Email Guidelines

  1. While at the University of Massachusetts Amherst, use your university email, not your personal email, for all college and university-related communication.
  2. Be mindful that emails you send are retrievable and may exist permanently. Emails sent through the UMass system are considered public records and property. Emails should be professional, concise, and carefully worded to mitigate risks.

Addresses and Subject Lines

  1. Always use a brief but relevant subject heading (avoid using this space for your message).
  2. Always use a greeting and end with your name

General Email Tips

  1. Keep to the subject.
  2. Use proper grammar and spelling.
  3. Do not include e-mailed credit card numbers or social security numbers.
  4. Do not send any names or information that could breach confidentiality.
  5. Do not send angry messages. It is better to make personal contact to discuss issues.
  6. Do not use ALL capital letters to emphasize or highlight your message. This is considered to be rude and can be interpreted as shouting at someone.
  7. Proofread and make sure the appropriate people are on the e-mail.

Replies and Reply-All’s

  1. Only include enough of the original e-mail to continue the thought. Avoid sending a string of previous e-mails. This may not be appropriate.
  2. If you have been sent a question on an e-mail list, send your personal reply to the original mailer only, not the entire list, unless indicated otherwise.
  3. If you are copied on an e-mail, no reply is required.

Signatures

  1. Always use a signature when you can.
  2. Avoid appending long and inappropriate text to your signature.

Courtesy and Timing

  1. Remember to use “please” and “thank you.
  2. Use formal address when indicated such as “Dr., Dean, Professor.”
  3. The standard for a reply is 24 hours during normal business hours when the university is in session.
  4. Use emoticons (smiley faces, etc.) sparingly if at all.

FA 02/19; 9/21/22; 5/17/23 
https://www.umass.edu/languages-literatures-cultures/guides-online-student-behavior-and-communication