Email Etiquette:

1. Email Etiquette: Keeping Your Foot Out of Your Virtual Mouth Have had the opportunity to be a guest; happy to repayHave had the opportunity to be a guest; happy to repay

2. Spare you some of the basics--keep sentences short, because you�re professional communicators. As such, you�ll want to know about spelling. Didn�t want you distracted by wondering where the hyphen was.Spare you some of the basics--keep sentences short, because you�re professional communicators. As such, you�ll want to know about spelling. Didn�t want you distracted by wondering where the hyphen was.

3. How is it spelled? Gregg, Microsoft, and AP: e-mail Wired: email Email Experience Council: email is standard Standard: http://winblogger.typepad.com/winblogger/2006/09/email_best_prac_2.html Poster: �e- anything makes you sound old-fashioned: http://www.marketingprofs.com/ea/qst_question.asp?qstID=4399Standard: http://winblogger.typepad.com/winblogger/2006/09/email_best_prac_2.html Poster: �e- anything makes you sound old-fashioned: http://www.marketingprofs.com/ea/qst_question.asp?qstID=4399

4. Email etiquette is evolving too E-mail has quickly become a communication standard and the Internet�s most popular application. Both the number of e-mail users and the usage rates are continuing to grow exponentially. Mischelle Davis, V.P. of marketing communications at NewWorldIQ Kathy Towner, �5 Key Elements of an E-mail�http://www.wincommunications.com/BusinessBuilderJuly06.html Kathy Towner, �5 Key Elements of an E-mail�http://www.wincommunications.com/BusinessBuilderJuly06.html

5. Where are we now? Right now online writing is pretty muchin its Wild West stage, a free- for-all with everybody shooting from the hip and nosheriff in sight. O�Conner & Kellerman (2002) You Send Me: Getting It Right When You Write Online (Harcourt)You Send Me: Getting It Right When You Write Online (Harcourt)

6. If you were sheriff� What would be your rules?

7. What makes email different? The above cartoon by Peter Steiner has been reproduced from page 61 of July 5, 1993 issue of The New Yorker, (Vol.69 (LXIX) no. 20) under license 21513e from The Cartoon Bank ( Format: PowerPoint; Use: Professional Conference/Seminar; Topic: Email Etiquette)The above cartoon by Peter Steiner has been reproduced from page 61 of July 5, 1993 issue of The New Yorker, (Vol.69 (LXIX) no. 20) under license 21513e from The Cartoon Bank ( Format: PowerPoint; Use: Professional Conference/Seminar; Topic: Email Etiquette)

8. Difference: No nonverbal cues

9. Nonverbal cues �No one is quite sure how much of our communication is nonverbal. The statistics of anthropologist Ray Birdwhistell suggest it's around 65 percent, but other scientists put it as high as 93 percent.� Louise Dobson, �Avoiding Email Catastrophes,� http://www.psychologytoday.com/articles/pto-20060405-000001.html�No one is quite sure how much of our communication is nonverbal. The statistics of anthropologist Ray Birdwhistell suggest it's around 65 percent, but other scientists put it as high as 93 percent.� Louise Dobson, �Avoiding Email Catastrophes,� http://www.psychologytoday.com/articles/pto-20060405-000001.html

10. Difference: Tone

11. Difference: Tone http://www.cnn.com/2004/BUSINESS/09/15/email.sins/index.html http://www.cnn.com/2004/BUSINESS/09/15/email.sins/index.html

12. Criticisms are harsher http://www.psychologytoday.com/articles/pto-20060405-000001.html http://www.psychologytoday.com/articles/pto-20060405-000001.html

13. Tone: Example One

14. Tone: Example Two

15. Tips: Tone Reading aloud idea from Louise Dobson, �Avoiding Email Catasrophes,� http://www.psychologytoday.com/articles/pto-20060405-000001.html Reading aloud idea from Louise Dobson, �Avoiding Email Catasrophes,� http://www.psychologytoday.com/articles/pto-20060405-000001.html

16. For want of a smiley�? Samantha Miller, E-Mail Etiquette (Warner, 2001) �Would a smiley face have saved Gates from Glaser�s damaging testimony? We�ll never know.� Glaser, a former MS employee, was CEO of RealNetworks. Samantha Miller, E-Mail Etiquette (Warner, 2001) �Would a smiley face have saved Gates from Glaser�s damaging testimony? We�ll never know.� Glaser, a former MS employee, was CEO of RealNetworks.

