Email Communication
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Email Communication

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Email Communication Email Communication Presentation Transcript

  • Email Communication Mind your e-mail manners By: Jiwanjot Singh
  • Email Communication
    • Email has become a primary communications medium for many of us. It is (generally) reliable, allows for mass communication, and it lets you respond in your own time.
  • Email Etiquettes
    • A company needs to implement etiquette rules for the following three reasons:
      • Professionalism
      • Efficiency
      • Protection
    View slide
  • Do not write in CAPITALS
    • IF YOU WRITE IN CAPITALS IT SEEMS AS IF YOU ARE SHOUTING.
    • This can be highly annoying and might trigger an unwanted response in the form of a flame mail. Therefore, try not to send any email text in capitals.
    View slide
  • Be concise and to the point
    • Do not make an e-mail longer than it needs to be. Remember that reading an e-mail is harder than reading printed communications and a long e-mail can be very discouraging to read.
  • Answer all questions, and pre-empt further questions
    • If you do not answer all the questions in the original email, you will receive further e-mails regarding the unanswered questions, which will not only waste your time and your customer’s time but also cause considerable frustration.
    • Moreover, if you are able to pre-empt relevant questions, your customer will be grateful and impressed with your efficient and thoughtful customer service.
  • Use proper spelling, grammar & punctuation
    • E-mails with no full stops or commas are difficult to read and can sometimes even change the meaning of the text.
    • If your program has a spell checking option, why not use it?
  • Use templates
    • Some questions you get over and over again, such how to subscribe to your newsletter, How to use dashboard.
    • Save these texts as response templates and paste these into your message when you need them.
  • Answer swiftly
    • Customers send an e-mail because they wish to receive a quick response. If they did not want a quick response they would send a letter or a fax.
    • Each e-mail should be replied to
    • within at least 24 hours, and
    • preferably within the same
    • working day.
  • Do not attach unnecessary files
    • By sending large attachments you can annoy customers and even bring down their e-mail system.
    • Wherever possible try to compress attachments and only send attachments when they are productive.
  • Use proper structure & layout
    • Since reading from a screen is more difficult than reading from paper, the structure and lay out is very important for e-mail messages.
    • Use short paragraphs and blank lines between each paragraph.
    • When making points, number or bullet each point as separate to keep the overview.
  • Use but Do not overuse the high priority option
    • If you overuse the high priority option, it will lose its function when you really need it.
    • We all know the story of the boy who cried wolf.
  • Don't leave out the message thread
    • When you reply to an email, you must include the original mail in your reply, in other words click 'Reply', instead of 'New Mail'.
    • It’s not possible for anyone to remember all his/her previous mails
  • Add disclaimers to your emails.
    • It is important to add disclaimers to your internal and external mails, since this can help protect your company from liability.
  • Read the email before you send it
    • Reading your email through the eyes of the recipient will help you send a more effective message and avoid misunderstandings and inappropriate comments.
  • Do not overuse Reply to All
    • Only use Reply to All if you really need your message to be seen by each person who received the original message.
  • Use CC on need to read basis
    • Use CC only when it is required. It should be on need to read basis.
  • Take care with abbreviations and emoticons
    • In business emails, try not to use abbreviations such as BTW (by the way) and LOL (laugh out loud).
    • The recipient might not be aware of the meanings of the abbreviations and in business emails these are generally not appropriate.
    • The same goes for emoticons, such as the smileys :-).
  • Be careful with formatting
    • Remember that when you use formatting in your emails, the sender might not be able to view formatting, or might see different fonts than you had intended.
    • When using colors, use a color that is easy to read on the background.
  • Do not forward chain letters
    • Do not forward chain letters.
    • We can safely say that all of them are hoaxes.
  • Mailings > use the Bcc or do a mail merge (1)
    • When sending an email mailing, some people place all the email addresses in the To: field.
    • There are two drawbacks to this practice:
      • The recipient knows that you have sent the same message to a large number of recipients
      • You are publicizing someone else's email address without their permission.
  • Mailings > use the Bcc or do a mail merge (2)
    • Solve this problem by:
      • Putting all addresses in BCC
      • Using Mail Merge Feature of MS Word.
  • Use a meaningful subject
    • Try to use a subject that is meaningful to the recipient as well as yourself.
    • Just “Hi”, “hello” are a big No
  • Use active instead of passive
    • Try to use the active voice of a verb wherever possible.
    • For instance, 'We will complete your task today', sounds better than 'Your task will be completed today'.
    • The first sounds more personal, whereas the latter, especially when used frequently, sounds unnecessarily formal.
  • Keep your language gender neutral
    • Avoid using sexist language Eg. He, She
    • Use he/she or you can also use the neutral gender
    • E.g.: “The user should add a signature to his email” should be “The user should add a signature to his/her email” or “The user should add a signature to the email”
  • Sometimes a phone call is better
    • If you have many points or a very complex point to discuss, it may be quicker to simply pick up the phone and speak to the person.
  • And that’s all folks!!! Hope you had a great time learning