ALS 20-6 AFH 33-337 The Tongue and Quill Chapter 12 Electronic Communications and Social Media

Social news and bookmarking:

A forum where users share social news trends. It's common to see social news feeds combine social bookmarking on news-related items. This allows users to manage content by preferences.

web page

An electronic document available on the Internet or an intranet that is viewable using a web browser (see browser, Internet and intranet). website—A collection of related web pages.

Things to Consider when using Social Media:

1. Airmen are encouraged to tell their unique Air Force stories. a. You are personally responsible for what you say and post—in all media at all times. b. Be honest about your unit and mission (without violating OPSEC). c. Consider how a post can be interpreted by the public. 2. Be cautious with the line between "funny" and "distasteful." a. Your "funny" may be "distasteful" or offensive to others—see 1. a., above. b. When in doubt, err on the side of caution and leave it out. 3. Respect yourself, other Airmen, and your Air Force with what you post: the spoken word can never be taken back; social media magnifies this fact.

Social Media Tips

1. Obey applicable laws 2. Be you 3. Respect, respect, respect 4. Personal security.

The Ten Commandments for Computer Ethics

1. Thou shalt not use a computer to harm other people. 2. Thou shalt not interfere with other people's computer work. 3. Thou shalt not snoop around in other people's files. 4. Thou shalt not use a computer to steal. 5. Thou shalt not use a computer to bear false witness. 6. Thou shalt not use or copy software for which you have not paid. 7. Thou shalt not use other people's computer resources without authorization. 8. Thou shalt not appropriate other people's intellectual output. 9. Thou shalt think about the social consequences of the program you write. 10. Thou shalt use a computer in ways that show consideration and respect. SOURCE: http://computerethicsinstitute.org/publications/tencommandments.html. Used in accordance with guidance from the Computer Ethics Institute.

Location-based social networks:

Allows users to check-in and connect with people as they explore a particular place (e.g., Foursquare).

organizational e-mail account

An e-mail account used to receive and send messages on behalf of an organization. This type of account allows an organization to maintain a single address for correspondence despite changing responsibilities within that organization.

More social sharing options:

Blogs, status updates, tweets, pins, videos, photos and pod casts are used to share thoughts and ideas with global social media users. The emergence of social sharing brings together all of these communication products to provide Airmen and the general public with multiple avenues for discussing trending topics.

netiquette

Commonly accepted etiquette used when communicating over a computer

Twitter® chat

Discussion that occurs on Twitter® around a specific hashtag at a specified date and time.

A professional e-mail has three distinct qualities:

FOCUS, FOCUS, and FOCUS (focused, organized, clear, understandable and supported).

Official E-Mail: An Example

From: [system-generated user information] To: [appropriate organizational account, individuals, or distribution list for ACTION] Cc: [as required for INFORMATION] Subject: INFO: Air Force Doctrine Update Date: [system-generated date-time group] [Greeting], BLUF: Effective 29 Oct 13, all Air Force Doctrine Documents (AFDDs) have been rescinded and replaced by core doctrine volumes and doctrine annexes. - Core doctrine is categorized into five volumes: Volume I, Basic Doctrine; Volume II, Leadership; Volume III, Command; Volume IV, Operations; and Volume V, Support - Each core doctrine volume is supported by one or more annexes. - For further information, go to https://doctrine.af.mil/. //SIGNED// WILLIAM B. MITCHELL, Colonel, USAF Director, Doctrine Development LeMay Center for Doctrine Development and Education Voice: DSN 493-0000 / Comm (334) 953-0000 FAX: DSN 493-0001 / Comm (334) 953-0001 [email protected]

Circles

Groups and organizes friends, colleagues and acquaintances on Google™+.

Official E-Mail

Official e-mail consumes a large part of the day for many Airmen. We can accomplish a great deal by e-mail, especially with those who are at a distance. E-mail can be particularly useful for electronically staffing official documents, ideas and initiatives. If properly managed, e-mail coordination and staffing can increase efficiency

Emoticons.

Social media and e-mail messages frequently include emotional icon or emoticons within the text of the message to convey a sense of emotion that would be evident if the message were delivered face to face. Emoticons can be very useful; but their use should be restricted to personal messages—they have no place in official communications.

