E-mail and internet etiquette

GC108 Professional Practices Spring 12

E-mail and internet etiquette

E-mail etiquette
What makes email different Tips Anatomy Considerations

Internet etiquette

Part-I Ms. Rubina Sheikh Registration number: Class:

E-mail etiquette

E-mail etiquette is evolving

E-mail has quickly become a communication standard and the Internets most popular application. Both the number of e-mail users and the usage rates are continuing to grow exponentially.

Right now Online writing is pretty much in its Wild West stage, a freefor-all with everybody shooting from the hip and no sheriff in sight

What makes email different?

No nonverbal cues, which account for 65 - 93 percent of message Only words and :-) Tone becomes crucial
In Germany and Britain, 23 percent and 14 percent respectively [of respondents to a Daily Mail survey] admitted confrontations with colleagues because of e-mail misunderstandings
http://www.cnn.com/2004/BUSINESS/09/15/email.sins/index.html

Tone: Example One

To: Female employees From: H. Honcho Re: Dress code Date: 1 July 2006 Clients will be visiting next week. Halter tops and jeans will not make the right impression. Its time you started dressing for the office instead of the beach. Leave your flip-flops at home!

Tone: Example two

To: All staff From: H. Honcho Re: Reminder about what to wear to work Date: 1 July 2006 During the summer, our dress code is business casual. We think business casual means clothes that feel comfortable and look professional. Men Women khaki pants casual pants and skirts leather shoes leather or fabric shoes

Tips: Tone
Avoid terseness, which can be misinterpreted Use face-to-face communication if issue is sensitive Read your emails aloud, looking for ambiguity Rob Glaser asked to meet with Bill Gates Gates said no, in a cold and flip email Glazer denounced Microsoft at antitrust hearings
Would a smiley face have saved Gates from Glasers damaging testimony? Well never know. Glaser, a former MS employee, was CEO of RealNetworks.

Humor is Riskier
Nearly a quarter of employees have suffered problems with colleagues or clients because their use of humor in an email has not been understood or appreciated, according to a survey.
Robert Jacques, Email Jokes Backfire for UK Workers (2004)

Participants [in recent studies] were able to accurately communicate humor and sarcasm in barely half -- 56 percent -- of the emails they sent.
Avoiding Email Catastrophes,

Tips: Humor
If in doubt, dont send it.
Chevron was forced to pay $2.2 million to settle a harassment case based in part on emails with such subjects as Why beer is better than women.

Reread for ambiguities. Signal the joke.

One emoticon or <grin> per email is plenty.

Levels of formality
Most people view email as
more formal than a phone call less formal than a letter

Meeting request: Informal

From: Bob Anderson <anderson@rand-unix> Date: 21 Dec 84 11:40:12 PST (Fri) To: randvax!anderson, randvax!gillogly, randvax!norm Subject: meeting ... we need to setup a meeting bet. jim you and i -- can you arange? i'm free next wed. thks.

Levels of formality
Meeting agenda: formal
Subject: MEETING ON FY86 PLANNING, 2PM 12/28/84, CONFERENCE ROOM 1 There will be a meeting of the FY86 planning task force in Conference Room 1 on December 28, 1984 at 2pm. The Agenda for the meeting is: --------------------------------------- Topic Presenter
Time

---------------------------------------

Strategic Business Plan 30 min. Budget Forecast for FY86 Sue Martin 15 " New Product Announcements Peter Wilson 20 " Action Items for 1st Qtr FY86 Jane Adamson 25 "

John Fowles

-----------------------------------------------------------

Tip: Spelling still counts

This is an actual email.

Purposal I can beat almost anyones price and almost promise you success and if I dont reach it, we wont charge you after the time we say we can achieve it until we do.

Tip: Spelling still counts

Sloppiness is one of seven deadly email sins Bad grammar, misspelling and disconnected arguments gave 81 percent of the survey sample "negative feelings" towards the senders. 41 percent of senior managers said badly worded e-mails implied laziness and even disrespect.

Tip: Level of Formality

When in doubt, err on the side of formality.
Usually the problem is that we treat [e-mail] too much like a phone call and not enough like a letter.
OConner and Kellerman (2002)

16% [of email users under 25] sign every message with love and kisses, even when addressing their boss Be conversational.
An overly formal e-mail message alienates the reader. Dont adopt a cold, remote, or superior tone in an attempt to sound professional.

Level of Formality
Questions to which answers are evolving:
Do I need a subject line? Should I email a thank-you note after a job interview? Should I communicate bad news via email? 65 percent of Monster employers expect a thank-you note of some kind (36 percent indicated that they actually prefer thank you notes sent by email, surpassing the 29 percent who would rather receive the traditional letter variety).

Difference: Electronic
Hit Send and its gone Hit Reply All and your career may be gone Deleted emails live on Messages can be forwarded without your knowledge or consent

Tip: What not to do

One of the officers convicted of beating Rodney King sent this email:
Oops. I havent beaten anyone so bad in a long time.

