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Netiquette, or net etiquette, comprises the courteous
guidelines for communicating on-line via the Internet... Dana May Casperson:
Power Etiquette
The Internet has become a way of life in the business world. E-mail is fast,
efficient and allows people to stay in touch easily. For example, people on the
road can stay in contact with their office and clients even when they are gone
for extended periods of time. As we move into the new century, e-mail and the
use of the world wide web for business purposes will increase beyond our wildest
imagination. The Forrester Research Group has indicated that "by the year
2005 users will be sending more than 5 billion personal messages a day."
There are many reasons for use of the Internet. It is low cost. You can reach
many people simultaneously. It is quick and easy. It allows us to stay in touch
with people more frequently. We can use it 24 hours a day anyplace in the world.
It is efficient. As professionals however, we need guidelines for electronic
communication. What offends one person may be alright with someone else. I
recently surveyed 30 professionals to establish their preferences and dislikes
regarding e-mail. Their answers were diverse and covered a wide variety of
concerns.
The following however, were points they all agreed on when
receiving or sending e-mail:
Avoid spamming. Most people want to receive a message that is specific to
them. If people do not recognize the e-mail address, or the subject does not
give them a clue as to the topic, frequently, the correspondence is deleted.
Most people hate junk mail, so if you are trying to obtain business through the
use of e-mail, make sure it benefits the receiver.
Ask permission to put people on your special lists. Whether it's a joke,
inspirational story or business newsletter, ask permission to put the receiver
on your list. Remember good service is putting the customer in charge. By asking
permission, you are honoring the individual and their choices.
Avoid the use of attached files. People are fearful of viruses. Frequently
the receiver will delete the item without even opening it. If you want your
information read, it is best to include it in the text of your e-mail.
When forwarding a message, clean it up. There is nothing more frustrating
then receiving a three-page message with a paragraph of information. A message
that has been forwarded several times, may have as many as 100 addresses and
each lines prefaced with several greater-than symbols. It is tacky, difficult to
read and a real time waster.
Respond within 24 hours. If the e-mail is a request for more information,
a response to something you've asked for or a business update, respond within 24
hours. People are demanding responses immediately, letting a message go
unanswered for longer then 24 hours may mean you loose the client or the sale.
Try not to use caps and colored pages.
It is difficult to individualize e-mails. They are plain, simple and for
the most part in a standard font. Yes, their look can be boring. In order to
liven them up, some people have begun to use all capital letters for the message
text or use a variety of colored backgrounds. Depending on the font and the
color selected, it can make the e-mail difficult to read.
Proof read your document before sending. Even though e-mail is casual,
unlike a formal business letter, your business image is still on the line.
Double check for spelling errors, punctuation mistakes and appropriate use of
grammar.
Use the auto response when you are unable to respond. Several e-mail
systems have an auto-response system. When the system receives an e-mail it
automatically responds and indicates that you are on vacation, out of town or
off ill and will be unable to respond until a certain date. This lets your
clients know you are not avoiding them or being a flake.
Use subject lines that are descriptive. Received Your Order and It's On
The Way is far more interesting and descriptive then just the word Order. Make
the subject title one the recipient will want to open and read.
Be succinct, direct and to the point. This is a fast pace world. People want
information in nibbles and bites that are easy and quick to digest. Bullet
statements or points are always easy to read and make your point promptly.
Use an index. If you're forwarding a business newsletter and it is longer
then one page, consider using an index at the beginning of the document. This
allows the reader to scan and quickly find the information they are particularly
interested in.
Make it easy to reach you. Much like the address and phone number is on
business stationary, it is helpful to include a signature on your e-mail. This
would include your name, company name, address, phone number and possibly a
12-15 word tag-line that indicates what you do. An example would be:
Harry Plumber
1556 Faucet Lane
Waterville, CA 99999
(555)H20-LEAK
Resolving your plumbing challenges 24 hours a day.
Include a web-site link. If you have a web site or want to encourage some to
visit a specific site, be sure to include the appropriate input so it is only a
mouse click away.
Be careful when your audience may be international. If you are conducting
business via the Internet with an international audience, be sure you are fully
aware of their customs and beliefs. American attempts at humor or sarcasm may be
viewed as inappropriate and even offensive depending on the country.
Only use graphics when you must. Graphics can lend support to business
correspondence when you are trying to explain a concept. They do take time
however to download. If the graphics do not support the information you are
forwarding, then do not use them.
Include portions of the original e-mail. It is difficult to remember
sometimes the question you asked when you receive a one-word response such as
Yes or No with no explanation. Be sure to include portions of the original
question or correspondence when referring to it in your reply.
E-mail is here to stay. It is an affective tool that saves time and money, and
it allows us to be in almost constant contact with our customers and offices. If
used properly, it can provide a positive image of you and your organization.
When use inappropriately, it can offend potential clients and earn you a
reputation you may not want. Dress your e-mail for success to thrive in the new
century.
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