Familiarity in email correspondence - proper Netiquette

Business emails are almost always formal when the respective parties have not met or they are in the initial stages of their business relationship. Nonetheless, these situations can evolve and sometimes are better served by doing so. The follow paragraphs summarize some of these dynamics. 

Use of familiarity in business email correspondence

        Extended business correspondence or interaction might become friendlier and less formal over time.  These business friendships lend themselves to bits of personal information being exchanged.  Such relationships and the knowledge they bring can be very useful in building rapport, trust and better business success.  Netiquette certainly includes asking and conveying niceties, some more specific than others.  Emails which convey a good balance are preferable and typically more effective.

        There are inherent pitfalls in writing about personal topics.  One of the most obvious of these is depicting personal information not known to other recipients, some of which may be total strangers.  Another drawback is that any third party might be uncomfortable, or deem unprofessional having anything but business tone and content.  Yet one further drawback to conveyance of personal information is "too much information" where the personal content overshadows the business at hand.

        Care should be taken to minimize personal "small talk" when topics are in an emergency or crisis mode as well for this may be viewed as deflecting or minimizing the real purpose of the communication.  The same holds true for topics such as financial negotiations, legal, medical or job emails. Once more serious conditions are removed or settled it is far more appropriate to continue with better balanced tone and content.  Essentially, the more serious or complex the central issue, the less time and attention should be given to personal or peripheral information.

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Today's question/facts:

 

Which country has the highest percentage of spam email servers?

1.) China

2.) Taiwan

3.) United States

4.) Israel

5.) India

What percentage of total units is this?

1.) 25%

2.) 33%

3.) 51%

4.) 68%

5.) 85%

Answers will appear in the next blog.

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Good emailing and good NetiquetteIQ!

 

Netiquette for email tips to avoid having a lack of closure

Emails which lack closure

        One of the premiere benefits derived from email is enabling the sender to quickly schedule, confirm, postpone or cancel events.  In addition, other situations of any kind can be introduced for the purpose of resolving any conflict or misunderstanding.  However, too often emails result in generating ambiguity and multiple messages going back and forth.  All participants in an email thread should avoid the following:

Lets speak tomorrow

I will contact you later

Give me a call mid-week

Maybe one day next week

 

When unnecessary postponements occur, the communication threads  can become more confusing. This may result in misunderstandings, delays, missed deadlines or frustration by the associated party or parties. If closure cannot be achieved, a commitment should be made when to do so.

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Last bolg's quiz/fact

How many emails are sent per day? (Source: Stephens'Lighthouse)

1.) 19 billion

2.) 54 billion

3.) 101 billion

4.) 121 billion

5.) 144 billion

The correct answer is number five, 144 billion

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Today;s feature is five beautiful/powerful words which can add positive content to one's email.

They are: elegant, lithe, zenith, opulent and compelling

List and matrix of potentially dangerous emails

 Today's blog is a simple matrix of malicious spam messages whether they are intended to harm one's computer or do financial harm. Obviously, emails of this sort should never be opened, stored or forwarded.

Partial listing of dangerous emails

        The following categories represent common themes for email spammers and should be ignored.

True Emails	Virus Email Hoaxes	Giveaway Email Hoaxes	Charity Hoaxes
Bogus Warnings	Email Petitions and Protests	Emal Chain Letters	Celebrity Email Hoaxes
Prank Emails	Bad Advice Emails	Funny Email Hoaxes	Unsubstantiated Emails
Missing Child Email Hoaxes	Phishing Scams	Nigerian Scams	Payment Transfer Job Scams
Email Lottery Scams	Miscellaneous Scams	Pharming Scams	Internet Dating Scams
Computer Security	Virus Information	Email Security	Spam Control

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Today's question/fact.
According to Google trends, email is more popular than:

1.) Elvis

2.) Chocolate

3.) Beer

4.) Harry Potter

5.) All of the above
The correct answer is #5, none of the above (1-4).
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Today's quiz/fact

How many emails are sent per day? (Source: Stephens'Lighthouse)

1.) 19 billion

2.) 54 billion

3.) 101 billion

4.) 121 billion

5.) 144 billion
___________________________________________________________________________

Please check with the next blog for the correct answer.

Replies to angry emails

Our last post featured time replies for emails. This post refers to Netiquette suggestions regarding angry emails and how to reply to them and avoid sending them. Please post any comments, questions or suggestions. Happy sending!

