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QXD 11/20/10 4:05 PM Page iii

Business
Communication
Essentials
FIFTH EDITION

Courtland L. Bove
Professor of Business Communication
C. Allen Paul Distinguished Chair
Grossmont College

John V. Thill
Chairman and Chief Executive Officer
Global Communication Strategies

Prentice Hall
Boston Columbus Indianapolis New York San Francisco Upper Saddle River
Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal
Toronto Delhi Mexico City Sao Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM Page v

Contents in Brief
Preface xii
Prologue P-1

unit 1 BUSINESS COMMUNICATION FOUNDATIONS 1

CHAPTER 1 Understanding Business Communication in Todays Workplace 2
CHAPTER 2 Mastering Team Skills and Interpersonal Communication 29

unit 2 THE THREE-STEP WRITING PROCESS 49

CHAPTER 3 Planning Business Messages 50
CHAPTER 4 Writing Business Messages 71
CHAPTER 5 Completing Business Messages 95

unit 3 BRIEF BUSINESS MESSAGES 119

CHAPTER 6 Crafting Messages for Electronic Media 120
CHAPTER 7 Writing Routine and Positive Messages 153
CHAPTER 8 Writing Negative Messages 180
CHAPTER 9 Writing Persuasive Messages 209

unit 4 LONGER BUSINESS MESSAGES 237

CHAPTER 10 Understanding and Planning Reports and Proposals 238
CHAPTER 11 Writing and Completing Reports and Proposals 267
CHAPTER 12 Developing Oral and Online Presentations 319

unit 5 EMPLOYMENT MESSAGES AND

JOB INTERVIEWS 347
CHAPTER 13 Building Careers and Writing Rsums 348
CHAPTER 14 Applying and Interviewing for Employment 374

APPENDIX A Format and Layout of Business Documents A-1

APPENDIX B Documentation of Report Sources A-17
APPENDIX C Correction Symbols A-23

Video Guide VG-1

Handbook of Grammar, Mechanics, and Usage H-1
Answer Key AK-1
References R-1
Acknowledgments AC-1
Index I-1

v
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM Page vi

Contents
Preface xii Social Networks and Virtual Communities 32
Prologue P-1 Givingand Responding toConstructive
Feedback 33
Making Your Meetings More Productive 33
unit 1 BUSINESS COMMUNICATION Preparing for Meetings 33
FOUNDATIONS 1 Conducting and Contributing to Efficient Meetings 33
Using Meeting Technologies 34
CHAPTER 1Understanding Business Improving Your Listening Skills 36
Communication in Todays Workplace 2 Recognizing Various Types of Listening 37
Understanding the Listening Process 38
Understanding Why Communication Matters 3 Overcoming Barriers to Effective Listening 38
Communication Is Important to Your Career 3 Improving Your Nonverbal Communication Skills 39
Communication Is Important to Your Company 3
What Makes Business Communication Effective? 4 Developing Your Business Etiquette 40
Business Etiquette in the Workplace 41
Communicating in Todays Global Business Business Etiquette in Social Settings 41
Environment 5 Business Etiquette Online 42
Understanding What Employers Expect from You 5
Communicating in an Organizational Context 5 Chapter Review and Activities 43
Adopting an Audience-Centered Approach 6 Test Your Knowledge 44
Apply Your Knowledge 44
Exploring the Communication Process 7
Practice Your Skills 45
The Basic Communication Model 7
Expand Your Skills 47
The Social Communication Model 8
Improve Your Grammar, Mechanics, and Usage 47
Committing to Ethical Communication 10
Distinguishing Ethical Dilemmas from Ethical Lapses 11
Making Ethical Choices 11 unit 2 THE THREE-STEP
Communicating in a World of Diversity 11 WRITING PROCESS 49
The Advantages and Challenges of a Diverse
Workforce 12 CHAPTER 3 Planning Business
Key Aspects of Cultural Diversity 12 Messages 50
Advice for Improving Intercultural Communication 14
Understanding The Three-Step Writing
Using Communication Technology Effectively 20
Process 51
Keeping Technology in Perspective 20
Using Tools Productively 21 Analyzing the Situation 52
Guarding Against Information Overload 21 Defining Your Purpose 52
Reconnecting with People Frequently 21 Developing an Audience Profile 53
Chapter Review and Activities 22 Gathering Information 54
Test Your Knowledge 23 Uncovering Audience Needs 54
Apply Your Knowledge 23 Providing Required Information 55
Practice Your Skills 23 Selecting the Right Medium 55
Expand Your Skills 25 Oral Media 55
Improve Your Grammar, Mechanics, and Usage 26 Written Media 55
Visual Media 56
CHAPTER 2 Mastering Team Skills and Electronic Media 57
Interpersonal Communication 28 Factors to Consider When Choosing Media 58
Organizing Your Message 59
Communicating Effectively in Teams 29
Defining Your Main Idea 60
Advantages and Disadvantages of Teams 29
Limiting Your Scope 60
Characteristics of Effective Teams 29
Choosing Between Direct and Indirect Approaches 61
Collaborating on Communication Efforts 30 Outlining Your Content 62
Guidelines for Collaborative Writing 30 Building Reader Interest with Storytelling
Technologies for Collaborative Writing 30 Techniques 63

