Denise Giacin*
We’ve all had moments of frustration when emailing back and forth with clients and colleagues. You know the situation… You’re working diligently at your desk when into your inbox comes an email that drives you up the wall. You want to throw your computer out the window but instead you grunt, maybe even bang your mouse on the table. Then you start typing an email with such ferocity that your co-worker down the hall can hear your keyboard clacking.
(Are your emails sending the wrong message? Check out this post from my BurrellesLuce colleague Lauren Shapiro.)
Before you send a message you’ll regret, here are 4 Quick Tips for coming across nicely in your emails:
Avoid using phrases such as “I told you this already but” or “I thought my email was clear” when you are going back and forth with someone in an email. This may seem harmless enough at first glance, but you’re basically saying “Hey dummy, don’t you get it?” In my opinion, if you feel like saying this in your email, it’s time to pick up the phone. There is obviously a disconnect in your email conversation and a quick phone call could help clear things up.
Do not set up your emails so the other person feels like they have to be defensive when they respond to you. Even if your client or colleague has asked you the same question 100 times, keep in mind that you might not be explaining yourself as clearly as you think. Again, this is where a phone call to the person could prove more beneficial than an email exchange.
Avoid over-punctuation (e.g., “!!!!!!!!!!!” or “???????????”) in your emails. This absolutely conveys irritability. Unless you’re using it to show excitement in a positive way such as, “Great article in the New York Times today!!!!!!” over use of punctuation isn’t necessary and comes across as rude.
Limit the use of emoticons. I think one of the misconceptions with emoticons is that they erase any negativity or sarcasm in an email. My rule of thumb: unless the message is positive, don’t use a happy face.
- Appropriate: “I know this can be very confusing, but I’m happy to help. [smiley face]”
- Inappropriate: “I don’t know why you’re having issues with the system. It takes my other clients a lot less instruction to learn!!!! [smiley face]”
The “inappropriate” example is a culmination of everything I’ve advised against. This is definitely NOT how you want to respond.
What are some ways you convey niceness in an email when all you want to do is scream? Have you ever received a nasty email and if so, how did you react?
*Bio: Prior to joining the BurrellesLuce Client Service team in 2008, Denise worked in the marketing industry for three years. She holds a bachelor’s degree in communications from the University of Connecticut, where she gained experience interning in PR and working for student organizations. By engaging readers on the Fresh Ideas blog Denise hopes to further her understanding of client needs. In her spare time, she is passionate about Team in Training (The Leukemia & Lymphoma Society’s charity sports training program) and baking cupcakes. Her claim to fame: red velvet cupcakes with cream cheese frosting. LinkedIn: dgiacin Twitter: @denise10283 Facebook: BurrellesLuce