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October 13, 2011 •
Email Etiquette
Between managing our Twitter accounts, Facebook pages and email inboxes, there is a lot to juggle. That doesn’t even include following up with our clients so projects go off without a hitch. In today’s digital world, how we choose to communicate on a professional level is key, and each interaction can make or break our personal and professional brand.
As we depend more and more on technology, let’s be honest: It’s easy to become sloppy with so much on our plates. Regardless, statistics show that people still value the art of a professional, well-written email. With that in mind, here are a few etiquettes that will keep your emails professional from the beginning to the end:
- Let’s Start at the Beginning. Always use a greeting such as “Hi,” “Hello” or “Greetings.” I know it sounds old-fashioned, but it’s true: Opening an email without a greeting can be seen as unprofessional and hasty. Just as we wouldn’t just barge into someone’s home unannounced, we shouldn’t just barge into another’s email without an enthusiastic “hello.”
- Sculpting the Body. Keep the body of your email to the point, clear and upbeat. Because we send so many emails, it is very easy to be curt, casual or sloppy. Slowing down ensures that we have thought about what we are sending. It’s easy to get so caught up in the routine of email that we forget about the other person. Even in today’s fast-paced technical world, statistics show that people still see misspellings and grammatical errors as sloppy and unprofessional. Be mindful of using all caps, unless you really do mean to yell. When it comes to portraying a professional front, go easy on emoticons and abbreviations such as LOL.
- Happy Endings. Just as you wouldn’t just walk away from a face-to-face conversation or simply hang up when finished talking during a telephone conversation, the same goes for email. Make sure you give each email a little closer, signing your name off with something cordial like “thank you,” “best regards” or “sincerely. “
Talking Points
Now that we’ve whipped our emails into shape, let’s look at some communication standards and a proactive way to stay in touch with clients. How often have we been in a situation where we needed to contact someone, sending email after email and phone call after phone call without any response. Is this rude? Yes. But when we are in the business of making our clients happy, we can’t exactly reprimand them. One way to counter this is to be proactive with communication and establish preferred practices upfront. This will help you and your client know exactly what to expect.
You: Before we wrap up our meeting, one thing I like to do with all of my clients is establish a system of communication. (Please visit www.stationerytrendsmag.com to download a template.)
Client: Actually, texting is best for me.
You: We’ll note that you prefer texting. However, we’ll have times when I’ll need you to proof or sign off on a proof, and email is best for that.
Client: That’s fine. I only check my email once a day.
You: Since texting is best for you, anytime we send you an email, we’ll give you a heads-up with a text. Do you foresee a problem with a 24-hour turnaround for email?
Client: That should be fine. What if something comes up and I’m not able to respond in that timeframe?
You: We totally understand that life gets busy; however, we would appreciate it if you would drop a quick email telling us that you’re not able to respond and let us know the timeframe to expect the information from you.
Client: I can do that.
You: We are so excited for your project and just want to make sure we can communicate and expedite in a timely fashion. Thank you for your willingness to help us make this process smooth and fun!
— By Mindy Lockard, trained and certified by the Protocol School of Washington. She is the founder of Mindy Lockard Gracious Living. For more from Mindy, visit her online at www.TheGraciousGirl.net, on her Facebook Gracious Girl page or on Twitter @TheGraciousGirl.
