Pick a topic or issue from the readings that struck you as interesting, important, confusing, etc. and reflect on it in by responding to the following prompts.
Topic of Interest:
I selected the chapter called ‘The Language of Email’ from the David Crystal book, Language of the Internet. I also considered concepts related to email communication from the chapter on Netspeak while writing this blog. I would by no means consider email communication a new topic – actually I was surprised to see an entire chapter dedicated to it in this book however after reading it, I can see why it fits. I found the comparison of Netspeak (for example within a chatroom scenario) and email communication to be interesting.
Much of what the author stated related to email communication was not new information to me; however, I selected this topic primarily because it is relevant to an ongoing challenge I face at my organization. We have a large workforce (over 12,000 employees) and every employee has an email account and access to MS Outlook as their email client. In addition, many employees have access to email on a mobile device. Training is needed to help employees use email professionaly as a means of communication.
What is / are the tools and techniques being put into practice?
Years ago I created a very basic Introduction to Outlook eLearning course for learners at my organization. In addition to basic Outlook skills, I included a few tips and tricks such as not using all caps because the recipient will assume you are yelling! Since that time, we have come such a long way that I feel more training is needed.
In the chapter related to the language of email, the author addresses the various components that make up an email, including the header. Within the header is the subject line. This is one of the areas that employees at my organization struggle with. Many employees incorrectly name their email, causing it to lose importance or relevance in many instances. If the recipient is not interested in the subject matter, they may choose to not open the email immediately or ever. Others choose to leave the subject blank – just as bad of a choice! According to the author, “A great deal of junk-mail, if not automatically filtered out, is known to be junk only because of the subject description” (Crystal, page 97). This is just another reason to think twice about your subject.
I really enjoyed Table 4.1 labeled Five Rules of Using Email. I thought these were great tools and techniques to follow when writing emails for work/business purposes. The rules included “write as though mom were reading, think big picture, keep an eye on spelling, grammar, and punctuation, don’t use email to let off steam, and don’t send to the world” (Crystal, page 108). These rules are all relevant for my learners and offer a foundation for the level of professionalism expected when communicating via email in the workplace. It is important to recognize that once you send an email, it is permanent (as long as it is retained by the recipient).
I notice a vast difference when an employee replies using their laptop versus an email reply via a mobile device. Typically I see emails that are well thought-out when sent from a PC. When sent from a mobile device, responses tend to be shorter and have less of an emphasis on grammar and sentence structure. If the reader does not know they are replying from a phone, the reply can be construed as short or dismissive. An instant response is not typically expected with email – that is more the norm in chatrooms or instant message. Sometimes it makes sense to wait and reply after you have had the opportunity to write and review your email response.
As opposed to Outlook training, I plan to develop an email communication course for learners in my learning environment. I will encourage professionalism at all times in email usage. Other topics I plan to address are: avoid writing an email that sounds like you are speaking, include punctuation – but don’t over-punctuate, and the understanding that email is different from text. It should not include abbreviations like those used in Netspeak or Emojis/smileys when writing emails for business purposes. These are just company standards that need to be communicated and taught.
Knowing when to cc or bcc others is important as well. We try to limit over-emailing employees – we ask that everyone think twice about who they are copying. Do they really need to receive it? The use of attachments and the importance of a signature block are also key areas for employees to understand.
What is / are the key issue(s) outlined in or underlying the text (think in terms of Green’s model: operational, cultural and critical)?
Email is a necessity in the workplace. I cannot imagine a way for employees to be able to communicate effectively without it. How to use it effectively is not always obvious. Email communication is its own form of literacy and needs to be taught so that learners can apply what they learn and use that knowledge when sending and replying to emails from managers, coworkers, customers, etc. Green’s Approach to Literacy consists of the three overlapping circles representing the concepts: Operational, Cultural and Critical.” In the case of email communication, we need to consider all three dimensions. We need to understand how to change and improve email communication as a form of literacy and determine the best way to improve and change how we use it to make it more effective in the workplace.
What are your feelings and opinions on the reading?
The author did a good job of outlining email communication. Although there is not a lot of new information here, it is consolidated nicely and offers guidance for effectively using email as a means for communication. Much of the content was relevant for personal or business email usage offering good guidelines for the reader/learner. There is a degree of professionalism, politeness and also consideration that needs to be taken into consideration before hitting send. I definitely consider this an area worthy of future/ongoing training.
Be sure to reference the reading(s) including author and page number.
