Email etiquette 1.2
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  • Professionalism: by using proper email language your company will convey a professional image.Efficiency: emails that get to the point are much more effective than poorly worded emails.Protection from liability: employee awareness of email risks will protect your company from costly law suits.
  • Some people say that you must remove the previous message since this has already been sent and is therefore unnecessary.If you receive many emails you obviously cannot remember each individual email. This means that a 'threadless email' will not provide enough information and you will have to spend a frustratingly long time to find out the context of the email in order to deal with it. Leaving the thread might take a fraction longer in download time, but it will save the recipient much more time and frustration in looking for the related emails in their inbox

Email etiquette 1.2 Email etiquette 1.2 Presentation Transcript

  • Training Confidential. For Internal Use Only 1 WELCOME TO EMAIL ETIQUETTE WORKSHOP
  • Training Confidential. For Internal Use Only WHOSE AD IS IT?
  • Training Confidential. For Internal Use Only 3 OBJECTIVES By the end of this session, you will be able to know: The importance of E-Mail Etiquette The anatomy of an E-MAIL How to draft certain types of emails Appropriate Formatting of emails Optimal utilization of Outlook
  • Training Confidential. For Internal Use Only Why Email? What is an Email?
  • Training Confidential. For Internal Use Only 5 Communication Face to Face On the Phone Written
  • Training Confidential. For Internal Use Only 6 Face To Face Tone of Voice , 35% Verbal , 7% Non Verbal , 58% Tone of Voice Verbal Non Verbal
  • Training Confidential. For Internal Use Only 7 On The Phone Tone of Voice , 60% Verbal , 40% Non Verbal , 0% Tone of Voice Verbal Non Verbal
  • Training Confidential. For Internal Use Only 8 Written Verbal , 0% Non Verbal , 100% Tone of Voice , 0% Tone of Voice Verbal Non Verbal Written communication should always be more polished and formal than real life spoken communication
  • Training Confidential. For Internal Use Only E-Mails • Emails should be short, concise and to the point, like phone calls • The tone of the email should be conversational • An email should not contain any financial or personal information, that you don’t want to share with unknown parties • Email clients let you view email messages • Always reply within 24 hours and expect the same from the other person
  • Training Confidential. For Internal Use Only 10 Why is E-Mail Etiquette Important?
  • Training Confidential. For Internal Use Only 11 Importance of Email Etiquette We all interact with the printed WORD as though it has a personality. That personality makes negative and positive impressions upon us. Without Basic Etiquette your document can be easily MISINTERPRETED by your reader. So it is crucial that you follow the basic rules of etiquette to construct an appropriate tone.
  • Training Confidential. For Internal Use Only 12 Importance of Email Etiquette • There is no disputing the convenience and speed of emailing others for reasons both professional and personal • Coworkers, bosses, and others you are contacting for business purposes will not be as understanding or forgiving • This is especially true of total strangers who receive your messages. All they will know about you (and the organization you work for) is what they see on their screens FIRST IMPRESSIONS COUNT!!
  • Training Confidential. For Internal Use Only 13 The Five C’s Of E-Mail Writing Concise Clear Complete Courteous Correct
  • Training Confidential. For Internal Use Only 14 Tone The tone of an email is of utmost importance Avoid starting an email with the words - Why? - ?? - You have to - Can’t - Just the Name (Peter,) - Any other strong word that you would not like
  • Training Confidential. For Internal Use Only YOU ROCK!!
  • Training Confidential. For Internal Use Only 16 Expressing Yourself Express your thoughts clearly Read the email before sending to verify if you intend to mean what is mentioned Always write solution centric emails How to convey urgency Be positive to the suggestions made to you
  • Training Confidential. For Internal Use Only 17 Going for Consensus Understand other people’s views from their point of view Find conclusion which satisfies every one rather than expressing yourself Genuine consensus is different from suppressing your views in favor of a majority view Don’t lose the main benefits of a group, which is having multiple perspectives on the same issue Those who disagree strongly should stick to their ideas
  • Training Confidential. For Internal Use Only 18 Appropriate Subject Line This is where you tell yourself what you wish to say. If you have a problem at this time then your message is not very clear. A good subject line can make all the difference. In fact it can carry the entire message. Be specific but brief!
