Saturday, October 13th, 2007

Good Industry Email Etiquettes and Practices

I am a self confessed EMAIL addict. Almost every time I have access to any PCs, I immediately log onto my web-based mails. And when I am using my IBM x41 at work, I frequently check my Outlook to make sure I do not miss out any mails. The first thing I do when I wake up, is not brushing my teeth - no prize for guessing correctly; is checking that darn mailbox(es). The anxiety and obsession associated when I do not check my mailboxes for 1 week include facing 100 unread mails, in which one of clients asked when that IT project finally is getting delivered, an announcement from the Professor, or a notification from Facebook.

Kind to think of it, there is no need to be panicking around even if I do not check my email regularly - it is just a natural habit, akin to not carrying your cell phone for 1 day. My life has become so intertwined with emails (& technology), and Im sure that is so with bulk of you too. The emails that you send out invariantly define and shape you, and so does the email that you do NOT send out when others anticipate your response. Clear, effective communications between parties too, has a prestigious place in modern emails. In this post, I will share some important email etiquettes and practices ensuring rightly that EMAIL, possiby one of the best inventions after Internet ever, does not screw your life.

1) Reply when expected.

This is a silly point to even bring up, but many people suffer from this basic dysfunction. When a simple email for availability for a meeting goes ignored by some, it frustrates the sender into doing extra work like calling them up. Even if you are unsure, the general expectations is to at least let everyone knows that you are NOT too sure, and you will inform earliest time possible (of course, this depends on whether you are able to find out promptly and if the email is urgent).

This is simple courtesy and manners. There is no rule of thumb when you should reply. You simply have to use your best judgment for different situations.

2) Let others know you arent checking that mailbox!

Again, this is common sense. If you are not going (or a chance where you are not going to exist) to visit your emails in 3 or more days, (a long time in the modern email standards for professionals!), it will do you good to inform your peers! For a start, an auto responder (e.g. out of office wizard) like what you see when you sent an email to complain to your favorite manufacturer, is appropriate explaining where you are, what you are doing, when you will back, and a disclaimer that you will try to reply where possible as soon as possible is the bare minimum.

Note however, this is insufficient in certain cases. If you expect someone to write to you anytime soon, or there is a party whom you have been liaising with for some time, remember to inform them before you go kaput, so they do not get a surprise door gift when they write to you expecting you to be around. It reeks of irresponsibility, especially when that party is a client of your company whom has been having some problems with a product you sold but urgently needs attention. Handover the case to a colleague, and inform your client about it if you are not going to be around for a week. That client would appreciate your thoughtfulness and considerate attitude.

3) Check, Double Confirm and Verify your To-List! ( i.e. check, check & check)

Reply-to-all appears to be a deadly invention. Many times, I have received emails that are supposed to be addressed to just one subject, but I end up getting it because the victim mistook Reply to All for Reply. Other times, fingers have lightning speed reflexes and hits Alt-S before the brain reacts. How deadly is this oversight when a Reply-to-All gets executed disastrously?

Remember not to tell Jason about …….
That client was a joker! LOL
Nice email. Now… when are we going to get that dinner sweetie?

Till today, I do not know of an email client or any technology at least in Outlook that prompts you to double check if you are going to send that email. Some ideas that emulate this though includes a Spell Check function that forces you to confirm sending the email or deferring sending all your email by 1 minute (allowing you to cancel sending if you have a bad feeling; silly but effective!).

Otherwise, it is good to cultivate a habit of making sure the email should reach the right people. On a side note, in the past, I often forget to attach attachments though I have not made the above mistakes before. It would too, reflects negatively, especially on my carelessness, and I have since decided to cultivate a habit to check my email contents too.

4) Is your content understood by your mum?

The above statement is an exaggeration, but it is crucial to be clear and explicit in your email nonetheless. And where possible, reply to all points in an email addressed to you. Imagine a chain of emails like the following about a web project

A (project manager): The interface .. something wrong. Cannot click somehow. The buttons on the top too.
B (designer): Interface? And buttons on the top too? Which page? All the time?
C (designer): Arent buttons part of the interface?
A (project manager) : I mean, there is something wrong with the interface. The buttons at the top. They cannot be clicked even after I tried clicking on it 10 times later.
B (designer): And what page is that at? Did you experience it all the time?
A (project manager): It is at the front page. Yes it happens all the time I tried for 10 times!
B (designer): I mean, even after you log in? or before you do?
C (designer): … lets just meet up.

The number of emails exchanged would have been reduced by half had the project manager been clearer and answered every question. The designer, B, too was guilty too but it is possible he was frustrated by the vague content provided by the project manager earlier too. Now, poor C has been copied in all these emails and has stepped in appropriately to stop the rot.

One final point: please do cache your emails on a personal folder where possible, if your mailbox has a defined amount of space. You will never know when you need to refer to these old forgotten emails!