Telephone Etiquette Certification (odesk Test):

Telephone Etiquette Certification (odesk Test): Discussion & Partial Questions.

Syllabus of the Test:
Cell Phone Etiquette
Interpersonal Telephone Etiquette
Positive Telephone Techniques
Negative Telephone Techniques



Rules for taking the test:
Duration:
35 minutes
Number of Questions:
35 Multiple Choice questions.
Each question has between 1 and 8 options of which 1 or more may be correct


Before going to real examination in odesk, you should know first what is Telephone Etiquette, what are the related issues in telephone etiquette? I think If you carefully study these writing you’ll score at least 3.50 in 5.00 in the test exam.

What is telephone etiquette?



“Polite response to callers. Manners are important in first impressions and often a caller's first impression of a company is with the receptionist of operator.

An individual who initiates a telephone call should always be prepared to identify them self when the call is answered, especially if the person who answers is not the person the caller intends to speak to, or if there is certainly a chance that your voice will not be recognized. In other words, it is generally considered impolite to simply ask to speak to someone else without first identifying one's self. This is true whether the call is made to a residence or a business, or when leaving a voice recorded message.

For example, when a call is answered, the caller might say "Hello, my name is Mary Todd. Is Martha there? May I speak to her?" Or "Hello Mrs Thompson, is Jack able to come to the phone?" Never start a conversation by saying "Are you Jack Burns?", because if Jack Burns doesn't know who you are, he may be wondering whether the call is friendly and if it is safe to give his name to a complete stranger.

When leaving a message on a telephone voice recorder, do not simply say "Call me" or "Call me back". Give a reason why you want that person to call you back. For example, you might say "...I want to ask what plans you have for the holiday", or "...I thought we might just catch up on things." Otherwise, without explaining the purpose of your call, you may be creating concern or worry for the other person.” Source: wiki.answers.com



“Telephone etiquette refers to a set of rules that apply when people make calls to others or when they are receiving a phone call. There are slightly different rules for a variety of situations. Making and receiving personal calls are not the same as making/receiving business calls. Within this set of rules there can be differences, especially for business calls where companies may want callers or receivers to say certain things.
For personal telephone etiquette, calling someone means doing several things. A caller should identify him/herself when not recognized right away. In calling a friend or relative, for instance, after the initial “Hello,” the caller should come up with a greeting and identification. “Hello/Hi this is John.” Sometimes a last name is needed if the person being called is an acquaintance or a business representative.
The next thing that is needed in telephone etiquette is a request for something, such as speaking to someone else in the house. Variations exist on this like “May I speak to Horatio,” or “Is Horatio available?” If Horatio is not available, it may be necessary to leave a brief message, but it should be one easy to right down. Sometimes the only thing necessary is to leave a phone number.
Even this simple telephone etiquette takes a while to learn. It’s a good thing to teach children, as they often don’t know it, can’t identify themselves, and won’t leave any form of concrete message. Children should also be taught how to answer a phone, and all people can benefit from the following some standard etiquette concepts, including:

• Pick up the phone promptly with a salutation like “Hello,” and not “Yeah” or “Go!”
• Be prepared to take a message and always have pencil/pen and paper handy.
• If the call is undesired, as from a solicitor, merely inform the person in an even tone that there is no interest for the product or service, say goodbye, and gently hang up.
• Alternately, screen calls and let unwanted calls go to voicemail.
Business telephone etiquette is similar in many ways to home phone calls and reception. Yet, the business should be even more vested in remaining polite, since poor phone manners can have a negative effect on business reputation. Calling out from a business is similar to a personal call. The person should begin with a greeting, identify self, and identify employer. This should then be met with a concise statement or request to speak to someone.
At this point, a message may need to be given and it should include nature of business and contact information. This isn’t always possible because, due to privacy laws, certain businesses can only talk to the person they are trying to reach. When such is the case, simply trying back later or leaving contact information may be the most a caller can do.
In receiving the business call, a businessperson also attempts to be polite, understand the caller’s needs, and take messages if required. There tends to be a code for both businesses and personal calls when claiming someone cannot come to the phone that relates to where the unavailable person is. People should not disclose the desire of the unavailable person not to speak to a caller or any private location like showers/ bathrooms/ doctors visits of that person. Instead, simple statements that the person isn’t available are enough.
Every phone call is an attempt at communication between two people; it’s a method for imparting and receiving information. When telephone etiquette isn’t observed, communication may be thwarted. In general, people are asked to keep language more standard, as opposed to using slang, to be polite to each other, and to make it clear who caller and receiver are. While it may be okay from time to time to depart from etiquette, especially when calling very well known friends, greater adherence to it is useful.”

