Online Communication
Choosing the right channel
Online communication splits into synchronous tools, where people take part at the same time (instant messaging, chat, VoIP calls, video conferencing), and asynchronous tools, where replies come later (email, forums, discussion boards, comments). Matching the tool to the task is a favourite exam theme: a quick question to a colleague suits chat; a formal record or a file for review suits email.
In email, master the fields. To holds the people expected to act. Cc (carbon copy) keeps people informed and is visible to everyone. Bcc (blind carbon copy) hides recipients from each other - the correct choice for a large mailing list or when you must not expose addresses. Reply answers only the sender; Reply all answers everyone on the To and Cc lines and is the single most common etiquette error; Forward passes the message to someone new, ideally with a short explanation above the quoted text. A meaningful subject line, a concise body, an attachment (check the size limit) and a professional signature complete a good message. Spam is unsolicited bulk mail; move it to the junk folder rather than replying.
Netiquette applies everywhere: avoid typing in capitals (read as shouting), quote only the relevant part of a long thread, respect confidentiality, and do not share someone's message or photo without permission. In meetings, mute when not speaking and test sound and camera in advance.
Rule of thumb: if two recipients should not see each other's addresses, use Bcc; if everyone needs the information, use Cc; if only the sender needs your answer, use Reply.