vi
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Chapter Review and Activities 66
Test Your Knowledge 66
Apply Your Knowledge 66
Practice Your Skills 67
Expand Your Skills 69
Improve Your Grammar, Mechanics, and Usage 69
CHAPTER 4 Writing Business
Messages 71
Being Sensitive to Your Audiences Needs 72
Adopting the You Attitude 72
Maintaining Standards of Etiquette 72
Emphasizing the Positive 74
Using Bias-Free Language 74
Building Strong Relationships with Your
Audience 76
Establishing Your Credibility 76
Projecting Your Companys Image 77
Controlling Your Style and Tone 77
Creating a Conventional Tone 77
Using Plain Language 79
Selecting Active or Passive Voice 79
Composing Your Message: Choosing
Powerful Words 80
Balancing Abstract and Concrete Words 80
Finding Words That Communicate Well 81
Composing Your Message: Creating Effective
Sentences 83
Choosing from the Four Types of Sentences 83
Using Sentence Style to Emphasize Key Thoughts 84
Composing Your Message: Crafting Coherent
Paragraphs 84
Understanding the Elements of a Paragraph 84
Developing Paragraphs 86
Using Technology to Compose and Shape Your
Messages 87
Chapter Review and Activities 88
Test Your Knowledge 89
Apply Your Knowledge 89
Practice Your Skills 89
Expand Your Skills 93
Improve Your Grammar, Mechanics, and Usage 93
CHAPTER 5 Completing Business
Messages 95
Revising Your Message: Evaluating
The First Draft 96
Evaluating Your Content, Organization, and
Tone 96
Evaluating, Editing, and Revising the Work of
Other Writers 97
Revising to Improve Readability 97
Varying Your Sentence Length 97
Keeping Your Paragraphs Short 98
Contents vii
Using Lists and Bullets to Clarify and Emphasize 98
Adding Headings and Subheadings 98
Editing For Clarity and Conciseness 98
Editing for Clarity 98
Editing for Conciseness 100
Using Technology to Revise Your Message 104
Producing Your Message 105
Designing for Readability 105
Designing Multimedia Documents 107
Using Technology to Produce Your Message 109
Proofreading Your Message 109
Distributing Your Message 111
Chapter Review and Activities 111
Test Your Knowledge 112
Apply Your Knowledge 112
Practice Your Skills 112
Expand Your Skills 115
Improve Your Grammar, Mechanics, and Usage 115
unit 3 BRIEF BUSINESS
MESSAGES 119
CHAPTER 6 Crafting Messages for
Electronic Media 120
Using Electronic Media for Business
Communication 121
Media Choices for Brief Messages 121
The Human Side of Electronic Communication 123
Compositional Modes for Electronic Media 123
Communicating on Networking, UGC, and
Community Q&A Sites 124
Social Networks 125
User-Generated Content Sites 130
Community Q&A Sites 130
Creating Effective E-Mail Messages 130
Planning E-Mail Messages 131
Writing E-Mail Messages 131
Completing E-Mail Messages 132
Creating Effective Instant Messages and Text
Messages 133
Understanding the Benefits and Risks of IM 134
Adpating the Three-Step Process for
Successful IM 134
Creating Effective Business Blogs 136
Understanding the Business Applications of
Blogging 136
Adapting the Three-Step Process for Successful
Blogging 137
MIcroblogging 140
Creating Effective Podcasts 141
Understanding the Business Applications of
Podcasting 141
Adapting the Three-Step Process for Successful
Podcasting 141
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viii Contents
Chapter Reivew and Activities 143
Test Your Knowledge 144
Apply Your Knowledge 144
Practice Your Skills 144
Expand Your Skills 147
Cases 148
Improve Your Grammar, Mechanics, and Usage 151
CHAPTER 7 Writing Routine and Positive
Messages 153
Strategy for Routine Requests 154
Stating Your Request Up Front 154
Explaining and Justifying Your Request 155
Requesting Specific Action in a Courteous Close 155
Common Examples of Routine Requests 155
Asking for Information or Action 155
Asking for Recommendations 155
Making Claims and Requesting Adjustments 157
Strategy for Routine Replies and Positive
Messages 157
Starting with the Main Idea 157
Providing Necessary Details and Explanation 160
Ending with a Courteous Close 160
Common Examples of Routine Replies
and Positive Messages 160
Answering Requests for Information or Action 160
Granting Claims and Requests for Adjustment 160
Providing Recommendations and References 164
Creating Information Messages 164
Announcing Good News 165
Fostering Goodwill 166
Chapter Review and Activities 170
Test Your Knowledge 170
Apply Your Knowledge 170
Practice Your Skills 171
Expand Your Skills 173
Cases 174
Improve Your Grammar, Mechanics, and Usage 178
CHAPTER 8 Writing Negative
Messages 180
Using the Three-Step Writing Process for Negative
Messages 181
Step 1: Planning Negative Messages 181
Step 2: Writing Negative Messages 182
Step 3: Completing Negative Messages 182
Using the Direct Approach for Negative
Messages 182
Opening with a Clear Statement of the Bad News 183
Providing Reasons and Additional Information 183
Closing on a Positive Note 184
Using the Indirect Approach for Negative
Messages 184
Opening with a Buffer 184
Providing Reasons and Additional Information 185
Continuing with a Clear Statement of the Bad News 186
Closing on a Positive Note 187
Sending Negative Messages on Routine Business
Matters 187
Making Negative Announcements on Routine Business
Matters 187
Refusing Routine Requests 188
Handling Bad News About Transactions 188
Refusing Claims and Requests for Adjustment 188
Sending Negative Employment Messages 192
Refusing Requests for Recommendation Letters 192
Rejecting Job Applications 192
Giving Negative Performance Reviews 194
Terminating Employment 194
Sending Negative Organizational News 195
Responding to Negative Information in a Social
Media Environment 196
Chapter Review and Activities 198
Test Your Knowledge 199
Apply Your Knowledge 199
Practice Your Skills 199
Expand Your Skills 201
Cases 202
Improve Your Grammar, Mechanics, and Usage 206
CHAPTER 9 Writing Persuasive
Messages 209
Using the Three-Step Writing Process for
Persuasive Messages 210
Step 1: Planning Persuasive Messages 210
Step 2: Writing Persuasive Messages 212
Step 3: Completing Persuasive Messages 213
Developing Persuasive Business Messages 213
Framing Your Arguments 213
Balancing Emotional and Logical Appeals 215
Reinforcing Your Position 215
Anticipating Objections 216
Avoiding Common Mistakes in Persuasive
Communication 216
Common Examples of Persuasive Business
Messages 216
Persuasive Requests for Action 217
Persuasive Presentation of Ideas 217
Persuasive Claims and Requests for Adjustments 217
Developing Marketing and Sales Messages 217
Assessing Audience Needs 218
Analyzing Your Competition 219
Determining Key Selling Points and Benefits 219
Anticipating Purchase Objections 219
Crafting a Persuasive Appeal 220
Writing Promotional Messages for Social
Media 223
Maintaining High Ethical and Legal
Standards 225
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Chapter Review and Activities 226
Test Your Knowledge 227
Apply Your Knowledge 227
Practice Your Skills 227
Expand Your Skills 230
Cases 231
Improve Your Grammar, Mechanics, and Usage 235
unit 4 LONGER BUSINESS
MESSAGES 237
CHAPTER 10 Understanding and Planning
Reports and Proposals 238
Applying the Three-Step Writing Process to
Reports and Proposals 239
Analyzing the Situation 240
Gathering Information 242
Selecting the Right Medium 242
Organizing Your Information 243
Supporting Your Messages with Reliable
Information 243
Planning Your Research 244
Locating Data and Information 244
Evaluating Information Sources 245
Using Your Research Results 245
Conducting Secondary Research 247
Finding Information at a Library 247
Finding Information Online 247
Documenting Your Sources 249
Conducting Primary Research 249
Conducting Surveys 249
Conducting Interviews 250
Planning Informational Reports 250
Organizing Informational Reports 251
Organizing Website Content 251
Planning Analytical Reports 253
Focusing on Conclusions 253
Focusing on Recommendations 254
Focusing on Logical Arguments 255
Planning Proposals 255
Chapter Review and Activities 259
Test Your Knowledge 260
Apply Your Knowledge 260
Practice Your Skills 260
Expand Your Skills 262
Cases 262
Improve Your Grammar, Mechanics, and Usage 265
CHAPTER 11 Writing and Completing
Reports and Proposals 267
Writing Reports and Proposals 268
Adapting to Your Audience 268
Composing Reports and Proposals 268
Page ix
Contents ix
Drafting Online Content 276
Collaborating on Wikis 277
Understanding the Wiki Philosophy 277
Adapting the Three-Step Process for Successful
Wiki Writing 277
Illustrating Your Reports with Effective
Visuals 278
Choosing the Right Visual for the Job 279
Designing Effective Visuals 286
Completing Reports and Proposals 287
Revising Reports and Proposals 287
Producing a Formal Report 287
Producing a Formal Proposal 303
Proofreading Reports and Proposals 305
Distributing Your Reports and Proposals 308
Chapter Review and Activities 309
Test Your Knowledge 310
Apply Your Knowledge 310
Practice Your Skills 310
Expand Your Skills 311
Cases 312
Improve Your Grammar, Mechanics, and Usage 317
CHAPTER 12 Developing Oral and Online
Presentations 319
Planning a Presentation 320
Analyzing the Situation 321
Selecting the Right Medium 321
Organizing Your Presentation 321
Developing a Presentation 326
Adapting to Your Audience 326
Composing Your Presentation 326
Enhancing Your Presentation with Effective
Visuals 328
Choosing Structured or Free-Form Slides 329
Writing Readable Content 330
Designing Graphics for Slides 331
Selecting Design Elements 332
Adding Animation and Multimedia 333
Completing a Presentation 333
Finalizing Slides and Support Materials 333
Choosing Your Presentation Method 334
Practicing Your Delivery 336
Delivering a Presentation 336
Overcoming Anxiety 336
Handling Questions Responsively 337
Embracing the Backchannel 338
Giving Presentations Online 339
Chapter Review and Activities 340
Test Your Knowledge 341
Apply Your Knowledge 341
Practice Your Skills 341
Expand Your Skills 342
Cases 343
Improve Your Grammar, Mechanics, and Usage 343
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM
x Contents
unit 5 EMPLOYMENT MESSAGES
AND JOB INTERVIEWS 347
CHAPTER 13Building Careers and Writing
Rsums 348
Finding the Ideal Opportunity in Todays Job
Market 349
Writing the Story of You 349
Learning to Think Like an Employer 349
Researching Industries and Companies of Interest 349
Translating Your General Potential into a Specific
Solution for Each Employer 351
Taking the Initiative 351
Building Your Network 351
Seeking Career Counseling 352
Avoiding Mistakes 352
Planning Your Rsum 353
Analyzing Your Purpose and Audience 354
Gathering Pertinent Information 354
Selecting the Best Medium 354
Organizing Your Rsum Around Your Strengths 354
Addressing Areas of Concerns 357
Writing Your Rsum 358
Keeping Your Rsum Honest 358
Adapting Your Rsum to Your Audience 359
Composing Your Rsum 359
Completing Your Rsum 363
Revising Your Rsum 363
Producing Your Rsum 363
Proofreading Your Rsum 367
Distributing Your Rsum 367
Chapter Review and Activities 368
Test Your Knowledge 369
Apply Your Knowledge 369
Practice Your Skills 369
Expand Your Skills 370
Cases 371
Improve Your Grammar, Mechanics, and Usage 371
Applying and Interviewing for
CHAPTER 14
Employment 374
Submitting Your Rsum 375
Writing Application Letters 375
Following Up After Submitting a Rsum 379
Page x
Understanding the Interviewing Process 380
The Typical Sequence of Interviews 380
Common Types of Interviews 380
Interview Media 381
What Employers Look for in an Interview 383
Preemployment Testing and Background Checks 383
Preparing for a Job Interview 384
Learning About the Organization 384
Thinking Ahead About Questions 384
Bolserting Your Confidence 385
Polishing Your Interview Style 386
Presenting a Professional Image 388
Being Ready When You Arrive 389
Interviewing for Success 390
The Warm-Up 390
The Question-and-Answer Stage 390
The Close 391
Interview Notes 392
Following Up After an Interview 392
Thank-You Message 392
Message of Inquiry 392
Request for a Time Extension 393
Letter of Acceptance 394
Letter of Declining a Job Offer 395
Letter of Resignation 395
Chapter Review and Activities 396
Test Your Knowledge 396
Apply Your Knowledge 396
Practice Your Skills 397
Expand Your Skills 398
Cases 399
Improve Your Grammar, Mechanics, and Usage 400
APPENDIX A Format and Layout of Business
Documents A-1
APPENDIX B Documentation of Report
Sources A-17
APPENDIX C Correction Symbols A-23
Video Guide VG-1
Handbook of Grammar, Mechanics, and Usage H-1
Answer Key AK-1
References R-1
Acknowledgments AC-1
Index I-1
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM Page xi

