E-mail: Communicate Effectively, First Edition

Author Marcia G. Reed , Verna Terminello

Release Date: 2002/05/01

ISBN: 013041817X

Topic:

• Career Development

12
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Table of Contents

1. Copyright
2. Acknowledgments
3. Preface
4. 1. E-mail: The Good, the Bad, & the Ugly
   1. E-MAIL IS A MISSION CRITICAL COMPUTER APPLICATION
   2. E-MAIL HAS ALWAYS BEEN A GOOD THING
   3. USING E-MAIL HAS INTRODUCED SOME CHALLENGES
   4. E-MAIL IS A UNIQUE FORM OF COMMUNICATION
   5. COMMUNICATING BY E-MAIL HAS MANY ADVANTAGES
      1. E-mail is inexpensive, usually reliable, and convenient.
      2. E-mail documents can be managed.
      3. E-mail is an effective time management tool.
      4. E-mail is a collaboration tool.
      5. E-mail has many applications.
   6. E-MAIL IS A GOOD WAY TO COMMUNICATE—SOMETIMES
   7. E-MAIL ALSO HAS DISADVANTAGES
      1. E-mail messages may be misunderstood.
      2. E-mail can feel like a bombardment of messages.
      3. Inappropriate e-mail use can cause legal or ethical concerns.
      4. E-mail messages may not be consistent with an organization's desired image.
   8. E-MAIL IS NOT ALWAYS THE BEST WAY TO COMMUNICATE
   9. OUR E-MMUNITIES HELP US DETERMINE HOW TO COMMUNICATE
   10. SOME E-STORIES ARE GETTING UGLY
   11. TOOLS & TIPS
       1. Hot Tools & Tips!
          1. Key Terms
       2. References
5. 2. Business Netiquette: Being a Good E-mmunity Netizen at Work
   1. E-MAIL IS THE MOST IMPORTANT WAY WE CONNECT AT WORK
      1. Good manners are still a foundation for being effective and responsible communicators
   2. NETIQUETTE GUIDELINES HELP USERS BECOME GOOD E-MMUNITY NETIZENS AT WORK
   3. USING E-MAIL CAN BE GOOD, BAD, OR UGLY
   4. BECAUSE E-MAIL IS UNIQUE, USERS MUST BE ESPECIALLY CAREFUL
   5. E-MAIL BLUNDERS ARE BECOMING ALL TOO COMMON
   6. ONE WAY TO AVOID PROBLEMS IS TO LEARN WHAT GOOD NETIQUETTE IS
   7. NETIQUETTE IS IMPORTANT BECAUSE E-MAIL IS NEVER PRIVATE
   8. RESPONSIBLE NETIZENS PRACTICE RESPONSIBLE NETIZENSHIP
   9. SIX NETIQUETTE GUIDELINES FOR SAVVY NETIZENS
   10. PRACTICE THE PLATINUM RULE FOR THE NEW MILLENNIUM
   11. PUT YOUR BEST FOOT FORWARD
   12. NURTURE HARMONIOUS CONNECTIONS
   13. FURTHER E-MMUNITY ACTION
   14. TRAVEL THE STRAIGHT AND NARROW
   15. CLEAN UP THE NEIGHBORHOOD
   16. TOOLS & TIPS
       1. Hot Tools & Tips!
          1. Key Terms
       2. References
6. 3. E-mail IS Business Writing: Composing Letters, Memos, and Notes at Work
   1. WHEN WE COMMUNICATE THROUGH E-MAIL, WE PUT A LOT ON THE LINE
      1. Our Image
      2. The Image of Our Organization
      3. Our E-mmunity Relationships
   2. GOOD WRITERS USE A PROCESS TO COMPOSE MESSAGES
   3. BEFORE WRITING
      1. E-mail Map
      2. E-mail Brainstorm
      3. E-mail Outline
      4. E-mail Free Write
      5. E-mail Final Copy
   4. DURING WRITING
      1. Sample Subject Lines
