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Communicating in Business

Author(s): Robert Insley

Edition: 2

Copyright: 2017

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Business communication instructors and trainers must prepare students and employees to communicate effectively and efficiently in the ever-changing and increasingly global business environment.

Communicating in Business fuses a text with continuously-updated website resources that provide a comprehensive, introductory business communication textbook that serves university, junior college, and community college students from a variety of disciplines, as well as corporate and government personnel.

The NEW edition of Robert G. Insley’s Communicating in Business:

  • Is a culmination of the author’s graduate-level business communication training, undergraduate- and graduate-level teaching experiences, corporate and governmental consulting and training experiences, research efforts, and university and community service experiences.
  • Is divided into six comprehensive parts: Communication Essentials; Business Communication Technology; Business Writing; Business Presentations; Communicating Collaboratively; and Employment Communication: The Job Search Process.
  • Is Student Friendly! Learning outcomes, chapter outlines, web links, interactive exercises, preview/review tests, interactive glossary, PowerPoint© presentations, and writing mechanics and guidelines are provided within the text and accompanying website.
  • Is Easy to Adopt! Syllabi, discussion and review questions, self-assessment exercises, cases, PowerPoint© presentations, sample business letters, team projects, test banks, and more are provided to adopting instructors.

Part I:  Communication Essentials  
Chapter 1: Communicating in Organizations 

Learning Outcomes 
Select Key Terms  
Benefits of Learning about Communicating in Organizations 
Introduction  
The Quality of Communication in Organizations 
•    Ways Organizations are Affected 
•    Ways Employees are Affected 
•    Ways Customers and Clients are Affected 
•    Ways Investors and Suppliers are Affected 
•    Ways Economies are Affected 
•    Ways Societies are Affected 
Setting a Strong Base: Practical Suggestions 
•    Maintain an Appreciation for How Challenging Communicating Effectively Really Is 
•    Work to Improve Your Communication Skills throughout Your Career 
•    Consider the Impact of Location on Communication Effectiveness 
•    Consider the Impact of Timing on Communication Effectiveness 
•    Analyze Your Audience 
•    Be a Congenial Communicator 
•    Be an Ethical Communicator 
•    Choose the Best Communication Medium for the Situation   
•    Choose Your Most Effective Writing Tool  
•    Develop an Assertive Communication Style 
•    Develop Effective Team Communication Skills 
•    Develop Effective Intercultural Communication Skills 
•    Keep Up with Communication Technology Developments 
•    Use Humor, but Do So Cautiously 
Evaluating Communication 
•    Effective Communication 
•    Efficient Communication 
Informal and Formal Communication 
•    Informal Communication 
•    Formal Communication 
•    Formal Communication Networks 
•    Downward Communication 
•    Upward Communication 
•    Horizontal Communication 
•    Diagonal Communication 
•    Open Communication Environments 
Notes 

Chapter 2: Communicating Appropriately: Business Etiquette 
Learning Outcomes 
Select Key Terms  
Benefits of Learning about Business Etiquette 
Introduction 
The Impact of Business Etiquette  
Business Etiquette at the Office 
Mastering the Fine Art of Introductions 
•    Shaking Hands 
•    Making Group Introductions 
•    Remembering Names 
Learning Your Company’s Culture 
•    Addressing Others 
•    Interacting with Peers 
•    Interacting with Subordinates 
•    Interacting with Supervisors 
•    Getting the Most Out of Your Relationship with Your Boss 
•    Dealing with Difficult Bosses 
Telephone Etiquette 
•    Placing and Answering Calls 
•    Screening Calls 
•    Placing Callers on Hold 
•    Leaving a Voicemail Message 
•    Taking a Message  
•    While You Are Talking 
•    Ending the Conversation 
•    Conference Call Etiquette 
Social Media Etiquette   
Elevator Etiquette 
Dress 
Grooming 
Cubicle Etiquette 
Restroom Etiquette 
Office Parties 
Business Etiquette Outside the Office 
•    Networking 
•    Business Card Protocol (To Offer or Not to Offer) 
Business Dining Etiquette 
•    Protocol for the Host 
•    Seating Arrangements 
•    At the Table 
•    Talking Business 
•    Deciphering the Formal Table Setting 
•    Glasses and Cups 
•    Plates 
•    Etiquette by Course 
•    Drinking Alcoholic Beverages at a Business Dinner 
•    Toasts 
•    Texting During a Business Dinner 
•    Leaving the Table During a Business Dinner 
•    Thank You Notes 
Notes 

