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Email Etiquette � More Than Just Manners

by: Angela Nielsen

We all understand the importance of good �people skills� when it comes to our interpersonal communication � it helps us get the results we need. Our communication determines the opinion others have of us � knowledgeable or ignorant, pleasant or rude, professional or immature. Most of the time this is in face-to-face or telephone conversations where we have some control over the impression we make on others.

When it comes to netiquette (Network Etiquette), it�s not as easy to control how others perceive us, and yet it�s even more important. Why? Because what you write and how you use email can affect whether your email gets delivered, read, or responded to � and what that response is! In addition, there are numerous �technology traps� that are easy to fall into. Have you ever seen someone accidentally send an angry or sensitive response to a huge group of people by using the �Reply All� key?

And before you say to yourself "I already know" and stop reading this article, realize that every single one of us could benefit from a few simple reminders on the proper use of email, not just from a personal view but also from a business standpoint. If you're doing business on the internet � and using email to communicate with your customers � then this article is a must read for you! You may already know many of these tips, but even the most experienced user will find a few rules you were not aware of or have fallen into the habit of breaking.

Think, write, and think again.
Email is a static, one-way channel � unlike live communication, there�s no way to get immediate feedback (from facial expressions or voice responses) to know if we are being effective or even understood. So think twice before hitting the send key. Is there ANY chance that the recipient might misinterpret what you want them to understand? Do your thoughts come across as abrupt or angry? Could this email accidentally affect your reputation? The hastily written word may lack feelings and the true emotion you intended. You might be smiling as you type, but your note could come across as sarcastic or mean-spirited. Remember � there�s a person on the other end, not just a computer.

Use a meaningful subject line.
This is the first thing your reader will see, so use the space to help them understand the contents of the email even before they open it. Using the same rule from above, type in a subject that relates to the message you're sending, rather than leaving the subject blank. Without a subject line your note will probably be seen as another piece of junk mail � not everyone will recognize who you are just from your email address. Many internet service providers (ISP�s) filter out suspicious looking email, and a blank subject is a big red flag. Also, try to avoid generic words like "Hi" or "Check This Out" to avoid having the recipients spam or virus software delete your message!

The beginning, and the end.
Always use a salutation, even if it�s short. Start your message with "Hi", or "Hello", or "Dear", whatever works best for the intended recipient, and whatever reflects your personality. Think about this: when you call someone on the telephone, don't you say "Hello" before telling them what you want? Email messages should be no different. At a minimum, address the email to the person.

Don't forget the end of your message too! Always sign your messages with your name, and say "Thank You", or "Sincerely", or something else appropriate. You can even setup a signature in your email program that will automatically display your information at the bottom of every email message you send. For directions, use your email programs help file and do a search for signature.

Protect your recipient�s identity � use �To:�, �CC:� and �BC:� properly.
There are a few simple netiquette rules for using the address fields in email.

If your email is being sent to just one person or email address, place it in the "To:" field. This should be the person who is responsible for sending you a reply.

When your email is being sent to more than one person and all the recipients truly need to know who else is receiving it, put all the addresses in the �CC:� field.

For email sent to multiple recipients who have no real reason to know the names and email addresses of everyone else to whom it is being sent, put all the addresses in the �BCC:� field.

(Some email software requires at least one address to be placed in the �To:� field. Put your own email address in the �To:� section if this is required.)

By default, not every email program has the BCC field available for viewing. If you cannot see the Bcc field in your program, check your programs help file for directions.

Give memory a helping hand.
When replying to emails, include a copy of the prior notes you�ve traded with the person on the topic, don't just send a new one. I may receive 50 emails a day that need a reply and it�s not always possible to remember every single 'conversation' with every single person. Please don�t make your reader go looking through their �sent items� folder or email �recycle bin� to refresh their memory!

Use the �Read Receipt� sparingly.
In some cases, it's crucial for both parties to know that a message was received. However, in normal day-to-day activities you should not request a read receipt for every single message you send. It's annoying to the recipient to have to click that pop up box every time they get your email. And it is an invasion of privacy. Don't forget � just because they have received it doesn't mean they have necessarily read it, so receiving a read receipt doesn't actually prove anything other than that the message was received. And for day to day communications, is that really necessary?

URGENT!
The boy who cried wolf. Do not send all your messages as URGENT, or HIGH PRIORITY. If your recipients keep receiving messages marked that way, then eventually the red exclamation point loses it's effectiveness � except to reinforce how important YOU think you are. Reserve these messages for those that are of utmost importance!

