Email Etiquette - by Shirley Taylor
In personal relationships the conventions of behaviour are called etiquette. In e-mail we have netiquette - a set of rules for e-mail that have evolved from experience. As all your emotions and subtleties have to be incorporated into what you write, it's all too easy to create misunderstandings on e-mail. Here are my tips for better netiquette:
| N | ever leave a response too long. It's common courtesy to respond to a message as quickly as you can - even if you have to say that a detailed response will be sent later. |
| E | -mail addresses must be correct. Correctly addressed e-mail messages are received within seconds, but it can take a while to receive an error message letting you know that an incorrectly addressed message wasn't delivered. Get your e-mail addresses right first time. |
| T | ake off the caps lock. DON'T SHOUT! Even though you want to get noticed, please do not use capitals in messages. This is like shouting - it is rude and will usually be counter-productive. And als, NEVER RESORT TO EXCESSIVE PUNCTUATION*@!!**?!!!! |
| I | nformality is OK in e-mails. Replace formal salutations like "Dear Leslie" with "Hi Leslie" or even just "Leslie". Similarly, replace "Yours sincerely" with "Best wishes" or some other informal closing. (Try to avoid the overused 'Regards' and horribly abbreviated things like Tx and Tnks & Rgds!) |
| Q | uestion your subject heading. People are most likely to read important looking e-mails first. Give your messages a clear and specific subject heading that will get noticed. |
| U | se short sentences and short paragraphs. The shorter your messages, the more likely they will be read and understood. Remember to paragraph just the same as in other business documents. |
| E | numerate with numbers or bullets. Present your messages attractively. Use numbers, bullets or sub-headings if possible - this will add to the clarity of your message. |
| T | idy up long sentences to eliminate waffle. Tapping away at the keyboard as you think, it is easy to allow sentences to become too long. Read through your message carefully, and improve clarity and understanding. |
| T | ake a pride in your finished message. Make sure your message is accurate, brief and clear as well as attractively presented. In this way it will be understood and will achieve the desired results. |
| E | nsure everything is right before you hit 'send'. You cannot call an e-mail back for second thoughts, so get it right first time! |
A friend of mine once said: "When I receive a message with lots of errors, poor spelling, poor formatting, etc, I think the writer has no RESPECT for me because he/she couldn't take just one minute to check it through before hitting 'send'!"
About the Author
President of APSS 2011-12, Shirley is author of 8 successful books on business writing and communication skills, including 'E-mail Etiquette', published by Marshall Cavendish International as part of the ST Training Solutions Success Skills series. For more articles by Shirley Taylor, please visit www.shirleytaylortraining.com. Sign up for your free 10-week series of Success Boosters at www.STSuccessSkills.com |
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