Chapter 3: Intercultural Communication
Learning Outcomes 
Select Key Terms  
Benefits of Learning about Intercultural Communication 
Introduction    
Global Intercultural Communication Challenges 
Domestic Intercultural Communication Challenges 
Cultural Considerations 
•    Communicating in Low-Context and High-Context Cultures 
Language Considerations 
•    Your Options 
The Role of Dialects and Accents 
•    Communicating in Writing with Intercultural Communication Partners 
•    Drafting for International Audiences 
•    Become Familiar with International English Usage 
•    Respect the Customs of Your Reader’s Country by Adapting Your Writing Style and Tone to Theirs 
Communicating Verbally with Intercultural Communication Partners 
Nonverbal Considerations 
•    Nonverbal Communication Categories 
Intercultural Communication and International Business Sources 
•    Journals 
•    Periodicals 
•    Books 
•    Databases 
•    Websites 
•    YouTube Videos 
•    Societies and Associations 
•    Other Sources 
Notes 

Part II: Communication Technology 
Chapter 4: Communication Technologies 

Learning Outcomes 
Select Key Terms  
Benefits of Learning about Communication Technologies 97
Introduction  
Keeping Up: What, How, and When 
•    What 
•    How 
•    When 
Significant Communication Technology Developments of the Past 
The Internet and World Wide Web 
•    The Internet’s Impact 
•    The Internet and Organizations 
•    Ways the Internet Enhances Communication 
•    Barriers to the Internet 
Communicating Using Wireless Technologies 
•    Wireless Communication Devices 
•    The Impact of Wireless Communication Technologies 
Using Communication Technology Effectively 
•    Choosing the Appropriate Communication Medium 
•    Control the Technology, Rather Than Allowing It to Control You 
•    Assistive Technologies 
Some Cautious Communication Technology Predictions 
Notes 

Chapter 5: Social Media 
Learning Outcomes 
Select Key Terms   
Benefits of Learning about Social Media 
Introduction    
Social Media Overview   
•    Social Media Categories 
•    Major Challenges Social Media Pose 
The Role of Social Media in Organizations   
•    Most Widely-Use Social Media Sites in Organizations    
•    External Blogs 
•    Internal Blogs 
•    Social Media Drawbacks  
Social Media Writing Suggestions
•    Writing Suggestions Specific to Facebook, Twitter, LinkedIn, Pinterest, Google+, Tumblr, Instagram, YouTube, and Blogs 
•    Writing Professional Bios for Social Media Sites  
•    Writing Social Media Policy  
•    Writing Basics  
•    Barriers to Effective Writing for Social Media Sites  
Social Media Netiquette  
Notes  

Part III: Business Writing 
Chapter 6: Writing Electronically 

Learning Outcomes 
Select Key Terms  
Benefits of Learning about Electronic Writing 
Introduction    
Electronic Writing in Organizations 
E-mail  
•    Selecting the Right Medium: To E-mail or Not to E-mail 
•    Managing High-Volume E-mail 
•    E-Policies and Potential E-mail Liability Issues 
•    Getting Familiar with the E-mail Culture of Your Organization 
•    Writing Effective E-mail Messages 
•    Drafting Effective E-mail 
•    Editing and Revising E-mail Messages 
•    Proofreading E-mail Messages   
•    Observing E-mail Netiquette 
Instant Messaging 
•    Major Uses of IMs in Business 
•    How to Use IM 
•    Writing Effective Instant Messages 
•    Instant Messaging Netiquette 
Texting 
•    Business Uses of Texting 
•    Writing Effective Text Messages 
•    Texting Netiquette 
Websites 
•    Website Writing Suggestions 
Choosing the Right Communication Medium When So Many Writing Choices Are Available 
Notes 

