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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
2
Why Email?
• Relatively Inexpensive
• Great return on investment
• Increase engagement, build relationships
• People prefer to receive emails.
What is an Email?
• Email stands for electronic mail
• Think of it as an electronic letter
• You do not print it out & mail it
• Instead it is sent electronically over the internet
Some examples of popular top level domains
& what they signify
• .aero air transport industry
• .asia Asia- Pacific region
• .com commercial
• .edu educational
• .gov governmental
• .museum museums
• .net networks
Which email type to choose
There are 2 types of email software.
• Standard Email Software Which Comes As Part of The Software Package Installed On
Your Pc.
Example: Outlook Express & Microsoft Outlook
• The other type of email is web based email
• Do not need email software because it is on the internet
• Usually free
Example: Microsoft’s Hotmail Or Google’s Gmail
• Internet providers often give free email (examples are comcast & verizon)
E-mail safety basics
• Never give anyone your password.
• Keep your password hidden in a safe place and change it frequently.
• DO NOT open an email unless you know who it’s from because it could be
spyware or a virus. DELETE THIS EMAIL IMMEDIATELY
• DO NOT open any attachments from anyone even if you know them unless the
attachment is run through an anti-virus program first.
• Use common sense-keep personal information personal. Never give it out to
anyone on the internet.
• DO NOT be caught by the spammer’s favorite trick “Remember me” in the
subject heading
• Log off when done
Communication
Face to Face
On the Phone
Written
On The Phone
Verbal
40%
Non - Verbal
0%
Tone of Voice
60%
Written
Written communication should always be more polished
and formal than real life spoken communication
Tone of Voice
0%
Verbal
0%
Non Verbal
100%
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
Why is E-Mail Etiquette Important?
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.
Importance of Email Etiquette
• There is no disputing the convenience and speed of emailing others for
reasons both professional and personal
• Co-workers, 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!!
The Five C’s Of E-Mail Writing
• Concise
• Clear
• Complete
• Courteous
• Correct
What are the etiquette rules?
• There are many etiquette guides and many different
etiquette rules.
• Some rules will differ according to the nature of your
business and the corporate culture.
• Following slide lists what is considered as the 32 most
important email etiquette rules that apply to nearly all
companies.
E-Mail Etiquette Tips
• Be Concise and to the point.
• Answer all Questions.
• Use proper spelling, grammar & punctuation.
• Make it personal.
• Use templates for frequently used responses.
• Answer swiftly.
• Do not attach unnecessary files.
E-Mail Etiquette Tips
• Use proper structure & layout.
• Do not overuse the high priority option.
• Do not write in CAPITALS.
• Do not leave out the message thread.
• Add disclaimers to your emails.
• Read the email before sending it.
• Do not overuse Reply to All.
• Mailings > use the bcc: field or do a mail merge.
• Take care with abbreviations and emotions.
E-Mail Etiquette Tips
• Be careful with formatting.
• Take care with rich text and HTML messages.
• Do not forward chain letters.
• Do not request delivery and read receipts.
• Do not ask to recall a message.
• Do not copy a message or attachment without permission.
• Do not use email to discuss confidential information.
• Use a meaningful subject.
E-Mail Etiquette Tips
• Use active instead of passive.
• Avoid using URGENT and IMPORTANT.
• Avoid long sentences.
• Do not send or forward emails containing libelous, defamatory,
offensive, racist or obscene remarks.
• Do not forward virus hoaxes and chain letters.
• Keep your language gender neutral.
• Do not reply to Spam.
• Use cc: field sparingly.
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
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
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
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!
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
Useless Subject Line
• What to do?
• ????
• Re:- FYI
• Two things
• Great News
• Urgent
• Status
• Quick Question
• Help
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
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
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
Message Length
• Use “white space” in the form of new sentences between 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)
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 is 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
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.
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
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
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
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
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
TO:………….
Beware of putting too many names in the TO line
To: James, Tracey, Michael
Subject: Meeting
Hierarchy
Many people are obsessed with Hierarchy so take care when adding
names to the TO field.
TO:- Senior manager, Assistant Manager, Team Leader
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
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
Attachments
• In order to attach a file, you click on the paper clip
• Before sending a very large attachment, you should compress it
Practical Communication Principles (PCPs)
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)
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.
