Effective Online Communication for Professionals by Martin Brossman & Jeanne Muñoz

Effective Online Communication for Professionals by Martin Brossman & Jeanne Muñoz MartinMartin Brossman Brossman ● Self -Employed Success Coach since leaving IBM in 1995 ● Joined LinkedIn in 2004 ● Teaching statewide at community colleges since 2006 ● 12 years experience with social media, starting with LinkedIn ● Taught first 10 session Social Media Mastery in the Triangle in 2010 ; now at NC State Technology Training Solutions ● 3 Published books on Social Media & LinkedIn ○ Latest is How to Use Hashtags ● Senior Strategist with web marketing company ● Lead networking groups since 1996 ● Podcast t show for over 5 years – Linking Into Sales ● Over 20K index pages of content on Google

©2018 Martin Brossman & Associates LLC I am a digital marketing consultant, experienced trainer, and content creator. I enjoy working with both the business and education communities Jeanne Muñoz to share my knowledge of technology Contributor applications and integration with the goal of improving my client’s productivity, efficiency and success.

www.linkedin.com/in/jeannemmunoz

www.facebook.com/JMunozConsulting Attendance Tracking •Throughout the class we will stop for a “Time check” •You need to post the time in the Q&A area at your location within 30 seconds •Eg. 2:12PM (Q&A log will show your name)

Integrity is fundamental to communication effectiveness, where what we say or agree to and what we actually do match up. Internal External

How do you communicate as a professional? What tools do you currently use? Who do you communicate with? Talking about Communication:

Things to Consider What are your communication goals? ● Building trust and consensus ● Workflow/productivity ● Exchange of information/educating ● Securing and retaining clients/influencing What systems are already available/ in place? ● Windows/ Microsoft ● Apple - iPhone ● Android Phone ● Google Chrome Local or cloud-based? What does your budget allow?

● Free (Windows 10 Mail, Apple Mail, Google Mail/Applications)

● Paid Subscription (Office 365; Google Business G-Suite)

● Exchange server and purchased software What are your security needs? ● Protect customer data ● Protect intellectual property ● Protect communications ● Encryption ● Secure network ● Security policies and guidelines Did you know?

● An email is like a postcard as it travels unless it is encrypted-it can be easily read by all ● An email travels across multiple servers before it reaches its destination ○ One expert tracked his email from Sanford to downtown Raleigh as it went through 14 servers before reaching the recipient ● Data is only as secure as the people who handle it. Data that can be forwarded, downloaded, printed, or shared is vulnerable unless clear policies for access and management of data are in place for your business. Security Considerations Where is the data stored? Whose server? Where is it located? Is the data backed up? Is it encrypted (at rest) and in transit between servers and endpoints?

Is the website you are using secure? Does it have an https URL and SSL protection? Are passwords encrypted? Is there an option for two factor authentication?

Are your communications protected by end to end encryption? Is it encrypted where stored on a server (at rest)?

Are the chat applications located on secure sites with encryption? Newsletter applications? Whiteboard websites? What kinds of security protections are available?

● In MS Word, users can password protect a document before sending and send the password separately. (File > Info > Protect Document > Encrypt with Password) ● Google Forms can be used to password protect a Google Suite document. https://www.youtube.com/watch?v=bVGpvhpYvPY ● Public/private password keys can be purchased (digital certificates) from a certificate authority and used for transmission of secure data. Usually SSL and TLS for your website ● Google has a self-destructing email extension called SnapMail. Email deletes 60 seconds after being accessed. ● Proton Mail is also also used to send sensitive data. ● Websites which allow communication and collaboration often have end-to-end encryption and encryption at rest. Security Tips

● Passwords- use strong passwords- combinations of upper and lower case letters, numbers and special characters (10-14 characters if allowed) Don’t share passwords. ● Have a security policy in place for employees about forwarding and sharing communications. Educate everyone about data security. Identify what data sets should be protected and encrypted. ● Make sure your wifi is password protected with a strong password and WPA or WPA2. ● Do not use sensitive data like social security numbers in online communications. ● Make sure all websites and apps use encryption and secure servers. ● Have a backup plan for email and online communications. Attendance Tracking •Time check! •You need to post the time in the Q&A area at your location within 30 seconds •Eg. 2:12PM (Q&A log will show your name)