Mobile platforms and applications are booming:

Telephones have evolved into modern multi-functional smartphones capable of taking photos and videos that can be uploaded to many social networking websites. Social apps are helping mobile and tablet users connect with friends and family members so they can share real-time information from any location.

The "BLIND" Organization Method

When your space is limited by a form or process, the BLIND method of organization places emphasis on the bottom line followed by additional key elements. -BLUF simply translates to "bottom line up front" with no set format for what follows • BL = Bottom Line • I = Impact on the organization • N = Next steps to be taken • D = Details to support the bottom line and any significant discussion points

Professional or official e-mail is_____________________________

different from personal e-mail—it's more like a business memo.

Internet Relay Chat (IRC)

A communications program that allows real-time text-based conversations along multiple users.

list server

A computer running an electronic mailing list subscribed to by individuals with some common area of interest. Individuals typically subscribe by sending an e-mail asking to be placed on the list. Once added to the list, subscribers automatically receive messages sent to the list by other subscribers and may send their own messages to the list which are then relayed to all other subscribers.

server

A computer that responds to requests for information from client computers—see client. web browser—See browser.

modem

A device allowing a computer to send and receive data over telephone lines.

frequently asked questions (FAQ)

A list of questions and corresponding answers focusing on a specific topic. The FAQ is typically provided to members of a community to avoid the repetitious answering of questions asked by new users.

hypertext

A method for storing, retrieving, and presenting information based on the processing power of computers. Allows computerized linking and almost instantaneous retrieval of information based on a dynamic index.

newsgroup

A network service allowing individuals to post, read messages, and respond to messages posted by other users. Newsgroups may be moderated or un-moderated. If the newsgroup is moderated, messages may be removed by the moderator and user posting privileges controlled by the moderator.

intranet

A network with restricted availability. An intranet may provide web pages, printing and e-mail services similar to those available using the Internet, but only for a restricted set of users. Most military bases run an intranet that is only available to personnel on that base.

local area network (LAN)

A system occupying a relatively small geographic area providing digital communications between automated data processing equipment, such as computers and printers.

Instant Messaging (IM)

A type of communications service that enables you to create a kind of private chat room with another individual in order to communicate in real time over the Internet, analogous to a telephone conversation but using text-based, not voice-based, communication. Typically, the instant messaging system alerts you whenever somebody on your private list is online. You can then initiate a chat session with that particular individual.

Content Organization

A typical official or professional e-mail is brief and provides information or direction clearly. Some e-mails may be lengthy but should be clearly organized so that the reader has a rapid means to find out the facts and any action that may be required.

Visual bookmarking:

A unique platform that uses a "visual" bookmark to allow users to share Web links to information through imagery.

hyperlink

A way to link access to information of various sources together within a web document. A way to connect two Internet resources via a simple word or phrase on which a user can click to start a connection.

Internet Meme

An idea or concept that is shared be-tween people online.

Pin

An image or video added to a Pinterest® board and shared with other users.

newbie

An individual new to using computers or new to a specific group.

Timeline

Area on your personal Face book account that allows you to display photos, videos and posts by event date.

Respect, respect, respect.

Do not post anything hateful, offensive or illegal. This includes any defamatory, libelous, vulgar, obscene, abusive, profane, threatening, racially or ethnically hateful, or otherwise offensive or illegal information or material. a. Words have meaning and consequences. Once you post something on social media it is impossible to "get it back." Even deleting the post doesn't mean it's truly gone. Ultimately, you bear sole responsibility for what you post. b. Replace error with fact. When you see misrepresentations in social media, identify and correct the error with facts and respect. c. Image. Any time you use social media, you're presenting an image of yourself and the Air Force. Don't discredit yourself or our service d. Opinion versus official information. Yes, tell them what you think, just make sure you state that this is your opinion and not that of the organization. e. Privacy. Do not post any information that would infringe upon the proprietary, privacy or personal rights of others. Respect their privacy and expect the same. 4. Personal security. Maintain privacy settings on your social media accounts, change your passwords regularly and don't give out personally identifiable information. Be cautious about the personal details you share with others—live or in social media

social media

Electronic media that allows people with similar interests to participate in a social network • Your stories might inspire someone to join the Air Force, support the Air Force, comfort a parent or spouse, improve morale or correct inaccurate information. • Air Force families may want to use social media to keep in touch with deployed Airmen, network with other military families and share stories on social media.

