Business Communication, Summaries of Communication

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Business Communication

Definition of Communication

❖ Pitter little defines in his book "Communication in Business" - Communication is the process by which information is transmitted between individuals and / or organization so that an understanding response results. ❖ According to W.H. Newman and CF Summer “Communication is an exchange of facts, ideas, opinions, or emotions by two or more persons”. ❖ Communication is the process by which a source sends a message to a receiver by means of a channel to produce a response (effect) , in accordance with the intention of the source (feedback). ❖ Process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior ⚫ Manager = 80% every working day in direct communication with others – 48 min/hour ⚫ Manager = 20% every work day in communication in the form of reading and writing - 12 min/hour Message Channel Receiver Effect Feedback Sender

Communication Process Model

(Why communication is called double way or two communications?) i)

ii)

iii)

Sender Channel Receiver

Input Message Output Idea Letter, Fax Idea Phone cell, Internet Online E-mail etc. Feed back Feedback So Souurrccee EnEnccooddiinngg (^) CChhaannnneell DeDeccooddiinngg (^) RReecceeiivveerr Noise Sender Encodes Message Channel Feedback Loop (Return message decoded) (Return message encoded)

Channel

Receiver

Decodes

Message

Main Components of Communications

Listening and Speaking

❖ Listening takes...

➢ hearing is only physical , listening is intellectual ➢ concentration and energy ➢ curiosity and open-mindedness ➢ analysis and understanding ❖ Speaking requires... ➢ sharp focus ➢ logical thinking ➢ clear phrasing ➢ crisp delivery ➢ If I am to speak ten minutes, I need a week for preparation; if fifteen minutes, three days; if half an hour, two days; if an hour, I am ready now. ~ Woodrow Wilson Listening ❖ One of the most important tools of manager communication – both to employees and to customers ❖ Listening = skill of receiving messages to accurately grasp facts and feelings to interpret the genuine meaning ❖ 75% of effective communication is listening – most people spend only 30-40% listening

Keys to Effective Listening

❖ Listen actively ❖ Find areas of interest ❖ Resist distractions ❖ Capitalize on the fact that thought is faster than speech ❖ Be responsive ❖ Judge content, not delivery ❖ Hold one’s fire ❖ Listen for ideas ❖ Work at listening ❖ Exercise

Behaviors that support effective listening

❖ Maintaining relaxed body posture ❖ Leaning slightly forward if sitting ❖ Facing person squarely at eye level ❖ Maintaining an open posture ❖ Maintaining appropriate distance

❖ Offering simple acknowledgments ❖ Reflecting meaning (paraphrase) ❖ Reflecting emotions ❖ Using eye contact ❖ Providing non-distracting environment Behaviors that hinder effective listening ❖ Acting distracted ❖ Telling your own story without acknowledging theirs first ❖ No response ❖ Invalidating response, put downs ❖ Interrupting ❖ Criticizing ❖ Judging ❖ Diagnosing ❖ Giving advice/solutions ❖ Changing the subject ❖ Reassuring without acknowledgment

Barriers to Listening

❖ Hearing what you want to hear called selective listening ❖ Thinking of what you are going to say next ❖ Distractions such as co-workers, noise, side conversations etc. ❖ Thinking about the previous customer call ❖ Worrying about the next customer call or work in general ❖ Stress ❖ Getting involved emotionally (instead of logically) ❖ Holding preconceived ideas about the caller’s inquiry ❖ Thinking about personal issues ❖ Making assumptions rather than asking questions

Communication Elements

1. Source and his/her characteristics ❖ Knowledge ❖ Attitude ❖ Communication skills ❖ Social-cultural system

Attributes that affect credibility

❖ Competence ❖ Trustworthiness ❖ Dynamism ❖ Identity with the receiver

2. Receiver ❖ Similar characteristics apply when receiver becomes the source during exchanged roles Two orientations that need to be understood: ❖ His/her psychology ❖ His/her socio-psychology

3. Message

Factors that determine the message:

❖ Code ❖ Content ❖ Treatment

Message style to be considered:

❖ One-sided vs Two-sided arguments ❖ Definite conclusion vs. Open conclusion ❖ Repetitive vs. “One-time” appeals

