BC_Final LectureE-Mail Writing Ettiquettes[1]
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EmailEmail
EtiquetteEtiquetteYour key to effectiveYour key to effective
technologicaltechnologicalcommunication.communication.
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Netiquette and More:
Good Manners in
Todays Electronic
Workplace
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What is Netiquette?What is Netiquette?
It is networkIt is network
etiquette - a set ofetiquette - a set ofrules for properrules for proper
behavior onlinebehavior online
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Why is email etiquetteWhy is email etiquette
important?important? We all interact with the printed word as though itWe all interact with the printed word as though it
has a personality and that personality makeshas a personality and that personality makes
positive and negative impressions upon us.positive and negative impressions upon us.
Without immediate feedback your document canWithout immediate feedback your document can
easily be misinterpreted by your reader, so it iseasily be misinterpreted by your reader, so it iscrucial that you follow the basic rules of etiquettecrucial that you follow the basic rules of etiquette
to construct an appropriate tone.to construct an appropriate tone.
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First ImpressionFirst Impression
HappensHappens Do you not care if you leave an unfavorableDo you not care if you leave an unfavorable
impression?impression?
There is nothing wrong with caring about howThere is nothing wrong with caring about how
you are perceivedyou are perceived
When you send an email in all small case, filledWhen you send an email in all small case, filledwith grammatical errors, what will the person onwith grammatical errors, what will the person on
the other side of the screen think?the other side of the screen think?
It gives impression about your level of education,It gives impression about your level of education,
technological awareness, etctechnological awareness, etc
First impression happens and you can controlFirst impression happens and you can control
what it will be by little effort required to reflectwhat it will be by little effort required to reflect
knowledge, courtesy, and understandingknowledge, courtesy, and understanding
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Electronic Mail EtiquetteElectronic Mail Etiquette
Huge topic and lots ofHuge topic and lots of
resourcesresources
New culture/vocabularyNew culture/vocabulary
NetizenNetizen FlameFlame
SpamSpam
EmoticonsEmoticons
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Email EtiquetteEmail Etiquette
1. Be polite1. Be polite
2. Understand cyber culture ignorance online2. Understand cyber culture ignorance online
is NOT blissis NOT bliss
3. Communicate clearly and properly without3. Communicate clearly and properly without
errorserrors
4. Respect other peoples time and bandwidth4. Respect other peoples time and bandwidth
5. Behave ethically adhere to the same5. Behave ethically adhere to the same
standards online as you would in real lifestandards online as you would in real life
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Be PoliteBe Polite
Type unto others as you would have themType unto others as you would have themtype unto youtype unto you
Remember the human! we lose facialRemember the human! we lose facial
expressions, gestures, and tone of voiceexpressions, gestures, and tone of voice Usually start your email with a salutationUsually start your email with a salutation Usually end your email with Thank you,Usually end your email with Thank you,
Sincerely, etcSincerely, etc
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Be Polite continuedBe Polite continued
If forwarding, include a comment asIf forwarding, include a comment asto why the document is beingto why the document is being
forwarded.forwarded. NEVER TYPE IN ALL CAPS IT MEANSNEVER TYPE IN ALL CAPS IT MEANSYOURE SHOUTINGYOURE SHOUTING
Be careful using jokes or sarcasmBe careful using jokes or sarcasm Use simple emoticons to conveyUse simple emoticons to convey
emotionemotion
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Emoticons symbols toEmoticons symbols to
express emotion onlineexpress emotion online
:-):-)
:-(:-(
>:-(>:-(
>:-{#}>:-{#}
:-@:-@
:-!:-!
