I left my job as an IT manager in corporate America in June of 2010. I used to receive upwards of 2500 messages a day, and some days sent out 200 or so, most of which required a reply from someone on the other end. I wasn’t the perfect sender (or receiver for that matter) but the most important messages I sent typically got a response in the time frame I needed a response in. I believe it’s because I found a secret formula that I used each time I sent an important message. I’ve broken that down so you can use it to send important emails to your customers, whether you’re a corporate citizen or a freelancer.
If you read and use these tips, you’ll send email that gets results. And if you read all the way to the end of the article and leave YOUR best tip, you just might win a $50 Amazon gift card.
Pro tip: Do NOT start by putting who the message is to be sent to in the TO, CC or BCC line. This will stop a message from accidentally being sent too soon, before you are done or before you’ve attached a critical attachment. If you don’t do this, you may have to re-send your message, confusing all the recipients and you.
Greeting – Before you do anything else, insert a warm greeting, using the people you want to act on the email’s first name.
Body: The body is the guts of your message. Try to use only 1 topic per message so your message is as clear as possible. If you have more than 1 topic to discuss, send more than 1 message.
In the body of the message:
- Begin with your most important thing – Put the bottom line up front. Start with what you need or what’s most important. Think of this as an executive summary as some people don’t read any further than the first 4 lines of your message.
- Use bullet points for lists – If you have a list, use bullet points to aid in
- Use bold when necessary for emphasis especially of key dates or information that must be read. Know that most people will skim and read ONLY what is in bold and bullet points.
- Use bold for main point in bullet points and then expand on your point to add more information that aids in understanding your main point.
- Don’t mix fonts or add colors unless there is a warning of what happens if there is a missed deadline – Warnings can be bold and red
Attach any critical documents now
Documents should have a relevant name – Doc1.doc says nothing if the attachment is separated from the email. Far better – Budget Document for January 2012 Board Meeting.doc
Documents should be explained in the body of the message – Tell people what the attachment is and why they need to open it. If they need to review and fax it back, say so.
End of message:
Close – Repeat the action requested or the need you have and the due date and how you expect response.
Signature includes your name and the best ways to reach you if there are questions.
Now complete the first parts of the message:
Subject line: States what the email is about and when the action is due by.
To: Use the TO line ONLY for those who must act on email. Be careful not to overdo the TO line or nobody will act, assuming someone else will handle it.
CC line: Use this for those who need to be in the know but not act on your message.
NOTE: CC is not for covering your assets (CYA) – Do not assume anyone in the CC line actually reads the message as they are not action on the message. If you’re expecting action, put them in the TO line. If you’re expecting them to read and respond to it, say so in the early part of the message and put them in the TO line or send them a separate message with what you are expecting they do.
BCC: Don’t use this or risk embarrassing yourself if they reply to all. Also, just because you BCC someone doesn’t mean they won’t forward it all over the world, with no trace of them as you’re the one who sent it.
If you use these tips, your email will get you the results you’re hoping for and will prevent unnecessary questions.
For more email tips, read Why are People Always Misinterpreting My Emails over at Business on Main.
Your turn: What’s YOUR best tip for sending business email that gets results? Leave a tip, and you could win a $50 Amazon gift card. 2 random commenters will be drawn from the comments left as of February 3rd, 2012 at 6 PM central.
Disclaimer: My blog is a part of an online influencer network for Business on Main. I receive incentives to share my views on a monthly basis.
{ 8 comments… read them below or add one }
This is great Phil! I even go so far as removing the subject line when I respond if I’m still wavering on what I want to say, etc. You may be in the midst of thinking through the response and you can accidentally hit “send” before you’re ready. And I like to think through major decisions for at least 24 hours.
In closing, especially if you’re wanting a response back or commitment, it’s always good to give them options. So instead of saying, “Let me know when you’d like to meet.” Narrow the choices for them by saying, “I have Tuesday morning from 9am to 11am available or Wednesday from 2pm to 4pm open. Let me know which time frame works for you?”
Jocelyn
If you intend to send an attachment, it is best to attach this to your email first. This saves you from the embarrassment of sending a 2nd email to apologize for the lack of an attachment and keeps the recipient’s inbox with one less email.
Great article – thanks for sharing the information!
Daniel
I always include the person’s name in the greeting. Make the subject relevant to the message AND if the message isn’t relevant to a person, don’t copy them, even if it is just to cover your own a$$. If you need to CYA, do it in a separate message with specific reasons.
I love bullets too!
I love bullets too.
Know corporate culture before using the CC line too much or too little. Also, don’t overuse the option to make an email “high importance.” Don’t be the e-mailer that “cries wolf.”
Great tips, Phil! The pro tip of filling in the email address last has saved me more than once! My tip is this: before crafting an email at all, ask yourself if it would be more effective and efficient to simply pick up the phone.
Good post. I think email may be going the way of the Dodo, but until it does your tips are spot on. Keep ‘em simple, call out the action, and call out the owners if you actually want something to happen.
Also, I like your comments about using CC except I think you meant to say put the people that have an action to be in the TO line.
You said: “If you’re expecting action, put them in the CC line.” For me … If I am on the CC line I assume I have no action or responsibilities within the given email. In fact, I have a filter for when I am on the CC line to put them in a different color.
Great points Jeff.
And I just fixed the error. Thanks for pointing it out. Correctness matters to me.
Excellent advice Phil. The old KISS method works best in email. Short, sweet and to the point so you get a reply and the action step required.
In a perfect world, I’d insist people use the Twitter method in emails. 140 characters please or pick up the phone instead!
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