A Comprehensive Look at

E-mail Etiquette

In the Work Place

© 2006 - 2012Created and Published by: Belinda Davis

Introduction Introduction What is e-mail?

– E-mail is the shortened version of the term electronic mail. – The hyphen will eventually disappear as many believe.– E-mail is used world wide for both personal and professional

reasons.

Why is e-mail etiquette important?– Etiquette is prescribed rules/form of professionalism/set of

standards.– It is important because it shows professionalism, maturity, and

effectiveness.– It also protects companies from liability.

AgendaAgenda1. Composition2. Syntax3. Response4. Maintenance5. Meetings & Calendar6. Writing 1017. Common Misspelled Words8. Mini Thesaurus for Common Words9. Sample E-mails10. Practice E-mails

Elements of E-mail EtiquetteElements of E-mail Etiquette– Format– Attachments– Flaming– Delivery Information– E-mail lists– Signature– Salutations– Content– Privacy– Writing Effectively– Alternative sources of communication

FundamentalsFundamentals

– Format– Tone– Content– Style– Grammar– Punctuation

Overview Overview Learn the rules of e-mailing in a

professional manner.Improve communication skills.

Subject

Spelling

Response

ToneEmoticon

Meetings

Manners

FlameGrammar

VocabularyVocabularyProfessional - Characteristic of or befitting

a profession.Syntax - Studies of the rules for forming

admissible sentences.Flaming - Criticize harshly via e-mail.Salutations - Word of greeting used to

begin a letter.Homonym - Words pronounced or spelled

the same way but have different meanings.

I. I. COMPOSITION Basic General Format

1. To, CC, BCC2. Subject3. Salutations4. Body5. Signature

To, CC, & BCC– To: Intended recipient. This person should respond unless no

response is needed.– CC: Carbon Copy – This person is receiving the e-mail as an FYI and

providing those in the To field with another contact name. The CC field recipients usually do not need to reply.

– BCC: Blind Carbon Copy – This person is receiving the e-mail as an FYI without response required. This is also used when an e-mail is being sent privately and to secure the recipients e-mail address when sending bulk e-mail to many people.

Subject– All e-mails should have a subject.– The subject should be the topic of the e-mail.– It should be short and direct.

ContentContent Salutations

– Personalize the e-mail.– If the title of the person you are e-mailing is higher than your

title call the person by Mr./Mrs./Ms./Miss Last name.– If the title of the person you are e-mailing is lower than your

title call them by their first name if you know them.– It is ok to use the first name with anyone you deal frequently

or know personally.– Start the e-mail with a greeting, Hello, Hi, Good Morning, or

Good Afternoon.

The Body of the e-mail.– Keep it simple.– Write short paragraphs with blank lines in between them.– When making points note them by bolding, highlighting,

underlining using bullets or a combination of such.

The Writer’s FlowThe Writer’s Flow Manners and Tone

– What 3 words have only 14 letters combined yet carry the most respect and appreciation than any other? “Please” and “Thank you!”

– Write in a positive tone.– Avoid negative words.– Write professionally.– Avoid Flaming, Emoticons, Bangs, Acronyms, and Abbreviations when

you are unfamiliar with the recipient– Be polite and respectful.– Keep personal feelings out of professional e-mails.

Writing Effective E-mails– Provide full disclosure of information.– Think about what you would ask if you were the recipient and answer all

questions fully.– Be concise.

Punctuation– Punctuate for flow and proper English.– Don’t punctuate for effect.– Too much punctuation can lead to Flaming.– Several consecutive exclamation points are called Bangs and should not

be used. ( !!!!!!! ) – Too little punctuation can make for a hard to understand e-mail.

The Right WordsThe Right Words Know the Right Word

– Use proper grammar.– Use the dictionary & thesaurus.– If something doesn’t sound right in an e-mail copy it into Word. See what the grammar

checker has to say about it.– Ask a co-worker to proof the e-mail or help with just the right wording.

