ENC 3250 Samantha OuimetteExercise 3/25/2012

1. (1.5 points) Document Make-over 1. Is this memo an example of effective communication?

-No, this memo is not an example of effective communication.2. Explain your reasons.

- This memo is not an example of effective communication for various different reasons. First, the opening sentence fails to immediately explain the purpose of the letter; it is instead an angry rant about employee behavior, which immediately puts the reader on the defensive. In addition, the main idea of the memo is not even introduced until the end of the first paragraph, which is sure to cause confusion and frustration on the reader’s part and make him or her far less receptive to the message that is being conveyed. Finally, and perhaps most importantly, the entire memo itself is completely unprofessional. Even in the face of a stressful situation, it is important for those in the business world to remain calm in prose; however, this memo is filled with accusatory and condescending language, and is sure to upset every employee that reads it. In light of these reasons, it is clear that this memo is very ineffective.

3. Revise the memo.- MEMOTO: All EmployeesFROM: R. Smith, Personnel DirectorDATE: December 28, 2008SUBJECT: Time Cards

Hello everyone,

Beginning next Monday, a new monitoring system will be implemented throughout this place of business. Video cameras will be installed at all entrances to the building, and every employee’s entry and exit times will be logged each time personal electronic key cards are used to enter or leave the building.

These changes are in light of some recent problems the company has been having with the accuracy of time cards. While mistakes naturally occur on occasion, there have been a few instances where late arrivals have not reported and late lunches go unaccounted for. To keep events such as these from happening in the future, it is in the best interest of this business to take every preventative measure possible to keep everyday operations running smoothly.

This new system is in the best interest of both the company and the employees, and will ensure that things stay fair on both sides.

Sincerely,R. SmithPersonnel Director

2. (1.5 Points) Essay question: Question 11 on Page 244 in textbook Got it Covered? Letter from American Express about SUV rentals

- American Express Company Consumer Affairs Office

200 Vesey Street, New York, New York 10285 212-640-2000 www.americanexpress.com

Date Customer Name [from database] Address City, Zip Re: Rental Car Coverage

Dear [Name from database]:

We here at American Express realize that summer is rapidly approaching, and for many people that means vacations are on the horizon. To ensure that your trip goes as smoothly as possible both during and after the fun, we urge you to check a couple of things before you make your arrangements; more specifically, we urge you to check your rental car coverage with both your primary auto insurer and American Express.

When you use your American Express card to pay for your rental, we offer you secondary protection that generally covers any remaining, unpaid damages that your primary insurer does not cover. The type of protection you receive varies depending on the type of card you have: American Express Green and Gold cards provide secondary coverage up to $55,000, and the Platinum card extends that to $75,000.

We find that the greatest source of confusion stems from vehicle upgrades. Please be aware that there are certain vehicles that are not covered whatsoever by American Express, such as:

ENC 3250 Samantha OuimetteExercise 3/25/2012

1. Large SUVs (Ford Expedition, GMC Yukon, Chevrolet Suburban, etc.)

2. High-value, special interest, or exotic cars (Ferraris, Maseratis, Rolls-Royces, etc.)

In light of this, we advise you against renting vehicles that are larger or more luxurious than what you really require. In addition, we also encourage you to consider paying the rental agency’s daily loss waiver fees (most range from $10 to $25 extra per day) so that in case of any mishap you will be able to walk away with no liability. If you choose to not purchase the waiver, American Express is not responsible for any “loss of vehicle use fees” based on the respective agency’s revenue losses while the car is in the repair shop.

American Express wishes you safe travels wherever you choose to go this summer, and as always, we appreciate and value your business. Please do not hesitate to contact us at the number above with any additional questions or concerns.

Samantha A. Ouimette Assistant VP, Customer Service

3. (1.5 points) Essay question: Question 23 on Page 290

JUGGLING DIVERSITY AND PERFORMANCE: Memo giving a negative performance review at SBC Pacific Bell

- SBC PACIFIC BELL MEMO To: Jorge Guiterrez, Customer Accounts Associate From: Margaret de la Rosa, Billing Adjustments Supervisor Date: July 13, 2007 Subject: Performance review

Dear Mr. Guiterrez,

I am writing this memo in response to your recent performance here at SBC Pacific Bell. You are truly a valued member of this corporation, and your work ethic and ability are very impressive. In a record amount time you have entered and tested complex price changes as well as mastered the challenges of our monumental computerized billing software, and you should rest assured that these accomplishments certainly have not gone unnoticed within our department.

However, in addition to all of your achievements here, it has been brought to my attention several times that there are various outside factors that are frequently distracting you from your work duties. I know how important family is to you, and that you have been trying to balance those close ties with your professional life so that both areas are satisfied. This is naturally a difficult task, and your struggle with it is something that is affecting both your personal life and your work life; this is something that must change.

