PrintWriting and sending e-mail messages is easy; crafting effective messages, on the other hand, can be a challenge. You need to make sure your message not only says what you want it to say, but that it also conveys the right impression.
An e-mail full of misspelled words or typos can give a client the impression that you're careless, and an angry message sent in haste can jeopardize a relationship that took years to build. Knowing the limitations of e-mail can help prevent these kinds of disasters.
Grammar. All kinds of rules are broken in e-mail. Capitalization disappears. Fragments run rampant. Don't forget that the recipient evaluates you and your company based on your message. Try to remember to dot your i's and cross your t's.
Spelling. Most e-mail programs offer some type of spell-check function. Use it. In business correspondence, you want your words to carry weight, not to highlight your inattention to detail.
Tone. It's much harder to gauge tone in e-mail than in conversation. Remember that your recipient won't have the benefit of the cues they would have in conversation. They can't see you wink or hear you laugh, and the ironic sentiment you mean to convey might be misconstrued. This doesn't mean you need to write form letters, but be careful.
Emoticons. Although "smileys" or "emoticons" have become hallmarks of online communication, they're usually inappropriate in business correspondence. Once you have a solid working relationship, and you and the client are familiar with each other's style, you can judge whether emoticons are appropriate.
Signature. If you use a preformatted e-mail signature with your business's contact information, be sure to type your name at the end of your message as well. Relying on the signature in lieu of your name can be construed as cold and impersonal.
Subject headers. Providing an accurate subject header is essential. Many people choose what to open based on the subject line; blank subject lines or subjects that have little to do with the message contents are frustrating for the reader.
Think twice. Always reread your outgoing messages before you send them — especially if you're angry. E-mail makes it easy to fire off a message you might regret later. Take a deep breath and reread the message; if you're still not sure it's appropriate, save it and return to it later when your emotions have settled.
