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Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
© Ekaphon maneechot/Shutterstock

Essentials of
Business
­Communication 11e

Mary Ellen Guffey Dana Loew y

Emerita Professor of Business Emerita Lecturer, Business Communication
Los Angeles Pierce College California State University, Fullerton
m.e.guffey@cox.net dloewy@fullerton.edu

Australia • Brazil • Mexico • Singapore • United Kingdom • United States

Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
 This is an electronic version of the print textbook. Due to electronic rights restrictions,
some third party content may be suppressed. Editorial review has deemed that any suppressed
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to remove content from this title at any time if subsequent rights restrictions require it. For
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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
 Essentials of Business Communication, 11E © 2019, 2016 Cengage Learning, Inc.
Mary Ellen Guffey WCN: 02-300
Dana Loewy Unless otherwise noted, all content is © Cengage.

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Essentials of Business Communication 11e

Dear Business Communication Student:

Chances are that you are no longer holding a textbook
in your hands but access the Eleventh Edition of Essen-
tials of Business Communication via MindTap on your
laptop, tablet, or your smartphone. MindTap is a multi-
media learning experience that makes studying business
communication and sharpening important career skills
easier and more fun.

Photographer: Barbara D’Allessandro

Our well-researched, market-leading e-text saves
you money while helping you sharpen important job
skills. Whether you access Essentials of Business
Communication, 11e on mobile devices or own a print
copy of this award-winning text, you are on your way
to developing essential communication skills that will
not only serve you well in college but will also stay
with you in your chosen career. Mary Ellen Guffey and Dana Loewy
Here are a few of the major features you can expect
from the No. 1 business communication book in this country and abroad:
▪▪ Workplace readiness. The marketplace today is challenging. One way to out-
shine the competition is by offering superior communication skills to future
employers. Your business communication course and this book are the ideal
tools for making yourself job ready.
▪▪ Communication technology and best practices. Obviously, the workplace is
relying on technology and digital media. It is social and mobile. You may be
tech savvy, but are you familiar with workplace-appropriate best practices?
Even if you know your way around mobile devices and social media, you still
need to be able to write well and make a positive impression. This book not
only covers the latest workplace technology but above all it stresses solid writ-
ing skills and good grammar.
▪▪ Latest trends in job searching. Chapter 13 presents the most current trends, tech-
nologies, and practices affecting the job search, résumés, and cover letters that will
help you stand out. You will learn how to build a personal brand, how to network,
and how to write customized résumés and create an effective LinkedIn profile.
▪▪ Hottest trends in job interviewing. Chapter 14 provides countless tips on how
to interview in today’s highly competitive job market, including one-way and
two-way video interviewing.
The many contemporary examples and model documents, along with writing plans
providing step-by-step instructions, will get you started quickly and help you stay
focused on the writing process. We wish you well in your course!

Cordially,

Mary Ellen Guffey & Dana Loewy

Dr. Mary Ellen Guffey Dr. Dana Loewy

Emerita Professor of Business Emerita Lecturer, Business Communication
Los Angeles Pierce College California State University, Fullerton
m.e.guffey@cox.net dloewy@fullerton.edu

Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
 What Is MindTap?

MindTap is your personal, customized learning environment. It presents engaging

course content along with videos, activities, apps, and other interesting features
making learning fun and easy. With MindTap, you can create a unique learning
path that will help you understand key concepts in depth and fast, so that you can
produce your best work.
The following activities will help you shape and pace your own learning:
▪▪ Aplia homework assignments. Aplia™ is an online application that improves
comprehension and performance by motivating you to stay interested and
increase your effort. Aplia provides automatically graded assignments that
contain detailed explanations on every question over multiple question sets. In
short, you get results without needing your instructor’s feedback. These assign-
ments cover chapter content as well as grammar and mechanics.
▪▪ YouSeeU activities. Learning is easier with visuals. YouSeeU helps you stay on
track with videos that draw you in and reinforce what you learn in and out of
the classroom. The YouSeeU MindApp allows you to complete oral communi-
cation activities for various assignment types that include creating individual
videos, responding to question and answer tasks, viewing visual aids, and mak-
ing group presentations.
▪▪ Write Experience activities. Write Experience assignments help improve your
writing skills. They evaluate the voice, style, format, content, and originality of
what you write. Find out how you are doing without needing your instructor’s
feedback.
▪▪ How-To Videos. Understand fully how it’s done before you write a business
document. How-to videos show you expert writing techniques.
▪▪ Writing Plan Reviews. The writing plans in your textbook structure your writ-
ing assignments step by step. The writing plan reviews illustrate the popular
Essentials writing plans with before-and-after treatments.
▪▪ Writing Workshops. Helping you learn without an instructor, Writing Work-
shops bring Essentials writing assignments to life with interactive quizzing and
in-depth feedback.
▪▪ Narrated PowerPoint slides. To review important concepts and definitions, you
can watch the narrated PowerPoint slides—perfect for traditional and distance
learners.

iv What Is MindTap?

Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
 Brief Contents

Unit 1: Business ­Communication in the Digital Age 1

1 Succeeding in the Social and Mobile Workplace 2

Unit 2: The Writing Process in the Information Age 35

2 Planning Business Messages 36
3 Organizing and Drafting Business Messages 62
4 Revising Business Messages 87

Unit 3: Workplace Communication 113

5 Short Workplace Messages and Digital Media 114
6 Positive and Neutral Messages 150
7 Negative Messages 186
8 Persuasive Messages 219

Unit 4: Business Reports and Proposals—Best Practices 251

9 Informal Reports 252
10 Proposals and Formal Reports 285

Unit 5: Professionalism, Teamwork, Meetings, and Speaking Skills 325

11 Professionalism at Work: Business Etiquette, Ethics, Teamwork, and Meetings 326
12 Business Presentations 362

Unit 6: Employment Communication 397

13 The Job Search, Résumés, and Cover Messages 398
14 Interviewing and Following Up 444

Appendixes
A Document Format Guide A-1
B Documentation Formats B-1
C Correction Symbols and Proofreading Marks C-1
D Grammar/Mechanics Handbook D-1

End Matter
Notes N-1
Index I-1

Brief Contents v

Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
 Contents

Unit 1 Business ­Communication

kined/Shutterstock.com
in the Digital Age
1 Succeeding in the Social and Mobile
Workplace 2
1-1 Mastering the Tools for Success in the Summary of Learning Outcomes 23
Twenty-First-Century Workplace 2 Chapter Review 25
1-2 Developing Listening Skills 10 Critical Thinking 26
1-3 Learning Nonverbal Communication Activities and Cases 26
Skills 12 Grammar/Mechanics Checkup 1 31
1-4 Recognizing How Culture Influences Editing Challenge 1 32
Communication 15 Communication Workshop 33
1-5 Becoming Interculturally Proficient 20

Unit 2 T he Writing Process in

SFIO CRACHO/Shutterstock.com
the Information Age
2 Planning Business Messages 36

2-1 Examining the Communication Process 36 Critical Thinking 53

2-2 Following the 3-x-3 Writing Process 38 Writing Improvement Exercises 54
2-3 Analyzing the Purpose and Anticipating Radical Rewrites 57
the Audience 41 Activities 58
2-4 Adapting to the Audience With Expert Grammar/Mechanics Checkup 2 59
Writing Techniques 44 Editing Challenge 2 60
2-5 Improving the Tone and Clarity Communication Workshop 61
of a Message 47

Summary of Learning Outcomes 51

Chapter Review 52

3 Organizing and Drafting Business Messages 62

3-1 Drafting Workplace Messages 62 3-3 Drafting With Powerful Sentences 67

3-2 Organizing Information to Show 3-4 Mastering Four Skillful Writing
Relationships 65 Techniques 70
vi Contents

Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
 3-5 Drafting Well-Organized, Effective Writing Improvement Exercises 78
Paragraphs 74 Radical Rewrites 83
Grammar/Mechanics Checkup 3 84
Summary of Learning Outcomes 76 Editing Challenge 3 85
Chapter Review 77 Communication Workshop 86
Critical Thinking 78

4 Revising Business Messages 87

4-1 Stopping to Revise: Applying Phase 3 Summary of Learning Outcomes 102

of the Writing Process 87 Chapter Review 103
4-2 Enhancing Message Clarity 92 Critical Thinking 103
4-3 Using Document Design to Improve Writing Improvement Exercises 104
Readability 95 Radical Rewrites 109
4-4 Catching Errors With Careful Proofreading 98 Grammar/Mechanics Checkup 4 110
4-5 Evaluating the Effectiveness of Your Editing Challenge 4 111
Message 101 Communication Workshop 112

Unit 3 Workplace Communication

Rawpixel.com/Shutterstock.com
5 Short Workplace Messages and Digital Media 114

5-1 Writing Digital Age E-Mail Messages Critical Thinking 137

and Memos 114 Writing Improvement Exercises 138
5-2 Workplace Messaging and Texting 120 Radical Rewrites 140
5-3 Making Podcasts and Wikis Work for Activities and Cases 141
Business 124 Grammar/Mechanics Checkup 5 147
5-4 Blogging for Business 127 Editing Challenge 5 148
5-5 Social Networking for Business 131 Communication Workshop 149

Summary of Learning Outcomes 134

Chapter Review 136

6 Positive and Neutral Messages 150

6-1 Routine Messages: E-Mails, Memos, Critical Thinking 172

and Letters 150 Writing Improvement Exercises 173
6-2 Typical Request, Response, and Instruction Activities and Cases 177
Messages 153 Grammar/Mechanics Checkup 6 183
6-3 Direct Claims and Complaints 159 Editing Challenge 6 184
6-4 Adjustment Messages 163 Communication Workshop 185
6-5 Goodwill Messages 166

Summary of Learning Outcomes 170

Chapter Review 171
Contents vii

Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
 7 Negative Messages 186

7-1 Communicating Negative News Critical Thinking 208

Effectively 186 Writing Improvement Exercises 208
7-2 Analyzing Negative News Strategies 187 Radical Rewrites 210
7-3 Composing Effective Negative Activities and Cases 211
Messages 191 Grammar/Mechanics Checkup 7 216
7-4 Refusing Typical Requests and Claims 197 Editing Challenge 7 217
7-5 Managing Bad News Within Communication Workshop 218
Organizations 201

Summary of Learning Outcomes 206

Chapter Review 207

8 Persuasive Messages 219

8-1 Understanding Persuasion in a Social Summary of Learning Outcomes 237

and Mobile Age 219 Chapter Review 238
8-2 Planning and Writing Persuasive Critical Thinking 239
Requests 221 Writing Improvement Exercises 239
8-3 Writing Effective Persuasive Claims Radical Rewrites 240
and Complaints 222 Activities and Cases 243
8-4 Crafting Persuasive Messages in Digital Age Grammar/Mechanics Checkup 8 248
Organizations 224 Editing Challenge 8 249
8-5 Creating Effective Sales Messages in Print Communication Workshop 250
and Online 228

Unit 4 Business Reports and

GaudiLab/Shutterstock.com
­Proposals—Best Practices
9 Informal Reports 252

9-1 Preparing Reports in the Digital Age 252 Critical Thinking 278
9-2 Report Formats and Heading Levels 256 Activities and Cases 278
9-3 Identifying the Problem, Defining Grammar/Mechanics Checkup 9 281
the Purpose, and Collecting Data 259 Editing Challenge 9 283
9-4 Preparing Short Informational Reports 262 Communication Workshop 284
9-5 Preparing Short Analytical Reports 268

Summary of Learning Outcomes 276

Chapter Review 277

viii Contents

Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
 10 Proposals and Formal Reports 285

10-1 Preparing Business Proposals 285 Summary of Learning Outcomes 312

10-2 Preparing Formal Business Reports 291 Chapter Review 313
10-3 Collecting Information Through Primary and Critical Thinking 314
Secondary Research 294 Activities and Cases 315
10-4 Documenting Information 300 Grammar/Mechanics Checkup 10 320
10-5 Incorporating Meaningful Visual Aids Editing Challenge 10 321
and Graphics 303 Communication Workshop 322
10-6 Understanding Formal Report
Components 308

Unit 5 Professionalism, Teamwork,

LuckyImages/Shutterstock.com
Meetings, and Speaking
Skills

11 Professionalism at Work: Business Etiquette, Ethics,

Teamwork, and Meetings 326
11-1 Developing Professionalism and Business Summary of Learning Outcomes 350
Etiquette Skills at the Office and Online 326 Chapter Review 351
11-2 Communicating Face-to-Face on the Job 330 Critical Thinking 353
11-3 Following Professional Telephone and Voice Activities and Cases 353
Mail Etiquette 335 Grammar/Mechanics Checkup 11 358
11-4 Adding Value to Professional Teams 338 Editing Challenge 11 360
11-5 Planning and Participating in Face-to-Face Communication Workshop 361
and Virtual Meetings 343

12 Business Presentations 362

12-1 Creating Effective Business Summary of Learning Outcomes 384

Presentations 362 Chapter Review 385
12-2 Organizing Content to Connect Critical Thinking 386
With Audiences 365 Activities and Cases 386
12-3 Understanding Contemporary Visual Grammar/Mechanics Checkup 12 392
Aids 371 Editing Challenge 12 394
12-4 Preparing Engaging Multimedia Communication Workshop 395
Presentations 374
12-5 Polishing Your Delivery and Following
Up 380

