A Career Expert's Thoughts on Email Etiquette
By Susan Morem
I’ve been providing workplace and career advice for organizations and jobseekers for almost two decades. I’ve watched email rapidly evolve and become part of mainstream Corporate America, and I’ve witnessed the power of email, in both positive and negative situations. If I have to summarize my experience in one short sentence, I’d proffer this advice: If you have to ask me, go easy on the email.
While email is considered a godsend by most of the computing public, it isn’t without its flaws. On point, it is impersonal, often insecure, and can create embarrassing situations—especially when it encourages people to say or do things they might not normally over the phone or in person.
For more specific suggestions, please read my list below of email etiquette tips, in no particular order.
How will they perceive it?
When you send an email message, unlike visiting somebody in person or placing a call, you will not have to face the recipient’s immediate reaction. But you might also not know how your words have affected the recipient—your boss could be stewing over your joke about his mother and you may not find out until Monday morning. So take care: before sending anything, think twice and make sure you think about how the other person will interpret it.
Threaded email communications allow people to have back-and-forth conversations at all hours of the day. Keep in mind, however, that most email applications will provide the time and date in which a message was sent. If you’re embarrassed about your insomnia, then don’t send off a message at 3:00am on Thursday morning. Instead, save it as a draft and send it when you arrive at work.
Yes, your name IS on that message
Emails are almost never anonymous and due to regulatory requirements, often are never deleted. Everything you say will be attributed to you, so don’t say anything you would not say in person. Furthermore, a confidential email message may not be permanently confidential. Watch your words!
So you’re a little upset. And you’re taking the right step—articulating your thoughts in an assertive but pointed letter to Sharon in IT who has been forgetting to fill out her TPS reports. But slow down. Before sending a hasty or charged email, it is best to save it as a draft and come back to it in several hours or even days. Chances are, after taking some time to cool down, you’ll be more level headed and less likely to damage a friendship or create lasting drama in the office. Better yet, just delete the message! When something is in writing, the recipient can read it repeatedly and read-into it whatever they want.
So you didn’t take my advice and you sent Sharon in IT that nasty email last night. The email ridiculed Sharon personally, and what it really did was show how upset you were. So Sharon, in trying to get back at you, forwards the message around to the entire office. Now you look like a childish drama queen (or king)! The moral? Keep in mind that every email can be freely forwarded around to friends and family.
Use spell check. Use grammar check. And, most importantly, proof-read your message. It’s just not fair to make others work so hard at deciphering your electronic chicken scratch.
You say hello, and I say goodbye
Salutations are your friend. Salutations help you make friends. And real friends don’t let friends send email messages without salutations. Is it too much to ask to say “good morning” or “sincerely”? Treat others courteously; a human touch is most welcome with all news, especially bad news.
If you’re planning on firing, dumping, or reprimanding (and the like) another person, don’t send them an email about the matter. You probably shouldn’t call them either. It is best to show your respect by visiting them in person to deliver the news.
Respect the message attachment feature. When necessary, feel free to attach several Word documents and a handful of PDF files. But don’t bog down the office network or a coworker’s system by sending large amounts of uncompressed photos, music files, or other videos. Email attachments should generally never exceed about 5MB. If you plan on sending more, ensure the mail server is configured to allow it and ensure the message recipient is aware of it.
Additional ways to improve your email:
· Maximize the subject line: make yours informative enough to convey value to the recipient.
· Be brief: A lengthy email is less likely to be read in full and most people won’t scroll all the way down to finish reading it.
· Make your email readable: Forgo the stationary, unusual font and bright colors. Use a 10- or 12-point size.
· Do not write in all CAPS, it is the equivalent of SHOUTING at someone. (If you do intend to shout at the other person, you probably should not be doing it over email!)
· Include your name and contact information in your signature block.
· Do not forward jokes, poems, or special promotions unless requested.
Whenever you write, especially emails, there are two variables to consider: audience and purpose. If you work in an organization that generally communicates without formal salutations, you should probably conform. A good communicator does not write to impress; instead he or she writes to clearly convey ideas. This should be your aim, both in business and in your personal life. Follow the lead of those you communicate with. If there is no lead to follow, revert to the standard rules of email etiquette, which I have laid out for you. Good luck!
