This document provides an overview of email etiquette and best practices. It discusses the anatomy of an email including parts like the from, to, cc, bcc, subject, and body. It outlines the basic structure of a business email including an opening, focus, action, and closing. It emphasizes the importance of proofreading emails for spelling, grammar, and punctuation errors. Additionally, it recommends responding to business emails within 24 hours as the ideal response time. The document aims to teach proper email composition, formatting, and etiquette to make communications professional.

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Email Etiquette

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Email Etiquette
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At the end of this course, you are expected to learn and understand
the following:
Objectives
Email Etiquette
 Basic parts of an email
 Recognize the appropriate use of basic rules of
etiquette related to the tone and formatting of e-
mails
 Basic elements all e-mails should include. Using
these correctly will help ensure your e-mails are
well structured and make a good impression
 How to effectively control your inbox and calendar
 Email Styles

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Overview
Email Etiquette
 Anatomy of an email
 Parts of a business email
 25 Basic Netiquettes
 Basic Don'ts in emails
 Email Styles
 Controlling your inbox
 4D’s for Decision Making
 Outlook Calendar
 Calendar Common Errors

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Why is it important to be able to write effective e-mail?

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 Communicating in the written form such as email leaves a lasting
impression especially to the company & brand you representing
 A well-written e-mail that follows the prescribed rules shows readers
that you're professional and competent
 A clear and well-composed e-mail that follows the basic principles of e-
mail etiquette is more likely to be understood and to inspire the desired
response
 Effectively written e-mail messages are a powerful tool for securing
business and maintaining business operations.
Why is it important to be able to write effective e-mail?
anatomy

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Anatomy of an Email

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FROM:
 Automatically populates your
Email address
 When sending an email from a
different person or a group alias – you
can select from the dropdown
 You would need prior permission
assigned to you to do this
Anatomy of an Email

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TO:
 This indicates to whom the message
is being sent
 Or to the people whose actions
are required in the email
 Original messages may
be sent to more than one recipient
Anatomy of an Email

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CC:
 CC originally meant carbon copy and
has transitioned into “courtesy copy”
 A feature for sending an original
message to other interested parties
that needs to be notified and not action
 When using CC, all recipients see
who is receiving the message
Anatomy of an Email

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BCC:
 A feature similar to CC except that in
BCC or blind courtesy copy, recipients
are invisible to the other recipients
 Use this when you are sending group
emails to a wide range of people
 Used to include recipients who don’t
need to be replied to or for notification only
Anatomy of an Email

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SUBJECT:
 This contains the topic of the message – When no subject is included,
some e-mail services deliver the message to junk mail
 Do not write your entire email in the subject as this looks messy and
confusing for the recipient
 The typical subject line will display only 25 – 35 characters
 A good Subject Line is the key to an effective email and it must be:
Precise, Simple, Relevant and Self-Explanatory
Anatomy of an Email
It must provide a reason for the reader
to open the email

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SUBJECT:
Format of subject line
TAG (Objective of your mail or Name) –Overview of your mail content -
Company name(optional) : Priority(optional) : Date (optional)
Anatomy of an Email

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SUBJECT:
Common Tags
Anatomy of an Email

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BODY:
The body of a message contains text that is the actual content.
Be Concise and Informative in Your Email Body
This means you should avoid unnecessary explanations. Use the fewest
words with the fewest letters in the smallest paragraph to convey
your message.
Anatomy of an Email

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Body of a Business Email
• Tells the reader
why you are
writing
The
Opening
• Tells the details
about the topic
The Focus
• Tells what you
want to happen
and gives a
time frame
The Action
• Thank the
reader and
mention future
communication
The Closing
Starters for new conversation

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The Opening
In your email, an introduction generally contains a greeting, a compliment
or pleasantry (which is optional but will makes a big impact in emails) and
an opening sentence to what the email is about.
If you have never spoken to the person before, identify yourself clearly
and professionally
Dear Mr. Smith,
Hi Mrs. Smith,
Hello Jane,
Body of a Business Email
Starters previous comtact

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The Opening
Body of a Business Email

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The Opening
Body of a Business Email
Starters giving good news

