Index
abbreviations, 2nd
acceptable usage policy, 2nd, 3rd
acknowledgements, 2nd
Acrobat Professional
action emails (self-assessment )
activities (media choice )
addiction to email
cost of
definition
extent of
reducing/overcoming, 2nd, 3rd
see also dependency on email
Addins4Outlook
address, cyber-crime and, 2nd
address box, 2nd
addresses, multiple
‘All user’ emails, 2nd, 3rd, 4th, 5th
Allen, David, 2nd, 3rd, 4th
amnesty (no-email zone )
Android smartphone
anti-virus software, 2nd, 3rd
archived emails, 2nd, 3rd, 4th, 5th
Arial (font )
attachments
content security
dumping
handheld email devices, and
multiple, 2nd
password-protected, 2nd
receiving, 2nd
saving to folder
sending, 2nd
size (limits ), 2nd
viruses, 2nd, 3rd, 4th
volumes of unnecessary, 2nd
audit trail, 2nd, 3rd
auditing, 2nd, 3rd
auto-reply, 2nd
Autocentre (Hyde Park Corner )
Autonomy ZANTAZ, 2nd
awards (in signature block ), 2nd
backlog, email (dealing with )
Bamforth, Rob
baseline reply time
‘Bcc’ box, 2nd
‘Beg forgiveness; don’t ask permission’ approach
benchmarking, 2nd
Bing
BlackBerry, 2nd, 3rd, 4th, 5th, 6th
blacklisted email address, 2nd
blame culture, 2nd
blank subject line
Blind carbon copy (‘Bcc ’), 2nd
blogs, 2nd, 3rd, 4th
body language, 2nd
Body Shop
Boeing
bold highlighting
brand image, 2nd
bulk emails
burglary, risk of
business news (media choice ), 2nd
Byers, Stephen
calendar, 2nd, 3rd, 4th, 5th
capital letters
carbon footprint, 2nd, 3rd, 4th, 5th, 6th
Carmathenshire College
Cc’d email, 2nd, 3rd
Blind (‘Bcc ’), 2nd
reducing unnecessary, 2nd, 3rd, 4th
use of (in address box ), 2nd
unsubscribing
chatrooms
CipherTrust
clear emails (Three Cs ), 2nd
closing sign-off see sign-offs
cloud computing
Cluley, Graham, 2nd
code of best practice, 2nd
colleagues (internal/external )
colour, use of, 2nd, 3rd, 4th
communication
quality of, 2nd
sloppy, 2nd, 3rd, 4th
communications media
alternatives
benefits of using
effective, 2nd
everyday tasks/activities
media richness, 2nd, 3rd
minimising misunderstandings
pull/push information culture, 2nd
Companies Act (1985), 2nd
company image/reputation, 2nd
company information, 2nd
complex tasks (media choice ), 2nd
compliance
breaches, 2nd, 3rd, 4th, 5th
compressed files
Computer Misuse Usage Act (1990)
concise emails (Three Cs ), 2nd
‘confidence rating ’
confidentiality
breaches
communications media and, 2nd, 3rd
disclaimers
folders (use of )
laws/legislation
metadata, 2nd
securing content
ConfidentSendTM
confirmation emails
Constant Contact
contact details
content
attachments
gender differences
plain language
context, 2nd, 3rd, 4th
contingency planning, 2nd, 3rd
contracts (media choice ), 2nd
conversations
endless chatter, 2nd
everyday tasks/activities
face-to-face, 2nd, 3rd, 4th, 5th
phone, 2nd, 3rd, 4th
value of
see also talking
Cooper, Cary L ., 2nd
Copland, Lynette
copyright, 2nd, 3rd
corporate logo, 2nd, 3rd
Corporate Manslaughter Act
costs
email addiction/dependency, 2nd
email overload
of interruptions
unnecessary attachments
Courier (font )
crisp emails (Three Cs ), 2nd
Crosby, Philip
customer satisfaction
customise view
CVs, 2nd, 3rd
cyber-crime, 2nd
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, 2nd, 3rd
Data Protection Act (1988), 2nd, 3rd, 4th, 5th, 6th, 7th
Davos World Economic Forum
deadlines, 2nd, 3rd, 4th, 5th, 6th
deal (‘Four Ds’ principle ), 2nd
defamatory language
defer (‘Four Ds’ principle ), 2nd, 3rd
delay sending emails, 2nd, 3rd, 4th
delegate, 2nd, 3rd, 4th
‘Four Ds’ principle, 2nd, 3rd
delete
attachments, 2nd, 3rd
folder housekeeping
‘Four Ds’ principle, 2nd, 3rd, 4th
gender differences, 2nd
suspicious emails
delivery receipts, 2nd
Deloitte
Delphi Consultancy Group
denial of service attacks
Department of Trade and Industry
dependency on email, 2nd
breaking the cycle
cost of
definition, 2nd
extent (in business )
reducing/overcoming, 2nd, 3rd
