e-mail etiquitte

Email Etiquette: : 

Email Etiquette: Keeping Your Foot Out of Your Virtual Mouth

How is it spelled? : 

How is it spelled? email Email eMail EMail e-mail E-mail e-Mail E-Mail

How is it spelled? : 

How is it spelled? Gregg, Microsoft, and AP: e-mail Wired: email Email Experience Council: email is standard

Email etiquette is evolving too : 

Email etiquette is evolving too E-mail has quickly become a communication standard and the Internet’s most popular application. Both the number of e-mail users and the usage rates are continuing to grow exponentially. Mischelle Davis, V.P. of marketing communications at NewWorldIQ

Where are we now? : 

Where are we now? Right now online writing is pretty muchin its Wild West stage, a free- for-all with everybody shooting from the hip and nosheriff in sight. O’Conner & Kellerman (2002)

If you were sheriff… : 

If you were sheriff… What would be your rules? Madlantern Arts

What makes email different? : 

What makes email different?

Difference: No nonverbal cues : 

Difference: No nonverbal cues No nonverbal cues, which account for ___________ percent of message

Nonverbal cues : 

Nonverbal cues No nonverbal cues, which account for 65 - 93 percent of message Only words and :-)

Difference: Tone : 

Difference: Tone No nonverbal cues Tone becomes crucial

Difference: Tone : 

Difference: Tone No nonverbal cues 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.

Criticisms are harsher : 

Criticisms are harsher Messages meant to express mild displeasure can come across as tirades. Louise Dobson, Avoiding Email Catastrophes (2006)

Tone: Example One : 

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. It’s time you started dressing for the office instead of the beach. Leave your flip-flops at home!

Tone: Example Two : 

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 : 

Tips: Tone Avoid terseness, which can be misinterpreted Use face-to-face communication if issue is sensitive Read your emails aloud, looking for ambiguity

For want of a smiley…? : 

For want of a smiley…? Rob Glaser asked to meet with Bill Gates Gates said no, in a “cold and flip email” Glazer denounced Microsoft at anti-trust hearings

Difference: Humor : 

Difference: Humor Humor is riskier

Humor: Riskier : 

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

Humor: Often misinterpreted : 

Humor: Often misinterpreted Participants [in recent studies] were able to accurately communicate humor and sarcasm in ________ percent of the emails they sent. Louise Dobson (2006)

Humor: Often misinterpreted : 

Humor: Often misinterpreted Participants [in recent studies] were able to accurately communicate humor and sarcasm in barely half -- 56 percent -- of the emails they sent. Louise Dobson (2006)

Tips: Humor : 

Tips: Humor If in doubt, don’t send it.Chevron was forced to pay $2.2 millionto 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.

Humor: Tips in action : 

Humor: Tips in action If you [ignore these rules], the great list guru will expel you into the gloomy dimension without email and your days will be long and lonely after you have made a permanent impression in print for many to keep and repeat forever <grin> (see how the use of email "emoticons" aids the assimilation of that last paragraph!). Bonnie Dalzell, Welcome Message

Difference: Levels of formality : 

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

Meeting request: Informal : 

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.

Meeting agenda: Formal : 

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

Tip: Spelling still counts : 

Tip: Spelling still counts This is an actual email. Purposal I can beat almost anyones price and almost promise you success and if I don’t reach it, we wont charge you after the time we say we can achieve it until we do.

Tip: Spelling still counts : 

Tip: Spelling still counts Sloppiness is one of “seven deadly e-mail 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. CNN.com

Tip: Level of Formality : 

Tip: Level of Formality When in doubt, err on the side of formality.

Tip: Level of Formality : 

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 calland not enough like a letter. O’Conner and Kellerman (2002)

Tip: Level of Formality : 

Tip: Level of Formality When in doubt, err on the side of formality. 16% [of email users under 25] sign every message with love and kisses, even when addressing their boss MSN survey

Tip: Level of Formality : 

Tip: Level of Formality Be conversational. An overly formal e-mail messagealienates the reader. Don’t adopt acold, remote, or superior tone in an attempt to sound professional. Angell and Heslop (2002)

Difference: Level of Formality : 

Difference: Level of Formality Questions to which answers are evolving: Do I need a subject line? Should I email a thank-you noteafter a job interview? Should I communicate bad newsvia email?

