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MCOM 2 All right are reserved with CU-IDOL PROFESSIONAL BUSINESS PROFESSIONAL BUSINESS COMMUNICATION-I COMMUNICATION-I Course Code: M Com Semester: First Book ID: SLM Unit 3 - 4 Unit: 3-4 www.cuidol.in Unit-1(MCM-603)

PROFESSIONAL BUSINESS COMMUNICATION-I OBJECTIVES INTRODUCTION 33 Know the layout of a letter Business organizations communicate externally for several purposes with several agencies or stakeholder groups Understand the tips for writing memos Purchasing goods involves gathering Describe the way of writing emails information about the vendors and the terms of sale, screening the vendor list, selecting the right vendor and placing an order.. State the different forms of social media Technology has become part of our life. For business managers, the uses of technology in day-to-day communication are very immense www.cuidol.in Unit-1(MCMQ-61031) INASlTl ITriUgThEt OarFeDrIeSsTeArNvCeEd AwNitDh OCNUL-IIDNOE LLEARNING

Topics to be Covered 4 ❑ Letter Writing PROFESSIONAL BUSINESS ❑Memo Writing COMMUNICATION-I ❑Minutes of Meeting ❑Email ❑Mobile Messaging ❑Teleconferences ❑Social Media www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Definition of “Letter” 5 “A written or printed communication directed to a person or organization.” Letters may be created and sent as: ❑E-mail or electronic transmissions ❑Hand-delivered transmissions ❑Regular mail transmissions www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Letter Writing Format 6 ➢ Structure of Letter Unit-1(MCM-603) All right are reserved with CU-IDOL Essential parts Heading Date line Inside address Greeting or Salutation Body Complementary Signature: ➢ Auxiliary parts Personal line File reference Attention line Subject: Reference section Post-script: www.cuidol.in

Business letter 7 ➢ It is a letter written in formal language, used when writing from one business organization to another, or for correspondence between such organizations and their customers, clients and other external parties. ➢ They are used for different purposes; like placing orders, making inquiries’, making credit request, requesting claims and adjustment, to apologize for a wrong or simply to convey goodwill. etc. ➢ Even today, they are very useful because it produces a permanent record, they are confidential, formal and delivers persuasive, well-considered messages. ➢ Style of letter depends on the relationship between the parties concerned. www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Business letters are created to: 8 ➢ Persuade or inform readers (Ex: a letter from a candidate requesting your vote) ➢ Analyze a concept or situation (Ex: a letter from the human resources manager explaining the new payroll deposit system to company employees) ➢ Propose a solution (a letter offering a plan to reduce or prevent school violence) ➢ Correct some perceived error or miscommunication. (Ex: a letter to a creditor about a billing error you have noticed) www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Types of Business Letters 9 Business organizations use letters to carry out operations in different functional areas. • Direct request: They provide information and then politely make a request in clear words •Informative: Usually readers have a neutral attitude towards informative letters, so the most important aspect of this letter is to capture their attention. •Persuasive: They not only to inform but also try to change the mind of the reader, who may initially resist your request •Good news: They are informative with an impressive account of the benefits. •Negative message: They communicate the negative message. They adopt a gradual movement from the positives to negatives www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Memorandum 10 A memorandum, more commonly known as a memo, is a short message or record used for internal communication in a business. Memos can be used to quickly communicate with a wide audience, such as procedural changes, price increases, policy additions, meeting schedules, reminders for teams, or summaries of agreement terms www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Format Memo 11 All memos are structured similarly. They have the following elements: ➢ An addressee: Top left, in capital letters, near the top of the page ➢ The sender: in capital letters, immediately below the addressee ➢ Date: in capital letter immediately below the sender’s name ➢ Subject: immediately below the date, very brief www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Advantages of Memo 12 Memo form of communication has many advantages. ❖ Brevity: It is the communication without frills. It carries simple, short and precise messages. ❖ Convenient: The simple format permits to write or print message easily. ❖ Economical: It saves time and cost. With minimum stationery and time, it can be prepared. ❖ Record: It can be stored for future references www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Meeting’s Agenda 13 ➢ Concept of Agenda An agenda is essentially a plan for your meeting. The word agenda is the plural for of the Latin word agendum, which literally means \"something to be done.\" ➢ Benefits of Agenda An agenda is a form of courtesy. It allows meetings to have a logical flow. It informs the chairperson and participants of the refined purpose of the meeting. ➢ Before Writing an Agenda Planning to develop a solid agenda before each meeting helps you organize the information you need to cover, remember special materials you might need to bring, www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Tips to Write Agenda 14 ➢ Title: Your title should tell the reader that they are reading an agenda. It should also introduce the topic of the meeting. ➢ Greetings: Set aside time at the meeting for greetings and welcomes. This part of the meeting gives people a chance to say hello. ➢ Phrase your agenda items as questions: When you just put a few words on the agenda, it will be less clear. A question helps provide context, and it gives them a chance to think about it ahead of time ➢ Give estimated times: Beside each agenda topic, mention the time allotted. It can help people prepare. ➢ Mention the names of lead persons: Establish who will lead each section on the agenda. ➢ Leave an opening for other business: Place this at the end. It just gives you a chance to ask others if anything else needs to be addressed at the meeting. ➢ Add the meeting details: Include the time, date, and location of the meeting. ➢ Proof read and review: It is wise to proofread it for errors and completeness before giving it out. www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Minutes Of meeting 15 ➢ Meeting minutes, or mom (for minutes of meeting) can be defined as the written record of everything that's happened during a meeting. ➢ They're used to inform people who didn't attend the meeting about what happened, or to keep track of what was decided during the meeting so that you can revisit it and use it to inform future decisions. www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Types of Minutes 16 ➢ Minutes of resolution means the written statement of the decisions that have been taken and approved by the participating members of the meeting. Only the main conclusions which are reached at the meeting are recorded in minutes of resolution. ➢ Minutes of narration-Narrative minutes are a form of minutes taken during a business meeting that records the discussions that take place in detail. They can also serve as a legal document. The minutes also attach names to motions and provide context and background information to discussions that might not have appeared during the meeting. www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Sample of Minutes of meeting 17 www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

