2. Your Audiences Use of Communication
Informational exchange consists in the content of messages but also the uses (intended or unintended) to which the information is put.
Internet communication and specifically email communication requires a number of factors to ensure that what is being communicated and expected of the receiver is clear. When communication occurs between individuals face to face or over the phone there are many ways that communication can be misinterpreted. The chance of misinterpretation amplifies with communication on the Internet. There are a number of key reasons why this can occur. Firstly, the Internet does not allow the recipient to see the facial expressions and they cannot hear the tone of the voice. Consequently, there may be times when the recipient misinterprets the wording of the email and therefore effecting where the rest of the communication goes. Secondly, people often assume that the recipient knows particular information or understands a particular style of writing. As a result the recipient may not understand parts of the email because they do not have all of the information required or they may not understand the language that is being used.
Prior to this course there was not much thought about the importance of information in emails and how it can effect communication. No thought was out into the emails. Now after learning the keys to Internet communication it has been made clear that email techniques are very important for effective Internet communication. From a number of personal experiences this has been made clear. For example, a close friend was serving in Iraq and often emails would be sent. There were times when it was unclear of the feelings that were being expressed and what was expected in return. Reflecting on the communicating skills that were being used and what should be used the question that was raised was, what is the appropriate language and how do you make the use of the information given in the email clear to the recipient? And how can this be achieved in either a professional or fun manner? Through the Net11 course and research these questions have been answered by using a number of key steps when emailing.
When emailing, it is important to use the subject heading to make clear the focus and content of the email. It is then important to format the email in a way that is clear and easy to find information, for example bullet points or short paragraphs can be used to break up the information (Orlando Regional Chamber of Commerce, 2004) It has also been suggested that make one point per email (mind tools 1995), although when a number of points need to be made and the recipient receives a number of emails it may lessen the likelihood of reading all of the emails in detail. Including what the expected response of the email should also be included so the recipient knows what is expected of them and therefore communication breakdown can be avoided. For example, if you would like a response to the email as soon as possible it needs to be stated. It is also recommended that the senders contact information should be included to ensure that the recipient can make contact. The last key suggestion of effective email communication is to not use abbreviations and use appropriate language for the audience. For example, if communicating in the work place the language needs to be professional compared to emailing a friend to see how they are going.
Internet communication is quite complex and needs to be thought through carefully in order to be effective. There is a lot more to emailing than simply typing and communicating. Emailing requires the communicators to think of the recipients and what the purpose is of the email that is being sent. Senders need to make sure that the content and expectations are clear. The recipient then needs to ensure that an appropriate response is given in response to the email ensuring that there is effective communication.
Annotated bibliography
Orlando Regional Chamber of Commerce. (2004). Effective Email Communication, retrieved July 31 2008 from http://www.imakenews.com/orcc/e_article000227828.cfm
This site was used to gain more information on what others thought was effective email communication. The information was viewed and then compared to other sites to determine the similarities and differences of views of effective email communication. The most valuable pints were drawn from this site to assist the reflection on concept 2 ‘Your Audiences Use of Communication. This site also assisted in answering some of the questions that were posed when reflecting on the concept at hand. The site set out the information well so it was clear to gather what was needed. Despite this the other site included in this bibliography was better with the information that was provided.
This site was an excellent site to gain a perspective on what professional effective email communication should consist of. It provided a great range of ways to communicate via email effectively. The points that were made did vary in some parts compared to other sited that were viewed. This assisted the reflection and discussion because a comparison was made and collated to answer the questions that were being posed as a result of reflection on the concept at hand. The site was set out very professionally using coloured and bold headings to create pathways to finding the information that was needed.
Other References
Net 11 The Internet: Communications (SP2)(2008). Concept 2: Your Audiences Use of Communication, Curtin University
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.
Before any discussion can take place on the concept of netiquette it is important to define what netiquette is. Netiquette is a combination of the words Internet etiquette. It is a set of rules or guidelines for behaviour that is acceptable online (Cypress college, n.d.)
Prior to the study of this subject netiquette was not consciously thought of and yet the netiquette standards were being practiced to an acceptable standard. One may then ask how do you acquire netiquette without actually learning the Internet guidelines specifically?
Seth T Ross, the author of a netiquette home page explains this concept by describing the Internet as a new culture (1990). James A Michener once said, “if you reject the food, ignore the customs, fear the religion and avoid the people, you might better stay home” (Ross, 1990). He said this in relation to people travelling the world and experiencing other cultures. When one travels the world they need to be prepared to learn the cultures they are experiencing and act accordingly to avoid being rude and unwanted. In human face-to-face interaction each culture has underlying rules of what is and what is not acceptable. For example, in Japan when greeting one another bowing to each other is what is acceptable and demonstrates polite behaviour. Whereas, in Australia people do not bow to one another but it is not considered to be rude because of the difference in culture. When cultures cross in face-to-face interaction what is culturally accepted is unknown. The more the culture is experienced the more the person becomes aware of the acceptable behaviour within that culture and begins to act accordingly.