17. Difference: Humor

18. Humor: Riskier Survey of 1,000 workers was done by the Department of Trade and Industries (DTI). �Other findings from the poll indicate that men are less adept at surviving in the 'communications jungle' than women, with 28 percent of men admitting their jokes have backfired (compared to 19 per cent of women), and 26 per cent misjudging their timing compared to just 13 per cent of their female counterparts.� From http://www.vnunet.com/vnunet/news/2125708/email-jokes-backfire-uk-workers Survey of 1,000 workers was done by the Department of Trade and Industries (DTI). �Other findings from the poll indicate that men are less adept at surviving in the 'communications jungle' than women, with 28 percent of men admitting their jokes have backfired (compared to 19 per cent of women), and 26 per cent misjudging their timing compared to just 13 per cent of their female counterparts.� From http://www.vnunet.com/vnunet/news/2125708/email-jokes-backfire-uk-workers

19. Humor: Often misinterpreted Louise Dobson, �Avoiding Email Catasrophes,� http://www.psychologytoday.com/articles/pto-20060405-000001.html Louise Dobson, �Avoiding Email Catasrophes,� http://www.psychologytoday.com/articles/pto-20060405-000001.html

20. Humor: Often misinterpreted Louise Dobson, �Avoiding Email Catasrophes,� http://www.psychologytoday.com/articles/pto-20060405-000001.html Louise Dobson, �Avoiding Email Catasrophes,� http://www.psychologytoday.com/articles/pto-20060405-000001.html

21. Tips: Humor Chevron, for example, was forced to pay $2.2 million to settle a harassment case based in part on emails with such titles as �Why beer is better than women.� If in doubt, don�t send it. � Halcrow and Rosner http://www.workpositive.com/pdf/Email.pdfChevron, for example, was forced to pay $2.2 million to settle a harassment case based in part on emails with such titles as �Why beer is better than women.� If in doubt, don�t send it. � Halcrow and Rosner http://www.workpositive.com/pdf/Email.pdf

22. Humor: Tips in action Welcome Message http://www.hoflin.com/Lists/WelcomeMessageWelcome Message http://www.hoflin.com/Lists/WelcomeMessage

23. Difference: Levels of formality Most people view email as more formal than a phone call less formal than a letter Abrams, R. (2006, July 3). Avoid these gaffes to land the client who works best. Des Moines Register: 4D. Abrams, R. (2006, July 3). Avoid these gaffes to land the client who works best. Des Moines Register: 4D.

24. Meeting request: Informal From: Bob Anderson <anderson@rand-unix> Date: 21 Dec 84 11:40:12 PST (Fri) To: randvax!anderson, randvax!gillogly, randvax!norm Subject: meeting ... we need to setup a meeting bet. jim you and i -- can you arange? i'm free next wed. thks. Shapiro and Anderson (1985), Towards an Ethics and Etiquette for Electronic Mail, R-3283-NSF/RC Shapiro and Anderson (1985), Towards an Ethics and Etiquette for Electronic Mail, R-3283-NSF/RC

25. Meeting agenda: Formal Subject: MEETING ON FY86 PLANNING, 2PM 12/28/84, CONFERENCE ROOM 1 There will be a meeting of the FY86 planning task force in Conference Room 1 on December 28, 1984 at 2pm. The Agenda for the meeting is: --------------------------------------- Topic Presenter Time --------------------------------------- Strategic Business Plan John Fowles 30 min. Budget Forecast for FY86 Sue Martin 15 " New Product Announcements Peter Wilson 20 " Action Items for 1st Qtr FY86 Jane Adamson 25 " ----------------------------------------------------------- Shapiro and Anderson (1985), Towards an Ethics and Etiquette for Electronic Mail, R-3283-NSF/RC Shapiro and Anderson (1985), Towards an Ethics and Etiquette for Electronic Mail, R-3283-NSF/RC

26. Tip: Spelling still counts This is an actual email. Purposal I can beat almost anyones price and almost promise you success and if I don�t reach it, we wont charge you after the time we say we can achieve it until we do. Abrams, R. (2006, July 3). Avoid these gaffes to land the client who works best. Des Moines Register: 4D. Abrams, R. (2006, July 3). Avoid these gaffes to land the client who works best. Des Moines Register: 4D.

