1. CBP Program – Business Etiquette
Module 7: Internet and Etiquette

2. Module 7: Internet and Email Etiquette
Objectives:
Recommend guidelines for Internet usage in the workplace.
Explain the advantages and disadvantages of using .
Explain the recommended etiquette for communication.
Describe the benefits of online chat in customer care.
Note the guidelines for online chat communication.

3. Introduction
The Internet is a global network providing services to computer users around the world. The popularity of the Internet as a new communication medium has given rise to new etiquette practices that demonstrate good online manners.

4. Internet Usage in the Workplace
The internet facilitates a global marketplace and connects more than 500 million people around the world
Some recommended internet usage guidelines for the workplace:
Do not engage in activities would could use up too much bandwidth (ex. Games) or that spread computer viruses
Don’t download unproductive downloads or pirated software
Delete and ignore chain letters, and avoid sexually explicit material
Avoid subscribing to non-productive newsletters
Keep confidentiality over the Internet and close the Internet after use
Pay attention to all security-related info. And report strange activity

5.
stands for electronic mail, and is used to convey messages between a sender and receiver via electronic communication networks.
Here are some benefits and disadvantages of communication:
Benefits
Disadvantages
Fast, simple, easy to use
Security can be compromised
Accessible from anywhere in the world
Lack of technology awareness
Cost-effective
Technology compatibility
Can be automated
May not represent a legal document
Integrated using a graphical format
Can easily be led to misunderstandings

6. Netiquette Guidelines used with e-mail communication:
Make sure you are sending the to the right person
Subject line should grab attention and briefly express the message contents and importance
Start by using the most appropriate salutation
Don’t assume your message will be for private viewing
Keep short and simple
Write messages using a business and professional format
Use sensory language
Use separate accounts for personal messages
Practice good management

7. Netiquette Guidelines used with e-mail communication (continued…):
Use the Urgent flag only when the message is truly urgent
Don’t use an to engage in office gossip
Remember that s provide an electronic trace of your communication
Use “Out-of-Office” when you can’t check your for a while
Use return receipts carefully
Don’t write in CAPITAL LETTERS!
Avoid using the word urgent
Use proper punctuation and grammar

8. Netiquette continued…
When sending an you will have the following three options (page 98):
To: for the main person or people, and the ones required to take action
Cc: for informational purposes only. You should inform the main recipient that copies have been sent to others.
Bcc: for people that you wish to remain confidential. It’s a method to keep addresses confidential with sending to a lot of people.
When replying to , you have these options:
Reply (to Sender):
Reply to All
When forwarding an , you have these options:
Forward
Forward as attachment

9. Netiquette Review
Everyone turn to page 136 so we can discuss the Netiquette Review…which is important for the CBP exam!

10. Online Chat Benefits of adding online chat to websites include:
Customers have immediate 24 hour service
Proactively supports customer’s service and sales requests
Reinforces customer relationships and increases customer satisfaction by addressing customers’ needs in a real-time fashion
Capitalizes on internet sales opportunities
Reduces operating costs

11. Online Chat Etiquette Guidelines
Online Chat Guidelines:
Support the core customer needs
Keep sentences short, simple. Break down inform into multiple chat responses
Ask the customer to hold, thank the customer for waiting
Allow your customer enough time to read one response before you send another
Use the different online status such as “Online”, “Away”, etc.
Do not use abbreviations such as “u” and “y”
Avoid the use of emoticons, such as 