Email etiquette at work: 20 best practices

Etiquette: customary codes for polite behaviour – codes that almost always get violated. We did a bit of reading, and there’s a long list of crimes against common courtesy. 

Nat’s pet peeve: ‘shipped up friends and their wide-eyed fascination with dating apps (no, it’s not cute that you’ve never been on Tinder). Kristen can’t stand the sound of chewing. We both hate last-minute cancellations; no one likes people who crowd around airport luggage carousels.

When it comes to email, etiquette has wide implications. We spend over a quarter of our work hours reading and replying – and it’s estimated that half of that time is wasted through poor communication. 

The email playbook for polite society

It was 1976 when Queen Elizabeth II became the first head of state to send an email. We can only imagine how appalled the late (and great) royal would be by modern inbox manners. 

Workplace relationships and productivity suffer when we flout the unwritten rules of electronic mail. So, while the term ‘e-meet’ is extremely controversial within the Powrsuit team, these 20 best practices aren’t:

1. Top of mind doesn’t mean top of inbox

Just because you can whip out an email as fast as you can think, doesn’t mean you should. This is especially true if you’re in a formal leadership position. Your thought bubble turns into a grenade as it flies through the ether. When it lands, it can blow up priorities and deep work. Instead, jot down your thinking and raise it through more appropriate channels: one-on-ones, strategy meetings… or maybe never.

2. Know (and share) your ask

What do you want to happen as a result of the email? Whether you need to answer a question, book a meeting or share information, know your ask and make it clear to the recipient too. 

3. Don’t overcompensate

We live in a hybrid world; people take breaks for chores and appointments. We don’t need you to mask your guilt at ‘slacking off’ (or procrastinating) by spamming everyone else – and we definitely don’t need you to schedule 5.30 am emails to make it look like you started early. They don’t cover your tracks, they don’t make you look productive, they just add more unnecessary noise in an already loud world. 

4. Embrace the non-update

Received an email you won’t action for a while? Embrace the non-update! A simple ‘thanks for this, I’ll get back to you properly by the end of the week’ is enough. This one’s a win-win: Avoid a time-wasting follow-up while positioning yourself as effective, respectful and organised.

5. Respect naming rights

If we had a dollar for every time someone called Kristen, Kirsten… We could still afford eggs in the US. Everyone’s favourite word is their name – any decent email marketer knows that adding it in the subject line boosts open rates by up to 50%. It takes 10 seconds to double-check (or copy and paste) the correct spelling, and it’s time worth investing.

6. Passive-aggressive is not for Powrsuiters

Assume the intent of your email will be misconstrued. A casually capitalised word or a thumbs-up emoji can easily lead to misunderstandings. Leaning on passive-aggressive phrases in emails doesn’t showcase your displeasure; it just makes you look rude. The same goes for cc’ing in the manager and half the office. Just don’t. The best way to address frustrations is through clear, kind communication. Here are some quick ideas to rephrase your “As per …” openings to save workplace relationships.

7. Avoid logistical loops

Not all of us have a Personal Assistant, but we do all have access to calendar schedulers that avoid endless calendar mashing. Set up a simple Calendly, Zoom or Teams link and share it when you’re emailing to schedule a meeting. 

8. Share contact details

Sometimes, things are urgent. If you interact with other people regularly, include your contact details in your email footer. Your phone number is a fast way for people to urgently contact you – with a last-minute plan change, quick question, or to talk through the email you just sent them.

9. Craft a clear subject line

We all operate under inbox overload, and your subject is often the only visible clue to the contents. Make it clear and don’t be afraid to add an ‘action needed’ or ‘urgent’ where appropriate. Note: most emails aren’t urgent, so use this sparingly.

10. Answer every question

The beauty of an email is that it can include multiple points. Before sending, pause to ensure you’ve included them all – fast follow-ups look frantic. Replying? Respond to all questions by embedding your answers – copy and paste their questions and include your answers under each. Highlight or bold to draw attention to any actionable items or questions for ease of scanning. 

11. Use the robots

During a recent member interview, Microsoft New Zealand’s Managing Director, Vanessa Sorenson, shared her top tip: As a to-the-point communicator, she uses AI to soften her emails. You can also use AI to craft a first cut. A favourite recent prompt: “Write a sympathy message for x situation”. Copy and paste your key points into ChatGPT and get the robots to make a start – remember to edit for humanness.

12. Formalities without fluff

Speaking of softening, include a pleasantry – a quick ‘How are you?’ or enquiry about kids/events/life will avoid any requests coming off like a demand. But then get straight to it. Like our plates, our inboxes are overloaded; the faster you can get to your point, the more time the recipient can save.

13. Editing is underrated

You may think you’re an expert at ‘blatting out emails’, but chances are, those on the receiving end are getting resentful. The speed at which you can flick off an email may make it feel less formal, but all written communication deserves respect. Check for spelling mistakes, grammar errors, waffly, and roundabout language (and those pass-agg phrases!). 

14. Don’t go wild on exclamations!!!!

Exclamations may feel friendly, but their overuse looks unprofessional. Keep it to one or two – even if you have to go through your email to remove before sending (like we do 😅). Same goes for emojis – adapt to your audience or risk a negative reaction. 

15. Don’t over apologise

Women over-apologise, and it undermines trust and confidence in our abilities. You’re not ‘sorry’ you took two days to respond to a non-urgent email, you’re thankful for the sender’s patience. You’re not sorry for a small mistake, you’re grateful they pointed it out. 

16. For the love of… use BCC

When someone has gone out of their way to make an introduction, they should be thanked. Once. BCC is a beautiful tool: When someone no longer needs to be involved in an email convo, move them to BCC. They’ll get reassurance that you’ve followed up without being notified of the ensuing ping-pong game. 

17. Replied all? We’ve all been there

We’ve all felt the terror of accidentally clicking ‘reply all’. This point isn’t for you – you’ve punished yourself enough. However. Don’t get us started on ‘reply all’ chains. The New Yorker has a brilliant video that explains the horror better than we ever could.

18. The mysterious forward

Ahhh, you open an email only to see the clunky layout of an unadulterated forward. No context, no summary, just a confusing communication hot potato. If you receive an email you think is better passed on, resist the urge to click ‘forward’ and walk away. It takes two minutes to explain what you expect the next recipient to do with it, and you’ll save them a bunch of head scratching.

19. Google search, not Google mail

If you can’t remember the time, location, or details of something you’ve already received information about, take the time to find them again. The person on the other end of your email is too busy to take on your personal administrative duties.

20. Include email addresses last

We’ve all hit ‘send’ too early, so minimise the risk by completing your email content before you add the recipients.