Real-Time UpdatesLearn More

Real-Time Updates Learn More is a unique feature that students will see strategically located throughout the text,
connecting them with dozens of carefully selected online media items. These elementscategorized by the icons shown
below representing podcasts, PDF files, articles/websites, videos, and PowerPoint presentationscomplement the texts
coverage by providing contemporary examples and valuable insights from successful professionals.

Smart advice for brainstorming sessions 60

REAL-TIME UPDATES Wrap your mind around mind mapping 60
Learn More by Reading This Article Get helpful tips on creating an outline for
any project 62
Practical advice for thorough proofreading 110
Guidelines for trouble-free blogging 10
Take the quiz: Are you an ethical decision maker? 11
Building credibility online 77
Grammar questions? Click here for help 90 REAL-TIME UPDATES
Integrating social media in a global corporation 121 Learn More by Reading This PDF
Tweets from the boss: CEOs on Twitter 141
Get expert tips on writing (or requesting) a letter of
recommendation 164 Steps you can take to help reduce information
Simple rules for writing effective thank-you notes 168 overload 21
Make sure your logic can stand on solid ground 215 Social networks for professionals 32
See your way into the invisible Internet 248 Get detailed advice on using bias-free language 75
Get to the CORE of online research 248 See why visual design is a lot more than just
Get clear answers to murky copyright questions 249 eye candy 279
Step-by-step advice for developing a
successful business plan 251
Data Visualization and Infographics Gateway: REAL-TIME UPDATES
A comprehensive collection for business Learn More by Watching This Video
communicators 283
100 Twitter tools for job searchers 351
Follow these people to a new career 352 Step-by-step advice for recording your first
Try these Facebook applications in your job search 353 podcast 142
Find the keywords that will light up your rsum 360 Take some of the sting out of delivering bad news 192
How much are you worth? 379 Persuasion skills for every business professional 212
Tips and techniques for writing business
proposals 272
REAL-TIME UPDATES Way beyond bullet points: A stunning example
of free-form slide design 330
Learn More by Listening to This Podcast
Maximize the rewards of the backchannel and
minimize the risks 338
Violating ethical expectations in social media 124 Tweet your way to a sweet job 352
Keep audiences engaged with engaging presentations 328 Video interviewing on Skype 382
Study the classics to ace your next interview 385

REAL-TIME UPDATES
Learn More by Watching This Presentation

An in-depth look at intercultural communication 13

Take a fast course in listening skills 38
Dont let etiquette blunders derail your career 43

xi
A01_BOVE9715_05_SE_FMIE.QXD 11/30/10 3:00 PM Page xii

Preface
MAJOR CHANGES AND IMPROVEMENTS IN THIS EDITION
(Please refer to the Instructors Manual for a detailed list of chapter-by-chapter changes and
improvements in the fifth edition.)

