The following guidelines are to help employees write professional emails and protect companies against liability. Adapt to suit your company needs and make sure you also have in place a company email and internet policy. This is crucial.
- be concise and to the point – long emails can be discouraging to read
- answer all questions and pre-empt further questions – customers appreciate this
- use proper spelling, grammar and punctuation – use spell-check if necessary.
- make it personal, using names wherever possible
- use standardised messages where appropriate
- answer swiftly – if your response is going to take some time, email a brief reply to say so
- do not attach unnecessary files
- keep paragraphs and sentences short and simple
- do not overuse the high priority option
- do not write in capitals – it is very annoying!
- include the original mail in your reply
- add disclaimer to protect from liability
- read the email for sense, grammar and spelling before sending
- only use “Reply to All” if absolutely necessary
- do not forward virus hoaxes or chain letters – delete as received
- do not request delivery and read receipts
- do not copy a message or attachment without permission
- do not send or forward emails containing libellous, defamatory, offensive, racist or sexist remarks
- keep language gender neutral
- do not reply to spam
- use the cc: field sparingly
Consider also any other guidelines that may help your company. For example if your business needs to answer emails hourly, make sure all employees know that. Before you hand out the guidelines, make sure you have your internet and email policy in place, and it has been signed by all workers.