The Internet is just another culture that has its own standards of behaviour (Hambridge, 1995). A first user is more than likely to make many mistakes in the way they communicate and interact on the Internet. For example, a new user may use CAPITAL LETTERS in their communication not knowing that capital letters are considered to be yelling (BCK2SKOL, 1999). The user will then soon discover the appropriateness of capital letters by either the type of response they receive or from observations made in further use. Therefore, “good communication practice on the internet is not something one ‘learns’, but something one ‘practices’ so as to teach others, less than familiar than yourself how it is done” (NET11, concept 7)
Despite what is written above concerning how one learns netiquette and what is expected of them within the Internet, there are still questions. The Internet is accessed worldwide and as a result there are many different cultures using the Internet. Therefore, how do these cultures that are all so different from one another come to a mutual understanding on what is acceptable communication on the internet?
Research suggests that there are many different communities on the Internet that can be called sub-cultures. Within these sub-cultures there are another set of netiquette guidelines. For example, one company may have a set of guidelines that differs from another company. For the majority of the time these guidelines do not differ too much from the guidelines of other sub-cultures, but there are still subtle differences to accommodate for the different cultures within the Internet. Therefore, there is a set of worldwide guidelines that users learn from one another and as they join the sub-cultures they learn adaptations to the guidelines.
This site provides a very detailed guideline in netiquette. This was useful to gain an insight into exactly what netiquette is and how it might vary from other sites that have netiquette guidelines. This sight was particularly used to assist the discussion on the Internet being like another culture. It provided another aspect in Internet communication and how effective communication can be achieved by following the netiquette guidelines. The site was set out in a way that made it very easy to fond information. The homepage consisted of a number of topics that had links to further information on that topic. The information given was not general but very specific which enabled better reflection than a more general site.
This site provided a more world wide recognised set of netiquette guidelines. Whereas in the other sites they were guidelines written by individuals and organisations that created their own netiquette guidelines and rules for their own purpose. This site also assisted the discussion on relating the Internet to another culture. It provided evidence for the argument that the Internet is just another culture that has its own rules, traditions and expectations of the people within the culture. This page was a very detailed document and as a result there were times when it was difficult to extract information. Despite this the site is a very reliable site and as a result has proven to be a great source for the discussion on netiquette.
Other References
Critical users of the Internet are capable of understanding when the tone or content of list discussions is such that they are better off being carried on further in private
There are many different ways of communicating on the Internet. Lists discussions is just another form of communication. List discussions involve an area or topic of interest that a group of people have in common. For example, for one of the tasks it was required to join a list group. Being a pre-school teacher it seemed appropriate to join a list that would assist in the discovery of resources that can be used in the pre-school classroom. The lists available and the topics they address are endless and as a result there is a large possibility that there is an appropriate list available for just about anybody.
In experiencing the pre-school resource discussion list the concept of public and private became evident very quickly. When joining the list it was requested that the discussions and postings for each day would be sent in one individual folder at the end of the day. For every folder that has been sent so far only half of the discussions have been on the topic of ‘resources for the pre-schools classroom’. For example, one of the discussions revolved around a person looking for a house to rent, then the success of them finding the house. In this circumstance it would be appropriate for these people to communicate privately. The reason being is that those that want to use the list to find information and resources have to read through and search through content that is not relevant to their needs.
The question to be asked then is: what is appropriate content or tone for list discussions and who decides what is appropriate? Research suggests that appropriate behaviour and content in list discussions varies depending on the list group. In the majority of list groups there are a set of rules that are displayed when a new members joins. For example, there is a list discussion called Web4Lib. This list discussion involves libraries across the world discussing the issues that may arise in relation the management, creation and support of library based world-wide-web servers (Tennant 1994). Web4Lib has a list of very strict rules for its discussion. For example, messages posted within the list discussion do relate to Web4Lib topics are not tolerated and those people may be asked to leave the list if the behaviour persists (Tennant 1994). The guidelines also make a very relevant point that ties in well with the concept that is being discussed. The guideline states that people are to “Take "conversations" off the list, when list interaction becomes two-sided (two individuals trading comments or arguments) it is a sign that you should take the discussion off the list and correspond with that person directly. If the discussion was of interest to the general membership you will see others posting on the topic as well”(Tenannt 1994). Therefore those that create and manage the list have the right to determine the rules and guidelines of the list discussion and intervene when appropriate.