Significant content In addition to numerous updates throughout, the following sections are all new or
additions substantially revised with new material:
Understanding Why Communication Matters (in Chapter 1)
The Social Communication Model (in Chapter 1)
The Advantages and Challenges of a Diverse Workforce, including Age
Differences, Religious Differences, and Ability Differences (in Chapter 1)
Guarding Against Information Overload (in Chapter 1)
Characteristics of Effective Teams (in Chapter 2)
Technologies for Collaborative Writing (in Chapter 2)
Social Networks and Virtual Communities (in Chapter 2)
Business Etiquette Online (in Chapter 2)
Building Reader Interest with Storytelling Techniques (in Chapter 3)
Designing Multimedia Documents (in Chapter 5)
Using Electronic Media for Business Communication (in Chapter 6) (new
introduction to topic)
The Human Side of Electronic Communication (in Chapter 6)
Compositional Modes for Electronic Media (in Chapter 6)
Communicating on Networking, UGC, and Community Q&A Sites
(in Chapter 6)
Social Networks
Business Communication Uses of Social Networks
Strategies for Business Communication on Social Networks
User-Generated Content Sites
Community Q&A Sites
New two-page highlight feature: Business Communicators Innovating with
Social Media (in Chapter 6)
Announcing Good News (in Chapter 7)
Giving Negative Performance Reviews (in Chapter 8) (substantially revised)
Responding to Negative Information in a Social Media Environment (in Chapter 8)
Online Monitoring Tools (in Chapter 10)
Data Visualization (in Chapter 11)
Ending with Clarity and Confidence (in Chapter 12)
Choosing Structured or Free-Form Slides (in Chapter 12)
Embracing the Backchannel (in Chapter 12)
Finding the Ideal Opportunity in Todays Job Market (in Chapter 13)
Writing the Story of You (in Chapter 13)
Learning to Think Like an Employer (in Chapter 13)
Translating Your General Potential into a Specific Solution for Each Employer
(in Chapter 13)
Taking the Initiative to Find Opportunities (in Chapter 13)
Building Your Network (in Chapter 13) (substantially revised)
Avoiding the Easily Avoidable Mistakes (in Chapter 13)
Composing Your Rsum (in Chapter 13) (revised with the latest advice on
keywords)
Printing a Scannable Rsum (in Chapter 13) (updated to reflect the decline of
this format)
Creating an Online Rsum (in Chapter 13)
Following Up After Submitting a Rsum (in Chapter 14)

(continued)
xii
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Preface xiii
Major Changes and Improvements in This Edition (continued)
The social media This edition includes up-to-date coverage of the social communication model
revolution that is redefining business communication and reshaping the relationships
between companies and their stakeholders. Social media concepts and
techniques are integrated throughout the book, from career planning to
presentations. Here are some examples:
Social media questions, activities, and cases appear throughout the book,
using Twitter, Facebook, and other media that have taken the business world
by storm in the past couple of years.
More than 30 examples of business applications of social media are illus-
trated and annotated to explain how companies use these tools.
The social communication model is now covered in Chapter 1.
A new two-page feature in Chapter 6 highlights the innovative uses of social
media by a variety of companies.
Social networking sites are now covered as a brief-message medium in
Chapter 6.
The Twitter-enabled backchannel, which is revolutionizing electronic presen-
tations, is covered in Chapter 12.
Social media tools are covered extensively in the career-planning Prologue
and the two employment communication chapters (13 and 14).

Compositional For all the benefits they offer, social media and other innovations place new
modes for electronic demands on business communicators. This edition introduces students to nine
media important modes of writing for electronic media.

Personal branding As the workforce continues to evolve and with the employment likely to remain
unstable for some time to come, it is more important than ever for students to
take control of their careers. An important first step is clarifying and
communicating their personal brands, a topic that is now addressed in the
Prologue and carried through to the employment-message chapters.

Storytelling Storytelling might sound like an odd topic for a business communication
techniques course, but some of the most effective business messages, from advertising to
proposals to personal branding, rely on storytelling techniques.

Full implementation Every aspect of this new edition is organized by learning objectives, from
of objective-driven the chapter content to the student activities in the textbook and online at
learning mybcommlab.com. This structure makes planning and course management
easier for instructors and makes reading, study, and practice easier for students.

Deeper integration This optional online resource now offers even more ways to manage course
with mybcommlab time and student activities (see page i).

Multimedia Students can extend their learning experience with unique Real-Time Updates
resources Learn More media elements that connect them with dozens of handpicked
videos, podcasts, and other items that complement chapter content.

New communication Communication cases give students the opportunity to solve real-world
cases communication challenges using the media skills theyll be expected to have in
todays workplace; more than one-third of the cases are new in this edition.

New figures and More than 50 new figures provide examples of the latest trends in business
more annotated communication. Students can now learn from more than 60 annotated model
model documents documents, ranging from printed letters and reports to websites, blogs, and
social networking sites. These examples feature many companies students
probably recognize, including Adidas, Bigelow Tea, IBM, Patagonia, Red Bull,
Segway, and Zappos.

Critique the This new activity invites students to analyze an example of professional
Professionals communication using the principles learned in each chapter.

Communication Communication skills are the single most important way students can advance
Matters their career prospects. This new chapter-opening feature offers thought-
provoking ideas from successful professionals to help students grasp the
essential value of business communication.
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM Page xiv

xiv Preface

A UNIQUE ONLINE RESOURCE THAT REINFORCES

LEARNING AND KEEPS CONTENT FRESH THROUGHOUT
YOUR ENTIRE COURSE
You no longer need to spend hours of your limited prep time searching for current
examples, discussion materials, and classroom media.
Business Communication Essentials Real-Time Updates solves the age-old problems of
maintaining the currency of textbook content and providing you with a steady stream of
new examples, lecture materials, and media to enliven your classes. This unique suite of web
technologies, developed by the authors, automatically provides weekly content updates,
including podcasts, PowerPoint presentations, online videos, PDF files, and articles. Simply
visit the website whenever you need materialor get new items delivered to your desktop
automatically via RSS newsreader.
You can access Real-Time Updates through mybcommlab or by visiting http://real-
timeupdates.com/bce5.

1 Read messages from the

authors and access over 175
media items available only to
instructors.
(Students have access to their
own messages, assignments,
and media items.)

2 Click on any chapter to see

the updates and media items
for that chapter.

3 Scan headlines and click

on any item of interest to
read the article or download
the media item.
Every item is personally
selected by the authors to
4 Subscribe via RSS to complement the text and
individual chapters to support in-class activities.
get updates automatically
for the chapter youre
currently teaching.

5 Media items are categorized

by type so you can quickly find
podcasts, videos, PowerPoints,
and more.
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM Page xv

Preface xv

TAKE ADVANTAGE OF THE ONLY TEXTBOOK

THAT THOROUGHLY INTEGRATES SOCIAL
MEDIA SKILLS WITH ESSENTIAL
BUSINESS ENGLISH
For the sake of instructors and students everywhere, we are pleased that other textbooks are
trying to catch up to the times with more coverage of the electronic media tools that have
become central to the practice of business communication.
However, many years of leading the market in presenting electronic media usage have
taught us that merely adding a chapter on electronic media to a traditional textbook is not
nearly enough. Electronic and social media are pervasive in business today, so they need to
be thoroughly integrated into the business communication course. Just as significantly, the
fundamental changes wrought by new media need to be integrated throughout the course

1. Various images inside the shed,

such as this photo of company
founder Yvon Chouinard, are
hotspots that pull up stories about
the company, its customers, and
its products.

2. The second screen offers a brief

summary of the story, with just
enough detail to allow site visitors
to grasp the main idea of the story
without giving it all away.

