Business Communication Essentials

Transcription

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Business
Communication
Essentials
FIFTH EDITION
Courtland L. Bovée
Professor of Business Communication
C. Allen Paul Distinguished Chair
Grossmont College
John V. Thill
Chairman and Chief Executive Officer
Global Communication Strategies
Prentice Hall
Boston Columbus Indianapolis New York San Francisco Upper Saddle River
Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal
Toronto Delhi Mexico City Sao Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo
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Contents in Brief
Preface xii
Prologue P-1
unit 1
䉴
CHAPTER 1
CHAPTER 2
unit 2
䉴
CHAPTER 3
CHAPTER 4
CHAPTER 5
BUSINESS COMMUNICATION FOUNDATIONS 1
Understanding Business Communication in Today’s Workplace 2
Mastering Team Skills and Interpersonal Communication 29
THE THREE-STEP WRITING PROCESS 49
Planning Business Messages 50
Writing Business Messages 71
Completing Business Messages 95
unit 3
䉴
BRIEF BUSINESS MESSAGES 119
CHAPTER
CHAPTER
CHAPTER
CHAPTER
6
7
8
9
Crafting Messages for Electronic Media 120
Writing Routine and Positive Messages 153
Writing Negative Messages 180
Writing Persuasive Messages 209
unit 4
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LONGER BUSINESS MESSAGES 237
CHAPTER 10
CHAPTER 11
CHAPTER 12
unit 5
䉴
Understanding and Planning Reports and Proposals 238
Writing and Completing Reports and Proposals 267
Developing Oral and Online Presentations 319
EMPLOYMENT MESSAGES AND
JOB INTERVIEWS 347
CHAPTER 13
CHAPTER 14
Building Careers and Writing Résumés 348
Applying and Interviewing for Employment 374
APPENDIX A
APPENDIX B
APPENDIX C
Format and Layout of Business Documents A-1
Documentation of Report Sources A-17
Correction Symbols A-23
Video Guide VG-1
Handbook of Grammar, Mechanics, and Usage H-1
Answer Key AK-1
References R-1
Acknowledgments AC-1
Index I-1
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Contents
Preface xii
Prologue P-1
unit 1 䉴 BUSINESS COMMUNICATION
FOUNDATIONS 1
Understanding Business
Communication in Today’s Workplace 2
CHAPTER 1
Understanding Why Communication Matters 3
Communication Is Important to Your Career 3
Communication Is Important to Your Company 3
What Makes Business Communication Effective? 4
Communicating in Today’s Global Business
Environment 5
Understanding What Employers Expect from You 5
Communicating in an Organizational Context 5
Adopting an Audience-Centered Approach 6
Exploring the Communication Process 7
The Basic Communication Model 7
The Social Communication Model 8
Social Networks and Virtual Communities 32
Giving—and Responding to—Constructive
Feedback 33
Making Your Meetings More Productive 33
Preparing for Meetings 33
Conducting and Contributing to Efficient Meetings 33
Using Meeting Technologies 34
Improving Your Listening Skills 36
Recognizing Various Types of Listening 37
Understanding the Listening Process 38
Overcoming Barriers to Effective Listening 38
Improving Your Nonverbal Communication Skills 39
Developing Your Business Etiquette 40
Business Etiquette in the Workplace 41
Business Etiquette in Social Settings 41
Business Etiquette Online 42
Chapter Review and Activities 43
Test Your Knowledge 44
Apply Your Knowledge 44
Practice Your Skills 45
Expand Your Skills 47
Improve Your Grammar, Mechanics, and Usage 47
Committing to Ethical Communication 10
Distinguishing Ethical Dilemmas from Ethical Lapses 11
Making Ethical Choices 11
Communicating in a World of Diversity 11
The Advantages and Challenges of a Diverse
Workforce 12
Key Aspects of Cultural Diversity 12
Advice for Improving Intercultural Communication 14
Using Communication Technology Effectively 20
Keeping Technology in Perspective 20
Using Tools Productively 21
Guarding Against Information Overload 21
Reconnecting with People Frequently 21
Planning Business
Messages 50
CHAPTER 3
Understanding The Three-Step Writing
Process 51
Analyzing the Situation 52
Defining Your Purpose 52
Developing an Audience Profile 53
Gathering Information 54
Uncovering Audience Needs 54
Providing Required Information 55
Mastering Team Skills and
Interpersonal Communication 28
CHAPTER 2
Communicating Effectively in Teams 29
Advantages and Disadvantages of Teams 29
Characteristics of Effective Teams 29
Collaborating on Communication Efforts 30
Guidelines for Collaborative Writing 30
Technologies for Collaborative Writing 30
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unit 2 䉴 THE THREE-STEP
WRITING PROCESS 49
Selecting the Right Medium 55
Oral Media 55
Written Media 55
Visual Media 56
Electronic Media 57
Factors to Consider When Choosing Media 58
Organizing Your Message 59
Defining Your Main Idea 60
Limiting Your Scope 60
Choosing Between Direct and Indirect Approaches 61
Outlining Your Content 62
Building Reader Interest with Storytelling
Techniques 63
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Contents
Writing Business
Messages 71
CHAPTER 4
Being Sensitive to Your Audience’s Needs 72
Using Lists and Bullets to Clarify and Emphasize 98
Adding Headings and Subheadings 98
Editing For Clarity and Conciseness 98
Editing for Clarity 98
Editing for Conciseness 100
Using Technology to Revise Your Message 104
Producing Your Message 105
Designing for Readability 105
Designing Multimedia Documents 107
Using Technology to Produce Your Message 109
Adopting the “You” Attitude 72
Maintaining Standards of Etiquette 72
Emphasizing the Positive 74
Using Bias-Free Language 74
Proofreading Your Message 109
Building Strong Relationships with Your
Audience 76
Establishing Your Credibility 76
Projecting Your Company’s Image 77
Controlling Your Style and Tone 77
Distributing Your Message 111
Creating a Conventional Tone 77
Using Plain Language 79
Selecting Active or Passive Voice 79
unit 3 䉴 BRIEF BUSINESS
MESSAGES 119
Composing Your Message: Choosing
Powerful Words 80
CHAPTER 6
Balancing Abstract and Concrete Words 80
Finding Words That Communicate Well 81
Composing Your Message: Creating Effective
Sentences 83
Choosing from the Four Types of Sentences 83
Using Sentence Style to Emphasize Key Thoughts 84
Composing Your Message: Crafting Coherent
Paragraphs 84
Understanding the Elements of a Paragraph 84
Developing Paragraphs 86
Using Technology to Compose and Shape Your
Messages 87
Completing Business
Messages 95
CHAPTER 5
Revising Your Message: Evaluating
The First Draft 96
Evaluating Your Content, Organization, and
Tone 96
Evaluating, Editing, and Revising the Work of
Other Writers 97
Revising to Improve Readability 97
Varying Your Sentence Length 97
Keeping Your Paragraphs Short 98
Crafting Messages for
Electronic Media 120
Using Electronic Media for Business
Communication 121
Media Choices for Brief Messages 121
The Human Side of Electronic Communication 123
Compositional Modes for Electronic Media 123
Communicating on Networking, UGC, and
Community Q&A Sites 124
Social Networks 125
User-Generated Content Sites 130
Community Q&A Sites 130
Creating Effective E-Mail Messages 130
Planning E-Mail Messages 131
Writing E-Mail Messages 131
Completing E-Mail Messages 132
Creating Effective Instant Messages and Text
Messages 133
Understanding the Benefits and Risks of IM 134
Adpating the Three-Step Process for
Successful IM 134
Creating Effective Business Blogs 136
Understanding the Business Applications of
Blogging 136
Adapting the Three-Step Process for Successful
Blogging 137
MIcroblogging 140
Creating Effective Podcasts 141
Understanding the Business Applications of
Podcasting 141
Podcasting 141
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Contents
Chapter Reivew and Activities 143
Cases 148
Writing Routine and Positive
Messages 153
CHAPTER 7
Strategy for Routine Requests 154
Stating Your Request Up Front 154
Explaining and Justifying Your Request 155
