Communicating by electronic mail (e-mail) is now as universal as the telephone. E-mail has possibly made the largest impact on business and personal communication since the creation of the Pony Express. In all communication, whether it is verbal or written, we, as a society, expect people to observe certain rules of behavior. Following proper etiquette has always been important, particularly in formal settings. The same is true of online communication.



The appearance of outgoing documents has a direct impact on the recipients' perceptions of the senders' company and its products, not to mention the caliber of its personnel. E-mail is simply a document delivered via the Internet. However, it seems that many people have misunderstood the nature of business e-mail. This may be partially because sending mail electronically is so fast and easy. Potential reasons notwithstanding, the use of bad manners in cyberspace is no more acceptable than in the workplace. Success, both personally and professionally, depends on effective communication. Perhaps e-mail users could benefit from the following business e-mail etiquette guidelines.

DO:

• Use a professional sounding screen name.

• Provide a sensible personal name in parentheses after the e-mail address. For example, ducksnarow2@aol.com (Ruth Sheets).

• Include a comprehensive, specific subject line to indicate message content.

• Change the subject line if replying to a message but introducing a new topic.

• Keep messages brief and focused.

• Use correct grammar and spelling.

• Say "please" and "thank you."

• Exercise discretion in the use of colored fonts and backgrounds.

• Use plain text rather than HTML or Rich text formatting.

• Use BCC (Blind Carbon Copy) when addressing a message that will go to a large group of people who don't necessarily know each other. It is impolite to give out an e-mail address without permission. The BCC function allows many recipients to receive mail without disclosing each recipient's e-mail address.

• Use "receipt requested" sparingly so as to avoid conveying a message of distrust.

• Limit file attachment size. Be mindful of any restrictions the recipient might have with regard to e-mail size or the time required to download the file.

• Scan all files for viruses before sending them.

• Use the automated quote when replying, but always edit it by only including enough of the original message to provide a context.

• Remove the '>' before each line when replying to a message.

• Include a short identifying signature with contact information at the end of the message.

DO NOT:

• Use "Urgent" or "Priority" unless it really is.

• TYPE MESSAGES IN ALL-UPPERCASE. It is the equivalent of shouting and is it extremely difficult to read.

• Use fancy formatting (bold, italic, etc.) unless the recipient's mail program can display such messages.

• Use emoticons-small icons composed of punctuation characters that indicate how a message should be interpreted. For example, :) or smile. If it is difficult to

convey intent without the potential for misunderstanding, perhaps the message should not be delivered via e-mail.

• Forward 'alerts', stories, sermons, poems, chain letters, jokes, or news releases to recipients without the recipients' expressed wish to receive them.

• Send spam-unsolicited advertisements.

• CC (Carbon Copy) a message to everyone in the company unless it is warranted.

• Divulge personal or confidential information that could be made public. Remember that e-mail is neither confidential nor necessarily secure. Mail sent via a company network may be considered company property.

• Send public "flames"-nasty, insulting, or angry messages.

• Send an attached file unless the recipient is expecting it and has the software required to open it.

• Reply to everyone to whom the e-mail has been sent, unless it is necessary.

• Send a reply unless a reply is warranted.