Message style to be considered:

❖ Emotional vs. Rational appeals ❖ Positive vs. Negative appeals ❖ Humorous vs. Serious appeals

4. Channel ❖ means by which the message travels between the source and the receiver; ❖ a mode of coding and decoding ❖ can be in the form of interpersonal or mass media

Criteria: Channel selection

❖ Availability ❖ Cost ❖ Users’ preference and receivers’ access ❖ Impact

Criteria: Channel selection

❖ Adaptability to the communication purpose ❖ Adaptability to the message content ❖ Type of recipient and their stage in the adoption process

Communication Methods

1. Individual ❖ Home visit ❖ Official calls ❖ Personal letters ❖ Technical manuals ❖ Tutorials ❖ Self-learning 2. Group ❖ Meetings ❖ Study tours ❖ Group discussions ❖ Drama groups ❖ Demonstrations ❖ Slides presentation 3. Mass ❖ Television ❖ Radio ❖ Cinema ❖ Newspapers ❖ Billboards ❖ Stamps and stickers

Communication Approaches

❖ Informing ❖ Educating ❖ Persuading ❖ Entertaining

Effective Communication

❖ Classification if Ideas ❖ Determination of objective and goal ❖ Preciseness ❖ Correctness ❖ Easy understanding or easy perceptible of presentation ❖ Medias choice ❖ Language control ❖ Feed back ❖ Clarity of the statement ❖ Inducement ❖ Completeness

Effective Modes of Communication

Visual communication Visual communication is communication through visual aid. It is the conveyance of ideas and information in forms that can be read or looked upon. Primarily associated with two dimensional images, it includes: signs, typography, drawing, graphic design, illustration, colour and electronic resources. It explores the idea that a visual message with text has a greater power to inform, educate or persuade a person. ❖ Major parts in human face to face communication which are body language, voice tonality, and words. ❖ According to the research: ➢ 55% of impact is determined by body language—postures, gestures, and eye contact, ➢ 38% by the tone of voice, and ➢ 7% by the content or the words used in

Advantages of Effective Communications

Effective

Communication

Improved stakeholder response Stronger decision making Steadier work flow Clearer promotional materials Enhanced professional image Quicker problem solving Stronger business relationships Increased productivity

Communication Channel Richness

(Advantages and Disadvantages of Slow and Speedy Communications) Communication Rights and Responsibilities RIGHTS a. You have the right to be treated with respect. b. You have the right to have and express your own opinions. c. You have the right to ask for what you need and want in order to be effective. d. You have the right to set reasonable limits.

RESPONSIBILITIES

1. You have the responsibility to treat others with respect.
2. You have the responsibility to listen to the opinions of others.
3. You have the responsibility to acknowledge and address the needs of others.
4. You have the responsibility to respect the limits and boundaries of others. Formal Channels of Communication

Different Types of Communications

Types Based on the Area of Communication ❖ Internal Communication ➢ Internal communications includes all communication within an organization. Communication may be oral or written, face to face or virtual, one-on-one or in groups. ❖ External Communication ➢ Govt. agencies and department ➢ Distributors, Retailers, individual customers etc. Types Based on Communication Channels ❖ Verbal Communication Verbal communication is written and oral communication. The oral communication refers to the spoken words in the communication process. It can either be face-to-face or a conversation over the phone or on the voice chats over the Internet. Written communication is also verbal communication which can be via snail mail, or email. ❖ Nonverbal Communication Non-verbal communication includes the overall body language of the person who is speaking, which will include the body posture, the hand gestures, and overall body movements. On the other hand gestures like a handshake, a smile or a hug can independently convey emotions. Non verbal communication can also be in the form of pictorial representations, signboards, or even photographs, sketches and paintings. Types Based on the Channel Richness Downward Communication Most familiar and obvious flow of formal communication ❖ Messages sent from top management down to subordinates... ➢ Implementation of goals and strategies ➢ Job instructions and rationale ➢ Procedures and practices ➢ Performance feedback ➢ Indoctrination Downward Communications Problem ❖ Drop Off ➢ Distortion ➢ Loss of message content ❖ Dealing with Drop Off ➢ Use right communication channel ➢ Consistency between verbal and nonverbal messages