What should be included in 18 meeting minutes? ➢ Date and time of the meeting ➢ Names of the meeting participants and those unable to attend (e.g., “regrets”) ➢ Acceptance or corrections/amendments to previous meeting minutes ➢ Decisions made about each agenda item, for example: • Actions taken or agreed to be taken • Next steps • Voting outcomes – e.g., (if necessary, details regarding who made motions; who seconded and approved or via show of hands, etc.) • Motions taken or rejected • Items to be held over • New business • Next meeting date and time www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Difference Between Agenda & 19 Minutes www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

E-mail 20 The benefits of email:- ➢Variety of messages: The message may take different forms - short notes, greetings or large texts. They can be enriched or appended with graphics, photographic images, videoor audio clips. ➢ Convenient: Messages can be sent to any one at any time. The receiver need not be present at the other end. Writing E-mail: The email-writing format is the same for all kinds of communication. www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Writing E-mail: 21 The email-writing format is the same for all kinds of communication. www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Mobile Messaging 22 Simply a smart phone is combination of phone, camera and laptop. The smart phones enable the users to: ➢ Phone: To make and receive calls. ➢ Contacts: Store contact information. ➢ Messages: Send and receive text and multimedia messages(SMS and MMS). ➢ Camera: Take pictures and videos. ➢ Gallery: To store pictures and images. ➢ Notes: Keep track of appointments and important dates. ➢ Planner: Make to-do lists. ➢ Internet: Send and receive e-mail, search the Web, use different types of applications. ➢ Music: Store and listen songs. ➢ Computer applications: Use Ms Word, Excel, PowerPoint etc. www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Multi-Media Messaging (MMS) 23 The advantages of MMS can be enumerated as follows. ➢ Enriched medium: SMS only supports text, whereas MMS supports images, videos and audio in your message. Also it allows you to embed more styles and format your text. ➢ Higher level of personalisation: MMS messages can be personalised like the SMS. It can be exclusively circulated among a group of persons. A family group, for example, may share the messages and photos. ➢ No length constraint: There is a character limit for MMS. It allows significantly longer messages between phones. www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Teleconferences 24 ➢ A teleconference is a telephone meeting among two or more participants involving technology more sophisticated than a simple two-way phone connection. ➢ It is a generic term for linking people between two or more locations by electronics. www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Uses of Social Media for Businesses 25 ➢ Social media marketing: Social media is the ideal platform that can be used by all businesses to reach out to their target audience for marketing, advertising, selling, public relations, publicity, direct marketing and sales promotion ➢ Building online branding: Brand can be developed by incorporating the name, logo, colour schemes and tagline in the company website or blog prominently. ➢ Building Relationships: Social media is the quick and cost-effective method for building customer relationships. ➢ Creating word-of-mouth through Networking: Social media is synonymous term for Word-of-Mouth ➢ Managing reputation online: Companies can make use of social media for promoting positive reputation. ➢ Building Community around the company/product: A community is basically a closelyknit group of people who form around a common interest. www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Effectiveness of social media 26 There are two types of social media measurement as given here. 1. Ongoing analytics tracks activity over time. It provides a longitudinal measure of the overall pulse of general conversation about your brand and company. You can just let it run and check in regularly to see how everything is going on. 2. Campaign-focused metrics begin monitoring when the campaign begins and ends along with the campaign. It helps you understand the impact of targeted marketing initiatives. An effective social media measurement program will include both types www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Summary ❖Business Letter- is a letter which is used by organizations to communicate in a professional way with 27 customers, other companies, clients, shareholders, investors, etc. ❖Memorandum- A memorandum, more commonly known as a memo, is a short message or record used for internal communication in a business. ❖Minutes of Meeting- Meeting minutes can be defined as the written record of everything that's happened during a meeting. ❖Email -Email is a system of sending written messages electronically from one computer to another. ❖Mobile Messaging-is using the mobile phones to communicate through messages and multimedia services. ❖Teleconference-A teleconference is a telephone meeting among two or more participants involving technology more sophisticated than a simple two-way phone connection ❖Social Media- Social media refers to websites and applications that are designed to allow people to share content quickly, efficiently, and in real-time www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