Angry Replies

           Before you react to in anger to an email or respond to one, consider some of the following points and then take appropriate actions.  Remember first and foremost that emails can last forever and that an angry reply will seldom result in anything positive.  The best approach is to consider the three Z’s namely Zero tolerance reaction, Zeal in replying and Zen attitude and tone.  To begin with, it is critical to understand what the cost of a flame war can be to all involved. A flame war is a term often used to describe email arguments which are unfriendly.  Many escalate into increasingly intensive language or tone. The second consideration is by creating a zero tolerance toward situations or persons. It may prove to be far more to lose than to gain.  The first step is to pause and not reply rapidly which will seldom prove to benefit either side (more of a Zen approach or the old count to 10 approach.

        By refraining from using zeal caused by anger, turn this instead into a situation where positives can occur.  Consider the facts which prompted what is or appears to be an angry communication.  Consideration should also be taken for any known or likely reasons that evoked an immediate negative reaction.  Attempt also to visualize before you send a reply how to minimize any further irritation for everyone.  When finally replying after a cooling won session, insure that, no matter what the outcome may be, matters are not made worse.

        Attempt to get clarification, inquire in such a way as to seek further information rather than assuming the worst.  Insure that no additional parties are brought into the communication.  This can scarcely be of benefit for anyone involved and can only exacerbate the situation.  Mail flame wars or multiple back and forth hostile email exchanges end up bringing in additional people and make it far more difficult to resolve what was started.  Keep in mind that it is easier and less painful to resolve what may initially be simple or innocent misunderstandings. 

        Sometimes, it may prove best not to respond to an angry email.  This may provide a useful cooling down interval and let a potentially time consuming and damaging situation dissipate harmlessly.  This situation can also contribute to increase anger from the original sender.  There are several items to keep in mind when weighing this option.  First, determine if a true question was asked or if an answer was asked for.  Secondly, consideration should be given if this is a personal, business or necessary contact to maintain.  Is the person or persons of significance to cause damage or continue a flame war with others you know?  Perhaps the sender was bluffing regarding a situation or blowing off steam.  Any of these considerations might have enough value to provide a logical reason to choose not to reply.

        Finally, if one selects to reply, insure that there is not a clouding of judgment.  Take any steps such as a delay of an hour or even a day to provide for this.  Consider also direct contact.  The personal reaching out and contact may be just the solution.  Additionally make sure all reasonable considerations have been made to understand everyone’s point of view.  Realize that changing  another’s opinion, philosophy, feeling of being misunderstood or underappreciated may simply not be possible. Certainly it is far less possible than more personal methods.

        If and when one does reply they should keep true to the “Zen” of the three Z’s.  Senders should seek to appreciate and understand the position or condition which caused the situation.  When the objective reasoning is in place, then a reply can be created.  Senders should also go over any important items step by step.  Keep the text at a minimum with proper attention given to tone, attitude and normal Netiquette considerations.  Ask if your reply is deemed satisfactory or if it requires more information and inquire if a further response is necessary.

        If a determination has been made that an angry email sender is correct, it is essential to quickly reply and acknowledge what has been in error.  If corrective action needs to be taken, good Netiquette is to clearly state what this is and provide a reasonable timeline and explanation with all the particulars.  If an apology is in order, it is important that it is done without delay.  When this has been accomplished,  a response for status is good Netiquette.  If no response is given do not take offense.  The recipient may believe the matter is closed.  Lastly, decide if it is a reasonable action to inquire again, after an interval of at least several days if all is in order.  (If no response again occurs) state that the matter will be considered closed if no further communication regarding this matter is tendered.  At this point it is best to let the matter rest.

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What is the world's most popular password?

1.) guest

2.) user

3.) 123456

4.) letmein

5.) qwerty

The corresct answer is number three, 123456.


Today's question/fact.

According to Google tremds, email is more popular than:

1.) Elvis

2.) Chocolate

3.) Beer

4.) Harry Potter

5.) All of the above


Please check with the next blog for the correct answer.

Netiquette rules and time frames for replying to emails

Today's blog speaks to some basic Netiquette rules for replying to messages. Subsequest blogs will go into more detail.

Simple reply

Replies should be in complete sentences and, when answering a question, making sure it is a clear continuation.  This is particularly necessary when a reply takes longer than half a day.

General email reply rules

1)   “Down-editing” replying - point by point within the text. It is best to change the font or font attribute to distinguish the answer from the question.

2)   “Top-posting” replying – On top of the email one is replying to. One should make sure superfluous information is removed.

3)   Replying to multiple repeated requests – do not let rudeness affect your replies.

4)   It is correctto reply in the proper order and context.

5)   Replying with single words or incomplete sentences is not proper Netiquette.

Replying to multiple people or a group

Care must be taken when a reply requires two distinct answers.  The best way to approach addressing multiple recipients is to define the content of the email.  An example would be:

“Dear John and Joe,

      Thank you for the information.  I will address both of your respective concerns in two separate paragraphs which follow . . .”