27. Tip: Spelling still counts Sloppiness is one of �seven deadly e-mail sins� Bad grammar, misspelling and disconnected arguments gave 81 percent of the survey sample "negative feelings" towards the senders. 41 percent of senior managers said badly worded e-mails implied laziness and even disrespect. CNN.com http://www.cnn.com/2004/BUSINESS/09/15/email.sins/index.html http://www.cnn.com/2004/BUSINESS/09/15/email.sins/index.html

28. Tip: Level of Formality When in doubt, err on the side of formality. You Send Me: Getting It Right When You Write Online (Harcourt)You Send Me: Getting It Right When You Write Online (Harcourt)

29. Tip: Level of Formality When in doubt, err on the side of formality. Usually the problem is that we treat[e-mail] too much like a phone calland not enough like a letter. O�Conner and Kellerman (2002) You Send Me: Getting It Right When You Write Online (Harcourt)You Send Me: Getting It Right When You Write Online (Harcourt)

30. Tip: Level of Formality When in doubt, err on the side of formality. 16% [of email users under 25] sign every message with love and kisses, even when addressing their boss MSN survey http://www.youthxchange.net/main/ff4b280_e-etiquette-v.asp # 10% of the women surveyed had dumped a boyfriend via email,http://www.youthxchange.net/main/ff4b280_e-etiquette-v.asp # 10% of the women surveyed had dumped a boyfriend via email,

31. Tip: Level of Formality Be conversational. An overly formal e-mail messagealienates the reader. Don�t adopt acold, remote, or superior tone in an attempt to sound professional.  Angell and Heslop (2002) Angell and Heslop. The Elements of E-Mail Style (Addison-Wesley, 1994)Angell and Heslop. The Elements of E-Mail Style (Addison-Wesley, 1994)

32. Difference: Level of Formality Questions to which answers are evolving: Do I need a subject line? Should I email a thank-you noteafter a job interview? Should I communicate bad newsvia email? 65 percent of Monster employers expect a thank-you note of some kind (36 percent indicated that they actually prefer thank you notes sent by email, surpassing the 29 percent who would rather receive the traditional letter variety). Workplace Technology Brings Changes to Job Seeker Etiquette, Polls Find; Monster Poll Finds Employers Prefer Email Thank-You Notes to Traditional Letters. Business Wire September t, 2002 (retrieved through HighBeam)65 percent of Monster employers expect a thank-you note of some kind (36 percent indicated that they actually prefer thank you notes sent by email, surpassing the 29 percent who would rather receive the traditional letter variety). Workplace Technology Brings Changes to Job Seeker Etiquette, Polls Find; Monster Poll Finds Employers Prefer Email Thank-You Notes to Traditional Letters. Business Wire September t, 2002 (retrieved through HighBeam)

33. Difference: Electronic Hit Send and it�s gone Hit Reply All and your career may be gone Deleted emails live on Messages can be forwardedwithout your knowledge or consent

34. Tip: What not to do One of the officers convicted of beating Rodney King sent this email: Oops. I haven�t beaten anyone so bad in a long time. A transcript of the message was used at his trial. Miller, E-Mail Etiquette Miller, E-Mail Etiquette

35. Tip: Electronic Colonel David Russell�s rule: Never say anything in an electronic message that you wouldn't want appearing, and attributed to you, in tomorrow morning�s front-page headline in the New York Times. --when Head of the Information Processing Techniques Office of the Defense Advanced Research Projects Agency -- Shapiro and Anderson. 1985. Towards an Ethics and Etiquette of Email. Available online email.eth Published byThe Rand Corporation, 1700 Main Street, P.O. Box 2138 Santa Monica, CA 90406-2138 --when Head of the Information Processing Techniques Office of the Defense Advanced Research Projects Agency -- Shapiro and Anderson. 1985. Towards an Ethics and Etiquette of Email. Available online email.eth Published byThe Rand Corporation, 1700 Main Street, P.O. Box 2138 Santa Monica, CA 90406-2138

36. Tip: Email is never private Pillsbury assured employees that emails were private. Michael Smyth was fired after sending an email calling his bosses �backstabbing bastards.� A court held that he had no reasonable expectation of privacy. Tunstall, Joan. Better, Faster Email: Getting the most out of email. Allen Unwin: 1999. Case: Michael A Smyth v The Pillsbury Company Tunstall, Joan. Better, Faster Email: Getting the most out of email. Allen Unwin: 1999. Case: Michael A Smyth v The Pillsbury Company