Dialogue Monologue

● Email ● Newsletters ● Chat/Messenger ● Website ● Forum ● TV ads ● Blog ● Web banner ads (with commenting turned on) (on YouTube news sites) ● Main feed of a Social Network ● Review sites (partial dialog) Top Email Options Google Mail - gmail

Free individual version or can subscribe for Branded Teams or

Business G-Suite of tools and applications

$5.00 or $10.00 per user per month

Cloud-Based

Secure-encryption at rest and in transit and more... Google Mail Limited back-up

Many add-ons for additional functionality like scheduled delivery (Boomerang), canned responses, integration with Google Calendar, Tasks, Keep, Chat, HangUps (Video conference), and SnapMail(military grade encryption)

Integrated with Asana, Trello; contact cards connected to Google+ profiles Microsoft Office 365 Subscription only-Business-Office Suite of tools and applications

$12.50 per month

Cloud-based

Secure-encryption at rest and in transit and more... Microsoft Office 365 Limited back-up

Business Essentials without Office Applications $5.00 per user per month

Add-ons similar to Google Mail and integration with Skype, can connect to LinkedIn profiles; integrated with Asana, Trello, MS Project and MS Planner Apple Mail/iCloud - iCloud Mail Can be configured to handle business accounts from Office 365 and GSuite

Cloud-based

Secure-encryption at rest and in transit Proton Email - ProtonMail

Secure email developed by MIT and CERN

End-to-end email encryption

Free, easy to use

In Switzerland

Private, anonymous

Mobile apps for IOS and Android Instant Messaging / Chat Instant Messaging vs Chat

What is the difference between instant messaging and chat?

● Instant messaging is valuable for nearly real-time communications (not always immediate) -may be asynchronous ● Like a phone call with a text record of the communication ● When instant messaging, messages can be sent, recipients notified, and responses made later on ● Instant messaging is usually back and forth one-one conversation and can be more personal ● Similar to text messaging over cellular networks More About Chat

● Chat- is usually real-time (synchronous) and used for group discussion or collaboration ● Can team-chat from multiple locations and back-channel during conference calls ● Lower cost than long distance phone calls ● Messages can be archived ● Files can be shared ● Live Chat- Can be available on the website for customer service and support ● Is timely interaction and direct individual conversation ● Chat bots may be used. Which is best?

This depends upon your needs and client expectations.

Things to consider:

1. Speed of response 2. Convenience to client 3. Perceived urgency of need 4. Available staff to maintain 5. Lead conversion 6. Mobile vs desktop- chat is more related to computer vs IM on mobile Options for Chat/ Instant Messaging Applications Attendance Tracking •Time check! •You need to post the time in the Q&A area at your location within 30 seconds •Eg. 2:12PM (Q&A log will show your name)

Benefits of video calls-(usually one-one) or video conferencing (usually more than one):

● No need to travel to a location to meet ● Connects a workforce at many sites and builds team collaboration ● Aids telecommuting ● Easier to schedule meetings around shorter time frames when not physically attending ● More personal-can see body language and expressions ● Visual - you can show things

Options for Video Calls/ Conferencing Etiquette Tips for Video Conferencing

● Maintain a quiet, professional environment ● Test technology in advance ● Don’t type during conference ● Look nice and professional ● Use a professional background ● Don’t allow distractions like eating, interruptions and moving around ● Have an agenda ● All cameras should be on ● Remember cameras and mics are still on at the end Attendance Tracking •Time check! •You need to post the time in the Q&A area at your location within 30 seconds •Eg. 2:12PM (Q&A log will show your name)

