Why do you need email etiquette?
A company needs to implement etiquette rules for the
following three reasons:
- Professionalism: by using proper email language your company
will convey a professional image.
- Efficiency:
emails that get to the point are much more effective than poorly worded emails.
- Protection from liability:
employee awareness of email risks will protect your company from costly law suits.
What are the etiquette rules?
There are many etiquette guides and many different etiquette
rules. Some rules will differ according
to the nature of your business and the corporate culture. Below we list what we
consider as the 31 most
important email etiquette rules that apply to nearly all companies.
32 Most important email etiquette tips:
1. Be concise and to the point
2. Answer all questions, and pre-empt further questions
3. Use proper spelling, grammar & punctuation
4. Make it personal
5. Use templates for frequently used responses
6. Answer swiftly
7. Do not attach unnecessary files
8. Use proper structure & layout
9. Do not overuse the high priority option
10. Do not write in CAPITALS
11. Don't leave out the message thread
12. Add disclaimers to your emails
13. Read the email before you send it
14. Do not overuse Reply to All
15. Mailings > use the bcc: field or do a mail merge
16. Take care with abbreviations and emoticons
17. Be careful with formatting
18. Take care with rich text and HTML messages
19. Do not forward chain letters
20. Do not request delivery and read receipts
21. Do not ask to recall a message.
22. Do not copy a message or attachment without permission
23. Do not use email to discuss confidential information
24. Use a meaningful subject
25. Use active instead of passive
26. Avoid using URGENT and IMPORTANT
27. Avoid long sentences
28. Don't send or forward emails containing libelous,
defamatory, offensive, racist or obscene remarks
29. Don't forward virus hoaxes and chain letters
30. Keep your language gender neutral
31. Don't reply to spam
32. Use cc: field sparingly
1. Be concise and to the point. Do not make an e-mail longer
than it needs to be. Remember that reading an e-mail is harder than reading
printed communications and a long e-mail can be very discouraging to read.
2. Answer all questions, and pre-empt further questions. An
email reply must answer all questions, and pre-empt further questions – If you
do not answer all the questions in the original email, you will receive further
e-mails regarding the unanswered questions, which will not only waste your time
and your customer’s time but also cause considerable frustration. Moreover, if
you are able to pre-empt relevant questions, your customer will be grateful and
impressed with your efficient and thoughtful customer service. Imagine for
instance that a customer sends you an email asking which credit cards you accept.
Instead of just listing the credit card types, you can guess that their next
question will be about how they can order, so you also include some order
information and a URL to your order page. Customers will definitely appreciate
this.
3. Use proper spelling, grammar & punctuation. This is
not only important because improper spelling, grammar and punctuation give a
bad impression of your company, it is also important for conveying the message
properly. Emails with no full stops or commas are difficult to read and can
sometimes even change the meaning of the text. And, if your program has a spell
checking option, why not use it?
4. Make it personal. Not only should the e-mail be
personally addressed, it should also include personal i.e. customized content.
For this reason auto replies are usually not very effective. However, templates
can be used effectively in this way, see next tip.
5. Use templates for frequently used responses. Some
questions you get over and over again, such as directions to your office or how
to subscribe to your newsletter. Save these texts as response templates and
paste these into your message when you need them. You can save your templates
in a Word document, or use pre-formatted emails. Even better is a tool such as
ReplyMate for Outlook (allows you to use 10 templates for free).
6. Answer swiftly. Customers send an e-mail because they
wish to receive a quick response. If they did not want a quick response they
would send a letter or a fax. Therefore, each e-mail should be replied to
within at least 24 hours, and preferably within the same working day. If the
email is complicated, just send an email back saying that you have received it
and that you will get back to them. This will put the customer's mind at rest
and usually customers will then be very patient!
7. Do not attach unnecessary files. By sending large
attachments you can annoy customers and even bring down their e-mail system.