➢ Active listening Upward Communication ❖ Messages transmitted from the lower to the higher levels in the organization’s hierarchy ➢ Problems and exceptions ➢ Suggestions for improvement ➢ Performance reports ➢ Grievances and disputes ➢ Financial and accounting information Upward Communication Problem ❖ Many organizations make a great effort to facilitate upward communication ❖ Despite these efforts, barriers to accurate upward communication exist ➢ Managers may resist hearing about employee problems ➢ Employees may not trust managers sufficiently to push information upward Horizontal Communications ❖ Lateral or diagonal exchange of messages among peers or coworkers ❖ Horizontal communications categories ➢ Intradepartmental problem solving ➢ Interdepartmental coordination ➢ Change initiatives and improvement Diagonal Communication ❖ According to Koonty and Weihrich Diagonal communication includes "Diagonal flow of information with persons at different levels who have direct reporting relationship. As for example, if there is any exchange" of information and data through communication between the manager production with related affairs with the Asstt. Manager. Sales, then it called Diagonal communication. ❖ In an emergency situation to maintain organizational / operational normalcy and speed this sort of communication is necessary. Team Communication Channels Special type of horizontal communication ❖ Team communication characteristics to consider ➢ The extent to which team communication is centralized ➢ The nature of the team’s task Team Communication Channels ❖ Organizational Implications ➢ With complex and difficult team activities, all members should share information in a decentralized structure – all information with all members

➢ With simple problems, centralized communication structure – communicating through one individual to solve problems or make decisions Personal Communication Channels Coexist with formal communication channels ❖ Exist outside formal authorized channels ❖ Do not adhere to organization’s hierarchy of authority ❖ Primary way information spreads and work gets accomplished Personal Communication Channels ❖ Three important types of channels ➢ Personal Networks ➢ Management By Wondering Around ➢ Grapevine Developing Personal Communication Networks ❖ Build it before you need it ❖ Never eat lunch alone ❖ Make it win-win ❖ Focus on diversity Two Grapevine Chains Open Communication ❖ Sharing all types of information throughout the company, across functional and hierarchical levels ❖ Recent trend - reflects manager’s increased emphasis on ➢ Empowering employees

➢ Building trust and commitment ➢ Enhancing collaboration Dialogue and Discussion: The Differences Crisis Communication ❖ Primary Skills ➢ Maintain your focus ➢ Be visible ➢ Get the awful truth out ➢ Communicate a vision for the future Feedback and Learning Managers use evaluation & communication to help individuals

❖ Feedback

➢ Enables managers to determine whether they have been successful in communicating with others ➢ Is often neglected ➢ Giving & receiving feedback is typically difficult – both for managers & employees

❖ Successful managers focus their feedback

➢ To help develop the capacities of subordinates ➢ To teach the organization how to better reach its goals

Barriers to Effective Communication

❖ Filtering ❖ Selective Perception Conversation Lack of understanding, disagreement, divergent points of view Dialogue (^) Discussion Result Result Reveal feelings Explore assumptions Suspend convictions Build common ground Long-term, innovative solutions Unified group Shared meaning Transformed mind-sets State positions Advocate convictions Convince others Build oppositions Short-term resolution Agreement by logic Opposition beaten down Mind-sets held onto

❖ Emotions ❖ Language ❖ Assumptions ❖ Fears ➢ Reluctance to confront ➢ Ridicule, rejection, fear of being wrong ❖ Authority relationships ❖ Unmanaged stress ❖ Corporate culture

Ways to Overcome Communication Barriers

Barriers How to Overcome Individual Interpersonal dynamics Active listening Channels and media Selection of appropriate channel Channels and media Knowledge of other’s perspective Inconsistent cues Management By Walking Around

Organizational Climate of Trust, dialogue

Status and power differences Development and use of formal channels Departmental needs and goals Changing organization or group structure to fit communication needs Communication network unsuited Encouragement of multiple channels, formal and informal Lack of formal channels

