You might think you know what you've said, but have you? The message you write isn't necessarily the message that gets read. What you intended to say it isn't necessarily what comes across.

A simple statement can be interpreted in a number of different ways just by changing the emphasis on a particular word. Using a different tone would give it a totally different meaning. We make assumptions based on our own perspective and may not take into account what the other person may be feeling or thinking.

Basic Email etiquette.

Some simple guidelines for making the most of your email.

Use email for simple, short communication. Long emails are hard to read and more likely to be ignored.

Be clear if you are expecting a response or specific action from your email.

Don't use complex formatting which will be unreadable. Not everyone receives HTML email - some people only receive plain text messages.

DON'T SHOUT - using capitals is seen as shouting in the online world.

Be as professional in your 2D communication as you are in any area of your business, don't use inappropriate language, shortening acronyms like BTW (by the way) or emoticons.

Read through the message before you send it to make sure it makes sense and check your spelling, punctuation and grammar. Read it with fresh eyes not reading what you think you wrote.

When replying to a message - only include the relevant part of the previous message if it's useful to the flow of the communication. Don't automatically tag on all of the previous messages if they're not needed.

When sending a mailing to multiple users - use the bcc field - this way the email addresses aren't automatically viewable by others on the list or could be forwarded to third parties.

Only cc relevant people on emails. Don't blanket copy everyone unless they really need to see what you've said.

Not everyone has high-speed connections or endless space in their mail systems - keep attachments as small as possible.

NEVER forward virus warnings and chain-letters however convincing they are - check the Break The Chain website if you're not sure.

If something important needs to be communicated - don't leave it just to email. With spam filters getting more and more rigorous an important email can easily be missed or never arrive. Even if you request a 'read receipt', don't assume that just because you've hit the send button the email is going to end up in someone's Inbox.

You can't communicate feelings or humour in an email or a text. You need to know someone reasonably well to know whether a comment they've made is genuine, sarcastic or insulting. I've seen many an email or text discussion being totally misinterpreted because it's been taken out of context and without the underlying feelings being known.

Avoid using email or text for a topic or discussion where emotion is an important part of the communication or where it's likely to stir up a strong reaction. Pick up the phone or arrange for a face-to-face discussion.