Pauline E. Ranger What could be so powerful as to ruin your customer relationships, damage your reputation, drag you into a legal dispute, or put you out of work?
Email is a powerful tool. You must be familiar with the rules of email etiquette to maintain control.
Although email is a written communication, it behaves very much like verbal communication. Emails can be sent quickly and receive a reply within seconds.
Email does not have a backup system for messaging, so nonverbal cues are a great way to clarify your message.
What does it matter? When writing an email, your chosen words must be precise and complete.
Email is a form of printed communication. Email is a fast and interactive communication method but also permanent. It creates a traceable record. It’s true.
Electronic Business Identity
Imagine sending a letter of business without your logo and contact details. Email is often used for business purposes, so it’s essential to maintain the same standard of presentation. Include your logo, your title, and any contact information.
When emotions and haste override good sense, most email etiquette errors occur.
Respect is the first thing to remember. Stick a sticky note with the word “respect,” and stick it on your laptop. In an email, respect includes being considerate of the reader’s time. Keep it short. Use “Reply all” only when you want “ALL” of your recipients to respond to you. Always check that the “To” address is correct.
Albion.com’s “Netiquette Homepage” of Albion.com (NetM@nners.com) and the Yale University Library Website cover email etiquette and other business writing rules.
Email etiquette can be divided into style, grammar, content, and tone.
Effective Email Content
Think of your email as a staircase. The door at the top will open when the recipient hits the “Reply button.”
Your subject line is the first and most crucial step. This step will make your message fall flat, and you will have difficulty communicating.
Subject lines should be complete, accurate, and precise. Your subject line should be written as if the recipient will only read it. Your ideas should be expressed concisely and clearly. Be specific.
Example:
Subject line ineffective: “Please read the important message.”
Subject line improved: “Conference Committee meeting tomorrow at 10:00.”
Second, you should include the first sentence of your email. Include a salutation and the recipient’s name in your email. This is good etiquette, and it shows respect. It also confirms immediately that the intended recipient received your email.
Example:
Ineffective greeting “Hey.”
Good morning, Thomas.
Third step: the body of your message. This is the part where you have to be very careful. Don’t send an email that you wouldn’t tell someone on the phone. Be brief and respectful of the reader’s attention. Before shipping, read the email aloud. What do you expect to happen? You can ask the reader to reply if you wish. Let the reader know if you want a response in a specific timeframe. Never assume.
Example:
Right. Whenever I see her, I think she should return the item to the owner. When I had one, my mother always said it was ugly and a hassle, and I couldn’t bear to look at it. The rules are on the box. “Take a look.”
The rules are now in your inbox. Please read and respond by the end of the business day.
Email style and tone
The style of your email will change depending on the situation. What is your writing capacity? Do you write as an employee or a business prospect? Do you register as a prospective business partner? You are a boss, customer, or partner.
Always remember that all email sent in business is email sent in industry. When you send an email, assume your professional position. Avoid being too casual.
Judith Kallos, NetM@nners.com, says: “Never assume a casual position in your business emails…for commercial/business purposes, one should always communicate as if the email was on their letterhead. You are branding the image of your company.”
Your posture is your style. Your posture is the first thing people notice. Be sure to stand up straight when you send emails.
Even the best body language cannot change the tone of a sarcastic email. Never send angry messages. These situations should be dealt with in person.
Emails should, as a general rule, be short. If your sentences are too fast, you may come across as rude. If your sentences are long, they will dull down the message and make it less powerful.
Before sending your email, read it out loud.
Email Grammar & Sentence Structure
Respect the rules of grammar to earn respect in your business community. Punctuate correctly, but don’t go overboard.
According to the Little Pink Book of Etiquette by Ruth Cullen:
When the subject and verb don’t agree.
Using a preposition at the end of a sentence that is not required (e.g., Where are you?)
Making up words or using vernacular. (e.g., regardless, Ain’t).
Excessive use of slang (e.g., dude, uh huh, yeah).
The same principles apply to email as they do for writing news. You can use an inverted pyramid structure for your sentences and paragraphs. The most important information should be placed at the top and above the fold. The following most important information goes in the second paragraph.
Remember that people scan emails, not read them. Use subheadings and bullet points to make your message easier to understand.
Email is a more formal communication medium than instant messaging or texting. Keep abbreviations and slang for informal communication.