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Dear Mr. Smith,
I hope you’re well.
With reference to our conversation yesterday
Greeting
Pleasantry
Opening
Sentence

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Hi Mr. Smith,
I enjoyed your presentation about Email
Etiquette yesterday.
It will be great if you could..
Greeting
Compliments
Opening
Sentence

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The Focus
Tells the detail about topic of your email.
Ideally, you would need two sentence to explain the details of your
message. This is one key in keeping your email short.
Complete, correctly structured and capitalized sentences that reflect
proper grammar and punctuation are crucial to your message.
Body of a Business Email
Action

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It will be great if you could..
run another session with the rest of my team members on January 1,
2018 at 02:00 PM. This session is beneficial and relevant to their
current roles.
Opening Sentence
Focus

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The Action
After you've explained your reason for emailing, don't assume the
recipient will know what to do. Provide specific instructions.
Structuring your request as a question encourages the recipient to reply.
Alternatively, you can use the line "let me know when you've done that" or
"let me know if that's okay with you."
Body of a Business Email
Closing

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It will be great if you could run another session with the rest of my
team members on January 1, 2018 at 02:00 PM. This session is
beneficial and relevant to their current roles.
Let me know if that’s okay with you or send me your
Preferred Date and Time.
Focus
Action

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The Closing
Before you sign off your email, be sure to include a closing line. This has
the dual purpose of re-iterating your call to action, and of making the
recipient feel good.
Signature
 Always include a signature
 Fujitsu have a standard signature that everyone is to use
 For some customers we have custom signatures
Body of a Business Email
Signature

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Let me know if that’s okay with you or send me your
Preferred Date and Time.
Thank you for all your help with this.
Best Regards,
Action
Closing line
Sign-Off
Signature

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Hi Mr. Smith,
I enjoyed your presentation about Email Etiquette yesterday.
It will be great if you could run another session with the rest of my team
members on January 1, 2018 at 02:00 PM. This session is beneficial and
relevant to their current roles.
Let me know if that’s okay with you or send me your Preferred Date and Time.
Thank you for all your help with this.
Best Regards,
Greeting
Compliment/Pleasantry
Opening Line
The Focus
The Action
Closing Line
Sign-Off
Signature

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• Tells the reader
why you are
writing
The
Opening
• Tells the details
about the topic
The Focus
• Tells what you
want to happen
and gives a
time frame
The Action
• Thank the
reader and
mention future
communication
The Closing
Starters for new conversation
1. Greeting
2. Compliment
Or pleasantry
3. Opening line
Question form
Or Bullet form
Details of the
Topic in ideally
2 sentences
1. Closing line
2. Sign-Off
3. Signature

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Health Check & Netiquette

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How will you make sure you are sending clear cut, polite, and
professional emails?
A. Using spelling and grammar check
B. Proofreading twice
C. Using a proper subject line
D. All of the above
Health Check

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How will you make sure you are sending clear cut, polite, and
professional emails?
A. Using spelling and grammar check
B. Proofreading twice
C. Using a proper subject line
D. All of the above
Health Check

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Use proper spelling, grammar &
punctuation
This is not only important because
improper spelling, grammar and
punctuation give a bad impression of your
company, it is also important for conveying
the message properly.
E-mails with no full stops or commas are
difficult to read and can sometimes even
change the meaning of the text. And, if
your program has a spell checking option,
why not use it?
Netiquette #1
proofread

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Email Punctuation
1) Terminal punctuation
Every line should end with a terminal punctuation mark, i.e. a period,
question mark, or exclamation mark. If you skip terminal punctuation, it’ll
look like you never completed your thought.
Here’s an example:
Wrong:
I talked to Finance, and they approved the agreement
Right:
I talked to Finance, and they approved the agreement.
Netiquette #1
proofread

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Email Punctuation
2) Semicolons
A semicolon can also connect two unique, but related, sentences. It
cannot act as a comma.
Wrong:
She can call me tomorrow, she can give me an answer then.
Right:
She can call me tomorrow; she can give me an answer then..
Netiquette #1
proofread

