Study Guide: Crafting Messages for Electronic Media

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7: Crafting Messages for Electronic Media
Blog: an easily updatable online journal; short for weblog. •Instant messaging (IM): communication system in which users’ messages appear on each other’s screens instantly, without the need to be opened individually, as with email. •User-generated content (UGC) sites: Websites on which users rather than website owners contribute most or all of the content. •Goodwill: the positive feeling that encourages people to maintain a business relationship. •Email hygiene: refers to all the efforts that companies are making to keep email clean and safe – from spam blocking and virus protection to content filtering. 8: Writing Routine and Positive Messages

Adjustment: the settlement of a claim.
Claim: a formal complaint made in response to dissatisfaction over a product or service. •A message of appreciation may become an important part of someone’s personnel file. When you write a message of appreciation, try to specifically mention the person or people you want to praise. •Well-written condolences and expressions of sympathy can mean a great deal to people who’ve experienced loss. Open a condolence message with a brief statement of sympathy. In the body, mention the good qualities or the positive contributions made by the deceased. In closing, offer your condolences and your best wishes. 9: Writing Negative Messages

Buffer: a neutral, noncontroversial statement that establishes common ground with the reader in an indirect negative message. •Crisis management plan: plan that defines operational procedures to deal with a crisis, including communication tasks and responsibilities. •Performance review: employee evaluation procedure giving feedback on performance and guidance for future efforts. •Whistleblowing: efforts by employees to report concerns about unethical or illegal behavior. 10: Writing Persuasive Messages

AIDA model: message sequence that involves attention, interest, desire, and action. •...
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