see also addiction to email
Direct Marketing Association
disclaimers, 2nd
discrimination, 2nd
dismissal (media choice )
DNA fingerprint , 2nd
document management system, 2nd, 3rd
Documentum
‘Dodgy Dossier’ incident (2002)
draft box, 2nd
e-disclosure, 2nd, 3rd, 4th
‘ebriefing’ newsletter
eco-friendly policies, 2nd, 3rd
electronic document management system, 2nd, 3rd
Elk Cloner (computer virus )
email
addiction see addiction to email
address, 2nd, 3rd
advantages/strengths
alerts, 2nd, 3rd, 4th, 5th, 6th
alternatives, 2nd, 3rd
archiving, 2nd, 3rd, 4th, 5th
audit trail, 2nd, 3rd
backlog (dealing with )
checking (frequency ), 2nd
conversations, 2nd
dealing with (‘Four Ds’ principle ), 2nd, 3rd, 4th
dependency, 2nd
disadvantages/weaknesses
easy to read/hard to read
as evidence, 2nd
evolution/history of, 2nd
excellent (creating ), 2nd
expiry date, 2nd
-free periods
future trends
getting email noticed
growth/volume
housekeeping, 2nd, 3rd, 4th, 5th
inbox see inbox
information, noise or
information overload, 2nd, 3rd, 4th
intended use of
layout
limits (attachment size ), 2nd
mailbox see mailbox management, personal
misuse calculator
ping-pong, 2nd, 3rd, 4th, 5th, 6th, 7th, 8th, 9th, 10th, 11th
re-reading
reducing unnecessary
response, 2nd, 3rd
software see software systems outage, 2nd, 3rd, 4th
talking or (tasks/activities )
unwanted (push back ), 2nd
working through (improving )
writing/language
‘Email Clarity’ tool
‘email service level agreement ’, 2nd
‘EmailDoctor’
emoticons, 2nd, 3rd
encryption (of email ), 2nd
Enron
Enterprise Vault
Entourage, 2nd, 3rd, 4th, 5th
EOM (end of message ), 2nd
Equal Opportunities Commission
European Convention on Human Rights
evidence, email as, 2nd
acceptable usage policy, 2nd
legislation (UK ), 2nd
sources of further information
used against you
exit strategy
expectations (response )
expiry dates, 2nd
face-to-face conversations, 2nd, 3rd, 4th, 5th, 6th
Facebook, 2nd, 3rd
‘favourites’ folder
fax machine/number, 2nd
Ferriss, Timothy, 2nd
Field Chooser
file sharing
filing emails
see also folders
finding attachments, 2nd
finding emails
fines (breach of security )
focus (gender differences )
focused behaviour, 2nd
folders
housekeeping
pros and cons
software functions/features
structure
fonts/font size, 2nd, 3rd, 4th
formatting
‘Four Ds’ principle, 2nd, 3rd, 4th
FR (for reading )
Freedom of Information Act (2000), 2nd, 3rd, 4th
Freeman, John
FYI (for your information )
gender differences
email use
greetings
geographic locations (bridged ), 2nd
goodbye (saying ), 2nd, 3rd, 4th
Google, 2nd, 3rd
Google Desktop Search
Googlemail, 2nd, 3rd
gossip, 2nd, 3rd, 4th, 5th
grammar, 2nd
green economy, 2nd, 3rd
greetings, 2nd, 3rd, 4th
groups, viewing emails in
GroupWise
handheld email devices, 2nd, 3rd, 4th
addiction/dependency, 2nd
attachments and
formatting
see also Android smartphone; BlackBerry; iPhone
handwritten notes, 2nd
Hare, Bishop Richard
Hargreaves, Gerard, 2nd
Haswell, Nikki
Health and Safety Executive
Hewlett-Packard
hoarding emails
Hotmail, 2nd, 3rd
housekeeping
folder, 2nd, 3rd, 4th
software
HTML
Human Rights Act (1998), 2nd
ico.gv.uk (information source )
icons, 2nd, 3rd, 4th, 5th
identifiers (code numbers )
identity theft
‘ILoveYou’ virus
imagery, 2nd
inbox
auditing information needs
changing look of
dealing with, 2nd, 3rd
DNA fingerprint, 2nd
filtering
folder housekeeping, 2nd, 3rd, 4th
smart ways to view
Inbox-Outbox 2007 (Revolution Events )
Inbox Zero
incorrect responses (time factor )
infection, protection from, 2nd
information
culture (pull/push ), 2nd
legislation (FOI ), 2nd, 3rd, 4th
needs
noise versus, 2nd, 3rd
overload, 2nd, 3rd, 4th
sending (media choice )
sources, 2nd
waste
Information Commissioner, 2nd, 3rd
instant messaging, 2nd, 3rd, 4th, 5th, 6th
Intel
internal business news (media choice ), 2nd
