NETIQUETTE: (Continued from Page 14)

* Start with a strong subject line. Think of your subject line as the headline of an important news article. Make sure the subject line relates to the message content.
* Use the inverted pyramid form of writing. Your most important statements should appear in the first paragraph. Follow up with supporting details.
* Keep paragraphs short for easy reading. Put forth your recommendations or state the measures you will take in resolving a problem, for instance.
* Use sub-topic headings within your email message, especially if the message is lengthy. Refer to the subtopics in your first paragraph. This will provide a helpful guide for your reader.
* Ask for an action. For example, let your recipient know what you need in order to complete a task.
* When in doubt, check it out. Spell check everything or consult grammar and style manuals.
* Re-read your message one last time before you send it.

Even with the best of intentions, misunderstandings are likely to occur in almost any type of communication. Nevertheless, it is possible to repair glitches in a face-to-face dialog or even a telephone conversation before any lasting damage occurs.

In a face-to-face situation or telephone conversation you are able to change your tone of voice, to rephrase comments and/or to present body language that welcomes further communication and thus promotes understanding. Emails DON'T. Once written and sent it is permanent and at the recipients disposal at anytime until they decide to dispose of it. Keep this in mind while communicating via email.

DON'T FUEL THE FIRE - In written and telephone communications, time can soften the edge of an ill-conceived response. However, a hasty email response can remain permanently in sharp focus.

To reduce email communication problems:
* Resist the "knee-jerk" temptation to fire off a response. Calm down and think through your response. Remember you are communicating with one of our most important assets: Our customers, drivers and employees.
* Take time to re-read the original message. You might be misinterpreting the message by the sender.
* Draft a response and let it and you cool off for a time before sending it. Chances are you will reconsider your first response after a break.
* Break the cycle of message and response. Take time to make a telephone call or have a personal conversation. This can do wonders in resolving conflicts and difficulties.
* Address the issue at hand and resist "Piling On". Respond to opinion with evidence or facts that are relevant.

Another great source for most items concerning "Netiquette" is www.netmanners.com