Support: Groupwise E-mail Etiquette

Most people at OHSU are using GroupWise e-mail as their main method of communication. E-mail is easy to send and does not depend on both parties being available at the same time. It even provides a written record. However, it is important to remember e-mail pitfalls, and learn how to avoid them. Here are some simple e-mail etiquette guidelines to help you send clear, concise, non-offensive e-mail.

Sending Messages

• Addressing
• Be careful to select the correct name from the Address Book. Many OHSU names are similar (sometimes even identical!), so be sure you are sending your message to the right person. It often helps to utilize the department field in the Address Book to help with this.
• Use To: CC: and BC: appropriately to help recipients understand their role in the message.
• Subject lines
• Always include a subject line in your message
• Make the subject line meaningful AND succinct.
• Message Content and Length
• Above all, be respectful. Different people have different ideas of what is acceptable in e-mail communication.
• After typing your message, run the GroupWise Spell Check feature. Spell Check is available when the cursor is in the message area. It can be found on the Toolbar, from the Tools menu, or by pressing Ctrl-F1.
• Proofread your message before sending. Any time spent on making your message clearer is well spent. Generally, avoid the following "possible pitfalls" which are subject to misinterpretation.
• Sarcasm, irony, and other forms of humor - unless you really know the person. (See "Missed Signals" below)
• Expressing anger, sometimes called "flaming". Remember, if you immediately regret sending an e-mail, GroupWise can give you a second chance, if you're quick!
• First, make sure your recipient hasn't opened the message, by clicking on the Show Sent Items icon on the toolbar.
• Select the message you sent and choose File > Properties to see the status of the message.
• If it hasn't been opened, right-click the message and choose Resend. (Mac users: Double-click the message.) Take the anger out of your message and resend it.
• Typing your message in ALL CAPS - It is extremely difficult to read and is considered SHOUTING. Although a short stretch of all uppercase can be used to emphasize a point.
• Keep messages succinct and relevant. Remember, most people receive several e-mails a day. Be considerate of their time.
• Consider writing any requests, action items or critical information first, then elaborate further down in the body of the message. Use of bullets and numbers can help recipients get the point quickly.
• "Spamming" - Broadcasting e-mail messages to multiple e-mail lists and individuals regardless of their possible interest in the messages is called "spamming". Polite e-mail users do not send "spam" e-mail. The same can be said of chain letters or "make money fast" messages.
• Virus Hoaxes - Many virus hoax e-mails are sent out through the Internet. Never pass on messages about viruses without calling ITG at 4-2222 to confirm it's validity. They are responsible for examining the virus and sending a virus alert to all OHSU GroupWise accounts.
• Attachments
• When sending attachments, remember to tell people the format of the attachments; e.g., Excel, Visio, Project, Word.
• Ask permission before sending an off-campus recipient an attachment. Sending large files within the OHSU network does not usually cause any problems, but could cause a problem or take a long time to download outside of OHSU. Learn how to "zip" or compress large files for these purposes.

Replies

• Include the original message to provide a context. Remember, e-mail is not as immediate as a phone conversation and the recipient may not recall the contents of the original message.
• Reply to Sender vs. Reply to All - Most of the time "Reply to Sender" is sufficient. Don't clutter a recipient's mailbox with unnecessary replies. Reply "Rule of Thumb":
• When a sender is requesting or providing information to several recipients, use "Reply to Sender".
• When several individuals are involved in an e-mail discussion, then "Reply to All" is appropriate.
• Never use "Reply to All" when you do not know everyone on the e-mail list

Signatures

GroupWise has a feature that will add your contact information automatically. Go to Tools > Options > Environment > Signature (Mac users: Edit > Preferences > Environment > Signature) to add a custom signature. You can also  choose to "Always add signature", "Prompt before adding signature", or turn the feature off.
• Always use a signature if the recipient does not know who you are. The signature should include your full name, title, department, organization, and alternative means of contacting you (phone, fax, address).
• Keep your signature short - four to seven lines is appropriate.
• GroupWise allows you to add quotes or strings to your signature. This can add a little personality if done carefully. Consider following these basic guidelines though:
• Keep it short
• Definitions of "offensive" vary widely. Avoid quotes that might offend people on the grounds of religion, race, politics or sexuality.

Courtesy

• Check your e-mail regularly and reply to people in a timely manner
• Include enough information. Sending messages like "Word isn't doing what I want it to do" or "Where is my order?" do not give the recipients very much to work with. Provide details.

Missed Signals

Although e-mail is very close to having a conversation, visual and auditory cues are missing. A sentence stated with a certain tone or gesture can take on a completely new meaning when used with a different tone or gesture. To get around this lack of  "body language" and tone, e-mail users have come up with "Emoticons", sometimes known as "Smilies". Emoticons are simple strings of characters interspersed in e-mail messages that convey visual and auditory cues. The most common example is :-). Lean to the left and you'll see a smiley face. Other common examples are:

                        ;-)  Wink (light sarcasm)

                        :-(   Frown (unhappy)

Emoticons are usually found at the end of a sentence and typically refer back to that sentence. Use emoticons sparingly and only if you feel a statement could be misinterpreted.

Learn the Software

Know the capabilities of the e-mail application you are using. Taking a class or reading appropriate material can help you make your message clearer (for example, using Sent Item properties to Request a Reply from a recipient, or setting a message to High Priority).

And Finally...

Follow OHSU's e-mail policy from the "OHSU Acceptable Use of Computing Resources Policy". This policy can be found at: http://www.ohsu.edu/computeraccess/acceptable.html