1. Email Management Charlotte ARMA Meeting – 4.21.09

2. Table of Contents Defining Email Defining Email Email Management Email Management Email Do(s) and Don’t(s) Email Do(s) and Don’t(s) Email Etiquette Email Etiquette Filtering Filtering Thoughts from the group Thoughts from the group

3. Email Email (electronic mail) is the exchange of computer-stored messages by telecommunication. Email (electronic mail) is the exchange of computer-stored messages by telecommunication. An email system is a communication tool & is not intended to be a recordkeeping system. An email system is a communication tool & is not intended to be a recordkeeping system.

4. Email Management O.H.I.O – Only Handle It Once O.H.I.O – Only Handle It Once Use of Filters Use of Filters Use of email folders Use of email folders Use of preview feature Use of preview feature Unsubscribe to newsletters or distribution lists that you do not read Unsubscribe to newsletters or distribution lists that you do not read Embrace email for what its worth Embrace email for what its worth

5. Email Do(s) If you are sending an email attachment to several recipients, think about trying to hyperlink the document so all your recipients won’t receive a large file. If you are sending an email attachment to several recipients, think about trying to hyperlink the document so all your recipients won’t receive a large file. Only ‘reply all’ when necessary. Only ‘reply all’ when necessary. Delete your email message when you no longer need it from your ‘inbox’ or ‘sent mail’ and your ‘trash’ Delete your email message when you no longer need it from your ‘inbox’ or ‘sent mail’ and your ‘trash’ Try to only use company email for business reasons but if you need to use for a social/personal reason, create a separate email. Try to only use company email for business reasons but if you need to use for a social/personal reason, create a separate email. Consider communicating complex information through other means. A telephone call or face-to-face conversation may reduce any misunderstandings. Consider communicating complex information through other means. A telephone call or face-to-face conversation may reduce any misunderstandings. If the email doesn't relate to something that you are currently working on or doesn't contain information that you're required to keep, delete it. If the email doesn't relate to something that you are currently working on or doesn't contain information that you're required to keep, delete it. Review your email folders annually (if applicable) & dispose of any emails you do not need to refer to anymore. Review your email folders annually (if applicable) & dispose of any emails you do not need to refer to anymore.

6. Email Do (s) continued Immediately delete e-mail with attachments from unfamiliar senders. It may be "spam." Do not click open web links in messages from unknown sources. Immediately delete e-mail with attachments from unfamiliar senders. It may be "spam." Do not click open web links in messages from unknown sources. Please remember to think about what you are writing in your emails so the information is not misconstrued. Please remember to think about what you are writing in your emails so the information is not misconstrued. Please remember that your company has the right to view your email since you’re working on behalf of the company. Please remember that your company has the right to view your email since you’re working on behalf of the company. Do not transmit confidential information in an external email message unless it has been encrypted. Do not transmit confidential information in an external email message unless it has been encrypted. Use clear subject lines. This helps employees prioritize their email. Use clear subject lines. This helps employees prioritize their email. Check spelling and grammar – use spell-check, employees tend to be too informal in email compared with hardcopy. Treat it the same. Check spelling and grammar – use spell-check, employees tend to be too informal in email compared with hardcopy. Treat it the same. All email and electronic communications are monitored by Compliance All email and electronic communications are monitored by Compliance Email: your IT Security group if you feel you have received a suspicious email. Email: your IT Security group if you feel you have received a suspicious email. Beware of email soliciting personal information (PII) or money. Beware of email soliciting personal information (PII) or money.

7. Email Don’t (s): Do not send e-mails when you are upset or angry. Calm down and respond intelligently or you may regret it later. Remember there is a record of this. Do not send e-mails when you are upset or angry. Calm down and respond intelligently or you may regret it later. Remember there is a record of this. Do not over reply as this may clog other employees’ inboxes and may utilize valuable memory. Do not over reply as this may clog other employees’ inboxes and may utilize valuable memory. Do not forward jokes, chain letters, or inappropriate material. Do not forward jokes, chain letters, or inappropriate material. Reading e-mails and sending rapid fire e-mails on your handheld device (i.e. – Blackberry) during a meeting sends a clear message to others that you are not fully engaged in the task at hand. While you may see this as “multitasking”, others may see this as rude. Reading e-mails and sending rapid fire e-mails on your handheld device (i.e. – Blackberry) during a meeting sends a clear message to others that you are not fully engaged in the task at hand. While you may see this as “multitasking”, others may see this as rude. Do not save emails as.pst files, to a CD or flashdrive. Do not save emails as.pst files, to a CD or flashdrive.

8. Email Etiquette Electronic mail is not like other media. Treating E-mail just like the telephone, paper mail, or any other medium can lead to misunderstandings and mistakes. Electronic mail is not like other media. Treating E-mail just like the telephone, paper mail, or any other medium can lead to misunderstandings and mistakes. Emulate experienced users. See how those already posting to mailing lists make the most effective use of those forums. Emulate experienced users. See how those already posting to mailing lists make the most effective use of those forums. Be brief. Often a few well-chosen words are better than long-winded elaborations. Be brief. Often a few well-chosen words are better than long-winded elaborations. Label your message. Choose a title that fits the subject and stick to it. Label your message. Choose a title that fits the subject and stick to it. Remember your audience. Use language, references, and subjects that will be comprehensible and not objectionable. Remember your audience. Use language, references, and subjects that will be comprehensible and not objectionable. Choose an appropriate medium and forum. Use a conference or mailing list on a topic related to that of your message. Choose an appropriate medium and forum. Use a conference or mailing list on a topic related to that of your message.

