruiters surveyed in the 2021 Recruiter Nation Report (Jobvite, 2021), the biggest social media turnoffs are the following:
   • Spelling and grammar errors – 45%
   • Marijuana references – 40%
   • Alcohol consumption references – 39%
   • Political posts – 30%
   • Showing skin – 24%
2. Listed here from highest to lowest are the platforms and the percentage of recruiters who use the platform for recruiting (Jobvite, 2021):
   • Facebook – 68%
   • LinkedIn – 65%
   • Twitter – 48%
   • Instagram – 46%
   • YouTube – 35%
   • TikTok – 16%
3. The functional equivalent of your internet resumé, a LinkedIn profile will be one of the first stops for a hiring manager looking to see how you present yourself. A carefully crafted LinkedIn profile gives you a strong professional presence online. Make your profile work for you by using the following steps:
   • Create an all-star profile (Lainez, 2020)
   • Avoid the ten worst LinkedIn profile mistakes (Petherick, 2022)
   • Publish regularly on LinkedIn (here’s a student example.) (Kemsley, 2016)
   • Network it up (How to Network on LinkedIn)! (LinkedIn, 2013)
   • Make connecting easy (How To Create a LinkedIn Badge) (Tillman, 2018)

    

References

Appignani, T., DeBord, S., Gomez, R., Hassell, M., Michura, C., Niedermyer, A., Pett, R. C., Usera, D., Varner, T. L., & Zhong, L. (n.d.). Unit 13 Module 2: Masspersonal communication in practice. In Communicating to connect: Interpersonal communication for today. Department of Communication Studies at ACC. https://sites.google.com/austincc.edu/interpersonaloer/unit-13-new-media-and-interpersonal-communication/module-2-masspersonal-communication-in-practice, licensed under CC BY-NC-SA 4.0

Department of Communication, Indiana State University (ISU). (2016a). 7.3: Competencies. In Introduction to public communication. Indiana State University Press. http://kell.indstate.edu/public-comm-intro/chapter/7-3-competencies/

Department of Communication, Indiana State University (ISU). (2016b). Appendix 3: Tips for effective business texting and emails. In Introduction to public communication. Indiana State University Press. http://kell.indstate.edu/public-comm-intro/back-matter/appendix-3-tips-for-effective-business-texting-and-emails/

Dixon, L., Sandholtz, K., & Smith, S. (2022). Brand. In Management communication. Marriott School of Business, Brigham Young University. https://mcom320.net/mcom-BRAND.html, licensed under CC BY-SA 4.0

Graff, H. J. (2017). Literacy myths, legacies, and lessons: New studies on literacy. Routledge.

Head, J. R., Helton, W. S., Neumann, E., Russell, P. N., & Shears, C. (2011). Text-speak processing. Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 55(1), 470-474. https://doi.org/10.1177/1071181311551097

Jobvite. (2021). 2021 recruiter nation report. https://web.jobvite.com/rs/328-BQS-080/images/2022-12-2021RecruiterNationReport.pdf

Kemsley, B. (2016, September 12). Why eLearning works. LinkedIn. https://www.linkedin.com/pulse/why-elearning-works-bill-kemsley/

Lainez, A. (2020, June 15). How to achieve all-star status on LinkedIn. LinkedIn. https://www.linkedin.com/pulse/how-achieve-all-star-status-linkedin-anda-lainez/

LinkedIn. (2013). How to network on LinkedIn. https://content.linkedin.com/content/dam/me/linkedinforgood/en-us/resources/youth/HANDOUT—How-to-Network-for-Students.pdf

Mallows, D., & Litster, J. (2016). Literacy as supply and demand. Zeitschrift für Weiterbildungsforschung-Report, 39(2), 171–182. https://doi.org/10.1007/s40955-016-0061-1

Petherick, D. (2022, February 20). Ten worst LinkedIn profile mistakes — 2022 interactive update. LinkedIn. https://www.linkedin.com/pulse/ten-worst-linkedin-profile-mistakes-2022-interactive-petherick-/?trk=pulse-article_more-articles_related-content-card

Perry, K. H., Shaw, D. M., Ivanyuk, L., & Tham, Y. S. S. (2018). The “Ofcourseness” of functional literacy: Ideologies in adult literacy. Journal of Literacy Research, 50(1), 74–96. https://doi.org/10.1177/1086296X17753262

Tillman, B. (2018, November 2). How to create a LinkedIn badge for your website. LinkedIn. https://www.linkedin.com/pulse/how-create-linkedin-badge-your-website-brynne-tillman/

Thurlow, C. (2017). Digital discourse: Locating language in new/social media. In J. Burgess, A. Marwick, & T. Poell (Eds.), The SAGE handbook of social media. Sage. https://doi.org/10.4135/9781473984066