Official Air Force Social Media Sites

Official Air Force Social Media Sites The Air Force Social Media Program includes key social networking websites where the Air Force engages with Airmen, families and the general public. Here are a few links to official Air Force social media pages: • Social Media Directory. http://www.af.mil/socialmedia.asp • Air Force Live Blog. http://airforcelive.dodlive.mil • Facebook®. http://facebook.com/usairforce • Flickr®. http://www.flickr.com/airforce • Twitter®. http://www.twitter.com/airforce • YouTubeTM. http://www.youtube.com/afbluetube • Vine® (for mobile iOS & Android devices). @usairforce • Instagram®. http://instagram.com/officialusairforce

Microblogs:

People share content in a limited message format using status updates, links, photos and video

personal e-mail

Personal e-mail sometimes contains shorthand and slang that would be unacceptable in a professional communication. Emoticons (facial expressions) or abbreviations are sometimes used with humor or satire in an attempt to make sure the audience doesn't "take things the wrong way." They are a resource, but use them sparingly. Some of them are more clever than clear, and much of your audience may only know the smiling face.

Platforms:

Products and services that allow for the development and integration of software products and other complementary goods. Windows, the iPhone, the Wii, and the standards that allow users to create Facebook apps are all platforms. *Blogs *Microblogs *Location-based social networks *Photo sharing *Video sharing *Social networking *Social news and bookmarking *Visual bookmarking

Social networking:

Promotes social interaction among users through posts, commentaries, links, photos and videos

Be you

Represent yourself and only yourself in your social media use. a. Stay in your lane. Discussing issues related to your career field or personal experiences are acceptable and encouraged. Stay in your lane and do not discuss areas where you have no expertise through direct experience, education or knowledge. b. Endorsements. Represent only yourself and do not use the Air Force name to endorse or promote products, political positions or religious ideologies. c. Impersonations. Do not manipulate social media identifiers or post content in an attempt to disguise, impersonate or otherwise misrepresent your identity with any other person or entity. d. Promotion for personal or financial gain. Do not use your Air Force affiliation, official title or position to promote, endorse or benefit yourself or any profit-making group or agency. See the Joint Ethics Regulation for more details on the ethics and law regarding the "Use of Public Office for Private Gain."

Visual content reigns supreme:

Social media conversations have morphed from text-based posts to status updates using photos, graphic illustrations and videos. Social networking websites are optimizing their designs to focus more on photos and video to allow users to tell their stories visually.

Telephones, Voice Mail and Fax

Telephones, voice mail, and fax are key tools for staff communication, so we'll review some of the common courtesies associated with using this equipment. Different systems have different features, so check out your manual for all the bells and whistles. Here are some basic guidelines.

The eSSS Organization Method

The common eSSS headings, in order, are PURPOSE; BACKGROUND; DISCUSSION; VIEWS OF OTHERS and RECOMMENDATION. They are typically all capitals and numbered as the primary paragraphs (level 1) in an eSSS

World Wide Web (WWW)

The entire web pages on all of the websites available through the Internet.

Hypertext Markup Language (HTML)

The native language of the WWW.

Internet

The overarching global computer network connecting computers, servers and local area networks across the globe.

Rules for the Electronic Communications Network: Netiquette

The special considerations, above, incorporated into a general set of rules for electronic communications on the network, sometimes called network etiquette or "netiquette. *Rule #1: Be Clear and Concise *Rule #2: Watch Your Tone *Rule #3: Be Selective About What Messages You Send *Rule #4: Be Selective About Who Gets the Message *Rule #5: Check Your Attachments and Support Material *Rule #6: Keep Your E-Mail Under Control *Rule #7: Use Proper Format for Official E-mail

Special Considerations and E-mail Protocol

There are both special considerations and e-mail protocol, or network etiquette ("netiquette"), for proper behavior while communicating electronically on-line and on smart phones, tablets or other mobile devices. In short, there are many ways to make embarrassing social blunders and offend people when communicating electronically. To make matters worse, there is something about cyberspace that causes a "brain burp" and erases the reality that we deal with real, live humans and not just the text on a screen. Respect the netiquette and remember that the network is multicultural: personal and cultural nuances get lost in transmission. Note, some aspects of the e-mail system itself (e.g. software, gateways and hardware) dictate some practices.

