1. Be concise

People are busy so get to the point. I often begin my emails with “The purpose of this email is to…” That lets the reader know exactly why I’m writing to them and it helps me stay focused. Remember that reading an email is harder, less pleasant, than reading printed communications.

2. Answer swiftly

People send emails because they want a quick response. Therefore, each email should be replied to within 24 hours, and preferably within the same working day. If the email is complicated, just send an email back saying that you have received it and that you will get back to them. This will put the other person’s mind at rest and provide you with the time you need to develop a thorough response.

3. Flames Are Never a Good Idea

When an incoming email angers you, your first response might be to reply in kind immediately, to let the offender feel your wrath. Don’t. Flame e-mails (angry e-mails written in haste) never solve disputes and often lead to e-wars. Instead, take a breath and respond carefully with a well-composed and well thought-out professional email. Walking away to collect your thoughts is all it takes to avoid childish comebacks and retorts that you'll later regret and damage your reputation.

4. Don't Overuse the "Reply to All"

We all receive broadcast emails. But unless you're response is important to everyone on the sender's list do not send a "reply to all" response. Most people do not want to follow a long discussion thread that doesn't pertain to them and, in fact, it is annoying as heck. As one executive said to me, “Anyone who hits “reply to all” should be fired for being too stupid to have a job. Enough said.

5. Answer all questions

Read the entire email and answer every question the first time. If you fail to do this you will most likely just keep getting more emails until the unanswered questions are resolved. Moreover, if you are able to pre-empt additional questions the person writing you will be grateful and impressed with your efficient and thoughtful consideration.

6. Use proper spelling, grammar & punctuation

This is not only important because improper spelling, grammar and punctuation gives people a bad impression of you and/or your company, it is also required for good communication. Rambling emails are difficult to read and can easily be misunderstood. Don't throw up on the page and expect the reader to figure out what it is you're trying to say. Use you spell checking, that's why you have it.

7. Make it personal

Not only should the email be personally addressed, it should also include personal i.e. customized content. For this reason auto replies are usually not very effective. However, templates can be used effectively in this way, see next tip.

8. Use templates for frequently used responses

You may get the same question over and over, such as directions to your office or how to subscribe to your newsletter. Save your responses as templates so you can quickly copy and paste your (standard) reply. You can save your templates in a Word document, a text editor or use pre-formatted emails. A a tool such as ReplyMate for Outlook allows you to use 10 templates for free and is a real time saver.

9. Do not attach unnecessary files

Large attachments annoy people and may even bring down their email system. Wherever possible try to compress attachments, only send large attachments when they are absolutely necessary or provide a link so the person can download the files at their convenience. Make sure you have a good virus scanner in place since people get very angry when they receive documents full of viruses.

10. Use proper structure & layout

Since reading from a screen is more difficult than reading from paper, the structure and lay out of your email is very important. Use short paragraphs and blank lines between each paragraph. When making points number or mark each point as separate.

11. Do not overuse the high priority option

You heard the story about the boy who cried wolf? Use the “high-priority” function sparingly, if at all. If you overuse the high-priority option, it will lose its ability to motivate, you will look like self-absorbed dweeb and you may be out of luck when you really need to get someone's attention.

12. Do not write in CAPITALS

IF YOU WRITE IN CAPITALS IT SEEMS AS IF YOU ARE SHOUTING. This can be highly annoying and might trigger an unwanted response in the form of a flame mail. Therefore, try not to send any email text in capitals.

Steve

P.S. Beginning today new blogs will be posted on Monday and Wednesday each week.

Comments (0) | Trackbacks (0) | Permalink