| E-Mail Etiquette Redux |
| Sunday, 18 April 2004 | |
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Some old favorites, and a few new guidelines.
When Emily Post penned her first guide to etiquette, I wonder if she ever imaged that her great-grandchildren would be releasing revisions to it. Some rules of etiquette are eternal (saying “please” and “thank you”). Others are adapted to fit new or evolving situations (Ms. Post didn’t worry about cell phones). The same is true of e-mail etiquette. Some of the basics haven’t change. The increased use of spam filters and the ever-increasing size of files from digital cameras, however, dictate the need to revisit what is acceptable with e-mail. First, let’s look at three eternal truths of e-mail: voice, identification and name sharing. The voice you use in e-mail is far different than any voice you might use verbally or physically. Since words on the screen are devoid of inflection, tone, gestures or facial expressions, it is sometimes hard to appropriately convey a messages true meaning. In fact, a study once found that e-mail communications could actually exacerbate problems. Finding the right “voice” for you e-mail means avoiding shouting (ALL CAPS), keeping your message to an appropriate length, and asking for they type of response you expect. Identification simply means that your message bears your name whenever possible. You wouldn’t send a piece of snail-mail without some way of identifying who the message was from. Don’t do the same with e-mail. End your messages with a signature. For people that you know well enough, using the name they know you by is sufficient. For those with whom you don’t regularly communicate, it’s a good idea to include your full signature including your name, return e-mail address, even your telephone number. The final eternal truth of e-mail etiquette is to be careful whose information you may be sharing with whom. Many of us have forwarded jokes and inspirational messages to friends, family and colleagues. We often have unwittingly revealed e-mail addresses of our friends to others, usually without anyone’s permission. The simplest solution is to send or forward messages with your recipients in the bcc or “blind carbon copy” line. Also, remove any information in the text of a forwarded message that might include other folks’ e-mail addresses. Just as the proliferation of cell phones has forced us to rethink some rules, certain technology changes are forcing us to add new e-mail etiquette rules. Digital cameras have effected the first change. With the increase in the “megapixels” that cameras can snap, the resulting file sizes have grown. My 2 megapixel cam set to “better” quality (not the highest) saves files that are about 400 kilobytes (or 400 K). A 3 megapixel camera on its highest quality setting writes images that are almost 10 times that, or about 3 megabytes. Sending several images this large in a single e-mail can cause problems. First, some e-mail services limit how large a message can be. If a message is over the limit, you might not even know that it hasn’t been delivered. Second, a message that takes a long time to download sometimes makes the e-mail system appear to be broken. Finally, unless you know that all your recipients have broadband Internet connections (DSL or cable), you may be tying up a contact’s phone times for hours. Check the size of your images before attaching them to e-mail messages. If they are more than about 200 kilobytes (or 200 K), check out your graphics or camera software to see if they have ways to create e-mail friendly images. Two other changes have been brought about by the war on spam. Filters have become effective weapons in keeping unwanted messages away from our in-boxes. These filters look for key words (one guy figured there are over 600 quintillion ways to spell Viagra in e-mail), as well as behaviors typical of spammers. Some of these behaviors include the use of large type, large typefaces and repeated exclamation marks. Think about the words you use when you create messages. One popular magazine has begun using “pr0n” when writing about the problem of on-line pornography. And, referring to your latest round of golf as “Viagra for my game” isn’t wise. Words alone won’t shoot your message down. Include a subject line that is specific. Don’t write “Hi”; try “Dinner at Smith’s tonight.” Be descriptive, without using salesy words. Maybe it’s “I reeled in an 18 pound walleye” instead of “Wow! It was the biggest walleye I’ve ever seen!” The final recommended change is an unfortunate result of spam’s crippling effect on e-mail communications. It used to be that you could rely on the delivery of your messages to their intended recipients. Now, however, it’s sometimes hard to know if you message ever makes it through the filters. To alleviate any headaches, I’d like to recommend a two-part change. Recipients, don’t be silent receivers. If you get a message that has some importance, let the sender know. A simple reply with a “got your message” might go a long way to reassuring the sender. Senders, don’t expect miracles. Realize that some message just won’t get to their intended readers. If you have a critical message, follow up with a phone call. Let the person know they should expect an e-mail from you. Geez, seems like spam is taking all the fun out of e-mail. There seems to be good news ahead, though, as the Internet gurus have begun hashing out ways to get messages to the people the need them. Until then, in the words from “Hill Street Blues,” “be careful out there.” |