Crash Course E Mail Etiquette


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  • No longer the domain of just the technically savvy, e-mail is used by just about everyone. Microsoft Outlook, the most popular e-mail program, is used by an estimated 120-million-plus people worldwide. In addition, Internet-based accounts – such as those from AOL, Google, Hotmail, and Yahoo – provide millions more with e-mail services. With so many people using e-mail, it’s no surprise there are conflicting philosophies as to what constitutes proper e-mail style, format, and etiquette. Some of these ideas, such as using sentence case or proper capitalization – instead of all uppercase characters – have become de-facto standards that the majority of e-mail users follow. Other practices, such as opening e-mails only from people you know, are not practiced as often. This presentation will explore accepted professional e-mail etiquette. While this presentation is focused on e-mail in the business world, the information can, and should, be applied to all e-mail that you write. Let’s begin by reviewing the best practices for preventing virus outbreaks.
  • Crash Course E Mail Etiquette

    1. 1. Crash Course: E-mail Etiquette <ul><li>E-mail Made Easy </li></ul>
    2. 2. Preventing Virus Outbreaks <ul><li>Use antivirus software to detect e-mail viruses. </li></ul><ul><li>Use Internet-based e-mail accounts that scan attachments for viruses. </li></ul><ul><li>Open e-mail only from trusted sources. </li></ul><ul><li>Open only necessary attachments. </li></ul>
    3. 3. Preventing Spam <ul><li>Limit e-mail address postings. </li></ul><ul><li>Don’t forward chain e-mail messages. </li></ul><ul><li>Use caution when signing up for e-mail offers. </li></ul><ul><li>Don’t respond to unsolicited e-mails. </li></ul><ul><li>Don’t click Unsubscribe or Remove links within messages from untrusted or unknown vendors. </li></ul>
    4. 4. Avoiding Phishing Scams <ul><li>Phishing scams are designed to steal personal information. </li></ul><ul><li>Don’t divulge sensitive information in response to an e-mail message. </li></ul><ul><li>Be wary of partially completed forms; don’t complete them. </li></ul>
    5. 5. Managing the Inbox <ul><li>Sort e-mail to enable finding important messages, quick responses. </li></ul><ul><li>Respond in a timely fashion. </li></ul><ul><li>Read entire threads before responding. </li></ul>
    6. 6. E-mail Composition Basics <ul><li>Use proper grammar. </li></ul><ul><li>Write in complete sentences. </li></ul><ul><li>Always use sentence case; DON’T SHOUT USING ALL CAPITAL LETTERS. </li></ul><ul><li>Use a spell checker. </li></ul><ul><li>Always proofread messages. </li></ul>
    7. 7. Effective Writing Tips <ul><li>Use the inverted pyramid writing style. </li></ul><ul><li>Follow the ABCs of good writing: </li></ul><ul><ul><li>Accuracy </li></ul></ul><ul><ul><li>Brevity </li></ul></ul><ul><ul><li>Clarity </li></ul></ul>
    8. 8. Writing Effective Subject Lines <ul><li>Highlight the main point to summarize the entire e-mail. </li></ul><ul><li>Use sentence case. </li></ul><ul><li>Avoid words like important and critical. </li></ul><ul><li>Always include a subject. </li></ul>
    9. 9. Using CC and BCC <ul><li>Carbon copy copies others; CC leaves e-mail addresses visible to all recipients. </li></ul><ul><li>Blind carbon copy copies others; e-mail addresses listed in the BCC field are hidden from other recipients. </li></ul><ul><li>Only CC appropriate individuals. </li></ul><ul><li>Use BCC sparingly. </li></ul>
    10. 10. E-mail Forwarding Etiquette <ul><li>Forward messages only when necessary. </li></ul><ul><li>Use caution when forwarding sensitive or confidential information. </li></ul><ul><li>Use your head; don’t react on impulses. </li></ul>
    11. 11. Extinguishing a Flame War <ul><li>Flame wars have no place in professional communications. </li></ul><ul><li>Choose not to respond to avoid further provoking heated e-mail threads. </li></ul><ul><li>Leverage in-person communication to resolve the issue. </li></ul><ul><li>Involve management if in-person communication fails. </li></ul>
    12. 12. Keep Addresses Private <ul><li>Exercise caution when sending external e-mail. </li></ul><ul><li>Use blind carbon copy to hide e-mail addresses from other recipients. </li></ul><ul><li>Edit e-mail messages before forwarding. </li></ul>
    13. 13. Important/Urgent Messages <ul><li>Use Important and Urgent icons sparingly. </li></ul><ul><li>Refrain from sending too many high priority e-mails to avoid appearing too aggressive. </li></ul>
    14. 14. Working with Attachments <ul><li>Keep attachments small (less than 2 MB). </li></ul><ul><li>Don’t attach more than five files. </li></ul><ul><li>Save attachments instead of saving the e-mail. </li></ul><ul><li>Ensure that recipients know how to open attachments requiring unfamiliar applications. </li></ul>
    15. 15. Items to Avoid in E-mail <ul><li>Don’t include any information you wouldn’t want published on the front page of the newspaper. </li></ul><ul><li>Don’t e-mail confidential, sensitive, or classified information. </li></ul>
    16. 16. When Not to Use E-mail <ul><li>For jokes and chain messages. </li></ul><ul><li>For arguments or flame wars. </li></ul><ul><li>For subjects too complicated to easily explain in e-mail, use meetings instead. </li></ul><ul><li>Avoid e-mail when the topic requires interactive conversation. </li></ul>
    17. 17. Final Thoughts <ul><li>Are there any questions? </li></ul><ul><li>Don’t forget your copy of the E-mail Etiquette Quick Reference Sheet. </li></ul><ul><li>Thanks for attending. </li></ul>