Agent support manual
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E-mail (electronic mail) is widely used both in homes and in business. It is a quick, easily accessible communication tool used extensively at Bushland Blooms.
As with any communication tool, it is important to recognise the common features of the tool.
There are many different e-mail programmes in use today. Each one has a slightly different look, but most share some or all of the following features.
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Folders are used to store and organise your e-mail messages. bullet point.
Inbox - All new messages automatically arrive in your Inbox. , bullet point.
Outbox - All outgoing messages are sent to the Outbox. If you are connected to the Internet, the message is instantly sent. If you are not, the message remains in the Outbox until you connect and click the Send and Receive button. , bullet point.
Drafts - Think of a draft as a work in progress. Use the Drafts folder for messages which are partly complete, and which you wish to finish later. Most programmes allow you to click on Save Draft, which allows the e-mail to be transferred to Drafts. , bullet point.
Sent items - All messages that have been sent are transferred to this folder. This can be useful when confirming a response you made to a customer, or in settling disputed communications. , bullet point.
Deleted items - When you delete a message, it is transferred to your Deleted items folder. To finally delete the message from your e-mail, you will need to empty your deleted items folder. , bullet point.
Address Book - An Address Book is used to store e-mail addresses. This saves you typing in a person's full e-mail address. Instead you can select that user from a list or just type in their name.
Compose/New - Click on this to create a new message. , bullet point.
Send - Click on this button to send your message to the recipient. , bullet point.
Attach/Insert - You will be asked whether you want to add a file or a picture. You will need to locate the file on your computer, and then click ok to attach it. , bullet point.
Save/Save Draft - Click on this button to save your e-mail. , bullet point.
Cancel - Click on this button to cancel your e-mail. You can cancel at any stage before sending the e-mail. , bullet point.
Delete - Click on this button to send your e-mail to the trash/recycling bin folder. It will stay here until you delete the contents of your trash folder. , bullet point.
Block - Click on Block to prevent unwanted e-mails arriving in your Inbox. , bullet point.
Reply - Click on this button to send a reply to the sender. This usually includes a copy of the original e-mail in the reply message. , bullet point.
Reply all - Some programmes allow you to Reply to all. This option will deliver your response to all recipients of the original e-mail. , bullet point.
Forward - This function allows you to send e-mails you have received, to people other than the recipient. , bullet point.
Move to folder/Put in folder - This function allows you to nominate which folder you would like to store the selected e-mail message in.
To - Type the name of the recipient(s) in this field. You can type in multiple addresses. When you use more than one address, separate the addresses with a semi colon (;). , bullet point.
CC - Type the name of anyone else you wish to view the e-mail.
For example, you may send an e-mail to a work colleague, requesting that they take a certain action. You would like your supervisor to be aware of this, so you would enter their e-mail address in the CC line. This is visible to the recipient in the To line, and sends a copy of the e-mail to your supervisor.
, bullet point.BCC - This is used when the sender does not want the recipient in the To line to be aware that the e-mail has been sent to someone else for viewing. , bullet point.
Subject - Type in the main point of the e-mail, so that the person receiving the e-mail has an idea of what the message is about. , bullet point.
Priority - High, Normal, Low. Indicates to the recipient how urgent the e-mail is. , bullet point.
The body of the e-mail
This should include the:
salutation , bullet point.
message , bullet point.
complimentary close , bullet point.
name of the sender (this can be typed in each time, or you can configure your e-mail programme to automatically add a signature on the bottom of each message you send).
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