  • Training Confidential. For Internal Use Only 19 Appropriate Subject Line Create a subject line that is brief and yet to the point Subject line must not be a complete sentence Subject line should be within 25 - 35 characters Subject should convey the essence of the mail Urgency of the message must be indicated in the subject line
  • Training Confidential. For Internal Use Only 20 Useless Subject Line • What to do? • ???? • Re:- FYI • Two things • Great News • Urgent • Status • Quick Question • Help
  • Training Confidential. For Internal Use Only 21 Text FONT / COLOUR:  Choose your Font carefully  Use the UPPER CASE appropriately as it might sound as though you are shouting on the recipient  The Font should not be too Big or too Small  Do not use too bright or jazzy colors  Only use black and blue when sending office mails  Red / Bold font to be used only when highlighting important points / words  Don’t use Italics and special fonts as some email programs don’t support them
  • Training Confidential. For Internal Use Only Emoticons • Emoticon are keyboard figures made to express smiles, frowns, etc. • It’s a smiley inserted in an email • Emoticon is used as an expression in an email • Emoticons are used for entertainment and fun
  • Training Confidential. For Internal Use Only 23 Message Length Choose your words carefully Limit your message to one subject. Long sentence test the grammar and punctuation of the writer Long sentences bury the idea THREE MAJOR IDEAS PER MAIL Keep to a 15 line message (about half a computer screen) if you can or Maximum 1 comp screen Use separate paragraphs to address new issues Paragraphs should be short
  • Training Confidential. For Internal Use Only 24 Message Length Use “white space” in the form of new sentences b/w key lines and new Para„s When your message is long; use a separate word doc and send it as an attachment  Use Numbered lists for sending instructions or directions  Bullets are used to make the key points clear & visible (descending order of points)
  • Training Confidential. For Internal Use Only 25
  • Training Confidential. For Internal Use Only 26
  • Training Confidential. For Internal Use Only 27 Try to keep E-Mail brief • Try to keep the E-mail Brief • Try to keep line length 80 characters or less • If your message if likely to be forwarded, keep it to 60 characters or less • Write short sentence easy to write & understand • Some words are POWER words most are PASTE words • When you know the recipient is in hurry, put your message directly in the body of the message
  • Training Confidential. For Internal Use Only 28 Try to keep E-Mail brief • This is the response I received from one customer who recently shared his thoughts about his concerns for our return policy. I send it to you because I believe we need to develop and implement a more customer oriented approach to service Total :- 42 words.
  • Training Confidential. For Internal Use Only 29 Try to keep E-Mail brief • This is the response I received from one customer who recently shared his thoughts about his concerns for our return policy. I send it to you because I believe we need to develop and implement a more customer oriented approach to service • Paste words:- 21. Power words:- 21 • We need to develop and implement a more customer oriented approach to service . As, customer said to our return policy
  • Training Confidential. For Internal Use Only 30 Inverted Pyramid The inverted pyramid is a metaphor used by journalists and other writers to illustrate the placing of the most important information first within a text. It is the most widely preferred method in writing news stories
  • Training Confidential. For Internal Use Only 31 When your message is LONG.. • Create an elevator Summary • Provide a table of contents on the first screen of your e-mail • If you require a response from the reader then be sure to request that response in the first paragraph of your E-mail • Create headings for each major section
  • Training Confidential. For Internal Use Only 32 Bullets… • When your are writing directions or want to emphasize important points number your directions or bullet your main points.. Example:- 1. Place the paper in drawer A 2. Click the green start button
  • Training Confidential. For Internal Use Only 33 Anatomy of an E-Mail • To: ……….. • CC: ………… • Bcc:……….. • Subject Line • Text • Signature Line • Text • General Format • Font, Color, Length, Greeting • Bullets, Lists • Spellings, Grammar, Punctuation
  • Training Confidential. For Internal Use Only 34 TO:…………. Beware of putting too many names in the TO line To: James, Tracey, Michael Subject: Meeting