intranet, 2nd, 3rd, 4th
iPhone, 2nd, 3rd, 4th, 5th
is4profit.com (information source )
italics, 2nd
Jackson, Maggie
jargon
job applications
jokes, 2nd, 3rd
JPEG-type attachments
junk email see spam
Kellaway, Lucy
‘Ketchupgate ’
key logging
‘KISS ’
KPMG survey, 2nd, 3rd
Lakein, Alan
language (used in messages )
Lapage, James
‘Large Mail ’
law/legislation
company information/disclaimer
contracts, 2nd
email as evidence, 2nd
protection from infection, 2nd
layout (of emails )
leave/holidays, 2nd
letters, 2nd
lewd emails
limited company
location differences, 2nd
logos, 2nd, 3rd
love affairs (media choice ), 2nd
Mac
McAfee
McGhee, Sally, 2nd
mailbox
audit process (QSPER )
auditing someone else’s
control
housekeeping, 2nd, 3rd, 4th, 5th, 6th
limits, 2nd, 3rd, 4th
management
size, 2nd, 3rd
see also inbox
malware, 2nd, 3rd, 4th, 5th, 6th
management
of attachments see attachments
mailbox control
style, inbox and
Mann, Merlin, 2nd
media disasters
media richness, 2nd, 3rd, 4th
meetings
folder/folder structure, 2nd
media choice, 2nd
MessageLabs, 2nd, 3rd
metadata, 2nd
MI (meeting information )
micro-blogs
Microsoft Outlook see Outlook
Mimecast, 2nd, 3rd, 4th, 5th, 6th
mobile phones
modus operandi, inbox and
moneysavingexpert.com (information source )
monitoring process, 2nd
Moore, Jo
multiple attachments, 2nd
multiple email addresses
multitasking, 2nd
negotiations (media choice ), 2nd
Neo (www.caelo.com )
network bandwidth/speed
NeverFail Group
newsletters, 2nd, 3rd, 4th
unsubscribing, 2nd
nicknames (in greetings )
‘Nigerian 914’ scam
‘Nine Ps of Smart Email Management’ charter, 2nd
no-email zone
noise, 2nd, 3rd, 4th
Notes, 2nd, 3rd
NRE (no reply expected )
‘Old emails’ folder, 2nd
OneSource
Osterman Research, 2nd
out-law.com (information source )
out-of-office messages, 2nd, 3rd, 4th
outage (email systems failure ), 2nd, 3rd, 4th
Outlook
adding time zones
calendar/Voting buttons
‘Delay Delivery’ function, 2nd
expiry dates
Field Chooser
folders, 2nd, 3rd, 4th, 5th
housekeeping software, 2nd
‘IT Fitness Check’
layout options
mailbox size
size field
timesaving icons
outsourcing (during email outage )
paperless office myth
partnerships
password-protected attachment, 2nd
PayPal
pdf, 2nd
‘PEARLS ’
Pearson Education
pending folder, 2nd, 3rd
performance feedback (media choice ), 2nd
personal data, 2nd, 3rd, 4th
personal email management
personality, inbox and
phishing, 2nd, 3rd, 4th
phone calls, 2nd, 3rd, 4th
plain language (in messages )
plain text, 2nd
planning (to gain time )
politeness (in greetings )
pornographic emails, 2nd
portals, 2nd
postcards, 2nd
preferred phrases/words
preview/reading panes, 2nd, 3rd
PricewaterhouseCoopers (PwC )
prioritisation
exit strategy
information overload, 2nd
noise, 2nd, 3rd, 4th
reducing unnecessary emails
unsubscribing and
working through emails
priority markers
privacy (legislation
Privacy and Electronic Communications
Regulations (2003)
productivity
improving (five steps), 2nd, 3rd, 4th, 5th
protection from infection, 2nd
‘pst’ files/folders, 2nd
pull information culture, 2nd
punctuation, 2nd, 3rd
push information culture, 2nd
QSPER framework, 2nd
quality of communication, 2nd
queries (media choice ), 2nd
Quocirca, 2nd
racist language/emails, 2nd
‘read me first’ file
read receipts, 2nd
reading/preview panes, 2nd, 3rd
realistic response time
receiving attachments, 2nd
handling infected attachments
mailbox size, 2nd
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, 2nd
Regulation Investigatory Power Act (2000)
reminder flags
‘Reply All ’, 2nd
response (time )
Revolution Events
rich text
‘right message right first time ’, 2nd, 3rd
role, inbox and
Royal Bank of Scotland
RSS feed
‘Rules’ function, 2nd, 3rd, 4th, 5th, 6th
Rules Wizard, 2nd, 3rd
sales (media choice ), 2nd
salutation see greetings
sans serif fonts
Sarbanes-Oxley Act (US )
Schwalbe, W .
