4.1 Netiquette principles

Netiquette, short for network etiquette, is the set of accepted rules of polite, respectful and responsible behaviour when communicating and working online. It applies to emails, messaging groups, social media, discussion forums, online meetings and shared documents. Because online messages lack tone of voice and body language, they are easily misunderstood, so netiquette helps people communicate clearly, avoid conflict and build trust and a good reputation. Example: a team leader at a cooperative bank reminds members of a branch WhatsApp group to keep messages work-related, avoid forwarding chain messages and reply politely, after several heated exchanges upset staff.

4.1.1 Core rules of netiquette

The core rules of netiquette are widely accepted principles that guide behaviour in any online setting. They remind users that real people with feelings are on the other side of the screen. Example: a lecturer at a technical university shares these rules with students at the start of every online course.

Core rules

• Remember the human: Treat others online as you would face to face, with courtesy and respect.
• Behave online as you would in real life: Follow the same standards of honesty, law and good manners.
• Know where you are: Adapt your tone and content to the platform and audience, as a formal work forum differs from a friends' chat.
• Respect other people's time and bandwidth: Keep messages brief, relevant and free of unnecessary large files.
• Make yourself look good online: Use correct spelling, clear language and accurate information.
• Share expert knowledge: Help others by answering questions and sharing useful information.
• Keep disagreements civil: Disagree with ideas, not people, and avoid flaming.
• Respect other people's privacy: Do not share others' messages, photos or details without permission.
• Do not abuse your power: Administrators and moderators should not misuse access to others' information.
• Be forgiving of other people's mistakes: Correct errors politely and privately where possible.

4.1.2 Netiquette in different online settings

Each online setting has its own expectations, so good users adjust their behaviour to the tool they are using. Example: an administrator at a flower farm writes formal, well-structured emails to buyers but uses short, friendly messages in the farm's internal chat group.

Writing messages

• Use a clear subject or opening: State the purpose so readers know what the message is about.
• Avoid writing in capital letters: Text in full capitals is read as shouting.
• Be brief and organised: Use short paragraphs and get to the point.
• Check before sending: Review spelling, recipients and attachments.
• Use emojis and abbreviations carefully: They suit casual chats but not formal messages.

Group chats and forums

• Stay on topic: Post only content relevant to the group's purpose.
• Avoid spamming: Do not flood the group with forwards, adverts or repeated messages.
• Reply privately when appropriate: Personal matters should not be discussed in the whole group.
• Read before posting: Check earlier messages and group rules to avoid repeating questions.
• Respect group rules and administrators: Follow guidelines set for the group.

Social media

• Think before posting: Posts can be copied, shared and remain online permanently.
• Respect others' privacy: Ask before posting photos of other people.
• Avoid offensive content: Do not post hateful, abusive or discriminatory material.
• Verify before sharing: Avoid spreading rumours or unconfirmed information.
• Give credit: Acknowledge the original creator when sharing their work.

Online meetings

• Join on time and test equipment: Avoid delaying others with technical problems.
• Mute when not speaking: Reduces background noise.
• Use video appropriately: Dress suitably and choose a tidy background.
• Take turns: Use the raise-hand feature and do not interrupt.
• Use chat responsibly: Keep chat messages relevant to the meeting.

4.1.3 Common netiquette terms and poor practices

Some online behaviours are so common that they have their own names. Knowing them helps users recognise and avoid poor practices. Example: moderators of a farmers' online marketplace remove users who repeatedly post spam and troll other members.

4.1.4 Importance of netiquette

Practising netiquette brings personal, professional and social benefits, while ignoring it can damage relationships and careers. Example: a job applicant loses an opportunity at an engineering firm after the recruiter finds offensive posts on her public social media account.

Benefits of good netiquette

• Clear communication: Reduces misunderstandings and confusion.
• Positive relationships: Builds trust and respect among colleagues, clients and friends.
• Professional image: Shows reliability and good judgement to employers and customers.
• Safe online environment: Reduces harassment, bullying and hostility.
• Productive collaboration: Keeps group work focused and efficient.
• Legal protection: Avoids sharing content that breaches privacy, copyright or cybercrime laws.

4.1.5 Handling online conflict

Disagreements happen online as they do in person, but they escalate quickly when messages are written in anger. Handling them calmly protects relationships and reputations. Example: a customer care officer at an electricity distributor responds calmly to an angry customer's public complaint and moves the conversation to a private message.

Steps for handling an online disagreement

1. Pause before replying: Wait until you are calm rather than responding immediately.
2. Reread the message: Check whether you have understood the writer's meaning correctly.
3. Respond to the issue, not the person: Focus on facts and avoid personal remarks.
4. Use polite, neutral language: Acknowledge the other person's view.
5. Move to a private channel: Continue sensitive discussions by private message, call or meeting.
6. Agree to disagree if needed: End the exchange respectfully when no agreement is possible.
7. Report abuse: Use block and report tools or inform administrators if the behaviour is abusive.