Requesting Specific Action in a Courteous Close 155
Common Examples of Routine Requests 155
Continuing with a Clear Statement of the Bad News 186
Closing on a Positive Note 187
Sending Negative Messages on Routine Business
Matters 187
Making Negative Announcements on Routine Business
Matters 187
Refusing Routine Requests 188
Handling Bad News About Transactions 188
Refusing Claims and Requests for Adjustment 188
Sending Negative Employment Messages 192
Refusing Requests for Recommendation Letters 192
Rejecting Job Applications 192
Giving Negative Performance Reviews 194
Terminating Employment 194
Sending Negative Organizational News 195
Asking for Information or Action 155
Asking for Recommendations 155
Making Claims and Requesting Adjustments 157
Responding to Negative Information in a Social
Media Environment 196
Strategy for Routine Replies and Positive
Messages 157
Cases 202
Starting with the Main Idea 157
Providing Necessary Details and Explanation 160
Ending with a Courteous Close 160
Common Examples of Routine Replies
and Positive Messages 160
Answering Requests for Information or Action 160
Granting Claims and Requests for Adjustment 160
Providing Recommendations and References 164
Creating Information Messages 164
Announcing Good News 165
Fostering Goodwill 166
Cases 174
Writing Negative
Messages 180
CHAPTER 8
Using the Three-Step Writing Process for Negative
Messages 181
Step 1: Planning Negative Messages 181
Step 2: Writing Negative Messages 182
Step 3: Completing Negative Messages 182
Using the Direct Approach for Negative
Messages 182
Opening with a Clear Statement of the Bad News 183
Providing Reasons and Additional Information 183
Closing on a Positive Note 184
Using the Indirect Approach for Negative
Messages 184
Opening with a Buffer 184
Providing Reasons and Additional Information 185
Writing Persuasive
Messages 209
CHAPTER 9
Using the Three-Step Writing Process for
Persuasive Messages 210
Step 1: Planning Persuasive Messages 210
Step 2: Writing Persuasive Messages 212
Step 3: Completing Persuasive Messages 213
Developing Persuasive Business Messages 213
Framing Your Arguments 213
Balancing Emotional and Logical Appeals 215
Reinforcing Your Position 215
Anticipating Objections 216
Avoiding Common Mistakes in Persuasive
Communication 216
Common Examples of Persuasive Business
Messages 216
Persuasive Requests for Action 217
Persuasive Presentation of Ideas 217
Persuasive Claims and Requests for Adjustments 217
Developing Marketing and Sales Messages 217
Assessing Audience Needs 218
Analyzing Your Competition 219
Determining Key Selling Points and Benefits 219
Anticipating Purchase Objections 219
Crafting a Persuasive Appeal 220
Writing Promotional Messages for Social
Media 223
Maintaining High Ethical and Legal
Standards 225
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Contents
Drafting Online Content 276
Cases 231
Collaborating on Wikis 277
unit 4 䉴 LONGER BUSINESS
MESSAGES 237
Understanding and Planning
Reports and Proposals 238
CHAPTER 10
Applying the Three-Step Writing Process to
Gathering Information 242
Organizing Your Information 243
Supporting Your Messages with Reliable
Information 243
Planning Your Research 244
Locating Data and Information 244
Evaluating Information Sources 245
Using Your Research Results 245
Conducting Secondary Research 247
Finding Information at a Library 247
Finding Information Online 247
Documenting Your Sources 249
Conducting Primary Research 249
Conducting Surveys 249
Conducting Interviews 250
Planning Informational Reports 250
Organizing Informational Reports 251
Organizing Website Content 251
Planning Analytical Reports 253
Focusing on Conclusions 253
Focusing on Recommendations 254
Focusing on Logical Arguments 255
Planning Proposals 255
Cases 262
Understanding the Wiki Philosophy 277
Wiki Writing 277
Illustrating Your Reports with Effective
Visuals 278
Choosing the Right Visual for the Job 279
Designing Effective Visuals 286
Completing Reports and Proposals 287
Revising Reports and Proposals 287
Producing a Formal Report 287
Producing a Formal Proposal 303
Proofreading Reports and Proposals 305
Distributing Your Reports and Proposals 308
Cases 312
Developing Oral and Online
Presentations 319
CHAPTER 12
Planning a Presentation 320
Organizing Your Presentation 321
Developing a Presentation 326
Adapting to Your Audience 326
Composing Your Presentation 326
Enhancing Your Presentation with Effective
Visuals 328
Choosing Structured or Free-Form Slides 329
Writing Readable Content 330
Designing Graphics for Slides 331
Selecting Design Elements 332
Adding Animation and Multimedia 333
Completing a Presentation 333
Finalizing Slides and Support Materials 333
Choosing Your Presentation Method 334
Practicing Your Delivery 336
Delivering a Presentation 336
Overcoming Anxiety 336
Handling Questions Responsively 337
Embracing the Backchannel 338
Giving Presentations Online 339
Writing and Completing
CHAPTER 11
Writing Reports and Proposals 268
Adapting to Your Audience 268
Composing Reports and Proposals 268
Cases 343
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unit 5 䉴 EMPLOYMENT MESSAGES
AND JOB INTERVIEWS 347
Building Careers and Writing
Résumés 348
CHAPTER 13
Finding the Ideal Opportunity in Today’s Job
Market 349
Writing the Story of You 349
Learning to Think Like an Employer 349
Researching Industries and Companies of Interest 349
Translating Your General Potential into a Specific
Solution for Each Employer 351
Taking the Initiative 351
Building Your Network 351
Seeking Career Counseling 352
Avoiding Mistakes 352
Planning Your Résumé 353
Analyzing Your Purpose and Audience 354
Gathering Pertinent Information 354
Selecting the Best Medium 354
Organizing Your Résumé Around Your Strengths 354
Addressing Areas of Concerns 357
Writing Your Résumé 358
Keeping Your Résumé Honest 358
Adapting Your Résumé to Your Audience 359
Composing Your Résumé 359
Completing Your Résumé 363
Revising Your Résumé 363
Producing Your Résumé 363
Proofreading Your Résumé 367
Distributing Your Résumé 367
Understanding the Interviewing Process 380
The Typical Sequence of Interviews 380
Common Types of Interviews 380
Interview Media 381
What Employers Look for in an Interview 383
Preemployment Testing and Background Checks 383
Preparing for a Job Interview 384
Learning About the Organization 384
Thinking Ahead About Questions 384
Bolserting Your Confidence 385
Polishing Your Interview Style 386
Presenting a Professional Image 388
Being Ready When You Arrive 389
Interviewing for Success 390
The Warm-Up 390
The Question-and-Answer Stage 390
The Close 391
Interview Notes 392
Following Up After an Interview 392
Thank-You Message 392
Message of Inquiry 392
Request for a Time Extension 393
Letter of Acceptance 394
Letter of Declining a Job Offer 395
Letter of Resignation 395
Cases 399
Cases 371
Applying and Interviewing for
Employment 374
CHAPTER 14
Submitting Your Résumé 375
Writing Application Letters 375
Following Up After Submitting a Résumé 379
APPENDIX A Format and Layout of Business
Documents A-1
APPENDIX B Documentation of Report
Sources A-17
APPENDIX C Correction Symbols A-23
Video Guide VG-1
Handbook of Grammar, Mechanics, and Usage H-1
Answer Key AK-1
References R-1
Acknowledgments AC-1
Index I-1
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Real-Time Updates—Learn More
Real-Time Updates “Learn More” is a unique feature that students will see strategically located throughout the text,
connecting them with dozens of carefully selected online media items. These elements—categorized by the icons shown
below representing podcasts, PDF files, articles/websites, videos, and PowerPoint presentations—complement the text’s
coverage by providing contemporary examples and valuable insights from successful professionals.
