5. Read_Write_Manage_email

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Modified Version – Rabi Mahapatra
BD – 24thNOV 2016
1

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course objectives
2
1) Understand what is a quality e-mail and its impact
2) Understand the technique to read mail and write
emails
3) Understand managing and maintenance of email
4) Understand Outlook Techniques
Rate your knowledge now!!

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Agenda
3
part 2 how to “read” a mail
part 1 understand the impact of quality emails
part 3 how to ‘write’ / ‘answer’ a mail
part 5 great productivity through getting your email organized
part 4 internal communications with Do’s and Don’ts + formal vs informal emails
part 6 conclusion & 6 months plan

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part 1: understand the impact of quality emails
questionnaire feedback
a) Do you think that the quality and content of a written
communication to a Customer can significantly impact
the “Image” of the Company? and elaborate why?
b) Do you think that the quality and content of a written
communication to a Customer can significantly impact
the “feeling” that a Customer has on how “easy &
convenient” it is to deal with us as opposed to other
suppliers? and elaborate why?
4

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c) If it is a fact that more than 50% of “easy & convenient to deal
with” depends & the quality of reading & writing of mails by
Merchandiser  How do you score 0/10 on your quality of
communication? If score is less 8/10 → what do you believe
will bring you to 8/10.
d) Send us 4 mails from Customers to you which satisfy the
following criteria:
• Mail that gives you a “good” image of the Customers
company.
• Mail that gives you a “bad” image of the Customers
company.

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• A mail that makes life simple & easy for you in your next
step.
• A mail that makes life complicated & confusing & time
consuming for you.
e) Answer the following:
• Do you think most buyers are lazy or not?
• If they are lazy → what implication does this have for you
as a Merchandiser.
• Do you think that buyers are under “time & work”
pressure or not?
• If so, what implication does this have for you as a
Merchandiser?

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© CT Merchandising Academy
Course 2/v9
7
CIEL company image
• Our Customer is 15,000 km away, all confidence is based on
– the quality of our samples
– the quality of our communication
– our reputation
• The "image" of the company is largely based on emails you
send.

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our objectives
Learn how to become a “Great”
communicator
We are “easy & convenient”
We save the buyer ‘time’ & ‘money”
We are better than our competitor

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Agenda
9

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part 2 - how to read a mail
a) Print out and elaborate the technique you use in “reading” mails in a
way that will allow you to answer it best?
b) When is “printing” of a mail something important and why?
c) What do you understand by 1st degree & 2nd degree reading [see
your Marketing Executive] → elaborate? Give an example in your
personal or professional environment where you have experienced
“2nd degree” reading or “interpretation” from another person &
elaborate how you felt about it at the moment.
d) How do you ‘feel” and what self talk goes through your mind when
you receive a very ‘unclear’ & ‘confusing’ correspondence from
someone? What is your ‘opinion’ of the person who sent it?

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reading technique
Do a 1st reading
Decide if needed to print or not
Do a 2nd degree reading
Highlight all points which need to be clarified (ie a, b and c)
Highlight all points which need to be answered (ie 1, 2, 3)
Identify areas which need 2nd degree reply and gather appropriate
info

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Hi Nicole,
Further to a review of Fairtrade knitwear we would like to make the following amendments.
Kel send out yesterday a swatch of leather for leather colour, emboss and stitch colour. We
have decided to change the artwork of the patch back to original 'FIVEG' which you already
submitted.
We want to change the ½ moon inside to a spade patch. Instead of the patch being in the
outer body colour it needs to be in the inside colour. Please send a mock up with this.
Secondary woven label and back neck label M22 will need to be added to the inner spade
patch.
Please advise if you think these garments can be placed on hangers in stores without being
distorted?
Please find attached the updated trim sheets.
Kind Regards
Katy
individual exercise 1 (page 1/2): apply reading technique

