Email Etiquette - More Than Just Manners

We all understand the importance of good “people skills” when it comes to our interpersonal communication – it helps us get the results we need. Our communication determines the opinion others have of us – knowledgeable or ignorant, pleasant or rude, professional or immature. Most of the time this is in face-to-face or telephone conversations where we have some control over the impression we make on others.

When it comes to netiquette (Network Etiquette), it’s not as easy to control how others perceive us, and yet it’s even more important. Why? Because what you write and how you use email can affect whether your email gets delivered, read, or responded to – and what that response is! In addition, there are numerous “technology traps” that are easy to fall into. Have you ever seen someone accidentally send an angry or sensitive response to a huge group of people by using the ”Reply All” key?

And before you say to yourself "I already know" and stop reading this article, realize that every single one of us could benefit from a few simple reminders on the proper use of email, not just from a personal view but also from a business standpoint. If you're doing business on the internet – and using email to communicate with your customers – then this article is a must read for you! You may already know many of these tips, but even the most experienced user will find a few rules you were not aware of or have fallen into the habit of breaking.

Think, write, and think again.
Email is a static, one-way channel – unlike live communication, there’s no way to get immediate feedback (from facial expressions or voice responses) to know if we are being effective or even understood. So think twice before hitting the send key. Is there ANY chance that the recipient might misinterpret what you want them to understand? Do your thoughts come across as abrupt or angry? Could this email accidentally affect your reputation? The hastily written word may lack feelings and the true emotion you intended. You might be smiling as you type, but your note could come across as sarcastic or mean-spirited. Remember – there’s a person on the other end, not just a computer.

Use a meaningful subject line.
This is the first thing your reader will see, so use the space to help them understand the contents of the email even before they open it. Using the same rule from above, type in a subject that relates to the message you're sending, rather than leaving the subject blank. Without a subject line your note will probably be seen as another piece of junk mail – not everyone will recognize who you are just from your email address. Many internet service providers (ISP’s) filter out suspicious looking email, and a blank subject is a big red flag. Also, try to avoid generic words like "Hi" or "Check This Out" to avoid having the recipients spam or virus software delete your message!

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