Reference:
Crystal, David. (2004). Language and the Internet. Cambridge University Press.
Topic of Interest:
I selected the chapter called ‘The Language of Email’ from the David Crystal book, Language of the Internet. I also considered concepts related to email communication from the chapter on Netspeak while writing this blog. I would by no means consider email communication a new topic – actually I was surprised to see an entire chapter dedicated to it in this book however after reading it, I can see why it fits. I found the comparison of Netspeak (for example within a chatroom scenario) and email communication to be interesting.
Much of what the author stated related to email communication was not new information to me; however, I selected this topic primarily because it is relevant to an ongoing challenge I face at my organization. We have a large workforce (over 12,000 employees) and every employee has an email account and access to MS Outlook as their email client. In addition, many employees have access to email on a mobile device. Training is needed to help employees use email professionaly as a means of communication.
What is / are the tools and techniques being put into practice?
Years ago I created a very basic Introduction to Outlook eLearning course for learners at my organization. In addition to basic Outlook skills, I included a few tips and tricks such as not using all caps because the recipient will assume you are yelling! Since that time, we have come such a long way that I feel more training is needed.
In the chapter related to the language of email, the author addresses the various components that make up an email, including the header. Within the header is the subject line. This is one of the areas that employees at my organization struggle with. Many employees incorrectly name their email, causing it to lose importance or relevance in many instances. If the recipient is not interested in the subject matter, they may choose to not open the email immediately or ever. Others choose to leave the subject blank – just as bad of a choice! According to the author, “A great deal of junk-mail, if not automatically filtered out, is known to be junk only because of the subject description” (Crystal, page 97). This is just another reason to think twice about your subject.
I really enjoyed Table 4.1 labeled Five Rules of Using Email. I thought these were great tools and techniques to follow when writing emails for work/business purposes. The rules included “write as though mom were reading, think big picture, keep an eye on spelling, grammar, and punctuation, don’t use email to let off steam, and don’t send to the world” (Crystal, page 108). These rules are all relevant for my learners and offer a foundation for the level of professionalism expected when communicating via email in the workplace. It is important to recognize that once you send an email, it is permanent (as long as it is retained by the recipient).
I notice a vast difference when an employee replies using their laptop versus an email reply via a mobile device. Typically I see emails that are well thought-out when sent from a PC. When sent from a mobile device, responses tend to be shorter and have less of an emphasis on grammar and sentence structure. If the reader does not know they are replying from a phone, the reply can be construed as short or dismissive. An instant response is not typically expected with email – that is more the norm in chatrooms or instant message. Sometimes it makes sense to wait and reply after you have had the opportunity to write and review your email response.
As opposed to Outlook training, I plan to develop an email communication course for learners in my learning environment. I will encourage professionalism at all times in email usage. Other topics I plan to address are: avoid writing an email that sounds like you are speaking, include punctuation – but don’t over-punctuate, and the understanding that email is different from text. It should not include abbreviations like those used in Netspeak or Emojis/smileys when writing emails for business purposes. These are just company standards that need to be communicated and taught.
Knowing when to cc or bcc others is important as well. We try to limit over-emailing employees – we ask that everyone think twice about who they are copying. Do they really need to receive it? The use of attachments and the importance of a signature block are also key areas for employees to understand.
What is / are the key issue(s) outlined in or underlying the text (think in terms of Green’s model: operational, cultural and critical)?
Email is a necessity in the workplace. I cannot imagine a way for employees to be able to communicate effectively without it. How to use it effectively is not always obvious. Email communication is its own form of literacy and needs to be taught so that learners can apply what they learn and use that knowledge when sending and replying to emails from managers, coworkers, customers, etc. Green’s Approach to Literacy consists of the three overlapping circles representing the concepts: Operational, Cultural and Critical.” In the case of email communication, we need to consider all three dimensions. We need to understand how to change and improve email communication as a form of literacy and determine the best way to improve and change how we use it to make it more effective in the workplace.
What are your feelings and opinions on the reading?
The author did a good job of outlining email communication. Although there is not a lot of new information here, it is consolidated nicely and offers guidance for effectively using email as a means for communication. Much of the content was relevant for personal or business email usage offering good guidelines for the reader/learner. There is a degree of professionalism, politeness and also consideration that needs to be taken into consideration before hitting send. I definitely consider this an area worthy of future/ongoing training.
Be sure to reference the reading(s) including author and page number.
Reference:
Crystal, David. (2004). Language and the Internet. Cambridge University Press.
