Etiquette: Keeping Your Foot Out of Your Virtual Mouth

How is it spelled?

How is it spelled? Gregg, Microsoft, and AP: Wired: Experience Council: is standard

etiquette is evolving too has quickly become a communication standard and the Internet’s most popular application. Both the number of users and the usage rates are continuing to grow exponentially. Mischelle Davis, V.P. of marketing communications at NewWorldIQ

Where are we now? Right now online writing is pretty much in its Wild West stage, a free- for-all with everybody shooting from the hip and no sheriff in sight. O’Conner & Kellerman (2002)

If you were sheriff… What would be your rules? Madlantern Arts

What makes different?

Difference: No nonverbal cues No nonverbal cues, which account for ___________ percent of message

Nonverbal cues No nonverbal cues, which account for percent of message Only words and :-)

Difference: Tone No nonverbal cues Tone becomes crucial

Difference: Tone No nonverbal cues Tone becomes crucial  In Germany and Britain, 23 percent and 14 percent respectively [of respondents to a Daily Mail survey] admitted confrontations with colleagues because of misunderstandings.

Criticisms are harsher  Messages meant to express mild displeasure can come across as tirades. Louise Dobson, Avoiding Catastrophes (2006)

Tone: Example One To: Female employees From: H. Honcho Re: Dress code Date: 1 July 2006 Clients will be visiting next week. Halter tops and jeans will not make the right impression. It’s time you started dressing for the office instead of the beach. Leave your flip-flops at home!

Tone: Example Two To: All staff From: H. Honcho Re: Reminder about what to wear to work Date: 1 July 2006 During the summer, our dress code is business casual. We think “business casual” means clothes that feel comfortable and look professional. MenWomen khaki pants casual pants and skirts leather shoes… leather or fabric shoes…

Tips: Tone  Avoid terseness, which can be misinterpreted  Use face-to-face communication if issue is sensitive  Read your s aloud, looking for ambiguity

For want of a smiley…?  Rob Glaser asked to meet with Bill Gates  Gates said no, in a “cold and flip ”  Glazer denounced Microsoft at anti-trust hearings

Difference: Humor  Humor is riskier

Humor: Riskier  Nearly a quarter of employees have suffered problems with colleagues or clients because their use of humour in an has not been understood or appreciated, according to a survey. Robert Jacques, “ Jokes Backfire for UK Workers” (2004)

Humor: Often misinterpreted  Participants [in recent studies] were able to accurately communicate humor and sarcasm in ________ percent of the s they sent. Louise Dobson (2006)

Humor: Often misinterpreted  Participants [in recent studies] were able to accurately communicate humor and sarcasm in barely half percent -- of the s they sent. Louise Dobson (2006)

Tips: Humor  If in doubt, don’t send it. Chevron was forced to pay $2.2 million to settle a harassment case based in part on s with such subjects as “Why beer is better than women.”  Reread for ambiguities.  Signal the joke. One emoticon or per is plenty.

Humor: Tips in action  If you [ignore these rules], the great list guru will expel you into the gloomy dimension without and your days will be long and lonely after you have made a permanent impression in print for many to keep and repeat forever (see how the use of "emoticons" aids the assimilation of that last paragraph!). Bonnie Dalzell, Welcome Message

Difference: Levels of formality  Most people view as  more formal than a phone call  less formal than a letter

Meeting request: Informal From: Bob Anderson Date: 21 Dec 84 11:40:12 PST (Fri) To: randvax!anderson, randvax!gillogly, randvax!norm Subject: meeting... we need to setup a meeting bet. jim you and i -- can you arange? i'm free next wed. thks.

Meeting agenda: Formal Subject: MEETING ON FY86 PLANNING, 2PM 12/28/84, CONFERENCE ROOM 1 There will be a meeting of the FY86 planning task force in Conference Room 1 on December 28, 1984 at 2pm. The Agenda for the meeting is: Topic Presenter Time Strategic Business Plan John Fowles 30 min. Budget Forecast for FY86 Sue Martin 15 " New Product Announcements Peter Wilson 20 " Action Items for 1st Qtr FY86 Jane Adamson 25 "

Tip: Spelling still counts This is an actual . Purposal I can beat almost anyones price and almost promise you success and if I don’t reach it, we wont charge you after the time we say we can achieve it until we do.

