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Technology: Email Etiquette
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Make a Dent in Email Overload

Practicing email etiquette will help you and your recipients reduce email overload. Before you know it, better email habits will reduce the flurry of messages going back and forth, your messages will be clearer and have more meaning, and your recipients will be able to answer more thoroughly.

  • Protect the privacy of the recipients with Bcc. If you’re sending a message to a group of people, send it to yourself and blind copy (Bcc) everyone else. You’ll protect the privacy of everyone’s email address and you’ll prevent a Reply to All fiasco (with Bcc, if a person clicks Reply to All, only the originator receives it).
  • Make your subject line sizzle. Your subject line should read like the headline in a newspaper. The recipient should know precisely what your message is about just by reading the subject line. It should always match the message.
  • Add a salutation. Always greet the person you’re writing with Hi Mary, Dear John, Hello John, etc. Otherwise, your email will come across as an order, especially if you’re making a request.
  • Remind the recipients of who you are. If you’ve met someone once or it’s been awhile since you’ve reached out to them, remind them of previous encounters.
  • Treat email as a business letter. Email should receive the same treatment as a letter on your company’s stationery. If you wouldn’t put smiley faces, ivy growing down the side, shorthand as in an instant message, etc., in a letter, then don’t do it in email. Proper grammar, capitalizations, and punctuation should be standard.
  • Be brief but be clear. Spend time crafting a well thought-out email and get to the point quickly. Use bullets if you’re making several points so the message can be quickly scanned. Put any deadlines in a bold font near the top and bottom of your message.
  • Thank people in advance. You can reduce email overload if you simply thank people in advance. Then you won’t feel compelled to send a useless one-word thank you email later.
  • Avoid receiving numerous useless replies. When you send a message to a group, add at the top and bottom of the message whether you need a reply (e.g., NRN for no reply necessary).
  • Keep the body of the previous email with your answer. Set your email software to include the previous message when you reply. Don’t make the originator have to go back to figure out what they asked you for.
  • Answer within 48 hours. An email message is not a 9-1-1 call, but it should be answered within a reasonable time. Your company should set this standard.
  • Think before you send. Read the message before you reply, giving the sender everything they’ve requested. If you’re in a meeting with your PDA under the table, you’re not going to send a good answer. Wait until you’re back at your desk and can think more clearly. And don’t answer any messages when you’re upset.

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Start practicing better habits and etiquette today and keep me posted on your progress.

Peggy Duncan, SCORE Atlanta
View more posts by Peggy

I’m a productivity and technology speaker, trainer, author, and consultant. I own The Digital Breakthroughs Institute in Atlanta GA.
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Discussion (4) Comment

  1. You have wonderfully written the publish. I’ve liked your way of writing this. Thanks for sharing this.


  2. Mary CullenVisitor

    This article, “Think Before You Click Send” from Instructional Solutions’ business writing blog provides additional tips on business email: http://blog.instructionalsolutions.com/2008/09/25/before-you-click-send/. This blog is search-able for any business writing topic.

    You are absolutely correct that considering volume (using a cc thoughtfully, not passing along long strings of information and expecting a reader to wade through it) is equally as important as grammar errors. When an unclear email is sent to many people, many people then have to waste time deciphering meaning. The time drain across an organization becomes exponential.


  3. Peggy DuncanVisitor

    Hi Rosella, it still bothers me when people don’t put that last comma in a series, use & in passages instead of the full word, using it’s when it should be its, or using your when it should be you’re. I know you can relate.


  4. Rosella YoungVisitor

    Hello, Peggy. Thank you so much. I like the Bcc the best. That will come in handy. I also like that you are promoting grammar and punctuation. I’d like to add that before sending email to please spell check and proofread. Some people spell check only thinking the spell checker caught everything. However, it doesn’t know the difference between he and the if you want the. It also doesn’t always know punctuation. I’m a professional proofreader. I’m always reminding people to proofread their work after doing spell check. I am also a reformed perfectionist. It took years for me to calm down and accept the optional comma, And at the beginning of the sentence, and other grammatical and punctuation changes. Now I keep myself in balance when I see a typo. I remind myself that I can’t be perfect in an imperfect year. However, I still will read and reread my own work until I’m satisfied. Thank you for your time in reading this long message. Take care. Visit my Score Community Profile to learn more about me and my business. Rosella Young, Longaberger Consultant

 

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