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.