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Email Punctuation
3) Comma
One of the most common bloopers is adding commas where they don’t
belong. Here are the most important rules:
Use before a coordinating conjunction (and, but, for, or, nor, so, yet)
that’s connecting two independent clauses.
“I worked with a similar client last year, and their open rates went up 20%
in one month.”..
Netiquette #1
proofread

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Email Punctuation
3) Comma
One of the most common bloopers is adding commas where they don’t
belong. Here are the most important rules:
Use after a dependent clause at the beginning of a sentence
“After improving their subject lines, open rates improved dramatically.”
Netiquette #1
proofread

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Email Punctuation
3) Salutation punctuation
There are a few different ways to punctuate your salutation (the first line
of your email where you address the recipient by name).
 If it’s a formal email, use a colon.
Dear Ms. Frost:
 If it’s a relatively casual email, use a comma.
Dear Aja,
 And if you’re on close terms with someone, you can use a dash.
Hi Aja —
Netiquette #1
proofread

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Proofread
Spellcheck doesn’t always pick up all
mistakes. Make it a rule of thumb - think
twice before sending any email. Read it
repeatedly, as many times as necessary.
You will be surprised to see the gap that
sometimes exists between thinking and
typing.
Always check for the correct recipients.
A peer review should be considered.
Netiquette #2

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Eye halve a spelling checker
It came with my pea sea.
It plainly marks four my revue miss steaks eye kin knot sea.
Eye strike a quay and type a word and weight for it to say
Weather eye yam wrong oar write.
It shows me strait a weigh as soon as a mist ache is maid.
It nose bee fore two long and eye can put the error rite.
Its rare lea ever wrong.
Eye have run this poem threw it,
I am shore your pleased too no.
Its letter perfect awl the way.
My checker tolled me sew.
— Ode to My Spell Checker - Anonymous

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dear students
I hope you are enjoing being in my clasroom. I am haveing a food time
working with you each day.
What do you think has been the bestest part so far did you like the
spelling bea or the writing labs? I like the writeing because it let’s me get
to know you beter. I like it when you practice your righting because it
makes me sure that you will do good on our riting test.
some of our reading prodjects have been fun to tell me which one was your
favorit and we mite trie it again.
Our principle tole me that you kids were super? Now I no that he is write.
The next time I see him i will say Mr. Smith, i have the best class ever
sincerely,
Mrs. strack
Dear Students,
I hope you are enjoying being in my classroom. I am having a good time
working with you each day.
What do you think has been the best part of our class so far? Did you like
the spelling bee or the writing labs? I like the writing because it helps me
get to know you better. I like it when you practice your writing because it
assures me that you will do well on our writing test.
Some of our reading projects have been fun. Tell me which one was
your favorite and we might try it again.
Our Principal told me that you kids were super. Now I know that he is right.
The next time I see him I will say, Mr. Smith, I have the best class ever!
Sincerely,
Mrs. Strack
39 mistakes
Spelling = 18
Punctuation = 6
Capitalization = 6
Other = 9

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What is the ideal business email response time?
A. Within the week
B. Within 6 to 8 hours
C. Within 24 hours
D. When convenient
Health Check

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What is the ideal business email response time?
A. Within the week
B. Within 6 to 8 hours
C. Within 24 hours
D. When convenient
Health Check

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Email Response Time
Experts believe that replying to every
business email addressed to you is a must.
It shows character, organization, and
respect towards the sender. When done
within 24 hours (as soon as you can), it
falls in the correct time frame, excluding
weekends. If for reasons one is unable to
reply promptly, a note acknowledging
receipt is highly recommended.
Netiquette #3
OOO

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Out of Office (OOO)
Before you leave don’t forget to set up your
automatic replies. In addition to including
your name you should include the following
information in your out of office responses:
 The dates of your absence
 The date you will return to the office
 Whether or not you will be checking
emails while out of office and an
estimated time when you will be able to
respond to messages
 An emergency contact name & email
address
Netiquette #4

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Hello and thank you for your email. I will be
out of the office from mm/dd to mm/dd and
will have limited access to email / will not
have access to email. If this is urgent,
please contact [NAME] at [EMAIL] or
[PHONE]. I will do my best to respond
promptly to your email when I return on
mm/dd.
Best Regards,
Netiquette #4

