Digital Courtesy: Email and WhatsApp Etiquette

Many first impressions in business are now formed through an email or a WhatsApp message. Because the other person cannot hear our tone of voice or see our facial expression, every word we write speaks on our behalf. Courtesy in digital communication therefore requires no less care than face-to-face courtesy, and perhaps even more.

Email Etiquette

Write a clear and meaningful subject line

The subject line is the shop window of your email. Instead of “Information” or “Hello”, a subject that summarises the content, such as “Proposed agenda for the 15 November meeting”, helps the recipient prioritise your email correctly.

Choose your form of address carefully

In a first email and in formal situations, use a respectful greeting with the person’s title and surname. When the other person starts using a more informal tone, you can follow their lead. When writing to international partners, remember that habits around titles and forms of address vary from country to country.

Be brief, clear and stick to one topic

A good business email states what it wants within the first two sentences. If there are several topics, writing them as bullet points or sending separate emails makes it easier to reply.

Use CC, BCC and “Reply All” consciously

Add the people who need to be informed in CC, but an unnecessary crowd reduces the seriousness of the email. Before clicking “Reply All”, consider whether your reply really concerns everyone.

Watch your tone

Words written entirely in capital letters read as shouting, and lots of exclamation marks and emojis undermine seriousness in professional correspondence. If you are writing about a tense subject, it is often a good idea to wait a while and reread the email before sending it.

Reply within a reasonable time

Business emails are generally expected to be answered on the same working day or by the next working day at the latest. If you cannot reply straight away, a short note confirming receipt and saying when you will respond is enough.

WhatsApp and Messaging Courtesy

Mind the time

Messaging apps are as personal as they are fast. Not sending non-urgent work messages outside working hours, at weekends or late at night shows respect for the other person’s private time.

Use voice messages sparingly

Voice messages can be practical, but the other person may not always be somewhere they can listen. In business correspondence it is more courteous to write, and to keep voice messages short if you do send them.

Stay on topic in group chats

In work groups, only messages relevant to the group’s purpose should be shared. Sending a personal matter or a question that concerns only one person by private message protects everyone else’s time.

Do not create “read receipt” pressure

Seeing that your message has been read does not mean it must be answered immediately. Give the other person time rather than sending message after message; if something is truly urgent, a phone call may be more appropriate.

Do not try to fit long discussions into messages

Detailed, sensitive or contentious topics are not suited to messaging. In such cases, a short message asking for a time to talk prevents misunderstandings.

Which Channel When?

• Email: formal correspondence, information that needs to be on record, documents and topics involving several people.
• Messaging: short reminders, confirming times and places, and quick communication when the other person also prefers this channel.
• Phone or video call: urgent, sensitive or discussion-heavy topics.

Choosing the right channel and following each channel’s courtesy rules is an important part of communication skills. We cover these topics in more detail on our Communication Skills and Business Etiquette pages.

Frequently Asked Questions

Is it fine to start a business email with “Hello”?

Yes, especially with people you already know, a greeting such as “Hello Ms Smith” is appropriate. In a first email and in formal situations, “Dear” followed by the person’s title and surname is the safer choice.

Can I message a business partner on WhatsApp?

Yes, if they have said they use this channel or you have messaged there before. It is more courteous to make first contact by email and move to messaging at the other person’s preference.

Is sending a voice message rude?

It is not rude, but in business correspondence it is advisable to keep it short and to send important information in writing as well, since the other person may not always be able to listen.