1. Email Etiquette Workshop

2. Basics Try to keep the email brief (one screen length, or 25 lines). Check for punctuation, spelling, and grammatical errors Two line breaks denote the end of a paragraph Use correct punctuation for readability

3. Lists and Bullets When you are writing directions or want to emphasize important points, number your directions or bullet your main points. For example, 1) Place the paper in drawer A. 2) Click the green “start” button. Another example, Improve customer satisfaction. Empower employees.

4. Subject lines Include a brief subject line that pertains to the body Keep the subject line consistent with that of the original message so that all can be grouped For time-critical messages, start with URGENT: If you are offering non-urgent information, preface the subject line with FYI:

5. Responses When you reply, include enough of the previous document to indicate why you are responding Return emails within the same time frame you would a phone call Instead of sending an email that says : Yes Say: >Did you get all of the things that you needed? Yes

6. Send attachments Title the document you are attaching in a way that is easy for the recipient to find once he or she downloads to his or her files Tell your recipient what kind of software was used Don’t send overly large attachments Don’t send unnecessary attachments

7. Tone Use smiles, winks ;), and other graphical symbols only when appropriate. Use contractions to add a friendly tone. (don’t, won’t, can’t). To give something mild emphasis, enclose it in asterisks.

8. Addresses Avoid sending emails to more than four addresses at once. Create a mailing list so that readers do not have to scroll too much To: maillist4@cs.com

9. Salutations You may omit a salutation, especially if you are in a higher status position “Hi” is appropriate for people you know

10. Top posting Top posting is the practice of adding your reply to the top of the other email Avoid this practice and answer specific sections of the previous email.

11. Attachments When you are sending an attachment tell your respondent what the name of the file is “This file is in MSWord 2000 under the name “LabFile.”

12. Signature lines Include your name and phone number Don’t make the signature too long

13. 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 speak in person with the one with whom you are in conflict. Be careful to represent the official position of the organization you represent

14. Delivering Bad News Deliver the news up front. Avoid blaming statements. Avoid hedging words or words that sound ambiguous. Maintain a positive resolve.

15. Delivering Bad News Deliver the news up front: “We are unable to order new computers this quarter due to budget cuts.” Avoid blaming: “I think it will be hard to recover from this, but what can I do to help?” Avoid using “weasel words” or hedging: “Our pricing structure is outdated.” More examples of hedging are: Intents and purposes Possibly, most likely Perhaps, maybe

16. Do not take your reader by surprise or press them to the wall Do not wait until the end of the day to introduce or concern via memo or email. Avoid writing a litany of concerns that you have been harboring for a long time.

17. Flaming in emails Flaming is a virtual term for venting or sending inflammatory messages Avoid flaming because it tends to create a great deal of conflict Flame fights are the equivalent of food fights and tend to affect observers in a negative way. What you say cannot be taken back; it is in black and white.

18. Keep flaming under control Before you send an email message, ask yourself, “would I say this to this person’s face?” Calm down before responding to a message that offends you. Read your message twice before you send it and assume that you may be misinterpreted. Don’t send a message in all caps, as this is considered shouting

19. When Email Won’t Work Sometimes you need to take your discussion out of the virtual world and make a phone call. If things become heated, a misunderstanding occurs, or when you are delivering very delicate news then the best way is still face-to face.