Guidelines for            
Effective E-Mail Communication            

                                                                                     
Copyright © 2001                        
                                                Diane Howard, Ph.D.                                                               

E-mail can be a useful and valuable tool of communication in our personal and professional lives; but it also has potential pitfalls, which we must seek to avoid if we are going to use it effectively. First, we must utilize basic good, interpersonal skills, which include communicating positively, constructively, and respectfully. We need to empathize, "listen," look for common ground, repeat/rephrase what others say, refrain from attacking, and avoid pre-mature judging. We need to especially work at writing in a clear style to avoid possible misunderstandings.

Here are basic guidelines for clear, respectful e-mail, personal or professional, which guard against potential misinterpretation, confusion, and irritation.

• Use short, specific descriptions in subject lines.
  
  
• Use appropriate greetings or salutations, as in face-to-face communication.
  (San Diego, 2002).

• Try to use less than 65 characters in a line and no more than 25 lines of text
  (Elam, 1997).

• End lines with a carriage return (Elam, 1997).

• Use appropriate grammar, spelling, capitalization, and punctuation.

1. Don't use all capital letters. This is considered "shouting," or "yelling."
2. Don't use all lower-case letters. This makes you appear uneducated, unprofessional.

• Choose language carefully.

1. Use informal language in personal correspondence.
2. Use formal language in business correspondence.
3. Use short, concise, clear language and sentences.
4. Simplify messages.
5. Choose words and write the message carefully.
6. When using the reply button, include, restate, or paraphrase the sender's language.
7. Break down messages into simple components.
8. Compensate for the absence of non-verbal language by adding more adjectives.
9. The longer the message, the more it needs to be broken into "sound bytes."

• Don't blurt a message impulsively.

1. Use appropriate etiquette.
2. Don't say anything electronically that which would not be said face-to- face.
3. Don't vent emotions.
4. Be careful of what might be offensive to other cultures.
5. Be careful of the tone of messages.
   (a) Don't be so short, concise, or direct that messages sound brusque or rude.
   (b) Use adjectives or adverbs to clarify tone.
   (c) Avoid sarcasm, which could be misinterpreted (Fielden, 2001).
6. Refrain from pre-mature judging or attacking.

• Re-read messages and use spelling, grammar checks before sending.

1. Re-read what the message says and how is said before sending it.
2. Watch for possibilities of misinterpretation.
3. Avoid using abbreviations, which can be misunderstood or not understood at all.

• Confirm, empathize, and sympathize in e-mail communication.

1. When disagreeing, try to respect the other's position and look for common ground.
2. "Listen" and pay attention to what a correspondent is saying.
3. Don't "flame" or use aggressive language (Fielden, 2001).

• Consider the correspondent.

1. Analyze how that individual has presented himself/herself.
2. Match a correspondent's level of language and communication behavior.

• Respond, at least briefly, to e-mail from personal or professional contacts.

• Little can be assumed about respondents (their frame of mind, interpretation of your message…), so be gracious and careful in wording and phrasing (Elam, 1997).

• Practice civility, utilize good manners, and use please or thank you (San Diego, 2002).
  
  
• Consider re-writing or not sending a message, which is not fair, honest, or constructive.
  
  
• Protect against computer viruses, which can be delivered through e-mail.

1. Avoid opening attachments from unknown sources.
2. Install virus protection software.
3. Keep the anti-virus software updated.

• Protect against from unwanted e-mail by using a spam blocker or blocked senders list.

• Don't send unwanted, unsolicited e-mail messages.

1. When it is received, request politely to be removed from the sender's list.
2. Don't forward e-mails without the understanding or permission of the sender.

• Be very careful in forwarding messages.

               1.  Make sure that any forwarded message is truthful and accurate. 
               2.   The truth of alarmist e-mails, such as rumors, virus warnings, pleas
                     for help, prayer requests… can be checked out on sites such as
                     TruthOrFiction.com. 

• Use appropriate closings.
  
  
• Place messages for references in well-organized folders.
  

• Carefully decide when to use e-mail and/or the telephone.

1. It is sometimes best to follow-up e-mail with telephone communication and/or negotiation.
2. Communication, which needs to take place in real time, should take place
   over the telephone, since e-mail is asynchronous (Conrad, 2002).
   

References

Conrad, L. (2002). E-mail Addiction, A 12-Step Recovery Program. Retrieved August 11, 2002 from http://www.nacubo.org/website/members/bomag/1097_conrad.html.

Elam, P. (1997). A neophyte's guide to effective e-mail. WebNovice.com. Retrieved August 11, 2002 from http://www.webnovice.com/email.htm.

Fielden, N. (2001). Internet research. Jefferson: McFarland.

San Diego, G. (2002). The art of writing e-mail. Online Marketing Since 1994. Retrieved August 11, 2002 from http://www.net-market.com/email.htm#salutations.

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Enhanced by Technology, Not Diminished:
A Practical Guide to Effective, Distance Communication
 

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