Are you creating a positive, professional impression when you email your hotel guests, meeting planning clients, catering customers, or colleagues?  Are you being efficient and effective, or are you wasting time?  To find out, take this FUN QUIZ.

1. When writing an email message, paragraphs should:

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

Answer:  B.  Short paragraphs are easier to read.  Also, they’re less overwhelming because there’s more white space between them.

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

1. Include all the points in one paragraph.
2. Include all the points in the last paragraph.
3. Use lists with bullets or numbers.
4. Hire an airplane pulling a banner with the information to fly over the office.

Answer:  C.  If you put more than one point in a paragraph, it may be overlooked.  Lists and bullets make each of your points stand out.

1. If you know the recipient is often in a hurry, the best way to send a supporting document is:

1. Put it directly in 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 people are in a hurry, they’re less likely to open an attachment.  Why?  It takes extra time.  People are more likely to read something that’s right in front of them.  To do this, you can either type directly in the message window, or compose elsewhere.  Then, highlight the text, copy, and paste it into the window.

1. When sending a message, you should copy (“cc”):

1. Everyone in the department.
2. Your boss and your boss’ boss – so they know you’re working hard.
3. Only those people who absolutely MUST know.
4. The whole world.  Why not?  Everyone else does.

Answer:  C.  The “cc” function is the most abused function in email.  Don’t be a pain! 

1. When writing a Subject Line:

1. Use something general, such as “Greetings” or “Hello.”
2. Be specific, but brief.
3. Use several sentences.
4. Say, “If you don’t respond, I’ll send Uncle Guido to break your knee caps.”

Answer:  B.  When you’re specific and descriptive, you have a better chance of getting the recipient to open the message.

1. 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.  By the way, “characters” are defined as every letter or space – anytime you hit a key or spacebar. 

Score:

6 = You’re perfect.  (But, you knew that already.)  Keep emailing!
4 - 5 = You’re okay.  You could learn a few tips from my book, Email Etiquette Made Easy (http://www.keepcustomers.com).
3 = You could use some help.  Try my book, Email Etiquette Made Easy (http://www.keepcustomers.com).

Less than 3 = Ugh!  Call me now!  We’ll schedule your intense therapy immediately.

By Kelly J. Watkins, MBA.  Visit:  http://www.KeepCustomers.com to order, Email Etiquette Made Easy (a comprehensive guide filled with exercises and examples) or for tips on communication & customer service!  +1.812.246.2424 or kelly@keepcustomers.com.