E mail etiquette


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Here's a brief description of what to do and not do when sending email that is appropriate for a business setting.

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E mail etiquette

  1. 1. E-mail Etiquette P ower P oint Presentation
  2. 2. You will learn : <ul><li>How to add warmth to your e-mail message. </li></ul><ul><li>Putting your best message forward. </li></ul><ul><li>The use of first vs. last names. </li></ul><ul><li>The importance of follow-up. </li></ul><ul><li>When to print a hard copy. </li></ul><ul><li>How to integrate tact and diplomacy into your message. </li></ul><ul><li>When not to send e-mail. </li></ul><ul><li>The 11 most commonly made electronic mail faux pas. </li></ul>
  3. 3. How To Add Warmth To Your E-mail Message <ul><li>Use a form of thanks in the first 12 words of message. </li></ul><ul><li>Use the person’s name in the first 12 words of your message. </li></ul><ul><li>Use: </li></ul><ul><ul><li>You before We </li></ul></ul><ul><ul><li>We before I </li></ul></ul>
  4. 4. Example: <ul><li>“ Thank you, Mr. Jones, for your interest in our new etiquette books. It will be a pleasure to work with you.” </li></ul>
  5. 5. Putting Your Best Message Forward <ul><li>The importance of spelling and grammar: </li></ul><ul><ul><li>Use capital letters at the beginning of sentences. </li></ul></ul><ul><ul><li>Use capital letters with proper names. </li></ul></ul><ul><ul><li>Use the spell check. </li></ul></ul><ul><ul><li>Proof your messages and read them aloud. </li></ul></ul>
  6. 6. Putting Your Best Message Forward (cont.) <ul><li>Be concise: </li></ul><ul><ul><li>Short sentences. </li></ul></ul><ul><ul><li>Short paragraphs. </li></ul></ul><ul><ul><li>No more than 2 screens. </li></ul></ul><ul><li>Build rapport in first paragraph </li></ul>
  7. 7. Putting Your Best Message Forward (cont.) <ul><li>The importance of replying to e-mail messages: </li></ul><ul><ul><li>Make it a joy for the receiver. </li></ul></ul><ul><ul><li>Include the original message or excerpts in your response. </li></ul></ul><ul><ul><li>Respond promptly. </li></ul></ul>
  8. 8. Message Tone <ul><li>Maintain the same professionalism as with other correspondence. </li></ul><ul><li>Tailor message for the receiver—write the way you would talk with the person. </li></ul>
  9. 9. The Use Of First vs. Last Names <ul><li>Within your organization use first names when appropriate </li></ul><ul><li>With clients and potential clients use last names </li></ul><ul><li>With international clients use last names </li></ul>
  10. 10. The Importance of Follow-Up When Sending E-mail <ul><li>When you need a prompt response. </li></ul><ul><li>When client needs a prompt response. </li></ul><ul><li>When to print a hard copy: </li></ul><ul><ul><li>For a paper trail. </li></ul></ul><ul><ul><li>To protect yourself . </li></ul></ul>
  11. 11. How to Integrate Tact & Diplomacy into E-mail <ul><li>Consider what you do not have with e-mail: </li></ul><ul><ul><li>Voice intonation </li></ul></ul><ul><ul><li>Body language </li></ul></ul><ul><ul><li>Eye contact </li></ul></ul><ul><ul><li>Receiver’s reaction </li></ul></ul>
  12. 12. Think Twice Before Transmitting E-mail Messages When: <ul><li>Touchy subject </li></ul><ul><li>Confidential message </li></ul><ul><li>Message not pertinent to receiver(s) </li></ul>
  13. 13. The 11 Most Commonly Made Electronic Mail Faux Pas <ul><li>Not checking e-mail regularly. </li></ul><ul><li>Not using a subject line. </li></ul><ul><li>Not responding in a prompt manner. </li></ul>
  14. 14. E-mail Faux Pas (cont.) <ul><li>Not proofing the message. </li></ul><ul><li>Not being succinct in message body. </li></ul><ul><li>Sending junk e-mail. </li></ul>
  15. 15. E-mail Faux Pas (cont.) <ul><li>Labeling message “urgent” when it is not. </li></ul><ul><li>Not listing: </li></ul><ul><ul><li>Phone number </li></ul></ul><ul><ul><li>Fax number </li></ul></ul>
  16. 16. E-mail Faux Pas (cont.) <ul><li>Trying to be humorous. </li></ul><ul><li>Sending copies to address groups. instead of the pertinent receivers. </li></ul><ul><li>Sending long messages that take 15-30 minutes to download (without prior agreement). </li></ul>
  17. 17. Effective E-mail Requires: <ul><li>Skill </li></ul><ul><li>Tact </li></ul><ul><li>Diplomacy </li></ul><ul><li>Improve your competitive edge. </li></ul>Know the guidelines!
  18. 18. Thank you.