Effective Email Guidelines

NEED OF E-MAIL ETIQUETTES

Professionalism: by using proper email language your company will
convey a professional image. Efficiency: emails that get to the point are much more effective than poorly worded emails. Protection from liability: employee awareness of email risks will protect your company from costly law suits.

What are the etiquette rules?

There are many etiquette guides and many different etiquette rules. Some rules will differ according to the nature of your business and the corporate culture. Below is list what is consider as the 32 most important email etiquette rules that apply to nearly all companies. Be concise and to the point: Do not make an e-mail longer than it needs to be. Answer all questions: An email reply must answer all questions, which will not only save yours and you customers time but also your customer will be impressed with your efficient service. Use proper spelling, grammar & punctuation: Improper spelling, grammar and punctuation give a bad impression of your company, it is also important for conveying the message properly. Make it personal: Not only should the e-mail be personally addressed, it should also include personal i.e. customized content. Use templates for frequently used responses: Some questions you get over and over again, Save these texts as response templates and paste these into your message when you need them. Answer swiftly: Each business e-mail should be replied to within at least 24 hours, and preferably within the same working day. Use a meaningful subject: Try to use a subject that is meaningful to the recipient as well as yourself.

E-Mail Etiquette Tips:

Read the email before you send it: It is very important to read the email before sending as it can prevent it from spelling and grammatical mistakes and thus, helps you sending a more effective message. Do not overuse Reply to All: Only use Reply to All if you really need your message to be seen by each person who received the original message. Mailings > use the Bcc: field or do a mail merge: Using Bcc: field or do a mail merge can help a lot to make the mail personalized. Take care with abbreviations and emotions: In business emails, try not to use abbreviations such as BTW (by the way) and LOL (laugh out loud). If you are not sure whether your recipient knows what it means, it is better not to use it. Be careful with formatting: Remember that when you use formatting in your emails, the sender might not be able to view formatting, or might see different fonts than you had intended. Take care with rich text and HTML messages: Be aware that when you send an email in rich text or HTML format, the sender might only be able to receive plain text emails. Do not forward chain letters: Do not forward chain letters. All of them are hoaxes. Just delete the letters as soon as you receive them. Do not request delivery and read receipts: If you want to know whether an email was received it is better to ask the recipient to let you know if it was received. Use active instead of passive: Try to use the active voice of a verb wherever possible. For instance, 'We will process your order today', sounds better than 'Your order will be processed today'.

E-Mail Etiquette Tips:

Avoid using URGENT and IMPORTANT: Even more so than the high-priority option, you must at all times try to avoid these types of words in an email or subject line. Avoid long sentences: Try to keep your sentences to a maximum of 15-20 words. Email is meant to be a quick medium and requires a different kind of writing than letters. Don't send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks: By sending or even just forwarding one libelous, or offensive remark in an email, you and your company can face court cases resulting in multi-million dollar penalties. Don't forward virus hoaxes and chain letters: If you receive an email message warning you of a new unstoppable virus that will immediately delete everything from your computer, this is most probably a hoax. Dont forward them. Keep your language gender neutral: Apart from using he/she in an email, we can also use the neutral gender. Don't reply to Spam: By replying to Spam or by unsubscribe, you are confirming that your email address is 'live'. Confirming this will only generate even more Spam. Therefore, just hit the delete button or use email software to remove Spam automatically. Use cc: field sparingly: Try not to use the cc: field unless the recipient in the cc: field knows why they are receiving a copy of the message.

E-Mail Etiquette Tips:

Do not attach unnecessary files: Wherever possible try to compress attachments and only send attachments when they are productive. Use proper structure & layout: Use short paragraphs and blank lines between each paragraph. When making points, number them or mark each point as separate to keep the overview. Do not overuse the high priority option: If you overuse the high priority option, it will lose its function when you really need it. Do not write in CAPITALS: This can be highly annoying and might trigger an unwanted response in the form of a flame mail. Therefore, try not to send any email text in capitals. Don't leave out the message thread: When you reply to an email, you must include the original mail in your reply, in other words click 'Reply', instead of 'New Mail'. Add disclaimers to your emails: It is important to add disclaimers to your internal and external mails, since this can help protect your company from liability. Do not ask to recall a message: It is better just to send an email to say that you have made a mistake. This will look much more honest than trying to recall a message. Do not copy a message or attachment without permission: Do not copy a message or attachment belonging to another user without permission of the originator. Do not use email to discuss confidential information: Sending an email is like sending a postcard. If you don't want your email to be displayed on a bulletin board, don't send it.

