E-mail Communication

Use E-mail Properly

Email should be constructed and written so that the intended audience can read, understand and act on the message after the first time they read it.

1. Be concise and to the point, Do not make an email longer than it needs to be.

2. Answer all questions and pre-empt further questions, By answering all the questions you'll avoid further e-mails, frustration and wasting time.

3. Use correct grammar, spelling and punctuation

4. Make it personal, The content of email should be customized.

5. Respond quickly, email implies a quick respond comparing to the written letter, so should be answered at least within 24 hours.

6. Do not attach unnecessary files.

7. Use proper structure and layout. Use short paragraphs and blank lines in between for easier reading from the screen.

8. Do not overuse high priority option. When overused it looses its function. Also might come out as aggressive.


10.Do not leave out the original messages. Use 'Reply with history' so the recipient can easily see what the email is in reference to.

11.Read the email before you send it. Proof reading will help discover missed mistakes and misspellings, as well as ensure that none of the content is missing.

12.Do not overuse Reply to All. Only use Reply to All if you really need your message to be seen by each person who received the original message.

13.Take care with abbreviations. Do not use the abbreviations if you are not sure whether the recipient knows them.

14.Use a meaningful subject, Use a subject that is meaningful to the recipient and yourself. Make it as detailed as possible.

15.Use active instead of passive. Active voice ('We will process your order') sounds more personal, whereas passive ('Your order will be processed') sounds unnecessarily formal.

16.Avoid using URGENT and IMPORTANT, The less you use them the more function they have when you do use them.

17.Avoid long sentences, Try to keep your sentences to a maximum of 15-20 words.

18.Keep your language gender neutral.

19.Use cc: field sparingly, Use cc: field only if the recipient in the cc: field knows why he or she is receiving the email.

20.Use face-to-face communication whenever possible instead of e-mail.

21.Think first before you write an email.



(source: management programmes)