Upwork Email Etiquette Certification Test Questions
Question: 01
On a social networking site, which of the following is important to consider — in a personal way - when uploading photographs?
a. How many images you can upload as fast as possible.
b. Consider the feelings and reputation of the person whose image you are uploading, especially if the image is compromising in some way.
c. Whether it is clear that you are the one uploading the images or not.
d. None of the above
Question: 02
What is a very useful last thing to do before sending out any e-mail?
a. Read the e-mail through for spelling and grammatical errors, to simplify the message if possible, and to check the recipient's e-mail address.
b. Nothing, the quicker you send it, the quicker they will receive it.
c. Copy the e-mail at least twice into a word document, as a double precaution.
d. Check the time, so you can remember when you sent it, in case they call.
e. All of the above
Question: 03
What does the phrase 'lurk before you leap' commonly mean on internet sites?
a. That you should set up a virtual online presence and scare people when they log-in.
b. That you should familiarize yourself with a website's contents — its purpose, its FAQ, its community — before making a contribution.
c. a and b
d. That you should contribute quickly before anyone discovers that you are an unwelcome presence, or only tenously connected to the site and its online community.
Question: 04
Which of the following are good tips for creating an impressive webpage?
a. Make the content informative and entertaining, but easy to read
b. Imitate other appealing sites in terms of their visual and textual content, but do not plagiarize.
c. Test all the links to make sure they work and connect to their intended new page.
d. Edit, edit, edit to ensure there are no mistakes in the content, as factual, grammar, typographical and spelling errors look unprofessional.
e. All of the above
Question: 05
Why is it important to be careful with formatting when sending an e-mail message?
a. It's not - you can format in any style you like, as the recipient will find a way to understand the message.
b. Because the recipient may not be able to read certain fonts or formats on his or her computer.
c. It is polite, and looks neater, especially if you use pretty colors.
d. Sometimes computers have been known to blow up when used with the wrong fonts.
e. None of the above
Question: 06
Which of the following is the best technique for sending a large e-mail attachment?
a. Just attach it and send it.
b. Email the other party directly first and make sure their connection can handle a large download.
c. Try and break it up into several smaller downloads, or 'zip' the file if possible.
d. Send part of it, and wait to see if they request the remaining part.
e. b and c
Question: 07
Which of the following could be considered as not being 'virtual events,' so you may wish to respond using a more direct reply or regular mail?
a. Weddings, funerals, engagements, birthdays.
b. After hours get-togethers.
c. Casual meetings related to school or work.
d. A local prize draw.
e. A coffee morning at a nearby school.
Question: 08
What does it mean when you type an e-mail in all capitals?
a. The e-mail is important
b. The e-mail is an emergency
c. The e-mail is classified information
d. The effect is that you are shouting
e. b and c
Question: 09
Which of the following is not a good practice for reacting to virus hoaxes and chain letters?
a. Forwarding them to your friends, as often advised by the e-mail hoax itself.
b. Discarding or deleting them immediately.
c. Considering them, and allowing them to send to your entire contacts list, for other people to decide about their authenticity.
d. Printing them out and sending hard copies to a local internet watchdog or awareness group.
Question: 10
If you are chatting with someone via the instant messenger and text 'BRB', what have you said?
a. Been Ready Buddy
b. Been Really Busy
c. Being Really Busy
d. Be Right Back
Question:11
What is the purpose of icon-emotions or so-called 'emoticons' in email communication?
a. They contain important information such as credit card number.
b. They indicate that the email is urgent.
c. They are meant for fun and entertainment value.
d. They act as a signature which is added at the end of each sent mail.
Question:12
Why is it always good to use proper grammar and correct spelling in internet postings like message boards?
a. People who are non-native English speakers will understand your writing easily.
b. Good grammar and spelling keep ambiguity to a minimum, thereby communicating the message more clearly.
c. You do not want to be embarrassed.
d. It is good manners, and you can be proud of yourself.
e. You are always morally judged by how many typos you make.
