Email Etiquette

1、Email Etiquette WorkshopBrought to you by the Purdue University Writing LabWhy is email etiquette important?lWe all interact with the printed word as though it has a personality and that personality makes positive and negative impressions upon us.lWithout immediate feedback your document can easily

2、be misinterpreted by your reader, so it is crucial that you follow the basic rules of etiquette to construct an appropriate tone.The elements of email etiquettelGeneral formatlWriting long messageslAttachmentslThe curse of surpriseslFlaminglDelivering informationlDelivering bad newslElectronic Maili

3、ng ListsGeneral Format: The BasicslWrite a salutation for each new subject email.lTry to keep the email brief (one screen length).lReturn emails within the same time you would a phone call.lCheck for punctuation, spelling, and grammatical errorslUse caps when appropriate.lFormat your email for plain

4、 text rather than HTML.lUse a font that has a professional or neutral look.General Format: Character SpacinglTry to keep your line length at 80 characters or less.lIf your message is likely to be forwarded, keep it to 60 characters or less.lSet your email preferences to automatically wrap outgoing p

5、lain text messages.General Format: Lists and BulletsWhen you are writing directions or want to emphasize important points, number your directions or bullet your main points.For example,lPlace the paper in drawer A.lClick the green “start” button.lAnother example, Improve customer satisfaction.Empowe

6、r employees.General Format: ToneWrite in a positive tone “When you complete the report.” instead of “If you complete the report.”Avoid negative words that begin with “un, non, ex” or that end with “l(fā)ess” (useless, non-existent, ex-employee, undecided).Use smiles , winks ;), and other graphical symbo

7、ls only when appropriate.Use contractions to add a friendly tone. (dont, wont, cant).General Format: AddresseslAvoid sending emails to more than four addresses at once.lInstead, create a mailing list so that readers do not have to scroll too much before getting to the actual message.To: Macintosh PI

8、CTimage formatis not supportedAttachmentslWhen you are sending an attachment tell your respondent what the name of the file is, what program it is saved in, and the version of the program.l“This file is in MSWord 2000 under the name “LabFile.”M a c i n t o s h P I C Ti m a g e f o r m a ti s n o t s

9、 u p p o r t e dGeneral Tips for Electronic Mailing ListslAvoid discussing private concerns and issues.lIt is okay to address someone directly on the list. Ex, “Hi Leslie, regarding your question”lChange the subject heading to match the content of your message.lWhen conflict arises on the list speak

10、 in person with the one with whom you are in conflict.When your message is longlCreate an “elevator” summary.lProvide a table of contents on the first screen of your email.lIf you require a response from the reader then be sure to request that response in the first paragraph of your email.lCreate he

11、adings for each major section.Elevator Summary and Table of ContentslAn elevator summary should have all the main components of the email.“Our profit margin for the last quarter went down 5%. As a result I am proposing budget adjustment for the following areas”lTable of contents“This email containsl

12、A. Budget projections for the last quarterlB. Actual performance for the last quarterlC. Adjustment proposallD. Projected profitability”Delivering Information About Meetings, Orientations, ProcesseslInclude an elevator summary and table of contents with headings.lProvide as much information as possi

13、ble.lOffer the reader an opportunity to receive the information via mail if the email is too confusing.M acin to sh P IC Tim ag e fo rm atis n o t su p p o rtedDelivering Bad NewslDeliver the news up front.lAvoid blaming statements.lAvoid hedging words or words that sound ambiguous.lMaintain a posit

14、ive resolve.M a c in to s h P IC Tim a g e fo rm a tis n o t s u p p o rte dDelivering Bad NewsDeliver the news up front:“We are unable to order new computers this quarter due to budget cuts.”Avoid blaming:“I think it will be hard to recover from this, but what can I do to help?”Avoid using “weasel

15、words” or hedging:“Our pricing structure is outdated.”More examples of hedging are:Intents and purposesPossibly, most likelyPerhaps, maybeWriting a complaintYou should briefly state the history of the problem to provide context for your reader.Explain the attempts you made previously to resolve the

16、problem.Show why it is critical for the problem to be resolved by your reader.Offer suggestions on ways you think it can be resolved or how you are willing to help in the matter.Writing a complaintBriefly state the history:“The current way we choose officers for our organization is not democratic. A

17、s a result, we have a popularity contest that does not always get us the best candidates.”Show attempts made by you thus far to resolve the issue:“I have offered two alternatives for officer selection that still involves the votes of the members but both have been rejected by the executive board.”Wr

18、iting a complaintShow why it is important for your reader to get involved:“This is a problem for two reasons. First, I am concerned that the executive board no longer protects the interests of the organization and that their actions are not in keeping with the constitution of the organization.Second

19、, there have been a number of complaints from the members who feel that their concerns and preferences are not being addressed by the executive board, which decreases morale and productivity.”Writing a complaintAsk for help and offer a resolution:“Please let me know what other options I may have ove

20、rlooked. I am willing to meet with the department head and the executive board to seek out a solution that is fair to the members and is good for the business of the organization. ”Do not take your reader by surprise or press them to the wallDo not wait until the end of the day to introduce a proble

21、m or concern via memo or email.Avoid writing a litany of concerns that you have been harboring for a long period of time.Macintosh PICTimage formatis not supportedTaking Professors and TAs By SurpriselBe sure you have permission to communicate with your professors via email.lComplaints about grades

22、and projects should generally be discussed in person.lPost your concerns or questions in a timely manner.Macintosh PICTimage formatis not supportedIf you are a professor or instructorlBe clear with your students about whether they can contact you via email.lTell them what kinds of subjects you are w

23、illing to deal with via email in case you have some restrictions.lIf you have cut off times for when you will respond to email, inform your students about those times.lSeek consent from students before discussing their emails in the classroom.Flaming in emailsFlaming is a virtual term for venting or

24、 sending inflammatory messages in email.Avoid flaming because it tends to create a great deal of conflict that spirals out of control.Flame fights are the equivalent of food fights and tend to affect observers in a very negative way.What you say cannot be taken back; it is in black and white.Keep fl

25、aming under controlBefore you send an email message, ask yourself, “would I say this to this persons face?”Calm down before responding to a message that offends you. Once you send the message it is gone.lRead your message twice before you send it and assume that you may be misinterpreted when proofr

26、eading.When you need to flamelThere are times when you may need to blow off some steam. lRemember your audience and your situation before sending the email. Heres a way to flame:Flame OnYour messageFlame OffResponding to a flamelEmpathize with the senders frustration and tell them they are right if that is truelIf you feel you are right, thank them f