The subject line and the first sentence
Most business email is read on a phone, between other things, by someone deciding in three seconds whether it needs them. Write for that reader. The subject line should say what the message is and what it requires, such as "Budget draft for review by Thursday" and not "Quick question" or "Following up." The first sentence should carry the request, the decision or the conclusion. Background goes underneath, for the readers who want it. A useful test is to imagine the recipient reads only the first two lines, and then to check whether they would know what you need and by when.
Structure that gets answers
- Keep each message to one subject, because the second topic in an email is the one that gets no reply.
- State deadlines as a day and a date, such as Thursday the 14th, and never as "soon" or "end of week."
- Number your questions when you have more than one, so that the reply can be numbered too.
- Name attachments so they make sense on someone else's computer, with the subject, the version and the date.
- Address the message to the people who must act, and copy those who only need to know.
Tone
Plain and courteous is the register for nearly everything. Open with the person's name, write in whole sentences, and close with a thank-you and your name. Sarcasm and jokes that need a tone of voice do not survive the trip. Exclamation marks and apologies should both be rare. Reply within one business day, even if only to say when the real answer will come. Use reply-all only when everyone on the thread needs your answer.
The angry draft and the permanent record
When a message makes you angry, write the reply with the address field empty, and leave it overnight. Difficult, sensitive or complicated matters belong in a call or a meeting, followed by a two-line email confirming what was agreed. Assume that anything you write at work can be forwarded, printed or read aloud in a room you are not in, and write nothing you could not defend there.
Proofreading
Read once for sense and once for errors, and do the second pass aloud or from the bottom up. Check the spelling of every name, every number, and that the day of the week matches the date.
Tip Fill in the address line last. A message cannot be sent half-finished, or to the wrong person, while the recipient field is empty.