Use Smart Subject Lines

TAG description [actions] [due date] [(EOM)]

Good Subject Line Examples FYI ONLY: Meeting minutes from 3/14 discussion WSR: Joe Smith Operations WW17 ARs Included: Minutes from MRC, all ARs due Friday 4/1 DISTRIBUTE: Program POR updated & related information Bob, Joe: need you at noon meeting Wed w/ your updates AGENDA: Staff meeting Thurs 3/12 10:00 pm Mary: I will attend the WW FTF & present summary. (EOM) Poor Subject Line Examples Weekly Minutes Here are the URLs Re: presentation (blank subject line) Unrelated subject line sending an email with an old subject line that does not relate to this message

Think Before You Click

Dont automatically REPLY TO ALL. Take one last look at your distribution list is this email necessary for all recipients. Once the email discussion goes beyond 2-3 replies anyway, its time to pick up the phone

Write For Action

In the first 1-3 lines of your email, specify what this email is about. Does it include action required? Does it require a reply back by a certain date? What information is contained that the reader will find necessary for their job? Use the To: and Cc: addresses appropriately

Reducing the Load

Overloaded system & recipient Use text messages every time you can Status Reports, Meeting Minutes, Trip Reports, Simple Proposals Use formatted documents when necessary Spreadsheets, presentations, formal documents Stop replies before they start If a reply is not required, end your message with (Reply Not Necessary)

Recommended Standards
Recommended Subject Line Tags: URG - Stop everything, read me first HOT - Need immediate attention RSP - Need you to respond, either way MTG - New/modified meetings FWD - Forward to your respective group(s) HLP - Need information,assistance with a problem FYI - Just for your information ACT - Needs action Rules: 1. No outlook templates or pretty stationary" when sending/replying messages 2. Reply to sender only. Only "Reply to All" when absolutely necessary 3. PowerPoint Files: Zip all attachments. Large files; use shared server or websites 4. When possible, short messages should be written in the subject line, with the EOM tag 5. No discussions in email. When people start "talking" in email, please stop 6. Carbon Copy your manager if you really need to 7. Do not use UPPER case alphabets unless using it as a title. This gives a negative connotation (looks like you are yelling those words)

Poor Usage Examples

No subject line

Poor Usage Examples

Action required and key points are hidden in the message

Poor Usage Examples

-----Original Message----From: Sent: Monday, January 08, 2001 5:46 PM To: IMS Operations Subject: Information I will be gone all day Tuesday/01-9-01 at an Operations Offsite Staff Meeting. I will be accessible via cell or pager listed belowThanks

Misusing the global distribution list

Poor Usage Examples

Discussion that could have been done on the phone

20 Rules of Writing Effective Business E-Mails

Be accurate. Whatever claims you make, benefits you offer, or statistics you quote, make sure they are true and not inflated. Nothing is worse than starting off a relationship with exaggerated or even false information. Be brief. Your job with B2B e-mail is to capture interest, then provide more information if it's wanted. You need to identify the most important benefit to the recipient and sum it up in a short paragraph. Think of it as the 30-second "elevator pitch" in e-mail form. Be clear. Most business people are turned off by e-mail messages with bad grammar, misspellings, and/or unintelligible content. If you personally struggle with writing, hiring a professional writer to prepare your messages is a worthwhile investment. Be genuine. Forget the hype that works with consumers. The B2B relationship is built on trust. Make sure everything you say conveys you are a genuine, upstanding, honest person running a reputable business. Speak their language. Whatever you're going to say, write in words they understand and are comfortable with. Don't write down to them or above their comprehension level. People tend to understand and react better to words they use in everyday conversations.

