Table Of ContentTitle: Essential Managers-Dealing With E-Mail Title: Essential Managers-Dealing With E-Mail
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E S S E N T I A L M A N A G E R S E E S S E N T I A L M A N A G E R S
ESSENTIAL MANAGERS S ESSENTIAL MANAGERS
S
E
N
TITLES IN THE SERIES DEALING T DEALING Learn everything you need to know about
Achieving Excellence •Balancing Work & Life I
how to improve your use of e-mail.
A
Coaching Successfully •Communicate Clearly
L
Dealing with E-Mailexplains the basics of
Dealing with People •Dealing with Difficult People WITH E-m AIL
how e-mail works before moving on to
Dealing with E-Mail •Do It Now!
WITH E-m AIL
Effective Public Relations •How to Delegate M consider how to manage incoming e-mails,
Influencing People •Interviewing Skills Practical techniques show you how to make e-mail an A how to store e-mails efficiently, and how to
N
Learning to Lead •Making Decisions effective tool that enhances your business performance find filed e-mails quickly and easily. Practical
A
•
Making Presentations •Manage Your Time C G techniques demonstrate how to write
Managing Budgets •Managing Change lear text and illustrations cover every aspect E A T T A C H M E N T S
R effective e-mails, and power tips help you
of planning and organizing your e-mails
Managing Globally •Managing Meetings S
• develop a successful e-mail policy.
Managing Teams •Managing Your Boss Simple checklists enable you to reap the D S E N D E R • S T Y L E
Managing Your Career •Marketing Effectively E
Maximizing Performance •Motivating People full benefits of e•-mail technology AL V I R U S E S F I L I N G DAVID BRAKEis a journalist and Internet
I
Negotiating Skills•Performance Reviews A N consultant with over 15 years of experience in
ccessible flow charts and diagrams explore different
Project Management •Putting Customers First options for taking action and provide useful examples G S H O R T C U T S C O P I E S media technology. He has written for a wide
Reducing Stress •Selling Successfully W range of print and electronic publications,
Strategic Thinking •Thinking Creatively IT T E M P L AT E S • S E C U R I T Y includingPersonal Computer World,Which
Understanding Accounts •Writing Skills H
Printed in Computer?, andMac User. He has also worked
Writing Your Resumé ISBN 0-7894-9539-2 Hong Kong E S I G N A T U R E S
90000 - as a university lecturer.
M
A I
N F O R M AT I O N
I
Seeourcomplete product lineat L
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Essential Manager’s Manual
Managing for Excellence
Successful Manager’s Handbook
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E S S E N T I A L M A N A G E R S
D
EALING
E-
WITH MAIL
D B
AVID RAKE
C
ONTENTS
LONDON, NEW YORK, MUNICH,
MELBOURNE,ANDDELHI
4 INTRODUCTION
Project EditorNicky Munro
US EditorMargaret Parrish
DTP DesignerRajen Shah T C
AKING ONTROL
Production ControllerKevin Ward
Managing EditorAdèle Hayward E- A
IN THE MAIL GE
Managing Art EditorKaren Self
Category PublisherStephanie Jackson
DKDELHI 6 SWITCHINGOVER
TOE-MAIL
Project EditorRanjana Sengupta
EditorRimli Borooah 8 UNDERSTANDING
Project Art EditorKavita Dutta
E-MAIL
DTP DesignerBalwant Singh
Managing EditorIra Pande
Managing Art EditorAparna Sharma 12 USINGE-MAIL
Editorial ConsultantAnita Roy EFFECTIVELY
14 CHANGINGTHE
First American Edition 2003 WAYYOUWORK
Published in the United States by
DKPublishing, Inc.
375 Hudson Street 16 CHOOSINGBETWEEN
New York, New York 10014 E-MAILANDOTHERMEDIA
03 04 05 06 07 08 10 9 8 7 6 5 4 3 2 1
Copyright © 2003 Dorling Kindersley Limited
All rights reserved under International and
Pan-American Copyright Conventions. No part of
this publication may be reproduced, stored in a
retrieval system, or transmitted in any form or by
any means, electronic, mechanical, photocopying,
recording, or otherwise, without the prior written
permission of the copyright owner. Published in
Great Britain by Dorling Kindersley Limited.
A Cataloging-in-Publication record for this book
is available from the Library of Congress
ISBN 0-7894-9539-2
Color reproduction by Colourscan, Singapore
Printed and bound inHong Kong
by Wing King Tong
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2
M E- 48 MAKINGFILES
ANAGING MAIL READABLE
E
FFICIENTLY 50 ADDRESSING
THEWORLD
18 ORGANIZING
YOURMAILBOX
22 FINDING
E-MAILS
24 AVOIDINGE-MAIL
OVERLOAD
28 MANAGINGYOUR
ADDRESSBOOK 52 MEETINGCUSTOMERS’
NEEDS
30 FINDINGE-MAIL
ADDRESSES
M
AINTAINING
32 CUTTINGDOWN
ONWORK E-MAIL POLICY
34 USINGDIFFERENTE-MAIL
ADDRESSES 56 KEEPINGTRACKOFYOUR
E-MAILRECIPIENTS
38 ARCHIVING
E-MAIL 58 SECURING
E-MAIL
40 PRACTICING
SAFEE-MAIL 60 AVOIDINGLEGAL
PITFALLS
64 COMMUNICATING
FOLLOWING E-MAILPOLICIES
NETIQUETTE 66 ASSESSINGYOUR
E-MAILINGSKILLS
44 COMPOSING 70 INDEX
WITHCARE
46 COMMUNICATING 72 ACKNOWLEDGMENTS
CLEARLY
3
4
I
NTRODUCTION
The explosive growth in e-mail use has
revolutionized business communication.
