Management, Business Communication, and Intro to Business BEFORE CLASS DSMs, pre-lecture homework, eText MyLab Writing AFTER Space, Video Decision CLASS Cases, Quizzes/ Sims, Videos, DURING Tests and Learning CLASS Catalytics This page intentionally left blank MyBCommLab®: Improves Student Engagement Before, During, and After Class • NEW! VIDEO LIBRARY – Robust video library with over 100 new book-specific videos that include easy-to-assign assessments, the ability for instructors to add YouTube or other sources, the ability for students to upload video submissions, and the ability for polling and teamwork. • Decision-making simulations – NEW and improved feedback for students. Place your students in the role of a key decision-maker! Simulations branch based on the decisions students make, providing a variation of scenario paths. Upon completion students receive a grade, as well as a detailed report of the choices and the associated consequences of those decisions. • Video exercises – UPDATED with new exercises. Engaging videos that bring business concepts to life and explore business topics related to the theory students are learning in class. Quizzes then assess students’ comprehension of the concepts covered in each video. • Learning Catalytics – A “bring your own device” student engagement, assessment, and classroom intelligence system helps instructors analyze students’ critical-thinking skills during lecture. • Dynamic Study Modules (DSMs) – UPDATED with additional questions. Through adaptive learning, students get personalized guidance where Decision Making and when they need it most, creating greater engagement, improving knowledge retention, and supporting subject-matter mastery. Also available on mobile devices. Critical Thinking • Writing Space – UPDATED with new commenting tabs, new prompts, and a new tool for students called Pearson Writer. A single location to develop and assess concept mastery and critical thinking, the Writing Space offers automatic graded, assisted graded, and create your own writing assignments, allowing you to exchange personalized feedback with students quickly and easily. Writing Space can also check students’ work for improper citation or plagiarism by comparing it against the world’s most accurate text comparison database available from Turnitin. • Additional Features – Included with the MyLab are a powerful homework and test manager, robust gradebook tracking, Reporting Dashboard, comprehensive online course content, and easily scalable and shareable content. http://www.pearsonmylabandmastering.com Today’s students are holding the future of business communication in their hands As another disruptive technology redefines business communication, Bovée “Mobile is the most disruptive and Thill are once again the first to respond with current, comprehensive, technology that I have seen in and fully integrated coverage. 48 years in Silicon Valley.”1 Just as Bovée and Thill pioneered coverage of the social media revolution, —Venture capitalist they now lead the market with up-to-the-minute coverage of mobile business Joe Schoendorf communication. The mobile revolution: REAL-TIME UPDATES LEARN MORE BY VISITING THIS WEBSITE key facts and figures The mobile revolution by the numbers Explore dozens of statistical measures that show the Smart business leaders know they must adapt and impact of mobile communication. Go to http://real-timeupdates respond to the rise of mobile usage by consumers .com/ebc12 and click on Learn More in the Students section. and employees:2 • For millions of people, a mobile device is their primary way, if not their only way, to access the Internet. • Globally, 80 percent of Internet users access the web at least some of the time with a mobile device. • Mobile has become the primary communication tool for many business professionals, including a majority of executives under age 40. • Email and web browsing rank first and second in terms of the most common nonvoice uses of smartphones. • More email messages are now opened on mobile devices than on PCs. • Roughly half of U.S. consumers use a mobile device exclusively for their online search needs. • Many online activities that eventually migrate to a PC screen start out on a mobile screen. Bovée and Thill’s coverage of mobile business communication includes these important topics: • The Mobile Revolution • The Rise of Mobile as a Communication Platform • How Mobile Technologies Are Changing Business Communication • Collaboration via Mobile Devices • Business Etiquette Using Mobile Devices • The Unique Challenges of Communication on Mobile Devices • Writing Messages for Mobile Devices • Designing Messages for Mobile Devices • Optimizing Content for Mobile Devices • Visual Media on Mobile Devices • Creating Promotional Messages for Mobile Devices • Integrating Mobile Devices in Presentations Integrated coverage and student activities Optimizing for mobile includes writing short headlines that get right As with social media, the changes brought about to the point. by mobile run far deeper than the technology This introduction conveys itself. Successful communication on mobile devices only the information readers need in order requires a new approach to planning, writing, and to grasp the scope of the designing messages. article. With in-depth, integrated coverage of the challenges and opportunities that mobile presents, All the key points of the Excellence in Business Communication, 12th Edition, documents appear here on the first screen. helps students adapt their personal use of mobile devices to the unique demands of business communication. Through a variety of annotated model messages, questions, activities, and cases, students will gain valuable skills in the art Readers who want more of communicating via mobile devices. detail can swipe down for background information on the five points. EMAIL SKILLS / MOBILE SKILLS 7.33. Media Skills: Email [LO-5] The size limitations of MOBILE APPS smartphone screens call for a different approach to writing (see Pocket Letter Pro includes page 148) and formatting (see page 173) documents. templates for a variety of letter types Your task: On the website of any company that interests you, to simplify writing business letters on find a news release (sWomEeB c oWmRpaInTiIeNs Gref eSr KtoIL thLeSm/ MasO prBesILs Ere -SKILLS/ your mobile device. leases) that announcePs OthRe lTaFunOchL IoOf a B neUwIL pDroEdRuct. Using Pages or any other writing app at your disposal, revise and format the material in a way that 1 w2.o2u9ld. bMe eeffsescatigvee onS stmraatretgphieosn:e sOcrneleinnse. Content [LO-2] Adapting conventional web content to make it mobile friendly can require rethinking the site’s information architecture to sim- plify navigation and revising the content. Your task: Choose the website of a company that makes prod- ucts you find interesting. (Make it a conventional website, not one already optimized for mobile.) Analyze the section of the With realistic examples, pointers to dozens of business communication apps, and a full range of questions and projects, Excellence in Business Communication highlights the best current practices in mobile business communication. 