Diane Gottsman | Leading Etiquette Expert | Modern Manners Authority

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What Is the Etiquette for Responding to Emails, Work IMs and Social Media Comments?

02 Feb 2022 By: Diane Gottsman

An undisputed truth: responding to various forms of communication in a polite and timely manner sets you apart in friendship and in business. We’ve all experienced the frustration around waiting for a response and feeling as if the other person is ghosting you. But, how long do you really have to respond to a message? It depends, as each circumstance is unique. However, being aware of some general etiquette recommendations will serve you well as you craft your next reply (be sure to refer to my last post for a texting etiquette primer).

What Is the Etiquette for Responding to Emails, Work IMs and Social Media Comments? | email marketing concept, person reading e-mail on smartphone, receive new message

Work Emails

It’s standard and appropriate to respond to email messages within a 24 hour window (or one business day for emails received on Friday or going into a holiday). However, for many people 24 hours is too long when the email contains a follow-up question on a time-sensitive project. It’s important to respond quickly after reading the email if an answer needs to be immediate. The sender should make sure the subject line is clear and alerts the receiver of the urgency.

If you can’t answer immediately, let the sender know you will get back to them with an answer as soon as possible. This alerts the person you have seen their email and will be back in touch.

Personal Texts

Let’s be honest. Friends and family want quick feedback. However, we all have different daily routines, and some people have more time on their hands than others. If you can respond, feel free, but if you are waiting for a response from someone who is working, taking care of a young child or trying to juggle several balls in the air, cut them some slack. Their day may be completely different than yours, and they don’t have the time to respond to a funny GIF or heartfelt quote you sent them. If you need something specific and they don’t answer your text, give them a quick call and leave a message.

Work Texts

The rules here are very specific. A quick thank you text within a few hours for a business lunch is appropriate, even including a friendly emoji if you share a closer relationship. A group text should only be sent if it directly applies to everyone and the response should be on a private thread if there are long and additional questions that do not pertain to the entire group. Respond to a work text as you would an important email or call. As soon as possible is always best – within the hour.

Work Instant Messages (Chat Apps)

If your team uses Slack, Microsoft Teams or a similar messaging service, you’re already familiar with the pull to check and respond instantly while also engaging in deep focus to get the work done. When your status is showing as online, your coworker or supervisor is likely expecting a quick response (within minutes). Consider making use of the “do not disturb” or “busy” feature when you need to work uninterrupted for blocks of time. After you wrap up your work day, take advantage of the various status options available, such as “away.” Most systems will also show you as “offline” when you log out.

Social Media Comments

If the comments are on your business account and you are the person responsible for answering, a business day is appropriate. Of course, a day can feel much longer in the world of social media, so sooner is better when possible. Your response should be a positive reflection of the way you conduct business, written from a clear frame of mind. Remember your response will be visible to more than the person who posed the question or left the comment. Reframe this as an opportunity to represent your business to a wider audience and future clients.

If a comment is left on your personal profile, a friendly icon or emoji may be all that is necessary unless someone left a heartfelt message you want to acknowledge. If someone leaves a nasty comment on your personal account, feel free to hide or block; no response is necessary. Strongly consider whether you want to continue a relationship with someone who would do this to you!

Be sure to check out The Protocol School of Texas. Read Diane’s posts on Inc., subscribe to her articles on The Huffington Post, “like” The Protocol School of Texas on Facebook, and follow her on Pinterest, Instagram and Twitter. 

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Diane Gottsman

Diane Gottsman is a national etiquette expert and modern manners professional, sought out industry leader, television personality, accomplished speaker, Huffington Post blogger, author, and the owner of The Protocol School of Texas, a company specializing in executive leadership and etiquette training. Diane is routinely quoted in national and international media including The New York Times, The BBC, CNN, Bloomberg Business Week, Kiplinger, Huffington Post Canada, U.S. News and World Report, and Forbes. She is the resident etiquette expert for two popular morning talk shows, SA Living and Good Day Austin. She has been seen on The TODAY Show, HLN Headline News, WGN Chicago, and CBS Sunday Morning. Her clients range from university students to Fortune 500 companies and her workshops cover topics ranging from tattoos in the workplace to technology at the dinner table and the proper use of social media.