Top 10 Tips for Good Email Communications
Published on 12th July 2010
Whatever Happened to Grammar, Manners and Etiquette?
Although there is much to celebrate in modern digital communications, including speed, efficiency and flexibility, it's clear that these methods have arrived with their own set of challenges.
You're probably not the first person to have experienced hasty, poorly structured and ineffective emails, and you certainly may have also sent the occasional email you wished you'd taken more time over.
Here are ten tips from Black Swan to help you get your message across (in the right way):
- Read thoroughly and correct any mistakes - every time you send an important email, particularly to external clients and suppliers, glaring mistakes or poorly worded phrases show a lack of care and attention to detail.
- Do not email when angry or upset - sometimes the red mist can descend and emails or texts can be sent in haste. If you find yourself writing a strongly-worded email, then take a deep breath, save it as a draft and wait for the temperature to fall. If you can, go for a walk or take your mind off it. You should find on returning to it you will manage the situation much better. It is very rare that an aggressive email results in a positive outcome.
- Expect your message to be shared - emails are easily circulated and forwarded. Even if you send an email to one person don't assume that it will remain with them alone. Virtually all corporate emails are stored on servers and can be accessed at a later date, so if you have something to say to one person only, then use your voice not your fingers.
- Don't assume immediate reading - just because it was sent, don't assume the email was read immediately. Give the recipient enough time to respond and, where time is really critical, follow up with a phone call to ensure that the message has been received and understood.
- Respond efficiently - where immediate response is required, make sure you're on the ball. Try flagging messages which need a response and adding deadlines to your calendar or schedule before filing and forgetting.
- Be brief - because so many emails are sent, and because screens are harder to read from, attention is limited and time is short. Make your emails as succinct as possible to have the greatest impact.
- Make attachments first - how often have you sent or received a message where the all-important attachment has been omitted? It can be very embarrassing. Avoid this mistake by getting into the habit of attaching the files before you even start writing, and definitely before you add the email address.
- Add the email address last - minimise the chances of sending a message with a mistake or omission by putting in the recipients' email address last. Include your attachments, write and check your message before addressing it. You're far more likely to get everything right before that oh-so-easy click of the inviting 'Send' button.
- Write a good subject line (or two!) - use the subject line to reflect the contents of the email. Avoid being cryptic and definitely don't use 'reply to' from previous emails which carry the wrong conversational thread. Use the important flag occasionally so that it emphasises when something is critical. Also, if you're writing about two separate items, then we advise sending two messages with appropriate subjects. Outlook makes it easy to find messages, but the subject is still the most important place to suggest the contents of a message.
- Type like you would in a letter - to ensure your email is read, please avoid email 'slang' like smileys [e.g. ;-)], abbreviations [e.g. 'AFAIK'], CAPITALISATION [because it looks like you're SHOUTING] and excessive punctuation!!!!
If you can make all of the above good habits, not only will you avoid conflict and confusion, but you will receive a swifter, more thorough response to your digital communications. And, you never know, by setting a good example, you might positively influence peers and colleagues and improve the way in which they communicate with you and others.