Contents ix

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
 Unit 6 Employment

Monkey Business Images/Shutterstock.com

Communication
13 The Job Search, Résumés, and Cover
Messages 398
13-1 Job Searching in the Digital Age 398 Summary of Learning Outcomes 433
13-2 Developing a Job-Search Strategy Focused on Chapter Review 435
the Open Job Market 402 Critical Thinking 436
13-3 Unlocking the Hidden Job Market Radical Rewrites 436
With Networking 404 Activities and Cases 438
13-4 Customizing Your Résumé 409 Grammar/Mechanics Checkup 13 441
13-5 Using Digital Tools to Enhance Your Job Editing Challenge 13 442
Search 421 Communication Workshop 443
13-6 Cover Messages—Do They Still Matter? 425

14 Interviewing and Following Up 444

14-1 Interviewing Effectively in Today’s Critical Thinking 471

Competitive Job Market 444 Radical Rewrites 472
14-2 Before the Interview 448 Activities and Cases 473
14-3 During the Interview 452 Grammar/Mechanics Checkup 14 479
14-4 After the Interview 462 Editing Challenge 14 480
14-5 Preparing Additional Employment Communication Workshop 481
Documents 465

Summary of Learning Outcomes 468

Chapter Review 470

Appendixes
Appendix A Document Format Guide A-1
Appendix B Documentation Formats B-1
Appendix C Correction Symbols and Proofreading Marks C-1
Appendix D Grammar/Mechanics Handbook D-1

End Matter
Notes N-1
Index I-1

x Contents

Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
 Are You Job-Ready?
Employers today often complain that many new graduates are simply not job-ready.
As a matter of fact, writing, communication, and other so-called soft skills consistently
rank high on recruiters’ wish lists. Most students realize this and chose this class to
develop these necessary workplace skills as efficiently and effectively as possible.
Essentials of Business Communication is the tool to make this happen.
This time-honored, tried-and-true text will guide you in developing the job-readiness
you need for the twenty-first century. Essentials highlights best practices and strate-
gies backed by leading-edge research to help you develop professionalism, expert writ-
ing techniques, workplace digital savvy, and the latest job-search and résumé-building
skills.
Yes, you must be literate in all current communication technologies. The good
news is that Essentials effectively addresses best practices for social media as well
as for mobile technology. You will learn how to build credibility online as well as
offline, and understand that writing is central to business success, regardless of the
communication channel. It is a foundational skill. Employers want good writers and
communicators. This is why Essentials continues to provide grammar exercises and
documents for editing and grammar practice that our competitors have abandoned.
You need a diversity of skills beyond tech savvy alone—now more than ever!
Guided by traditional rigor, Essentials of Business Communication addresses
both contemporary student needs as well as those of instructors.

Perfecting Professionalism “I picked this text with its excellent resources for our new Business
The Eleventh Edition emphasizes positive work- Communication class that was added as a core class in the College of
place behavior and clearly demonstrates the Business. All instructors who teach that class use this text. This is the only
course in the university that emphasizes professionalism.”
importance of professionalism. Today’s busi-
Dr. Mary Kiker, Auburn University, Montgomery
nesses desire workers who exhibit strong com-
munication skills and project positive attitudes.
Employers seek team members who can effec-
tively work together to deliver positive results that
ultimately boost profits and bolster the company’s image. Graduates who possess
these highly desirable soft skills excel in today’s challenging job market. In this edi-
tion you will discover how to perfect those traits most valued in today’s competitive,
mobile, and social workplace.

Unprofessional Professional
Uptalk, a singsong speech pattern, making
sentences sound like questions; like used as
Speech Recognizing that your credibility can be
seriously damaged by sounding uneducated,
a filler; go for said; slang; poor grammar and
profanity.
habits crude, or adolescent.

Sloppy messages with incomplete sentences, Messages with subjects, verbs, and punctuation,
misspelled words, exclamation points, IM slang, free from IM abbreviations; messages that are
and mindless chatter. E-mail addresses such as
partyanimal@gmail.com, snugglykitty@icloud.
E-mail concise and spelled correctly even when brief.
E-mail addresses that include a name or a
com, or hotmama@outlook.com. positive, businesslike expression.

Suggestive Twitter handles and user names

that point to an immature, unhealthy lifestyle. Internet, Real name Twitter handles and user names that
don’t sound cute or like chatroom nicknames.
Posts that reveal political, religious, and other
personal leanings. social media Posts in good taste, fit for public consumption.

Voice mail
An outgoing message with strident background An outgoing message that states your name or
music, weird sounds, or a joke message. phone number and provides instructions for
leaving a message.

Soap operas, thunderous music, or a TV football

game playing noisily in the background when you Telephone A quiet background when you answer the
telephone, especially if you are expecting a
answer the phone.
presence prospective employer’s call.

Using electronics during business meetings for

unrelated purposes or during conversations with Cell phones, Turning off phone and message notification,
both audible and vibrate, during meetings;

tablets
fellow employees; raising your voice (cell yell); using your smart devices only for meeting-
forcing others to overhear your calls. related purposes.

Texting
Sending and receiving text messages during Sending appropriate business text messages
meetings, allowing texting to interrupt face-to- only when necessary (perhaps when a
face conversations, or texting when driving. cell phone call would disturb others).

Are You Job-Ready? xi

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Developing Expert Writing Techniques for a
Digital Workplace
Abundant before-and-after documents with descriptive callouts create
a clear road map to perfecting the writing process. These documents
failures (we are no longer using and many mix-ups in the past), Brian revised his
demonstrate how to apply expert writing messagetechniques, as wellhow
to explain constructively asreporting
high- should be handled.
light the critical significance of the revision
Whenprocess.
writing messages that deliver instructions, be careful of tone. Today’s
managers and team leaders seek employee participation and cooperation. These goals
can’t be achieved, though, if the writer sounds like a dictator. Avoid making accusa-
tions and fixing blame. Rather, explain changes, give reasons, and suggest benefits to
the reader. Assume that employees want to contribute to the success of the organiza-
tion and to their own achievement. Notice in the Figure 6.4 revision that Brian tells
readers that they will save time and reduce mix-ups if they follow the new method.

Applying Strategic Writing Plans

6.3 Direct Claims and Complaints
Original business message writing plans, initially
LEaRning
OUtCOME 3
In business, thingscreated
can and doby go author
wrong—promised shipments are late, warrantied Prepare messages that make
Mary Ellen Guffey and expanded in this goods edition, provide
fail, and service efficient
is disappointing. When consumers must lodge a complaint or direct claims and voice
complaints, including online
when they need to identify or correct a wrong, the message is called a claim. Because
step-by-step instructions that enable you to overcome
straightforward claims fear and
are those startyou expect the receiver to agree readily,
to which
posts.

writing quickly and confidently. The Eleventh

use a directEdition
approach, now
as shownoffers ten writing plan.
in the following
sets of writing plans that cover a
variety of business situations. This Direct Claims
signature feature of Essentials is
OPEning: Describe clearly the desired action.
especially important for novice BODy: Explain the claim, tell why it is justified, and provide details
writers who lack business experi- describing the desired action.
ence and composition training. CLOSing: End pleasantly with a goodwill statement, and include an end date
and action request, if appropriate.

Increasingly, consumers resort to telephone calls, they e-mail their claims, or—as
we have seen—they vent their peeves in online posts. Large companies can afford to
Emphasizing Grammar and Writing Fundamentals
employ social media specialists who monitor and respond to comments. However,
small and midsized businesses often have few options other than Google Alerts and
Throughout thelimited
their own text,forays
proven learning
into social features help you review and rebuild vital
networking.
basic grammar This is skills.
why in anIn ageevery
of digital communication,
chapter claims written as letters of Checkups system-
Grammar/Mechanics
complaint still play an important role even as they are being replaced by telephone
calls, e-mails, and social media posts. atically
Depending on review the fundamentals
the circumstances, letters more and are keyed
convincingly establish a record of what happened. Some business communicators
“I really love Essentials of Business Communication
opt for
for my students.
letters they canI’m
to an authoritative and streamlined
either attach to e-mail messages or fax. Regardless of the
Grammar/
always alarmed at how poor their grammar andchannel, skills are, andclaims use aMechanics
writingstraightforward direct approach. Handbook.
Claims that requireEditing
a per- Challenge and
suasive
skillsresponse are presented in Chapter 8.
this is one of the few books that addresses those effectively.” Radical Rewrite exercises also provide innu-
Shawnna Patterson, Chemeketa Community College, Salem Oregon
6-3a Stating a Clear Claim in merable opportunities for you to sharpen your
the Opening
When you, as a consumer, have a legitimate grammar, claim, you can punctuation,
expect a positive response spelling, capitalization,
from a company. Smart businesses want to hear from their customers. They know
that retaining a customer is far less costly andthan writing
recruiting askills new customer. by editing typical business
Open your claim with a compliment, documents.
a point of agreement, a statement of the
problem, a brief review of action you have taken to resolve the problem, or a clear
statement of the action you want. You
grammar/mechanics might
Checkup 4 expect a replacement, a refund, a new
order, credit to your account, correction of a billing error, free repairs, or cancella-
tion of an order. Whenand
Adjectives theAdverbs
remedy is obvious, state it immediately (Please correct an
erroneous double charge
Review Sections of 1.17
1.16 and $59 toGrammar/Mechanics
of the my credit card forThen
Handbook. Laplink migration
select the correct software.
form to complete each of the
following statements. Record the appropriate G/M section and letter to illustrate the principle involved. When you finish,
I accidentallycompare
clicked the Submit
your responses with those button twice).
provided at the bottom of the page. If your answers differ, study carefully the principles
shown in parentheses.
Chapter 6: Positive and Neutral Messages 159
b (1.17e)
ExamplE Surprisingly, most of the (a) twenty year old, (b) twenty-year-old equipment is
still working.
1. The newly opened restaurant offered many (a) tried and true, (b) tried-and-true menu items.

2. Although purchased twenty years ago, the equipment still looked (a) brightly, (b) bright.

3. The committee sought a (a) cost-effective, (b) cost effective solution to the continuing problem.

4. How is the Shazam app able to process a song so (a) quick, (b) quickly?
86494_ch06_hr_150-185.indd 159 9/5/17 7:51 PM
5. Of the two plans, which is (a) more, (b) most comprehensive?

6. Employees may submit only (a) work-related, (b) work related expenses to be reimbursed.

7. Amy and Marusia said that they’re planning to open (a) there, (b) their own business next year.

8. Haven’t you ever made a (a) spur of the moment, (b) spur-of-the-moment decision?

9. Not all decisions that are made on the (a) spur of the moment, (b) spur-of-the-moment turn out
badly.

10. The committee offered a (a) well-thought-out, (b) well thought out plan to revamp online
registration.

11. You must complete a (a) change of address, (b) change-of-address form when you move.

12. Employment figures may get (a) worse, (b) worst before they get better.

13. I could be more efficient if my printer were (a) more nearer, (b) nearer my computer.

14. Naturally, our team members felt (a) bad, (b) badly when our project was canceled.

15. The truck’s engine is certainly running (a) smooth, (b) smoothly after its tune-up.

13. b (1.17b) 14. a (1.17c) 15. b (1.17d)

1. b (1.17e) 2. b (1.17c) 3. a (1.17e) 4. b (1.17d) 5. a (1.16) 6. a (1.17e) 7. b (1.17g) 8. b (1.17e) 9. a (1.17e) 10. a (1.17e) 11. b (1.17e) 12. a (1.16)

xii Are You Job-Ready?

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Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Learning Workplace Best Practices
Most students arrive in the classroom with some work Getting Started Replying Observing Etiquette Closing Effectively
experience and technology skills, but many are not aware of • Don’t write in another • Scan all e-mails, especially • Obtain approval before • End with due dates, next
channel—such as IM, those from the same forwarding. steps to be taken, or a
what businesses expect of them when they use digital tools. social media, or a phone
call—might work better.
person. Answer within 24
hours or say when you will.
• Soften the tone by including
a friendly opening and
friendly remark.
• Add your full contact

The Eleventh Edition provides comprehensive guidance in

• Send only content you • Change the subject line if closing. information including social
would want to be the topic changes. Check • Resist humor and sarcasm. media addresses.
published. the threaded messages Absent facial expression • Edit your text for readability.

the professional use of e-mail, texting, instant messaging, • Write compelling subject
lines, possibly with
names and dates:
below yours.
• Practice down-editing;
include only the parts from
and tone of voice, humor
can be misunderstood.
• Avoid writing in all caps,
Proofread for typos or
unwanted auto-corrections.
• Double-check before hitting

blogging, and social media. You will master best practices Jake: Can You Present at
January 10 Staff Meeting?
the incoming e-mail
to which you are
which is like SHOUTING. Send.

responding.
that clearly demonstrate how to avoid damaging your • Start with the main idea.
• Use headings and lists.

career or hurting your employers’ reputation with careless

online behavior.

Developing Digital Skills

Regardless of the communication channel, writing proficiency is a
must in a workplace dominated by mobile technology and social
media. Technology and writing skills go hand in hand in today’s
professional environment of success. For this reason, Essentials
provides how-to instructions and best practices for today’s digital
workplace while also emphasizing good writing and professional-
ism. This focus is rooted in the belief that today’s communicators
and their skills are on display 24/7. Credibility takes significant
time to build but is easy to lose in an instant.

