Email Etiquette

Communication Etiquette

“How to Write Something Meaningful & Useful”

Part 2

Email Etiquette-“If E-mail had been around before the telephone was invented people would have said "hey, forget e-mail - with this new telephone invention I can actually talk to

people”

COMMUNICATION ETIQUETTE

• Etiquette is one of the most powerful forms of communication between people. Here are some things that must be observed.

Office Etiquette - Some of the most common blunders:

• Failure to perform introductions. Always introduce newcomers and visitors to members of the group. Introduce a lower ranking person to a higher ranking person. – i.e. Ma’am Baby this is Ms. Christine Soco of

Sandoz


• Failure to rise and offer a hand when being introduced. This is especially important for women who formerly were expected to remain seated, a custom that has changed in the 1980s and 90s. Usually best to stand when making introductions. It is also best to make a good impression when you stand in welcoming your guest.


• Inconsistency in addressing colleagues of equal rank. We sometimes refer to a male client as “Mr. Cruz” and a female client of the same rank as “Joanne”.


• Failure to respond to a business letter. As a general rule, a reply should be received within 4 days if the matter is important, and within 2 weeks at the least if less vital.


• Inappropriate attire. When meeting with clients or superiors, make sure that you are wearing clothes appropriate for the meeting.

Email

• E-mail messaging now exceeds telephone traffic and is the dominant form of business communication. Before having an email account is something fun, now most people now no longer find e-mail simple or fun. Here are some etiquette when writing an email.

Why is Email Etiquette Important?

• Audiences interact with the printed word as though it has a personality and that personality makes positive and negative impressions upon us.

• Without immediate feedback, your document can be misinterpreted by your students, so it is crucial that you follow the basic rules of etiquette to construct an appropriate tone.

E-mail Communication

• Do not put anything in an e-mail that you would not be comfortable seeing on the front page of the newspaper in the morning. You do not know where e-mail will go once you push the send button. The next person may forward it to the President and it has your name on it. Also, mistakes have been made… you think you are sending a note to your co-worker and instead it gets broadcast to the company. Don’t do it.


• Don’t forward jokes, chain letters or other types of junk messages especially those that others might find offensive, no matter how funny you may think they are. Don’t forward jokes or messages that are unkind to others such as jokes making fun of particular races, ethnicities, religions


• Keep it simple. Keep the text simple:– No more than 2 or 3 paragraphs,

– No more than 2 or 3 sentences to a paragraph.

E-Mail Etiquette

• Consider all Email communication to be business communication.

• Remember –– The Recipient may not be able to decipher the

tone of the communication.

• Avoid using too many abbreviations, acronyms.

E-Mail Etiquette

• Use proper spelling, grammar & punctuation.– Spell Check & grammar check. When in doubt

use MS Word.

• Use templates for frequently used responses

• Read the email before you send it

E-Mail Etiquette

• 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.

E-Mail Etiquette

• Signatures– At the end of the email, always state who you

are, what position you have in the company, & other means of contacting you

– Add a quote if you want, but make it short (maximum one sentence only)

– Don’t add pictures, unless it’s the company/group logo. It would look childish if in a different manner.

E-Mail Etiquette

Consider using the Phone or talking directly to the person…

• Some communication is better handled in person or on the phone where your voice and tone can help communicate.

• Misunderstandings can be avoided

E-Mail Etiquette

Subject – Stay on Topic

• Don’t mix unrelated ideas or action items in the same email.

• Don't risk the recipient tuning out before reaching the most important point of your message.

E-Mail Etiquette

Subject Field Usage

• Standards will help you to find emails in the future.– Use the Case Name,– Client/Matter number, or– Combination of both

E-Mail Etiquette

Addressee Fields• Send your message to the right person.

– To = Main recipient, who will take action– CC = Other people who should be informed– BC = Silent observers

• Task Assignment– When assigning a task in an e-mail, be clear about

which recipient is responsible for completing the task.

• Enter the addressee last– Avoid sending an incomplete message.

E-Mail Etiquette

Attachments

• Be careful about what you send.– Office documents tend to change format once

attached– PDF format preferred

E-Mail Etiquette

Body• Don't Dice Up Names.

– If you don't know what form of a person's name they prefer, stick to what you can see in "public". Thomas shouldn't automatically become Tom, Edwin definitely shouldn't become Ed, and so on.

• In Doubt, End Emails with "Thanks"– If you don't know how to say good-bye at the end of

an email, there's one thing that will almost always be appropriate. Thanks.

E-Mail Etiquette

Body• Be informal, not sloppy.

– Your e-mail message reflects you and your company, so traditional spelling, grammar, and punctuation rules apply.

• Use sentence case– SING 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.

E-Mail Etiquette

Rules To Email By -• Be concise.• Avoid long sentences• Use proper grammar & spelling.• In Replies try to answer all questions• “Pre-empt” Follow-up Questions• Don’t overuse the High Priority flag• Don’t request Delivery & Read receipts• Don’t forward chain letter emails

General Format: The Basics

• Write a salutation for each new subject email.• Try to keep the email brief (one screen length).• Return emails within the same time you would a

phone call.• Check for punctuation, spelling, and grammatical

errors.• Use caps when appropriate.• Format your email for plain text rather than

HTML.• Use a font that has a professional or neutral

look.

General Format: Lists and Bullets

• When you are writing directions or want to emphasize important points, number your directions or bullet your main points.

• For example, 1) Place a paper in drawer A.

2) Click the green “start” button.

Another example,• Improve customer satisfaction.• Empower employees.

General Format: Tone

• Write in a positive tone “When you complete the report.” instead of “If you complete the report.”

• Avoid negative words that begin with “un, non, ex” or that end with “less” (useless, non-existent, ex-employee, undecided).

• Use smiles , winks ;), and other graphical symbols only when appropriate.

• Use contractions to add a friendly tone. (don’t, won’t, can’t).

General Format: Receivers

• Be careful when sending in group email, make sure first who they are!

• Simple questions & first time comments should be between you & the intended person only. It is only when the questions/request was unanswered the second time round should you include other people

• If you put people in CC: inform them why you included them in the email list.

The End

See You Next time Around

Email Etiquette

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