The right words – Homonyms, how they haunt our writing.– They’re = They are – They’re home for the evening.– Their = People/person – It belongs to their daughter.– There = Place – I believe it is over there but I’m not sure.– Its = Thing – I can’t control its color.– It’s = It is – It’s a nice night out.– Rather = On the contrary – I would rather laugh than cry.– Whether = Introduces two alternatives – I can’t decide whether to ski or sled.– To – In the direction of – I’m going to school.– Too – To an excessive degree – She had too much to drink.– Two – The 2nd number – I had one and he had two.– Buy – Purchase – He said to buy him a pair of shoes.– Bye – Farewell – Barney told the Sheriff bye.– Sell – Persuading someone to buy – I couldn’t sell the horse.– Sale – Reduced pricing – Sears was having a huge sale this weekend.– Cell – Small compartment – The cell in Excel was left blank.– Sail – Trip on a boat – The Titanic set sail for a short period of time before it sank.– No – A negative – I told the boy “no” he could not go out.– Know – Be knowledgeable of something – I know not to light a fire near gas.

Checking Your WorkChecking Your Work Spell Check

– Spell check all e-mails prior to sending.– Verify spelling when the spell checker finds something

questionable.– Replace misspellings.– Look for typos and improper words.

Proof Reading– Read the message at the end of each paragraph.– When the e-mail is finished re-read it twice from beginning to

end to check for typos, grammar mistakes, spelling errors, improperly used words, punctuation, and flow of content.

– Take time to slow down and type the email as it should be typed.

SignaturesSignaturesA signature can be created in your e-mail and will automatically append upon creating any new e-mail.

The signature must have the following:

Name – TitleDepartment - CompanyE-mail addressPhone numberFax number

Attachments – Friend or FoeAttachments – Friend or FoeSending Attachments• When sending attachments consider if

the recipient has the same access as you on the server. If the sender and the recipient have the same access, determine if you should send an attachment or consider hyper-linking it in the e-mail.

• If sending internally provide the file name and location of the file and attach.

• If sending externally you must attach the file, provide the file name, and the file type (the program it was created in… Word, Excel…)

• Attachments can clog your inbox if not maintained.

OutliningOutlining Long messages

– Avoid long messages unless absolutely necessary.– Be concise, short, direct and to the point.– Include only relevant information.– Use an elevator or executive summary to outline the content.– If response needed inform the recipient in the opening

paragraph Elevator or Executive Summary

– Opening summary providing initial details and table of content for long messages.

Table of Contents– Use lists for headings.– Use bullets for sub-headings.

Lists & Bullets– When making a list, outline or executive summary the writer

should use the list method. (Numbers or alpha) or bullets.

The good, the bad & the ugly…but in good taste.The good, the bad & the ugly…but in good taste. Delivering Information

– For meetings use executive summary with table of contents and headings.

– Provide as much information as possible.– Offer the recipient the opportunity to receive the information via

another channel of communication. (Hand delivered, faxed, phone explanation)

Delivering Bad News– Be truthful and straight forward.– Avoid blaming.– Avoid hedge words such as intent, purpose, possibility, most likely,

perhaps, and maybe.– Maintain a positive tone.

Writing A Complaint– Briefly state the history of the problem.– Explain previous attempts to resolve.– Explain the need to correct.– Suggest a resolve.– Offer to help.

Know Your Audience– Know who you are sending an e-mail.– Know if they are internal or external contacts.– Know what they will understand.– Think about how the recipient will interpret the e-mail.

Repeating Messages– Do not repeat sending e-mails unless it has been over 24 hours

since the original time of sending.– Do a second e-mail tastefully and allow another 24 hours.– If no response is received within the time allotted for the 2nd

e-mail then phone the recipient.

E-mailing Someone you do not know Introduce yourself. Let the recipient know who referred you. Advise the recipient why you are contacting them. Provide your contact information.

Audience

II. SyntaxII. SyntaxWhat not to discuss in an email

AND when not to e-mail.– Confidential topics.– Volatile topics such as; politics, religion, and

gossip.– When a topic should be discussed person to person.– When conflict arises.– When the information is too confusing to put in an

e-mail.– When you need immediate response.– When you don’t have time to properly compose the

e-mail.

