If Shakespeare Had a Hard Drive

"If the plays had been written with a word processor on a computer that had somehow survived, we still might not know anything definitive about Shakespeare's original or final intentions — these are human, not technological, questions — but we might be able to know some rather different things... We might discover the play had originally been called GreatDane.doc instead of Hamlet.doc. We might also be able to know what else he had been working on that same day, or what Internet content he had browsed the night before (since we'll assume Shakespeare had Web access too). While he was online, he might have updated his blog or tagged some images in his Flickr account, or perhaps edited a Wikipedia entry or two. He might even have spent some time interacting with others by performing with an avatar in Second Life, an online place where all the world is truly a shared virtual stage.


...

We may no longer have the equivalent of Shakespeare's hard drive, but we do know that we wish we did, and it is therefore not too late — or too early — to begin taking steps to make sure we save the born-digital records of the literature of today."


Of all Internet activities, email is the most popular.


There are two reasons I decided to blog about email etiquette. The first one is the sheer number of people using email, especially those using it for business communications. Since you are reading this article which appears on the Web, there's a good chance you use email to communicate with others, including your boss, colleagues, clients, or prospective employers.

So, what's the second reason? Well, I receive a lot of email. A lot of it is well written. A lot of it isn't. Some messages go on and on and on, until finally the question is asked. Sometimes the length is necessary -- other times the writer could be more concise.

Some messages get right to the point ... a little too quickly. The writer wastes no time asking for what he or she needs without bothering to be polite. Some of my younger readers (I assume) use what I can only describe as some sort of shorthand, i.e. "Can U plz send info on careers?" This may be appropriate for communicating with your buddies through instant messaging, but not for writing to someone you've never met. Besides, being a little more specific might help me find the information faster.

Sometimes there are glaring errors, such as misspellings and very poor grammar. While this annoys me some, I can only imagine what a prospective employer would think when receiving a poorly written message. Because your correspondence says a lot about you, you should be aware of some basic email etiquette, sometimes known as netiquette.

Mind Your Manners

What three words have a total of only 14 letters yet carry a great deal of meaning? People may not notice these words when they're there, but if you forget to use them, you'll come across looking disrespectful and ungrateful. Give Up? These very powerful words are "Please" and "Thank You." Please take my advice. You'll thank me later.


This isn't something that especially bothers me, but there are others who are very sensitive to being addressed by their first names. When in doubt, use Mr., Mrs., or Dr. (if appropriate). When you are replying to an email and the sender of the original message has used his or her first name only, then you could safely assume it's okay to use that person's first name as well.


Don't Use that Tone With Me


Tone is a difficult thing to explain. Remember when your parents would say "Don't use that tone of voice with me, young lady (or young man)?" Your feelings come across by the way you say something. It is easy to change your tone when you're speaking. When you are writing it's very hard to do it. Whenever I write an email, I read my message over several times before I hit send. I want to make sure I come across as respectful, friendly, and approachable. I don't want to sound curt or demanding. Sometimes just rearranging your paragraphs will help.

If you're writing to someone you've communicated with before, you might want to begin by saying "I hope you are well." Email writers often use emoticons to convey a certain tone. For those of you who don't know what these are, emoticons are little faces made up by arranging parentheses, colons, and semi-colons. Use good judgement here. If you write to someone frequently and you have a less formal relationship, then emoticons are okay. If, however, you're writing to a prospective employer, stick to words only.

Avoid writing your message using all upper case letters. It looks like you're shouting. Don't use all lower case letters either. Some people say it will make it seem like you're mumbling.


Author and motivational speaker George Torok said “your body leaks messages.” That is, it’s not only what you say that’s important; it’s how you say it.


Nonverbal communication is equally, sometimes more, important in the exchange of information. Often, people understand more about what you’re trying to say from how you look than from the words you speak.

We communicate with our eyes, facial expressions, tone of voice, posture, and physical space. [This is not an exhaustive list.] Each of these behaviours influences how we exchange information.

Eye Contact

We’ve all heard the expression “the eyes are the windows to the soul.” They are also a way of connecting with the person(s) to whom you’re speaking. Making eye contact opens the flow of communication, conveys interest and confidence, and increases credibility.

Facial Expressions

If eyes are the window to the soul, then a smile is the light in the window of your face that tells people you’re at home.

Smiling is a powerful communicator, indicating friendliness, warmth, and approachability. This is how you should be communicating (even when you’re on the telephone). Be wary of facial expressions denoting anger, frustration, confusion, or boredom. If you note any of these expressions on your listener(s), you should investigate further.

Tone of Voice

How you speak, specifically the tone of your voice, conveys emotion and will affect how your message is received. Therefore, it’s important that you speak in a tone that suggests confidence.

Posture

Posture refers to the way we move our bodies – the way we sit, stand, lean, or bend. Each posture speaks volumes about your emotions and will influence the message you deliver. For example, assuming a stiff and immobile posture may suggest you are uncomfortable.

Physical Space

Physical space refers to the distance you put between yourself and the other person. This will vary based on how well you know the other person and culture. There are basically three zones – intimate, personal, and social. In North America, most business transactions take place in the social zone, which is between one to three met.
 
This information comes from a survey conducted by the UCLA Center for Communication Policy (The UCLA Internet Report: Surveying the Digital Future. UCLA Center for Communication Policy. 2001).
 
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Contributing articles Dawn Rosenberg McKay, About.com Guide, The Dish by AndrewSullivan

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