  • Training Confidential. For Internal Use Only 35 Hierarchy Many people are obsessed with Hierarchy so take care when adding names to the TO field. TO:- Senior manager, Assistant Manager, Team Leader
  • Training Confidential. For Internal Use Only 36 THE CC:……(Carbon Copy) • If you just want people to know what is happening then they do not belong to the TO field, they go to CC field – only those people who MUST know
  • Training Confidential. For Internal Use Only 37 THE BCC:….(Blind Carbon Copy) • If you don’t want people in the TO field or CC field to know that you have sent an E-Mail to some other people as well – undisclosed recipients
  • Training Confidential. For Internal Use Only Attachments • In order to attach a file, you click on the paper clip • Before sending a very large attachment, you should compress it
  • Training Confidential. For Internal Use Only
  • Training Confidential. For Internal Use Only PCP1: Thank, acknowledge and support people freely. Ex1: I like your comment Ex2: I agree with so. Ex3: Thanks… • In computer conference, you cannot see other people nod their heads smile or greet you. If you don’t receive an acknowledgement of a message, you feel ignored. People should know that they have been appreciated. PCP2: Acknowledge before differ. Ex1: what I think you mean? Ex2: Have I got that right? Ex3: my own view differs as follows. • If you disagree with someone. Start by briefly restating what the other person has said. The person then knows that you are trying to understand him, and is thus in a better position to take your view seriously. Practical Communication Principles (PCPs)
  • Training Confidential. For Internal Use Only PCP3: Speak from your own perspective: Ex1: here’s how I see? Ex2: how I feel about? - You can present other views with a direct quote like: - “ As so and so said in ex. “. - Don’t generalize: Ex: “ it is a fact that … “ - If something is put as an absolute, there is no room for anyone else’s perspective. Practical Communication Principles (PCPs)
  • Training Confidential. For Internal Use Only 42 Drafting Certain types of E-Mails DRAFTING AN E-MAIL: An Apology Requesting for Information Asking for Clarification Addressing Multiple people Writing a Complaint
  • Training Confidential. For Internal Use Only 43 Apology E-Mail Try not to begin with Apology straight away. “I‟m sorry..” State what have you done about it What caused it Apologize Suggestions
  • Training Confidential. For Internal Use Only 44
  • Training Confidential. For Internal Use Only 45 Requesting for Information • State the request • Support with details • Specifications
  • Training Confidential. For Internal Use Only 46 Requesting Information
  • Training Confidential. For Internal Use Only 47 Asking for Clarification..!! Asking for Clarification In case you have more doubts, number them or bullet them
  • Training Confidential. For Internal Use Only 48 Addressing Multiple People To: the interested party, the action taker, the one who has to do that activity. Cc: to make those people aware or to inform them Address, each person separately. Greet: Can use Derrick / Diana / Frooti or Hi All
  • Training Confidential. For Internal Use Only 49 Addressing Multiple People
  • Training Confidential. For Internal Use Only 50 Writing a Complaint • You should briefly state the history of the problem to provide context for your reader • Explain the attempts you made previously to resolve the problem • Show why it is critical for the problem to be resolved by your reader • Offer suggestions on ways you think it can be resolved or how you are willing to help in the matter
  • Training Confidential. For Internal Use Only 51 A Complaint E-Mail
  • Training Confidential. For Internal Use Only 52 Delivering Bad News..!! • Deliver the news upfront (We are unable to order new Computers due to budget cuts) • Avoid Blaming statements (I think it will be hard to recover from this , but what can I do to help?) • Avoid Hedging words or words that sound ambiguous (Our Pricing structure is outdated) Examples of Hedging are:- possibly, most likely, may be • Maintain a positive Resolve
  • Training Confidential. For Internal Use Only 53 Flaming E-Mails • Flaming is a virtual term for venting or sending inflammatory messages in email • Flaming means delivering a strongly held opinion without holding back any emotion, often offending the person who is ‘flamed’ • Avoid flaming because it tends to create a great deal of conflict that spirals out of control • Flame fights affect observers in a very negative way
  • Training Confidential. For Internal Use Only 54 Keep Flaming under control..!! • Before you send an email message ask yourself” would I say this to the person’s face” • Calm down before responding to a message that offends you. Once you send the message it is gone • Read your message twice before you send it
