Caution! Email Faux Pas Can Be Costly
A LACK OF EMAIL ETIQUETTE can prove to be both embarrassing and costly, especially if it leads to the loss of a customer or prospect. Experts estimate that while 15 percent of our business success comes from our skills and knowledge, 85 percent comes from our ability to connect with other people and engender trust and respect. Considering the amount of business done over email, honing this “soft skill” can be a competitive advantage. Jeannine Nordan, senior consultant at Redwood City, Calif.-based Next Step LLC, a training and consulting services firm that facilitates growth for businesses of all stages, offers this advice:
DON’T SEND CONFIDENTIAL OR SENSITIVE INFORMATION VIA EMAIL.
Emails are public documents, despite the fact that you may send an email to someone privately. Include only those statements that you can openly support— or defend—should your message be circulated or shown to other parties. Think of emails as permanent documents, even though they may have been deleted from your in-box.
KEEP IT PROFESSIONAL.
Begin with a proper greeting and end with an appropriate closing—“Dear Tom,” “Good Morning,” or “Hello Bill,” for example, and “Sincerely,” or “Best Regards.” Be sure to include a signature block at the end of the email that includes your name, title, and information on how to contact you. Avoid the use of smiley faces, icons, and chatty acronyms as well.
AVOID LARGE ATTACHMENTS.
When you do include attachments, make sure they are clearly labeled with specific titles that reflect their content.
USE “REPLY ALL” SPARINGLY.
Don’t put the burden of reading unnecessary emails on your clients and colleagues.
USE CAUTION WHEN FORWARDING EMAILS.
Read all “threads” before pressing “send.” This can save you the embarrassment of having someone read information not intended for their eyes. Email gets your message there fast, but it should be used with care and in a way that communicates professionalism and respect for the recipient. A well-crafted email goes a long way toward polishing your image.
