Email may seem to be an informal mode of communication. But in business, all communication should be carefully considered.
“Whatever you do — even electronically — is a reflection of your own professionalism but that of your company,” says Linda Allan, a Toronto-based certified management consultant specializing in behaviours in business.
Maintaining a formal and business-like email routine will help you maintain a professional image, she adds.
> What’s it about?
A clear and relevant subject line can make your message professional before it’s even opened, Allan says.
Change the subject heading if the conversation starts to veer into other topics. “Otherwise you may have 25 or 30 emails all with the same subject,” she says. If you have to refer to one of those messages later, you could waste time trying to find it.
> Greetings
Start out on the right foot with a formal and respectful greeting, Allan says. Never start out with a casual “Hey.” Instead, use ‘Hello,’ ‘Good Morning,’ or ‘Dear —.’
As well, avoid simply starting with the person’s name — or dropping the greeting completely. “You still need a salutation,” Allan says. “If you meet someone on the street you just don’t go into a conversation. You say ‘Hello, how are you?'”
> Remember: the recipient can’t see you
An email can be misunderstood easily, so a formal tone is important in maintaining a professional image. Avoid using short forms and incomplete sentences, says Allan.
Do not include humour or sarcasm that your client could misinterpret.
“People cannot pick up on body language, facial expressions or tone in an email,” warns Sandra Bekhor, president of Bekhor Management in Toronto. So, something that was intended as sarcastic or funny could leave the reader offended and upset.
> Give it structure
To keep things professional, think of the email as a formal business letter.
“Forget that it’s an email,” Bekhor says. “Picture your message on letterhead.”
Also, use bullets or sub-headings if necessary to make your message easy to scan, so the recipient knows immediately the reason for the message.
As well, be clear about the follow-up you expect from the reader, Bekhor adds.
> Signing off
Have a clear and comprehensive sign-off to end the email properly. Always include your contact information. “Even if they know your phone number it should always be there in an auto-signature,” says Bekhor.
> Email isn’t for everything
Email may be convenient but it’s not always the most appropriate form of communication. “Be very, very careful,” says Allan. “If the message is sensitive or confidential, then do not put it in an email.”
Email does not replace a real conversation, Bekhor says: “Know when to pick up the phone.”
IE