3. The third screen offers a slightly

expanded summary of the story.
Note how this is the story of a 4. Website visitors who want more
single product but also the story of details can view a video or read a
how the companys design story about how Chouinards
philosophy evolved. observation of Nepali porters led
him to create a new product and
change the companys approach to
This multimedia web presentation from Patagonia in Chapter 3 provides a great example of using product design. Persuasive
communication about the product
storytelling in business communication. and the company occurs throughout
this story, but it is subtle and
unobtrusive.
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM Page xvi

xvi Preface

as well, including the way social media are changing the communication process, composi-
tional modes, relationships between senders and receivers, marketing strategies, collabora-
tive writing, oral presentations, job searches, and more.
Beyond the research and presentation of new ideas and tools in our textbooks, we are
among the most active users of social media in the entire field of business communication.
This hands-on experience encompasses both public media and our own media innovations.
Our public presence includes sponsorship of Teaching Business Communication instruc-
tors communities on LinkedIn, Facebook, and other social networks and our new instruc-
tor tips and techniques blog at http://boveeandthillbusinesscommunicationblog.org. The
unique media services we have developed include the Real-Time Updates content-updating
service (http://real-timeupdates.com), the popular Business Communication Headline News
service (http://businesscommunicationheadlinenews.com), and a simulator that lets stu-
dents practice wiki skills in a private and secure environment.
This deep base of experience informs every aspect of the latest edition of Business
Communication Essentials. Of course, media skills are only one element of successful com-
munication. Business Communication Essentials presents these technologies in the context
of proven communication strategies and essential business English skills. The time-tested
three-step writing process is used throughout the text, and every chapter gives students the
opportunity to hone their communication skills and improve their awareness of grammar,
mechanics, and proper usage. Students also get a solid grounding in ethics, etiquette, listen-
ing, teamwork, and nonverbal communication.

Target Audience
With its workbook format and balanced coverage of basic business English, communica-
tion strategies, and cutting-edge technologies, Business Communication Essentials, Fifth
Edition, is ideal for introductory business communication courses in any curriculum, in
any formatin-class, online, or hybrid. Its compact, 14-chapter organization is particularly
well suited to quarter calendars as well as to longer courses in which an instructor wants to
have time available to supplement the text with service projects, business plan development,
or other special activities.
Colleges and universities vary in the prerequisites established for the business commu-
nication course, but we advise at least one course in English composition. Some coursework
in business studies will also give students a better perspective on communication challenges
in the workplace. However, we have taken special care not to assume any in-depth business
experience, so Business Communication Essentials works quite well for students with limited
work experience or business coursework.

Full Support for AACSB Learning Standards

The American Association of Collegiate Schools of Business (AACSB) is a not-for-
profit corporation of educational institutions, corporations, and other organizations
devoted to the promotion and improvement of higher education in business adminis-
tration and accounting. A collegiate institution offering degrees in business adminis-
tration or accounting may volunteer for AACSB accreditation review. The AACSB
makes initial accreditation decisions and conducts periodic reviews to promote contin-
uous quality improvement in management education. Pearson Education is a proud
member of the AACSB and is pleased to provide advice to help you apply AACSB
Learning Standards.
Curriculum quality is one of the most important criteria for AACSB accreditation.
Although no specific courses are required, the AACSB expects a curriculum to include
learning experiences in such areas as
Communication skills Use of information technology
Ethical reasoning Multicultural and diversity awareness
Analytic skills Reflective thinking
Throughout Business Communication Essentials, youll find student exercises and activi-
ties that support the achievement of these important goals.
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM Page xvii

Preface xvii

A TOTAL TEACHING AND LEARNING SOLUTION

Business Communication Essentials is a fully integrated presentation of communication funda-
mentals. The concise, 14-chapter text provides clear advice, numerous examples for students
to follow, and hundreds of student questions, activities, and projects. The integrated work-
book Improve Your Grammar, Mechanics, and Usage appears at the end of every chapter,
with three levels of assessment and skill building in workplace applications and document cri-
tiques. The Handbook of Grammar, Mechanics, and Usage serves as a convenient reference.
These components work together at four levels to provide seamless coverage of the
essentials, from previewing to developing to enhancing to reinforcing:
Previewing. Each chapter prepares students with clear learning objectives, an insightful
Communication Matters quotation, and a brief discussion of how this real-world
example highlights the principles covered in the chapter.
Developing. Chapter content develops, explains, and elaborates on concepts with a con-
cise, carefully organized presentation of textual and visual material. The three-step
process of planning, writing, and completing is clearly explained and reinforced through-
out the text in examples ranging from e-mail messages and formal reports to blog posts
and social networking profiles. With its strong emphasis on exercises to improve grammar,
punctuation, style, usage, and writing skills, this text offers studentsespecially those who
lack proficiency in business Englishthe tools they need to succeed in todays workplace.

The headline doesnt try Fast access to reader

to be clever or cute; comments and a retweet
instead, it instantly button that makes it easy
conveys important for readers to share this
information to readers post via Twitter help
FreshBooks build a
sense of community
The graph shows which One minor improvement
terms generated the would be to label (with
fastest payments words placed directly on
(shortest blue bars) the graph) the two best
and highest percentage combinations, indicated
paid (orange dots) with the green arrows, and
the worst combination,
indicated with the red
circle, to save readers the
time required to interpret
This bold header quickly the meaning of the colors
summarizes the nature and shapes
of the analysis
The opening paragraph
explains the analysis
was undertaken in order
These clearly written to help customers make
paragraphs explain the more money in less
two aspects of the timea vital concern
analysis, and they speak for every business
the same language as
business accounting
professionals Bold terms in the
paragraph correspond to
the variables in the
graph above
The article continues
beyond here, but notice
again the concise, Notice that even though
straightforward wording of the writer uses the word
this subheading (the section we (the company) in
explains that polite wording several places, this
on invoices improves message is fundamentally
customer responsiveness) about you (the customer)

Students can learn from numerous annotated real-life examples, such as this FreshBooks blog post shown
in Chapter 1.
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM Page xviii

xviii Preface

Enhancing. Contemporary examples show students the specific elements that con-
tribute toor detract fromsuccessful messages. More than 60 annotated model doc-
uments, featuring companies across a wide range of industries, demonstrate effective
solutions to a wide variety of real-life communication challenges.
Reinforcing. Student success in any communication course depends on practice,
feedback, analysis, and reinforcement. With hundreds of realistic business English exer-
cises and activities, Business Communication Essentials offers an unparalleled array of
opportunities for students to practice vital skills and put newfound knowledge to
immediate use. These resources are logically sorted by category, including Test Your
Knowledge, Apply Your Knowledge, Practice Your Skills, and Expand Your Skills.
Communication cases, most featuring real companies, encourage students to think
about contemporary business issues as they put their skills to use in a variety of media,
including blogging and podcasting. The integrated workbook Improve Your Grammar,
Mechanics, and Usage further reinforces student skills by helping them assess their cur-
rent knowledge levels, improve individual sentences, and critique documents.
At every stage of the learning experience, Business Communication Essentials provides
the tools that instructors and students need to succeed.

Features That Help Students Build Essential

Knowledge and Skills Previewing Developing Enhancing Reinforcing
Learning objectives (beginning of chapter)
Communication Matters (beginning of
chapter; throughout chapter)
Chapter overviews (beginning of chapter)
Concise presentations of fundamentals
(within chapter)
Three-step writing process diagrams (within
chapter)
Real-life examples (within chapter)
Annotated model documents (within chapter)
Handbook of Grammar, Mechanics, and
Usage (end of book)
Learn More media resources (within chapter)
mybcommlab (online)
Marginal notes (within chapter)
Check Your Progress (end of chapter)
Test Your Knowledge questions (end of
chapter)
Apply Your Knowledge questions (end of
chapter)
Practice Your Skills exercise and activities
(end of chapter)
Expand Your Skills activities (end of
chapter/online)
Improve Your Grammar, Mechanics, and
Usage (end of chapter)
Cases (following Chapters 6, 7, 8, 9, 10, 11,
13, and 14)
Document Makeovers (online)
Interactive Study Guide (online)
Peak Performance Grammar and
Mechanics (online)
Bove/Thill wiki simulator (online)
Downloadable Quick Learning Guides (online)
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM Page xix

Preface xix

UP-TO-THE-MINUTE CONTENT WITH CONTINUOUS

UPDATES
Bove/Thill texts integrate print and online media in unprecedented ways to create a
standout instructional package. In the past, it was virtually impossible to keep text content
up to date and to provide instructors with lecture material on late-breaking business
events and trends. The unique electronic update service Real-Time Updates uses web
and newsfeed technologies to meet both challenges.
We provide online updates to key content areas every weekday during the school
year, so students and instructors are always kept up to date on important topics.
At strategic points in every chapter, students are directed to the Real-Time Updates
website to learn about the latest news or a major event pertaining to a particular aspect
of the chapter.

