{"id":159,"date":"2023-09-19T17:33:08","date_gmt":"2023-09-19T17:33:08","guid":{"rendered":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/chapter\/internal-business-communication\/"},"modified":"2024-07-23T18:08:15","modified_gmt":"2024-07-23T18:08:15","slug":"internal-business-communication","status":"publish","type":"chapter","link":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/chapter\/internal-business-communication\/","title":{"raw":"Learn It 3.2.1 Internal Written Communication","rendered":"Learn It 3.2.1 Internal Written Communication"},"content":{"raw":"<section class=\"textbox learningGoals\">\r\n<ul>\r\n\t<li>Explain what typical emails inside an organization look like and their key features<\/li>\r\n\t<li>Describe the main features of memos<\/li>\r\n<\/ul>\r\n<\/section>\r\n<h2>Internal Written Communication<\/h2>\r\n<p>You probably learned about table manners, thank-you notes, and other forms of etiquette when you were younger. Many people believe that the way you conduct yourself says a lot about who you are, and by extension, the organization that you represent or work for. Although many companies have a casual dress code, don\u2019t be quick to assume that protocol and established practices aren\u2019t important. It's a mistake to misinterpret a lack of formality as a lack of [pb_glossary id=\"2069\"]professionalism[\/pb_glossary].<\/p>\r\n<p>Email has become the most accepted method of communication in most businesses, whereas text messages, instant messages, and messages through social networks can also be commonplace depending on the company. Since the use of these channels varies by company and even by department, it is crucial to be aware of\u00a0etiquette when using any of these methods of communication.<\/p>\r\n<h3>Method of Communication<\/h3>\r\n<p>One way to practice etiquette when communicating in a business setting is to take time to choose your method of communication carefully. Letters, memos, proposals, and other written communication are considered formal, whether they are sent on paper or transmitted via email. However, text messages, instant messages, and social media messages are more informal methods of communication and are best used to communicate less formal information. Text and instant messages should never be used to communicate company policies, proposals, pricing, or other information that is an important part of conducting business with customers.<\/p>\r\n<section class=\"textbox proTip\">\r\n<div>\r\n<h3>Office Email DOs<\/h3>\r\n<ul>\r\n\t<li>Do use an email subject line that clearly tells the recipient about the content of the email. For example, a title like \"New Promotional Materials\" might be too vague if you have several promotions running at the same time, instead try \"Spring 2018 Housewares Promotion.\"<\/li>\r\n\t<li>Do create a short, concise message that uses proper grammar and spelling\u2014use spell-check to be sure all words are spelled correctly. Use uppercase and lowercase letters as grammar dictates.<\/li>\r\n\t<li>Do proofread carefully. Look for missing words or extra negatives (such as not), which make your meaning the opposite of what you intend.<\/li>\r\n\t<li>Do use email, text messages, and instant messages according to your company\u2019s practices. Use with your customers only when you need to communicate factual information such as to confirm the meeting date, time, and location.<\/li>\r\n\t<li>Do use social networking sites to join the conversation and add value\u2014you can build your personal brand by creating a blog or joining a professional conversation on social networking sites such as [pb_glossary id=\"2071\"]X[\/pb_glossary] or [pb_glossary id=\"2072\"]LinkedIn[\/pb_glossary].<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/section>\r\n<section class=\"textbox proTip\">\r\n<div>\r\n<h3>Office Email DON'Ts<\/h3>\r\n<ul>\r\n\t<li style=\"font-weight: 400;\">Don\u2019t use all capital letters in an email. It will appear that you are shouting or angry.<\/li>\r\n\t<li style=\"font-weight: 400;\">Don\u2019t use \u201cReply to All\u201d unless it\u2019s absolutely necessary that all the recipients see your response. Be selective to avoid mailbox overload. Use your best judgment about whom to [pb_glossary id=\"2074\"]CC[\/pb_glossary].<\/li>\r\n\t<li style=\"font-weight: 400;\">Don\u2019t\u00a0send an email, text message, or instant message when you are angry or in an extreme emotional state. Take the time to think about what you send because you can\u2019t take it back after it\u2019s sent.<\/li>\r\n\t<li style=\"font-weight: 400;\">Don\u2019t use abbreviations like \u201cur\u201d or \u201c2b.