Source: wisegeek.com



Learn more about proper telephone etiquette.

“The telephone; it is part of us. What would we do without it? It is as common as apple pie and summer sunshine. As much a part of our lives as learning to walk and talk and perhaps that is why we, at most times, give it little thought. Nonetheless, we do think about it, when we have had the experience of being treated rudely or abruptly while using this mode of communication. We bristle at the idea of someone's brusqueness to us, and most probably never take thought of the times we have shown our bad manners while speaking on the telephone.
The tendency to be short and curt to salespersons is common. The feeling that they are, in fact, invading our privacy is a widespread notion and the fist inclination is to cut them off with a positive projection of irritation. Perhaps supposing this will discourage any return calls, "wish on!" Treating those person who call pitching a product without kindness, solves nothing and makes no validity, so why not include them in you simple and polite response, "no thank you, have a good day," "good-bye." This response is much less apt to raise your blood pressure and reduce your feelings of guilt later, for incivility over the telephone.


Correct way to answer the telephone:
The proper way to answer the telephone is "hello." On the other hand, simply answering "yes" is a curt and inappropriate response. The person making the call draws a very quick conclusion, and that is, to think of that person as cold and aloof, and hesitate to communicate readily.
At times, someone other than the head of the house will answer the telephone. If that person is asked, "may I speak to Mr. ________ please," the response should be, "one moment please, I will get him for you." If the head of household is not available the response should be, "I am sorry, Mr. _____ is not available at this time, may I take a message?" This is simply a form of good manners, whatever form it may be expressed, thoughtfulness for the feelings of others. This person may be calling to offer a new job with great pay and benefits, who's to know! What would he or she think if the answer to the question, "is Mr. _____ home please," would be an abrupt "no." This response would reflect negatively, on the actual person being called.
Making telephone calls:
Think about what time it is, when placing a call. You would not want to call when there is the possibility that person may be asleep. For example on a work morning before 7:00 a.m. would not be a good time. After 9:00 to 10:00 p.m. in the evening is not a good time, and remember to avoid calls around the usual period most people will be eating. Courtesy is expected when using the telephone just as if you are talking in person.
Give your name when the telephone is answered, before asking for the person you are requesting.
Dialing too quickly, or in inadequate lighting may be the cause of dialing a "wrong number," never just hang-up. Express your apology, letting them know you have dialed a wrong number. To avoid disturbing another person unnecessarily dial carefully and make sure you can see the dial pad.
When speaking, think of the way you sound. Make sure you enunciate you words clearly and precisely. It is embarrassing to be asked to repeat what you are saying. Your voice reflects your courtesy, since that person on the other end of the line cannot see your facial expressions your "tone of voice" will need to express this.
Basic Good Manners, Telephone Tips:
* Let the telephone ring a reasonable length of time. It is frustrating to just get to the telephone and hear a dial tone.
* If you dial a number that is wrong, apologize, promptly and hang-up.
* Calling a business at or very near closing time is to say the least un-thoughtful. When it is time to go home, after a long day, do not delay them.
* State your name when placing a call. The game of "guess who this is" may not play very well to a busy friend.
* When speaking to anyone who is working and time is of the essence, make your call informative and short.
*Dial carefully and in proper lighting to avoid calling a wrong number and in-conveniencing others.”
Source: essortment.com



Telephone Etiquette Tips:

“1. Ask the caller, "May I know who I am speaking to?"

2. Avoid unnecessary jargon and acronyms in your conversations.

3. Use the caller's name in your conversation.

4. Practice good listening skills.

5. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.

6. Before placing a caller on hold, ask their permission first and thank them.

7. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.

8. Do not forget to return the call as you promised.

9. Do not permit the phone to ring into the office more than three times.

10. Always use a pleasant, congenial and friendly tone.

11. Never interrupt the person while he/she is talking to you.

12. Never engage in an argument with a caller.

13. Do not handle an unhappy caller's concern openly at the check-in and check-out desk.

14. Do not make it a habit of receiving personal calls at work.

15. Do not answer the phone if you are eating or chewing gum.

16. Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.

17. Learn how to handle several callers simultaneously with ease and grace.

18. Return calls promptly that have been left on voice mail and voicemail.

19. Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.

20. Do not ever leave a message with someone else or on an voice-mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."

21. Always make collection calls in private and away from the patient flow or public areas.

22. If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.

23. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so.

24. When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently. It is recommended a remote, handless headset for the business staff. They are wonderful.

