Index

A

acronyms, using, 95

action, detailed, 35-36

announcements, important, 144

anti-phishing software, 109

apostrophes, correct usage of, 72-74

archiving, benefits of, 96

assumptions, avoiding, 135

attachment options, considering, 62-63

attachments, opening, 64-65

autoresponder, benefits of using an, 96

B

BCC, rules of, 60-62

body language, interpreting, 19

brainstorming, 120

business communication, 17

C

capital letters, overusing, 95

capitalizing, importance of, 79-81

CCing,

rules of, 58-60

unnecessary, 17

client name, filing by, 147

commas, correct usage of, 74-76

communication, business, 17

confidential information, 143

conjunctions, eliminating, 66

contractions, saving time with, 77-79

conversation, face-to-face, 51

conversations, telephone, 51

counseling, employee, 143

cultural differences,

considering, 113-116

D

data mining, 61

dialogue, engaging in, 20

discussion, inviting, 46

distribution lists, 97-98

E

emoticons,

obscure, 103-105

using, 95

emotional issues, 144

employee counseling, 143

etiquette mistakes, 17

expressive style, engaging the, 41

F

face-to-face conversation, 51

feedback, inviting, 46

files, managing your, 145

filing system, setting up your, 147-150

filters, negative, 102-103

firewalls, 98

flame, definition of a, 99-101

formal greetings, 50

formal neutral language, 31-33

G

greetings, formal, 50

H

homophones, getting hung up on, 89-92

I

IMAP, using, 139-141

inbox, zero out your, 151

individuals, results-oriented, 44

inflammatory topics, 143

information,

complex, 144

confidential, 143

instant messaging, 134-135

IP address, 98

issues, emotional, 144

J

jargon, understanding, 96-99

K

key words, mirroring, 28-31

M

marketing newsletter, planning a, 129-131

sending out a, 131-133

marketing service, finding a, 126-129

message tone, 38

mining, data, 61

misspelled words, mastering, 83-87

mistakes, e-mail, 92

modality, sensory, 31

N

negative filters, 102-103

neutral language, formal, 31-33

newsletter, marketing, 129-131

newsletters, online, 129

nice and easy style, 44

no,

hard, 39

learning to say, 39-40

P

paragraph, least important, 23

paragraphs,

prioritizing, 22-23

using short, 18

PDA, communicating on a, 137-139

phishing, avoiding, 108-110

phone, knowing when to use your, 111

policy,

creating a, 116-117

writing an e-mail, 117-119

POP, using, 139-141

privacy,

protecting, 61

respecting, 17

problem causes,

brainstorming, 120-121

evaluating, 122-123

problem solutions,

brainstorming, 123-124

problem-solving style, 48-50

product, filing by, 149

punctuation, poor, 94

R

requests,

making effective, 35-37

unclear, 94

responses, getting, 35

responsible rant, setting up a, 112-113

results-oriented individuals, 44

S

salutation, starting with a, 50-52

security blunders, 110

security, e-mail, 110-112

sensory

language, discovering the secret of, 25-28

modality, 31

style, words for, 26

sentence length, varying your, 68-69

sentence style, choosing your, 70-72

sentences,

interrogative, 71

hortening your, 65-67

stream-of-consciousness, 71

serious tone, projecting a, 48

server, using a, 63

shorthand, studying your, 136-137

signing off, rules for, 55-58

software, anti-phishing, 109

spam,

avoiding, 53

sorting through, 106-107

spelling, sharpening your, 87-89

straight-shooter style, 44

stress, causing, 61

style,

nice and easy, 44

problem-solving, 48-50

straight-shooter, 44

subject line,

crafting a, 52-55

typical, 19

subject lines, good, 18-19

surveys, benefits of, 128-129

T

telephone conversations, 51

templates, building, 127

time frame, requesting a specific, 36

time-sensitive subjects, 143

tone,

message, 38

serious, 48

unprofessional, 95

topics, inflammatory, 143

transitions,

importance of, 82-83

long sentences with, 66

typefaces, using too many, 132

U

understanding, gaining mutual, 36-37

V

verbs, power, 33-35

W

weekend check-ins, scheduling, 142

writing, effective, 38