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Electronic Communications: Overview
Importance of proper e-mail and Internet use
Etiquette: Expectations, problems and solutions
Strategies for success Managing your e-mail Other E-Communications?
Some E-Statistics …
There are 3.1 billion e-mail, 2.6 billion instant messaging, and 3.9 billion social networking users (75% Consumer and 25% Corporate)
Over 300 billion messages are sent each day 81% of e-mail traffic is spam but only 19% reaches
the user due to filters The typical corporate user send/receives 105 e-mails
daily, requiring 20 MB of storage per user per day An average worker spends 25% of the work day on e-
mail, 14% in meetings and 9% on the phone
Source: The Radicati Group, 2011
Why is proper e-communication important?
Legal Restrictions and Implications Company Policy Professionalism Effective Communication Functionality
Legal Restrictions and Implications Public Domain The CAN-SPAM Act “Annoying E-mail” –
Cyber Stalking/VAWA Fraud (Phishing,
Pharming and Crimeware)
Harassment Non-disclosure Ownership Issues
Special Issues for the Public Sector
Public Domain/Public Access• Most documents created by public sector
employees are “owned” by the public.• Public records laws govern how access is
granted.• Exceptions included some personnel and
financial documents (unless court grants access).
• Privacy rights of staff, contractors or citizens may conflict with public access rights.
Special Issues for the Public Sector
Archiving rules apply to most public records (including e-mails).
Image and Reputation• All documents created by public sector
employees should be considered “published” for public review.
• Regardless of rules or laws, perceived lapses of professionalism or ethics will reflect on the agency or service.
Metro Policies
Guidelines to E-mail Management (Available through Intranet via Information Services Management)
Public records policies governed by E.O. 69, E.O. 76, E.O. 91
Code of Conduct?
Liability Issues: Risks “Technical” Liability
– Negligence– Breach of Warranty– “Strict Liability in Tort(e)”
Marketing Liability– “Uniform Commercial Code”– Expressed Warranty of Description
Other Areas of Liability– Privacy– Financial– Employment
Liability Issues: Protections
Accuracy– Check for clear interpretations and findings– Do not suppress knowledge or data– Do not exaggerate claims or data
Ownership– Confirm copyright, trademarks, etc.
Liability Issues: Avoiding Problems Be accurate (factual, precise) Know your audience to minimize risk
– Needs and expectations– Abilities (“reasonable person”)
Document your work– Sources/Citations– Paper trail– Data records– Copies of correspondence
Get approval of your work– “Sign off”– Feedback from peers and target audience
Use waivers/consent forms
Some things to remember … Use of the computer
network is limited by company policy– Business use only– Some personal use
usually permitted– Access may be limited or
terminated– Users may be monitored
and recorded
Some things to remember … Content (e-mails and
attachments) owned by company– Content usually stored or
backed up– Content may be
accessed by officials for business use including disciplinary action/termination
Professionalism/Effectiveness
Poorly written and/or poorly managed e-communication reflects on you and your company’s reputation. It also may hamper your audience’s understanding of your message. Well executed e-communication works better to get your message across.
Functionality
Inappropriate or flawed use of e-mail affects delivery and flow of e-mail, the need for additional resources and time to handle problems, and the willingness of others to open and read e-mail.
Common E-mail Mistakes
Address errors Long messages or attachments Misleading or vague subject lines Inappropriate content Lack of discretion in responses Inappropriate copying and forwarding
Source: John Edwards, “The Six Most Common Mistakes in Sending E-mail”, Bottom Line Business, October 1997.
E-mail Etiquette Problem Areas
Problems can occur in various ways for e-mail senders
Header Info Content Sending, Replying,
Forwarding
Header Info – To: & From:
Problems to avoid: Inaccurate recipient or sender e-mail
addresses (It won’t get there) A long list of multiple recipients “Showing” list of recipients when
inappropriate (especially outside e-mail)
Header Info – To: & From:Good e-mail practices: Proof all e-mail addresses Add commonly used addresses to contact
list/address book Use CC: and BCC: when appropriate Use BCC: or mail merge for mass mailings Consider a listserv for frequent/periodic e-
mail to a long list of recipients Send copy to self or save in Outbox to
confirm recipients
Header Info – Subject:
Problems to avoid: Misleading subject description Vague subject description Informal subject description Long, complex subject description Multiple subjects Misused “Priority” options
Header Info – Subject:
Good e-mail practices: Keep subject description short but informative Use as title/heading for document Keep e-mail focused on one subject Use “Priority” options only when necessary Consider using subject labels, like ACTION,
FYI, RE:, URGENT, etc.
