You are previewing STTS-The Email Etiquette.
O'Reilly logo
STTS-The Email Etiquette

Book Description

E-mail is one of the greatest inventions of our lifetime - phenomenally affecting the way we communicate. Reading, writing and managing e-mail is taking up an increasing amount of our time. But are we using it right? E-mail can be used to stay in touch whether we are traveling or working from home. Perhaps we can relax standards when it comes to personal e-mails, but e-mailing for business purposes has reached a new dimension. People whose jobs never used to involve writing skills are now replying dozens of e-mails each day. But under such pressure to respond quickly, what happens to the quality of the messages exchanged? The bottom line remains: just as body language helps you to making an impression in person, what you write and how you write it affects what people think of you and your organisation. Be it a thank you note, a meeting reminder, a proposal or a sales pitch, a well-written message that looks and sounds professional will make it easier for people to want to do business with you. It will help people feel good about communicating with you and help you achieve the right results.

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Preface
  5. Contents
  6. Introduction
  7. Assess Yourself
  8. 1. The Age of E-mail
    1. The impact of e-mail on business
    2. Consequences of e-mail
    3. Why do we love e-mail?
    4. Handheld electronic devices
    5. E-mail enhances efficiency
    6. International considerations
    7. Interacting with groups on the Internet
    8. Star Tips for making the most of e-mail
  9. 2. The Pitfalls and the Potential of E-Mail
    1. Seven deadly sins of working with e-mail
    2. What can go wrong with e-mail?
    3. Why don’t we love e-mail?
    4. Top 10 complaints about e-mail in practice
    5. When not to use e-mail
    6. Think twice before you hit ‘Send’
    7. Turning problems into potential
    8. Star Tips for maximising the potential of e-mail
  10. 3. Managing Your Mailbox
    1. Seven deadly sins of e-mail management
    2. ‘You’ve got mail’ flow chart
    3. Receiving mail
    4. Processing mail
    5. Auto-reply messages
    6. Using folders
    7. Using filters (or rules)
    8. The benefits of being organised
    9. Star Tips for effective e-mail management
  11. 4. Looking Good Online
    1. Seven deadly sins of message preparation
    2. CC and BCC
    3. SMART subject lines
    4. Greetings (or salutations)
    5. Ending your message
    6. Signatures
    7. Final thoughts on greetings and closings
    8. Disclaimers and confidentiality clauses
    9. Attachments
    10. Star Tips for looking good online
  12. 5. Writing Great E-mails
    1. Seven deadly sins of business writing
    2. Traditional versus modern business writing
    3. What goes wrong in written communication?
    4. The ABC of modern business writing
    5. Benefits of the ABC approach
    6. Six rules of good writing
    7. Compose CLEAR messages
    8. Do you down-edit?
    9. Star Tips for writing great e-mails
  13. 6. Planning and Structuring Your Messages
    1. Seven deadly sins of planning and structuring your messages
    2. Seven steps to success in planning messages
    3. The Four Point Plan for structuring messages logically
    4. The Four Point Plan in practice
    5. Using lists and bullets
    6. Star Tips for planning and structuring messages
  14. 7. Creating Bonds and Developing Rapport
    1. Seven deadly sins of online communication
    2. Using e-mail to build relationships
    3. Creating a real bond
    4. Tips for building great relationships
    5. Let your readers sense your smile
    6. Why should you care what people think?
    7. Keeping it courteous while keeping it brief
    8. E-mail can affect careers
    9. Star Tips for creating bonds and developing rapport
  15. 8. Nurturing Your E-mail Netiquette
    1. Seven deadly sins of e-mail netiquette
    2. Spruce up your cyber-grammar skills
    3. Perfect your punctuation
    4. Practise your positivity
    5. Use active not passive voice
    6. Electronic emotions
    7. Abbreviations
    8. Netiquette — A summary
    9. Last word on netiquette
    10. Star Tips for nurturing your e-mail netiquette
  16. 9. Practising Safe E-mail
    1. Seven deadly sins of e-mail abuse
    2. Who goes there? Friend or foe?
    3. Scam spam or hopeful spam?
    4. Spam filters
    5. Flamers and trolls
    6. Mail bombing
    7. Chain letters
    8. Hoaxes
    9. Snooping
    10. Harassment
    11. Jokes and cartoons
    12. Star Tips for practising safe e-mail
  17. 10. Safety and Security
    1. Seven deadly sins of e-mail safety and security
    2. Is my e-mail secret?
    3. Why is security an issue?
    4. Controlled access
    5. Encryption
    6. Digital signatures
    7. Digital certificates
    8. Other techniques to protect your messages
    9. Computer viruses
    10. Star Tips for e-mail safety and security
  18. Index
  19. About the Author