10: Automation
“Effective email use depends on automation or, more precisely, on the ability of effective users to make decisions and then implement them as to how automation of information processing can assist users to make more efficient use of their valuable time. Automation is critical to processes such as filtering and requires that humans try to anticipate the future and then give precise instructions to their email programs to deal with those future contingencies.” (Allen, n.d)
While automation is a useful tool that can be used as a timesaving device, there are situations where automation either does not save time, or causes issues for ineffective users. The types of automation that can be problematic if used incorrectly are automated email responses, automated spam filters and the use of email filters.
Automated email filters can significantly reduce daily execution of menial tasks. It is important when filtering email that you filter unimportant items that can be handled at another time. (Mann, 2006) The types of email that could fall into these categories are things like blog comments, community site announcements, memos, mailing lists and newsletters. (Mann, 2006) The aim of filtering email is to spend less time performing meaningless tasks and more time getting important things done. (Mann, 2006) As Mann (2006) concludes “like digital security and sustainable human love, smart email filtering is a process, and not a one-time event. Learn, tweak, watch, and improve to keep your priceless attention trained where it can do the most good.”
Another possible issue with using automation is the tendency of spam filters to not only filter out spam but also to filter legitimate emails. There are a number of terms that should be avoided when sending emails to ensure the email is able to get through spam filters. Some of these terms can include reference to business affairs, referring to something as free, using the word opt when accompanied with in or out and even referring to spam itself. (Delio, 2004) These terms can make it difficult for legitimate business to operate. McAfee Security routinely run into problems with this, as quite often emails they send out will be in reference to spam discussions or ideas on strategies to deal with spam. (Delio,2004) When sending an email it is essential to take spam filtering technology into consideration. The important thing to remember when dealing with spam filters is to adjust the filters to fit your own needs, and regularly check and tweak them to ensure they are working correctly. (Delio, 2004)
While in theory automated email responses seem like a fantastic way to reduce the costs of running a business, and decrease the time it takes to respond to queries. In reality the opposite can be true. Research from Jupiter a consultancy organisation has found that rather than decreasing business running costs, automated email responses can actually increase costs. Instead of a customer service operator answering a query over the phone, a business needs to employ staff to update the answer database. (Walker, 2001) Another issue with automated email responses is the tendency for the automated email program to either answer the query incompletely, or provide the wrong answer. In a survey Jupiter completed on automated email responses they found that less than 2% successfully answered the query with an automated response. (Walker, 2001) If a customer is dealing with automated technology and cannot get the correct response, they become frustrated and will likely take this frustration out on the customer service operator they then need to call to get the answer.
While automation can be a useful tool it is important to review and adjust email and spam filters to ensure they are working to individual needs. When sending emails bear spam filters in mind and try not to use words that will cause an email to be filtered as spam. While in theory automated email responses seem attractive, it can be difficult to train the database to provide correct responses on all occasions. (536 words.)
This is a blog that was posted by David Walker in April 2001 and was amended in May 2004. David Walker seems a credible source, he writes a fortnightly IT column for the Sydney Morning Herald and The Age. This post refers to research done by Jupiter consultancy and discusses the shortcomings of using an automated email system. He refers to the “email expectations gap” where automated email systems promise fast and effective responses to email responses but fail to deliver. He also comments on the research findings that discovered that email automation systems actually end up costing more money and alienate customers. This post would be a useful resource for businesses considering using an automated email program. (118 words.)
Site 2: Spam Filters Grab Good with Bad. http://www.wired.com/techbiz/it/news/2004/01/61945
This article was posted in the Wired IT section in 2004. Wired is a credible source of information. This article discusses the problems with new anti-spam technology and the tendency of this technology to filter the good with the bad. The article lists terms that should be avoided in an email if you want it to be sure it is received. It also highlights the need to check, tweak and train filters (Delio, 2004) to ensure they are working correctly and are not filtering legitimate emails. This article would be a good resource both for people considering updating their spam protection, and for people new to email that want to ensure their emails are received. (113 words.)
7. Netiquette
“Good communication practice on the Internet is not something one ‘learns’, but something one ‘practices’ so as to teach others, less familiar than yourself, how it is done.” (Allen, n.d)
Netiquette put simply means network etiquette, so it refers to the rules of socially accepted behaviour when communicating online. There are numerous rules and guidelines to proper netiquette and as these rules are constantly changing so it is difficult to know what netiquette entails. What is considered proper netiquette in one medium may not be considered necessary in another. For this reason it is important for experienced users to use proper netiquette and teach less experienced users by example.
One of the primary notions of netiquette is to remember that there is a real human at the other end of the connection. This is important because with online communication the opportunity to use visual cues such as body language or vocal tone to decipher the true meaning in an exchange is removed. This can lead to an increased likelihood of misunderstandings and frustration. (Shea, 1994)
The rules of netiquette are constantly changing and different Internet sites and applications often have different ideas on what netiquette entails. For example in discussion boards and chat the use of emoticons is encouraged; whereas in a business emails emoticons are discouraged and are generally considered too casual. When in doubt the best rule to follow is to treat others the way that you would like to be treated.
