Testing and Acceptance Management

Induction

Effective communication
01-09-2011

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For internal use only

Agenda

1. 2. 3. 4. 5. 6. 7. 8.

General E-mail Etiquette Rules Think of these before you hit send Format your e-mails Paragraphs and bullets clarify Building better e-mails Dos and Dont Unwanted e-mails (SPAM ) Samples

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General E-mail Etiquette Rules

ALL CAPS IS CONSIDERED SHOUTING So is over punctuating!!!!!! Not using capitalization or punctuation makes e-mail hard to read Text messaging abbreviations r confusing 2 ur co-workers Avoid emoticons Explain Acronyms Check spelling and grammar before sending Avoid slang or at least keep it at a minimum

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Reference

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Think of these before you hit send

Needed (Does the recipient need this to do their job) Timely Relevant Complete Appropriate Compliant Professional Inoffensive Targeted Limit use of Reply to all Limit use of CC/BC Use Distribution Lists Carefully

| 01-09-2011 | TAM India | Debut Induction | Effective Communication

Format your e-mails

Without paragraph and bullets We need to test the upgrade before we proceed with the pilot in Pediatric Otolaryngology. Does the project have the funding to purchase a couple of the hardware upgrades so I can test with in this area? I can provide you a quote from Insight for the upgrade. I need to verify that it works as advertised before we advertise that we can do this for all devices.

| 01-09-2011 | TAM India | Debut Induction | Effective Communication

Paragraphs and bullets clarify

We need to test the upgrade before we proceed with the pilot in Pediatric Otolaryngology. Does the project have the funding to purchase a couple of the hardware upgrades so I can test with in this area? I will 1. provide you a quote from Insight for the upgrade 2. verify that it works as advertised before mass deployment

| 01-09-2011 | TAM India | Debut Induction | Effective Communication

Building better e-mails

Recipient Limit the number of people in the To: list to one or two Having too many people in the To list may confuse recipients. Is this meant for me? General information can be passed to a group / distribution list Example mail to ask all team members to register for a training Check the copy (CC:) list does everyone need to read this email? Avoid Blind Copy (BCC:) it is not good etiquette

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Building better e-mails

Strengthen the Subject Use Keywords in Subject line Action: Prepare slides for Leadership Breakfast on June 17 Info: Update on E-mail Etiquette Presentation Confirmed: Presentation will be ready for review on June 6th Delivery: Slide pack for June 17th Leadership Breakfast

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Building better e-mails

Sculpt the Body Break the message into distinct sections Introduce your Topic/Subject/Question/clarification Action summary Why are you sending the e-mail? Talk about your Topic- Background, details, but organize as Key points Definitions Summarize the email, so the recipient knows what to do If it is a question then ask it. e.g. Can you please confirm? If action then mention , e.g. I am expecting response from you by Monday Consider a deemed acceptance statement, e.g. If I dont hear / get a response by Monday I will assume that you agree with my assumption If you include attachments give explanation of what they are. Use corporate signature Please avoid personnel message/images in official e-mails.

| 01-09-2011 | TAM India | Debut Induction | Effective Communication

Rules
3 Volley Rule If a topic is bounced back and forth more than 3 times it is time to pick up the phone or schedule a meeting. 24 Hour Rule It is okay to write a heated e-mail, just wait 24 hours before you send it.

| 01-09-2011 | TAM India | Debut Induction | Effective Communication

Dos and Donts

Negative Should Must Do it We need "xyz" I don't agree I need this by I don't find this Can you send I don't know whether this will work I am assuming to complete We can not do this I will update the test case soon -This information is of no use I am Confused

Constructive Need avoid use of must and should. Need or similar is better Can you please do it Can you please share "xyz" I have a different opinion When can I expect this? Is it possible by end of day today? I am not aware of this. Can you please help me understand? Can you please. As per my understanding, this could work if I will complete ..... today eob / eod / asap we will able to do if / we can do this subject to the assumption I will update the test case positively by..... Do not use this line at all This information would be more useful if we get We are trying to analyze

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Dos and Donts

Negative

Constructive I understand that this works like this, correct me if wrong OR Can I don't know, you please help me understand this? Its not important for me, Do not use this line at all I dont know how this works now I will do the analysis and let you know. Please take care of the same in future This shouldnt happen again. This is really a bad way of working Please avoid sending excel sheet via mails and it would be better to update the sheet on the server sending excel sheet via mails Please resolve the issue can you please help to resolve the issue we have put this issue on hold this issue is currently on hold because I did not understand what you said. As per my understanding what you meant is: ----,please do correct me if I am wrong. I cant do that.Plz help. I tried to do it but I have problem Can you Pls help me with this step.

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Dos and Donts

Negative BAD there were issues facing issues FAULTS ALWAYS NEVER It Didn't work..

Constructive not good We are looking for a solution to address this situation facing challenges DIFFERENCES , Errors Most of the time SELDOM, hardly We tried but we got a different output. Can you please confirm if this is how it should work?

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The Noise
Daily more than 180 billion emails are sent An estimated 100 billion of these emails may be unsolicited Unwanted email Phishing Appear to be from legitimate site, businesses Request personal or financial information Only work if you click or respond, best to just delete Spam Ads and scams Replying or unsubscribing validates your address for more spam Do not reply, delete email Virus Malicious software Installed without your knowledge or consent You must click or open program to infect

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Why?
What is the point of these E-Mails? Money - #1 reason Selling information on black market Health Care approximately $50 per account Credit Cards approximately $2-3 per account Who is behind this? Hackers/scammers Organized criminals

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Sample

Wording to make you feel that you have to comply or you cannot access your money.

No specific time to comply Leaves no way to contact someone to verify authenticity.

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Sample

When you hover over links you see that they dont go to where you expect them.

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Sample

Never open an attachment from someone you do not know.

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Sample

Support groups will never ask for you to send you user id and password via e-mail

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Thanks

For more information please contact: T+ 91 22 6733 3798 suparna.dutta@atos.net

Atos India Mumbai India

www.atos.net
Atos, the Atos logo, Atos Consulting, Atos Worldline, Atos Sphere, Atos Cloud and Atos WorldGrid are registered trademarks of Atos SA. September 2011 2011 Atos. Confidential information owned by Atos, to be used by the recipient only. This document, or any part of it, may not be reproduced, copied, circulated and/or distributed nor quoted without prior written approval from Atos.

Your business technologists. Powering progress | 01-09-2011 | TAM India | Debut Induction | Effective Communication

For internal use only