  • Training Confidential. For Internal Use Only 55 When you need to FLAME..!! Responding to a flame… • Empathize with senders frustration and tell them they are right if that is true. • If you feel you are right, thank them for bringing the matter to your attention • Explain what led to the problem in question • Avoid getting bogged down by details and minor arguments • If you are aware that the situation is in the Process of being resolved let the reader know at the top of the response • Apologize if necessary
  • Training Confidential. For Internal Use Only 56 How to extinguish a FIRE • I understand your concern : when the sender is right • Thank you for bringing this to our notice : when you are right • I apologize for the inconvenience caused : when there has been a mistake from your end Can you think of some more….
  • Training Confidential. For Internal Use Only Replying To A Wrongly Sent Email If you have sent an email in error or to the wrong recipient: • Send a follow-up message to explain the mistake • Request to ignore the message • Apologize briefly
  • Training Confidential. For Internal Use Only 58 Grammar / Spellings Word Choice  Proofread for errors carefully  Use precise words  Do not use Reductions, e.g. “wanna, gonna, let ya, got ya etc.” Reductions make you sound informal & relaxed  Program your email to auto spell check all outgoing mails  Avoid use of Indianism or jargon  Avoid Negative words that begin with un, non, ex. Or that ends with “LESS”. Examples (Useless, non- existence)  Use smiles , winks ;), and other graphical symbols only when appropriate
  • Training Confidential. For Internal Use Only 59 59 Find the errors: Dear Jacqui Thanks for the mail which you had sent last evening summarising everything we discussed about in the meeting. Sorry I couldn’t reply sooner, but when the meeting got over the current went and we couldn’t use the computers until the next day. We also had a bit of a problem at work as one of the senior managers putting his papers. Anyway, if you would like to order for the books you mentioned in your last e-mail, please complete the attached form and send the same to me by the end of the week. Just to let you know, we have a special introductory price for a couple of other titles (details attached). If you would like to avail of this offer, please let me know. I also need your help sorting out the Internet connection in the training rooms. I asked John for help last week and I again asked him yesterday, but nothing has been done – can you please do the needful? One more thing – I need an advice about some courses we are running. At the moment, we have too much of time between the end of one course and the start of the next one. Can you suggest me a time when we can meet to discuss this? Please revert for clarification. Best regards Tina
  • Training Confidential. For Internal Use Only 60 60 Answers: Dear Jacqui Thanks for the mail which you 1had sent 2last evening summarising everything we 3discussed about in the meeting. Sorry I couldn’t reply sooner, but when the 4meeting got over the 5 current went and we couldn’t use the computers until the next day. We also had a bit of a problem at work as one of the senior managers 6put in his papers. Anyway, if you would like to 7order for the books you mentioned in your last e-mail, please complete the attached form and send 8the same to me by the end of the week. Just to let you know, we have a special introductory price for a couple of other titles (details attached). If you would like to 9avail of this offer, please let me know. I also need your help sorting out the Internet connection in the training rooms. I asked John for help last week and 10I again asked him yesterday, but nothing has been done – can you please 11do the needful? One more thing – I need 12an advice about some courses we are running. At the moment, we have 13too much of time between the end of one course and the start of the next one. Can you 14suggest me a time when we can meet to discuss this? Please 15revert for clarification. Best regards Tina
  • Training Confidential. For Internal Use Only 61 7/16/2013 61 Correct the Following: • More higher • Return back • This is not possible • 2 days before • 1 day ago • Next to next week • Its more good • No, we can‟t do this • Confirm me • Explain me
  • Training Confidential. For Internal Use Only 62 Abbreviations… • Use them if your reader understands them • Too many abbreviations are confusing “I received a message an HR ago from HR and intend to act on the PMS ASAP.”
