Index

abbreviations, 2^nd

acceptable usage policy, 2^nd, 3^rd

acknowledgements, 2^nd

Acrobat Professional

action emails (self-assessment )

activities (media choice )

addiction to email

cost of

definition

extent of

reducing/overcoming, 2^nd, 3^rd

see also dependency on email

Addins4Outlook

address, cyber-crime and, 2^nd

address box, 2^nd

addresses, multiple

‘All user’ emails, 2^nd, 3^rd, 4^th, 5^th

Allen, David, 2^nd, 3^rd, 4^th

amnesty (no-email zone )

Android smartphone

anti-virus software, 2^nd, 3^rd

archived emails, 2^nd, 3^rd, 4^th, 5^th

Arial (font )

attachments

content security

dumping

handheld email devices, and

multiple, 2^nd

password-protected, 2^nd

receiving, 2^nd

saving to folder

sending, 2^nd

size (limits ), 2^nd

viruses, 2^nd, 3^rd, 4^th

volumes of unnecessary, 2^nd

audit trail, 2^nd, 3^rd

auditing, 2^nd, 3^rd

auto-reply, 2^nd

Autocentre (Hyde Park Corner )

Autonomy ZANTAZ, 2^nd

awards (in signature block ), 2^nd

backlog, email (dealing with )

Bamforth, Rob

baseline reply time

‘Bcc’ box, 2^nd

‘Beg forgiveness; don’t ask permission’ approach

benchmarking, 2^nd

Bing

BlackBerry, 2^nd, 3^rd, 4^th, 5^th, 6^th

blacklisted email address, 2^nd

blame culture, 2^nd

blank subject line

Blind carbon copy (‘Bcc ’), 2^nd

blogs, 2^nd, 3^rd, 4^th

body language, 2^nd

Body Shop

Boeing

bold highlighting

brand image, 2^nd

bulk emails

burglary, risk of

business news (media choice ), 2^nd

Byers, Stephen

calendar, 2^nd, 3^rd, 4^th, 5^th

capital letters

carbon footprint, 2^nd, 3^rd, 4^th, 5^th, 6^th

Carmathenshire College

Cc’d email, 2^nd, 3^rd

Blind (‘Bcc ’), 2^nd

reducing unnecessary, 2^nd, 3^rd, 4^th

use of (in address box ), 2^nd

unsubscribing

chatrooms

CipherTrust

clear emails (Three Cs ), 2^nd

closing sign-off see sign-offs

cloud computing

Cluley, Graham, 2^nd

code of best practice, 2^nd

colleagues (internal/external )

colour, use of, 2^nd, 3^rd, 4^th

communication

quality of, 2^nd

sloppy, 2^nd, 3^rd, 4^th

communications media

alternatives

benefits of using

effective, 2^nd

everyday tasks/activities

media richness, 2^nd, 3^rd

minimising misunderstandings

pull/push information culture, 2^nd

Companies Act (1985), 2^nd

company image/reputation, 2^nd

company information, 2^nd

complex tasks (media choice ), 2^nd

compliance

breaches, 2^nd, 3^rd, 4^th, 5^th

compressed files

Computer Misuse Usage Act (1990)

concise emails (Three Cs ), 2^nd

‘confidence rating ’

confidentiality

breaches

communications media and, 2^nd, 3^rd

disclaimers

folders (use of )

laws/legislation

metadata, 2^nd

securing content

ConfidentSend^TM

confirmation emails

Constant Contact

contact details

content

attachments

gender differences

plain language

context, 2^nd, 3^rd, 4^th

contingency planning, 2^nd, 3^rd

contracts (media choice ), 2^nd

conversations

endless chatter, 2^nd

everyday tasks/activities

face-to-face, 2^nd, 3^rd, 4^th, 5^th

phone, 2^nd, 3^rd, 4^th

value of

see also talking

Cooper, Cary L ., 2^nd

Copland, Lynette

copyright, 2^nd, 3^rd

corporate logo, 2^nd, 3^rd

Corporate Manslaughter Act

costs

email addiction/dependency, 2^nd

email overload

of interruptions

unnecessary attachments

Courier (font )