Rising TemperaturesRising Temperatures Flaming

Term for venting or sending an inflammatory message.

Creates conflict and often spirals out of control. Unprofessional and lowers others opinion of the

writer. Cool down and take time away from the e-mail.

Responding to a Flame

Thank them for bringing up the matter. Avoid getting bogged down by details. Avoid argumentative points in the response. Apologize if necessary.

Acronyms, Abbreviations, Slang, and EmoticonsAcronyms, Abbreviations, Slang, and EmoticonsAvoid acronyms to outside sources. They may not understand what they mean.

– Avoid slang on any business e-mail.– Use emoticons only to personalize the tone but with only people with whom you are

familiar.– Do not use emoticons on external e-mails.– Use abbreviations with care. Not all people will understand all abbreviations. – Stick to common abbreviations and spell everything else out.

List of Abbreviations/Slang/Chat AAMOF = As a matter of fact. AFAIK = As far as I know. B4N = Bye for now. BCNU = Be seeing you. BTW = By the way. CMIIW = Correct me if I’m wrong. CUL8R = See you later. 4WIW = For what it’s worth. FYI = For your information. G2G = Got to go. IKWUM = I know what you mean. NMO = In my opinion OBO = Or best offer. KWIM = Know what I mean. ROFL = Rolling on the floor laughing. S’up = What is up. TIA = Thanks in advance TTFN = Tata for now. TTYL = Talk to you later. U = You. U2 = You too. Whas’up = What is up, LOL = Laugh out loud.

Emoticons : - ) = Happy / : - )) = Ecstatically happy /- : - ) = Winking / : - | = Indifference– : - > = Devilish grin / 8 - ) = Eyeglasses / : - D = Shock or surprise / : - D~~ = Tongue

sticking out / : - / = Perplexed / : - ( = Frown / : - P = Wry smile / ; - } = Leer– : - Q = Smoker / : - e = Disappointment / : - @ = Scream / : - O = Yell / : - * = Drunk– : - { } = Big mouth / : - x = Lips sealed / : - ( = Sad / :’’- ( = Crying / : - * = Kiss– : - & = Tongue tied / O:-) = Angel

Annoyances & ResolutionAnnoyances & Resolution E-mail Tag

– Avoid one sentence e-mails.– Avoid the back and forth e-mails.– If the conversation cannot be completed within 3 e-mails choose another form

of communication.

CAPS– Never type an entire e-mail in CAPS.– All caps translate to the reader as you are yelling at them.– It is ok, however, to use all CAPS to emphasize certain words in a sentence.

Conflict Resolution– Be cognizant of your words to the recipient.– Watch the tone.– Remove yourself momentarily from the conversation.– Disclose all information.– Apologize if necessary.– Choose another form of communication.

III. RESPONSEIII. RESPONSETurn Around Time

– Respond to meeting invitations immediately.– Out of common courtesy e-mails and phone calls should be

returned promptly.– If immediate response is not possible the sender should be sent

a response within 24 hours.– If after that time you do not have a complete answer or

response reply to the e-mail to let the sender know you have indeed received their e-mail and you are working on it.

– Do NOT ignore e-mails.– Do NOT assume an e-mail is not important just because it

is not on the same priority level for you as it is for the sender.

– If you receive an e-mail in error notify the sender immediately and delete the e-mail.

RepliesReplies Quotes

– When responding to a specific part of an e-mail copy the exact quote from the original e-mail.

Forwarding E-mails– Forward only work related e-mails.– Do not clog the e-mail server with junk mail.– When forwarding a business e-mail strip the e-mail of unneeded information and long

lists of e-mail addresses.– Verify the content of an e-mail prior to forwarding.

Threads– Threads are record of e-mail conversations.– They allow the sender and the recipient to follow the entire conversation.– Pay attention to what level of recipient you received the e-mail. (Are you the To, CC, or

BCC?)– Do not automatically assume because you received the e-mail you need to reply.– Do not forward to another recipient who was included on the original e-mail. Pay

attention to who is in what field, To, CC, and BCC.