UNMATCHED COVERAGE OF ESSENTIAL

COMMUNICATION TECHNOLOGIES
Bove and Thill continues to lead the field with its unmatched coverage of communication
technologies, reflecting the expectations and opportunities in todays workplace:
aggregators interactivity social bookmarking
applicant tracking systems Internet telephony (VoIP) social commerce
assistive technologies interview simulators social media
automated bots intranets social media news releases
automated reputation analysis knowledge management systems social media rsums
backchannel lifestreaming social networking
blogs linked and embedded documents syndication of social media content
cloud computing location-based social networking tagging
community Q&A websites media curation templates and style sheets
computer animation microblogs teleconferencing and telepresence
content management systems mobile blogs text messaging
crowdsourcing multimedia documents translation software
data visualization multimedia presentations unified communications
digital image manipulation multimedia rsums user-generated content websites
electronic documents newsfeeds video blogs
electronic forms online brainstorming systems video interviews
electronic presentations online research techniques video podcasts
electronic rsum production online survey tools video rsums
e-mail online video videoconferencing
e-mail hygiene podcasts virtual communities
enterprise instant messaging PowerPoint animation virtual meetings
e-portfolios Really Simple Syndication (RSS) virtual whiteboards
extranets research management software virtual worlds
geographic information systems screencasts Web 2.0
groupware and shared online search and metasearch engines web content management systems
workspaces search engine optimization web directories
information architecture security and privacy concerns in webcasts
instant messaging electronic media website accessibility
intellectual property rights sentiment analysis wikis
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM Page xx

xx Preface

COURSE PLANNING GUIDE

Although Business Communication Essentials follows a conventional sequence of topics, it is struc-
tured so that you can address topics in whatever order best suits your needs. For instance, if you
want to begin by reviewing grammar, you can ask students to read Chapter 5,Completing
Business Messages and then the Handbook of Grammar, Mechanics, and Usage. Conversely, if
you want to begin with employment-related communication, you can start with the Prologue,
Building a Career with Your Communication Skills, followed by Chapters 13 and 14.
The following table suggests a sequence and a schedule for covering the chapters in the
textbook, with time allocations based on the total number of class hours available.

Hours Devoted to Each Chapter

30-Hour 45-Hour 60-Hour
Chapter Number and Title Course Course Course
Prologue: Building a Career with Your 0.5 0.5 0.5
Communication Skills
1 Understanding Business Communication in Todays 1 1 1
Workplace
2 Mastering Team Skills and Interpersonal 2 2 2
Communication
3 Planning Business Messages 2 3 4
4 Writing Business Messages 2 3 4
C Correction Symbols 0.5 0.5 0.5
5 Completing Business Messages 2 3 4
Handbook of Grammar, Mechanics, and Usage 1 2 2
6 Crafting Messages for Electronic Media 2 3 6
A Format and Layout of Business Documents 1 1 1
7 Writing Routine and Positive Messages 2 2 3
8 Writing Negative Messages 2 2 3
9 Writing Persuasive Messages 2 2 3
B Documentation of Report Sources 1 1 2
10 Understanding and Planning Reports and Proposals 2 5 6
11 Writing and Completing Reports and Proposals 2 4 6
12 Developing Oral and Online Presentations 1 4 4
13 Building Careers and Writing Rsums 2 3 4
14 Applying and Interviewing for Employment 2 3 4

INSTRUCTOR RESOURCES
The multimedia Business Communication Essentials package helps instructors take full
advantage of the latest advances in instructional technology.

mybcommlab
mybcommlab (www.mybcommlab.com) is a series of text-specific, easily customizable
online courses for Prentice Hall textbooks in business communication. This system gives
you the tools you need to deliver all or a portion of your course online, whether your stu-
dents are in a course setting or working from home.
The online tools in mybcommlab, such as simulations, videos, interactive lectures, and
a multimedia textbook, help students identify the areas where they need extra help master-
ing the content. Instructors can use mybcommlabs homework and test managers to select
and assign online exercises correlated directly to the textbook, and they can also create and
assign their own online exercises and import TestGen tests for added flexibility. The online
grade book for mybcommlab is designed to automatically track students homework and
test results and give the instructor control over the calculation of final grades. Instructors
can also add offline (paper-and-pencil) grades to the grade book.
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM Page xxi

Preface xxi

Business Communication Headline News

Stay on top of hot topics, important trends, and new technologies with Business
Communication Headline News (www.businesscommunicationheadlinenews.com), voted
the most comprehensive business communication site on the Internet. Every weekday dur-
ing the school year, we offer fresh lecture content and provide a wide range of research and
teaching tools on the websiteincluding a custom web search function that we created
expressly for business communication research.
Take advantage of the newsfeeds to get late-breaking news in headlines with concise
summaries. You can scan incoming items in a matter of seconds and simply click through
to read the full articles that interest you. All articles and accompanying multimedia
resources are categorized by topic and chapter for easy retrieval at any time.
This free service offers numerous ways to enhance lectures and student activities:
Keep current with the latest information and trends in the field
Easily update your lecture notes with fresh material
Create visuals for your classroom presentations
Supplement your lectures with cutting-edge handouts
Gather podcasts, online video, and other new media examples to use in the classroom
Enhance your research projects with the newest data
Compare best practices from other instructors
Improve the quality and effectiveness of your teaching by reading about new teaching
tips and techniques
At the website, you also get free access to these powerful instructional resources:
Business Communication Web Search, featuring a revolutionary approach to searching
developed by Bove and Thill that lets you quickly access more than 325 search engines.
The tool uses a simple and intuitive interface engineered to help business communica-
tion instructors find precisely what they want, whether its PowerPoint files, PDF files,
Microsoft Word documents, Excel files, videos, or podcasts.
Real-Time Updates are newsfeeds and content updates tied directly to specific points
throughout the text. Each content update is classified by the type of media featured:
article, video, podcast, PowerPoint, or PDF. Additional sections on the site include
Instructor Messages and Instructor Media (both password protected), Student
Messages, and Student Assignments.
You can subscribe to Business Communication Headline News and get delivery by
e-mail, MyYahoo or Google homepage, RSS newsreader, mobile phone, instant messenger,
MP3, Twitter, Facebook, and a host of other options.

NEW! Bove & Thill Business Communication blog

With the launch of Business Communication Essentials, Fifth Edition, we are also launching
a new blog with original articles (www.boveeandthillbusinesscommunicationblog.org).
This blog helps instructors focus their teaching to help their students learning be more
efficient and effective. Articles discuss a wide variety of topics, including new topics
instructors should be teaching their students, resources instructors can use in their classes,
solutions to common teaching challenges, and great examples and activities instructors
can use in class.