Smart advice for brainstorming sessions
Wrap your mind around mind mapping
Get helpful tips on creating an outline for
any project
Practical advice for thorough proofreading
REAL-TIME UPDATES
Learn More by Reading This Article
Guidelines for trouble-free blogging
Take the quiz: Are you an ethical decision maker?
Building credibility online
Grammar questions? Click here for help
Integrating social media in a global corporation
Tweets from the boss: CEOs on Twitter
Get expert tips on writing (or requesting) a letter of
recommendation
Simple rules for writing effective thank-you notes
Make sure your logic can stand on solid ground
See your way into the invisible Internet
Get to the CORE of online research
Get clear answers to murky copyright questions
Step-by-step advice for developing a
successful business plan
Data Visualization and Infographics Gateway:
A comprehensive collection for business
communicators
100 Twitter tools for job searchers
Follow these people to a new career
Try these Facebook applications in your job search
Find the keywords that will light up your résumé
How much are you worth?
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11
77
90
121
141
164
168
215
248
248
249
60
60
62
110
REAL-TIME UPDATES
Learn More by Reading This PDF
Steps you can take to help reduce information
overload
Social networks for professionals
Get detailed advice on using bias-free language
See why visual design is a lot more than just
“eye candy”
21
32
75
279
251
REAL-TIME UPDATES
283
351
352
353
360
379
REAL-TIME UPDATES
Learn More by Listening to This Podcast
Violating ethical expectations in social media
124
Keep audiences engaged with engaging presentations 328
Learn More by Watching This Video
Step-by-step advice for recording your first
podcast
Take some of the sting out of delivering bad news
Persuasion skills for every business professional
Tips and techniques for writing business
proposals
Way beyond bullet points: A stunning example
of free-form slide design
Maximize the rewards of the backchannel and
minimize the risks
Tweet your way to a sweet job
Video interviewing on Skype
Study the classics to ace your next interview
142
192
212
272
330
338
352
382
385
REAL-TIME UPDATES
Learn More by Watching This Presentation
An in-depth look at intercultural communication
Take a fast course in listening skills
Don’t let etiquette blunders derail your career
13
38
43
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Preface
MAJOR CHANGES AND IMPROVEMENTS IN THIS EDITION
(Please refer to the Instructor’s Manual for a detailed list of chapter-by-chapter changes and
improvements in the fifth edition.)
Significant content
additions
In addition to numerous updates throughout, the following sections are all new or
substantially revised with new material:
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Understanding Why Communication Matters (in Chapter 1)
The Social Communication Model (in Chapter 1)
The Advantages and Challenges of a Diverse Workforce, including Age
Differences, Religious Differences, and Ability Differences (in Chapter 1)
Guarding Against Information Overload (in Chapter 1)
Characteristics of Effective Teams (in Chapter 2)
Technologies for Collaborative Writing (in Chapter 2)
Social Networks and Virtual Communities (in Chapter 2)
Business Etiquette Online (in Chapter 2)
Building Reader Interest with Storytelling Techniques (in Chapter 3)
Designing Multimedia Documents (in Chapter 5)
Using Electronic Media for Business Communication (in Chapter 6) (new
introduction to topic)
The Human Side of Electronic Communication (in Chapter 6)
Compositional Modes for Electronic Media (in Chapter 6)
Communicating on Networking, UGC, and Community Q&A Sites
(in Chapter 6)
Social Networks
Business Communication Uses of Social Networks
Strategies for Business Communication on Social Networks
User-Generated Content Sites
Community Q&A Sites
New two-page highlight feature: Business Communicators Innovating with
Social Media (in Chapter 6)
Announcing Good News (in Chapter 7)
Giving Negative Performance Reviews (in Chapter 8) (substantially revised)
Responding to Negative Information in a Social Media Environment (in Chapter 8)
Online Monitoring Tools (in Chapter 10)
Data Visualization (in Chapter 11)
Ending with Clarity and Confidence (in Chapter 12)
Choosing Structured or Free-Form Slides (in Chapter 12)
Embracing the Backchannel (in Chapter 12)
Finding the Ideal Opportunity in Today’s Job Market (in Chapter 13)
Writing the Story of You (in Chapter 13)
Learning to Think Like an Employer (in Chapter 13)
Translating Your General Potential into a Specific Solution for Each Employer
(in Chapter 13)
Taking the Initiative to Find Opportunities (in Chapter 13)
Building Your Network (in Chapter 13) (substantially revised)
Avoiding the Easily Avoidable Mistakes (in Chapter 13)
Composing Your Résumé (in Chapter 13) (revised with the latest advice on
keywords)
Printing a Scannable Résumé (in Chapter 13) (updated to reflect the decline of
this format)
Creating an Online Résumé (in Chapter 13)
Following Up After Submitting a Résumé (in Chapter 14)
(continued)
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Preface
Major Changes and Improvements in This Edition (continued)
The social media
revolution
This edition includes up-to-date coverage of the social communication model
that is redefining business communication and reshaping the relationships
between companies and their stakeholders. Social media concepts and
techniques are integrated throughout the book, from career planning to
presentations. Here are some examples:
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Social media questions, activities, and cases appear throughout the book,
using Twitter, Facebook, and other media that have taken the business world
by storm in the past couple of years.
More than 30 examples of business applications of social media are illustrated and annotated to explain how companies use these tools.