screenreader software
search engines, 2nd, 3rd
see also Bing; Google; Yahoo
searching/search folders, 2nd, 3rd
security
attachment
breaches, 2nd, 3rd, 4th, 5th, 6th, 7th
software
Seeley, Monica, 2nd
self-assessment exercise (action emails )
senders (reply expectations ), 2nd
sending attachments, 2nd
attachment size, 2nd
content (securing )
email limits
handheld email devices
handling (scope for time saving )
multiple attachments
unnecessary attachments, 2nd
sent-to-received ratio
sent email (implies recipient has taken action ), 2nd
sexual harassment
shortlisted job applicants
sign-offs
effective, 2nd, 3rd, 4th
gender differences, 2nd
signature blocks, 2nd, 3rd, 4th, 5th
simple tasks (media choice ), 2nd
size field (in Outlook )
Skype
slang
sloppy communications, 2nd, 3rd, 4th
smileys, 2nd
social lifestyle, email addiction and
social media, 2nd
Facebook, 2nd, 3rd
social networking, 2nd, 3rd
Twitter, 2nd, 3rd, 4th, 5th
social trivia (media choice ), 2nd
software
anti-virus, 2nd, 3rd
archiving emails, 2nd
cyber-crime prevention
features of (exploiting )
housekeeping
preview panes/other functions, 2nd
security
for subject line
timesaving functions, 2nd, 3rd
using to best advantage
sole traders, 2nd
Sophos, 2nd, 3rd, 4th, 5th
spam, 2nd, 3rd, 4th, 5th
anti-spam software, 2nd, 3rd
out-of-office messages and
spamhaus.com (information source )
speed (of email ), 2nd, 3rd
standard partnerships
stationery, use of (gender differences ), 2nd
storage space/capacity, 2nd, 3rd, 4th
straplines
strategic thinking
stress, 2nd, 3rd, 4th, 5th, 6th
email addiction and
management, 2nd
Stuffit
sub-folders, 2nd, 3rd, 4th, 5th
sub-sub folders
subject line, 2nd, 3rd
abbreviations
beginning/end of
blank or meaningless, 2nd
editing, 2nd
elements of
gender differences
surveillance (detecting viruses )
‘Swiss Cheese’ approach
talking, 2nd
choosing (tasks/activities )
strengths/weaknesses (comparison )
see also conversations
tasks (media choice )
telephone conversations, 2nd, 3rd, 4th
telephone numbers, 2nd
templates of text
text-speak, 2nd, 3rd
text messaging, 2nd, 3rd, 4th
text templates
thanks
media choice, 2nd
‘Three Cs’ rule (for writing ), 2nd
Thunderbird
time/time saving, 2nd, 3rd
attachment management
checking email (frequency ), 2nd
filing/finding emails
focused behaviour, 2nd
‘Four Ds ’, 2nd, 3rd, 4th
insufficient (for recipient )
mailbox management
management, 2nd
planning for
prioritisation see prioritisation
receiving attachments
response expectations
software functions, 2nd, 3rd, 4th
time zones/differences, 2nd, 3rd
‘To ’, 2nd
in address box, 2nd, 3rd
Tomlinson, Ray
tone (gender differences ), 2nd
top-down newspaper approach
topics, 2nd
Trafford Centre
trivial emails (deleting )
Twitter, 2nd, 3rd, 4th, 5th
two-minute rule, 2nd, 3rd
UK legislation, 2nd
unfair dismissal
‘Unread’ function
unrealistic expectations (response time )
unsubscribe, 2nd, 3rd
USB dongle
value statements, 2nd
Verdana (font )
Veritas
videoconferencing, 2nd
viruses, 2nd, 3rd, 4th
in attachments, 2nd, 3rd, 4th
Vista
visual impairment, catering for
voice message, 2nd
‘Voting’ buttons
waste
web address (contact details )
web conference
websites
brilliant-email.com
information sources, 2nd
phishing, 2nd, 3rd, 4th
Wessex Disability
‘wet signature ’
white space (blank line )
wikis
WinZip
withdrawal process
wording (using plain language )
work-life balance
WorkshareTM
Workspace
worms
writing
‘Three Cs’ rule, 2nd
using plain language
Yahoo, 2nd, 3rd, 4th