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

1. Characteristics of Email

Email is an electronic messaging system that allows users to send and receive messages over a network. Key characteristics include:

• Asynchronous – the sender and receiver do not need to be online at the same time.
• Text‑based with optional multimedia (attachments, embedded images, hyperlinks).
• Addressed using a unique email address (user@domain).
• Can be stored, searched and archived electronically.
• Supports group distribution via mailing lists or multiple recipients.

2. Uses of Email in the Workplace

Typical uses of email in a business environment include:

1. Internal communication between staff and departments.
2. External communication with clients, suppliers and partners.
3. Sending and receiving documents, reports and presentations.
4. Scheduling meetings and sharing calendar invitations.
5. Distributing newsletters, policy updates and promotional material.

3. Constraints and Limitations

While email is versatile, it has several constraints that users must be aware of:

4. Acceptable Language and Style

Professional email etiquette requires clear, concise and courteous language:

• Use a formal greeting (e.g., “Dear Mr. Smith”).
• State the purpose of the email in the opening sentence.
• Avoid slang, emoticons and overly casual expressions.
• Proofread for spelling and grammar errors before sending.
• Close with a polite sign‑off (e.g., “Kind regards”).

5. Employer Guidelines for Email Use

Most organisations provide a written policy that covers:

• Appropriate content – no offensive, discriminatory or confidential material unless authorised.
• Use of corporate signatures and branding.
• Retention periods for business records.
• Prohibited personal use during work hours.
• Procedures for reporting suspicious or unwanted messages.

6. Security Needs

Ensuring email security protects both the individual and the organisation:

• Authentication: Strong passwords and, where possible, two‑factor authentication.
• Encryption: Use of TLS for transmission and PGP or S/MIME for sensitive content.
• Virus scanning: Automatic attachment scanning by the mail server.
• Phishing awareness: Verify sender identity before clicking links or opening attachments.
• Backup: Regular archiving of important correspondence.

7. Netiquette – Online Etiquette for Email

Good netiquette promotes effective and respectful communication:

1. Reply promptly, usually within 24–48 hours.
2. Use “Reply All” only when necessary.
3. Avoid using ALL CAPS – it is interpreted as shouting.
4. Keep subject lines clear and relevant.
5. Limit the use of “Reply” chains; start a new thread for unrelated topics.

8. Email Groups, CC and BCC

Understanding the purpose of each field helps manage information flow:

• 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 respond.
• BCC (Blind Carbon Copy): Recipients hidden from other recipients; useful for privacy or large distributions.
• Email Groups/Mailing Lists: Pre‑defined sets of addresses that allow a single entry to reach many users.

9. Forwarding Email

When forwarding a message, consider:

• Removing unnecessary original content to protect confidentiality.
• Adding a brief note explaining why the email is being forwarded.
• Checking that any attachments are still relevant and safe.

10. Attachments

Attachments extend the functionality of email but must be managed carefully:

• Check file size – many servers limit attachments to 10–25 MB.
• Use common, universally readable formats (PDF, DOCX, JPG).
• Rename files descriptively (e.g., “ProjectReportQ32025.pdf”).
• Scan attachments for viruses before sending.
• Consider using cloud links for very large files.