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) ©2018 Martin Brossman & Associates LLC What is effective communication? The effectiveness of the communication is based on the response we get, not our intentions. 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) ©2016 Martin Brossman & Associates LLC Two ways of communicating 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) ©2016 Martin Brossman & Associates LLC Video Calling/Conference Calls Video Calling/Conference Calls 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) ©2016 Martin Brossman & Associates LLC Dos and Don’ts of Email Etiquette Dos and Don’ts of Email Etiquette 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,” .