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exercise 1 (page 2/2)
13
Date: 11-12
Floreal
Knitwear Trims/Styling
Debs Description Fabric Comp / Guage
color
code colour outer Spade Patch SUPPLIER STYLE REF Buttons/Zips/Snaps Back Neck Tape Branding Packaging
7270
65% COTTON, 16% LAMBSWOOL,
12% ACRYLIC, 7% NYLON 43 Navy
Spade to be DTM
to wool plaiting
08245002 (correct for fabric
but not style)
DTM HERRINGBONE TAPELeather puller - artwork sent 30.01.08 Swinger Ref - MNE5G01 ADS
??gg 1 Wine Back Neck Label - M20 ADS
?? Grams 63 Grey (Metallic) Secondary Woven Label -MNE5G04 - ADS
Normal machine Wash Soft 73 Brown (Basalte)
DTM TO BODY FIVEG EMBOIDERY ON
LEFT HAND SIDE SLEEVE Size Pip - M21 ADS
amended 14.03 COO label - M55 ADS
DTM TO BODY FIVEG EMBOIDERY ON Swinger Seal - GEN 17 ADS
RIGHT HAND SIDE WHEN FACING
Care Label - MNEG514 - pls follow quality set out in the wash care label
specification
ON CHEST HANGER- tbc
Size cube -TBC
7230
Plaited
Cotton ZN
12% ACRYLIC, 7% NYLON 45 Blue
Spade to be DTM
to wool plaiting
but not style) Zip Tape - DTM TO BODY DTM HERRINGBONE TAPELeather puller - artwork sent 30.01.08 Swinger Ref - MNE5G01
??gg 86 Natural Zipper YKK5 anitque brass Back Neck Label - M20 ADS
756 grams Leather branded puller - one sent 20/12 Secondary Woven Lable -MNE5G04 - ADS
Normal machine Wash Soft
specification
Size cube -TBC
7231
Plaited
Cotton
Snap Nk
12% ACRYLIC, 7% NYLON 73 Brown (Basalte)
Spade to be DTM
to wool plaiting
but not style) Herringbone placket DTM TO BODY DTM HERRINGBONE TAPELeather puller - artwork sent 30.01.08 Swinger Ref - MNE5G01
??gg Antique brass snap Back Neck Label - M20 ADS
?? Grams Secondary Woven Label -MNE5G04 - ADS
specification
Size cube -TBC
7232
Plaited
Cotton ZT
12% ACRYLIC, 7% NYLON 43 Navy
Spade to be DTM
to wool plaiting
but not style) Zip Tape - DTM TO BODY DTM HERRINGBONE TAPELeather puller - artwork sent 30.01.08 Swinger Ref - MNE5G01
??gg Zipper YKK5 anitque brass Back Neck Label - M20 ADS
?? Grams Leather branded puller - one sent 20/12 Secondary Woven Label -MNE5G04 - ADS
specification
Size cube -TBC
Leather outer back neck patch - colour
,emboss and stsitch colour sent 30.01.08
Plaited
Cotton
Crew
FAIRTRADE
,emboss and stitch colour sent 30.01.08

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model answer
Do a 1st reading
Do a 2nd degree reading
Identify areas which need 2nd degree reply and gather appropriate info

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model answer
Hi Nicole,
have decided to change the artwork of the patch (A) back to original 'FIVEG' which you already
submitted (B).
We want to change the ½ moon inside to a spade patch (C). Instead of the patch being in the
outer body colour it needs to be in the inside colour (1). Please send a mock up with this (2).
Secondary worn label and back neck label M22 (D) will need to be added to the inner spade
patch.
Please advise if you think these garments can be placed on hangers (3) in stores without being
distorted?
Kind Regards
Katy
Check the next slide, what this red
and blue highlights represent?

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In blue, points which need to be clarified:
A. Where do we place the leather patch?
B. Is the leather patch approved except for leather colour?
C. No dimensions given for the spade patch
D. Back neck label on trim sheet is M20 whereas it mentions M22
above
In red, points which need to be replied:
1. Confirmation of the new colourway for the spade patch
2. Date on which we can send mock up of spade patch
3. Hanging garments?

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model answer
Do a 1st reading
Do a 1st and 2nd degree reading
Identify areas which need 2nd degree reply and gather appropriate info

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model answer
Hi Nicole,
have decided to change the artwork of the patch (A) back to original 'FIVEG' which you already
submitted (B).
We want to change the ½ moon inside to a spade patch (C). Instead of the patch being in the
outer body colour it needs to be in the inside colour (1). Please send a mock up with this (2).
Secondary worn label and back neck label M22 (D) will need to be added to the inner spade
patch.
Please advise if you think these garments can be placed on hangers (3) in stores without being
distorted?
Kind Regards, Katy
In red, points which need to be replied:
2nd degree reading /reply
a. Send a sketch of spade patch with proposed dimensions and placement of accessories on
same.
b. Give copy of samples to quality dept to do a trial on hanging garments and see if it grows.
To take measurements after one and two weeks and give results to customer.

