Useful for its speed and reach, e-mail is a preferred method of communication and an integral part of today’s business. In a report conducted by the Radicati Group, worldwide e-mail traffic totaled 210 billion messages per day in 2008, with 37% of those e-mails being corporate messages. However, as prevalent as e-mail is, practicing proper etiquette — ranging from how you address a recipient to the correct way to send attachments — is not as common.
Because e-mail is so easy and convenient to construct, many forget that its intent in a business setting should always convey professionalism. E-mail at work is a business correspondence. “Your e-mail represents you in the same way a handshake does,†said business etiquette and protocol expert, Lydia Ramsey, founder of Manners That Sell. “It’s a professional representation of yourself.â€
Just like the handshake, your e-mail starts with an introduction. “Put a little thought in the subject line,†says Bob Rosner of Workplace 911. “It should say exactly what’s in the e-mail.†In addition, Ramsey says the subject line should draw the reader in and make them want to open your e-mail. Writing a vague subject line or leaving it blank is a sure way of having your e-mail ignored. Also, in long strings of e-mail communications, both Ramsey and Rosner suggest changing or adjusting the subject line as the contents changes.
As critical as the subject line is, achieving the right tone is also very important, but can be a tricky endeavor. There are instances where intending to be brief can seem terse and demanding or where a good-natured and playful comment was read as an insult. A great way to set the right tone is to always start your e-mail with an opening. “Good morning,†“Hello,†or any other salutation can help you get the correct tone across. “We’ve become too abrupt,†Ramsey says. “You wouldn’t answer the phone without saying hello. We need to use some cordiality.â€
Form can also affect the tone of your e-mail. Writing in all caps can convey an exclamation that may be hard to determine. “It can send a confrontational message,†explains career strategist and Georgetown University associate professor Dr. Shirley Davis. If you are writing in all caps to emphasize a point, consider underlining or bolding the important information instead. If you are in a conflict with someone, responding via e-mail is not the best way to resolve the issue. “E-mail is not bad, but it’s not the best way to deal with conflict†says Davis. Feelings and intentions can easily be misconstrued and are better expressed in personal conversations. “People can hide behind e-mail,†offers Ramsey. “Being in a one-on-one requires more time and effort. There are times when you need to pick up a phone.â€
Most importantly, consider the consequences of sending an emotional e-mail. Never fire off a response without determining how your e-mail will be received and who will be receiving it. After all, e-mail is just another aspect of how you are being judged professionally. Make it work on your behalf.
Quick Tips
–Keep e-mails short and to the point by only including two or three main points.
–Before you hit “reply all†to a group e-mail, think about who actually needs to know your response. If it’s just the sender, then it’s best to respond to only that person.
–The “To†field is where one places the e-mail addresses of those from whom they want a response. The “CC†field is where one places the e-mail addresses of those whom they want to keep informed, but who don’t necessarily need to respond to the e-mail. When doing a mass e-mail, use the “BC†field. Not only will it eliminate having rows of names, but it will also keep the e-mails of all of your recipients private.
—Before sending large attachments, check with the recipient first. A large attachment can fill up your recipient’s e-mail box and cause following e-mails to bounce.
–Your sign off or signature should include your first and last name and all of your contact information including your mailing address.
–Never send confidential information over e-mail. In a business setting an executive may have an assistant checking their e-mail. Your intended recipient may not be the actual viewer. You also run the risk of having your e-mail forwarded.
–When writing your e-mail, put the address in last so as to ensure that you don’t accidentally send the e-mail before it’s ready to go.