Writing a Captivating Blog Using Digital Media Like a Pro:

Dos and Don’ts
Applying the Five Journalistic Ws to Blogs

Big Idea First DON’TS

Avoid questionable Know workplace policies
Who? What? When? Why? How? content, personal
documents,
DOs and use media only for
work-related purposes
and file sharing
Key Facts
Explanations Don’t spread rumors, gossip, and negative Learn your company’s rules. Some companies require workers
• defamatory comments. Because all digital information to sign that they have read and understand Internet and digital
Evidence Fact check.
is subject to discovery in court, avoid unprofessional media use policies. Being informed is your best protection.
• Earn your readers’ trust.
Examples content and conduct, including complaints about your
• Credit your sources. Avoid sending personal e-mail, instant messages, or texts
Background employer, customers, and employees.
• Apply the inverted pyramid. from work. Even if your company allows personal use during
Details • Edit, edit, edit. Don’t download and share cartoons, video clips, lunch or after hours, keep it to a minimum. Better yet, wait to
• Proof, proof, proof. photos, and art. Businesses are liable for any recorded use your own electronic devices away from work.
digital content regardless of the medium used.
Separate work and personal data. Keep information that
Don’t open unfamiliar attachments. Attachments could embarrass you or expose you to legal liability on your
with executable files or video files may carry viruses, personal storage devices, on hard drives, or in the cloud, never
spyware, or other malware (malicious programs). on your office computer.

Don’t download free software and utilities to Be careful when blogging, tweeting, or posting on social
company machines. Employees can unwittingly networking sites. Unhappy about not receiving a tip, a Beverly
introduce viruses, phishing schemes, and other Hills waiter lost his job for tweeting disparaging remarks about
cyber bugs. an actress. Forgetting that his boss was his Facebook friend, a
British employee was fired after posting, “OMG, I HATE MY
Don’t store your music and photos on a company JOB!” and calling his supervisor names.
machine (or server) and don’t watch streaming
videos. Capturing precious company bandwidth for Keep sensitive information private. Use privacy settings, but
personal use is a sure way to be shown the door. don’t trust the “private” areas on Facebook, Twitter, Flickr, and
other social networks.
Don’t share files, and avoid file-sharing services.
Clarify whether you may use Google Docs and other Avoid pornography, sexually explicit jokes, or inappropriate
services that offer optional file sharing. Stay away from screen savers. Anything that might poison the work
distributors or pirated files such as LimeWare. environment is a harassment risk and, therefore, prohibited.

Are You Job-Ready? xiii

Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Establish your credibility. Consider the reach and permanence of posts. Writing Online Reviews and Complaints
• Zero in on your objective and make your comment • Know that your review may be posted indefinitely,
as concise as possible.
• Focus only on the facts and be able to support
even if you change your mind and modify a post later.
• Be open; even anonymous comments can be tracked
Social media posts have a way of ending up in the wrong
them. down. Privacy policies do not protect writers from
subpoenas. hands, making vicious complainers seem irrational. In this
edition you learn to write well-considered private social
Check posting rules. Accept offers to help.
media messages as well as professional responses that
• Understand what’s allowed by reading the terms • Reply if a business offers to help or discuss the
and conditions on the site. problem; update your original post as necessary. increase the credibility and reputation of employers.
• Keep your complaint clean, polite, and to the point.

Provide balanced reviews. Refuse payment for favorable critiques.

• To be fair, offset criticism with positives to show • Never accept payment to change your opinion or
that you are a legitimate consumer. your account of the facts.
• Suggest improvements even in glowing reviews; • Comply with requests for a review if you are a
all-out gushing is suspicious and not helpful. satisfied customer.

Finding a Job in Today’s “I was blown away by the exceptional personal service from the author.
Challenging Job Market All of the Guffey supplementary materials are unbelievably helpful. This
is one author who works hard to make me look good in my classes.”
One of the most important chapters in the book, Staci Groeschell, South Puget Sound Community College, Olympia,
Washington
Chapter 13 updates you on the latest trends,
technologies, and practices affecting today’s job
search, résumés, and cover letters. Thorough revi-
sions will prepare you for a labor market that is
more competitive, more social, more mobile, and
more dependent on technology than ever before. Mobile technologies are on the rise.
You will learn how to network, employ current Candidates use apps to apply for jobs, and recruiters use mobile devices

technologies, build your own brand, and prepare to post jobs, contact candidates, and forward résumés to colleagues.

Networking— it’s whom you know.

an effective LinkedIn profile. Many annotated Recruiters say their best job candidates come from referrals. Now, more
résumé models will guide you in creating and than ever, you need to be proactive in making professional connections.

sending customized résumés that appeal to both Communication and interpersonal skills are in high demand.

applicant tracking systems and human readers.

Sales and marketing careers are booming, and these careers demand
writing, speaking, and team skills.

Social media presence is a must.

Essentials of Business Communication, 11E helps Those who haven’t developed a social media presence may be left in

ensure that you will have the finely honed writing the dust.

It’s all digital.

and communication skills and contemporary Today candidates e-mail their résumés, post them to Internet job

digital understanding for exceptional job success. boards, or publish them on their own Web pages.

Résumés must please scanners and skimmers.

Overwhelmed with candidates, recruiters hurriedly skim résumés

preselected by scanning devices.

Conducting a Successful Job Search

Develop a Create a
Analyze Know the
Job-Search Customized
Yourself Hiring Process
Strategy Résumé

▪ Identify your interests ▪ Search the open job market. ▪ Choose a résumé style. ▪ Submit a résumé,
and goals. ▪ Pursue the hidden job market. ▪ Organize your info concisely. application, or e-portfolio.
▪ Assess your qualifications. ▪ Cultivate your online presence. ▪ Tailor your résumé to each ▪ Undergo screening and
▪ Explore career ▪ Build your personal brand. position. hiring interviews.
opportunities. ▪ Network, network, network! ▪ Optimize for digital ▪ Accept an offer or reevaluate
technology. your progress.

xiv Are You Job-Ready?

Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Developing Your Own Brand Using LinkedIn to Land a Job

Monkey Business Images/Shutterstock.com;

4 Ways for Grads to Stand Out

BRA
ND
Branding You
MY

BR A
Y

John Smith Design/Shutterstock.com

ND
M
BR A
Y

ND
M
Create your

Courtesy of Linkedln
own tagline.
Briefly describe what Build a powerful
distinguishes you, such online presence.
as Talented at the Internet; Distribute a Prepare a strong LinkedIn
Working harder, smarter; business card. profile dictating what comes
Super student, super worker;
Love everything digital;
Include your name, tagline, and Prepare an up when people Google
Ready for a challenge;
an easy-to-remember e-mail elevator speech. your name. Consider adding
address. If you feel comfortable, Facebook and Twitter profile
Enthusiasm plus fresh skills. In 60 seconds, you need to be able pages. Be sure all sites promote
include a professional headshot
to describe who you are and what your brand positively.
photo. Distribute it at all
problems your skills can solve. Tweak
opportunities.
your speech for your audience, and
practice until it feels natural.

Making a Career E-Portfolio

How to make
Why create a and publish it?
career e-portfolio? ▪ Use a portfolio or blog template.
▪ Design your own website.
▪ Demonstrate your technology skills.
▪ Host at a university or private site.
▪ Support and extend your résumé.
▪ Publish its URL in your résumé
▪ Present yourself in a lively format.
▪ Make data instantly accessible.
What goes in it? and elsewhere.

▪ Target a specific job. ▪ Relevant course work

▪ Updated résumé, cover message
▪ Real work examples
▪ Recommendations
▪ Images, links, or whatever
showcases your skills

Why Are Instructors Such Great Fans of Essentials

of Business Communication?
In Their Words. . .
“As an experienced instructor teaching business communication for the
first time, I want to praise the layout and clear instructions provided for
Essentials of Business Communication. Getting to know a textbook
usually takes a lot of time, but I read the Instructor’s Manual, and it
helped me prepare quickly for my class and get me up to speed—without
having to spend valuable time learning how to present the material.
The ‘how-to’ instructions for Essentials of Business Communication gave
me a comfort level that would otherwise have taken several semesters.”
Danielle Shaker, Naugatuck Valley Community College and Post
University, Waterbury, CT

“One year I decided to try a business communication textbook from “I am astounded at the resources for the instructor. Last quarter, I had to
another publisher, but I immediately returned to the Guffey text this create the examples and documents for revision and business scenarios
year. The quality of the content and support resources for Essentials of for document creation. Thanks for allowing me to spend time on
Business Communication just can’t be matched.” planning and instruction rather than on creating quizzes, tests,
Laurie Johnson, Manhattan Area Technical College, Manhattan, worksheets, and PowerPoint presentations.”
Kansas Beverly Miller, Miller-Motte Technical College, Lynchburg, VA

Are You Job-Ready? xv

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Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
 Appreciation for Support

No successful textbook reaches a No. 1 position without a great deal of help. We are exceedingly grateful to the
reviewers and other experts who contributed their pedagogic and academic expertise in shaping the many edi-
tions of Essentials of Business Communication.
We extend sincere thanks to outstanding professionals at Cengage Learning, including Erin Joyner, senior vice
president, Higher Education; Michael Schenk, vice president, Product Management; Heather Mooney, product
manager, Business Communication; John Rich, content development manager; Eric Wagner, marketing manager;
Bethany Bourgeois, senior art director; and Kim Kusnerak, senior content project manager. We are also grateful
to Crystal Bullen, DPS Associates, who ensured premier quality and excellent accuracy throughout the publishing
process. Our very special thanks go to Bethany Sexton, content developer, for her meticulous planning, project
management, and always-helpful assistance.
For their expertise in creating superior instructor and student support materials, our thanks go to Jane Flesher,
Chippewa Valley Technical College; Carol Hart, Columbus State Community College; Nicole Adams, University
of Dayton; Janet Mizrahi, University of California, Santa Barbara; Kathleen Bent, Cape Cod Community College;
Susan Schanne, Eastern Michigan University; and Thanakorn Kooptaporn, California State University, Fullerton.

Heartfelt Thanks to Recent Reviewers

We are especially grateful to the following instructors who offered significant relevant suggestions from their
hands-on classroom experience in teaching from Essentials of Business Communication:
Penny A. Braboy Westelle Florez Judy A. Reiman
Thomas More College Harris-Stowe State University Columbia College

Susan M. Campbell Laurie J. Johnson Daniel Schlittner

Arkansas Tech University Manhattan Area Technical College Phoenix Community College

Alma Cervantes Diana Macdonald Amy Weaver

Skyline College Uintah Basin Applied Technology College Potomac State College

Debbie Cook Patti McMann

Utah State University Klamath Community College

Sincere Appreciation to Previous Reviewers

We continue to celebrate and remember the following reviewers who over the years have contributed their exper-
tise in helping create a remarkably successful textbook:
Faridah Awang Karen Bounds Therese Butler
Eastern Kentucky University Boise State University Long Beach City College

Joyce M. Barnes Daniel Brown Derrick Cameron

Texas A & M University, Corpus Christi University of South Florida Vance-Granville Community College

Patricia Beagle Cheryl S. Byrne Brennan Carr

Bryant & Stratton Business Institute Washtenaw Community College Long Beach City College

Nancy C. Bell Jean Bush-Bacelis Steven V. Cates

Wayne Community College Eastern Michigan University Averett University

Ray D. Bernardi Mary Y. Bowers Irene Z. Church

Morehead State University Northern Arizona University Muskegon Community College

xvi Appreciation for Support

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Lise H. Diez-Arguelles Susan E. Hall Karen Kendrick
Florida State University University of West Georgia Nashville State Community College

Dee Anne Dill April Halliday Lydia Keuser

Dekalb Technical Institute Georgia Piedmont Technical College San Jose City College

Dawn Dittman Tracey M. Harrison Linda Kissler

Dakota State University Mississippi College Westmoreland County Community College

Elizabeth Donnelly-Johnson Debra Hawhee Deborah Kitchin

Muskegon Community College University of Illinois City College of San Francisco

Jeanette Dostourian L. P. Helstrom Frances Kranz

Cypress College Rochester Community College Oakland University

Nancy J. Dubino Jack Hensen Keith Kroll

Greenfield Community College Morehead State University Kalamazoo Valley Community College

Donna N. Dunn Rovena L. Hillsman Rose Marie Kuceyeski

Beaufort County Community College California State University, Sacramento Owens Community College

Cecile Earle Karen A. Holtkamp Richard B. Larsen

Heald College Xavier University Francis Marion University

Valerie Evans Michael Hricik Mary E. Leslie

Cuesta College Westmoreland County Community College Grossmont College

Bartlett J. Finney Jodi Hoyt Ruth E. Levy

Park University Southeast Technical Institute Westchester Community College

Pat Fountain Sandie Idziak Gary R. Lewis

Coastal Carolina Community College University of Texas, Arlington Southwest Florida College

Marlene Friederich Karin Jacobson Maryann Egan Longhi

New Mexico State University, Carlsbad University of Montana Dutchess Community College

Christine Foster Bonnie Jeffers Nedra Lowe

Grand Rapids Community College Mt. San Antonio College Marshall University

JoAnn Foth Edna Jellesed Elaine Lux

Milwaukee Area Technical College Lane Community College Nyack College

Gail Garton Jane Johansen Elizabeth MacDonald

Ozarks Technical Community College University of Southern Indiana Arizona State University

Nanette Clinch Gilson Pamela R. Johnson Margarita Maestas-Flores

San Jose State University California State University, Chico Evergreen Valley College

Robert Goldberg Edwina Jordan Jane Mangrum

Prince George’s Community College Illinois Central College Miami-Dade Community College

Margaret E. Gorman Sheryl E. C. Joshua Maria Manninen

Cayuga Community College University of North Carolina, Greensboro Delta College

Judith Graham Diana K. Kanoy Tim March

Holyoke Community College Central Florida Community College Kaskaskia College

Lauren Gregory Ron Kapper Paula Marchese

South Plains College College of DuPage State University of New York, Brockport

Bruce E. Guttman Jan Kehm Tish Matuszek

Katharine Gibbs School, Melville, New York Spartanburg Community College Troy University Montgomery