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True or False
Yes, No and Thank You are acceptable ways of replying to a work
email?
A. True
B. False
Health Check

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True or False
Yes, No and Thank You are acceptable ways of replying to a work
email?
A. True
B. False
Health Check

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Quick Reply
According to corporate trainer Bruce Mayhew, “a
quick reply, saying Ill have an answer for you
tomorrow, Yes and/or Thank you is polite and a
simple, time efficient way to be build relationships
and be motivating.” It should also be kept in mind
that the intent of the reply by answering a Yes, No
or Thank You should not seem rude; this will
depend on the relationship between the two
people and the content of email replied to.
Practicing discretion is important.
Netiquette #5
Email view

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Email View - Be concise and to the point
Keep the email to one page for easy reading and
so that there isn’t so much text that it is hard to
comprehend. To do this you could use on average
15-20 words per sentence and around 2-3 lines
per paragraph. 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
frustrating
Netiquette #6
autoreply

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Auto-Replies
Make it personal. Not only should the e-mail be
personally addressed, it should also include
personal i.e. customized content. For this reason
auto replies are usually not very effective.
However, templates can be used effectively in this
way.
Netiquette #7
template

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Templates
There are common templates that are used on the
Service Desk and with other groups so it is
important that you take advantage of these. They
should be used if you include the same
information regularly in emails. Save the details as
response templates and paste them into emails as
required. Alternatively you can save the templates
in a word document, or use pre-formatted emails.
Netiquette #8
longmessage

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Long Messages
 Warn the readers that the message is long
 Create a summary or overview of the message
 If you require a specific response from the
reader then be sure to request that response in
the first paragraph of your email (perhaps using
a list)
 Create headings for each major section (as
appropriate)
Netiquette #9

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Font choice plays an important role in crafting a work email. Which
one of the following is an acceptable font for a work email?
A. Comic Sans
B. Tahoma
C. Lucida Handwriting
D. None of the above
Health Check

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Font choice plays an important role in crafting a work email. Which
one of the following is an acceptable font for a work email?
A. Comic Sans
B. Tahoma
C. Lucida Handwriting
D. None of the above
Health Check

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Basic Fonts
Fonts used should be easy to read and neutral.
They should not set a casual, careless or
celebratory tone for the email. Tahoma, Verdana,
Calibri, Times New Roman, Cambria, and Arial are
some of the commonly-accepted fonts for all
forms of formal writing. In our case, Fujitsu Sans
is also included
Netiquette #10
capital

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Use of Capitals
Using very large fonts or using all capitals should
be avoided, AS IT MAY SEEM LIKE SHOUTING
in electronic communication.
This can be highly ANNOYING and might trigger
an unwanted response in the form of a
flame mail.
Netiquette #11
structure

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Proper Structure and 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 them or
mark each point as separate to keep the overview.
Avoid difficult or complex sentence structures
Netiquette #12
abbreviation

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Emoticons
Emoticons are graphical representations of facial
expressions. Emoticons may be used in some
contexts to clarify what you mean. Should be used
with care in emails to colleagues and should not
be used in emails to customers
Netiquette #14

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Abbreviations
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.
Netiquette #13
emoticons

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YOLO
You Only Live Once

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OOTD
Outfit Of The Day

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ICYMI
In Case You Missed it

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SMH
Shaking My Head

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FOMO
Fear of Missing Out

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AFAIK
As Far As I know

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NSFW
Not Safe For Work

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BAE
Before Anyone Else

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You just finished an awesome power point presentation with high-
definition images for your client. Should you send it to the client’s
inbox?
A. Yes
B. No
Health Check

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You just finished an awesome power point presentation with high-
definition images for your client. Should you send it to the client’s
inbox?
A. Yes
B. No
Health Check

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Attachments
3 attachment considerations
1. File Size
2. Attachment Format
3. Ask First – Then inform
Netiquette #15

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True or False
“New Update” is a perfectly fine example of a subject line.
A. True
B. False
Health Check

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True or False
“New Update” is a perfectly fine example of a subject line.
A. True
B. False
Health Check

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Proper Subject Line
Use a meaningful subject. Try to use a
subject that is meaningful to the recipient
as well as yourself. For instance, when you
send an email to a company requesting
information about a product, it is better to
mention the actual name of the product,
e.g. 'Product A information' than to just say
'product information' or the company's
name in the subject.
Netiquette #16

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The client is visiting your office and you are responsible for arranging his
transport. There have been complications with the car hire company,
however, and you need to suggest to your boss that he use alternative
transport options instead. You have compiled a list of chauffeur services,
taxis and public transport choices, and are prepared to discuss different
options. How will you write your subject line?

