Professional Email Etiquette

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Service learning is a great way to strengthen professional skills. The purpose of this training is to help service learning students learn some general rules about email etiquette and understand how to use email in an appropriately professional way. Note that standards vary by agency and must be discussed with each agency and supervisor.
It will take about 10 minutes to complete this quiz. You must score 100% in order to pass the training. If you score 100%, you will be emailed a certificate to verify that you have successfully passed Read morethis training. If you do not score 100%, you will need to try again.

Questions and Answers

1.

Watch this 5-minute video on Professional Email Etiquette then answer each question below. It will take about 10 minutes to complete this quiz. Remember You must score 100% on this quiz in order to pass the training, otherwise you will need to try again.
2.

According to the video, you should use a unique, personal email address like "[email protected]" instead of your boring loyno.edu email address because it adds flair to your emails.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
Always use an official, standardized email address when sending emails for work, an internship, or service learning. Email addresses like "[email protected]" are often perceived as juvenile or unprofessional.

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3.

According to the video, you should always proofread professional email messages for spelling and grammar mistakes before sending.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
Spelling and grammatical mistakes in business-related emails tell the reader that you are careless or have poor writing skills.

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4.

According to the video, longer emails are always better than short, concise emails. That way you can explain yourself and show your supervisor how much you know.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
Short, to-the-point, concise emails are always better than long, rambling emails as long as they aren't impolite or curt.

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5.

According to the video, it is a good idea to start your emails with a brief pleasant greeting such as "hope you are doing well" before asking your question or saying what you need.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
Immediately stating what you want or need can be perceived as impolite or demanding. It is always a good idea to begin an email with a short pleasant greeting.

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6.

According to the video, it is a good idea to type emails in CAPSLOCK to make sure your message gets read and your point gets across.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
Using all capital letters can be a sign that you're angry, displeased or yelling.

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7.

After watching this video, which of the following do you think would be best way to email your service learning supervisor to let them know you cannot come to your assigned shift?
- A.
  
  "Dear Ms. Sarah, I'm sorry, but I have a doctor's appointment on Thursday when I'm supposed to volunteer. I would like to come a make up my two hours on Friday, if that is alright with you. Please let me know at your convenience."
- B.
  
  "Yo, can U plz call me and let me know when I can make up my hourz?"
- C.
  
  "Hi, I can't come today. Call me to tell me when I can make this up."
- D.
  
  Don't email them at all; just mention it the next time you come.
Correct Answer
A. "Dear Ms. Sarah, I'm sorry, but I have a doctor's appointment on Thursday when I'm supposed to volunteer. I would like to come a make up my two hours on Friday, if that is alright with you. Please let me know at your convenience."

Explanation
Always address supervisors respectfully. You are responsible for contacting your agency to explain any absences and schedule any make up hours. Always include a brief explanation of the reason for your absence. Be candid, honest and straightforward. Contact your agency supervisor as soon as you know you will miss your shift; do not wait until your shift has started or after your shift. Ask about possible make-up times. Say "please" and "thank you."

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8.

The last few questions in this quiz are based on common sense professional etiquette. How often are you expected to check your loyno.edu email address?
- A.
  
  Once a week
- B.
  
  Several times an hour
- C.
  
  At least once a day
- D.
  
  Once a month
Correct Answer
C. At least once a day

Explanation
You are responsible for all messages and information sent to your loyno.edu email address. It is the official means of communicating with you while you are a student at Loyola. You should check it at least once a day and send any replies necessary.

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9.

Most people have lots of new messages when they check email. Which email messages do you really need to read?
- A.
  
  Every single email, even event announcements, spam, auto-replies, and advertising.
- B.
  
  Only messages marked as high priority or urgent.
- C.
  
  Only messages from close friends or family members.
- D.
  
  Only the most recent messages at the top of the list.
- E.
  
  All messages from supervisors, professors or other people you're working with on important projects.
- F.
  
  Only birthday reminders from Facebook.
Correct Answer
E. All messages from supervisors, professors or other people you're working with on important projects.

Explanation
You must read and respond to all emails from supervisors, professors, or others you're working with on important projects, whether or not they are marked as urgent and whether or not they are the most recent messages at the top of your list. Many new messages can be ignored such as spam and advertising.

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10.

How quickly should you be expected to reply to an email message from a professor or service learning supervisor?
- A.
  
  Within an hour of when the message was sent
- B.
  