A transcript of the message was used at his trial.

Tip: Electronic
Colonel David Russells rule:
Never say anything in an electronic message that you wouldn't want appearing, and attributed to you, in tomorrow mornings front-page headline in the New York Times.

Tip: Email is never private

Pillsbury assured employees that emails were private. Michael Smyth was fired after sending an email calling his bosses backstabbing bastards. A court held that he had no reasonable expectation of privacy.

Tip: Keep confidences

To cope with many questions about vacation policy, an HR minion emailed a copy to all employees. Attached was salary information. Within weeks, 20% of the workforce was goneincluding the hapless minion.

Tip: Electronic Instant

Many expect a phone call to alert them to an email labeled Urgent. Allow a reasonable time (two days week) for a response. Respond before senders have to follow up or business is delayed.
Daily Mail survey: Seventy-nine percent of survey respondents said they resented having to chase up e-mail responses. A quarter said they did so for more than half the e-mails they send. Nearly two-thirds felt business decisions were delayed due to a lack of e-mail response.

When would you use email?

To send confidential salary information To address a personal hygiene issue To get an immediate reply To settle a conflict between two team members To request a manual for the new phone system To recap a conversation about a pending order To set up a meeting next month To keep people updated on a projects status

Wheres audience?
People who wouldn't dream of burping at the end of dinner post offensive messages to international forums. Middle managers inadvertently send romantic email messages to the company-wide email alias. People at computer terminals forget that there are real live people on the other end of the wire.
Virginia Shea, Netiquette (1994)

Three manners:
Typing in all capitals in electronic communications means
(A) (B) (C) (D) Nothing special--typing in all caps is normal. You are shouting. Its OK to forward this message to others. This message is very important.

Style mavens: OConner

Emails very structure encourages curtness. The blank subject line staring you in the face is a signal to state your business and get on with it. The To and From fields seem to make salutations and signatures redundant or unnecessary. What we have here is the ideal breeding ground for rudeness.

Tip: Use BCC wisely

To keep addresses private, put your own address in the To: line and paste your mailing list in the cc: line BCCs within an organization can create distrust

Tip: Leave address blank

If youre furious and must answer an email right away, leave the address line blank. If you hit Send before youve had a chance to cool down, the email wont go through.

Anatomy of email: From

Would you open mail from Vampyra@Goths_R_Us.net Boogers2007@hotmail.com Dunno dunno@yahoo.com

Anatomy of email: From

E-mail recipients put more weight on who the e-mail is from than any other item when choosing
which e-mails to open which to delete which to complain about
Chris Baggot, ExactTarget

Be complete and be recognized.

Kathy Towner, WIN Communications

Anatomy of an email: Subject

Your subject can answer any of readers four key questions:

1. 2. 3. 4.

Whats this about? Why should I read this? Whats in this for me? What am I being asked to do?

To: From: Re: To: From: Re: for

Girl friends Ima Ditz Change of plans Sara Bellum Gray Matter Marketing meeting rescheduled 12/15/06

Tips: Subject
Lead with the main idea Browsers may not display more than first 25-35 characters Create single-subject messages Keep track of threads Subject: New Years Party Plans (was: New Year-End Bonus Structure)

More Tips: Subject

Double-check the address line before sending. Insulted by a general email from the boss, an employee sent an angry comment to a colleague (she thought): Does she think were stupid? The reply (from her boss): Yes, I do.

Anatomy of an email: Body

Before you type anything into a new message, have explicit answers for two questions:
Why am I writing this? What exactly do I want the result of this message to be?

Before you hit Send, review and delete Negative comments about management Criticisms of staff or performance issues Bonuses or salary issues Product or liability issues Gossip Humor or other ambiguities

Anatomy of email: Body

Write so emails are easy to read Make paragraphs 7-8 lines Insert a blank line between paragraphs Use headlines, bullets, and numbers AVOID ALL CAPS; THATS SHOUTIN If a message is longer than 3 screens, send an attachment

Anatomy of email: Body

Subject: Noise level in the break rooms How can we satisfy everyone? Many of you have told me about the growing tension you feel around using the break rooms. Some of you use them to work and socialize; others need a quiet place to work. Your ideas are welcome

What do you think we can do about this? Should we designate one room as a lounge and another as a quiet area? D. Dumaine

Tip: Balance formal/informal

Like our work clothes, the preferred writing style has become business casual.
Avoid extremes Not too pompous Not too passive Not too careless or flip
Diana Booher

Tip: Avoid brusqueness

Brief is good. Blunt is not.

Question: Should I pursue an advanced degree? Response 1: No. Response 2: I dont think an advanced degree would have any effect on your potential for promotion here.
Diana Booher

Question: Do I need a greeting?

Consensus: Yes. Otherwise, you can seem brusque or unfriendly.

Question: Which greeting?

