Effective email
Why do I need to know about writing email?
Most professionals get many emails every day and if the subject does not grab them they will not open the email. Still then often recipients still only read partway through a long message, hit "reply" as soon as they have something to contribute, and don’t keep reading. This is part of human nature.
Basic rules to a good email
- Make sure the subject line sums up what the email is about (e.g. "Today's meeting of the training committee: Agenda", not "Hello")
- One topic for each email - get to the point and stick to the point
- Maximum one paragraph or five bullet points
- Write as you speak (use plain English) but don't write as you chat (avoid slang etc.)
- Assume nothing is private - email is like sending a postcard, not a private letter
- Don't use HTML or RTF formatting unless you are sure your recipient's email program can read it; never send formatted emails to mailing lists. Remember: what you see is not necessarily what they get.
- Don't send Word attachments - either include the text in the body of the email or send the attachment in a non-proprietary format such as PDF or HTML; even better, save the file onto a shared drive or web space and send them the URL (web address).
- Don't write sarcastic, abrupt or rude emails - it can be very hurtful
- Don't send your email to more recipients than is necessary.
More information
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Expand All
Collapse AllWriting an email
Purpose of the email
Before you start, consider the purpose of the email, and whether the recipient will be interested. You need to make sure that your email expresses your purpose clearly. Are you:
- Sharing information?
- Trying to persuade people or change opinions?
- Asking someone to do something?
- Giving written confirmation of verbal agreements?
What is the purpose of your message?
An email can be anything from an informal one-liner to a formal letter. However, because of the nature of email, it is best to consider the purpose of your message before writing. Email is not always the best or most effective communications medium to use.
Be careful what you write
Email is neither private nor secure. Do not use email to discuss confidential or sensitive information. An email is a permanent record and can be easily forwarded to others or intercepted. Double check all addresses and content before you send.
When not to write email
The most effective form of communication is face-to-face, followed by telephoning, formal writing, email, texting (not used in business yet), and and voice-mail. Face-to-face communication is more intereactive, and you get rich feedback, both verbal and non-verbal. However, some people prefer emails to face-to-face communication if you are going to give a detailed set of instructions.
Keep it short and to the point
It is best to limit yourself to five or six bullet points or a couple of paragraphs. Try to have only one topic or action point per email.
Sending an Email
Don't send your email to people who don't need to know about it
- Think carefully before clicking "Reply to all" - did you really mean to reply to everyone, or just the sender?
- Use the CC and BCC fields where appropriate - know the difference between them.
Style of communication
Email can range from the formal to the informal. It is a good idea to signal whether or not the email is formal by the type of language you use. Formal emails should begin "Dear [recipient's name]" and end with "Regards" or similar. Don't use an informal style unless you know the person very well.
Subject line
Always include a subject line in your message. Almost all email software presents you with the subject line when you browse your inbox, so it is often the only clue people will get as to what the email is about. Make sure the subject line is meaningful and descriptive (e.g. "Today's meeting of the training committee - an agenda", not "Hello"). The subject line is the single most important part of an email message - make sure you use it well.
Appropriate quoting in replies
Only quote the portions of an email that are relevant to your reply. Most email programs automatically quote the entire body of messages you are replying to when it's not necessary (some are better and will only quote a highlighted portion). Take the time to edit this and only quote the minimum necessary to provide context for your reply. In Thunderbird their email will appear above yours; this allows you to reply to them effectively.
Formats
If you want to communicate, it is useful to use the same language. The language of email is plain text and there are valid reasons for this. There are many different mail programs (Thunderbird, Pine, Outlook etc) running on a number of different platforms such Apple Macs, PCs, or Linux/Unix computers. Messages do not necessarily translate well between different programs or platforms if you are not using plain text. Remember that what you create in your compose window is not necessarily what the recipient sees - they may not have colour or font-style formatting in their email program, for example. If you must compose an email in RTF or HTML, provide a plain-text alternative .
Receiving emails
Be wary of Junk email
Email forgery is very simple to do. Apply common sense and reality checks before assuming any message is valid - even if you think you know who it came from. Never open an attachment unless you know what it is and you are expecting it. Even then it is wise to be cautious as many email viruses try to encourage you to open them. Always have up-to-date virus checking software on your computer.