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A question about what time will your One-To-One coaching session with
your Boss is on Friday, explaining that you lost your printed schedule.
How will you write your subject line?

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An email delivering a final report that you have completed, requested by
your Team Lead two days ago. You have studied the results of a recent
project, and have presented your findings with tables, graphs, and
detailed conclusions.
How will you write your subject line?

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An email answering a colleague’s request that you swap shifts next
Tuesday. You wish to suggest switching for your Wednesday shift, so that
you can visit your parents, who live abroad that is in town from
Wednesday to Friday.
How will you write your subject line?

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True or False
If an email has been sent to you and 10 other people together,
replying to the entire group is not necessary.
A. True
B. False
Health Check

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True or False
If an email has been sent to you and 10 other people together,
replying to the entire group is not necessary.
A. True
B. False
Health Check

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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. For
example, If a team is working on a project
and everyone needs to be updated, it’s
fine. Otherwise, just replying to the sender
will suffice.
Netiquette #17

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Message Thread
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'.
Netiquette #18
Broadcast ema

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Broadcast Email
Branding is extremely important
Consistency with text and formatting is
imperative
If you are sending out reports or outage
notifications, make sure that you use the same
subject headings each time
Netiquette #19

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Which sentence do you think is most appropriate in professional
communication?
A. Thank you so much.
B. Thank you so much!!!
C. Thanks much!
D. Thank you sooooo much :)
Health Check

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Which sentence do you think is most appropriate in professional
communication?
A. Thank you so much.
B. Thank you so much!!!
C. Thanks much!
D. Thank you sooooo much :)
Health Check

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Punctuation
It doesn’t hurt to simply stick to basics
when it comes to writing professional
emails.. Using too much punctuation to
perk up the content won’t accomplish
anything; the result can appear too
emotional or immature. If you choose to
use an exclamation point to convey
excitement, use only one.
Netiquette #20
High-prio

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High-Priority
.Do not overuse the high priority option. We
all know the story of the boy who cried
wolf. 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'.
Netiquette #21

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Modern day emailing is just like texting. Using acronyms, omitting
punctuation, and relaxing grammar rules are increasingly acceptable
ways to save time and keep it concise.
A. Completely true
B. Somewhat true
C. False
Health Check

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Modern day emailing is just like texting. Using acronyms, omitting
punctuation, and relaxing grammar rules are increasingly acceptable
ways to save time and keep it concise.
A. Completely true
B. Somewhat true
C. False
Health Check

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Relaxed Grammar
Many people forget that SMS/texting once
had limited characters, making cuts in
phrases and punctuation along with
grammar are completely reasonable. But
emails face no such predicament.
Netiquette #22

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Line by Line
Chain Letters

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True or False.
An email reply must answer all questions and pre-empt further
questions
A. True
B. False
Health Check

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True or False.
An email reply must answer all questions and pre-empt further
questions
A. True
B. False
Health Check

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Answer all questions
If you do not answer all the questions in
the original email, you will receive further
e-mails regarding the unanswered
questions, Moreover, if you are able to
pre-empt relevant questions, your
customer or colleague will be grateful and
impressed with your efficient and thoughtful
customer service.
Netiquette #23

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Choose the best sentence
A. Users should add a signature by configuring
his email program
B. Users should add a signature by configuring
the email program
C. Users should add a signature by configuring
her email program
Health Check

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Choose the best sentence
A. Users should add a signature by configuring
his email program
B. Users should add a signature by configuring
the email program
C. Users should add a signature by configuring
her email program
Health Check

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Gender Neutral
Keep your language gender neutral. In this
day and age, avoid using sexist language.
Apart from using he/she, you can also use
the neutral gender.
Netiquette #24

