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Since the arrival of e-mail, much of our communication has been sent in this way. It’s a fast and popular way of communicating but we need to guard against becoming sloppy and careless.
Whether intended or not, your written word creates an impression. E-mail with spelling errors coupled with poor layout and a messy signature will negatively affect your desired outcome. However, you can ensure that you create a good impression and reach your objectives, by adhering to a few simple rules of etiquette.
The publication content is aligned to Unit Standard 114984, NQF Level 3 with 2 credits.
 Target Market
The publication is aimed at people who need to:
- Improve their electronic communication
- Learn how to structure e-mail in a more constructive way
- Phrase e-mails to ensure a response from the recipient
- Learn the etiquette rules of e-mail
- Make sure their e-mails are read
- Increase work productivity and effectiveness
Outcomes
On completion the learner should be able to:
- Explain etiquette, conventions and compliance issues relating to electronic communications
- Organise and set parameters for a mailbox
- Use an electronic communication system to send and receive electronic mail
- Manage the messages in an electronic mail facility on a workstation
Programme Includes
- Interactive exercises to test understanding of concepts covered
- Self-assessment at the end of each module
- Practical examples of the concepts discussed
- Printable tips and forms for: Planning an e-mail; Common spelling errors; Common grammar errors; General language usage tips; E-mail etiquette rules; A generic e-mail policy.
- Step-by-step simulations to demonstrate: Composing and sending e-mail; Setting up a spellchecker; Creating a signature; Creating an address book; Attaching a file; Attaching a file using copy and paste; Attaching a file from within a doc; Creating and deleting folders.
Course Content
1. Planning the Message in Five Easy Steps
- Deciding when to use e-mail
- The secret is in the planning
- Step 1: Know the purpose of the message
- Step 2: Identify the target audience
- Step 3: Choose an appropriate communication style
- Step 4: Address the reader’s needs
- Step 5: Choose a punchy subject heading
2. Creating the Message
- Moving beyond writer’s block
- The upside-down pyramid
- Style guidelines
- Addressing your e-mail message
- Message formats
- Setting the right tone
- Layout and design
3. Reviewing the Message
- Preparing for send-off
- Setting up your e-mail spell checker
- Abbreviations and acronyms
- Punctuation
- Attachments
- The “read receipt” function
- Signature
4. Organising and Managing Mail
- Taming your inbox
- Setting preferences
- Spam
- Viruses
- Hoaxes and chain letters
- E-mail etiquette rules
5. Sending and Receiving Mail
- Getting started
- Composing and sending a new message
- Receiving mail
- Important e-mail terminology
6. Compliance Issues
- The importance of an e-mail policy
About the Authors
Vanessa Witten and Nanda Klapwijk are business partners at JiT learning solutions – a training provider that delivers a diverse range of quality training and assessment services. For more information, visit www.jitls.co.za
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