The document discusses email etiquette and proper communication techniques for electronic messages. It provides guidelines for formatting emails, sending messages, replying, using attachments, tone, and avoiding conflicts. Some of the key points covered include addressing the recipient, keeping messages concise, using acknowledgments, speaking from your own perspective, and checking where to post messages. The overall document offers tips for projecting professionalism and ensuring messages are received clearly through electronic channels.

1. Email Etiquette

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What is Email Etiquette?
• Etiquette is defined as the rules
governing socially acceptable behavior
• Applied to email – ‘virtual’ behavior
• Also applies to
– Chat
– Message Boards

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Why?
• Most people use electronic
communication
• May be your only communication with an
individual
• Project a professional attitude
• Efficiency

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Format
• Email Address
• Address person you are sending to
• Message length
• One subject per message
• HTML vs. Plain Text

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Sending Messages
• Auto-Completion
• CC and BCC
• Subject
• Jokes and Chain letters
• Virus warnings

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Replying
• Reply vs. Reply All
• Including the original message
• Replying to a list or group
• Auto-Replies – also known as vacation
rules

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Attachments
• Size
• Format
• Is it necessary?
• Is the recipient expecting it?
• Alternatives

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General
• Message Tone
– Pleasantries
– WRITING IN ALL CAPS
– Excess Punctuation
• Spelling
• Grammar
• Abbreviations

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• High Priority
• Signatures
• Opinions – also known as flaming
• Respond promptly

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Email shouldn’t be used for !
• Discipline
• Grades
• Conflict resolution

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Going for consensus:
• Understand other people’s views from their point of
view.
• Find conclusion which satisfies every one rather
than expressing yourself.
• Genuine consensus is different from suppressing
your views in favor of a majority view. Don’t lose
the main benefits of a group, which is having
multiple perspectives on the same issue.
• Those who disagree strongly should stick to their
ideas.

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Practical communication principles
(PCPs).
• PCP1: Thank, acknowledge and support people freely.
Ex1: I like your comment Ex2: I agree with so. Ex3: Thanks…
– In computer conference, you cannot see other people nod their
heads smile or greet you. If you don’t receive an
acknowledgement of a message, you feel ignored. People should
know that they have been appreciated.
• PCP2: Acknowledge before differ.
Ex1: what I think you mean? Ex2: Have I got that right? Ex3: my own view
differs as follows.
– If you disagree with someone. Start by briefly restating what the
other person has said. The person then knows that you are trying
to understand him, and is thus in a better position to take your
view seriously.

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• PCP3: Speak from your own perspective:
Ex1: here’s how I see? Ex2: how I feel about?
- You can present other views with a direct quote like:
“ As so and so said in ex. “.
- Don’t generalize: Ex: “ it is a fact that … “
- If something is put as an absolute, there is no room for
anyone else’s perspective.

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Avoid ‘flaming spirals’:
• Sometimes someone will be offended at someone else’s
message, where no offensiveness was intended, and
therefore they would reply angrily.
• The first person may then respond angrily and so on,
leading to an increasing spiral of abuse. This can easily
happen in computer conference (no facial expression).
• The best solution for people involved is to affirm that
they had not intended to offend and they understand
the other’s point of view.

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On emotions in messages:
• Emotions can easily be misunderstood when you can’t
see faces or body language. People may not realize you
are joking.
• There are conventions for saying ‚ this is a joke‛ or
expressing your feeling. They are called ‚ smileys ‚ or
emotions.
• Ex1: I’m joking! 8- ).
• Ex2: -) smile.
• Ex3: 8- ( I’m feeling sad.
• Writing capital letters means shouting.

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Where to write what:
• Before you send a message, check that it is addressed to the
most appropriate place.
General style:
• Keep messages short. If you have something longer to say,
put it in a word processor file and then attach it to a short
message.
• Take the subject line seriously and make sure it is clear.
• People see subject line before the content of a message and
may use it to decide whether or not to read the message.

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Legal issues:
• If you are copying something written by
someone else, put it in quotation marks.

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Thank You 