37. Tip: Keep confidences To cope with many questions about vacation policy, an HR minion emailed a copy to all employees. Attached was salary information. Within weeks, 20% of the workforce was gone�including the hapless minion. The Boss�s Survival Guide, McGraw-Hill, July, 2001. As cited in Halcrow and Rosner, http://www.workpositive.com/pdf/Email.pdf The Boss�s Survival Guide, McGraw-Hill, July, 2001. As cited in Halcrow and Rosner, http://www.workpositive.com/pdf/Email.pdf

38. Tip: Electronic ? Instant Many expect a phone call to alert themto an email labeled Urgent. Allow a reasonable time (two days � week)for a response. Respond before senders have to follow upor business is delayed. Daily Mail survey: Seventy-nine percent of survey repondents said they resented having to chase up e-mail responses. A quarter said they did so for more than half the e-mails they send. Nearly two-thirds felt business decisions were delayed due to a lack of e-mail response. http://www.cnn.com/2004/BUSINESS/09/15/email.sins/index.html Daily Mail survey: Seventy-nine percent of survey repondents said they resented having to chase up e-mail responses. A quarter said they did so for more than half the e-mails they send. Nearly two-thirds felt business decisions were delayed due to a lack of e-mail response. http://www.cnn.com/2004/BUSINESS/09/15/email.sins/index.html

39. When would you use email? To send confidential salary information To address a personal hygiene issue To get an immediate reply To settle a conflict between two team members To request a manual for the new phone system To recap a conversation about a pending order To set up a meeting next month To keep people updated on a project�s status Flynn, Nancy & Tom Flynn. Writing Effective E-Mail: Improving Electronic Communications. Crisp: 1998 Brounstein, Marty. Communicating Effectively for Dummies. Hungry Minds: 2001 Flynn, Nancy & Tom Flynn. Writing Effective E-Mail: Improving Electronic Communications. Crisp: 1998 Brounstein, Marty. Communicating Effectively for Dummies. Hungry Minds: 2001

40. When would you use email? To send confidential salary information To address a personal hygiene issue To get an immediate reply To settle a conflict between two team members To request a manual for the new phone system To recap a conversation about a pending order To set up a meeting next month To keep people updated on a project�s status

41. Difference: Where�s audience? People who wouldn't dream of burping at the end of dinner post offensive messages to international forums. Middle managers inadvertently send romantic email messages to the company-wide email alias. People at computer terminals forget that there are real live people on the other end of the wire. Virginia Shea, Netiquette (1994) http://www.albion.com/catNetiquette.htmlhttp://www.albion.com/catNetiquette.html

42. Three manners mavens: Shea Virginia Shea is �Miss Mannersof the �Net� Pioneered netiquettein 1994 Book available online athttp://www.albion.com/catNetiquette.html http://www.marketingprofs.com/ea/qst_question.asp?qstID=4399 Biggest contribution--emphasis on audience; �Core Rules� and advice on controlling tone still solidhttp://www.marketingprofs.com/ea/qst_question.asp?qstID=4399 Biggest contribution--emphasis on audience; �Core Rules� and advice on controlling tone still solid

43. Three manners mavens: Shea Typing in all capitals in electronic communications means Nothing special--typing in all caps is normal. You are shouting. It�s OK to forward this message to others. This message is very important. http://www.albion.com/netiquette/netiquiz Few score over 70% on the first try.http://www.albion.com/netiquette/netiquiz Few score over 70% on the first try.

44. Three manners mavens: Shea Typing in all capitals in electronic communications means You are shouting. Typing in all capitals in online communications is the equivalent of SHOUTING! Only type in all capsif you really mean to shout. http://www.albion.com/netiquette/netiquiz Few score over 70% on the first try.http://www.albion.com/netiquette/netiquiz Few score over 70% on the first try.