Though the netiquette rules are ever changing, there are however some netiquette rules that seem to be standard across the board. One of these rules is not to write in upper case as this is seen as yelling. Another netiquette rule that is fairly standard is not to say anything online that you would not be comfortable saying to the persons face. (Shea, 1994)
While there is no actual policing of these rules or legal consequences in most situations, many websites and discussion boards do have a code of conduct. While code of conducts may differ, failure to adhere to these rules can have varying penalties which can include the removal of offending posts or exclusion from the discussion board or website. When joining a new discussion board or group it is a good idea to familiarise yourself with the code of contact and it may even be helpful to watch other posts for a few days to learn what is expected.
Cyber Bullying is one example of what can happen if netiquette is not followed. There have been many recent media publications about the dangers of cyber bullying. Unlike conventional bullying where a person is able to escape the bully in their home, cyber bullying can be much more damaging as the bullying can extend into all aspects of life. Some schools are even teaching netiquette to primary school age children in a bid to stop instances of cyber bullying. (Tucker, 2009.)
As there are many differing ideas on what constitutes good netiquette and these rules or guidelines are likely to change, it is important to remember to be polite while online. It is the responsibility of an experienced Internet user to practice proper netiquette so that new users can learn what is expected and avoid making social blunders. (514 words.)
This site links to the online version of Virginia Shea’s book Netiquette, which provides in depth analysis of the various attributes to netiquette and seems a credible resource. This site is an extensive resource into all aspects of netiquette and covers broad categories such as netiquette basics, business netiquette, social netiquette and legal issues in netiquette. This site also explores flagrant violations to netiquette such as electronic hoax’s, forgery and email harassment to be wary of when communicating online. This site would be useful resource to both Internet newcomers and long time Internet users wanting to brush up on netiquette. (100 words.)
This blog is written by Tim O’Reilly, who is the CEO of O’Reilly media and a leading publisher of computer books so he seems a credible source. In the blog Tim suggests a number of ideas that could be used to form a blogger’s code of conduct in response to a series of weblogs that appear to have been produced to glorify cyber bullying. This post would be useful to bloggers that are looking for information on how to deal with cyber bullying. It includes a number of commonsense tips that anyone could use to assist them to deal with cyber bullying. (102 words.)
26. Privacy and Security.
“The Internet is a profoundly ‘open’ system and advanced Internet users are cautious about either accepting or sending material from and to unknown sources and are careful in releasing information about themselves in any form. Conceptually, the Internet challenges us to take greater responsibility for the protection of privacy and security than perhaps we are used to when dealing with the media.” (Allen, n.d)
Ever since the Internet was introduced there have been numerous concerns and threats to online privacy and security. While this has been a concern for many users, the Internet is too valuable a resource to be avoided because of security concerns. This has lead many users to take numerous precautions to protect privacy and security while online.
There are many different security threats to your computer these can include viruses, worms, Trojans, adware, spyware and keystroke loggers. Many of the risks to online security can be reduced by utilising protective software such as anti-virus programs, firewalls and spam filters but even with these programs there is still some risk. (Australian Government NetAlert n.d.) An advanced Internet user will also take additional precautions to protect their online security. These can include not opening attachments or clicking links on email when they are not from a trusted source, not downloading files from suspect websites and deleting dubious emails. (Australian Government ACMA, 2009a)
Another way to protect online privacy is to be wary of who you provide personal information to. Information such as your email address and phone number should not be given out to just anyone just because it is requested. In real life if a stranger requested your name and address you would not dream of giving it out. The same principle should be applied to the internet. When signing up to a website you normally do not need to provide your real details. To protect the privacy of your primary email address, it may even be useful to have a second email address that can be used to subscribe to newsgroups and newsletters. (McCandlish, 2002)
While the ability to make purchases online has in many cases made shopping considerably easier, it can also be a risk to online security. When shopping online it is of paramount importance to ensure the website is secure. Secure websites generally have an image of a padlock in the browser and usually begin with https. Shopping on unsecured websites can result in identity theft where your personal information is stolen and used without your knowledge or permission. (Australian Government ACMA, 2009b)
While many users go out of their way to protect their privacy when online, the recent social networking phenomenon has put many people’s privacy in jeopardy. Social networking relies on people posting personal information about themselves to sites like MySpace or Facebook. This information generally includes photo’s, relationship status, work status, family information, educational standing and personal messages. While there are concerns that social networking allows unwanted people to find you, perhaps a greater concern is that you do not know who is viewing your information. Would you really want your boss or prospective employer to view what was on your social networking site. An old work colleague was actually fired due to something he posted on his Facebook site. For people that feel the need to use social networking, privacy can be protected by being careful about what is posted and ensuring that only minimal information is shared with everyone.
