Email Etiquette
Think before you hit Send
Writing Emails – Things to be Aware of
People are applying for jobs left, right and center, but instead of the traditional cover letter many are attaching their CVs to poorly written emails that do not introduce them in the best light. Thus the CV never gets opened and may even be marked as Spam. This prompted me to have a conversation with several people last week on the topic of formality in writing with one being ‘this is only for posh people’.
Is this true in the new 2020? Is it possible that writing conventions are dying out and the new generations are creating a new type of written formality? Possibly. However, even if this were the case it would take many years for it to become the norm. The vast majority of decision makers around the world tend to be more traditional than they would like to be and standard written conventions still make a huge difference when trying to get what you want! This is especially true when making a good first impression in your job hunting.
Since the early 2000s, I have taught classes in English Language and Business Skills which inevitably include the notion of formality vs informality. So it prompted me to look back over my notes to see what if anything is still relevant today. And I actually think they are, but I’ll leave you to decide for yourself.
Important Points to Remember
1. Emails are usually short and concise. You should write short paragraphs and do not send a lot of text together in bulk;
2. Make sure that your email address looks/ sounds professional – do not use funny names such as superhero1@hotmail.com;
3. Only when writing to someone you know well, feel free to write as if you are speaking to the person;
4. Include a telephone number to the signature of the email. This will give the recipient the chance to call you if necessary. Spoken conversations should definitely be encouraged;
5. It is not necessary to include your email address as the recipient can just reply to the email;
6. Be concise - when replying eliminate all the information that is not necessary. Only leave the sections of text that are related to your reply. This will save the recipient time when reading your email.
From The Times, September 13, 2007
HOW TO WRITE AN E-MAIL by Clare Dight
Think before you press send. It’s all too easy to bombard the people around you with a continuous stream of thought-bites via email. Whether you’re an office newbie or you have simply fallen into bad e-habits, it’s time to take stock of how you use email. Here’s how to set the right tone and become a master user:
1. Dearest Sir. Flowery introductions are unnecessary, says Chris Horseman, the managing director of Balance Learning, a training company. But do make sure that you get the person’s name right. “Don’t make assumptions when you are talking to someone you don’t know,” he says. Guessing the sex of the sender or confusing the order of Chinese names are common errors.
2. Build a rapport. “Always greet the recipient,” says Monica Seeley, who writes about and teaches good email practice. “And if you are responding to an email, mirror what has been sent.” Emails are often quick-fire, so take the time to create a good impression, particularly with someone you don’t know well.
3. Pick up the phone. Ask yourself whether it’s better to call and introduce yourself, particularly to a customer. “Don’t be afraid to pick up and speak to someone even if they are only four floors away,” Seeley says. “A voice message can be much warmer [than an email].”
4. All users. It’s one thing to press “reply to all” accidentally when you meant to send your message to one recipient, quite another to email your entire organisation, including the CEO, to ask to borrow a mobile phone charger. It’s only a matter of time before such timewasters are served with email ASBOs.
5. DON’T USE CAPITALS. It’s scary when people shout.
6. Keep it corporate. “Forget fancy formatting and stick to [your company’s] corporate format,” Seeley says. “When an email leaves your organisation, it can lose its layout.” Never, ever use emoticons, send jokes or use abbreviations that other people might misunderstand. “If you wouldn’t be happy having your email message photocopied on to headed paper, don’t send it,” Horseman says.
7. Keep it brief. “If it’s going to be a lengthy email, use headers or bullet points,” says Louise Oliver, a spokesperson for Adecco, a recruitment company. “Use the subject header to summarise your message and put an overview of the objective in the first paragraph.” Attach background information, if necessary, in a separate document to avoid sensory overload.
8. Cyber stalking isn’t cool. “Allow 24 hours for a response unless it really is urgent. If it is urgent then pick up the phone,” Seeley says. Don’t call someone to ask if they received the email you sent three minutes ago.
9. Think before you send. “Make sure that you are sending your email to the right person,” Oliver says. “Use your judgment before copying someone into your message. People „c.c.‟ as an insurance policy,” she says. “It’s always a balancing act of what’s appropriate.”
10.Communicate, don’t lecture. “Anything that’s contentious, that might upset people or cause arguments... it’s better to pick up the phone,” Horseman says.
Formality vs Informality
What is a formal letter /email? This is a piece of writing which is addressed to a superior, supervisor, manager or client and is of a business /functional nature. If you do not know the person you are writing to personally then you should always use a formal style. At work I would expect all employees to be using a formal /semi-formal style of writing.
What is an informal letter /email? This is a piece of writing which is addressed to a personal friend or family member. This is very personal and reserved only for people you know personally and have known them for a long time. You should not use this kind of writing for work emails.
What is a semi-formal letter/ email? This is a mixture of Formal and Informal writing. You can use this for colleagues you have a good relationship with but never for clients, managers or business letters of a serious nature. Be very careful if you decide to write in a semi-formal style. Do not get too personal, do not make unsuitable comments or jokes. Semi-formal writing is appropriate for personal emails to friends or family members when discussing topics of a serious or business-related nature. It is also used to email familiar colleagues in work-related discussions, or when responding to customer inquiries with which a trusted business relationship is already firmly established.
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