It is
important that whether for business or personal use that you follow the basics
of email etiquette. This document covers for you the top tips for email
etiquette that everyone needs to be aware of and follow. By following this you
will be a joy to communicate with while being perceived as a caring and
intelligent human being.
Sending
Emails
- Make sure your e-mail includes a
courteous greeting and closing. Helps to make your e-mail not seem demanding or terse.
- Address your contact with the
appropriate level of formality and make sure you spelled their name
correctly.
- Spell check - emails with typos
are simply not taken as seriously.
- Read your email out loud to
ensure the tone is that which you desire. Try to avoid relying on formatting
for emphasis; rather choose the words that reflect your meaning instead. A
few additions of the words "please" and "thank you" go
a long way!
- Be sure you are including all
relevant details or information necessary to understand your request or
point of view. Generalities can many times cause confusion and unnecessary
back and forth.
- Are you using proper sentence
structure? First word capitalized with appropriate punctuation? Multiple
instances of !!! or ??? are perceived as rude or
condescending.
- If your email is emotionally
charged, walk away from the computer and wait to reply. Review the
Sender's email again so that you are sure you are not reading anything
into the email that simply isn't there.
- If sending attachments, did you
ask first when would be the best time to send. Did you check file size to
make sure you don't fill the other side's inbox causing all subsequent
e-mail to bounce?
- Refrain from using the Reply
to All feature to give your opinion to those who may not be
interested. In most cases replying to the Sender alone is your best course
of action.
- Make one last check that the
address or addresses in the To: field are those you wish to send
your reply to.
- Be sure your name is reflected
properly in the From: field. Jane A. Doe (not jane, jane doe or
JANE DOE).
- Type in complete sentences. To
type random phrases or cryptic thoughts does not lend to clear
communication.
- Never assume the intent of an
email. If you are not sure -- ask so as to avoid unnecessary
misunderstandings.
- Just because someone doesn't ask
for a response doesn't mean you ignore them. Always acknowledge emails
from those you know in a timely manner.
- Be sure the Subject: field
accurately reflects the content of your email.
- Don't hesitate to say thank you,
how are you, or appreciate your help!
- Keep emails brief and to the
point. Save long conversations for the old fashioned telephone.
- Always end your emails with
"Thank you," "Sincerely," "Take it easy,"
"Best regards" - something!
Formatting
Emails
- Do not type in all caps. That's
yelling or reflects shouting emphasis.
- If you bold your type, know you
are bolding your statement and it will be taken that way by the other side
- X10!
- Do not use patterned
backgrounds. Makes your email harder to read.
- Stay away from fancy-schmancy
fonts -- only the standard fonts are on all computers.
- Use emoticons sparingly to
ensure your tone and intent are clear.
- Typing your emails in all small
case gives the perception of lack of education or laziness.
- Refrain from using multiple font
colors in one email. It makes your email harder to view and can add to
your intent being misinterpreted.
- Use formatting sparingly.
Instead try to rely on choosing the most accurate words possible to
reflect your tone and avoid misunderstandings in the process.
Email
Attachments
- When sending large attachments,
always "zip" or compress them before sending.
- Never send large attachments
without notice! Always ask what would be the best time to send them first.
- Learn how to resample or resize
graphics to about 600 pixels in width before attaching them to an email.
This will greatly reduce download time.
- Never open an attachment from
someone you don't know.
- Be sure your virus, adware and
spyware programs are up to date and include scanning of your emails and
attachments both incoming and outgoing.
- It is better to spread multiple
attachments over several emails rather than attaching them all to one
email to avoid clogging the pipeline.
- Make sure the other side has the
same software as you before sending attachments or they may not be able to
open your attachment. Use PDF when possible.
To,
From, CC, BCc, RR, Subject:
- Only use Cc: when it is
important for those you Cc: to know about the contents of the
email. Overuse can cause your emails to be ignored.
- Don't use Return Receipt (RR) on
every single email. Doing so is viewed as intrusive, annoying and can be
declined by the other side anyway.
- Include addresses in the To:
field for those who you would like a response from.
- Include addresses in the Cc:
field for those who you are just FYI'ing.
- Make sure your name is displayed
properly in the From: field.
- Remove addresses from the To:,
CC; and BCc: field that don't need to see your reply.
- Always include a brief Subject.
No subject can get your email flagged as spam.
- Think about your motives when
adding addresses to To:, CC:, BCc. Use your
discretion.
- Never expose your friend's or
contact's email address to strangers by listing them all in the To:
field. Use BCc:!
- Make sure when using BCc:
that your intentions are proper. To send BCc: copies to others as a
way of talking behind someone’s back are inconsiderate.
Email
Forwarding
- Don't forward emails that say to
do so--no matter how noble the cause may be? Most are hoaxes or hooey and
may not be appreciated by those you send to.
- If someone asks you to refrain
from forwarding emails they have that right and you shouldn't get mad or
take it personally.
