digital communications etiquette - a primer 2.0
DESCRIPTION
An introductory workshop session to help transpose your analog skills for application in a digital world. As the media of communication have changed, so has the way we communicate within them. It demonstrates how to communicate your message clearly across different media and platforms, and circumvent the pitfalls of email communication and social media.TRANSCRIPT
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<Organization, Location>
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30m Presentation / 15m Q&A Optional Discussion
Handouts and PDF available at www.jenskiel.com/files/dce/
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Part 1:
Email Etiquette
Digital Communications Etiquette - A Primer
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> 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
Digital Communications Etiquette - A Primer
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• 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
Digital Communications Etiquette - A Primer
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Email Etiquette · Contents
Digital Communications Etiquette - A Primer
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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
Digital Communications Etiquette - A Primer
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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
Digital Communications Etiquette - A Primer
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Email Etiquette · Signature
Digital Communications Etiquette - A Primer
[...]
I sent you all the documents you asked me to provide.
Call me if you have questions!
Cheers,Jens
304-928-044
1Jens
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Email Etiquette · Signature
Digital Communications Etiquette - A Primer
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!
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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
Digital Communications Etiquette - A Primer
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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
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Part 2:
VOIP & Telephone Etiquette
Digital Communications Etiquette - A Primer
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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
Digital Communications Etiquette - A Primer
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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
Digital Communications Etiquette - A Primer
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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
Digital Communications Etiquette - A Primer
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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
Digital Communications Etiquette - A Primer
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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
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Part 3:
Social Media Etiquette
Digital Communications Etiquette - A Primer
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The most common platforms for Social Media:
Social Media Etiquette · Platforms
Digital Communications Etiquette - A Primer
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]
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Social Media Etiquette · Facebook Facts
Digital Communications Etiquette - A Primer
• 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
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Differenciate between Friends and acquaintences, avoid public postsUse settings/‘view as’ option to see how your audience sees you
Social Media Etiquette · Facebook Privacy
Digital Communications Etiquette - A Primer
Use lists to make your content available to select audiences
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Social Media Etiquette · Twitter
Digital Communications Etiquette - A Primer
• 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
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• 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
Digital Communications Etiquette - A Primer
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Social Media Etiquette · Success Stories
Digital Communications Etiquette - A Primer
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Q&A Round III.
Cheesecake, anybody?Picture is used under the GNU General Public License, all right belong to the owner of the photography
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Part 3:
Singularization of the Individual Identity
Digital Communications Etiquette - A Primer
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Digital Communications Etiquette - A Primer
home you sports
work politics
social
church
schoolfriends
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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
Digital Communications Etiquette - A Primer
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Made in Germany · Marketing / IT / Consulting · www.jenskiel.com
Thank you for yourtime and attention!