Avoid special formatting.
For your day-to-day messages, don't use colored email backgrounds, colored fonts, special fonts, images or other "pretty" type of formatting to your messages. Keep them clean � this makes it easier for the intended recipient to read them and reply. It's best to send messages in plain text to ensure everyone will be able to read them, since not everyone has their email set to receive html emails. You would be amazed at how bad your note may look to someone viewing their email on a handheld device or an older computer. By keeping your emails clean, they will also load much faster for the recipient!

Don�t SHOUT!
If you type in all capital letters, your reader will see this as yelling, or they will think that you were just too lazy to use proper text formatting. It�s also hard on the eyes � did you know that it takes longer to read something written in all caps than it does to read something that is properly formatted?

Proof, spell-check, and use proper formatting.
Poor writing skills are a direct reflection on you! And the reader never forgets the person who writes an undecipherable message. Spell checking will prevent most misspelled words, but you should always proof your email in case you've written the incorrect word (that was spelled correctly). For example, month and moth, where and were, all look correct to a spell-check program. Use proper capitalization, punctuation and formatting. Break your paragraphs when the subject changes, or if they become too long. Don't use excessive formatting (too much bold, too many exclamation points and question marks, etc.) Too much of anything will make your message harder to read. You want to make your message easily readable, as well as understandable. Proofread it to ensure it make sense, and never assume the reader knows what you mean, always spell it out for them. The time it takes to proof and spell check is minimal compared to the lasting impression you will make if you don't take the time.

Take the time to send a reply.
Even when someone emails you something that doesn't need a direct response, follow up with them in a timely manner just to let them know you received their message. It�s amazing how often people will ask for advice, and not even reply with a short �Thank you� when they receive their answer. A simple message telling the sender is sufficient. And this lets them know you did receive it, that it didn't just get stuck in cyberspace somewhere.

If they didn't request it, don't send it!
No matter what you think may be acceptable, you cannot email someone about your product/service without their permission. Unless they request that you send them an email, or you have previously done business with them, then it is illegal to send them an email, period. Any recipient can easily forward your email to their ISP and report you for sending unsolicited email messages (SPAM).

This report would result in the immediate removal of all your websites/email address from most servers. You would then join a list of �prohibited senders� meaning that servers would not allow any messages attached to your domain name to be received by their customers - the people you are sending your messages to.

You might be thinking, �but I get emails every day about products/services that I didn't request information about.� Sending unsolicited email messages (SPAM), is kind of like speeding. Lot's of people do it, but it is against the law, and no matter how long you may get away with it, you are bound to get caught!

Compress, Compress, Compress!
If you are sending an email with several large attachments, it is often better to send them in a few separate emails, so that you don�t send a document that is too large to even open. Or, you can try compressing your messages into a zipped file. It doesn�t reduce the size of images or pictures very much, but it works great for text, spreadsheet and program files. This is very easy to do, and will make your file size much smaller, and make the recipient much happier. Check out www.winzip.com (for those on pc).

Hoaxes as helpful hints.
If it sounds too good to be true, it probably is. Do not forward everything that gets sent to you. We've all seen them � the chain-letter emails that promise if you forward to x number of people you'll get paid, or you'll win something, or you will be lucky forever. It's all a hoax, a scam, and the only result is huge numbers of email transmissions that slow down servers all across the country. If you receive one of these emails from a friend, reply to them (in a very nice way) and explain to them why this isn't true, or ask them to stop forwarding them to you.

Virus, or virus advice?
Many viruses are spread by email masquerading as warnings about � a virus! If someone forwards you a virus warning, which usually contains instructions for removing a virus from your computer... check google.com for that virus BEFORE doing anything. Chances are, it's also a hoax, and if you do remove that "bad file" from your computer, you're actually removing a necessary component crucial to your system!

Wow, that was a lot of information to take in at one time, but I congratulate you for sticking it out and reading the entire article. Please share it with your family, friends and colleagues.

About the author:
Angela Nielsen is President of NIC Media Group, an award-winning web development company located in San Diego, California. To find out more about Angela Nielsen, and NIC Media, visit or call them direct at 888 NIC Media. Copyright 2005 by Angela Nielsen and NIC Media Group

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Tips to Build Your Email Address Database

WHY BUILD YOUR EMAIL ADDRESS DATABASE?