25. This will solve hanging up as you push release on the headset to hang up the phone. Also, it does not tie your staff to their desk. The team member checking on insurance really appreciates this device. (The phone can also be answered if away from your desk.)

26. When you take a call, turn away from your computer, desk, and other work. Don't allow other distractions to take your attention away from the caller.

27. Always have something available to write with.

28. Answer calls by the second or third ring.

29. Smile when you answer your calls. Even though the caller can't see it, they'll hear the smile in your voice.

30. Use a "telephone voice" in which you control your volume and speed. Speak clearly.

31. Be enthusiastic and respectful.

32. If there is a problem, be concerned, empathetic, and apologetic.

33. Thank the caller for calling. Ask them to call again.

34. Never eat, drink, or chew gum while you are on a call.

These were some tips on telephone etiquette. It is important that you remember these while conversing with someone over the phone. Not only would it help to present yourself in a better way, but it will also ensure that you put across yourself positively.”

Source: buzzle.com/articles/telephone-etiquette-tips.html



20 Business Telephone Etiquette Tips for customer service:

“1. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.

2. Before placing a caller on hold, ask their permission first and thank them.

3. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.

4. Do not forget to return the call as you promised.

5. Do not permit the phone to ring into the office more than three times.

6. Always use a pleasant, congenial and friendly tone.

7. Never interrupt the person while he/she is talking to you.

8. Never engage in an argument with a caller.

9. Do not handle an unhappy caller's concern openly at the checkin/checkout desk.

10. Do not make it a habit of receiving personal calls at work.

11. Do not answer the phone if you are eating or chewing gum.

12. Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.

13. Learn how to handle several callers simultaneously with ease and grace.

14. Return calls promptly that have been left on voice mail and ansafones.

15. Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call.

16. Do not ever leave a message with someone else or on an ansafone or voice mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department."

17. Always make collection calls in private and away from the patient flow or public areas.

18. If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred.

19. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so.

20. When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently.”

Source: ustomerservicemanager.com/20-business-telephone-etiquette-tips.htm



Odesk Telephone Etiquette Certification recent questions:

Question:
Why is 'Privacy' considered one of the 7 Pillars of Telephone usage, and generally important when making calls?


a. It makes the call important and secure to both parties, especially when it is a business call.
b. People like things to be private and secretive - it makes them feel special, like they are tricking the world.
c. It's not - privacy should always be secondary to communication and letting everyone know as much as possible.
d. The information could be damaging if leaked into the wrong hands, especially in the case of financial or legal decisions.
e. a and d



Question:
When you are addressing a woman and are unsure of her marital status, which of the following titles should you use?


a. Ms.
b. Miss
c. Mrs.
d. Mr.
e. None of the above




Question:
When is it acceptable to use the 'silent' mode on your cell phone?


a. When you do not want to disturb others around you.
b. When you are expecting an important call, and do not wish others to be interrupted.
c. When you wish to be notified by your phone without it ringing and alerting everybody in the room, or wherever you are.
d. When you wish to attend a meeting or a public event, but still wish to know when you have been called or received a voicemail or text message.
e. All of the above



Question:
Which of the following is probably the worst way to end a business call?


a. "Don't call us, we'll call you."
b. "Thanks for your time. Not."
c. "See ya in the next life."
d. Just hang up.
e. They are all equally bad.


Question:
Which of the following should be considered while leaving a voice mail message?


a. Leaving a message that is short and to the point.
b. Being polite and giving a sense of what is expected in return.
c. Leaving as much information as possible, relatively briefly.
d. Speaking clearly and succinctly.
e. All of the above



Question:
Why is it not a good idea to always leave a lengthy voicemail message?


a. The message can be truncated, and therefore not communicated properly.
b. The message may experience a long delay in reaching its destination.
c. Part of the message may become scrambled and be harder to hear
d. There is risk of the message not being recorded at all, as it is a greater challenge for the cell phone recording technology.
e. All of the above


Question:
What does 'screening your calls' mean?


a. Choosing which calls to answer, and which not to answer, based on the name or number (or absence of a number) that shows up when about to receive the call.
b. Applying a safety cover to your cell phone, often a transparent plastic cover called a 'screen'.
c. Making a list of all the calls you've received in the last month, in order to calculate if your cell phone bill is accurate or not.
d. Deleting all the missed calls, received calls and dialled numbers from your cell phone.



