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Using e-mail in business relationships helps us open up communication,
network and enhance creditability. However we need to follow certain
rules to ensure this is achieved. The basic rule of netiquette is to
have and show consideration for your recipient partner. |
How would they feel when they read it or would they interpret the message the way
you intend to! This will help you to determine the effectiveness of your
message.
E-mail offers a plenitude of new opportunities for business, but
understanding how to properly use it is essential in order to take
advantage of these opportunities. |
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Common Netiquette Rules - Mind Your Manners:
Salutations -
Think of the basic rules you learned growing up, like saying please
and thank you. Address people you don't know as Mr., Mrs., or Dr. Only
address someone by first name if they imply it's okay to do so. Today’s
forum indicates that people normally use first name and surname during
introductions. Hence it is expected that you start addressing emails
nowdays by using their names rather than Dear Sir etc.
o Aim to address with full name as indicated when
writing to them first time - like Dear Harish Mehta – ( without using
Mr. ) unless the person is qualified like Dr.
o After second or third instance aim to sign your
email off with just first name – like Sanjay – eventually leading to
other party to do the same – hence coming on first name terms.
o Internally – you still need to put salutation –
rather than just write as it seems rude – it is like talking to someone
without greeting
o Internal emails – you should just address with
name only - Harish and then follow with your message.
Rushing to Reply -
While the pace of communication accelerates, it is tempting to
impulsively type what comes to mind and send it off. But taking this
casual approach to serious business matters could cause you to
communicate ideas and attitudes that confuse (or worse, offend) your
co-workers and clients.
We've all sent an e-mail or two that we wish we could take back as soon
as it was sent. Whether you're angry with a co-worker or thrilled about
a sales prospect, don't fire your e-mail off right away.
o Take a few moments longer to carefully draft
your messages to project your right image; meaning someone with a
deliberate and accurate business sense.
o Use your "queue" function, which lines up your
messages but doesn't send them. This creates one last opportunity to be
sure that what you've said is appropriate, before it's unleashed upon a
colleague or customer.
o Build-in a practice to review your Important
Emails after few minutes after writing them –rather hit the send button
o If you are writing while you are in an
emotional state, save your message and review it later before sending it
– This is a must.
Choose your words carefully and Watch Your Tone:
Tone is defined as an expression of a mood or emotion." It is
very difficult to express tone in writing. You want to come across as
respectful, friendly, and approachable. You don't want to sound curt or
demanding. Phrasing your thoughts are very important. Use care when
sending a message with sarcasm in it. Let the person know that is how
you intend the message to be read.
Use Clear 'References':
o Laura did further research Joan’s audit findings and
then altered them in her report to the full committee.
o (Whose report – Laura’s or Joan’s?)
Be Concise: Get to the point of your email as quickly as possible,
but don't leave out important details that will help your recipient
answer your query. Some emails are so lengthy – the reader is least
interested in reading and also often ends up confused due to vagueness.
Do not write very long emails (never longer than a page)
If you need to then send as an attachment
Don't over-emphasize your point with extraneous punctuation such as
exclamation points.
Use descriptive subject headers.
The subject line should be direct and clearly identify the content of
your message. Give a short and yet, meaningful subject title. This is
very important- give it a thought. It should not be too big or even too
short. Subject title should give an idea of what the email is all about.
Use "request a delivery receipt" or "request a read receipt" option
only when you think it is very important for you. You need not use
it every time. It does waste your time by cluttering your inbox with
confirmation and can irritate the recipient
Do not point out spelling errors and grammatical mistakes to senders
of emails to you - (only if internal) - today we live in a
conversational world where it doesn't matter much about the grammar to
the extent that it doesn't change the meaning or become offensive to the
recipient.
Do not forward chain emails in business. Many corporate have
rules or restrictions on this issue - as often it diverts you from work.
Do not give email ids of other persons to anyone without taking
their permission. Many times innocently we receive emails from
known contacts relating festivity or greeting or some eventful news
marked as 'cc' with scores of other email ids which we don't even know.
Incidentally now they do know you - because of your email id and start
putting you in the loop to keep you updates with any news or events etc.
Therefore avoid forwarding or exposing anyone's ids without their
permission.
Summarize responses. When responding to your recipient’s message,
you dont have to re-write - just highlight the lines and directly quote
'see higlighted' from the original message rather than including the
entire thing.
Read responses thoroughly. Consider it active reading just like
Active Listening.
Include your signature at the end of your messages. Signatures
typically include your name, position, corporate affiliation, and e-mail
address. They can also include your telephone number and address, but
most signatures only contain four (4) lines.
Watch carbon copies (CCs) when replying. Don’t continue to include
multiple people if the messages have become a 2-way conversation.
Frequently executives or managers want to ensure their seniors are kept
informed - however every small issues reported too regularly can be
overloading your senior and become irritating. Usually the mind-set is
to keep Seniors informed so they cannot be blamed or feel responsibility
lies upward when cc. is done. Ensure you judge on merit of email in
business – it may be a mere instruction to you and report to only
the sender rather than cc to all.
• Be Professional: This means, stay away from abbreviations and
don't use emoticons (those little smiley faces). Don't use a cute or
suggestive email address for business communications. Today sms
language is creeping into emails - with certain companies accepting it
as norm. However it will slowly expand to destroy the professionalism.
In business we still need to preserve that Brand Image -so be aware of
the 'lingo' you use as may be at times forwarded internally upwards or
externally to client.
• Be cautious when using slang or idioms, especially if your
mentoring partner is from a different culture and speaks a different
native language.
• Use both upper and lower case letters. Using all upper case
letters looks like you’re SHOUTING. Using lower case only means you are
lazy and carefree.
• Manage your Mailbox –Have Appropriate Folders for regular mails
or even create sub-folders or certain on-going queries which is easy to
review
Filing them into different mailboxes will help, and 'trashing' those
which are no longer useful can conserve space in your files. Do this
carefully - you don't want to bin that message about your assignment
deadline! |
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Varsha
Marketing Director
LIFEZONE TRAINING (U.K.)
India Office
109 Mahavir Industrial Estate
Mahakali Caves Road
Andheri (E) Mumbai 400 093
Ring (022)28301860 / 9820196299
Email:
lifezone@lifezoneindia.com
Website:
www.lifezoneindia.com
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