The social communication model is now covered in Chapter 1.
A new two-page feature in Chapter 6 highlights the innovative uses of social
media by a variety of companies.
Social networking sites are now covered as a brief-message medium in
Chapter 6.
The Twitter-enabled backchannel, which is revolutionizing electronic presentations, is covered in Chapter 12.
Social media tools are covered extensively in the career-planning Prologue
and the two employment communication chapters (13 and 14).
Compositional
modes for electronic
media
For all the benefits they offer, social media and other innovations place new
demands on business communicators. This edition introduces students to nine
important modes of writing for electronic media.
Personal branding
As the workforce continues to evolve and with the employment likely to remain
unstable for some time to come, it is more important than ever for students to
take control of their careers. An important first step is clarifying and
communicating their personal brands, a topic that is now addressed in the
Prologue and carried through to the employment-message chapters.
Storytelling
techniques
Storytelling might sound like an odd topic for a business communication
course, but some of the most effective business messages, from advertising to
proposals to personal branding, rely on storytelling techniques.
Full implementation
of objective-driven
learning
Every aspect of this new edition is organized by learning objectives, from
the chapter content to the student activities in the textbook and online at
mybcommlab.com. This structure makes planning and course management
easier for instructors and makes reading, study, and practice easier for students.
Deeper integration
with mybcommlab
This optional online resource now offers even more ways to manage course
time and student activities (see page i).
Multimedia
resources
Students can extend their learning experience with unique Real-Time Updates
“Learn More” media elements that connect them with dozens of handpicked
videos, podcasts, and other items that complement chapter content.
New communication
cases
Communication cases give students the opportunity to solve real-world
communication challenges using the media skills they’ll be expected to have in
today’s workplace; more than one-third of the cases are new in this edition.
New figures and
more annotated
model documents
More than 50 new figures provide examples of the latest trends in business
communication. Students can now learn from more than 60 annotated model
documents, ranging from printed letters and reports to websites, blogs, and
social networking sites. These examples feature many companies students
probably recognize, including Adidas, Bigelow Tea, IBM, Patagonia, Red Bull,
Segway, and Zappos.
Critique the
Professionals
This new activity invites students to analyze an example of professional
communication using the principles learned in each chapter.
Communication
Matters
Communication skills are the single most important way students can advance
their career prospects. This new chapter-opening feature offers thoughtprovoking ideas from successful professionals to help students grasp the
essential value of business communication.
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Preface
A UNIQUE ONLINE RESOURCE THAT REINFORCES
LEARNING AND KEEPS CONTENT FRESH THROUGHOUT
YOUR ENTIRE COURSE
You no longer need to spend hours of your limited prep time searching for current
examples, discussion materials, and classroom media.
Business Communication Essentials’ Real-Time Updates solves the age-old problems of
maintaining the currency of textbook content and providing you with a steady stream of
new examples, lecture materials, and media to enliven your classes. This unique suite of web
technologies, developed by the authors, automatically provides weekly content updates,
including podcasts, PowerPoint presentations, online videos, PDF files, and articles. Simply
visit the website whenever you need material—or get new items delivered to your desktop
automatically via RSS newsreader.
You can access Real-Time Updates through mybcommlab or by visiting http://realtimeupdates.com/bce5.
1 Read messages from the
authors and access over 175
media items available only to
instructors.
(Students have access to their
own messages, assignments,
and media items.)
2 Click on any chapter to see
the updates and media items
for that chapter.
3 Scan headlines and click
on any item of interest to
read the article or download
the media item.
4 Subscribe via RSS to
individual chapters to
get updates automatically
for the chapter you’re
currently teaching.
5 Media items are categorized
by type so you can quickly find
podcasts, videos, PowerPoints,
and more.
Every item is personally
selected by the authors to
complement the text and
support in-class activities.
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Preface
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TAKE ADVANTAGE OF THE ONLY TEXTBOOK
THAT THOROUGHLY INTEGRATES SOCIAL
MEDIA SKILLS WITH ESSENTIAL
BUSINESS ENGLISH
For the sake of instructors and students everywhere, we are pleased that other textbooks are
trying to catch up to the times with more coverage of the electronic media tools that have
become central to the practice of business communication.
However, many years of leading the market in presenting electronic media usage have
taught us that merely adding a chapter on electronic media to a traditional textbook is not
nearly enough. Electronic and social media are pervasive in business today, so they need to
be thoroughly integrated into the business communication course. Just as significantly, the
fundamental changes wrought by new media need to be integrated throughout the course
1. Various images inside the shed,
such as this photo of company
founder Yvon Chouinard, are
hotspots that pull up stories about
the company, its customers, and
its products.
2. The second screen offers a brief
summary of the story, with just
enough detail to allow site visitors
to grasp the main idea of the story
without giving it all away.
3. The third screen offers a slightly
expanded summary of the story.
Note how this is the story of a
single product but also the story of
how the company’s design
philosophy evolved.
This multimedia web presentation from Patagonia in Chapter 3 provides a great example of using
storytelling in business communication.
4. Website visitors who want more
details can view a video or read a
story about how Chouinard’s
observation of Nepali porters led
him to create a new product and
change the company’s approach to
product design. Persuasive
communication about the product
and the company occurs throughout
this story, but it is subtle and
unobtrusive.
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Preface
as well, including the way social media are changing the communication process, compositional modes, relationships between senders and receivers, marketing strategies, collaborative writing, oral presentations, job searches, and more.
Beyond the research and presentation of new ideas and tools in our textbooks, we are
among the most active users of social media in the entire field of business communication.
This hands-on experience encompasses both public media and our own media innovations.
Our public presence includes sponsorship of “Teaching Business Communication” instructors’ communities on LinkedIn, Facebook, and other social networks and our new instructor tips and techniques blog at http://boveeandthillbusinesscommunicationblog.org. The
unique media services we have developed include the Real-Time Updates content-updating
service (http://real-timeupdates.com), the popular Business Communication Headline News
service (http://businesscommunicationheadlinenews.com), and a simulator that lets students practice wiki skills in a private and secure environment.
This deep base of experience informs every aspect of the latest edition of Business
Communication Essentials. Of course, media skills are only one element of successful communication. Business Communication Essentials presents these technologies in the context
of proven communication strategies and essential business English skills. The time-tested
three-step writing process is used throughout the text, and every chapter gives students the
opportunity to hone their communication skills and improve their awareness of grammar,
mechanics, and proper usage. Students also get a solid grounding in ethics, etiquette, listening, teamwork, and nonverbal communication.
Target Audience
With its workbook format and balanced coverage of basic business English, communication strategies, and cutting-edge technologies, Business Communication Essentials, Fifth
Edition, is ideal for introductory business communication courses in any curriculum, in
any format—in-class, online, or hybrid. Its compact, 14-chapter organization is particularly
well suited to quarter calendars as well as to longer courses in which an instructor wants to
have time available to supplement the text with service projects, business plan development,
or other special activities.
