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Email Style & Etiquette - Published Again!

I am please to share a terrific article on the fundamental manners of email.  Its author and I have a lot in common!

Read Article Here >>
http://www.marketingprofs.com/8/email-etiquette-use-or-lose-business-towner.asp?adref=znnpbsc238

In a related blog moment, Rick Short of Indium Corporation built on the idea of email etiquette in his recent post.  Short's message adds that everyone in business is an Internet representative for their company - via email, we all wear our business badge and need to remember our mission and our image.  His blog "Rich Short's B2B Marcom Blog" is fun and full of interesting stories and marketing tips.

Email Style & Etiquette - Oops, there it is

Ever send an email to a group only to discover that the embedded link was the wrong one? 

Ever email your subscribers about this year's event only to learn later that the info included was for last year?

It is worth repeating, and can never be overemphasized: PROOFREAD your emails before hitting SEND.

If it is a business email, the best idea is to routinely request help from another set of eyes to look at your message, both looking for simple errors and content misperceptions or improvements.

Simple reminder on proofreading >>
http://www.ucc.vt.edu/stdysk/proofing.html

Email Style & Etiquette - For Those Who Print

Here's something that I am amazed to find many people do not understand.  When you design an email, or a web page for that matter, the idea is to create online interactive content that maximizes the delivery of your information and faciliates the user's quick understanding of your message.

Email design is not based upon, synchronized with, aligned the same as, or even conceived the same as print design. 

HTML emails and web pages do not have a "Page 1" or a "Page 2."

HTML emails and web pages function with online design in mind, not printers.

So, for those who are inclined to print the newseltter you are creating in HTML and sending via email, one of two things must be understood:

Either

1. The audience is aware that the printed piece may not look exactly like it did on the screen, and they are forgiving of these design descrepencies or
2. The designer includes a link to a print-ready document that will look on paper the way it does in the document on the screen.

Offering a "Print Version" is a nice option when your email has a lot of written information and your list includes readers who print to read.

Email Style & Etiquette - Common Writing Errors

A refresher course on writing is always a good idea.  I am treated to a lively discussion of grammar issues whenever I get together with my writer friends.  A few of these friends teach college writing skills, and it is no surprise to me to hear that student writing is often full of errors.

But professional writing, or business writing, should be a cut above the rest.

The resources are out there for learning to edit for errors.  We all remember Strunk and White's The Elements of Style, and there's my favorite, the AP Stylebook for journalists.

Check out "5 Grammatical Errors That Make You Look Dumb" at Copyblogger. 

For a refresher course on common business grammar issues, take the test at BusinessWriting.com's "The Most Common Business Usage Errors."

And here are a few of my own make-my-skin-crawl careless mistakes:

1. It's used as the possessive - the only use for "it's" is as a contraction for it + is.
2. Vague pronoun references - for example, "Send me the book before the weekend, since it is a long one."
3. Good used for well - the word well most often should be used as an adverb, describing a verb.

If you have time, also check out GrammarErrors.com.

Email Style & Etiquette - Scrap Paper Communication

I repeat, all business email is business email.

If an email comes from a business, then it should follow standards related to business writing.

So here is an example of what I call Scrap Paper Communication. This is a reply email from a staff member at a local newspaper consisting of exactly the following, no more, no less:

I think we are a bit to far gone for this year
Sorry, lets look at next year

Here are my first thoughts when I read this in my inbox:

1. What's too far?
2. Who sent this to me again?
3. This sender doesn't care about me as a consumer - not in the least.
4. This sender thinks he/she is texting me to my phone.

And here are suggestions which would make the message more appropriate for business use:

1. Add a greeting, incude my name.
2. Add punctuation.
3. Include a reference to or explanation about the original situation in question to help me recall why I am reading this email.
4. Fill me in on "next year" - who would I contact, when is a good time to follow up.
5. Add a signature, include contact info.
6. A branded design, business logo included.

Feel free to copy the example above and send to your staff.

An article titled "Writing for Business" at About.com elaborates:

"Whether you are writing a sales proposal, an email to your department, or an instruction manual for a software package, there are certain steps you need to follow to create effective business writing. You need to:

1. organize your material
2. consider your audience
3. write
4. proofread
5. and edit your text.

The emphasis on each step may vary, depending on what you are writing, but the steps will be the same." -F. John Reh

A great collection of tips and resources in business writing can be found at Lynn Gaertner-Johnston's blog: http://www.businesswritingblog.com/business_writing/tips/index.html

Email Style & Etiquette - Not a Problem

Think about this.  A customer service person answered my call about a product I pay for monthly in order to use their service.  I asked for something to be emailed to me explaining an additional service.  The phone rep said, "Not a problem."

Not a problem?  I am paying you.  I am in fact asking if I can pay you a little more.

Not a problem? 

It had better not be a problem.  If it is a problem, then you may choose to reduce your problems by simply cancelling all your customer orders.

This phrase draws upon the worst intentions and portrays the utmost disconcern for true customer service. 

In replying to a customer query, be it on the phone or in an email, stick with, "It is my pleasure" or  "I am happy to help."

Email Style & Etiquette - Reply to Confirm

On email in general: When you send an important document or message via email, do you ever get left wondering if the recipient ever actually received it?  You assume so.  But wouldn't it be great if that recipient shot back an email as soon as they received that important document or message - just to confirm.

After all, when you send important information via an overnight postal service, it is protocol to have the recipient sign for that document once received.

As a rule, whenever you receive an important document or message via email, reply to confirm its receipt.  If you are really short on time, just click "reply" and write, "received."

If you reply to confirm to a sender who is a prospect, don't forget to include your signature and tag line, perhaps use this opportunity to add value your reputation.

If you reply to confirm to a sender who is a customer or member, don't forget to include a thank you for recent business or membership.

Every message sent from your business email is a form of business communication.  Remember your etiquette, mind your p's and q's, and be professional.

More on email and Internet etiquette: http://www.library.yale.edu/training/netiquette/index.html

E-mail Style & Etiquette - Overpunctuating

OK, even though this is obvious, it obviously needs repeating. 

Do not over punctuate in your e-mails!

For example, in reading the previous sentence, did you perceive that it was delivered with a sense of urgency?  Of course you did, because it began with the commanding phrase "do not" and it ended with an exclaimation point.

Now think, would more exclaimation points really have made that sentence any more effective?

No only are multiple exclaimation points redundant and unnecessary, they can also cause your e-mail to be blocked or sent to a junk box.  With so many possible filter triggers out there, it is not worth the redundancy to add those extra marks.

So be aware and minimize.  Less is truly more.

E-mail Style & Etiquette - Reply All

Use "Reply to All" sparingly.

This time-consuming e-mail faux-pas is easy to correct.  When a message is sent to a group and you one of the recipients, you can reply back either to the whole group or to the sender exclusively.  Right here is where I recommend spending a minute to consider how it may serve everyone better use "Reply" instead of "Reply to All."  It will spare the rest of the group the time involved in opening, reading and deleting your message. 

And if the original sender decides your reply is worth sending to the whole group, they can always "Forward" the message themselves.

Take care of your e-mail recipients and they are more likely to respond to you when you really need them!

E-Mail Style & Etiquette - Quotation Marks

Use quotation marks for quotations.  (BTW: quote is a verb.)

(Related site: Gallery of "Misused" Quotation Marks http://www.juvalamu.com/qmarks/)