Question:
Which of the following sentences are appropriate when you are asking for somebody on the phone?


a. Yo, Mr. Jones
b. Hello, could you please connect me to Mr. Jones?
c. Get me Mr. Jones, please
d. Good morning, I was wondering if I could speak to Mr. Jones?
e. b and d



Question:
Which of the following is not an active listening word that will let the party know that you are attentive to their phone call?


a. "Yes"
b. "What?"
c. "Great"
d. "I see"


Question:
How can you convey to your listener that you need to discuss sensitive issues over the phone, such as the exchange of personal and protected information?


a. Tell them you will fax the details.
b. Tell them you will email the details, although it might be by unsecured e-mail.
c. Confirm with them whether it is okay to discuss such issues before discussing them.
d. Avoid these discussions at all costs on the telephone.




Question:
Which of the following is considered polite if you have an interruption while speaking to a caller?


a. Excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?
b. Wait 5 minutes, will you.
c. Got to go — I'll call you back later.
d. Wait there, I'll back.



Question:
You should not talk about personal issues on a business call until you have established a personal relationship with your business contact.


a. True
b. False
c. Irrelevant issue for cell phones
d. You should always personalize the call before talking business, even if just telling a joke.
e. None of the above





Learn more about telephone etiquette: Visit following links to know more :

Business Phone Etiquette
Get Voicemail, Automated Attendants and Phone Features Working For You
http://operationstech.about.com/od/businesstelephonesystems/tp/PhoneEtiquetteHUB.htm

How to Improve Your Telephone Etiquette?

http://www.ask.com/questions-about/Telephone-Etiquette#anc_0

How to Improve Business Telephone Etiquette?

http://www.ask.com/questions-about/Telephone-Etiquette#anc_1

What is the definition of telephone etiquette?

http://www.ask.com/questions-about/Telephone-Etiquette#anc_2


What are the do's of telephone etiquette?

http://www.ask.com/questions-about/Telephone-Etiquette#anc_3


Why telephone etiquette?

http://www.ask.com/questions-about/Telephone-Etiquette#anc_4


How to Practice Telephone Manners in Business Etiquette?

http://www.ask.com/questions-about/Telephone-Etiquette#anc_5

Email Etiquette Certification (odesk test)

Syllabus of the odesk Email Etiquette Certification Test:
Interpersonal Internet Etiquette
Technical Internet Etiquette
Technical E-mail Etiquette
Interpersonal E-mail Etiquette



Rules for taking the Email Etiquette Certification test:
Duration:
35 minutes
Number of Questions:
35 Multiple Choice questions.
Each question has between 1 and 8 options of which 1 or more may be correct.




Before go to the original odesk test about Email Etiquette Certification you first should know

What is Email Etiquette?

Answer: Etiquette means 'common sense' and email etiquette means common email sense.  

Etiquette is proper behavior, or manners. E-mail etiquette is the proper use of e-mail. For instance which includes:

1. do not cc or reply all unless they all need to know;
2. do not use 'ALL CAPS' as it seems to be 'screaming' at someone;
3. do not put anything in the email that you would be embarrased about if forwarded to others;
4. keep in mind it is hard to tell emotions from text so be as clear as possible when sending a message.
etc.etc.

Email Etiquette Terminology/Abbreviation: 

AFAIK - As far as I know AFK - Away from keyboard AKA - Also known as ASAP - As soon as possible B4 - Before BAK - Back at keyboard BBL - Be Back Later BBS - Be Back Soon BCNU - Be seeing you BFN - Bye for now BRB - Be Right Back BTDT - Been There Done That BTSOOM - Beats The Stuffing Outta Me BTW - By the Way BYOH - Bat you onna head CFV - Call for votes CU - See you CUL - See you Later CUL8R - See you later DYJHIW - Don't you just hate it when EG - Evil grin F2F - Face to face FAQ - Frequently Asked Question FFS - For Foobars Sake FUBR - Foobared up beyond recognition FOAD - Foobar off and Die FWIW - For what it's worth FYA - For your amusement FYI - For your information G - Grin GA - Go ahead H - Hug HB - Hug back HIT - Hang in there HH - Holding hands HHOJ/K - Ha Ha, Only Joking/Kidding HIWTH - Hate it when that happens IAE - In any event IANAL - I am not a lawyer IBN - I'm Buck Naked! IDK - I don't know IMHO - In My Humble Opinion IMO - In my opinion IOW - In other words IRL - In Real Life IYKWIM - If you know what I mean JAM - Just a Minute JK - Just kidding K - Kiss KB - Kiss back KOTC - Kiss on the cheek L8R - Later L - Laugh LMAO - Laughing my a** off LOL - Laughs Out Loud

