13.3 Electronic Messaging

E-mail Etiquette — the Six Rules

AFH 1 defines e-mail as "the electronic transmission of information over computer-based messaging systems," and notes that its explosive growth across the Air Force prompted established guidelines to be used by all USAF members.

Rule 1: Be Clear and Concise

• Make sure the subject line communicates your purpose; be specific and avoid ambiguous titles
• Lead with the most important information
• If the goal is to answer a question, reiterate the question at the top of the page
• Use topic sentences if the e-mail has multiple paragraphs
• Use bold, italic, or color when necessary to emphasize key points
• Choose readable fonts, 12 point or larger when possible

Rule 2: Watch Your Tone

"Think of the message as a personal conversation." Be careful with humor, irony, and sarcasm, because "electronic postings are perceived much more harshly than they are intended, mainly because the receiver cannot see the sender's body language, hear the tone of voice, or observe any other nonverbal cues."

The rule most often tested: "Do not write using all CAPITAL letters — this is the e-mail equivalent of shouting and is considered rude."

Also: "E-mail is easily forwarded," and harassing, intimidating, abusive, or offensive material is unacceptable.

Rule 3: Be Selective About What Message You Send

Do not discuss controversial, sensitive, classified, personal, Privacy Act, or controlled unclassified information that requires special handling. AFH 1 raises the aggregation problem explicitly: "Remember operations security, even unclassified information, when brought together with other information, can create problems when in the wrong hands."

Do not create or forward junk mail, do not create or send chain letters, and do not use e-mail for personal ads.

Rule 4: Be Selective About Who Gets Your Message

• Reply to specific addressees — "only use 'reply all' sparingly"
• Get permission before using large mail groups
• Double-check the address before mailing, especially when selecting from a global list where many people have similar last names

Rule 5: Check Your Attachments and Support Material

"Before sending, ensure you have attached the attachments; this is a very common mistake." Also cite all quotes, references, and sources as required under copyright and license agreements.

Rule 6: Keep Your E-mail Under Control

Lock or sign off the computer when you leave your workstation. Create mailing lists to save time; read and delete files daily; keep an organized directory to minimize mailbox files; ensure record copies are properly identified and stored in an approved filing system; acknowledge important or sensitive messages with a courtesy reply; set an "auto reply" when away for an extended period.

Government Communication Systems

The governing sentence is direct and worth memorizing: "Government-provided messaging systems are for official use and limited authorized personal use only. All government communications systems are subject to monitoring, interception, search, and seizure for all authorized purposes."

Individuals may be held responsible for the content of their electronic messages and are responsible for maintaining sent and received information according to USAF records management directives. Electronic messages may be subject to requests under the Freedom of Information Act, litigation, and court orders.

Two specific prohibitions close the paragraph:

• Do not auto-forward electronic messages from the .mil domain to a commercial internet service provider
• Do not indiscriminately release electronic messaging addresses to the public

Privacy Act Information

The Privacy Act of 1974 requires agencies to provide safeguards to ensure the security and confidentiality of records and to protect individuals against an invasion of personal privacy.

AFH 1's handling rules are specific enough to be tested word for word:

• Exercise caution before transmitting personal information over e-mail
• "When information is sensitive and personal, e-mail is not the proper way for transmitting this information"
• When sending personal information within DoD, ensure there is an official need and all addressees are authorized to receive it under the Privacy Act
• "Controlled unclassified information" is added to the beginning of the subject line, followed by the subject
• The following statement is applied at the beginning of the e-mail: "This e-mail contains controlled unclassified information which must be protected under The Privacy Act and AFI 33-332."
• "Do not indiscriminately apply this statement to e-mails. Use only in situations when you are actually transmitting personal information"

That last instruction is the one candidates miss: over-labeling is itself a violation of the guidance.

Internet Use

Appropriate use. "Government-provided hardware and software are for official use and limited authorized personal use only." Limited personal use must be:

1. Of reasonable duration and frequency
2. Approved by the supervisor
3. Not adversely affect performance of official duties
4. Not overburden systems
5. Not reflect adversely on the USAF or the Department of Defense

All five conditions must hold — an item offering only "approved by the supervisor" as sufficient is wrong.

Inappropriate use. "Using the internet for other than official or authorized purposes may result in adverse administrative or disciplinary action." The prohibited list:

• Unauthorized personal use of federal government communications systems
• Uses that adversely reflect on DoD or the USAF — chain letters, unofficial soliciting, or selling except on authorized internet-based capabilities
• Storing, processing, displaying, sending, or transmitting prohibited content: pornography, sexually explicit or oriented material, nudity, hate speech or ridicule of others, gambling, illegal weapons, militancy/extremist activities, terrorist activities, use for personal gain, and other illegal or inappropriate content
• Storing or processing classified information on any system not approved for classified processing
• Using copyrighted material in violation of the rights of the owner — consult the Staff Judge Advocate for fair use advice
• Unauthorized use of the account or identity of another person or organization
• Viewing, changing, damaging, deleting, or blocking access to another user's files or communications without authorization
• Attempting to circumvent or defeat security or modifying security systems without prior permission
• Obtaining, installing, copying, storing, or using software in violation of the vendor's license agreement
• Permitting an unauthorized individual access to a government-owned or operated system
• Modifying or altering the network operating system or system configuration without written permission from the system administrator
• Copying and posting controlled unclassified information, critical information, or personally identifiable information on DoD-owned or commercial publicly accessible sites
• Downloading and installing freeware/shareware or any other software product without designated accrediting authority approval

Malicious logic protection. Protect systems from malicious logic (virus, worm, Trojan horse) attacks by applying a mix of human and technological preventative measures. Scan approved removable media devices for viruses before and after use if scans are not automated. Report suspected abnormalities — antivirus errors, virus alerts, unexpected file size increases, unexpected disk access, strange activity by applications — immediately to the organizational information assurance officer.

OPSEC and the internet. When accessing internet-based capabilities using federal government resources in an authorized personal or unofficial capacity, individuals shall comply with OPSEC guidance in AFI 10-701 and shall not represent the policies or official position of the USAF or the Department of Defense.