E-Mail Etiquette: What are the Rules?
Canadian Special Events magazine

Take a sharp knife to marketing - Use Email
Insurancewest

Email Etiquette: What are the Rules
Elaine Allison

Remember life in the office before e-mail, standing at the fax machine and sending documents and then, if the line was busy, having to do it all over again? What about when the paper jammed in the machine? Remember using four-page duplicating memo pads or photocopying the letter/memo and running a copy to each person’s desk? Remember paying for a stamp, envelope and stationery and snail mailing it?

Well, as we know now, the Internet and e-mail has changed everything. Who ever thought that you could communicate articulately and send information to thousands of people, all with a couple of clicks? The Internet and e-mail have been ultimately the most significant business tool in history: it is better than the telephone, better than the photocopier and better than the fax.

The only problem is that we are all still learning how to use it properly and how to incorporate it successfully into our business. I must admit, along this road has come a few bumps. I hope these tips spare you some grief.

Sample E-mail Practices/Policies for Business
1. All personnel should have their own e-mail account. You may want to set up one main account on your website (example: info@xyzcompany.com). This account must be managed.

2. Ensure that your staff adheres to the expected time frames when responding to e-mail. (Example: 24 hours, or whatever is suitable for your business.) This is especially important if you are accepting e-mail queries from your website.

3. Ensure that you have set up a forwarding system that allows other employees to respond to client requests within a reasonable time when staff members are absent. (Example: 24 hours, or whatever is suitable to your business.)

4. Staff should not give out their company e-mail addresses or use their company e-mail for any personal nature. Staff must understand that this e-mail address is for business use only. (Explain that others may be required to respond to their mail while they are absent).

5. Ensure that your staff understands virus and security risks and that they do not open e-mail attachments from unknown sources. An organi zation should always use professional IT resources to minimize exposure to their networks and systems.

6. Do not send or forward discussion lists, or jokes, etc.

7. When “SPAM” begins, be sure to set up blocks using “Block Sender” in your e-mail settings.

8. Ensure your employees’ Signature files are set up with Name, Company Name, and contact information (including your web address). This makes it easy for someone to print the e-mail quickly and have it handy for later use if they are coming to the office or a meeting with you. You can even add your company “tag” line.

9. Always ensure that “spell check” is set up in your e-mail settings.

10. When sending bulk e-mail, use BCC (blind carbon copy) when it is necessary to keep the names of other parties being contacted confidential. Print a copy before you hit send, otherwise you may not be able to see who you sent it to in the first place.

Email Writing Tips
1. Do not write using CAPITAL LETTERS. This indicates “shouting”. In rare instances it is okay to use it for a word or two to emphasize items.

2. Keep your sentences short. The fewer words the better.

3. If you are upset with someone, do not send e-mail. Wait until you have calmed down or call them directly at an appropriate time.

4. If you use “lingo” or acronyms, ensure that your reader understands. In some cases you may have to spell it out.

5. Be careful if sending fancy HTML-formatted messages. Some computers will not be able to read them.

6. Beware of file sizes that are too large. Those without high-speed access will not be able to download your file in a reasonable time. When sending a lengthy e-mail covering several topics use headings for each topic and then write your paragraph.

7. Use blank lines and hard carriage returns to separate your paragraphs. Tabs can display differently on different computers.

8. Use a good, descriptive subject line.

9. Avoid replying to messages with one-word answers.

10. If your e-mail is turning into a book, perhaps you should be using a different form of communication. (Example: attach a letter, memo, etc.)

11. Keep multi-line paragraphs to 76 characters. This way it should display correctly on most screens. (Check e-mail settings).

Remember that keeping up to date with new technology is only one part of the equation – using it effectively is equally important. Following these writing tips and practices should help your company’s e-mail communication run more smoothly.