The use of cell phones, Blackberrys, speakerphones, voice mail, email and faxes has become a way of life in business. However, the rules of etiquette have not always kept pace with the innovations of technology. Below are some guidelines on email etiquette.
Business e-mails are a tool, and that tool represents you.
Email has become the preferred method of communication for many people in business, but if not used properly, can become hazardous to relationships and careers. Email is a silent form of communication. One can neither see you as you say the words nor hear your vocal inflections; the message is contained entirely in the words you choose to write and send. Because the reader misses out on the nuances of your verbal and visual delivery the results are often miscommunication and misunderstandings.
Email quickly provides organizations written information. But never let the convenience of email overshadow the value of a phone call or face-to-face meeting. The “human touch” is often missing from our communications and customers and co-workers alike may appreciate the time and effort it took for you to call or stop by. Try doing both at once – send an email, but call as well to give the recipient a “heads up.” Hearing your message will enhance their reading of it.
·Email is best used for short, simple and straightforward information.
·Before you hit the send button, it’s important to proof the content for spelling and grammar mistakes. But it’s also important to read the message aloud to check the tone of the message.
·Don’t forget to add “please” and “thank you”. Those two phrases can transform the snippiest of demands into a polite request.
·Any message longer than about half the computer screen is too long. If your content is long, consider introducing the subject in a short email and sending the details as an attachment or fax.
·First ask permission before attaching any large files.
·Assume any message you send is permanent and may likely be forwarded to others.
·Start with a salutation, i.e. Dear James. Continue to use salutations until the relationship is well established.
·Be concise.No one likes long emails.
·Respond to all questions when returning e-mail.
·Do not use email to send trivial, confidential or sensitive information. Anything truly urgent should be telephoned. Anything sensitive should be hand-delivered.
·Never use email to reprimand someone.
·Never express political or religious opinions via office email.
·Never use office email to send jokes.
·Use humor and sarcasm in your emails sparingly. Recipients may not “get” the joke.
·Use industry or email acronyms, abbreviations, or emoticons sparingly.
·Define your subject in the subject line.
·Use upper and lower case when writing.
·Use signatures with complete personal contact information.
·Allow 1-2 days for a response. If you need an immediate response, call as well.
·Respond to your incoming emails within 24 hours. If you need more time to respond, call or email that you are looking into it and will get back to them ASAP.
Remember, the world does not revolve around you! Most of us are not that important or busy.
Dianne Floyd Sutton is President of Sutton Enterprises, author, trainer, educator, facilitator, expert witness, coach and actor. She has twenty-five years of combined experience in Human Resource Development (HRD) and Equal Employment Opportunity (EEO) training. And she has twenty years of business experience as Sutton Enterprises.