  • Training Confidential. For Internal Use Only Abbreviations…
  • Training Confidential. For Internal Use Only 64 7/16/2013 64 What does this stand for: ABBREVIATION FULL FORM ASAP As soon as possible EOD End of Day FYI For your information FYA For your action FYG For your guidance PFA Please find attached PYR Per your request WRT With regard to THX Thank you PLZ Please BTW By the way LOL Laugh out loud EOB End of Business
  • Training Confidential. For Internal Use Only 65 Keep Your E-Mail NEUTRAL Eliminating the Pronoun The busy executive should try to read the e- mail THAT IS sent TO HIM by clients and vendor daily. The trainer received the quick Appraisal for HIS quick, professional work.
  • Training Confidential. For Internal Use Only Choose the best response!
  • Training Confidential. For Internal Use Only 67 Beginning & Ending are very important 1. Business email – friendly Dear (+ first name) Just a quick note to remind you about End Best wishes / Kind regards 2. In-company email request (no salutation) Could you… End Thanks / Cheers 3. Formal business correspondence (for example: letter of enquiry) Dear Mr. Smith (Dear Ms Smith) I am writing to enquire about your prices End: An early reply would be appreciated / I look forward to hearing from you at your earliest convenience Yours sincerely
  • Training Confidential. For Internal Use Only Spamming • Spamming is to send unsolicited emails to people • At work, sending online presents, cards, chain mails to you co-workers and friends, is spamming
  • Training Confidential. For Internal Use Only Emails shouldn’t be used for… • Discipline • Grades • Conflict resolution
  • Training Confidential. For Internal Use Only Email Judging Activity
  • Training Confidential. For Internal Use Only 71 Outlook Express FEATURES: Meeting Asking for Delivery / Read receipt How to Recall a Message When to use Out of Office Auto reply Creating an Auto signature Using these features only if relevant
  • Training Confidential. For Internal Use Only 72 Setting Up A Meeting
  • Training Confidential. For Internal Use Only 73 Responding To A Meeting Invite You must always respond to a meeting invite as soon as you receive it: • Accept : you will attend the meeting • Tentative : you may attend the meeting • Decline : you will not be able to attend the meeting • Propose New Time : you may not be able to attend the meeting that day and time hence you want to propose new time
  • Training Confidential. For Internal Use Only 74 Always Use A Signature Block • People may not have immediate access to your phone number or address • Within your organization, it will save the recipient time • The signature block should include: – Your first and last names – Your title and your organization‟s name – Your full address – Your telephone # & ext # – Your website address – Fax #
  • Training Confidential. For Internal Use Only 75 Signature Block
  • Training Confidential. For Internal Use Only 76 Signature Block
  • Training Confidential. For Internal Use Only 77 Elements of a SIGNATURE BLOCK.. • Full Name • Title • Organization • Address • Phone Number • Fax • E-Mail ID • Web Page • Disclaimer • Logo! (Be careful if the company LOGO is very Colorful and Large)
  • Training Confidential. For Internal Use Only 78 Elements of a SIGNATURE BLOCK.. • Thanks & Regards, • Sanchita Singh • Assistant Manager – HR (Training) • Exevo • G6/B1 Mohan Co-operative Industrial Estate, Mathura road New Delhi, India – 110044 • (: +91 (0) 11 416 79446 | ): +91 9873555203 | *: Sanchita.singh@exevo.com • Research Redefined • www.exevo.com • **Confidentiality Notice** • This message and any attachments are solely for the intended recipient and may contain confidential or privileged information. If you are not the intended recipient, any disclosure, copying, use, or distribution of the information included in this message and any attachments is prohibited. If you have received this communication in error, please notify us by reply e-mail immediately and permanently delete this message or any attachments. Thank you.
