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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:
• 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 . Both the number of e-mail users and the usage rates are continuing to grow exponentially.E-mail etiquette is evolving • E-mail has quickly become a communication standard and the Internet‘s most popular application.
which account for 65 . 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.html .com/2004/BUSINESS/09/15/email.93 percent of message • Only words and :-) • Tone becomes crucial – In Germany and Britain.sins/index.What makes email different? • No nonverbal cues.
It’s time you started dressing for the office instead of the beach. Halter tops and jeans will not make the right impression. Honcho Re: Dress code Date: 1 July 2006 Clients will be visiting next week. Leave your flip-flops at home! .Tone: Example One To: Female employees From: H.
our dress code is business casual. Men Women •khaki pants •casual pants and skirts •leather shoes… •leather or fabric shoes… . We think “business casual” means clothes that feel comfortable and look professional.Tone: Example two To: All staff From: H. Honcho Re: Reminder about what to wear to work Date: 1 July 2006 During the summer.
. a former MS employee.Tips: Tone • Avoid terseness. which can be misinterpreted • Use face-to-face communication if issue is sensitive • Read your emails aloud.‖ Glaser. was CEO of RealNetworks. in a ―cold and flip email‖ • Glazer denounced Microsoft at antitrust hearings – ―Would a smiley face have saved Gates from Glaser‘s damaging testimony? We‘ll never know. looking for ambiguity • Rob Glaser asked to meet with Bill Gates • Gates said no.
according to a survey. – Robert Jacques.56 percent -. – “Avoiding Email Catastrophes. ―Email Jokes Backfire for UK Workers‖ (2004) • Participants [in recent studies] were able to accurately communicate humor and sarcasm in barely half -.of the emails they sent.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.” .
– One emoticon or <grin> per email is plenty. don‘t send it.Tips: Humor • If in doubt. • Signal the joke. – Chevron was forced to pay $2.‖ • Reread for ambiguities.2 million to settle a harassment case based in part on emails with such subjects as ―Why beer is better than women. .
jim you and i -. randvax!norm Subject: meeting .. we need to setup a meeting bet. ..can you arange? i'm free next wed.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. thks.
Levels of formality Meeting agenda: formal Subject: MEETING ON FY86 PLANNING. 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 ----------------------------------------------------------- . 2PM 12/28/84.
.Tip: Spelling still counts This is an actual email. we wont charge you after the time we say we can achieve it until we do. Purposal I can beat almost anyones price and almost promise you success and if I don’t reach it.
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.
. – An overly formal e-mail message alienates the reader. even when addressing their boss • Be conversational. remote. • O‘Conner and Kellerman (2002) • 16% [of email users under 25] sign every message with love and kisses. or superior tone in an attempt to sound professional. err on the side of formality.Tip: Level of Formality • When in doubt. – Usually the problem is that we treat [e-mail] too much like a phone call and not enough like a letter. Don‘t adopt a cold.
– .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 it‘s 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 haven‘t beaten anyone so bad in a long time. A transcript of the message was used at his trial.
in tomorrow morning‘s front-page headline in the New York Times. and attributed to you. .Tip: Electronic • Colonel David Russell‘s rule: Never say anything in an electronic message that you wouldn't want appearing.
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.
20% of the workforce was gone—including the hapless minion. • Within weeks. • Attached was salary information. an HR minion emailed a copy to all employees. .Tip: Keep confidences • To cope with many questions about vacation policy.
Tip: Electronic ≠ Instant • Many expect a phone call to alert them to an email labeled Urgent. . • Respond before senders have to follow up or business is delayed. Nearly two-thirds felt business decisions were delayed due to a lack of e-mail response. • Allow a reasonable time (two days – week) for a response. A quarter said they did so for more than half the e-mails they send. – Daily Mail survey: Seventy-nine percent of survey respondents said they resented having to chase up e-mail responses.
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 project‘s status • • • • • • • .
Virginia Shea. • Middle managers inadvertently send romantic email messages to the company-wide email alias. Netiquette (1994) . • People at computer terminals forget that there are real live people on the other end of the wire.Where‘s audience? • People who wouldn't dream of burping at the end of dinner post offensive messages to international forums.
Three manners: Typing in all capitals in electronic communications means (A) (B) (C) (D) Nothing special--typing in all caps is normal. It‘s OK to forward this message to others. This message is very important. . You are shouting.
Style mavens: O‘Conner
Email‘s ―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 you‘re furious and must answer an email right away, leave the address line blank. • If you hit Send before you‘ve had a chance to cool down, the email won‘t go through.
com Dunno email@example.com .Anatomy of email: From Would you open mail from Vampyra@Goths_’R_Us.net Boogers2007@hotmail.
Kathy Towner. ExactTarget Be complete and be recognized. WIN Communications .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.
2.Anatomy of an email: Subject • Your subject can answer any of readers‘ four key questions: 1. What‘s this about? Why should I read this? What‘s 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 . 3. 4.
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 Year‘s Party Plans (was: New Year-End Bonus Structure) .
an employee sent an angry comment to a colleague (she thought): “Does she think we’re stupid?” • The reply (from her boss): “Yes.” . • Insulted by a general email from the boss. I do.More Tips: Subject • Double-check the address line before sending.
