Winning E-mail Etiquette

Here are the most common e-mail mistakes we all make.

By Karen Leland

While e-mail is an indispensable business communication tool today, its remote nature, which eliminates tone of voice and body language, often leads to misunderstanding and misinterpretation. Good e-mail etiquette improves your own productivity and enhances your electronic communications with customers and co-workers.

Here are 10 common e-mail mistakes and how to avoid them:

Mistake #1: Unclear subject line. Give your e-mail a clear, concise and neutral title. Avoid negative words or expressions.

Mistake #2: A poor (or absent) greeting. Don’t start with a description of a problem or the nature of your message. Begin every e-mail (even one addressing a problem) with a friendly salutation.

Mistake #3: Using uncommon abbreviation. Take the extra time to spell out words or phrases instead of using abbreviations. Even ASAP or FYI can be interpreted as demanding or aloof.

Mistake #4: Unnecessary CC-ing. People often cc as a way of cyber-gossip or to vent frustrations. Only courtesy copy those parties directly concerned with your message.

Mistake #5: Sloppy grammar, spelling and punctuation. Not taking time to spell or grammar check your messages may give a negative impression. Sloppy e-mails, especially those with misspellings and poor grammar, lower your credibility with the receiver.

Mistake #6: Using all capital letters to make a point. Don’t express anger or emphasize your points by using capital letters; your level of anger may be misinterpreted.

Mistake #7: No closing or sign off. Just as important as a friendly greeting, a friendly closing is essential. End your e-mail on a positive note – not the content of the message.

Mistake #8: Difficult to read. Run-on sentences, repeated points and absence of paragraph formatting make your e-mail difficult to read and user-unfriendly. Messages that ramble do not respect the reader’s time.

Mistake #9: Unfriendly tone. If you must handle a sensitive problem in an e-mail, avoid accusations or hostility. The reader will immediately go on the defensive, making a helpful response unlikely.

Mistake #10: Lack of a clear request. Not everyone is a good writer. Many people don’t know how to express themselves accurately or appropriately in writing. They may think they are being clear, but the receiver does not interpret a specific question or request. Try to make your messages as clear, direct, concise and friendly as possible.