Email Etiquette Does Not Exist

Dear Saidie,
Do you have any tips for e-mail etiquette? Is there such a thing?
Signed,
Caught in the Web

Dear Caught,
Yes, certainly, e-mail etiquette exists. Although Saidie fears we have been making it up as we go along rather than applying some time-tested guidelines for paper-based messaging that e-mail was meant to replace. The e-mail format gets the basics right — a recipient and sender, date and subject, even cc: or “carbon copy,” a dinosaur from the days before photocopying machines. Because e-mail has allowed us to eliminate envelopes, stamps and a trip to the mail basket, along with phone calls and personal interaction, we’ve churned out more words than ever. It has allowed us to produce more, while conversely expecting instant answers on matters for which we used to allow days.

This need for speed has caused us to produce messages more quickly. Though, unfortunately, more quickly than we should. How many emails have you read that contained typing or spelling errors, unclear information or a ridiculous trail of ‘correspondence’ as it is sent back and forth, forwarded hither and yon, to this one and that one?

Three principles guide e-mail: Be Clear, be concise, communicate. Let’s start at the top. Subject Line: Be Specific The subject line is your opportunity to sell your message. Think of it as a headline. And for heaven’s sake, don’t leave the line blank. Specifics help the recipient remember your note and find it later.
Examples: YWCA Gala set March 27, Benefits International Programs Dept. meeting scheduled Thursday
Marketing Budget: We need to meet by 3/1

Salutation and body: Be Brief, Use a Style
We don’t do it, but we should. Think of the old-fashioned thank-you note.
Date
Dear Sally (or Sally): Information or request – no more than 200 words. If it’s longer, write a memo and attach it. Thank you, Jane Jane’s Title Jane’s Company Jane’s Phone, Fax and E-mail address

Replies: Be Clear
When replying, help your reader remember the topic by repeating back briefly their request or question. “I will be happy to pick you up for the AWC meeting on March 12. I’ll come by at 11:15.” Or: “In reference to your question about rat killing, I suggest calling Charles at 555.5555.”

Forwards: Be Helpful
Explain, briefly, why you are forwarding the message. “Joe: Mr. Jones from accounting has questions about last year’s design budget, including expenditures on erasers, pencils and Post-It notes. The details are below. Can you answer?”

Smilies and Abbreviations: Be Gone
:) may be cute for text messaging; even among friends at the office, but avoid for business. Same for abbr. — Unless it is a generally known, such as FYI, ASAP or perhaps BTW. Generational differences may apply in understanding them. Think LOL vs. S.O.P.
Finally, please, please, proof your work.
Electronically yours,
Saidie