Business Communication

Persuasive Message In the 21st^ century, business depends more and more on persuasion and buy-in to get quality work done. You can command people to make widgets. You can’t command people to be creative. And even if you are making widgets, just going through the motions isn’t enough. You want people to make high-quality widgets while reducing scarp and other costs. Internal commitment is needed to make that happen. External motivation does not last. Some people will buy a certain brand of pizza if they have a “2 for the price of 1” coupon. But if the coupon expires, or if another company offers the same deal, customer may leave. In contrast, if customers like your pizza better-in other words if they are motivated internally ot choose it- then you may keep your customers even if another company comes in with a lower price. Persuasive message include ❖ Orders and requests; ❖ Proposals and recommendations; ❖ Sales and fund-raising letters; ❖ Job application letters;

❖ Reports, if they recommend action; ❖ Efforts to change people’s behavior; such as collection letters, criticism or performance appraisals where you want the subordinate to improve behavior, and public-service ads designed or reduce drunken driving, drug use, and so on. Purposes of persuasive messages Primary Purposes: ❖ To have the reader act. ❖ To provide enough information so that the reader knows exactacly what to do ❖ To overcome any objections that might prevent or delay action. Secondary Purposes ❖ To build a good image of the writer; ❖ To build a good image of the writers organization;

❖ To cement a good eliminate future correspondence on the same subject so the

message does not create more work for the writer.

What is the best persuasive strategy?

It depends on how much and what kinds of resistance you expect Use the direct request pattern when ❖ The audience will do as you ask without any resistance; ❖ You need a response only from the people who are willing to act; ❖ The audienc is busy and may not read all the messages received; ❖ Your organizations culture prefers direct requests. Use the problem-solving pattern when ❖ The audience is likely to object to doing as you ask; ❖ You need action from everyone; ❖ You trust the audience to read the entire message; ❖ You expect logic to be more important than emotion in the decision. What is the best subject line for a persuasive message? ❖ For direct request, the topic, or a question ❖ For problem-solving messages, use a directed subject lime or a reader benefit Writing Direct Requests

1. Consider asking immediately for the information or service you want
2. Give readers all the information and details they will need to act on your request
3. Ask for the action you want i) Do you want a check?

ii) A replacement? iii) A catalogue? iv) Answer your questions? If you need an answer by a certain time, say so. If possible, show the reader why the time limit is necessary Figure: How to Organize a Direct Request Request for Action Details Request for Action Organizing Problem-Solving Messages Use an indirect approach and the problem-solving pattern of organization when you expect resistance from your reader but can show that doing what you want will solve a problem you and your reader share. This pattern allows you to disarm opposition by showing all the reasons in favour of your position before you give your readers a chance to say no.

1. Describe the problem you both share (which request will solve);
2. Give the details of the problem;
3. Explain the solution to the problem
4. Show that any negative elements (cost, time, etc.) are outweighed by the advantages;
5. Summarize any additional benefits of the solution.
6. Ask for the action you want. Figure: How to Organize a Problem-Solving Persuasive Message Shared Problem Details Solution Negatives Reader Benefit Request for Action

Modes of Communications

1. Report

Definition of Report ❖ According to C.A. Brown, "A report is a communication from someone who has some information to someone who wants to use the information“

❖ A report carries information from someone who has it to someone who needs it. A report is a basic management tool used in decision making. Types of Report ❖ Oral Report: An oral report can be derived at any time. An oral report tends to be vague. It may be encumbered by the presence of irrelevant facts while some significant ones may have been overlooked. In a written report the writer tries to be accurate and precise. ❖ Written Report: But a written report is a permanent record. A written report can change hands without any danger of distortion during transmission. A written report can be referred to again as again. The reporter can not deny what he has reported once. ❖ Types On Forms of Report ➢ Informal Report: Person to person ➢ Formal Report: Prescribed form according to established procedure. ❖ Types On legality ➢ Statutory: According to procedure & law. ➢ Non-Statutory: To help management to formulate policies ❖ Types On Time Period ➢ Periodical Report: At regular intervals ➢ Special Report: Single occasion ❖ Types On Objectives of Report ➢ Informative: Pertinent to an issue or situation ➢ Interpretative or Investigative: Analyses, facts, draws conclusions, makes recommendation.

