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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.

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

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. it is better not to use it. Take care with abbreviations and emotions: In business emails. 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. try not to use abbreviations such as BTW (by the way) and LOL (laugh out loud). Be careful with formatting: Remember that when you use formatting in your emails. 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. All of them are hoaxes. 'We will process your order today'. sounds better than 'Your order will be processed today'. Take care with rich text and HTML messages: Be aware that when you send an email in rich text or HTML format.        . or might see different fonts than you had intended. 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. helps you sending a more effective message. the sender might only be able to receive plain text emails. If you are not sure whether your recipient knows what it means. For instance. the sender might not be able to view formatting. Do not forward chain letters: Do not forward chain letters. Use active instead of passive: Try to use the active voice of a verb wherever possible.

     . offensive. or offensive remark in an email. you and your company can face court cases resulting in multi-million dollar penalties. 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. Don't send or forward emails containing libelous. you are confirming that your email address is 'live'. you must at all times try to avoid these types of words in an email or subject line. Therefore.E-Mail Etiquette Tips:   Avoid using URGENT and IMPORTANT: Even more so than the high-priority option. Keep your language gender neutral: Apart from using he/she in an email. defamatory. Don’t forward them. Confirming this will only generate even more Spam. Avoid long sentences: Try to keep your sentences to a maximum of 15-20 words. this is most probably a hoax. Don't reply to Spam: By replying to Spam or by unsubscribe. we can also use the neutral gender. just hit the delete button or use email software to remove Spam automatically. Email is meant to be a quick medium and requires a different kind of writing than letters. racist or obscene remarks: By sending or even just forwarding one libelous. 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.

in other words click 'Reply'. Do not overuse the high priority option: If you overuse the high priority option. Use proper structure & layout: Use short paragraphs and blank lines between each paragraph. Add disclaimers to your emails: It is important to add disclaimers to your internal and external mails.E-Mail Etiquette Tips:          Do not attach unnecessary files: Wherever possible try to compress attachments and only send attachments when they are productive. it will lose its function when you really need it. you must include the original mail in your reply. don't send it. Don't leave out the message thread: When you reply to an email. Do not ask to recall a message: It is better just to send an email to say that you have made a mistake. Do not write in CAPITALS: This can be highly annoying and might trigger an unwanted response in the form of a flame mail. Therefore. since this can help protect your company from liability. number them or mark each point as separate to keep the overview. try not to send any email text in capitals. . 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. When making points. 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. instead of 'New Mail'.

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.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. (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  .

Once the email discussion goes beyond 2-3 replies anyway. it’s time to pick up the phone Write For Action  In the first 1-3 lines of your email. Take one last look at your distribution list – is this email necessary for all recipients.Think Before You Click    Don’t automatically “REPLY TO ALL”.  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  . specify what this email is about.

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

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

Poor Usage Examples No subject line .

Poor Usage Examples Action required and key points are hidden in the message .

I will be accessible via cell or pager listed belowThanks Misusing the global distribution list . 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.Poor Usage Examples -----Original Message----From: Sent: Monday. January 08.

Poor Usage Examples Discussion that could have been done on the phone .

hiring a professional writer to prepare your messages is a worthwhile investment. Your job with B2B e-mail is to capture interest. Be genuine. Make sure everything you say conveys you are a genuine. Whatever claims you make.20 Rules of Writing Effective Business E-Mails   Be accurate. You need to identify the most important benefit to the recipient and sum it up in a short paragraph. and/or unintelligible content. Be brief. If you personally struggle with writing. honest person running a reputable business. then provide more information if it's wanted. misspellings. write in words they understand and are comfortable with. Whatever you're going to say. Think of it as the 30-second "elevator pitch" in e-mail form.    . Don't write down to them or above their comprehension level. upstanding. People tend to understand and react better to words they use in everyday conversations. benefits you offer. make sure they are true and not inflated. Most business people are turned off by e-mail messages with bad grammar. Forget the hype that works with consumers. Nothing is worse than starting off a relationship with exaggerated or even false information. or statistics you quote. Be clear. The B2B relationship is built on trust. Speak their language.