(^.^)(^.^)
(-.-)(-.-)
------
Smiley face, happySmiley face, happy Frown, sadFrown, sad Angry frown, upsetAngry frown, upset Gnashing teeth, really madGnashing teeth, really mad ScreamScream Foot in mouthFoot in mouth Rolling EyesRolling Eyes
NappingNapping SOSSOS
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Be Polite continuedBe Polite continued
Dont type hastily remember, never putDont type hastily remember, never putanything into an email that you dont want theanything into an email that you dont want theworld to know aboutworld to know about
You have no control of where an email goes afterYou have no control of where an email goes afteryou hit the send keyyou hit the send key
If youve mistakenly offended another person, doIf youve mistakenly offended another person, donot hesitate to apologizenot hesitate to apologize
Refrain from abusive or threatening behavior orRefrain from abusive or threatening behavior orlanguage (flaming)language (flaming)
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The elements of emailThe elements of email
etiquetteetiquette General formatGeneral format
Writing longWriting long
messagesmessages
AttachmentsAttachments
The curse ofThe curse of
surprisessurprises
FlamingFlaming
DeliveringDelivering
informationinformation
Delivering badDelivering badnewsnews
ElectronicElectronic
Mailing ListsMailing Lists
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General Format: TheGeneral Format: The
BasicsBasics Write a salutation for each newWrite a salutation for each new
subject email.subject email.
Try to keep the email brief (oneTry to keep the email brief (one
screen length).screen length).
Return emails within the sameReturn emails within the same
time you would a phone call.time you would a phone call.
Check for punctuation, spelling,Check for punctuation, spelling,and grammatical errorsand grammatical errors
Use caps onlyUse caps onlywhen appropriate.when appropriate.
Format your emailFormat your email
for plain textfor plain text
rather than HTML.rather than HTML.
Use a font that hasUse a font that has
a professional ora professional or
neutral look.neutral look.
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General Format:General Format:
Character SpacingCharacter SpacingTry to keep your line length at 80Try to keep your line length at 80
characters or less.characters or less.
If your message is likely to be forwarded,If your message is likely to be forwarded,
keep it to 60 characters or less.keep it to 60 characters or less. Set your email preferences toSet your email preferences to
automatically wrap outgoing plain textautomatically wrap outgoing plain text
messages.messages.
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General Format: ListsGeneral Format: Lists
and Bulletsand BulletsWhen you are writingWhen you are writing
directions or wantdirections or want
to emphasizeto emphasize
important points,important points,
number yournumber yourdirections or bulletdirections or bullet
your main points.your main points.
For example,For example,
1)1) Place the paper inPlace the paper in
drawer A.drawer A.
2)2) Click the greenClick the green
start button.start button.Another example,Another example,
Improve customerImprove customer
satisfaction.satisfaction.
Empower employees.Empower employees.
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General Format: ToneGeneral Format: Tone
Write in a positive toneWrite in a positive tone
When you complete the report.When you complete the report. instead ofinstead ofIfIf
you complete the report.you complete the report.
Avoid negative words that begin with un, non,Avoid negative words that begin with un, non,ex or that end with lessex or that end with less (useless, non-(useless, non-
existent, ex-employee, undecided).existent, ex-employee, undecided).
Use contractions to add a friendly tone.Use contractions to add a friendly tone.
(dont, wont, cant).(dont, wont, cant).
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AttachmentsAttachments
When you are sending anWhen you are sending anattachment tell yourattachment tell yourrespondent what the namerespondent what the nameof the file is, what programof the file is, what program
it is saved in, and theit is saved in, and theversion of the program.version of the program.
This file is in MSWordThis file is in MSWord2000 under the name2000 under the nameLabFile.LabFile.
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When your message isWhen your message is
longlong Create an elevator summary.Create an elevator summary. Provide a table of contents on the first screenProvide a table of contents on the first screen
of your email.of your email.
If you require a response from the reader thenIf you require a response from the reader then
be sure to request that response in the firstbe sure to request that response in the firstparagraph of your email.paragraph of your email.
Create headings for each major section.Create headings for each major section.
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Elevator Summary andElevator Summary and
Table of ContentsTable of Contents
An elevator summaryAn elevator summary
should have all the mainshould have all the main
components of the email.components of the email.
