E-mail etiquette

Entrepreneur, Sept, 1997 by Calvin Sun

Long ago, before there were telephones, a woman traveling overseas cabled her husband for permission to buy jewelry. Her husband responded: NO. COST TOO GREAT.

However, technology then was less than perfect. So instead, the woman received this message: NO COST TOO GREAT.

Today, most of us use e-mail for messages. But although technology has advanced beyond cables, small details still affect the way the recipient sees and interprets a message - sometimes to your detriment.

Using e-mail effectively and professionally is essential to your business success. Here are some tips to get the most from your e-mail.

* EASY DOES IT

Several options make e-mail more convenient for you and your recipients.

* Use settings and preferences. Look for an e-mail package that lets you select specific settings and preferences that affect all your e-mail activity. This way, you won't have to repeat steps every time you send a message.

* Include your real name in your return address. Suppose you received a message from "123 45.678@abc.com." How easily could you determine the sender's real name? Unfortunately, some e-mail providers assign users "nonintuitive" names such as this.

To help the recipient quickly and easily identify you, set your "return address" to include your real name as well as your e-mail address.

* Use a signature file with your messages. As an e-mail recipient, you might want to see more than just message text and a return address from a sender. For instance, you might also want to see the sender's telephone number and mailing address.

Most e-mail packages allow you to include this information through a "signature file." To do so, you simply use word processing software to create and save the address information you want to appear on every e-mail message you send. Then go into your e-mail software and specify at the appropriate menu the name of the file you created in the step above.

Most e-mail packages have a "preferences" menu where you would type in this information, as well as specify your return address as described earlier.

After completing these steps, you need only create and send a message to a recipient. Your e-mail package will automatically attach your signature file information to the end of each message.

Test your changes by sending a message to yourself. To make the test valid, treat yourself as an external recipient; that is, include the "@xxxx.yyy" domain name information in the address. Doing so ensures your message reaches you via the Internet.

* Use the "subject" line. By doing so, you allow the recipient who is pressed for time to quickly select and read only the messages that are important to him or her. Also, limit each message to a single subject.

* If you are testing your e-mail, inform your recipients. As a courtesy, put the word "TEST" in the subject line to save the recipient from having to open the message.

* BEST IMPRESSIONS

What kind of impression is your e-mail conveying? Use the following tips to make sure it's a good one.

* Check spelling. Although e-mail is less formal than traditional mail, appearance still counts. Many businesspeople interpret a misspelled message as evidence of carelessness. Are you sure this is the image you want to convey?

If your e-mail software offers a spell-checking feature, use it. Otherwise, you have two alternatives: Either use a dictionary, or compose your message with a word processing package and use its spelling checker. Then copy (or cut and paste) the text into your e-mail application.

* Don't yell. When composing your e-mail message, use upper- and lower-case typing. Using only upper-case letters is considered the equivalent of SHOUTING!

* Use "emoticons" and acronyms where necessary. Written e-mail communication cannot convey gestures, vocal inflection or body language to the recipient. Sometimes this can lead to misinterpreted messages. To address this shortcoming, e-mail users have developed a set of symbols dubbed "emoticons" to convey nonverbal intent. Common emoticons include:

I'm grinning as I write this sentence.

I'm laughing out loud.

I'm rolling on the floor [laughing].

:-) denotes a smile (Turn your head 90 degrees to the left to see why.)

;-) denotes a wink

Being familiar with common acronyms used online will save you typing time:

* FYI

* ASAP

* BTW (by the way)

* IM[H]O (in my [humble] opinion)

* Phrase your messages positively. It's important to avoid harsh or negative wording. Phrasing a message positively elicits a better response from the recipient and ensures a greater chance of clear understanding.

For example, consider the following pairs of phrases:

1. "We cannot permit you to use this material."

2. "We regretfully are unable to permit you to use this material."

or

1. "We cannot ship your order until your account is current."

2. "Once your account is current, we can ship your order."

Each sentence in the pair has the same meaning. However, the second one sounds friendlier and will create a better impression with the recipient.

* PLAYING IT SAFE

The process of sending and replying to messages is rife with opportunities for error. Here's how to make sure the appropriate message is sent to the right person.