Don’ts

● Be careful about using humor, it is easily misunderstood ● Don't assume the recipient knows what you are talking about ● Don't shoot from the lip or hip! When angry stop typing. Very heated topics are best in person or at least by phone. ● Don't! overuse exclamation points and remember all caps is still seen by most as shouting. Dos and Don’ts of Email Etiquette

Don’ts

● Don’t just reply to all unless all are relevant! ● Don’t leave long lists of recipients’ names and addresses So they have to scroll down to see your message ● Don’t assume that email is private! ● Never forward jokes, spam, chain letters, or advertisements Dos and Don’ts of Email Etiquette

Dos

● Clear signature with: Company, Your Title, Phone, LinkedIn public profile link, and address ● Use a professional salutation - Use “Hi” or “Hello” vs Hey” or“Yo,” . To be more formal, use “Dear (insert name) ○ If not sure about their nickname use their full name until you have permission otherwise. E.g. Martin instead of Marty Dos and Don’ts of Email Etiquette

Dos

● Clear subject line - What is this email about! ● Keep your email concise and to the point ● Proofread your message - use grammar checker and spell checker but be careful of overly relying on spell checker (wrong word spelled right is not right). Consider using text- to- speech to listen to it. Attendance Tracking •Time check! •You need to post the time in the Q&A area at your location within 30 seconds •Eg. 2:12PM (Q&A log will show your name)

Free web-based tools for planning, tracking and team collaboration on projects. Can be upgraded (paid versions) for fuller features Facilitate communication around projects and can increase productivity. Slack

A popular virtual team collaboration/communication software

● Direct messaging and group messaging ● File sharing of documents, images, video from Google Drive or computer ● Desktop and mobile apps ● Notifications ● Channels for different groups ● Emoticons, emojis, Slackbot for help and customized responses ● App integration with Google and Microsoft, integrates with Asana, Trello, and Zendesk, Skype, Hangouts, join.me, Zoom, Web-Ex ● Encrypts all data in transit and at rest Online Project Management Collaboration Software Task management applications with a variety of free and paid features used to improve project workflow and collaboration. Features usually include:

1. Task assignment, tracking, checklists 2. Real-time discussion and messaging 3. Notifications of updates 4. File attachment and sharing 5. Calendars 6. Integrations with OneDrive, DropBox, Google Drive 7. Encryption, off-site backups 8. Examples of free, online tools: Trello, Wrike, Asana, Zoho, Teamwork Trello ● Members discuss a project or a task in real-time ● Utilizes “cards” on a board. Unlimited boards, projects and members ● Everybody informed through task assignments, activity log, calendar and email notifications ● Members can easily be added to a “board” where they can vote on ideas contained in the cards and add comments. ● Easy to use from browser or mobile app ● Uses SSL encryption ● Free or business class-$9.99 per month ● Free-10MB file attachment; Business 250 MB file attachment Asana

● Very popular program to facilitate communication and collaboration between team members ● Free up to 15 users; unlimited projects, tasks, conversations ● Premium-$9.99 per member per month ● List and assign tasks, set milestones, track progress ● Add emails, files, tickets from over 100 integrations such as Google Drive, OneDrive, DropBox, Slack, Microsoft Teams ● Encrypted ● 100MB file size limit per attachment from computer; use Dropbox or Google Drive for larger files Other Popular Online Team/Project Management Applications

● Teamwork ● Wrike ● Zoho Project ● Monday (no free version) ● MeisterTask (Integrated with MindMeister) ● Freedcamp Online Whiteboards ● Used for visual collaborative brainstorming, planning, explaining and presenting ● Can interact in real time regardless of the geographical distance/time involved ● Free features often include: ○ Blank whiteboards and templates ○ Post it notes and comments, hand drawing ○ File sharing-documents, images, video ○ Capture in PDFs ○ Encryption and secure data servers ○ Paid upgrades include additional video chat, screen sharing ● Examples: RealTime Board-Free and upgrade https://youtu.be/Cy2Mp-qoDK4

additional videochat and content sharing features with paid versions screenshare;

REalBoard upgrade-$8.00 per user per month; secure servers and data encryption External Communication with Potential and Current Clients

