Is there a place for emoticons ( 
, 
, 
), in business e-mails? I’ve discussed this previously (Emoticons in Business E-mail) and since I received several e-mails on the issue this week, I thought I would revisit the topic.
Sparingly and with great discretion is the answer I provide to that question. To which some will argue, as is the case this week in an e-mail from a site visitor, that there is absolutely, under no condition, a place to have a smiley face or winky smiley in a business e-mail.
As with anything, using your better judgment is key. Business E-mail Etiquette is a set of guidelines — not hard and fast, set in stone rules. One could probably find a situation where any rule can be broken and should be bent if it makes sense for the situation at hand.
So in the case of emoticons, I do use them sparingly and with discretion. Rarely do I use them in first contact, nor do I use them with those that I prefer to to maintain an über professional tone.
Probably the fact I use them at all is testament to my being an easy going approachable person. While I believe in e-mailing in an appropriately formal manner, I do not object to a little emotion being shown as communications and relationships grow.
In the case of frowns, I’ve never integrated that emoticon into a business e-mail, as I feel that emoticon will never be taken in the context meant. It could be perceived as pouty and/or minimizing the topic that one is not happy about. (Plus I don’t frown!) If an e-mail includes comments I may not be pleased about or agree with, my natural reaction is to choose my words carefully to relay my disappointment or discouragement with the topic at hand.
But I do use a winky here and there, and here’s why. In most cases, I use a winky when I am having to correct a client or coach them about something they were not aware of or in which they were misinformed. By using a winky, that is a way to “lighten” the correction and let the recipient know that I am providing the information with all the best intentions. This does in fact soften my “advice.”
For example:
Statement A — no winky:
“Think about it this way — if you do not take into consideration the basics of business e-mail etiquette, how will you ever be taken seriously? My goal is to ensure you are taken seriously!”
Statement B — including a winky:
“Think about it this way — if you do not take into consideration the basics of business e-mail etiquette, how will you ever be taken seriously? My goal is to ensure you are taken seriously!
Being my main gig is as a WordPress Consultant and Online Business Coach, folks contact me all the time for assistance on issues they are frustrated with and intimidated by. Using a winky in an e-mail, when needed to soften a correction or mistake, in my experience has resulted in the recipient then being more open to the correction given.
I rarely use any other emoticons or more than one in any given e-mail and this selective approach works for me.
Do you ever use emoticons and when do you think they are appropriate, if at all?
Some More Info for You:
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Judith, I think it comes down to the wider and perhaps over-simplistic guide that if you wouldn’t use emoticons in a typed letter, then just because it’s an e-mail doesn’t alter that philosophy. I think it better to work on the wording to convey the message I intend, rather than an emoticon as a shortcut that may not provide the reaction I hope it will. I note that your recounting of when you use them seems to be for less formal communications than a regular business letter.
On another topic, I know you consistently advise proper use of the caps key. I was surprised this week to realise what an unintentional poor image a lower case I created in me. Must have been doing for some time, and I’ve only just realised! A lesson to me to absorb your wisdom unquestioningly!
Thanks Judith.
Hey, Rodney:
I agree — using of emoticons is dictated by the level of formality and relationship with the e-mailer you are communicating with. You certainly would not use a winkey with a new business contact whose perception of your level of professionalism is important to you. But as you also state, it depends on the message you intent to convey. So much of what we type about is based on one’s discretion — not sure how to teach that!
Small caps do tend to leave a less than polished perception. What I tend to think is the person is lazy. Why else would they not make the minuscule amount of effort required to hit the cap key?
Thanks for your input!