Drafting Certain types of E-Mails
Drafting an E-mail:
• An Apology
• Requesting for Information
• Asking for Clarification
• Addressing Multiple people
• Writing a Complaint
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
Requesting for Information
• State the request
• Support with details
• Specifications
Requesting Information
Asking for Clarification..!!
Asking for Clarification
In case you have more doubts, number them or bullet them
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
Addressing Multiple People
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
A Complaint E-Mail
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
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
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
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
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….
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
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
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 sendthe
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
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
7/28/2016
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.”
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
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.
Choose the best response!
Beginning & Ending are very important
2. In-company email - request
(no salutation)
Could you…
End
Thanks / Cheers
1. Business email – friendly
Dear (+ first name)
Just a quick note to remind you
about
End
Best wishes / Kind regards
Beginning & Ending are very important(Contd…)
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
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
Emails shouldn’t be used for…
• Discipline
• Grades
• Conflict resolution
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
Setting Up A Meeting
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
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:
1. Your first and last names
2. Your title and your organization’s name
3. Your full address
4. Your telephone # & ext #
5. Your website address
6. Fax #
Signature Block
Signature Block
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)
82
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.
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:
1. The dates during which you’ll be absent
2. If / when you’ll be responding to e-mail
3. Whom they can contact in your absence
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'
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'
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
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
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
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
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
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:
1. Ensure the format allows it to be read with ease
2. Correct any grammar/spelling errors
3. Remove, and replace if necessary, any words which may be misinterpreted
4. Make sure that your responses to questions are clearly identified with the question
5. Have a nice greeting
6. Have a proper sign off
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?
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.
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
When Email Won’t Work
• There are times when you need to take your discussion out of the virtual
world and make a phone call.
• If things become very heated, a lot of misunderstanding occurs, or when
you are delivering very delicate news then the best way is still face-to
face.
GOLDEN RULE
REMEMBER THE HUMAN!

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Email Etiquette

  • 1. By
  • 2. 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 2
  • 3. Why Email? • Relatively Inexpensive • Great return on investment • Increase engagement, build relationships • People prefer to receive emails.
  • 4.
  • 5. What is an Email? • Email stands for electronic mail • Think of it as an electronic letter • You do not print it out & mail it • Instead it is sent electronically over the internet
  • 6. Some examples of popular top level domains & what they signify • .aero air transport industry • .asia Asia- Pacific region • .com commercial • .edu educational • .gov governmental • .museum museums • .net networks
  • 7. Which email type to choose There are 2 types of email software. • Standard Email Software Which Comes As Part of The Software Package Installed On Your Pc. Example: Outlook Express & Microsoft Outlook • The other type of email is web based email • Do not need email software because it is on the internet • Usually free Example: Microsoft’s Hotmail Or Google’s Gmail • Internet providers often give free email (examples are comcast & verizon)
  • 8. E-mail safety basics • Never give anyone your password. • Keep your password hidden in a safe place and change it frequently. • DO NOT open an email unless you know who it’s from because it could be spyware or a virus. DELETE THIS EMAIL IMMEDIATELY • DO NOT open any attachments from anyone even if you know them unless the attachment is run through an anti-virus program first. • Use common sense-keep personal information personal. Never give it out to anyone on the internet. • DO NOT be caught by the spammer’s favorite trick “Remember me” in the subject heading • Log off when done
  • 9. Communication Face to Face On the Phone Written
  • 10. On The Phone Verbal 40% Non - Verbal 0% Tone of Voice 60%
  • 11. Written Written communication should always be more polished and formal than real life spoken communication Tone of Voice 0% Verbal 0% Non Verbal 100%
  • 12. 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
  • 13. Why is E-Mail Etiquette Important?
  • 14. 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.
  • 15. Importance of Email Etiquette • There is no disputing the convenience and speed of emailing others for reasons both professional and personal • Co-workers, 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!!
  • 16. The Five C’s Of E-Mail Writing • Concise • Clear • Complete • Courteous • Correct
  • 17. What are the etiquette rules? • There are many etiquette guides and many different etiquette rules. • Some rules will differ according to the nature of your business and the corporate culture. • Following slide lists what is considered as the 32 most important email etiquette rules that apply to nearly all companies.
  • 18. E-Mail Etiquette Tips • Be Concise and to the point. • Answer all Questions. • Use proper spelling, grammar & punctuation. • Make it personal. • Use templates for frequently used responses. • Answer swiftly. • Do not attach unnecessary files.