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Choose the best sentence
A. We will process your request today.
B. Your request will be processed today.
C. All Requests submitted will be processed today.
D. Your request was received and processed.
Health Check

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Choose the best sentence
A. We will process your request today.
B. Your request will be processed today.
C. All Requests submitted will be processed today.
D. Your request was received and processed.
Health Check

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Active Voice
In active voice, the person acting is clear.
In passive voice, the writer does not
specify who is acting.
Active voice is more direct and concise
than passive voice. Active voice sounds
more responsible
Netiquette #25

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Basic Don’ts

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This will almost always annoy your recipient before they even read your
message. Besides, it usually does not work anyway since the recipient
could have blocked that function, or their software might not support it.
If you want to know whether an email was received it is better to ask the
recipient to let you know if it was received.
Do not request delivery and read receipts

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Biggest chances are that your message has already been delivered and
read. A recall request would look very silly in that case wouldn't it? It is
better just to send an email to say that you have made a mistake. This will
look much more honest than trying to recall a message.
Do not ask to recall a message

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Sending an email is like sending a postcard. If you don't want your email
to be displayed on a bulletin board, don't send it. Moreover, never make
any libelous, sexist or racially discriminating comments in emails, even if
they are meant to be a joke.
Do not discuss confidential information

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Don't send or forward emails containing libelous, defamatory, offensive,
racist or obscene remarks. By sending or even just forwarding one
libelous, or offensive remark in an email, you and your company can face
court cases resulting in multi-million dollar penalties.
Don't use libelous, defamatory, racist or obscene remarks

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By forwarding hoaxes you use valuable bandwidth and sometimes virus
hoaxes contain viruses themselves, by attaching a so-called file that will
stop the dangerous virus. The same goes for chain letters that promise
incredible riches or ask your help for a charitable cause. Even if the
content seems to be bona fide, the senders are usually not. Since it is
impossible to find out whether a chain letter is real or not, the best place
for it is the recycle bin.
Don't forward virus hoaxes and chain letters

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By replying to spam or by unsubscribing, you are confirming that your
email address is 'live'. Confirming this will only generate even more spam.
Therefore, just hit the delete button or use email software to remove spam
automatically.
Don't reply to spam

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Writing Exercises

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Scenario: You are a manager for Zaxby’s in Matocon, at
store #232. There has been an ongoing issue with
employees not clocking out for their breaks; therefore they
are getting paid to take breaks for as long as they want. You
need to tell all employees in your section to make sure they
are clocking out when they take a break and clock back in
when they return from their break.

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Scenario: You are an employee at Zaxby’s in Matocon, your
boss asked you verbally to send your daily attendance and
time in motion tracker. You have just completed the excel
sheet from scratch as he did not send any template. Create
an email message to your boss in response to this request.

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Scenario: You received an escalation from Sandy Smith
about poor service she received from your team. Write an
email to her about her escalation. She needs to hear a
response from you but you don’t have a resolution yet.

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Email Styles

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We often operate at a semi-formal level. Language is friendly and
welcoming, but with some formal expressions. However, when dealing
with people outside the company and people that you have never met,
formal English is used.
Formal emails are also used in business transactions: purchasing,
ordering, booking, apologizing, etc. In certain larger companies, formal
writing is frequently used in emails sent among colleagues, especially
when corresponding with people at different levels of the organization.
Email Style

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Contractions
When writing formal emails, do not use contractions, such as I’m, he’d,
you’ll, etc.
Semi-formal / Informal : I’m writing to ask if you’ve seen the news from
Crisse
Formal : I am writing to ask if you have seen the news from Crisse.
Email Style

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Modal Verbs
To make requests and give instructions, formal English frequently uses
modal verbs: would, could etc. However, note that modal verbs are also
used in this way in informal and semi-formal English.
Semi-formal : Can you deliver the report by tomorrow?
Formal : Would you be able to deliver the report by tomorrow?
Semi-formal : Can you ask Pierre to come to the meeting?
Formal : Could you ask Pierre to come to the meeting?
Email Style