Reply with historyWhen responding it is best to reply with history. Replying with history

creates a thread.

Important to knowImportant to know Reply to All

– The Reply to All button should be used with caution.– Think about who is on the list.– Does everyone need your response?– Can your response be sent to one centralized spokesperson?– Consider how many e-mails will be sent from one e-mail if that

e-mail is sent to 10 recipients and all 10 Reply to All. One e-mail quickly turns into 100.

Required Response– When you require a response let the recipient know in the first

paragraph.

How long does it take for the recipient to receive my e-mail?– This varies depending on how many servers and e-mail clients the e-

mail must travel.– Whether the intended recipient is located internally or externally.– If the recipient is in and checking e-mail.

Email – Outbound SettingsEmail – Outbound Settings Read receipts.

– Read receipts are clutter.– The only time you need a read receipt is when you must confirm the sender has received.– Be advised that just because an e-mail was opened does not mean it was read. The read

receipt is actually generated from the opening of the e-mail, not the reading of it.

E-mail flags or moods.– These let the recipient know the purpose of the e-mail. – Use as needed.

Priority levels.– These do not normally need to be changed as it can actually delay the message being

received.

E-mail disclaimers.– Companies automatically attach a disclaimer to any outgoing e-mail.– Email Disclaimer

This E-mail contains confidential information belonging to the sender, which may be legally privileged information. This information is intended only for the use of the individual or entity addressed above. If you are not the intended recipient, or an employee or agent responsible for delivering it to the intended recipient, you are hereby notified that any disclosure, copying, distribution, or the taking of any action in reliance on the contents of the E-mail or attached files is strictly prohibited.

• Urgent and Important. - Use these tag lines sparingly.

- Remember what is important to you may not be as important to the recipient.

IV. MAINTENANCE Addresses

– Create mail lists to frequent recipients.– Keep contact information updated.– Remove outdated addresses from your address book.

E-mail Overload– Say no to chain letters and forwarded jokes.– Avoid last minute of the day e-mails.– Avoid one sentence e-mails.

Privacy• There is NO such thing as privacy in e-mail at the work place.• The e-mail server is constantly monitored.• Your computer can be monitored• An e-mail that is on your work computer becomes property of

your employer.

Out of OfficeOut of Office

– When you know you will be out of the office set your Out of Office response.

– Tell what day you are leaving and when you will return.

– Provide the contact name, phone number and e-mail address of the person handling your tasks while you are out.

– Write a brief statement of apology for any inconvenience your absence may have caused.

Helpful HintsHelpful Hints Requesting Technical Support

– When requesting technical help be very specific.– The more information you can provide the tech team the better and more

promptly they will be able to help you.

E-mail Templates– When sending the same e-mails repeatedly set up templates and save in an e-

mail folder.– Copy the saved e-mail into a new memo, address then send to save time and

develop continuity in your work.

Alternative Sources of Communication– Person to person– Phone– Letter– Fax– Video conferencing– Meeting

Cleaning out the inbox.Cleaning out the inbox.– Set up folders and utilize them.– Delete all junk mail immediately.– Block senders of junk mail from external sources.– Tell people who send you junk mail that you would prefer they not send

to your work address.– Detach attachments by saving them to a folder on a shared drive then

delete the e-mail it came on.– When copied on e-mail threads keep only the last e-mail with a complete

view of the conversation. Delete all other e-mails in that thread.– Combine e-mails dealing with one specific topic by copying them into one

e-mail and sending to yourself. Delete all other e-mails regarding that topic.

– Clean out inbox daily.– Clean out folders weekly.– The upkeep of e-mail can be very time consuming. The more you do on

the front end the less time it will take you on the back end.

V. MEETINGS AND CALENDARV. MEETINGS AND CALENDAR Accepting meeting invitations.

– Check your calendar for scheduling conflicts.– Respond promptly.– If a scheduling conflict arises notify the chair person of the meeting. Try to

reschedule by sending a counter time.– Create a Meetings folder.– Move meeting invitations into this folder. Do not delete until after the meeting.