Authors E-Mail Hotline for Faculty

Integrity, excellence, and responsiveness are our hallmarks. That means providing you with
textbooks that are academically sound, creative, timely, and sensitive to instructor and stu-
dent needs. As an adopter of Business Communication Essentials, you are invited to use our
E-mail Hotline (hotline@businesscommunicationblog.com) if you ever have a question or
concern related to the text or its supplements.
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM Page xxii

xxii Preface

INSTRUCTORS RESOURCE CENTER

At www.pearsonhighered.com/educator, instructors can access a variety of digital and pre-
sentation resources available with this text in downloadable format. Registration is simple
and gives you immediate access to new titles and new editions. As a registered faculty mem-
ber, you can download resource files and receive immediate access and instructions for
installing course management content on your campus server.
If you ever need assistance, our dedicated technical support team is ready to help
with the media supplements that accompany this text. Visit http://247pearsoned.custhelp
.com/ for answers to frequently asked questions and toll-free user support phone
numbers.
The following supplements are available to adopting instructors (for detailed descrip-
tions, please visit www.pearsonhighered.com/educator):
Instructors Manual
Test Item File
TestGen Test Generating Software (converted for use in BlackBoard, WebCT, Angel,
D2L, and Moodle)
PowerPoint Slides
Image Library
Custom Videos on DVD

STUDENT RESOURCES
Business Communication Essentials supports students with a variety of supplements
designed to save them time and money:
mybcommlab. Students use www.mybcommlab.com to test their understanding of the
concepts presented in the text through study plans, videos, mini-simulations, PowerPoints,
Document Makeovers, and critical thinking questions.
Quick Learning Guides. We prepared these downloadable, two-page study guides to help
students study for exams or review important concepts whenever they need a quick
refresher. They are available on the Real-Time Updates site at http://real-timeupdates
.com.
CourseSmart eTextbooks Online. CourseSmart is an exciting new choice for students
looking to save money. As an alternative to purchasing the print textbook, students
can purchase an electronic version of the same content and receive a significant dis-
count off the suggested list price of the print text. With a CourseSmart eTextbook,
students can search the text, make notes online, print out reading assignments that
incorporate lecture notes, and bookmark important passages for later review. For
more information or to purchase access to the CourseSmart eTextbook, visit www
.coursesmart.com.
Companion Website. This texts Companion Website at www.pearsonhighered.com/
bovee offers free access to ungraded Document Makeovers, a list of featured websites,
and the English-Spanish Audio Glossary of Business Terms.

FEEDBACK
We would appreciate hearing from you! Let us know what you think about this textbook
by writing to college_marketing@prenhall.com. Please include Feedback about
Bovee/Thill BCE 5e in the subject line. We review every comment we receive from
instructors and use this feedback to make that sure future editions meet your needs in
every way possible.
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM Page xxiii

Preface xxiii

ABOUT THE AUTHORS

Courtland L. Bove and John V. Thill have been leading textbook authors for more than
two decades, introducing millions of students to the fields of business and business com-
munication. Their award-winning texts are distinguished by proven pedagogical features,
extensive selections of contemporary case studies, hundreds of real-life examples, engag-
ing writing, thorough research, and the unique integration of print and electronic
resources. Each new edition reflects the authors commitment to continuous refinement
and improvement, particularly in terms of modeling the latest practices in business and
the use of technology.
Professor Bove has 22 years of teaching experience at Grossmont College in San
Diego, where he has received teaching honors and was accorded that institutions C. Allen
Paul Distinguished Chair. Mr. Thill is a prominent communications consultant who has
worked with organizations ranging from Fortune 500 multinationals to entrepreneurial
start-ups. He formerly held positions with Pacific Bell and Texaco.
Courtland Bove and John Thill were recently awarded proclamations from the
Governor of Massachusetts for their life-long contributions to education and for their
commitment to the summer youth baseball program that is sponsored by the Boston
Red Sox.

ACKNOWLEDGMENTS
The fifth edition of Business Communication Essentials reflects the professional experi-
ence of a large team of contributors and advisors. We express our thanks to the many
individuals whose valuable suggestions and constructive comments influenced the
success of this book.

