PELD #4: Email Etiquette

Reply within ______. Do not expect a response outside work/school hours.

24 hours

True/False: If a person hasn't responded to your email after one week, they probably will not ever respond.

True. 90% of those who are going to respond will do so within 48 hours.

True/False: Using bullet points is okay in an email.

True. It's important to keep email messages brief. Use bullet points so the email is easy to skim.

True/False: The average email response is only 17-40 words long.

True. Only 30% are longer than 100 words.

True/False: Avoid using abbreviations or acronyms (e.g. Perio, Endo, LC, OMFR, EPC) in emails.

True. Spell out each word.

Use__________ to share big files, or alert the recipient they are getting a large attachment.

Tufts Box

True/False: Do not send emails when angry or frustrated Use e-lists only when you must reach an entire population. Avoid sending reply emails just to say "Thanks!" or "No problem!"

All are true

True/False: Always "reply all" when responding to an email. Everyone needs/deserves to see your input.

False. Do not automatically hit "reply all." Only send to those who must see the reply.

True/False: Treat every recipient of your emails with the same formality. Whether it is the dean of TUSDM or a friend.

False. Dress up or down your email's formality based on who you are speaking with. (i.e. do not address the dean of TUSDM as Nadeem)

True/False: If you get an email by mistake, just delete it and pretend like you didn't see it.

False. Reply to emails sent to you by mistake so the sender can re-send the message.

True/False: Be vague in your subject line. Make them work for it.

False. Start with a clear, descriptive, detailed subject line. Make each new subject line distinctive, if possible.

True/False: When out of the office, just let your inbox fill up. You'll get back to them when you can.

False. Use automatic replies when out of the office, including dates and an emergency contact.

True/False: The first thing you should do when writing an email is to add the recipient(s).

False. Write message first, then add recipient(s) address last. This helps prevent sending it to the wrong person. Double-check recipient's email address before sending.

True/False: For important messages, use ALL CAPS

False. Do not write in all caps, which makes it look like you are SHOUTING!

True/False: Because you and your messages are extremely important, you should always mark your email as high importance. Also you should use exclamation marks as often as possible to keep people interested.

False...you donut. Use exclamation points sparingly. Use "high priority" very sparingly.

True/False: "BCC" when your manager needs to see the message but does not need to respond.

True

True/False: "CC" anyone who needs to see the message but doesn't need to respond (e.g., assistants, schedulers).

True

True/False: Do not forward your Tufts email to an outside provider (e.g. Gmail, Hotmail, etc.).

True

True/False: Include a person's direct supervisor on the email only if required.

True

True/False: Most email replies occur within 60 minutes after the original message.

True

True/False: Proofread every message - do not rely on spell-check.

True

True/False: Use an easy-to-read font like Arial, Tahoma or Verdana, 11-12 pt.

True

True/False: Save "small talk" for the end of your email (e.g., "I hope you are having a nice day.").

True, but keep small talk to a minimum in emails.

When is the best time to send an email?

Weekday Morning You're more likely to get a detailed response during these hours.

Email is for ____________ situations. Deliver confidential, complicated, difficult, or time-sensitive messages _____________________or ______________.

non-urgent over the telephone or in person

Create a signature with _________, _____________, __________, and ___________

phone number, office, title and the required confidentiality notice