MORF - Male or female MOTAS - Members of the appropriate sex MOTOS - Members of the opposite sex MOTSS - Members of the same sex MUD - Multi User Dungeon NIFOC - Naked in Front of Computer NFW - No foobaring way NRN - No reply necessary O&O - Over and out OBTW - Oh, by the way OIC - Oh, I see OTOH - On the other hand OTT - Over the Top   PD - Public domain PMJI - Pardon me, Jumping in (when you interrupt a conversation) PMFJI - Pardon me for jumping in PITA - Pain in the aftdeck POTC - Peck on the cheek REHI - Hello again RFD - Request for discussion ROTFL - Rolling on the Floor Laughing (also ROFL) ROTFLMAO - Roll on the floor laughing my a** off RSN - Real soon now RTFM - Read The Foobaring Manual RUOK - Are you OK? S - Smile SB - Smiles back SITD - Still in the dark SNAFU - Situation normal, all foobared up SO - Significant other SOL - Sh*t outta luck (not us) STFU - Shut the Foobar Up SW - Shareware SYL - See you later TANSTAAFL - There ain't no such thing as a free lunch TARFU - Things are really foobared up TGIF - Thank God it's Friday TIA - Thanks in advance TIC - Tongue in cheek THNX - Thanks TTFN - Ta Ta for Now TTYL - Talk to You Later W - Wink WG - Wicked grin WRT - With regard to (also with respect to) WTF - What the Foobar? WTH - What the hell WTHDTM - What the heck does that mean YKYBOTLW - You know you've been on-line too long when...

 For better e-mail communication and etiquette:

1. Understand the difference between “To” and “CC.” As a rule of thumb, the more people you send an email to, the less likely any single person will respond to it, much less perform any action that you requested. The people you include in the “To” field should be the people you expect to read and respond to the message. The “CC” field should be used sparingly. You should only CC people who have a need to stay in the know. The “BCC” field should be used even more sparingly. People you include in the “BCC” field will not visible to others.
2. Keep messages brief and to the point. Make your most important point first, then provide detail if necessary. Make it clear at the beginning of the message why you are writing. There is nothing worse for the recipient than having to wade through a long message to get to the point. Worse, if you send long messages, it is much less likely that the person will act on what you have sent or respond to it. It’s just too much work. It often gets set aside and, unfortunately, forgotten.
3. Don’t discuss multiple subjects in a single message. If you need to discuss more than one subject, send multiple e-mails. This makes it easy to scan subject lines later to find the message you need. It also contributes to briefer e-mail messages and a greater likelihood of a response. Also, the more specific you can be about your subject heading, the better.
4. Reply in a timely manner. I don’t think e-mail demands an instantaneous response. I have written about this elsewhere. Responding once or twice a day is sufficient, unless you are in sales, customer service, tech support, or some other field where a faster response is expected. Regardless, you must reply in a timely manner, otherwise you will incrementally damage your reputation and decrease your effectiveness.
5. Be mindful of your tone. Unlike face-to-face meetings or even phone calls, those who read your e-mail messages don’t have the benefit of your pitch, tone, inflection, or other non-verbal cues. As a result, you need to be careful about your tone. Sarcasm is especially dangerous. If something gets “lost in translation,” you risk offending the other party. The more matter-of-fact you can be, the better.
6. Don’t use e-mail to criticize others. E-mail is a terrific way to commend someone or praise them. It is not an appropriate medium for criticism. Chances are, you will simply offend the other person, and they will miss your point. These kinds of conversations are usually better handled face-to-face or, if necessary, over the phone. Especially, don’t use e-mail to criticize a third party. E-mail messages live forever. They are easily forwarded. You can create a firestorm of conflict if you are not careful. Trust me, I’ve done it myself more than once.

Don’t reply in anger. It almost never serves your purpose or long-term interests.