Gaining your customers' email addresses will:

Provide an additional channel for reaching your customers
Increase the ROI of your marketing investments
Significantly reduce your customer acquisition and marketing costs
Allow you to easily measure the impact of your marketing campaigns
Increase your customer participation and retention rates

With ongoing postal and telemarketing pressures impacting marketing budgets for many organizations this year, email marketing could become the "silver lining " for many marketers. But how do you create a successful email marketing campaign if you do not have a substantial email database? That question may be one of the largest Internet related challenges facing companies this year.

Research shows that the majority of organizations have email addresses for less than 10% of their postal files. So how do you level the playing field and start to add quality permission - based email addresses to your database?

Here are some tips that you can use to cost effectively build your email address database and increase your customer participation and retention rates:

START TO ASK FOR IT!

Every communication or touch point with a customer should start or end with a request for an email address. By utilizing the four points below, you should be able to add email addresses for 5% to 10% of your postal file over the course of one year.

1. Direct Mail Collection

Think about how much time and money you spent for copy and design on your last new direct mail piece. Most companies have started to ask their customers for their email address information within these mailings. This is a great step forward. However, companies need to look at one major improvement if they want to increase their email address collection rates.

To date, most requests for email address information have been pushed, shoved or jammed into whatever white space remains. It should be no surprise that the success rate has been less than stellar.

To improve on these efforts, you need to provide your members with a reason to release their email addresses to you. E-newsletters, purchase confirmations, petitions, and special discounts and offers are but a few of the benefits that will encourage your members to come on board.

2. Web Page Collection

Many companies have an email address collection function in place via the web. To improve your sign-up rates, add text below the email request box that informs your visitors of the special email benefits that they will receive (i.e. e-newsletters, purchase confirmations, delivery updates, etc.) upon registering. You can also utilize a pop-up link to inform users of these special benefits.

Finally, your email address request function should be available on your home page. Don't make your users go and look for it. Every click away from your home page reduces the chances of your users taking an action and providing you with their email address information.

3. Existing Email Database Collection

Don't forget to ask the members of your existing customer base for email addresses of their friends, family and associates. Viral marketing is a powerful tool to use and is extremely cost effective! You could ask them either to provide you with additional addresses or simply to pass on your newsletter, email specific offers, or other information to others they feel have similar interests.

4. Telemarketing Collection

Don't assume that your telemarketing agents are asking for email addresses from potential customers. Ensure that your agents have an updated script, which outlines the previously described benefits to potential customers of providing their email addresses.

The suggestions above are a great start! Yet they really should be viewed as a secondary plan for building your email database. To exponentially and expeditiously grow your email database, please read on!

EMAIL APPENDING

Utilizing an email appending service enables you to add email addresses for up to 25% of your postal file, all within 3-4 weeks.

Email Appending - is the process of adding an individual's email address to that individual's postal record in side your existing database. This is accomplished by matching the postal database against a third party, permission based database of postal and email address information.

Best Practices - Email Appending is not a prospecting tool. The DMA (Direct Marketing Association) and its interactive arm AIM (Association of Interactive Marketing) have guidelines in place that dictate that email appending only be used to append email addresses to your existing opt-in postal record house file.

The Process - Your opt-in postal file is securely transferred to an email appending provider, who will do an initial gross email address match of your file against its opt-in database of postal and email address records. Your appending provider will then send these matches a permission-based message prepared by you. All bounces and opt-out requests will be removed from the list. At that point a valid permission-based email address file of your customers will be delivered back to you.

Cost - Less than the price of a postal stamp!

IN SUMMARY

The first step of any successful email marketing effort is to build a permission-based email address list of your customers. The simplest, quickest and most cost-effective way to do this is through email appending, which will enable you to add email addresses for up to 25% of your postal file. Secondary efforts of email address collection via focused direct mail, web, viral and telemarketing practices are also important and will enable you to add email addresses for an additional 5% to 10% of your base on an annual basis.

Best of luck in building your email address database. As many companies have already learned, the ROI and cost savings to be achieved will far exceed your expectations.

Bill Kaplan
CEO
FreshAddress, Inc.

FreshAddress, Inc., The Email Address ExpertsTM, provides a comprehensive suite of industry leading database and email deliverability services to help companies increase their e-commerce revenues. For more information on how we can help "Build and Update" your email list, visit http://freshaddress.com/biz or email biz@freshaddress.com.

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Tips to Build Your Email Address Database