Corporate Etiquette 101: Company Email

Written By: Darren Bocksnick ©2009

Email is such an integrated part of our personal lives and business routine that we seldom consider if there is in fact, a correct or incorrect way to structure it. We need only to observe the headlines to know that email is of such importance that, if not used properly it can cost someone their employment status and in worst case scenarios- individuals can be sued over the content of their emails.

We are living in a time when everything you say, insinuate, gesture or depict in an email can, and most likely will at some point be used against you or I in a court of law. To that end, it is indeed a subject worthy of our consideration, especially for those working in a corporate setting.

Here are a few helpful guidelines that can help you in keeping your emails without reproach and free from the risk of backlash. Above all, just keeping your workplace communication on a business level, is always the “safe zone” that you can feel comfortable and confident abiding by.

I) Keep it Professional: As much as lies within you, keep your email devoid of personal feelings, emotions and bias. I realize that to do so, would make for a pretty bland read. We must remember however that company email is NOT our personal email, it is the company’s. Therefore, when using company email, communicate as though you were the voice of the company.

The best way to structure company email is just state the facts and use tact in your delivery. Do your utmost to avoid using “all caps” as in all capital letters. This is widely interpreted in most situations to mean “yelling” at the person reading your email.

Use your better judgment and ask yourself how you would feel if you were on the receiving end of one of your emails. There are times when I’ve been so riled over someone’s email that right away I started plotting my rebuttal. The best thing to do when you are upset over the content or “tone” of a co-worker’s email is to get up, stretch, go for a walk or get a drink of water. Never send an email or reply to an email in a state of anger or while in “fight mode”. The consequences you will undergo in the end far outweigh the immediate satisfaction you’ll receive by initially sending it.

Still, perhaps a better choice is, let it set before replying and in turn, you’ll “simmer” down as a result. Then, carefully construct your email or reply as best that you can. Once the initial “mood” has passed, have a trusted co-worker or manager review your email before it’s been sent to make sure there’s no chance of it backfiring on you. Often, a second set of eyes will set the record straight and help you “see” it from another person’s perspective. They will alert you if your email can be misconstrued, misread or otherwise, used against you.

Of all the guidelines, the simple strategy of keeping your emails professional is the key to all the others. If you master this single rule, you will likewise, have learned the true definition of corporate etiquette.

II) Keep it Positive: You cannot control the amount of negativity that presents itself or comes your way during the course of a work day. However, you can control and change the kind of effect it has on yourself and your day. Settle it in your minds that negative people work where you work and that it’s only a matter of time before they endeavor to “pull” you in (whether intentional or inadvertently) to their sour worldview regarding work.

Now, in regards to personal involvement with these kinds of individuals; it’s better to distance yourself from them. In terms of email, however; it’s better to turn their negative into your positive. This simply means that the way you reply or construct your emails when addressing such individuals is to keep your dialogue upbeat and in a positive light. If they ask how you’re doing, respond with an “I’m doing great, thanks for asking. I trust all things are fine on your end. What can I help you with?” Or, you may immediately address the inquiry. This tends to set the tone or correct the course of the email. Typically, they will keep their responses following along the same lines and will seldom deter from the positive path your simple upbeat reply set them on!

If you allow yourself to be vulnerable, you will be presented with a multitude of opportunities to get pulled into all the negativity that typically runs rampant in many work environments. However, he or she that has truly mastered corporate etiquette can use the negativity as a platform for promoting a positive, energy-charged environment in the work place!

III) Keep it Productive: While it is a given that to respond to certain email inquiries or requests, some initial research must be done to acquire the information in question. As a result, these kinds of emails tend to take up more time. Yet, it’s an entirely different scenario to spend an over-abundance of time on a request simply to outdo or overshadow the sender. This is non-productive and a waste of company resources and personal time.

Then, there are scenarios such as what I was personally confronted with- over one hundred work-related emails a day, each with a request and each requiring my time to issue the appropriate response. How does one successfully “manage” this influx of requests, while still maintaining client relations, and month-end objectives?

The only way to successfully and strategically control the overflow of requests is to firstly, prioritize your email requests based on:

1) Who sent the email? If it’s from your manager or another person in authority, drop what you’re doing and answer it expeditiously and efficiently.

2) What’s the time frame for the request? Does it have to be done this instant? In the grander scheme of things, where does this particular request fit into the puzzle? If, after careful consideration you deem the email request can “wait” while you tend to other more pressing requests, then do it! The beauty of this practice is, as the saying goes: “out of sight, out of mind”. What this means is, you don’t have to spend all day worrying about getting it done since you’ve already pre-determined where that particular request fits into your day based on the priority “tag” you’ve previously issued for it.

3) Is the email a legitimate request? Not all email requests are legitimate nor do they require you to really do anything at all other than tactfully place the “onus” back on either the sender, or another party. Sometimes, so-called requests are nothing more than one individual’s attempt to make another individual do their work for them. Don’t allow yourself to be caught up in this “common” reality of corporate life. If the request is something this individual either has within their power, authority and capability to handle or just require a little training “nudge” as in for example replying to the sender with this rebuttal: “this is how you do this particular item. Now that you know how to do it, you can handle this request going forward.”, then you will have successfully accomplished putting the responsibility back on the sender’s shoulders for him/her to handle.

Furthermore, know your own limits. If you are getting buried in the day’s worth of work and more requests continue to heap upon your shoulders, explain the situation to your manager to see if he/she can either assist you or allocate someone who can. Learning the art of prioritizing and being productive is another aspect of corporate etiquette often overlooked, but equally important.

IV: Keep it Practical: There’s nothing worse than reading an email that lacks clarity of thought, leaves questions unanswered and is so laden with techno jargon and useless babble that no one can make sense of it. Avoid using “superior” sounding words that tend to be condescending in nature. The misconception these “ten dollar” words will somehow elevate you in the reader’s eyes is proven false by the fact that the opposite actually occurs. People will isolate themselves from he/she that portrays the “better than thou” vibe.

Rather, keep your email concise, to the point, well-structured and with simple, clarity of thought. This will take you further in the eyes of the reader than the superior, better than thou approach, ever could. In doing so, this will also help solidify your standings in the Corporate Etiquette classroom, room # 101.

V: Keep it “Proofed”: Perhaps the most lethal “killer’ of an otherwise, well constructed email is bad grammar. Many people downplay the importance of grammar, yet more and more grammar will make or break your email.

The rule of the day when dealing with resumes is this: Hiring managers reviewing resumes from job seekers will discard a resume if it has a single grammar mistake. Perhaps this same mindset could be adopted for company email. Emails with grammar and spelling mistakes are a sure way to get “branded” within the work place and unfortunately, it’s not a positive branding but a negative one.

Therefore, most, if not all company email feature grammar and spelling options so that the sender can correct these seeming minor issues before the email is sent. Managers typically cringe when they read grammar mistakes so it’s definitely in the interest of everyone to utilize these tools for making sure your email is everything it can and should be. Incorporating this into your daily affairs and email activity will ensure you “pass” corporate etiquette 101.

In conclusion, there is no escaping the relentless role email plays in our lives. In fact, it along with other mediums will become standardized modes of communication. The items above, if implemented, will not only revolutionize your email activity, it will help prioritize your life with organizational skills, allocation skills and even delegation skills.

Congratulations! You’ve passed “Corporate Etiquette 101: Company email”: Now it’s time to put it to good use and see just how far it can take you!