As your supervisor, I would personally like to assist you in helping to resolve this issue. I know you are hesitant to shut off your cell phone during work hours in case someone in your family needs you; perhaps you could leave your phone on vibrate and only answer those calls which are important. When you are forced to take an important phone call, it would be best for you to find a private place to do it so that your fellow employees are not distracted. I’m sure you also have many ideas as to how to fix this problem in a way that is both suitable for you and the company, and I am open to any and all suggestions.

I am confident that this issue can be resolved in two weeks time. I will be checking in with you periodically over these next few days to see how things are going concerning this situation, and I encourage you to do the same with me should you have any questions or concerns. Please know that you have my full support in this, and I will do whatever I can to help.

Once again, thank you for all of your hard work at SBC Pacific Bell. I am grateful to have someone of your caliber working in my department.

Sincerely,Margaret de la RosaBilling Adjustments Supervisor

4. (1.5 points): Question 12.7 on Page 390

ENC 3250 Samantha OuimetteExercise 3/25/2012

Selecting the Right Chart- To show trends in one or more variables or the relationship between those variables over time (in this case, seasons), and to compare two or more sets of data like the figures presented within the table, it is best to use a line chart and/or a bar chart.

Spring Summer Autumn Winter0

50

100

150

200

250

Store Sales in 2007

Home ElectronicsComputersAppliances

Reve

nue

(in $

Tho

usan

ds)

Home Electronics Computers Appliances0

50

100

150

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250

Store Sales in 2007

SpringSummerAutumnWinter

Reve

nue

(in $

Tho

usan

ds)

5. (1.5 points) Essay question: Question 12.8 on Page 391

Creating Maps-

The proposed two new car wash locations are indicated by the “1” and “2” blue markers on the map. They are to be located in the 53rd most populous county in the United States, Pinellas County, with radii that cover the vast majority of the county’s area. On the map, four-mile radii are red, six miles blue, eight miles green, and ten miles yellow; the percentage of customers that live within the confines of each radius are labeled within it. These two locations are easily accessible to all who live within the county, specifically those who live in densely populated residential areas.

6. (1.5 points) Essay question: Question 13.13 on Page 422 Organizing Reports: Structuring Analytical Reports

a. Which approach (focus on conclusions, recommendations, or logical arguments) will you use to structure your report to the president? Why?-The approach that I will use for my report to the president is to focus on logical arguments. In light of the fact that the president may be skeptical at first to shut down an entire plant, it is important that I take an indirect approach and logically build towards my recommendation of shutting down the California plant. More specifically, I will utilize the “2 + 2 Approach”, which will allow me to convince the president of my point of view by demonstrating that all of analytical evidence adds up to my recommendation.

ENC 3250 Samantha OuimetteExercise 3/25/2012

b. Suppose this report were to be circulated to plant managers and supervisors instead. What changes, if any, might you make in your approach?- If this report were instead circulated to plant managers and supervisors, I would still utilize the same focus on logical arguments as my general approach as it is designed for hostile readers as well as skeptical ones, which is the audience I would be targeting in a case such as this. The only change I would make is in place of using the more specific “2 + 2 = 4 Approach”, I would instead use “The Yardstick Approach” so that I can measure up all the alternatives to my recommendation against the same the same criteria and through logic show the plant managers and supervisors that what I’ve recommended is the right course of action for the company.

c. List some conclusions that you might draw from the preceding information to use in your report. - From the information above, there are several conclusions that can be drawn:

1. It will save the company money to close the California plant as shutting it down will increase productivity at the Georgia plant, reduce overall labor costs, and cut back on tax expenses significantly. 2. The company will generate revenue from this move, as the sale of the land on which the California plant currently stands is now worth more than twelve times what was originally paid for it. 3. Though there will be an initial cost of closing the California plant, the overall financial implications of this decision will be very much in favor of the company.

d. Using the structure you selected for your report to the president, draft a final report outline with first and second-level informative headings.- Main Idea: We should close the California plant and focus on specializing production at our Georgia plant.

I. IntroductionII. Cost Reduction

A. Increases productivity by 17 percentB. Reduces labor costs by 20 percent

1. Total labor savings of $1 million per yearC. Annual local tax savings of $120,000

1. Georgia has a more favorable tax climate III. Increased Revenue

A. Sale of Pomona, California land1. Purchased in 1952 for $200,0002. Current market value $2.5 million3. Net profit (after capital gains tax) over $1 million

B. Sale of plant and equipment IV. Minimal Losses

A. Cost of closing California plant1. Relocation costs of $100,0002. Severance payments totaling $150,000

V. Recommendations A. Close the California plant

1. Lay off 75 workers2. Transfer five workers to Georgia

B. Specialize production at Georgia plant1. Hire 45 new workers2. Plant requires 150 workers

7. (3 points) Essay Question: (Length – 928 Words) (1) Study the Coca-Cola company website and the website of its competitor