Question:13
What does it mean to 'respect somebody else's bandwidth'?
a. To measure the width of the desktop PC in comparison to a laptop of the same brand.
b. To open doors for them to fit through, a reference specifically to the real rather than the virtual world.
c. To be conscious of how much storage space you are controlling in any given communication, since everyone only has limited space.
d. To allow them two communications for every single communication of your own.
e. None of the above
Question:14
What is a business 'welcome page' and how can it be useful?
a. It's not: welcome pages are always distracting and take too long to load.
b. It can give an impression of professionalism, as well as introduce the company brand, logo and overall interests.
c. It's the same as the home page.
d. It's the same as the goodbye page.
e. None of the above
Question:15
Which of the following are important differences between face-to-face meetings and online information?
a. You are virtually invisible online, so you can get away with a lot more.
b. Your face cannot be seen, so it is harder to convey your thoughts and easier to be misunderstood online.
c. Written communication should always be more polished and formal than real life spoken communication.
d. While cursing is okay in real life, it is strictly prohibited online.
AFAIK - As far as I know
AFK - Away from keyboard
AKA - Also known as
ASAP - As soon as possible
B4 - Before
BAK - Back at keyboard
BBL - Be Back Later
BBS - Be Back Soon
BCNU - Be seeing you
BFN - Bye for now
BRB - Be Right Back
BTDT - Been There Done That
BTSOOM - Beats The Stuffing Outta Me
BTW - By the Way
BYOH - Bat you onna head
CFV - Call for votes
CU - See you
CUL - See you Later
CUL8R - See you later
DYJHIW - Don't you just hate it when
EG - Evil grin
F2F - Face to face
FAQ - Frequently Asked Question
FFS - For Foobars Sake
FUBR - Foobared up beyond recognition
FOAD - Foobar off and Die
FWIW - For what it's worth
FYA - For your amusement
FYI - For your information
G - Grin
GA - Go ahead
H - Hug
HB - Hug back
HIT - Hang in there
HH - Holding hands
HHOJ/K - Ha Ha, Only Joking/Kidding
HIWTH - Hate it when that happens
IAE - In any event
IANAL - I am not a lawyer
IBN - I'm Buck Naked!
IDK - I don't know
IMHO - In My Humble Opinion
IMO - In my opinion
IOW - In other words
IRL - In Real Life
IYKWIM - If you know what I mean
JAM - Just a Minute
JK - Just kidding
K - Kiss
KB - Kiss back
KOTC - Kiss on the cheek
L8R - Later
L - Laugh
LMAO - Laughing my a** off
LOL - Laughs Out Loud
MORF - Male or female
MUD - Multi User Dungeon
NIFOC - Naked in Front of Computer
NFW - No foobaring way
NRN - No reply necessary
O&O - Over and out
OBTW - Oh, by the way
OIC - Oh, I see
OTOH - On the other hand
OTT - Over the Top
PD - Public domain
PMJI - Pardon me, Jumping in (when you interrupt a conversation)
PMFJI - Pardon me for jumping in
PITA - Pain in the aftdeck
POTC - Peck on the cheek
REHI - Hello again
RFD - Request for discussion
ROTFL - Rolling on the Floor Laughing (also ROFL)
ROTFLMAO - Roll on the floor laughing my a** off
RSN - Real soon now
RTFM - Read The Foobaring Manual
RUOK - Are you OK?
S - Smile
SB - Smiles back
SITD - Still in the dark
SNAFU - Situation normal, all foobared up
SO - Significant other
SOL - Sh*t outta luck (not us)
STFU - Shut the Foobar Up
SW - Shareware
SYL - See you later
TANSTAAFL - There ain't no such thing as a free lunch
TARFU - Things are really foobared up
TGIF - Thank God it's Friday
TIA - Thanks in advance
TIC - Tongue in cheek
THNX - Thanks
TTFN - Ta Ta for Now
TTYL - Talk to You Later
W - Wink
WG - Wicked grin
WRT - With regard to (also with respect to)
WTF - What the Foobar?
WTH - What the hell
WTHDTM - What the heck does that mean
YKYBOTLW - You know you've been on-line too long when...
Understand the difference between “To” and “CC.”
As a rule of thumb, the more people you send an email to, the less likely any single person will respond to it, much less perform any action that you requested. The people you include in the “To” field should be the people you expect to read and respond to the message. The “CC” field should be used sparingly. You should only CC people who have a need to stay in the know. The “BCC” field should be used even more sparingly. People you include in the “BCC” field will not visible to others.
Keep messages brief and to the point. Make your most important point first, then provide detail if necessary. Make it clear at the beginning of the message why you are writing. There is nothing worse for the recipient than having to wade through a long message to get to the point. Worse, if you send long messages, it is much less likely that the person will act on what you have sent or respond to it. It’s just too much work. It often gets set aside and, unfortunately, forgotten.
