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					      Email Etiquette
  If you type it, you’d better mean it
LifeWatch Employee Assistance program
Why is email etiquette important?
• We all interact with the printed word as though it
  has a personality. That personality can give us a
  negative or positive impression.
• Your words can be misinterpreted by your
• So, it is crucial that you follow the basic rules of
  etiquette to convey an appropriate tone.

                           LifeWatch Employee Assistance Program
• Email is a business communication
• Avoid temptation to be casual
• Write a salutation for each new subject email
• Return emails within the same time you would a phone call
• Check for punctuation, spelling and grammatical errors
• Use capitals when appropriate
• Use a font that has a professional or neutral look
• Use active writing: it makes your sentences stronger and usually
• Do not use smiles J, winks ;), and other graphical symbols
• Mind your manners

                                   LifeWatch Employee Assistance Program
      It is easy to change your tone when you’re speaking.
              When you’re writing, it’s very hard to do.

• Write in a positive tone: “when you complete the report” instead of “if
  you complete the report”
• Avoid negative words that begin with “un, non, ex” or that end with
  “less” (useless, non-existent, ex-employee, undecided)
• Using all caps or all bold letters is considered “yelling”
• Read your email over a few time before you hit send to make sure it
  is respectful
• Powerful words to remember to use: “please” and “thank you.” If you
  forget to use them it may come across as disrespectful
• A professional, conversational tone is best

                                     LifeWatch Employee Assistance Program
  Are Your Emails Viewed as Rude?
• Do you forward emails without comments?
• Do you disregard requests from others who ask that you not forward
  emails to them?
• Do you send overly large, unexpected attachments?
• Do you send business attachments after business hours?
• Do you forget to start every email with a “Hi” or ”Hello” with the
  recipient’s name and close with a “Sincerely,” or “Take Care,” and
  your name?
• Do you use multiple !!! or ????? in your emails?
• Do you include everyone’s email addresses in the “To:” field even if
  they don’t know each other?

                                   LifeWatch Employee Assistance Program
Handling Rude Emails
• If you receive an email that is blatantly rude or obnoxious and is
  based on fact, think about if there is any constructive reason to
• If the tone is so bad that you feel your blood pressure rise, wait until
  the next morning at the very least, giving yourself time to calm down
  before you respond
• If you respond, have someone you trust read your response before
  you send it
• If you feel the email is rude, the best response is to respond in

                                     LifeWatch Employee Assistance Program
 To, From, Bcc, Cc and Reply to all:
             These fields can make or break an email
• To: Person you are sending the email to
• From: Your name
• Bcc: Use when emailing a group of contacts who do not personally
  know each other
• Cc: Use when there are a couple of people involved in a discussion
  that requires all people to be on the same page
• Reply to all: Use your best judgment that the information is
  appropriate for “all”

                                   LifeWatch Employee Assistance Program
Group Emails
•   Avoid sending emails to more than four addresses at once
•   Avoid discussing private concerns and issues
•   Make sure the subject heading matches the content of the message
•   When conflict arises, speak in person with the one with whom you
    are in conflict

                                   LifeWatch Employee Assistance Program
Simple Tips For Being Taken Seriously
   in Your Online Communication
 •   Respond promptly
 •   Be sure to type a subject
 •   Always use proper upper and lower case letters
 •   Be brief when possible
 •   Don’t abbreviate words, and stay away from jargon or slang
 •   Always use spellchecker

                                     LifeWatch Employee Assistance Program
Perception is Everything,
Even in an Email
1.   First impressions can be hard to shake
2.   What others see/feel/experience is real and true to them
3.   Most people initially perceive the same event at least somewhat
4.   You want to think of your email as a serious communication tool, not an
     excuse to forget about being courteous or friendly

                                      LifeWatch Employee Assistance Program
  You are what you write. How you
communicate will be an indication as
to who you are and the kind of person
              you are.

                  LifeWatch Employee Assistance Program
                        Email Etiquette
Remember: Nothing is confidential when sent electronically
•   Email is a great way to correspond if it’s used properly
•   Read for content and grammar before sending
•   Don’t type the entire message in capitals
•   Make subject line specific
•   Address emails
•   When replying to a question, copy the question into your email
•   Follow standard writing guidelines; use business letter format as a professional
•   Keep it short and concise
•   Include your name and contact information
•   Avoid jargon and abbreviations
•   Know your company’s policy about using the web for personal use
•   Do not send/receive inappropriate emails with company computer
•   Think before you hit send. Once you do, there is a record of your response
                                           LifeWatch Employee Assistance Program
     4 Ways to Eliminate Toxic Email
1.   Default to direct communication: Avoid sending messages; meet
2.   Stop character assassination. Use this rule when speaking about
     someone who is not present: Imagine them next to you and how
     they would respond to what you have said. If you witness a
     character assassination, ask the person, “Have you had this
     conversation with them yet?”
3.   Avoid e-stabbing: cc’ing a person’s supervisor before they have an
     opportunity to explain or defend
4.   Go face-to-face with e-stabbers. Ask them what their motive was

                                   LifeWatch Employee Assistance Program
             Raise Your Right Hand
              and Repeat After Me
• I will not forward any jokes, chain letters or unimportant emails to
• I understand that most people have seen these emails a million times
  and find them annoying
• I realize that by forwarding these emails I could offend or upset
  someone who does not share my sense of humor
• I realize it is not acceptable to use work time and equipment to send
  emails that are not work-related

                                   LifeWatch Employee Assistance Program
     Thank You
Employee Assistance Program
249 Roosevelt Ave, Suite 205
    Pawtucket, RI 02860
  TT/TTY 1-800-745-5555

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