Colleges and universities vary in the prerequisites established for the business communication course, but we advise at least one course in English composition. Some coursework
in business studies will also give students a better perspective on communication challenges
in the workplace. However, we have taken special care not to assume any in-depth business
experience, so Business Communication Essentials works quite well for students with limited
work experience or business coursework.
Full Support for AACSB Learning Standards
The American Association of Collegiate Schools of Business (AACSB) is a not-forprofit corporation of educational institutions, corporations, and other organizations
devoted to the promotion and improvement of higher education in business administration and accounting. A collegiate institution offering degrees in business administration or accounting may volunteer for AACSB accreditation review. The AACSB
makes initial accreditation decisions and conducts periodic reviews to promote continuous quality improvement in management education. Pearson Education is a proud
member of the AACSB and is pleased to provide advice to help you apply AACSB
Learning Standards.
Curriculum quality is one of the most important criteria for AACSB accreditation.
Although no specific courses are required, the AACSB expects a curriculum to include
learning experiences in such areas as
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Communication skills
Ethical reasoning
Analytic skills
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Use of information technology
Multicultural and diversity awareness
Reflective thinking
Throughout Business Communication Essentials, you’ll find student exercises and activities that support the achievement of these important goals.
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Preface
A TOTAL TEACHING AND LEARNING SOLUTION
Business Communication Essentials is a fully integrated presentation of communication fundamentals. The concise, 14-chapter text provides clear advice, numerous examples for students
to follow, and hundreds of student questions, activities, and projects. The integrated workbook “Improve Your Grammar, Mechanics, and Usage” appears at the end of every chapter,
with three levels of assessment and skill building in workplace applications and document critiques. The “Handbook of Grammar, Mechanics, and Usage” serves as a convenient reference.
These components work together at four levels to provide seamless coverage of the
essentials, from previewing to developing to enhancing to reinforcing:
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Previewing. Each chapter prepares students with clear learning objectives, an insightful
“Communication Matters” quotation, and a brief discussion of how this real-world
example highlights the principles covered in the chapter.
Developing. Chapter content develops, explains, and elaborates on concepts with a concise, carefully organized presentation of textual and visual material. The three-step
process of planning, writing, and completing is clearly explained and reinforced throughout the text in examples ranging from e-mail messages and formal reports to blog posts
and social networking profiles. With its strong emphasis on exercises to improve grammar,
punctuation, style, usage, and writing skills, this text offers students—especially those who
lack proficiency in business English—the tools they need to succeed in today’s workplace.
The headline doesn’t try
to be clever or cute;
instead, it instantly
conveys important
information to readers
Fast access to reader
comments and a retweet
button that makes it easy
for readers to share this
post via Twitter help
FreshBooks build a
sense of community
The graph shows which
terms generated the
fastest payments
(shortest blue bars)
and highest percentage
paid (orange dots)
One minor improvement
would be to label (with
words placed directly on
the graph) the two best
combinations, indicated
with the green arrows, and
the worst combination,
indicated with the red
circle, to save readers the
time required to interpret
the meaning of the colors
and shapes
This bold header quickly
summarizes the nature
of the analysis
These clearly written
paragraphs explain the
two aspects of the
analysis, and they speak
the same language as
business accounting
professionals
The article continues
beyond here, but notice
again the concise,
straightforward wording of
this subheading (the section
explains that polite wording
on invoices improves
customer responsiveness)
Students can learn from numerous annotated real-life examples, such as this FreshBooks blog post shown
in Chapter 1.
The opening paragraph
explains the analysis
was undertaken in order
to help customers make
more money in less
time—a vital concern
for every business
Bold terms in the
paragraph correspond to
the variables in the
graph above
Notice that even though
the writer uses the word
“we” (the company) in
several places, this
message is fundamentally
about “you” (the customer)
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Enhancing. Contemporary examples show students the specific elements that contribute to—or detract from—successful messages. More than 60 annotated model documents, featuring companies across a wide range of industries, demonstrate effective
solutions to a wide variety of real-life communication challenges.
Reinforcing. Student success in any communication course depends on practice,
feedback, analysis, and reinforcement. With hundreds of realistic business English exercises and activities, Business Communication Essentials offers an unparalleled array of
opportunities for students to practice vital skills and put newfound knowledge to
immediate use. These resources are logically sorted by category, including “Test Your
Knowledge,” “Apply Your Knowledge,” “Practice Your Skills,” and “Expand Your Skills.”
Communication cases, most featuring real companies, encourage students to think
about contemporary business issues as they put their skills to use in a variety of media,
including blogging and podcasting. The integrated workbook “Improve Your Grammar,
Mechanics, and Usage” further reinforces student skills by helping them assess their current knowledge levels, improve individual sentences, and critique documents.
At every stage of the learning experience, Business Communication Essentials provides
the tools that instructors and students need to succeed.
Features That Help Students Build Essential
Knowledge and Skills
Previewing
Learning objectives (beginning of chapter)
•
Communication Matters (beginning of
chapter; throughout chapter)
•
Chapter overviews (beginning of chapter)
•
Developing
Concise presentations of fundamentals
(within chapter)
•
Three-step writing process diagrams (within
chapter)
•
Enhancing
Reinforcing
Real-life examples (within chapter)
•
Annotated model documents (within chapter)
•
Handbook of Grammar, Mechanics, and
Usage (end of book)
•
Learn More media resources (within chapter)
•
•
mybcommlab (online)
•
•
Marginal notes (within chapter)
•
Check Your Progress (end of chapter)
•
Test Your Knowledge questions (end of
chapter)
•
Apply Your Knowledge questions (end of
chapter)
•
Practice Your Skills exercise and activities
(end of chapter)
•
Expand Your Skills activities (end of
chapter/online)
•
Improve Your Grammar, Mechanics, and
Usage (end of chapter)
•
Cases (following Chapters 6, 7, 8, 9, 10, 11,
13, and 14)
•
Document Makeovers (online)
•
Interactive Study Guide (online)
•
Peak Performance Grammar and
Mechanics (online)
•
Bovée/Thill wiki simulator (online)
•
Downloadable Quick Learning Guides (online)
•
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xix
UP-TO-THE-MINUTE CONTENT WITH CONTINUOUS
UPDATES
Bovée/Thill texts integrate print and online media in unprecedented ways to create a
standout instructional package. In the past, it was virtually impossible to keep text content
up to date and to provide instructors with lecture material on late-breaking business
events and trends. The unique electronic update service “Real-Time Updates” uses web
and newsfeed technologies to meet both challenges.
We provide online updates to key content areas every weekday during the school
year, so students and instructors are always kept up to date on important topics.
At strategic points in every chapter, students are directed to the “Real-Time Updates”
website to learn about the latest news or a major event pertaining to a particular aspect
of the chapter.