Wherever possible try to compress attachments and only send attachments when
they are productive. Moreover, you need to have a good virus scanner in place
since your customers will not be very happy if you send them documents full of
viruses!
8. Use proper structure & layout. Since reading from a
screen is more difficult than reading from paper, the structure and lay out is
very important for e-mail messages. Use short paragraphs and blank lines
between each paragraph. When making points, number them or mark each point as
separate to keep the overview.
9. Do not overuse the high priority option. We all know the
story of the boy who cried wolf. If you overuse the high priority option, it
will lose its function when you really need it. Moreover, even if a mail has
high priority, your message will come across as slightly aggressive if you flag
it as 'high priority'.
10. Do not write in CAPITALS. IF YOU WRITE IN CAPITALS IT
SEEMS AS IF YOU ARE SHOUTING. This can be highly annoying and might trigger an
unwanted response in the form of a flame mail. Therefore, try not to send any
email text in capitals.
11. Don't leave out the message thread. When you reply to an
email, you must include the original mail in your reply, in other words click
'Reply', instead of 'New Mail'. Some people say that you must remove the
previous message since this has already been sent and is therefore unnecessary.
However, I could not agree less. If you receive many emails you obviously
cannot remember each individual email. This means that a 'thread less email'
will not provide enough information and you will have to spend a frustratingly
long time to find out the context of the email in order to deal with it.
Leaving the thread might take a fraction longer in download time, but it will
save the recipient much more time and frustration in looking for the related
emails in their inbox!
12. Add disclaimers to your emails. It is important to add
disclaimers to your internal and external mails, since this can help protect
your company from liability. Consider the following scenario: an employee
accidentally forwards a virus to a customer by email. The customer decides to
sue your company for damages. If you add a disclaimer at the bottom of every
external mail, saying that the recipient must check each email for viruses and
that it cannot be held liable for any transmitted viruses, this will surely be
of help to you in court (read more about email disclaimers). Another example:
an employee sues the company for allowing a racist email to circulate the
office. If your company has an email policy in place and adds an email
disclaimer to every mail that states that employees are expressly required not
to make defamatory statements, you have a good case of proving that the company
did everything it could to prevent offensive emails.
13. Read the email before you send it. A lot of people don't
bother to read an email before they send it out, as can be seen from the many
spelling and grammar mistakes contained in emails. Apart from this, reading
your email through the eyes of the recipient will help you send a more
effective message and avoid misunderstandings and inappropriate comments.
14. Do not overuse Reply to All. Only use Reply to All if
you really need your message to be seen by each person who received the
original message.
15. Mailings > use the Bcc: field or do a mail merge.
When sending an email mailing, some people place all the email addresses in the
To: field. There are two drawbacks to this practice: (1) the recipient knows
that you have sent the same message to a large number of recipients, and (2)
you are publicizing someone else's email address without their permission. One
way to get round this is to place all addresses in the Bcc: field. However, the
recipient will only see the address from the To: field in their email, so if
this was empty, the To: field will be blank and this might look like spamming.
You could include the mailing list email address in the To: field, or even
better, if you have Microsoft Outlook and Word you can do a mail merge and
create one message for each recipient. A mail merge also allows you to use fields
in the message so that you can for instance address each recipient personally.
For more information on how to do a Word mail merge, consult the Help in Word.
16. Take care with abbreviations and emoticons. In business
emails, try not to use abbreviations such as BTW (by the way) and LOL (laugh
out loud). The recipient might not be aware of the meanings of the
abbreviations and in business emails these are generally not appropriate. The
same goes for emoticons, such as the smiley :-). If you are not sure whether
your recipient knows what it means, it is better not to use it.
17. Be careful with formatting. Remember that when you use
formatting in your emails, the sender might not be able to view formatting, or
might see different fonts than you had intended. When using colors, use a color
that is easy to read on the background. 1
8. Take care with rich text and HTML messages. Be aware that
when you send an email in rich text or HTML format, the sender might only be
able to receive plain text emails. If this is the case, the recipient will
receive your message as a .txt attachment. Most email clients however,
including Microsoft Outlook, are able to receive HTML and rich text messages.
