BC_Final LectureE-Mail Writing Ettiquettes[1]

8/14/2019 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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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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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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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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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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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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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



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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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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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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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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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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

BC_Final LectureE-Mail Writing Ettiquettes[1]

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