Before using e-mail to communicate, it is important to be aware of the etiquette of electronic communication. The following tips and hints are intended as aids to promote the appropriate and effective use of e-mail, both within OIS and beyond.

1. Keep messages brief and to the point.
   • Who, what, when, why, where…
   • Write when you have something to say and a reason to say it
   • Write to confirm understanding
   • Write to create documentation
2. Consider using the telephone or a face-to-face meeting for handling:
   • Sensitive, difficult, complex, or emotional issues
   • Emergency situations or requests that are time-sensitive
   • Issues that have gone through too many rounds of e-mails without resolution
   • Overly long messages
3. Format messages for ease of reading.
   • Use short paragraphs
   • Keep line length under 75 characters
   • Keep messages under 25 lines
   • Use plain text
4. Keep the content professional.
   • Write with the same respectful tone you use in verbal communications. Exhibit a courteous, conscientious, and generally businesslike manner in the content
   • Use terms that are consistent with other forms of business communications
   • Check spelling, grammar, and re-read for context before sending
   • Be careful with humor and sarcasm; the reader cannot hear the tone of your voice nor see the expression on your face
5. Understand your audience and their preferences for receiving e-mail. If you don't know the receiver's preferences or are unsure, ask before sending. Readers: be sure to communicate your preferences to senders clearly.
   • Does the receiver want to see everything you send?
   • Does the receiver have criteria for what e-mails are wanted?
   • Tip for the reader: Following are examples comments for letting senders know your preferences on types e-mails received:
     • Keep sending this sort of critical information.
     • Send this sort of information to [name] on my team, not me.
     • Don't send me this kind of information
6. Make the "Subject" line informative.
   • Put the action required of the receiver on the Subject line
   • State the subject of the message clearly. Receivers are more likely to read messages they can easily identify and prioritize
7. Put "FYI" at beginning of the Subject line if the message is simply to inform the receiver, no answer is required, and there is no urgency for reading
8. For very short messages, consider putting the message on the Subject line with two asterisks in front and two in back. This will tell the receiver that the entire message is here and there is no need to open the message.
• Example Subject: **Project X: Today's 9:00 mtg in HSB-554 is cancelled**
9. Limit copies (cc:) to those who are involved and really need to know.
   • Do not send to those who you think might want to know or who might be interested
   • Do not use cc: as an information service
10. Minimize use of blind copies (bc:).
11. Use the option "Reply All" sparingly and only when there is a need to inform everyone that received the original message.
12. Use the option "Include message received from sender" when it is needed to understand the reply.
    • Avoid long threads or chains of messages. Use good judgment when deciding where to initiate the end of a thread.
13. Use "High" priority sparingly.
    • Use when receipt of the message is critical. You will probably attempt to contact the receiver using other means as well.
    • Use when the message or a response is time sensitive.
14. Manage your mailbox. Provide timely responses.
15. Avoid replying with overly short responses. Include enough of the original message so that continuity is maintained.
    • One option is to keep original questions and insert your answers in a different color.
    • A response of "yes" to 15 questions is not adequate.
16. Send a "thank you" only when acknowledgement or confirmation of receipt is expected. While a "thank you" for information or feedback is courteous, know your audience's preference for this type of message (see 1. above).
17. General guideline reminders:
    • Know, understand, and follow DHS policies and procedures regarding use of e-mail
    • Do not forward any chain letter – it is unsolicited mass e-mail, otherwise known as "spam" and it is prohibited by policy
    • Keep your personal e-mail use limited, incidental, and to a minimum

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Policy & Procedure(s)

• DHS-070-004, Acceptable Use of Information Related Technology Policy

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Contact

• Name: Natalie Barnes; Phone: 503-947-5499; Email: natalie.s.barnes@state.or.us

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If you have comments about this site, send email to dhs.policyinfo@state.or.us.

Oregon Department of Human Services
500 Summer St. NE E25, Salem, OR 97301-1098
Phone: (503) 945-5944
Fax: (503) 378-2897
TTY: (503) 947-5330