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Questions
In preference to asking a direct question, formal emails frequently use
indirect questions.
Informal : I’d like to ask for some help.
Formal : I would like to request some assistance
Informal : After I hear back from the suppliers, I’ll get back to Mr Brown.
Formal : Once I have received the information from our suppliers, I will
reply to Mr Braun’s email.
Email Style

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Vocabulary
Formal emails tend to use slightly different vocabulary to informal emails.
Informal emails often use phrasal verbs and sound more like standard
spoken English.
Informal : Do you want to join us for dinner on Tuesday?
Formal : I wonder if you would like to join us for dinner on Tuesday.
Informal : Have the components been ordered yet?
Formal : Could you see if the components have been ordered yet?
Email Style

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Certain terms have a formal or informal equivalent. Try not to mix informal
and formal styles in the same email.
Email Style

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Hi [client first name],
Our Desktop Team are checking some details with the telecommunications provider
now to confirm what is required for you to make international calls.
We understand that you have an urgent requirement for this to be resolved prior to
your departure for overseas. A member of the Desktop team will come and see you
in approximately 15 minutes with an update.
If you have any other queries, please contact the Service Desk on phone 02 9033
2858.
FORMAL EMAIL

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Hi [first name],
04/03/2013 – 10/03/2013 = 38 hours missing.
Can you please have this updated by 12oclock tomorrow Wednesday 20th March.
If you have any queries or have already done this please let me know.
Thanks
Crisse
.
INFORMAL EMAIL

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Activity:
Classify each example
of e-mail use as either
appropriate or
inappropriate. Each
category may match to
more than one example.

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Example 1:
Thanks for stopping by my desk and helping
with that last project. I'm sure I couldn't have
done it without you :-).
It's appropriate to use an emoticon like a
smiling face to convey tone in an informal e-
mail thanking a colleague.

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Example 2:
"Do you need ALL the proofs TODAY?"
The use of uppercase in this message makes
the writer's question appear aggressive,
which is inappropriate in a business
communication.

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Example 3:
"These problems is going to have to be handled
soon. Missing information on application forms,
incorrect address details for clients. Forms
being categorized wrongly."
This message is inappropriate because it
doesn't use effective composition. It includes
grammatical errors, including incomplete
sentences.

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Example 4:
"I'm afraid I won't be able to attend the meeting
tomorrow due to a dental appointment. I'll ask
Tim to go over what was covered with me."
This message is simple and to the point. It
uses an appropriate tone, doesn't include
inappropriate formatting, and is properly
composed.

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Controlling your inbox

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Developing an approach to processing your Inbox can help you to gain
more control, improve your response time, and keep up with critical
actions and due dates.
 Set up a simple and effective email reference system
 Schedule uninterrupted time to process and organise email (where
possible)
 Process one item at a time, starting at the top
 Use the "Four Ds for Decision-Making" model
Controlling your inbox

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Reference information is information that is not required to complete an
action; it is information that you keep in case you need it later. Reference
information is stored in your reference system—an email reference folder,
your My Documents folder, or a company intranet site, for example.
Action information is information you must have to complete an action.
Action information is stored with the action, either on your to-do list or on
your Calendar.
Set up a simple and effective email reference system

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Book yourself a recurring appointment for an hour a day to process email,
and mark that time as "busy." During that hour, don't answer the phone or
take interruptions, and work only on processing your Inbox. You can also
turn off the audio alert that sounds each time you receive a new email—
which can be a distraction in itself. In Outlook, click the File tab. Click
Options. On the Mail tab, under Message arrival, clear the Play a
sound check box.
Schedule uninterrupted time to process and organize email

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When you sit down to process your email, the first step is to sort it by the
order in which you will process it. For example, you can filter by date, by
subject, or even by the sender or receiver of the email message. In
Outlook 2010, on the View tab, in the Arrangement group, click the
arrangement option you want.
Process one item at a time, starting at the top

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The "Four Ds for Decision-Making" model (4 Ds) is a valuable tool for
processing email, helping you to quickly decide what action to take with
each item and how to remove it from your Inbox.
Four Ds for Decision-Making

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Questions to ask yourself to help you decide what to delete:
Does the message relate to a meaningful objective you're currently
working on? If not, you can probably delete it. Why keep information that
doesn't relate to your main focus?
Does the message contain information you can find elsewhere? If so,
delete it.
Does the message contain information that you will refer to within the next
six months? If not, delete it.
Does the message contain information that you're required to keep? If
not, delete it.
doit
Delete it

