Don't be a troll: Debrett's advice on email etiquette

Debrett’s has issued the guidance after ‘a bad week for customer service’
For those prone to anger, the etiquette experts warn: ‘Keep your message concise and accurate’ and warns against ‘excessive punctuation’
Unlike a phone call, emails can come back to haunt their authors

By Ned Donovan For The Mail On Sunday

Published: 01:42 BST, 1 October 2017 | Updated: 01:43 BST, 1 October 2017

It has been the bible of old-fashioned etiquette for British society for more than three centuries. And now Debrett’s has entered the 21st Century by dispensing advice on the thorny issue of how to complain by email.

Debrett’s has issued the guidance after ‘a bad week for customer service’, citing the woes of Ryanair and Southern Rail.

‘One step more anonymous than a phone call, electronic communication can tempt us to give in to our inner troll,’ the instructions note.

‘One step more anonymous than a phone call, electronic communication can tempt us to give in to our inner troll,’ the instructions note

‘However, remember that an actual person will read your message, so be just as polite as you would be over the phone.’

For those prone to anger, the etiquette experts warn: ‘Keep your message concise and accurate. Excessive punctuation or capital letters will undermine your credibility.’

Unlike a phone call, emails can come back to haunt their authors and Debrett’s reminds aggrieved consumers to ‘remember that emails can be recirculated indefinitely, so don’t write anything you might regret.’

But some members of polite society have taken issue with Debrett’s.

For those prone to anger, the etiquette experts warn: ‘Keep your message concise and accurate. Excessive punctuation or capital letters will undermine your credibility.’

Sam Taylor, editor of The Lady Magazine, said: ‘If you are going to complain, the least you can do is take out a pen and paper and write one by hand.

‘Everyone should think before they do anything, “Would the Queen do this?”’