Opinion: Divided

Some say Hi, Steve, is too informal. Some say To whom it may concern is stilted. For external communication, use same greeting as in letter For internal communication, some use Myra:

Question: Which closing?

Consensus

Match greeting in tone

Formal: Sincerely, Best regards, Cordially Informal: Thanks; All the best, Talk to you later

Use a sig line that gives your name, title, and contact information Omit a P.S.

(if the email is longer than a screen, a postscript could be missed)

Why netiquette?
The electronic equivalent of a set of fussy rules that tell you which fork to use with the salad course? Netiquette does not consist of a set of rigid rules. It encourages you to adopt a certain attitude of thoughtfulness.
Gregg Reference Manual, 10th ed.

Part-I Ms. Rubina Sheikh Registration number: Class:

Internet etiquette

Internet Etiquette
You and I live in a time that was for thousands of years unimaginable having the ability to instantly communicate with one person or millions of persons with written language.

Internet Etiquette
There are location and social situations where our appearance and use of language changes. We dress and talk differently depending on the people we are with.
For example, we speak differently with our age group friends than with a doctor.

Internet Etiquette
We are more thoughtful in choosing our words in a job interview than with employees at fast food restaurant. We alter our communication depending on the situation.

Internet Etiquette

We learn many language techniques by watching others use both good and poor examples.

Internet Etiquette
We observe, practice, and learn appropriate communication methods and avoid methods that are improper in the hundreds of social interactions we are involved in every day.

Internet Etiquette
Context clues such as tone, body language, gestures, and volume, provide the listener with additional information that the speaker is trying to convey.

Internet Etiquette
The speaker observes the listener and makes changes to insure the correct meaning is understood.

Internet Etiquette
These verbal and visual context clues are difficult to show when we communicate using technology.

Internet Etiquette
When we communicate on the Internet, context clues are not easily determined by readers and can lead to misunderstandings.

Internet Etiquette
We are aware of our actions in the company of other people. We know there are consequences for wrong or illegal behavior.

Internet Etiquette
We, too, need to be aware of our "behavior" while online. Although we may seem to be anonymous, there is a trail of our activity while we are online.

Internet Etiquette

So, practicing safe networking is as important as being safe while walking, playing sports, or driving.

Will you use the Internet properly?

Thank you

BACKUP SLIDES

The Ten Commandments for Computer Ethics

The Ten Commandments for Computer Ethics http://www.fau.edu/netiquette/ne t/ten.html Arlene H. Rinaldi "The Net: User Guidelines and Netiquette" Florida Atlantic University, 1998.

Six Tickets to Netiquette

Six Tickets to Netiquette http://writing.msu.edu/station/m ain5.html#Ticket%201 The Research Station. The Station Group; Michigan State University, October, 1998

practicing Good Etiquette

Practicing Good Etiquette http://cc.uoregon.edu/etiquette. html#Xtte96425 Academic User Services Consultants Computing Center. Basic Internet Terminology and Eddiquette. University of Oregon, October, 2004

Search Tools
Search tools http://www.noodletools.com/debbi e/literacies/information/5locate /adviceengine.html Debbie Abilock. NoodleTools Information Literacy: Search Strategies, NoodleTool, Inc., May 2005

Tools for 21st Century Literacies

Tools for 21st Century Literacies http://www.noodletools.com/deb bie/literacies/21c.html Debbie Abilock. NoodleTools 21st Century Literacies Tools for Reading the World, NoodleTool, Inc., July, 2004

Bibliography Tools
Bibliography Tools http://www.noodletools.com/log in.php

Top ten Most important Rules of Email Etiquette

Top ten most Important Rules of Email Netiquette http://email.about.com/cs/netiquettetips/ tp/core_netiquette.htm

Rules of Pen Pal Etiquette

Rules of Pen Pal Netiquette http://www.youthonline.ca/penpal s/blppnet.shtml

LAUSD Acceptable user Policy

LAUSD Acceptable user Policy http://notebook.lausd.net/portal /page?_pageid=33,136640&_dad=ptl &_schema=PTL_EP

LAUSD Technology Plan

LAUSD Technology Plan http://www.lausd.k12.ca.us/lausd /techplan/ See 2002 Revised Plan Appendix A for student performance expectations

Common Emoticons and Acronyms

Common Emoticons and Acronyms http://www.pb.org/emoticon.html

Emoticons (and Acronymns)

Emoticons (and Acronymns) http://www.computeruser.com/reso urces/dictionary/emoticons.html

LAUSD ePALS E-mail

Links to ePALS e-mail support and alternative e-mail application setups. You must have an active ePALS account to use these services. ePALS Support https://epals.lausd.k12.ca.us LAUSDnet Dialup Support http://techsupport.lausd.net/l ausdnet_setup.htm Entourage, Outlook Express, etc. setups http://techsupport.lausd.net/e mail_setup.htm

Practice safe networking. Think before you send.

The End

Suggested resources
Available at http://wordcrafter.net/email.html
Articles Best practices for email marketing Grammar help Test your netiquette