Our profit margin forOur profit margin for
the last quarter wentthe last quarter went
down 5%. As a result Idown 5%. As a result I
am proposing budgetam proposing budget
adjustment for theadjustment for thefollowing areasfollowing areas
Table of contentsTable of contents
This email containsThis email contains
A. Budget projections forA. Budget projections forthe last quarterthe last quarter
B. Actual performance forB. Actual performance for
the last quarterthe last quarter
C. Adjustment proposalC. Adjustment proposal
D. Projected profitabilityD. Projected profitability
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Delivering Information AboutDelivering Information About
Meetings, Orientations,Meetings, Orientations,
ProcessesProcesses Include an elevator summaryInclude an elevator summary
and table of contents withand table of contents with
headings.headings.
Provide as much informationProvide as much information
as possible.as possible.
Offer the reader anOffer the reader an
opportunity to receive theopportunity to receive the
information via mail if theinformation via mail if the
email is too confusing.email is too confusing.
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Delivering Bad NewsDelivering Bad News
Deliver the news upDeliver the news up
front.front.
Avoid blamingAvoid blaming
statements.statements.
Avoid hedging wordsAvoid hedging words
or words that soundor words that sound
ambiguous.ambiguous.
Maintain a positiveMaintain a positive
resolve.resolve.
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Delivering Bad NewsDelivering Bad News
Deliver the news up front:Deliver the news up front:We are unable to order newWe are unable to order new
computers this quarter duecomputers this quarter dueto budget cuts.to budget cuts.
Avoid blaming:Avoid blaming:
I think it will be hard toI think it will be hard torecover from this, but whatrecover from this, but whatcan I do to help?can I do to help?
Avoid using weasel wordsAvoid using weasel wordsor hedging:or hedging:
Our pricing structure isOur pricing structure isoutdated.outdated.
More examples of hedgingMore examples of hedging
are:are:Intents and purposesIntents and purposes
Possibly, most likelyPossibly, most likely
Perhaps, maybePerhaps, maybe
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Writing a complaintWriting a complaint
You should briefly stateYou should briefly statethe history of thethe history of the
problem to provideproblem to provide
context for your reader.context for your reader.
Explain the attempts youExplain the attempts youmade previously tomade previously to
resolve the problem.resolve the problem.
Show why it is critical for theShow why it is critical for theproblem to be resolved byproblem to be resolved by
your reader.your reader.
Offer suggestions on waysOffer suggestions on ways
you think it can be resolvedyou think it can be resolved
or how you are willing to helpor how you are willing to helpin the matter.in the matter.
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Writing a complaintWriting a complaint
Briefly state the history:Briefly state the history:The current way weThe current way we
choose officers forchoose officers for
our organization isour organization is
not democratic donot democratic donot always get thenot always get the
best candidates.best candidates.
Show attempts made by you so far toShow attempts made by you so far to
resolve the issue:resolve the issue:
I have offered two alternatives forI have offered two alternatives for
officer selection that still involvesofficer selection that still involvesthe votes of the members but boththe votes of the members but both
have been rejected by the executivehave been rejected by the executive
board.board.
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Writing a complaintWriting a complaint
Ask for help and offer a resolution:Ask for help and offer a resolution:
Please let me know what other options IPlease let me know what other options I
may have overlooked. I am willing tomay have overlooked. I am willing to
meet with the department head and themeet with the department head and the
executive board to seek out a solutionexecutive board to seek out a solutionthat is fair to the members and is goodthat is fair to the members and is good
for the business of the organizationfor the business of the organization. .
k d b
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Do not take your reader byDo not take your reader by
surprise or press them to thesurprise or press them to the
wallwall Do not wait until the end of theDo not wait until the end of the
day to introduce a problem orday to introduce a problem or
concern via memo or email.concern via memo or email.
Avoid writing a litany ofAvoid writing a litany of
concerns that you have beenconcerns that you have been
harboring for a long period ofharboring for a long period of
time.time.
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FlamingFlaming
A flame refers to anyA flame refers to anyinflammatory orinflammatory or
insulting messageinsulting messagesent via emailsent via email Best move is to sendBest move is to send
them to trashthem to trash
If you feel the flame isIf you feel the flame isworth responding to,worth responding to,youve started a flameyouve started a flamewarwar
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Flaming in emailsFlaming in emails
Flaming is a virtual term for ventingFlaming is a virtual term for venting
or sending inflammatory messagesor sending inflammatory messages
in email.in email.