1. “The Mobile Revolution Is Just Beginning,” press release, Word Economic Forum, 13 September 2013, www.weforum.org. 2. “More Than Nine in 10 Internet Users Will Go Online via Phone,” eMarketer, 6 January 2014, www.emarketer.com; Christina “CK” Kerley, The Mobile Revolution & B2B, white paper, 2011, www.b2bmobilerevolution.com; Jordie can Rijn, “The Ultimate Mobile Email Statistics Overview,” Emailmonday.com, accessed 9 February 2014, www.emailmonday.com; Jessica Lee, “46% of Searchers Now Use Mobile Exclusively to Research [Study],” Search Engine Watch, 1 May 2013, http://searchenginewatch.com. This page intentionally left blank Excellence TWELFTH EDITION in Business Communication John V. Thill CHAIRMAN AND CHIEF EXECUTIVE OFFICER GLOBAL COMMUNICATION STRATEGIES Courtland L. Bovée PROFESSOR OF BUSINESS COMMUNICATION C. ALLEN PAUL DISTINGUISHED CHAIR GROSSMONT COLLEGE Boston Columbus Indianapolis New York San Francisco Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico City São Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo Vice President, Business Publishing: Donna Battista Manager of Learning Applications: Paul DeLuca Editor in Chief: Stephanie Wall Digital Editor: Brian Surette Acquisitions Editor: Emily Tamburri Director, Digital Studio: Sacha Laustsen Program Management Lead: Ashley Santora Digital Studio Manager: Diane Lombardo Program Manager: Denise Weiss Digital Studio Project Manager: Robin Lazrus Editorial Assistant: Olivia Vignone Digital Studio Project Manager: Alana Coles Vice President, Product Marketing: Maggie Moylan Digital Studio Project Manager: Monique Lawrence Director of Marketing, Digital Services and Digital Studio Project Manager: Regina DaSilva Products: Jeanette Koskinas Full-Service Project Management and Composition: Field Marketing Manager: Lenny Ann Raper Integra Product Marketing Assistant: Jessica Quazza Interior & Cover Designer: Integra Software Services Project Management Lead: Jeff Holcomb Cover Art: Khoroshunova Olga/Tischenko Irina/ Senior Project Manager: Nicole Suddeth Shutterstock Operations Specialist: Carol Melville Printer/Binder: Courier/Kendallville Creative Director: Blair Brown Cover Printer: Lehigh-Phoenix Color—Hagerstown Art Director: Janet Slowik Text Font: 10.5/12 Albertina MT Pro VP, Director of Digital Strategy & Assessment: Paul Gentile Acknowledgments of third-party content appear on the appropriate page within the text. Microsoft and/or its respective suppliers make no representations about the suitability of the information contained in the documents and related graphics published as part of the services for any purpose. All such documents and related graphics are provided “as is” without warranty of any kind. Microsoft and/or its respective suppliers hereby disclaim all warranties and conditions with regard to this information, including all warranties and conditions of merchantability, whether express, implied or statutory, fitness for a particular purpose, title and non-infringement. In no event shall Microsoft and/or its respective suppliers be liable for any special, indirect or consequential damages or any damages whatsoever resulting from loss of use, data or profits, whether in an action of contract, negligence or other tortious action, arising out of or in connection with the use or performance of information available from the services. The documents and related graphics contained herein could include technical inaccuracies or typographical errors. Changes are periodically added to the information herein. Microsoft and/or its respective suppliers may make improvements and/or changes in the product(s) and/or the program(s) described herein at any time. Partial screen shots may be viewed in full within the software version specified. Microsoft® and Windows® are registered trademarks of the Microsoft Corporation in the U.S.A. and other countries. This book is not sponsored or endorsed by or affiliated with the Microsoft Corporation. Copyright © 2017, 2015, 2013 by Bovée and Thill LLC. All rights reserved. Manufactured in the United States of America. This publication is protected by Copyright, and permission should be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. For information regarding permissions, request forms, and the appropriate contacts within the Pearson Education Global Rights and Permissions department, please visit www. pearsoned.com/permissions/. PEARSON, ALWAYS LEARNING, and MyBCommLab are exclusive trademarks owned by Pearson Education, Inc. or its affiliates in the U.S. and/or other countries. Unless otherwise indicated herein, any third-party trademarks, logos, or icons that may appear in this work are the property of their respective owners, and any references to third-party trademarks, logos, icons, or other trade dress are for demonstrative or descriptive purposes only. Such references are not intended to imply any sponsorship, endorsement, authorization, or promotion of Pearson’s products by the owners of such marks, or any relationship between the owner and Pearson Education, Inc., or its affiliates, authors, licensees, or distributors. Library of Congress Cataloging-in-Publication Data Thill, John V. Excellence in business communication / John V. Thill, Chairman and Chief Executive Officer, Global Communication Strategies, Courtland L. Bovee, Professor of Business Communication, C. Allen Paul Distinguished Chair, Grossmont College. — Twelfth Edition. pages cm. Includes bibliographical references and index. ISBN 978-0-13-431905-6 1. Business communication—United States—Case studies. I. Bovée, Courtland L. II. Title. HF5718.2.U6T45 2016 658.4'5—dc23 2015033275 10 9 8 7 6 5 4 3 2 1 ISBN 10: 0-13-431905-2 ISBN 13: 978-0-13-431905-6 Dedication T his book is dedicated to the many thousands of instructors and students who use Bovée and Thill texts to develop career-enhancing skills in business communication. We appreciate the opportunity to play a role in your education, and we wish you the very best with your careers. John V. Thill Courtland L. Bovée vii