135 Tips on Email and Instant Messages : Plus Blogs, Chatrooms, and Texting

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ISBN: 9780618942589 | 0618942580
Cover: Paperback
Copyright: 4/23/2008

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What you need to know before you hit SEND.This latest title by business-writing expert Sheryl Lindsell-Roberts offers up-to-the-minute advice on writing electronic messages that are polished, polite, and effective. In her signature no-nonsense style, she shows how effective electronic communication can jump-start your business, advance your career, and expand your social network.135 Tips on Email and Instant Messages addresses issues such as how libel and copyright laws apply to the Internet, using proper etiquette, and organizing a cluttered in-box. Lindsell-Roberts imparts a sense of humor to practical tips such as "don't glut cyberspace with digital dross-know what isn't appropriate for company email" and "eliminate thoughts thatdon't add value-don't leave your harried readers to extract the hidden kernels." She offers convenient phrases that can be used verbatim (including subject lines proven to entice readers) and immediate solutions to common problems (including five ways to personalize an email to a large distribution that will increase the response rate).Informative and entertaining, this handy resource is packed withvaluable information for anyone who wants to communicate electronically with confidence and competence.

Email	p. 1
Using Common Sense	p. 5
Determine the best way to send your message	p. 5
Understand how people read	p. 8
Don't glut cyberspace with digital dross	p. 9
Never assume your intended reader received (or read) your message	p. 9
Write reader-focused messages	p. 10
Respect international and cultural differences	p. 11
Don't be scammed by phishers or pharmers	p. 13
Send attachments only if you're sure your reader can receive and read them	p. 14
Forward selectively	p. 16
Manage your email when you're away for extended periods of time	p. 16
Use terminology appropriate for your reader	p. 17
Think seriously about being funny	p. 17
Proofread until your eyeballs hurt	p. 18
Planning Your Message	p. 20
Get into your reader's head	p. 20
Determine if you have multiple levels of readers	p. 21
Ask yourself what your reader needs to know about the topic	p. 21
Anticipate what's in it for your reader	p. 21
Ask yourself what your reader's attitude will be when he receives your message	p. 22
Identify the action item	p. 23
Distill the one key point you want your reader to remember	p. 23
Ask yourself the questions your reader will ask	p. 24
Answer the questions	p. 24
Compose headlines that address the answers to the questions	p. 25
Crafting a Compelling Subject Line	p. 26
Write a meaningful subject line	p. 27
Use key words in the subject line	p. 29
Determine if you can deliver your message in the subject line	p. 30
Change the subject line when replying	p. 30
Writing the Message	p. 32
Apply the questioning technique to compose the first paragraph	p. 32
Write headlines that give critical information	p. 33
Sequence your message for maximum impact	p. 33
Use proper capitalization and punctuation	p. 35
Fine-Tuning the Message	p. 38
Use white space appropriately	p. 38
Use an easy-to-read font, such as Ariel 10	p. 39
Create bulleted and numbered lists, when appropriate	p. 39
Eliminate anything that doesn't add value	p. 40
Limit sentences to 25 words or less	p. 41
Use positive words and thoughts	p. 41
Create "sound" with punctuation	p. 42
Be thoughtful when using industry-specific jargon	p. 43
Never replace technical terms with synonyms	p. 44
Be consistent with your wording	p. 44
Proofreading and Editing	p. 45
Check the accuracy of all names, including middle initials, and titles	p. 46
Confirm company designations	p. 46
Double-check all numbers	p. 47
Keep an eye out for misused or misspelled homophones	p. 47
Be on the alert for small words that you repeat or misspell	p. 48
Check dates against the calendar	p. 48
Print out the message and read from the hard copy	p. 48
Edit for content	p. 49
Selecting Appropriate Options	p. 50
Determine if you require a read receipt	p. 50
Know the people you should include	p. 51
Use To:, Cc:, and Bcc: appropriately	p. 51
Signal the importance of your message	p. 53
Using Proper Email Etiquette	p. 54
Send one message for each topic	p. 55
Say hello and goodbye	p. 55
Include an electronic signature	p. 56
Never send a Rambogram	p. 57
