Email Etiquette Workshop

Why is email etiquette important?

 We all interact with the printed word as though

it has a personality and that personality makes
positive and negative impressions upon us.
 Without immediate feedback your document
can easily be misinterpreted by your reader, so
it is crucial that you follow the basic rules of
etiquette to construct an appropriate tone.
The elements of email etiquette
 General format  Flaming
 Writing long messages  Delivering information
 Attachments  Delivering bad news
 The curse of surprises  Electronic Mailing Lists
General Format: The Basics
 Write a salutation for  Use caps when
each new subject email. appropriate.
 Try to keep the email  Format your email for
brief (one screen length). plain text rather than
 Return emails within the HTML.
same time you would a
 Use a font that has a
phone call.
 professional or neutral
Check for punctuation,
spelling, and grammatical look.
errors
General Format: Character Spacing

 Try to keep your line length at 80 characters or

less.
 If your message is likely to be forwarded, keep
it to 60 characters or less.
 Set your email preferences to automatically
wrap outgoing plain text messages.
General Format: Lists and Bullets

When you are writing For example,

directions or want to 2) Place the paper in
emphasize important drawer A.
points, number your 3) Click the green “start”
directions or bullet your button.
main points. Another example,
• Improve customer
satisfaction.
• Empower employees.
General Format: Tone
• Write in a positive tone • Use smiles  ,
“When you complete the winks ;), and other
report.” instead of “If you graphical symbols only
complete the report.” when appropriate.
• • Use contractions to add a
Avoid negative words
that begin with “un, non, friendly tone.
ex” or that end with “less” (don’t, won’t, can’t).
(useless, non-existent,
ex-employee,
undecided).
General Format: Addresses
 Avoid sending emails to
more than four addresses
at once.
 Instead, create a mailing
list so that readers do not
have to scroll too much
before getting to the
actual message.
To: maillist4@cs.com
Attachments
 When you are sending an
attachment tell your
respondent what the
name of the file is, what
program it is saved in,
and the version of the
program.
 “This file is in MSWord
2000 under the name
“LabFile.”
General Tips for Electronic Mailing
Lists

 Avoid discussing private concerns and issues.

 It is okay to address someone directly on the
list. Ex, “Hi Leslie, regarding your question”
 Change the subject heading to match the
content of your message.
 When conflict arises on the list speak in person
with the one with whom you are in conflict.
When your message is long

 Create an “elevator” summary.

 Provide a table of contents on the first screen
of your email.
 If you require a response from the reader then
be sure to request that response in the first
paragraph of your email.
 Create headings for each major section.
 Elevator Summary and Table of
Contents
 An elevator summary  Table of contents
should have all the main “This email contains
components of the email.
“Our profit margin for the A. Budget projections for
last quarter went down the last quarter
5%. As a result I am B. Actual performance for
proposing budget the last quarter
adjustment for the C. Adjustment proposal
following areas…”
D. Projected profitability”
Delivering Information About
Meetings, Orientations, Processes
 Include an elevator
summary and table of
contents with headings.
 Provide as much
information as possible.
 Offer the reader an
opportunity to receive the
information via mail if the
email is too confusing.
Delivering Bad News
 Deliver the news up front.
 Avoid blaming
statements.
 Avoid hedging words or
words that sound
ambiguous.
 Maintain a positive
resolve.
Delivering Bad News
Deliver the news up front: Avoid using “weasel words”
“We are unable to order or hedging:
new computers this “Our pricing structure is
quarter due to budget outdated.”
cuts.” More examples of hedging
are:
Avoid blaming:
Intents and purposes
“I think it will be hard to Possibly, most likely
recover from this, but
Perhaps, maybe
what can I do to help?”
Writing a complaint
• You should briefly state • Show why it is critical for
the history of the problem the problem to be
to provide context for resolved by your reader.
your reader. • Offer suggestions on
• Explain the attempts you ways you think it can be
made previously to resolved or how you are
resolve the problem. willing to help in the
matter.
Writing a complaint
Briefly state the history: Show attempts made by
“The current way we you thus far to resolve
the issue:
choose officers for our
organization is not “I have offered two
alternatives for officer
democratic. As a result,
selection that still
we have a popularity involves the votes of the
contest that does not members but both have
always get us the best been rejected by the
candidates.” executive board.”
Writing a complaint
Show why it is important for your reader to get involved:
“This is a problem for two reasons. First, I am concerned
that the executive board no longer protects the interests
of the organization and that their actions are not in
keeping with the constitution of the organization.
Second, there have been a number of complaints from the
members who feel that their concerns and preferences
are not being addressed by the executive board, which
decreases morale and productivity.”
Writing a complaint

Ask for help and offer a resolution:

“Please let me know what other options I may have
overlooked. I am willing to meet with the department
head and the executive board to seek out a solution that
is fair to the members and is good for the business of
the organization. ”
Do not take your reader by surprise
or press them to the wall
• Do not wait until the end
of the day to introduce a
problem or concern via
memo or email.
• Avoid writing a litany of
concerns that you have
been harboring for a long
period of time.
Taking Professors and TAs By
Surprise
 Be sure you have
permission to
communicate with your
professors via email.
 Complaints about grades
and projects should
generally be discussed in
person.
 Post your concerns or
questions in a timely
manner.
If you are a professor or instructor
 Be clear with your  If you have cut off times
students about whether for when you will respond
they can contact you via to email, inform your
email. students about those
 Tell them what kinds of times.
subjects you are willing  Seek consent from
to deal with via email in students before
case you have some discussing their emails in
restrictions. the classroom.
Flaming in emails
• Flaming is a virtual term • Flame fights are the
for venting or sending equivalent of food fights
inflammatory messages and tend to affect
in email. observers in a very
• Avoid flaming because it negative way.
tends to create a great • What you say cannot be
deal of conflict that taken back; it is in black
spirals out of control. and white.
Keep flaming under control
• Before you send an email Read your message
 twice before you send it
message, ask yourself, and assume that you
“would I say this to this may be misinterpreted
• person’s face?”
when proofreading.
Calm down before
responding to a message
that offends you. Once
you send the message it
is gone.
When you need to flame

 There are times when

you may need to blow off Here’s a way to flame:
some steam. Flame On
 Remember your Your message
audience and your
situation before sending Flame Off
the email.
Responding to a flame
 Empathize with the
sender’s frustration and
tell them they are right if
that is true
 If you feel you are right,
thank them for bringing
the matter to your
attention
 Explain what led to the
problem in question
 Avoid getting bogged
down by details and
minor arguments
 If you are aware that the
situation is in the process
of being resolved let the
reader know at the top of
the response
 Apologize if necessary
When Email Won’t Work
 There are times when you
need to take your discussion
out of the virtual world and
make a phone call.
 If things become very heated,
a lot of misunderstanding
occurs, or when you are
delivering very delicate news
then the best way is still face-
to face.