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SSPA Releases New Support Sense Booklet(San Diego, CA December 4, 2001) – The Service & Support Professionals Association (SSPA) announces the release of a new SSPA Support Sense Booklet- “Email Etiquette: What You Send Is What They Get”. The Booklets are created as quick read, bite-sized pieces of information authored by support center experts from throughout the world. Topics range from technical issues, soft skills development and people issues, to customer satisfaction, eService and eCommerce and many other topical areas. The Booklets are available at www.supportgate.com/drg.The new Booklet now available is “Email Etiquette: What You Send Is What They Get”, by Ron Johnson, Director of Community Development, SSPA. Abstract: Since the beginning of time and when distance separated them, people have found many and varied means of communicating with each other. From the cave dwellers writing on cave walls, to the fastest running couriers of ancient times, to the pony express, to postal mail, to the telegraph and telephone- people have discovered new means of sending and receiving messages, whether across the street, over the mountains or around the world. With the dawning of the Electronic Age has come the newest communication method- Email. Like other forms of “distance communicators”, Email has added a wonderful, quick and efficient means to communicate with your family/friends, business associates and customers. However, like other forms of communication methods, a critical element of Email is to exercise common courtesy and etiquette. The Support Sense Booklets are part of the SSPA Data Research Group, which also includes the SSPA Survey- an industry-wide survey that provides a comprehensive review of over 100-service industry practices, performance indicators, and operations metrics and provides a benchmark for service and support organizations. A new Booklet is released monthly with these last ten and previous issues available at www.supportgate.com/drg. "Work Place Violence: Prepare to Prevent" “Starting From Nothing” "Shattering the Glass Ceiling: Closing the Gender Gap in Information Technology” “Get A Better Tool Without Losing Your Sanity Or Your Time” “Characteristics of Effective Teams” “Create Outstanding Customer Relationships and Retain Customers in The Process” “Electronic Software Distribution Management- An Idea Whose Time Has Come ” “A Short History Of Customer Service” “Responding To Customers in E-mails: Let The Customer’s Words Guide You.” “Telecommuting: Rewards and Risks” “The Future of Technical Support”. For additional information and how to obtain the Support Sense Booklets for your Support Center, please visit www.supportgate.com/drg. Call for Authors: Anyone interested in authoring a Booklet and participating in this exciting new SSPA venture should send an email to info@supportgate.com for additional information. About SSPA: Founded in 1989, SSPA represents over 15,000 service executives in over 500 member companies worldwide. SSPA gives service and support professionals opportunities to share ideas, discuss developing trends and network with their peers. SSPA offers its members conferences, seminars, specialized training, executive forums, certification programs and a variety of publications. SSPA resides at the web portal of Supportgate at www.supportgate.com. Through these ‘gates’ you will find the individual Membership Communities of the Service & Support Professionals Association (SSPA), the SSPA Europe, the SSPA Asia Pacific, the SSPA Service Vendors Alliance, (SVA) and the SSPA Professionals Membership. For more information regarding the SSPA and other related divisions, log on to www.supportgate.com building Internet service communities, or send an email to info@supportgate.com. Editorial Contact: Ron Johnson Supportgate.com 909.244.7002 rjohnson@supportgate.com top of page |
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