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The Art of Email-Writing and How It Can Make or Break Your Business

Brian Zafron

Emails are ubiquitous. Approximately 183 billion emails are sent every day, which translates into two million every second. For those keeping track at home, that’s officially a boat load of emails. Or, dare I say, a cruise-ship load?

Not surprisingly, a large percentage of these emails are business-related. Solicitations, time confirmations, follow-ups, thank yous, adulterous propositions (often followed by sexual harassment legal notices), the list goes on ad infinitum. However, years of experience as an entrepreneur and discerning email sender/receiver have shown that the majority of emails, even those that are business-related, are not –- I repeat, not –- effectively written.

The pitfalls vary, but the consequences are always the same: a poorly written email leaves an equally poor impression. And, as a freelancer, when your source of income is entirely dependent upon your relationships with clients, often grounded in your email correspondences, you absolutely cannot afford to be less than stellar.

Granted, many people couldn’t identify strong email writing if hit them over the head with a Mac truck, a bulldozer, and Queen Latifah attached. (Dang, that would hurt.) But even if these people can’t identify it, strong email writing will inevitably make a positive impression over time and produce meaningful results for your business.

The art of email writing is rarely discussed, but if you master it, you’re golden. Below are a bunch of tips that will lead to your 40-karat goldenness, broken down into three categories: content, style, and form/technicals.

Content.

Make your purpose clear. The purpose of your email must be easily identifiable. Nobody wants to scour through a labyrinth of sentences that are indirectly related and/or do not contribute to a specific function. Save your “insightful” introductions, backgrounds, and compliments for your mother, or if your mother is busy, perhaps your goldfish or parakeet. Ambiguity, like a hairy American man who wears a speedo at the beach, must be shot dead immediately.

Brand with a meaningful subject line. People decide whether to open, forward, file, or delete an email based upon the subject line. Don’t waste the reader’s time: your subject line should succinctly describe the email’s content. Additionally, if you attempt any gimmicks or unnecessary cleverness in the subject line, your email could strike the reader as spam and wind up in the trash, alongside those free iPod offers, juicer giveaways, and subscriptions to “Amphibian Lover” magazine.

Front-load the nuts and bolts. Don’t assume your reader possesses the time or desire to read the entirety of your email. (Sorry to break the bad news. You’re still a wonderful human being, OK?) The most effective emails place priority information towards the beginning, ideally in the first paragraph. A quick introduction should lead directly into everything the reader needs to know. Time is money. And people like saving money.

Pay attention to tone. In establishing relationships with individuals via email, it’s important to communicate with a compatible tone. Some people insist on no-frills formality. Others prefer an off-the-cuff casualness. Either way, if you don’t strike a resonant writing tone with the other person, your relationship might feel uncomfortable, which translates to shaky ground for business partnerships.

Style

Engage people with your sentences. Don’t write sentences that are indirect and obtuse. Place strong nouns and verbs towards the front that lead to a clearly defined point. Instead of “it has been decided…,” consider, for example, “our company decided…” The epitome of lackluster writing is the passive tense. Make your sentences pop. And here’s another nugget of wisdom: don’t end sentences with prepositions! Instead of “I want someone to eat enchiladas with,” consider, for example, “I want someone to eat enchiladas with me.”

Vary sentence length. Keep your reader engaged with a variety of sentence length. Short sentences are better than long ones. Nothing will confuse and irritate a reader more than a “run-on” that needs to be re-read multiple times in order to decipher it.

Don’t be a pompous jerk. If you think you can impress a reader with an erudite vocabulary, guess again. (See? You weren’t impressed by the word “erudite,” now, were you?) An extensive vocabulary is certainly an asset, but it can’t compensate for direct, quality content. If you need to grab the dictionary to verify the meaning of a word, there’s a strong chance that, even if you use the word correctly, it could sound unnatural.

Form/Technicals

Brevity Is key. Nobody likes long emails. If you overwhelm your reader with an email of biblical proportions, they’re guaranteed to delete it without even reading the first sentence. (OK, maybe that’s exaggerating. But people have short attention spans, and you’re kicking your own ass by not catering to them.) Try to fit your text onto one screen that won’t require scrolling. After all, there’s a good reason web advertisements located “above the fold” cost a lot more than the ones buried down at the bottom: the top half of the screen carries a much greater chance of being viewed.

