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     KEYZINE: An e-zine for LEADERS:
   ABOUT THE PEOPLE PART OF BUSINESS
             Volume 99, June 2009
  Publisher: © Key Associates, 2009
              ISSN # 1545-8873
           http://www.mkkey.com/

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This Issue: On "E-mail Etiquette"

Contents:

"Manners apply even at the monitor.”
           -- LifeScript.com

"Never do or say anything that you would not want to see 
printed on the front page of the newspaper.”
           -- My Mother

"Speak with people--not at them...or about them.”
           -- Walk the Talk "Basic Training" on RESPECT

"Leadership is an action, not a position.”
           -- Donald H. McGannon

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WHAT'S HOT IN LEADERSHIP
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POLISHING THE SKILLS OF ELECTRONIC 
COMMUNICATION.

BUSINESS WRITING SKILLS--TIGHT AND 
RIGHT.

TEACHING TECHNO-ETIQUETTE TO YOUR 
STAFF.

RESPECTING THE ELECTRONIC SPACE 
OF OTHERS.

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MAINTAINING YOURSELF AS A LEADER
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What leader is not inundated with emails and sent 
riffling through overstuffed In Boxes?  Many of us  
would complain that there is a considerable overuse 
of technology with very little techno-etiquette. 

Manners matter.  The grace, charm, and respect 
that enhance any communication apply to electronic 
methods.

However, the techno solutions are no  substitute for 
human interaction. Social processes--having a 
conversation, socializing, hanging out, MBWA 
(management by wandering around), having a meeting
--are for relationship building and are more powerful 
as two-way communication tools.  Don't neglect them 
to hide behind a screen (monitor).
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FREQUENTLY ASKED QUESTIONS
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"What are the rules for writing and sending emails?"

- Keep it short and simple, including short paragraphs
- Use a greeting, such as “Dear Colleagues,” or “Good Morning,”
- Sign off with courtesy, like “Sincerely, " or "Best Regards,”
- Use all caps sparingly (the equivalent of shouting), unless you need italics
- Respect the electronic space of others--don't clutter their In Box
- Do not overuse the Reply to All or cc:
- Invitations and thank you notes are probably better sent some other personal way
- Limit each message to one subject area
- Use the Subject line in a meaningful way--especially if the reader doesn't know you
- Don't send out anything that you would consider Confidential (everything is discoverable)
- Use your signature feature, with contact information
- Keep the tone professional
- In large mailings, protect the email identity of others by using the bcc: feature or mail merge
- Proofread and spell-check, as with any document

 

"What about receipt of emails ?"

- Respond within 24 hours
- Do not forward an email unless you think the sender would approve
- Do not forward chain mail
- Do not embroil others in volleying arguments or CYA memos

 

"What about company policies?"

More and more companies are monitoring email use, 
and confining it to job-related or company business only.  
There is no privacy protection or entitlement, once the email 
is sent--everything is discoverable.  Some of the more 
embarrassing moments are job-hunting or running down 
other employees, management or the company.

 

"What if I send out a blooper or a regretted message?"

In hurried or overly emotional states, we sometimes send 
out mistaken missives.  If it is to a small audience, immediately 
call and apologize.  If it is to a large audience, immediately 
send a new email message, with a blanket apology.

 

EXERCISES AND ACTION ITEMS:

*  Establish company policy and teach protocol 
in electronic communication.

*  Think about your email communication--before, 
during, and after it is written and sent.
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EDUCATIONAL OPPORTUNITIES
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The most comprehensive site on e-mail etiquette
http://www.netmanners.com/

Email etiquette seminar
http://www.infoexcellence.com/gceetiquette.html?gclid=CPf7zount5sCFQFqxwod4waeAA 

Certification in e-mail etiquette
http://www.training-classes.com/learn/_k/e/m/a/email_ettiquette/_t/ilt/

Key Associates offers courses, with modules 
in leadership development.  Several address 
ethics, business communication, and corporate etiquette.
1-888-655-3901 or keyassocs@mindspring.com. 

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OTHER USEFUL WEBSITES 
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 Tips on how to create effective e-mail messages: 
includes e-mail etiquette rules, sample e-mail policies 
and lists of e-mail management software
http://www.emailreplies.com/

A good example of e-mail protocol from Yale Library
http://www.library.yale.edu/training/netiquette/index.html

Learn the net: e-mail etiquette
http://www.learnthenet.com/english/html/65mailet.htm

Former Keyzines on related topics:
Volume 54, September 2005 - Minding Manners
Volume 59, 2006, February 2006 - Time Management
 Volume 68, November 2006 - On Reflective Writing
Volume 74, May 2007 - Simplify
Volume 79, October 2007 - Employee Engagement
Volume 86, May 2008 - Civility
Volume 88, July 2008 - Customer Etiquette

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ARTICLES/PUBLICATIONS                              
************************************** 
 Baldrige, Letitia.  Letitia Baldrige's New Complete 
Guide to Executive Manners, 1993.

Casperson, Dana May.  Power Etiquette: What 
You Don't Know Can Kill Your Career, 1999.

Fox, Sue.  Business Etiquette for Dummies, 2001.

Judith Kallos, Because Netiquette Matters: Your 
Comprehensive Reference Guide to E-mail Etiquette 
and Proper Technology Use, Xlibris Corporation, 2004.

Judith Kallos, Email Etiquette Made Easy,  e-book, 
NetManners.com, 2007-2009. 

Judith Kallos, Business Email Etiquette, e-book,
NetManners.com, 2009.

Nolan, Chris, Mastering Business Etiquette & 
Protocol, 1999.

Pachter, Barbara & Susan Magee.  When the Little 
Things Count...and They Always Count: 601 Essential 
Things That Everyone in Business Needs to Know, 2001.

Post, Peggy & Peter Post. Emily Post's The Etiquette 
Advantage in Business: Personal Skills for Professional 
Success, Second Edition, 2005.

Stewart, Marjabelle Young & Marian Faux.  
Executive Etiquette in the New Workplace, 1994.

Thomasett, Michael C.  The Little Black Book 
of Business Etiquette, 1991.

Yager, Jan.  Business Protocol: How to Survive 
& Succeed in Business, 2001.

Wyse, Lois.  Company Manners: How to Behave 
in the Workplace in the 90's, Three Rivers Press, 1992.