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1. Be concise and to the point
2. Answer all questions, and pre-empt further questions
3. Use proper spelling, grammar & punctuation
4. Make it personal
5. Use templates for frequently used responses
6. Answer swiftly
7. Do not attach unnecessary files
8. Use proper structure & layout
9. Do not overuse the high priority option
10. Do not write in CAPITALS
11. Don't leave out the message thread
12. Add disclaimers to your emails
13. Read the email before you send it
14. Do not overuse Reply to All
15. Mailings > use the bcc: field or do a mail merge
16. Take care with abbreviations and emoticons
17. Be careful with formatting
18. Take care with rich text and HTML messages
19. Do not forward chain letters
20. Do not request delivery and read receipts
21. Do not ask to recall a message.
22. Do not copy a message or attachment without permission
23. Do not use email to discuss confidential information
24. Use a meaningful subject
25. Use active instead of passive
26. Avoid using URGENT and IMPORTANT
27. Avoid long sentences
28. Don't send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks
29. Don't forward virus hoaxes and chain letters
30. Keep your language gender neutral
31. Don't reply to spam
32. Use cc: field sparingly

Good Email Etiquette

·         Do check to see what your organisation's email policy is. Many organisations have rules about the types of message that can be sent and also if your email ismonitored or screened.

·         Do try to think about the message content before you send it out.  

·         Do make sure that the content is relevant to the recipients. Nobody likes to receive junk email.

·         Do be polite. Terseness can be misinterpreted.

·         Do trim any quoted message down as much as possible.

·         Do ensure that you have a relevant "Subject" line.

·         Do try to quote from the original message where relevant. You can break the quoted message down into paragraphs and comment on them individually to make it clearer.

·         Do be patient, especially with inexperienced email users. Give people the benefit of the doubt - just because you are familiar with email etiquette, it doesn't mean that they are.

·         Do include a brief signature on your email messages to help the recipient understand who it is from, especially if you are dealing with someone you do not know very well.

·         Do be careful when replying to mailing list messages, or to messages sent to many recipients. Are you sure you want to reply to the whole list?

·         Do remember to delete anything that isn't needed or is trivial.

·         Do remember to tell people the format of any attachments you send if they're anything other than basic Microsoft Office file types.

·         Do tell your correspondent if you forward a message to somebody else to deal with, so they know who to expect a reply from.

·         Do use emphasis where it’s useful to do so. If your email system doesn't allow bold or italics then a common convention is to use a *star* either side of the word you want to stress.

·         Do understand that languages such as English differ in spelling between different countries. "Organisation" and "humour" are the correct spelling in British English, but in American English it would be "organization" and "humor". Non-native speakers of English may use a variety of national spellings.

Bad Email Etiquette

·         Don't reply to an email message when angry, as you may regret it later. Once the message has been sent, you will not be able to recover it.

·         Don't keep mail on your server longer than necessary, especially large attachments.  

·         Don't copy out an entire, long message just to add a line or two of text such as "I agree".

·         Don't type in CAPITALS as this is considered to be SHOUTING. This is one of the rudest things you can do.

·         Don't over-use punctuation such as exclamation marks ("!") as these are meant to be for emphasis. In particular avoid more than one exclamation mark ("!!"), especially if your email is quite formal. Also, over-use of the full-stop (e.g. "....") can make a message difficult to read.

·         Don't send irrelevant messages, especially to mailing lists or newsgroups.

·         Don't send large attachments without checking with the recipient first.

·         Don't send excessive multiple postings to people who have no interest. This is known as "spamming" and is considered to be ignorant, and may lead to serious trouble with your Internet Service Provider (ISP) or IT department.

·         Don't send chain letters or "make money fast" messages. There are several hoaxes about to do with viruses - never pass these on without checking with your IT department first.

·         Don't criticize people's spelling, it is considered petty. Many people have no way of running a spell check on their messages and will make typos. Not all nationalities spell words in the same way.

·         Don't conduct arguments in public, for example on a mailing list.

·         Don't "flame" people by sending them abusive email messages.

·         Don't make personal remarks about third parties. Email messages can come back to haunt you.

·         Don't send unsuitable email or attachments, especially anything of a sexual nature as they may well be found by a third party later.

·         Don't use an over-elaborate signature on your email message. Never, ever, use scanned images in a signature as these tend to be very large.

·         Don't mark things as urgent if they aren't, because then when you really do have an urgent message it may not be treated in the way it deserves.

·         Don't post your email address on web sites and other public parts of the Internet unless you want to be deluged with spam.

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