Email Etiquette Job Aide

e-Mail Etiquette
C o m m u n i c a tin g E f f e c ti v e l y T h ro u gh e - Ma i l
1996-2005 Netmanners.com
J O B A I D E
Overview This Job Aid will assist you in building your e-mail communication skills with internal and external customers. There are six sections to the document with additional resources at the end. Business e-Mail Basics Overview: Making a first impression is very important, so is the type of impression you make with your e-mails. Mastering your e-mail skills goes a long way towards forging the most professional perception you can with any customer, internal or external. You may communicate with via e-mail.
Below are some of the basics:

1. Subject Field: Many folks determine even if they are going to open an e-mail by the SUBJECT: field. If this is your first contact with a customer be sure to have a short and sweet subject that indicates clearly what the topic of the e-mail is. Never be misleading in this regard. Be sure to type the SUBJECT: always using proper upper and lower case noting specifically what your e-mail is about. For example if you sell widgets it could be: "Widget.com Information You Requested." The subject field should be short and sweet as it is the window into your e-mail and can make or break you. Typos, all caps or all small case can give the impression you are a spammer. Always put forth the effort to ensure that the SUBJECT: field is accurate and clear about the content of your e-mail. In addition, if the conversation is ongoing back and forth and the focus changes direction, make a point of changing the SUBJECT: field to reflect the conversation's new direction. 2. Level of Formality: Never assume a position of informality in your business e-mail. Only time and relationship building efforts can guide when you can informalize your business relationships. And, in some cases that time may never arise. Some customers will always prefer formalities while others will prefer a more relaxed tone. Let each individual client guide you on what they prefer. Do not assume that email is impersonal or informal in your business communications. It is very personal - a window into the type of person you are. If for commercial/business reasons, one should communicate as if e-mail is on their company letterhead at all times. This is your business's image you are branding.
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2005 Nextel Communications, Inc. All rights reserved. Copying, distribution or use without permission is strictly prohibited. Nextel, the Nextel logo and other marks and logos are trademarks of Nextel Communications, Inc.
e-Mail Etiquette
3. Addressing: How do you address your new contacts? You assume the highest level of courtesy: Hello, Mr. Anderson, Dear Ms. Smith, Dr. Osborne, etc. Until your new contact states, "call me Andy" or "you can call me Diane", keep it formal until it is clear the relationship dictates otherwise. You will also be able to get clues by how they approach you and their tone. For example, you may use Judi or Judith depending on the client and the relationship. While others have picked up on your signature noting Judi and fall right into a more relaxed relationship. Most folks don't mind being called by their first name, however, in a global economy that can be perceived as taking premature liberties in the relationship and have a negative impact. 4. To, From, Bcc, Cc and Reply to All fields can make or break you: a. In the TO: field be sure to have your contact's name formally typed. John B. Doe - not john b doe or JOHN B DOE. b. In the FROM: field be sure to have your name formally typed. Example: Jane A. Smith. Not: jane a smith or JANE A SMITH. The later two give the perception of lack of education or limited experience with technology. c. Bcc: use this field when e-mailing a group of contacts that do not personally know each other. If you are listed in the BCC field you are not expected to reply to the Sender. By listing an arm's length list of e-mail addresses in the Cc or TO field of contacts who do not know each other or have never met is publishing their e-mail address to strangers. No matter how great the list of people may be to you, never make this decision for others! This is a privacy issue! With those you are forging partnerships with, listing their e-mail address in with a group of strangers will make one wonder what other privacy issues you do not respect or understand. d. Cc: This field is used for when there are a couple of folks involved in a discussion that requires all be on the same page. These business people know each other or have been introduced and have no problem having their e-mail address exposed to the parties involved. If you are not sure if a business associate would mind their address being made public, ask! If you're listed in the Cc: field you are being FYI'd and a reply is not mandatory unless you have something relevant to add to the conversation. Also, use your discretion as to whether you Reply to All or just to the Sender.
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e-Mail Etiquette
e. Reply to All: Use your better judgment when using the Reply To All feature. In many instances, your comments may not be appropriate for "all" or "all" may not be interested in your comments. Use your better judgment and discretion. f. Formatting: Refrain from using it in your business communications. Unless you would type something in bold crimson letters on business letterhead, you don't do it when emailing for commercial gain. Also, keep in mind that your recipients may not have their e-mail program configured in such a way as to display your formatting the way you would like - if at all. g. Common Courtesy: Hello, Hi, Good Day, Thank You, Sincerely, Best regards. All those intros and sign offs that are a staple of professional business communications should also be used in your business e-mail communications. Always have a salutation and sign off with every e-mail. Here again - think business letterhead. h. Signature lines: Don't have overly long signature lines of more than 5 lines (including your signoff and name) as this is viewed as a bit egocentric. Keep your signature line at around 4-5 lines, Web site link, company name, and slogan or phone number.
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e-Mail Etiquette
Signature Lines
The Donts and Dos of the signature line

