E-mail Etiquette

by Mardy Fones

“Netiquette” is a 21st-century skill of politely and correctly communicating via e-mail on the Internet. Much as the traditional rules of etiquette prevent chaos in conversations and correspondence, netiquette is essential to communication on the World Wide Web, says Judith C. Kallos, of Antioch, Ill., a technology consultant who teaches executives to communicate effectively on the Internet.

A basic problem is the terseness that flows from e-mails’ relative anonymity and immediacy. “In the absence of the visual and/or voice clues we get during direct or telephone conversations, misunderstandings occur,” she explains.

Netiquette niceties include:

Know the code. Writing e-mails in all caps is the same as yelling. Augment communication via symbols that convey emotion, such as :) for humor. (For those newly online, turn your head sideways when you look at the symbols and you’ll see a smiley face.) For more symbols, see www.lake-online.com/internut/emot.htm.

Be courteous. Let e-mails mirror courtesy normally used in telephone conversations or snail mail such as a greeting, a friendly sentence or two, the reason you’re e-mailing, a closing, and your name. Also include your title, phone number, or address.

Do it right. Check spelling and grammar of every e-mail to show respect for the reader and your desire for clear communication.

One to a customer. Forwarding a joke to everyone in your e-mail address book assumes they all think exactly as you do and that they have nothing better to do than read your junk mail. It also broadcasts e-mail addresses to all recipients. That’s a major no-no.

No fast-forwarding. The recipient of forwarded e-mail deserves a sentence or two of explanation. Not doing so is the Internet equivalent of unwanted taped solicitor calls.

A polite response. When responding, copy and paste the original e-mail in the response field, delete extraneous material, then type your answers and comments.

Avoid unnecessary attachments. They’re the biggest way viruses are spread. A virus detection program can help but isn’t a sure thing. And downloading large files such as photos can be time consuming.

No privacy here. E-mails can be forwarded, so you never know who may read them, and your office e-mail may not be secure.

Mardy Fones is a Nashville, Tenn. writer.

first appeared: 10/13/2002