FAQ Q1). List the various types of Business letters? 28 Ans: Sales letter –Persuasive, Enquiries - Direct request, Quotations – Informative, Order (Placement/Cancellation) – Informative, Acknowledgement etc. (refer page no. 63 in SLM) Q2. Write the Structure of letters. Ans: The structure of a business letter consists of (i) Essential parts (Heading, Date line, Inside address, Greeting or salutation, Body, Complimentary close and Signature.(refer page no. 58 in SLM) Q3.Enmuerate the technology based Communication ? Ans:Email -Email is a system of sending written messages electronically from one computer to another. Mobile Messaging-is using the mobile phones to communicate through messages and multimedia services. Teleconference-A teleconference is a telephone meeting among two or more participants involving technology more sophisticated than a simple two-way phone connection Social Media- Social media refers to websites and applications that are designed to allow people to share content quickly, efficiently, and in real-time (refer SLM PAGE NO 102-105) www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Key Words/Abbreviations 29 ➢ Business letter: A business letter is usually a letter from one company to another, or between such organizations and their customers, clients and other external parties to serve a business purpose. ➢ Cover letter: A cover letter is a document sent with the resume to provide additional information on skills and experience of the applicant. ➢ Enquiry letter: A formal letter written buy a potential buyer to a supplier with a request to provide information about products and services he can supply. ➢ E-mail: It is a system of electronic correspondence by which users send and receive messages at any time and from any place in the world. ➢ Short Message Services (SMS): It is the facility to send and receive the text messages to and from mobile telephone. ➢ Multi-media Messaging (MMS): It is an enhanced version of SMS. The most common use involves sending photographs from camera-equipped handsets. www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

Multiple Choice Type Questions 30 1. The format appropriate for a letter of quotation is (a) Persuasive (b) Good news (c) Informative (d) Direct request 2. Memos written by lower ranking workers to their top administrators tend to be ----in language (a) Formal (b) Informal (c) Casual (d) Submissive www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

3. When you do not want the recipients to know who else received a copy of your email message. 31 (a) Use blind copy (BCC) (b) Courtesy copy (CC) (c) String message (d) None of the above 4 For sending messages with photographs the appropriate vehicle is (a) SMS (b) MMS (c) Email (d) Facebook messenger www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

References Text Books 32 1. Krishnamacharyulu, C.S.G. and Lalitha Ramakrishnan (2014), Business Communication:Text, Cases and Laboratory Manual, 2/e, New Delhi: Himalaya Publishing House. 2. Thill, John V. and Bovee, Courtland L (2013), Excellence in Business communication, 10/e, New Jersey: Pearson Education. 3. Guffey, M. E. and Loewy, D (2016), Essentials of Business Communication, 10/e, United States: Cengage Learning Reference Books 1. Thill, John V. & Bovee, Courtland L (2013), Excellence in Business communication,New Jersey: Pearson Education. 2. Quintanilla, Kelly M &Wahl. Shawn T (2011), Business and Professional Communication, 1st Edition, New York: Sage Publications. 6. Laudon, K.C.& Traver, C.G. (2017), E-Commerce: Business, Technology, Society, 12/e, England: Pearson Education. 7. Scott Klososky (2011), Manager’s Guide to Social Media, New York: The McGraw Hill Companies. www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL

33 THANK YOU For queries Email: [email protected] www.cuidol.in Unit-1(MCM-603) All right are reserved with CU-IDOL