Before You Hit Send: 10 E-mail Etiquette Tips

Managers at all levels are charged with communicating with employees and others on a nearly constant basis. We live in an age where everyone can construct elaborate smartphone messages, and type an impressive amount of words per minute. Sometimes, the style and actual content of the communication falls by the wayside.

To aid in the construction and use of work-based e-mails, here are 10 tips learned through experience as an e-mail writer and the frustration of being an e-mail reader:

1. Ensure your e-mail is well composed and thought out

Try writing, pausing for a minute and re-reading your message before pressing send.

2. Ensure your meaning and intent is clear

E-mail is a weapons-grade communication device and much misunderstanding can occur. Remember, in most cases it’s not how you write it, but how it is read. Write to be read. 

3. Check your spelling

If you have never won a spelling bee, spellcheck your words before you press send.

4. Check your grammar

If you are unsure of grammar—and particularly homophones, such as there, their or they’re—check before you send.

5. Avoid sensationalism

Saying you are getting killed, slammed or slaughtered and need more staff is not helpful. Make sure your message is positive and solution-driven.

6. Be wary of what you are saying

Any e-mail produced on or off duty while on your employer’s IT system is considered work product, so it is discoverable via the Freedom of Information Act. If you are critical—in jest or not—it could be discovered and be the next On Your Side story of your local TV station or on the front page. 

7. Use upper case sparingly

CONSERVE UPPER CASE COMMENTS TO STRESS IMPORTANT SUBJECTS ONLY. USE TOO MUCH AND THE IMPACT IS LOST ON THE READER. 

8. Avoid reply all for general information e-mails

Avoid the urge to reply all to general informational e-mails. If you have something constructive to add to a group conversation, do so, but if you are sending a “roger,” “will do,” “thanks” or “10-4” response, reply only to the originator and not the group.

9. If you use an e-mail address group, make sure you send it as a BCC

This means every employee will not have the opportunity to reply all and send yet more e-mails flying round the system. It also saves a page of addresses on the screen in front of you. 

10. When possible, speak to the person you need to tell something to

Finally, to avoid all of the traps above, if the communication is to a colleague in the organization, pick up the phone or, dare I say, get up, put a few steps on your fitness tracker and go talk to the person you wish to communicate with. Your face will express your intent, your voice will express the message and you may achieve more than a simple e-mail. 

Now that I have paused and reviewed my e-mail article, I’m pressing send (no “will do,” “thanks” or “10-4” required).

Rob Lawrence is chief operating officer of the Richmond Ambulance Authority. Before coming to the USA in 2008 to work with RAA, he held the same position with the English county of Suffolk as part of the East of England Ambulance Service. He is a graduate of the Royal Military Academy Sandhurst and served in the Royal Army Medical Corps. After a 22-year military career in many prehospital and evacuation leadership roles, Rob joined the National Health Service, initially as the Commissioner of Ambulance Services in the East of England. He later served with the East Anglian Ambulance Service as director of operations. He is also a member of the EMS World editorial advisory board.