crisp emails (Three Cs ), 2^nd

Crosby, Philip

customer satisfaction

customise view

CVs, 2^nd, 3^rd

cyber-crime, 2^nd

identity theft

as major business threat

out-of-office messages

personal email management

software tools to prevent

sources of further information

see also spam; viruses

data leakage, 2^nd, 3^rd

Data Protection Act (1988), 2^nd, 3^rd, 4^th, 5^th, 6^th, 7^th

Davos World Economic Forum

deadlines, 2^nd, 3^rd, 4^th, 5^th, 6^th

deal (‘Four Ds’ principle ), 2^nd

defamatory language

defer (‘Four Ds’ principle ), 2^nd, 3^rd

delay sending emails, 2^nd, 3^rd, 4^th

delegate, 2^nd, 3^rd, 4^th

‘Four Ds’ principle, 2^nd, 3^rd

delete

attachments, 2^nd, 3^rd

folder housekeeping

‘Four Ds’ principle, 2^nd, 3^rd, 4^th

gender differences, 2^nd

suspicious emails

delivery receipts, 2^nd

Deloitte

Delphi Consultancy Group

denial of service attacks

Department of Trade and Industry

dependency on email, 2^nd

breaking the cycle

cost of

definition, 2^nd

extent (in business )

reducing/overcoming, 2^nd, 3^rd

see also addiction to email

Direct Marketing Association

disclaimers, 2^nd

discrimination, 2^nd

dismissal (media choice )

DNA fingerprint , 2^nd

document management system, 2^nd, 3^rd

Documentum

‘Dodgy Dossier’ incident (2002)

draft box, 2^nd

e-disclosure, 2^nd, 3^rd, 4^th

‘ebriefing’ newsletter

eco-friendly policies, 2^nd, 3^rd

electronic document management system, 2^nd, 3^rd

Elk Cloner (computer virus )

email

addiction see addiction to email

address, 2^nd, 3^rd

advantages/strengths

alerts, 2^nd, 3^rd, 4^th, 5^th, 6^th

alternatives, 2^nd, 3^rd

archiving, 2^nd, 3^rd, 4^th, 5^th

audit trail, 2^nd, 3^rd

backlog (dealing with )

checking (frequency ), 2^nd

conversations, 2^nd

dealing with (‘Four Ds’ principle ), 2^nd, 3^rd, 4^th

dependency, 2^nd

disadvantages/weaknesses

easy to read/hard to read

as evidence, 2^nd

evolution/history of, 2^nd

excellent (creating ), 2^nd

expiry date, 2^nd

-free periods

future trends

getting email noticed

growth/volume

housekeeping, 2^nd, 3^rd, 4^th, 5^th

inbox see inbox

information, noise or

information overload, 2^nd, 3^rd, 4^th

intended use of

layout

limits (attachment size ), 2^nd

mailbox see mailbox management, personal

misuse calculator

ping-pong, 2^nd, 3^rd, 4^th, 5^th, 6^th, 7^th, 8^th, 9^th, 10^th, 11^th

re-reading

reducing unnecessary

response, 2^nd, 3^rd

software see software systems outage, 2^nd, 3^rd, 4^th

talking or (tasks/activities )

unwanted (push back ), 2^nd

working through (improving )

writing/language

‘Email Clarity’ tool

‘email service level agreement ’, 2^nd

‘EmailDoctor’

emoticons, 2^nd, 3^rd

encryption (of email ), 2^nd

Enron

Enterprise Vault

Entourage, 2^nd, 3^rd, 4^th, 5^th

EOM (end of message ), 2^nd

Equal Opportunities Commission

European Convention on Human Rights

evidence, email as, 2^nd

acceptable usage policy, 2^nd

legislation (UK ), 2^nd

sources of further information

used against you

exit strategy

expectations (response )

expiry dates, 2^nd

face-to-face conversations, 2^nd, 3^rd, 4^th, 5^th, 6^th

Facebook, 2^nd, 3^rd

‘favourites’ folder

fax machine/number, 2^nd

Ferriss, Timothy, 2^nd

Field Chooser

file sharing

filing emails

see also folders

finding attachments, 2^nd

finding emails

fines (breach of security )

focus (gender differences )

focused behaviour, 2^nd

folders

housekeeping

pros and cons

software functions/features

structure

fonts/font size, 2^nd, 3^rd, 4^th

formatting

‘Four Ds’ principle, 2^nd, 3^rd, 4^th

FR (for reading )