Characteristic of the Good Report

❖ A good report may be under below ➢ Precise and brief ➢ Accurate (factually and grammatically) ➢ Relevant ➢ Reader - Oriented ➢ Objective ➢ Clear ➢ Unambiguous and simple Branch Manager Report on general Inefficiency & Negligence of Duty ➢ Letter Head from the person the report is being submitted. ➢ Letter no. ➢ Date ➢ Person or authority to whom the report is being submitted ➢ Subject of the report ➢ Reference ➢ Introduction

Branch Manager Report on general Inefficiency & Negligence of Duty ❖ - Complaints ❖ - Investigations ◼ 1. ◼ 2. ◼ 3. ◼ 4. ❖ - Findings ( affect, result and consequences) ◼ 1. ◼ 2. ◼ 3. ◼ 4. ❖ - Recommendations : ◼ 1. ◼ 2. ◼ 3.

2. Circular Letter

Define Circular Letter ❖ Message which communicate a large number of his customers and suppliers - that circulate the same message. Written in an attractive style and appropriate tone, these letters prove quite effective. ❖ Care must be taken to make a circular letter interesting. The reader does not anticipate a circular letter and unless his attention is attracted and interest sustained, he is likely to discard it. These are of the “You" attitude, catchy words and sentences, and different types, colors, etc. are some ingredients of an effective circular letter. Objectives of Circular Letter There are four objectives of writing a circular letters: ❖ The obtain publicity for a cause, a companies or merchandise ❖ To make the reader interested in their contents ❖ To impress the reader with facts and information about the firm, its policy and events which may have necessitated the sending of the circular letter. ❖ To gain the confidence of the readers Contents of Circular Letter ❖ The name and address of the new Branch is of course, given in the letterhead. ❖ Tell something about the development of the business and its popularity elsewhere. ❖ Give the date of the opening of the new Branch. ❖ Describe the goods and service offered. ❖ Invite the customer to the store or offer your personal attention to him for proving your claims about goods and services.

❖ Sometimes the name, qualifications and experience of the manager of the new branch are also given.

3. Office Circular

Define Office Circular ❖ Circular for undesirable aspects late attendance early departure, poor customer’s service poor office security, austerity, cleanliness etc. ❖ Circular communicating instruction to minimize the use of office cars, equipments and others. ❖ Late report early departure. ❖ Attendance register not signed at the appropriate time, someone signs advance ❖ Absence from seat ❖ Office stationary for personal use. ❖ Office telephone is kept busy for personal call customers fail to contract, valuable man- hours are lost.

4. Agenda (meeting)

❖ An agenda is a list of meeting activities in the order in which they are to be taken up, by beginning with the call to order and ending with adjournment. It usually includes one or more specific items of business to be discussed. It may, but is not required to, include specific times for one or more activities. An agenda may also be called a docket. ❖ In business meetings of deliberative bodies, the agenda may also be known as the orders of the day. The agenda is usually distributed to a meeting's participants prior to the meeting, so that they will be aware of the subjects to be discussed, and are able to prepare for the meeting accordingly. Form of agenda ❖ The agenda is usually headed with the date, time and location of the meeting, followed by a series of points outlining the order of the meeting. ❖ Points on a typical agenda may include: ❖ Welcome/open meeting ❖ Apologies for absence ❖ Approve minutes of the previous meeting ❖ Matters arising from the previous meeting ❖ A list of specific points to be discussed — this section is where the bulk of the discussion as well as decisions in the meeting usually takes place ❖ Any other business (AOB) — allowing a participant to raise another point for discussion. ❖ Arrange/announce details of next meeting ❖ Close meeting