CC with moderation. Only carbon copy (cc) those parties that are directly involved with the content of the email. CC orgies not only lead to traffic jams in other people’s in-boxes, but create a sense of impersonality between yourself and the principle email recipient. When in doubt, utilize the magic of the blind carbon (bcc) to conceal the addresses of subsidiary recipients.

Throw on your John Hancock. A signature at the end of your email, containing your contact and other relevant information, provides a great touch of professionalism. You might be freelancing out of your parents’ basement, but an informative signature with a catchy logo can help readers rank you in the big leagues. It’s also a terrific way to place the spotlight on products and services you offer.

I know I’ve thrown a lot of information your way, but trust me: it’s all essential for mastering the art of email-writing. If you want a leg-up on the rest of your freelancing competition, take these elements to heart and start implementing them immediately.

I can’t tell you how many times — including everyone from freelancers to Venture Capitalists — the quality of email correspondences has influenced the quality of relationships. For all up-and-coming freelancers, or anyone aspiring to any breed of success in this electronically-driven world, email writing must receive the utmost attention.

If you have any questions you would like personally answered, please feel free to shoot me an email. But be careful: I’ll be judging you.

Leave a Comment
  1. Excellent tips!

    Thanks

    Aloke Pillai

  2. Good advice. Alot to take into consideration when i send out my next email.

    Mary

  3. A good signature is always a nice addition. I like signatures which are nice and simple, doesn’t even need to be an image (probably prefer when they are just formatted text).

    Also, don’t just impulse-reply all the time. Sometimes your first reaction to an email may not be the best. When you are dealing with an irate client make sure you don’t respond in an antagonistic way - it may feel good, but it never helps.

  4. Amazing tips! Thanks.

  5. Thanks for the insight on writing effective emails. I’d have to agree with a lot of what was suggested, because I do a little more than half all ready. I must say, it was a great improvement in response from clients when I even did just try a few things here and there versus when I did less than half of the suggested methods!

    Thanks again!

  6. Gravatar

    Nuruddeen Lewis

    Great post! Which font do you think is best for emails?

  7. Good advice, particularly about brevity and front-loading.

    But “Mac truck” ? Is that the new laptop to take up the opposite end of the spectrum from the MacBook Air?

    (It’s “Mack truck” :) )

  8. Well done! We all know there are too many emails flying around out there. Following a few simple rules can help make them more meaningful to the recipients.

    I remember in school, we were taught how to write a business letter at some point…

    It seems the art of a professional business communication is slipping away from us.

    Thanks for reminding us!

  9. Great stuff. I know that I pay a lot of attention to my emails for their clarity and brevity, because I get so frustrated when people don’t do it for me. I also set up a email signature to look professional and get some extra attention to my website and my blog.

  10. Great article, a couple of smiles in there while i was reading to!
    Some very good points, i think getting to the point of an email is really important, as is an informative subject line, even if you know its an email im not going to like :)
    “don’t end sentences with prepositions!” Pretty certain i’ve been guilty of that a number of times, i definitely sway to the side of the more “casual” style of e-mailer.

    This will most definitely have me thinking long and hard about future emails before i send them, its like strategic email, i like it!

  11. @Andrew - I totally agree. Nothing is more frustrating (and time-wasting) than getting into a textual battle of wits with a client! Just had that situation arise this week, in fact. Rather than fan the flames I pulled the plug and started communicating with the supervisor of the department. Some folks just don’t understand professionalism…

  12. Follow all of the excellent advice in this post

    Use the one sentence paragraph, and space your text

    This makes it easier to scan and you can make sure your sentences aren’t too long

    Consider fitting your email in the subject line so that people don’t have to open it

  13. Thanks a lot for the tips :)

  14. That’s “principAL” recipient. As in the, most important one. Not someone who’s got principles. :)

  15. Thanks for all the comments so far! Email writing strikes me as very neglected art, and it’s nice to see you guys are on the same page.