Communicate your business brand and offerings to serve current clients and reach potential clients by using some of these tools:

● Website-make it easy to navigate with quality images, clear value proposition, list services offered, contact information 18 Benefits of a Website for Small Businesses ● Blog- Include tips and helpful information ie: tax tips, financial planning information to demonstrate your expertise and address their needs (marketing your services) ● Newsletters-Send updates, links to blogs, timely services, offers ● Directories-Help you be found online, reviews, boost reputation as a credible business. Example: Yelp ● Social Media such as LinkedIn, Facebook and Twitter-Build your image, reputation and relationship with potential and current clients ● Increase reach by providing valued information Tools for Websites and Blogs

● Word Press - Most popular website builder, has themes and templates, versatile, plugins, blog, but hardest to use; free and paid versions-must be hosted ● Wix - Free version; easy drag and drop interface; templates and gadgets; photo editing; photo gallery; blog; https for security; highly rated; now partnered with MS 365 ● Google Sites- Part of G-Suite applications, easy drag and drop, basic templates, store files and images in Google Drive, custom URL with G-Suite otherwise has googlesites in the URL ● Weebly - Intuitive interface, attractive themes, free has advertising; $8.00 per month for unlimited storage, custom domain name. Has image editing and a blog; integrated newsletter; contact forms Newsletters

E-Mail newsletters help you to connect to clients, develop relationships and drive customers to your blog and website for conversion.

Typical features include:

● EMail templates, image library and image upload ● Auto-responders, sign up forms, surveys ● Tracking and reports, A/B testing ● Segmented recipient lists, GMail import; CSV spreadsheet upload ● Social media/third party integration ● Multiple users

Understand the CAN Spam Act Social Media and Communication

What is meant by social media? What are some of the social media channels?

From Techopedia: Social media is a term for a variety of internet applications that allow users to create content and interact or network with each other.

Why accounting firms may use social media: (from Advantages of Social Media for Accounting Firms)

● Influence ● Community ● Traffic ● Brand ● Talent pool LinkedIn - Today’s Rolodex

● LinkedIn is social networking for professionals. ● A database containing the user’s profile of professional background, skills, affiliated groups and associations, and publications- creating a business network. ● Purpose: create and build strategic business connections, search for jobs, access knowledge and find potential clients. Over 500 million members. ● Tone is professional. Complete a thorough and up-to-date profile with professional headshot. ● Newsfeed, messaging, groups, thought leadership ● Commenting, liking and sharing Facebook Business Pages

● Largest social network with over a billion users. Can spread the word about your brand and services, build relationships with clients and a loyal community base, create opportunities for discussion and interaction about your services, provide engaging content and establish your expertise in the field.

● Claim your page vanity URL

● Create a targeted audience and advertise (inexpensive)

● Build Facebook groups to interact about specific interests with clients

● Join Facebook groups to discuss important topics and issues in your industry with other CPAs Twitter

● 3 million + users ● Connect on a personal level with clients to build brand loyalty. ● Use Twitter to keep up with recent trends, get immediate client feedback, promote your website and blog. ● Direct messages allow a private one-one chat. Can provide customer service. Create a direct messaging link on your page. ● Embed your Tweets on your blog or webpage. ● Consider promoted tweets. ● Create your own hashtag. ● Follow competitors and watch them. Sharing Large Files

Compress the file as a Zip file

Windows-right-click file, choose Send to and then Compressed zipped folder

Mac-Control+click the file and then select Compress (filename)

Upload to cloud storage like Google Drive, DropBox or OneDrive and share via email notification

Free FTP clients like Cyberduck, Filezilla and sFTP Chrome extension Attendance Tracking •Time check! •You need to post the time in the Q&A area at your location within 30 seconds •Eg. 2:12PM (Q&A log will show your name)

©2016 Martin Brossman & Associates LLC Thanks You Effective Online Communication for Professionals by Martin Brossman & Jeanne Muñoz The best way to reach me is contact my assistant [email protected] or call 919-847-4757(919)