- When forwarding email, if you
cannot take the time to type a personal comment to the person you are
forwarding to--then don't bother.
- Don't forward anything without
editing out all the forwarding >>>>, other email addresses,
headers and commentary from all the other forwarders.
- If you must forward to more than
one person, put your email address in the TO: field and all the
others you are sending to in the BCc: field to protect their email
address from being published to those they do not know. This is a serious
privacy issue!
- Be careful when forwarding email
on political or controversial issues. The recipient may not appreciate
your POV.
Email
and Perception, Privacy, Copyright
- Choose your email address
wisely. It will determine, in part, how you are perceived.
- Try not to make assumptions when
it comes to email. Always ask for clarification before you react.
- Posting or forwarding of private
email is copyright infringement -- not to mention downright rude. You need
permission from the author first!
- Even though it isn't right;
emails are forwarded to others. Keep this in mind when typing about
emotional or controversial topics.
- When there is a misunderstanding
by email, don't hesitate to pick up the old fashioned telephone to work
things out!
- Know that how you type, and the
efforts you make or don't make will indicate what is important to you and
if you are an educated courteous person.
- If you forward an email that
turns out to be a hoax, have the maturity to send an apology follow up
email to those you sent the misinformation to.
- When filling out a contact form
on a Web site, do so carefully and with clarity so your request is taken
seriously.
- If a friend puts your e-mail
address in the To: field with others you do not know, ask them to
no longer expose your address to strangers without your permission.
Business
Email
- Think of your business email as
though it was on your business letterhead and you'll never go wrong!
- If you cannot respond to an
email promptly, at the very least email back confirming your receipt and
when the sender can expect your response.
- Emailing site owners about your
product or service through the site form is still spam. Ask them if they
want more info first!
- When replying to emails always
respond promptly and edit out unnecessary information from the post you
are responding to.
- Formality is in place as a
courtesy and reflects respect. Assume the highest level of formality with
new email contacts until the relationship dictates otherwise. Refrain from
getting too informal too soon in your email communications.
- Never send anyone an email they
need to unsubscribe from when they didn't subscribe in the first place!
- Be very careful how you use Reply
to All and Cc: in a business environment. Doing so for CYA or
to subtlety tattle can backfire and have your viewed as petty or insecure.
- When replying to an email with
multiple recipients noted in the To: or Cc: fields, remove
the addresses of those who your reply does not apply to.
- Never send business attachments
outside of business hours and confirm that the format in which you can
send can be opened by the other side.
Chat,
IM, Texting
- When Texting or participating in
IM and Chat, try not to be overly cryptic or your meaning
can be misread.
- Use Instant Messaging (IM)
for casual topics or informational briefs. IM is not the place for
serious topics or confrontational issues.
- Start by always asking if the
person you are IMing is available and if it is a good time to chat.
Refrain from IMing during meetings or when your attention is
required.
- Practice communicating briefly
and succinctly.
- Always consider if calling the
other party on the phone is better when Texting about sensitive topics.
- IMing is not an excuse to forget your
grade school education.
- If you are not a smooth
multi-tasker, do not continue multiple IM sessions and leave folks
hanging while you communicate with others.
- Learn how to use the features of
your IM program. Specifically your "busy" and "away"
message features.
- Never IM under an alias to take
a peek at friends' or associates' activities.
- Take into consideration who you
are communicating with to determine the acronyms and emoticons that should
be used - if at all.
Social
Media, Blogs and Forums
- Keep in mind when Tweeting, on
Facebook or message boards that you are in a global arena.
- When discussions get out of
control; don't stoop to name-calling or profanities. You are better than
that!
- In forums, keep your signature
file to no more than 2-3 lines.
- Keep commercialism to no more
than a link at the end of your comment or contribution.
- Stay on topic and discuss issues
only relative to the thread/topic in question.
- If new to a group or forum,
"lurk" for awhile to get a feel for the community and
personalities of the regulars before you post.
- Never give out personal
information or specifics to your location on online -- nor should you give
out the personal information of others!
- Keep in mind there will always
be differences of opinion. Try to remain objective and not personalize
issues.
- Don't fall for trolls. Trolls
are folks who will post rude comments just to get a rise out of everyone.
- Be sure to down edit, or remove
any part of the post you are replying to that is no longer necessary to
the ongoing conversation.
Email
Considerations...
- Before getting upset because you
perceive someone didn't respond, check to see if their reply was
inadvertently deleted or sent to your Trash or Junk folder.
- With emotionally charged emails,
wait until the next morning to see if you feel the same before clicking
Send.
- Feel free to modify the Subject:
field to more accurately reflect a conversation's direction.
- When it comes to your email
communications, know who you can trust; trust only those you know.
- Take the time to review each
email before clicking Send to ensure your message is clear and you
are relaying the tone that you desire.
