Electronic Communication in Business: Language and Professional Standards

Video Conferencing: Communication in Real Time

Video conferencing is a technological tool in which two or more locations are able to interact via video and audio simultaneously. It is designed as a way to hold meetings with people in multiple locations—even globally—to cut down on travel expenses, allow for more productive collaboration from a variety of people, provide real-time interaction when needed, and to enable interaction in business, personal, or educational contexts with individuals across a variety of geographic areas.

There are a number of language considerations when utilizing video conferencing. Body language and facial expressions are intricate parts of human communication; these are visible on video conferencing, meaning one must be cautious about the messages conveyed. Video conferencing impacts language learning and may require that a second language, or even a third, be mastered in order to communicate adequately with those in other areas. Additionally, video conferencing allows deaf and hard-of-hearing individuals to participate in conversations more easily through captioning and visual communication.

If video conferencing is to be effective within the workplace, the participants must have training in the use of precise terminology to convey their points clearly. They should use concise language that is well-organized and free of colloquialisms, and treat the venue as if giving a presentation to a larger group. This is particularly important when realizing that English may not be the first language of many of the speakers. Speakers should speak clearly, avoid mumbling, and look directly into the camera rather than hiding behind a microphone or prop. If at all possible, pretend the person or persons are in the same room so that communication remains clear and precise. When possible, accompany verbal presentation with graphics to accentuate key points (Wilcox, 2000).

Text Messaging: Quick Exchange and Modern Language

Texting, or text messaging, is a modern term that refers to the exchange of information between mobile devices, made possible by transmitting messages through cellular networks. Typically, these messages are sent using Short Message Service (SMS), but advances in cellular technology and memory enabled Multimedia Message Service (MMS), which allows sending messages containing images, video, and sound (Baron, 2008).

Texting is typically done as a quick, private, person-to-person messaging system. However, advertisers have recognized its power and now use it to interact with automated systems, allow customers to order products and services, participate in contests, and engage with online activities. Texting systems also advise customers of billing due dates, promotions, and other messages more easily converted to text than left as voice mail. Services exist that convert voice mail into text, allowing for quicker attention and privacy. Texting is relatively new to the mobile market; it is less than ten years old as a standard application despite its popularity and usage in the contemporary mobile market (Trosby, 2004).

Texting is used as a substitute for voice calls, often in situations where voice communication is impossible or unwise. Users do not need to hold the phone near the ear as they would during a voice call, and due to the smaller sizes of texting phones and PDAs, retrieving text messages or participating in text conversations can be quicker and more private. In business, texting is usually a distraction except in certain situations. For example, if one is in a meeting and needs information from a colleague, a quick text can provide that without impacting the meeting. When using text, however, one needs to be brief and to the point. In the modern world, texting has developed its own language, which remains controversial. Additionally, texting is helpful in business for delivering financial information, stocks, and commodities (Crystal, 2009).

Instant Messaging and Virtual Communities

Instant messaging and SMS are typically part of a mobile smartphone application and, for business English and business use, follow some of the same functions as texting. However, instant messaging or chat software is now commonly available through most mail providers (AOL, Google, Microsoft, Yahoo) so that messages or conversations may "pop up" during any activity in the course of the work day. This is both efficient and distracting—as with most tools, it depends on the use.

One of the larger trends brought about by the Internet is the virtual community—a social network of individuals who interact with each other without the constraints of geography, time zones, political or economic situations, weather, or demographics. All that matters is that they are able to come together to form a culture in which they share mutual interests or values. Typically, this type of culture occurs through social networking and online communities, both of which have provided a "tipping point" and changed the world, as evidenced in the 2008 American presidential election. The extreme power of this new cultural tool lies in its very nature: it depends on nothing but an electronic connection. Like many things in the modern world, it is instantaneous, satisfying the 21st century need for both dependence and independence based on individual decision or whim.

Yet this raises important questions: just how real is an electronic friendship that can exist without really "knowing" the person physically? How robust are virtual relationships except in the minds of those participating? And how do we know with whom we are actually chatting or forming a bond—could the mother of three living in Scotland be something quite different on the Internet? (Haythornthwaite, 2005).

In business, instant messaging could also be a powerful tool to allow for quick exchange of information between colleagues. In this case, short, succinct phrases and sentences would be ideal to enhance communications. One must also decide whether to adopt shorthand English or retain business English when communicating through text and instant messaging. There are both positives and negatives to both approaches, and it depends on whether one is able to switch gears and understand that certain times call for non-standard English, while other times require precise, formal, business English (Jaderstrom and Miller, 2006).

Email: Structure and Professional Standards

Email, or electronic mail, has become such a part of everyday business life that it is almost impossible to conceive of business without the ability to communicate quickly and cheaply throughout the organization. Often, business requires communication and review of documents between individuals who are not in the same location. At times, busy schedules prevent conference calls or even phone calls, but emails can be easily answered, data transferred, and a more efficient environment created. However, email sometimes allows for loss of context—email may be misunderstood, there may be multiple meanings, and information overload and inconsistency may result in communication difficulties. To overcome this limitation, email users have invented shortcuts that add emotion: emoticons, phrases like LOL and ROFL, not just for shorthand but to allow for a more personalized email experience.

The key to using appropriate English and communication in email is to maintain tone at a relatively neutral level; it is easy to misinterpret intent and tone. Email has literally changed the way business works, but because it can be archived, read by others, and is potentially permanent, more care should be given to it as a tool to assist in productivity rather than hinder it. Indeed, most current estimates show that for every eight-hour managerial shift and above, two hours are spent just managing email (Smallwood, 2008).

Email has made it possible for business communication to flow more easily and to increase the volume of communication per day. This is especially true in sales culture, in which sales by its very nature is almost always based on instant action, hitting send, and then living with the results. With email, it is important not to use a "stream of consciousness" form of business English. Rather, one needs to realize that the five-paragraph essay structure still applies: topic sentence, supporting paragraphs, and robust conclusion. Just because communication is via email does not mean it should deteriorate into conversational slang, poor spelling, and lack of professional tone (Schiffman, 2007).