Appreciation for Support xvii

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Kenneth R. Mayer Susan Peterson Nicholas Spina
Cleveland State University Scottsdale Community College Central Connecticut State University

Victoria McCrady Kay D. Powell Marilyn St. Clair

University of Texas at Dallas Abraham Baldwin College Weatherford College

Karen McFarland Jeanette Purdy Judy Sunayama

Salt Lake Community College Mercer County College Los Medanos College

Pat McGee Carolyn A. Quantrille Dana H. Swensen

Southeast Technical Institute Spokane Falls Community College Utah State University

Bonnie Miller Susan Randles James A. Swindling

Los Medanos College Vatterott College Eastfield College

Mary C. Miller Diana Reep David A. Tajerstein

Ashland University University of Akron SYRIT College

Willie Minor Ruth D. Richardson Marilyn Theissman

University of North Alabama
Phoenix College Rochester Community College
Carlita Robertson
Nancy Moody Zorica Wacker
Northern Oklahoma College
Sinclair Community College Bellevue College
Vilera Rood
Suman Mudunuri Concordia College
Lois A. Wagner
Long Beach City College Southwest Wisconsin Technical College
Rich Rudolph
Nancy Mulder Drexel University Linda Weavil
Grand Rapids Junior College Elan College
Rachel Rutledge
Paul W. Murphey Carteret Community College William Wells
Southwest Wisconsin Technical College Lima Technical College
Joanne Salas
Nan Nelson Olympic College Gerard Weykamp
University of Arkansas Phillips Community Grand Rapids Community College
College Rose Ann Scala
Data Institute School of Business Beverly Wickersham
Lisa Nieman Central Texas College
Indiana Wesleyan University Joseph Schaffner
SUNY College of Technology, Alfred Leopold Wilkins
Jackie Ohlson Anson Community College
University of Alaska, Anchorage James Calvert Scott
Utah State University Anna Williams
Richard D. Parker College of Central Florida, Ocala
Western Kentucky University Laurie Shapero
Miami-Dade Community College Charlotte Williams
Martha Payne Jones County Junior College
Grayson County College Lance Shaw
Blake Business School Donald Williams
Catherine Peck Feather River College
Chippewa Valley Technical College Cinda Skelton
Central Texas College Janice Willis
Carol Pemberton College of San Mateo
Normandale Community College Estelle Slootmaker
Aquinas College Almeda Wilmarth
Carl Perrin State University of New York, Delhi
Margaret Smallwood
Casco Bay College
The University of Texas at Dallas Barbara Young
Jan Peterson Skyline College
Clara Smith
Anoka-Hennepin Technical College
North Seattle Community College

xviii Appreciation for Support

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
 About the Authors
Dr. Mary Ellen Guffey Dr. Dana Loewy
A dedicated professional, Dana Loewy taught
Mary Ellen Guffey has business communica-
taught business com- tion at California State
munication and busi- University, Fullerton for
ness English topics for nineteen years. Previ-
over thirty-five years. ously, she also worked as
She received a bachelor’s a composition instructor
degree, summa cum at various Los Angeles

Dana Loewy
laude, from Bowling area community colleges,
MaryEllen

Green State University; a thus reaching a solid

master’s degree from the quarter century of com-
University of Illinois, and bined experience teaching writing. Dr. Loewy has
a doctorate in business and economic education from also lectured abroad, for example, at Fachhochschule
the University of California, Los Angeles (UCLA). She Nürtingen, Germany. Having earned a PhD from the
has taught at the University of Illinois, Santa Monica University of Southern California in English with a
College, and Los Angeles Pierce College. focus on translation, she is a well-published free-
Now recognized as the world’s leading business lance translator, interpreter, and textbook author.
communication textbook author, Dr. Guffey cor- Dr. Loewy has collaborated with Dr. Guffey on
responds with instructors around the globe who are recent editions of Business Communication: Pro-
using her books. She is the founding author of the cess & Product as well as on Essentials of Business
award-winning Business Communication: Process Communication.
and Product, the leading business communication text- Fluent in several languages, among them German
book in this country. She also wrote Business English, and Czech, her two native languages, Dr. Loewy has
which serves more students than any other book in its authored critical articles in many areas of interest—
field; Essentials of College English; and Essentials of literary criticism, translation, business communica-
Business Communication, the leading text/workbook tion, and business ethics. Active in the Association for
in its market. Dr. Guffey is active professionally, serv- Business Communication, Dr. Loewy is now focus-
ing on the review boards of the Business and Profes- ing on her consulting practice. Most recently she has
sional Communication Quarterly and the Journal of advised a German bank and a California-based non-
Business Communication, publications of the Associa- profit organization on communication strategy and
tion for Business Communication. She participates in effective writing techniques. Dana is also a business
national meetings, sponsors business communication etiquette consultant certified by The Protocol School
awards, and is committed to promoting excellence in of Washington.
business communication pedagogy and the develop-
ment of student writing skills.

About the Authors xix

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 Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
 1
Business
­Communication
in the Digital Age
Chapter 1
Succeeding in the
Social and Mobile
Workplace

kined/Shutterstock.com
Pla2na/Shutterstock.com

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Succeeding in the Social
and Mobile Workplace
Chapter

1
Learning Outcomes
After studying this chapter,
you should be able to do
the following:

1 Describe how strong

communication skills will
improve your career out-
look, strengthen your credi-
bility, and help you succeed
in today’s competitive digi-
tal age marketplace.

2 Confront barriers to
effective listening, and start
building your listening skills.

3 Explain the features of

Robert Churchill/Getty Images

nonverbal communication,
and recognize the impor-
tance of improving your non-
verbal communication skills.

4 Name five common

dimensions of culture, and
understand how culture influ-
ences communication and
the use of social media and 1-1 Mastering the Tools for Success in the
communication technology.
Twenty-First-Century Workplace
5 Discuss strategies that
help communicators over- What kind of workplace will you enter when you graduate, and which skills will you
come negative cultural need to be successful in it? Expect a fast-paced, competitive, and highly connected
attitudes and prevent digital environment. Communication technology provides unmatched mobility and
miscommunication in
today’s diverse, mobile,
connects individuals anytime and anywhere in the world. Today’s communicators
­social-media-driven interact using multiple mobile electronic devices and access information stored
workplace. in remote locations, in the cloud. This mobility and instant access explain why
2 Chapter 1: Succeeding in the Social
Chapter
and Mobile
XX: Lorem
Workplace
Ipsum

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
increasing numbers of workers must be available practically around the clock and
must respond quickly. Your communication skills will always be on display and will
determine your credibility.
Learning
Outcome
Describe how strong
1
This first chapter presents an overview of communication in business today. It communication skills will
addresses the contemporary workplace, listening skills, nonverbal communication, improve your career outlook,
strengthen your credibility,
the cultural dimensions of communication, and intercultural job skills. The remain-
and help you succeed in
der of the book is devoted to developing specific writing and speaking skills. today’s competitive digital
age marketplace.
1-1a Strong Communication Skills: Your Key to Success
Effective writing skills can be a stepping-stone to great job opportunities; poorly
developed writing skills, on the other hand, will derail a career. When competition is
fierce, superior communication skills will give you an edge over other job applicants.
In survey after survey, recruiters place communication high on their wish lists.1 In
one recent study, employers ranked writing and oral communication among the
five top attributes in job seekers, after teamwork and problem-solving skills.2 Your
ability to communicate is a powerful “career sifter.”3 Strong communication skills
will make you marketable even in a challenging economic climate.
Perhaps you are already working or will soon apply for your first job. How do your
skills measure up? The good news is that you can learn effective communication. This
textbook and this course can immediately improve your communication skills. Because
the skills you are learning will make a huge difference in your ability to find a job and “Communicating
to be promoted, this will be one of the most important courses you will ever take. clearly and effectively
has NEVER been more
1-1b The Digital Revolution: Why Communication Skills important than it is
Matter More Than Ever today. Whether it’s fair
or not, life-changing
Since information technology, mobile devices, and social media have transformed critical judgments
the workplace, people in today’s workforce communicate more, not less. Thanks to about you are being
technology, messages travel instantly to distant locations, reaching potentially huge made based solely on
audiences. Work team members can collaborate across vast distances. Moreover, your writing ability.”4
social media are playing an increasingly prominent role in business. In such a hyper-
Victor Urbach,
connected world, writing matters more than ever. Digital media require “much more management consultant
than the traditional literacy of yesterday,” and workers’ skills are always on display.5
As a result, employers seek employees with a broader range of skills and higher
levels of knowledge in their field than in the past; hiring standards are increas-
ing.6 Educators are discussing “essential fluencies”—twenty-first-century skills that Note: Small superscript
include analytical thinking, teamwork, and multimedia-savvy communication.7 Pew numbers in the text announce
Research found that 90 percent of the Americans polled consider communication the information sources. Full
No. 1 skill for a successful life.8 Billionaire entrepreneur Richard Branson concurs, citations are near the end
of the book. This edition
calling communication “the most important skill any leader can possess.”9 Further-
uses a modified American
more, jobs relying heavily on people skills such as communication are less likely to Psychological Association
be killed by automation and will offer the most opportunities in the future.10 (APA) reference format.
Skills Gap. Unfortunately, a great number of workers can’t deliver. More than half
of the respondents in an employer survey criticized applicants for their lack of com-
munication, interpersonal, and writing skills. Staffing company Adecco reported
that 44 percent of its respondents cited a similar skills gap.11 Recruiters agree that
regardless of the workplace media used, “the ability to communicate an idea, with
force and clarity” and with a unique voice is sorely needed.12 In a PayScale study,
44 percent of bosses felt new graduates lacked writing skills as well as critical-
thinking and problem-solving skills (60 percent).13
Communication and Employability. Not surprisingly, many job listings require
excellent oral and written communication skills. An analysis of 2.3 million LinkedIn
profiles revealed that oral and written communication skills were by a large margin
the top skill set sought, followed by organization, teamwork, and punctuality.14 In
Chapter 1: Succeeding in the Social and Mobile Workplace 3

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Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
 addition, as you will learn in later chapters, recruiters will closely examine your
online persona to learn about your communication skills and professionalism. Natu-
rally, they will not hire candidates who write poorly or post inappropriate content.15
Your reputation and personal credibility are vital assets you must guard.
Techies Write Too. Even in technical fields such as accounting and information
technology, you will need strong communication skills. A researcher suggests that
“The days of being able to plug away in isolation on a quantitative problem and
be paid well for it are increasingly over.”16 In an economy relying on innovation,
generating ideas isn’t enough; they must be communicated clearly, often in writing.17
A recruiter in the high-tech industry explains, “Communication is KEY. You can
have all the financial tools, but if you can’t communicate your point clearly, none
of it will matter.”18 A poll of nearly 600 employers showed that they are looking
for “communicators with a capital C,” people who offer superb speaking, writing,
listening, presentation, persuasion, and negotiation skills.19
Writing Is in Your Future. Regardless of career choice, you will probably be send-
ing many digital messages, such as the e-mail shown in Figure 1.1. Because electronic
mail and other digital media have become important channels of communication

Figure 1.1 Businesslike, Professional E-Mail Message

Send Options... HTML

To: Customer Service Improvement Team Uses precise sub-

ject line to convey
From: Samuel D. Hidalgo <sam.hidalgo@tekmagik–services.com> key information
Subject: Social Media Strategy Meeting: Wednesday, February 7 quickly
Starts with casual To:
greeting to express
From:
friendliness Hi, Team,
Date:
Subject:
As recommended at our last meeting, I have scheduled an e-marketing and social Announces most
media specialist to speak to us about improving our social media responses. Social important idea first
media consultant Alexis Johnston, founder of Apexx Marketing Solutions, has agreed with minimal back-
to discuss ways to turn our social media presence into a competitive advantage. ground information
Mark your calendars for the following:

Sets off meeting Social Media Strategy Meeting

information for easy Wednesday, February 7, 11 a.m. to 3 p.m.
recognition and Conference Room
retrieval
In previous meetings our team acknowledged that customers are increasingly turning
to our website, blogs, and Facebook pages to locate information, seek support, and
connect with us. However, we are experiencing problems in responding quickly
and effectively. Ms. Johnston promises to address these concerns. She will also tell
us whether we need to establish a presence in additional social media networks.
Ms. Johnston will help us decide whether we should hire an in-house social media
manager or pay for an external service. To make this meeting most productive, she Provides details
asks that each team member submit at least three questions or problem areas for about meeting with
discussion. transition to action
Bullets action requests
requests and places Action Requests:
them near message
end where readers • Please send three discussion questions to Alan (alan.wong@tekmagik-services Closes by telling
expect to find them .com) by February 2 at 5 p.m. so that he can relay them to Ms. Johnston. where to find addi-
tional information;
• Because we will be ordering box lunches for this meeting, please make your also expresses
Because this doc- selection on the intranet before February 2. appreciation
ument shows an
internal e-mail, a full If you have any questions, drop by my office or send a note. Thanks for your continued
signature block is efforts to improve our customer service!
not necessary. Co-
workers tend to be Sam
connected on the
same e-mail system Samuel D. Hidalgo
and can easily find Director, Customer Service
one another. E-mails
to external audiences
require a signature
block with full
contact information.

4 Chapter 1: Succeeding in the Social and Mobile Workplace

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Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
in today’s workplace, all digital business messages must be clear, concise, and pro-
fessional. Notice that the message in Figure 1.1 is more businesslike and more pro-
fessional than the quick text or e-mail you might send socially. Learning to write
professional digital messages will be an important part of this course.