- Never use an old email to hit
reply and start typing about an entirely new topic.
- Regardless of how noble a forwarded
email may be, don't just forward without investigating its authenticity @
Snopes.com.
- Always add the email addresses
of Web sites and new contacts immediately to your approved senders or
address book so they get through Spam filters.
- Before completing a Web site's
Contact form; make an effort to review the site to be sure the information
you seek is not already available.
- Take a quick look at the e-mails
in your Trash before you delete them just in case a good e-mail landed
there by mistake.
- If any email states to forward
to all your friends, or just 5 people -- do everyone a favor and just hit
delete!
- Don't mass e-mail people who didn't ask to be on your personal "mailing list".
- Double check that your adware, spyware and virus programs are set to automatically update at least once each week so the software knows what to protect you from.
- And finally... Type unto others as you would have them type unto you!
Professional
standards expected for e-mail use
There are certain
professional standards expected for e-mail use. Here are some things to keep in
mind regarding professional e-mail conduct:
- Be informal, not sloppy. Your colleagues may use
commonly accepted abbreviations in e-mail, but when communicating with
external customers, everyone should follow standard writing protocol. Your
e-mail message reflects you and your company, so traditional spelling,
grammar, and punctuation rules apply.
- Keep messages brief and to the
point. Just
because your writing is grammatically correct does not mean that it has to
be long. Nothing is more frustrating than wading through an e-mail message
that is twice as long as necessary. Concentrate on one subject per message
whenever possible.
- Use sentence case. USING ALL CAPITAL LETTERS
LOOKS AS IF YOU'RE SHOUTING. Using all lowercase letters looks lazy. For
emphasis, use asterisks or bold formatting to emphasize important words.
Do not, however, use a lot of colors or graphics embedded in your message,
because not everyone uses an e-mail program that can display them.
- Use the blind copy and courtesy
copy appropriately. Don't use BCC to keep others from seeing who you
copied; it shows confidence when you directly CC anyone receiving a
copy. Do use BCC, however, when sending to a large distribution
list, so recipients won't have to see a huge list of names. Be cautious
with your use of CC; overuse simply clutters inboxes. Copy only
people who are directly involved.
- Don't use e-mail as an excuse to
avoid personal contact. Don't forget the value of face-to-face or even voice-to-voice
communication. E-mail communication isn't appropriate when sending
confusing or emotional messages. Think of the times you've heard someone
in the office indignantly say, "Well, I sent you
e-mail." If you have a problem with someone, speak with that person
directly. Don't use e-mail to avoid an uncomfortable situation or to cover
up a mistake.
- Remember that e-mail isn't
private. I've
seen people fired for using e-mail inappropriately. E-mail is considered
company property and can be retrieved, examined, and used in a court of
law. Unless you are using an encryption device (hardware or software), you
should assume that e-mail over the Internet is not secure. Never put in an
e-mail message anything that you wouldn't put on a postcard. Remember that
e-mail can be forwarded, so unintended audiences may see what you've
written. You might also inadvertently send something to the wrong party,
so always keep the content professional to avoid embarrassment.
- Be sparing with group e-mail. Send group e-mail only
when it's useful to every recipient. Use the "reply all"
button only when compiling results requiring collective input and only if
you have something to add. Recipients get quite annoyed to open an e-mail
that says only "Me too!"
- Use the subject field to
indicate content and purpose. Don't just say, "Hi!" or "From
Laura." Agree on acronyms to use that quickly identify actions. For
example, your team could use <AR> to mean "Action
Required" or <MSR> for the Monthly Status Report. It's also a
good practice to include the word "Long" in the subject field,
if necessary, so that the recipient knows that the message will take time
to read.
- Don't send chain letters, virus
warnings, or junk mail. Always check a reputable antivirus Web site or
your IT department before sending out an alarm. If a constant stream of
jokes from a friend annoys you, be honest and ask to be removed from the
list. Direct personal e-mail to your home e-mail account.
- Remember that your tone can't be
heard in e-mail. Have
you ever attempted sarcasm in an e-mail, and the recipient took it the
wrong way? E-mail communication can't convey the nuances of verbal
communication. In an attempt to infer tone of voice, some people use
emoticons, but use them sparingly so that you don't appear unprofessional.
Also, don't assume that using a smiley will diffuse a difficult message.
- Use a signature that includes
contact information. To ensure that people know who you are, include a signature
that has your contact information, including your mailing address, Web
site, and phone numbers.
- Summarize long discussions. Scrolling through pages of
replies to understand a discussion is annoying. Instead of continuing to
forward a message string, take a minute to summarize it for your reader.
You could even highlight or quote the relevant passage, then include your
response. Some words of caution:
- If you are forwarding or
reposting a message you've received, do not change the wording.
- If you want to repost to a group a message that you received individually, ask the author for permission first.
- Give proper attribution.
Posted by Zaffar Iqbal Durrani
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