Email etiquette matters just as much now as it did before. That’s because email is still a top communication tool in business, with 81% of companies relying on it to connect with clients, prospective clients, suppliers, and third-party partners, etc.
How you and your team write and reply to emails can either boost your business’s image, or sadly, damage it.
With National Email Week falling in the second week of June, there’s no better time to refresh your email habits.
Email etiquette is a set of simple, yet powerful guidelines that can help you communicate clearly, respectfully, and effectively.
Whether you’re trying to make a sale, replying to a supplier, or confirming a meeting, these tips will help your emails stay professional, clear, and impactful:
1. Use a business domain and email signature
A professional email address from your business’s domain speaks volumes. It builds trust, reinforces your brand, and looks more credible than a generic Gmail address.
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And don’t forget to add a smart, well-designed email signature with all your contact details.
*Ts & Cs apply.
2. Structure your message smartly
- Start with a great subject line. Make it short, specific, and easy to understand.
- Write a polite, personalised greeting. “Hi Thabo” works well in most business settings. Double-check names and spelling.
- Write an intro that covers why you’re writing.
- Follow this with your main points.
- Include next steps so everyone involved know what’s needed and by when.
- Sign-off on a professional, polite note.
3. Keep your tone professional
Friendly is good, but don’t get too casual. Avoid sarcasm and dry humour, which don’t always come across as intended in writing.
Use full words (don’t abbreviate), proper punctuation, and complete sentences. It shows care and professionalism.
4. Make your emails easy to read
Highlighting important info? Bold a date or change the font colour — but don’t do both. Too much styling distracts and confuses.
Don’t use ALL CAPS as it looks aggressive. And avoid bright colours, strange fonts, or flashy design elements. Clean, classic formatting is easier to read.
5. Avoid large attachments and tidy up links
Large files can bounce. Use file-sharing services and paste a link instead. If the link is too long, shorten it using a third-party service, to keep your email looking neat.
Mention that you’ve attached a file, and ensure you actually attach it!
6. Timing matters
Aim to reply to an email within 24 hours of receiving it. Even if you don’t have all the answers, a quick “Thanks, I’ll get back to you soon” goes a long way in building trust.
Also be mindful of the time of day you send an email. Use the “schedule send” feature to deliver emails during business hours instead.
7. Set up an Out-Of-Office Reply
Going on leave? Let people know by setting up an automated Out-Of-Office reply that states when you’ll return and who to contact in your absence.
Silence leaves people confused and can damage your reputation.
8. Don’t write an essay
The average person receives 96 emails per day. Don’t waste their time by writing a long drawn out mail. Keep your message focused.
Use bullet points or short paragraphs. If the topic is detailed, suggest a quick call or meeting.
9. Never email when you are emotional
Frustrated or upset? Don’t send the message too quickly. Draft the email, step away, and review it later with fresh eyes. Remember once sent, words cannot be taken back.
10. Proofread every email
Before you send any email check for typos, spelling errors, and the correct name. Also make sure you’re emailing the right person at the right email address — it could save you from an awkward or costly mix-up.
Good email habits are good for business. Whether you’re communicating with a new lead or following up with a supplier, the way you write and send emails reflects on your company.
With these best practices, your messages can be clear, respectful, and effective — every time.
