Email Etiquette

The Basics
1. Use easy to read fonts like Verdana or Trebuchet MS at 10 points or more.

This sentence is typed in Verdana.
This sentence is typed in Trebuchet MS.
This sentence is typed in Times.
This sentence is typed in Times New Roman.

These fonts are common fonts on computers. They are all the same size - do you see how Times appears smaller? As in web pages, if you use any font that is not loaded on the viewers computer, it won't show up like you intended, it will go to their default font.

2. Use formal letter writing form. Begin with a "Dear ____," or "Hello ____," use some sort of greeting - don't just start "talking."

3. Make your subject line simple while still identifying the content. This makes for easy scanning for message content in mailboxes and enables the user to find the message quickly when they are retrieving it at a later date.

4. Keep paragraphs short for easy reading. Using bullets or numbered portions help to visually get your point across.

5. THINK before you write. Carefully compose your email and your email responses. Think through what you want to say and write it as succinctly as possible. 6. Capitalize words only to highlight an important point or headline. Capitalizing whole words is viewed as SHOUTING!

Beyond the Basics
1. If you use a "signature," create separate signature files for business and personal use. For businesses, add your contact information, web site and/or a line that describes your business. "Acme Widget Company - Celebrating our 25th year!" Think of the signature file as your electronic business card.

2. Most of us are familiar with "CC" which means Carbon Copy - from the ol' days of typewriters when they would use carbon paper to make a duplicate while typing one letter. But we also have "BCC." Which stands for "Blind Carbon Copy." Learn how to use BCC with your email program. (In Outlook Express you have to click "CC" before you can see the option of "BCC.") It's important to use this option to keep all your other email addresses private - especially when sending to a list where everyone does not know each other. It is also a source where spammers can retrieve lots of addresses.

3. Since emails are not "in-person," attempts at humor, irony and sarcasm may be misinterpreted. Your joke may be viewed as criticism by some.

4. Emoticons - those keyboard characters, viewed sideways, that convey emotion are not a substitute for clear and concise writing. Examples: :-) smile, ;-) wink. Some email programs offer color emotions, even animated ones. Save these characters for your friends and family.

5. Get to the point quickly! The most important statements should appear in the first paragraph. Details can follow in subsequent paragraphs. Make use of bullets and short paragraphs whenever possible. The more succinct you are the more likely your message will be read, understood and acted upon.

6. If you ever receive a personal or business email that is "upsetting," resist the temptation to fire off a quick response. If you have to reply, draft a response and let it cool off for a time before sending it. Re-read and interpret the original message and your response before you send. Or better yet, pick up the phone and address the issue in person. We tend to hide behind our emails and say things we normally would not face to face.

RE: Messages
1. Re:Re:Re:Break the cycle! Sometimes while sending emails back and forth that cover the same content, we don't bother to change the subject line. It's appropriate for the first couple of emails, but after that take the time to change the subject line. You may still put "Re:" so it's shown as a response - Then add a subject that applies to the content.

2. Quote only the text that will convey the context of your reply. This is especially useful when responding to a single point in a message. Avoid posting messages containing the entire text of a preceding article. Nobody likes reading a long message for the third or forth time, only to be followed by a one line response: "Yes, I agree".

Re-read your message one last time, spell check and use proper grammar. You are representing your business and your written communications should reflect professionalism and show that you took the time to focus on your communications with the reader.

© Julie Howell