It is important for an internet user and users of list discussions to understand and be mindful of the use of list discussions and act appropriately according to the standards of each list discussion. As a result the users need to use their own discretion and think critically about the way they conduct themsleves when in the lists discussions to ensure that the guidelines are being met. This ensures that those that are suing the list discussions are not having to scan through discussions that should be done in private whilst looking for valid information concerning the topic at hand.
Annotated Bibliography
This site was used to gain a perspective on what email lists expect of the people within the lists and what discussions are appropriate. The information within the site provided an example of the rules of an email list and what would happen if the members swayed from the topic at hand or were having a one on one discussion rather than a group discussion. The site was formatted in a way that was easy to extract information for the purpose of the reflection/discussion. The headings provided easy access to the information needed. This was the best site that was found. It was quite difficult to find good sites that had this sort of information.
This site was used to gain another perspective of the rules and guidelines that are expected of those using email lists. The information provided supported the information from the Web4Lib Electronic discussion site. It confirmed that each list has its own set of rules but these rules tend to have similarities. For example staying on the topic at hand. The site is set out in a way that enables information to be found easily but it not as easy as the above site. The site was also used to determine the similarities between the rules of lists and what is generally expected of list users.
Other References
Net 11 The Internet: Communications (SP2)(2008). Concept 19: Public and Private, Curtin University
23. Human-computer interfaces
The Internet lessens the recognition of difference between humans and computers because, at a distance, it is often feels similar to communicate and act on the Internet regardless of whether one is speaking with a human or a machine.
The use of computers and the Internet has evolved since their first emergence. When computers were first introduced the programs used on the computers were very basic and required much instruction from the user. Computers today have the ability to ‘think’ for the user and instruct the user instead of the user instructing the computer. With the development of computers came the development of the Internet. The Internet opened up many possibilities for computer users. In the beginning the use of the Internet was mainly for information seeking. The use of the Internet today is endless, you can communicate through many different mediums, shop, find information concerning just about anything and much more. Due to the concept of automation and the development of sophisticated programs there is often times when it is difficult to determine whether the humans using the Internet are communicating with other humans or the computer itself.
The concept outlined gave an example of when a computer program fooled a number of people into thinking it was human when communicating on the Internet. As a result of this event it is claimed that the example “proves more about the lack of communication skills of humans than the abilities of computers”(Net11 2008). What this claim does not consider is that it is humans that created the program and therefore it is designed to communicate like a human. Therefore, as technology and programs are becoming more sophisticated the ability of the computer is levelling with the ability of humans (Wang 2003). Rather than this event proving the lack of communication of humans it proves the sophistication of human minds.
Due to this level of sophistication the Internet does “lessen the recognition of difference between human beings and computers” (Net11 2008). This occurs for a number reasons. Firstly, when communicating on the Internet the information regarding whom you are communicating with and where they are, are hidden from view. As a result there is a great amount of trust that is needed when communicating on the Internet. Or rather it should be a great deal of scepticism that is needed to avoid being fooled when communicating on the Internet (Suler 2005). Secondly, the Internet enables users to do just about anything without even having to leave the home. For example, it is possible for Internet users to do all their shopping online, including groceries. As a result the human interaction that usually happens on a daily basis face to face can now happen over the Internet. Consequently, it is natural for the human mind to associate the Internet communication with everyday human interaction.
The question is now, why to humans readily accept this concept and welcome these machines into their lives? The main reason for this acceptance is convenience and speed. In today’s society expectations and demands of an individual are increasing. Consequently, humans are looking for the quickest and cheapest option. The computers and specifically the Internet are providing these exact qualities. People can shop and communicate at their own convenience, whether it is in the middle of the day or the middle of the night. The Internet also provides a means of communication for those that are lonely. Chat rooms, group chats, e-mail lists and much more connect those with similar interests. Therefore, even though the Internet “lessen the recognition of difference between human beings and computers” (Net11 2008), the communication is still effective.
Annotated Bibliography
This site was an excellent source for the purpose of this discussion. It provided an academic account on the psychological aspects of using the Internet and the effects it can have on Internet users. It also provided an approach that many Internet users take when using the Internet with regards to the their communication and who they communicate with. The site was divided into a number of sun-headings, which enabled information to be found quickly. There was also a plethora of links to explain concepts or meanings of the terms being used within the site. This enabled a great understanding of the information being provided on the site.
This site was used to assist the argument that it is humans that create the computers and software and as a result the computers are only as smart as humans. The site was also used to determine the reasons why humans use computers and why there is such a large demand for them in today’s society. The site had useful information but was not set out in the best way. The information was not structured in a way that it could be accessed easily. Reading and searching was required to find the information that was needed to assist the discussion.
Other References
Net 11 The Internet: Communications (SP2)(2008). Concept 23: Human-Computer Interfaces, Curtin University
