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Today’s Tip: Employ email etiquette.
I have a theory that etiquette should be taught in schools. Although I believe that basic etiquette (please, thank you, eating with your mouth closed…) should be taught at home there are some things that just don’t come up or apply in the home, like writing emails. Let’s face it we are raising an internet generation. Laptops are increasingly replacing books in school and emails are becoming the standard method of communication. Like writing a business letter, writing an effective and polite email is a skill required in the workplace and when seeking employment.
I have previously written about effective email communication and today’s tip focuses more directly on email etiquette.
Some tips on Email Etiquette
Be Polite: Begin your email with a polite salutation, either specific (Dear Bob) or general (Dear Colleagues, To Whom It May Concern). It is also suggested to include an inquiry into the health/wellbeing of the recipient. Personally, I prefer “I hope you are well”.
Be Concise: Use as few words as possible to adequately explain the context and point of your email.
Use Proper English: Write in full sentences with proper spelling, grammar and punctuation. Use proper letter writing structure, including dot points or separate paragraphs for multiple points. The more white space included, the easier it is for the recipient to read.
Familiarity and Tone: Avoid making your email appear too familiar as this can make the recipient feel uncomfortable. This includes using nicknames, kisses (x) and emoticons. The tone of your email should be active, however not aggressive. If you are asking for something, remember that you are asking and the recipient is not required to provide you with the information/item you are asking for. By remaining polite and avoiding over-familiarity or an aggressive tone (e.g. “I require…”) will increase the likelihood of a positive response.
Remain Calm: Avoid using UPPER CASE, large fonts or excessive exclamation points!!!! This can be interpreted as shouting or aggressive behaviour. If you were to have this conversation face to face, would you be shouting? It is best to avoid responding to emails while angry or upset.
Write A Subject Line: Include a subject line, 50 characters or less, with a description of the point of the email (e.g. “Issue with web login” rather than “Help”). Read this back to yourself and ask: Can I identify exactly what this email is about? It is recommended to write this first and ensure it is as specific as possible (e.g. “Term 4 Exam for English Extension 2″ rather than “Exam”).
Include Context: Include enough contextual information to inform the recipient of the background of your message (without unnecessary dialogue).
Message Thread: It is helpful to include the previous message thread where appropriate, for example where a conversation is taking place relating to your email. It is best to start a new message thread when your inquiry has changed, or where you are replying to a generic email with a specific inquiry. It is discouraged to start a new email thread regarding a topic already in correspondence.
Attach Files: Only attach files necessary to the message. Avoid attaching large files where possible. Ensure your file is attached before sending the email.
High Priority, Urgent and Important: Try not to use “High Priority” function unless absolutely necessary. Avoid the use of “Urgent” or “Important” and remember what is urgent or important to you may not be to the recipient. The more you use the high priority function or the words urgent and important, the less impact they will have.
Follow Up: If the recipient has not responded to you after 3 days, it might be required to follow them up with a second email or a phone call. However, it is best to allow 3-5 business days before following up. While you may be waiting on their response, following up with a second email or phone call after an hour or two is likely to result in a negative reaction. This is the same with following up over the weekend.
Including Recipients (Reply To All, CC and BCC): Include only the necessary recipients. Use “Reply To All” only when specifically requested by the sender, generally this function should not be used. Use the ‘cc’ function sparingly. If too many people are included in an email it can become spam. If managers are involved where not required, the exchange can become passive aggressive. Use the ‘bcc’ function when sending bulk email. Do not use ‘bcc’ as a method of alerting managerial staff.
Redistribution: Copy or forward a message or attachment only with permission. Avoid forwarding chain letters or spam.
Confidential Information: Avoid the discussion of confidential information. It is incredibly easy to obtain any information sent in an email. It is also best to assume everything typed on a work computer will be recorded using key logging software.
Safe For Work: Include a Not Suitable For Work (NSFW) warning if the email contains any adult or potentially offensive material. Generally if the email would not be safe for work, do not send or open it within a work account or on a work computer.
Use Your Real Name: I’m amazed that I even need to say this too, but I’m consistently intrigued with the number of people who send official emails using a “joke” email with a false name, or a variation of their name (e.g. their middle name instead of first name). Even if you set it up as an email address purely for these instances, use an email that is your real name and has the “name” listed as your real name. While Boobs McGee might be hilarious on the weekend, probably less so when submitting your resume.
Phew. After reading all that I hope you are feeling well armed to send some emails!
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