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If you can't delete the email messages, ask yourself, "What specific action
do I need to take?" and "Can I do it in less than two minutes?" If you can,
just do it.
You could file the message, you could respond to the message, or you
could make a phone call. You can probably handle about one-third of your
email messages in less than two minutes.
Do it
delegate

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If you can't delete it or do it in two minutes or less, can you forward the
email to an appropriate team member who can take care of the task?
If you can delegate it (forward it to another team member to handle), do
so right away. You should be able to compose and send the delegating
message in about two minutes. After you have forwarded the message,
delete the original message or move it into your email reference system.
Delegate it
defer

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If you cannot delete it, do it in less than two minutes, or delegate it, the
action required is something that only you can accomplish and that will
take more than two minutes. Because this is your dedicated email
processing time, you need to defer it and deal with it after you are done
processing your email. You’ll probably find that about 20 percent of your
email messages have to be deferred.
Defer it
There are two things you can do to
defer a message: Turn it into an
actionable task, or turn it into an
appointment

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Outlook Calendar

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Have you ever noticed the difference between an Event, Appointment
and Meeting in your calendar?
An event in Microsoft Outlook it blocks the entire day.
Then if you designate a time frame for the event the form switches to an
appointment .
If you add other people to the appointment, the form switches to a
meeting.
Outlook Calendar
delegate

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An event is an activity that lasts 24 hours or longer. Some examples of an
event include a trade show, a life event, a vacation or a seminar. Usually,
an event occurs once and can last for one day or several days. An annual
event, such as a birthday or anniversary, occurs yearly on a specific date.
Events and annual events do not occupy blocks of time in your calendar;
instead they appear in banners.
Events
delegate

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When you schedule an appointment it should be an activity that you
schedule in your calendar that does not involve reserving resources or
inviting other people. You may choose to use an appointment designation
if you need to set aside some time to do research or set a recurring
weekly or monthly appointment for yourself to prepare a report. You can
also specify how your calendar looks to others by designating the time an
appointment takes as “Free”,” Tentative”, “Busy” or “Out of Office”.
Appointment
delegate

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A meeting is an appointment, but more. You reserve a period of time,
invite people to, or reserve resources for a meeting. You can create and
send meeting requests and reserve resources for face-to-face meetings
or for online meetings, such as Microsoft Lync. When you create a
meeting, you identify the people to invite and the resources to reserve
and you pick a meeting time.
Meeting
delegate

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Calendar Etiquette – Common Errors

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Double-booking over someone’s appointment already in calendar is a big
no-no. Double-booking over another appointment suggests you do not
care about the time of others or the work they have already put into
something.
Use Scheduling assistant to check their availability first.
Double-booking Calendar Invites
delegate

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If someone has numerous calendar entries on a given day, give them the
respect of booking your entry for another day.
There are people whose calendar is stacked on certain days. And there is
nothing worse than someone scheduling a “quick catch-up” in their last
available 30-minute time slot.
Give them time to have a quick break or lunch.
Booking Last Available Time Slot
delegate

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When sending a calendar invite, write clear expectations for all parties
attending the meeting or call.
4When receiving a calendar invite, read the invitation and associated
attachments ASAP. Reviewing this material prior to the meeting or call
can eliminate those clunky meeting starts while the unprepared get up to
speed on everyone else’s time.
Not reading the calendar invitations you receive
delegate

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Objective and Overview revisited
Email Etiquette
 Anatomy of an email
 Parts of a business email – Opening – Focus – Action – Closing
 25 Basic Netiquettes
 Basic Don'ts in emails
 Email Styles – Formal – Informal
 Controlling your inbox
 4D’s for Decision Making
 Outlook Calendar – Event – Appointment – Meeting
 Calendar Common Errors

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Do you have any
Email Etiquette

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“It only takes 4 seconds to make an
impression. Be remembered for your
style of communication not your
username.”
Email Etiquette
Crissette S. Tanola c.tanola@ph.fujitsu.com 7937900 loc 5648

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