Text Messaging in the Workplace-ABC
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Transcript of Text Messaging in the Workplace-ABC
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Integrating Text Messaging
Instruction Into Your Business
Communication Course
Andrew Quagliata, Ph.D.
School of Hotel Administration
Cornell University
March 2014
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Association for Business Communication
Technology Trends in Teaching & Communication Conference
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Text messaging in the workplace
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Ontario California Police Department
Arch Wireless (cell service provider)
Sergeant Jeff Quon
Quon v. Arch Wireless, U.S. Court of Appeals
City of Ontario v. Quon, U.S. Supreme Court
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How are businesses using SMS?
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Inform • Communicate important information to
someone in a meeting
• Let clients know when a job is complete or if
further information is needed
Interest • Advertising: promotional offers
• Marketing: interact with customers (games
and polls)
Text messaging can be an efficient way to inform,
interest, collaborate, plan, prioritize, decide, clarify,
ask, question, locate, and share.
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How are businesses using SMS?
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Alerts passengers of flight delays,
cancellations, and gate changes.
Sends deals on show tickets and
meals in hotel restaurants.
Promotes tourism in Pennsylvania
– 15,000 people signed up to get a
text message about Punxsutawney
Phil on February 2.
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How are young people using SMS?
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97% of young adults use their cell
phone for text messaging.
American teenagers send and receive an
average of 50-100 text messages per day.
Half of college students spend over
1 hour every day text messaging.
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We need to help our students make the
transition from
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Texting with friends Texting at workto
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What are the principles for appropriate
text messaging at work?
How we can help our students think
critically about the text messages they
send and receive?
What are the managerial implications
for texting in the workplace?
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Couch discussion using communication model
10Source: Newman, A. (2013). Business communication: In person, in print, online. Cengage Learning.
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Engage students in a discussion about
channel choice
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Face-to-Face
Skype
Telephone
Memo/Letter/Email
Text Message
Bulk Mail/Posters
Richer
Mediums
Leaner
Mediums
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Emphasize principles that transcend
specific technologies
Write concisely
Give consideration to the tone of your writing
Assume that nothing is anonymous
Grammar, punctuation, and spelling matter
Pay attention to the people you are with
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Touch on text-specific communication principles
Do not text while you are driving
Be conscientious of others’ schedules
Turn off autocorrect
Set your device to vibrate
Consider your follow-up approach
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What are the principles for appropriate
text messaging at work?
How we can help our students think
critically about the text messages they
send and receive?
What are the managerial implications
for texting in the workplace?
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Company text messaging polices tend
to fall into one of three categories
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Privacy Legal Security
Texting Policy
Outright ban Anything goesMiddle of the road
Our students need to understand how to design practices that
safeguard assets and manage resources.
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Privacy: Design policies that balance
management and employee needs
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Considerations Company size, culture, industry
Author Management (not IT)
Update At least annually
Content “no reasonable expectation of privacy”
Training Needed for managers and staff
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Legal: Understand constitutional,
statutory, and common laws
Stored Communications Act
The Telephone Consumer Protection Act
Investment Advisors Act
Health Insurance Portability and Accountability Act
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Security: Consider business risks and
ways to safeguard your organization
Business Risks
Lost mobile devices
Stolen mobile device
Download virus or
malware
Shared mobile device
Unsecured Wi-Fi
networks
Safeguards
Enforce strong passwords
Use encryption
Set up automatic log off
Lock the device
Refrain from sharing
Use secure Wi-Fi connection
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Managerial Best Practices
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Write a policy specific to your organization
Inform employees how & what info is stored
Monitor transactional information regularly
Enforce the policy consistently
Update the policy as technology evolves
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What are the principles for appropriate
text messaging at work?
How we can help our students think
critically about the text messages they
send and receive?
What are the managerial implications
for texting in the workplace?
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Employee
Perspective
Managerial
Perspective
Interview Assignment Case Study
Game Show Activity
Modeling Appropriate Behavior
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Andrew Quagliata, Ph.D.
School of Hotel Administration
Cornell University
www.linkedin.com/in/quagliata
@aquagliata
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Association for Business Communication
Technology Trends in Teaching & Communication Conference