The Art of E-Communication

1. The Art of E-Communication Preventing Unprofessional Correspondence in an Informal Medium Presentation by Jason C. Garza

2. Why worry about “E”-tiquette? • On average, 90% of internet users use email on a daily basis. (Standford, 2008) • To curb costs, organizations use email or instant messaging systems in order to eliminate phone usage. • Email is a form of documentation…and like all documentation it should be professional.

3. Email • Think of writing an email as writing a business letter. • Know your audience: is this correspondence to a supervisor? A colleague? A friend? A manager? • Know what idea(s) you want to communicate.

4. (In)Formal E-Communication • Informal: Not used in business; will be a friendly, casual correspondence about non-business issues. Slang (IE “what’s up,” “yo,” “huh,” “i”) • Formal: Used in business; will be a to-the-point correspondence addressing one or more pressing issues.

5. Informal E-Communication Errors • Using acronyms that may have multiple meanings (IE O/S; POA) • Using technical “jargon” that the recipient may not understand • Not using a spell or grammar check.

6. (In)Formal Address • First name • Title, last name • Hey… • How’s it going? • Well, you won’t believe… • Greetings, Mr… • To whom it may concern…

7. Security • Emails and Instant Messaging systems may not have “secured” servers • Never send: • User names • Passwords • Account numbers • Social security numbers • Other sensitive data

9. GRAMMAR TIME

10. Spelling • Activate spell check on: • Outlook, Thunderbird, etc. • Web browsers (Firefox, Explorer) • Desktop • Know When To Capitalize Words

11. HOW (not) TO SAY IT • AVOID TYPING IN ALL CAPS • Emails typed in all caps are often ignored • Conveys amateurism, not professionalism • Spam filters may catch emails in all caps • Is just like shouting at the person across from you

12. How, not; to: say—it.?! • Use punctuation; avoid: • Lack of stops (periods, question marks) • Lack of separators (commas, semicolons) • Run-on sentences • May change the meaning of a sentence: • Giant moving, sale Friday. • Giant moving sale Friday.

13. Emoticons; E-bbreviations • Never use BRB, LOL, BTW • Never use “emoticons” (smiley faces) • These do not belong in a professional business setting; they can be disabled at the user level

14. Tips • Keep the message short and to the point; use short sentences. • Proofread before sending • Avoid the read/delivery receipt option • Can be deactivated on recipient’s Outlook • Avoid using URGENT or IMPORTANT • Creates the “boy who cried wolf” problem

15. Replying • Avoid using the “reply all” feature unless the original email was sent to create an open forum • Clogging the “CC” line; if you have a question for the sender, then only reply to the sender

16. Good-bye • Sincerely • Regards • Have a great day • Toodles, • See ya • Until next time • Awaiting your reply

17. Use a signature block when sending or receiving Outlook will allow you to save your preferred signature. Jason C. Garza Human Resources/Training Manager The Family Credit Union jgarza@familycu.com (563) 388-8328 Signing off

18. E-Communication should be… • …short and to the point • …respectful and professional • …replied to promptly • …free of big attachments • …addressed and signed off properly • …used as an alternative to telephones • …something to embrace

19. “E”-tiquette