Emoticons in Business E-mail

Emoticons, which are thought of as sort of silly can when used properly, add clarity to your business e-mail. I don’t use them very often and when I do it is usually a winky-smiley.

This is a winky-smiley:

Many programs, will turn the plain text emoticon (a semi-colon, dash and right parenthesis) into the above graphic.

On those rare occasions where I do use them, I have a definite motive and purpose for doing so. Gratuitous overuse of emoticons can be viewed as amateurish or unprofessional. That is why it is so important that emoticons be used sparingly and with discretion when it comes to business e-mails. Emoticons can benefit your communications when used at just the right time.

When would you use an emoticon in a business e-mail? Here are a few examples of when I will use an emoticon in my business e-mails:

• When congratulating a contact on an accomplishment or personal event they have shared with me — adding a smiley adds to the perception that I am truly happy for them by providing that little visual.
• When I want to ensure that the other side doesn’t take my last comment verbatim or too seriously. For example, when I am giving a client coaching on something they are doing improperly, I always soften the correction with a positive comment on the benefit the correction will bring followed by a winky-smiley.
• Sarcasm doesn’t relay at all in e-mail. That is where having a winky-smiley after a sarcastic comment gives the other side a clue that you are kidding or poking fun. Without a winky-smiley — they may very well take that comment seriously.
• When I send eBay e-mails to buyers confirming their order, shipment and thanking them for their business, I add a smiley so they know I am sincerely pleased to do business with them.

These are just a couple examples where adding a simple emoticon allows you to soften an e-mail’s tone or let the other side know you are pleased or smiling. For the history of and more information on emoticons check out the Wiki page on the subject.

Some More Info for You:

1. Do You Use Emoticons in Business E-mail?
2. Stay Away from Sarcasm in Business E-mail
3. E-mail Etiquette: A Poem