Achieve the Appropriate Tone in Email
Tone is important in any form of communication. Are you using the appropriate tone when communicating with email?
Email messages are different from typed letters. You cant be too formal in a letter. In an email, too formal looks silly. Whats the appropriate tone for an email? -- slightly more casual than a letter. Yet, there is a fine line between being too casual and too formal.
The attitude and culture of your company will dictate the amount of formality necessary. Meeting planners and hotels wont be as formal as a bank or law firm.
As you compose the message, consider the person who will be reading it. Know your audience. Its easier if you are replying to a message. Then you simply match the tone to that of the sender.
When in doubt, strive for a tone that is professional, yet conversational. Try using contractions (Ill, well, hes, shes). In conversation, we use the words I, we, you. So, use these in emails.
Be careful with I, though. Using too many can be perceived as egocentric. You dont want to appear as a pompous meeting planner. If you notice an abundance of Is, try rewriting every other sentence. This will create variety, and that pesky personal pronoun wont be as obvious.
In addition to being conversational, an email should be concise. The average office worker sends and receives 36 email messages every day. Some people receive literally hundreds daily. Theres no room for fluff. By keeping your message short, theres a better chance itll be read.
In email messages, short equals one screen (not one page). Busy readers dont bother to scroll down. So, put your most important information first. Dont bury it in the fourth sentence of the third paragraph. Consider using the journalism technique of the five Ws: Who, What, Where, When and Why. Start with the vitals, then elaborate later.
The best email sentences and paragraphs are brief. These are quick for the receiver to read and easy on the eyes. Double space between paragraphs and dont indent.
How do you write briefly? One technique is to omit wordy phrases.
Instead of as a general rule use generally
Instead of on two different occasions use twice
Instead of at this point in time use now
Instead of more than one use multiple
Since people are notorious for skimming email messages, create lists. These can be read at a glance, and readers arent as likely to miss something important. Use numbers or bullets to highlight each point. You have three options: complete sentences, or fragments/phrases, or single words. Just be consistent. Dont make point number one a sentence and point number two a single word. Whatever method you select, capitalize the first word.
You may double space between the listed items or not. Double spacing makes the list easier to read, but it also takes up more of that oh-so-precious screen space.
By Kelly J. Watkins, MBA, Louisville, KY. Visit: http://www.keepcustomers.com to order, Email Etiquette Made Easy (a comprehensive guide filled with exercises & examples) or for tips on communication & customer service! (812) 246-2424 or kelly@keepcustomers.com.
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