Freedom of Information Act (2000), 2^nd, 3^rd, 4^th

Freeman, John

FYI (for your information )

gender differences

email use

greetings

geographic locations (bridged ), 2^nd

goodbye (saying ), 2^nd, 3^rd, 4^th

Google, 2^nd, 3^rd

Google Desktop Search

Googlemail, 2^nd, 3^rd

gossip, 2^nd, 3^rd, 4^th, 5^th

grammar, 2^nd

green economy, 2^nd, 3^rd

greetings, 2^nd, 3^rd, 4^th

groups, viewing emails in

GroupWise

handheld email devices, 2^nd, 3^rd, 4^th

addiction/dependency, 2^nd

attachments and

formatting

see also Android smartphone; BlackBerry; iPhone

handwritten notes, 2^nd

Hare, Bishop Richard

Hargreaves, Gerard, 2^nd

Haswell, Nikki

Health and Safety Executive

Hewlett-Packard

hoarding emails

Hotmail, 2^nd, 3^rd

housekeeping

folder, 2^nd, 3^rd, 4^th

software

HTML

Human Rights Act (1998), 2^nd

ico.gv.uk (information source )

icons, 2^nd, 3^rd, 4^th, 5^th

identifiers (code numbers )

identity theft

‘ILoveYou’ virus

imagery, 2^nd

inbox

auditing information needs

changing look of

dealing with, 2^nd, 3^rd

DNA fingerprint, 2^nd

filtering

folder housekeeping, 2^nd, 3^rd, 4^th

smart ways to view

Inbox-Outbox 2007 (Revolution Events )

Inbox Zero

incorrect responses (time factor )

infection, protection from, 2^nd

information

culture (pull/push ), 2^nd

legislation (FOI ), 2^nd, 3^rd, 4^th

needs

noise versus, 2^nd, 3^rd

overload, 2^nd, 3^rd, 4^th

sending (media choice )

sources, 2^nd

waste

Information Commissioner, 2^nd, 3^rd

instant messaging, 2^nd, 3^rd, 4^th, 5^th, 6^th

Intel

internal business news (media choice ), 2^nd

intranet, 2^nd, 3^rd, 4^th

iPhone, 2^nd, 3^rd, 4^th, 5^th

is4profit.com (information source )

italics, 2^nd

Jackson, Maggie

jargon

job applications

jokes, 2^nd, 3^rd

JPEG-type attachments

junk email see spam

Kellaway, Lucy

‘Ketchupgate ’

key logging

‘KISS ’

KPMG survey, 2^nd, 3^rd

Lakein, Alan

language (used in messages )

Lapage, James

‘Large Mail ’

law/legislation

company information/disclaimer

contracts, 2^nd

email as evidence, 2^nd

protection from infection, 2^nd

layout (of emails )

leave/holidays, 2^nd

letters, 2^nd

lewd emails

limited company

location differences, 2^nd

logos, 2^nd, 3^rd

love affairs (media choice ), 2^nd

Mac

McAfee

McGhee, Sally, 2^nd

mailbox

audit process (QSPER )

auditing someone else’s

control

housekeeping, 2^nd, 3^rd, 4^th, 5^th, 6^th

limits, 2^nd, 3^rd, 4^th

management

size, 2^nd, 3^rd

see also inbox

malware, 2^nd, 3^rd, 4^th, 5^th, 6^th

management

of attachments see attachments

mailbox control

style, inbox and

Mann, Merlin, 2^nd

media disasters

media richness, 2^nd, 3^rd, 4^th

meetings

folder/folder structure, 2^nd

media choice, 2^nd

MessageLabs, 2^nd, 3^rd

metadata, 2^nd

MI (meeting information )

micro-blogs

Microsoft Outlook see Outlook

Mimecast, 2^nd, 3^rd, 4^th, 5^th, 6^th

mobile phones

modus operandi, inbox and

moneysavingexpert.com (information source )

monitoring process, 2^nd

Moore, Jo

multiple attachments, 2^nd

multiple email addresses

multitasking, 2^nd

negotiations (media choice ), 2^nd

Neo (www.caelo.com )

network bandwidth/speed

NeverFail Group

newsletters, 2^nd, 3^rd, 4^th

unsubscribing, 2^nd

nicknames (in greetings )

