Preece, J. 2004. Etiquette online: from nice to necessary. Communications of the ACM, 47: 56-61.
Preece’s article explores the current evolution of etiquette in a variety of new technology mediums. She depicts how the perceived ‘polite’ boundaries of internet publication, instant messaging, SMS messaging and email are often blurred. This can lead to, in some cases, the disintegration of virtual communities. This verifies her point that, in order to live in harmony with the virtual society we now find ourselves in, network etiquette, or ‘netiquette’, is a necessity. Reasons for this failure of courtesy and absence of consideration are linked back to societal problems, such as a drop in social interaction and a feeling of irresponsibility and immunity for one’s actions. This may be because of the perception that there are seemingly no consequences in an online forum. A variety of solutions are given to solve this epidemic of virtual bad behaviour, with reference to the current solutions in place. These include the addition of mediators, mentors and role models to virtual communities to add a very human aspect to the often faceless world of the internet; more controlling strategies including citizen regulation and filtering, a process that is becoming evermore popular in chat rooms and youth-orientated communication networks; and lastly, the concept of including ratings and rewards schemes, similar to those pioneered by internet giants Amazon and eBay.
--Dominic Jarvis 16:44, 11 Aug 2005 (EST)
Goldsborough, R. 2001. How to keep from embarassing yourself online. Black Issues in Higher Education, 18: 47, ISBN: 07420277
In ‘How to Keep From Embarrassing Yourself Online’, Goldsborough delves into the naivety of company spokespersons in the world of online corporate communication. His piece centralizes around an example of a company that receives various complaints from the public online. This particular company, without any names mentioned, then hires a particularly aggressive lawyer who is in no way savvy with the ways of corporate ‘netiquette’, triggering strong outrage from the virtual community and a significant loss of customers from the organisation. The author then uses a list of 16 points, to demonstrate, in an increasingly virtually-orientated world, how releases to both the public and the press over the internet should be conducted. These points range from indicating the stock-standard necessities of online communication and netiquette, such as not ‘flaiming’ (insulting people online) and using higher and lower case letters appropriately, to more corporate approaches such as appropriate paragraphing and the removal of casual gestures such as the use of ‘smilies’. Goldsborough uses humour incredibly well to convey his message of using old techniques of etiquette and analysing the context of a situation, even if the audience are not seen. He advises that texts such as "The Guide for Posting to Newsgroups" and "The Usenet Guide to Power Posting" be implemented more within the world of corporate communications and public relations.
--Dominic Jarvis 16:44, 11 Aug 2005 (EST)
Uslaner, E. M. 2004. Trust online, trust offline. Communications of the ACM, 47: 28-29.
In this particular journal article, the validity of moral trust within the limits of online communication, particular that in the sales and marketing of online stores, is called into question. Uslaner investigates the idea of moral trust being learned during childhood, which then, in turn, affects the approach that that individual takes to online communication in the future. This early experience determines how open to new technology they will be in the future, and even more so, how much information they will be happy to divulge to other people in the network. These ‘others’ may very well be, as the author states, ‘scoundrels’, people not to be trusted who were not instilled early on with a sense of morality. In this then hazardous environment, it is noted that online businesses now must prove their worth and moral foundations by implementing communications schemes to prove their validity as a trustworthy online operation. As in Preece’s work cited above, the rewards and ratings schemes implemented by eBay are further analysed, with fraudulent editing of these ratings being revealed, a practice that often leads to online fraud. This exploration of opposing user attitudes to online interaction and transaction highlights the varying attitudes in regards to the new forms of interaction within society.
--Dominic Jarvis 16:44, 11 Aug 2005 (EST)
Scheuermann, L., Taylor, G. 1997. Netiquette. Internet Research, 7: 269, ISBN: 10662243
Larry Scheuermann and Gary Taylor have collaboratively consolidated research regarding ‘netiquette’ and online social communication by a number of experts and academics. The authors have understood that many formal and informal attempts have been made to provide the internet using public with a guide for communicating politely and ethically online, and therefore, have provided a list of the most cited ‘netiquette’ and ‘nethical’ suggestions. These include Rinaldi’s ‘Ten commandments of computer ethics’ and Brakeman’s ‘Ten commandments of etiquette’, publications produced in 1996 and 1995 respectively, a time that was considered the conception of the internet revolution, where the net was becoming evermore popular with the global masses. Rules for advertising are also provided, with examples of companies, such as Canter & Siegel, that later regretted approaching individuals with promotional materials who did not request it, as this process lost more customers than it gained. Scheuermann and Taylor’s work also dicusses on how other various bodies such as employers, world governments and Internet Service Providers (ISPs) have had an impact on the world of internet ethics and etiquette. Enforceable rules, regulations and laws are now in operation in varying degrees around the world, and the once apparent freedom of speech and communication on the internet may begin to change. Breaches of such boundaries may lead to prosecution, such as in the case of ‘spam’ in Australia, or isolation from a virtual community online. Users must take note of such changes if they are to continually engage with the world online.
