CBP Program Business Etiquette Module 7 Internet and

CBP Program – Business Etiquette Module 7: Internet and Email Etiquette

Module 7: Internet and Email Etiquette Objectives: 1. 2. 3. 4. 5. Recommend guidelines for Internet usage in the workplace. Explain the advantages and disadvantages of using email. Explain the recommended etiquette for e-mail communication. Describe the benefits of online chat in customer care. Note the guidelines for online chat communication.

Introduction The Internet is a global network providing services to computer users around the world. The popularity of the Internet as a new communication medium has given rise to new etiquette practices that demonstrate good online manners.

Internet Usage in the Workplace Ø The internet facilitates a global marketplace and connects more than 500 million people around the world Some recommended internet usage guidelines for the workplace: n n n Do not engage in activities would could use up too much bandwidth (ex. Games) or that spread computer viruses Don’t download unproductive downloads or pirated software Delete and ignore chain letters, and avoid sexually explicit material Avoid subscribing to non-productive newsletters Keep confidentiality over the Internet and close the Internet after use Pay attention to all security-related info. And report strange activity

Email E-mail stands for electronic mail, and is used to convey messages between a sender and receiver via electronic communication networks. Here are some benefits and disadvantages of e-mail communication: Benefits Disadvantages Fast, simple, easy to use Security can be compromised Accessible from anywhere in the world Lack of technology awareness Cost-effective Technology compatibility Can be automated May not represent a legal document Integrated using a graphical format Can easily be led to misunderstandings

Netiquette Guidelines used with e-mail communication: n n n n n Make sure you are sending the e-mail to the right person Subject line should grab attention and briefly express the message contents and importance Start by using the most appropriate salutation Don’t assume your message will be for private viewing Keep e-mail short and simple Write messages using a business and professional format Use sensory language Use separate email accounts for personal messages Practice good email management

Netiquette Guidelines used with e-mail communication (continued…): n n n n Use the Urgent flag only when the message is truly urgent Don’t use an email to engage in office gossip Remember that emails provide an electronic trace of your communication Use “Out-of-Office” when you can’t check your email for a while Use return receipts carefully Don’t write in CAPITAL LETTERS! Avoid using the word urgent Use proper punctuation and grammar

Netiquette continued… n When sending an e-mail you will have the following three options (page 98): n n When replying to email, you have these options: n n n To: for the main person or people, and the ones required to take action Cc: for informational purposes only. You should inform the main recipient that copies have been sent to others. Bcc: for people that you wish to remain confidential. It’s a method to keep email addresses confidential with sending to a lot of people. Reply (to Sender): Reply to All When forwarding an e-mail, you have these options: n n Forward as attachment

Netiquette Review Everyone turn to page 136 so we can discuss the Netiquette Review…which is important for the CBP exam!

Online Chat Benefits of adding online chat to websites include: n n n Customers have immediate 24 hour service Proactively supports customer’s service and sales requests Reinforces customer relationships and increases customer satisfaction by addressing customers’ needs in a real-time fashion Capitalizes on internet sales opportunities Reduces operating costs

Online Chat Etiquette Guidelines Online Chat Guidelines: n n n n Support the core customer needs Keep sentences short, simple. Break down inform into multiple chat responses Ask the customer to hold, thank the customer for waiting Allow your customer enough time to read one response before you send another Use the different online status such as “Online”, “Away”, etc. Do not use abbreviations such as “u” and “y” Avoid the use of emoticons, such as