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Common problems
with email
Why are there so many
issues with email
 Email is used as a common tool for
communication
BUT
 Email is one of the most misunderstood
tools
 Email is one of the most abused tools
Communication gap
 People from different cultures and
backgrounds have different email
etiquette.
 Capitalization
 Titles
 Language skills
Capitalization
 TAL, I WOULD LIKE YOU TO COME TO
MY OFFICE TODAY AT 4 PM
In e-mail culture, words written in uppercase are
considered "SHOUTING.
Communication gap
People write email as though they are talking
What's wrong with this one?
“We got to face them where the rubber
meets the road”
People use slang or humor that might
not be understood by the recipient
Communication gap
 People write email as though they are
talking
 Writing is different then talking
 You can not convey emotions or humor
clearly through email
 You can not convey facial expressions or
body language through email
Communication gap
 People use slang or humor that might not
be understood by the recipient
 Although English is the common language of
business, the slang and humor is particular
to each culture.
 If your joke backfires, you are not there to
put out the fire
Loss of personal contact
 Email is being used in place of face to
face contact.
 People mistake email exchange for
relationship building
Perils of email
 Never send an angry email
 Avoid impulse
 Put yourself in the TO: to avoid impulse sending before you are
ready
 Wait it out
 Think it through
 Make sure the email is complete and understood for the reader
 Countless emails on the same subject will make you seem
disorganized
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Use Diplomacy
CC selectively
Save all incriminating email
Beware of using lists
Email structure
 Recipient list
 Whom do you include on the TO: line
 Whom do you include on the CC: Line
 When do you use the BCC: line
Subject line
 Should be short and to the point
 Remember, many people have a huge
mailbox and can only search through the
subject.
 Never put your message in the subject line.
Keep it descriptive but limited to 5 – 8 words.
Body
 Keep it organized, use proper formatting.
 Make sure your points are marked
 If you need a response, please make sure you
say so
 If your email spans several pages, perhaps an
attachment would be better.
 Remember – email can be used as a record,
do not put anything on an email that might
come back to haunt you.
Signature
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KISS – Keep It Simple
Contact information
Disclaimer
Avoid silly quotes or remarks
Reply
 Use caution when you reply all
 Who should receive the reply
 Avoid the thank you chain
 If someone mess up, do not reply all.
Instant messages
 If a co worker is not convinced that you
will read his email fast enough , he will try
to ping you.
 The term ping.
Dangers of IM
 No delay or undo
 A combination between talking to writing
 Misunderstanding can easily occur
 Humor does not transfer correctly even when using
emoticons
 You cant hear the person’s tone and voice inclination
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You never know who is on the other side.
Avoid impulses
Think it out
Never IM when you are angry
Remember, IM’s can be saved
Emoticons
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:-)
Smile
;-)
Wink
:-o
Surprise
:-P
I screwed up
0:-) I’m an angel
>:-) I’m a devil
>:-| I’m angry
:-(*)
I’m about to vomit
(_!_)
A-hole
(_X_)
Kiss my ass
(_E=mc2_) Smart Ass
(_?_)
Dumb Ass
0
F-You