Rules governing how to write effective business emails

Email etiquette

The rules governing correct protocols for business email writing continually change in line with expectations and exasperation in the contemporary workplace.

Much of the advice focuses on what to say (and what NOT to say) when composing the email itself but little graft is given to the etiquette about when to send the email and who to send it to and all the iffy scenarios in between.

Again, little mishaps or errors of judgement on your part can play a major role in whether the recipient reacts negatively or responds positively to your email communication.

Do’s
Use clear and concise language
Keep it short and sweet
Confirm receiving email and reply within 24 hours
Retain message thread for background (REPLY)
Add signature and liability disclaimers
Develop an in-house email policy

Don’t
Use CAPITAL letters, acronyms and emoticons
Write angry or use sarcasm
Request delivery and read receipts
Use offensive, racist, sexist or obscene remarks
Forward virus hoaxes and chain letters
Reply to spam
Overuse IMPORTANT or HIGH PRIORITY
Discuss confidential information

CC, BCC and Reply All rules
Avoid typing all addresses in “To” field
Use CC if appropriate to share addresses
Make clear who needs to respond/ take action
Use BCC to maintain client confidentiality
Consider using MailMerge instead
Limit Reply All unless all need to see response

Attachments
Request permission to send attachment
Avoid sending large attachments
Only send relevant attachments
Send compressed files
Advise reader about attachment content
Ensure anti-virus in place

Back to GAPS from Email etiquette: do’s and dont’s of sending business emails.

How to write effective business emails

It never ceases to amaze me how much angst the humble email can cause in the workplace. It can generate more anxiety and cause more disharmony both between work colleagues as well as as clients than any other form of non-verbal communication.

The simply reason boils down to emails are essentially “body language in writing” which means our words are often open to interpretation depending on the reader’s viewpoint and our language choice.

TONE
No matter how many effective email writing training sessions I run, the number one pet peeve always involves the use of tone in emails. Remember emails are not a letter or report but rather a “conversation in writing”. That means, you may mean one thing but inadvertently communicate sometime else through your choice of language. Being human, we all put our own spin on the messages we receive too which means we may misinterpret the writer’s meaning.

I have outlined below the top five reasons for email angst and simple measures you can readily implement to avoid sending the wrong message in your writing:

USE GREETINGS
Although it is not an exact science, there are a few measure you can implement to improve the tone of your writing. Using a person’s name is extremely important in your email as it personalises the communication. However never just use their name in isolation as it has the effect of shouting. Soften the tone by using “Hi” or “Dear” depending on the level of rapport you have with the recipient. If you are emailing the same person repeatedly about an issue then it is not important to use a greeting each and every time, but certainly in the first instance.

USE PRONOUNS
There appears to be a pervasive reluctance to use pronouns in emails amid concerns it makes us sound unprofessional. However, emails are the perfect communication platform for generating rapport with people. Using pronouns “I”, “you”, “he/she/it”, “we” and “they” is a powerful way to transform your writing and create connections with people.

ACKNOWLEDGE AND SHOW APPRECIATION
Always take an opportunity to acknowledge the other person’s viewpoint if you are handling a sensitive matter arising from a compliance issue or complaint. It can go a long way to diffusing a situation that potentially can escalate into a much greater problem. Similarly, many employees often grumble about the tendency to focus on the negative while overlooking all the positives. Take the time to demonstrate you appreciate a staffers hard work before unloading the next project on them.

SIMPLE LANGUAGE
The English language is a complex beast with many words meaning the same thing. Always opt for the simpler version of words when communicating via email. Remembering it is a conversation in writing, only use words, terms and expressions that you would use when speaking with someone directly. Know that using complicated words that may stump the reader may only serve to alienate them if they fail to understand the meaning.

SHORT and SWEET
Restrict emails to four or five lines whenever possible. If you need to transmit more comprehensive information then give some thought as to how best you can package it. It is better to treat the email itself as a the executive summary that provides an overview of your key message before attaching any relevant documents etc.

Back to GAPS from Effective email communication.

Mastering persuasive writing techniques.
Do you have a great new idea or product but remain unsure as to the most powerful way to promote it in the market place?

Mastering the art of persuasive writing is one sure-fire method to get your message across to the right people.

The key to effective business writing is communicating your ideas in clear written expression by removing any road blocks that may distract from your message or create confusion in the reader’s mind.

1. Determine a simple message

Why is the idea or product so amazing? Why would they want to, or need to, buy it? How will they benefit or more convincingly, what do they risk losing if they fail to get on board? A succinct message that taps into their hopes and dreams or fears and insecurities is the most effective way to get their attention.

2. Identify your target audience

Who are you trying to convince? What are the general characteristics of the target group, namely their age, gender, social status, location and education levels. Once you have determined the relevant criteria then you can tailor your message to complement their values, beliefs and attitudes.

3. Use clear and concise language

Now that you have their attention make sure you don’t lose it through poor written communication skills. The language you adopt to sell your message needs to straight forward and picture-perfect to maintain a professional first impression.

4. Make it informative and entertaining

It is critical to strike a nice balance between providing relevant information and engaging their enthusiasm in your product or proposal. Too much dry information can destroy their interest while too much hyperbole can lead to distraction.

5. Write and rewrite and write again

Proof read you work. Ask someone else to proof read your work. If you make any changes, start the process over again.

Back to GAPS from 5 Tips to Effective Business Writing

Training your staff to write professional emails makes good business sense.

Overflowing inboxes is a common complaint among time-poor workers struggling to read their daily dose of electronic mail.

The key is to respect the fact that the person you are emailing is no doubt busy and fielding multiple requests for prompt replies from a broad array of sources each and every day.

Here are a few tips to business email etiquette that will increase the likelihood your email will not only be opened but also read and actioned in a timely manner.

Read more

Effective email writing

Use the powerful “I + We + You” business email format to write effective emails to new and existing clients.

The straightforward approach captures your reader’s attention and communicates your key message clearly.

Below is a basic format for writing an email designed to attract a rapid response from the recipient.

Read more