UNMATCHED COVERAGE OF ESSENTIAL
COMMUNICATION TECHNOLOGIES
Bovée and Thill continues to lead the field with its unmatched coverage of communication
technologies, reflecting the expectations and opportunities in today’s workplace:
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aggregators
applicant tracking systems
assistive technologies
automated bots
automated reputation analysis
backchannel
blogs
cloud computing
community Q&A websites
computer animation
content management systems
crowdsourcing
data visualization
digital image manipulation
electronic documents
electronic forms
electronic presentations
electronic résumé production
e-mail
e-mail hygiene
enterprise instant messaging
e-portfolios
extranets
geographic information systems
groupware and shared online
workspaces
information architecture
instant messaging
intellectual property rights
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interactivity
Internet telephony (VoIP)
interview simulators
intranets
knowledge management systems
lifestreaming
linked and embedded documents
location-based social networking
media curation
microblogs
mobile blogs
multimedia documents
multimedia presentations
multimedia résumés
newsfeeds
online brainstorming systems
online research techniques
online survey tools
online video
podcasts
PowerPoint animation
Really Simple Syndication (RSS)
research management software
screencasts
search and metasearch engines
search engine optimization
security and privacy concerns in
electronic media
sentiment analysis
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social bookmarking
social commerce
social media
social media news releases
social media résumés
social networking
syndication of social media content
tagging
templates and style sheets
teleconferencing and telepresence
text messaging
translation software
unified communications
user-generated content websites
video blogs
video interviews
video podcasts
video résumés
videoconferencing
virtual communities
virtual meetings
virtual whiteboards
virtual worlds
Web 2.0
web content management systems
web directories
webcasts
website accessibility
wikis
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COURSE PLANNING GUIDE
Although Business Communication Essentials follows a conventional sequence of topics, it is structured so that you can address topics in whatever order best suits your needs. For instance, if you
want to begin by reviewing grammar, you can ask students to read Chapter 5,“Completing
Business Messages” and then the “Handbook of Grammar, Mechanics, and Usage.” Conversely, if
you want to begin with employment-related communication, you can start with the Prologue,
“Building a Career with Your Communication Skills,” followed by Chapters 13 and 14.
The following table suggests a sequence and a schedule for covering the chapters in the
textbook, with time allocations based on the total number of class hours available.
Hours Devoted to Each Chapter
Chapter Number and Title
30-Hour
Course
45-Hour
Course
60-Hour
Course
Prologue: Building a Career with Your
Communication Skills
0.5
0.5
0.5
1
Understanding Business Communication in Today’s
Workplace
1
1
1
2
Mastering Team Skills and Interpersonal
Communication
2
2
2
3
Planning Business Messages
2
3
4
4
Writing Business Messages
2
3
4
C
Correction Symbols
0.5
0.5
0.5
5
Completing Business Messages
2
3
4
Handbook of Grammar, Mechanics, and Usage
1
2
2
6
Crafting Messages for Electronic Media
2
3
6
A
Format and Layout of Business Documents
1
1
1
7
Writing Routine and Positive Messages
2
2
3
8
Writing Negative Messages
2
2
3
9
Writing Persuasive Messages
2
2
3
B
Documentation of Report Sources
1
1
2
10
Understanding and Planning Reports and Proposals
2
5
6
11
Writing and Completing Reports and Proposals
2
4
6
12
Developing Oral and Online Presentations
1
4
4
13
Building Careers and Writing Résumés
2
3
4
14
Applying and Interviewing for Employment
2
3
4
INSTRUCTOR RESOURCES
The multimedia Business Communication Essentials package helps instructors take full
advantage of the latest advances in instructional technology.
mybcommlab
mybcommlab (www.mybcommlab.com) is a series of text-specific, easily customizable
online courses for Prentice Hall textbooks in business communication. This system gives
you the tools you need to deliver all or a portion of your course online, whether your students are in a course setting or working from home.
The online tools in mybcommlab, such as simulations, videos, interactive lectures, and
a multimedia textbook, help students identify the areas where they need extra help mastering the content. Instructors can use mybcommlab’s homework and test managers to select
and assign online exercises correlated directly to the textbook, and they can also create and
assign their own online exercises and import TestGen® tests for added flexibility. The online
grade book for mybcommlab is designed to automatically track students’ homework and
test results and give the instructor control over the calculation of final grades. Instructors
can also add offline (paper-and-pencil) grades to the grade book.
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Preface
Business Communication Headline News
Stay on top of hot topics, important trends, and new technologies with Business
Communication Headline News (www.businesscommunicationheadlinenews.com), voted
the most comprehensive business communication site on the Internet. Every weekday during the school year, we offer fresh lecture content and provide a wide range of research and
teaching tools on the website—including a custom web search function that we created
expressly for business communication research.
Take advantage of the newsfeeds to get late-breaking news in headlines with concise
summaries. You can scan incoming items in a matter of seconds and simply click through
to read the full articles that interest you. All articles and accompanying multimedia
resources are categorized by topic and chapter for easy retrieval at any time.
This free service offers numerous ways to enhance lectures and student activities:
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Keep current with the latest information and trends in the field
Easily update your lecture notes with fresh material
Create visuals for your classroom presentations
Supplement your lectures with cutting-edge handouts
Gather podcasts, online video, and other new media examples to use in the classroom
Enhance your research projects with the newest data
Compare best practices from other instructors
Improve the quality and effectiveness of your teaching by reading about new teaching
tips and techniques
At the website, you also get free access to these powerful instructional resources:
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Business Communication Web Search, featuring a revolutionary approach to searching
developed by Bovée and Thill that lets you quickly access more than 325 search engines.
The tool uses a simple and intuitive interface engineered to help business communication instructors find precisely what they want, whether it’s PowerPoint files, PDF files,
Microsoft Word documents, Excel files, videos, or podcasts.
Real-Time Updates are newsfeeds and content updates tied directly to specific points
throughout the text. Each content update is classified by the type of media featured:
article, video, podcast, PowerPoint, or PDF. Additional sections on the site include
Instructor Messages and Instructor Media (both password protected), Student
Messages, and Student Assignments.
You can subscribe to Business Communication Headline News and get delivery by
e-mail, MyYahoo or Google homepage, RSS newsreader, mobile phone, instant messenger,
MP3, Twitter, Facebook, and a host of other options.
NEW! Bovée & Thill Business Communication blog
With the launch of Business Communication Essentials, Fifth Edition, we are also launching
a new blog with original articles (www.boveeandthillbusinesscommunicationblog.org).
This blog helps instructors focus their teaching to help their students’ learning be more
efficient and effective. Articles discuss a wide variety of topics, including new topics
instructors should be teaching their students, resources instructors can use in their classes,
solutions to common teaching challenges, and great examples and activities instructors
can use in class.
Authors’ E-Mail Hotline for Faculty
Integrity, excellence, and responsiveness are our hallmarks. That means providing you with
textbooks that are academically sound, creative, timely, and sensitive to instructor and student needs. As an adopter of Business Communication Essentials, you are invited to use our
E-mail Hotline ([email protected]) if you ever have a question or
concern related to the text or its supplements.
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Preface
INSTRUCTOR’S RESOURCE CENTER
At www.pearsonhighered.com/educator, instructors can access a variety of digital and presentation resources available with this text in downloadable format. Registration is simple
and gives you immediate access to new titles and new editions. As a registered faculty member, you can download resource files and receive immediate access and instructions for
installing course management content on your campus server.