  • Training Confidential. For Internal Use Only 79 Use The Out-of-office Assistant On leave, create an Automatic Reply to inform people sending you e-mail of your absence Always Test check the out of office Assistant The Automatic Reply should contain: -The dates during which you‟ll be absent - If / when you‟ll be responding to e-mail - Whom they can contact in your absence
  • Training Confidential. For Internal Use Only 80 Do Not Over-use High Priority Option If you overuse the high priority option, it will lose its function when you really need it Moreover, even if a mail has high priority, your message will come across as slightly aggressive if you flag it as 'high priority'
  • Training Confidential. For Internal Use Only 81 Replying To An Email • You should always return an email as soon as possible. • You must always respond to an invitation • When you reply to an email, you must include the original mail in your reply, in other words click 'Reply', instead of 'New Mail'
  • Training Confidential. For Internal Use Only Forwarding An Email • You should forward an email only when you know that the other person should have the information • Discard and delete any chain emails
  • Training Confidential. For Internal Use Only 83 Do Not Over-use 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
  • Training Confidential. For Internal Use Only 84 REMEMBER • Reasonable personal use of E-mail is permitted • Important means of maintaining relationships with colleagues both inside and outside the organization • E-mail is primarily intended for business purposes • Keep the information relatively short, precise and always polite, with simple questions relating to what you expect to happen
  • Training Confidential. For Internal Use Only 85 You Should Not Use Work E-mail To • Carry out any illegal activity • Carry out any non-company approved business activity - No personal business use • Harm the company‟s interests • Threaten / harass anyone
  • Training Confidential. For Internal Use Only 86 You Should Not Use Work E-mail To… • Forward Nuisance mails: • Chain mails • Joke • Forward / send large attachments • Large / multiple images • Small video files • Applications
  • Training Confidential. For Internal Use Only 87 Before You Click The Send Button!!!! • Respect the recipient’s bandwidth • Read the message to make sure that its purpose is clear • Edit the message to: – Ensure the format allows it to be read with ease – Correct any grammar/spelling errors – Remove, and replace if necessary, any words which may be misinterpreted – Make sure that your responses to questions are clearly identified with the question – Have a nice greeting – Have a proper sign off
  • Training Confidential. For Internal Use Only 88 Effective E-mail Checklist Answer the following questions for yourself about every email you send…  Why am I sending it (as opposed to calling, face to face, or sending a fax or memo)?  Have I given the reader the context, data to properly inform them?  What is my desired outcome of sending this e-mail?  How will my outcome be achieved?  Have I given explicit instructions to achieve my ends?
  • Training Confidential. For Internal Use Only 89 Effective E-mail Checklist  Is my tone appropriate? “Often anger will inhibit readers from responding as you wish”  Did I ask for what I want: decision, action, support, response, etc.? When you need it? Say so, and make it explicit.
  • Training Confidential. For Internal Use Only Important Tips Here are some tips on keeping business emails legit: • Leave a clue. Include the subject on the subject line • Counterfeits don’t count. It might be email, but make it look like a business letter • Take no hostages. Keep your message brief, clear, and free of abbreviations and symbols where words are needed. Put your bottom line at the beginning so the reader doesn’t have to scroll through multiple screens to catch your drift • Clear the scene. Proofread, edit, and revise as carefully as you would any other kind of business document. The “tools” for cleaning up the carnage are at your fingertips. Use them! • Freeze! Don’t hit “send” until you’ve corrected any mistakes and have made sure what you have written is what you really mean and want to say. You can’t “undo” what the reader receives • No serial e-mailers. Before you “gang mail” everyone you know with the same message, make sure all you have included on your hit list need to read what you’re sending
  • Training Confidential. For Internal Use Only GOLDEN RULE REMEMBER THE HUMAN!
  • Training Confidential. For Internal Use Only 92 Question Time