The rules of email etiquette

In our interconnected world, email is an indispensable tool for professional communication. Whether you’re interacting with your close own colleagues, those of another speciality or those who work within the wider hospital infrastructure, maintaining proper email etiquette is essential for maintaining working relationships and providing efficient care to patients.  

It’s an under-represented skillset during training – nobody quite prepared me for the volume or workload of emails I’d receive as a Consultant. The inbox can sometimes feel like a never-ending jobs list and it’s difficult to keep on top of. As such, my email etiquette is an area of development for me and it’s a skillset I’m actively working to improve. I thought I’d share a few lessons I’ve learned along the way to improving my “e-manners”.  

Be Mindful of Your Subject Line: 
The subject line is the gateway to your email's content. A vague or unclear subject line will be overlooked by colleagues who must triage 40-50 emails or more a day.  A clear and descriptive subject line helps the recipient understand the purpose of your message and encourages them to open it promptly.  

Keep it Concise and to the Point: 
Brevity is key. Get to the point of your message quickly, keeping your email focused and easy to read. Use short paragraphs, bullet points, or numbered lists to organize your thoughts effectively. Long-winded emails may lead to recipients skimming over important information or, worse, not reading it at all. 

Be cautious of your Tone and Language: 
Emails lack the nuances of face-to-face communication, and your tone and language matter more than they would in face to face communication. Always maintain a professional and courteous tone, even when addressing challenging topics. Don’t use slang, abbreviations, or emojis in business emails, as they devalue your professionalism. I actively make use of the Grammarly “tone-checker”, which gives real time feedback on the content and tone of my emails.  

Don’t be a keyboard warrior:
If you receive an email which irritates or annoys you, delay responding to it until you’ve cooled off and had the opportunity to gather your thoughts – don’t allow yourself to be a keyboard warrior. You’ll almost always regret your reactivity once you’ve had the opportunity to cool off.  A sage colleague once told me “Don’t ever send an email you enjoyed writing”. If appropriate, think about whether it might be better to respond in a face-to-face manner rather than via email.  

Proofread Before Hitting "Send": 
Typos and grammatical errors can erode your credibility. Take a moment to proofread your email before sending it. 

Use CC and BCC Wisely: 
The CC (carbon copy) and BCC (blind carbon copy) fields are powerful tools, but use them judiciously. If you're including someone in the CC field, ensure they need to be informed about the content of the email – spare your colleagues unnecessary email spam if you can.  

Try to respond in a Timely Manner:
In this digital era, responsiveness is highly valued. Strive to respond to emails promptly, even if it's just to acknowledge receipt and indicate when you'll provide a more comprehensive response. If you’re on an on-call week where you know your access to emails will be limited, consider setting an automatic response which explains that to colleagues. Always set an out of office when you’re on leave and strive never to check your inbox – that is your time away from work and your time to be protected.  

Effective communication is the key to unlocking efficient care and building strong professional relationships. Build your email skillset to let your emails shine with clarity, conciseness, and professionalism. Remember, a little "E-manners" go a long way in creating a positive inbox experience for all.