Overview: The most important reason to use a signature line is to get your basic information, name, phone number and department motto out in front of others. Your signature line can communicate to others that you are an astute technology user if done properly. Below are the Donts and Dos of signature lines: Donts: 1. DON'T have your signature file start right after the last sentence line in your e-mail it looks unprofessional. Make a point of setting up an extra line break in your e-mail program or just be sure to hit "enter" one extra time when typing your e-mail is completed. Keep your signature line no more than 4-6 lines. 2. DON'T have everything about you including the kitchen sink in your signature line. To have your pager, cell, home, business, work, accreditations, and slogan about how great you are will lead to the perception that you are tad bit self-enclosed. 3. DON'T use inflammatory quotes in your signature file. Hey, everyone has the right to an opinion - that is one of the great things about the online environment is the free exchange of information and ideas. I've seen many a witty and humorous quote in e-mails. However, to intentionally have a quote you know is very controversial or offensive simply isn't courteous to those you e-mail. 4. DON'T include formatting in your signature file (or your business emails), ASCII formatting, colors or attaching any animated graphics. If you wouldn't turn your name or title bright red on your company letterhead - don't do it in e-mail. 5. DON'T close with your signature file reflecting anything but proper punctuation. Capitalize your name formally: John A. Smith, John Smith, John. Not typing your name formally with appropriate capitalization reflects a lack of business savvy. 6. DON'T start using your signature file until you have verified, reviewed and double-checked that all the information is correct.
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e-Mail Etiquette
Dos: 1. DO align your signature's text with spaces rather than tabbing. Tabs and text are displayed differently on different machines, which can make your layout look bad. Also keep in mind that you want to keep your signature line to 70 characters or less, as that is the set screen width default for most e-mail programs. 2. DO make sure that your signature line contains the basic info customers need to contact you. No need to include your e-mail address - that is automatically noted at the top of every e-mail you send. The only instance where you would want to include your primary e-mail address in your signature line is if you are using a different or secondary e-mail address to send the e-mail in question. 3. DO setup your e-mail program to automatically append your signature line and make sure to include your signoff so that you do not have to type your name with every e-mail. 4. DO have several signatures that you can switch dependent on tone or issue at hand. Signature lines are an excellent way of setting a tone and directs the ongoing communication's priority or level of formality. Sincerely, Best, Regards, Respectfully - each can be used differently depending on whom you are communicating with and the tone you would like to set. 5. DO keep in mind that the perception your signature line gives will lend to the perception of who you are, what you believe in, if you follow the rules, if you know how to use technology - or not. Quotes are fine and sometimes apropos depending on the conversations tone and topic, however, keep in mind who will be reading the e-mail and the perception your opinion via the quote you include will leave. Humorous or controversial quotes are best left to personal e-mail.
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e-Mail Etiquette
e-Mail Attachments
What to attach and what not to attach, that is the question.

