Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume III, Issue 8

Date: August 1, 2002 - *The 10 Commandments of E-Mail - Part II

As promised, we are continuing with the commandments. We hope that you are practicing, incorporating, and sharing these with your team. Following are the next four.

3. Thou shalt never send e-mail when furious or exhausted The corporate world has thoroughly absorbed the strange lesson that it's good in most cases to overcommunicate. E-mail encourages this dangerous fallacy because of its ease of use.

Fight this tendency by ignoring all but the most essential information about time-sensitive events, activities, and plans. All business communications should be action-centered. If a communication doesn't lead to an action, consider not reading it or sending it.

4. Thou shalt never substitute e-mail for a necessary face-to-face meeting. When you're trying to persuade someone to do something, or someone wants to persuade you, there is no substitute for a face-to-face meeting, where possible.

5. Thou shalt never delete names from thy address book Keep an up-to-date address book. Create standard headers and footers for your messages.

6. Thou shalt never forward chain e-mail A particularly virulent form of this disease is the e-mail picture, where someone with more time than he should have has played with x's and o's on his screen until the result is faintly representative of some humorous image. Don't encourage this lazy form of communication.

QUOTE OF THE MONTH: The weakest ink lasts longer than the strongest memory.

*paraphrased from The Ten Commandments of E-mail (Harvard Communications Update, March 1999, Volume 2, #3)

2002 Human Technologies Global, Inc. www.human-technologies.com. All rights reserved

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