Lec 10 Uses of Email and Internet in Business

Lecture 10
• Most of the activities in today’s offices are

electronic, using computer-based technology.
Electronic mail, or e-mail as it is commonly
known, has evolved as an effective, low-cost
and instant method of communication in
business all over the world.
• With e-mail, messages are keyed into a
computer workstation and then transmitted
to the recipient. A single message may be sent
simultaneously to many recipients.
• E-mail saves a lot of time and effort in producing
formal, printed memos, faxes and letters. Many
e-mail messages are short and may be deleted
after a few days or weeks. With longer or more
important messages, they may be retained on the
electronic file or printed out as a hard copy.
– high speed send/receive cycle
– direct input and retrieval from keyboard
– virtually instant despatch/retrieval
– simultaneous circulation to pre-selected groups
– other files can be attached to e-mails.
• Do not use vague subject line
– You must compose a SMART subject line that is:
• Specific
• Meaningful
• Appropriate
• Relevant
• Thoughtful
• Carefully use words while drafting an e-mail
• Always consider tone carefully
• Doesn’t use abbreviations in business e-mails
• Send CCs (Courtesy copy) only when necessary
• Checks all messages carefully before sending
• Always include a greeting and sign-off
• Never send sloppy e-mails
• Never uses old-fashioned clichés
• Don’t just dive into your message
– Try to ease the reader into your message by giving some
basic background information. Be warm and friendly in
your opening where possible.
• Show some feelings
– Add texture to your message by using emotive and sensory
words. Showing some empathy in your message will help
you to form a better bond with your readers.
• Keep your message positive and focused
– Keep a positive attitude towards your reader and maintain
a focus on their needs. Try to be diplomatic, and never be
afraid to apologise if something has gone wrong.
• Tailor the tone of your message
– The speed of e-mail can lead to inappropriate
informality. Be careful to tailor the tone of your
message accordingly. Distinguish personal from
business e-mails, and avoid using abbreviations,
exclamation marks and slang when writing to clients.
• Be precise and clear
– All readers deserve a clear and professional message.
Pay attention to what is being asked and respond
clearly. If you are not precise this will make more work
because a further e-mail will be necessary.
• Traditionally internal communications in business were
hierarchical, with messages being passed up and down the
chain, often with secretaries acting as a filter between
managers and staff.
• Flatter company structures have changed the whole
spectrum of internal communications. A network has now
replaced the hierarchical model. With e-mail, every member
of staff is able to communicate directly with everyone else –
up, down and across the organisation This flatter
organisation structure, and the new power of employees to
communicate company-wide, means that information can
be distributed more efficiently around the organisation.
• However, because of the relative ease of sending e-mail,
messages may sometimes be sent without due thought and
consideration.
• E-mail has undoubtedly helped us to establish
and maintain business relationships with
branches, clients, suppliers, etc. Relationships
with customers and co-workers can be improved
and productivity can be enhanced considerably
through effective use of e-mail.
• It used to be said that the business letter was an
ambassador for your company, so it should
therefore give a very good impression. The same
can now be said of e-mail messages. You should
take care with all your e-mail messages so that
they give a good impression of you and your
company.
• Internet comprises millions of pages of words,
pictures, sounds and graphics stored on
computers connected to the Internet.
– A collection of web pages created by a single
organisation is called a website.
– Every website has its own address, called a
URL(Uniform Resource Locator):
• Hundreds of companies are going online every week.
Internet is an important development that had such an
impact on the way business is conducted.
• Businesses are increasingly looking towards the
Internet as a means of advertising, selling and
distributing their services. You can book hotel rooms,
flights, hire a car all without leaving your desk and
even without picking up a phone. People are regularly
shopping online for certain goods, especially books and
CDs, even groceries. You can often track the progress of
parcels or other deliveries online. There seems no limit
to the capabilities of the Internet. It is a host to a
wealth of information and services – so whatever you
need to find out or order, it is probably on the Internet.
• Intranets are internal • An extranet is created by a
Internets. company to offer
customers, suppliers, and
• An intranet is like a company’s vendors specific data
own internal version of the without allowing them
Internet. A company’s intranet access to other proprietary
can contain a wealth of or sensitive company data.
information about the • Information and data can
company, with each be isolated through
department having its own extranet so that a business
site and information being
partner, customer, or
vendor may only access the
made available to everyone information important to
within the company – but not their operations, and
other people outside the prohibits access to other
company. sensitive company data.

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Lecture 10

• Most of the activities in today’s offices are

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