Don’t discuss multiple subjects in a single message:
If you need to discuss more than one subject, send multiple e-mails. This makes it easy to scan subject lines later to find the message you need. It also contributes to briefer e-mail messages and a greater likelihood of a response. Also, the more specific you can be about your subject heading, the better.
Reply in a timely manner:
I don’t think e-mail demands an instantaneous response. I have written about this elsewhere. Responding once or twice a day is sufficient, unless you are in sales, customer service, tech support, or some other field where a faster response is expected. Regardless, you must reply in a timely manner, otherwise you will incrementally damage your reputation and decrease your effectiveness.
Be mindful of your tone:
Unlike face-to-face meetings or even phone calls, those who read your e-mail messages don’t have the benefit of your pitch, tone, inflection, or other non-verbal cues. As a result, you need to be careful about your tone. Sarcasm is especially dangerous. If something gets “lost in translation,” you risk offending the other party. The more matter-of-fact you can be, the better.
Don’t use e-mail to criticize others:
E-mail is a terrific way to commend someone or praise them. It is not an appropriate medium for criticism. Chances are, you will simply offend the other person, and they will miss your point. These kinds of conversations are usually better handled face-to-face or, if necessary, over the phone. Especially, don’t use e-mail to criticize a third party. E-mail messages live forever. They are easily forwarded. You can create a firestorm of conflict if you are not careful. Trust me, I’ve done it myself more than once.
Don’t reply in anger:
It almost never serves your purpose or long-term interests. In the heat of the moment, I have written some brilliant replies. I have said things in writing that I would never have the guts to say face-to-face. This is precisely why you should never ever fire off an e-mail in anger. They almost never serve their purpose or your long-term interests. They burn up relationships faster than just about anything you can do. If it makes you feel better, go ahead and write the message, then delete it. Usually a day or two after you didn’t send an angry e-mail, you’ll understand the wisdom of restraint.
Don’t overuse “reply to all”:
Last week I received an e-mail from someone who needed to know my shirt-size for a golf tournament. He sent the e-mail to about ten or twelve people. No problem with that. However, some of the recipients, hit the “reply all” key (out of habit, I am sure) and sent their shirt size to everyone on the list. This, of course, just adds more clutter to everyone’s already unwieldy inbox. Your default response should be to reply only to the sender. Before you reply to everyone, make sure that everyone needs to know.
Don’t forward chain letters:
These can be forgiven when they are from your mother, but they only add clutter in the workplace. Nine times out of ten, the information is bogus. It is often urban legend. If you feel you absolutely must pass it on, please make sure that it is valid information. If in doubt, check it out atSnopes.com, a Web site devoted to tracking urban legends and rumors.
Don’t “copy up” as a means of coercion:
It’s one thing to copy someone’s boss as a courtesy. I do this whenever I am making an assignment to someone who is not a direct report. (I don’t want their boss to think I am going around them, but I also don’t want to bog my communication down in bureaucratic red tape.) But it is not a good idea to do this as a subtle—or not-so subtle—form of coercion. You may be tempted to do this when you don’t get a response to an earlier request. But I would suggest that you will be better served to pick up the phone and call the person. If they are not responding to your e-mails, try a different communications strategy.
Don’t overuse the “high priority” flag:
Most e-mail programs allow you to set the priority of the message. “High priority” should be reserved for messages that are truly urgent. If you use it for every message (as one person I know does), you will simply be ignored. It’s like the boy who cried “wolf” one too many times.
Don’t write in ALL CAPS:
This is the digital equivalent of shouting. Besides ALL CAPS are harder to read (as anyone in advertising will tell you.)
Don’t send or forward emails:
Containing libelous, defamatory, offensive, racist or obscene remarks. If you do so, you can put yourself or your company at risk. You could be sued for simply passing something along, even if you aren’t the original author.
Remember that company e-mail isn’t private:
You have no legal protection. Anyone with sufficient authority or access can monitor your conversations on company-owned servers. If you need to communicate privately, then get a free account at GMail. Use it for anything personal or private.
Use a signature with your contact information:
This is a courtesy for those receiving your messages. It also cuts down on e-mail messages, since people don’t have to send a second or third e-mail asking for your phone number or mailing address.
