Things You Need to Know

Business Etiquette

Openings & Closings

April 10, 2008

Among the most frequently asked questions I receive from members of the T-Ball Generation, especially as they prepare to begin their very first jobs, goes something like this: “So when my boss asks me to send an e-mail to ‘Joe Black,’ how do I open the e-mail (‘Dear Mr. Black,’ ‘Dear Joe,’ or ‘Hi Joe’), and what is the appropriate close (‘Regards,’ ‘All the best,’ ‘Ta-ta’)?”

It turns out that members of the T-Ball Generation are not the only employees who are stymied when it comes to opening and closing e-mails. Brian Moore, regular “@ Work” columnist with the New York Post, notes that many employees “obsess” over this issue. (See “The Long Goodbye,” 04/07/08, page 38-39) or read on-line at www.nypost.com/seven/04072008/jobs/the_long_goodbye_105350.htm. In his article, Moore notes that some netiquette experts maintain that every e-mail written at work should be viewed as a formal business communication. That means only more formal openings and closing are appropriate. Others, however, argue that e-mail by its very nature is intended to be informal, permitting what I would view as quirky openings and closings (“Rock on”).

More junior employees can avoid crossing the line that separates what is and is not business-appropriate by keeping the following in mind:

Consider the recipient. E-mails intended to ask a quick question or provide information to a peer or close colleague may incorporate more informal openings (“Hey there,” “Hi”) and closings (“Best” and “Thanks much”). When communicating with supervisors, clients and customers, however, adopt a more formal tone (“Dear,” “Good morning,” and “Regards” until the recipient invites you to do otherwise.
Consider the content. An e-mail that communicates critically important information about a client or project should be more formal than the quick e-mail asking someone if they would like to meet for lunch. Be prepared to adjust your tone—and openings and closings—accordingly.
When unsure . . . ask! When a boss or supervisor asks a junior to shoot a quick e-mail to Joe Black, the junior should immediately ask, “I’ve never met Mr. Black. In this first exchange, would you prefer that I address him as ‘Joe’ or ‘Mr. Black?’” If a junior, for whatever reason, is unable to confer with his or her boss or supervisor, and time is of the essence, play it safe and use a more formal opening and closing.

One additional thought: In tough economic times, supervisors and clients look for juniors to exhibit a more serious approach to their work. It’s yet another factor to keep that in mind when choosing e-mail openings and closings.