  • 19. E-Mail Etiquette Tips • Use proper structure & layout. • Do not overuse the high priority option. • Do not write in CAPITALS. • Do not leave out the message thread. • Add disclaimers to your emails. • Read the email before sending it. • Do not overuse Reply to All. • Mailings > use the bcc: field or do a mail merge. • Take care with abbreviations and emotions.
  • 20. E-Mail Etiquette Tips • Be careful with formatting. • Take care with rich text and HTML messages. • Do not forward chain letters. • Do not request delivery and read receipts. • Do not ask to recall a message. • Do not copy a message or attachment without permission. • Do not use email to discuss confidential information. • Use a meaningful subject.
  • 21. E-Mail Etiquette Tips • Use active instead of passive. • Avoid using URGENT and IMPORTANT. • Avoid long sentences. • Do not send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks. • Do not forward virus hoaxes and chain letters. • Keep your language gender neutral. • Do not reply to Spam. • Use cc: field sparingly.
  • 22. 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
  • 23. 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
  • 24. 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
  • 25. 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!
  • 26. 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
  • 27. Useless Subject Line • What to do? • ???? • Re:- FYI • Two things • Great News • Urgent • Status • Quick Question • Help
  • 28. 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
  • 29. 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
  • 30. 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
  • 31. Message Length • Use “white space” in the form of new sentences between 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)
  • 32.
  • 33.
  • 34. 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 is 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
  • 35. 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.
  • 36. 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
  • 37. 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
  • 38. 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
  • 39. 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
  • 40. 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
  • 41. TO:…………. Beware of putting too many names in the TO line To: James, Tracey, Michael Subject: Meeting
  • 42. Hierarchy Many people are obsessed with Hierarchy so take care when adding names to the TO field. TO:- Senior manager, Assistant Manager, Team Leader
  • 43. 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
  • 44. 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
  • 45. Attachments • In order to attach a file, you click on the paper clip • Before sending a very large attachment, you should compress it
  • 46.
  • 47. Practical Communication Principles (PCPs) 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.
  • 48. Practical Communication Principles (PCPs) 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.
  • 49. Drafting Certain types of E-Mails Drafting an E-mail: • An Apology • Requesting for Information • Asking for Clarification • Addressing Multiple people • Writing a Complaint
  • 50. 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
  • 51.
  • 52. Requesting for Information • State the request • Support with details • Specifications
  • 54. Asking for Clarification..!! Asking for Clarification In case you have more doubts, number them or bullet them
  • 55. 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
  • 57. 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
  • 59. 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
  • 60. 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
  • 61. 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
  • 62. 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
  • 63. 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….
  • 64. 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
  • 65. 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
  • 66. 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 sendthe 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
  • 67. 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 7/28/2016
  • 68. 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.”
  • 69. 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
  • 70. 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.
  • 71. Choose the best response!
  • 72. Beginning & Ending are very important 2. In-company email - request (no salutation) Could you… End Thanks / Cheers 1. Business email – friendly Dear (+ first name) Just a quick note to remind you about End Best wishes / Kind regards
  • 73. Beginning & Ending are very important(Contd…) 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
  • 74. 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
  • 75. Emails shouldn’t be used for… • Discipline • Grades • Conflict resolution
  • 76. 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
  • 77. Setting Up A Meeting
  • 78. 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
  • 79. 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: 1. Your first and last names 2. Your title and your organization’s name 3. Your full address 4. Your telephone # & ext # 5. Your website address 6. Fax #
  • 82. 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) 82
  • 83. 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.
  • 84. 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: 1. The dates during which you’ll be absent 2. If / when you’ll be responding to e-mail 3. Whom they can contact in your absence
  • 85. 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'
  • 86. 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'
  • 87. 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
  • 88. 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
  • 89. 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
  • 90. 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
  • 91. 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
  • 92. 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: 1. Ensure the format allows it to be read with ease 2. Correct any grammar/spelling errors 3. Remove, and replace if necessary, any words which may be misinterpreted 4. Make sure that your responses to questions are clearly identified with the question 5. Have a nice greeting 6. Have a proper sign off
  • 93. 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?
  • 94. 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.
  • 95. 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
  • 96. When Email Won’t Work • There are times when you need to take your discussion out of the virtual world and make a phone call. • If things become very heated, a lot of misunderstanding occurs, or when you are delivering very delicate news then the best way is still face-to face.
  • 97.