Remember: Unclear subject lines may lead to unread or deleted messages
Header Info – CC: & BCC:
Problems to avoid: Copying without a reason Copying routine messages Copying to inappropriate recipients Using CC: and BCC: interchangeably Failing to copy to self (or to save to
outbox)
Header Info – CC: & BCC:
Good e-mail practices: Copy messages needing action, progress
report or documentation Copy to appropriate recipients Use CC: for recorded copy; use BCC: for
unrecorded copy Keep a copy of sent e-mails
Heading Info: Attachments Only send necessary
attachments (if cannot be sent within e-mail)
If not an MS Office format, check to see if format can be opened
Note attachment and format in e-mail body
Try not to attach large files or multiple files (Upload and e-mail link as alternative)
Content: Meaning, Tone and Style
E-mail feels “conversational,” but it isn’t. Like all business communications, it is purposeful and targets a specific audience. The goal is to send a clear message that is received, understood and acted upon by the receiver.
Content: Meaning
Certain kinds of messages should NOT be sent via e-mail:– Confidential information (usually)– Disciplinary action or performance reviews– Complaints concerning individuals– Negotiations or complex information
These messages should be initially handled by phone or face-to-face to avoid misunderstanding or third party disclosure.
Content: Meaning
Language IssuesAvoid jargon and
acronyms for outside audiences
Be careful of clichés, slang, puns, and sports references for overseas audiences
Write out dates to avoid confusion
Content: Meaning• Quoting in Replies
Only include the entire message or thread of previous postings if needed
Cut and paste relevant parts of previous messages
Do not send a long quote with a short “Me too!” message
Content: Meaning
Practice good business writing– Single topic for each e-mail– Precise, direct language for clarity– Short, well-organized paragraphs for
ease of reading– Clear request for action when
appropriate– Proofread for clarity and effectiveness
Content: Tone
Because e-mail lacks verbal and non-verbal cues, it may convey tone or emotion not intended.
Avoid humor, irony and sarcasmEmoticons ;-) may help some readers, but
are too informal for business documentsDo not use “all caps” as this may be
considered SHOUTING at readers
Content: ToneFlaming: The expression of extreme emotion or
opinion in an e-mail message, usually directed at someone or at a group– Unlike phone or personal conversations, e-
mails may be saved, forwarded, printed– Flaming tends to generate flaming in
response– Flaming may be caused by misinterpreting
meaning or motives not intended by the original sender
– Flaming can affect morale and image
Content: Tone
To avoid flaming:Do not send an immediate responseReread the original messageDraft a response with relevant facts or
evidenceRe-read your response before sendingInstead of responding via e-mail, call or meet
with the sender to “break the cycle”
Content: Style
E-mail readers want a short, easy to read business document so …Include a salutation or use receiver’s name
in first sentenceUse word-wrapSingle-space within paragraphs and double-
space between paragraphsWrite in complete sentencesInclude a signature blockUse stationary only if appropriate/accepted
Content: Style
Make e-mail easy to read and understandPut important points near
beginningUse short paragraphsInclude subheadings and
listsCheck spelling and
grammar
Sending, Replying, Forwarding
E-mail is a “public” posting tool for documents. Once sent, the document cannot be retrieved. This makes proper delivery of e-mail vital to proper e-mail etiquette.
Don’t send anything you wouldn’t want published!
