Book description
Tame the e-mail monster and capture the power of this critical workplace tool!
E-mail is the most basic and critical key to building healthy, productive work communities that communicate electronically. With these quick, easy guidelines, business people at all levels can learn to assess a situation, compose an effective message, and send a responsible e-mail.
Increase efficiency and productivity
Protect your reputation and image
Connect responsibly and purposefully
Table of contents
- Copyright
- Acknowledgments
- Preface
-
1. E-mail: The Good, the Bad, & the Ugly
- E-MAIL IS A MISSION CRITICAL COMPUTER APPLICATION
- E-MAIL HAS ALWAYS BEEN A GOOD THING
- USING E-MAIL HAS INTRODUCED SOME CHALLENGES
- E-MAIL IS A UNIQUE FORM OF COMMUNICATION
- COMMUNICATING BY E-MAIL HAS MANY ADVANTAGES
- E-MAIL IS A GOOD WAY TO COMMUNICATE—SOMETIMES
- E-MAIL ALSO HAS DISADVANTAGES
- E-MAIL IS NOT ALWAYS THE BEST WAY TO COMMUNICATE
- OUR E-MMUNITIES HELP US DETERMINE HOW TO COMMUNICATE
- SOME E-STORIES ARE GETTING UGLY
- TOOLS & TIPS
-
2. Business Netiquette: Being a Good E-mmunity Netizen at Work
- E-MAIL IS THE MOST IMPORTANT WAY WE CONNECT AT WORK
- NETIQUETTE GUIDELINES HELP USERS BECOME GOOD E-MMUNITY NETIZENS AT WORK
- USING E-MAIL CAN BE GOOD, BAD, OR UGLY
- BECAUSE E-MAIL IS UNIQUE, USERS MUST BE ESPECIALLY CAREFUL
- E-MAIL BLUNDERS ARE BECOMING ALL TOO COMMON
- ONE WAY TO AVOID PROBLEMS IS TO LEARN WHAT GOOD NETIQUETTE IS
- NETIQUETTE IS IMPORTANT BECAUSE E-MAIL IS NEVER PRIVATE
- RESPONSIBLE NETIZENS PRACTICE RESPONSIBLE NETIZENSHIP
- SIX NETIQUETTE GUIDELINES FOR SAVVY NETIZENS
- PRACTICE THE PLATINUM RULE FOR THE NEW MILLENNIUM
- PUT YOUR BEST FOOT FORWARD
- NURTURE HARMONIOUS CONNECTIONS
- FURTHER E-MMUNITY ACTION
- TRAVEL THE STRAIGHT AND NARROW
- CLEAN UP THE NEIGHBORHOOD
- TOOLS & TIPS
-
3. E-mail IS Business Writing: Composing Letters, Memos, and Notes at Work
- WHEN WE COMMUNICATE THROUGH E-MAIL, WE PUT A LOT ON THE LINE
- GOOD WRITERS USE A PROCESS TO COMPOSE MESSAGES
- BEFORE WRITING
- DURING WRITING
- AFTER WRITING
- A GOOD E-MAIL MESSAGE FOLLOWS THE 10 C'S
- GOOD WRITERS ARE ALWAYS AWARE OF THEIR AUDIENCES
- GOOD WRITERS ALSO PAY ATTENTION TO THE CRITICAL ATTRIBUTES OF THEIR MESSAGES
- TOOLS & TIPS
-
4. Managing the Barrage of E-mail: Using a System to Organize, Process, and Declutter
- WE HAVE GONE FROM “YOU'VE GOT MAIL!” TO “OH NO! NOW WHAT?!”
- THE BARRAGE OF INFORMATION CAN BE A DRAIN ON PRODUCTIVITY
- E-MAIL SHOULD INCREASE EFFICIENCY AND EFFECTIVENESS
- KEEP THE E-MMUNITY IN MIND BY ATTENDING TO PURPOSE, POLICY, AND PROTOCOL
- MANAGING THE BARRAGE OF E-MAIL REQUIRES USING A SYSTEM
- THE FIRST FUNCTION OF AN E-MAIL SYSTEM IS ORGANIZING
- THE SECOND FUNCTION OF AN E-MAIL SYSTEM IS PROCESSING
- THE THIRD FUNCTION OF AN E-MAIL SYSTEM IS DECLUTTERING
- TOOLS & TIPS
-
5. The Heart and Soul of E-Service: Using E-mail to Enhance Customer Service
- E-MAIL IS A POWERFUL CUSTOMER SERVICE TOOL
- WE ALL SERVE CUSTOMERS AT WORK
- EVERY COMMUNICATION SHOULD SERVE TO BUILD LOYAL PARTNERSHIPS
- YOU CAN BUILD LOYAL CUSTOMER PARTNERSHIPS BY PROVIDING VALUE
- THE GOOD, THE BAD, AND THE UGLY OF E-SERVICE
- WE SHOULD APPLY THE SIX NETIQUETTE GUIDELINES TO E-SERVICE
- COMPOSING EFFECTIVE E-SERVICE MESSAGES REQUIRES A PROCESS
- PROVIDE E-SERVICE BY MANAGING YOUR E-MAIL COMMUNICATIONS
- CONTINUOUSLY IMPROVE YOUR E-SERVICE
- TOOLS & TIPS
-
A. A Style Guide for E-mail: Standards for Effective E-mail Communications
- STANDARDIZING WHAT WE DO AT WORK IS ESSENTIAL
- E-MAIL COMPOSED AT WORK SHOULD CONTAIN STANDARD COMPONENTS
- E-MAIL REQUIRES CORRECT SPELLING, AS DOES ANY FORMAL BUSINESS CORRESPONDENCE
- E-MAIL REQUIRES CORRECT PUNCTUATION, AS DOES ANY FORMAL BUSINESS CORRESPONDENCE
- E-MAIL CAN BE ORGANIZED IN SEVERAL WAYS
- E-MAIL SHOULD CONTAIN SIMPLE, CONCISE, CORRECT, AND SENSITIVE WORDING
- E-MAIL REQUIRES CERTAIN FORMATTING CONVENTIONS
- Glossary of Terms
- Answers for Quick Checks
- Suggested Answers for Activities
Product information
- Title: E-mail: Communicate Effectively, First Edition
- Author(s):
- Release date: May 2002
- Publisher(s): Pearson
- ISBN: 9780130418173
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