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Agenda
19

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20
food for thought
1. Which “Supplier” you rather deal with
 A 1st degree communicator” or a “secondary degree”
communicator?
2. Do you think the Customer receiving the 1st degree answer:
a) Feels you are doing your best?
b) Will he send you a follow up request?
part 3 - how to ‘write’ / ‘answer’ a mail

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Important part of Email
To: line is the address of the
person who should receive the
mail either to take action or
record purpose.
CC: Use this field to address people who might not need
to do act on this email.
Subject: Should be brief, give a
clue to the content, need not
be a complete sentence

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Addressing
Limit to who really needs to know.
Make it clear in text who has action and who is
info addressee.
Watch Reply All.
Avoid typing addresses free hand; many
addresses are similar.
Fill in addresses last to avoid sending an
incomplete Email by mistake

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The Subject Line
The Subject line is the first thing the target
receivers see when sorting through their inboxes.
Always write a subject line that is informative,
direct, and states the main issue in the email.
Keep it short; long subjects lines don’t show well
in the browser windows, or are ignored.
Use sentences case, not all caps.
When replying, change the subject line when the
topic changes.

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Examples of bad Subject Lines:
1. Help Needed
2. A tough problem!
3. Very Important
4. Please read
5. Reply immediately
6. Requests for information – URGENT!!
7. URGENT URGENT URGENT!!!
The Subject Line – Use a Meaningful Subject

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Examples of bad subject lines
used by Employee of XXX
Subject Line Inside Matter
India in Trouble Article on India’s falling
growth rate
Contacts Email contained the
employee contact list
I am back Resumed the duties after a
leave
FYR Document attached for
reference

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Subject Line
For Internal email repots: Add “FYI” at the
beginning of the subject line; end with NRN:
Many emails you send are just for
informational purposes and don’t require a
response. Let your recipient know that in the
subject line by beginning with “FYI” and
ending with “NRN” (no response needed).
Example: “FYI: Latest company report. NRN.”

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Message Box
Greetings: Always open your email with a greeting
Opening Sentence
The email information in detail
Closing Sentence
Signature
Please consider the environment before printing the email

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Opening Sentence
Begin with a line of thanks. Find any way to thank
target receivers. This will put them at ease, and it
will make you appear more courteous.
For example, if someone asked a question, you
can begin with:
– Thank you for contacting XXX.
If someone replied to your email, you can
begin with:
– Thank you for your prompt reply.

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Opening Sentence
State your purpose in the opening sentence.
– I am writing to enquire about…
– I am writing in reference to…
Don’t write a long introduction, don’t tell
a story. Skip the niceties.
People just want to know what you
want, so state that, in the first sentence.

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Be brief but polite. Tell them exactly what you
want, in as short an email as possible.
If your message runs longer than two or three
short paragraphs, reduce the message or provide
an attachment.
Remember to say "please" and "thank you." And
mean it.
Don’t type in All Caps – like yelling.

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- Write about one thing
If possible, don’t overwhelm the target receiver.
If you write about multiple things, with multiple
requests, it is likely that:
– your email won’t be read or acted on
– the receiver will only do one of those things
– Stick to one subject, with one request. Once that’s
done, you can send a second one
Use inverted Pyramid

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- Use “If … then” statements
To avoid back-and-forth exchange, and save
time, anticipate the possible responses.
Give a desired action for each possible response.
For example, instead of asking if they’ve received
a response, waiting for a reply, and then replying
to that reply, try and do it all in one email:
– Did you receive a response from Mr. Xena? If so,
please email the report to me by Tuesday. If not,
please follow up and let me know the response
today

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- Keep it professional
Don’t use jokes, emotions, or emoticons.
Do not send inflammatory or emotionally charged
comments via e-mail.
Don’t use abbreviations or acronyms such as PLZ, ROFLOL
(rolling on the floor laughing out loud), or WUWT (whats
up with that).
Avoid exclamation points, ellipses, question marks, bold,
italics, underlines, or multi-colored font.
It is considered very rude to use CAPITAL LETTERS LIKE
THIS BECAUSE IT MEANS THAT YOU ARE SHOUTING

