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

• Electronic message sent via the Internet or an intranet.
• Asynchronous communication – the sender and receiver do not need to be online at the same time (contrast with synchronous tools such as instant messaging).
• Can contain plain text, formatted text, hyperlinks and file attachments.
• Each user has a unique address in the form user@domain.
• Messages are stored on a mail server and can be accessed from any device that can connect to that server.
• Typical maximum attachment size is 10 – 25 MB (varies by provider).
• Underlying protocols (AO1 knowledge):

  • SMTP – Simple Mail Transfer Protocol, used to send mail from the client to the outgoing server.
  • POP3 – downloads mail from the server to the client (local copy only).
  • IMAP – synchronises mail between server and client, allowing access from multiple devices.

2. Uses of Email in Business and Education

• Internal communication between staff, departments, student groups and clubs.
• External communication with clients, suppliers, partners, exam boards and other organisations.
• Distribution of newsletters, circulars, promotional material and school notices.
• Submission of assignments, reports, project files and other assessment evidence.
• Scheduling meetings, sending calendar invitations and confirming appointments.

3. Constraints (Limitations)

• Size limits – large files may need to be compressed or sent via a file‑sharing service.
• Spam, phishing, spoofing and malware – can compromise security and privacy.
• No non‑verbal cues – tone can be misinterpreted without facial expressions or voice.
• Internet dependence – outages prevent sending or receiving messages.
• Legal & regulatory requirements – data‑retention, confidentiality and data‑protection legislation (e.g., GDPR, UK Data Protection Act).

4. Acceptable Language & Employer/School Guidelines

Most organisations provide a written email policy. The key points are summarised in the checklist below.

Example of a Proper Business Email

Subject: Project Update – Phase 1 Completed
Dear Mr Smith,
I am pleased to confirm that Phase 1 of the XYZ project was completed on 30 Nov 2025. The attached report summarises the outcomes and next steps.
Please let me know if you require any further information.
Kind regards,
Jane Doe
Project Coordinator
ABC Ltd.
Mobile: +44 7700 123456

5. Security & e‑Safety (Risk‑Mitigation Checklist)

1. Strong authentication – use a unique password and enable two‑factor authentication (2FA).
2. Encryption – apply S/MIME or PGP encryption for confidential messages and attachments.
3. Verify the sender – check the full email address for miss‑spellings before opening links or attachments.
4. Beware of phishing & spoofing – never supply personal or financial details in response to an unexpected email.
5. Malware protection – scan all attachments with up‑to‑date anti‑virus software; avoid opening macro‑enabled files unless the source is trusted.
6. Spam‑filter settings – use the provider’s spam filter, add trusted senders to a safe‑sender list, and block unwanted domains (blacklisting).
7. Data‑protection legislation – handle personal data in line with GDPR / Data Protection Act; store or delete emails according to the organisation’s retention policy.
8. Software updates – keep operating system, email client and security software current.
9. Report incidents – forward suspicious emails to the IT or e‑safety officer immediately.

6. Netiquette – Good Email Practice

• Keep the email brief; use short paragraphs and headings where appropriate.
• Use bullet points or numbered lists for complex information.
• Reply promptly – usually within 24 hours for business correspondence.
• Use Reply when only the original sender needs to see your response; use Reply‑All only if every recipient must read it.
• Respect privacy – choose CC for transparency, BCC for discreet distribution (e.g., large mailing list).
• Do not forward chain letters, jokes, memes or unrelated material.
• Give attachments clear, relevant file names and ensure they are within size limits.
• Avoid ALL CAPS – it is interpreted as shouting.
• Common mistakes to avoid:

  • Forgetting to remove the original email thread when forwarding confidential information.
  • Using an informal greeting (“Hey”) in a formal business email.
  • Sending an email to the wrong address because of auto‑complete errors.

7. Email Functions

8. Email Groups & Distribution Lists

• Pre‑defined addresses (e.g., sales@company.com or year12students@school.edu) deliver a single message to many users.
• Ideal for newsletters, announcements, project updates and classroom communications.
• Ensure the purpose of the group is clear and that members have consented to receive the messages.

9. Retention & Archiving

Organisations are required to keep certain emails for a defined period (often 6 months to 7 years) to meet legal and regulatory obligations. An email retention policy should state:

• Which types of email must be archived (e.g., contracts, financial correspondence).
• How long they are retained and when they are securely deleted.
• The method of archiving (server‑side storage, dedicated archiving software, or export to secure media).