As law offices grow and Internet access is available to all office staff, the time spent dealing with email quickly becomes substantial. Unwanted junk email, personal email correspondence, and internal and external business email all add to the fray. The staff productivity costs are troublesome. The issue of unwanted junk email can be addressed via technological solutions, and the issue of personal email can be addressed via an office email use policy. This article addresses the issue of work-related email, which alone is a significant time burden.
Email is necessary and appropriate for today’s law offices. However, if used inefficiently, internal and external work-related email can reduce productivity. The following email etiquette guidelines can help reduce the time spent with work-related email, and can restore efficiency.
In all email:
1. Be concise.
It takes time to write unnecessary information as well as to read it. Multiply the small time spent on unnecessary information by the several hundred emails received in the office, and the wasted becomes significant. Keep it short and relevant.
2. Answer all questions and think ahead.
Minimize the need for multiple emails to resolve one issue. Answer specific questions raised, anticipate what the reader may need as a result of your reply, and provide the additional information up front.
3. Do not attach unnecessary files.
Large files take a long time to download via dialup connections. This can create problems for attorneys or staff working while "on the road." Personal file attachments coming in to the network from external sources create security issues, and therefore the firm network should not be used for personal attachments. If there is no legitimate work need for the attachment, don’t send it.
4. Do not overuse the high priority option.
The repeated use of this option can come across as aggressive and self-serving. It will lose its functional value simply because others eventually begin to ignore it, thereby diluting its effect. Also, remember that email spammers use this function as they try to encourage recipients to open the junk email. Because spammers overuse the "high priority" label, many individuals simply ignore the label without even opening the email. While there are times where this label is necessary, you can dilute its effect through overuse.
5. Do not write in all capitals.
In the virtual world, the "all caps" format is equivalent to shouting. If you have a need to shout, do it in person. Firm email is not the place to work out differences.
6. Ask yourself whether the message thread is necessary. If not, delete it.
The message thread often is necessary, but for extended conversations the thread can get quite long. The thread also takes up precious space on your firm’s server. On replies, delete either the thread or those portions of it that aren’t needed. If the thread is relevant, consider deleting earlier copies of the email if the thread stays active in a current exchange. Multiple copies unnecessarily consume significant drive space.
7. Do not overuse "Reply to All."
If this function isn’t essential to your email’s message, don’t use it. No one in the firm has the time to read unnecessary email, and it wastes system resources.
8. Do not forward chain letters – delete them.
These letters almost always are a hoax. In any case, they have no legitimate business purpose and unnecessarily expose the network to viruses. If friends or family routinely send such email to your firm email address, kindly ask those persons to stop the practice, and have them send these emails to a personal or home email address.
9. Do not request "delivery and read receipts."
This request often simply annoys the person receiving the request. It also often doesn’t work because the function can be easily blocked. Internally there are few situations that require this function. If you need confirmation that something was received and read, ask for it in the text of your email. This approach is more courteous and has become the accepted standard in the virtual world.
10. The firm network is not confidential. Do not discuss confidential information in email.
You may be comfortable having a confidential conversation over the firm network – but remember, the other person may not. If you avoid discussing confidential information in an email, you avoid unintentionally worrying others.
11. Do not make or forward libelous, sexist or racially discriminating comments in emails, even if meant to be a joke.
This is a fast track to discipline, as the act exposes you and the firm to expensive law suits. What may be funny to you may be highly offensive to another. Don’t assume otherwise.
12. Do not use "URGENT" or "IMPORTANT" in the subject line unless the matter truly and absolutely is urgent and important. Remember, email seldom is that urgent or important.
Remember that "all caps" is the virtual equivalent to yelling. When you use "all caps" to emphasize urgency or importance, your email may not be well received. Further, remember that all of the work your firm does is considered important.
13. Do not reply to spam, not even in an attempt to remove yourself from the spammers email list.
Replies that request removal from the spam list often will ensure that you will continue to receive additional spam. This is because your "request removal" email confirms that your work email address is operable. Just delete the spam, and remove it from your "Deleted Items" to save system resources.
14. Use cc: sparingly.
Many times the individual/s receiving the cc: is uncertain as to why they were copied in. The email typically doesn’t clarify who is responsible for taking action on the email or who is to receive the reply. What ends up happening is "reply to all" gets selected and unnecessary email volume grows. If you use cc: consider placing a concise statement as to why. Example "cc: to attorney as an FYI, paralegal will follow up."
15. If a reply isn’t warranted don’t send one.
It’s all about time, and the fact that neither the sender nor the recipient has enough of it to tolerate waste. Don’t waste such valuable time. A "thank you" reply followed by a "you’re welcome" response wastes time and system resources. In a law office setting, appreciation for each others’ efforts is understood.
16. No Public Flaming. (Messages sent in anger.)
A "flame" is a message sent in anger, and usually is confrontational. Such email sent to a broad audience only exacerbates the situation, and in most instances the sender later regrets sending the "flame." Flaming serves no purpose, and does not contribute to a positive and productive work setting.
For External Email:
1. Review for proper spelling, grammar and punctuation.
Email presentation reflects the firm’s public presence, so make it professional.
2. Consider creating templates or pre-formatted email for use with questions or issues that arise frequently. Share your templates with other firm members.
It’s all about efficiency, and sharing time-saving ideas and knowledge is one of the simpler ways to increase efficiency.
3. Answer quickly or acknowledge receipt.
Typically, business customers use email because they want a quick response. You should either reply within 24 hours, or send an acknowledgement assuring the sender that you will respond within some given time period. Be certain to follow through.
4. If you are sending out sample forms, include a disclaimer!
The disclaimer will help protects you from liability. There are plenty of available Disclaimer samples. See your firm administrator if you don’t know where to find them. For increased efficiency, you can insert the disclaimer language into a "macro" format command, which will allow you to quickly insert the disclaimer whenever you need it.
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