23 Rules for Writing a Business Email

How to write a business email

A business email is a means of formal business communication. It is used to convey or request information, make inquiries, confirm agreements or to update colleagues, clients, vendors and other stakeholders. Here are twenty-one rules for effective business emailing.

1.     Subject line

Complete the subject header with a meaningful title. Importantly, if the subject requires subsequent comment over time, always add to the original email –- to provide an audit trail. Never start a new email.

2.     Salutation

Dear, Hi, or Hello, as appropriate.

As to what salutation is appropriate, it’s courteous to follow the lead of the sender. 

3.     Email Body

The main body of your email needs to fulfil the promise of the subject header.

 4.     Be focused

 The body of the email needs to be easy to read, with clear paragraphs and a logical flow of information. Provide sufficient information for the purpose of the email but no more than is sufficient.

5.     Be concise

 Emails may confirm, inform, instruct, or request. Use simple sentences, short paragraphs, bullet points or numbering to reduce the number of words. 

6.     Spelling, Punctuation and Grammar

Don’t be careless about spelling, punctuation and grammar. If your email is forwarded outside your company, your careless text may be seen and not reflect well on you or your company.    

7.     Use templates for frequent responses

You may need to give directions to your office or explain how to obtain certain information. Save your copy as response templates to use when required. 

8.     Read Receipt Requests

Sending a read receipt, implies that you want to know the exact time the recipient picks up your email. Unless you have a specific need to know, do not use this function. 

9.     Do not attach unnecessary files

Only send files when requested and or when absolutely required. 

10.  Say “Thank you”

Always be friendly and helpful. Say thank you (or thanks) whenever appropriate. Remember that an email is an indelible record of your message. Courtesy is a lubricator of communication.

11.  Do not overuse the high priority option

Only use the high priority option when it is really urgent. It is irritating to receive emails that are tagged high priority when they are not urgent.

12.  Never write in CAPITALS

IF YOU WRITE IN CAPITALS it is perceived as SHOUTING. Sentences written in capitals are also more difficult to read.

13.  Don’t miss out the message thread

When you reply to an email, include the original mail in your reply. Threadless emails may not provide sufficient information for the recipient to remember the full context of your message. Always ensure, however, that the message thread is appropriate to be viewed by all recipients.              

14.  Do not overuse Reply to All

If it is important that all those who received the original message need to see your message, then reply to all. Sometimes people use ‘Reply to All’ to exert pressure or embarrass. Avoid that temptation.

15.  Be clear

Face to face communication between humans encompasses tone of voice and body language. The absence of voice-tone and body language makes email communication fraught with potential pitfalls. Take case to ensure that your message cannot be misinterpreted.

16.  Take care with emoticons

Only use them if you know that they will not be misinterpreted. They can, of course, be useful in getting one’s tone of voice and views across. Whatever you email, always keep in mind that it may be forwarded.

17.  Never try to win an argument by email

Emails should only be used for requests, information, opinion and confirmation. They should never be a vehicle to win an argument. If the issue is important, use other channels.

18.  Be cautious

Whether you are sending your email to one person or to many, it may be forwarded.  Once you’ve pressed the send button, it’s out of your control. There are well known examples of confidential emails with salacious content forwarded. Make sure your email content wouldn’t put temptation in someone’s way and cause you embarrassment.

19.  Write in the active 

Unless there is good reason to write in the passive voice, write in the active.

“We will process your order today” sounds better than “Your order will be processed today”. 

20.  Mind your language

We live in a politically correct age and need to be careful of our language, of making jokes that could be misinterpreted and of being critical of anyone or any business. There are obvious rules that your company needs to abide by, and so do you. 

21.  Use your Sig file

Your Sig file is your digital signature – your business card. It appears at the bottom of your email and tells the world what you do. Emails are a great way of passive marketing. So however trivial your message to your reader or customer – ensure that your Sig file is relevant. It may include a link to a company video.

Your Sig file should be used in conjunction with your website. 

22.  Be aware of Style

It is friendly to use personal pronouns (like I, we, and you) in emails. And it’s reasonable to refer to yourself as I and to the reader as you.
However, when you use the pronoun “we” from your company email address, it relates to your company. When stating your personal opinion to use “I” and when presenting company policy, use “we”. 

23.  Out of Office

It needs to inform and be courteous. Examples:

Thank you for your email. I am away from 24th December 20XX and returning on Tuesday 4th January 20XX. If you require a response before I return, please contact my colleague James Newbury on 020 0001 0001 or at jnewbury@xxxxxxxx.com 

I’m out of the office in Manchester today with limited access to email.  If your enquiry is urgent, please call me on 07838 xxx xxx. Alternatively, please call 020 0001 xxx1 to speak to my colleague Caroline Blonde.

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