2 Importance of s Time – is quicker than snail mail Convenience –Can be sent from notebooks to handhelds improving client accessibility Internal/External –Communicates with coworkers (internal) and clients/vendors (external) Cost –Paper-free Documentation –Response to results in virtual paper trail.

3 Problems of Computer Limitations Lack of Privacy Misunderstanding of Erroneous Messages Casual, Unprofessional Tone –Abbreviations (b/c, b4, 2) –Absence of Capitalization –Emoticons –Emoticons

4 Writing Effective Messages freeimages.co.uk

5 The receiver’s address Carbon copy Blind carbon copy subject

6 Type your message in the text box, then click send and it will be sent to the receivers you have indicated in the to, Cc, and Bcc areas.

7 Subject Lines Should be both concise and specific Are often scanned by recipients to decide which should be read immediately and which can be read later or deleted Might use all caps in times of urgency

8 Recipients Should be carefully considered before sending or carbon copying May make a “Reply to All” inappropriate

9 Message Length Should start with a salutation Should be brief and to-the-point Should be skimmed easily Should be read on a single screen

10 Message Content The Opening Tells the reader why you are writing The Focus Tells the details about the topic The Action Tells what you want to happen and gives a time frame The Closing Thank the reader and mention future communication

11 Paragraphs Should not be longer than a single screen Could be as short as one sentence, if the information is important

12 When Your Message Is Long Warn the readers that the message is long. Create a summary or overview of the message. If you require a specific response from the reader then be sure to request that response in the first paragraph of your . Create headings for each major section (as appropriate).

13 Avoid Surprises or Last Minute Requests Do not wait until the last minute to introduce a problem or concern via . Do not wait until the last minute to introduce a problem or concern via . Express questions or concerns when you have them, rather than accumulating them. Express questions or concerns when you have them, rather than accumulating them.

14 Avoid Sending a Flaming Message Flaming is a virtual term for venting or sending inflammatory messages in . Flaming is a virtual term for venting or sending inflammatory messages in . Avoid flaming because it tends to create a great deal of conflict that spirals out of control. Avoid flaming because it tends to create a great deal of conflict that spirals out of control.

15 Responding to a Flame Empathize with the sender’s frustration and tell them they are right if that is true If you feel you are right, thank them for bringing the matter to your attention Explain what led to the problem in question Avoid getting bogged down by details and minor arguments If you are aware that the situation is in the process of being resolved let the reader know at the top of the response Apologize if necessary

16 Formatting Issues Avoid italics, underlined and bolded text, bulleted and numbered lists, tables, graphics, and visuals Use CAPITAL LETTERS to designate a heading Use *asterisks* on either side of a word to designate emphasis or italics

17 Signatures Include your name at the bottom of each you send. Can give contact information about the sender, such as job title, phone, fax, webpage url, and mailing information

18 Send Attachments When the message is lengthy When visuals are an important part of the message Announce them and give a reason for them Formats (HTML,PDF,DOC,TXT)

19 When Won’t Work There are times when you need to take your discussion out of the virtual world and speak to the recipient in person.