Approved-By:  "EDTECH Moderator" <21765EDT@MSU.BITNET>
Newsgroups: bit.listserv.edtech
Date:         Wed, 9 Sep 1992 09:14:43 EDT
From:         Gleason Sackman <sackman@plains.nodak.edu>
Subject:      Communicate for Success by Sue Gier (fwd)

---------- Text of forwarded message ----------
Date: Sat, 5 Sep 1992 11:53:00 EDT
From: Interpersonal Computing and Technology <IPCT@guvax.bitnet>
To: Multiple recipients of list IPCT-L <IPCT-L@guvm.bitnet>
Subject: Forwarded from TQM-L with Permission from the Author

From: JANET WHITAKER <WHITAKER@MARICOPA.BITNET>

Netiquette guidelines from CCNEWS, the BITNIC people at EDUCOM. Permission
for reposting received from the CCNEWS Editor, 9/4/92.

Thought this might be of some interest to those who have not seen it
before.

Janet Whitaker
whitaker@maricopa.edu



>From THE COMPUTER CONNECTION, January 1991 Office of
Information Technology, James Madison University

Communicate for Success:  How to use electronic mail and bulletin
  boards effectively By Sue Gier, CONTACT: ACS_SUE@JMUVAX1

Faster than a speeding memo, more powerful than a ringing telephone,
able to leap whole continents in a single bound, electronic
communication is our super hero of the new age.  FAX machines,
electronic mail and bulletin boards are alternative tools for the
perpetual goal of successful communication.  As with more conventional
methods, electronic communiques can achieve great feats--attract
attention, inform readers, sway opinions, express feelings, and get
across the right message--but only if used properly.  Used incorrectly,
they may confuse or even alienate.

The key to success is making effective communication your primary goal.
Start by selecting the best tool for the job.  Every communication
method, including electronic communication, has its strengths and
weaknesses.  Because of the speed, convenience, and informality of
electronic communication, we tend to equate it with verbal
communication.  However, since it is a form of writing, its advantages
and restrictions are more like those of letters or memos.  Electronic
communication does not, at least with the current technology,
incorporate any elements of body language.  You cannot tell by the tone
of voice that the sender is joking.  You cannot see by the furrowed
brow that the receiver is confused.  And you cannot see ones' skin
color, age, appearance, or dress.  Only words convey the message.

Another difference between electronic and oral communication is
speaker-listener interaction.  Electronic communiques are sent as lumps
of complete thought to be read at the receiver's leisure.  You lose the
instant interaction that often clarifies oral communication, but you
gain the ability to make complete statements without interruption and
give the listener time to decide a thoughtful response.

Since electronic communication can be sent more conveniently than a
letter or memo, the sender is tempted not to choose words carefully but
to send messages on whim without weighing their implications.  Unlike a
phone call or hallway conversation, the mail message or bulletin board
posting is permanent; it can easily be printed, reproduced, forwarded,
and saved for future reference.

Another key to successful communication is to have consideration for
your readers.  With the amount of information pushed upon individuals
continually increasing, you can save them time by being clear and
concise.  A well-organized, to-the-point message is more inviting to
the overwhelmed reader than five screens full of long, single-spaced
text.  Below are some guidelines to help you to use the strengths of
electronic communication and avoid problems.


Guidelines for Effective Electronic Communication --------------------
----------------------------* Keep effective communication as your
overall goal.

* Choose the right communication tool:  telephone, electronic mail,
bulletin board, posted mail, campus mail, fax, in person, posters,
skywriting, etc.

* Be concise.

* Organize your thoughts.

* Never forget a human being is on the other end.

* Ask for clarification before jumping to conclusions. Perhaps that
seemingly outrageous message was meant to be funny or to convey a
completely different idea.

* Do not send mail or post a notice when angry or upset.

* For the main body of your text, use lines less than 65 characters
long because they are easier for the eye to follow.

* Use uppercase text sparingly because it is more difficult to read
and is needed for emphasis.  Many readers consider capital letters
the electronic equivalent of SHOUTING.  (Use the Caps Lock key or
the Lock key to switch your computer or terminal default from
uppercase to lowercase.)

* Use subheadings (all caps is fine) and lists to break up the text.

* If you are attempting sarcasm or other humor, clearly indicate so.
A common convention is to place a smiley face icon at the end of
non-serious passages.  Tilt your head to the left to view the following
example :-)

* Reading text on a person's computer screen without invitation is
like reading papers lying on their desk or in their hand.  A computer
screen may look like a television set but it isn't.


Mail Guidelines --------------* Send a different message for each
topic of discussion.  The REPLY command is a convenient way to send
an answer, but when changing topics, use the SEND command so you
can change the subject title.

* Use descriptive titles for the subject so that messages are easier to
file and retrieve.

* When responding to a message, give some indication as to the
content of the original message.  Have you ever received a reply that
just said "OK"?  OK what?  Why not, "OK, I can come next Wed."  (A
good defense for the original author is write a descriptive subject
line.)


Bulletin Board Guidelines ------------------------* Only post
messages of general interest.  If you can exchange the same
information by mail, then it is probably not of general interest.

* Clearly label the source of unoriginal text at the beginning of the
passage.

* Post a different notice for each topic of discussion.

* Post a message to only one category, not several.  Although people
may read categories selectively, others are inconvenienced when
they see the same message more than once.

* When responding to a posting, read through all of the replies first
to see if someone has already said what you wanted to.

* When responding to a posting, summarize the original posting so
that your readers understand the context.  If you choose to include
the original itself, delete all but the passages relevant to your point.
Keep it as short as possible.

* If you feel obligated to correct a posting's grammar or spelling, do
so through a discreet mail message to the author--not through a
reply on the bulletin board.

* Do not post anything that you would regret saying in a room full of
people.

*************************************************************
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