Though the Internet contains numerous threats to privacy and security experienced users can actively protect this information. Responsible Internet users are aware of these threats and take responsible actions to protect their privacy and security while online. (530 words)
Site 1: Internet Security. www.netalert.gov.au/advice/security/internet_security.html
This site has been produced by the Australian Government to provide information to protect families online so it appears to be a credible source. This site includes detailed descriptions of common Internet security threats like viruses, worms and trojans. It also offers guidance on how to protect your computer from these threats such as using a firewall or antivirus program. There is also information on ways to protect your personal information while online and what steps to take if you believe your personal information has been accessed. This site would be useful to anyone that is planning on using the Internet; it provides helpful advice on internet privacy and security. (111 words.)
Site 2: EFF’s Top 12 Ways to Protect Your Online Privacy. http://www.eff.org/wp/effs-top-12-ways-protect-your-online-privacy.
This article has been produced by the Electronic Frontier Foundation and was written by Stanton McCandlish who is the Technology Director so it seems to be a credible resource. In this article the Electronic Frontier Foundation identify their top twelve ways to protect your privacy online. As well as pinpointing ways to protect your privacy, this site also provides links to other third party websites that contain products or services that can enhance the security protection on your computer. This article would be useful for anyone that is concerned about online privacy and who is looking for products that could enhance their security. (103 words.)
1. Asynchronicity.
“Asynchronous electronic communication is not the opposite of real-time, synchronous communication: rather it describes forms of communication that appear differently ‘located in time’ depending on the perspective of the sender and receiver.” (Allen, n.d.)
Asynchronous electronic communication is communication that is independent of time and place. The communication is intermittent and a time delay occurs between the sending and receiving of information. Unless a rapid response is required asynchronous electronic communication can actually be more useful than synchronous communication. (Wozniak, 2004.)
Asynchronous electronic communication is not hampered by geographical location or time zone. It does not matter if the sender and receiver are on opposite sides of the world; asynchronous communication allows them to be connected at times when it is suitable for each correspondent. Asynchronous communication has made it possible to conduct global business arrangements regardless of time differences. Can you imagine how difficult it would be to deal with business partners that were located in different time zones without asynchronous communication; there would only be certain times of the day that they were contactable. With asynchronous communication you can send an email during the day and have a response back the following morning.
Asynchronous communication is the primary means of correspondence in distance education; and makes education possible for people located regionally. Distance education relies on asynchronous communication. Lectures are available as audio or video podcasts or video streaming and tutorial tasks take place in discussion boards rather than in person. (Bergsma n.d.) This gives students the flexibility to access material at their own convenience; and allows the student time to reflect and check references before preparing a reply.
Asynchronous electronic communication allows the user to adapt the correspondence to meet their own requirements; and incorporate the exchange into their everyday life. While synchronous communication requires the user to set aside a specific time to correspond, asynchronous communication is able to be dealt with at the user’s convenience. Email and discussion boards can be added to at anytime of the day and night. Correspondence does not need to impact on family or leisure time and can be undertaken when it suits the sender.
Asynchronous communication allows the user to choose the time to respond and reduces the likelihood of an emotional response. (Wozniak, 2004) Where real time synchronous communication requires immediate responses, asynchronous communication allows the user to contemplate the exchange and reduces the tendency to respond emotionally. When using asynchronous communication the user can rephrase written communications to ensure they are well received; and can consider different ways to verbalise the communication.
Another advantage of asynchronous communication is the prospect of archiving the correspondence to utilise later. Email and discussion board threads can be archived and used at a later time. Generally archived correspondence can be searched for quite quickly. (Wozniak, 2004) This can be useful for many reasons either to avoid asking the same query again or even to confirm commitments that were agreed to during the exchange. Synchronous communication is normally not able to be easily archived.
The above examples highlight the significance of asynchronous communication in everyday life and emphasise the convenience of using this type of communication. They also validate the suggestion that in many situations asynchronous communication can be more useful than synchronous communication. (502 words)
This article was produced by Harley Bergsma who was a graduate student with San Diego State University so it appears to be a credible source. This article discusses the level of interaction in distance education and compares synchronous and asynchronous delivery modes. He notes that the major advantages of asynchronous communication in distance education are flexibility, as the learning can take place at any time or place and that it allows time for students to reflect rather than reacting instantly. This article would be useful for both students considering studying using distance education or educators looking to design distance education courses. (101 words)
Site 2: E-mail, incremental reading, creativity, and time-management. http://www.supermemo.com/articles/e-mail.htm
This article was written by Dr Piotr Wozniak who is a scientist of computer sciences and molecular biology and he seems to be a credible source. In this article he evaluates the advantages and disadvantages of using email when compared to other forms of communication. He discusses that the main advantage of email is in its asynchronicity. It allows users to not be distracted by instant communication and allows discussions to be prioritised using personal criteria. He contends that asynchronous communication is superior to instant communication unless speed is the main concern. This article would be of benefit to individual or businesses considering converting other forms of communication to email. (110 words)
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