\u201d This is usually not appropriate language for business communication. It's easy to forget to adjust our language for professional purposes since we use electronic communication methods with friends and acquaintances.<\/li>\r\n\t<li style=\"font-weight: 400;\">Don\u2019t\u00a0use company email, text message, or instant message accounts to send personal correspondence. All communication that takes place on company hardware and servers is property of the company.<\/li>\r\n\t<li style=\"font-weight: 400;\">Don\u2019t use text messages, instant messages, or social media to communicate information such as pricing, proposals, reports, service agreements, and other company information that should be sent using a more formal method.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/section>\r\n<h3>Permanence of Written Communications<\/h3>\r\n<p>It\u2019s also worth noting that in all these methods, your communication is permanent. Businesses have internal policies about how they maintain records, including electronic communications, so always take the time you need to write a complete and accurate message using the tone and style preferred by your organization.\u00a0<\/p>\r\n<p>In addition, once a message is sent, whether it's an email, a report, a social media post, or any digital correspondence, it can live indefinitely and be shared and forwarded beyond the sender's control. Your written messages can have a lasting impact on your professional reputation and relationships.<\/p>\r\n<section class=\"textbox example\">\r\n<h3>Mass Layoffs by Email[footnote]Rella, Emily. \u201c\u2018Inappropriate and Insensitive\u2019: Tech CEO Apologizes After Being Slammed For \u2018Tone Deaf\u2019 Layoff Email Quoting Dr. Martin Luther King Jr.\u201d Entrepreneur, January 30, 2023. https:\/\/www.entrepreneur.com\/business-news\/tech-ceo-apologizes-after-tone-deaf-layoff-email-quoting\/443925?utm_source=pocket_reader[\/footnote]<\/h3>\r\n<p>According to business consultant Alison Green, the best practice when layoffs are necessary is to \"do it with a real conversation, not an email.\"[footnote]Green, Alison. \u201cMy Company Says It\u2019s \u2018Best Practice\u2019 to Do Layoffs over Email.\u201d Ask a Manager, July 5, 2023. https:\/\/www.askamanager.org\/2023\/07\/my-company-says-its-best-practice-to-do-layoffs-over-email.html[\/footnote] However, at very large companies that decide to implement a mass layoff of many employees, individual meetings with all affected employees may not be possible. Instead, employees may receive an email the day before announcing that the layoff will happen and that those affected will receive an email at a pre-determined time. Since many people check their email infrequently, the notice ahead of time lets employees know they should check their inbox.<\/p>\r\n<p>If you are a manager and have to write a layoff email, don't do what [pb_glossary id=\"2119\"]PagerDuty[\/pb_glossary] CEO Jennifer Tejada did. In her <a href=\"https:\/\/www.pagerduty.com\/blog\/letter-to-employees\/\">email to employees<\/a>, the news about laying off 7% of the workforce is only mentioned for the first time after five paragraphs of text. Immediately after discussing the layoff, she announced the promotion of a senior executive. As she wound down the message, she also included a quote from Dr. Martin Luther King, Jr.:<\/p>\r\n<blockquote>\r\n<p>[T]he ultimate measure of a [leader] is not where [they] stand in the moments of comfort and convenience, but where [they] stand in times of challenge and controversy.[footnote]PagerDuty. \u201cLetter to Employees.\u201d PagerDuty, January 23, 2023. https:\/\/www.pagerduty.com\/blog\/letter-to-employees\/[\/footnote]<\/p>\r\n<\/blockquote>\r\n<p>The email was immediately forwarded. Criticism on social media called out the email's insensitivity, liberal use of doublespeak, and the inappropriate use of the late civil rights activist's words. Three days later, Tejada released a written apology which admitted the email was \"inappropriate and insensitive\" and that she should have been \"more upfront about the layoffs in the email, more thoughtful about my tone, and more concise.\"[footnote]Id.[\/footnote]<\/p>\r\n<\/section>\r\n<section class=\"textbox tryIt\">[ohm2_question height=\"500\"]14694[\/ohm2_question]<\/section>","rendered":"<section class=\"textbox learningGoals\">\n<ul>\n<li>Explain what typical emails inside an organization look like and their key features<\/li>\n<li>Describe the main features of memos<\/li>\n<\/ul>\n<\/section>\n<h2>Internal Written Communication<\/h2>\n<p>You probably learned about table manners, thank-you notes, and other forms of etiquette when you were younger. Many people believe that the way you conduct yourself says a lot about who you are, and by extension, the organization that you represent or work for. Although many companies have a casual dress code, don\u2019t be quick to assume that protocol and established practices aren\u2019t important. It&#8217;s a mistake to misinterpret a lack of formality as a lack of <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_159_2069\">professionalism<\/a>.