Reviewers of Previous Editions

Thank you to the following professors: Victoria Austin, Las Positas
College; Faridah Awang, Eastern Kentucky University; Jeanette
Baldridge, University of Maine at Augusta; Diana Baran, Henry Ford
Community College; JoAnne Barbieri, Atlantic Cape Community
College; Kristina Beckman, John Jay College; Judy Bello, Lander
University; Carol Bibly, Triton College; Nancy Bizal, University of
Southern Indiana; Yvonne Block, College of Lake County; Edna
Boroski, Trident Technical College; Nelvia M. Brady, Trinity Christian
College; Arlene Broeker, Lincoln University; David Brooks, Indiana
University Southeast; Carol Brown, South Puget Sound Community
College; Domenic Bruni, University of Wisconsin; Jeff Bruns, Bacone
College; Gertrude L. Burge, University of Nebraska; Sharon Burton,
Brookhaven College; Robert Cabral, Oxnard College; Dorothy
Campbell, Brevard Community College; Linda Carr, University of
West Alabama; Sharon Carson, St. Philips College; Rick Carter,
Seattle University; Dacia Charlesworth, Indiana UniversityPurdue
University Fort Wayne; Jean Chenu, Genesee Community College;
Connie Clark, Lane Community College; Jerrie Cleaver, Central
Texas College; Clare Coleman, Temple University; M. Cotton, North
Central Missouri College; Pat Cowherd, Campbellsville University;
Pat Cuchens, University of HoustonClear Lake; Walt Dabek, Post
University; Cathy Daly, California State UniversitySacramento;
Linda Davis, CopiahLincoln Community College; Harjit Dosanjh,
North Seattle Community College; Amy Drees, Defiance College;
Lou Dunham, Spokane Falls Community College; Donna Everett,
Morehead State University; Donna Falconer, AnokaRamsey
Community College; Kate Ferguson Marsters, Gannon University;
Darlynn Fink, Clarion University of Pennsylvania; Bobbi Fisher,
University of NebraskaOmaha; Laura Fitzwater, Community
College of Philadelphia; Matthew Gainous, Ogeechee Technical
College; Yolande Gardner, Lawson State Community College; Gina
Genova, University of CaliforniaSanta Barbara; Lonny Gilbert,
Central State University; Nancy Goehring, Monterey Peninsula
College; Dawn Goellner, Bethel College; Robert Goldberg, Prince
Georges Community College; Jeffrey Goldberg, MassBay
Community College; Helen Grattan, Des Moines Area Community
College; Barbara Grayson, University of Arkansas at Pine Bluff;
Deborah Griffin, University of HoustonClear Lake; Alice Griswold,
Clarke College; Bonnie Grossman, College of Charleston; Lisa
Gueldenzoph, North Carolina A&T State University; Wally Guyot,
Fort Hays State University; Valerie Harrison, Cuyamaca College; Tim
Hartge, The University of MichiganDearborn; Richard Heiens,
University of South CarolinaAiken; Maureece Heinert, Sinte Gleska
University; Leighanne Heisel, University of MissouriSt. Louis; Gary
Helfand, University of HawaiiWest Oahu; Cynthia Herrera, Orlando
Culinary Academy; Kathy Hill, Sam Houston State University; Pashia
Hogan, Northeast State Tech Community College; Sarah Holmes,
New England Institute of Technology; Ruth Hopkins Zajdel, Ohio
UniversityChillicothe; Michael Hricik, Westmoreland County
Community College; Rebecca Hsiao, East Los Angeles College; Mary
Ann Hurd, Sauk Valley Community College; Pat Hurley, Leeward
Community College; Harold Hurry, Sam Houston State University;
Marcia James, University of WisconsinWhitewater; Frank Jaster,
Tulane University; Jonatan Jelen, Parsons The New School For
Design; Irene Joanette Gallio, Western Nevada Community College;
Mark Johnson, Rhodes State College; Joanne Kapp, Siena College;
Jeanette A. Karjala, Winona State University; Christy L. Kinnion,
Lenior Community College; Deborah Kitchin, City College of San
A01_BOVE9715_05_SE_FMIE.QXD 11/20/10 4:05 PM Page xxiv
xxiv Preface
Francisco; Lisa Kirby, North Carolina Wesleyan College; Claudia
Kirkpatrick, Carnegie Mellon University; Betty Kleen, Nicholls State
University; Fran Kranz, Oakland University; Jana Langemach,
University of NebraskaLincoln; Joan Lantry, Jefferson Community
College; Kim Laux, Saginaw Valley State University; Ruth Levy,
Westchester Community College; Nancy Linger, Moraine Park
Technical College; Jere Littlejohn, University of Mississippi; Dana
Loewy, California State UniversityFullerton; Jennifer Loney,
Portland State University; Susan Long, Portland Community College;
Sue Loomis, Maine Maritime Academy; Thomas Lowderbaugh,
University of MarylandCollege Park; Jayne Lowery, Jackson State
Community College; Lloyd Matzner, University of
HoustonDowntown; Ron McNeel, New Mexico State University at
Alamogordo; Dr. Bill McPherson, Indiana University of
Pennsylvania; Phyllis Mercer, Texas Womans University; Donna
Meyerholz, Trinidad State Junior College; Annie Laurie I. Meyers,
Northampton Community College; Catherine Kay Michael, St.
Edwards University; Kathleen Miller, University of Delaware; Gay
Mills, Amarillo College; Julie Mullis, Wilkes Community College;
Pamela Mulvey, Olney Central College; Jimidene Murphey,
Clarendon College; Cindy Murphy, Southeastern Community
College; Dipali Murti-Hali, California State UniversityStanislaus;
Shelley Myatt, University of Central Oklahoma; Cora Newcomb,
Technical College of the Lowcountry; Ron Newman, Crafton Hills
College; Linda Nitsch, Chadron State College; Leah Noonan, Laramie
County Community College; Mabry ODonnell, Marietta College;
Diana Oltman, Central Washington University; Ranu Paik, Santa
Monica College; Lauren Paisley, Genesee Community College;
Patricia Palermo, Drew University; John Parrish, Tarrant County
College; Diane Paul, TVI Community College; John T. Pauli,
University of AlaskaAnchorage; Michael Pennell, University of
Rhode Island; Melinda Phillabaum, Indiana University; Ralph
Phillips, Geneva College; Laura Pohopien, Cal Poly Pomona; Diane
Powell, Utah Valley State College; Christine Pye, California Lutheran
University; Norma Pygon, Triton College; Dave Rambow, Wayland
Baptist University; Richard David Ramsey, Southeastern Louisiana
University; Charles Riley, Tarrant County CollegeNorthwest
Campus; Jim Rucker, Fort Hays State University; Dr. Suzan Russell,
Lehman College; Calvin Scheidt, Tidewater Community College;
Nancy Schneider, University of Maine at Augusta; Brian Sheridan,
Mercyhurst College; Bob Shirilla, Colorado State University; Joyce
Simmons, Florida State University; Gordon J. Simpson, SUNY
Cobleskill; Jeff Smith, University of Southern California; Eunice
Smith, Bismarck State College; Harvey Solganick, LeTourneau
UniversityDallas campus; Stephen Soucy, Santa Monica College;
Linda Spargo, University of Mississippi; W. Dees Stallings, Park
University; Angelique Stevens, Monroe Community College; Steven
Stovall, Wilmington College; Alden Talbot, Weber State University;
Michele Taylor, Ogeechee Technical College; Wilma Thomason, Mid-
South Community College; Ed Thompson, Jefferson Community
College; Lori Townsend, Niagara County Community College; Lani
Uyeno, Leeward Community College; Wendy Van Hatten, Western
Iowa Tech Community College; Jay Wagers, Richmond Community
College; Jie Wang, University of Illinois at Chicago; Chris Ward, The
University of Findlay; Dorothy Warren, Middle Tennessee State
University; Glenda Waterman, Concordia University; Kellie Welch,
Jefferson Community College; Mathew Williams, Clover Park
Technical College; Beth Williams, Stark State College of Technology;
Brian Wilson, College of Marin; Sandra D. Young,
OrangeburgCalhoun Technical College; Kathryn J. Lee, University
of Cincinnati; Sylvia Beaver Perez, Nyack College; Ann E. Tippett,
Monroe Community College; Camille Girardi-Levy, Siena College;
Cynthia Drexel, Western State College of Colorado; Edgar Dunson
Johnson III, Augusta State University; Danielle Scane, Orange Coast
College; Lynda K. Fuller, Wilmington University; Lydia E. Anderson,
Fresno City College; Anita Leffel, The University of Texas, San
Antonio.
Reviewers of Document Makeover Feature
We sincerely thank the following reviewers for their assistance with
the Document Makeover feature: Lisa Barley, Eastern Michigan
University; Marcia Bordman, Gallaudet University; Jean Bush-
Bacelis, Eastern Michigan University; Bobbye Davis, Southern
Louisiana University; Cynthia Drexel, Western State College of
Colorado; Kenneth Gibbs, Worcester State College; Ellen Leathers,
Bradley University; Diana McKowen, Indiana University; Bobbie
Nicholson, Mars Hill College; Andrew Smith, Holyoke Community
College; Jay Stubblefield, North Carolina Wesleyan College; Dawn
Wallace, Southeastern Louisiana University.
Reviewers of Model Documents
The many model documents in the text and their accompanying
annotations received invaluable review from Dacia Charlesworth,
Indiana UniversityPurdue University Fort Wayne; Diane Todd
Bucci, Robert Morris University; Estelle Kochis, Suffolk County
Community College; Sherry Robertson, Arizona State University;
Nancy Goehring, Monterey Peninsula College; James Hatfield,
Florida Community College at Jacksonville; Avon Crismore,
Indiana University.
Personal Acknowledgments
We wish to extend a heartfelt thanks to our many friends,
acquaintances, and business associates who provided materials or
agreed to be interviewed so that we could bring the real world into
the classroom.
A very special acknowledgment goes to George Dovel, whose
superb writing skills, distinguished background, and wealth of
business experience assured this project of clarity and complete-
ness. Also, recognition and thanks to Jackie Estrada for her out-
standing skills and excellent attention to details. Her creation of
the Peak Performance Grammar and Mechanics material is
especially noteworthy. Jill Gardners professionalism and keen eye
for quality were invaluable.
We also feel it is important to acknowledge and thank the
Association for Business Communication, an organization whose
meetings and publications provide a valuable forum for the
exchange of ideas and for professional growth.
Additionally, we would like to thank the supplement authors
who prepared material for this new edition. They include: Gina
Genova, University of California, Santa Barbara; Jackie Estrada,
University of California, San Diego; Lori Cerreto; Jay Stubblefield,
North Carolina Wesleyan College; Myles Hassell, University of
New Orleans; Gordon Laws at PreMediaGlobal; Luz Costa; and
the teams at ANSRSource.