Avoid flaming because it tends toAvoid flaming because it tends to
create a great deal of conflict thatcreate a great deal of conflict that
spirals out of control.spirals out of control. What you say cannot beWhat you say cannot be
taken back; it is in blacktaken back; it is in black
and white.and white.
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Keep flaming underKeep flaming under
controlcontrol Before you send an emailBefore you send an email
message, ask yourself,message, ask yourself,
would I say this to thiswould I say this to this
persons face?persons face?
Calm down beforeCalm down beforeresponding to a messageresponding to a message
that offends you. Once youthat offends you. Once you
send the message it is gone.send the message it is gone.
Read yourRead your
message twicemessage twice
before you sendbefore you send
it and assumeit and assumethat you may bethat you may be
misinterpretedmisinterpreted
whenwhenproofreading.proofreading.
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Responding to a flameResponding to a flame
Empathize with theEmpathize with thesenders frustrationsenders frustration
If you feel they areIf you feel they are
right, thank them forright, thank them for
bringing the matter tobringing the matter toyour attentionyour attention
Explain what led to theExplain what led to the
problem in questionproblem in question
Avoid getting bogged down byAvoid getting bogged down bydetails and minor argumentsdetails and minor arguments
If you are aware that theIf you are aware that the
situation is in the process ofsituation is in the process of
being resolved let the readerbeing resolved let the reader
know at the top of the responseknow at the top of the response Apologize if necessaryApologize if necessary
Understand Cybern erstan y er
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Understand Cybern erstan y erculture: Ignorance onlineculture: Ignorance online
is not blissis not bliss Avoid using sexisms, racisms, ageisms,Avoid using sexisms, racisms, ageisms,
religionisms etc.religionisms etc.
Never be ethnocentric (thinking ones ownNever be ethnocentric (thinking ones ownculture or nation is superior) email is aculture or nation is superior) email is aglobal arenaglobal arena
Privacy there is no such thing (never emailPrivacy there is no such thing (never emailpasswords, credit card numbers)passwords, credit card numbers)
Never ever send unsolicited email to anyoneNever ever send unsolicited email to anyonefor any reasonfor any reason
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Understand CyberUnderstand Cyber
culture cont.culture cont.
Never forward email addresses toNever forward email addresses to
lots of people who do not want theirlots of people who do not want their
email address sent out (use BCC)email address sent out (use BCC) Dont forward virus warningsDont forward virus warnings
Never send chain letters stop themNever send chain letters stop them
In summary: never send bulk email -In summary: never send bulk email -spammingspamming
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SPAM: the equivalent ofSPAM: the equivalent of
junk mailjunk mail
An unsolicited emailAn unsolicited email
(about a product or(about a product or
service) should never beservice) should never be
sent unless youresent unless youre
responding to a requestresponding to a request
Never respond to link toNever respond to link to
remove you from futureremove you from future
mailings (that youmailings (that you
havent asked for)havent asked for)
Communicate Clearlyommun cate ear y
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Communicate Clearlyommun cate ear yand Properly withoutand Properly without
ErrorsErrorsYouYou willwill be judged by the quality ofbe judged by the quality ofyour writing.your writing.
Spelling and grammar do count!Spelling and grammar do count! Proofread for errors!Proofread for errors!
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Communicate ClearlyCommunicate Clearly
cont.cont.
Always capitalize your sentencesAlways capitalize your sentences
and use appropriate punctuationand use appropriate punctuation Avoid excessively using acronymsAvoid excessively using acronyms
in emails (ur for your, cya for seein emails (ur for your, cya for see
you later, and BTW for by the way)you later, and BTW for by the way)
Take the time to make sure thatTake the time to make sure that
you are proud of the messages youyou are proud of the messages you
sendsend
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Communicate ClearlyCommunicate Clearly
cont.cont.