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Closing Sentence
How do you properly end an email? A simple
question, yet so many people are not sure about
what is proper email etiquette.
In the business world, ending an email professionally
is just as important as perfecting the rest of the
message.
If you do it sloppily, you might lose some precious
business opportunities.
Avoid this by following a few basic rules of
professional email conduct

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Closing Sentence – The Closing Remarks
Courtesy is always important, no matter how short
the email is. Before you end your email:
– Thank you for your patience and cooperation.
– Thank you for your consideration.
Include an accurate follow-up statement:
– I will send you additional information.
– I look forward to receiving your input.
– If you have questions or concerns, do let me know.
– I look forward to hearing from you.
If a response is required, specify what, when

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Closing Sentence –“The Closing”
Use a professional closing:
– Best regards,
– Sincerely,
– Thank you,
For more casual emails:
– Best wishes,
– Cheers,
For more formal emails:
– Yours Sincerely,
– Yours Faithfully

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The Email Signature
A professional signature makes it easy to contact you.
Your email account can automatically add these data to
the bottom of the email:
– full professional name
– job title
– business phone/fax numbers
– business street address
– business website, if any
– a legal disclaimer if required by your company.
Depending on policy, you may also want to include a link
to the company’s website or social media pages

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How to put signature in MS-
2010
You can use different
signatures for different
purpose, though you have to
make one signature as
default.

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Use a sensible email signature
An email signature should include your name,
position, company name, address, phone
number, email address and website details.

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Example of bad email signatures

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Do not attach unnecessary
files
ZIP
IT

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Review
CLARITY: Once you’ve written an email, take a
few seconds to read over it before pressing the
Send button. Read it as if you were an outsider
— how clear is it?
AMBIGUITY: Are there any ambiguous
statements that could be interpreted the
wrong way? If so, clarify.
LENGTH: As you review, see if you can shorten
the email, remove words or sentences or even
paragraphs.

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Replying to an Email

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Precaution to take while replying an
email
Answer swiftly
Answer all questions, pre-empt further
questions
Do not overuse reply to all
Refrain from sending one liners

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Precaution to take while replying an
email
Chill out!
Avoid sending a snarky reply to a pissy Email
Wait 24 hours.
Write but don’t send
Often to speak by phone or in person; Email
is not a good tool for “clearing the air.”
Never say in Email what you wouldn’t say in
person.

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Check, and then check again
Before you hit the send button
– Edit and proofread. You may think you are
too busy to do the small stuff, but your
reader may think you are careless,
unqualified, or unprofessional.
– Review and spell-check your email one
more time to make sure its truly perfect.
– Especially if you have attachments, open
the attachment, whether it is the correct
file & final version of your changes done in
that file.

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Finally
Reply promptly to serious messages.
If you need more than 24 hours to collect
information or make a decision, send a
brief note to explain the delay.
Some replies are delayed by electronic
transmission. Explain the delay.
Some messages arrive at the end of the
last working day of the week. Check
emails just before you leave

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Other Things to Remember
Do not use email to discuss confidential /
personal matters
Never try to resolve a conflict via email
Don’t write when you are angry
Pick up the phone

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Good Email Etiquette Costs Nothing
And is Worth A Lot

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part 3 - how to ‘write’ or ‘answer’ a mail
group exercise 2
Apply the writing technique  rewrite the Fair trade mail

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model answer: ideal mail from Fairtrade (1/2)
Hi Nicole,
Further to a review of Fairtrade knitwear we would like to make the following
amendments.
1. Leather back patch
a. Colour :
 Kel send out yesterday a swatch of leather for leather colour.
b. Artwork :
 We have decided to change the artwork of the patch back to
original 'FIVEG' which you already submitted.
 Your submission is approved for all except colour.
c. Position
 Please note same is to be placed on the back of the garment, 2 cm
below centre back neck

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part 3 - how to ‘write’ / ‘answer’ a mail
model answer: ideal mail from Fairtrade (2/2)
2. ½ moon
a. Shape :
 We want to change the ½ moon inside to a spade patch.
b. Colour :
 Please note we also want to change the colour.
 Instead of being in the outer body colour it needs to be in the inside
colour.
c. Trims :
• Secondary worn label and back neck label M20 will need to be added to
the inner spade patch.
• Please see attachment for dimensions and position of accessories as well
as trim sheet.
d. Please submit mock up before production starts
3. Hangers
Please advise if you think these garments can be placed on hangers in stores without
being distorted?
Kind Regards, Katy