1-1c What Employers Want: Professionalism

Your future employer will expect you to show professionalism and possess what
are often referred to as soft skills in addition to your technical knowledge. Soft
skills are essential career attributes that include the ability to communicate clearly,
get along with coworkers, solve problems, and take initiative.20 A PayScale study
found that employers considered writing proficiency an indispensable hard skill.21
In a Wall Street Journal survey of nearly 900 executives, 92 percent said that soft “In a survey conducted
skills are equally important or more important than technical skills. As a tech sector by PwC, CEOs cited
recruiter put it, “Communications, teamwork, and interpersonal skills are critical—­ ‘­curiosity’ and ‘open-
mindedness’ as traits
everything we do involves working with other people.”22
that are becoming
Not every job seeker is aware of the employer’s expectations. Some new-hires
increasingly critical.
have no idea that excessive absenteeism or tardiness is grounds for termination. Oth-
Today’s star employees
ers are surprised to learn that they are expected to devote their full attention to their
need the full package:
duties when on the job. One frustrated Washington, D.C., restaurateur advertised for
hard or technical skills
workers with “common sense.” She said “I can teach somebody how to cook soup.
backed up with soft skills
But it’s hard to teach someone normal manners, or what you consider work ethic.”23
and emotional intel-
Projecting and maintaining a professional image can make a real difference in ligence. It isn’t enough
helping you obtain the job of your dreams. Once you get that job, you are more likely to say you’re good with
to be taken seriously and promoted if you look and sound professional. Don’t send people, a resume catch-
the wrong message and risk losing your credibility with unwitting and unprofes- phrase that’s become
sional behavior. Figure 1.2 reviews areas you will want to check to be sure you are empty jargon.”24
projecting professionalism. You will learn more about soft skills and professionalism
Dennis Yang, chief executive
in Chapter 11. The Communication Workshop at the end of this chapter will help officer of Udemy
you explore your future career and the need for soft skills.

1-1d How Your Education May Determine Your Income

As college tuition rises steeply and student debt mounts, you may wonder whether
going to college is worthwhile. Yet the effort and money you invest in earning your
college degree will most likely pay off. College graduates earn more, suffer less
unemployment, and can choose from a wider variety of career options than workers
without a college education. Moreover, college graduates have access to the highest-
paying and fastest-growing careers, many of which require a degree.25 As Figure 1.3
shows, graduates with bachelor’s degrees earn nearly three times as much as high
school dropouts and are almost four times less likely to be unemployed.26
Writing is one aspect of education that is particularly well rewarded. One corpo-
rate president explained that many people climbing the corporate ladder are good.
When he faced a hard choice between candidates, he used writing ability as the
deciding factor. He said that sometimes writing is the only skill that separates a
candidate from the competition. A survey of employers confirms that soft skills
such as communication ability can tip the scales in favor of one job applicant over
another.27 Your ticket to winning in a competitive job market and launching a suc-
cessful career is good communication skills.

1-1e Confronting the Challenges of the Information

Age Workplace
The workplace is changing profoundly and rapidly. As a businessperson and as a
business communicator, you will be affected by many trends, including communica-
tion technologies such as social media, expectations of around-the-clock availability,
and team projects. Other trends include flattened management hierarchies, global
Chapter 1: Succeeding in the Social and Mobile Workplace 5

Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203
Copyright 2019 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Figure 1.2 Projecting Professionalism When You Communicate

Unprofessional Professional
Uptalk, a singsong speech pattern, making
sentences sound like questions; like used as
Speech Recognizing that your credibility can be
seriously damaged by sounding uneducated,
a filler; go for said; slang; poor grammar and
profanity.
habits crude, or adolescent.

Sloppy messages with incomplete sentences, Messages with subjects, verbs, and punctuation,
misspelled words, exclamation points, IM slang, free from IM abbreviations; messages that are
and mindless chatter. E-mail addresses such as
partyanimal@gmail.com, snugglykitty@icloud.
E-mail concise and spelled correctly even when brief.
E-mail addresses that include a name or a
com, or hotmama@outlook.com. positive, businesslike expression.

Suggestive Twitter handles and user names

that point to an immature, unhealthy lifestyle. Internet, Real name Twitter handles and user names that
don’t sound cute or like chatroom nicknames.
Posts that reveal political, religious, and other
personal leanings. social media Posts in good taste, fit for public consumption.

Voice mail
An outgoing message with strident background An outgoing message that states your name or
music, weird sounds, or a joke message. phone number and provides instructions for
leaving a message.

Soap operas, thunderous music, or a TV football

game playing noisily in the background when you Telephone A quiet background when you answer the
telephone, especially if you are expecting a
answer the phone.
presence prospective employer’s call.

Using electronics during business meetings for

unrelated purposes or during conversations with Cell phones, Turning off phone and message notification,
both audible and vibrate, during meetings;

tablets
fellow employees; raising your voice (cell yell); using your smart devices only for meeting-
forcing others to overhear your calls. related purposes.

Texting
Sending and receiving text messages during Sending appropriate business text messages
meetings, allowing texting to interrupt face-to- only when necessary (perhaps when a
face conversations, or texting when driving. cell phone call would disturb others).

competition, and a renewed emphasis on ethics. The following overview reveals

how communication skills are closely tied to your success in a constantly evolving
networked workplace.
▪▪ Social media and changing communication technologies. New communica-
tion technology is dramatically affecting the way workers interact. In our
always-connected world, businesses exchange information by e-mail, instant
messaging, text messaging, voice mail, powerful laptop computers, netbooks,
and smartphones as well as other mobile devices. Satellite communications,
wireless networking, teleconferencing, and videoconferencing help workers
conduct meetings with associates around the world. Social media sites such as
­Facebook, Twitter, Instagram, and YouTube as well as blogs, wikis, forums,
and peer-to-peer tools help businesspeople collect information, serve customers,
6 Chapter 1: Succeeding in the Social and Mobile Workplace

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Figure 1.3 The Education Bonus: Higher Income, Lower Unemployment

Education Median Weekly Earnings Unemployment Rate

Source: U.S. Department of Labor, U.S. Bureau of Labor

Statistics. (2016, February 5). Employment Projections:
Earnings and unemployment rates by educational
High school dropout $ 493 8.0%

High school diploma 678 5.4%

attainment. Current population survey.

Some college, no degree 738 5.0%

Associate’s degree 798 3.8%

Bachelor’s degree or higher 1,458 2.1%

(average)

and sell products and services. Figure 1.4 illustrates many technologies you will
encounter in today’s workplace.
▪▪ Anytime, anywhere availability and nonterritorial offices. High-speed and wire-
less Internet access has freed millions of workers from nine-to-five jobs in brick-
and-mortar offices. Flexible working arrangements allow them to work at home
or on the road. Meet the work shifter, a telecommuter or teleworker who largely
remains outside the territorial office. The anytime, anywhere office the work
shifter needs requires only a smart mobile device and a wireless connection.28 If
the self-employed are factored in, teleworkers now represent almost 30 percent of
the U.S. working adult population.29 To save on office real estate, some industries
provide “nonterritorial” workspaces, or “hot desks.” The first to arrive gets the
best desk and the corner window.30 At the same time, 24/7 availability has blurred
the line between work and leisure, so that some workers are always on duty.
▪▪ Self-directed work groups and virtual teams. Teamwork has become a reality
in business. Many companies have created cross-functional teams to empower
employees and boost their involvement in decision making. You can expect to
collaborate with a team in gathering information, finding and sharing solu-
tions, implementing decisions, and managing conflict. You may even become
part of a virtual team whose members are in remote locations. Increasingly,
organizations are also forming ad hoc teams to solve particular problems. Such
project-based teams disband once they have accomplished their objectives.31
Moreover, parts of our future economy may rely on “free agents” who will be
hired on a project basis in what has been dubbed the gig economy, a far cry
from today’s full-time and relatively steady jobs.
▪▪ Flattened management hierarchies. To better compete and to reduce
expenses, businesses have for years been trimming layers of management.
This means that as a frontline employee, you will have fewer managers. You
will be making decisions and communicating them to customers, to fellow
employees, and to executives.
▪▪ Heightened global competition. Because many American companies continue
to move beyond domestic markets, you may be interacting with people from
many cultures. To be a successful business communicator, you will need to
learn about other cultures. You will also need to develop intercultural skills
including sensitivity, flexibility, patience, and tolerance.
▪▪ Renewed emphasis on ethics. Ethics is once again a hot topic in business. The
Great Recession of 2007–2009 was caused largely, some say, by greed and ethi-
cal lapses. With the passage of the Sarbanes-Oxley Act, the U.S. government

Chapter 1: Succeeding in the Social and Mobile Workplace 7

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
Figure 1.4 Communication and Collaborative Technologies

Communication
alphaspirit/Shutterstock.com
Technologies

Cloud Computing: © vinzstudio/Shutterstock.com; Telephony: VoIP: © Magics/ZUMA Press/Newscom; Voice Recognition: © iStockphoto.com/ichaka Voice Conferencing: © Aspireimages Royalty-Free/Inmagine; Open Offices: © Inmagine
Communication Technologies at Work
Cloud Computing, Web 2.0, and Beyond Becoming familiar with modern communication
Increasingly, applications and data are stored in remote locations technology can help you succeed on the job. Today’s
online, in the cloud. This ability to store and access data on remote
servers is called cloud computing. Cloud computing means that busi- digital workplace is shaped by mobile devices, mobile
nesses and individuals no longer need to maintain costly hardware apps, social media networks, superfast broadband
and software in-house; instead, they can centralize data on their
own remote servers or pay for digital storage space and software and wireless access, and other technologies that
applications offered by providers online. Photo- and video-sharing allow workers to share information, work from
sites such as Instagram, Flickr, and YouTube keep users’ media in the
cloud. Similarly, Dropbox, a popular file-synchronization service, remote locations, and be more productive in or away
and online backup provider Carbonite allow customers to edit and from the office. With today’s tools you can exchange
sync files online independent of the device used to access them.
Websites and Web applications have shifted from one-way, read-only ideas, solve problems,
communication to multidirectional, social, read-write communica- develop products, fore-
tion. This profound change, dubbed Web 2.0, has allowed workers to
participate, collaborate, and network in unprecedented ways. More cast performance, and
changes on the horizon include the Internet of things, the storing and complete team projects
making sense of big data, artificial intelligence, and self-driving cars.
Continuous automation will make many current jobs obsolete. any time of the day or
night anywhere in the
Telephony: VoIP world.
Paul Bradbury/Getty Images

iStock.com/ichaka
Savvy businesses are Denys Prykhodov/Shutterstock.com
switching from traditional
phone service to voice over Speech
Internet protocol (VoIP). This Recognition
technology allows callers to
communicate using a broad- Computers equipped with
band Internet connection, speech-recognition software
thus eliminating long-distance and local telephone charges. Higher-end enable users to dictate up
VoIP systems now support unified voice mail, e-mail, click-to-call capabili- to 160 words a minute with
ties, and softphones (Web applications or mobile apps, such as Google accurate transcription. Speech
Voice, for calling and messaging). Free or low-cost Internet telephony recognition is particularly Wearable
sites, such as the popular Skype and FaceTime, are also increasingly used helpful to disabled workers
and to professionals with
Devices
by businesses, although their sound and image quality is often uneven.
heavy dictation loads, such The most recent trend in
Open Offices as physicians and attorneys. mobile computing is wear-
Users can create documents, able devices. Fitbit, Google
The widespread use of laptop enter data, compose and send Glass, Apple Watch, and
Exactostock / SuperStock

computers, tablets, and other smart e-mails, browse the Web, similar accessories do more
devices, wireless technology, and and control their notebooks, than track fitness activities.
VoIP have led to more fluid, flex- laptops, and desktops—all They are powerful mobile
ible, and open workspaces. Smaller by voice. Smart devices can devices in their own right that
computers and flat-screen monitors also execute tasks with voice can sync with other smart
enable designers to save space with command apps—for example, electronics.
boomerang-shaped workstations and to dial a call, find a route, or
cockpit-style work surfaces rather than space-hogging corner work areas. transcribe voice mail.
Smaller breakout areas for impromptu meetings are taking over some
cubicle space, and digital databases are replacing file cabinets. Mobile
technology allows workers to be fully connected and productive on the go.

8 Chapter 1: Succeeding in the Social and Mobile Workplace

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Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.
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teepöydän ääreen, ei kukaan olisi voinut luulla meidän olevan
tavallisia työmiehiä. Eräs vanha kunnian-arvoinen englantilainen,
joka oli ollut harjoitteleva lääkäri, vaan onnettomuuksien kautta
joutunut rappiotilaan, oli puheenjohtajamme ja niinkuin tavallista on
englantilaisten aterioilla, että joku määrätty henkilö jakelee lihan, ei
hänkään antanut kenenkään tätä tointa itseltään riistää. Aina
näyttäytyi hän pöydässä puettuna mustaan takkiin ja valkoiseen
huiviin, piti vilkasta keskustelua vireellä ja tutki iltaruo'an jälestä
latinalaisia ja kreekkalaisia kirjailleitansa, jota vastoin minä käytin
joutohetkeni englannin kielen oppimiseen, jossa edistyinkin siinä
määrässä, että välttävästi sitä taisin puhua, kun muutaman
kuukauden perästä läksin tästä paikasta.