Always, always, always fill in theAlways, always, always fill in the
subject line and make it descriptivesubject line and make it descriptive
Use signature files as appropriateUse signature files as appropriate(keep them short)(keep them short)
NameName
Email addressEmail address
Homepage addressHomepage address Place of businessPlace of business
Work address and phoneWork address and phone
Character quote if youd likeCharacter quote if youd like
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Communicate ClearlyCommunicate Clearly
cont.cont.
Avoid special formatting: YouAvoid special formatting: You maymaywant to lookwant to look goodgood withwith fancyfancy
formattingformatting, but others see plain, but others see plainblackblack
Use spaces between paragraphsUse spaces between paragraphs
*Asterisks* make a stronger point*Asterisks* make a stronger point Dates: 4 JAN 2001 or JAN 4 2001,Dates: 4 JAN 2001 or JAN 4 2001,
not 1-4-2001not 1-4-2001
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Respect Other PeoplesRespect Other Peoples
Time and BandwidthTime and Bandwidth
Its your responsibility to ensure that the time theyIts your responsibility to ensure that the time theyspend reading your posting isnt wastedspend reading your posting isnt wasted
Email wasnt intended for long conversationsEmail wasnt intended for long conversations
A summary sentence helpsA summary sentence helps Always edit out unnecessary information from aAlways edit out unnecessary information from a
post you are responding topost you are responding to
Always minimize, compress or zip large filesAlways minimize, compress or zip large files
before sendingbefore sending
Respect the bandwidth (storage capacity) of a hostRespect the bandwidth (storage capacity) of a hostsystemsystem
Behave Ethically: Followe ave t ca y: o ow
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Behave Ethically: Followe ave t ca y: o owSame Standards OnlineSame Standards Online
as Real Lifeas Real Life Be ethical: if you encounter an ethical dilemmaBe ethical: if you encounter an ethical dilemma
in cyberspace, consult the code you follow inin cyberspace, consult the code you follow in
real lifereal life
Breaking the law is bad netiquetteBreaking the law is bad netiquette
Ask permission for the right to downloadAsk permission for the right to download
materials found at other sitesmaterials found at other sites
Do not forward email to mailing lists withoutDo not forward email to mailing lists without
the original authors permissionthe original authors permission
h hi ll
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Behave EthicallyBehave Ethically
continuedcontinued Respect other peoples privacy:Respect other peoples privacy:
never read their emailnever read their email Dont abuse your power (e.g. systemDont abuse your power (e.g. system
administrators should never readadministrators should never readpersonal emails)personal emails)
Understand the legal nature of emailUnderstand the legal nature of email
in your place of business (site)in your place of business (site)
Wh i E il Whi li
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What is Email WhitelistWhat is Email Whitelist
etiquetteetiquette Whitelist is the list of addresses of thoseWhitelist is the list of addresses of those
you do want to receive email from.you do want to receive email from.
When signing for an online newsletter etcWhen signing for an online newsletter etc
add their address to your whitelistadd their address to your whitelist Check your junk mail and add theCheck your junk mail and add the
important addresses to the whitelist thatimportant addresses to the whitelist that
have been somehow deleted.have been somehow deleted.
Summing Up Basic E-mailSumming Up Basic E-mail
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Summing Up Basic E-mailSumming Up Basic E-mail
EtiquetteEtiquette1.1. Prompt ResponsesPrompt Responses
2.2. Appropriately filled subject fieldAppropriately filled subject field
3.3. Level of formalityLevel of formality
4.4. Proper addressingProper addressing5.5. To, From, Bcc, Cc and reply to AllTo, From, Bcc, Cc and reply to All
fields can make or break yourfields can make or break your
communication.communication.
aa) In the TO field) In the TO fieldb) In the from fieldb) In the from field
c) Cc.c) Cc.
d) Reply to alld) Reply to all
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Summing Up Basic E-mailSumming Up Basic E-mail
EtiquetteEtiquette
6. Formatting6. Formatting
7. Attachments7. Attachments
8. Previous email for New8. Previous email for New
CorrespondenceCorrespondence
9. Down edit your replies9. Down edit your replies
10.Common courtesy10.Common courtesy
11. Spam11. Spam
12. Signature files12. Signature files
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Email CourtesiesEmail Courtesies Courtesy 1Courtesy 1 ::
Do not type in all capsDo not type in all caps
Do not leave the subject field blankDo not leave the subject field blank
Refrain from formatting daily communication in coloredRefrain from formatting daily communication in colored
texttext
For group mailing list addresses in the Bcc fieldFor group mailing list addresses in the Bcc field
Never give personal information.Never give personal information.