Familiarise yourself with the email software you are using. Check which email software Computing Services recommends and supports.
Bouncing and forwarding
- Bouncing is when you have no intention of modifying the content of message - the complete and original information is passed on elsewhere.
- Forwarding is to pass on an email which is annotated or edited.
- Forward if you have something to add or change, bounce if not, or if the message has been send to you in error.
- Never forward virus hoaxes, chain letters, petitions or schemes. Never reply to spam or junk mail.
Attachments
Don't attach files unnecessarily. Are you absolutely sure your recipient can read the attached format you are about to send them? Are they expecting the attachment from you? They may delete it unread if not. Even if you know your recipient can read the multi-megabyte attachment you are about to send them, are you sure they are not picking their email up over a slow dial-up link or on a wireless device this time. Attachments take longer to download than plain text emails. For security reasons many receiving email systems can block or return attachments, or they may have to check the attachment for known viruses.
Compatibility issues also apply as much to attachments as to messages. In general, the larger and more diverse the list of recipients, the more care you need to take with the format of any data that is sent. Never send attachments to email lists or to large groups of people. The sheer volume entailed in many copies of a large attachment can overwhelm mail systems and for security reasons may even be deleted by the list software.
Instead of sending an attachment, consider putting the text you wish to send in the body of your email or send a URI (web address) or some other reference instead. If you really do need to send an attachment, make sure that the recipient of your email can open the attachment you send. It is best not to use proprietary formats such as MS Word, PowerPoint, etc unless you are collaborating on a document and all parties have agreed on the format to use. (Note - MS Word is not a document exchange format). Use HTML or PDF for document exchange instead. Computing Services provides a PDF conversion tool for this purpose.
Signatures
A signature is a short piece of text added to the foot your emails usually containing contact details about yourself. Keep your signature short (4 to 6 lines) and to the point. Separate it from the body of your email using two dashes and a space (i.e. -- ). Good email software (e.g. Thunderbird) can be set to automatically do this for you.
There is much debate regarding the format of email signatures but there is only one rule to follow. It should be plain text only, not RTF, not HTML and certainly no graphics or images. It should include your name, your position and affiliation within the University and possibly an address and phone number.
Some people add famous or humorous quotes to their signatures. This can be acceptable and add character if done properly. It is probably best to avoid religious or political statements or anything people may take offence at, especially in your formal signature.
Courtesy and politeness
Responding to heated email should be done cautiously if at all; waiting till the next day is often wise. Flaming (sending strongly emotional email) is rarely appropriate and is unlikely ever to encourage a positive response.
- Don't write in CAPITALS as it is considered to be SHOUTING.
- Avoid sarcastic comments, as these can be taken out of context and be very hurtful.
- Use emoticons or smilies sparingly (if at all), more than a couple in a message look tacky. They are never totally appropriate or professional in email communication.
- Do not circulate emails which are critical of someone's conduct to people who do not need to know - this is bullying.
- If you are angry about the email you are replying to, give yourself time to cool off before sending. Read through the draft several times. Follow the rules outlined above for composing email.
- Email etiquette
Managinging your email
Organising your email
We all feel overwhelmed sometimes by the sheer volume of email received. Much of it is unnecessary; some of it is spam. This document will offer some techniques for dealing with emails you have received, and writing emails that your recipients will want to read.
Don't let the emails pile up in your inbox - this will just make you feel overwhelmed. There are three sensible actions for dealing with email you have received:
- File it in a topic or project folder to read later
- Carry out the actions requested by the sender (and then either filing it or deleting it)
- Delete it
You can also set up filters and sieve rules for incoming mail; this is useful for organising mail from mailing lists and deleting spam straight away.
Use of read receipts, high priority and URGENT
Don't request a read-receipt - this will almost always annoy your recipient before they have even read your message. Also, the recipient's email software may not be able to deal with this feature.
Don't mark emails high priority or urgent, as people may have many such emails to deal with. Similarly don't use the words URGENT or IMPORTANT in the subject line of an email. If your message really is urgent or important email is not the correct communication method to be using in the first place; the telephone is probably better.