  Within a week of when the message was sent
- C.
  
  You shouldn't reply via email, you should call instead
- D.
  
  Preferably within one day of when the message was sent, but within two days at most
Correct Answer
D. Preferably within one day of when the message was sent, but within two days at most

Explanation
It is a good professional rule of thumb to read and reply to an important email within one to two business days of receiving it.

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11.

Imagine you receive the following email from your service learning supervisor. Which of the options below is the best reply?
- A.
- B.
- C.
- D.
Correct Answer
C.

Explanation
Option C is the most courteous and complete response. Option A was sent too late. It does not answer the original questions (Will you be here for your next shift? and When will you schedule your make-up hours?), and it shows disrespect and disregard for the service learning commitment. Option C rambles, provides too much unnecessary information, and does not answer the original questions. Option D is sent too late and inappropriately asks the supervisor to call the student about rescheduling, when it should be the other way around.

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12.

True or false: You are not responsible for knowing or responding to information contained in emails you haven't opened or read yet.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
You are responsible for knowing the information contained in emails sent to you by Loyola University, your teachers and your service learning supervisors within a reasonable amount of time (1-2 business days). If requested, you are also responsible for replying or responding with appropriate information. Not having read an email message is no excuse.

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13.

According to the video, it's generally OK to use abbreviations like "plz" and "U" in emails to your service learning supervisor.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
Abbreviations, slang and colloquialisms should never be used when sending email in a professional setting.

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14.

Why is it not a good idea to include italics, colors, special fonts, emoticons, or backgrounds in email?
- A.
  
  Some people don't like them
- B.
  
  Some email programs don't support them and your recipient won't see them
- C.
  
  They can be unprofessional
- D.
  
  They can send a message other than what your email is really about
- E.
  
  All of the above
Correct Answer
E. All of the above

Explanation
Reading and sending email should be efficient and straightforward. The content of the message is what matters, not cute graphics, pretty colors, or fancy fonts. Many recipients may experience technical problems reading your message if you include too many customized features.

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15.

You should always be sure your full name is included at the end of every email, whether in a signature or whether you type it at the end of the message.
- A.
  
  True
- B.
  
  False - people can tell from your email address who you are
Correct Answer
A. True

Explanation
It is unprofessional not to include your full name at the end of every email message. Do not expect your recipient to automatically recognize your email address. The best practice is to save a standard, professional signature in your email program.

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16.

According to the video, the rules of appropriateness for emails to your service learning supervisor are the same as those for emailing your friends.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
The standards of appropriateness are quite different depending on the recipient of your email. You should adopt a much more professional tone in emails to your service learning agency.

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Current Version
Mar 15, 2022

Quiz Edited by
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May 10, 2013

Quiz Created by

Professional Email Etiquette

Watch this 5-minute video on Professional Email Etiquette then answer each question below. It will take about 10 minutes to complete this quiz. Remember You must score 100% on this quiz in order to pass the training, otherwise you will need to try again.

According to the video, you should use a unique, personal email address like "[email protected]" instead of your boring loyno.edu email address because it adds flair to your emails.

According to the video, you should always proofread professional email messages for spelling and grammar mistakes before sending.

According to the video, longer emails are always better than short, concise emails. That way you can explain yourself and show your supervisor how much you know.

According to the video, it is a good idea to start your emails with a brief pleasant greeting such as "hope you are doing well" before asking your question or saying what you need.

According to the video, it is a good idea to type emails in CAPSLOCK to make sure your message gets read and your point gets across.

After watching this video, which of the following do you think would be best way to email your service learning supervisor to let them know you cannot come to your assigned shift?

The last few questions in this quiz are based on common sense professional etiquette. How often are you expected to check your loyno.edu email address?

Most people have lots of new messages when they check email. Which email messages do you really need to read?

How quickly should you be expected to reply to an email message from a professor or service learning supervisor?

Imagine you receive the following email from your service learning supervisor. Which of the options below is the best reply?

True or false: You are not responsible for knowing or responding to information contained in emails you haven't opened or read yet.

According to the video, it's generally OK to use abbreviations like "plz" and "U" in emails to your service learning supervisor.

Why is it not a good idea to include italics, colors, special fonts, emoticons, or backgrounds in email?

You should always be sure your full name is included at the end of every email, whether in a signature or whether you type it at the end of the message.

According to the video, the rules of appropriateness for emails to your service learning supervisor are the same as those for emailing your friends.