Overview: It is easy to attach a file to an e-mail. E-mail programs allow you to attach almost any type of file, regardless of the size and format without giving the sender any sort of guidance. Here are some quick guidelines you should run through before you attach any file to an e-mail and send it on its way. Quick Tips: 1. What is the file's size? If you don't know, find out. If you don't know how to find out, learn. For example in Windows, you can view the file's size in Windows Explorer. Make sure the Views option at the top right is set to Details. This will allow you to see a Size column reflecting each file's size. 2. If you are sending a file over 200,000 (200KB) in size consider how you can minimize the file's size either by reducing the physical dimensions or by using file compression software. And, even then, courtesy dictates you ask the recipient first if it is O.K. to send them an attachment and what is the best time of day to do so to ensure they are available to download your file and keep their e-mail flowing. 3. Files over 1M (that's 1,000,000 bytes!) should not be sent by e-mail and will have a hard time going through the pipeline. Just because you can physically instruct a computer to attach a file of that size doesn't mean you should. 4. You have no insight into the other person's e-mail volume to assume activity to be minimal or storage capacity to be optimal to receive your files. Many e-mail accounts are only 5M in size and can be filled up very easily by those who either don't care to or don't know how to determine file size. 5. To send an attachment without notice that someone didn't ask for is the epitome of lack of courtesy for those you are e-mailing. No matter how important you think that attachment is.
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e-Mail Etiquette
Rules of Forwarding
The guidelines of forwarding e-mails

Overview: Here are the 5 Rules of Forwarding E-mails that those who are being truly thoughtful follow. If everyone followed them all the problems associated with forwarded e-mails could be avoided. Sticking to these guidelines will assist both those thinking they are thoughtful and those who don't want to appear otherwise: The 5 Rules: 1. Don't forward anything without editing out all the forwarding >>>>, email addresses, headers and commentary from all the other forwarders. If you must forward, only forward the actual "guts" or content of the e-mail that you are of the opinion is valuable. 2. If you cannot take the time to write a personal comment at the top of your forwarded e-mail to the person you are sending to - then you shouldn't forward it at all. 3. Think carefully about what you are forwarding, will be of value (accurate information), appreciated (something the recipient needs) or humorous (do they have the same sense of humor as you do) to the person on the other side. 4. It should go without saying that the forwarding of chain letters; regardless how noble the topic may seem, virus warnings or anything that says "forward to everyone you know" simply shouldn't be forwarded. 5. If you must forward to more than one person, put your e-mail address in the TO: field and all the others you are sending to in the BCC field to protect their e-mail address from being published to those they do not know. This is a serious privacy issue! Again, be sure to take the time to type a comment about why you are forwarding the e-mail to the recipient(s) at the top of your forward.
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e-Mail Etiquette
Dont Be Viewed as Rude!
Rude e-mail habits are hard to break

Overview: All too often you may come off as terse or plain old rude when it comes to email habits. They don't intentionally set out to be viewed as rude. Are you being viewed as rude? Do your e-mail habits show a lack of consideration for the person on other side? Below are the most common faux pas onliners make on a regular basis that end up leaving a negative perception. If you answer yes to any of the following questions you are most likely being viewed as rude. The Ways of The Rude: 1. Do you forward e-mails without comment? If you cannot take the time to write a comment about why you are forwarding that particular email to that particular person don't bother forwarding at all or you'll be viewed as rude! 2. Do you send overly large unexpected attachments? If you cannot take the time to determine file size and ask first when would be the best time to send them, you're being viewed as rude! 3. Do you send business attachments after business hours? If you do, you will definitely be viewed as rude when you cause your customers inbox to fill and all subsequent e-mail to bounce! 4. Do you start every e-mail with a "Hi" or "Hello" with the recipient's
name and close with a "Sincerely," "Take Care," or TTYS and your name? If you cannot take the time to personally address an e-mail and
sign off with courtesy, which will cause you to be perceived as demanding or curt, you'll be viewed as rude! 5. Do you e-mail others for information without searching to see if the information you're seeking has already been provided to you? If you cannot take a few moments to search a site and read the information provided, you'll be viewed as rude! 6. Do you use multiple !!! or ??? in your e-mails? If you do, you will come off as pushy and/or condescending and you'll be viewed as rude! 7. Do you include everyone's e-mail address in the To: field even if they don't know each other? If you do, that is a breach of privacy when you expose your contact's e-mail addresses to strangers and you will be viewed as rude!
Avoid being viewed as rude by taking the time to have courtesy for the people you are communicating with.
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e-Mail Etiquette
Organizing Your E-Mail
Getting your e-mail organized and staying that way!

