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Preface

Preface

E-mail: Communicate Effectively is the result of our work with organizations facing the challenges of communicating in the new millennium. As e-mail use increases, so do performance issues about this still misunderstood communication medium.

In 1999, we formed E-mail E-mmunities, Inc. By conducting ongoing research and by staying up to date with literature and organizations, we have been able to determine individual performance and organizational needs around electronic communications. Our goal is to help build healthy and productive electronic communities through effective and responsible communication.

This book is intended for anyone who uses e-mail at work. It can be used as a self-study guide or as a supplement to training. The book can also be used to teach and coach others.

Chapters 1 through 4 provide a foundation for effective and responsible e-mail use.

  • Chapter 1, E-mail: The Good, the Bad, & the Ugly, sets the stage for understanding the advantages and disadvantages of e-mail.

  • Chapter 2, Business Netiquette: Being a Good E-mmunity Netizen at Work, presents some simple Internet etiquette guidelines and solutions.

  • Chapter 3, E-mail IS Business Writing: Composing Letters, Memos, and Notes at Work, presents simple strategies for writing e-mail.

  • Chapter 4, Managing the Barrage of E-mail: Using a System to Organize, Process, and Declutter, presents ways to help you organize, process, and declutter your e-mail.

In Chapter 5, The Heart and Soul of E-service: Using E-mail to Enhance Customer Service, the core skills from the first four chapters are applied to customer service. E-mail has become a key customer service tool, but rarely are we taught to use it to build relationships with internal and external customers. This chapter presents a process for using e-mail to build loyal customer partnerships.

In the appendix, a Style Guide for E-mail: Standards for Effective E-mail Communications, we provide standards and guidelines to help you develop your own professional e-mail style.

To support our ongoing research, we invite you to share your e-mail experiences with us. You can contact us through our Web site at www.emailemmunities.com.

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