Pepsi.(2) Compose an essay, analyzing and comparing three aspects of the Coca-

Cola website and Pepsi website.- When considering the topic of communication and how it affects the lives and interpersonal relationships of people within every society, the Greek philosopher Epictetus remarked that it is important to “First learn the meaning of what you say, and then speak.” This sentiment was just as true in ancient Greece as it is in today’s world, where every word both spoken and written is weighed by its audience and the orator is judged accordingly; communication within the business sphere is certainly no exception. Corporations must carefully consider what words and images to use within their advertisements, both for effectiveness and concerns for ethical communication, and that attention to communication naturally trickles down to the internal aspects of the company. In addition, each company’s method of communication is different; what may work for one may not work for the clients of the other, and thus each business must find the methods of communication that work best for its needs. By analyzing the websites of the two giants of the soda business, Coca-Cola and Pepsi, and comparing the use of intercultural communication, organization, and visual communication found on both, one is able to gain a greater understanding of how important communication is in the business world, and how that communication has the ability to greatly differ among companies.

To begin with, while the headquarters of both Coca-Cola and Pepsi may be located within the United States, they both produce products that are consumed throughout the world. In light of this, both companies must make

ENC 3250 Samantha OuimetteExercise 3/25/2012

their websites accessible to those people who purchase their products outside of the U.S. When one access the Coca-Cola website (presumably from within the United States), the website is automatically suited for “Coke in the USA”; however, directly to the right of that label is the option to change the country, which will bring up options to change to any country in the world with a coke website tailored specifically for it. Finding this same option on the Pepsi website is a bit more difficult, however; the website does not prominently feature the option to change countries, but rather has “Pepsi Global” listed at the bottom of the page in fine print along with links to its terms and conditions and privacy policy. It is clear that the Coca-Cola Company puts a heavy value on intercultural communication, while Pepsi is primarily focused on appealing to its American demographic (its company colors are, after all, red, white, and blue) on its website.

Next, it is the goal of most companies to make their websites as accessible and organized for the general public as possible; the websites of both Coca-Cola and Pepsi are no exception. The main pages of both websites clearly involve as little reading as possible, and what reading they do involve are cleverly intertwined with colorful advertisements and interesting videos. The Coca-Cola website is more difficult to navigate if you are looking to read about the history of the company or are interested in a career with them, as these things are listed at the bottom of the page. In contrast, the Pepsi website is very organized and has links to its history, current adverts being circulated, and career opportunities featured directly along the top-right of the page. These different organizations convey that each company wants to put a specific emphasis on different things: Coca-Cola wants to focus on conveying information through graphics and social networking, while Pepsi is focused on getting the word about their company out there directly.

Finally, visual communication is one of the primary ways companies are now using to connect with their intended audiences across the globe. Consequently, this is the form of communication that is used similarly in both the Coca-Cola Company and Pepsi. When you enter the Coca-Cola website, you are immediately greeted with pictures of polar bears, a reflection of the company’s latest project intended to help save the bear’s arctic environment, as well as its classic logo and various pictures of the product itself. The Pepsi website takes a more direct approach: upon first entering the website, one is immediately met with an advertisement for its latest product, “Pepsi Next”; after clicking through to the website’s main page, there are pictures of Pepsi’s celebrity endorsers enjoying the soft drink as well as pictures of the product

with partners like Kentucky Fried Chicken. Despite the difference in the actual visuals themselves, it is clear that both Coca-Cola and Pepsi rely heavily on visual communication to promote their respective products to potential consumers.

Choosing the right words to say and knowing exactly when the appropriate time is to say them is truly something that takes much thought and attention to detail. The business world is no stranger to this, as seen in the examples of the Coca-Cola and Pepsi websites. After observing both of these web pages, it is clear that though these two companies are competitors within the same market, they approach communication in very different ways: one company focuses on appealing to a global market, while the other concentrates its efforts at home; one company has its website very organized and structured, while the other prefers to have a website that focuses more on luring viewers in with graphics and videos. After analyzing both websites and observing how each of them utilizes intercultural communication, organization, and visual communication, it is clear that although both Coca-Cola and Pepsi are diverse in their uses of communication, both companies have discovered the types of communication that work best for them, and thus both have come to know great success.

(3) Any improvements you want to make to each of the two websites?- I think these two companies could both learn things from each other’s websites. Coca-Cola is clearly the leader of the two when it comes to intercultural communication and making information about its products accessible to cultures throughout the world, but perhaps the website would benefit from taking a page out of Pepsi’s book and making information about the company itself easier to find. In addition, Pepsi is clearly the more organized of the two websites with how easily one is able to access information about the history of the company and its products, but they lack the sense of globalization that Coca-Cola has developed so well and has thus made it such a world-wide staple. As competitors, both Coca-Cola and Pepsi realize that each company must continually keep up with the other in order to stay afloat; by taking cues from each other off of such things as their respective websites, they will be more apt to do just that.