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Heed these rules to
avoid e-mail grief

Etiquette is something that (hopefully) our parents instill in us. However, there's always something new to learn. For this reason columnists like Miss Manners will never go out of style.

However, when it comes to e-mail, many people -- even some high-level executives I've run into -- seem to forget everything they have learned about propriety when they send e-mail. I'd like to dedicate this column to them -- and the rest of us. Here are a few items to consider the next time you dash off an e-mail:

» Always use a subject heading in your e-mail. Don't leave it blank. Leaving the subject line empty tells me your either don't know how to use e-mail or maybe this is a spam. Unless I know who is sending it, I may be tempted to trash the thing entirely. Make sure the heading is brief and clearly describes exactly what you want to discuss.

Nowadays, with everyone so short of time, you're doing yourself a favor by boiling down the subject matter of your message.

» Avoid mixed case text in your writing unless you really need to make a point. Using uppercase text is hard to read and connotes shouting so don't use it UNLESS YOU REALLY NEED TO MAKE A POINT.

» Choose your words carefully. E-mail, by nature, is faceless. It's way too easy to unintentionally offend someone, especially if you tend to be sarcastic, and the recipient doesn't know you all that well. You can't have a conversation via e-mail. Some people use symbols like these :-) but I don't think it's appropriate in a business setting.

» Don't forward chain e-mail letters. Generally speaking it's tacky and might even cause the recipient to be hostile.

» In most cases, don't add people to a mailing list without first getting their approval. If you're trying to influence someone, putting their name on list can have the opposite effect. Each time they get a message that they were involuntarily subscribed to, it can create a negative impression.

» Respond to messages within 48 hours or less. Sounds like common sense but you'd be surprised how often this rule is violated.

» Reply to a message with the relevant answer. Again, this sounds like common sense, but you'd be surprised how often people respond to a very direct question with a completely different subject. Thus if you get half a dozen messages on different topics from the same sender (like your boss) reply to every individual message with the specific answer.

» Don't dash off answers in an angry mood. This is more of a cautionary note than a matter of etiquette. I have regretted comments I've made via e-mail even when I thought I was doing the right thing. Once it's on record, it's there forever.

» Be careful of what you say in an e-mail. Unless it's encrypted, it's neither private nor secure. A hacker might intercept anything you send through the Internet. Be very circumspect about sending confidential information (i.e., social security numbers, credit card numbers, etc.). The amount of identity theft, credit card fraud, and other nasty stuff is growing so take heed.

» Keep your personal e-mail separate from your business e-mail. Many people use them interchangeably and that can be a big problem. Many companies now days have employment rules that state you agree to not use any business assets for your personal use. Sending personal e-mail on your business e-mail system is a violation of that rule. You should always have your own personal e-mail address for your personal use.

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