20 Rules of Writing Effective Business E-Mails

Put yourself in their shoes. Try to picture the daily routine of the people you're contacting and reflect that in your writing: "I know you're busy, so I'll get right to the point." Watch out for a "knowledge gap." Don't assume recipients have the same knowledge about your product or service you do. After you've captured their interest and have reached the "additional information" stage, try offering a step-by-step walkthrough of whatever you're marketing to help them understand what you're trying to say. Write business e-mails as letters, not as ads. In the B2B world, a forthright communication in letter format is much more effective than an e-mail that looks and smells like an ad. Take your time. As you would with B2C (and any other communication, for that matter), let your B2B e-mail message sit for a day or two after you complete it. Show it to colleagues and other business people, and get their opinions. In almost every case, the passage of time and other people's input will help you improve your messaging and writing. Remember your e-mail is likely to be passed around. Because it's so easy for e-mail to be forwarded, assume your message will be sent to others if the initial recipient has any interest. You may want to include links to information that is relevant to others, including technical details, operations info, and financial data.

20 Rules of Writing Effective Business E-Mails

Mimic your verbal presentation. Although a lot of what you say in person may not be necessary or appropriate for an initial e-mail, you should still consider how you verbally present your product or service, whether by phone or in person. Think about what points you stress (those could be underlined or bolded in your e-mail) and the words you use (stick with verbal explanations that people understand). Check your signature block. Make sure it's complete: your full name, title, company, address, phones, pager, fax, e-mail, and Web site links. Give the recipient a choice of how to contact you for more information. Carefully choose when you actually send the mail. Most business people spend Monday mornings catching up on the e-mail, postal mail, and phone calls that have piled up since the previous Friday. You don't want your e-mail mixed in with dozens or even hundreds of communications that are being reviewed by recipients. Prepare your subject line carefully. After the sender address, the subject line is the first thing B2B e-mail recipients will look at. It's akin to what you might say on the phone in the first 5 to 10 seconds. The subject line should directly relate to the primary benefit your product or service offers. Use graphics wisely. Business people are interested in benefits, details, other customers, and so forth. Unless graphics enhance your message in a meaningful way, don't use them.

20 Rules of Writing Effective Business E-Mails

Make sure links within your e-mail display and work properly. When you list "for more information" links, make sure they are clickable so the recipient does not have to cut and paste. Also make sure they go to the exact page you want and this landing page is up to date and provides the information you want them to have. Sending people to your home page and leaving to them to figure out where to go is not a good idea. Be wary about sending attachments. Most of the time, you don't know what software the recipient has or what filter settings are enabled. Sending PDFs, Word documents, or Excel spreadsheets may not be a good idea, since you don't know if the recipient can read -- or even receive -- what you send. A better idea: links to Web pages where the information contained in the attachments is displayed. Test. Just as you do with any consumer e-mail campaign, test subject lines and message copy. Testing is no less critical with B2B e-mails. Be complete. Most B2B e-mail recipients will form some sort of preliminary conclusion about your product or service before they respond to your e-mail. They'll determine for themselves whether your e-mail helps meet their needs. That's why providing details and complete information is important -- to give recipients the details they need to make the decision to call you or act on your offer. Don't look like everyone else. Spend some time reviewing B2B e-mails you get to see what others are doing. Get on the e-mail lists of your competitors so you can see how they communicate. Analyse them all and find ways to differentiate yourself from the pack.

Examples
From: XYZ Sent: Monday, January 08, 2001 5:46 PM To: ABC Subject: Information Dear Sir, With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, the issue to a higher level.

With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. Regards, XYZ

Examples
From: XYZ Sent: Monday, January 08, 2001 5:46 PM To: ABC Subject: Information Dear Sir, With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. Regards, XYZ

Examples
From: XYZ Sent: Monday, January 08, 2001 5:46 PM To: ABC Subject: Information Dear Sir, With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and HENCE THERE WAS NO NEED TO ESCALATE THE ISSUE TO A HIGHER LEVEL WITH REFERENCE TO THE BELOW MENTIONED mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. Regards, XYZ

Examples
From: XYZ Sent: Monday, January 08, 2001 5:46 PM To: ABC Subject: Information Dear Sir, With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. Regards, XYZ

Thank you