Email Etiquette for the Business Professional

1. Email Etiquette for the Business Professional EIDT 6100 Group Project Skills Made Easy

2. Insert Jeremy’s movie

3. Overview • Email & Business • DOs • DON’Ts • Professionalism • Procedures / Best Practices

4. Why is Email Etiquette Important? • Professionalism – use proper e-mail language so your company keeps a professional image • Efficiency-writing an e-mail to the point avoids unnecessary wording. • Protection from liability to make an employee aware of e-mail risks and to avoid the possibility of a law suit.

5. Email in the United States • 2010 Census U.S. Population – 308 million • In Aug 2009, 279.9 million Americans use email • 87% of teens use electronic communication • 20% of young adults have three or more personal email accounts • 75% of adults prefer email to IM • 75% of teens prefer IM to email • Less than 20% of teens use email for communication • About 15% of Americans use mobile devices for email • 60% of users use email on a typical day

6. Email and Business • 81% of employed Americans use email • 50% of employed Americans check their email constantly • 25% of employed Americans check their email even when they have taken a sick day • 34% of employed Americans check their email even when on vacation • 22% of Americans have to reply to work emails away from work • 300+ million corporate emails accounts on MS Exchange • 60% of business emails contain grammar and spelling errors • 38% of US employees have sent an email without the required attachment

7. Businesses Use Email for: • Convenience – available 24/7 • Cost savings – reduces physical products • Removes spatial barriers • Documents business agreements • Makes information available quickly • Reaches large audiences

8. Business Email Exposure • Liability for improper use • Lack of privacy/monitoring • Company policy • Misunderstandings • Decisions can be delayed • A sloppy image • The message is lost

9. DOs

10. DOs • Be concise and to the point • Limit “small talk” • Short sentences Margaret will add examples of good & bad emails & create a project such as: Construct an email – give scenario – 1) requesting a day off or 2) responding to a customer request

11. DOs Cont. • Answer all questions/Pre-empt additional questions • Link answers to specific questions – give examples • Anticipate additional questions and respond to those as well – show samples

12. DOs Cont. • Use proper spelling, grammar and punctuation • Always use spell check before sending • Observe rules of proper grammar and punctuation - use grammar check if available Samples before and after spell and grammar check

13. DOs Cont. • Answer promptly • Acknowledge receipt of incoming email • If an email requires research let the sender know when to expect a final response Add examples

14. DOs Cont. • Use a meaningful subject • Sum up the topic of the email in 4-6 words • When a quick response is needed use key words in the subject line such as: APPROVAL NEEDED Add email samples

15. DOs Cont. • Use “grown words” in business emails not … • “r u” for “are you” • “cu” for “see you” Add additional examples

16. DOs Cont. • Any other “DO” you might have

17. DON’Ts

18. DON’Ts • Do not use business email for personal correspondence

19. DON’Ts Cont. • Do not attach unnecessary files

20. DON’Ts Cont. • Do not overuse the high priority option

21. DON’Ts Cont. • Do not write in CAPITALS

22. DON’Ts Cont. • Don't leave out the message thread

23. DON’Ts Cont. • Do not overuse Reply to All

24. DON’Ts Cont. • Do not ask to recall a message (unless essential)

25. DON’Ts Cont. • Do not copy a message or attachment without permission

26. DON’Ts Cont. • Do not use email to discuss confidential information

27. DON’Ts Cont. • Don't forward virus hoaxes and chain letters

28. DON’Ts Cont. • Any other “DON’T” you might have

29. Professionalism

30. Professionalism • Make it personal (not generic)

31. Professionalism Cont. • Read the email before you send it

32. Professionalism Cont. • Take care with abbreviations and emoticons

33. Professionalism Cont. • Do not forward chain letters

34. Professionalism Cont. • Use active instead of passive voice

35. Professionalism Cont. • Avoid using URGENT and IMPORTANT

36. Professionalism Cont. • Avoid long sentences

37. Professionalism Cont. • Don't send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks

38. Professionalism Cont. • Any other “PROFESSIONALISM” tip you might have

39. Best Practices

40. Best Practices • Make it personal (not generic)

41. Best PracticesCont. • Use proper structure & layout

42. Best PracticesCont. • Add disclaimers to your emails

43. Best PracticesCont. • Be careful with formatting

44. Best PracticesCont. • Take care with rich text and HTML messages

45. Best PracticesCont. • Request delivery and read receipts (Use sparingly)

46. Best PracticesCont. • Keep your language gender neutral

47. Best PracticesCont. • Don't reply to spam

48. Best PracticesCont. • Use cc: field sparingly

49. Best PracticesCont. • Mailings > use the bcc: field or do a mail merge

50. Best PracticesCont. • Other “Best Practices” you may want to add