Be savvy when it comes to privacy issues	p. 58
Respond promptly	p. 59
Post to your company's intranet, blog, or website	p. 60
Inform people of a change of address	p. 60
Break the chain	p. 60
Determine whether to reply to all or just to the sender	p. 60
Reserve "urgent" for pressing messages	p. 61
E-Marketing	p. 62
Try a "top 10."	p. 62
Include a call to action or a sense of urgency	p. 63
Use statistics or numbers	p. 63
Test the word free	p. 64
Personalize the message for your target audience	p. 64
Offer something the reader will value	p. 65
Speak your reader's language	p. 66
Grab the reader's attention quickly	p. 66
Use tried-and-tested phrases	p. 66
Include a call to action	p. 67
Let the reader opt in or opt out	p. 67
Know when to send	p. 68
Test your list, offer, body copy, call to action, delivery day, and delivery time	p. 69
Don't give up	p. 70
Managing Time Efficienty	p. 74
Use filters to battle spam and other unwanted messages	p. 74
Turn off your announcement feature	p. 75
Develop a schedule for checking your email	p. 75
Choose the way you want to view your email	p. 75
Organize your messages into folders	p. 76
Don't leave email sitting in your inbox	p. 76
Create a work-life balance	p. 77
Don't use email as a substitute for a conversation	p. 77
Communicating with Teams	p. 78
Determine when and how email will be used by the team	p. 80
Decide between mass distribution and selective sending	p. 80
Establish standards for response time	p. 81
Create a subject line that is dear, concise, and informative	p. 81
Call the reader's attention to actions, issues, and decisions by calling them out in headlines	p. 82
Understand the questions your reader will have by asking yourself who, what, when, where, why, and how	p. 82
Anticipate your reader's likely reaction in order to defuse negativity	p. 83
Eliminate all words and thoughts that don't add value, while being personable and complete	p. 83
Proofread very carefully	p. 84
Develop cultural sensitivity	p. 84
Check back in with people	p. 85
Understanding Legal Implications	p. 86
Know the proper and lawful use of company email	p. 87
Remember that libel and copyright laws apply to email	p. 88
Become familiar with the Sarbanes-Oxley Act	p. 88
Avoid anything that could be construed as sexual harassment	p. 89
Include a disclaimer at the end of your email, if appropriate	p. 89
Abide by the CAN-SPAM Act	p. 90
Creating a Company Policy	p. 92
Know what to include	p. 92
Publish and enforce	p. 96
Update as appropriate	p. 96
Instant Messages (IMs)	p. 97
Implementing IM Safety Standards	p. 101
Create company policies	p. 102
Know which IM programs are on your network	p. 102
Remember that retention is critical	p. 102
Adhere to safety rules	p. 103
Applying IM Etiquette	p. 105
Don't barge in	p. 105
Write carefully and thoughtfully	p. 106
Think short	p. 106
Be sensitive to other people's typing skills	p. 107
Multitask realistically	p. 107
Avoid sloppy writing	p. 107
Use abbreviations and emoticons	p. 108
Be attuned to cultural differences	p. 108
Alert people when you're away	p. 109
Be considerate about inviting others into a session	p. 109
Don't hide behind IMs	p. 109
Using Abbreviations and Showing Emotions	p. 110
Pull letters out of the Scrabble box	p. 110
Use emoticons to show your emotions or intentions	p. 114
Text Messages, Blogs, and Chatrooms	p. 117
Sending Text Messages	p. 119
Understand the major advantages	p. 120
Know the main drawbacks	p. 120
Apply the rules of etiquette	p. 121
Shut your phone off during meetings and in public places	p. 122
Capitalizing on the Value of Blogs	p. 124
Use a blog to facilitate team/project information sharing	p. 125
Use a blog to build your business	p. 126
Decide if your blog will be a monologue or a dialogue	p. 127
When dialoguing, remember that each blog is someone's web home	p. 127
"Speaking" in Chatrooms	p. 130
Use proper chatroom etiquette	p. 131
Check your need for perfection at the door	p. 132
Educate your children on what is and isn't okay	p. 132
Know your responsibility as a parent	p. 133
Index	p. 135
Table of Contents provided by Blackwell. All Rights Reserved.

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135 Tips on Email and Instant Messages : Plus Blogs, Chatrooms, and Texting

Summary

Author Biography

Table of Contents

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135 Tips on Email and Instant Messages : Plus Blogs, Chatrooms, and Texting

Summary

Author Biography

Table of Contents

Supplemental Materials

Digital License