Business Etiquette for Responding to Mail & Email

Responding correctly to correspondence is important.

While much is written about how to correctly word a business email or structure a professional letter, it is just as important to respond effectively to these forms of communication. Doing so can enhance your reputation, exhibit your professionalism and possibly pave the way for new contracts, orders and deals.

Benefits

Acting professionally may lead to new deals.

There are a number of benefits to responding correctly to an email or letter. When replying to a colleague or manager, responding in a professional manner will indicate how serious you are about your role and line of work and enhance your reputation within the company.

When communicating with a client, who has perhaps provided feedback or asked a question, responding with integrity and professionalism will nurture your business relationship and enhance trust, leading to a new contract or deal.

Timing

Responding promptly is good business etiquette.

It is always good etiquette when responding to a letter or email to reply quickly. This will show that the content of their email to you is important in your eyes, and that you will take action on any points contained in the email promptly. Even if you are very busy, and will not even be able to properly read the email for a while, a simple response to acknowledge receipt and assure the sender that you will shortly respond properly is courteous and an example of professionalism.

Good Etiquette

Ensure all text is free from errors.

Always ensure that any letter or email sent is free from poor spelling and grammar mistakes, to avoid giving the impression that you do not care enough about the sender or the email content to double check what you have written. It is also good etiquette, especially on lengthy correspondence, to summarize your points at the end, as well as those raised in the initial letter or email. It will also be good manners to 'down edit' previous email correspondence to remove clutter such as headers, footers or irrelevant information. This will show that clarity is a priority, which in turn displays professionalism.

Common Mistakes

Refrain from responding in anger to correspondence.

There are a number of common mistakes which need to be avoided. First, it is tempting, especially when considering email correspondence, to respond in anger to initial contact which has been written in an inflammatory way. However, this would not be professional. Instead you should wait for a while before responding, to avoid any unnecessary and upsetting consequences.

Refrain from using 'Reply to All' unless you are absolutely certain that everyone involved in the original email needs to read your reply.

When Responding in Error

All is not lost when responding in error.

If you have sent a letter or email in error in response to initial contact, whether it be an angry retort, a spelling mistake or simply a case of hitting 'Reply' too soon, good email etiquette dictates that you use any available 'Recall message' function. A second email to apologize and clarify the situation is also advised. Whether responding to initial contact in error through email or letter, always politely ask that your first reply be deleted or destroyed.

References

• Email Replies: Email Etiquette
• 101 Email Etiquette Tips
• Business Email Etiquette: Business Email Etiquette Basics