<\/p>\n<p>Email has become the most accepted method of communication in most businesses, whereas text messages, instant messages, and messages through social networks can also be commonplace depending on the company. Since the use of these channels varies by company and even by department, it is crucial to be aware of\u00a0etiquette when using any of these methods of communication.<\/p>\n<h3>Method of Communication<\/h3>\n<p>One way to practice etiquette when communicating in a business setting is to take time to choose your method of communication carefully. Letters, memos, proposals, and other written communication are considered formal, whether they are sent on paper or transmitted via email. However, text messages, instant messages, and social media messages are more informal methods of communication and are best used to communicate less formal information. Text and instant messages should never be used to communicate company policies, proposals, pricing, or other information that is an important part of conducting business with customers.<\/p>\n<section class=\"textbox proTip\">\n<div>\n<h3>Office Email DOs<\/h3>\n<ul>\n<li>Do use an email subject line that clearly tells the recipient about the content of the email. For example, a title like &#8220;New Promotional Materials&#8221; might be too vague if you have several promotions running at the same time, instead try &#8220;Spring 2018 Housewares Promotion.&#8221;<\/li>\n<li>Do create a short, concise message that uses proper grammar and spelling\u2014use spell-check to be sure all words are spelled correctly. Use uppercase and lowercase letters as grammar dictates.<\/li>\n<li>Do proofread carefully. Look for missing words or extra negatives (such as not), which make your meaning the opposite of what you intend.<\/li>\n<li>Do use email, text messages, and instant messages according to your company\u2019s practices. Use with your customers only when you need to communicate factual information such as to confirm the meeting date, time, and location.<\/li>\n<li>Do use social networking sites to join the conversation and add value\u2014you can build your personal brand by creating a blog or joining a professional conversation on social networking sites such as <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_159_2071\">X<\/a> or <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_159_2072\">LinkedIn<\/a>.<\/li>\n<\/ul>\n<\/div>\n<\/section>\n<section class=\"textbox proTip\">\n<div>\n<h3>Office Email DON&#8217;Ts<\/h3>\n<ul>\n<li style=\"font-weight: 400;\">Don\u2019t use all capital letters in an email. It will appear that you are shouting or angry.<\/li>\n<li style=\"font-weight: 400;\">Don\u2019t use \u201cReply to All\u201d unless it\u2019s absolutely necessary that all the recipients see your response. Be selective to avoid mailbox overload. Use your best judgment about whom to <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_159_2074\">CC<\/a>.<\/li>\n<li style=\"font-weight: 400;\">Don\u2019t\u00a0send an email, text message, or instant message when you are angry or in an extreme emotional state. Take the time to think about what you send because you can\u2019t take it back after it\u2019s sent.<\/li>\n<li style=\"font-weight: 400;\">Don\u2019t use abbreviations like \u201cur\u201d or \u201c2b.\u201d This is usually not appropriate language for business communication. It&#8217;s easy to forget to adjust our language for professional purposes since we use electronic communication methods with friends and acquaintances.<\/li>\n<li style=\"font-weight: 400;\">Don\u2019t\u00a0use company email, text message, or instant message accounts to send personal correspondence. All communication that takes place on company hardware and servers is property of the company.<\/li>\n<li style=\"font-weight: 400;\">Don\u2019t use text messages, instant messages, or social media to communicate information such as pricing, proposals, reports, service agreements, and other company information that should be sent using a more formal method.<\/li>\n<\/ul>\n<\/div>\n<\/section>\n<h3>Permanence of Written Communications<\/h3>\n<p>It\u2019s also worth noting that in all these methods, your communication is permanent. Businesses have internal policies about how they maintain records, including electronic communications, so always take the time you need to write a complete and accurate message using the tone and style preferred by your organization.