7. Don’t reply in anger. In the heat of the moment, I have written some brilliant replies. I have said things in writing that I would never have the guts to say face-to-face. This is precisely why you should never ever fire off an e-mail in anger. They almost never serve their purpose or your long-term interests. They burn up relationships faster than just about anything you can do. If it makes you feel better, go ahead and write the message, then delete it. Usually a day or two after you didn’t send an angry e-mail, you’ll understand the wisdom of restraint.
8. Don’t overuse “reply to all.” Last week I received an e-mail from someone who needed to know my shirt-size for a golf tournament. He sent the e-mail to about ten or twelve people. No problem with that. However, some of the recipients, hit the “reply all” key (out of habit, I am sure) and sent their shirt size to everyone on the list. This, of course, just adds more clutter to everyone’s already unwieldy inbox. Your default response should be to reply only to the sender. Before you reply to everyone, make sure that everyone needs to know.
9. Don’t forward chain letters. These can be forgiven when they are from your mother, but they only add clutter in the workplace. Nine times out of ten, the information is bogus. It is often urban legend. If you feel you absolutely must pass it on, please make sure that it is valid information. If in doubt, check it out atSnopes.com, a Web site devoted to tracking urban legends and rumors.
10. Don’t “copy up” as a means of coercion. It’s one thing to copy someone’s boss as a courtesy. I do this whenever I am making an assignment to someone who is not a direct report. (I don’t want their boss to think I am going around them, but I also don’t want to bog my communication down in bureaucratic red tape.) But it is not a good idea to do this as a subtle—or not-so subtle—form of coercion. You may be tempted to do this when you don’t get a response to an earlier request. But I would suggest that you will be better served to pick up the phone and call the person. If they are not responding to your e-mails, try a different communications strategy.
11. Don’t overuse the “high priority” flag. Most e-mail programs allow you to set the priority of the message. “High priority” should be reserved for messages that are truly urgent. If you use it for every message (as one person I know does), you will simply be ignored. It’s like the boy who cried “wolf” one too many times.
12. Don’t write in ALL CAPS. This is the digital equivalent of shouting. Besides ALL CAPS are harder to read (as anyone in advertising will tell you.)
13. Don’t send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks. If you do so, you can put yourself or your company at risk. You could be sued for simply passing something along, even if you aren’t the original author.

Remember that company e-mail isn’t private. You have no legal protection.

14. Remember that company e-mail isn’t private. You have no legal protection. Anyone with sufficient authority or access can monitor your conversations on company-owned servers. If you need to communicate privately, then get a free account at GMail. Use it for anything personal or private.
15. Use a signature with your contact information. This is a courtesy for those receiving your messages. It also cuts down on e-mail messages, since people don’t have to send a second or third e-mail asking for your phone number or mailing address.
16. Provide “if-then” options. This is another tip I picked up from Tim Ferris, author of The 4-Hour Work Week. He says to provide options to avoid the back and forth of single option messages. For example, “If you have completed the assignment, then please confirm that via e-mail. If not, then please estimate when you expect to finish.” Or, “I can meet at 10:00 a.m., 11:00 a.m. or 2:00 p.m. Will one of those times work? If not, would you please reply with three times that would work for you?”
17. Use your spell-checker. I take my correspondence seriously. It reflects on me. As a publishing executive, I think the bar is even higher. If I misspell words, use bad grammar or punctuation, then I think it reflects negatively on me and my company. Lapses in grammar or punctuation can be forgiven. But misspelled words are just too easy to correct. That’s why God gave us spell-checkers. Make sure yours is turned on.
18. Re-read your e-mail before you send it. I try to do this with every single message. My fingers have difficulty keeping up with my brain. It is not unusual for me to drop a word or two as I am racing to transcribe a thought. Therefore, it’s a good idea to re-read your messages and make sure that you are communicating clearly and observing good e-mail etiquette.
19. Send emails with content.
     Avoid sending messages that say only “Thank you” or “OK.”  Co-workers understand that you appreciate their work, but if you still want to thank them, include more content, or say thanks in advance when you email a request.
    
    
    In this day and age, almost everyone has made minor or major email blunders.  With these pointers, some mistakes can be avoided. Email is a powerful form of office communication.  It is a useful tool.  Use it wisely.
20. Cc, Bcc and Reply All.
     Seemingly innocuous, these buttons may appear to create efficiencies in spreading information, yet they can be hazardous as well.  Ask yourself, if you would be the recipient of this email, would you want others to see it? If yes, who?
    Use Reply All sparingly.  Consider who really needs to see your response, and use Reply All only if you really need your message to be seen by each person who received the original message.  Never use Reply All if you have been the Bcc recipient of an email.
    Only Cc the person/s for whom that email has relevance.
    Bcc is useful when sending mass information to a group of confidential recipients, such as clients or patients.
    For regular interoffice correspondence, let the recipient know who has seen the contents of the email by using the Cc option.
    A Cc does not mean you should reply.  A response is not required or expected when you receive a Cc of a business email.  You are simply receiving a copy as an FYI or a courtesy.  The person who is expected to reply is the one addressed in To:.
21. Touchy Subjects.
     If you are looking for a way to avoid a sensitive conversation such as “Can I have a raise/bonus?” or “I really wanted the promotion you gave to a colleague,” email is not the place.  Although much easier to say from the comfort of your computer, these kinds of messages are better said more directly.
    Arrange a time to talk verbally about any sensitive matter.
22. Keep it neutral or positive.
     Since email can be forwarded to virtually anyone, write messages as if they are available for public viewing.  Negative emails that fall into the wrong inbox may implicate you to the point of losing your trust, good standing or even your job.  Lacking tone, negative remarks often sound much worse to the recipient than the sender intended.
    Include ONLY positive or neutral statements about people, things or ideas.
    Completely avoid negative, critical or sarcastic messages.
    Edit your email until all traces of negativity are removed.  If you can’t, save it in draft form and revisit it at a later time.
    
