E-Mail: Etiquette Needed

AOL's Regina Lewis Offers Do's and Don'ts

(CBS)  To say e-mail has proliferated since the first was sent back in 1971 is putting it very mildly. Today, some 171 billion e-mails are sent each day — of which an estimated 70 percent are spam and viruses.

Sending e-mail is almost like picking up the phone and having a conversation nowadays, but how can you be sure you're using it as you intend and without offending anyone?

Simple, says AOL Consumer Adviser Regina Lewis: Use "netiquette": etiquette for the Net!

On The Early Show Monday, Lewis outlined e-mail do's and don'ts designed to help you avoid sending e-missives you regret.

LEWIS' RULES OF THUMB

Don't write when you're angry: If a message makes you angry, walk away and clear your head before firing off an angry response. Ask yourself, "Will I be able to live with what I wrote a week from now?" The "unsend" button is one of the most popular features on AOL mail for good reason: People often say things over e-mail they wouldn't have the guts to say in person.

Don't use all upper case: This is commonly regarded as shouting, so don't be surprised if people think you've sent them an angry message.

Don't over-reply: Resist the urge to over-reply. Endless cc's are annoying and clutter your in-box.

Use clear subject lines, and keep e-mails short: A clear subject will help people decide whether to read the e-mail now or later. And a message that is succinct saves people time. We're all busy. Your correspondent will appreciate your thoughtfulness.

Don't give away everyone's e-mail address: People may not appreciate being copied on mass e-mails that give other recipients access to their e-mail address. Use the bcc (blind carbon copy) feature to keep recipients addresses private.

Remember the "Rule of Three": If it takes more than three e-mail exchanges to sort out an issue, it's better to call.

WHAT ARE SOME OF THE MOST ANNOYING E-MAIL HABITS?

Clicking "send" too fast: Re-reading every e-mail before you send it will help you catch typos, spelling errors and missing words. Spell checkers don't catch everything. People will judge you subconsciously on mistakes, especially in a business setting.

Unnecessary copying and forwarding: Copying the boss on every e-mail you send could take you out of his or her good graces, and sending along chain e-mails and jokes clutters people's in-boxes and leads to instant aggravation, especially if you're forwarding an attachment that could potentially infect someone's computer with viruses or spyware.

Getting in the last word: Again, the "Rule of Three" of applies: Avoid responding to e-mails with "Thank You" or other one word phrases. It clutters people's already full inboxes. If you really need to say something, just pick up the phone.

E-mailing on the go: Some people call it multitasking, but firing off e-mails from your BlackBerry or similar device during a business meeting, dinner with the family, or in the car while driving is rude. It sends the message that you've tuned out and are not engaged in the matter at hand.

OTHER COMMON E-MAIL MISTAKES:

Forgetting the attachment

Sending to the wrong person

Using only one e-mail address


©MMVI, CBS Broadcasting Inc. All Rights Reserved.

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Add a Comment

by gossimer November 7, 2006 1:04 PM EST

I'm guilty of several of this, I must admit. I've been asked by friends to remove them from my "bulk email list" when all I have them on is my personal email list, however, I oblige by removing them from my list altogether rather than risk upsetting them again. It may be extreme, but it's just the way I am. Then, the next time I hear from them, if I do hear from them again, I re-add them to my list. I know, it sounds petty, vendictive and selfish, doesn't it.

Reply to this comment

by jhill255 November 7, 2006 12:07 PM EST

It is not o.k. to offend anyone when writing an e-mail, but is o.k. for Regina to offend men by making a snide remark about all men having a lack of business communication skills. It should have been left at, if you want a reply to you e-mail, you should ask a question.

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by bluestardad November 7, 2006 10:37 AM EST

well said Jerry!

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by jerry_in_va November 6, 2006 2:32 PM EST

It is rather ironic that an AOL adviser is providing email etiquette tips. The most annoying emails I receive come almost exclusively from AOL users. The most annoying is receiving a forwarded message from an AOL user, whether the content be a joke or other more serious message. One must navigate through countless attachments which are nothing but forwards from one user to the next group until one arrives at the original message. After opening the original and 2 attachments, if I haven't found the actual content being forwarded, I usually just delete the entire thing. And it seems AOL users have cornered the market on forwarding chain emails and stupid jokes.

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[gossimer]

I'm guilty of several of this, I must admit. I've been asked by friends to remove them from my "bulk email list" when all I have them on is my personal email list, however, I oblige by removing them from my list altogether rather than risk upsetting them again. It may be extreme, but it's just the way I am. Then, the next time I hear from them, if I do hear from them again, I re-add them to my list. I know, it sounds petty, vendictive and selfish, doesn't it.

[jhill255]

It is not o.k. to offend anyone when writing an e-mail, but is o.k. for Regina to offend men by making a snide remark about all men having a lack of business communication skills. It should have been left at, if you want a reply to you e-mail, you should ask a question.

[bluestardad]

well said Jerry!

[jerry_in_va]

It is rather ironic that an AOL adviser is providing email etiquette tips. The most annoying emails I receive come almost exclusively from AOL users. The most annoying is receiving a forwarded message from an AOL user, whether the content be a joke or other more serious message. One must navigate through countless attachments which are nothing but forwards from one user to the next group until one arrives at the original message. After opening the original and 2 attachments, if I haven't found the actual content being forwarded, I usually just delete the entire thing. And it seems AOL users have cornered the market on forwarding chain emails and stupid jokes.