\u00a0<\/p>\n<p>In addition, once a message is sent, whether it&#8217;s an email, a report, a social media post, or any digital correspondence, it can live indefinitely and be shared and forwarded beyond the sender&#8217;s control. Your written messages can have a lasting impact on your professional reputation and relationships.<\/p>\n<section class=\"textbox example\">\n<h3>Mass Layoffs by Email<a class=\"footnote\" title=\"Rella, Emily. \u201c\u2018Inappropriate and Insensitive\u2019: Tech CEO Apologizes After Being Slammed For \u2018Tone Deaf\u2019 Layoff Email Quoting Dr. Martin Luther King Jr.\u201d Entrepreneur, January 30, 2023. https:\/\/www.entrepreneur.com\/business-news\/tech-ceo-apologizes-after-tone-deaf-layoff-email-quoting\/443925?utm_source=pocket_reader\" id=\"return-footnote-159-1\" href=\"#footnote-159-1\" aria-label=\"Footnote 1\"><sup class=\"footnote\">[1]<\/sup><\/a><\/h3>\n<p>According to business consultant Alison Green, the best practice when layoffs are necessary is to &#8220;do it with a real conversation, not an email.&#8221;<a class=\"footnote\" title=\"Green, Alison. \u201cMy Company Says It\u2019s \u2018Best Practice\u2019 to Do Layoffs over Email.\u201d Ask a Manager, July 5, 2023. https:\/\/www.askamanager.org\/2023\/07\/my-company-says-its-best-practice-to-do-layoffs-over-email.html\" id=\"return-footnote-159-2\" href=\"#footnote-159-2\" aria-label=\"Footnote 2\"><sup class=\"footnote\">[2]<\/sup><\/a> However, at very large companies that decide to implement a mass layoff of many employees, individual meetings with all affected employees may not be possible. Instead, employees may receive an email the day before announcing that the layoff will happen and that those affected will receive an email at a pre-determined time. Since many people check their email infrequently, the notice ahead of time lets employees know they should check their inbox.<\/p>\n<p>If you are a manager and have to write a layoff email, don&#8217;t do what <a class=\"glossary-term\" aria-haspopup=\"dialog\" aria-describedby=\"definition\" href=\"#term_159_2119\">PagerDuty<\/a> CEO Jennifer Tejada did. In her <a href=\"https:\/\/www.pagerduty.com\/blog\/letter-to-employees\/\">email to employees<\/a>, the news about laying off 7% of the workforce is only mentioned for the first time after five paragraphs of text. Immediately after discussing the layoff, she announced the promotion of a senior executive. As she wound down the message, she also included a quote from Dr. Martin Luther King, Jr.:<\/p>\n<blockquote>\n<p>[T]he ultimate measure of a [leader] is not where [they] stand in the moments of comfort and convenience, but where [they] stand in times of challenge and controversy.<a class=\"footnote\" title=\"PagerDuty. \u201cLetter to Employees.\u201d PagerDuty, January 23, 2023. https:\/\/www.pagerduty.com\/blog\/letter-to-employees\/\" id=\"return-footnote-159-3\" href=\"#footnote-159-3\" aria-label=\"Footnote 3\"><sup class=\"footnote\">[3]<\/sup><\/a><\/p>\n<\/blockquote>\n<p>The email was immediately forwarded. Criticism on social media called out the email&#8217;s insensitivity, liberal use of doublespeak, and the inappropriate use of the late civil rights activist&#8217;s words. Three days later, Tejada released a written apology which admitted the email was &#8220;inappropriate and insensitive&#8221; and that she should have been &#8220;more upfront about the layoffs in the email, more thoughtful about my tone, and more concise.&#8221;<a class=\"footnote\" title=\"Id.\" id=\"return-footnote-159-4\" href=\"#footnote-159-4\" aria-label=\"Footnote 4\"><sup class=\"footnote\">[4]<\/sup><\/a><\/p>\n<\/section>\n<section class=\"textbox tryIt\"><iframe loading=\"lazy\" id=\"ohm14694\" class=\"resizable\" src=\"https:\/\/ohm.one.lumenlearning.com\/multiembedq.php?id=14694&theme=lumen&iframe_resize_id=ohm14694&source=tnh&show_question_numbers\" width=\"100%\" height=\"500\"><\/iframe><\/section>\n<hr class=\"before-footnotes clear\" \/><div class=\"footnotes\"><ol><li id=\"footnote-159-1\">Rella, Emily. \u201c\u2018Inappropriate and Insensitive\u2019: Tech CEO Apologizes After Being Slammed For \u2018Tone Deaf\u2019 Layoff Email Quoting Dr. Martin Luther King Jr.\u201d Entrepreneur, January 30, 2023. https:\/\/www.entrepreneur.com\/business-news\/tech-ceo-apologizes-after-tone-deaf-layoff-email-quoting\/443925?utm_source=pocket_reader <a href=\"#return-footnote-159-1\" class=\"return-footnote\" aria-label=\"Return to footnote 1\">&crarr;<\/a><\/li><li id=\"footnote-159-2\">Green, Alison. \u201cMy Company Says It\u2019s \u2018Best Practice\u2019 to Do Layoffs over Email.