E-mail Etiquette

One of the most useful tools given us by the Internet is e-mail.  It is fast.  It is easy.  It is effective. One of the great things about e-mail is that we do not have to use the formal structure of hard-copy letter writing, but, as with all tools, we need to use it correctly in order to obtain the greatest benefit.

If you are in business or corresponding with someone who is, here are a dozen e-mail pointers to remember:

1. Reply
   Always reply and reply promptly.  Either you are in business, or you’re not.  People communicate with you because they believe it is important.  If you receive too much e-mail for you to deal with politely, use spam filters, use auto-responders, consider hiring help, or consider a different line of work.  Try to reply within 24 hours, even if you only send an acknowledgement and promise of later follow-up.  Weekends and holidays can be an exception, unless you are responding to orders.
    
2. Form Letters
   If you receive many inquiries on the same subject, create form letters with content that you can copy and paste into your reply and then personalize.
    
3. Practice Patience
   Allow 24 hours for a response to your e-mail before sending a second inquiry. Not every business has around-the-clock e-mail support.  Remember that sometimes e-mails just don't make it to the recipient, so give the recipient a second chance to answer.  A plain text follow-up will usually make it, whereas a mail server may reject a photo or file attachment.  Sometimes there is no substitute for the telephone or a personal visit.
    
4. Return Receipt
   If your business is urgent, request a return receipt to show the mail has been received.  Most mail programs allow the recipient the option of not sending the receipt, but politeness requires acknowledgement of business correspondence.
    
5. Include a Copy
   When replying to e-mails, include a copy of previous e-mails.  Not everyone can remember every communication with another person.  Check the option in your e-mail program “Include message in reply.” 
    
6. Give the Recipient a Clue
   If your inquiry relates to a particular item or Web site, include a description of the product to which you are referring.  Many people handle a number of different Web sites, companies, or products.
    
7. Subject Lines
   Use recognizable words in the subject line so that the recipient does not think the mail is spam.  Some people often delete blank-subject-lined e-mails automatically.
    
8. All Caps
   Many consider writing in all capital letters to be the Internet equivalent of yelling, so use standard writing form when possible.
    
9. Be Polite
   Remember simple words like “please” and “thank you”. You are more likely to get a positive response, be it help or a sale.   If you have a problem or complaint, e-mail for assistance, but be polite. Don’t begin with an abusive e-mail.  Don’t write anything that you don’t want repeated or read by certain people.  Once out of your hands, the e-mail can be forwarded to anyone.
    
10. Company E-mail
    Do not use a company’s business e-mail address for private correspondence.  Using a company e-mail implies the company is behind whatever you are doing and that may be untrue. Many companies monitor e-mails sent and Web sites visited to eliminate stolen company time.
     
11. Spam
    Spam and unsolicited e-mail overburdens e-mail accounts. Despite software developers having created complex spam filters and legislators implementing new anti-spam legislation, the problem continues.  When sharing your e-mail address on a Website, make sure that you read the terms of service agreement. If a Website doesn't have a privacy policy, you should not sign up with them. Do not share other people’s addresses without their permission. If you use a mailing list to send periodic newsletters or other mailings, provide a way for recipients to unsubscribe and delete their e-mail address from your list.
     
12. Signatures
    Create standard e-mail signatures for yourself and your employees. Anyone who uses the Internet in your company should have an automatic company-standard e-mail signature.   Having the company's contact and Web site information on every e-mail makes it easy for the recipient to contact you or visit your site. Creating a standard e-mail signature improves your overall branding strategy and boosts your company’s credibility.  Include the e-mail author's name, phone number, fax number, company name, logo, Web site address, and any other pertinent information.