It’s no secret that communication plays a pivotal role in both personal and professional interactions, so why do so many people still get it wrong? Seemingly coined in 1995, the word Netiquette was invented to summarise ‘network etiquette’. The clever word refers to the guidelines for polite and respectful behavior online. Just as manners are crucial in face-to-face interactions, adhering to netiquette principles ensures smooth and productive communication in the virtual realm.

Whilst it seems like common sense to you and I, internet etiquette can be somewhat lacking in today’s modern digital world. We should be treating people online with the same respect and dignity that we would if they were standing in front of us. So why is this so often missed when dealing with real humans online? All too often we see a lack of personability online (Chat GPT has far more manners than some of the internet users I have seen over the years!). Sadly, we’re all familiar with internet trolls on social media, but poor communication can also seep into the professional world, too. 

As professionals, and modern day humans, it’s imperative to maintain positive netiquette to build and nurture relationships. So, let’s dive into why netiquette is so important and how we can ensure we come across personable in a faceless, online world.

Why is Netiquette Important?

Netiquette is not just a set of arbitrary rules; it fosters a positive online environment and enhances the effectiveness of communication. Here’s why it’s crucial:

Professionalism and Reputation

Upholding netiquette standards helps portray professionalism and respectability. Especially in business interactions, maintaining a polite demeanor contributes to a positive reputation and fosters trust with clients, investors, and colleagues.

Clarity and Understanding

Clear and courteous communication prevents misunderstandings and promotes clarity. Proper netiquette ensures that messages are received and interpreted as intended, avoiding potential conflicts or confusion.

Building Relationships

Whether reaching out to potential investors, high-net-worth individuals, colleagues, or customers, observing netiquette demonstrates respect and sets the foundation for building strong relationships.

In the business world especially, netiquette from the very first interaction is vitally important to starting those potentially long-lasting and lucrative partnerships. You only get one chance to make a great first impression, and most of those early communications are inevitably done via email. 

Netiquette in Emails

Email remains one of the most common forms of professional communication, making it essential to understand and apply email netiquette principles. Text can often be misconstrued as rude, blunt, or confusing. To avoid this it’s important to remember the human at the receiving end and consider how your email may come across to them. Some simple steps to follow to ensure clear, professional, and friendly communication are listed below.

• Subject Line Clarity
  Use a clear and relevant subject line to convey the purpose of the email succinctly.

• Professional Tone
  Maintain a professional tone throughout the email. Avoid using all caps (which can be interpreted as shouting) or overly casual language unless appropriate for the context.

• Grammar and Spelling
  Proofread your emails for grammar and spelling errors to convey competence and attention to detail.

• Respect Recipient’s Time
  Be concise yet comprehensive in your emails. Respect the recipient’s time by getting to the point without unnecessary details.

Email Netiquette Examples

Let’s put the above email netiquette into practice with some real-life examples of both poor and great communication. 

Email Example 1 – Poor Netiquette

Below is an example of an email to a client that exhibits poor email netiquette:

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Subject: Urgent Info

Hi,

We need your feedback ASAP. can you send it over now? Thanks.

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Explanation of the poor netiquette in this email:

• Subject Line
  The subject line is vague and uninformative. It lacks clarity about the urgency or specific request, making it likely to be overlooked or misunderstood by the recipient.

• Salutation
  The email starts abruptly with “Hi,” which can potentially be overly casual for a professional communication. A simple change such as including the client’s name, “Hi [Client’s Name],” would be more suitable if you have a more casual, longstanding relationship with the client. Otherwise a standard “Dear [Client’s Name],” will suffice..

• Lack of Politeness
  The request lacks politeness or a please, which can come across as demanding and disrespectful of the client’s time and effort.

• Vagueness
  The email lacks details about what feedback is needed and any specifics about deadlines or requirements. This can lead to confusion and delays in getting the correct information.

• Grammar and Punctuation
  The email lacks proper punctuation and capitalization, which can make it appear rushed and unprofessional.

If you resonate with the above email, don’t panic! We are all guilty of sending a short email due to work stresses, deadlines, pressures from above, or just having an ‘off’ day. But with prior consideration to how this affects your client/colleague connections, you can turn your communications around positively and rebuild those important relationships. It’s also worth mentioning that is it unwise to retaliate to poor netiquette with equally poor communication. This breaks down relationships and affects the ongoing nature of your communications. 

