By the end of this program, you will be able to:• State the reasons for handling emails effectively• Compose emails as per the standard template| 4Objectives
Significance5Of course, we all believe that we know the answer, yet, here is a recap: E-mail is a brand ambassador and has a direct impact on the brand imageof the organization. E-mail communication provides a permanent record and is a useful pointof reference Words have a personality of their own that you can use to make a greatfirst impression. Inaptly written documents can easily be misinterpreted by your reader, soit is crucial that you follow the basic. Requires greater accuracy than oral communication as there is no roomfor you to reword or re-explain.
Recipient Expectations6Response in less than 24 hoursEmpathy, if there is an ongoing issueRefined and easy-to-understand languageAccurate info with logic, reasoning or dataResolution in a single response
Parts of an E-mail7An email has 2 basic parts Header information Body of the messageHeader To Cc Bcc Subject AttachmentsBody Opening Salutation Initial Greeting Response Additional Information Closing Salutation Signature`
Header Guidelines8To (Primary recipients) – Add only those addressees who are directlyresponsible to take action on the e-mail.Cc (Carbon copy) – Use this option on a strict need-to-know basis. Don’toveruse it.Bcc (Blind carbon copy) – Unadvisable in all forms of businesscommunication.Attachment – Just be careful with the size..!
Writing the Body9Even though an email is usually a short document, you can structure it toimprove its effectiveness. Initial salutation – Some people dont bother with any form ofintroduction. However, it is advisable to write a salutation for each newsubject email to give the recipients their due respect and your email apersonalized touch. Initial greeting – A warm greeting is extremely vital as it expresses yourgratitude for being associated with the recipient(s). At the same time, itbrings in the much sought-after “human factor” in the otherwiseautomatized business world.
Writing the Body (Contd.)10 Response – Be extremely careful when starting to draft a response.Here is a checklist of ask-yourself questions that may help:> Have you clearly identified the concern?> Do you have a valid resolution?> Are your authorized to respond?> Do you have the resources required to address the concern?> Is your resolution the best your organization can offer?In case you find yourself unsure about any of the above questions,consult your manager and a colleague who could help.
Writing the Body (Contd.)11All set? When replying to an e-mail, begin by paraphrasing or referring tothe sender’s email. Here are some generic guidelines:> Address the concerns one at a time> Keep it short and simple> Use active voice> Use italics or bold text for key words (not ‘keywords’!)> Use templates for frequently used responses> Be specific about turnaround time> Clearly instruct the call for action> Provide the resources for action
Writing the Body (Contd.)12Paragraphs and bullet points should also be used to make reading easier,whenever possible to incorporate.Especially, when you are writing directions or wish to emphasizeimportant points, number your directions or bullet your main points.Example:1. Use the details provided to access the system.2. Click the green “Start” button to activate membership.Another example:• Reduce the production cost.• Create a new marketing strategy.
Writing the Body (Contd.)13 Additional Info – Always share any additional info that may contributetowards the resolution, or may prevent future concerns. Some options:> Offering additional or alternate services> Suggesting a change in strategy> Upsell any solution that may address the concern> Data to support your efforts> Links explaining the resolution provided Closing Salutation – Particularly important in cases of longstanding issues,adding a closing salutation is advisable in all business communications.Most of all, Proofread all e-mails twice before pressing the ‘Send’ button!
