Business emails: Five simple rules

Sam Leader's article on mobile vs email and Megan Tough's article looking at the contemporary rules around using mobile phones got me thinking about another modern day bugbear of mine – the incorrect use of business emails.

Yes, there is a right and a wrong way to use business emails. I am qualified to address this important business matter as I could easily spend all my waking hours emailing in this have-laptop-will-travel world.

I have shared my email wisdom a number of times late on a Friday night and I thought it was about time that you, my fellow soloists, got to know the real rules of effective electronic communication.

Before hitting send, ask “Do I know you?”

I was once surprised upon receiving a series of business emails from a person I knew of from networking events but who I'd never actually met. I knew I hadn't signed up for her mailing list and was miffed that I'd been sent unsolicited email.

The situation came back to bite me a few years later when after attending a business-building workshop where email addresses were distributed, I emailed everyone about a Business Action Group I was starting. I received a brusque “Who are you and how did you get my email?” Now, I was a bit miffed that this person had forgotten meeting scintillating me, but I was also incredulous that any business owner would respond this way.

Say thank you

When someone emails you with an article, a lead or a client, there is only one right thing to do: say thank you. Sure you may find the article dull, the lead totally not your market and the client to be someone she didn't want to work with, but this person went out of her way for you. If you're lucky you'll be surrounded by people who send you stuff and don't even expect anything in return. I've heard that some business people are quite decent human beings. It all starts with thank you. That is, unless they've sent you the next item...

Just say no to FW

Repeat after me: I will never send a PowerPoint presentation as an attachment. Especially if it includes pictures of sunsets and whale music. And while we're at it, you may as well try the following mantra: Forwarding chain emails within 15 minutes of receiving will not grant me all my wishes nor save the world.

Respond, respond, respond

How many times have you made an email enquiry to a web-based company and not received a reply? This one can be a little tricky because the rules for business and the rules of social email part ways here. With friends and family it's fine to check your email every week or so and get back to them when you feel like it because they love you. Not responding to business emails within 24 hours is telling them that they don't matter.

A sales letter is spam

At the risk of offending internet marketers, the sales letter has no place in the modern soloist's toolkit. There, I've said it. Especially when it's masked as a personally addressed I've got a deal for you or Shhhhh, Secret Offer . I'm not going to buy because it's cheesy and desperate. Someone had to tell you.

So there you have it. The five simple rules of correct email use. While I might seem to have a vendetta for internet marketers, the reason these Big Five rile me is because I've done them all. Sometimes repeatedly. I seriously believed “this is what you do in business”. All I did do, though, was scorch delicate relationships very early on.

In reality, there really is only one rule: Business relationships are built on genuine conversations that can happen in-person or by email, phone, text message, chat, or even that old fangled post.

What about you? What are your business email bugbears?

If you’ll excuse me, I’ll get back to my email.

Trish Weston works with individuals and groups who wish to bring balance, purpose, and peace of mind to their lives. She also loves art, country livin’ and wants the whole world to adopt the four-hour day.

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Thanks Trish.
The biggest business email insight for me was remembering to update the client that I have received information (as they often don't request send-receipts). A simple quick email back to them shows that I value their communication (via email) and increase their confidence to use email more often - increasing the flexibility of my workday. Rich from Sydney
Hi Trish,
I wonder what your opinion is on compartmentalised email? I only leave mail in my inbox that need to be acted upon. If I am talking to an associate about 5 different client, they will receive 5 separate emails. My reasoning for this is that they may be able to sort out Client A’s issue quickly, but as time goes along forget about Client E. If they to leave the email there until it is complete, it assists in them not forgetting about the issue. Heather Smith from BRISBANE | Read my articles
All good points Trish. Just an additional thought - if I end up on a emailing list without expecting to be, it doesn't bother me as it is usually easy to unsubscribe and I like others to look at my emails with courtesy. What does annoy me is when it takes 14 steps to unsubscribe, including logging in and navigating to try and find the unsubscribe page. It's a quick way to infuriate busy people. I don't mind hearing from businesses about their products and services, just let me opt-out easily if I decide to! Luke from Sydney
Hey Trish, fantastic article, you absolutely hit the nail on the head, especially with the simple saying "thank you". Business owners forget to say it as much as what they should. My other bug bear is when people do send receipts, especially if I don't know them. I always tick "no" to a send receipt because if it's not appropriate and they've practically spammed me I'm then obliged to respond. Ben Angel from Melbourne
I don't mind the unsolicited emails as it means they are not wasting paper and ink by faxing me! (Now that does annoy me, particularly when I'm about to send an urgent fax myself!)
I try work by the rule of thumb of 1 point per email. If I have a few points to make, send a few emails, or ring the client make all the points verbally and then summarise in an email.
An email over 1 paragraph is too long and should be dealt with in a different manner. Bernadette from Engadine
I'm not that bothered by sales emails either, as I can always unsubscribe. But, like Luke, I get really frustrated if it takes ages to unsubscribe from something I didn't ask for in the first place! That said, my biggest issue with emails is some companies send way too many. I keep the ones that interest me for future reference so I don't need the reminder every few days. Johanna Baker-Dowdell from Wamberal, NSW | Read my articles

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