Email has become the lifeline in business communication. Billions of emails are sent daily from managers to employees, from sales representatives to customers and between friends and family. It is an effective way of communication that has seen a tremendous growth in the way we communicate with each other; it is faster, cheaper and keeps records of conversations.
However, there is a danger to watch out for as you continue to utilize emails. You may be sending out the wrong message if you lack email etiquette.
Recently, I had a not so pleasing encounter, an official email was sent out, and soon after notifications of new emails kept popping up. The content of the incoming emails will shock you.
You guessed it right, they were all hitting “reply to all”. It is an awesome function when it comes to passing important information to many people at once, but needs some special rules for it to maintain its power.
Here are some tips that will help you use your emails better, especially the reply to all function, they did help us:-
For example, if the email comes from your immediate manager and copied is the Vice President, you need to reply to all. However, if it comes from your manager to all the staff members, you simply click reply. Most often, the people copied on the email do not need your response and it applies to you, you do not need their response.
Be diligent by first understanding the purpose of the email and then your right response and recipient.
For example, using the above official email sent, one of the responses was “I thought you mentioned this yesterday night, or was it just my drunk head hearing stuff?” and then the person hits “reply to all”. It was not everybody’s business whether you knew and talked about it before, but you have made it public and probably embarrassed the email sender.
Maintain professionalism in your email responses.
For example, a mass email seeking advice on a particular client account that has some serious problems reaches your inbox. What should your response be? Under no circumstances should you shoot the question back to the sender that is not being helpful. If you want more information to make an informed decision, reply to the sender only asking for it.
Replying to all with useful information saves your colleagues time of thinking about a solution that you already have, and they can make it better.
In conclusion, these four tips, considering who needs the information, wisely choosing your words, being helpful and not adding more people to the thread will help you in dealing with mass email communication. Your email etiquette reflects on your personal character, which can either build or sabotage your reputation.
This blog was written by Veronica Chimney, Vice President Human Resources for Etech Global Services. If you would like to learn more about Etech and how to develop a socially enabled call center, please contact us at firstname.lastname@example.org.