Why are you shouting at me?

E-mail or Internet etiquette, commonly referred to as netiquette, is a set of rules defining proper behaviour on the Internet. The term especially applies to email, or any form of online communication. While there is no standardised set of rules that we can use as a guide, below is a short list of rules I've compiled which will assist you in effectively communicating your message to your readers in a well-natured, rather than offensive manner.

Your main objective should be to produce a message that makes for a pleasant and easy read, ensuring your readers are in a positive frame of mind by the time they've finished reading your entire message.

Keep your correspondence concise. Remember that some people pay for access to the Internet by the hour, and the longer it takes to read your mail, the more it will cost them. Recipients are more likely to ignore longer messages. Additionally, refrain from over-using graphics which substantially increase download times and command greater system resources.

Don't write entire sentences in capitals - IT LOOKS LIKE YOU ARE SHOUTING! It also makes for a difficult read.

Smileys or emoticons, keyboard expressions such as :

:-) Happy
:-0 Surprised
:-( Sad
:-< Mad
:-D Laughing

should be restricted to use in personal emails. They should not be used in business emails at all.

Make things easier for the person you are corresponding with - summarize the contents of your email in the subject line. This helps people not only know what your email is about but also helps them organize and prioritize their email.

Don't CC (Carbon Copy) your message to everyone. Only those people who need to respond or need to receive your message should be copied. This is especially true in a business situation where people are receiving a lot of email and don't want to receive what they don't need. This also applies to replying to an email - when you click “Reply to All” this generally means that your response is going to go to whoever received the first email. Make sure this is what you want.

Use BCCs (Blind Carbon Copies) when sending out an email to a large group of people who do not necessarily know each other. Just like you wouldn't want your telephone number distributed on the internet, you probably wouldn't want your email address distributed, and neither do most other people. So instead of everyone seeing all the email recipients (as they would if you were copying them) they only see their own email address and yours.

Don't write anything you wouldn't say in public. Messages are very easily forwarded (even by accident). Think carefully about what you are putting in writing - what you are saying and how you are saying it. If you feel emotional about a subject, rather wait overnight before responding to allow yourself time to look at the situation more rationally.

As a courtesy to your recipient, include your name at the bottom of your message. Even if the recipient knows who you are, they may not know that the return address belongs to you, especially if it is different from your actual name.

Make sure that you have used the correct grammar, punctuation and spelling. Microsoft's spell check can be set to automatically check your spelling and grammar. A message with spelling mistakes, etc can be misunderstood. Use your built in spell-checker. Read through your email before you send it.

Do not forward chain letters. Assume that most of them are hoaxes.

Avoid long sentences. Try to keep your sentences to a maximum of 15 – 20 words. Especially as email is meant to be a quick means of communication.

Answer email promptly. People send email because they want a fast response, so each mail should be responded to within 24 hours and if possible within the same working day.

Avoid using URGENT and IMPORTANT unless the message actually is urgent or important.

You should assume that email on the Internet is not secure, unless you are using an encryption device (hardware or software.) Never put in an email anything you would not put on a postcard.

Don't attach unnecessary files (especially if the person is paying for access time) as this can annoy people and bring their system down.

Personalise your email – an automatically generated message is generally not a good option without at least putting in the recipient's name.

Have good virus software in place. There is nothing worse than getting a virus sent along with a message.

Structure and layout is vital as it is much more difficult to read an email off screen than off paper.

Avoid using the high priority option unless it is vital. We all know what happened to the little boy who cried wolf. If you overuse the high priority option it looses its function when you really need it.

These rules and tips are especially relevant when one considers the volume of emails being sent and received.

None of the above 'rules' can actually be enforced. In the business environment it is however, easier to enforce. This can be done by creating a written email policy. This email policy should include all the do's and don'ts concerning the use of the company's email system and should be distributed amongst all employees. Then, employees should be trained to fully understand the importance of email etiquette. Finally, implementation of the rules can be monitored by using email management software and email response tools.

In order to get the principles of netiquette known and accepted by as many people as possible, this mail and others like it, should be distributed and discussed widely. People need to learn about netiquette and how it affects them so that it can be common knowledge and practiced by all.