Email Communication Process
E-mail and the Basic Communication Model
Tracey Miller
COMM/470
January 12, 2010
Steve Trask
As noted in Appendix A-A basic communication model, “the basic communications model is the starting point for analyzing the communications process in terms of the intent of the sender, the needs of the receiver, and the elements of the communications environment” (University of Phoenix, 2009, para. 1). In today’s business one of the most common and widely used forms of communication is e-mail. E-mail sent in a business environment requires a professional vocabulary and tone that is not normally used in personal e-mails yet it still needs to be conversational. According to Nancy Flynn, director of the ePolicy Institute and author of Writing Effective E-mail and E-mail Rules, “the average office worker spends 49 minutes managing e-mail daily, while upper level managers spend up to four hours a day on email” (Mardesich, 2010, guides, para. 3). With so much time spent managing the receipt and sending of e-mails in business it is important that employees understand the basic communication model. Understanding this process when sending e-mails allows employees to communicate more effectively as well as know when to use e-mail, and when another form of communication would be more effective. Any form of communication follows the same basic communication model. E-mail is just a faster and more efficient form of communication. Following is an analysis of three business e-mails using the components of the basic communication process. The following email (personal communication, December 23, 2009) was sent from the customer service department to the Orlando location employees on December 23, 2009 and is a good example of poor email communication.
[pic] The purpose of the email was to reiterate again that we need to use a different freight company when shipping inbound material from states not listed. Although it is important that we all are aware of when and
Tracey Miller
COMM/470
January 12, 2010
Steve Trask
As noted in Appendix A-A basic communication model, “the basic communications model is the starting point for analyzing the communications process in terms of the intent of the sender, the needs of the receiver, and the elements of the communications environment” (University of Phoenix, 2009, para. 1). In today’s business one of the most common and widely used forms of communication is e-mail. E-mail sent in a business environment requires a professional vocabulary and tone that is not normally used in personal e-mails yet it still needs to be conversational. According to Nancy Flynn, director of the ePolicy Institute and author of Writing Effective E-mail and E-mail Rules, “the average office worker spends 49 minutes managing e-mail daily, while upper level managers spend up to four hours a day on email” (Mardesich, 2010, guides, para. 3). With so much time spent managing the receipt and sending of e-mails in business it is important that employees understand the basic communication model. Understanding this process when sending e-mails allows employees to communicate more effectively as well as know when to use e-mail, and when another form of communication would be more effective. Any form of communication follows the same basic communication model. E-mail is just a faster and more efficient form of communication. Following is an analysis of three business e-mails using the components of the basic communication process. The following email (personal communication, December 23, 2009) was sent from the customer service department to the Orlando location employees on December 23, 2009 and is a good example of poor email communication.
[pic] The purpose of the email was to reiterate again that we need to use a different freight company when shipping inbound material from states not listed. Although it is important that we all are aware of when and
References: University of Phoenix. (2009). A basic communication model. Retrieved from University of Phoenix, COMM/470- Communicating in the Virtual Workplace website. Mardesich, J. (2010). How to use email to improve customer service. Inctechnology.com. Retrieved from http://www.inc.com/guides/cust_email/20909.html