Anatomy of an email: Body Before you type anything into a new message. 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 . 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.
and numbers • AVOID ALL CAPS. THAT‘S SHOUTIN • If a message is longer than 3 screens.Anatomy of email: Body • Write so emails are easy to read • Make paragraphs 7-8 lines • Insert a blank line between paragraphs • Use headlines. send an attachment . bullets.
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. Dumaine . 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.
Avoid extremes Not too pompous Not too passive Not too careless or flip Diana Booher . the preferred writing style has become business casual.Tip: Balance formal/informal Like our work clothes.
Response 2: I don‘t think an advanced degree would have any effect on your potential for promotion here.Tip: Avoid brusqueness • Brief is good. Blunt is not. Diana Booher . • • • Question: Should I pursue an advanced degree? Response 1: No.
.Question: Do I need a greeting? • Consensus: Yes. you can seem brusque or unfriendly. Otherwise.
use same greeting as in letter For internal communication. Steve.” is too informal. Some say “To whom it may concern” is stilted.Question: Which greeting? • Opinion: Divided Some say “Hi. some use Myra: . For external communication.
and contact information Omit a P. a postscript could be missed) . All the best. Cordially Informal: Thanks. Talk to you later • • Use a sig line that gives your name. Best regards. • (if the email is longer than a screen.Question: Which closing? • Consensus • Match greeting in tone • • Formal: Sincerely. title.S.
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.
Rubina Sheikh Registration number: Class: Internet etiquette .Part-I Ms.
.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.
we speak differently with our age group friends than with a doctor. • For example. • We dress and talk differently depending on the people we are with.Internet Etiquette • There are location and social situations where our appearance and use of language changes. .
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.
and volume. . body language.Internet Etiquette Context clues such as tone. provide the listener with additional information that the speaker is trying to convey. gestures.
.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. .
context clues are not easily determined by readers and can lead to misunderstandings.Internet Etiquette When we communicate on the Internet. .
• We know there are consequences for wrong or illegal behavior. .Internet Etiquette • We are aware of our actions in the company of other people.
. need to be aware of our "behavior" while online.Internet Etiquette • We. • Although we may seem to be anonymous. too. 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. . or driving. playing sports.
Will you use the Internet properly? .
Thank you .
BACKUP SLIDES .
The Ten Commandments for Computer Ethics •The Ten Commandments for Computer Ethics http://www.edu/netiquette/ne t/ten.html Arlene H. 1998. . Rinaldi "The Net: User Guidelines and Netiquette" Florida Atlantic University.fau.
html#Ticket%201 The Research Station. 1998 . Michigan State University.Six Tickets to Netiquette •Six Tickets to Netiquette http://writing.edu/station/m ain5. The Station Group. October.msu.
practicing Good Etiquette •Practicing Good Etiquette http://cc. 2004 . University of Oregon. Basic Internet Terminology and Eddiquette.uoregon. October.edu/etiquette. html#Xtte96425 Academic User Services Consultants Computing Center.
noodletools.. May 2005 . Inc. NoodleTools Information Literacy: Search Strategies.html Debbie Abilock.Search Tools •Search tools http://www. NoodleTool.com/debbi e/literacies/information/5locate /adviceengine.
2004 .noodletools. July. NoodleTools 21st Century Literacies Tools for Reading the World.com/deb bie/literacies/21c.. NoodleTool.Tools for 21st Century Literacies •Tools for 21st Century Literacies http://www. Inc.html Debbie Abilock.
php .Bibliography Tools •Bibliography Tools http://www.noodletools.com/log in.
Top ten Most important Rules of Email Etiquette •Top ten most Important Rules of Email Netiquette http://email.htm .com/cs/netiquettetips/ tp/core_netiquette.about.
shtml .ca/penpal s/blppnet.youthonline.Rules of Pen Pal Etiquette •Rules of Pen Pal Netiquette http://www.
LAUSD Acceptable user Policy •LAUSD Acceptable user Policy http://notebook.lausd.net/portal /page?_pageid=33.136640&_dad=ptl &_schema=PTL_EP .
lausd.ca.LAUSD Technology Plan •LAUSD Technology Plan http://www.us/lausd /techplan/ •See 2002 Revised Plan Appendix A for student performance expectations .k12.
html .Common Emoticons and Acronyms •Common Emoticons and Acronyms http://www.org/emoticon.pb.
Emoticons (and Acronymns) •Emoticons (and Acronymns) http://www.computeruser.com/reso urces/dictionary/emoticons.html .
ca.lausd. etc.k12.net/e mail_setup.net/l ausdnet_setup. setups http://techsupport.lausd. Outlook Express.LAUSD ePALS E-mail •Links to ePALS e-mail support and alternative e-mail application setups.lausd.htm .htm •Entourage.us •LAUSDnet Dialup Support http://techsupport. •ePALS Support https://epals. You must have an active ePALS account to use these services.
Think before you send.Practice safe networking. The End .
Suggested resources • Available at http://wordcrafter.net/email.html – – – – Articles Best practices for email marketing Grammar help Test your netiquette .
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