Business Email Etiquette

Standard Formatting

Use classic fonts, sizes and black. Keep them consistent throughout your email correspondence.

Standard Fonts include:

  • Arial
  • Calibri
  • Times New Roman

Standard font sizes: 10 or 12 point

 

Copying & Pasting Text into Email

When copying and pasting text, paste as plain text to avoid copying formatting from original text. This will ensure that the formatting remains consistent with the rest of your email.

  • On Windows PC: “Ctrl + Shift + V”
  • On Mac: “Option + Cmd + Shift + V”

Write a Clear & Direct Subject Line

A clear email subject should provide the recipient with a summary of what the email is about in a short phrase. Example of clear email titles:

  • XXX Meeting date changed
  • Question about XXX
  • Request for XXX
  • Project XXX due by [Date]

Tips for writing clear email title:

  • Keep it short at around 6-8 words
  • Place important words at the front
  • For emails to other businesses:
    • Personalise email title by including the recipient/company name
      • g., Increase [company name] sales by 20%

 

Use Professional Salutations

Greetings

The salutation you should use depends on your relationship with the recipient. Generally, these are appropriate business greetings:

  • Dear – suitable for formal professional greetings
  • Hello – in between formal and informal, can be used when you don’t want to sound too casual
  • Hi – casual informal greeting, can be used when you don’t want to sound too formal
  • Dear Sir/ To whom it may concern – impersonal greetings, avoid as much as possible

 

Greetings that are not appropriate for business emails:

  • Hey
  • Yo
  • What’s up
  • Sup

 

Names

It is recommended to address a recipient by their name unless they request other short forms.

  • Mr/Miss/Mrs XXX – for very formal business interactions
  • John, Bob, Sally, Catherine – suitable for formal and informal interactions

 

Provide a Succinct Introduction

When emailing someone for the first time such as new contacts, clients and potential customers, always provide a brief introduction of yourself and your company:

  • Your name
  • Your company
  • How you got their contact (if applicable)
  • Purpose of emailing them

E.g. I’m XXX from Mediaplus Digital. XYZ gave me your contact and suggested I reach out to share about how we can help your business.

Use of Emojis

Avoid using emojis unless your recipient has used them with you previously.

Include a Call to Action

Offering a direct call to action makes it easier and more likely for your recipient to respond to your email. For clients, this helps them understand what information/action you require from them. For new contacts, this could be an invitation for a call or to fill out a form:

E.g. If this sounds like an exciting opportunity for [company name], please fill out this form, and we will contact you to discuss your specific needs and how we can help you.

 

When Several Actions/Information is Required

If you require several action and information from your recipient, use a numbered list to convey everything you need efficiently:

E.g. Please provide me with the following information:

  1. Name
  2. Phone Number
  3. Email address
  4. Required Specifications of the project

 

When No Action is Required

If the email is an update and no further action is required, it is advisable to inform the recipient, so they are aware that no acknowledgement or reply is required from them.

 

Include a Professional Closing

Close your email with an appropriate greeting:

  • Regards
  • Yours sincerely
  • Sincerely
  • Thank you

 

Proofread Your Email

To prevent miscommunication, it is advisable to read your email over before sending it:

  • Ensure you have spelt the recipient’s name correctly
  • Check if the file attachments are correct
  • Look out for any spelling mistakes

To avoid unintentionally sending an incomplete email, it is advisable to add in the recipients email only after your email has been crafted finish.

 

Reply Emails

 

Reply email in a timely manner

It is common courtesy to reply an email within 2 business days / 48 hours. If you take longer due to unforeseen circumstances, express your sincere apologies and politely explain the reason for your delayed response.

E.g. Apologies for the delay in response, I missed your email previously.

 

Using the “Reply all” button

Refrain from hitting “Reply All” unless you think everyone on the list needs to receive the email.

Signature Block

Provide the recipient with some information about you with a signature block, especially if it is your first time communicating to the person. Generally, this would state your name, title, the company name, and your contact information, including a phone number.

 

Business Chat Etiquette (e.g. Whatsapp)

 

Tone & Language

  • The tone for Business chats should be business casual professional but not overly formal.
  • Begin all sentences with capital letters
  • Tone should be polite & professional
  • Start the chat conversation with a friendly greeting such as good morning, good evening etc.
  • Be aware of spelling errors. Commonly misspelt/confused words:
    • Principal vs principle
    • Advice vs Advise
    • Their vs They’re
  • Avoid using too many ‘!!’ & ‘??’, one is enough

Introductions

When creating new chat groups, introduce all members including yourself if they are not familiar with each other. This is to ensure everyone is up to date with who is messaging and avoids interruptions and diversions in future.

Using Emojis

Using emojis helps to add meaning into written communication in business contexts. It can make the conversation feel more personal and ease situations that could be misinterpreted to be negative.

In the business context,

  • Emoji’s should be used sparingly when it helps to clarify the meaning and/or intent of your message.
  • Stick to standard emojis such as ? 😀 ☹ 😮

Using Abbreviations

Abbreviations can be used sparingly if they are commonly understood and help you save words. Some abbreviations don’t save much word count and could affect your professional image as well as sincerity. Examples of abbreviations to avoid:

E.g.

  • okay – k
  • you – u
  • thanks – tks

Avoid Sending Your Message in Pieces

Avoid spamming the chat with several messages, compile all the information you want to convey and send it in a single message. Where possible, use hyphens as bullet points for clarity. This helps prevent miscommunication and interruptions.

Offer Quick Response & Acknowledge Messages

One of the important reasons for client’s preference for chat as a support channel is speed. Quick responses don’t just save time for the customer but is also makes them feel important.

It is common courtesy to acknowledge a message once you have read it. If you are unable to reply their questions, it is advisable to let them know when you will get back to them. Do not go silent.

List of Short Forms

 

AFK Away From Keyboard
ASAP As Soon As Possible
BRB Be Right Back
FYI For your Information
FYR For your reference
IDK I don’t know
IIRC If I Recall Correctly
POV Point of view
P&C Private & Confidential
TBA To Be Announced
TBC To Be Confirmed
TBD To Be Discussed
TBH To Be Honest
TYVM Thank You Very Much
WFH Work From Home
WRT With Respect To
WDYM What Do You Mean