‘Nigerian 914’ scam

‘Nine Ps of Smart Email Management’ charter, 2^nd

no-email zone

noise, 2^nd, 3^rd, 4^th

Notes, 2^nd, 3^rd

NRE (no reply expected )

‘Old emails’ folder, 2^nd

OneSource

Osterman Research, 2^nd

out-law.com (information source )

out-of-office messages, 2^nd, 3^rd, 4^th

outage (email systems failure ), 2^nd, 3^rd, 4^th

Outlook

adding time zones

calendar/Voting buttons

‘Delay Delivery’ function, 2^nd

expiry dates

Field Chooser

folders, 2^nd, 3^rd, 4^th, 5^th

housekeeping software, 2^nd

‘IT Fitness Check’

layout options

mailbox size

size field

timesaving icons

outsourcing (during email outage )

paperless office myth

partnerships

password-protected attachment, 2^nd

PayPal

pdf, 2^nd

‘PEARLS ’

Pearson Education

pending folder, 2^nd, 3^rd

performance feedback (media choice ), 2^nd

personal data, 2^nd, 3^rd, 4^th

personal email management

personality, inbox and

phishing, 2^nd, 3^rd, 4^th

phone calls, 2^nd, 3^rd, 4^th

plain language (in messages )

plain text, 2^nd

planning (to gain time )

politeness (in greetings )

pornographic emails, 2^nd

portals, 2^nd

postcards, 2^nd

preferred phrases/words

preview/reading panes, 2^nd, 3^rd

PricewaterhouseCoopers (PwC )

prioritisation

exit strategy

information overload, 2^nd

noise, 2^nd, 3^rd, 4^th

reducing unnecessary emails

unsubscribing and

working through emails

priority markers

privacy (legislation

Privacy and Electronic Communications

Regulations (2003)

productivity

improving (five steps), 2^nd, 3^rd, 4^th, 5^th

protection from infection, 2^nd

‘pst’ files/folders, 2^nd

pull information culture, 2^nd

punctuation, 2^nd, 3^rd

push information culture, 2^nd

QSPER framework, 2^nd

quality of communication, 2^nd

queries (media choice ), 2^nd

Quocirca, 2^nd

racist language/emails, 2^nd

‘read me first’ file

read receipts, 2^nd

reading/preview panes, 2^nd, 3^rd

realistic response time

receiving attachments, 2^nd

handling infected attachments

mailbox size, 2^nd

saving and finding attachments

timesaving software functions

recipient

giving more time to

greetings to engage

perception of when reply expected

sent-to-received ratio

sent email implies action taken, 2^nd

Regulation Investigatory Power Act (2000)

reminder flags

‘Reply All ’, 2^nd

response (time )

Revolution Events

rich text

‘right message right first time ’, 2^nd, 3^rd

role, inbox and

Royal Bank of Scotland

RSS feed

‘Rules’ function, 2^nd, 3^rd, 4^th, 5^th, 6^th

Rules Wizard, 2^nd, 3^rd

sales (media choice ), 2^nd

salutation see greetings

sans serif fonts

Sarbanes-Oxley Act (US )

Schwalbe, W .

screenreader software

search engines, 2^nd, 3^rd

see also Bing; Google; Yahoo

searching/search folders, 2^nd, 3^rd

security

attachment

breaches, 2^nd, 3^rd, 4^th, 5^th, 6^th, 7^th

software

Seeley, Monica, 2^nd

self-assessment exercise (action emails )

senders (reply expectations ), 2^nd

sending attachments, 2^nd

attachment size, 2^nd

content (securing )

email limits

handheld email devices

handling (scope for time saving )

multiple attachments

unnecessary attachments, 2^nd

sent-to-received ratio

sent email (implies recipient has taken action ), 2^nd

sexual harassment

shortlisted job applicants

sign-offs

effective, 2^nd, 3^rd, 4^th

gender differences, 2^nd

signature blocks, 2^nd, 3^rd, 4^th, 5^th

simple tasks (media choice ), 2^nd

size field (in Outlook )