Chapter 7: Planning & Drafting Business Documents 
Learning Outcomes 
Select Key Terms 
Benefits of Learning about Planning and Drafting Business Documents 
Introduction    
How Academic Writing Differs from Business Writing 
The Three-Stage Writing Process 
•    Stage 1 of the Writing Process: Planning 
•    Defining Your Purpose 
Analyzing Your Audience 
•    Classifying Your Audience 
•    Identifying the Needs of Your Audience 
Organizing Your Ideas 
•    Achieving Good Organization 
•    Ways to Organize Your Ideas 
Choosing the Best Writing Medium for the Situation 
•    Writing Media Options  
•    Making the Writing Medium Choice  
•    Audience Expectations  
Stage 2 of the Writing Process: Drafting 
•    Getting Started: Moving Past Writer’s Block 
•    Drafting to Support Your Purpose: Types of Supporting Detail 
Drafting with Your Audience in Mind: Creating Goodwill 
•    Developing a You-Attitude 
•    Abusing the You-Attitude 
•    Developing Reader Benefits 
•    Emphasizing the Positive 
•    Using Unbiased Language 
Drafting with Organization in Mind: Building Paragraphs 
•    Paragraph Unity 
•    Paragraph Development 
•    Paragraph Coherence 
Managing the Drafting Process in Organizations 
•    Document Modeling 
Notes 

Chapter 8: Revising Business Documents 
Learning Outcomes 
Select Key Terms  
Benefits of Learning about Revising Business Documents 
Introduction    
Stage 3 of the Writing Process: Revising 
•    Revising for Content 
•    Revising the Introduction 
•    Revising the Body 
•    Revising the Conclusion 
•    Revising for Organization 
•    Revising Writer-Centered into Reader-Centered Writing 
•    Revising the Format for a Reader-Friendly Document 
•    Revising for Your Audience: Style and Tone 
•    Revising Your Sentence Structure 
•    Revising for Word Choice 
Proofreading 
Giving and Taking Criticism Effectively   
Managing the Revision Process in Organizations   
Notes 

Chapter 9: Business Letters & Memos 
Learning Outcomes 
Select Key Terms  
Benefits of Learning about Business Letters and Memos 
Introduction    
Written Communication in Organizations 
The Roles of Letters and Memos in Organizations 
•    The Role of Business Letters 
•    The Role of Business Memos 
•    Impact of Writing Basics on Business Letter and Memo Quality 
•    Key Writing Principles That Affect Business Letter and Memo 
Business Letters 
•    Business Letter Styles 
•    Second- Letter Headings 
•    Business Letter Components 
•    Other Business Letter Components 
Writing Strategies 
•    Direct Strategy 
•    Direct Strategy Outline 
•    Indirect Strategy 
•    Persuasive Strategy 
•    A Final Letter-Writing Strategies Reminder 
•    Writing Styles 
Business Memos 
•    Features of Memos 
•    Memo Format 
•    Sample Memos 
Notes 

Chapter 10: Business Reports
Learning Outcomes 
Select Key Terms  
Benefits of Learning about Business Reports 
Introduction    
What Is a Business Report? 
The Role of Business Reports in Organizations 
•    Report Requesters’ Expectations 
•    Internal Flow of Reports 
•    External Flow of Reports 
Characteristics of Business Reports 
•    Report Length 
•    Level of Formality 
•    Listings 
•    Headings 
•    Visual Aids 
Conducting Research for Report Writing Purposes 
•    Journals 
•    Periodicals and Newspapers 
•    Books 
•    Databases 
•    Websites 
•    Other Sources 
Business Report Categories and Types 
•    Business Report Categories 
•    Business Report Types 
Formal Business Reports 
•    Key Components of a Formal Business Report 
•    Prefatory Parts 
•    Report Proper 
•    Report Body 
•    Notes 
•    Appended Parts 
Report Coherence: Tying It All Together 
•    Guidelines for Including Coherence Techniques 
•    Coherence Techniques 
Electronic Tools That Support Report Development 
•    For Planning, Outlining, and Organizing Your Report 
•    For Developing and Administering Surveys and Questionnaires 
•    For Capturing, Storing, and Accessing Reference Citations 
•    For Storing Data and Information 
•    For Developing and Displaying Visual Aids 
•    For Developing Reports on Writing Teams 
Notes 

