a response that either lets the sender know you received the message or you understand the message and care

a shorthand method of communicating by using the first letter of each word in a phrase. Acronyms are used frequently in electronic communications; for example, IMHO means “in my humble opinion.”

one or more files you attach to an e-mail message. The attachment can be a word processing file, a spreadsheet, a database, a picture or graphic, an html page, or other file your recipient can read.

the recipient(s) or potential recipient(s) of your message

automated e-mail responses generated by a computer (software) in response to customer actions

the amount of information that can be transmitted across a connection

an electronic message system for reading and posting messages

old, worn-out phrases traditionally used in business correspondence to make the writer sound professional and businesslike

a virtual “room” where users can “talk” live with each other through electronic messages

Web sites where consumers can register complaints with a service provider online

use a process to write

the process of managing, tracking, and organizing contacts with your prospective and existing customers.

background or connecting information

a set of customer-centric strategies relating to policies, processes, applications, and people positioned to manage and increase profitable relationships with customers. All functional areas are in volved, including sales, marketing, customer service, finance and accounting, production, scheduling, inventory, and shipping.

the Internet and its available set of services

information that has been captured and saved so it can be easily retrieved and used

the part of the writing process during which you put together the message

business conducted on the Internet

electronic jargon

electronic mail

electronic community

an e-mail symbol that represents emotion

using electronic communications to stay in touch with your customers, whether using a sophisticated CRM system or simply by adding e-mail to your customer communications

See signature.

a large file attachment, so large that it may not transfer without causing problems

a nasty-gram; an e-mail shouting match;

See Also nasty-gram.

using highlighting devices such as bullets or numbering or white space to help make the document readable

unsolicited junk e-mail from someone the recipient knows

classified, codified, and organized knowledge that is the result of a knowledge management system

ways to create, identify, capture, and share organizational knowledge with the people who need it

programs that automatically manage and distribute messages to e-mail lists

central, important to the mission and business goals of the organization

a mean or nasty note or e-mail message;

See Also flame.

etiquette for the Internet

Internet citizen

an electronic bulletin board where users post messages that can be read and replied to by other members of the group

choose to receive e-mail or other communications from a service provider

written documentation that can help reconstruct an event or series of events

customizing an e-mail message to a customer based on the customer's profile, purchases, or their last communication. The personalized message is composed or modified to meet the customer's psychological and product/ service needs.

reading to determine the actions required to fulfill your goals or purpose

reading to remember information that we may retrieve at another time

the brand name by Eldon for address or business cards stored on an office desk in rotary files or tray files. Electronic versions of Rolodex cards are also available.

leaving out important information in a written message (i.e., not providing context in an e-mail message)

contact information at the end of your e-mail that could include name, organization, title, address, phone number with extension, Web site address, and e-mail address. (Many e-mailers assume the recipient knows who they are and how to contact them. Providing a complete signature makes it easy for the recipient to reach you.)

unsolicited junk e-mail from someone unknown to the recipient

a standard form letter used as a guide for composing effective e-mail communications

an ongoing electronic conversation on a specific discussion subject