--Dominic Jarvis 16:44, 11 Aug 2005 (EST)
Meche, M., Spinks Barron Wells, N. 1999. Netiquette: a behavioral guide to electronic business communication. Corporate Communications, 4: 145, ISBN: 13563289
Spinks Barron Wells and Meche have taken a more direct research approach by compiling information on people’s, in particular student’s, attitudes to online communication and correspondence. The underlying theme of ‘netiquette’ is present with referral to Rinaldi’s guidelines as seen in Scheuermann and Taylor’s work cited above, though the actual application of these principles is seen with accordance to the author’s research project that measured student adherence to these guidelines. These particular students were from a local College of Business Administration where it was assumed there would need to be sufficient knowledge of online etiquette procedure, as it was deemed a necessity in the business environment. They were asked to deconstruct existing forms of etiquette, practices that were deemed fairly common in the world of online communication, and to conclude what they believed to be an accurate portrayal of ‘netiquette’ rules today. Much of this research focussed particularly on emails as opposed to other forms of new media technology. Students analysed issues such as the principles and mechanics emails; gimmicks like emoticons and email cards; and the consequences of having an international span of communication. From the research provided a list of 37 points was compiled to offer a more in depth analysis of etiquette online.
--Dominic Jarvis 16:44, 11 Aug 2005 (EST)
Goldsborough, R. 2004. Managing the risks and rewards of instant messaging. Black Issues in Higher Education, 21: 36, ISBN: 07420277
As opposed to his work cited above concerning corporate approaches to information release, in ‘Managing the Risks and Rewards of Instant Messaging’ Goldsborough looks at instant messaging within businesses across the United States. He finds that instant messaging has found itself playing a prevalent role in the world of cross-corporate communications. Once only thought to have been used by teenagers for social communication, instant messaging is increasingly being used by business men and women to create collaborative projects. Goldsborough reveals that 21 million business people worldwide use instant messaging, 10 percent of general users of the technology with the possibility of growth as more and more businesses become increasingly technologically sound. Though the many risks of such technologies are revealed, with a survey of 840 businesses that 16 percent of office workers are sending jokes, gossip, rumors or disparaging remarks; 9 percent are sending confidential information about their company, clients or coworkers; and 6 percent are sending messages with romantic, sexual or pornographic content. With such a high level of misuse, the next step for industry maybe heavy regulation of this technology. Change may only present itself when companies realise the legal risks, and therefore the financial risks, associated with instant messaging.
--Dominic Jarvis 16:44, 11 Aug 2005 (EST)
Bushko, D., Raynor, M. 2000. Do manners count? How new technology and a booming stock market have bred raw crude. Consulting to Management, 11: 56-57, ISBN: 15300153
In this article, Bushko and Raynor claim that the world is becoming increasingly rude. Fashioned in the ways of traditional business, they notice a decay in manners in not only the corporate world, but in online arenas as well, not to mention what they see as a lack of politeness in general society. They draw similarities between insensitive and aggressive behaviour seen in a car park to that of business professionals. More specifically, they point to e-business entrepreneurs, through the works of John Tierney, who has published work on the communications problems start-up internet executives have with polite and direct communication. Referencing to Tierney’s often strongly biased views, Bushko and Raynor give the example of Microsoft as a company that has often been seen as ‘lacking manners’. As Microsoft is of course an incredibly successful company, it is believed that smaller businesses wish to emulate its communication approaches, which the author’s speculate, may not be a good idea.
--Dominic Jarvis 16:44, 11 Aug 2005 (EST)
Denka, A. 1996. New office etiquette dilemmas. The CPA Journal, 66: 13, ISBN: 07328435
In ‘New Office Etiquette Dilemmas’ Andrew Denka strays slightly away from the science of ‘netiquette’ and focuses on many other problems faced by individuals utilizing new media technologies in the workplace. Practices include not trying to force technologies (such as instant messaging or email) onto people, but allowing them to approach it when they feel most comfortable. Issues as simple as these are often simply not dealt with within the work environment. Fax and voicemail etiquette are also investigated, to allow employees to know what format or timing is appropriate to use in the workplace, and to avoid aggravating fellow colleagues or customers. Rules on using other people’s computers, such as not altering files or changing formats are also provided. Denka has ensured that rights, particularly in the workplace, have not and will not be infringed upon. A strong point made throughout the author’s work is that privacy and freedom of movement are the key to a harmonious environment, both in physical and virtual proximity.
--Dominic Jarvis 16:44, 11 Aug 2005 (EST)
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