E is for etiquette

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E-mail etiquette is rapidly becoming as important as conversational etiquette, as this medium of communication becomes further ingrained in our daily lives. Communicating via e-mail is definitely not just for personal use anymore, in fact, it is now a primary communications medium for most businesses.

Communicating via e-mail is quicker and certainly more efficient than sending mail in the traditional manner, but its use can be far more complicated in some ways. Not being able to see the expression on the other person’s face or hear the tone of their voice can be a huge disadvantage at times.

What some fail to realise is that e-mails take on a tone all their own and it’s not always the tone or message we intended to send. There are some simple rules that we can follow to help us avoid sending the wrong message.

1. NEVER TYPE AN E-MAIL IN ALL CAPS — This is the equivalent of shouting at someone and if the message is not one of excitement or something positive, refrain from using caps.

2. Always include an opening and closing greeting when constructing an e-mail. It is not necessary to do so when responding to an e-mail chain, but initial contact sets the tone for the remainder of the conversation.

3. Avoid using multiple punctuation marks in the same sentence. Did you return the book??? More times than not, it lends a negative tone to the email.

4. People’s e-mail contact details should be treated with as much respect and privacy as you would their phone number. Sending mass e-mails that visibly contain people’s e-mail addresses to groups that may not know one another is sharing personal information that is not yours to share.

5. Be as specific and detail-oriented as possible when constructing your e-mail. Ensure it isn’t too long but accurately communicates your thoughts. This will ensure the tone and message is clear to the reader.

6. Don’t apply read and delivery receipts to every e-mail that you send. It becomes frustrating for the recipient and eventually they will start to decline your read receipts.

7. Be sure to use bold words sparingly and only when necessary. If select words in your e-mail are highlighted or made bold, it draws attention to these and indicates emphasis or attention should be placed on them.

8. Don’t ever send e-mails when you are emotionally charged on a subject. Write the email, save as a draft and then review and send only after you have calmed down and had a chance to look at it with a fresh set of eyes.

9. Unless you have received prior permission, do not send personal e-mails to someone’s work address. Receipt of personal e-mails while at work is frowned upon by most companies.

10. Be cognisant of how and when you copy others into conversations. Although an e-mail may be addressed to many, responses may only be required for some. Carefully consider intent and how copying multiple persons may be perceived, especially in a corporate environment.

Next week we’ll dig a bit deeper into other facets of e-mail.

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