The following actions are prohibited on government communication systems

Unauthorized personal use. • Uses that adversely reflects on the DoD or the Air Force. • Unauthorized storing, processing, displaying or transmitting prohibited content. • Storing or processing classified information on any system not approved for classified processing. • Using copyrighted material in violation of the rights of the owner of the copyrights. • Unauthorized use of the account or identity of another person or organization. • Unauthorized viewing, changing, damaging, deleting or blocking of another user's files. • Attempting to circumvent, modify or defeat security systems. • Obtaining, installing, copying, storing or using software in violation of the appropriate vendor's license agreement. • Permitting an unauthorized individual access to a government-owned or governmentoperated system. • Unauthorized modification of the network operating system or configuration. • Copying and posting of FOUO, controlled unclassified information (CUI), Critical Information (CI) and or personally identifiable information (PII) on DoD-owned, -operated, or -controlled publically accessible sites or on commercial Internet-based capabilities. • Unauthorized downloading and installing freeware, shareware or any other software

Photo sharing:

Use a website to host and share images (e.g., Flickr, Instagram).

Hangout

Video service on Google™+ that allows you to video chat with up to 10 Google™+ users at a time.

Blogs:

Websites with regular entries of commentary, descriptions of events or other material such as graphics or video (e.g., WordPress, TypePad).

Obey applicable laws.

You are an Airman 24 hours a day, 365 days a year. As such, you must obey federal law, DoD directives, Air Force instructions, and the Uniform Code of Military Justice when using social media. This applies when using social media in either official or unofficial capacities. a. Classified information. Do not post classified, sensitive or For Official Use Only information. If in doubt talk to your supervisor or security manager. b. Copyrights and Trademarks. Do not post any information or other material protected by copyright without the permission of the copyright owner. Likewise, do not use any words, logos or other marks that would infringe upon the trademark, service mark, certification mark or other intellectual property rights of the owners of such marks without owner permission. c. Air Force symbol. The Air Force symbol visually represents our service's brand identity. To use the Air Force symbol on a social media platform, you must follow display guidelines found at http://www.trademark.af.mil. d. Terms of service. Comply with each social media site's terms of service.

The network, like the phone, is subject to _____________________. Your e-mail is saved on back-up files and servers. Once written and sent, an e-mail is a permanent part of the electronic record

monitoring

network

network etiquette. Specific forms of communications might include e-mail, list server or IRC.

Three common e-mail disadvantages

oIt's fast ... but a quickly written e-mail can fan as many fires as it extinguishes. o It can get to more people ... but too many copies can clog the network and can be forwarded into the wrong hands. o It's paperless ... but leaves a permanent electronic trail; can disappear permanently with power fluctuations; and too many times we print our e-mail (on recycled paper).

Three common e-mail advantages

oIt's fast. o It can get to more people. o It's paperless.

Rule #2: Watch Your Tone

• Be polite. Treat others as you want to be treated. Use tact; then use more tact. Then, for good measure, use more tact. Think of the message as a personal conversation. If you were face to face, would you say the same words and be as abrupt? If not—rewrite the message with a more positive tone. • Be careful with humor, irony and sarcasm. Electronic postings can be perceived much more harshly than they are intended, mainly because you cannot see body language, tone of voice and other nonverbal signals that make up 90 percent of interpersonal communications. Positive enthusiasm can be easily mistaken for angry defiance when you use capital letters, exclamation points, and strong adjectives and adverbs. • DON'T SHOUT. Do not write in ALL CAPITAL LETTERS—it's the e-mail version of shouting and it's considered very rude. • Keep it clean and professional: E-mail is easily forwarded. Harassing, intimidating, abusive or offensive material is obviously unacceptable, but aim for a higher standard. If you wouldn't want it posted on the office bulletin board, it doesn't belong in an e-mail. • Don't send in haste and repent at leisure. E-mail can get you into trouble—its informality encourages impulsive responses, but your words can be printed out and forwarded. If you're really mad about an issue, go ahead and draft an e-mail, but don't send it until you calm down and read it over. Never flame! If you do, be prepared to apologize.

