Know and understand characteristics, uses and constraints of email communication including acceptable language, guidelines set by an employer, the need for security, netiquette, email groups, carbon copy (cc), blind carbon copy (bcc), forward, attach

Communication – Email (Cambridge IGCSE/A‑Level ICT 0417)

1. Characteristics of Email

• Asynchronous – sender and receiver do not need to be online at the same time.
• Text‑based, with optional multimedia – plain text, hyperlinks, embedded images and file attachments.
• Address format – user@domain (e.g., j.smith@company.co.uk).
• Storage & retrieval – messages can be saved, searched and archived electronically.
• Group distribution – mailing lists or multiple recipients in a single message.
• Underlying protocols (syllabus requirement)

  • SMTP – Simple Mail Transfer Protocol – sends mail from client to server.
  • POP3 – Post Office Protocol 3 – downloads mail from server to a local device.
  • IMAP – Internet Message Access Protocol – accesses mail on the server, keeping it synchronised across devices.
  • MIME – Multipurpose Internet Mail Extensions – enables attachment of non‑text files.

2. Uses of Email in the Workplace

1. Internal communication – between staff, departments and management.
2. External communication – with clients, suppliers, partners and regulators.
3. Document exchange – reports, proposals, contracts, presentations.
4. Scheduling – meeting invitations, calendar sharing, reminders.
5. Distribution of information – newsletters, policy updates, training material.
6. Formal vs. informal contexts

   • Formal: client proposals, HR notices, legal correspondence.
   • Informal: quick team updates, casual reminders (still following basic etiquette).

7. Industry‑specific examples

   • Finance – encrypted statements to customers.
   • Healthcare – patient summaries (strict confidentiality required).
   • Retail – order confirmations and promotional newsletters.

3. Constraints & Limitations

4. Acceptable Language & Style

• Use a formal greeting (e.g., “Dear Mr Smith”).
• State the purpose in the opening sentence.
• Keep the message clear, concise and courteous.
• Avoid slang, emoticons and overly casual expressions.
• Proofread for spelling, grammar and punctuation.
• Close with a polite sign‑off (e.g., “Kind regards”, “Yours sincerely”).
• Include a professional signature with name, position, contact details and, if required, company logo.

5. Employer Guidelines for Email Use

Typical written policies cover:

• Content restrictions – no offensive, discriminatory or unauthorised confidential material.
• Corporate branding – use of approved email signatures, logos and disclaimer text.
• Record‑keeping – retention periods, archiving procedures and audit trails.
• Personal use – limited to non‑working hours and must not interfere with duties.
• Reporting – how to flag suspicious, spam or policy‑breaching messages.
• Digital signatures & authentication standards – use of S/MIME, DKIM and SPF where mandated.

6. Security & e‑Safety

• Authentication – strong passwords, two‑factor authentication (2FA) and account lockout after repeated failed attempts.
• Encryption

  • Transport Layer Security (TLS) – encrypts the connection between client and server.
  • End‑to‑end encryption (PGP, S/MIME) – protects message content and attachments.

• Virus & malware scanning – automatic server‑side scanning of all inbound and outbound attachments.
• Phishing awareness – verify the sender’s address, hover over links, never provide credentials via email.
• Digital certificates – confirm the sender’s identity (DKIM, SPF, DMARC).
• Backup & archiving – regular automated backups and secure long‑term storage for compliance.
• Data‑Protection compliance (GDPR / UK DPA)

  Data‑Protection Acts require that personal data is processed lawfully, fairly and transparently. When using email, this means:

  • Obtaining the data subject’s consent (or having another lawful basis) before sending personal information.
  • Storing emails containing personal data securely and only for as long as necessary (as defined by the organisation’s retention policy).
  • Providing a way for the data subject to access, correct or delete their information on request.
  • Ensuring that any third‑party service used for sending or storing emails complies with the same data‑protection standards.

7. Netiquette – Online Etiquette for Email

1. Reply promptly – usually within 24–48 hours.
2. Use “Reply All” only when every recipient needs to see your response.
3. Avoid ALL CAPS – it is interpreted as shouting.
4. Keep subject lines concise and indicative of the content.
5. Start a new thread for unrelated topics; avoid long “Reply” chains.
6. Respect privacy – use BCC for large distributions or when recipients should not see each other’s addresses.
7. Do not forward confidential information without permission.

8. Email Groups, CC and BCC

• To: Primary recipients who are expected to act on the message.
• CC (Carbon Copy): Recipients who need to be informed but are not required to reply.
• BCC (Blind Carbon Copy): Recipients hidden from others; useful for privacy or large mail‑outs.
• Email groups / mailing lists: Pre‑defined collections of addresses (e.g., sales@company.co.uk) that allow one entry to reach many users.
• Etiquette tip: Only CC people who truly need the information; over‑use can cause “information overload”.

9. Forwarding Email

When you forward a message, follow these steps:

• Remove any content that is not relevant to the new recipient.
• Check that no confidential or personal data is exposed unintentionally.
• Add a brief introductory note explaining why you are forwarding the email.
• Verify that attachments are still appropriate and virus‑free.
• Respect the original sender’s privacy – seek permission if the email was marked “confidential”.

10. Attachments

• Check file size – most servers limit attachments to 10–25 MB.
• Use universally readable formats: PDF, DOCX, XLSX, JPG, PNG, MP4.
• Rename files descriptively (e.g., ProjectReportQ32025.pdf).
• Scan attachments for viruses before sending.
• For very large files, use a secure cloud link (OneDrive, Google Drive) and set appropriate access permissions.
• Be aware of prohibited file types (e.g., .exe, .bat, .js) that many organisations block for security.

11. Reporting a Suspicious Email (Step‑by‑Step Checklist)