And more

Leadership and communication are inseparable. You can t have one without the other. ---Claude I. Taylor

General E-mail Etiquette Rules

y ALL CAPS IS CONSIDERED SHOUTING y So is over punctuating!!!!!! y Not using capitalization or punctuation makes e-mail y y y y y

hard to read Text messaging abbreviations r confusing 2 ur coworkers Avoid emoticons Explain Acronyms Check spelling and grammar before sending Keep slang at a minimum

Think of these before you hit send

y Needed (Does the recipient need this to do their job) y Timely y Relevant y Complete y Appropriate y Compliant (e-discovery) y Professional y Inoffensive y Targeted y Limit use of Reply to all y Limit use of CC/BC y Use Distribution Lists Carefully y Best Channel

Format your e-mails

y We need to test the upgrade before we proceed with

the pilot in Pediatric Otolaryngology. Does the project have the funding to purchase a couple of the hardware upgrades so I can test with in this area? I can provide you a quote from Insight for the upgrade. I need to verify that it works as advertised before we advertise that we can do this for all devices.

Paragraphs and bullets clarify

We need to test the upgrade before we proceed with the pilot in Pediatric Otolaryngology. Does the project have the funding to purchase a couple of the hardware upgrades so I can test with in this area? I will 1. provide you a quote from Insight for the upgrade 2. verify that it works as advertised before mass deployment

Building better e-mails

y Strengthen the Subject y Sculpt the body

Strengthen the Subject

y Use Keywords in Subject line y Action: Prepare slides for Leadership Breakfast on June 17 y Info: Update on E-mail Etiquette Presentation y Confirmed: Presentation will be ready for review on June 6th y Delivery: Slide pack for June 17th Leadership Breakfast y Entire message in subject line y June 17th Leadership Breakfast Slides looks good (eom)

Sculpt the Body

y Break message into sections y Action summary What is the point of the e-mail y Background Detail, but organize into
y y y

Key points Definitions If audience is in the know do not go into complete history

y Close

Next steps or actions items

y If you include attachments give explanation of what

they are.

Rules
y 3 Volley Rule y If a topic is bounced back and forth more than 3 times it is time to pick up the phone or schedule a meeting. y 24 Hour Rule y It is okay to write a heated e-mail, just wait 24 hours before you send it.

The Noise
Daily approximately 180 billion emails are sent
An estimated 100 billion of these emails may be unsolicited

Unwanted email
y

Phishing
y y y

Appear to be from legitimate site, businesses Request personal or financial information Only work if you click or respond, best to just delete Ads and scams Replying or unsubscribing validates your address for more spam Do not reply, delete email Installed software without knowledge or consent Computer use monitored and controlled You must click or open program to infect

Spam
y y y

Virus
y y y

Why?
y What is the point of these E-Mails? y Money - #1 reason y Selling information on black market
y y

Health Care approximately $50 per account Credit Cards approximately $2-3 per account

y Who is behind this? y Average hackers/scammers y Organized criminals

Wording to make you feel that you have to comply or you cannot access your money. o specific time to comply Leaves no way to contact someone to verify authenticity.

When you hover over links you see that they don t go to where you expect them.

Never open an attachment from someone you do not know.

Support groups will never ask for you to send you user id and password via e-mail

Who to contact?
E-Mail Address to know Report abusive e-mails to abuse@wustl.edu Report Incidents to incidents@wusm.wustl.edu Security Questions to infosec@wusm.wustl.edu Information Security Web Portal http://portal.wusm.wustl.edu/mscits/informationsecurity

Future Topics
y How to protect information? y Safe computing for home and your children? y Electr0nic Discovery?