Part IV: Business Presentations 
Chapter 11: Developing Business Presentations 

Learning Outcomes 
Select Key Terms 
Benefits of Learning about Developing Business Presentations 
Introduction    
Why Business Presentations Are Given 
Main Types of Business Presentations 
Why You Should Develop Good Presentation Skills   
•    Acquiring Presentation Training 
•    Acquiring Presentation Experience 
•    Benefits of Effective Presentations 
Basic Components of Effective Presentations 
•    Understanding the Purpose of the Presentation 
How Do You Feel About Giving Presentations? 
•    Presentation Anxiety: Will You Control It or Will It Control You? 
•    Why Do Most of Us Experience Presentation Anxiety? 
•    Benefits of Managing and Using Speaking Anxiety while Planning and Preparing Presentations 
•    Managing and Using Speaking Anxiety while Planning and Preparing Presentations 
•    Relaxation Strategies While Planning and Preparing Presentations 
•    Presentation Anxiety Control Strategies to Control Speaking Anxiety While Planning and Preparing Presentations 
Planning Business Presentations 
•    What Is My Presentation Objective? 
•    What Do I Need to Know about My Audience? 
•    What Information Do I Need to Share? 
•    What Information Should I Present Visually? 
•    What Types of Visual Aids Should Be Included? 
•    How Many Visual Aids Should Be Included? 
•    What Are My Equipment and Software Needs? 
•    What Appearance Does My Audience Expect? 
Preparing Business Presentations 
•    Visit Your Presentation Site 
•    Gather the Presentation Information 
•    Organize the Information 
•    Develop an Outline 
•    Develop Your Visual Aids 
•    Prepare for Equipment and Software Problems 
•    Prepare for the Question-and-Answer Session 
•    Practice Your Presentation 
Notes 

Chapter 12: Delivering Business Presentations 
Learning Outcomes 
Select Key Terms   
Benefits of Learning about Delivering Business Presentations 
Introduction    
The Final Hours Leading Up to the Presentation 
Presentation Anxiety: Before and During Presentations 
•    Presentation Anxiety—The Night before the Presentation 
•    Presentation Anxiety—The Day of the Presentation 
•    Presentation Anxiety—The Few Minutes before the Presentation 
•    Presentation Anxiety—During the Presentation 
Delivering Business Presentations 
•    Start and Finish Your Presentation on Time 
•    Make Speaker Introductions 
•    Give a Presentation Overview 
•    Use Notecards and Tablets Effectively 
•    Display Appropriate Body Language 
•    Avoid Distracting Nonverbal Behaviors 
•    Use Your Voice Effectively 
•    Use Visual Aids Effectively 
•    Be Prepared, Skilled, Sincere, and Enthusiastic 
Conducting Effective Question-and-Answer Sessions 
Evaluating Your Presentations 
Notes 

Part V: Communicating Collaboratively  
Chapter 13: Listening  

Learning Outcomes 
Select Key Terms   
Benefits of Learning about Listening 
Introduction    
The Role of Listening in Organizations 
How Organizations Are Affected by Listening 
The Effects of Good Listening on Individuals’ Careers 
•    Ways Good Listening Affects Employees’ Careers 
Listening Effectively When Communicating Electronically 
•    Electronic Communication Technologies: Have They Improved Our Ability to Listen Effectively 
•    Using Electronic Tools in Ways That Support Effective Listening 
The Nature of Listening 
•    Hearing and Listening—What’s the Difference? 
•    Listener Styles 
Common Barriers to Effective Listening 
•    Inappropriate Attitude toward Listening 
•    Failure to Work at Listening 
•    Failure to Give Full Attention to the Person Speaking 
•    Failure to Listen for Emotions and Nonverbal Cues 
•    Failure to Listen for Facts and Details 
•    Conflicting Nonverbal Cues 
•    Closed Mindedness 
•    Urge to Interrupt or Debate 
•    Failure to Control Emotions 
•    Failure to Control Selective Listening 
•    Allowing Status to Interfere 
•    Allowing Environmental Distractions to Interfere 
•    Failure to Put the Speaker at Ease 
•    Message Organization Barriers 
•    Allowing Content-Related Barriers to Interfere 
•    Allowing Speaker-Related Barriers to Interfere 
Recommended Listening Techniques 
•    Develop and Maintain the ‘Right Attitude’ Toward Listening 
•    Give Your Full Attention to the Person Speaking 
•    Listen for Emotions and Nonverbal Cues As Well As for Facts and Details 
•    Capitalize on the Speaking/Listening Rate Differential 
•    Be Open-Minded 
•    Control Your Emotional Blind Spots 
•    Empathize With the Speaker 
•    Remove Environmental Distractions 
•    Avoid the Urge to Speak Too Soon 
•    Do Not Allow Status to Interfere 
•    Avoid Message Content-Related Barriers 
•    Avoid Speaker-Related Barriers 
Notes   