Some email clients delete the meeting from your calendar when the invitation is deleted.

Calendar entry– Keep your calendar current.– Make sure all appointments and meetings are noted on your calendar.– When you will be out of the office be sure to mark the dates on your calendar.

This will notify others trying to schedule a meeting that you will not be available to attend.

Sending an invitation– When sending an invitation be thorough with your information.– Remember to disclose all information including; meeting time, meeting place,

subject, and any pertinent information regarding the topic of the meeting.– Proof the invitation to make sure you have all information and are sending to all

invitee’s.

Writing 101Writing 101 Apostrophes – (‘) show possession, mark contractions, and indicate plurals

that are singled out for special attention. Commas – (,) separate or set off independent clauses, items in a series,

coordinate adjectives, introductory elements, places and dates, nonrestrictive expressions, and parenthetical expressions.

Semicolon – (;) separates independent clauses, which may or may not be connected with a conjunctive adverb or separate 2 or more series, items containing commas in a single series, or independent clauses that contain commas and are connected with a coordinating conjunction.

Colons - (:) introduce explanations and anticipated lists following words that could stand alone as a complete sentence.

Capitalization – the first word in any sentence, the pronoun I, proper nouns and adjectives, titles used with names, and the significant words in literary and artistic titles.

Spelling rules – If a word has the double vowels ie or ei and the combination has a long e sound (as in me), use ie except after c. If the combination has an a sound use ei.

Synonyms – words with nearly the same meanings. Synonyms let writers clarify meanings of unfamiliar words without using cumbersome explanations.

Common Misspelled WordsCommon Misspelled Words Absence Accelerate Accept Achieve Advice Advise Aggressive Alleviate Allowed Altogether Ambiguous Anonymous Appearance Arguing Attendance Balance Benefit Breathe Bulletin Business

Calendar Casual Category Commit Concede Consistency Courteous Definitely Dilemma Discussion Efficiency Eligible Enthusiastic Fallacy Foreign Guarantee Hindrance Illiterate

Judgment Knowledge License Maintenance Meant Miscellaneous Mortgage Necessary Occasion Occurred Omitted Particularly Preference Questionnaire Realize Receive Schedule Simultaneous

Sincerely Specifically Spontaneous Statistics Successfully Temporary Transferred Transferring Unanimous Unnecessary Useful Valuable Waive Wednesday Whether Wreak Writing Yield

Mini Thesaurus for Common WordsMini Thesaurus for Common Words

Write = compose Problem = issue Help = assistance Adapt = accommodate Achieve = accomplish Develop = formulate Begin = commence Report = composition Determine = ascertain Find = recover See = envision Picture = image Purpose = aim Resolve = resolution Purchase = acquire

Expand = elaborate Model = exemplary Great = distinguished Thought = opinion Guess = hypothesis Summary = summarization Swamped = inundated Often = frequently Arrange = format Complicated = perplexed Delay = detain Outline = draft Volume = mass Reference = denotation Intelligent = well-informed

SummarySummaryGet It Write has provided the information

and resources to allow you to conquer the professionally written e-mail.

When composing an e-mail you can refer back to the manual and continue to build on your e-mail skills.

Questions, comments, or suggestions?

RESOURCESRESOURCES Roman & Raphaelson (2000) Writing That Works, Quill A Harper

Resource Book Benson, Laurie K (2000) eCommunication, HRD Press Cunningham, H. & Greene, B. (2002) The Business Style

Handbook, McGraw Hill Von der Osten, R. (2005) Strategies for Successful Writing, Pearson

Prentice Hall BizTech (http://www.biztechonline.com/net_ettiquette.htm)

retrieved 3/10/06 Princeton Library (

http://princeton.lib.wv.us/Internet%20Tutorial/E-mailEttiquette.htm) retrieved 3/10/06

I Will Follow (http://www.iwillfollow.com/email.htm) retrieved 3/10/06

Purdue University (http://owl.english.purdue.edu/handouts/pw/p_emailett.html) retrieved 3/10/06

Web Foot (http://www.webfoot.com/advice/email.top.html) retrieved 3/10/06