Provide “if-then” options:
This is another tip I picked up from Tim Ferris, author of The 4-Hour Work Week. He says to provide options to avoid the back and forth of single option messages. For example, “If you have completed the assignment, then please confirm that via e-mail. If not, then please estimate when you expect to finish.” Or, “I can meet at 10:00 a.m., 11:00 a.m. or 2:00 p.m. Will one of those times work? If not, would you please reply with three times that would work for you?”
Use your spell-checker:
I take my correspondence seriously. It reflects on me. As a publishing executive, I think the bar is even higher. If I misspell words, use bad grammar or punctuation, then I think it reflects negatively on me and my company. Lapses in grammar or punctuation can be forgiven. But misspelled words are just too easy to correct. That’s why God gave us spell-checkers. Make sure yours is turned on.
Re-read your e-mail before you send it:
I try to do this with every single message. My fingers have difficulty keeping up with my brain. It is not unusual for me to drop a word or two as I am racing to transcribe a thought. Therefore, it’s a good idea to re-read your messages and make sure that you are communicating clearly and observing good e-mail etiquette.
Send emails with content:
Avoid sending messages that say only “Thank you” or “OK.” Co-workers understand that you appreciate their work, but if you still want to thank them, include more content, or say thanks in advance when you email a request.
In this day and age, almost everyone has made minor or major email blunders. With these pointers, some mistakes can be avoided. Email is a powerful form of office communication. It is a useful tool. Use it wisely.
Cc, Bcc and Reply All:
Seemingly innocuous, these buttons may appear to create efficiencies in spreading information, yet they can be hazardous as well. Ask yourself, if you would be the recipient of this email, would you want others to see it? If yes, who?
Use Reply All sparingly:
Consider who really needs to see your response, and use Reply All only if you really need your message to be seen by each person who received the original message. Never use Reply All if you have been the Bcc recipient of an email.
Only Cc The Person's For Whom That Email Has Relevance:
Bcc is useful when sending mass information to a group of confidential recipients, such as clients or patients. For regular interoffice correspondence, let the recipient know who has seen the contents of the email by using the Cc option. A Cc does not mean you should reply. A response is not required or expected when you receive a Cc of a business email. You are simply receiving a copy as an FYI or a courtesy. The person who is expected to reply is the one addressed in To:.
Touchy Subjects.
If you are looking for a way to avoid a sensitive conversation such as “Can I have a raise / bonus?” or “I really wanted the promotion you gave to a colleague,” email is not the place. Although much easier to say from the comfort of your computer, these kinds of messages are better said more directly. Arrange a time to talk verbally about any sensitive matter.
Keep It Neutral / Positive:
Since email can be forwarded to virtually anyone, write messages as if they are available for public viewing. Negative emails that fall into the wrong inbox may implicate you to the point of losing your trust, good standing or even your job. Lacking tone, negative remarks often sound much worse to the recipient than the sender intended.
Include ONLY positive or neutral statements;
About people, things or ideas. Completely avoid negative, critical or sarcastic messages. Edit your email until all traces of negativity are removed. If you can’t, save it in draft form and revisit it at a later time.
Keep It Simple:
Emails are best used to communicate technical, practical or logistical details. They should ask or answer any of the following questions: Who, what, where, when, should, could, can, would, do/does and is. For instance, an email thread may begin: “Who is responsible for this client?” or “Could you please pick up the report on the way to the meeting?” Alternatively, emails may be statements: “The report you sent me was missing one section.”
Emails Should Be Brief And To The Point:
Insert line spaces between sentences or short paragraphs. Use email to set up a time to discuss any matter other than quick details. If more than a couple of emails are needed to address or resolve an issue, email is not the right tool. Don’t clog someone’s inbox with multiple emails. Have a direct face to face or phone conversation instead. If you like, you can then send one final email that summarizes the issue, decisions made and actions agreed upon, and that also thanks the person.
Subject Line:
Using a descriptive subject line is very useful for many reasons. First, emails without a subject line may get directed to spam. Also, it helps the recipient know what the contents of the email will be. Lastly, it makes retrieval of a specific email at a later date much easier. Take advantage of the Subject Line by using descriptive and relevant headings.
Response Time:
All emails requesting a response should ideally be answered by the end of the next working day. If you are unable to respond, a short note acknowledging receipt and a time frame for a response are in order.
Formality vs. Informality:
Beginning an email thread with a short greeting such as “Hi Mike. How are you doing?” is definitely polite and proper. Once the communication trail has begun, formal greetings can be omitted.
