eMail can improve business communications, as it is the fastest, cheapest, and most effective way of keeping in touch with customers, suppliers and staff. It is easy to use and operates around the clock - your business continues to operate even when you're not there.

In technical terms, eMail (short for electronic mail) is the transmission of messages from one computer to another.  These messages can be in the form of plain text or may include more sophisticated elements such as graphics, Internet links, audio, and video clips.

A business can use eMail to support all types of internal, national, and international communications. Internally, eMail can be used for memos, information exchange and project management, while externally it can be used for customer relationships, stakeholder management, public relations, advertising, and business development.

Best of all, eMail is delivered instantaneously, is cheaper than using a phone, fax or letter, and operates across all time zones and to all destinations.

Why Everyone is Using eMail

• Workplace efficiency - Manage multiple contacts (names and addresses), create customised mailing groups (overall and per business unit), set up auto-reply systems, filter unwanted mail (spam) and attach multiple files.  As many management software packages such as Microsoft Project have built-in eMail capabilities, it is possible for all members of a project team to be fully updated at all times.
  
  
• Instant orders - Because a business is in touch with its trading partners 24 hours a day, placing orders with suppliers and answering customer enquiries has never been easier.
  
  
• Reduce costs - eMail is cheaper than any other form of communication and there is no price difference in sending a message to another suburb or halfway around the world.  You save on postage costs and your message is delivered instantly.
  
  
• Mass mailing or customised messaging - eMail can be distributed to individuals or you can create your very own mailing list.  This enables you to customise messages for targeted audience segments, maximising your chance of eliciting a desired response.
  
  
• Safety and security - eMail messages containing sensitive business information can be encrypted to ensure authorised personnel only access them.
  
  
• Versatile - Every eMail can be printed or stored electronically, forwarded to other recipients or deleted. This applies to all incoming and outgoing messages.

How to Use eMail

The typical eMail message has the following fields:

• To: the address of the person(s) to receive the message. Note that the address must be exact otherwise the message will be returned with an undelivered error message.
  
  
• CC: Other recipients that the message is intended for.
  
  
• Subject: A short one line or one word description about the contents of the message.

Apart from eMail packages, such as Lotus Notes or Microsoft Outlook, free web based eMail is available, such as Hotmail and Yahoo, which can be accessed by any computer connected to the Internet from anywhere in the world.

eMail as a Marketing Tool

eMail is an efficient tool for driving business development, generating leads and capturing vital information about prospective clients.

Thanks to eMail, it has never been easier way to manage customer relationships.  You can send automatic responses to customer enquiries, manage the distribution of electronic newsletters and deal with requests for product information.

By combining eMail with traditional marketing practices, you are in a better position to manage mailing lists, grouping similar customers who require targeted information about products or services.

Best-Practice eMail Management Starts Here

• Alleviate privacy concerns - Make sure you have proper systems in place to deal with potential spying, and use a trusted Internet Service Provider (ISP) to filter unwanted messages.
  
  
• User authentication - Ensure outsiders cannot enter your eMail system and disrupt business operations, either by forging messages or sending misleading information.
  
  
• Efficient archiving - Store your eMail in a convenient location for future reference and make sure you make regular back-ups.  This will ensure you have a comprehensive and accurate record of correspondence for many years to come.
  
  
• Virus protection - Install anti-virus software and make sure it is updated on a regular basis. This software will scan every incoming and outgoing message and prevent unwanted disruptions to your computer system.
  
  
• Eliminate spam - Stop unsolicited EMails from fake individuals and organisations, which reduces workplace efficiency.

A Word About Ethics

eMail offers every one of your employees access to the outside world.  Therefore, as a manager, you should consider implementing policies outlining your views on legal issues and censorship.

This may include topics such as defamation and racial or sexual content, many of which are grey areas.  What one person considers freedom of speech may be unethical to another.

The best guide is common sense, although you may want to consider what disciplinary action can and will be taken within the organisation against serial offenders.  Such foresight may protect the organisation from future liability.

Like all forms of workplace relations, it is important to explain your polices and actions to employees.  You don't want them to think their privacy is being invaded -- instead you hope that eMail can make their jobs more interesting and the workplace more efficient.

Resources

The following is a list of resources that provides links to various sites that offer hints and techniques about different aspects of eMail:

• eMail Etiquette: www.cs.queensu.ca/FAQs/eMail/etiquette.html
• A Beginner's Guide to Effective eMail: www.webfoot.com/advice/eMail.top.html
• About email: www.livinginternet.com/?e/e.htm