The other day I was talking with a man named Scott, who asked me whether I agreed with a tip he had picked up in a presentation on writing email. The presenter had said that one should never write to a group--only to individuals--because that is the only way...
Late last month the last telegram was sent--the very last telegram. For those of you who are too young to have experienced the telegram, it is was a quaint typed message sent by telegraph lines (through Morse code) and delivered to one's home by a human messenger. It existed...
Email has become such a communication lifeline that it's hard to imagine not answering it promptly. When we are away from the office for even a day or two, we want people to receive a response from us. We shudder to imagine not sending a response for an entire...
Yesterday someone visited this site with an interesting search. The words in the person's query were "linking mission statements with email etiquette."  Those words immediately got my attention. What do mission statements have to do with email? I think there's a strong link. The link may not be obvious...
Last week I met with my friend Ira, who is a senior vice president of human resources. We talked about business writing and about the errors that fill email. Here's one of Ira's thoughts: We put our name on what we are proud of. Is that why people are comfortable...
Every week I get an email from someone that wasn't meant to be sent--at least not in its current state. The next message, sent seconds later, says "Oops! Please ignore my previous message." One way or another, the writer sent the email by mistake. It wasn't finished, reviewed for completeness,...
UPDATED IN DECEMBER 2016 Dear Reader:   Dear Reader,   Dear Ms. Reader: Dear Mr. and Mrs. Reader:   Hi Reader,   Reader, This post is all about the etiquette of salutations (greetings) for business letters and email. It's dedicated to the many who have visited this blog in search of tips on how to...
Can you imagine a company turning away interested and ready customers? According to a 2005 study published by Benchmark Portal, many companies do just that--by ignoring inquiries they receive by email. The study evaluated 147 small and medium-sized North American businesses in the retail, travel and hospitality, financial services, e-business,...
Yesterday I led a brown-bag lunch session, Email Intelligence, for a very intelligent group in Seattle. They came up with eight new rules of email etiquette to add to my standard list. Click here to download that list. The group offered these excellent suggestions: Create an automatic reply to...
Early this morning one of our clients returned our Friday phone call. She explained that she had been out of the office all day on Friday. While she was gone, she had received 70 email messages and 5 voice mail messages. Given her day away from the office, we...