oldham Blog #16

Often times I believe that people underestimate the power of the written word. In the professional world, one of the most important tools an employee can have is to possess high-quality writing skills. One of the areas that most people lack writing skills is in electronic communication. A section from “Writing Effective Email” states, “By requiring employees to use appropriate, businesslike language in all electronic communications, employers can limit their liability risks and improve the overall effectiveness of the organization's e-mail and Internet copy in the process.”

With the new wave of technology so much of our communication, business and personal alike, is handed through email. Looking at email etiquette from a business standpoint, a company needs to implement etiquette rules in order to achieve professionalism, efficiency, and protection from liability. If employers take the time to construct high-quality work, then it is going to tell the clients that the company they are working with is professional and cares about them as a client. Emails that get to the point are not only more professional, but are much more efficient and beneficial. Lastly, if employees use etiquette when communicating electronically, then they are potentially saving the company from costly law suits.

An article discussing email etiquette gives these 32 rules to follow when writing an email:

1. Be concise and to the point
2. Answer all questions, and pre-empt further questions
3. Use proper spelling, grammar & punctuation
4. Make it personal
5. Use templates for frequently used responses
6. Answer swiftly
7. Do not attach unnecessary files
8. Use proper structure & layout
9. Do not overuse the high priority option
10. Do not write in CAPITALS
11. Don't leave out the message thread
12. Add disclaimers to your emails
13. Read the email before you send it
14. Do not overuse Reply to All
15. Mailings > use the bcc: field or do a mail merge
16. Take care with abbreviations and emoticons
17. Be careful with formatting
18. Take care with rich text and HTML messages
19. Do not forward chain letters
20. Do not request delivery and read receipts
21. Do not ask to recall a message.
22. Do not copy a message or attachment without permission
23. Do not use email to discuss confidential information
24. Use a meaningful subject
25. Use active instead of passive
26. Avoid using URGENT and IMPORTANT
27. Avoid long sentences
28. Don't send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks
29. Don't forward virus hoaxes and chain letters
30. Keep your language gender neutral
31. Don't reply to spam
32. Use cc: field sparingly

In order to enforce these rules in a company, a written email policy must first be established. Not only should the policy outline the do’s and don’ts of professional email communication, but the employees should also be trained on the rules to make sure they fully understand them. As long as these procedures are followed and the policies implemented, then the company will not only function better, but hold a higher image