Email Etiquette

Email users need to be aware of accepted practices regarding the use of email as a communication tool. In addition, email messages lack cues such as vocal expression and body language that we use every day when communicating with others,and as a result, it is easy to convey the wrong impression or offend recipients of your message. These guidelines will help you get the most from your email system and avoid common mistakes.

Common Courtesies

What to watch out for....
  • Reply promptly – if it is going to take
    considerable time to reply fully, acknowledge receipt of a message promptly and let the sender know when you expect to be able to answer.
  • If you receive a message intended for another person, don't just ignore it: reply to the sender and let them know the email was sent to you by mistake. If you know the intended
  • recipient, forward it to them with a short explanation.
  • Never assume that because you have sent a message, it has been read.
  • Do not send chain letters, and do not forward such letters to others.
  • Do not copy your email to large groups of people unless the message is of relevance to every recipient.
  • Don't expect an immediate answer. Email is all about dealing with communications when you are able to do so.
  • Don’t write anything you wouldn’t say in public. Emails are easily forwarded to others.
  • Do not redirect personal messages
without the origina sender’s knowledge or consent
  • Do not “flame”. Flaming is aggressive and abusive language used to criticise others.
  • Avoid the expression of extreme emotion or opinion i an email message.
  • Do not draft and send an emai message when you are upset or angry - once writte and sent, it can't be recalled. Take time to cool dow before reviewing your message.
  • Do not pretend you are someone else when sending email. To pretend you are someone else is fraudulent and illegal.
  • Do not make changes to someone else’s message and pass it on without making it clear where you have made the changes.
  • Use humour, sarcasm and irony sparingly: they may not be self-evident to all readers. You can easily convey the wrong impression.
  • Remember that all laws governing copyright, defamation, discrimination and other forms of written communication also apply to email
ADDRESSING AN EMAIL MESSAGE
Use the To: field for key recipients, and the Cc field for people who are sent the message for their information only. Keep the list of recipients to a minimum.
EMAIL SUBJECTS
  • Always enter a clear and meaningful subject field.
  • Limit yourself to one subject per message - it helps recipients manage the mail they receive.
CONSTRUCTING GOOD EMAIL MESSAGES
  • Keep your sentences and message short and concise. Leave out irrelevant detail.
  • Write in a style that is appropriate for the recipient.
  • Capitalise words only to highlight an important point or distinguish a title or heading. Capitalising anything else will be interpreted as SHOUTING!
  • Include enough background information at the beginning of the e-mail for the recipient to understand the message's content.
  • Use spaced paragraphs, subheadings and lists of points to make your message easy to read.
  • Number multiple questions or requests.
  • If you use abbreviations or acronyms, be sure your recipient already knows what they stand for.
  • Take the time to review your message.
  • Check your spelling before sending the message
  • Attach supporting information as a separate file.
  • Very long messages or messages that require formatting are also best sent as attachment.
RECEIVING AND RESPONDING TO EMAILS
  • When replying or forwarding a message, ensure that the “Subject” field still accurately reflects the content of  your message.
  • Don't reply to all recipients of the original message - reply only to those who need a reply.
  • Put your reply at the top of the message.
  • When replying, do not quote the whole original message and signature. Delete non-essential text from the original message.
DEALING WITH MISUNDERSTANDINGS
  • If a message generates emotion, read it again; reassess the message. Assume the message was sent with good intentions.
  • If a discussion is becoming emotionally charged, stop sending email. Speak to the person to clear up any misunderstandings.
  • When you are wrong or have issued an impulsive response, promptly admit it.
JUNK MAIL AND VIRUSES
  • Junk email (“spam”) and viruses are common on the internet.
  • Make sure you take these preventative measures:
  • Avoid suspicious attachments from unknown senders.
  • Delete junk mail. Never reply to it.
  • Only provide your contact details to trusted individuals