Terms:

• Circles • Hangout • Internet Meme • Pin • Board • Timeline • Twitter® chat

Special Considerations

• Consider whether e-mail is the best choice. Face-to-face conversations, phone calls, personal letters, or posted documents to a collaborative site may be more appropriate. • Use appropriate greetings. Address people with their rank/title when appropriate. • Use appropriate closings. Official e-mail should close with "//SIGNED//" above the signature block to signify official Air Force information. Restrict the signature block to name, rank, service affiliation, duty title, organization name, phone numbers (DSN and/or commercial as appropriate) and social media contact information. Do not add slogans, quotes or other personalization to an official e-mail/social media signature block. • Follow the chain of command. Comply with standard procedures to correspond with superiors. Be professional and watch what you say since e-mail is easily forwarded. • Think of the e-mail address as the recipient's personal phone number. If the topic is important enough that you'd call the general without talking with the colonel, then send the message to the general. (Don't quibble—sending the colonel an info copy of the message doesn't count as following the chain of command.) • Get approval before sending to large groups or the public. Check local policies for the proper permission you must obtain before using large e-mail distribution lists. Excessive e-mail sent to large distribution lists can waste a great deal of time. E-mail sent to the general public must still be cleared through proper Air Force channels. • Classified material. Classified material should never be stored or transmitted on an unclassified computer network or system.

Rule #3: Be Selective About What Messages You Send

• Don't discuss controversial, sensitive, official use only, classified, personal, privacy act or unclassified information requiring special handling of documents over e-mail. You just may one day see yourself on CNN or America's Most Wanted. • Remember Operational Security (OPSEC). OPSEC is a continuous analytical process which involves identifying sensitive information, recognizing that information could be valuable to an adversary, and making changes in the way we do things to reduce our risk that the information will be compromised. Even unclassified information, when brought together with other information, can create problems in the wrong hands. The rash of hacking events in the news emphasizes the need for good OPSEC and COMPUSEC. • Don't create or forward junk mail or chain letters. • Don't use e-mail for personal ads. • Don't fire or promote by e-mail. Some messages should be delivered face to face. • Pick up the phone and call to acknowledge receipt of important or time-sensitive e-mail instead of replying to the sender via e-mail. Face-to-face communication is sometimes still the best means to communicate.

Rule #5: Check Your Attachments and Support Material

• Ensure all information is provided the first time—attachments, support, key information. • Check your attachments to ensure they are correct and you are able to open them. • Cite all quotes, references and sources. Respect copyright and license agreements ... it's the law! The failure to cite sources is, perhaps, the most common omission. Knowing "who says so" is an important factor in weighing the evidence where a decision is needed. Cite your sources. • If the attachment is a large file, must go to a number of e-mail accounts, or will require frequent viewing, consider posting to a collaborative site such as the Air Force Portal or SharePoint®. This makes the attachments easily available for future search and retrieval and keeps e-mail inboxes from bogging down.

Rule #6: Keep Your E-Mail Under Control

• Lock your computer when you leave your workstation to prevent anyone from reading your e-mail or sending unauthorized messages from your account. • Create mailing lists to save time. • Read and trash personal e-mails daily. Create a .pst file on your local hard drive to keep e-mails stored on the e-mail server at a minimum. • Consider using Microsoft Outlook's "Out-of-Office Assistant" if you will be unable to respond to e-mails for an extended period of time. However, OPSEC considerations should take precedence when setting up out-of-office rules.