    
23. Keep It Simple.
     Emails are best used to communicate technical, practical or logistical details.   They should ask or answer any of the following questions: Who, what, where, when, should, could, can, would, do/does and is.  For instance, an email thread may begin: “Who is responsible for this client?” or “Could you please pick up the report on the way to the meeting?”  Alternatively, emails may be statements: “The report you sent me was missing one section.”
    Emails should be brief and to the point.
    Insert line spaces between sentences or short paragraphs.
    Use email to set up a time to discuss any matter other than quick details.
    If more than a couple of emails are needed to address or resolve an issue, email is not the right tool.  Don’t clog someone’s inbox with multiple emails.  Have a direct face to face or phone conversation instead.  If you like, you can then send one final email that summarizes the issue, decisions made and actions agreed upon, and that also thanks the person.
24. Subject Line.
     Using a descriptive subject line is very useful for many reasons.  First, emails without a subject line may get directed to spam.   Also, it helps the recipient know what the contents of the email will be.  Lastly, it makes retrieval of a specific email at a later date much easier.
    Take advantage of the Subject Line by using descriptive and relevant headings.
25. Response Time.
     All emails requesting a response should ideally be answered by the end of the next working day.  If you are unable to respond, a short note acknowledging receipt and a time frame for a response are in order.
26. Formality vs. informality.
     Beginning an email thread with a short greeting such as “Hi Mike.  How are you doing?” is definitely polite and proper.  Once the communication trail has begun, formal greetings can be omitted.
    
    
    
    
    For odesk Email Etiquette Certification (odesk test):  (Part> 1 for partial questions):
    [ Please prepare yourself before attending into real odesk examination]
    
    
     Question:
    On a social networking site, which of the following is important to consider — in a personal way - when uploading photographs?
    
    
    
    
                a.         How many images you can upload as fast as possible.
                b.         Consider the feelings and reputation of the person whose image you are uploading, especially if the image is compromising in some way.
                c.         Whether it is clear that you are the one uploading the images or not.
                d.         None of the above
    
    
    Question:
    What is a very useful last thing to do before sending out any e-mail?
    
    
    
    
                a.         Read the e-mail through for spelling and grammatical errors, to simplify the message if possible, and to check the recipient's e-mail address.
                b.         Nothing, the quicker you send it, the quicker they will receive it.
                c.         Copy the e-mail at least twice into a word document, as a double precaution.
                d.         Check the time, so you can remember when you sent it, in case they call.
                e.         All of the above
    
    
    
    
    Question:
    What does the phrase 'lurk before you leap' commonly mean on internet sites?
    
    
    
    
                a.         That you should set up a virtual online presence and scare people when they log-in.
                b.         That you should familiarize yourself with a website's contents — its purpose, its FAQ, its community — before making a contribution.
                c.         a and b
                d.         That you should contribute quickly before anyone discovers that you are an unwelcome presence, or only tenously connected to the site and its online community.
    
    
    
    
    Question:
    Which of the following are good tips for creating an impressive webpage?
    
    
    
    
                a.         Make the content informative and entertaining, but easy to read
                b.         Imitate other appealing sites in terms of their visual and textual content, but do not plagiarize.
                c.         Test all the links to make sure they work and connect to their intended new page.
                d.         Edit, edit, edit to ensure there are no mistakes in the content, as factual, grammar, typographical and spelling errors look unprofessional.
                e.         All of the above
    
    
    
    
    Question:
    Why is it important to be careful with formatting when sending an e-mail message?
    
    
    
    
                a.         It's not - you can format in any style you like, as the recipient will find a way to understand the message.
                b.         Because the recipient may not be able to read certain fonts or formats on his or her computer.
                c.         It is polite, and looks neater, especially if you use pretty colors.
                d.         Sometimes computers have been known to blow up when used with the wrong fonts.
                e.         None of the above
    
    
    
    
    Question:
    
    
    
    Which of the following is the best technique for sending a large e-mail attachment?
    