Skype

slang

sloppy communications, 2^nd, 3^rd, 4^th

smileys, 2^nd

social lifestyle, email addiction and

social media, 2^nd

Facebook, 2^nd, 3^rd

social networking, 2^nd, 3^rd

Twitter, 2^nd, 3^rd, 4^th, 5^th

social trivia (media choice ), 2^nd

software

anti-virus, 2^nd, 3^rd

archiving emails, 2^nd

cyber-crime prevention

features of (exploiting )

housekeeping

preview panes/other functions, 2^nd

security

for subject line

timesaving functions, 2^nd, 3^rd

using to best advantage

sole traders, 2^nd

Sophos, 2^nd, 3^rd, 4^th, 5^th

spam, 2^nd, 3^rd, 4^th, 5^th

anti-spam software, 2^nd, 3^rd

out-of-office messages and

spamhaus.com (information source )

speed (of email ), 2^nd, 3^rd

standard partnerships

stationery, use of (gender differences ), 2^nd

storage space/capacity, 2^nd, 3^rd, 4^th

straplines

strategic thinking

stress, 2^nd, 3^rd, 4^th, 5^th, 6^th

email addiction and

management, 2^nd

Stuffit

sub-folders, 2^nd, 3^rd, 4^th, 5^th

sub-sub folders

subject line, 2^nd, 3^rd

abbreviations

beginning/end of

blank or meaningless, 2^nd

editing, 2^nd

elements of

gender differences

surveillance (detecting viruses )

‘Swiss Cheese’ approach

talking, 2^nd

choosing (tasks/activities )

strengths/weaknesses (comparison )

see also conversations

tasks (media choice )

telephone conversations, 2^nd, 3^rd, 4^th

telephone numbers, 2^nd

templates of text

text-speak, 2^nd, 3^rd

text messaging, 2^nd, 3^rd, 4^th

text templates

thanks

media choice, 2^nd

‘Three Cs’ rule (for writing ), 2^nd

Thunderbird

time/time saving, 2^nd, 3^rd

attachment management

checking email (frequency ), 2^nd

filing/finding emails

focused behaviour, 2^nd

‘Four Ds ’, 2^nd, 3^rd, 4^th

insufficient (for recipient )

mailbox management

management, 2^nd

planning for

prioritisation see prioritisation

receiving attachments

response expectations

software functions, 2^nd, 3^rd, 4^th

time zones/differences, 2^nd, 3^rd

‘To ’, 2^nd

in address box, 2^nd, 3^rd

Tomlinson, Ray

tone (gender differences ), 2^nd

top-down newspaper approach

topics, 2^nd

Trafford Centre

trivial emails (deleting )

Twitter, 2^nd, 3^rd, 4^th, 5^th

two-minute rule, 2^nd, 3^rd

UK legislation, 2^nd

unfair dismissal

‘Unread’ function

unrealistic expectations (response time )

unsubscribe, 2^nd, 3^rd

USB dongle

value statements, 2^nd

Verdana (font )

Veritas

videoconferencing, 2^nd

viruses, 2^nd, 3^rd, 4^th

in attachments, 2^nd, 3^rd, 4^th

Vista

visual impairment, catering for

voice message, 2^nd

‘Voting’ buttons

waste

web address (contact details )

web conference

websites

brilliant-email.com

information sources, 2^nd

phishing, 2^nd, 3^rd, 4^th

Wessex Disability

‘wet signature ’

white space (blank line )

wikis

WinZip

withdrawal process

wording (using plain language )

work-life balance

Workshare^TM

Workspace

worms

writing

‘Three Cs’ rule, 2^nd

using plain language

Yahoo, 2^nd, 3^rd, 4^th