• Explain what typical emails inside an organization look like and their key features
• Describe the main features of memos

Internal Written Communication

You probably learned about table manners, thank-you notes, and other forms of etiquette when you were younger. Many people believe that the way you conduct yourself says a lot about who you are, and by extension, the organization that you represent or work for. Although many companies have a casual dress code, don’t be quick to assume that protocol and established practices aren’t important. It’s a mistake to misinterpret a lack of formality as a lack of professionalism.

Email has become the most accepted method of communication in most businesses, whereas text messages, instant messages, and messages through social networks can also be commonplace depending on the company. Since the use of these channels varies by company and even by department, it is crucial to be aware of etiquette when using any of these methods of communication.

Method of Communication

One way to practice etiquette when communicating in a business setting is to take time to choose your method of communication carefully. Letters, memos, proposals, and other written communication are considered formal, whether they are sent on paper or transmitted via email. However, text messages, instant messages, and social media messages are more informal methods of communication and are best used to communicate less formal information. Text and instant messages should never be used to communicate company policies, proposals, pricing, or other information that is an important part of conducting business with customers.

Office Email DOs

• Do use an email subject line that clearly tells the recipient about the content of the email. For example, a title like “New Promotional Materials” might be too vague if you have several promotions running at the same time, instead try “Spring 2018 Housewares Promotion.”
• Do create a short, concise message that uses proper grammar and spelling—use spell-check to be sure all words are spelled correctly. Use uppercase and lowercase letters as grammar dictates.
• Do proofread carefully. Look for missing words or extra negatives (such as not), which make your meaning the opposite of what you intend.
• Do use email, text messages, and instant messages according to your company’s practices. Use with your customers only when you need to communicate factual information such as to confirm the meeting date, time, and location.
• Do use social networking sites to join the conversation and add value—you can build your personal brand by creating a blog or joining a professional conversation on social networking sites such as X or LinkedIn.

Office Email DON’Ts

• Don’t use all capital letters in an email. It will appear that you are shouting or angry.
• Don’t use “Reply to All” unless it’s absolutely necessary that all the recipients see your response. Be selective to avoid mailbox overload. Use your best judgment about whom to CC.
• Don’t send an email, text message, or instant message when you are angry or in an extreme emotional state. Take the time to think about what you send because you can’t take it back after it’s sent.
• Don’t use abbreviations like “ur” or “2b.” This is usually not appropriate language for business communication. It’s easy to forget to adjust our language for professional purposes since we use electronic communication methods with friends and acquaintances.
• Don’t use company email, text message, or instant message accounts to send personal correspondence. All communication that takes place on company hardware and servers is property of the company.
• Don’t use text messages, instant messages, or social media to communicate information such as pricing, proposals, reports, service agreements, and other company information that should be sent using a more formal method.

Permanence of Written Communications

It’s also worth noting that in all these methods, your communication is permanent. Businesses have internal policies about how they maintain records, including electronic communications, so always take the time you need to write a complete and accurate message using the tone and style preferred by your organization. 

In addition, once a message is sent, whether it’s an email, a report, a social media post, or any digital correspondence, it can live indefinitely and be shared and forwarded beyond the sender’s control. Your written messages can have a lasting impact on your professional reputation and relationships.

Mass Layoffs by Email^[1]

According to business consultant Alison Green, the best practice when layoffs are necessary is to “do it with a real conversation, not an email.”^[2] However, at very large companies that decide to implement a mass layoff of many employees, individual meetings with all affected employees may not be possible. Instead, employees may receive an email the day before announcing that the layoff will happen and that those affected will receive an email at a pre-determined time. Since many people check their email infrequently, the notice ahead of time lets employees know they should check their inbox.

If you are a manager and have to write a layoff email, don’t do what PagerDuty CEO Jennifer Tejada did. In her email to employees, the news about laying off 7% of the workforce is only mentioned for the first time after five paragraphs of text. Immediately after discussing the layoff, she announced the promotion of a senior executive. As she wound down the message, she also included a quote from Dr. Martin Luther King, Jr.:

[T]he ultimate measure of a [leader] is not where [they] stand in the moments of comfort and convenience, but where [they] stand in times of challenge and controversy.^[3]

The email was immediately forwarded. Criticism on social media called out the email’s insensitivity, liberal use of doublespeak, and the inappropriate use of the late civil rights activist’s words. Three days later, Tejada released a written apology which admitted the email was “inappropriate and insensitive” and that she should have been “more upfront about the layoffs in the email, more thoughtful about my tone, and more concise.”^[4]

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