Wednesday, March 29, 2017

The Core Netiquette of Complaints - Netiquette IQ Blog Of 3/29/17

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The blog below is an excerpt from my book, "Netiquette IQ . . .". (See the links below to learn more about my books). 

Complaints are a sensitive type of email and can likely go awry. Can they be effective? Can they keep a civil tone? Read below for a good set of principals to use when a complaint letter is necessary.


The Netiquette of Complaints

         Creating an effective complaint email can be particularly challenging in maintaining Netiquette. By the time a complaining email is composed and sent, there is probably a significant amount of time, loss of service, or inconvenience and, most significantly, anger and frustration. The general inclination for many would be a communication with rough language, reprimands, threats, demands, and unmistakably negative tone.

        Unlike face-to-face complaints, an email can be ignored, quickly discarded, never read, or be “auto replied” to. In order to increase the likelihood of a complaint having some results and effects, the following items should be taken into consideration:
1.       Utilize all forms of Netiquette.
2.       Identify the proper recipients.
3.       Determine the processes companies have put into place and follow them.
4.       Be concise and to the point.
5.      State what the expected result was presumed or intended to be.
6.       State what the result actually was and provide the difference of relevant effects (i.e. loss of time, money, or other negative impact).
7.       Detail a solution—be specific. Include reasonable goals, such as time to resolve, objectives, or needs.
8.       Request a response with a realistic schedule.
9.       Verify you have addressed the correct person or department. Ask for the right one if needed.
10.    Request a response that your correspondence has been received. (This is not  number eight above, which is a resolution outline.)
11.    Show open-mindedness and willingness to cooperate rather than a demand for a single solution.
Good Netiquette And A Green Internet To All!  =====================================================================Tabula Rosa Systems - Tabula Rosa Systems (TRS) is dedicated to providing Best of Breed Technology and Best of Class Professional Services to our Clients. We have a portfolio of products which we have selected for their capabilities, viability and value. TRS provides product, design, implementation and support services on all products that we represent. Additionally, TRS provides expertise in Network Analysis, eBusiness Application Profiling, ePolicy and eBusiness Troubleshooting

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In addition to this blog, Netiquette IQ has a website with great assets which are being added to on a regular basis. I have authored the premiere book on Netiquette, “Netiquette IQ - A Comprehensive Guide to Improve, Enhance and Add Power to Your Email". My new book, “You’re Hired! Super Charge Your Email Skills in 60 Minutes. . . And Get That Job!” has just been published and will be followed by a trilogy of books on Netiquette for young people. You can view my profile, reviews of the book and content excerpts at:

Anyone who would like to review the book and have it posted on my blog or website, please contact me

In addition to this blog, I maintain a radio show on BlogtalkRadio  and an online newsletter via have established Netiquette discussion groups with Linkedin and  Yahoo I am also a member of the International Business Etiquette and Protocol Group and Minding Manners among others. I regularly consult for the Gerson Lehrman Group, a worldwide network of subject matter experts and I have been contributing to the blogs Everything Email and emailmonday . My work has appeared in numerous publications and I have presented to groups such as The Breakfast Club of NJ and  PSG of Mercer County, NJ.

Additionally, I am the president of Tabula Rosa Systems, a “best of breed” reseller of products for communications, email, network management software, security products and professional services.  Also, I am the president of Netiquette IQ. We are currently developing an email IQ rating system, Netiquette IQ, which promotes the fundamentals outlined in my book.

Over the past twenty-five years, I have enjoyed a dynamic and successful career and have attained an extensive background in IT and electronic communications by selling and marketing within the information technology market.

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