    @Amy - Smart move on the signature!

  16. Excellent article, Brian. Professional email writing is a skill I have been cultivating for a long time, and I completely agree with both its importance and its impact on client relationships.

  17. Thank you for tips.

  18. Another thing (I’m not sure if it was mentioned) make your paragraphs short. If one paragraph is too long, and all the info is necessary, cut it in half, or thirds.

    Also, make each paragraph have a main point or theme. This makes it easier to scan and to read. I hate seeing giant blocks of text. Maybe that’s just the designer in me.

    One good reason for many of these tips is, an email is not a book or a printed letter. People get WAY more email than letters, so they don’t want to spend as much time reading them. Also, people use email because it’s fast, so, when sending an email, make it a fast read.

    Great article.

  19. @ Tim. A strong point about themes. Our brains work in a manner than enables only a limited intake of information at a time. By categorizing information (by theme, for example), we are able to push this limit…. well, to the limit. Always consider how you will organize your email before starting to write it.

    @ Katalog. My pleasure!

  20. @Nuruddeen. In regards to font, Times and Times New Roman are always safe bets. They are simple and plain - perfect to ensure minimal distraction from the email’s content. Great question!

  21. Hey Brian -

    On the plus side, your tips are good.
    On the negative side, you just killed my follow up to Ten Essential Email Practices article. But at least the info is out there and will hopefully help streamline e-mail correspondence.

  22. @ Creative. Hey! Sorry to steal your thunder!

  23. Thank you for the tips.

  24. I ‘d like to set the following into discussion:

    Is it preferable that we retain the previous mail text when replying or not?

    The positive in doing so, is that it helps all parties
    that are involved, keep in mind the whole story throughout the session.

    The drawback of course, is that after some email replies
    the email looks cluttered and messy.

    I ‘d like to see some advice on that.
    Thank u!

  25. I think the previous message should always be included. Sure, it looks messy, but only if you scroll down, and anyone who scrolls down is naturally interested in the content.

    Besides, I always like to see what the previous conversation has been, since after a couple of days, I even forget what I’ve written.

  26. Thank you for this post. I’ve found it so frustrating that people feel that email is the correspondence that you can squeeze into your first free five minutes. Emails need time and thought put into the writing in order to have your thoughts and tone of voice come across clearly.

    In response the the posed question above, I feel as thought Yes, the previous email in a reply must be included. Most of the time when replying to emails you’re reading multiple messages, so to include the topic of conversation is pertinent to the reply.

  27. As a student, I have learned how to write business letters instead of emails, leaving me unsure of how to correspond with people in the business world. Thank you for the tips and I will be sure to apply them when sending emails.

  28. Great advice - I featured it on my student blog because I think my generation is increasingly distant from “old-school” correspondence (both personal and business) and less comfortable communicating professionally because of the informality of our current technology.

    One bit of advice I’ve learned myself (sometimes the hard way): avoid subtle humor, ESPECIALLY sarcasm. It’s not only tricky to pick up nuances via e-mail, but in business writing, it can come off as unprofessional. Wait until you’ve developed a rapport before testing the comedy waters.

  29. Clear, concise and amusing :) Thank you!

  30. This is a great piece,
    Thank you.

    I have one late posting comment to add.
    Only use reply if you are replying to a message; otherwise start a new message. Using reply to pull up the recipients e-mail and then writing on a new subject turns finding a past e-mail into a nightmare. As you said in your article use a meaningful subject line, referencing an old subject muddies that message.

  31. I’m stuck on…”If you want more information, just shoot me…” nooo, I can’t say it.
    I really dislike ending an email with “Shoot me an email”…. it’s so over used.
    Even you Brian (no offense Bri-Guy) are guilty of resorting to using this completely unoriginal phrase. I’m surprised, as I’m judging you! Ha

    So then what are our options? I sure can’t think of any. Can you?

    P.S. Wondering if I come off sounding bitchy or sarcastic…. don’t mean to. Judgment time for Lisa.

    Another post script. My vote is for keeping previous message in reply.

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