    
    
    
                a.         Just attach it and send it.
                b.         Email the other party directly first and make sure their connection can handle a large download.
                c.         Try and break it up into several smaller downloads, or 'zip' the file if possible.
                d.         Send part of it, and wait to see if they request the remaining part.
                e.         b and c
    
    
    
    
    Question:
    Which of the following could be considered as not being 'virtual events,' so you may wish to respond using a more direct reply or regular mail?
    
    
    
    
                a.         Weddings, funerals, engagements, birthdays.
                b.         After hours get-togethers.
                c.         Casual meetings related to school or work.
                d.         A local prize draw.
                e.         A coffee morning at a nearby school.
    
    
    
    
    
    
    Question:
    What does it mean when you type an e-mail in all capitals?
    
    
    
    
                a.         The e-mail is important
                b.         The e-mail is an emergency
                c.         The e-mail is classified information
                d.         The effect is that you are shouting
                e.         b and c
    
    
    Question:
    Which of the following is not a good practice for reacting to virus hoaxes and chain letters?
    
    
    
    
                a.         Forwarding them to your friends, as often advised by the e-mail hoax itself.
                b.         Discarding or deleting them immediately.
                c.         Considering them, and allowing them to send to your entire contacts list, for other people to decide about their authenticity.
                d.         Printing them out and sending hard copies to a local internet watchdog or awareness group.
    
    
    
    
    Question:
    If you are chatting with someone via the instant messenger and text 'BRB', what have you said?
    
    
    
    
                a.         Been Ready Buddy
                b.         Been Really Busy
                c.         Being Really Busy
                d.         Be Right Back
    
    
    
    
    
    
    Question:
    What is the purpose of icon-emotions or so-called 'emoticons' in email communication?
    
    
    
    
                a.         They contain important information such as credit card number.
                b.         They indicate that the email is urgent.
                c.         They are meant for fun and entertainment value.
                d.         They act as a signature which is added at the end of each sent mail.
    
    
    Question:
    Why is it always good to use proper grammar and correct spelling in internet postings like message boards?
    
    
    
    
                a.         People who are non-native English speakers will understand your writing easily.
                b.         Good grammar and spelling keep ambiguity to a minimum, thereby communicating the message more clearly.
                c.         You do not want to be embarrassed.
                d.         It is good manners, and you can be proud of yourself.
                e.         You are always morally judged by how many typos you make.
    
    
    
    
    
    
    Question:
    What does it mean to 'respect somebody else's bandwidth'?
    
    
    
    
                a.         To measure the width of the desktop PC in comparison to a laptop of the same brand.
                b.         To open doors for them to fit through, a reference specifically to the real rather than the virtual world.
                c.         To be conscious of how much storage space you are controlling in any given communication, since everyone only has limited space.
                d.         To allow them two communications for every single communication of your own.
                e.         None of the above
    
    
    
    
    Question:
    What is a business 'welcome page' and how can it be useful?
    
    
    
    
    
    
                a.         It's not: welcome pages are always distracting and take too long to load.
                b.         It can give an impression of professionalism, as well as introduce the company brand, logo and overall interests.
                c.         It's the same as the home page.
                d.         It's the same as the goodbye page.
                e.         None of the above
    
    
    Question:
    Which of the following are important differences between face-to-face meetings and online information?
    
    
    
    
    
                a.         You are virtually invisible online, so you can get away with a lot more.
                b.         Your face cannot be seen, so it is harder to convey your thoughts and easier to be misunderstood online.
                c.         Written communication should always be more polished and formal than real life spoken communication.
                d.         While cursing is okay in real life, it is strictly prohibited online.
    
    
    
    

For more about Email Etiquette knowledge please visit the following sites :  

www.youtube.com/watch?v=qjoKfeYnr2A   (Email Etiquette answers)

http://www.emailreplies.com/

http://www.marthas-web.com/forwarding-email.htm

http://blogs.millersville.edu/exchange/2011/10/20/“reply-all”-–-friend-or-foe/

http://www.junipershorepublications.com/1/post/2011/5/the-technical-elements-of-a-great-email-email-etiquette-part-2.html

http://www.canadianliving.com/life/work/email_etiquette_tips.php

http://www.crmlearning.com/Undeliverable-E-mail-Etiquette-for-Todays-Workplace-C9060-P56199.aspx

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http://valinet.com/eti.html

http://www.managementstudyguide.com/internet-and-email-etiquettes.htm

http://www.wou.edu/ucs/faq/etiquette.php

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