Workplace Etiquette Series—Using E–mail Appropriately at Work

By Jessica Kachur

Technology has not only changed the way actuaries perform their work, but it also overhauled the way they communicate. For example, sending letters and documents through the United States Postal Service has earned the title of "snail mail" because it may take several days to get to the receiver. This has been frequently replaced with sending letters and documents in an electronic version, which can arrive to the receiver in a matter of seconds. Enhancements in technology have saved companies and their actuaries time and money, however, it is imperative that these enhancements in technology do not cost the company professionalism and integrity in the communication and delivery of their information. There are several questions that actuaries should ask themselves before hitting the send button.

1. Is my recipient going to understand my message?

   Actuaries do very detailed and technical calculations. When talking with each other we use acronyms and terms that a non–actuary may not understand. If e–mail is the primary vehicle of delivering results, it is important to think about the audience that will receive the message. Determine your addressees' level of understanding of the subject matter, the time they will spend reading the e–mail, and the key points that need highlighted for them. Some information that actuaries need to communicate may be hard to explain through an e–mail. You may need to follow–up with a phone call or face–to–face meeting.

2. Does my e–mail look like a text message?

   Listed below are two responses to a co–worker that sends you an e–mail containing information for a meeting tomorrow:

   Inappropriate response: gr8 c u @ meetn

   Professional response: Thank you for the information. I look forward to discussing this with you at the meeting.

   It is fine to be casual in an e–mail, but even when being casual the e–mail should be written in proper grammar with complete words and sentences. Fortunately, most e–mail servers are equipped with spelling and grammar checking tools. These are very beneficial to avoid simple typing errors. We do not want to jeopardize the knowledge and integrity that we have earned by sending an e–mail that contains language that would be used in a text message.

3. What would be the consequences if my e–mail were forwarded to someone else?

   In grade school we passed notes around the classroom and would get in trouble if the teacher would find it, however, if they did not find it someone would simply throw it away. The consequence was typically being sent to the principal's office and a phone call to our parents. Sending an e–mail can have many similarities to the grade school note–passing example. Once an e–mail is sent, the receiver can forward the message to whomever they choose. Also, a person can get in trouble if the contents of the e–mail are inappropriate.

   E–mails can be distributed accidentally. Instead of hitting the reply button, you could inadvertently hit the reply all button. A good rule to follow when sending an e–mail is, do not send it if you do not want anyone else other than the recipient to read it. You will never know if the recipient ever forwards it to another individual.

4. Am I using my e–mail for purposes other than work?

   A work e–mail address is provided by your employer to help you efficiently communicate with your colleagues and clients. Using them for purposes other than work should be limited. For example, work e–mail should not be used to try to sell the baseball tickets to the game that you are unable to attend. Some employers monitor their employees' e–mails, and if it is being used inappropriately it may effect your position and progression in that company.

As actuaries we have a responsibility to communicate properly. We want to make sure we are getting our message across in a way that portrays our knowledge, professionalism, and integrity. By asking ourselves the questions listed above before sending our next e–mail message, we will be able to adhere to these standards. Aside from gaining as much knowledge in the field of actuarial science, superior communication skills will be a key driver in the development of your career and success as a future actuary.