Do not use RR return Receipt request for all mailsDo not use RR return Receipt request for all mails
Dont respond to nasty emailsDont respond to nasty emails
Respect copyright of private email authors.Respect copyright of private email authors.
Always minimize, compress, or zip large files before sendingAlways minimize, compress, or zip large files before sending
Do not forward virus warningsDo not forward virus warnings
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Courtesy 2:Courtesy 2:
Perception is the only reality onlinePerception is the only reality online
Consider your emails as serious communication toolConsider your emails as serious communication tool
Understand that you portray yourself by how you writeUnderstand that you portray yourself by how you writeBe courteousBe courteous
Follow basic rules of greeting othersFollow basic rules of greeting others
etcetc
Courtesy 3:Courtesy 3:
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Courtesy 3:Courtesy 3:
Spell check, Proofread for errors, Capitalize,Spell check, Proofread for errors, Capitalize,
use appropriate punctuation and grammaruse appropriate punctuation and grammar
Friends and family will overlook but forFriends and family will overlook but forbusiness associates proper formality isbusiness associates proper formality is
essential for relationship and creditability.essential for relationship and creditability.
Dont be informal when meaning businessDont be informal when meaning business
Refrain from using multiple !!!!!!!! Or ???????Refrain from using multiple !!!!!!!! Or ???????
As it looks sarcastic .As it looks sarcastic .
Type sentences in fullType sentences in full
Create new paragraphs when necessary.Create new paragraphs when necessary.Review your email before sendingReview your email before sending
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Courtesy 4:Courtesy 4:
End your email with Thank you, BestEnd your email with Thank you, Best
regards etcregards etc
Never forward emails without commentNever forward emails without comment
Appreciate for help or timely responseAppreciate for help or timely response
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Courtesy 5:Courtesy 5:
Send IM or Text messages properlySend IM or Text messages properly
Be cognizant about when and where is mostBe cognizant about when and where is most
appropriate time to IMappropriate time to IM
Practice communication briefly and clearlyPractice communication briefly and clearly
IM allows only 512 characters per messageIM allows only 512 characters per message
Use features like busy and awayUse features like busy and away
Do not continue multiple IM sessions if not aDo not continue multiple IM sessions if not a
multi taskermulti taskerUse for casual topics or informationUse for casual topics or information
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Courtesy 8:Courtesy 8:
Be known by the way you writeBe known by the way you write
Dont send crude emailsDont send crude emails
Dont lower yourself by responding to crudeDont lower yourself by responding to crude
emailsemailsDont hesitate to apologies if committed someDont hesitate to apologies if committed some
mistakemistake
Dont open your hearts on emailDont open your hearts on email
Use emoticons and acronyms when necessary toUse emoticons and acronyms when necessary toconvey your feelingsconvey your feelings
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Courtesy 9:Courtesy 9:
Dont fall for Flames. Trolls or JerksDont fall for Flames. Trolls or Jerks
Trolling is posting obvious offensiveTrolling is posting obvious offensive
commentscomments
Dont get involved just pass them If neededDont get involved just pass them If needed
respond calmly and professionallyrespond calmly and professionally
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Courtesy10 :Courtesy10 :
Dont loose your Human TouchDont loose your Human Touch
Remember there is a human on the otherRemember there is a human on the other
side of the monitorside of the monitor
Always practice a socially acceptableAlways practice a socially acceptable
behaviorbehavior
Dont choose to be ignorant make theDont choose to be ignorant make the
reverse choice to learn, learn and keepreverse choice to learn, learn and keeplearninglearning
top related