Essentials of Communication - Unit 3, Lesson 15: E-mail Etiquette

Check spelling and grammar

It is amazing how many people write an e-mail and hit "Send" without rereading the message. Check your message, not only for spelling and grammar, but also for clarity and intention. Does the message really say what you intend? How can you reword it? You can use a spell checker, but don't let that replace you.

Use salutations and signatures

It's courtesy to address a person by name in an e-mail. Don't get familiar with business clients beyond the familiarity used in person. When ending an e-mail, include the sender's name and e-mail address. If it is a business letter, the sender's company name and position are also important

What to do when e-mailing:

Be concise, answer all questions and anticipate new ones, check spelling and grammar, answer swiftly, don't attach files unless necessary, check for viruses, use proper formatting, don't use ALL CAPS, avoid extensive punctuation, use priority settings only when necessary, include message threads, don't forward junk mail, don't email confidential information, describe the message in the subject line, use emoticons and abbreviations sparingly, and use salutations and signatures.

Because of the possibility for misinterpretation in e-mail, which of the following should you do?

Be very clear

Check for viruses

Check for viruses when attaching or downloading files. Doing so stops your messages from spreading viruses

Don't e-mail confidential information

E-mail is about as private as a postcard. If the information in the e-mail is something you wouldn't want to share with others, then don't share it over email. It can be shared and sent to others.

It is okay to be more familiar in an e-mail than you would be in person.

False

The same rules apply to business emails that apply to personal emails.

False

Avoid extensive punctuation

Let the message carry the emotion. No extra periods or exclamation points.

Include message threads

Message threading means including the message on which a reply and subsequent replies are based. It helps the receiver to remember what message was originally sent.

Which of the following should you include in e-mails?

Message threads

Use priority settings only when necessary

Most e-mail programs allow you to set priority on important messages. Don't use it too much, otherwise its use will lose importance.

Use emoticons and abbreviations sparingly

Most people don't know all this stuff. It is best to clearly state message and emotions rather than shorten the message through symbols and abbreviations

Don't forward junk mail

No chain letters, spam, or messages regarding viruses if they have attachments.

Answer swiftly

People send e-mail instead of making phone calls or sending letters because they want a fast reply. Try to reply within 24 hours. If it involves business, try to respond on the same day you received the message.

Don't use all caps

People use all caps as yelling. It is also used to "flame" aka yell at people.

Answer all questions and anticipate new ones

Playing e-mail tag can be as bad as playing phone tag. You can decrease the number of e-mail messages if you immediately answer all questions in each message and anticipate and answer future questions.

Use proper formatting

Prepare you messages for quick reading. Use short paragraphs and blank lines between each paragraph. When listing items, number them or place dashes in front of each

Don't attach files unless necessary

Put all information in your message if possible. If you need to attach a files, use a universal file format. Transport graphics in low resolution. Make sure that the attachment is important to the message before sending it out.

Be concise

Remember that reading on a computer screen is more difficult than reading on paper. The computer screen generates light and tires the eyes as people look at it.

In business e-mails, it is important to respond within twenty-four hours.

True

Describe the message in the subject line

if you accurately describe the message in a few words within the subject line, it is more likely that the message will be read