19. Do not forward chain letters. Do not forward chain
letters. We can safely say that all of them are hoaxes. Just delete the letters
as soon as you receive them.
20. Do not request delivery and read receipts. This will
almost always annoy your recipient before he or she has even read your message.
Besides, it usually does not work anyway since the recipient could have blocked
that function, or his/her software might not support it, so what is the use of
using it? If you want to know whether an email was received it is better to ask
the recipient to let you know if it was received.
21. Do not ask to recall a message. Biggest chances are that
your message has already been delivered and read. A recall request would look
very silly in that case wouldn't it? It is better just to send an email to say
that you have made a mistake. This will look much more honest than trying to
recall a message.
22. Do not copy a message or attachment without permission.
Do not copy a message or attachment belonging to another user without
permission of the originator. If you do not ask permission first, you might be
infringing on copyright laws.
23. Do not use email to discuss confidential information.
Sending an email is like sending a postcard. If you don't want your email to be
displayed on a bulletin board, don't send it. Moreover, never make any libelous,
sexist or racially discriminating comments in emails, even if they are meant to
be a joke.
24. Use a meaningful subject. Try to use a subject that is
meaningful to the recipient as well as yourself. For instance, when you send an
email to a company requesting information about a product, it is better to
mention the actual name of the product, e.g. 'Product A information' than to
just say 'product information' or the company's name in the subject.
25. Use active instead of passive. Try to use the active voice
of a verb wherever possible. For instance, 'We will process your order today',
sounds better than 'Your order will be processed today'. The first sounds more
personal, whereas the latter, especially when used frequently, sounds
unnecessarily formal. 2
6. Avoid using URGENT and IMPORTANT. Even more so than the
high-priority option, you must at all times try to avoid these types of words
in an email or subject line. Only use this if it is a really, really urgent or
important message.
27. Avoid long sentences. Try to keep your sentences to a
maximum of 15-20 words. Email is meant to be a quick medium and requires a
different kind of writing than letters. Also take care not to send emails that
are too long. If a person receives an email that looks like a dissertation,
chances are that they will not even attempt to read it!
28. Don't send or forward emails containing libelous,
defamatory, offensive, racist or obscene remarks. By sending or even just
forwarding one libelous, or offensive remark in an email, you and your company
can face court cases resulting in multi-million dollar penalties.
29. Don't forward virus hoaxes and chain letters. If you
receive an email message warning you of a new unstoppable virus that will
immediately delete everything from your computer, this is most probably a hoax.
By forwarding hoaxes you use valuable bandwidth and sometimes virus hoaxes
contain viruses themselves, by attaching a so-called file that will stop the
dangerous virus. The same goes for chain letters that promise incredible riches
or ask your help for a charitable cause. Even if the content seems to be bona
fide, the senders are usually not. Since it is impossible to find out whether a
chain letter is real or not, the best place for it is the recycle bin.
30. Keep your language gender neutral. In this day and age,
avoid using sexist language such as: 'The user should add a signature by
configuring his email program'. Apart from using he/she, you can also use the
neutral gender: ''The user should add a signature by configuring the email
program'.
31. Don't reply to spam. By replying to spam or by
unsubscribing, you are confirming that your email address is 'live'. Confirming
this will only generate even more spam. Therefore, just hit the delete button
or use email software to remove spam automatically.
32. Use cc: field sparingly. Try not to use the cc: field
unless the recipient in the cc: field knows why they are receiving a copy of
the message. Using the cc: field can be confusing since the recipients might
not know who is supposed to act on the message. Also, when responding to a cc:
message, should you include the other recipient in the cc: field as well? This
will depend on the situation. In general, do not include the person in the cc:
field unless you have a particular reason for wanting this person to see your
response. Again, make sure that this person will know why they are receiving a
copy