On a social networking site, which of the following is important to consider — in a personal way - when uploading photographs?
a. How many images you can upload as fast as possible.
b. Consider the feelings and reputation of the person whose image you are uploading, especially if the image is compromising in some way.
c. Whether it is clear that you are the one uploading the images or not.
d. None of the above
Question: 02
What is a very useful last thing to do before sending out any e-mail?
a. Read the e-mail through for spelling and grammatical errors, to simplify the message if possible, and to check the recipient's e-mail address.
b. Nothing, the quicker you send it, the quicker they will receive it.
c. Copy the e-mail at least twice into a word document, as a double precaution.
d. Check the time, so you can remember when you sent it, in case they call.
e. All of the above
Question: 03
What does the phrase 'lurk before you leap' commonly mean on internet sites?
a. That you should set up a virtual online presence and scare people when they log-in.
b. That you should familiarize yourself with a website's contents — its purpose, its FAQ, its community — before making a contribution.
c. a and b
d. That you should contribute quickly before anyone discovers that you are an unwelcome presence, or only tenously connected to the site and its online community.
Question: 04
Which of the following are good tips for creating an impressive webpage?
a. Make the content informative and entertaining, but easy to read
b. Imitate other appealing sites in terms of their visual and textual content, but do not plagiarize.
c. Test all the links to make sure they work and connect to their intended new page.
d. Edit, edit, edit to ensure there are no mistakes in the content, as factual, grammar, typographical and spelling errors look unprofessional.
e. All of the above
Question: 05
Why is it important to be careful with formatting when sending an e-mail message?
a. It's not - you can format in any style you like, as the recipient will find a way to understand the message.
b. Because the recipient may not be able to read certain fonts or formats on his or her computer.
c. It is polite, and looks neater, especially if you use pretty colors.
d. Sometimes computers have been known to blow up when used with the wrong fonts.
e. None of the above
Question: 06
Which of the following is the best technique for sending a large e-mail attachment?
a. Just attach it and send it.
b. Email the other party directly first and make sure their connection can handle a large download.
c. Try and break it up into several smaller downloads, or 'zip' the file if possible.
d. Send part of it, and wait to see if they request the remaining part.
e. b and c
Question: 07
Which of the following could be considered as not being 'virtual events,' so you may wish to respond using a more direct reply or regular mail?
a. Weddings, funerals, engagements, birthdays.
b. After hours get-togethers.
c. Casual meetings related to school or work.
d. A local prize draw.
e. A coffee morning at a nearby school.
Question: 08
What does it mean when you type an e-mail in all capitals?
a. The e-mail is important
b. The e-mail is an emergency
c. The e-mail is classified information
d. The effect is that you are shouting
e. b and c
Question: 09
Which of the following is not a good practice for reacting to virus hoaxes and chain letters?
a. Forwarding them to your friends, as often advised by the e-mail hoax itself.
b. Discarding or deleting them immediately.
c. Considering them, and allowing them to send to your entire contacts list, for other people to decide about their authenticity.
d. Printing them out and sending hard copies to a local internet watchdog or awareness group.
Question: 10
If you are chatting with someone via the instant messenger and text 'BRB', what have you said?
a. Been Ready Buddy
b. Been Really Busy
c. Being Really Busy
d. Be Right Back
Question:11
What is the purpose of icon-emotions or so-called 'emoticons' in email communication?
a. They contain important information such as credit card number.
b. They indicate that the email is urgent.
c. They are meant for fun and entertainment value.
d. They act as a signature which is added at the end of each sent mail.
Question:12
Why is it always good to use proper grammar and correct spelling in internet postings like message boards?
a. People who are non-native English speakers will understand your writing easily.
b. Good grammar and spelling keep ambiguity to a minimum, thereby communicating the message more clearly.
c. You do not want to be embarrassed.
d. It is good manners, and you can be proud of yourself.
e. You are always morally judged by how many typos you make.
Question:13
What does it mean to 'respect somebody else's bandwidth'?
a. To measure the width of the desktop PC in comparison to a laptop of the same brand.
b. To open doors for them to fit through, a reference specifically to the real rather than the virtual world.
c. To be conscious of how much storage space you are controlling in any given communication, since everyone only has limited space.
d. To allow them two communications for every single communication of your own.
e. None of the above
Question:14
What is a business 'welcome page' and how can it be useful?
a. It's not: welcome pages are always distracting and take too long to load.
b. It can give an impression of professionalism, as well as introduce the company brand, logo and overall interests.
c. It's the same as the home page.
d. It's the same as the goodbye page.
e. None of the above
Question:15
Which of the following are important differences between face-to-face meetings and online information?
a. You are virtually invisible online, so you can get away with a lot more.
b. Your face cannot be seen, so it is harder to convey your thoughts and easier to be misunderstood online.
c. Written communication should always be more polished and formal than real life spoken communication.
d. While cursing is okay in real life, it is strictly prohibited online.