Chapter 14: Communicating in Business Teams  
Learning Outcomes 
Select Key Terms  
Benefits of Learning about Communicating in Business Teams 
Introduction    
The Role of Teams in Organizations   
•    Types of Teams 
Team Development 
•    Key Factors That Affect Team Development 
Team Member Styles 
•    Team Member Roles 
  Team Leaders  
Effective Communication in Teams 
Writing Teams 
•    Coordinating Successful Writing Teams 
•    Collaborative Writing Stages Suggestions 
•    Common Reasons for Writing Team Failure 
•    Determining Writing Team Work Assignments 
•    Guidelines for Building a Successful Writing Team 
•    Planning for the Unexpected When Writing Collaboratively 
Online Collaborative Writing Tools and Virtual Writing Teams 
•    Writing in Virtual Writing Teams 
•    Using Writing Team Software Effectively 
Notes 

Chapter 15: Communicating in Business Meetings
Learning Outcomes 
Select Key Terms  
Benefits of Learning about Communicating in Business Meetings 
Introduction    
The Role of Meetings in Organizations 
•    Reasons for Holding Business Meetings 
Business Meeting Approaches 
•    Face-to-Face Meetings 
•    Videoconferences 
•    Web Conferences (Virtual Meetings) 
•    Conference Calls 
•    Electronic Meeting Systems 
•    Telepresence Systems 
Obstacles to Effective Business Meetings 
Business Meeting Agendas  
Communicating Effectively in Business Meetings 
•    Communication Techniques for Meeting Participants 
•    Communication Techniques for Meeting Leaders 
Notes 

Part VI: Employment Communication: The Job Search Process  
Chapter 16: Job Search: Pre-Interview Steps 

Learning Outcomes 
Select Key Terms  
Benefits of Learning about the Pre-Interview Job Search Steps 
Introduction    
Job Searches: You Will Likely Participate in Several 
The Job Search Process—An Overview 
Step 1: Making the Right Career Choice 
•    Your Current Career Choice Status 
•    The Basis for a Good Career Choice 
•    How to Determine What Is Right for You 
•    Learning about Career Options 
•    Is Making a Career Choice a Once-in-a-Lifetime Decision? 
Step 2: Locating Job Prospects 
•    Know What You Want 
•    What If You Don’t Know What You Want to Do? 
•    Start Early 
•    Techniques and Sources for Identifying Job Prospects 
•    How White-Collar Job Hunters Can Improve Their Chances 
Step 3: Researching Organizations and Jobs 
•    General Advice 
•    What Will You Gain from Researching Organizations and Jobs? 
•    Techniques for Researching Organizations and Jobs 
Opportunities to Persuade Recruiters 
•    Skills Employers Look For in Job Candidates 
•    Personal Attributes Employers Look For in Job Candidates 
•    Promoting Your Merchandising Qualities 
Step 4: Writing Persuasive Cover Letters 
•    What Purposes Do Cover Letters Serve? 
•    Should You Always Include a Cover Letter? 
•    The Importance of a Reader-Centered Tone in Cover Letters 
•    Cover Letter Strategy and Structure 
•    The Persuasive Elements of Cover Letters 
•    Format Considerations for Cover Letters 
•    Cover Letter Books 
•    Are Cover Letters as Important as Résumés? 
Step 5: Developing Effective Résumés 
•    How Many Résumés Do You Need to Develop? 
•    What Purposes Do Résumés Serve? 
•    The Changing Nature of Résumés 
•    What Is the Desired Length? 
•    Résumé Types 
•    General Suggestions about Résumés 
•    Recommended Résumé Components 
•    Format Considerations for Non-Electronic Résumés 
•    Résumé Books 
•    Résumé Software 
•    Submitting Résumés Electronically 
•    Electronic Résumé Resources 
•    The Need to Take Care When Developing Résumés 
•    Update Your Résumé Periodically 
•    Do Not Stretch the Truth on Your Résumé 
Notes 

