How to Use Polite Expressions in Emails

Polite expressions in emails – what is language etiquette?

In other words, using suitable opening and closing phrases tells the recipient that we are courteous and know how to communicate professionally.

The days when business correspondence was mainly conducted by post are long gone. Email is now the dominant form of communication. Most of us write dozens of messages during a typical working day, sending them to colleagues, clients, suppliers or managers.

Unfortunately, despite our experience with correspondence, many people still make a wide range of mistakes, usually because they are unaware of accepted conventions. This can ultimately put the recipient off.

The correct structure of a formal email

Every message should contain three elements:

• an opening (the greeting);
• the main message (for example, a query, complaint or announcement);
• a closing.

This article does not focus on the middle section – the main body of the message. However, it is worth remembering that, whoever the recipient is, you should follow the principles of language etiquette – address people courteously, without insulting them or pressuring them into taking a particular action or decision.

Before analysing opening and closing phrases, first consider who you are addressing. The following questions may help:

• Do I know this person? (Not necessarily personally – have we corresponded before?);
• What is the recipient’s role? (Are they a professor, your manager, a colleague or a public official?);
• Do I know how they wish to be addressed? If not, can I use their name or role without making assumptions about gender?
• What level of formality is appropriate? (Are they a peer, a junior colleague or someone more senior?).

Once you have considered these questions, it will be easier to choose suitable opening and closing phrases. It is also important to make sure they match: the beginning and end of the email should have a similar level of formality.

Opening phrases for polite emails

Every message should begin appropriately. Going straight to the point is acceptable when continuing an existing exchange, but you should not skip the greeting when contacting someone for the first time.

Which polite expressions can be used at the start of an email?

• Dear Mr Smith / Dear Ms Smith – when you know the recipient’s name and their preferred form of address;
• Dear Sir or Madam – when you do not know the recipient’s name and cannot identify a more suitable contact. Where possible, find a named recipient instead;
• Dear Professor Smith / Dear Dr Jones – when the recipient’s professional or academic title is relevant and you know how they are normally addressed;
• Dear Alex / Hello Alex – when you know the person and have already exchanged emails, or when the workplace culture is relatively informal;
• Dear colleagues / Hello everyone – suitable when writing to a team or group of colleagues;
• Good morning / Good afternoon – useful in professional correspondence, particularly when you know when the message is likely to be read. If the email may be read later, Hello is more flexible.

Is starting a formal email with “Hi” a mistake?

A commonly debated issue is whether it is appropriate to begin a formal email with “Hi” or “Hey”. The answer depends on the relationship and the organisation’s culture. “Hey” is generally too casual for a first contact, a senior recipient or a formal application, while “Hi” may be perfectly acceptable in an established, friendly working relationship.

When in doubt, choose a more formal greeting such as “Dear Ms Smith” or “Dear Professor Jones”. It is usually better to begin formally and become more relaxed once the tone of the correspondence has been established.

Punctuation and formatting after the opening

In British English, a comma is normally used after the greeting in a less formal email, for example, “Dear Alex,”. A colon can be used in particularly formal business correspondence, although it is less common in everyday emails. Leave a line between the greeting and the main message, and begin the first sentence with a capital letter. Do not combine a full stop after the greeting with a new sentence in the body.

Polite closing phrases

The greeting and main message are ready, so it is time to finish the email. Which closing phrases are appropriate in a formal message?

• Yours sincerely – when you know the recipient’s name;
• Yours faithfully – when the email begins with “Dear Sir or Madam”;
• Kind regards – a professional, flexible option suitable for most workplace emails;
• Best wishes – warmer and more suitable for semi-formal or friendly correspondence.

Is using “Best regards” a mistake?

Not every email requires a highly formal closing. Expressions such as “Kind regards”, “Best regards” and “Best wishes” are widely accepted in professional correspondence. They work particularly well in semi-formal or collegial emails. However, for a first contact, a formal application or a sensitive business matter, “Yours sincerely” or “Yours faithfully” may be more appropriate.

Punctuation and formatting after the closing

In British English, a comma after the closing is common but optional, depending on the style used. Put your full name on the next line, even if the recipient can identify you from your email address or signature. Adding your job title and contact details can also be helpful in professional correspondence.

Example of a formal email

Here is an example of a formal email that follows the guidance in this article:

Dear Ms Taylor,

Thank you for taking the time to read my message. I have summarised the key points below and would be grateful if you could consider them. Please do not hesitate to contact me if you need any further information.

Kind regards,

Emily Carter