   5. AFTER WRITING
   6. A GOOD E-MAIL MESSAGE FOLLOWS THE 10 C'S
   7. GOOD WRITERS ARE ALWAYS AWARE OF THEIR AUDIENCES
   8. GOOD WRITERS ALSO PAY ATTENTION TO THE CRITICAL ATTRIBUTES OF THEIR MESSAGES
      1. Tone
      2. Context
      3. Readability
      4. Verbs
   9. TOOLS & TIPS
      1. Hot Tools & Tips!
         1. Key Terms
      2. References
7. 4. Managing the Barrage of E-mail: Using a System to Organize, Process, and Declutter
   1. WE HAVE GONE FROM “YOU'VE GOT MAIL!” TO “OH NO! NOW WHAT?!”
   2. THE BARRAGE OF INFORMATION CAN BE A DRAIN ON PRODUCTIVITY
   3. E-MAIL SHOULD INCREASE EFFICIENCY AND EFFECTIVENESS
   4. KEEP THE E-MMUNITY IN MIND BY ATTENDING TO PURPOSE, POLICY, AND PROTOCOL
   5. MANAGING THE BARRAGE OF E-MAIL REQUIRES USING A SYSTEM
      1. 1. Organizing
      2. 2. Processing
      3. 3. Decluttering
   6. THE FIRST FUNCTION OF AN E-MAIL SYSTEM IS ORGANIZING
   7. THE SECOND FUNCTION OF AN E-MAIL SYSTEM IS PROCESSING
   8. THE THIRD FUNCTION OF AN E-MAIL SYSTEM IS DECLUTTERING
   9. TOOLS & TIPS
      1. Hot Tools & Tips!
         1. Key Terms
      2. References
8. 5. The Heart and Soul of E-Service: Using E-mail to Enhance Customer Service
   1. E-MAIL IS A POWERFUL CUSTOMER SERVICE TOOL
   2. WE ALL SERVE CUSTOMERS AT WORK
   3. EVERY COMMUNICATION SHOULD SERVE TO BUILD LOYAL PARTNERSHIPS
      1. The Costs of Lost Customers
   4. YOU CAN BUILD LOYAL CUSTOMER PARTNERSHIPS BY PROVIDING VALUE
   5. THE GOOD, THE BAD, AND THE UGLY OF E-SERVICE
   6. WE SHOULD APPLY THE SIX NETIQUETTE GUIDELINES TO E-SERVICE
      1. 1. Practice the “platinum rule for the new millennium.”
      2. 2. Put “your best foot forward.”
      3. 3. Nurture “harmonious connections.”
      4. 4. Further “e-mmunity action.”
      5. 5. Travel “the straight and narrow.”
      6. 6. Clean up the “neighborhood.”
   7. COMPOSING EFFECTIVE E-SERVICE MESSAGES REQUIRES A PROCESS
      1. Before Writing
      2. During Writing
      3. After Writing
   8. PROVIDE E-SERVICE BY MANAGING YOUR E-MAIL COMMUNICATIONS
      1. Organizing
      2. Processing
      3. Decluttering
   9. CONTINUOUSLY IMPROVE YOUR E-SERVICE
   10. TOOLS & TIPS
       1. Hot Tools & Tips!
          1. Key Terms
       2. References
9. A. A Style Guide for E-mail: Standards for Effective E-mail Communications
   1. STANDARDIZING WHAT WE DO AT WORK IS ESSENTIAL
   2. E-MAIL COMPOSED AT WORK SHOULD CONTAIN STANDARD COMPONENTS
   3. E-MAIL REQUIRES CORRECT SPELLING, AS DOES ANY FORMAL BUSINESS CORRESPONDENCE
   4. E-MAIL REQUIRES CORRECT PUNCTUATION, AS DOES ANY FORMAL BUSINESS CORRESPONDENCE
   5. E-MAIL CAN BE ORGANIZED IN SEVERAL WAYS
   6. E-MAIL SHOULD CONTAIN SIMPLE, CONCISE, CORRECT, AND SENSITIVE WORDING
   7. E-MAIL REQUIRES CERTAIN FORMATTING CONVENTIONS
      1. References
10. Glossary of Terms
11. Answers for Quick Checks
12. Suggested Answers for Activities