Business is all about e-mail these days, yet many managers don't know how to write an effective e-mail message, says Janis Fisher Chan. Her recent book, E-Mail: A Write It Well Guide, offers help.

Check the Tone

It's easy to get the tone wrong in your business e-mails, says Chan. Check these three examples, which convey the same message, but in very different tones of voice:

          Abrupt: Get me the revisions by Thursday.
          Polite: Please be sure to get me the revisions by Thursday.
          More polite: I would appreciate your getting me the revisions by Thursday.

USE ALL CAPS SPARINGLY

Using all caps conveys an abrupt and demanding tone even if the subject is relatively tame, notes Chan. For example:

IF YOU ARE PLANNING TO ATTEND THE MARCH MEETING, WE NEED YOUR REGISTRATION FORM BY FEBRUARY 15.

However, Chan notes, all caps may be used for emphasis without being offensive,for example:

          If you are planning to attend the March meeting, we
          need your REGISTRATION FORM BY FEBRUARY 15.

What about all lower case? That gives the impression that you don't consider the message very important, says Chan. For example:

          if you are planning to attend the march meeting, we need your
          registration form by february 15

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Readability

Make your e-mails easy to read, urges Chan. Keep in mind:

  • Short sentences and paragraphs are easier to read than long ones.
  • Lists are easier to read than sentences and paragraphs.
  • Information is easier to follow when there is space between list items and paragraphs.

Avoid Fancy Type and Formatting

Chan warns that special symbols, clever emoticons, icons, and clever formatting tricks may not show up on other peoples' computers the way they do on yours.  The same is true for complicated tables. 

All About Attachments

Chan notes the typical problems she encounters with attachments:

  • E-mail refers to an attachment that isn't there. Recipients have to ask for it.
  • There's an attachment that isn't mentioned in the e-mail. Recipients have to open the attachment to see if it pertains to them.
  • Recipients' software can't read the attachment. Recipients have to get technical help or ask the sender to send it in another format.
  • The e-mail message letter doesn't tell you what to do with the attachment—comment, revise, file, forward?

Alternatives to attachments? Put the contents in the body of the e-mail, or convert the attachment to a PDF format.

Subject Lines

People these days are very attuned to subject lines. Chan notes examples of ineffective subject lines and more interesting alternatives:

  • "Subject: New program" (too dull; try "Accepting applications for new flex-time program"
  • "Subject: Changes" (too vague; try "Health benefits will change next year")
  • "Subject: Dates" (So what? Try "Kickoff Meeting—June 2, 6, or 9?")
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Keys to Good Subject Lines

Chan offers the following tips for subject lines:

  • Descriptive. Include enough information to pique the reader's interest.
  • Specific. Include enough detail to distinguish your e-mail from other similar e-mails. (This also helps recipients if they need to search for the e-mail at a later time, Chan points out.)
  • Concise and Clear. For example, replace the wordy and confusing "This msg inclds the details abt nu mkt pln" with "New marketing plan details."
  • Short. Because long subject lines are often truncated by messaging software, it's important to keep subjects short.
  • Put the Whole Message in the Subject Line. For short messages, says Chan, the best approach is often to put the whole message in the subject line. The recipient doesn't even have to open the e-mail. Use "##" or "EOM" to indicate this. For example:

          Subject: Confirming lunch 6/27 at 12:30, Steak Loft ##
          Subject: Agenda for 6/2 meeting now on Website EOM

Chan's final advice? When preparing your e-mail, don't type the recipient's address until you have checked that the document is good to go and that the correct attachment is attached.

In tomorrow's Advisor, Chan's tips on dealing with volumes of e-mail, and an introduction to an extraordinary website that will answer HR questions—and improve your e-mail even more.

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