peterr@utcsrgv.UUCP (Peter Rowley) (08/16/83)
Here are some topics which came up in the comments concerning creation
of this newsgroup...
- how is human interaction affected by electronic mail systems?
- which universities have programmes in "CS and Psychology"?
- are there are publicly available graphic-design-of-programs
guides? Various reports show that Visicorp, Apple, and Xerox have
all spent quite a bit of effort coming up with their own,
proprietary, design guides.
Since there are few good sources in the field, bibliographies are
quite useful. I'll contribute a psychology of programming bibliography
in a week or so, possibly in conjunction with some colleagues at UoT.
peter rowley, U. Toronto CSRG
{cornell,watmath,ihnp4,floyd,allegra,utzoo,uw-beaver}!utcsrgv!peterr
or {cwruecmp,duke,linus,decvax,research}!utzoo!utcsrgv!peterrmoss@eosp1.UUCP (08/17/83)
Reprinted from Computerworld, Office Automation, Aug 17, 1983, Vol 17,
No. 32A (without permission)
Forum
By Judith H. Windt
The time has come to start thinking about electronic etiquette.
In every other area in which we communicate - offices, classrooms,
mealtimes, even cocktail parties, and, of course, the telephone - we
have established conventions and cues that allow us both to exchange
information and feelings and to respect each other's individuality and
privacy. By the time we are adults, we have developed dozens of for-
malities and unconscious cues centered around the use of the tele-
phone. However, in the face of electronic message systems, most of us
are still as inexperienced as children.
I want to offer some suggestions for electronic etiquette, so I
am simply writing down how I would like to be treated in various
office situations involving electronic communication.
* If the message is long and complicated, or if you want the
recipient go comment on or review the contents, note in the message
that a paper copy is to follow. Then send the paper copy.
You may question the point of sending an on-line version if
you're still sending paper. The recipient can store your message
electronically, edit it and send the revised version back to you
online. In addition, (although I admit this is unlikely) the reci-
pient can also get started think about it several hours early, even
before the paper copy arrives. Most people still find it difficult to
read from a screen, and even fewer can edit someone else's material on
the screen. Red pencil is still a satisfying weapon for most of us.
Another helpful trick for long, complicated messages is to follow
up or precede them with a face-to-face meeting or phone call. Then
you can clarify obscure points. Voice or person-to-person contact is
still the most efficient way to effect a rapid interchange.
* A good rule of thumb for setting communication priorities is
that the flesh-and- blood person in your office is first, the caller
on the telephone comes next and the electronic message is last.
In practical terms, this means you shouldn't keep swiveling away
from the person in your office to answer each message that leaps onto
your screen. Granted, the beep announcing a message is seductive, but
your visitor comes first. If you are the nervous type, you are per-
mitted to glance at the screen to make sure the beep isn't signaling
the imminent crash of the system.
* Having thoroughly assimilated your system of priorities, you
would, of course, never try to weasel past office visitors or busy
signals on the telephone via an electronic message. On the other
hand, because the recipient of the message does not have to answer you
immediately - does not, in fact, have to be logged on or even in town
to get your message - sending an electornic message is a good way to
get into a queue. You can fire off messages and queries in the heat
of inspiration - and then forget about them until you get your reply.
* Unless you use the automatic file option, you should send
yourself a copy of the message you send someone else, especially if
the message requires a rely. This ploy will save you embarrassment
when you get the reply a week later and you can't for the life of you
figure out what your question was.
* Speaking of getting replies a week later, do try to read and
answer all your messages as soon as possible. If you can't answer the
question today, you can send the message writer a brief reply:
If, however, you are an hysterically busy administrator who gets
58 messages daily, people may find it in their hearts to forgive you
if once a year you electronically absent yourself by letting your
unread mail fill your mailbox until no one can send you anything.
* Be careful of you tone. People react to electronic message in
different ways. In the absence of body language cues, some people
wonder whether to be formal or informal. Until you become chummier
with the other person, it's usually safer to err on the side of for-
mality.
Avoid joining those who, confronting the ephemeral nature of the
medium, become verbal Jack the Rippers. Remember, the person on the
receiving end of the message is real, even thought you can't see him.
Your will probably meet in the hall this afternoon and be in a meeting
together next week. Be at least as courteous as you would be face to
face, unless you enjoy ducking into empty offices on short notice.
* Electronic message systems give us the opportunity to address
people to whom we would not ordinarily have access. Don't send mes-
sages to the president of the company unless he asks you to.
* Resist the temptation to read what's on the screen of the per-
son you are visiting. Everyone knows that computer terminals occa-
sionally carry love letters, satirical poems or term papers for high-
school children who have not yet learned to type, as well as other
more legitimate sensitive information.
You should also learn to protect yourself. Be familiar with your
terminal's apparatus for blanking or dimming the screen or for filling
it with nonsence.
* Finally, do occasionally send pleasant messages - not only
birthday greetings and list of good books, but also praise for a job
well done. The recipient can then make a copy of your testimonial for
his dossier. It's a fast and easy way of helping someone.
This list is hardly comprehensive. Do you have any suggestions
for a guide to computer manners?
[Windt is an assistant to the publications group at Stanford
University's Center for Information Technology.]