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Are you creating a positive, professional impression when you send email to your colleagues and customers?  Are you being efficient and effective when you send messages, or are you wasting time?  To find out, take this fun quiz.

• 1. The tone of a professional email message should be:

1. Conversational. 
2. Formal.
3. Casual - like the tone you use with friends.

Answer:  A.  In email, professional translates into conversational - not too casual and not too formal.  You may be as casual as you like with friends.  You may break all the grammar and punctuation rules, if you want.  But, that is not true for communicating with clients and colleagues.  Business correspondence should be professional. 

• 2. When beginning to type an email, start with:

1. The addressee's email address.
2. The message.
3. The addressee's name.
4. "Hi, friend."

Answer:  C.  When you start a message with the addressee's name it is more personal.  It also helps avoid miscommunication and confusion.  If you begin a message without the addressee's name, the person does not know for sure if the message is intended for him/her until he/she reads it.

• 3. When writing an email message, paragraphs should:

1. Be long.
2. Be short.
3. Be indented.
4. Be invisible.

Answer:  B.  People will not invest time reading messages that appear too long or tedious.  Short paragraphs appear easier to read because there is more space between the print.  There is also less chance that the reader will miss an important point by reading too quickly.

• 4. The best way to make several points in an email is:

1. Include all the points in the first paragraph.
2. Include all the points in the last paragraph.
3. Use lists with bullets or numbers.
4. Put it on a banner and rent an airplane to fly over the office pulling the banner.

Answer:  C.  If you put more than one point in a paragraph, it may be overlooked.  Lists and bullets make your points stand out.  They are also easier for the person to see.

• 5. At the end of an email message, you should include:

1. Only your name.
2. Only your name and company.
3. All your relevant contact information.
4. A picture of your pet python and twin tarantulas.

Answer:  C.  Provide people with all the information they need to contact you - in whatever way is most convenient for them.  They may prefer the telephone or regular mail over email.

• 6. If you know the recipient reads emails quickly and is often in a hurry, the best way to send a supporting document is:

1. Paste it into the body of the message.
2. Attach it as a separate document.
3. Type slowly.
4. Have it delivered by carrier pigeon.

Answer:  A.  When the recipient is in a hurry, he/she will be less likely to open an attachment because it takes extra time.  The person is more likely to read something that is pasted right in front of him/her - in the body of the message.

• 7. When sending a message, you should copy ("cc"):

1. Everyone in the department - just in case.
2. Your boss and your boss' boss - so they know that you are working hard.
3. Only those people who absolutely need to know.
4. The whole world.  Why not?  Everyone else does.

Answer:  C.  The "cc" function is the most over used and abused function in email.  Don't be annoying!

• 8. When writing a Subject Line:

1. Use something general, such as "Greetings" or "Hello."
2. Be specific, but brief.
3. Use several sentences.
4. "If you do not respond, I will send someone to break your knee caps."

Answer:  B.  A generic Subject Line does not tell the recipient anything.  The

more specific you are, the better chance you have of getting the recipient to

open the message.

• 9. To write a concise email message:

1. Omit wordy phrases.
2. Use very small font (8 point).
3. Type fast.
4. Omit every other letter.  "Oi eey ohr lte."

Answer:  A.  An effective method for concise writing is to omit unnecessary

words.  For example, use, "now" instead of "in the immediate future" and

"twice" instead of "on two different occasions." 

• 10. When possible, email messages should be:

1. Extremely detailed, even if the message is quite lengthy.
2. Kept to one screen.
3. Forwarded to the author of a cartoon for future material.

Answer:  B.  Most readers will not take time to read more than one screen.  The shorter the message is, the better chance you have of getting it read.

• 11. How much space can typically be viewed in the Subject Line?

1. 25 - 35 characters.
2. 25 - 35 words.
3. 50 - 75 characters.
4. 50 - 75 words.

Answer:  A.  Characters are defined as every letter or space.  In other words,

every time you move the space bar, it counts as one character.  The subject

line that appears in most people's email will display approximately 25 - 35

character.

• 12. When responding to a message regarding the best time for a meeting, you should select:

1. Reply All.
2. Reply.

Answer:  B.  You should "Reply" only to the meeting coordinator.  Then, he/she can select the best time and notify everyone.  The "Reply All" button will send a response to everyone who was sent the original message.  They don't need to know your schedule. 

Score:

12 = You are perfect.  (But, you knew that already.)  Keep emailing!
9 -11 = You are okay.  Be a little more cautious, though. 
You could learn a few tips from my book, Email Etiquette Made Easy (http://www.keepcustomers.com/).
6 - 8 = You could use some help.  Try my book, Email Etiquette Made Easy (http://www.keepcustomers.com/).
Less than 6 = Oh, my.  I can help!  Just send me an email.

Kelly Watkins, MBA, is President of Expressive Concepts based in Louisville, Kentucky, USA.  She is an international consultant who helps managers and executives to lead more effectively, communicate more efficiently, and serve customers more exceptionally.  For resources, articles, & tips: http://www.keepcustomers.com/ & http://www.leadershiparabwomen.com/.