Use of Electronic Mail Within the University
General Information
The use of electronic mail (e-mail) is now a formal and standard mode of communication within the University. Its use will continue to increase.
The following principles have been established to assist staff in the productive use of e-mail. They represent the University's approach to 'netiquette' (etiquette on the 'net'). These principles clearly do not address all issues affecting use of e-mail in the University. However, they represent some simple guidelines for ensuring that internal use is productive.
External Resources
For more detailed examples and general discussion of 'netiquette', the following sites are recommended reading
These resources list helpful hints for improving electronic communication in a general sense.
University Email Principles
The following principles are listed specifically for University communication:
- E-mail should be seen as equivalent to written work and subject to the same
considerations.
Users should note that the University policies and guidelines on Use of University Information Technology Facilities, Academic Integrity and Equal Opportunity apply to all e-mail communication. Users should also remember that contract and agreements made using e-mail are contractually binding. Defamation and copyright laws apply to e-mail communication and litigation is possible.
Staff should develop an effective electronic filing system for e-mail to ensure that information relating to key decisions is readily available.
- Using Large Distribution Lists
Information Technology resources are costly and it is a false assumption that because it is easy to send material to a large number of people it is also not demanding of resources. Some distribution lists may contain thousands of recipients. Users should take care when responding to e-mail involving large distribution lists that they do not unintentionally reply to all members on the distribution list.
Take care with the use of 'cc' e-mails. If people don't need to act on an e-mail, then it is unlikely they will read it, save time by not sending it to them. If action is required, it is best to state this explicitly.
There are situations where an e-mail message can be lost on the Internet, sending an e-mail does not guarantee that the person has received the e-mail.
- Consider Your Reader
Do not presume that your reader has experience in using e-mail. It is therefore recommended that senders minimise use of attachments and make any instructions as simple as possible.
You should not presume that your reader possesses up to date equipment and has the same software capability as exists on the latest computers.
- Keep Subject Line Specific and Relevant
Users receiving a large volume of e-mail will initially identify e-mail by subject lines and name of sender. Pay particular attention to the subject line, it will provide readers with a reason to read your message. You should use terms such as 'urgent' in association with a message with care.
- You need to communicate the same message to more than two or three people.
- You want to communicate in writing, and time is important
- You are not sure whom the message needs to go to. You can send something with a request for the message to be forwarded if inappropriately addressed. The details of the message can be forwarded with ease.
- You receive a query that has been directed to you incorrectly. Remember though, that forwarding messages verbatim is not always a good idea. An explanation is nearly always necessary, and ensuring that the context of any forwarded message is preserved is essential.
- Avoid having arguments on e-mail. The lack of interpersonal cues can lead to serious disagreements unnecessarily.
- If you need feedback immediately, interpersonal contact will provide more cues.
- If you need to be absolutely sure that someone has understood you, increased interpersonal cues (as in phone or face to face communication) may be helpful
- If you need to give someone an opportunity to say no, phone or face to face communication may be more appropriate. Remember that nonverbal communication accounts for by far the major part of the meaning that is communicated in face to face situations, and these nonverbal cues are not present in electronic text on its own. E-mail, therefore, places an increased importance on the message.
Using Attachments
If you plan to circulate an attachment via e-mail (eg a word processing document or a spreadsheet) you should pay particular attention to the version of the software used to save the word processing document or spreadsheet.
If the material to be sent via e-mail within the University of South Australia is a word processing document you should include two attachments with your e-mail. One attachment should have been saved in MS Word version 6 for PCs and the other attachment saved in MS Word version 5.1 for Macintosh. This will ensure that the maximum number of readers will be able to access the material. You should note that MS Word version 6 for PCs and MS Word in Office 95 for PCs (called Word 7) produce documents in the same format. If you are using Office 97 for PCs pay particular attention to the format of the saved document, Office 97 defaults to a format which is not compatible with MS Word version 6 or 7.
If the material to be sent via e-mail is an Excel spreadsheet you need only include one attachment with your e-mail. That attachment should have been saved in MS Excel version 5 if using a PC or MS Excel version 5 if using a Macintosh. You should note that MS Excel version 5 for PCs and MS Excel in Office 95 for PCs (called Excel 7) produce documents in the same format.
If you are sending attachments externally you should indicate the version numbers and types of any attachments.
Using Acronyms
Acronyms should be used with care. While most University staff would be familiar with the wide range of acronyms in use within the higher education sector, there are many documents circulating on the Internet with details of shorthand and acronyms for e-mail use. These should be avoided. They were mainly produced by technocrats for technocrats.
Message Length
Limit your message to one screen of text if possible. This will vary on other's machines, but is a helpful guideline for you when considering the length of a message.
Address Email Messages Appropriately
If a manager has a secretary or personal assistant, direct diary and meeting enquiries to them. This will keep the manager's e-mail down and improve the chances of a quicker response.
Include a signature file on all e-mail. This signature file should include the name of the sender, organisation, title, e-mail address, phone number, fax number and the university or cost centre URL.
Know When to Use Address Email
Email does not replace face to face communication. It is a useful form of communication when:
However, e-mail is not always the best form of communication. It has some limitations which users should remember. The following examples should be noted.