Are You Practicing Good “Netiquette”?
Workplace CommunicationA reader of one of the conflict management Comfort Food posts sent the following: “A comment on the civility: I have found that as more information is conveyed via email, the exchanges get more curt and blunt. People will write things in an email that they would have difficulty saying. However, as they become accustomed to doing it in email, they begin to get worse in person. Several times, I have followed up on a rather curt email in person to make sure I did/didn’t understand what the problem was, only to find out that there really wasn’t a problem. If I had just left it at the content of the email, I would have had hard feelings toward the person. Consequently, I try to write email the same way I would talk. Some don’t like it because I am too wordy, but it seems to help. Especially if I am emailing a client, I try to write it as though it were a formal business letter. I have had comments from clients about how pleasant it is to receive an email like that.” –C. Johnson
Email “Netiquette”
The use of common courtesy when communicating online or in email is called “Netiquette”, (net etiquette) or socially acceptable behavior when navigating cyberspace. How we “speak” to others in our emails reflects who we are as individuals–our credibility, professionalism, values and work ethic. Nothing is more off-putting than someone who comes across as rude, curt, or arrogant in an email. So, how do we avoid being perceived as insensitive and unprofessional in our email correspondence? Here are a few tips:
- Don’t Yell or Scream. Did you know that typing in all caps is considered yelling or screaming online? Most people are used to reading things in lower case letters with a capital letter at the beginning of sentences or when using proper nouns. If you wish to emphasize a particular word or phrase, capital letters may be used, but do so sparingly.
- What Are You Talking About? Ever received an e-mail where the subject box was left blank? You’re not sure whether to read the email or to delete it. Most people will delete it unless they personally know the sender. Filling in the subject box with a clear and concise description of what your email message contains increases the chances of your message being read and acted upon.
- Offer A Friendly Greeting. When writing a personal message, it’s okay to begin your emails with a salutation such as “Hello” or use the person’s first name. Check with your company’s “Netiquette” department for the use of salutations when addressing business correspondence. In any case, be considerate of the person who will receive your email. Think about how you would like to be treated and then use greetings that express who you are.
- Always, Always Spell-Check. What a wonderful invention–Spell-Check! Resist the urge to push the “Send” button before you have had a chance to re-read your message at least twice and check for spelling or grammar at least once. Your goal should be to consistently produce email messages that are readable and actionable!
- End on a Good Note. Thank your reader in advance for responding to any request(s) you have made, and close your emails with an appropriate courtesy such as: Regards”, “Sincerely”, etc. You may have a special phrase you like to use that gives the reader a clue to your personality. For example, when sending emails to my “Needlepoint Buddies”, I use the phrase, “Happy Stitchin”.
- Respond Promptly. I know that most, if not all of you are extremely busy and most likely receive lots of emails on a daily basis. However, responding promptly to those emails is the courteous thing to do. Always respond as quickly as possible (within 48 hours), unless there is an emergency. If you are going to be out of town and will not be checking emails, you may choose to use an auto response message that lets your reader know when to expect a reply.
- Watch Your Language! Under no circumstances are you to use foul or crude language in your emails. There is no excuse for this type of behavior. No matter how rude or crass someone may be to you in an email, you should rise above this and respond (if appropriate) in a courteous manner without name-calling or sarcastic statements. Make your words as clear, direct and objective as possible. If you mistakenly offend someone or have misinterpreted a message, offer a sincere apology. Remember to never assume what the sender means. Instead, take it at face value.
These are just a few tips on email “Netiquette”. For additional information, contact your company’s information technology department, help desk, or browse the internet for more articles and advice.