45. Three mavens: Booher CommunicationsconsultantDianna Booher is �Miss Mannersof memos� Good tips for writers Blog available online athttp://www.amazon.com/ http://www.amazon.com/gp/blog/id/A2PMHGM3991PCD Practical tips: e.g.; how do you wind down an email exchange? "I sent it out last Tuesday." /"Good. I'm hoping they make a decision before I leave for vacation next week.� /"Yes, me too.�/"Please copy me on any further correspondence with their proposal team." /"Will do. Sure thing.�/"Thank you.�/"Welcome."Progressively shorter replies 1. If the message is positive, assume all is well. If the message context is negative, spend the extra few seconds to reply and spare an offense. 2. Reduce the length of your response. A single word or phrase response implies "So long, I'm signing off now." 3. Repeat the action�yours or theirs. You're implying that either of you should "jump right on it" and have no further time to email. http://www.amazon.com/gp/blog/id/A2PMHGM3991PCD Practical tips: e.g.; how do you wind down an email exchange? "I sent it out last Tuesday." /"Good. I'm hoping they make a decision before I leave for vacation next week.� /"Yes, me too.�/"Please copy me on any further correspondence with their proposal team." /"Will do. Sure thing.�/"Thank you.�/"Welcome."Progressively shorter replies 1. If the message is positive, assume all is well. If the message context is negative, spend the extra few seconds to reply and spare an offense. 2. Reduce the length of your response. A single word or phrase response implies "So long, I'm signing off now." 3. Repeat the action�yours or theirs. You're implying that either of you should "jump right on it" and have no further time to email.

46. Three mavens: Kallos Judith Kallos is �Miss eManners� Best source for specific adviceon business emailetiquette Site:NetManners.com In 1995, after ditching the corporate world where I had been an engineer for one of the top Japanese Electronic companies, I started my own innovative Technology Fusion, Marketing & Coaching Firm, The IStudio�. Publications include Everything you ever wanted to know about business e-mail etiquette-Don�t let your e-mail habits be a deal-breakers and free tutorial Netiquette 101. In 1995, after ditching the corporate world where I had been an engineer for one of the top Japanese Electronic companies, I started my own innovative Technology Fusion, Marketing & Coaching Firm, The IStudio�. Publications include Everything you ever wanted to know about business e-mail etiquette-Don�t let your e-mail habits be a deal-breakers and free tutorial Netiquette 101.

47. Style mavens: O�Conner Email�s �very structure � encourages curtness.� The blank subject line staring you in the face is a signal to state your business and get on with it�. The To and From fields seem to make salutations and signatures redundant or unnecessary. What we have here is the ideal breeding ground for rudeness.

48. Anatomy of email: To

49. Anatomy of email: To

50. Tip: Use BCC wisely

51. Tip: Leave address blank

52. Anatomy of email: From

53. Anatomy of email: From http://www.wincommunications.com/BusinessBuilderOctober05.htmlhttp://www.wincommunications.com/BusinessBuilderOctober05.html

54. Anatomy of email: From Towner recommends including your company and/or brand in your from line, your email address, and your subject line, if possible http://www.wincommunications.com/BusinessBuilderOctober05.htmlTowner recommends including your company and/or brand in your from line, your email address, and your subject line, if possible http://www.wincommunications.com/BusinessBuilderOctober05.html

55. Anatomy of an email: Subject D. Dumain. Write to the Top: Writing for Corporate Success (rev. ed.) New York: Random House, 2004. D. Dumain. Write to the Top: Writing for Corporate Success (rev. ed.) New York: Random House, 2004.

56. Anatomy of email: Subject

57. Anatomy of email: Subject

58. Anatomy of email: Subject http://www.tamingemail.com/subjects_are_everything.htmlhttp://www.tamingemail.com/subjects_are_everything.html

59. Tips: Subject Angell and Heslop. The Elements of E-Mail Style (Addison-Wesley, 1994) http://www.tamingemail.com/subjects_are_everything.htm e.g. of threads--LIC# 234 ADB car lights on-- People replied with everything from requests to meet for lunch to questions about upcoming seminarlAngell and Heslop. The Elements of E-Mail Style (Addison-Wesley, 1994) http://www.tamingemail.com/subjects_are_everything.htm e.g. of threads--LIC# 234 ADB car lights on-- People replied with everything from requests to meet for lunch to questions about upcoming seminarl

60. More Tips: Subject Halcrow and Bosner (2001) http://www.workpositive.com/pdf/Email.pdfHalcrow and Bosner (2001) http://www.workpositive.com/pdf/Email.pdf

61. Anatomy of an email: Body Before you type anything into a new message, have explicit answers for two questions: 1. Why am I writing this? 2. What exactly do I want the result of this message to be? 43 Folders (2005) (2005) http://www.43folders.com/2005/09/19/writing-sensible-email-messages/ (2005) http://www.43folders.com/2005/09/19/writing-sensible-email-messages/