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a) What do you understand by 1st & 2nd degree answering to a mail? [see your
Marketing Executive]. Give 1 example of a mail by you or a colleague in your
Company that has 2nd degree answers? Elaborate of how you think the customer
“felt” & “thought” when he read that 2nd degree reply.
b) Do you have any “do’s” & “don’ts” to suggest in writing mails?
c) Are you “scared” of asking clarifications from your customers or direct boss and
therefore, do you sometimes avoid asking the important questions? Do you realise
the consequences/cost of not “clarifying” → please elaborate.
d) Have you ever asked for feedback from your customer on the quality of your
written correspondence? Do you think it is a good idea? How would you ask them
by mail in a “discreet” & “positive way” to give you feedback on your quality of
communication?

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technique of answering (1/2)
1. Learn & understand the “individual” you are answering and his personality profile.
2. Decide if you need to “print out” or not the initial mail from customer.
3. Apply 1st and 2nd degree reading technique to the mail received and “number” the points
that need:
a. Clarification
b. Reply
4. Ask for “clarification” when mail not clear/incomplete → ask the right questions and do
not hesitate to use the ‘phone’ if necessary for clarification.
5. Target 1st reply “on same day” → even if incomplete; however be precise when the rest
of your answer goes.
6. Structure your reply in “paragraphs” and “numbers” in line with points made in the
customer’s mail.

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technique of answering (2/2)
7. For each “point” → answer 1st & 2nd degree if possible and anticipate his next question
+ offer “options” & “solutions” if possible.
8. If you need “feedback” from customer on some points → specify “what feedback” &
“by when” in a separate and structured/numbered paragraph.
9. Closing paragraph  positive + “commercial”
10. When finished writing  “Pause”
 put yourself in the shoes of your customer [in his head]
 read your mail with his eyes
and decide if your correspondence is ‘clear’ & ‘appropriate’ for “HIM” i.e.
Do you make it “easy & convenient” to deal with you
If yes → “Send”
If not → See your Marketing Executive for help in rewriting

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individual exercise 3
Apply the answering technique  reply to the Fair trade mail

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model answer  1st degree reply to Fairtrade
Hi Katy,
Many thanks for your mail dd 30.01.
Well noted amendments requested and need to clarify a few points:
1. Leather patch:
 Can you please confirm if the patch we already submitted is approved for all
(dimension / stitch and emboss) except leather colour.
 Please also advise where you want the patch to be placed on the garment.
2. Spade patch
 Can you please advise what you mean by a spade patch ?
 Can you please send a sketch with dimensions so as to avoid any confusion. Upon
receipt of your sketch, we will send you a mock up for confirmation.
 Well noted the colour of the patch will be the same as the inside of the garment.
3. Back neck trim
 Noted on your trim sheet that back neck label is M20,whereas you mentioned
M22 in your mail. Assume this is a typing mistake but please confirm.
4. Hanging garments
 Will check with our quality team and revert back shortly.
Looking forward hearing from you.
Kind regards,
Nicole

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model perfect answer  1st & 2nd degree reply to Fairtrade
Hi Katy,
Many thanks for your mail dd 30.01 received with thanks.
Well noted amendments requested and need to clarify a few points :
1. Leather patch :
 Can you please confirm if the patch we already submitted is approved for all (dimension / stitch and
emboss) except leather colour.
2. Spade patch :
 Well noted the colour of the patch will be the same as the inside of the garment.
 A mock up (as per proposed attachment) will be sent end on the 5th February.
3. Back neck trim :
 Noted on your trim sheet that back neck label is M20, whereas you mentioned M22 in your mail.
Assume this is a typing mistake but please confirm.
4. Hanging garments :
 Have handed 2 samples to our quality team to test. We will take dimensions before placing them on
hangers and check dimensions 5 and 10 days later. This will enable us to have more precise information
about its growth. Hope you can bear with us till the 10th Feb to receive this info.
Looking forward hearing from you.
Kind regards, Nicole
Inside spade patch
18 cm wide at top
placed 2 cm below neck centre
10 cms high
12 cm wide at bottom
Patch stitching visible from the outside
placed 2 cm below neck centre
leather patch 5G
Maine back neck
label