Difference: Electronic : 

Difference: Electronic Hit Send and it’s gone Hit Reply All and your career may be gone Deleted emails live on Messages can be forwardedwithout your knowledge or consent

Tip: What not to do : 

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.

Tip: Electronic : 

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

Tip: Email is never private : 

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 : 

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 gone—including the hapless minion.

Tip: Electronic ≠ Instant : 

Tip: Electronic ≠ Instant Many expect a phone call to alert themto an email labeled Urgent. Allow a reasonable time (two days – week)for a response. Respond before senders have to follow upor business is delayed.

When would you use email? : 

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

When would you use email? : 

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

Difference: Where’s audience? : 

Difference: Where’s 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 mavens: Shea : 

Three manners mavens: Shea Virginia Shea is “Miss Mannersof the ’Net” Pioneered netiquettein 1994 Book available online athttp://www.albion.com/catNetiquette.html

Three manners mavens: Shea : 

Three manners mavens: Shea Typing in all capitals in electronic communications means Nothing special--typing in all caps is normal. You are shouting. It’s OK to forward this message to others. This message is very important.

Three manners mavens: Shea : 

Three manners mavens: Shea Typing in all capitals in electronic communications means You are shouting. Typing in all capitals in online communications is the equivalent of SHOUTING! Only type in all capsif you really mean to shout.

Three mavens: Booher : 

Three mavens: Booher CommunicationsconsultantDianna Booher is “Miss Mannersof memos” Good tips for writers Blog available online athttp://www.amazon.com/

Three mavens: Kallos : 

Three mavens: Kallos Judith Kallos is “Miss eManners” Best source for specific adviceon business emailetiquette Site:NetManners.com

Style mavens: O’Conner : 

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.

Anatomy of email: To : 

Anatomy of email: To To: My Entire Address Book From: H. Honcho Re: Nothing important Date: 1 July,2006

Anatomy of email: To : 

Anatomy of email: To To: You mad mustachio purple-hued maltworm Bcc: Henry IV, part 1 From: I. Rate Re: So-called service at your crummy excuse for a store today

Tip: Use BCC wisely : 

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 : 

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.

Anatomy of email: From : 

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 : 

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

Anatomy of email: From : 

Anatomy of email: From Be complete and be recognized. Kathy Towner, WIN Communications

Anatomy of an email: Subject : 

Anatomy of an email: Subject Your subject can answer any of readers’ four key questions: What’s this about? Why should I read this? What’s in this for me? What am I being asked to do?

Anatomy of email: Subject : 

Anatomy of email: Subject To: Girrrl friends From: Ima Ditz Re: Change of plans

Anatomy of email: Subject : 

Anatomy of email: Subject To: Sara Bellum From: Gray Matter Re: Marketing meeting rescheduled for 12/15/06

Anatomy of email: Subject : 

Anatomy of email: Subject EOM = end of message To: Sara Bellum From: Gray Matter Re: Marketing meeting rescheduled for 12/15/06 (EOM)

Tips: Subject : 

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)

More Tips: Subject : 

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 we’re stupid?” The reply (from her boss): “Yes, I do.”

Anatomy of an email: Body : 

Anatomy of an email: Body Before you type anything into a new message, have explicit answers for two questions: 1. Why am I writing this? 2. What exactly do I want the result of this message to be? 43 Folders (2005)

Anatomy of an email: Body : 

Anatomy of an email: Body 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 Booher

Anatomy of email: Body : 

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; THAT’S SHOUTING If a message is longer than 3 screens, send an attachment

Anatomy of email: Body : 

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, Write to the Top

Tip: Balance formal/informal : 

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 : 

Tip: Avoid brusqueness Brief is good. Blunt is not. Question: Should I pursue an advanced degree? Response 1: No. Response 2: I don’t think an advanced degree would have any effect on your potential for promotion here. Diana Booher

Tip: Write business casual : 

Tip: Write business casual Strive for a style somewhere between stuffed-shirt and t-shirt. Diana Booher

Question: Do I need a greeting? : 

Question: Do I need a greeting? Consensus: Yes.Otherwise, you can seem brusque or unfriendly.

Question: Which greeting? : 

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? : 

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)

Question: Email thank-you? : 

Question: Email thank-you? 36 percent of employers on Monster prefer thank-you notes sent by email 29 percent prefer traditional letters

Why netiquette? : 

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.

Suggested resources : 

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