Considerations for Handling Incorrectly Addressed Emails
Business professionals from diverse backgrounds weighed in on the various situations that could lead to incorrectly addressed emails and considerations to keep in mind when an email is sent to the wrong recipient. Here are the key points:
As a busy professional who is handling hundreds of emails every day, incorrectly addressed emails and those sent to you mistakenly can seem like a waste of your time and distraction from other pressing issues. However, keep in mind that your handling of the emails you receive, even those incorrectly sent to you, is a reflection of you and your organization.
Senders from outside your organization maybe existing or potential customers, therefore, your response or lack of will reflect on your organization positively or negatively. Senders from within your organization also depend on you to react in a supportive and professional manner. An urgent email delivered to the wrong recipient could lead to massive loses if handled wrongly.
Therefore the best approach for handling incorrectly addressed emails is to provide a short, courteous and helpful response to the sender informing them of the error and providing the proper address or directing them to the right source of information/support.
Sample: Short Courteous Response to an Incorrectly Addressed Email
Here’s a sample of a short courteous response to an incorrectly addressed email:
Kindly verify the email address. I believe this email is intended for a different Elizabeth.
I have copied Elizabeth Andrew in Finance as I believe this may be intended for her.
Please let me know if I can be of further assistance.
Origin of the Incorrectly Addressed Email
Emails from outside the organization, as mentioned above, are an opportunity to reinforce and project your organizational culture and brand image. Responding professionally and being helpful is essential to communicate that you care about your customers. This entails taking the time to determine the proper person/function the sender is trying to reach and providing the needed information/direction or forwarding the email to the proper person for action.
An incorrectly addressed email from within your organization is also a test of your personality and understanding of your organizational culture. Various professionals agree that an incorrectly addressed email from a superior should be treated with tact and utmost politeness while informing the superior of the mistake.
Phishing Concerns with Incorrectly Addressed Emails
Professionals must be careful about the information shared when responding to incorrectly shared emails as some emails may be phishing emails. Various organizations have official policies about disclosing rank/position to person’s outside of the organization. Whether or not your company has an official position about the information you share via email, be mindful of the fact that some emails may be deliberately sent to gather data.
How to Respond to Incorrectly Addressed Emails
Here are some tips to help you craft a professional response to an incorrectly addressed email:
Maintain Email Etiquette and Professionalism
Maintain a warm and courteous tone while responding to an email sent to you by mistake. Be sensitive to the content of the email. Respond to an urgent email sent to you mistakenly with the same urgency to communicate your empathy for the sender. Though you may not be the appropriate person to handle a customer issue, if you receive a customer issue in error it would be unprofessional to simply pass the bulk without ensuring the customer’s need is met.
Clarify and Point out the Error in the Address
Tactfully approach the error in the address to cater for different personalities and sensibilities. If you believe some persons, for example, superiors, may be sensitive to being told they made a mistake, ask for confirmation that the email was intended for you. You may also wish to provide some clarity on your role and how it differs from the intended recipient of the email.
Provide Assistance for the Right Address
Go the extra mile and show your consideration and concern by assisting the sender to find the proper recipient for their email. You may cc the intended receiver in your email and include appropriate contact information in the body of your response. If you do not know the appropriate person or how to respond to the sender, consult your manager for guidance.
While emails incorrectly addressed to you may be a distraction from your daily tasks, professional handling of such emails is important to personal and organizational reputations. Be mindful of the origin of the email as internal and external clients require different degrees of engagement. The fact of internet scams and phishing mandates that professionals be careful about the information shared with senders of incorrectly addressed emails. Finally, maintain email writing etiquette and professionalism to tactfully handle incorrectly addressed emails successfully.