Chapter 17: Job Search: Interviews & Beyond 
Learning Outcomes 
Select Key Terms   
Benefits of Learning about the Post-Résumé Job Search Steps 
Introduction   
Step 6: Interviewing 
•    Interviewing Goals: Job Candidates and Recruiters 
•    Job Candidates’ Interviewing Goals 
•    Recruiters’ Interviewing Goals 
•    Types of Interviews 
•    Interviewing Resources 
Preparing for Job Interviews 
•    The Good News 
•    Anticipate a Short Small-Talk Session before the Interview 
•    Anticipate Major Types of Questions That May Be Asked 
•    Anticipate Commonly-Asked Questions 
•    Anticipate Unusual or Odd Questions 
•    Anticipate Illegal and Unethical Questions 
•    Being Asked about Weaknesses and Failures 
•    Develop Questions to Ask Recruiters 
Persuasive Opportunities 
•    Review Your List of Skills Employers Want in Job Candidates 
•    Review Your List of Attributes Employers Want in Job Candidates 
•    Review Your List of Merchandising Qualities 
•    Develop a List of Success Stories 
Additional Interview Preparation Suggestions 
•    Practice 
•    Determine Your Benefits Wish List 
•    Determine Your Worth 
•    Anticipate Testing during the Interviewing Process 
•    Prepare a List of References 
•    Gather Materials You Should Take to Interviews 
•    Determine Mode of Transportation and Route to Your Interview Site and When to Leave 
•    Prepare for Good Personal Hygiene and Appearance  
•    Prepare Yourself Psychologically and Physically 
Job Interviews: On Deck 
Job Interviews: On Stage 
Interviewing Suggestions 
Step 7: Developing Effective Follow-Up Correspondence 
•    Thank-You Notes 
•    Job Acceptance Letters 
•    Letters Declining Job Offers 
•    Checking Back with Recruiters 
  Checking Back with Recruiters   
Reasons for Rejection After a Job Interview   
Job Resignation Letters   
Managing Your Career  
Notes 

Glossary 

Index
 

Robert Insley

Robert Insley is the coordinator for the business communication course offerings in the Department of Management (College of Business) at the University of North Texas. He received his B.S. and M.S. Degrees in Business Education from Bowling Green State University and his Ed.D. in Business Education, with specialization in Business Communication, from Northern Illinois University. He was a high school business teacher and wrestling coach before working as a software quality reviewer for Zenith Data Systems. Next, he turned his attention to university teaching, research, and service. He is a senior faculty fellow in the Next Generation Course Redesign Program at the University of North Texas—a program designed to promote engaged learning instructional strategies. He is also the faculty advisor for the Alpha Nu chapter of Phi Chi Theta business and economics fraternity. He has won several university and college awards including the university Honor Professor Award, several College of Business Outstanding Teacher Awards, and the university Extraordinary Professional Service Award. He is a member of honor societies in business and business education.

Robert has 32 years of experience teaching business communication, organizational behavior, and management concepts as well as other courses. He has served on several Ph.D. dissertation committees as well as numerous university, college, and department committees. Over the years, he has consulted and conducted training sessions for a number of corporations and governmental associations including the Ford Motor Company, UPS, and Boeing Electronics.

He has conducted research on a variety of business communication topics, instructional pedagogies, engaged learning, communication technologies, university space management, and business ethics. He has had articles published in the Journal of Business Communication, Business Communication Quarterly, The Bulletin of the Association for Business Communication, Journal of Business Ethics, Journal of Organizational Behavior Education, Journal of Business & Entrepreneurship, Journal of Computer Information Systems, and elsewhere. Robert has also written supplements for business communication, organizational behavior, principles of management, introduction to business, and labor relations and negotiations textbooks. He has also given presentations and chaired sessions at numerous international and national professional conferences including the Association for Business Communication, Academy of Management, Decision Sciences Institute, Comparative International Educational Society, American Educational Research Association, Society for Research in Higher Education, Sloan Consortium Blended Learning Conferences, and World Universities Forum Conference.

Robert has served on several school district bond committees in his home town. He has served consistently on the technology subcommittees and most recently chaired the technology and security subcommittee.

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