| In today’s workplace, the ability to communicate professionally and effectively via email is essential but not always easy. Below are some common email etiquette errors made in the workplace. These are not things like spelling and grammar, tone, being concise, etc., nor are they obvious no-no’s, like not sending inappropriate material, forwarding chain letters, or opening files from unknown senders. I’m talking about the less obvious - the everyday email habits that annoy recipients and undermine professional credibility. 1. Use “high importance” or “priority” flags sparingly. Most recipients ignore them, and overuse is like the boy who cried wolf. Besides, if you can’t trust the recipient to read and respond timely, or if the matter is so critical that immediate attention is required, a phone call is more appropriate.2. Don’t CC everyone under the sun, and use care with “Reply to All”. Think about who really needs to receive your email or your reply to one. 3. In mass mailings, set up distribution lists or use BCC or mail merge. No one wants to see a lengthy distribution list, and many included on it will not appreciate your wide distribution of their email address to strangers. 4. Except in extreme circumstances, do not request delivery and read receipts. It is generally rude to do so, especially when the recipient must acknowledge your request for a receipt. 5. Do not recall messages - just acknowledge any errors in a revised email. To avoid inadvertently firing off an email before it has been completed and proofread, complete the “To” field last. 6. Avoid emoticons, abbreviations, and social acronyms. The recipient may not understand the meaning, or worse, the meaning may be different to the recipient. For example, “LOL” doesn’t always mean “laugh out loud” - my high school yearbooks are covered with “LOL”, as in “lots of love”. 7. Avoid non-company quotes and images in your signature line. At a minimum, you may irk those who don’t subscribe to your personal views, nor care to hear them. More likely, however, you may upset someone, especially if your quote or image is based in politics or religion. Even a neutral quote made by a political or religious figure has the same, undesired effect. 8. Even in 2010, not everyone has gotten the message: the use of ALL CAPS means you are YELLING at your recipient. 9. Only use professional fonts, such as Arial, Veranda, or Times New Roman. Do not use cursive or cutesy fonts or less common fonts - many email programs do not support all fonts, and your recipient’s program may display your email in an unprofessional or illegible font. Also, stick to professional text colors, like black or navy blue. (This tip does not apply to the use of company fonts, colors, logos, and taglines in your signature line.) 10. Use the out-of-office feature so senders know if a reply will be delayed and who to contact in the mean time for urgent needs. Conversely, remember to turn it off when you get back. Nothing says “I’m not on top of my game” like receiving an out-of-office reply on July 15 that says you’ll be out until May 6. 11. Respond to emails as quickly as possible, even if just to say that you will get back to the sender once you research their issue, etc. And, no, setting up a generic auto-reply isn’t the same - generic auto-reply is for something like a company’s general customer service mailbox where an immediate acknowledgement is required. 12. When replying to an email, be sure to include the original email thread. With so much email activity, it’s very easy for senders and recipients to forget the intent of the original email or to lose track of the status and various replies. This is by no means an exhaustive list of professional email etiquette, but hopefully, it will serve as a great starting point for your employees. With so much communication among clients, colleagues, and vendors taking place via email, it is essential that employees know the basics of sending emails that are professional and efficient.
Thank you Charlotte Jensen, owner of Cole James Associates, Inc., for this great overview. Cole James Associates, Inc. provides Human Resources services and support to small and medium sized businesses. To learn more about these services, please visit our website at www.colejamesassociates.com or call (804) 339-5576.
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