Suuret edut ovat niillä, jotka kotimaassaan ovat oppineet jotakin

käsityötä, niinkuin rauta- ja puusepillä, kirvesmiehillä, leipureilla,
teurastajilla ja maanviljeliöillä; näitä tässä maassa etsitään ja ne
voivatkin ansaita paljo rahaa. Useimmat maahan muuttavat henkilöt
eivät kuitenkaan taida mitään käsityötä erittäin, vaan ryhtyvät
kaikkeen, mistä luulevat jotakin ansaitsevansa. Nämä henkilöt
saavat alituista tointa erittäinki Austraalian isoissa lammasmoisioissa
ja karjakartanoissa, joissa minäkin isomman osan siellä-olo-aikaani
olen viettänyt. Karjataloin hallussa on suurin osa maata ja alkavat ne
niiltä tienoin, missä maanviljelys loppuu. Satamääriä penikulmia
ulottuu niitä maan sisälle ja ovat ikäänkuin etuvartioita sivistyksen ja
erämaan rajalla. Kauempana ei valko-ihoisilla ole maata; siellä
puollustaa erämaan poika yksinään oikeuksiaan ja kotitienoitaan.

Suurimmilla lammasmoisioilla on yli sadantuhannen lampaan ja

sitä paitsi paljo sarvikarjaa ja hevosia. Nämä laumat ovat, laitumien
laadun suhteen, jaetut karjoihin, joissa on tuhannesta
kolmeentuhanteen eläimeen ja itsekullakin karjalla on oma
pääpaimenensa. Runsaan ruohonkasvun ja laitumen suuruuden
suhteen olisi paimenella helppo työ, jos hän ei tarvitseisi valvoa
karjaa villikoirilta, jotka muutamissa osissa maata suurissa parvissa
sitä hätyyttelevät. Vieläkin pahempi vihollinen on hänellä, jos
karjalaitumensa on enemmän maan sisällä; siellä villi-ihmiset
hyökkäävät karjaan, jota usein pahoin raatelevat, ei säästäen
ihmistäkään. Semmoisissa paikoin ei yks paimen riitä, vaan suojelee
silloin monta aseella hyvästi varustettua miestä karjaa.
 Paimenen asunto on pieni mökki, usein kahdenkymmenen
penikulman päässä lampaiden omistajan asunnosta. Hänen
elämänsä, ehkä yksinäinen, on kuitenki suruton ja paimenien seassa
näkee monta sivistynyttä, usein oppineitakin henkilöitä ja onnellisia
perheenisiä. Pyynnöstään saavat he sanomalehtiä ja kirjoja ja
paimen voipi ansaita vuosittain 400 ja 500 talaria (1572 ja 1965
suomen markkaa). Austraalian paimenen täytyy osata teurastaa ja
leipoa, keittää, ratsastaa ja ajaa, vaan erittäin tarpeellinen on hänen
tuntea kompassia ja ympäri olevia tienoita, jos ei tahdo eksyä.
Tuskin voipi ajatella, kuinka helposti tämä tapahtuu ynnä kuinka
avuttomaksi ja onnettomaksi ainakin alussa itsensä tuntee tässä
erämaassa, näillä aavoilla ja loppumattomilla heinälakeuksilla, joilla
silmä turhaan hakee paikkaa, jota tuntisi.

Kerran kun taas matkustin Adelaide'n ja Melbourne'n välillä, otin

eräänä aamuna jäähyväiset vierasvaraiselta skotlantilaiselta
isännältäni, jatkaakseni matkaa viimeksi mainittuun kaupunkiin.
Hyväntahtoisesti neuvottiin minua jonkun matkan päässä
poikkeemaan syrjätielle, jonka kautta matka lyhentyisi muutamalla
penikulmalla ja kuitenkin olisin oikealla tolalla. Tämä hyvää
tarkoittava neuvo oli tienoita tuntemattomalle mieletön; sen ovat
monet saaneet hengellään maksaa ja olisi sillä minunki suhteeni ollut
surullisimmat seuraukset, jos ei armollinen sallimus olisi ohjannut
askeleitani.

Austraalian sisällä ei löydy todellisia maanteitä, vaan ainoastaan

kapeita ajoteitä, jotka, kulkien yhdestä pysäyspaikasta toiseen, ovat
kymmenestä kolmeenkymmeneen penikulmaan toisistaan. Nämä
huonot tiet huuhtoo sade-ajan vesitulvat tuntemattomiksi ja tämä
vuoden-aika oli käsissä.
 Useita päiviä oli rajusti satanut, raskaat, tummat pilvet peittivät
taivaan ja usein sain pitkiä matkoja vedessä kaahlata. Kulin
eteenpäin; vaan kun usean tunnin kuluttua en voinut löytää
etsimääni tietä, luulin kau'an sitten kulkeneeni sen ylitse ja käännyin
takaisin, päästäkseni edes viimiseen yökorttieriini, ett'en olisi
tarvinnut viettää yötäni aukealla kedolla; sillä sade tuli rajummaksi ja
putosi virtana taivaasta. Nopein askelin kiiruhdin eteenpäin,
voidakseni ennenkuin yö saavutti, päästä katoksen alle; silloin tulin
odottamatta polulle, jota seurasin siinä suloisessa luulossa, että sitä
myöten pääsisin jonkun paimenen asunnolle. Mutta kauhukseni
päättyikin se erään ison heteikön rannalle, jolla ympäri-olevat
härkäin ja hevosten luut muistuttivat minua erään saksalais-
siirtolaisen varoitusta, ett'ei pidä seurata tämmöisiä polkuja, koska
ne eksyttävät matkustajaa. Kesän ajalla, kun joet ja purot usein
kuivavat ja vesi alkaa puuttua, kulkee karja viiskymmentä ja satukin
englannin penikulmaa yks toisensa perästä heteikön vesille. Sinne
tultua, heittäytyvät janoiset eläimet kärsimättömyydellä puoleksi
kuivuneihin lantaisin, painuvat syvästi mutaan, heittäen joukottain
henkensä.

Päivä loppui ja yön varjot alkoivat peittää maisemia. Kaikin voimin

koittelin huutaa, että ehkä joku kotia palaava paimen kuulisi minua;
ainoastaan joukko säikkyneitä papu-kaijoja kohosi ilmaan rääkyen,
vaan muutoin oli kaikki hiljaa. Siinä luulossa, että olin eksynyt, tulin
nyt ihka varmaksi.

Pidin itseäni tässä erämaassa kadotettuna ihmisenä ja kaikki ne

hirvittävät kuvaukset, joista niin usein olin lukenut ja kuullut
kerrottavan, näyttivät vieläkin kauheimmilla. Läpimärkänä ja
väsyneenä istuuduin kaatuneelle puulle viettääkseni tässä yötä,
vaan nyt alkoi vatsakin vaatia veroansa. Nälän ensimäiset
ahdistukset ovat kovimmat. Ne palaavat säännöllisesti ja päättyvät
heikkoudella ja pyörtymisellä. Jalat eivät tahdo kannattaa ruumista,
välinpitämättömyys ja velttous, jotka ovat nälkään kuolemisen
ensimäiset tunnusmerkit alkavat tuntua; useita kertoja koittelee
kärsivä eksynyt nousta jaloilleen, vaan hän, viimisten voimain
loputtua, kaatuu maahan ja tainnuksissa olo ainaiseksi sulkee hänen
silmänsä. Silloin kaarneet ja korppikotkat tappelevat villikoirain
kanssa saaliista ja kuukausien, ehkäpä vasta vuosien kuluttua
löydetään vaalenneet luut, joiden johdolla sanomalehdet kertovat
uusista uhreista, joita Austraalian erämaa on ottanut.

Muutamia kertoja nukahdin, suloiset mielenkuvaelmat alkoivat

ilveitään, asettaen muun muassa eteeni ruokapöydän monine
herkkuineen; halukkaasti istuin sen ääreen, vaan kylmyys puistatti ja
herätti minut samalla armottomasti. Milloin taas uneksuin makaavani
lämpimällä vuoteella; suloisesti siinä kääntelin ja vääntelin itseäni,
vaan silloin taas putosin oksaltani ja huomasin makaavani märällä
maalla.

Viimeinki koitti toivottu päivä. Sade oli lakannut, auringon

kultasäteet ennustivat kaunista päivää; uuden elämän tunsin
virtaavan jäsenissäni, uuden toivon sydämessäni. Rauhoitin
valittavaa vatsaani tupakkapiipulla, ja, puhaltaessani pienet
tupakkapilvet kirkkaasen ilmaan, mietin mihin suuntaan olisi paras
lähteä. Olin monesti kuullut että ne, jotka eksyvät, useinki päivän
kierreltyä lopullisesti tulevat lähtöpaikkaan ja ettei minulle näin kävisi,
päätin seurata vaan yhtä suuntaa. Vaan minkä suunnan valitsisin?
Kun siitä muutoin en voinut soveltua itse kanssani, päätin onnen
antaa määrätä sen.
 Ensin kuitenki rukoilin Jumalalta apua, sillä onnellinen on se
ihminen, joka tietää, että hänellä on ystävä ylähällä. Ainoastaan
korkeampi voima taisi minut saattaa tästä erämaan labyrintistä ja
tähän voimaan luottaen kirjoitinkin neljälle paperilapulle ilmasuunnat
pohjoinen, etelä, itä ja länsi, kiersin ne torvelle, heitin lakkiini ja vedin
yhden. Länsi oli se ilmansuunta, jota arvan mukaan piti seuraamani
ja niin päätinkin tehdä, niin kauan kun jalkani kannattaisivat.

Voidakseni helpommin ja nopeammin kävellä, otin ainoastaan

tärkeimmät tavarani myötä ja läksin siis auringon ja kompassin
osoittamaa suuntaa astumaan. Joku lakkaamaton levottomuus
pakoitti minua kulkemaan rajusti ja harvoin levähdinkään. Niin tulin
suurelle gummipuita kasvavalle lakeudelle. Semmoiset metsät eivät
ole tiheitä, koska vesakoita puuttuu ja niissä taitaakin sentähden
nähdä pitkät matkat eteensä. Suuria kenguru-laumoja juoksi
sivuitseni, Emiu, Austraalian kamelikurki pärähti lentoon
läheisyydessäni ja villit härät ja hevoset seisahtuivat vähän matkan
päähän katselemaan minua suurilla silmillä. Löysin muutamia
syötäviä juuria ja pesällisen linnunpoikasia, jotka söin; illan tultua tein
tulen, leikkasin nuorta ruohoa ja keitin sen, virkistääkseni itseäni
lämpimällä ruo'alla. Kuitenki tunsin selvästi voimani vähenevän ja
uudestaan alkoi alakuloisuus ja pelko minua vaivata. Ei unikaan
virkistänyt. Kolmas päivä valkeni ja töin tuskin taisin nousta
seisomaan. Pyörrytys ja tähän saakka tuntematon raukeaminen
hervostuttivat jäseneni, kuumetaudin oireet polttivat otsaani, ja,
tuntien kuoleman lähestyvän, täytyi minun itsekseni myöntää loppuni
olevan varman, jos en nopeammin onnistunut päästä tästä
erämaasta. Huomasin, että siitä saakka kuin olin eksynyt, olin
vaeltanut ainakin viiskymmentä englannin penikulmaa ja ei vieläkään
näkynyt yhtään ihmisasunnon jälkeä. Nousin vähäiselle kukkulalle;
vaan jos katsoin mihin hyvänsä, en missään nähnyt apua, en
missään pelastusta. Olinko sivistyneiden ihmisten rajain sisällä, tahi
olinko jo ainaiseksi tullut niiden ylitse? Veikö tieni minut johonkin
vierasvaraiseen paikkaan tahi oliko kova osani määrännyt minut,
hyljättynä maailmalta, vetämään viimiset hengenvetoni tässä
erämaassa? En tietänyt sitä.

Eräs velvollisuus, oli minun vielä täytettävä: jättää jälkeenjääville

tiedon surullisesta kohtalostani. Kirjoitin muistikirjaani saksan ja
englannin kielillä nimeni ja kotopaikkani, pyytäen sitä, joka ehkä löysi
sen, julkaisemaan nämä muistoonpanot, jonka tähden hänelle
testamentteerasin vähäisen omaisuuteni, kymmenen englannin
puntaa (250 suom. mkk.). Sitä paitsi kaversin nimeni juomamaljan
pohjaan ja, pidettyäni iltarukouksen, kääriydyin peitteesen
makaamaan ruvetakseni.

Taisi olla aamu-yö, kun kaukaa kuulin kukon laulun. Nousin ylös
siinä luulossa, että olin uneksinut. Mutta vielä kerran kaikui korviini
nuo vanhat tutut äänet, jotka nyt tuntuivat soitolta toisesta
maailmasta. Olin siis ihmisten läheisyydessä ja samalla
pelastettukin. Muutaman tunnin kuluttua saavuin erään
englantilaisen lammasmoisiolle, jossa taas taisin saada takaisin
entiset voimani. Kuitenki täytyi minun olla siten varova, etten ensi
päivinä nauttinut muuta kuin maitoa ja leipää.