5. Minutes

❖ Minutes , also known as protocols, are the instant written record of a meeting or hearing. They typically describe the events of the meeting, starting with a list of attendees, a statement of the issues considered by the participants, and related responses or decisions for the issues. ❖ Minutes may be created during the meeting by a typist or court recorder, who may use shorthand notation and then prepare the minutes and issue them to the participants afterwards. Alternatively, the meeting can be audio-recorded or a group's appointed or informally assigned Secretary may take notes, with minutes prepared later. ❖ It is usually important for the minutes to be terse and only include a summary of discussion and decisions. A verbatim report is typically not useful. The minutes of certain groups, such as a corporate board of directors, must be kept on file and are important legal documents. Format of Minutes ❖ Generally, minutes begin with the name of the body (e.g. a committee) holding the meeting, place, date, list of people present, and the time that the chair called the meeting to order. The minutes then record what was actually said at the meeting, either in the order that it was actually said or in a more coherent order, regardless of whether the meeting follows any written agenda. A less-used format may record the events in the order they occur on the written agenda, regardless of the actual chronology. ❖ Since the primary function of minutes is to record the decisions made, all official decisions must be included. If a formal motion is proposed, seconded, passed, or not, then this is recorded. ❖ Minutes typically include whether a report was presented, a legal issue was discussed (such as a potential conflict of interest), if a particular aspect of an issue was considered, or that a person arrived late (or left early) at a particular time. The minutes may end with a note of the time that the meeting was adjourned. ❖ Minutes are sometimes submitted by the person who is responsible for them (often the Secretary - not the typist) at a subsequent meeting for review. The traditional closing phrase is "Respectfully submitted," (though this is no longer common) followed by the officer's signature, his or her typed (or printed) name, and his or her title.

6. Memorandum (memo)

❖ A memorandum or memo is a document or other communication that helps the memory by recording events or observations on a topic, such as may be used in a business office. The plural form is either memoranda or memorandums , or memos for the short form. ❖ A memorandum may have any format, or it may have a format specific to an office or institution. In law specifically, a memorandum is a record of the terms of a transaction or contract, such as a policy memo, memorandum of understanding, memorandum of agreement, or memorandum of association. Alternative formats include memos, briefing notes, reports, letters or binders. They could be one page long or many.

❖ Dean Acheson famously quipped that "A memorandum is not written to inform the reader but to protect the writer". Charles Peters wrote that "bureaucrats write memoranda both because they appear to be busy when they are writing and because the memos, once written, immediately become proof that they were busy."[1]

7. Press Release

❖ Press release cover important events like appointments, new contracts, new products, collaborations and mergers, conference, social welfare projects etc. ❖ Press release is often prepared by reporters on the basis of the press releases issued by the companies. ❖ Any important organizational discussion, meetings, conference, workshops decisions needs national circulation for general public awareness/advertisement then it is published in national daily papers. For this the letter is issued addressing to the editor of national dailies expressing salient portion of the aspect to be published is called press release. Characteristics of a Good Press Release ❖ News worthy ❖ Factually true ❖ Brief ❖ Simple language ❖ Suitable publication ❖ Answers as many as of five W's as important ❖ Have a catchy heading ❖ Be written in short paragraphs ❖ Be accompanied with a covering letter. Five W's for Press Release WHO : Name the people involved Names are usually news work WHAT : Say what happened that is news worthy WHEN : Mention time, since old news is no news, the timing of the press release is extremely important. WHERE : Location is also important. WHY : It may not always be possible to answer why, but if these details are included, they impart depth to the release.

Different Modes of Citation for Communication

1. Bibliography

❖ Bibliography (literally "book writing"), as a practice, is the academic study of books as physical, cultural objects; in this sense, it is also known as bibliology. On the whole, bibliography is not concerned with the literary content of books, but rather the sources of books – how they were designed, edited, printed, circulated, reprinted and collected. ❖ A bibliography, the product of the practice of bibliography, is a systematic list of books and other works such as journal articles. Bibliographies range from "works cited" lists at the end of books and articles to complete, independent publications.

❖ Bibliographic can be generally divided into two categories: enumerative

bibliography (also called compilative, reference or systematic), which results in an overview of publications in a particular category, and analytical, or critical, bibliography, which studies the production of books. In earlier times, bibliography mostly focused on books. Now, both categories of bibliography cover works in other formats including recordings, motion pictures and videos, graphic objects, databases, CD-ROMs[5] and websites. Citation formats of Bibliography Bibliography for a book usually contains the following information: ❖ author(s) ❖ title ❖ publisher ❖ date of publication An entry for a journal or periodical article usually contains: ❖ author(s) ❖ article title ❖ journal title ❖ volume ❖ pages ❖ date of publication

2. Reference

❖ Reference is derived from Middle English reference , from Middle French referrer , from Latin referee , "to carry back", formed from the prefix re - and ferre , "to bear".[1] A large number of words derive from this root, including referee, reference, referendum, all retaining the basic meaning of the original Latin as "a point, place or source of origin" that something of comparable nature can be defined in terms of. A referee is the provider of this source of origin, and a referent is the possessor of the source of origin, whether it is knowledge, matter or energy.