Rule #8: Use Organizational E-Mail Accounts

• Organizational Mailboxes (OMs) are shared e-mail accounts specific to an organization. Personnel associated with organizational units should be provided access to the respective OMs. OMs should exist at each level of the organization (e.g., directorate, division, branch, flight or element). • Distribution Lists (DLs) are specific groups of e-mail addresses and/or other distribution lists aggregated into one named list. When sending e-mail to a DL, every individual in the list, or sub-list, receives a copy of the e-mail. Send e-mail to DLs sparingly. • When communicating information to an organization, OMs are preferred to DLs. Each organization is then responsible for determining how to manage the e-mails in its mailbox and notifying its personnel accordingly. • E-mail sent on behalf of an office or organization is official correspondence and should be filed and maintained in an approved file structure. Consult AFMAN 33-363, Management of Records, or your organization's Functional Area Records Manager for records management procedures.

Rule #7: Use Proper Format for Official E-mail

• Subject lines should follow the format: [Classification/FOUO Marking][KEYWORD] [suspense DD MMM YY][Subject]. o Classification/FOUO marking are only included if required. o Air Force classification marking instructions are found in the following instructions: AFI 33-332, Air Force Privacy and Civil Liberties Program AFI 31-401, Information Security Program Management DoD 5200.1-R, Information Security Program • Keywords, such as those below, help the recipient prioritize the e-mail. o ACTION-Necessary to take action (other than SIGN or COORD) o SIGN-Signature required o COORD-Coordination required o INFO-For information purposes only o URGENT-Time-critical information included • The word "Suspense" or "Tasker" and suspense date are optional; use only when a suspense is required. • "Subject" should be a short description of the e-mail (5-7 words is optimal) and should be updated with each send, forward or reply to accurately describe the e-mail's contents. Remove the "FW: " and "RE: " on forwards and replies when it does not add value. • Sample subject lines with Keywords, Suspense Dates and Subjects. o ACTION: Suspense: 14 Dec 10; Deliver E-mail Policy to DS for Signature o INFO: Plans and Programs Meeting Minutes o SIGN: Suspense 14 Dec 10; Congratulatory Letter for Capt LaJonah • Consider using the Bottom Line Up Front (BLUF) format as the first paragraph. • E-mail body should: o Succinctly capture critical information and describe the issue o Describe the current status and actions taken o Clearly state expected and requested actions when appropriate o For forwards and replies: if the string of previous e-mail forwards or replies does not add value, remove them from the message

Telephone Protocol: Answering the Phone (Do ... )

• answer the phone on the first ring and in the way you would like to be called after identifying the organization. • be pleasant and professional—you are representing your organization, as well as yourself, when you answer the phone. • introduce everyone in the room if you are on a speakerphone—callers may object to the lack of privacy. • put the radio and TV on hold until you're off. • speak clearly, keeping your lips about 1 inch from the mouthpiece. Good posture or standing while speaking) will also improve your vocal quality. • have a pencil, a memo pad, and your directories within easy reach. • adjust your speaking tempo to match the other person's to establish instant rapport. • ask if someone else can help if the person isn't there. • take a number and call back instead of putting them on hold if you are finding something. • give the caller the phone number before you transfer the call. • allow the person initiating the call to bring it to a close. • record important conversations, especially those that result in a decision, in a memo for record and place it in a file.

Telephone Protocol: Making the Call (Do ... )

• have your act together. Organize your thoughts and make notes before you place a call— especially if you're representing your organization, seeking help or information, calling long distance or talking to someone more senior in rank. • call during core hours (0900-1100 and 1300-1500) to reduce phone tag. What's their time zone? When will they return? • identify yourself and your organization before asking to speak to ________. • be pleasant and professional. • ask if the person has time to talk, but you need to keep it as brief as possible. • record important conversations in a memo for record and place it in a file.

