I work for a small community bank here in Costa Mesa CA and recently there have been a few people using poor judgement on how they send email. First of all, I’m not much of an email person, I’d rather talk face to face or just pick up the phone. We’ve gotten so reliant on email that we’ve really been disabled to talking. I work in sales and most of sales requires talking. I’m amazed how many sales people don’t use their vocal chords to sell. There is one particular salesman who sits close to my office and I might here him say two words the whole day, “Hello” and “Goodbye”.
But this topic is about email etiquette. Why do some people think that the more people on the email, the faster their issues are resolved? I don’t know the answer to this. What I do know is that it wastes the time of a lot of people who don’t need to be involved. So today one of the managers sent out this email entitled, “TOP TEN LIST”.
- Here’s the top 10 things that we HAVE TO do when sending or receiving emails:
1. In “To” section put the 1 person (at most 2) that you want to respond to you, use “CC” for others
2. Use the “CC” line sparingly
3. Answer in complete concise sentences whenever possible (creates clarity)
4. Answer all questions on first response (if there are 3 questions don’t address just two)
5. Use proper structure & layout (Don’t use all Caps – UNLESS YOU’RE REALLY YELLING…)
6. Don’t leave out the message thread (if someone doesn’t answer you timely and you need to escalate – forward that original email that didn’t get a response – to the person you are escalating.
7. Read the email before you send it
8. Do not overuse Reply to All (that “Thanks” to everyone is nice but usually not needed)
9. Avoid long run-on sentences (we all have short attention spans)
10 If it takes more than two emails to get your point across (it happens) pick up the phone and discuss.
Gang, one of the biggest time wasters is poorly constructed emails …that either don’t ask the right questions, don’t answer the questions completely, convey something that was unintended or gets multiple people involved in the same issue at the same time. We’re all guilty of it – but as we continue to grow we all have to all get better at it.
Immediately after this email, one person thanked him for sending this email. It was “REPLIED TO ALL”.