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25 QUICK RULES
By Lynn Gaertner-Johnston
23 communication,
When using email as a formal
14 Don’t hide behind email. To build
customer, client, and employee relation- treat it like a For formal
ships, don’t just type—pick up the phone letter. Begin with communication,
and talk. To convey a sensitive message, a greeting (“Dear begin with a
use the telephone or meet in person for two- Ms. Chiu:”) and
greeting and
way communication. end with “Best
end with “Best
wishes” or a
wishes” or a
similar close.
15 rassing
Never include confidential or embar-
information in email. It is too easy These customs
similar close.
16 easy
Use standard font sizes and colors for 24 informal
For messages within your company and
messages to external readers,
reading. Don’t use “wallpaper”
backgrounds or interesting graphics to address the reader politely in the first
dress up your sentence, like this: Liz, here are the reports. Or
messages. use one of these ways, with the message
Tell readers if following beneath: Liz, Liz: Hi, Liz, Hi
you expect Liz, Dear Liz: Dear Liz,
17 Avoid smiley
faces and clever
action from
emoticons like
them. People
read email too 25 checker,
After using your grammar and spelling
proofread. Then forgive your
this one: {:- ).
Your reader (the fast to guess at errors and those of others. Despite our
CEO? your new requests implied electronic communications, we are all
client?) may think between the human.
such symbols are lines.
unprofessional.
110Read—and
110 Tips for Sending Email That Gets
Gets Results are available as a
printed 30-page booklet and a searchable
18 them.
Tell readers if you expect action from
People read email too fast to guess at PDF for the desktop. For information, visit
requests implied between the lines. If http://syntaxtraining.com/our_products.html.
possible, include your request in the first
lines of text so they can’t miss it. Syntax Training helps
managers and employees
write better. Seminars provide
19 copying
Everyone has enough to read. Avoid
people on messages they don’t
participants with tools, tips,
strategies, skill practice,
want or need. feedback, and job aids to help
them write better, guaranteed.
For more information, visit
20 attached
Do not send a blank message with a file
unless your subject explains the http://syntaxtraining.com.
Lynn Gaertner-Johnston
attachment. Readers often delete such mes- Founder, Syntax Training
sages, especially from outside the firm.
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