3. Foot Note (typography)

❖ A note is a string of text placed at the bottom of a page in a book or document or at the end of a text. The note can provide an author's comments on the main text or citations of a reference work in support of the text, or both. A footnote is normally flagged by a superscripted number immediately following that portion of the text the note is in reference to. ❖ The first idea1 for the first footnote on the page, the second idea2 for the second footnote, and so on. Occasionally a number between brackets or parentheses is used instead, thus: [1]. Typographical devices such as the asterisk (*) or dagger (†) may also be used to point to footnotes; the traditional order of these symbols is *, †, ‡, §, ‖, ¶.[1] In documents like timetables, many different symbols, as well as letters and numbers, may be used to refer the reader to particular notes.

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1 Robert Bringhurst (2005). The Elements of Typographic Style (version 3.1). Point Roberts, WA: Hartley and Marks. pp 68–69.

Different Channels to Communicate

1. E-Mail - Electronic Mail

❖ Send mail electronically via the Internet ❖ Requires an account on a mail server and supporting software on your PC ❖ The username and password will allow you to access your account ❖ All e-mail programs allow you to Send, Compose, Reply, and Forward mail Obtaining an E-mail Account ❖ You will need an e-mail server (post office) in order to send and receive e-mail. ❖ You can obtain an account in school ❖ You can pay for an account through an ISP such as AOL ❖ You can get free accounts: ◼ www.hotmail.com ◼ www.yahoo.com The Mail Folders ❖ Inbox – new messages as well as messages that have been read ❖ Outbox – messages not yet sent ❖ Sent items – messages that have been sent (moved here from outbox) ❖ Deleted items – messages deleted from any folder ❖ Custom folders – additional folders created by the user An E-mail Address ❖ Every e-mail address is unique and consists of two parts, a user name and a host computer ❖ The @ sign is required

❖ The host computer can be omitted if you are logged onto the same network or host computer Additional E-mail Capabilities ❖ Address Book ➢ Contains the e-mail addresses of frequent contacts ➢ Enables you to enter an alias; e.g., “Bob” instead of the complete address ❖ Distribution List ➢ A set of e-mail addresses stored under one name ➢ Ideal for your professor to e-mail the class E-mail Protocols ❖ POP Client – Post Office Protocol ➢ Lets you work without being connected to mail server ➢ Upload to send mail - Download to read mail ➢ Allows almost any e-mail program to access e-mail from server ❖ IMAP – Internet Message Access Protocol ➢ Permits a "client" email program to access remote message stores as if they were local ➢ Enables user to access messages from more than one computer

2. Fax

Fax (short for facsimile - from Latin "fac simile", "make similar", i.e. "make a copy" - or telefacsimile) is a telecommunications technology used to transfer copies (facsimiles) of documents, especially using affordable devices operating over the telephone network. The word telefax is also used as a synonym. Definition

History of Fax:

❖ History By the mid-1980s, fax machines were very popular around the world Digital fax machines first became popular in Japan ❖ A fax machine is essentially an image scanner, a modem, and a computer printer combined into a highly specialized package. The scanner converts the content of a physical document into a digital image, the modem sends the image data over a phone line, The printer at the other end makes a duplicate of the original document. Parts Operational Process of Fax ❖ The traditional method requires a phone line, and only one fax can be sent or received at a time. ❖ A fax machine scans an image, whether it be text or a photo, by reading a very small area of the image at a time. The fax machine decides whether the area it is reading is light or dark and assigns the area a number such as "0" for white and "1" for dark. Then the fax transmits the number to a remote facsimile receiver (usually via