Rule #1: Be Clear and concise

•Filter information to provide what is necessary, not necessarily everything you know. Whether the sender is initiating, replying to, or forwarding an e-mail, it is the sender's responsibility to delete extraneous information and summarize necessary information near the beginning of the e-mail prior to submission. • The "Subject" line must communicate your purpose succinctly and be specific. A specific, clear, and succinct subject line will help others locate your message later. • Lead with your most important info. If your goal is to answer a question, then paste the question on top for clearer understanding. • Use topic sentences if the e-mail has multiple paragraphs. Consider using the e-SSS organization method. Shorter e-mails are likely to benefit from the BLUF or BLIND organization methods. • Be brief and stick to the point. Follow all the basic rules for drafting clear and concise messages. Clear messages are even more important in e-mail because we get so many every day. Address the issue, the whole issue, and nothing but the issue. Try to get your message into 24 lines or less—the typically viewing area on many computers. • Use bold, italics or color to emphasize key sentences. If your e-mail doesn't allow these, a common method uses asterisks to provide emphasis of the *key points.* • Choose readable fonts. Times New Roman and Arial fonts in 12 points or larger are easily readable. Save the script fonts for your signature. • Spell check. Always spell check the e-mail before sending

Instant Messaging (IM) and Texting

•IM and Texting do not replace staff work. While IM can be used for official Air Force business, it does not replace official staff work. If your work requires an official record to be maintained, use e-mail or another means to accomplish your duties. • IM and Texting are typically not enduring. While you can save your IM history, if your work requires an official record to be maintained, another method, such as e-mail, may be more appropriate. • IM and Texting can be a distracter. Users should be careful to not use IM as a leisure activity. Doing so will lead to decreased productivity in the workplace. • IM and Texting are quick and easy. E-mails can get buried and lost. If you need an immediate quick answer to a question, IM is a better choice than e-mail. IM can replace some phone conversations which can save you time. • IM and Texting are best utilized for one-on-one discussion. If you have a large audience, e-mail is better suited to meet those needs than IM or Texting (in general).

Rule #4: Be Selective About Who Gets the Message

•Target e-mail messages to only those individuals or organizations that need the information. Consciously choose recipients of original messages, forwards or replies. • Use "reply all" sparingly. • Get appropriate permission before using large e-mail distribution lists. • Double-check the address(es) before mailing, especially when selecting from a global list where many people have similar names. • Send official e-mail to an organizational e-mail account (instead of an individual) when an organization's answer or coordination is required.

Emerging Social Media Trends

*More social sharing options *Visual content reigns supreme *Mobile platforms and applications are booming *Emoticons

Voice-mail Protocol: Out of Office

If you will be unavailable for an extended period, set up your voice mail to be mindful of coworkers by going to voice mail on the first ring and being helpful to callers by identifying whom they can contact for assistance in your absence: "This is SSgt_____. I am away from my desk. If you need immediate assistance on [topic], please call MSgt ______ at DSN 555-1234."

Board

Organizes pins on Pinterest® by topic.

Video sharing:

Provides a location where users upload, share, and view videos.

home page

The web page providing the entry point for a website (see web page and website).

Voice-mail Protocol (Do NOT ... )

• leave amusing messages on an official system. • leave personally identifiable information (PII) on voice-mail. • assume your voice-mail is a substitute for answering your phone.

FAX Protocol (Do ... )

• make it readable: use Times New Roman and 12 points or larger font • number your pages. • protect your document by ensuring correct receiver information is entered. • use black and white. • use a fax when you cannot get someone to return your call, including a short explanation, deadline to return your call, and a "Thanks for your time." • send a return cover sheet with complete return address to encourage a quick reply

Telephone Protocol: Making the Call (Do NOT ... )

• put the phone over your chest to put someone on hold—your voice goes over the wires loud and clear—use the "hold" button. • be the source of someone else's problem; courtesy works wonders in both directions.

Voice-mail Protocol (Do...)

• record the message in your own voice. • identify yourself and your organization. • check your system regularly. • return all messages as quickly as possible

Telephone Protocol: Answering the Phone (Do NOT ... )

• transfer an angry caller. Listen carefully, never interrupt, and ask questions that require more than a "yes" or "no." Take notes and let the caller know; this shows you're interested and are willing to help. • put the phone over your chest to put someone on hold—your voice goes over the wires loud and clear—use the "hold" button.

FAX Protocol (Do NOT ... )

•send a legal-sized document unless you know it can be received. • send personal, confidential or financial info unless you know it will be protected. • use italic and thin-faced font types. It looks ragged and makes it difficult to read.