Another way to reply to multiple emails

	Professional	Casual	Personal	Miscellaneous
Time to Reply	1 – 24 Hours	1-3 Days	Anytime within reason
When Unsolicited	As necessary
When marked urgent	As quickly as possible or within  requested time	ASAP	ASAP
Employment or money matters	As quickly as possible	N/A	As quickly as possible	As quickly as possible
Auto reply
Invitation	1 – 24 Hours	1 – 24 Hours	1 – 24 Hours	1 – 24 Hours

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 The answer to the last post's quiz...

The term email was first coined in which year:

1.) 1976

2.) 1979

3.) 1982 is the correct answer

4.) 1985

5.) 1989

Today's quiz/fact is

_________________________________________________________________

What is the world's most popular password?

1.) guest

2.) user

3. 123456

4.) letmein

5.) qwerty

 

Please check with the next blog for the correct answer.

Netiquette for resending messages

Today's blog addresses resending messages and sending email where an errant address causes significant damages and an almost irrecoverable damage to a company's reputation.

Resending messages

This method can be a very useful tool.  Often a recipient  has not received or has lost a message.  If you do resend a message and include additional recipients, take the same care and steps as you would when forwarding.  If the original mail was a sender request, make sure to state "second request or "resent" in the reference bar.

Do not gloat about resending a message to prove a point since the original meaning for sending or interpretation for a message may have been misread by the sender.  If you are resending a message which was not received, was lost or needs more information, take proper care that the content is still timely, relevant and complete.  You may need to add more information and if this is the case, add the information separately and be clear as to how and why.  Do not change the original message since it may later be read or compared to the original.

Actions when an email is wrongly sent

Most email users have experienced the heart-sinking feeling in coming to the realization that an email was sent to the wrong person or group.  The emotions can vary from mild embarrassment or irritation to full-scale panic.  Similarly, ramifications might be the wrongful recipient not having a second thought, being slightly annoyed to experiencing anger, resentment or even taking action.

The following is an example of an email which shows how one error can cause great emotional  distress and embarrassment to the sender and their recipients. 

"On Friday, more than 1,300 employees of London-based Aviva Investors walked into their offices, strolled over to their desks, booted up their computers and checked their emails, only to learn the shocking news:  They would be leaving the company.  The email ordered them to hand over company property and security passes before leaving the building, and left the staff with one final line:  'I would like to take this opportunity to thank you and wish you all the best for the future.'  This email was sent to Aviva's worldwide staff of 1,300 people, with bases in the U.S., UK, France, Spain, Sweden, Canada, Italy, Ireland, Germany, Norway, Poland, Switzerland, Belgium, Austria, Finland and the Netherlands.  And it was all one giant mistake:  The email was intended for only one individual."

What actions should be taken?  Some email programs allow for message recall, but this rarely works even if done quickly. In all instances, a brief email should be sent acknowledging the mistake and making assurances, not excuses, that more care will be provided in the future.  If the potential fallout from the error may cause serious results, such as job loss or financial repercussions, then a more detailed email (or personal communication via phone or face-to-face) might be better served.  If certain damage has been done, financial or otherwise, the sender should ask the recipient to suggest a satisfactory solution.  Clearly the actions to be taken with the example shown above is to set the matter straight and issue an immediate apology.

Another necessary action with the drastic effects which should be taken immediately after a wrongly sent email is to make sure the true intended recipient be sent the errant correspondence.  Of course, it is an essential aspect of Netiquette to explain the error, how it happened and what, if anything, were the corrective actions.  These should also be a request to acknowledge receipt of the email as well.

What to do when an email with multiple addressees is returned because of one recipients delivery error

On those occasions when an email is sent to more than one person and a failure occurs for only one of the intended recipients, there are different actions the sender selects.  One is simply to resent the message after correcting any possible mistakes in the rejected email address.  This can be awkward since the other addressees will have two identical emails.

If this approach is taken , either a resend comment should be appended to the description field noting the repetition  or another approach which some senders choose is to resend the message only to the person who did not receive it.  Although this does prevent duplication emails to the other recipients the single addressee will not have the knowledge of the others who have the same email.  This can cause miscommunication, possible confusion or some embarrassment.

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What percentage of time does the average worker spend on email per day?

1. 15%
2. 21%
3. 28%
4. 35%
5. More than 35%

The correct answer is #3, 28%. This represents eleven hours of the work week!

Today's quiz/fact:

The term email was first coined in which year:

1.) 1976

2.) 1979

3.) 1982

4.) 1985

5.) 1989

 

THe answer will appear in the next post.

 

Kindly send any suggestions, comments or suggestions along!