telephone lines). The receiver makes a mark on paper corresponding to the area on the original image Working ❖ Speed and time: Speed and time The data transferring speed of fax machines is usually 36.6 kbps or in simple terms it can be said that they take almost 10 seconds in sending one page of document. A speed of 33.6 kbps is the fastest you can send or receive, however the average speed is around 14.4 Kbps, which is decent enough. Advantages of Fax ❖ Provides an immediate hard copy of a document, often necessary in legal matters. The most important characteristic of a hard copy is the printed record, which gives far more flexibility of use than a telephone voice message Often considered more personal and professional than e-mail. Lessens the likelihood that documents will be altered by the destination source. Requires only a fax machine and a phone line, which are sometimes much easier to use than e-mail programs. More common than e-mail. ADVANTAGES ❖ F ax transmission is secure in that it goes only to phone number address. It is also instantaneous and receipt is acknowledged. A copy can be filed, and thus serve as a future source of reference if needed. Thus, dependence on human memory is minimized. Responsibility for the message and its contents can be positively identified by identifying the originator ADVANTAGES Disadvantages of Fax ❖ Disadvantage Slow Speed: If the number of faxes received per day is more than 30, then the slow speed could be annoying and so it is not advised in places where more faxes are expected to come. As they tend to get mechanical problems in the long run, they are not advised in heavy faxing and fax receiving areas.

3. SWIFT

What is SWIFT? ❖ S ociety for W orldwide I nterbank F inancial T elecommunication ➢ Type: Cooperative ➢ Industry: Telecommunications ➢ Founded: 1973 ➢ Headquarters: Brussels, Belgium ➢ Products: Financial Telecommunication ➢ Employees: 2000 ➢ Website: SWIFT.com ❖ Community of +7,000 financial institutions in +200 countries: ➢ Payments (e.g. cross-border, domestic, corporate) ➢ Securities (e.g. equity, fixed income, funds) ➢ Treasury (e.g. foreign exchange, swaptions) ➢ Trade Services (e.g. letters of credit) ❖ Mission: “To enable interoperability between our members, their market infrastructures and their end-user communities” ❖ Concrete activities:

➢ Establish secure and reliable network application ➢ Standardize information flows (messages) SWIFT Operation The Society for Worldwide Interbank Financial Telecommunication ("SWIFT") operates a worldwide financial messaging network which exchanges messages between banks and other financial institutions. SWIFT also markets software and services to financial institutions, much of it for use on the SWIFTNet Network, and ISO 9362 bank identifier codes (BICs) are popularly known as "SWIFT codes". The majority of international interbank messages use the SWIFT network. As of September 2010, SWIFT linked more than 9,000 financial institutions in 209 countries and territories, who were exchanging an average of over 15 million messages per day.[1] SWIFT transports financial messages in a highly secure way, but does not hold accounts for its members and does not perform any form of clearing or settlement. SWIFT does not facilitate funds transfer, rather, it sends payment orders, which must be settled via correspondent accounts that the institutions have with each other. Each financial institution, to exchange banking transactions, must have a banking relationship by either being a bank or affiliating itself with one (or more) so as to enjoy those particular business features. SWIFT is a cooperative society under Belgian law and it is owned by its member financial institutions. SWIFT has offices around the world. SWIFT headquarters, designed by Ricardo Bofill Taller de Arquitectura are located in La Hulpe, Belgium, near Brussels. An average of 2.4 million messages, with aggregate value of $2 trillion, were processed by SWIFT per day in 1995. Operations centers

❖ The SWIFT secure messaging network is run out of two redundant data centers, one

in the United States and one in the Netherlands. These centers share information in near real-time. In case of a failure in one of the data centers, the other is able to handle the traffic of the complete network. Currently, SWIFT is building a third data center in Switzerland, which is scheduled to start operating in the second half of

4. Web page A web page or webpage is a document or information resource that is suitable for the World Wide Web and can be accessed through a web browser and displayed on a monitor or mobile device. This information is usually in HTML or XHTML format, and may provide navigation to other web pages via hypertext links. Web pages frequently subsume other resources such as style sheets, scripts and images into their final presentation. Web pages may be retrieved from a local computer or from a remote web server. The web server may restrict access only to a private network, e.g. a corporate intranet, or it may publish pages on the World Wide Web. Web pages are requested and served from web servers using Hypertext Transfer Protocol (HTTP).