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1 Email Etiquette on Thu 1 Sep 2011 - 11:47


CSoC Smart User
CSoC Smart User
While academic staff (and people generally) don't deliberately penalise students who inflict poor
email manners on them, its a good idea not to irritate or offend the recipient unless you
deliberately intend to do just that.
There are no 'official' rules governing electronic communication, though there have been
attempts to establish one standard or another as the default, there is no common agreement. So
beware people telling you there is one right way, they are assuming too much. As a general rule
though, netiquette involves the same principles as plain old etiquette -- basic courtesy, respect
and ethics.
By following the principles outlined below, the recipient of your email will be more likely to read
and act, if not be favourably impressed by your message:
1. Subject line to summarise the message. Make the Subject line summarise the body of
the e-mail. Ask yourself, 'will the recipient(s) know what this e-mail is about'. For
example, Instead of Subject: Exam, say Subject: Location of 1508INT Exam, 23 July 05.
2. Don't assume the recipient knows the background. Include enough contextual
information at the beginning of the e-mail for the recipient to know what the matter is
about. If in doubt, put background information in. For example, don't say can I have an
extension for my assignment?, instead say I refer to the CIT3622 assignment 1 that I
handed in late. I was ill and have a doctor's certificate. May I ask for an extension on the
basis that I was too ill to do it on time?3. Keep it concise. Keep messages brief and to the point, but not so brief that it causes the
problem outlined in the previous point. This includes deleting any irrelevant text when
an email has been back and forth several times. No-one wants to scroll down through
pages of text in order to reach the message they want to read. If the sense of the email
will be lost by deleting that text, however, leave it in.
4. Reply within 24 hours. Try to reply within 24 hours, less if possible. In fact, get in the
habit of replying immediately -- it is the polite thing to do, and the recipient will
appreciate a prompt reply. It also makes you look efficient. The longer you leave it to
reply, the more likely you will forget or have too big a log-jam of unanswered email.
5. Allow time for a reply. E-mail messages are not usually required to be answered
immediately, though it is good practice if you do. Before sending a reminder, allow
some time for a response, some times even a few days. Not everyone is online 24 hours
a day.
6. Use the BCC field when sending bulk email. If you're sending email to a whole list of
people, put their email addresses in the BCC field. That way, the privacy of the recipient
is respected, and spammers cannot harvest the email addresses for their dastardly
7. Don't shout at people or threaten them. Don't use all capital letters, (UPPERCASE),
or oversized fonts. The reader will likely feel they are being shouted at, or even
threatened. If you must use UPPERCASE, use it very sparingly and only to emphasise a
particularly important point. Ask yourself, 'if I was talking to the recipient face to face,
would I be raising my voice to them?' One way to add emphasis is to enclose the
word/phrase with an asterisk, for example "It is *important* not to shout at people by
using UPPERCASE". Large sized fonts (greater than 12) are useful for people with visual
impairment, but are not appropriate for general use.
8. Avoid angry outbursts.. Don't send or reply to email when you are angry. Wait until you
have calmed down, then compose the email. Once written and sent, it can't be recalled.
Angry or intemperate email has a way of rebounding on the sender. As a guide, ask
yourself, 'would I say this to the person's face?'
9. Correct punctuate and grammar. Use punctuation in a normal manner. One
exclamation point is just as effective as five !!!!! Use correct grammar as with any
written message.
10. Layout message for readability. Use spaces and breaks between paragraphs and long
sentences to make it easier on the reader.
11. Keep the thread. When replying to an e-mail, use the reply option on the sidebar in
your mail. This will keep the message in the "thread", and make it easier for the
recipient to follow.
12. Spelling. Check your spelling! If you don't know how to spell something, look it up.
13. Don't Reply to All unless necessary. Think twice about sending a reply to everyone.
Perhaps only selected people need to see this email. Sending it to everyone may simply
be contributing to an already cluttered In-Tray.
14. Acronyms, abbreviations, and emoticons are OK within reason. As long as you don't
overdo it, and the recipients can reasonably be expected to know what they mean,
acronyms and abbreviations are OK to use in e-mail. Emoticons (for example ;-) a
winking smiley face) are good when used in context. As a general rule, you probably
shouldn't use them when talking to someone in authority unless you're sure.
15. Forgetting attachments. If the reason for sending an email is to send a file, remember
to include it. Its easy to forget. One strategy is to attach the file before writing the email.
16. Sharing large files. Avoid sending file attachments larger than a megabyte unless it is
directly necessary (like large work-related documents, spreadsheets and/or
presentations). Most of the time, such attachments might have curiosity value for some
but which end up clogging mail servers and in-boxes much to the annoyance of systems administrators. If you want to share photos, videos etc, use Flickr or YouTube or any of
the other many such services now freely available.
17. Not Suitable For Work (NSFW) warning. Some workplaces are tolerant of non-work
related email, though not too many these days. Especially if the email you are sending
contains 'adult' material be sure to include the NSFW warning in the subject line. Not
doing this might get someone into trouble with their boss.
18. Edit the superfluous text out of emails.. When you are sending email that has 'been
around' in the sense that it has been relpied to or forwarded many times, take the time
to remove the angle brackets '>' from the message. Its irritating for many people to see
text in such disarray. The easiest way is to copy and paste the text into a word
processor, and use the seach and replace function to remove any unwanted characters.
The example below breaks both this rule and the one about shouting at people by using
>> > >>> >Do not keep this message. The mantra must leave your hands
>> within 96
>> > >>> >hours or you will suffer harm.
19. Chain Letters.. It is becoming more common, as more people use email for more varied
purposes for it to be used for multilevel marketing, chain letters, pyramid schemes and
other dubious purposes. The example above is one of the more benign examples of an
implied threat as a way to motivate the recipient to take action. Another example is the
chain letter that claims to be for the benefit of a dying child or promises to make you
rich overnight if only you send it to five more people, and send $10 to the person who
sent it to you. Most people, myself included, find these email practices particularly
20. Don't be over-familiar with the recipient.. Many people, me included are offended by
strangers being over-familiar. For example I react badly to people I don't know
addressing me as 'Dave'. Only friends and family call me that. As a rule, use the title or
form of address that you would use in verbal communication.
21. Illegal Activities. These include libel (defamatory statements), discrimination (racial,
sexual, religious, ageist etc), some adult material (child or violent erotica), illegal
information (how to kill or injure people, incitement to violence, racial hatred etc). This
advice does not apply to the vast majority of email users, who would never indulge in
the aforementioned practices. But for those so inclined, not only are these likely to
offend the recipient, people found engaging in illegal activities involving email are likely
to have strong sanctions brought against them by the university and by the civil
22. Email is not confidential. It is almost laughably easy for the contents of your email to be
read by others without your knowledge. So its wise to avoid saying anything you
wouldn't write on the back of a postcard. Also, if you work within an organisation,
rather than directly connected to an ISP (internet service provider) its becoming more
likely that every email you send and receive is scanned for certain words that are
'deemed unacceptable'. Email with 'unacceptable' content is quarantined, and record is
kept. People can be disciplined or fired if they send or receive too much such email. The
organisation has every user sign an 'acceptable use' contract as a condition of their
having an email account. That way, the employee can be deemed to have broken the
contract, justifying disciplining him or her.
23. Correct priority. Avoid marking an email 'high priority' when it is really 'normal' priority

2 Re: Email Etiquette on Tue 25 Sep 2012 - 14:39


CSoC Master
CSoC Master
Very useful one.

Thank you !


3 Re: Email Etiquette on Tue 25 Sep 2012 - 15:38


CSoC King
CSoC King
Nice post.
Please keep it up.

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