Example14Hi Sandra,Thank you for providing the required info.The message has been forwarded to the technical department forreview and we can expect a response within 24 hours.If the matter requires more immediate attention, please feel free tocontact our L2 service team.You may also want to check our existing activities, the reports of whichare attached with the e-mail.Thank you for your patience,Betty JonesSr. Support ExecutiveResultFirstInitial GreetingInitial SalutationResponseAdditional InfoClosing SalutationSignature
What Not to Do!15Don’t use formatted textDon’t use fancy wordsDon’t form complex sentencesAvoid using special characters, unless necessaryAvoid sending web pages as textAvoid abbreviations and EmoticonsDon’t overstate, come what mayNever assumeAbove all, do NOT write in upper case
Classic Indianisms16 Passing outWhen you complete your studies at an educational institution, you graduate from thatinstitution. You do not "pass out" from that institution.To "pass out" refers to losing consciousness, like after you get too drunk. Kindly revertOne common mistake we make is using the word revert to mean reply or respond.Revert means "to return to a former state."“Please revert at the earliest.” – It doesn’t get more wrong than this. Years backIf it happened in the past, it happened years ago, not "years back."And speaking of "back," asking someone to use the “backside” entrance sounds horrendouslywrong! Doing the needfulTry to avoid using the phrase "do the needful." It went out of style decades ago, about thetime the British left. Using it today indicates you are a dinosaur, a dinosaur with bad grammar.Especially for the US audience, “do-ing” “the needful” sums up in the last shape most of uswould presume.
Classic Indianisms (Contd.)17 Discuss about“What shall we discuss about today?”“Let’s discuss about politics. We need a fault-ridden topic to mirror our bad grammar.”You dont "discuss about" something; you just discuss things. Order for"Hey, let’s order for a pizza.""Sure, and why not raid a library while we’re about it.”When you order something, you "order" it, you do not "order for" it. Do one thingWhen someone approaches you with a query, and your reply begins with the phrase "do onething," youre doing it wrong."Do one thing" is a phrase that does not make any sense.It is an Indianism. It is only understood in India. It is not proper English. It is irritating. Out of station“Sorry I can’t talk right now, I’m out of station.” “What a coincidence, I’m in a station rightnow.”Whats wrong with "out of town" or "not in town" or simpler - "Im not available"?
Classic Indianisms (Contd.)18 The big sleep"I’m going to bed now, sleep is coming." "OK, say hi to it for me."Even a fan of anthropomorphism should have my limits. "Sleep is coming" is taking things a bittoo far. Prepone“Let’s prepone the meeting from 11 a.m. to 10 a.m.”As the opposite of “post” is “pre”, the opposite of postpone just has to be prepone, right?"Prepone" is probably the most famous Indianism of all time. Only"He kicked the ball like that only."Like there was any doubt about the way he did it. "I’m here only." What’s wrong with justbeing "here"?"Only" is among the least lonely and most overused word in Indian English. Myself“Myself … Chatur Naathe, I put up in Kill-English-istan”If you want to say your name, just say "my name is …". Unless you’re looking to fail a jobinterview.
Classic Indianisms (Contd.)19 Updation"We’re awaiting updation by our manager."Right. You’re an android mobile phone. And your manager always winds you up, first thing inthe morning.Why not simply - "We’re waiting to be updated by our manager?" Basically and actuallyThis might be an Americanism, and perhaps a Britishism too, but it’s funny when “we” overuse"basically" and "actually" to emphasize what we mean."Basically, we import toothpicks." No relevancy whatsoever! Taking"I will call you back later as I am taking my lunch right now."Taking it where? To the pool for a swim? Just like "take rest."Really. "Take rest." Instead of just "rest." Why? Would be"I would be coming for the meeting in Malad."“Would you also care to purchase a copy of "English Grammar for Dummies" on your way?”It should be "will be", or simply “will come”, not "would be coming."
Classic Indianisms (Contd.)20 Putting"Put on the switch", "Put on this yellow dress."We just love using the word "put.Keep it simple - "Switch on the light" or "wear this yellow dress”. Danced on"We danced on this song at the wedding reception." Hope the song is not dead!You dance “to” a song. Don’t eat my brainOne of those colloquialisms we love to use in times of irritation."Eat my head" is another variation.While your dietary choices are your own, eating human brain is most certainly unadvisable. The last and latest – Indian-English SMS speak“c if u cud mk it psible fr tmrw itz gna b osm party ... i nw u bzy wd shoots nly bt gv a try na ....cheerrzzz yaa ...hugzzzz…^%(&^%^%# (29 emoticons)”No comment.