Sending, Replying, Forwarding
When sending e-mail … Reread message and list of recipients
before sending Only send messages to involved or
interested parties Only send broadcast messages when
appropriate and relevant Only use Return Receipt when needed
Sending, Replying, Forwarding
When replying to e-mail … Reread message before sending Confirm e-mail address(es) for reply Only use “Reply to All” when needed Remember that mail list/listserv responses
usually go to all members
Sending, Replying, Forwarding
When forwarding e-mail … Include a short explanation with forward Confirm e-mail address(es) for forward Only forward to interested/involved
parties Consider whether permission to forward
is appropriate or necessary
Sending, Replying, Forwarding
Do NOT send, reply to, or forward:– E-mail containing
inappropriate content– E-mail with attachments
from unknown senders– Attachments that are
executable files (.exe)– Spam, chain letters, virus
hoaxes, etc.
Miscellaneous Tips Use an effective e-mail signature
– Name and contact info– 5-6 lines maximum– Include e-mail address
Use separate e-mail accounts for business and personal correspondence
Keep copies of all important messages sent and received
Use filters to manage e-mail “load”
Summary of Etiquette Guidelines
Keep e-mail messages concise, professional and relevant
Proof your message before sending
Revise and edit as needed
Do not e-mail complex, sensitive or confidential messages
Quote sparingly
Confirm recipients’ interest, involvement, and addresses
Use a clear Subject line Send attachments only
when necessary Use discretion when
replying to e-mail Do not flame Do not send/forward
inappropriate material
E-mail Strategies for Success
Think of P.A.T. before you write– Purpose (What are you trying to say? What
are your desired results?)– Audience (What do they need to receive your
message? What do they want from your document? What are barriers to communication? )
– Technique (Based on my Purpose and the Audience’s needs/wants, how do I best write and deliver my message?)
E-mail Strategies for Success
Treat all e-mails as “Business Documents” (which is what they are)– Professional
• Accurate, clear and appropriate (e.g. tone)• Official (Representing company/agency, Consistent w/
mission and values)
– Published • Distributed, Archived, Public Record, Multiple
Audiences?
– Purposeful
E-mail Strategies for Success
Use proper “tone”– E-mail “feels” conversational, but it isn’t– Always be professional– Formal vs. Informal (Default to formal)– Never criticize anyone (individual or group) in
an e-mail– Avoid debates when possible (Defer to
meetings or phone calls)
E-mail Strategies for Success
Compose offline– Write your e-mail message using your word
processing program, then paste into your e-mail
– Avoids hasty messages and accidental sending
– Allows for proofing and editing with easy spell and grammar check
E-mail Strategies for Success
Don’t hurry an e-mail– Leave time to check
recipients, addressesand attachments
– Reread your message for meaning, tone and style
– Run spelling and grammar check
– Make sure it’s “ready to go”
Proofread Your E-mail Proof at least twice
– Content (purpose, meaning, accuracy, emphasis, tone)
– Mechanics (grammar, spelling, punctuation, style, document design)
Mark errors, don’t fix them Organize your approach to proofing
– Proof in “chunks”– Read silently and aloud– Checklist?
Then revise and edit as needed!
Managing Messages
Filter, Filter, Filter– Create filters “as you
go”– Use to block, sort, auto-
reply, flag, prioritize and categorize
Categorize w/in your inbox by needed action
Managing Messages
Use “Sort”, “Find” and “Folders” to deal with messages
Group and organize contacts w/ distinct names (Watch out for “auto-complete”)
Mark/prioritize messages sent only to you (vs. group FYI messages)
“Flag” a reminder to reply w/ “Follow up”
Managing Content
Write less or not at all– Use short message to summarize and
request action w/ details in attachment– Consider calling or meeting
Set up automatic signature(s), logo(s), stationary, etc. (Consider “auto-text”)
Use “Delivery Options” to schedule sending and/or expiring a message
Managing Time
Turn off auto-check, instant message, alerts
Schedule periodic e-mail checks
Preview to screen and sort (Single line view?)
Process e-mail in batches by priority
Managing Time “Clean house”
1. Schedule a good time to “clean” your inbox
2. Create a “Temporary” folder and a “Reply Later” Folder
3. Dump all messages older than 1 day/1 week
4. Open each remaining message and quickly respond: reply immediately, delete, file for reference, forward/delegate, or move to “Reply Later”
5. Return to “Temporary” and “Reply Later” regularly as needed
Other E-Communications?
Texting Twitter Social Media Other?
Remember that any communications “on-line” is published and public. Practice good business writing and professionalism.