Overview: A big part of keeping your inbox and your e-mail organized is discipline. You need to make a consistent practice of checking your e-mail and accomplishing several tasks to keep ahead of the increased traffic of bits and bytes finding their way to your inbox. What are we to do? Let's get organized! 1. Put your DELETE button to work! If you do not recognize the sender, look at the SUBJECT: field. Are there funny characters, alphanumeric or it just doesn't make sense? Delete! If you don't know the sender and the SUBJECT: field looks off, send them on their way to the trash! 2. Once you go through all your new e-mail and follow step #1 above, you are now ready to determine what to do with the e-mails that are left. Do you have several e-mail from the same party? Do you have e-mail from folks who e-mail you quite regularly? Do you have some e-mail that is personal business and others that are more serious and therefore, you probably need to keep a copy on hand? This is where filters come in. Filters are your friends! Filters, or Rules as they are called in Outlook, are what allow you to organize your e-mail on the download. Yes, as you download your e-mail it can go into e-mail folders setup for specific topics or contacts! A side benefit of filters is that if you organize your e-mail to go into their own folders on download - your inbox has less e-mail that you requested or were expecting leaving only the questionable e-mail for you to review. Filters only need be setup once and they are in place until you delete them. Get your filters tightly setup and you can literally find only e-mail from spammers are left in your inbox. One thing is clear about being online and e-mailing - it behooves you to become familiar and proficient with your tools. E-mail software being probably the most important. 3. After following the suggestions in #1 above, begin to review your email. If you run into an e-mail that is from a new mailing list you've subscribed to and plan on getting regular e-mail from, stop right there and make a folder and filter to accommodate these future e-mail. Set up a filter to look for something specific to that e-mail (usually e-mail address works best) and moving forward, on the download, those emails will go right into their own folder. Do this for any e-mail topic or contact you plan to receive e-mail from on a regular basis.
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e-Mail Etiquette
4. Read and delete. Read your e-mail as time permits and then delete any e-mail that doesn't have content worth keeping for future reference. Then, empty your trash daily. Loads of e-mail files use a ton of your system's resources. Not keeping copies of e-mail you really will never need in the future helps remove the clutter and drain on system resources. 5. When reading your e-mail you can prioritize when you want to address them. Many e-mail programs allow you to label e-mail by color when viewing a particular folder. For example you could have labels that at a glance tell you how you have prioritized your tasks. Say, red for urgent, blue for later, yellow for maybe. By opening that specific e-mail box you know, at a glance, which e-mail you have set to address right away and which you can get to as time permits. 6. Create a folder called Follow-Up, Interesting or To Do. This is where you will file some of the e-mail from your inbox that peaked your interest that you would like to review in more detail but just don't have the time. Then, when time permits you can go to that folder and check into the e-mails worth keeping. Once you review them, though, either send them to another folder for keeps or send them to trash. 7. To avoid e-mail backup, be sure your inbox is cleared each day. Move e-mail to trash, a specific folder or your "To Do" folder, and then empty the trash. If e-mail is older than 90 days in your "To Do" folder send them off to trash as most likely the information or offer is no longer current. By doing so each day, you keep your inbox clear and your e-mail much more organized. 8. What about all these folders? Have as many folders as you need to be organized and call them whatever will intuitively work for you with a glance. This system is different and unique to each and every user make sure you use terms and a system that works for you.
The above tips when practiced daily will make the world of difference in keeping your inbox organized and clutter free. Just a bit of discipline is all it takes to be on the road to less time spent dealing with e-mail which frees you up to do other important things.... like responding to e-mail.
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Resources
Websites to learn more about how to make the most of your e-mail
Yale University Library Dynamoo Email Etiquette Learn the Net: E-Mail Etiquette Purdue University Writing Lab E-Mail Etiquette: A Quick guide to writing professional E-mail
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Email Etiquette Job Aide

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e-Mail Etiquette

Below are some of the basics:

Continued on next page

The Donts and Dos of the signature line

Continued on the next page

What to attach and what not to attach, that is the question.

The guidelines of forwarding e-mails

Dont Be Viewed as Rude!

Rude e-mail habits are hard to break

Organizing Your E-Mail

Getting your e-mail organized and staying that way!

Continued on the next page

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