62. Anatomy of an email: Body Before you hit Send, review and delete Negative comments about management Criticisms of staff or performance issues Bonuses or salary issues Product or liability issues Gossip Humor or other ambiguities Booher Dianna Booher�s http://www.onlineac.com/main/articles/download.aspx?sfilename=Never_put_email.pdf Comments--forwarded Criticism--harsh Bonuses--if they don�t come through, employee can use to claim they were deserved Product or liability issues--see you in court Gossip--you�re clearly identifiable as the source Humor--often misinterpretedDianna Booher�s http://www.onlineac.com/main/articles/download.aspx?sfilename=Never_put_email.pdf Comments--forwarded Criticism--harsh Bonuses--if they don�t come through, employee can use to claim they were deserved Product or liability issues--see you in court Gossip--you�re clearly identifiable as the source Humor--often misinterpreted

63. Anatomy of email: Body Angell and Heslop. The Elements of E-Mail Style (Addison-Wesley, 1994) http://www.tamingemail.com/subjects_are_everything.htmlAngell and Heslop. The Elements of E-Mail Style (Addison-Wesley, 1994) http://www.tamingemail.com/subjects_are_everything.html

64. Anatomy of email: Body D. Dumain. Write to the Top: Writing for Corporate Success (rev. ed.) New York: Random House, 2004.D. Dumain. Write to the Top: Writing for Corporate Success (rev. ed.) New York: Random House, 2004.

65. Tip: Balance formal/informal Five Tips for E-mail Excellence http://www.patronsaintpr.com/samples/Booher/21C.htm Five Tips for E-mail Excellence http://www.patronsaintpr.com/samples/Booher/21C.htm

66. Tip: Avoid brusqueness Five Tips for E-mail Excellence http://www.patronsaintpr.com/samples/Booher/21C.htm Five Tips for E-mail Excellence http://www.patronsaintpr.com/samples/Booher/21C.htm

67. Tip: Write business casual Five Tips for E-mail Excellence http://www.patronsaintpr.com/samples/Booher/21C.htm As cited by Kathy Towner in �A Review of Email Etiquette,: Judith Kallos of NetM@anners.com says, �Never assume a position of informality in your business e-mail�. For commercial business reasons, one should commuicate as if e-mail is on their company letterhead at all times. This is your business�s image you are branding.� Five Tips for E-mail Excellence http://www.patronsaintpr.com/samples/Booher/21C.htm As cited by Kathy Towner in �A Review of Email Etiquette,: Judith Kallos of NetM@anners.com says, �Never assume a position of informality in your business e-mail�. For commercial business reasons, one should commuicate as if e-mail is on their company letterhead at all times. This is your business�s image you are branding.�

68. Question: Do I need a greeting? Five Tips for E-mail Excellence http://www.patronsaintpr.com/samples/Booher/21C.htm Five Tips for E-mail Excellence http://www.patronsaintpr.com/samples/Booher/21C.htm

69. Question: Which greeting? Cunningham and Greene, The Business Style Handbook (McGraw-Hill, 2002).Cunningham and Greene, The Business Style Handbook (McGraw-Hill, 2002).

70. Question: Which closing? Cunningham and Greene, The Business Style Handbook (McGraw-Hill, 2002).Cunningham and Greene, The Business Style Handbook (McGraw-Hill, 2002).

71. Question: Email thank-you? 65 percent of Monster employers expect a thank-you note of some kind (36 percent indicated that they actually prefer thank you notes sent by email, surpassing the 29 percent who would rather receive the traditional letter variety). Workplace Technology Brings Changes to Job Seeker Etiquette, Polls Find; Monster Poll Finds Employers Prefer Email Thank-You Notes to Traditional Letters. Business Wire September t, 2002 (retrieved through HighBeam) 65 percent of Monster employers expect a thank-you note of some kind (36 percent indicated that they actually prefer thank you notes sent by email, surpassing the 29 percent who would rather receive the traditional letter variety). Workplace Technology Brings Changes to Job Seeker Etiquette, Polls Find; Monster Poll Finds Employers Prefer Email Thank-You Notes to Traditional Letters. Business Wire September t, 2002 (retrieved through HighBeam)

72. Why netiquette? The electronic equivalent of a set of fussy rules that tell you � which fork to use with the salad course? Netiquette does not consist of a set of rigid rules. It encourages you to adopt a certain attitude of thoughtfulness. Gregg Reference Manual, 10th ed.

73. Suggested resources Available at http://word-crafter.net/email.html Articles Best practices for email marketing Grammar help Test your netiquette