Email inefficiency can suck up the time email was designed to save, and more. While several email guides are available, the rules below represent the most commonly cited email guidelines and violations.
- Avoid “Reply All”. Email should not substitute for a discussion board, and replies should be directed to the sender–not the group. “Reply All” should be avoided unless it is absolutely essential that everyone see and read your reply.
- Be aware of accessibility. Use alt text if your message includes images, and consider including or linking to a text version of images which include text. Setting defaults to 14 will insure an accessible font size.
- ALL CAPS IMPLIES YELLING. In the absence of inflection, joy can be mistaken for anger quite easily. Never send email angry.
- Know when to call. Email is not designed for and should not be used for extended exchanges. Consider switching to a phone call if more than four exchanges have happened with no end in sight.
- Update Subject Lines. If you are changing the subject in a reply, be sure to change the subject line accordingly.
- Follow the Email Golden Rule. Put yourself in the recipient’s shoes. Avoid sending something electronically that you would prefer to be told to you in person.
- Be cautious of over-formatting. Color text as well as color background reduces readability. Underlined text can be confused for web links. Stick to simple formatting (bold or italics, not both) whenever possible.
- Keep to business hours. Compose email on off-hours, but send it within business hours. Receiving email on off-hours can foster guilt.
- Humor and emotion can get lost in text. In the absence of inflection and body language, clarity becomes essential. If you need a “smiley face” to explain yourself, consider avoiding the joke altogether. Also, don’t write emails when angry.
- Respect the end of the exchange. If the information is all there, resist the urge to tack on one-word replies. Not only are they unnecessary, but they can be misconstrued as a prompt to re-open a closed conversation.
Further Reading (available in the TLC Resource Library):
- Business E-Mail: How to Make It Professional and Effective by Lisa A. Smith
- E-Mail: A Write It Well Guide: How to Write and manage E-Mail in the Workplace by Janis Fisher Chan
- How You Say It Matters: a Guide to Creating Professional and Accessible Publications by Robert Boy and Amy Cline
- Send: Why People Email So badly and How to Do It Better by David Shipley and Will Schawlbe
- Writing Effective E-Mail: Improving Your Electronic Communication by Nancy Flynn and Tom Flynn
Video Links
- Proper email etiquette with corporate comedian Greg Schwem
- Seven keys to effective email
- Tim Sanders: What Are the Biggest Email Mistakes?
http://www.youtube.com/watch?v=srrnMIskxTM
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