Business Email: 20 Guidelines

Every business should understand that it’s responsible for the content of emails that go out under its name.  Here are some “do and don’t” reminders that we should all keep in mind.

Do:

1. Be clear and concise.  Help your reader by providing context when necessary.
2. Answer questions thoroughly.
3. Always use correct spelling, grammar, and punctuation.  Proofread and revise before sending.
4. Indicate content and purpose in the subject line.  Be specific.
5. Use “reply” and keep to the message thread.
6. Adopt a legal disclaimer and use it in every email.
7. Have a formal email policy.
8. Write with gender neutrality in mind.
9. Remember that company email isn’t private.  It’s company property.
10. Include complete contact information in your signature.

Don’t:

1. Use too much industry jargon.
2. Capitalize every word in your subject line.  This can be interpreted as spam.
3. Use “reply all” indiscriminately.  If it’s appropriate, go ahead.
4. Use a high-priority flag or “urgent” in your subject line unless it’s warranted.
5. Use language that could be interpreted as libelous, defamatory, sexist, or racist.
6. Treat company email as your own.
7. Send irate emails.  Cool off.  Use the phone.
8. Send emails to a large number of recipients.  This can expose email addresses to unauthorized persons.  Use “bcc” instead.
9. Write long paragraphs.  Readers hate to see “walls of words” and will resist reading such emails.  Instead, break up the text, use bullets.
10. Be redundant.  Say it once.