Crash Course: E-mail Etiquette

E-mail Made Easy

Preventing Virus Outbreaks

Use antivirus software to detect e-mail viruses.

Use Internet-based e-mail accounts that scan attachments for viruses.

Open e-mail only from trusted sources.

Open only necessary attachments.

Preventing Spam

Limit e-mail address postings. Don’t forward chain e-mail messages. Use caution when signing up for e-

mail offers. Don’t respond to unsolicited e-mails. Don’t click Unsubscribe or Remove

links within messages from untrusted or unknown vendors.

Avoiding Phishing Scams

Phishing scams are designed to steal personal information.

Don’t divulge sensitive information in response to an e-mail message.

Be wary of partially completed forms; don’t complete them.

Managing the Inbox

Sort e-mail to enable finding important messages, quick responses.

Respond in a timely fashion. Read entire threads before

responding.

E-mail Composition Basics

Use proper grammar. Write in complete sentences. Always use sentence case; DON’T

SHOUT USING ALL CAPITAL LETTERS.

Use a spell checker. Always proofread messages.

Effective Writing Tips

Use the inverted pyramid writing style.

Follow the ABCs of good writing: Accuracy Brevity Clarity

Writing Effective Subject Lines

Highlight the main point to summarize the entire e-mail.

Use sentence case. Avoid words like important and

critical. Always include a subject.

Using CC and BCC

Carbon copy copies others; CC leaves e-mail addresses visible to all recipients.

Blind carbon copy copies others; e-mail addresses listed in the BCC field are hidden from other recipients.

Only CC appropriate individuals. Use BCC sparingly.

E-mail Forwarding Etiquette

Forward messages only when necessary.

Use caution when forwarding sensitive or confidential information.

Use your head; don’t react on impulses.

Extinguishing a Flame War

Flame wars have no place in professional communications.

Choose not to respond to avoid further provoking heated e-mail threads.

Leverage in-person communication to resolve the issue.

Involve management if in-person communication fails.

Keep Addresses Private

Exercise caution when sending external e-mail.

Use blind carbon copy to hide e-mail addresses from other recipients.

Edit e-mail messages before forwarding.

Important/Urgent Messages

Use Important and Urgent icons sparingly.

Refrain from sending too many high priority e-mails to avoid appearing too aggressive.

Working with Attachments

Keep attachments small (less than 2 MB).

Don’t attach more than five files. Save attachments instead of

saving the e-mail. Ensure that recipients know how to

open attachments requiring unfamiliar applications.

Items to Avoid in E-mail

Don’t include any information you wouldn’t want published on the front page of the newspaper.

Don’t e-mail confidential, sensitive, or classified information.

When Not to Use E-mail

For jokes and chain messages. For arguments or flame wars. For subjects too complicated to

easily explain in e-mail, use meetings instead.

Avoid e-mail when the topic requires interactive conversation.

Final Thoughts

Are there any questions? Don’t forget your copy of the E-

mail Etiquette Quick Reference Sheet.

Thanks for attending.