Email Etiquette

Considerations for the Most Effective and Most Courteous Use of Email

Everyone is suffering from e-mail overload. In consideration of your colleagues, and in support of the best use of your time, consider these points each time you create an email or copy someone on an email.

  1. Can this information be better communicated with faster results through a phone call?
  2. Can this information be held for discussion at an upcoming meeting?
  3. Can this information be included in a broader status report?
  4. How many people really want or need to know about this information?
  5. How many people really need to be copied on this email? For instance, consider emails copied to senior leadership: Are they concerned with seeing the step-by-step process (multiple emails) or are they only concerned with outcomes (final summary email or report)?
  6. If your email is part of a long series, consider restating the issue briefly as a recap so readers do not have to start at the beginning to follow along.
  7. Communicate your needs:
    • If you are questioning whether or not to copy your boss or colleague on a certain topic, ASK!
    • If you are receiving emails from staff or colleagues regarding a certain topic, TELL them how you prefer to stay in the loop. Be clear on what type of information you're looking for.

If the email must be created, consider these tips on email structure for creating the most concise and meaningful emails for others to have the pleasure of reading.

  1. Use the subject line effectively. Examples: "Action Required by 5/1," "Meeting Scheduled 4/1/05," "Response required by 3/31/05." Never leave the subject line blank.
  2. Respond to all emails requiring your response within 24-48 hours, even if it's just to say that you'll give a full email response with more details by a designated date. Then be sure to follow up as promised by the projected date or credibility is at stake. Not all emails must be solved or answered immediately, only acknowledged and followed up.
  3. Define a common vocabulary. Use agreed upon terms which define urgency, meaning, etc.
  4. Reread everything for tone before you send.
  5. For emails requiring action, too often the email is structured with an introduction, then the request or purpose in the second paragraph and then the recap in the third. Consider moving the request or purpose to the first paragraph: "This email is a request for response by 3/31/05 in regards to…" That way your reader knows right away the intent of the email. Then recap in the second paragraph: "As you recall, we discussed this in our meeting on 3/4/05 and…" so if the reader wishes for a recap they can read on, but they aren't forced to wade through it in the first paragraph. Then wrap up the email with one final sentence prior to signing off: "If you have questions or wish to discuss further, please don't hesitate to contact me…" Always use your best judgment when regarding the nature, purpose and audience of the email.

Material compiled by Focus Consulting, LLC. Some material adapted from "Organized for Success" by Stephanie Winston.