Hi Cathy,
ReplyDeleteI wanted to thank-you for sharing the link to David Crystal's book. I was unable to access it through the link provided.
I don’t think people are aware of email etiquette when they are writing to others. I liked the rule you provided as an example: “write as though mom were reading, think big picture, keep an eye on spelling, grammar, and punctuation, don’t use email to let off steam, and don’t send to the world” (Crystal, p. 108). I try to follow these rules myself, but there is one that I don’t always follow. I sometimes use email to let off steam. I can be an emotional writer so sometimes my emails can come off a little strong especially if I am upset or stressed about something. I try to limit my writing when I am troubled by something until I am calm enough to rationally think through my thoughts. Thankfully, I haven’t caused too many issues with the emails I have written in hast. I do tend to write my husband emails when I am upset about something because it seems as though writing to him is the only way I can get through to him without my physical tone of voice making things worse. He tends to read what I write and will usually respond whereas if I am trying to have a serious conversation with him, he usually withdrawals and not say much. Emails are a great way to keep in contact with family and friends that reside in other states. Emails can keep co-workers in touch with one another over policy changes, cases, or just everyday information. Emails are also used frequently when applying for jobs, so it is important to remember the rules mentioned above.
Crystal, D.. (2004). Language and the Internet. Cambridge University Press.
Thanks Mandy - I really think that email etiquette is so important. You don't have the benefit of seeing the person sending it or seeing the reaction of the person receiving it, so it is important to follow a rule like that. The rule that I break quite often is the inclusion of a subject - I often tend to leave this blank when just sending a quick email to someone. I am trying to make a strong effort in my organization to break myself of this habit - we will see how that goes!
DeleteYou are right that sometimes sending an email is a huge benefit in getting your point across. I do the same often. It is easier to process things and think things through in email. Sometimes when you have a discussion in person, it is harder to pace and to stay focused. Thanks!
Cathy
Hi Cathy,
ReplyDeleteI think that email etiquette is such an important 21st century skill. As a teacher, I feel like I'm very conscious of how I write my emails to my administrators, but more importantly, to parents. My first few emails that I had to write to parents about their child misbehaving or performing poor academically, were a challenge for me. I looked to veteran colleagues for advice on how to write the most appropriate and effective email. I'm hope that the class that you taught, where you included your tips and tricks, was well appreciated by your trainees. I wish I had had something like that!
You make a great point - I always think about that when sending an email. Once that email is sent, it can be forwarded to others or used as leverage verifying that you stated something. It is important to proof read emails and verify all information contained within it. In the case of emails to your parents, it is a great idea to have another set of eyes review it.
DeleteI think the course was well-received however we never made it required training for our employees. I would really like to see this happen.
Thanks!
Cathy
Kelly-
DeleteI can't imagine being a teacher now having to e-mail parents about their kids. E-mails can be taken out of context and now be forwarded or posted on social media. I know even working its hard because e-mails get forwarded and you never want to be called into your managers office when the e-mail you sent has been taken out of context.
Cheryl,
DeleteI have a few friends in the science department that will send me an email that they are planning to send to an administrator or parent, but want a second opinion as to whether it is politically correct/ effective. We depend on one another to catch anything that may be taken out of context. I send things to them that I am unsure of as well. I'm grateful for this support system!
Hi Cathy-
ReplyDeleteI enjoyed reading your post and it hit home with me. I managed a creative department for a few years and when I first started there was no organized method of how projects were emailed back and forth. My main job was to organize the way projects were handled. Since the main method of communication in the department was e-mail and we were working in two different locations, I had to devise an e-mail naming system for e-mail subject lines so that when designers looked at their emails they knew the name of the project and the due date. In addition I had to set up some major e-mail guidelines such as making sure if there is an emergency call after you send your e-mail. We have become way too reliant on technology and have forgotten a lot of the time that actually speaking to someone will help sort out an issue or make sure an emergency item is taken care of. It really did help cut down on the confusion and we were able to streamline the department's efficiency.
Hi Cheryl - It must have been tough to enforce that and to get everyone to comply with the naming conventions and other guidelines! I can see the importance though to make sure everyone is on the same page. I have to say that in my organization, because there are so many employees, my first reaction is to send an email - even if the individual is in my location, right down the hall. Sometimes I feel it is quicker than calling or visiting in person and other times I think I prefer the fact that the conversation is somehow 'documented' when it is done in email. Either way, I completely agree with you that sometimes it is probably much better to have that face to face conversation.
DeleteCathy