\u201d Ask a Manager, July 5, 2023. https:\/\/www.askamanager.org\/2023\/07\/my-company-says-its-best-practice-to-do-layoffs-over-email.html <a href=\"#return-footnote-159-2\" class=\"return-footnote\" aria-label=\"Return to footnote 2\">&crarr;<\/a><\/li><li id=\"footnote-159-3\">PagerDuty. \u201cLetter to Employees.\u201d PagerDuty, January 23, 2023. https:\/\/www.pagerduty.com\/blog\/letter-to-employees\/ <a href=\"#return-footnote-159-3\" class=\"return-footnote\" aria-label=\"Return to footnote 3\">&crarr;<\/a><\/li><li id=\"footnote-159-4\">Id. <a href=\"#return-footnote-159-4\" class=\"return-footnote\" aria-label=\"Return to footnote 4\">&crarr;<\/a><\/li><\/ol><\/div><div class=\"glossary\"><span class=\"screen-reader-text\" id=\"definition\">definition<\/span><template id=\"term_159_2069\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_159_2069\"><div tabindex=\"-1\"><p>Professionalism embodies the combination of skills, behavior, and attitudes that are expected in a professional setting, demonstrating competence, ethical behavior, reliability, and respect towards others. What is expected will vary based on context and the organization's culture.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_159_2071\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_159_2071\"><div tabindex=\"-1\"><p>X is the social media platform formerly known as Twitter.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_159_2072\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_159_2072\"><div tabindex=\"-1\"><p>LinkedIn is a professional networking platform that allows individuals and companies to connect, share, and discover job opportunities, industry news, and professional content, enhancing career development and business networking.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_159_2074\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_159_2074\"><div tabindex=\"-1\"><p>In the context of email, \"CC\" stands for \"Carbon Copy,\" a feature used to send a copy of an email to additional recipients beyond the primary recipient, making them aware of the correspondence without being the main focus of the message.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><template id=\"term_159_2119\"><div class=\"glossary__definition\" role=\"dialog\" data-id=\"term_159_2119\"><div tabindex=\"-1\"><p>PagerDuty is a cloud computing company that specializes in software that helps businesses quickly fix problems with their websites, apps, or other digital services.<\/p>\n<\/div><button><span aria-hidden=\"true\">&times;<\/span><span class=\"screen-reader-text\">Close definition<\/span><\/button><\/div><\/template><\/div>","protected":false},"author":9,"menu_order":8,"template":"","meta":{"_candela_citation":"[{\"type\":\"original\",\"description\":\"Internal Business Communication\",\"author\":\"Robert Danielson\",\"organization\":\"Lumen Learning\",\"url\":\"\",\"project\":\"\",\"license\":\"cc-by\",\"license_terms\":\"\"}]","pb_show_title":"on","pb_short_title":"","pb_subtitle":"","pb_authors":[],"pb_section_license":""},"chapter-type":[],"contributor":[],"license":[],"part":147,"module-header":"learn_it","content_attributions":[{"type":"original","description":"Internal Business Communication","author":"Robert Danielson","organization":"Lumen Learning","url":"","project":"","license":"cc-by","license_terms":""}],"internal_book_links":[],"video_content":null,"cc_video_embed_content":{"cc_scripts":"","media_targets":[]},"try_it_collection":null,"_links":{"self":[{"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/pressbooks\/v2\/chapters\/159"}],"collection":[{"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/wp\/v2\/users\/9"}],"version-history":[{"count":20,"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/pressbooks\/v2\/chapters\/159\/revisions"}],"predecessor-version":[{"id":3544,"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/pressbooks\/v2\/chapters\/159\/revisions\/3544"}],"part":[{"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/pressbooks\/v2\/parts\/147"}],"metadata":[{"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/pressbooks\/v2\/chapters\/159\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/wp\/v2\/media?parent=159"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/pressbooks\/v2\/chapter-type?post=159"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/wp\/v2\/contributor?post=159"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/content.one.lumenlearning.com\/businesscommunication\/wp-json\/wp\/v2\/license?post=159"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}