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There is a problem with Planning on Order 081000 Colour Brown
Out of 1500 pieces, yarn is missing for 500 pieces
 Write a mail to inform your Customer

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model sharing exercise 4
1st degree :
Sorry to inform you we will have a short shipment of 500 pieces on colour Brown on
order 081000.
2nd degree :
Sorry to inform you we will have a short shipment of 500 pieces on colour Brown on
order 081000.
If we re order the yarn this week, we will be able to send the 500 pieces on the 31st
December.
We therefore have 2 options :
1. We deliver 1000 pieces on the 30th November as contracted and balance 500 pieces
on the 31st December by sea.
2. We send only 1000 pieces
Please advise which option you consider.
We deeply apologize for any inconvenience this may cause.
Best regards,
Nicole

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Your customer requests the following:
“Can you bring delivery forward from 30/01 to 20/01 for order
1000??”
Note: order delivery 30/01 by sea
 Write a mail to answer your Customer

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model sharing exercise 5
1st degree:
No we cannot. Sorry about this.
2nd degree:
By when do you need your goods in your warehouse? Can you accept a part delivery?
`It will be difficult for us to deliver 100% by 20/01 but we can look at the shipping schedule to see if
we can give these 10 days in “Shipping time”. Also, if you can accept a “part delivery” → I can see possibilities
with our factory.
In any case → you can count on me to do my very best to get these goods to your warehouse on
time.
I look forward to your feedback on “part delivery” possibility.
Best regards,
.....................
N.B: We also have a “delivered air” option which will cost an extra ’25 cents’ per piece over sea
freight cost → Is that an option?

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Agenda
63

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part 4 - internal communications
a) Do you perceive Factory staff/Service depts as “customers” and do
you communicate accordingly? Please elaborate on the ‘why’ of
treating them as customers & implications of doing so/or not doing
so.
b) Elaborate on the “do’s” & “don’ts” of internal communication.
c) How do you use “cc’s” in internal communication so that it is not too
much or too little.

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Give one example when in the past you could have used an
interactive forum for problem solving that would have helped for
better solutions quicker.

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1. Communicate with mills / other departments / factories as if they were Customers
to you  they are your Internal Customers
2. Emails:
a. “Theory of writing” eg Headings 1 – 2 – 3 and bullet points apply to Internal
Communication
b. When Customer’s information is unclear
 do not forward “as is”
 clarify same before forwarding information
c. “To” field should be filled with person(s) whose action(s) are required
d. Make intelligent use of the powerful “cc” tool so that relevant people are on
same information page
 “cc” tool is comparable to a conference call
e. Be specific and clear as to your own or your Customer’s expectations
 The clearer the Input, the better the Outcome
how to communicate internally (1/2)

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3. Shape and customize your internal communication bearing in mind final
recipient’s strengths and weaknesses
4. Interactive forum for problem solving:
a. Email  “cc”ing all people relevant to the problem
 clicking ”reply to all” until problem closed
b. Conference call
c. Conference call / hands free
5. Use more often “face to face” and/or phone calls for urgent internal issues and
back up agreed points by email; conference calls with hands free has advantage
of talking to numerous people at same time
6. Your Internal Packages (handlooms / garment samples / dips / fabrics / washed)
to Mills / Factories / other Departments should always be accompanied by
complete labels / references or printed email + “Attn to” + “Object” +
“Customer”
how to communicate internally (2/2)

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DO’S DON’TS
- Talk to concerned person face to face for
urgent issues
- No “forward” or “post box” attitude of
unclear emails to other departments
- Use your phone more often and back up
with emails
- Call meetings when several persons involved
instead of forwarding extensively mails to all
- When several person involved for problem
solving:
1. Use cc tool intelligently and “Reply to
all” until pb solved
2. Follow up with conference call
do’s & don’ts

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Cc’s
Text
don’ts : unclear text, abusive cc’s

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Dear xxxx,
Will you please arrange for a digital camera for our department?
We face lot of problem whenever we need to borrow from other
department; it is always busy or not available in the office.
yyyyy reading in cc, as usual will you pls give us your full back up
on same.
Thanks & Regards,
zzzz
don’ts : careful of English…

Formal Vs Informal Emails
Subject: Floreal enquiry
Dear Deven,
Rabi Mahapatra
Subject: management training session
Hi Dev
Rabi

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# Formal Informal
1 Subject: Subject Line who you
are + purpose
Subject: Subject Line Topic
2 Greeting: Dear + Name + Comma Greeting: Hi + First Name + no
comma
3 Introduce yourself and your
company then state purpose +
No Contraction
Small Talk + Contraction
4 Polite & Formal Request: I would
be grateful if you could+… + Less
Likely to use abbreviations and
phrasal verbs
Polite & Spoken Request: I was
wondering if you could+… +
Abbreviation + Phrasal verbs help
me out.

