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With the introduction of the Internet into the workplace, there are not the same systems of safeguard that there always were with typed correspondence where copies were kept, and the letter was checked and signed by someone who read it.

THE POWER OF THE EMAIL

What happened with the Internet was that suddenly businesses had an instant manner of response to their customers, their suppliers, and in fact anyone inquiring about anything at all. Press the reply button, and every time an employee does this, that Company has a chance to influence markets, to impress customers, and to give the impression of how seriously they take their business.

The worrying aspect is that while many secretaries efficiently deal with email content, others are accustomed to text speak, emailing their friends, and haven't quite latched on to the fact that each email sent from the workplace reflects the quality of the company that pays their wages. In many instances, I have experienced emails that do not answer queries I have made, or that were hastily sent before being read over for corrections.

The speed of the Internet and the irresponsible and unthinking pressing of that send button can make the world of difference to the standing and reputation of a company, and certain rules of etiquette should always be employed when sending business email.

1) Creating a signature of your name and position in the company is a good idea, since a properly signed off email looks professional. Here, avoid using too much personalization since this does not enhance a business email but detracts from the message it holds within its text.

2) Read the inquiry. Read it twice if it in unclear. Formulate your reply in an orderly fashion, clearly answering every question posed, and here a little initiative can be used adding information that may enhance the understanding of the customer or the person to whom you are replying. They may be looking at a particular product and not know that a range of products are available that do the same job. Whilst adhering to answering their questions as a first priority, remember that giving them extra information in a clearly laid out fashion can make the difference between that customer buying from your company or going elsewhere.

3) Write your reply in good, clear English, and do read it back. The disadvantage of the email system over traditional letter writing methods is that the speed at which everything happens can mean that mails are sent out that are not well thought out.

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