[ We show here some Questions of oDesk Email Etiquette Certification Skill Test. Please prepare yourself before attending into real odesk examination. So, You should know more about it and have to practice more and more ]
Email Etiquette Terminology / Abbreviation:
AFAIK - As far as I know
AFK - Away from keyboard
AKA - Also known as
ASAP - As soon as possible
B4 - Before
BAK - Back at keyboard
BBL - Be Back Later
BBS - Be Back Soon
BCNU - Be seeing you
BFN - Bye for now
BRB - Be Right Back
BTDT - Been There Done That
BTSOOM - Beats The Stuffing Outta Me
BTW - By the Way
BYOH - Bat you onna head
CFV - Call for votes
CU - See you
CUL - See you Later
CUL8R - See you later
DYJHIW - Don't you just hate it when
EG - Evil grin
F2F - Face to face
FAQ - Frequently Asked Question
FFS - For Foobars Sake
FUBR - Foobared up beyond recognition
FOAD - Foobar off and Die
FWIW - For what it's worth
FYA - For your amusement
FYI - For your information
G - Grin
GA - Go ahead
H - Hug
HB - Hug back
HIT - Hang in there
HH - Holding hands
HHOJ/K - Ha Ha, Only Joking/Kidding
HIWTH - Hate it when that happens
IAE - In any event
IANAL - I am not a lawyer
IBN - I'm Buck Naked!
IDK - I don't know
IMHO - In My Humble Opinion
IMO - In my opinion
IOW - In other words
IRL - In Real Life
IYKWIM - If you know what I mean
JAM - Just a Minute
JK - Just kidding
K - Kiss
KB - Kiss back
KOTC - Kiss on the cheek
L8R - Later
L - Laugh
LMAO - Laughing my a** off
LOL - Laughs Out Loud
MORF - Male or female
MUD - Multi User Dungeon
NIFOC - Naked in Front of Computer
NFW - No foobaring way
NRN - No reply necessary
O&O - Over and out
OBTW - Oh, by the way
OIC - Oh, I see
OTOH - On the other hand
OTT - Over the Top
PD - Public domain
PMJI - Pardon me, Jumping in (when you interrupt a conversation)
PMFJI - Pardon me for jumping in
PITA - Pain in the aftdeck
POTC - Peck on the cheek
REHI - Hello again
RFD - Request for discussion
ROTFL - Rolling on the Floor Laughing (also ROFL)
ROTFLMAO - Roll on the floor laughing my a** off
RSN - Real soon now
RTFM - Read The Foobaring Manual
RUOK - Are you OK?
S - Smile
SB - Smiles back
SITD - Still in the dark
SNAFU - Situation normal, all foobared up
SO - Significant other
SOL - Sh*t outta luck (not us)
STFU - Shut the Foobar Up
SW - Shareware
SYL - See you later
TANSTAAFL - There ain't no such thing as a free lunch
TARFU - Things are really foobared up
TGIF - Thank God it's Friday
TIA - Thanks in advance
TIC - Tongue in cheek
THNX - Thanks
TTFN - Ta Ta for Now
TTYL - Talk to You Later
W - Wink
WG - Wicked grin
WRT - With regard to (also with respect to)
WTF - What the Foobar?
WTH - What the hell
WTHDTM - What the heck does that mean
YKYBOTLW - You know you've been on-line too long when...
For better e-mail communication and etiquette:
Understand the difference between “To” and “CC.”
As a rule of thumb, the more people you send an email to, the less likely any single person will respond to it, much less perform any action that you requested. The people you include in the “To” field should be the people you expect to read and respond to the message. The “CC” field should be used sparingly. You should only CC people who have a need to stay in the know. The “BCC” field should be used even more sparingly. People you include in the “BCC” field will not visible to others.
Keep messages brief and to the point. Make your most important point first, then provide detail if necessary. Make it clear at the beginning of the message why you are writing. There is nothing worse for the recipient than having to wade through a long message to get to the point. Worse, if you send long messages, it is much less likely that the person will act on what you have sent or respond to it. It’s just too much work. It often gets set aside and, unfortunately, forgotten.
