工具方法 - 使用邮件沟通的注意事项

Communicating by email - A good practice guide

电子邮件交流--良好实践指南

交谈是件好事！

• 交谈是最好的沟通方式，因为任何潜在的误解都可以当场消除。这样做成本效益更高，而且有助于建立工作关系。

• 不要回避他人 - 如果有可能造成混淆，可以当面或通过电话澄清，必要时再通过 电子邮件跟进。不过，对于不太复杂的问题，简短的电子邮件可以让忙碌的人在方便时回答，而不是被打断。

• 不要认为邮件已经收到！如果是重要邮件，请使用 "回执"，并尽可能与对方核对和交谈。

• 通过电子邮件授权是行不通的！如果你在电子邮件中给别人留下指示，而他们又无法联系到你，请尽快与他们联系。确认他们是否理解并接受你的要求。工作不会因为你按下发送键就完成了！

• 不要通过电子邮件讨论机密事项。机密事宜最好通过电话或信件当面讨论。

It's good to talk!

Talking is the best form of communication as any potential misunderstandings can be cleared up on the spot. It's more cost effective and helps to build working relationships.

• Don't avoid people - If there's potential for confusion.clear it up in person or over the phone, then follow up by email if necessary. However, for less complex issues.a brief email will allow a busy person to answer at their convenience rather than be interrupted.

• Don't just assume it's been received! If it's important, use "return receipt" and also check and speak to the person where possible.

• Delegation over e-mail doesn't work! If you leave instructions for people on email when they are otherwise uncontactable, check with them as soon as you can. Check their understanding and acceptance of what you have asked for. The job's not done just because you hit the send button!

• Do not discuss confidential matters by email. Confidential matters are best discussed in person, by phone or by letter.

电子邮件需要更多的礼貌，而不是更少

争取在电子邮件中表现出与面对面时一样的礼貌。如果没有一个人表情的视觉线索，就很难准确解释话语背后的含义。更容易产生误解，任何有意或无意的冒犯都有可能升级。

• 不要在有情绪时通过电子邮件交流。如果你对某件事情反应强烈，请在 24 小时后再回复。电子邮件一经发出，就不受自己控制，很容易被转发。它们可能有意或无意地落入非故意的收件人手中，我们的言语记录可能成为不受欢迎的遗产。

• 在没有告知其他收件人原因的情况下，不要抄送给与最初讨论无关的人。在少数人之间讨论有争议的问题时，这一点尤为重要。在其他人不知道原因的情况下，就把新的人加入讨论是不礼貌的。最好先询问一下也好。

• 不要批评或诽谤他人。这一点非常重要。请勿通过电子邮件批评他人，而应就您与他人之间的问题与他交谈。如果你觉得必须在电子邮件中批评对方，请勿抄送或转发给他人。请勿在电子邮件中批评或诽谤第三方。同样，请与当事人交谈，如果是员工，请与他们或其经理交谈。

• 不要通过电子邮件说闲话。你有可能走得太远，诽谤他人，而且由于是书面形式，你可能会被送上法庭！

• 不要使用大写字母。这被视为大声喧哗。

• 不要盲目抄送。人们会认为你在保守秘密！不过，在工作场合，有些特殊情况下这样做是合理的，例如，既要让高层人员了解情况，又要保护他们的邮箱不收到所有回复。

Email requires extra politeness - not less 

Aim to be as polite in emails as you would be face to face.and then be more so. Without the visual clues of a person's expression, it is difficult to accurately interpret the meaning behind the words. Misunderstandings are much more likely and any offence caused, either intentionally or un-intentionally,is likely to escalate.

• Don't communicate over e-mail in the heat of the moment. If it's something you feel strongly about,wait 24 hours before replying. E-mails are out of your control the moment you send them and can easily be forwarded.They can deliberately or accidentally fall into the hands of unintended recipients and the record of our words could become an unwanted legacy.

• Don't copy to people unrelated to the original discussion without telling the rest of the addressees why. This is especially important when discussing contentious matters between a small number of people. It is rude to add a new person to the discussion without the others knowing why or, even better,asking them first.