E-mail provides a cheap, easy-to-use, almost
instantaneous way to communicate with people
all around the world. However, it also presents
new organizational, technical, and legal
challenges.Dealing with E-mailuses everyday
language to clearly explain the various features
of your e-mail software, shows you how to
organize your e-mail efficiently and write precise
e-mails, and clarifies the legal issues that arise
from using e-mail. With 101 practical tips and
a self-assessment questionnaire that allows you
to evaluate your e-mailing skills, this book will
help you discover the benefits that e-mail can
bring to your organization, and enable you to
employ this communication medium to the full.
5
TAKING CONTROL IN THE E-MAIL AGE
T C
AKING ONTROL
E- A
IN THE MAIL GE
Today, electronic mail is one of the most important tools of
business communication. To take full advantage of its potential,
it is essential to learn the most effective ways of using it.
S O E-
WITCHING VER TO MAIL
E-mail has become the dominant form
1
of business communication, and the Remember that,
flow of e-mail traffic is increasing constantly. like other business
Understand how this technology has changed activities,e-mail
the face of written communication, and adjust needs management.
your work practicesin response to this.
REALIZING
THE POTENTIAL
E-mail arrived in the world of business in the
mid-1990s. However, the first internet e-mail
program was created over 20 years earlier, for
use byscientists and the military. Businesses
and consumers soon grasped the internet’s
importance, especially for e-mailing, which has
been its most popular function from the start.
▲CHOOSING E-MAIL
There are now over half a billion e-mail mailboxes functioning
globally. Across most of the industrialized world, the number
of e-mails exceeds the numberof items sent by mail.
6
SWITCHING OVER TO E-MAIL
CREATING A ▲DISSOLVING DISTANCES
NEW CULTURE With the advent of the internet and
e-mail, computer users have information
The differences between e-mail and regular post from all over the world at their fingertips.
are vast. E-mail is an increasingly popular
medium of communication, which is changing
business vocabulary, ways of working, and
expectations. It is fast, cheap, and easy to send,
2
so you can write a quick line to someone around Encourage all
the world without having to print out a letter,
your business
find an envelope and the correct postage, sign,
contacts to work
seal, and mail it. The speed and simplicity has
with e-mail.
encouraged a new informalityin communications,
even in a business context.
METCALFE’S LAW
Robert Metcalfe, the inventor of Ethernet,
a type of local area network, formulated a
suisme polfe el-amwa tiol. eTxhpel alainw t hstea teexsp tlhoasti otnh ei nu ttihliety, Utility Utility = Users2
or usefulness, of e-mail rises sharply as the
number of users increases. This accounts for
the phenomenal growth of e-mail in the
world in the last few years. Today in the
Users
professional world there is hardly any
▲UNDERSTANDING
business that does not have an e-mail address.
THE GROWTH OF E-MAIL
This stage of “critical mass” has led to a chain
As more people use e-mail, non-users have more
reaction all over the world as increasing reason to sign up and there is a rise in demand.
numbers of e-mail users sign up each day. This further increases the utility of e-mail.
7
TAKING CONTROL IN THE E-MAIL AGE
U E-
NDERSTANDING MAIL
E-mail programs are packed with
3
several linked features to fulfill the Be aware that
needs of interactive communication. there are some
Acquaint yourself with these features and risks involved in
understand how e-mails are transmitted to sending e-mail.
make optimum use of this medium.
TRANSMITTING E-MAILS
4
Use a modern If you send an e-mail to a colleague in the same
e-mail program for office on the same e-mail system, the path is simple.
compatibility. The e-mail is sent to a central computer—the mail
server. Your colleague, who is connected to the
same server, is notified and opens the message.
E-mail sent via the internet is passed from your
▼SENDING AN E-MAIL server, via a chain of servers across the internet,
VIA THE INTERNET
to another server closer to your intended recipient.
E-mail travels from the sender’s computer to
In theory, an e-mail could be interceptedand read,
the Internet Service Provider (ISP) and via
internet mail servers to the recipient’s ISP. or even lost, at any point in this chain.
Sender writes E-mail routed Mail server at
an e-mail across internet recipient’s ISP
servers via existing receives e-mail
phone lines
E-mail arrives
Mail server at at recipient’s
sender’s ISP computer
forwards it
8