Don’t discuss multiple subjects in a single message:
If you need to discuss more than one subject, send multiple e-mails. This makes it easy to scan subject lines later to find the message you need. It also contributes to briefer e-mail messages and a greater likelihood of a response. Also, the more specific you can be about your subject heading, the better.
Reply in a timely manner:
I don’t think e-mail demands an instantaneous response. I have written about this elsewhere. Responding once or twice a day is sufficient, unless you are in sales, customer service, tech support, or some other field where a faster response is expected. Regardless, you must reply in a timely manner, otherwise you will incrementally damage your reputation and decrease your effectiveness.
Be mindful of your tone:
Unlike face-to-face meetings or even phone calls, those who read your e-mail messages don’t have the benefit of your pitch, tone, inflection, or other non-verbal cues. As a result, you need to be careful about your tone. Sarcasm is especially dangerous. If something gets “lost in translation,” you risk offending the other party. The more matter-of-fact you can be, the better.
Don’t use e-mail to criticize others:
E-mail is a terrific way to commend someone or praise them. It is not an appropriate medium for criticism. Chances are, you will simply offend the other person, and they will miss your point. These kinds of conversations are usually better handled face-to-face or, if necessary, over the phone. Especially, don’t use e-mail to criticize a third party. E-mail messages live forever. They are easily forwarded. You can create a firestorm of conflict if you are not careful. Trust me, I’ve done it myself more than once.
Don’t reply in anger:
It almost never serves your purpose or long-term interests. In the heat of the moment, I have written some brilliant replies. I have said things in writing that I would never have the guts to say face-to-face. This is precisely why you should never ever fire off an e-mail in anger. They almost never serve their purpose or your long-term interests. They burn up relationships faster than just about anything you can do. If it makes you feel better, go ahead and write the message, then delete it. Usually a day or two after you didn’t send an angry e-mail, you’ll understand the wisdom of restraint.
Don’t overuse “reply to all”:
Last week I received an e-mail from someone who needed to know my shirt-size for a golf tournament. He sent the e-mail to about ten or twelve people. No problem with that. However, some of the recipients, hit the “reply all” key (out of habit, I am sure) and sent their shirt size to everyone on the list. This, of course, just adds more clutter to everyone’s already unwieldy inbox. Your default response should be to reply only to the sender. Before you reply to everyone, make sure that everyone needs to know.
Don’t forward chain letters:
These can be forgiven when they are from your mother, but they only add clutter in the workplace. Nine times out of ten, the information is bogus. It is often urban legend. If you feel you absolutely must pass it on, please make sure that it is valid information. If in doubt, check it out atSnopes.com, a Web site devoted to tracking urban legends and rumors.
Don’t “copy up” as a means of coercion:
It’s one thing to copy someone’s boss as a courtesy. I do this whenever I am making an assignment to someone who is not a direct report. (I don’t want their boss to think I am going around them, but I also don’t want to bog my communication down in bureaucratic red tape.) But it is not a good idea to do this as a subtle—or not-so subtle—form of coercion. You may be tempted to do this when you don’t get a response to an earlier request. But I would suggest that you will be better served to pick up the phone and call the person. If they are not responding to your e-mails, try a different communications strategy.
Don’t overuse the “high priority” flag:
Most e-mail programs allow you to set the priority of the message. “High priority” should be reserved for messages that are truly urgent. If you use it for every message (as one person I know does), you will simply be ignored. It’s like the boy who cried “wolf” one too many times.
Don’t write in ALL CAPS:
This is the digital equivalent of shouting. Besides ALL CAPS are harder to read (as anyone in advertising will tell you.)
Don’t send or forward emails:
Containing libelous, defamatory, offensive, racist or obscene remarks. If you do so, you can put yourself or your company at risk. You could be sued for simply passing something along, even if you aren’t the original author.
Remember that company e-mail isn’t private:
You have no legal protection. Anyone with sufficient authority or access can monitor your conversations on company-owned servers. If you need to communicate privately, then get a free account at GMail. Use it for anything personal or private.
Use a signature with your contact information:
This is a courtesy for those receiving your messages. It also cuts down on e-mail messages, since people don’t have to send a second or third e-mail asking for your phone number or mailing address.
