“There are four ways, and only four ways, in which we have contact with the world.  We are evaluated and classified by these four contacts: what we do, how we look, what we say, and how we say it.”  -Dale Carnegie

The other day I was sitting at my desk replying to emails and answering phone calls when I received an email that struck me the wrong way.  The “tone” of the email sounded threatening and put me immediately on the defensive.  Filled with indignation, I asked a colleague to read the email and he too, felt that it was threatening and offensive.  So, after I vented a little bit, I wrote (I thought) a perfectly worded, scathing reply.  To be sure that it hit the mark, I even had my colleague read it.  He thought it was great and encouraged me to send it.  But thankfully, I did not.  Had I done so, I would have broken one of the golden rules of email correspondence – do not reply when you are angry.  Instead, I picked up the phone, left him a message, and asked him to call me back.  

This perceived offensive email and my near response prompted me to think about how I communicate via email.  Is my email etiquette appropriate?  Do I use this valuable tool well?  In doing so, I thought through and evaluated a few rules of thumb I use in my email correspondence.  

– When able, follow-up emails with a phone call, or better yet, in person.   Having a written record of a conversation is a great way to recall what needs to be done or to document important items, but whenever possible, follow the email up with a personal conversation.  I like to walk over to the person I sent the email to, or, if I have to, call them and ask them if they had any questions on the email.  Of course, not every email we send requires an in person follow-up.  But if I send an email out with guidelines, taskers, direction, etc., I always follow-up with a personal conversation.

– Never return an email in anger.  This is a big one!  You never can tell exactly what the tone of the writer is, and it is very easy to misconstrue what is being said.  Additionally, remember that is very easy for your recipient to misconstrue what you are trying to say.  If there is even a hint of anger, cynicism, or irritation in the email – sit on it for 24 hours or just call the person.  Many a burned bridge could have been saved by sitting on an email for a little while. 

– Courtesy. Always remain professional and kind in your emails.  DON’T USE ALL CAPS, unless you want people to think you are yelling.  Write in complete sentences and watch your language!  

– Respond Promptly.  Do your best to respond to business emails as quickly as you are able.  This is a great customer service tactic that shows you care about the other person and their needs.  By not responding promptly we seem unorganized, uncaring, arrogant, or just plain rude!  

– Beware the Cc line.  When responding to an email, be aware of who is in the CC line.  Does the email warrant a “reply all” or does it just need to go to the principle sender.  A good rule of thumb is unless there is a group of folks who would benefit from your reply, don’t hit “reply all.” 

– Careful with the BCc.  The only place for a blind CC is when you are sending out information to a large group of people who do not know each other.  In doing so, you are showing everyone that you care about their privacy.  Using BCc to “trap” another person in their reply is seriously not cool.  Don’t do it.  

– The Signature Line.  C’mon now, we’ve all seen them.  The obnoxious 8 line signature block that shows how important you are.  Avoid that.  A simple two to three-line signature block after your name and salutation that helps folks get back in touch with you is all you need.  

So. . . the guy who made me so mad with the email he sent?  Well, he called me back and we had a great conversation.  I even mentioned I was unsure of what he meant in his email, which, when he explained it, was not meant at all the way I perceived it.  Lesson re-learned.  What other techniques do you use to manage your inbox?