Email Etiquette

RE/MAX Mumbai Gujarat Maharashtra

What is Email Etiquette?

• Etiquette is defined as the rulesgoverning socially acceptable behavior

• Applied to email – ‘virtual’ behavior

• Also applies to

– Chat

– Message Boards


Why?

• Most people use electronic communication

• May be your only communication with an individual

• Project a professional attitude

• Efficiency


Format

• Email Address

• Address person you are sending to

• Message length

• One subject per message

• HTML vs. Plain Text


Sending Messages

• Auto-Completion

• CC and BCC

• Subject

• Jokes and Chain letters

• Virus warnings


Replying

• Reply vs. Reply All

• Including the original message

• Replying to a list or group

• Auto-Replies – also known as vacation rules


Attachments

• Size

• Format

• Is it necessary?

• Is the recipient expecting it?

• Alternatives


General

• Message Tone

– Pleasantries

– WRITING IN ALL CAPS

– Excess Punctuation

• Spelling

• Grammar

• Abbreviations


• High Priority

• Signatures

• Opinions – also known as flaming

• Respond promptly


Email shouldn’t be used for !

• Discipline

• Grades

• Conflict resolution


Going for consensus:

• Understand other people’s views from their point ofview.

• Find conclusion which satisfies every one ratherthan expressing yourself.

• Genuine consensus is different from suppressingyour views in favor of a majority view. Don’t losethe main benefits of a group, which is havingmultiple perspectives on the same issue.

• Those who disagree strongly should stick to theirideas.


Practical communication principles (PCPs).

• PCP1: Thank, acknowledge and support people freely.Ex1: I like your comment Ex2: I agree with so. Ex3: Thanks…

– In computer conference, you cannot see other people nod theirheads smile or greet you. If you don’t receive anacknowledgement of a message, you feel ignored. People shouldknow that they have been appreciated.

• PCP2: Acknowledge before differ.Ex1: what I think you mean? Ex2: Have I got that right? Ex3: my own view

differs as follows.

– If you disagree with someone. Start by briefly restating what theother person has said. The person then knows that you are tryingto understand him, and is thus in a better position to take yourview seriously.


• PCP3: Speak from your own perspective:

Ex1: here’s how I see? Ex2: how I feel about?

- You can present other views with a direct quote like:

“ As so and so said in ex. “.

- Don’t generalize: Ex: “ it is a fact that … “

- If something is put as an absolute, there is no room for anyone else’s perspective.


Avoid ‘flaming spirals’:

• Sometimes someone will be offended at someone else’smessage, where no offensiveness was intended, andtherefore they would reply angrily.

• The first person may then respond angrily and so on,leading to an increasing spiral of abuse. This can easilyhappen in computer conference (no facial expression).

• The best solution for people involved is to affirm thatthey had not intended to offend and they understandthe other’s point of view.


On emotions in messages:

• Emotions can easily be misunderstood when you can’t see faces or body language. People may not realize you are joking.

• There are conventions for saying ‚ this is a joke‛ or expressing your feeling. They are called ‚ smileys ‚ or emotions.

• Ex1: I’m joking! 8- ).

• Ex2: -) smile.

• Ex3: 8- ( I’m feeling sad.

• Writing capital letters means shouting.


Where to write what:

• Before you send a message, check that it is addressed to the most appropriate place.

General style:

• Keep messages short. If you have something longer to say, put it in a word processor file and then attach it to a short message.

• Take the subject line seriously and make sure it is clear.

• People see subject line before the content of a message and may use it to decide whether or not to read the message.


Legal issues:

• If you are copying something written by someone else, put it in quotation marks.


Thank You

Email Etiquette

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