Email Example 1 – Great Netiquette

In contrast, below is an example of the same email to a client, but with excellent netiquette:

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Subject: Request for Feedback

Dear [Client’s Name], (or Hi [Client’s Name],)

I hope you are well. We have an urgent need for your feedback on [specific project or purpose]. Could you please assist us by providing the latest information at your earliest convenience?

Thank you very much for your prompt attention to this matter.

Best regards,

[Your Full Name] [Your Position] [Your Contact Information]

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Explanation of good netiquette in this email:

• Subject Line
  The subject line is clear and specific, indicating the purpose of the email (“Request for Updated Data”). This helps the client understand the nature of the communication immediately.

• Salutation
  The email starts with a polite and formal salutation (“Dear [Client’s Name],”), which sets a respectful tone suitable for professional communication.

• Politeness
  Whilst there is still the need for urgency, the request is phrased politely with a simple “please” and “thank you,” demonstrating respect for the client’s time and effort.

• Clarity and Detail
  The email specifies the reason for the request (“to update the data for [specific project or purpose]”), providing clarity to the client about what is needed and why.

• Professional Sign-off
  The email closes with a professional sign-off (“Best regards,”), followed by your full name, position, and contact information. This ensures that the client can easily identify and contact you if they have any questions or need further assistance.

As we’re in the business of making those first important business connections, let’s put netiquette into practice with a first initial contact to a potential client. This is when netiquette is arguably the most important. As mentioned earlier, first impressions count for everything, especially when trying to initial a business deal. 

Email Example 2 – Poor Netiquette

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Subject: Collaboration Opportunity

Hey,

I saw your article on [specific topic]. It was interesting. I work at [Your Company] and we do [brief description of your services]. Let’s chat sometime about working together.

Thanks.

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Imagine you are a busy, in-demand person receiving hundreds of emails per day, all fighting for the chance to grab your attention. Will the above email persuade you to spend any of your valuable time responding to them? I guess the answer is a resounding no. An initial communication that lacks personability leaves an unsavory taste and more often than not results in an undesirable outcome – a deleted email and a lost opportunity. 

Email Example 2 – Great Netiquette

Here’s an example of a professional initial introduction email to a potential client:

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Subject: Potential Collaboration Opportunity

Dear [Recipient’s Name],

I hope this message finds you well. My name is [Your Name], and I recently came across your insightful article on [specific topic or title]. Your perspective on [mention a key point from the article] really resonated with me, especially given [briefly mention any personal or professional connection].

I am reaching out because I believe there may be an opportunity for collaboration between our organizations. At [Your Company], we specialize in [briefly describe your company’s offerings or services, focusing on how they align with the recipient’s interests or needs].

I would love to explore potential synergies and discuss how we can support each other’s goals. Could we schedule a brief call or meeting at your convenience to explore this further?

Thank you for considering this opportunity. I look forward to your response.

Best regards,

[Your Full Name] [Your Position] [Your Contact Information]

—

From the get-go, the above email shows you have done your research and taken your time to understand the recipient. Building an instant connection and finding common ground will set you off on a great foot and they’re far more likely to at least read the remainder of your message. There is a clear, polite, and professional reason for the email along with a succinct call to action. By following this example as a rough guideline for your initial business communications, you will be placed in a far better position to receive your desired outcome.  

Other Email Netiquette Best Practices

Now you’re off to a great start with your respectful and professional email communications, it’s important to keep the netiquette going for the remainder of your communications. A few additional tips are:

Reply Promptly 

Acknowledge receipt of important emails promptly, even if you need more time to provide a detailed response.

Use Cc and Bcc Appropriately

Use Cc (Carbon Copy) for recipients directly involved in the discussion and Bcc (Blind Carbon Copy) for those who need the information but are not the main recipients.

Avoid Reply All Unnecessarily

Be mindful when using “Reply All” to avoid spamming recipients who don’t need to be involved in the conversation. Similarly, consider when it is necessary to “Reply All”.

Constructive Feedback

When offering feedback via email, maintain a constructive and respectful tone. Focus on the issue at hand rather than criticizing the person.

Netiquette serves as a cornerstone for effective online communication in professional settings. Whether composing emails or engaging in discussions, adhering to these principles ensures that interactions are respectful, clear, and conducive to building successful relationships. By practicing good netiquette, you’ll enhance your professionalism, make a positive impression, and contribute to productive communication within your business environment.