Matka siitä talosta, jossa olin saanut sen onnettoman neuvon,

englantilaisen luo, oli vähän päälle kolmenkymmenen englannin
penikulman. Jos silloin olisin, kun arpa määräsi kohtaloni, lähtenyt
joko pohjoiseen tahi etelään, olisin varmaan kuollut, sillä
jälkimäisessä tapauksessa olisin kahdeksankymmentä penikulmaa
käytyäni tullut meren rannalle ja edellisessä tapauksessa olisin tullut
silloin vielä tuntemattomaan erämaahan.
 *****

Lammasmoisioin vilkkain aika on lampaiden keritseminen. Se

alkaa sade-ajan loputtua Syyskuun alkupäivinä ja loppuu lämpimän
ajan tultua Joulukuun alussa. Silloin on elämä vireätä näillä muutoin
yksinäisillä ja hiljaisilla alueilla. Työmieslaumoja tulee ja lähtee
jalkasin ja ratsain, kauppamiehiä saapuu rikkaasti kuormitetuilla
vaunuilla, tarjoten tavaroitaan; silloin teurastetaan ja leivotaan ja
kaikki herkkupalat, jotka lammasmoisio voi tarjota, peittävät ylellisesti
katetut pöydät. Kaikilta haaroilta tulevat paimenet karjoineen
antamaan ne keritä. Jos vettä on likitienoilla, tapahtuu ensin yleinen
peseminen, jonka jälestä lampaat ajetaan suurien aitauksien sisälle,
joissa keritseminen toimitetaan. Jos tarpeellinen määrä keritseviä
henkilöitä on, alkaa työ. Jokaisella on lammas edessään ja toinen
koittelee voittaa toisensa nopeudessa ja kätevyydessä, joten
harjaantunut henkilö taitaa päivässä keritä sata lammasta. Leikattu
villapeite, joka on yhtenä levynä, pannaan pöydälle, jossa se,
lyhyemmän villan siitä eroitettua, kierretään torvelle ja lasketaan
painon alle. Villapakat viedään likimäiseen satamaan härkien
vetämällä suurilla kaksipyöräisillä kärryillä.

*****

Kun se ilmoitus levisi, että rikkaita kulta-aloja oli löydetty, päätin

minäkin niillä koitella onneani. Kahdeksassa päivässä vei minut eräs
höyrylaiva Port Chalmers'in satamaan Uudella Seelannilla, josta
usean englantilaisen seurassa jatkoin matkaa 80 englannin
penikulman päässä oleville kulta-aloille. Kulkujoukko oli
kansainvaelluksen näköinen, kaikilta haaroilta virtaili ihmisiä
Jalkasin, ratsain ja vaunuilla, ihmisiä kaikenlaisista kansakunnista,
eurooppalaisesta vaaleankeltaiseen kiinalaiseen ja
kuparinkarvaiseen uusi-seelantilaiseen. Perille tultua näimme jo noin
10,000 ihmistä olevan täydessä työssä.

Kulta-ala oli korkeiden vuorien ympäröimä pitkä laakso, jonka

viertemillä kullankaivajain asunnot ja teltit olivat sijoitetut. Mekin
koittelimme niin pian kuin mahdollista sijoittaa itseämme tälle
rinteelle; mutta ensin kuitenki hankimme 10 talarin maksua vastaan,
jokaiselle välttämättömän, luvan maata kaivaa, joka lupa sitte kestää
koko vuoden. Siten saimme laillisen oikeuden kullanetsimiseen
kahdentoista neliöjalan suoranaisella maapalalla.

Paalutettua maa-osamme, rakensimme teltin ja kalvoimme sen

ympärille syvät haudat. Sitte vasta alkoi kullankaivaminen. Tultua
kahden jalan syvyydelle kohtasi meitä liuskakiventapainen
maakerros, jonka seassa kulta oli hienoissa liuskoissa ja jyvissä.
Tämä liuskakivikerros tarkoin raavittiin ja pestiin pelti-astioissa, joten
kaikki keveämmät osat huuhdottiin pois ja raskas kulta putosi
pohjalle.

Käytännössä on kolme erilaista kullankaivu-keinoa. Ensimäistä

keinoa käytetään silloin, kun kulta on ylimäisessä maakerroksessa ja
siten itsekurikin saatavana. Se aika, jolloin, niinkuin Kaliforniassa,
saatiin kultaa joen hiekasta, tahi, niinkuin Austraaliassa, löydettiin
maan pinnalta, on aikoja sitte mennyt. Yleisesti kaivetaan nyt 20
jalan syvyisiä kuoppia ja tämä kullansaanti-keino onkin helpoin.

Toinen menettelö on niinkutsuttu syvään-kaivaminen. Tämä vaatii

täydellisiä vuorimiehen-taitoja, hirsillä salvettuja kaivu-aukkoja ja
kaivannosta vettä nostavia pumppukoneita.

Kolmatta kullansaanti-keinoa käytetään silloin, kuin kulta on

painunut ukonkiveen. Silloin sitä täydellisesti ei voi irroittaa
koneellisella tavalla, vaan eroitetaan se, kiven särettyä, elohopean
avulla. Tätä menettelöä sanotaan "amalgamation'iksi".

Itsekullakin kulta-alalla on monta korkeata virkamiestä ja joukko

poliisipalvelioita, jotka valvovat rauhan ja järjestyksen yli, auttaen
sorrettua oikeuksiinsa. Jos suurempien levottomuuksien aikana tämä
järjestyskunta ei riitä, kehoittaa virkamies oikein ajattelevia lain
nimessä auttamaan häntä.

Jos kullankaivaja tahtoo tarkasti suojella löydetyn kultansa, viepi

hän sen nahkapussissa kultakonttuoriin virkamiesten halttuun. Pussi
pannaan sinettiin, punnitaan, varustetaan omistajan nimellä ja tämä
saapi siitä todistuksen. Joka viikko viedään kulta kaupunkiin sitä
varten tehdyssä vaunussa, jota seuraa aseelliset poliisipalveliat
ratsain; tätä saattoseuraa kutsutaan kultavartiakunnaksi ja tämän
perille saavuttua on tavara säilössä. Usein tapahtui, että
kultavartiakunta sai kärsiä päällekarkauksen ja heille uskotut aarteet
ryöstettiin; mutta siinä tapauksessa ei työntekiä raskaasti
ansaitsemalle omaisuudelleen kärsinyt vahinkoa, vaan hallitus antoi
todistuksen omistajalle joko sen kadotetun määrän kultaa tahi sen
arvon rahassa.

Hallitus piti vielä huolen jumalanpalveluksen viettämisestä kulta-

alueissa, joten ne, jotka tunsivat vielä paremman aarteen kuin
jalkainsa alla olevan metallin, saivat eläkettä sielullensa. Ja todella
olikin se usein mieltä ylentävä ja jalo näky, kun paljaan taivaan alla
joku evankelisen kirkkomme arvokas palvelia julisti evankeliumia
kaikenvärisille ja kaikista maailman osista kokouneelle ihmisjoukolle.

Uuden Seelannin Mauri-nimiset alku-asujamet ovat paljon

vilkkaampaa ja älyllisempää kansaa kuin Austraalian papuaskansa.
He elävät huoneissa, viljelevät peltonsa ja heidän seassaan näkee
kauppamiehiä ja käsityöläisiäkin. Siitä onnesta, että ovat paremmalla
portaalla kuin villit veljensä, on heidän suureksi osaksi kiittäminen
saksalaisten ja englantilaisten lähetyssaarnaajain väsymätöntä työtä,
sillä he kristinopin ohessa toivat myös pakanoille sivistyksen. Villit,
ihmissyöjät Maurit, tekivät kristinopin levittämiselle paljon vastarintaa
ja vielä muutama vuosikin sitte [tämä lienee kirjoitettu noin 1860
vuoden paikoilla. Suom. muistutus.] hyökkäsivät eurooppalaisten
päälle murhaten, jossa tilaisuudessa eräs saksalainen
lähetyssaarnaaja Volkner tapettiin. Villi-ihmiset repivät hänen
sydämensä, söivät sen ja raatelivat ruumista kauheimmalla tavalla.
Näiden hirmutöiden vuoksi lähetettiin Englannista tänne sotaväkeä,
joka murhaajain rankaisemalla matkaansai rauhan.

Uuden Seelannin eteläisin osa, jossa kultamaa oli, on epätasainen

ja vuorinen ja täällä näin taas pitkän ajan kuluttua ensimäisen lumen.
Vaan talvi kaksinkertaisten lasien läpi ja lämpimästä kamarista
näyttää paljoa suloisemmalta kuin kullankaivajan asunnosta,
liinateltistä; senpä vuoksi en halunnutkaan odottaa toisen talven
tuloa, joten palasin runsailla rahavaroilla ja suuremmalla
kokemuksella Austraaliaan amerikkalaisella kolmemastoisella
laivalla ja pääsin neljäviikkoisen myrskyisen matkustuksen perästä
Sydney'n kaupunkiin.

Sydney'llä on yksi kauniimpia satamoja maailmassa. Kuljettua

jyrkän kallioseinän sivu, aukeaa äkki-arvaamatta leveä salmi ja
kahden komean valotornin välitse purjehditaan kauniisen Botany-
Bay'hin, johon katteini Cook sata vuotta sitten istutti englannin lipuu,
ja jonka rannalle sama Englanti sittemmin perusti rangaistus-
siirtomaan Uuden Etelä-Wales'in.
 Austraalia (Uusi Hollanti) on köyhä vedestä ja sentähden myöskin
eläimistä. Maan omista imettäväisistä on siellä suuremmissa
laumoissa ainoastaan kenguruh ja possum, molemmat pussi-
eläimiä, joiden lihaa alku-asukkaat syövät, käyttäen nahan
peitteekseen. Näitä paitsi on maassa runsaasti villiä kissoja ja koiria;
myöhemmin on sisemmällä maata keksitty jokia krokodiileillä.

Käärmeitä on suuressa määrässä ja monenlaatuisia

Austraaliassa. Suurin käärme on 12 jalkaa pitkä ja 6 tuumaa paksu.
Sen lihaa pitävät asukkaat herkkuna. Vaarallisin on kuolinkäärme
(Deadder). Se on vaan kahden jalan pituinen, mutta sen pistosta tahi
puremisesta seuraa kuolema muutamissa silmänräpäyksissä ja itse
olin kerran vähällä saada kuolinhaavan semmoiselta. Kun
Austraaliassa on tapana tappaa kaikki käärmeet, jotka kohtaa, piti
minunkin lyödä pää poikki yhdeltä näistä matelevista eläimistä, vaan
voidakseni sitä paremmin tehdä, tartuin sen takapuoleen. Onnekseni
huomasin ajoissa sen kääntävän päätään kättäni kohti, jonka vuoksi
heti heitin sen kädestäni ja tapoin ynnä kuletin sen likimäiseen
asuntoon saadakseni tietää mitä laatua se oli. Täällä kuulin sen
olevan kuolinkäärmeen, jonka tekemä haava on erittäin vaarallinen.

Toisen kerran löin erästä mustaa käärmettä, vaan luultavasti ei

siihen oikein sattunut; sillä se kohosi pystyyn, sähisi ja kiiruhti
jälkeeni. Vaan kulettuani muutaman askeleen putosi se jalkani eteen,
jolloin onnellisemmalla lyönnillä tein lopun elämästään.

Vaarallisimmat ovat käärmeet Maaliskuussa, sillä silloin on niillä

pojat. Silloin ne ahdistelevat pesäänsä läheneviä ihmisiä ei
ainoastaan päivällä, vaan myös yöllä, jota ne muutoin eivät tee; sillä
tavallisesti on käärme silloin vaarallinen, kun sen päälle polkasee.
Eräänä päivänä istuin muutaman ystävän seurassa tupakoiden
vanhalla kannolla ja tietämättä muusta katselin kangastusta, joka
lämpiminä kuukausina usein näkyy Austraaliassa ja muuttaa sen
suuret heinä-aukot äärettömiksi vesiksi. Silloin äkkiarvaamatta kuului
vähäinen rätinä takanamme ja samassa mateli käärme kumppalini
jalan yli piiloon. Pelästyksellä huusi toverini: "minä olen purtu", veti
saappaan jalastaan ja silloin näimme iholla veritipan, näyttäen
paikan, mihin käärmeen hampaat olivat sattuneet. Päättäväisesti
leikkasi hän veitsellään haavan ympäriltä lihan ja niin kiiruhdimme
likimäiseen taloon, jossa haava suolavedellä pestiin ja sidottiin.
Paitsi vähäistä turvottamista pääsikin ystäväni siitä vaarallisemmitta
seurauksitta. Haavan leikkaaminen on aina paras keino, vaan hyvä
on haavan imeminenkin, jota alkuasujamet tekevät suurella taidolla.

Austraalia on hyvin linturikas ja näitä löytääkin kauneimmilla

höyhenillä; papukaijoja on pieniä ja suuria, viheriäisiä, sinisiä ja
punaisia ynnä monen muun laisia. Valkoiset, kirjavat ja mustat
kakadu't ovat hyvin yleisiä ja tekevät suurta vahinkoa vehnäpelloilla,
että maamiehen leikkuu-aikana täytyy panna vartiat lintulaumoja
säikyttämään. Näitä paitsi on variksia, korppikotkia ja monenlaatuisia
kotkia; omituisimpia eläimiä on Austraalian kamelikurki Emu eli
Emiu, jonka höyhenet ovat pitkien ja paksujen karvojen kaltaisia.

Myöskin on täällä muutamia laululintuja, joista erittäin mainittakoon

harakkain sukuun kuuluva Makpai. Sen laulu on kuitenki
yksitoikkoinen, suruluonteinen ja ei likimainkaan kestä verrata
meidän maan laululintuihin. Olen ollut Darling-joen varsilla ja niillä
tienoin, missä tämä lintulaji asuskelee, vaan en kuitenkaan siellä
kuullut paljon linnunlaulua tahi nähnyt näitä laulajoita suuressa
määrässä. Päinvastoin Austraaliassa paljon kaivataan laululintuja,
jonka vuoksi uskon, että se, joka asiasta on toisin väittänyt, on
erehtynyt.
 Gummipuut, jotka toisinaan kasvavat hyvinkin korkeiksi ja
paksuiksi, täyttävät enimmiten Austraalian metsät. Näitä paitsi on
vielä kauniita havu- ja lehti-puita.

