Read Chapter 9.1: Text, E-mail, and Netiquette in Business Communication for Success.
This reading describes the expectations for appropriate uses, format, and 'netiquette' (i.e. etiquette on the internet) in text messages and emails as they were understood in 2010, and a caution that Internet communications have lasting traces. Another key takeaway is that face-to-face social customs influence the way people interact online. While these basics still hold true, expanding digital communication technologies, and global and e-business enterprises, present new communication perspectives and challenges for everyone, especially in intercultural contexts. For example, as you learned earlier, the Platinum Rule has replaced the Golden Rule in contemporary business thinking. There is now greater recognition of diversity in audience frames of reference, social customs, and communication patterns.
Also do Chapter exercises 2, 3, and 5. The first two exercises ask you to explore your own email for examples of well-composed and problematic messages. Try revising one problematic email to correct errors and create a more professional tone. Exercise 5 invites you to find a current example of moderation of a ‘flame war’ in a public online forum, such as Twitter or the comments section of a major news website. What actions were taken, and how effective were the actions to restore a more courteous tone?
Please comment on any of these exercises in the WENotes feed.
Your comment will be displayed in the course feed. Don't forget to look in the feed to see what others have posted.
If you wish, also read Allana Akhtar and Marguerite Ward's 2020 article in the Business Insider magazine “15 email-etiquette rules every professional should know.” This article provides additional practical tips on managing tone, humour, and different cultural communication patterns, as well as guidance on standard business format and netiquette expectations.
Optional video – Saylor Academy: Text, Email, and Netiquette. [6:48 min.] This video provides an audiovisual summary of the Chapter 9.1 reading.
View video – ClarkMorgan Insights: Rupert Munton: Use a Holistic Approach to Writing Business Emails. 4:46 min. Munton notes that email is likely the most common form of communication with clients, yet is often underrated. In his view, attention to detail from subject line to signature to ensure message clarity and an appropriate tone, conveys professionalism and can strengthen relationships with readers. Munton illustrates his point with business examples of miscommunication that can occur when one or more parts of your email is disconnected from your intended message.