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BUSINESS NETIQUETTE

The basic rule of etiquette - in any circumstance - is to have and to show consideration for the other party. Communicating by e-mail is no different from writing on your company letterhead, just because e-mail tends to be more immediate and personable, it doesn't need to get personal.

ORIGINATING E~MAIL

When originating e-mail, say where you obtained the e-mail address of the person to whom you are writing or mention the web page name or URL, if you e-mailed off a web page. Many business people have more than one page on the internet and knowing from where or why you are contacting them is helpful. It might even get you a more meaningful reply.

Always put something in the Subject Box. Messages that arrive with no indication of source and no Subject are very likely to be treated as 'junk mail'.

Do not send attachments with your e-mail unless and until your correspondent has indicated that they will accept it. Ask first!

E-MAILHEADS & SIGNATURES

Create an e-mail letterhead for formal proposals, contracts, offers and the like. But, use it sparingly and only when appropriate. Recipients may balk at the wasted linage, unless there is a clear purpose. Keep it short - 3 lines are enough.

Proper use would be whenever it is necessary to make it clear that the message is from your company, rather than from yourself, such as an offer to purchase.

Create a signature for consistency and keep it short and concise. Include your e-mail address in case the signature gets separated from the header. Don't duplicate in your signature any material you have in your e-mail head.

CAPITALIZING & OTHER ODD THINGS

Business communication requires proper use of written language, grammar and punctuation. Some offices permit, even encourage, all lower-case for internal memos. But, this is rude and slovenly when used for business communications. Would you write a business letter on company letterhead using all lower-case?

Specifics:

  1. internet - is a generic term, not a proper noun. Use lower-case and capitalize only at the beginning of a sentence. (Many journalists are capitalizing Internet which, by today's rules is incorrect. However, English is a living language with custom a major factor, in time, it may be correct to capitalize Internet).
  2. intranet - is a common noun. Capitalize at the beginning of a sentence and when the word has been particularized - as in IBM Intranet as opposed to IBM's intranet.
  3. World Wide Web - should be capitalized as should the initials WWW.
  4. e-mail - the 'e' is always lower-case. At the beginning of a sentence, the 'M' is capitalized, as in e-Mail and should always be hyphenated.
  5. on-line - should always be hyphenated. However, 'online' is commonly used in trade names (America Online), in which case it should be written as the trade name dictates.

FIRST NAMES & TITLES

If your correspondent uses your first name, then by all means use theirs. But, should you be the first to do so? Many people do not want such immediate informality in a business situation, especially in the international arena. Business people in many countries find the friendly nature of Americans, for example, somewhat over-bearing a first.

Options:

  1. keep them as short as possible, followed by "e-Mail for details". People who want details will reply, those that don't, won't.
  2. Use proper bulk e-mail software that suppresses the list of names; or put the list of e-mail addresses in 'Bcc' (blind copies) to protect the privacy of your audience. 'Cc' lets all recipients see the full list of addresses. Apart from the privacy angle, it's frustrating to receive a one line message preceded by 5 pages of e-mail addresses.
  3. Put your own e-mail address at the top of the list, as a quality check, so you can see what everyone else is receiving.
  4. End with your full name and a short, one-line signature.

If you receive unsolicited e-mail you can either reply or not. A simple 'No thank you' is fine if you feel you must respond. If the message is clearly to you, specifically and you feel a reply is required, a long drawn-out explanation is unnecessary. All your correspondent wants to know is 'yes' or 'no' - a response for example could be "Thank you for giving us the opportunity, but conditions are that we cannot, at this time". This leaves it open for you in the future, if you change your mind. Times change, conditions change and you may be glad of that contact one day.

With all e-mail just remember the Golden Rule: show consideration for the other party. If you stop and think how the other person is likely to receive your communication, you will go a long way towards preventing misunderstanding and not cause offence. The Simple Test is: "How would I feel in these circumstances, if I received this message?"