Ihmisen ravinnoksi kelpaavia hedelmiä ja kasvia on sisimäisessä

Austraaliassa vähän tahi ei ollenkaan; vaan siellä kuitenki sangen
hyvästi menestyvät kaikki etelä- ja lämpimäin-maiden kasvit, jos niitä
viljellään. Tarvitseisi vaan ihmisen ahkeruutta muuttamaan nämä
autiot aromaat kasvaviksi pelloiksi ja puutarhoiksi ynnä saamaan
elatusta miljonille ihmisille. Tehdyt pumpuli-istutukset menestyvät
hyvin; kun Cactus-kasvia hoitaa, tulee se pienen huoneen
korkuiseksi ja Adelaide'n, Melbourne'n ja Sydney'n kasvitarhoissa
loistavat ruohokasvit ja puut semmoisella kauneudella, jota
ainoastaan kuumassa ilmavyöhykkeessä voi nähdä. Sydney'n
kasvitarha, jota usein kävin katsomassa, on jo asemansakin
puolesta ihanin. Tämä on rakennettu merenlahden ympäröimälle
kukkulalle ja täällä saapi bambu-ruokoin ja palmupuiden siimeksessä
istua kuuman ilma-alan loistoisain kukkasten ja yrttien keskellä.
Edessään näkee kaikenlaisia ja kaikkein kansain laivoja pienestä
höyrypaatista, joka vie matkustajiansa yhdestä kaupungin-osasta
toiseen, aina komeihin sotalaivoihin ja kalliilla tavaralla lastattuihin
kauppalaivoihin saakka tulevan ja menevän ja paitsi tätä taulua
näkee viehättävästi vaihtelehtavan aaltoavat vehnäpellot ja viheriät
viinamäet takana näkyväin korkeiden, sinisten jättiläisvuorten
kanssa. Toisella puolella näkyy iso, raivoava valtameri, jonka
vaahtopäät laineet vyöryvät siksi, kun voimattomina murtuvat
vanhoihin, arvoisiin kallioseiniin. Tällä kauniilla paikalla kokoutuu
sivistynyt maailma, täällä tapaa herrasmies työntekiän, valko-ihoinen
musta-ihoisen ja kukin virkistää itseään päivän kuorman ja helteen
perästä raittiilla meri-ilmalla ja tropiiki-maailman balsami-lemulla.
Isolla, sitä varten määrätyllä kentällä, kellahtelee terveitä ja iloisia
lapsia ympäri täysikasvaneiden katsannon alla; vanhat ja nuoret,
rikkaat ja köyhät, valko- ja väri-ihoiset, kaikki iloitsevat elämästänsä.
Silloin unohtuvat silmänräpäydeksi kaikki surut ja ikävät muistot,
silloin saapi esima'un paratiisin iloista.

Austraalian alku-asukkaat elävät suvuttain ja harvoin enemmän

kuin kymmenen henkeä yhdessä. He ovat enimmiten laiskoina,
vetelehtävät paikasta toiseen ja kerjäävät. Elämän-vaatimuksensa
ovat pienet; sisämaissa ollessa käyttävät he joko vähän tahi ei
ollenkaan vaatteita, vaan silloin heidän pitää olla puettuina
vaatteisin, kun lähenevät eurooppalaisia uudisasutuksia. Senvuoksi
saavatkin vuosittain kuningatar Viktorian syntymäpäivänä
villapeitteitä ja vaatteita lahjaksi.

He syövät käärmeitä, matoja, yrttiä ja juuria; kuitenkaan eivät he

hyleksi leipää, lihaa eivätkä teevettäkään, ja oleksivat sentähden
mielellään lammasmoisioin ja karjataloin läheisyydessä. Siellä ovat
he suureksi hyödyksi. Heitä käytetään villikarjan pyytämiseen,
eksyneiden lampaiden etsimiseen kuin myös liehtareiksi
tuntemattomissa erämaissa. Samoin kuin kaikilla villikansoilla, ei
näidenkään vaimoilla ole mikään kadehdittava osa. Heidän ei
ainoastaan täydy toimittaa kaikki työt, vaan myös vaeltaessa kantaa
suurin osa aseista, pikku lapset ja koiran-penikat selässä riippuvassa
pussissa. Mies harvoin kantaa muuta kuin keihäänsä, nuijansa ja
sotakirveensä, jotka aseet hän tarvitsee kenguru- ja opossum-
eläimiä pyytäessään. Luonteeltaan ovat he enimmiten säveitä ja
rauhaisia, vaan ärsytettyä tulevat hyvinki vaarallisiksi. Rikotun
lupauksen he usein kostavat vielä vuosienkin kuluttua ja minulle
itselleni antoi vanha alku-asukas sen neuvon, etten konsaan pitäisi
antaa mustan miehen käydä tahi ratsastaa takanani, vaan aina pitää
häntä edessäni; "sillä", sanoi hän, "jos musta mies näkee valko-
ihoisen edessänsä, niin tulee Devil-Devil (paha henki) mustan
miehen päähän ja silloin tappaa hän valkean miehen."

Austraalian alku-asukkaiden uskonnonkäsitys on hyvin himmeä ja

taika-uskoinen. Kristinoppi on tähän saakka tehnyt melkein
näkymättömiä hedelmiä heidän seassaan, johon sekin suurena
syynä lienee, että on vaikea totuttaa heitä järjestykselliseen
elämäntapaan. Sairasten ja viheliäiden lasten kanssa he
menettelevät raa'asti, siten että rutistavat ne kuoliaaksi, jota vastoin
he kunnioittavat iäkkäitä. Kuolemantapauksissa he hirveästi
ulvoavat, ripustaen tulirovion yli ruumiin, josta kokoovat rasvaa ja
hierovat sillä itseään.

Samassa määrässä, kuin sivistys tunkeutuu Austraalian alku-

asukasten sekaan ja niiden aloille, kuolevat he valkoihmisten
tuomain tautien kautta tahi vetäytyvät yhä enemmän maan sisälle.
Pidetään varmana, ettei se aika, jolloin papuas-suku tykkänään on
hävinnyt maan piiriltä, ole peräti kaukana.

Onnellinen se, joka kotimaallaan saapi elatuksensa, joka levossa

ja rauhassa siellä taitaa nauttia jokapäiväistä leipäänsä. Hän
menettelisi peräti tyhmästi, jos hän syyttä pakotta hylkäisi sen ja
onnen kaupalla kaikenmoisten vastuksien alla tahtoisi hankkia
itselleen uuden. Eivät kaikki kuitenkaan ole niin onnellisia, että
voisivat, hankkia toimeentulonsa kotimaallaan ja viisaudessaan on
Luoja niin määrännyt, että kaukaisemmatkin ihmisköyhät maat
tulisivat asutuiksi ja viljellyiksi.

Tällä lopetan kertomukseni vaiheistani Austraaliassa. Sikäli kuin

kokemuksesta tätä maata tunnen, tahdon vaan lisätä tämän maan,
vaikka siitä on paljon kirjoitettu, kuitenkin vielä olevan sangen
tuntemattoman; se tarjoaa rikkainta ja viehättävintä vaihtelevaisuutta
niin hyvin luonnontutkialle kuin yleiseen tiedemiehelle samoin kuin
tavalliselle matkustajalle, joka vaan huvikseen kiertelee ympäri
maata.

II.
HAAKSIRIKON JÄLKEEN

Kirj. Friedrich Gerstäcker

ENSIMÄINEN LUKU.

Parkaasi.

Katteini Oilytt'in kuljettama englantilainen laiva Boreas, määrätty

Sydney'stä Austraaliassa Kalkuttaan, oli purjehtinut pohjaiseen,
voidakseen päästä lyhempää tietä Torres-salmen kautta. Siten jäi
tosin pitkä matka Austraalian mannermaan ympäri pois, vaan sen
sijaan täytyi purjehtia hyvinkin vaarallisen Barrier-Reefs-nimisen
kulkuväylän läpi; niin tapahtui, että laiva äkki-arvaamatta päivän
koitteessa, rajun itätuulen myrskytessä, oli tullut niin lähelle
kalliosärkkiä, ettei mitenkään enää voinut selvitä niistä.

Katteini Oilytt oli kunnollinen merimies, vaan hänellä oli suuri vika:
hän nautti liiallisesti väkeviä juomia ja oli silloin kova ja tunnoton
laivansa väelle, joka sentähden ei rakastanutkaan häntä. Kaikki
olivat jo kerran karanneetkin hänen tyköänsä Sydney'ssä; vaan
lupaamien palkintojen kautta sai hän heidän takaisin ja nyt vasta
heillä olikin oikein vaikea olo laivalla.

Yhteinen hengenvaara kysymyksessä olevassa tilaisuudessa esti

kuitenkin nurinan, joka oli ilmestymäisillään häntä kohtaan. Kuolema
silmäinsä edessä, tekivät merimiehet työtä; sillä jos myrsky heidät
lähätäisi aärimäisiä luotoja vasten, olisi laiva mennyt pirstaleiksi ja
silloin taas ei kukaan siinä oleva ihminen olisi pelastunut aaltojen
kuohusta. Katteini tiesi tämän myöskin. Laivansa oli auttamattomasti
hukassa, vaan kun se vieri kallioita vasten, huomasi hän aukon
koralli-särkkien välissä ja hurjalla uskaliaisuudella käänsi hän
onnettoman laivansa keula-laidan raivoavaan hyrskyyn. Hänelle
onnistuikin päästä aalloilta suojaan, vaan Boreas luonnollisesti tarttui
karille ja jo ensimäisellä töyttäyksellä, jonka laiva sai, kaatuivat sen
mastot veteen.

Laiva oli siis kärsinyt haaksirikon, vaan sitä ei enää tavanneet

vyöryävät aallot, koska äärimäiset korallisärkät, joiden takana
rikkoutunut laiva oli, eroittivat kuohuavan veden tyynemmästä.
Ulkopuolella särkkiä sai tuulla kuinka hyvänsä; täällä sisäpuolella
taisi myrsky korkeintaan karehtia veden pinnan, vaan ei koskaan
tehdä sitä kuohuvaksi aalloksi ja koska oli kylliksi tilaa laskea vene
vesille, taisi varmasti päättää vaaratta voida soutaa jollekin Itä-Intian
saarista.

Katteinin käytös oli herättänyt vihaa kaikissa. Tavallinen

kuuliaisuus esti tosin laivamiehiä häntä suorastaan
vahingoittamasta, sillä hän oli kuitenkin heidän katteininsa, jota tuli
totella; vaan väki ei myöskään aikonut peräti kauan kärsiä hänen
ilkeyttänsä.

Erästä laivanväestä, saksalainen Hanso, joksi häntä kutsuttiin, piti

turhanpäiväisestä rangaistaman juuri silloin, kun myrsky alkoi.
Laivan haaksirikko oli vapauttanut hänet rangaistuksesta ja katteini
Oilytt tahtoi nyt, saadakseen aikomustaan panna toimeen, heittää
hänet laivaraakille, vaikka ensimäinenkin perämies väitti vastaan.
Laivamiehet olivat kuitenkin jo väsyneet hänen julmuudelleen ja
selittivät konrahtinsa Boreas-laivan kanssa haaksirikon kautta
rikkoutuneen ja että kullakin oli oikeus pelastaa henkensä miten
parhaiten taisi. Kolme heistä, englantilainen Bill ja kaksi ranskalaista
Jean ja Francois ottivat sentähden pienen paatin halttuunsa, koska
katteini itseään varten oli laskenut parkassin veteen. Katteini raivosi
vimmastuneena tästä teosta; vaan hän oli jo kadottanut valtansa ja
kun oli aluksineen näkyvistä, läksi vene soutamaan jälkeenjääneen
väen kanssa.

Parkaasi jatkoi matkaansa niin pian kuin mahdollista. Tuuli oli

hiljennyt päivän koitteessa — eli oikeastaan kohta sen jälkeen, kun
laiva oli törmännyt särkille — ja tarpeeksi vahva itätuuli täytti
parkaasin purjeet.

Tässä venheessä, oli yhdeksän henkeä: katteini Oilytt, ensimäinen

perämiehensä Black, toinen perämies Ovens, laivan tavaran-hoitaja,
kokki, neekeri, jota laivamiehet kutsuivat "tohtoriksi" ja kirvesmies
ynnä kolme englantilaista laivamiestä, Jack, Bob ja Jim. Mate, joksi
englantilaisten laivain ensimäistä perämiestä kutsutaan, piti perää,
toinen hoiti purjetta ja katteini laskeutui vuoteelle, jonka oli tehnyt
mukaan ottamasta matrassistaan. Vihastuneena viime kohtauksesta
laivalla, katseli hän eteensä rypistetyin kulmakarvoin ja naukkasi
aina — useammin kuin olisi ollut tarpeen — viinaputelista, joka oli
asetettu venheen laidan ja matrassin väliin, ettei kaatuisi.

Blackilla oli täysi työ perän pidossa, sillä he eivät vielä

likimainkaan olleet Torressalmen varsinaisessa kulkuväylässä, vaan
eräässä siitä eroavista kanavoista, joissa korallisärkät kaikkialla
kohoavat, heittäen usein vaan sangen kaitoja kulkupaikkoja, joiden
läpi parkaasi tuskin saattoi tunkeutua. Sitä paitsi oli perämiehelle
haittana iso purje. Ei siis voinut ajatellakaan laskea määrättyyn
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