Answering emails has the same importance as answering telephone messages. Usually an email may more usefully be replied to with a phone call rather than another email (think about that)

Emails need to be sorted into priorities;

• “For your information” emails can be filed without answering.

• “Requests for information and service” emails need to be addressed early, especially if from a customer (or manager).

• General and personal communications can be responded to last.

• Where someone has carried out a request which we made of them, then good manners requires that we respond with a short and simple thank you, just as if we were talking to them - as soon as we receive their email.

As we noted in a previous article; if we are about to reply to an email in a manner that could start electronic warfare, then picking up the telephone and talking to them is a better option.

However, if we are responding to the sender of a company wide email, rest assured that every member of the organisation does not want to have to read our reply, no matter how witty or urbane we may think it is. This applies to personal e-mail (especially if it's an Internet joke or rumor). So the “reply all” option is a general no-go option.

When replying to emails, the common courtesy is to put the reply at the top with the original email underneath. This gives the reader less to plough through to get our response.

Liz Cassidy, founder of Third Sigma International is an author, Speaker, Trainer and Executive Coach and is passionate about facilitating results in the businesses, professional and personal lives of her clients. For more information http://www.thirdsigma.com.au

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