Email basics


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Email basics

  1. 1. Email Basics
  2. 2. Email Guidelines / etiquette Privacy Spam Hoaxes/chain letters
  3. 3. Guidelines / Etiquette
  4. 4. Basic Guidelines Length  Be concise, to the point Use the subject line  Senior Services rule – no complete client names Read it carefully before sending it Be professional
  5. 5. Tone We all interact with the printed word as though it has a personality and that personality makes positive and negative impressions on us Without immediate feedback your message can easily be misinterpreted by your reader, so it can be important to follow the basic rules of etiquette to construct an appropriate tone
  6. 6. Tone AVOID ALL CAPITAL LETTERS Humor, sarcasm – can be difficult to convey and/or interpret Emoticons – use - sparingly :-)
  7. 7. Emoticons:-) = Happy:-( = Sad;-) = Wink (sarcasm):-0 = yell
  8. 8. Identify Yourself Signature  Full name  Title  Company  Address  Phone number  Fax number
  9. 9. Replies and Forwarding Use the “reply to” or “reply to all” option  Maintains a link to the original message  Maintains “thread” of correspondence Forwarding message  Not the same as replying  Mail original message to someone other than the sender  Use caution when forarding private or sensitive messages without the permission of the sender  May be inappropriate to forward a portion of a message
  10. 10. Using the “CC:” Field Carbon Copy Everyone in the “To” and “CC” fields are visible “This email is not addressed to you, you’re just getting a copy” (FYI) Can be overused “Reply to All” will be sent to everyone in the “CC” and “To” fields
  11. 11. Using the “Bcc” field Blind Carbon Copy Conceals addresses from other recipients Use for mass mailings  No need for others to see list of recipients Will not receive a “Reply To” or “Reply to All” message
  12. 12. Email Attachments Never open an unexpected attachment  Even from someone you know Used to spread viruses Scan questionable attachments  On demand scan / scan upon open When sending attachments, tell the recipient  The name of the file  The program it is saved in  The version of the program
  13. 13. Etiquette - Flaming Verbal attack Not an appropriate use Ignore Steps to avoid  Carefully read messages before sending  Don’t send messages in all upper case  Don’t send insulting email  Don’t send mass-mailing advertisements
  14. 14. Privacy of Email
  15. 15. Privacy of Email Not a secure form of communication Don’t send secret or confidential information  Credit card information  Social security number  Passwords More like a postcard than a sealed letter Think before you forward  Do you have the sender’s permission?
  16. 16. Privacy of Email Subject to review with sufficient justification  Court order  Evidence as part of an investigation Message may be mistakenly addressed  Return message to sender and delete
  17. 17. When NOT to CommunicateVia Email Don’t send email of a sensitive or confidential nature Don’t use email to communicate complaints or dissatisfaction with someone  Have a phone or face-to-face conversation with the person  Promotes 2-way communication If you find yourself responding more than 3 times on the same topic ~  Have a phone or face-to-face conversation with the person
  18. 18. Privacy of Email If you wouldn’t want it broadcast on the 6:00 news – don’t put it in an email!!
  19. 19. Hoaxes and Chain Letters
  20. 20. Purpose and Cost Send to everyone Messages true?? Appeal to sense of good will Cost  Time to read  Stress placed on servers Spammers harvest email addresses from hoaxes and chain letters
  21. 21. Cost of Hoaxes and ChainLetters Send to 10 people  They send to 10 people (100)  They send to 10 people (1,000)  They send to 10 people (10,000)  They send to 10 people (100,000) …. They send to 10 people “six degrees of separation” 1,000,000 - 1 million people !
  22. 22. Examples
  23. 23. Hoax/Chain Letter Prevention Do NOT forward the message Sites used to check validity:Snopes: http://www.snopes.comHoaxbusters:
  24. 24. Phishing Process by which someone obtains private information through deceptive or illicit means  Used to falsely assume another person’s identity Most commonly an email stating your account information needs updating
  25. 25. Phishing Example
  26. 26. Phishing Example
  27. 27. Phishing Example
  28. 28. Phishing Example
  29. 29. Phishing Example
  30. 30. How Secure Do You Need toBe? Be prudent not paranoid Did you initiate the action? Is the source trustworthy? Best thing to do is to type in the URL and check your account directly without following any links in the email Watch for URL’s that are numeric or different from the link you clicked on Many legitimate emails no longer contain a link (Paypal) When in doubt Google it
  31. 31. Spam
  32. 32. Spam Junk mail Unsolicited bulk mailings Overloads mailboxes  20 - 90% of incoming traffic  Adult content, health promotions, software offers, investment ads, get-rich quick schemes  Chain letters, hoaxes, jokes NEVER respond to spam!
  33. 33. Spam How they obtain email addresses:  Posted on the web (chat, newsgroups, etc.)  Web-based discussion boards  Inappropriate sharing or sale of email addresses  Companies not respecting user opt-out preferences  Signing up for “offers”  Guessing (random generation)  Stealing via malware
  34. 34. Spam Spammers hide true source of mail  Misconfigured mail servers allow this  Sign up for free accounts Spam scanning system  Determines if each message is spam  Point system  Lists / libraries / keywords  Blacklist / Whitelist  {BULK} = may be spam
  35. 35. Senior Services Response to Spam Defining spam  Difficult  Did you sign up for weight-loss tips?  Are you really interested in advancing your degree on-line? Can’t block all sites  Also include legitimate mail Barracuda spam firewall
  36. 36. Senior Services Response to Spam Barracuda Spam Firewall Rate control Recipient verification Virus protection Fingerprint analysis Intent analysis Image analysis Spam rules scoring engine Policy (user-specified rules)
  37. 37. Senior Services Response to Spam Barracuda Spam Firewall Allowed 25,059 since April 18 Blocked 786,312  152 viruses  1,788 “tagged” 96.5 % BLOCKED at senior services  Normally 20 - 90% of incoming traffic
  38. 38. Senior Services Response to Spam Set up filters to sort spam messages  Place in junk mail folder and then review
  39. 39. Senior Services Response to Spam Reporting spam  jpugh@seniorservices1.Org
  40. 40. Other Methods to ReduceSpam Contact your congressperson Be cautious when giving out your email address Complain to the internet service provider where the message originated  Forward the message  Abuse@domain_name (,,
  41. 41. Summary Email is a valuable communication tool Sometimes – it is NOT the best or most appropriate method of communication Follow the basic guidelines presented to improve the quality of your communications
  42. 42. Questions? Email: Phone: 382-0515 ext. 122