Caution! Email Faux Pas Can Be Costly

Let’s say you’ve just sent the invitation for a big upcoming company event to key clients and prospects when you suddenly realize that their addresses were accidentally added to the 'cc' instead of the 'bcc' window, the blind copy option. You just broadcast the contact information of about 40 very busy people and some of them will be sure to let you know how they feel about it.

It's one of those heart-stopping moments we all have all experienced. With the quantity and speed of email today it is very easy to commit ”email faux pas.”

Bad Etiquette Affects the Bottom Line

The lack of good email etiquette can prove to be not only embarrassing but also costly, if it leads to the loss of a customer or prospect. Experts estimate that while 15% of our business success comes from our skills and knowledge, the majority of it, 85%, comes from our ability to connect with other people and engender trust and respect. Considering the amount of business done over email, honing this “soft skill” can become a competitive advantage.

Avoiding and Overcoming Email Faux Pas

Confusion and inefficiency can be avoided if you keep the following checklist handy.

• Do not send confidential information via email. Emails are public documents, despite the fact that you may send an email to someone privately. Include only those statements that you can openly support – or defend - should your message be circulated or shown to other parties. Think of emails as permanent documents, even though they may have been deleted from your in-box.


• Do not write in all caps. In the email world this is known as “shouting”. Watch the tone of your writing. Read it over – even out loud - before sending it. If you have written an email in anger,, take time to cool down. Save it to send later….or not at all.


• Keep it professional. Avoid use of smiley faces, cute little icons and chatty acronyms often used in instant messaging in business e-mails. They don’t create a professional impression. That also goes for jokes. Save those to send them from your home computer, rather than to share them with customers or colleagues.


• Avoid large attachments. Make them available on on-line services. When you do include attachments, make sure they are clearly labeled with specific titles that reflect the content.


• Use "reply all" sparingly. Don't put the burden of reading unnecessary emails on your clients and colleagues.


• Use caution when forwarding emails to others. Make sure you have read all "threads" (previous emails) before pressing "send". This can save the embarrassment of having someone read something that was not intended for their eyes.


• Ask yourself if email is the most appropriate medium for the communication. Although email is a quick and easy tool, it isn't appropriate for all situations. Find another method of communication for sensitive issues, confidential information, employee/client issues or subjects that may possibly cause conflict. Face-to-face communications are often the most effective way to communicate.


• Begin with a proper greeting. End with an appropriate closing. Use the same courtesy you would in a business letter. Begin with a proper salutation. (i.e., "Dear Tom, "Good Morning" or "Hello Bill."). Close with "Sincerely," "Sincerely yours," "All the Best" or "Best Regards." Be sure to include a signature block at the end of the email that includes your name, title, and information on how to contact you.


• Identify why you’re sending the e-mail and what action you want the recipient to take. Spell it out up front so there is no room for confusion.


• Edit, proof and improve before sending! Don't be in such a hurry that it affects your professionalism. Take a second before hitting the send key to ensure that you are saying is exactly what you intend.


• You can recover from an email blunder – usually. This is best done in person. When this is not possible, a phone call or email is helpful for mending the relationship. Most importantly, always take the time to read the entire email before hitting the "send" key.

Email can get your message there fast, but it must be used with care and in a manner that communicates professionalism and respect for your readers. Increase your awareness and practice of email etiquette, and you will project a more professional image.

© 2007 Next Step. All rights reserved.

Author Bio

Jennifer Vessels is CEO of Next Step, the go-to consulting partner to take companies to their next step of growth. Jennifer leads a broad team of highly specialized professionals who maximize results for companies that are launching-to-market, globalizing or diversifying their business and sustaining long-term profitability. For more information contact Jennifer at (650) 361-1902 or jvessels@nextstepgrowth.com.