digital communications etiquette - a primer 2.0

<Organization, Location>

30m Presentation / 15m Q&A Optional Discussion

Handouts and PDF available at www.jenskiel.com/files/dce/

http://www.jenskiel.com/files/dce/

Part 1:

Email Etiquette

Digital Communications Etiquette - A Primer

> 2.5 bn global internet users, 4.3 bn email accounts> 192 bn emails per day (144 bn business, 48 bn private)> Annual email volume contains minimum of 80% spam

Emails are less permanent then printed letters

Style differs by user, easily mistaken for chatting / messaging

Composed using speaking vocabulary over writing vocabulary

Still perceived as permanent communication

Email Etiquette · Statistics and Differentiation


• Address the recipient of the email• Be aware of individual and company name• Short subject line summarizes email message (<50 chars)• Triple C: clear, compelling and concise• Communicate your message early• Make it personal, keep it simple• Use an email signature• Limit emoticons =8-0 and ALL CAPS

Email Etiquette · Composition


Email Etiquette · Contents


TO: Email is sent to one recipient only, he/she is personally addressedCC: Carbon Copy - secondary recipients are copied on the emailBCC: Blind Carbon Copy - recipient are secretly copied on the email

Avoid emailing TO multiple addresses: [email protected],[email protected], [email protected] unless recipients know eachother and need to be notified as part of a group, committee etc.

You can combine TO <your email address> and BCC additional emails fora limited “mail merge” to multiple recipients; maintains personal character

Email Etiquette · Addressing


mailto:[email protected]



Replying

• Please reply in a cordial and professional manner; addressing and signing off emulates a directed conversation

• Edit the subject line to include another recipient•Correct the subject line for clarity and typos• Be mindful on quick replies - think before you click ‘send’

•Use ‘reply all’ sparingly to avoid spamming and inbox clutter

Forwarding

• Edit emails for brevity before forwarding, be mindful of recipient’s time•Mind the privacy of email contents and sender - beware with whom you share

Email Etiquette · Replying and Forwarding


Email Etiquette · Signature


[...]

I sent you all the documents you asked me to provide.

Call me if you have questions!

Cheers,Jens

304-928-044

1Jens

Email Etiquette · Signature


Jens Kiel

Made in GermanyMarketing and Creative Strategy(304) 928-0441

www.jenskiel.com

Sent from my iPhone

Jens Kiel

Marketing and Creative Strategy

304.928.0441

www.jenskiel.com

An email signature conveys professionalism and serves as your digital business card. Don’t email without one!

http://www.jenskiel.com


A few helpful tips on sending email with your Smartphone:

• Make sure you use your work account for work emails• Use a simplified email signature “Sent from my iPhone”• The subject line should summarize the email• CC/BCC your work email• Beware auto-correct!

Email Etiquette · Smartphone


Q&A Round I.

Cold Water Challenge, Anyone?Picture is used under the GNU General Public License, all right belong to the owner of the photography

Part 2:

VOIP & Telephone Etiquette


Did you know that the telephone …

· was invented between 1854 and 1876

· went mobile in 1947

· went digital in 1974 (Arpanet)

80 million active Skype Users in 6/2014

[Source: Wikipedia / Skype Numerology]

VOIP & Telephone Etiquette · Introduction


Winning Formula: Company + Name + Time of Day + Greeting

“Universal Exports, this is Miss Moneypenny speaking. Good afternoon, how may I help you?”

Be aware of your speaking volume - speak in a quiet, conversational voice

On VOIP or internal calls, the greeting can be reduced to your introduction by name; add company on multi-user call

VOIP & Telephone Etiquette · Greeting


When leaving a voicemail, please leave a quick statement on the matter of the call, then end with your name and phone number for convenience

Keep it short, simple and easy to memorize

Although Caller ID is very common these days, remember that the other party might check check the messages hands-free or from a third-party phone

In case of urgency, please send a quick text message as follow-up.

VOIP & Telephone Etiquette · Voicemail


Turn off your ringer or phone when meetings with others

Try not place your phone on the table when meeting others

Check email or text messages only, if expected contents needs to be addressed in the meetingIn a casual setting, place it face-down on the table

At work, respect quiet zones and chose a regular ringtone

Let a person know you have them on speakerphone[Source: Essentials of Business Etiquette]

VOIP & Telephone Etiquette · Phone Use in Meetings


Q&A Round II.

Everybody likes a baby kitten!Picture is used under the GNU General Public License, all right belong to the owner of the photography

Part 3:

Social Media Etiquette


The most common platforms for Social Media:

Social Media Etiquette · Platforms


1,317,000,000 active users [750 mio mobile]

271,000,000 active users [+ 30% growth]

106,000,000 active users [out of 174 mio]

Source: Statistica, Techcrunch

360,000,000 active users [out of 1.3 bn]

Social Media Etiquette · Facebook Facts


• 50% of all internet users use Facebook• 56% of Americans won’t friend their boss on Facebook• 48% of parents do friend their kids on Facebook • 48% of people say they stalk their ex’s Facebook profile• 47% of Facebook users have profanity on their walls• 25% of all Facebook accounts don't use privacy controls

Source: CNN

Differenciate between Friends and acquaintences, avoid public postsUse settings/‘view as’ option to see how your audience sees you

Social Media Etiquette · Facebook Privacy


Use lists to make your content available to select audiences

Social Media Etiquette · Twitter


• Twitter is a whole new concept• What’s in a #hashtag• Whom do you follow• Retweets and Favorites• Direct messages• Your followers - an elusive breed• Be human - and sound like it• Limitless possibilities

• Over-Sharing and Self-Centeredness• Faith, Politics and Social Issues• Complaints and Negativity• Pretending to be a news resource like CNN, NBC or Reuters• Being a guru or fanboy - leave other individuals to their convictions• Stating to be a social media expert, have your content prove it• Sharing chain letters, lies and half-truths. Fact-check with Snopes etc.• Updates “in code” that only make sense to yourself• Sharing images that you might regret posting later on

Social Media Etiquette · What to avoid when posting


Social Media Etiquette · Success Stories


Q&A Round III.

Cheesecake, anybody?Picture is used under the GNU General Public License, all right belong to the owner of the photography

Part 3:

Singularization of the Individual Identity



home you sports

work politics

social

church

schoolfriends

Thesis

• The classic role-based multi-identity will be replaced with a singular identity• As our personal brand, this identity does represent us in all aspects of life•How and what we communicate has direct influence on our brand value

Your Feedback

In preparation of publishing an essay on this theory, I would like to encourage you to send your feedback, statements and ideas of view emailed to [email protected]

Discussion · Singularization of the Individual Identity


Made in Germany · Marketing / IT / Consulting · www.jenskiel.com

Thank you for yourtime and attention!



digital communications etiquette - a primer 2.0

Business

bn email accounts

email message

bn business

bn emails

bn private annual email

bn global internet users

writing vocabularystill

short subject line