This document provides guidance on proper email etiquette. It recommends using proper capitalization and punctuation, avoiding texting abbreviations, explaining acronyms, checking spelling and grammar, and keeping slang to a minimum. It also suggests considering whether an email is needed, timely, relevant, complete, appropriate, compliant, and professional. Formatting tips include using keywords in the subject line, breaking messages into sections, and including attachments explanations. Rules discussed are the 3 volley and 24 hour rules for bouncing topics back and forth or sending heated emails.

1. And more……
By Pooja Rasal

2. ‘Leadership and communication are inseparable. You
can’t have one without the other.’ ---Claude I. Taylor

3. General E-mail Etiquette Rules
ALL CAPS IS CONSIDERED SHOUTING
So is over punctuating!!!!!!
Not using capitalization or punctuation makes e-mail
hard to read
Text messaging abbreviations r confusing 2 ur co-
workers
Avoid emoticons
Explain Acronyms
Check spelling and grammar before sending
Keep slang at a minimum

5. Think of these before you hit send
Needed (Does the recipient need this to do their job)
Timely
Relevant
Complete
Appropriate
Compliant (e-discovery)
Professional
Inoffensive
Targeted
Limit use of Reply to all
Limit use of CC/BC
Use Distribution Lists Carefully
Best Channel

6. Format your e-mails
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.

7. 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

8. Building better e-mails
Strengthen the Subject
Sculpt the body

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

10. Sculpt the Body
Break message into sections
Action summary – What is the point of the e-mail
Background – Detail, but organize into
 Key points
 Definitions
 If audience is in the know do not go into complete history
Close – Next steps or actions items
If you include attachments give explanation of what
they are.

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

12. The Noise
Daily approximately 180 billion emails are sent
An estimated 100 billion of these emails may be unsolicited
Unwanted email
Phishing
 Appear to be from legitimate site, businesses
 Request personal or financial information
 Only work if you click or respond, best to just delete
Spam
 Ads and scams
 Replying or unsubscribing validates your address for more spam
 Do not reply, delete email
Virus
 Installed software without knowledge or consent
 Computer use monitored and controlled
 You must click or open program to infect

13. Why?
What is the point of these E-Mails?
Money - #1 reason
Selling information on black market
 Health Care – approximately $50 per account
 Credit Cards – approximately $2-3 per account
Who is behind this?
Average hackers/scammers
Organized criminals

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

16. When you hover over
links you see that
they don’t go to
where you expect
them.

17. Never open an
attachment from
someone you do not
know.

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

20. Who to contact?

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