Anyone who has sent an impulsive, emotional email to a co-worker or (worse) a manager knows the danger that email poses. While having etiquette is not just about avoid harsh email but also about understanding what not to do and what to do in an email.
1. Don’t send a two-word email. I saw this during my internship and could not believe that a junior staff member would write sms style 2 da MD excuse me, to the Managing Director. Very confusing or ambiguous.
2. Don’t write a short novel. The opposite is also true so to have shorter direct to the point; write less. But if you are still have trouble making your emails a length that humans want to read, follow the strategy called “BLUF” — put the Bottom Line Up Front. First answer the question, ask the question or address up high whatever it is your email is about. Then add then fill in with a few brief details.
3. Don’t use dramatic adverbs. Read your message before you send it to look for trigger words that add emotion to what should be business conversations. “Your plan is painfully vague” is likely to anger the plan’s write. Delete the adverb, though, and your criticism that “Your plan is vague” will be easier to accept.
4. Do Reply No matter what. Acknowledge promptly that you received a message. If no particular response is required, just say “Received with thanks.” If you have to do it then let the sender know you saw the message and estimate when you expect to reply.
5. Do note if you’re on the CC line, don’t reply. There are exceptions to the rule, of course, but you’re on the CC line for a reason; and that reason is “for your information only.” Let the folks on the “To” line do their job, unless someone specifically invites you into the conversation.
6. Do check to see if you’ve attached. Avoid being the employee that forgets to include attachments, fails to spell-check the email, or omits the subject line. As you read email make sure you get into the habit of writing “attached” so when you proof read it you can also check to see if the file is attached.
7. Do answer all questions. Get into the habit of answering all question in the mail, so the sender does not have to re-ask the same question over and over again.
8. Do keep the subject line current. If an email’s subject diverges over the course of a long thread from the original topic, it’s okay to change the subject line. Indeed, this will help the other recipients keep track of the conversation.
9. Do be careful about your tone. It’s hard to read tone in an email. Thus avoid writing with an attitude or sarcasm in your email. Give emails that you think have received with “an attitude” the benefit of the doubt. Go out of your way to always be upbeat and polite.
10. Do lose the emoticons. Likewise, most business email shouldn’t have smileys in them. They make you look unprofessional.
11. Know the specific email culture at your company. Everything I’ve suggested here has exceptions. Learn the specific etiquette of your own company ask your boss or a co-worker if you’re new and not sure.
12. Do remember when in doubt. It is easy to shoot of a crass email, but wait a while you may find you may not need to send it after all.
Use the above tips to ensure that your email is effective and not insulting.
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