E-Mail Etiquette for Effective Business Communication

Questions Answered

As a communication coach and consultant, I often receive questions from folks in all areas of business who want to know the best way to handle certain situations. Usually people want to know the best way to approach someone about a particular issue. The issue that draws the most interest is e-mail communication. Clearly many people we interact with don’t know the rules of etiquette for business e-mails. When someone breaks those rules, responsible business people want to know how to deal with that situation tactfully and professionally. Here are several questions I’ve recently received along with my answers:

1. A group email is sent out by a new business announcing their Grand Opening. No RSVP is indicated, but should we reply to the person with an e-mail response?

Felicia Says: Although there was no request for a response about your attendance, if it was me, I would still reply to the sender with my warm congratulations on her Grand Opening. When you reply to a group broadcast message like you received, whether it is a direct invitation to attend a ribbon-cutting or simply an announcement that the business is now open, you are taking the opportunity to communicate with that business owner in a positive way. The more chances you get to connect with someone, particularly if that person is a prospective client, you’re sending an general message that says that person matters to you. People like and appreciate being acknowledged and will remember you down the line when and if they are in need of your product or service.

2. How do you tell someone nicely that although you appreciate the thought, you do not want e-mails that contain jokes, chain letters or “inspirational thoughts” sent to your business e-mail?

Felicia Says: The abundance of SPAM messages is so overwhelming these days, it can feel like there’s no escaping it. Particularly if it is being sent by people who think they are doing good by forwarding a note promising that some large corporation will donate millions of dollars to a needy cause for as many people as the message is forwarded to. Most, if not all of these messages are hoaxes and not true. (You can do a quick Google search for internet hoaxes adding a few words of the e-mail to verify the accuracy of any message.) Even inspirational messages or e-mails with jokes can be unwanted and even annoying during the workday. Many companies have instituted business-related-e-mail-only policies; these policies are becoming commonplace. Simply reply to the sender, thanking her for thinking of you and explain that your company has such a business-related-e-mail-only policy and to please send you business-related messages to that address. If you’d rather not confront the person, you can set up a “rule” in your e-mail program to send any messages with “FW” in the subject line to a separate mailbox for you to read or delete later.

3. How can I politely indicate to members of a group that when someone sends out a group announcement, they do not have to use “Reply All” to let everyone get a message about their attendance at a meeting?

Felicia Says: Ah yes, the “reply all” issue. How many of us have our in-boxes clogged with messages saying “me too” or “count me in” when the only person who needs to know that response is the original sender? How to handle that situation or avoid it entirely depends on the group. Here are my thoughts:

• If you are part of a group that has established rules, you can send a private note to the owner or moderator of the group asking to create a rule about replying only to the sender of an invitation (or whatever).
• If the group has no established rules and you notice this issue regularly occurring, contact the group owner or moderator and ask her to post a note about replying only to the sender.
• Also, keep in mind if you are sending an invitation to a group and asking others to reply, include your e-mail address within the body of the message and ask members to reply directly to you via the e-mail link you provided. Others may pick up on your idea and begin to do the same. It’d look like this, “I’m having a breakfast meeting on Wednesday at 8AM. E-mail me at felicia@feliciaslattery.com and let me know if you can make it!”
• Finally, if you are an active member of the group and there is friendly rapport among the members, you can send a brief note to all and suggest the next time someone has an invite that everyone please reply directly to that person with their yes or no response. You aren’t the only one in the group being annoyed by too many irrelevant messages— it’s likely many will be grateful to you for suggesting it!

Overall, while seen as less formal than a printed letter sent by snail mail or fax, an e-mail still represents you and your business. You should strive to communicate your professionalism in your e-mail messages. You can still be friendly and warm, just as you would in a letter. E-mail is simply a way to be in touch quickly and conveniently – not sloppily or over-casually.

This article may be reprinted with permission.  Copyright 2007.  Felicia J. Slattery

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