Provide “if-then” options:
This is another tip I picked up from Tim Ferris, author of The 4-Hour Work Week. He says to provide options to avoid the back and forth of single option messages. For example, “If you have completed the assignment, then please confirm that via e-mail. If not, then please estimate when you expect to finish.” Or, “I can meet at 10:00 a.m., 11:00 a.m. or 2:00 p.m. Will one of those times work? If not, would you please reply with three times that would work for you?”
Use your spell-checker:
I take my correspondence seriously. It reflects on me. As a publishing executive, I think the bar is even higher. If I misspell words, use bad grammar or punctuation, then I think it reflects negatively on me and my company. Lapses in grammar or punctuation can be forgiven. But misspelled words are just too easy to correct. That’s why God gave us spell-checkers. Make sure yours is turned on.
Re-read your e-mail before you send it:
I try to do this with every single message. My fingers have difficulty keeping up with my brain. It is not unusual for me to drop a word or two as I am racing to transcribe a thought. Therefore, it’s a good idea to re-read your messages and make sure that you are communicating clearly and observing good e-mail etiquette.
Send emails with content:
Avoid sending messages that say only “Thank you” or “OK.” Co-workers understand that you appreciate their work, but if you still want to thank them, include more content, or say thanks in advance when you email a request.
In this day and age, almost everyone has made minor or major email blunders. With these pointers, some mistakes can be avoided. Email is a powerful form of office communication. It is a useful tool. Use it wisely.
Cc, Bcc and Reply All:
Seemingly innocuous, these buttons may appear to create efficiencies in spreading information, yet they can be hazardous as well. Ask yourself, if you would be the recipient of this email, would you want others to see it? If yes, who?
Use Reply All sparingly:
Consider who really needs to see your response, and use Reply All only if you really need your message to be seen by each person who received the original message. Never use Reply All if you have been the Bcc recipient of an email.
Only Cc The Person's For Whom That Email Has Relevance:
Bcc is useful when sending mass information to a group of confidential recipients, such as clients or patients. For regular interoffice correspondence, let the recipient know who has seen the contents of the email by using the Cc option. A Cc does not mean you should reply. A response is not required or expected when you receive a Cc of a business email. You are simply receiving a copy as an FYI or a courtesy. The person who is expected to reply is the one addressed in To:.
Touchy Subjects.
If you are looking for a way to avoid a sensitive conversation such as “Can I have a raise / bonus?” or “I really wanted the promotion you gave to a colleague,” email is not the place. Although much easier to say from the comfort of your computer, these kinds of messages are better said more directly. Arrange a time to talk verbally about any sensitive matter.
Keep It Neutral / Positive:
Since email can be forwarded to virtually anyone, write messages as if they are available for public viewing. Negative emails that fall into the wrong inbox may implicate you to the point of losing your trust, good standing or even your job. Lacking tone, negative remarks often sound much worse to the recipient than the sender intended.
Include ONLY positive or neutral statements;
About people, things or ideas. Completely avoid negative, critical or sarcastic messages. Edit your email until all traces of negativity are removed. If you can’t, save it in draft form and revisit it at a later time.
Keep It Simple:
Emails are best used to communicate technical, practical or logistical details. They should ask or answer any of the following questions: Who, what, where, when, should, could, can, would, do/does and is. For instance, an email thread may begin: “Who is responsible for this client?” or “Could you please pick up the report on the way to the meeting?” Alternatively, emails may be statements: “The report you sent me was missing one section.”
Emails Should Be Brief And To The Point:
Insert line spaces between sentences or short paragraphs. Use email to set up a time to discuss any matter other than quick details. If more than a couple of emails are needed to address or resolve an issue, email is not the right tool. Don’t clog someone’s inbox with multiple emails. Have a direct face to face or phone conversation instead. If you like, you can then send one final email that summarizes the issue, decisions made and actions agreed upon, and that also thanks the person.
Subject Line:
Using a descriptive subject line is very useful for many reasons. First, emails without a subject line may get directed to spam. Also, it helps the recipient know what the contents of the email will be. Lastly, it makes retrieval of a specific email at a later date much easier. Take advantage of the Subject Line by using descriptive and relevant headings.
Response Time:
All emails requesting a response should ideally be answered by the end of the next working day. If you are unable to respond, a short note acknowledging receipt and a time frame for a response are in order.
Formality vs. Informality:
Beginning an email thread with a short greeting such as “Hi Mike. How are you doing?” is definitely polite and proper. Once the communication trail has begun, formal greetings can be omitted.
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