If you ever need assistance, our dedicated technical support team is ready to help
with the media supplements that accompany this text. Visit http://247pearsoned.custhelp
.com/ for answers to frequently asked questions and toll-free user support phone
numbers.
The following supplements are available to adopting instructors (for detailed descriptions, please visit www.pearsonhighered.com/educator):
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Instructor’s Manual
Test Item File
TestGen Test Generating Software (converted for use in BlackBoard, WebCT, Angel,
D2L, and Moodle)
PowerPoint Slides
Image Library
Custom Videos on DVD
STUDENT RESOURCES
Business Communication Essentials supports students with a variety of supplements
designed to save them time and money:
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mybcommlab. Students use www.mybcommlab.com to test their understanding of the
concepts presented in the text through study plans, videos, mini-simulations, PowerPoints,
Document Makeovers, and critical thinking questions.
Quick Learning Guides. We prepared these downloadable, two-page study guides to help
students study for exams or review important concepts whenever they need a quick
refresher. They are available on the Real-Time Updates site at http://real-timeupdates
.com.
CourseSmart eTextbooks Online. CourseSmart is an exciting new choice for students
looking to save money. As an alternative to purchasing the print textbook, students
can purchase an electronic version of the same content and receive a significant discount off the suggested list price of the print text. With a CourseSmart eTextbook,
students can search the text, make notes online, print out reading assignments that
incorporate lecture notes, and bookmark important passages for later review. For
more information or to purchase access to the CourseSmart eTextbook, visit www
.coursesmart.com.
Companion Website. This text’s Companion Website at www.pearsonhighered.com/
bovee offers free access to ungraded Document Makeovers, a list of featured websites,
and the “English-Spanish Audio Glossary of Business Terms.”
FEEDBACK
We would appreciate hearing from you! Let us know what you think about this textbook
by writing to [email protected]. Please include “Feedback about
Bovee/Thill BCE 5e” in the subject line. We review every comment we receive from
instructors and use this feedback to make that sure future editions meet your needs in
every way possible.
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ABOUT THE AUTHORS
Courtland L. Bovée and John V. Thill have been leading textbook authors for more than
two decades, introducing millions of students to the fields of business and business communication. Their award-winning texts are distinguished by proven pedagogical features,
extensive selections of contemporary case studies, hundreds of real-life examples, engaging writing, thorough research, and the unique integration of print and electronic
resources. Each new edition reflects the authors’ commitment to continuous refinement
and improvement, particularly in terms of modeling the latest practices in business and
the use of technology.
Professor Bovée has 22 years of teaching experience at Grossmont College in San
Diego, where he has received teaching honors and was accorded that institution’s C. Allen
Paul Distinguished Chair. Mr. Thill is a prominent communications consultant who has
worked with organizations ranging from Fortune 500 multinationals to entrepreneurial
start-ups. He formerly held positions with Pacific Bell and Texaco.
Courtland Bovée and John Thill were recently awarded proclamations from the
Governor of Massachusetts for their life-long contributions to education and for their
commitment to the summer youth baseball program that is sponsored by the Boston
Red Sox.
ACKNOWLEDGMENTS
The fifth edition of Business Communication Essentials reflects the professional experience of a large team of contributors and advisors. We express our thanks to the many
individuals whose valuable suggestions and constructive comments influenced the
success of this book.
Reviewers of Previous Editions
Thank you to the following professors: Victoria Austin, Las Positas
College; Faridah Awang, Eastern Kentucky University; Jeanette
Baldridge, University of Maine at Augusta; Diana Baran, Henry Ford
Community College; JoAnne Barbieri, Atlantic Cape Community
College; Kristina Beckman, John Jay College; Judy Bello, Lander
University; Carol Bibly, Triton College; Nancy Bizal, University of
Southern Indiana; Yvonne Block, College of Lake County; Edna
Boroski, Trident Technical College; Nelvia M. Brady, Trinity Christian
College; Arlene Broeker, Lincoln University; David Brooks, Indiana
University Southeast; Carol Brown, South Puget Sound Community
College; Domenic Bruni, University of Wisconsin; Jeff Bruns, Bacone
College; Gertrude L. Burge, University of Nebraska; Sharon Burton,
Brookhaven College; Robert Cabral, Oxnard College; Dorothy
Campbell, Brevard Community College; Linda Carr, University of
West Alabama; Sharon Carson, St. Philip’s College; Rick Carter,
Seattle University; Dacia Charlesworth, Indiana University–Purdue
University Fort Wayne; Jean Chenu, Genesee Community College;
Connie Clark, Lane Community College; Jerrie Cleaver, Central
Texas College; Clare Coleman, Temple University; M. Cotton, North
Central Missouri College; Pat Cowherd, Campbellsville University;
Pat Cuchens, University of Houston–Clear Lake; Walt Dabek, Post
University; Cathy Daly, California State University–Sacramento;
Linda Davis, Copiah–Lincoln Community College; Harjit Dosanjh,
North Seattle Community College; Amy Drees, Defiance College;
Lou Dunham, Spokane Falls Community College; Donna Everett,
Morehead State University; Donna Falconer, Anoka–Ramsey
Community College; Kate Ferguson Marsters, Gannon University;
Darlynn Fink, Clarion University of Pennsylvania; Bobbi Fisher,
University of Nebraska–Omaha; Laura Fitzwater, Community
College of Philadelphia; Matthew Gainous, Ogeechee Technical
College; Yolande Gardner, Lawson State Community College; Gina
Genova, University of California–Santa Barbara; Lonny Gilbert,
Central State University; Nancy Goehring, Monterey Peninsula
College; Dawn Goellner, Bethel College; Robert Goldberg, Prince
George’s Community College; Jeffrey Goldberg, MassBay
Community College; Helen Grattan, Des Moines Area Community
College; Barbara Grayson, University of Arkansas at Pine Bluff;
Deborah Griffin, University of Houston–Clear Lake; Alice Griswold,
Clarke College; Bonnie Grossman, College of Charleston; Lisa
Gueldenzoph, North Carolina A&T State University; Wally Guyot,
Fort Hays State University; Valerie Harrison, Cuyamaca College; Tim
Hartge, The University of Michigan–Dearborn; Richard Heiens,
University of South Carolina–Aiken; Maureece Heinert, Sinte Gleska
University; Leighanne Heisel, University of Missouri–St. Louis; Gary
Helfand, University of Hawaii–West Oahu; Cynthia Herrera, Orlando
Culinary Academy; Kathy Hill, Sam Houston State University; Pashia
Hogan, Northeast State Tech Community College; Sarah Holmes,
New England Institute of Technology; Ruth Hopkins Zajdel, Ohio
University–Chillicothe; Michael Hricik, Westmoreland County
Community College; Rebecca Hsiao, East Los Angeles College; Mary
Ann Hurd, Sauk Valley Community College; Pat Hurley, Leeward
Community College; Harold Hurry, Sam Houston State University;
Marcia James, University of Wisconsin–Whitewater; Frank Jaster,
Tulane University; Jonatan Jelen, Parsons The New School For
Design; Irene Joanette Gallio, Western Nevada Community College;
Mark Johnson, Rhodes State College; Joanne Kapp, Siena College;
Jeanette A. Karjala, Winona State University; Christy L. Kinnion,
Lenior Community College; Deborah Kitchin, City College of San
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Preface
Francisco; Lisa Kirby, North Carolina Wesleyan College; Claudia
Kirkpatrick, Carnegie Mellon University; Betty Kleen, Nicholls State
University; Fran Kranz, Oakland University; Jana Langemach,
University of Nebraska–Lincoln; Joan Lantry, Jefferson Community
College; Kim Laux, Saginaw Valley State University; Ruth Levy,
Westchester Community College; Nancy Linger, Moraine Park
Technical College; Jere Littlejohn, University of Mississippi; Dana
Loewy, California State University–Fullerton; Jennifer Loney,
Portland State University; Susan Long, Portland Community College;
Sue Loomis, Maine Maritime Academy; Thomas Lowderbaugh,
University of Maryland–College Park; Jayne Lowery, Jackson State
Community College; Lloyd Matzner, University of
Houston–Downtown; Ron McNeel, New Mexico State University at
Alamogordo; Dr. Bill McPherson, Indiana University of
Pennsylvania; Phyllis Mercer, Texas Woman’s University; Donna
Meyerholz, Trinidad State Junior College; Annie Laurie I. Meyers,
Northampton Community College; Catherine “Kay” Michael, St.