9. Email Etiquette (continued) Identify yourself. Sign your message with some appropriate information such as your name and affiliation. Identify yourself. Sign your message with some appropriate information such as your name and affiliation. Post new ideas. Try not to repeat what has already been said except in brief confirmation. Post new ideas. Try not to repeat what has already been said except in brief confirmation. Respond to the topic and not the person. Try to understand what the person is saying. If you can't understand what the person is saying, ask. If you must criticize someone, give them a chance to respond. If you comment on the style of a message, respond to the content as well. Respond to the topic and not the person. Try to understand what the person is saying. If you can't understand what the person is saying, ask. If you must criticize someone, give them a chance to respond. If you comment on the style of a message, respond to the content as well. Read other messages before responding. Others may have already made the same obvious response. Read other messages before responding. Others may have already made the same obvious response. Don't respond in anger. Wait a few minutes or hours, or even until the next day. If you are still angry when you respond, say so. Don't respond in anger. Wait a few minutes or hours, or even until the next day. If you are still angry when you respond, say so. Give the benefit of the doubt. Mistakes, misunderstandings, and ignorance are far more common than maliciousness. Give the benefit of the doubt. Mistakes, misunderstandings, and ignorance are far more common than maliciousness.

10. Email Etiquette (continued) Be careful with humor and sarcasm. Many people have trouble recognizing these things even in person. Some networks have developed typographic conventions to get around the difficulties of expressing subtleties of expression through ASCII characters. One of the more universal is that UPPER CASE means shouting. Another is the use of the sideways "smiley face," :) or :-), to indicate lack of serious intent. Be careful with humor and sarcasm. Many people have trouble recognizing these things even in person. Some networks have developed typographic conventions to get around the difficulties of expressing subtleties of expression through ASCII characters. One of the more universal is that UPPER CASE means shouting. Another is the use of the sideways "smiley face," :) or :-), to indicate lack of serious intent. Do be encouraging and polite. The most effective encouragement is often a simple response acknowledging a posting. Do be encouraging and polite. The most effective encouragement is often a simple response acknowledging a posting. Discourage when necessary. But do it privately and politely when possible. Don't discourage at all unless you're sure it's needed and that you are an appropriate one to do it. Discourage when necessary. But do it privately and politely when possible. Don't discourage at all unless you're sure it's needed and that you are an appropriate one to do it.

11. Email Etiquette (continued) Assume Permanence and ubiquity. Mail posted to discussion lists and sometimes even mail to individuals may be saved permanently, with or without your knowledge, and may be read by anyone, at any time, anywhere. Remember that even if a mail message has been deleted, it may exist somewhere on a backup tape. Assume Permanence and ubiquity. Mail posted to discussion lists and sometimes even mail to individuals may be saved permanently, with or without your knowledge, and may be read by anyone, at any time, anywhere. Remember that even if a mail message has been deleted, it may exist somewhere on a backup tape.

12. Filtering A view filter is an easy way to see only those items or files stored in Microsoft Outlook folders that meet conditions you specify. A view filter is an easy way to see only those items or files stored in Microsoft Outlook folders that meet conditions you specify. Filtering is different from sorting. When you sort items, you rearrange the current items in a view. For example, in the Inbox, if you click the name Joanna Fuller, all the messages in the Inbox will appear in alphabetical order with all the messages from Joanna Fuller at the top of your view. However, all the other messages are still there in the Inbox, listed before and after Joanna Fuller in alphabetical order. If you scroll, you will see them all. Filtering is different from sorting. When you sort items, you rearrange the current items in a view. For example, in the Inbox, if you click the name Joanna Fuller, all the messages in the Inbox will appear in alphabetical order with all the messages from Joanna Fuller at the top of your view. However, all the other messages are still there in the Inbox, listed before and after Joanna Fuller in alphabetical order. If you scroll, you will see them all. When you filter items, you selectively choose what items will appear in a view, and only those items will appear in the view. When you filter items, you selectively choose what items will appear in a view, and only those items will appear in the view. The Filter dialog box offers you a variety of ways to select and organize your criteria. The Filter dialog box offers you a variety of ways to select and organize your criteria.

13. For example, you can filter all items with "Joanna Fuller" in the From box to see only items from Joanna Fuller. All of the other items are still in the folder and can be seen again by removing the view filter.

14. Filtering When a view filter is applied to a selected folder, the status bar (status bar: A horizontal bar at the bottom of the screen that displays information about the current condition of the program, such as the status of items in the window, the progress of the current task, or information about the selected item.) displays the words Filter Applied in the lower-left corner of the screen. Multiple Filters Applied displayed indicates that both a synchronization filter and a view filter have been applied. A synchronization filter allows you to choose which items are downloaded or kept in your Offline Folder file (.ost) (Offline Folder file: The file on your hard disk that contains offline folders. The offline folder file has an.ost extension. You can create it automatically when you set up Outlook or when you first make a folder available offline.). When a view filter is applied to a selected folder, the status bar (status bar: A horizontal bar at the bottom of the screen that displays information about the current condition of the program, such as the status of items in the window, the progress of the current task, or information about the selected item.) displays the words Filter Applied in the lower-left corner of the screen. Multiple Filters Applied displayed indicates that both a synchronization filter and a view filter have been applied. A synchronization filter allows you to choose which items are downloaded or kept in your Offline Folder file (.ost) (Offline Folder file: The file on your hard disk that contains offline folders. The offline folder file has an.ost extension. You can create it automatically when you set up Outlook or when you first make a folder available offline.).

15. Thoughts from the group If you have any questions, please feel free to contact: If you have any questions, please feel free to contact: Daryle Lee Daryle Lee –dalee@tiaa-cref.org dalee@tiaa-cref.org –704.988.4756