Did you get the email? It seems we’re all guilty. We’re getting worse at email, not better. We send an email and then, when the recipient doesn’t understand what we’re saying, we blame THEM. Duh!?
Or we send an email and only mean it to be a quick note but somehow it gets spun into a whole chain, with a half-dozen more people eventually getting looped in and everyone getting upset, and we still don’t get anything accomplished. How did THAT happen!?
Or we capitalize words that don’t need capitalizing, or make up long strings of punctuation marks.
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Worst, of course, is that we’ve all sent an email we wish we hadn’t. And that somehow we never did send one that we now wish we had.
To help find our way out of this mess, Country Guide contacted three experts: Kathleen Moran, a professor in business communications at Conestoga College in Kitchener, Ont.; Jay Remer, a.k.a. The Etiquette Guy from St. Andrews, N.B.; and Julie Blais Comeau, chief etiquette officer at etiquettejulie.com.
Can they get everyone else to write better emails? And maybe they have a tip for us too?
The point of email
Your email has a purpose, so get to it, says Moran. Email is a great way to create a paper trail and to confirm everyone is on the same page. Maybe you’re working with a supplier or contractor and want to make sure you’ve got the same takeaways. Email is so good at this. Just be sure to say right up front, “This is what I think we said. Is this your understanding too?”
Then, if they don’t respond, resend.
Which brings up a second point, says Blais Comeau. The rule of thumb is that you should respond to an email within 24 hours. If you need a quicker response, be specific. Let the recipient know. Better yet, consider calling or texting. Then you can confirm by email.
How we read
Drill it into everyone. We don’t read email the way we read on paper. So keep your email short, clear and to the point. That extra paragraph has a cost. You’re asking your reader to give up time they may not have. Will they think it was worth it?
Also be direct. “If you have a request,” says Moran, “make sure it is right up front. Put the most important points at the beginning.”
Then be sure to include all necessary information so the recipient can take action or forward the email to the appropriate person.
Stick to the rules
Our specialists remind us that an email is the closest thing to a letter. Follow the same rules. Use good grammar, including proper spelling, punctuation and grammar.
The level of formality should reflect the relationship between sender and receiver. If it’s business, open the email with “Dear Mr. Smith,” not “Hi Ralph,” says Remer. However, when you exchange multiple email messages in a day, only the first one requires an opening greeting.
Then, end your emails with a greeting that fits the purpose and tone of your message, says Blais Comeau. Her favourite sign-offs include “Looking forward to our collaboration” and “Kind regards.” And remember that although “Cheers” is popular, it may be too casual and it can be inappropriate because of its connection to alcohol.
Good habits we should all get into
When writing an important email, don’t fill out the “To” line until the email is ready to go. It saves embarrassing sends.
If your email must convey a lot of detail or discussion, put it in an attachment and mention the attachment in your first sentence.
Always add attachments first, even before you begin typing your message so you don’t have to send a follow-up “oops” email.
Don’t use “read receipt” unless absolutely essential. Your recipient will find it annoying and potentially insulting.
Ditto for the “high importance” flag. If it’s necessary, it’s invaluable. If not, you’ll look amateur.
Identify yourself clearly. Use a full signature for the first email in a chain, but even in later emails include your full name and phone number.
Change the subject line when the subject changes.Avoid emojis unless you know for sure they’ll be appreciated.
Never hit Send without rereading every line and every word. In fact, Moran recommends proofing like a pro. Read from the bottom up, one sentence at a time, to catch more errors.
If it’s an important email, Remer also suggests having a trusted colleague proofread email and review it for tone.
Look for ways to cut your word count. Don’t say “I’m writing in connection with.” Instead, just jump right in.
Blais Comeau has one final piece of advice to share. After you have finished writing the email, evaluate its visual appeal. “The look of your email counts,” she explains. “The visual impression impacts the recipient’s perception of you and your role. Short sentences in well-punctuated paragraphs reflect professionalism and are inviting to read.”
