Email Etiquette

1. Email Etiquette Adapted from the Purdue University Writing Lab Based on http://owl.english.purdue.edu/workshops/pp/index.html

2. Why Is Email Etiquette Important? • We all interact with the printed word as though it has a personality and that personality makes positive and negative impressions upon us. • Without immediate feedback your document can easily be misinterpreted by your reader, so it is crucial that you follow the basic rules of etiquette to construct an appropriate tone.

3. My Email Policies: General • I will respond to your email quickly. (I spend quite a bit of time online and check email frequently.) • Use sthomas@weber.edu for a quick response. • A respectful and professional email will receive a more favorable response than an abrupt, carelessly written one. • Ask questions early. I cannot help if I do not know there is a problem. • If after reading a response from me, you still have questions: ask them.

4. Responding to Grading Questions • I comment on each writing assignment. • Before you ask questions about the points/grade you received, please read the comments carefully. • I expect you to use these comments to improve your future writing assignments.

5. The Elements of Email Etiquette • General format • Writing long messages • Attachments • The curse of surprises • Using a professional tone

6. Write a clear subject line (ex. ENGL 3100 MWF 8:30 ) or 9:30) – Proposal Question,). Write a salutation for each email (ex. Dr. Thomas:). Try to keep the email brief (one screen length). Check for punctuation, spelling, and grammatical errors. Use a font that has a professional or neutral look. Include a closing with your name (ex. skiguy01@yahoo does not tell me who you are). Better yet, use your Wildcat email address. Use caps when appropriate. Avoid text-message-type (ex. R U 4getting s/thing?). Format your email for plain text rather than HTML. General Format: The Basics

7. General Format: Character Spacing • Try to keep your line length at 65 characters or less. • If your message is likely to be forwarded, keep it to 60 characters or less. • Set your email preferences to automatically wrap outgoing plain text messages.

8. When you are writing directions or want to emphasize important points, number your directions or bullet your main points. For example, Place the paper in drawer A. Click the green “start” button. Another example, I have a couple of questions: How can we improve customer satisfaction? Will the proposal empower employees? General Format: Lists and Bullets

9. Write in a positive tone “When you complete grading this assignment.” instead of “If you ever finish grading … ” Use smiles , winks ;), and other graphical symbols only when appropriate. Use contractions to add a friendly tone. (don’t, won’t, can’t). General Format: Tone

10. Attachments • When you are sending an attachment tell your recipient what the name of the file is, what program it is saved in, and the version of the program. • Ex. The attached file is in MSWord (.doc or .docx) under the name “LabFile.docx” If you use an open source word processor send files as RTF or PDF.

11. When Your Message Is Long • Warn the readers that the message is long. • Create a summary or overview of the message. • If you require a specific response from the reader then be sure to request that response in the first paragraph of your email (perhaps using a list). • Create headings for each major section (as appropriate).

12. Avoid Surprises or Last Minute Requests • Do not wait until the last minute to introduce a problem or concern via email. • Express questions or concerns when you have them, rather than accumulating them. • I am better able to answer your questions if you ask them early within an assignment or the semester. (I am a terrible mind reader.)

13. Taking Professors by Surprise • Complaints about grades and projects should generally be discussed in person. • Express your concerns or questions in a timely manner. • Using a professional tone when voicing concerns about grades or policies will be received more favorably than: “Why did I get this grade?????”

14. Flaming is a virtual term for venting or sending inflammatory messages in email. Avoid flaming because it tends to create a great deal of conflict that spirals out of control. Flame fights are the equivalent of food fights and tend to affect observers in a very negative way. What you say cannot be taken back; it is in black and white. Using a Professional Tone

15. Before you send an email message, ask yourself, “would I say this to this person’s face?” Calm down before responding to a message that offends you. Once you send the message it is gone. Read your message twice before you send it and assume that you may be misinterpreted when proofreading. Keep Flaming under Control

16. Empathize with the sender’s frustration and tell them they are right if that is true If you feel you are right, thank them for bringing the matter to your attention Explain what led to the problem in question Avoid getting bogged down by details and minor arguments If you are aware that the situation is in the process of being resolved let the reader know at the top of the response Apologize if necessary Responding to a Flame

17. When Email Won’t Work • There are times when you need to take your discussion out of the virtual world and speak to the recipient in person.