• Do not criticise or defame people. This is very important.Do not criticise a person by email, speak to them about the issue you have with them. If you do feel you must criticise them in an email, do not copy or forward that to others. Do not criticise or defame third parties in emails.Again speak to the person concerned, or if a member of staff to them or their manager.

• Don't gossip by email. You are in danger of going too far and defaming people and as it is in writing you could end up in court!

• Don't use CAPITALS. It's considered shouting.

• Don't blind copy. People will think you are keeping secrets! However, in a work context there may be specific occasions where this is justified e.g. to keep a senior person informed while protecting their mailbox from receiving all the replies.

内容不要太多

• 不要发送邮件炸弹。在发送大文件之前，先告诉别人（或者最好先提供给别人）。不经检查就向别人发送大文件，可能会使他们的系统崩溃，造成极大的不便。

• 如果发送大附件，请在主题中注明文件大小。这可以让收件人看到文件大小，并选择是否检索/打开。

Size matters

• Don't send mail bombs. Tell people first before sending large files (or better still offer it to them first).Sending large files to people without checking can crash their system and cause huge inconvenience.

• If sending large attachments include the file size(s) in the Subject. This allows recipients to see the file sizes and to elect to retrieve/open it or not.

方便收件人归档和检索电子邮件

• 在 "主题 "字段中使用有意义的主题。用几个词概括内容的主题有助于收件人再次找到邮件。使用 "你好/你好 "等主题的邮件很可能会被当作垃圾邮件删除。

• 为每个新主题启动一个新的电子邮件主题。不要在关于另一个主题的电子邮件通信中间启动新主题。这样会使跟踪主题讨论的过程变得复杂。

Make it easy for recipients to file and retrieve emails

• Use meaningful subjects in the "subject" field.Subjects which summarise the content in a few words help the receiver to find the message again. Messages with subjects such as Hi/Hello are likely to be deleted as spam.

• Start a new email thread for each new subject.Don't start new topics in the middle of email correspondence about another subject. This complicates following the line of discussion of a subject.

不要让电子邮件超负荷

电子邮件超载是个大问题，会给个人带来压力，也会给企业带来效率损失。

• 考虑收件人是否真的需要邮件或附件。不要用电子邮件向公众证明你有多么聪明和忙碌。

• 使用简洁明了的邮件标题。越来越多的电子邮件是通过手机移动阅读的。收件人在快速浏览收件箱时，只会看到标题的前 4-5 个字。

• 不要不必要地增加邮件内容。设置您的电子邮件程序，在回复时包含邮件原文，这样收件人就能了解您回复的内容。不过，要尽可能多地删减重复的邮件。如果您决定编辑原文，请标明您删除/遗漏了哪些内容。

• 正确使用优先级。高优先级应仅用于紧急行动，允许收件人根据红色感叹号从浏览器中选择紧急邮件。低级应仅用于信息（向下的灰色箭头符号）。

• 除非确有必要，否则不要使用 "全部回复"。如果原始邮件是发给 "全体员工 "等大型群组的，要特别小心。小心不要误按 "全部回复"！

Don't add to email overload

Email overload is big problem, causing stress at the individual level and loss of efficiency for businesses.

• Consider whether recipients really need the mail or attachment. Don't use e-mail to prove to your public how clever and busy you are.

• Use clear succinct message titles. Increasingly emails are read on the move on mobile phones. A recipient doing a quick scan of their inbox will only see the first 4·5 words of your title.

• Don't grow mail messages unnecessarily.Set up your email program to include the original text of a message when replying so that the recipients have the context of your reply. However, trim as much repeated email as possible. If you decide to edit the original text,show where you have deleted/omitted text.

• Make proper use of the priority rating. High should be for urgent action only, allowing recipients to select urgent mails from the browser based on the red exclamation mark. Low should be used for information only (downward grey arrow symbol).

• Don't use "Reply All" unless really necessary. Be especially careful if the original mail is to a large group such as "All Staff". Be careful not to hit "Reply All” by mistake!

参考:

https://www.theiet.org/media/1632/email-guide.pdf