Tip: Spelling still counts Sloppiness is one of “seven deadly sins” Bad grammar, misspelling and disconnected arguments gave 81 percent of the survey sample "negative feelings" towards the senders. 41 percent of senior managers said badly worded s implied laziness and even disrespect. CNN.com

Tip: Level of Formality When in doubt, err on the side of formality.

Tip: Level of Formality When in doubt, err on the side of formality. Usually the problem is that we treat [ ] too much like a phone call and not enough like a letter. O’Conner and Kellerman (2002)

Tip: Level of Formality When in doubt, err on the side of formality. 16% [of users under 25] sign every message with love and kisses, even when addressing their boss MSN survey

Tip: Level of Formality Be conversational. An overly formal message alienates the reader. Don’t adopt a cold, remote, or superior tone in an attempt to sound professional. Angell and Heslop (2002)

Difference: Level of Formality Questions to which answers are evolving: Do I need a subject line? Should I a thank-you note after a job interview? Should I communicate bad news via ?

Difference: Electronic Hit Send and it’s gone Hit Reply All and your career may be gone Deleted s live on Messages can be forwarded without your knowledge or consent

Tip: What not to do One of the officers convicted of beating Rodney King sent this Oops. I haven’t beaten anyone so bad in a long time. A transcript of the message was used at his trial.

Tip: Electronic Colonel David Russell’s rule: Never say anything in an electronic message that you wouldn't want appearing, and attributed to you, in tomorrow morning’s front-page headline in the New York Times.

Tip: is never private Pillsbury assured employees that s were private. Michael Smyth was fired after sending an calling his bosses “backstabbing bastards.” A court held that he had no reasonable expectation of privacy.

Tip: Keep confidences To cope with many questions about vacation policy, an HR minion ed a copy to all employees. Attached was salary information. Within weeks, 20% of the workforce was gone—including the hapless minion.

Tip: Electronic ≠ Instant Many expect a phone call to alert them to an labeled Urgent. Allow a reasonable time (two days – week) for a response. Respond before senders have to follow up or business is delayed.

When would you use ?  To send confidential salary information  To address a personal hygiene issue  To get an immediate reply  To settle a conflict between two team members  To request a manual for the new phone system  To recap a conversation about a pending order  To set up a meeting next month  To keep people updated on a project’s status

When would you use ?  To send confidential salary information  To address a personal hygiene issue  To get an immediate reply  To settle a conflict between two team members  To request a manual for the new phone system  To recap a conversation about a pending order  To set up a meeting next month  To keep people updated on a project’s status

Difference: Where’s audience? People who wouldn't dream of burping at the end of dinner post offensive messages to international forums. Middle managers inadvertently send romantic messages to the company-wide alias. People at computer terminals forget that there are real live people on the other end of the wire. Virginia Shea, Netiquette (1994)

Three manners mavens: Shea  Virginia Shea is “Miss Manners of the ’Net”  Pioneered netiquette in 1994  Book available online at catNetiquette.html

Three manners mavens: Shea Typing in all capitals in electronic communications means (A) Nothing special--typing in all caps is normal. (B) You are shouting. (C) It’s OK to forward this message to others. (D) This message is very important.

Three manners mavens: Shea Typing in all capitals in electronic communications means (B) You are shouting. Typing in all capitals in online communications is the equivalent of SHOUTING! Only type in all caps if you really mean to shout.

Three mavens: Booher  Communications consultant Dianna Booher is “Miss Manners of memos”  Good tips for writers  Blog available online at

Three mavens: Kallos  Judith Kallos is “Miss eManners”  Best source for specific advice on business etiquette  Site: NetManners.com

Style mavens: O’Conner ’s “very structure … encourages curtness.”  The blank subject line staring you in the face is a signal to state your business and get on with it….  The To and From fields seem to make salutations and signatures redundant or unnecessary.  What we have here is the ideal breeding ground for rudeness.