Edward’s University; Kathleen Miller, University of Delaware; Gay
Mills, Amarillo College; Julie Mullis, Wilkes Community College;
Pamela Mulvey, Olney Central College; Jimidene Murphey,
Clarendon College; Cindy Murphy, Southeastern Community
College; Dipali Murti-Hali, California State University–Stanislaus;
Shelley Myatt, University of Central Oklahoma; Cora Newcomb,
Technical College of the Lowcountry; Ron Newman, Crafton Hills
College; Linda Nitsch, Chadron State College; Leah Noonan, Laramie
County Community College; Mabry O’Donnell, Marietta College;
Diana Oltman, Central Washington University; Ranu Paik, Santa
Monica College; Lauren Paisley, Genesee Community College;
Patricia Palermo, Drew University; John Parrish, Tarrant County
College; Diane Paul, TVI Community College; John T. Pauli,
University of Alaska–Anchorage; Michael Pennell, University of
Rhode Island; Melinda Phillabaum, Indiana University; Ralph
Phillips, Geneva College; Laura Pohopien, Cal Poly Pomona; Diane
Powell, Utah Valley State College; Christine Pye, California Lutheran
University; Norma Pygon, Triton College; Dave Rambow, Wayland
Baptist University; Richard David Ramsey, Southeastern Louisiana
University; Charles Riley, Tarrant County College–Northwest
Campus; Jim Rucker, Fort Hays State University; Dr. Suzan Russell,
Lehman College; Calvin Scheidt, Tidewater Community College;
Nancy Schneider, University of Maine at Augusta; Brian Sheridan,
Mercyhurst College; Bob Shirilla, Colorado State University; Joyce
Simmons, Florida State University; Gordon J. Simpson, SUNY
Cobleskill; Jeff Smith, University of Southern California; Eunice
Smith, Bismarck State College; Harvey Solganick, LeTourneau
University–Dallas campus; Stephen Soucy, Santa Monica College;
Linda Spargo, University of Mississippi; W. Dees Stallings, Park
University; Angelique Stevens, Monroe Community College; Steven
Stovall, Wilmington College; Alden Talbot, Weber State University;
Michele Taylor, Ogeechee Technical College; Wilma Thomason, MidSouth Community College; Ed Thompson, Jefferson Community
College; Lori Townsend, Niagara County Community College; Lani
Uyeno, Leeward Community College; Wendy Van Hatten, Western
Iowa Tech Community College; Jay Wagers, Richmond Community
College; Jie Wang, University of Illinois at Chicago; Chris Ward, The
University of Findlay; Dorothy Warren, Middle Tennessee State
University; Glenda Waterman, Concordia University; Kellie Welch,
Jefferson Community College; Mathew Williams, Clover Park
Technical College; Beth Williams, Stark State College of Technology;
Brian Wilson, College of Marin; Sandra D. Young,
Orangeburg–Calhoun Technical College; Kathryn J. Lee, University
of Cincinnati; Sylvia Beaver Perez, Nyack College; Ann E. Tippett,
Monroe Community College; Camille Girardi-Levy, Siena College;
Cynthia Drexel, Western State College of Colorado; Edgar Dunson
Johnson III, Augusta State University; Danielle Scane, Orange Coast
College; Lynda K. Fuller, Wilmington University; Lydia E. Anderson,
Fresno City College; Anita Leffel, The University of Texas, San
Antonio.
Reviewers of “Document Makeover” Feature
We sincerely thank the following reviewers for their assistance with
the Document Makeover feature: Lisa Barley, Eastern Michigan
University; Marcia Bordman, Gallaudet University; Jean BushBacelis, Eastern Michigan University; Bobbye Davis, Southern
Louisiana University; Cynthia Drexel, Western State College of
Colorado; Kenneth Gibbs, Worcester State College; Ellen Leathers,
Bradley University; Diana McKowen, Indiana University; Bobbie
Nicholson, Mars Hill College; Andrew Smith, Holyoke Community
College; Jay Stubblefield, North Carolina Wesleyan College; Dawn
Wallace, Southeastern Louisiana University.
Reviewers of Model Documents
The many model documents in the text and their accompanying
annotations received invaluable review from Dacia Charlesworth,
Indiana University–Purdue University Fort Wayne; Diane Todd
Bucci, Robert Morris University; Estelle Kochis, Suffolk County
Community College; Sherry Robertson, Arizona State University;
Nancy Goehring, Monterey Peninsula College; James Hatfield,
Florida Community College at Jacksonville; Avon Crismore,
Indiana University.
Personal Acknowledgments
We wish to extend a heartfelt thanks to our many friends,
acquaintances, and business associates who provided materials or
agreed to be interviewed so that we could bring the real world into
the classroom.
A very special acknowledgment goes to George Dovel, whose
superb writing skills, distinguished background, and wealth of
business experience assured this project of clarity and completeness. Also, recognition and thanks to Jackie Estrada for her outstanding skills and excellent attention to details. Her creation of
the “Peak Performance Grammar and Mechanics” material is
especially noteworthy. Jill Gardner’s professionalism and keen eye
for quality were invaluable.
We also feel it is important to acknowledge and thank the
Association for Business Communication, an organization whose
meetings and publications provide a valuable forum for the
exchange of ideas and for professional growth.
Additionally, we would like to thank the supplement authors
who prepared material for this new edition. They include: Gina
Genova, University of California, Santa Barbara; Jackie Estrada,
University of California, San Diego; Lori Cerreto; Jay Stubblefield,
North Carolina Wesleyan College; Myles Hassell, University of
New Orleans; Gordon Laws at PreMediaGlobal; Luz Costa; and
the teams at ANSRSource.

Business Communication Essentials

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