" Watch out for a "knowledge gap. let your B2B e-mail message sit for a day or two after you complete it. You may want to include links to information that is relevant to others. assume your message will be sent to others if the initial recipient has any interest. including technical details. Try to picture the daily routine of the people you're contacting and reflect that in your writing: "I know you're busy. Show it to colleagues and other business people. 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.20 Rules of Writing Effective Business E-Mails  Put yourself in their shoes. Because it's so easy for e-mail to be forwarded. In the B2B world. As you would with B2C (and any other communication. After you've captured their interest and have reached the "additional information" stage." Don't assume recipients have the same knowledge about your product or service you do. not as ads.     . operations info. Take your time. try offering a step-by-step walkthrough of whatever you're marketing to help them understand what you're trying to say. for that matter). Write business e-mails as letters. In almost every case. so I'll get right to the point. a forthright communication in letter format is much more effective than an e-mail that looks and smells like an ad. and financial data. and get their opinions.

fax. 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). Carefully choose when you actually send the mail. Unless graphics enhance your message in a meaningful way. Give the recipient a choice of how to contact you for more information. After the sender address. It's akin to what you might say on the phone in the first 5 to 10 seconds. title. details. phones. other customers.     . pager. postal mail. The subject line should directly relate to the primary benefit your product or service offers. don't use them. You don't want your e-mail mixed in with dozens or even hundreds of communications that are being reviewed by recipients. and Web site links. Check your signature block.20 Rules of Writing Effective Business E-Mails  Mimic your verbal presentation. and so forth. Use graphics wisely. address. whether by phone or in person. you should still consider how you verbally present your product or service. Most business people spend Monday mornings catching up on the e-mail. Although a lot of what you say in person may not be necessary or appropriate for an initial e-mail. company. Make sure it's complete: your full name. e-mail. the subject line is the first thing B2B e-mail recipients will look at. and phone calls that have piled up since the previous Friday. Business people are interested in benefits. Prepare your subject line carefully.

That's why providing details and complete information is important -.what you send.or even receive -. Testing is no less critical with B2B e-mails. Test. Be complete. When you list "for more information" links. Be wary about sending attachments. Spend some time reviewing B2B e-mails you get to see what others are doing.     . or Excel spreadsheets may not be a good idea. A better idea: links to Web pages where the information contained in the attachments is displayed. Get on the e-mail lists of your competitors so you can see how they communicate. Just as you do with any consumer e-mail campaign. Sending PDFs. Word documents. test subject lines and message copy. make sure they are clickable so the recipient does not have to cut and paste. Analyse them all and find ways to differentiate yourself from the pack. Sending people to your home page and leaving to them to figure out where to go is not a good idea. Most of the time. Most B2B e-mail recipients will form some sort of preliminary conclusion about your product or service before they respond to your e-mail. you don't know what software the recipient has or what filter settings are enabled. 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. since you don't know if the recipient can read -. They'll determine for themselves whether your e-mail helps meet their needs.to give recipients the details they need to make the decision to call you or act on your offer.20 Rules of Writing Effective Business E-Mails  Make sure links within your e-mail display and work properly. Don't look like everyone else.

With reference to the below mentioned mail. XYZ . 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. 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.Examples From: XYZ Sent: Monday. January 08. 2001 5:46 PM To: ABC Subject: Information Dear Sir. Regards. With reference to the below mentioned mail.

XYZ . With reference to the below mentioned mail. 2001 5:46 PM To: ABC Subject: Information Dear Sir. January 08. 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. 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. 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.Examples From: XYZ Sent: Monday. 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. 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.

Examples From: XYZ Sent: Monday. January 08. XYZ . 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. 2001 5:46 PM To: ABC Subject: Information Dear Sir. 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. With reference to the below mentioned mail. Regards.

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. 2001 5:46 PM To: ABC Subject: Information Dear Sir. XYZ . 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. 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.Examples From: XYZ Sent: Monday. 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. January 08. 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.

Thank you .