Anatomy of To To: My Entire Address Book From: H. Honcho Re: Nothing important Date: 1 July,2006

Anatomy of To To: You mad mustachio purple-hued maltworm Bcc: Henry IV, part 1 From: I. Rate Re: So-called service at your crummy excuse for a store today

Tip: Use BCC wisely  To keep addresses private, put your own address in the To: line and paste your mailing list in the cc: line  BCCs within an organization can create distrust

Tip: Leave address blank  If you’re furious and must answer an right away, leave the address line blank.  If you hit Send before you’ve had a chance to cool down, the won’t go through.

Anatomy of From Would you open mail from    Dunno

Anatomy of From recipients put more weight on who the is from than any other item when choosing  which s to open  which to delete  which to complain about Chris Baggot, ExactTarget

Anatomy of From Be complete and be recognized. Kathy Towner, WIN Communications

Anatomy of an Subject  Your subject can answer any of readers’ four key questions: 1. What’s this about? 2. Why should I read this? 3. What’s in this for me? 4. What am I being asked to do?

Anatomy of Subject To: Girrrl friends From: Ima Ditz Re: Change of plans

Anatomy of Subject To: Sara Bellum From: Gray Matter Re: Marketing meeting rescheduled for 12/15/06

Anatomy of Subject EOM = end of message To: Sara Bellum From: Gray Matter Re: Marketing meeting rescheduled for 12/15/06 (EOM)

Tips: Subject  Lead with the main idea Browsers may not display more than first characters  Create single-subject messages  Keep track of threads Subject: New Year’s Party Plans (was: New Year-End Bonus Structure)

More Tips: Subject  Double-check the address line before sending.  Insulted by a general from the boss, an employee sent an angry comment to a colleague (she thought): “Does she think we’re stupid?”  The reply (from her boss): “Yes, I do.”

Anatomy of an Body  Before you type anything into a new message, have explicit answers for two questions: 1. Why am I writing this? 2. What exactly do I want the result of this message to be? 43 Folders (2005)

Anatomy of an Body  Before you hit Send, review and delete  Negative comments about management  Criticisms of staff or performance issues  Bonuses or salary issues  Product or liability issues  Gossip  Humor or other ambiguities Booher

Anatomy of Body  Write so s are easy to read  Make paragraphs 7-8 lines  Insert a blank line between paragraphs  Use headlines, bullets, and numbers  AVOID ALL CAPS; THAT’S SHOUTING  If a message is longer than 3 screens, send an attachment

Anatomy of Body Subject: Noise level in the break rooms How can we satisfy everyone? Many of you have told me about the growing tension you feel around using the break rooms. Some of you use them to work and socialize; others need a quiet place to work. Your ideas are welcome What do you think we can do about this? Should we designate one room as a lounge and another as a quiet area? D. Dumaine, Write to the Top

Tip: Balance formal/informal  Like our work clothes, the preferred writing style has become business casual.  Avoid extremes  Not too pompous  Not too passive  Not too careless or flip Diana Booher

Tip: Avoid brusqueness  Brief is good. Blunt is not.  Question: Should I pursue an advanced degree?  Response 1: No.  Response 2: I don’t think an advanced degree would have any effect on your potential for promotion here. Diana Booher

Tip: Write business casual  Strive for a style somewhere between stuffed-shirt and t-shirt. Diana Booher

Question: Do I need a greeting?  Consensus: Yes. Otherwise, you can seem brusque or unfriendly.

Question: Which greeting?  Opinion: Divided  Some say “Hi, Steve,” is too informal.  Some say “To whom it may concern” is stilted.  For external communication, use same greeting as in letter  For internal communication, some use Myra:

Question: Which closing?  Consensus  Match greeting in tone  Formal: Sincerely, Best regards, Cordially  Informal: Thanks; All the best, Talk to you later  Use a sig line that gives your name, title, and contact information  Omit a P.S. (if the is longer than a screen, a postscript could be missed)

Question: thank-you?  36 percent of employers on Monster prefer thank-you notes sent by  29 percent prefer traditional letters

Why netiquette? The electronic equivalent of a set of fussy rules that tell you … which fork to use with the salad course? Netiquette does not consist of a set of rigid rules. It encourages you to adopt a certain attitude of thoughtfulness. Gregg Reference Manual, 10th ed.

Suggested resources Available at Articles Best practices for marketing Grammar help Test your netiquette