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# Formal Informal
5 More background before a
second polite and indirect
request: Would it be possible to
+…
Neutral Request – Could you
please + …+Direct Questions
6 Change of Topic with acronym
BTW for the phrase By the way…
Flexible punctuation: dash often
replaces comma.
7 Standard Thank you phrase +
polite sign off with comma
Open Punctuation (no comma)
8 Full Name ‘Nick Name’ – more familiar name

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FORMAL INFORMAL
More ‘written style More ‘spoken’ style
More introduction and background More small talk
Longer words Shorter words
Longer requests Shorter requests
No phrasal verbs Phrasal verbs
Indirect questions Direct questions
Closed and traditional punctuation Open and flexible punctuation
No contractions Contractions
Less acronym and abbreviations More acronyms and abbreviations

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Agenda
75

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Confidentiality
Your emails are not private. Avoid
sending confidential, proprietary,
sensitive, personal, potentially
embarrassing, or classified
information via email.

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How to Reduce Emails
Don’t send emails. The simplest solution to the Email
Boomerang Effect is to just not send email unless it’s
absolutely necessary.
Write emails that don’t create more emails. One
problem with email is that it often simply begets more
email.
Be Brutal! Delete, delete, delete,”: The vast majority of
email is transient, repetitive communication”.
Remember: Non Productive email sending and wasting
time of others is a MUDA!!!

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Change What Your Inbox says About You
What’s in your inbox right now?
Do you have emails or do you have none?
Do you know exactly what emails are there? More
importantly, why are they still there? Are they there as a
to-do list or for future reference? For your info? For
follow-up?
what story does it tell? What kind of emails do you see?
Personal, business, spam, newsletters, relevant,
irrelevant? Or a mix of everything? And if you look at
the time span between the oldest email in your inbox
and today, is it days, weeks, months or years?

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Change What Your Inbox says About You
Are you in control of your day, or are you being
controlled by the emails you receive? Are you
empowering your team members, or do you micro-
manage them by asking to be copied on
everything? Are people around you clear about the
things they should and shouldn’t contact you for?
Make your answers factual. Don’t feel bad about
them. Face the reality. The only valid question at
this point is: do you want to keep it this way?

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Managing Email
Organize Email into folders
Review and clean out folders periodically
Don’t print Email unless you need to
refer to it remotely – Think of e-filing:
prepare your e-filing strategy. E-filing can
be used for auditors
Ensure your inbox has got ZERO emails at
the end of the day!

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Managing Email
Create Maximum three folder in order to be
effective in answering email and also searching
emails.
– Action email
– Records
– Need Reply
An action email can further be saved as a ‘Task’
for action and follow-up
Records and Need Reply emails will be there for
periodical cleaning up;

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3 Types of Email
1. Action Email – Need to take some action
on the part of the receiver. Examples: To
change the price Ticket… and then reply
back
2. Records – You record all the email for
future reference
3. Need Reply: You keep all email in this
folder, for which you must have a reply

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Manage Email through Change in
Color
GO TO TAB - VIEW

Manage email through change in color
Click on Add
• Name: To me
• Conditions: Where I am : The only
person on the To line
• Change the Font color as per your
toning taste

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Manage email through
‘Conversation’

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Manage email through ‘Conversation’
A small arrow indicates that you have got
conversations; if you expand it, then you will find all
conv + the color will tell you if the mail is addressed
only to you or you + more or your are only copied

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Tags in Ribbon
Categories
– Applying Categories to emails allow quick sorting
Flags
– Setting Flags on emails can organize tasks
Unread/read
– Can change directly read / unread, as below
– Sorting by category, flag or read status helps manage
inbox – and change their status to read / unread

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Categories
Right click under the category – click on All Categories

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Categories
Add a New Category
or you can change an
existing category. You
can do your statistics
through Categories or
can follow the
Customer E-mails
scientifically (for
example a category
called: late orders or
CP follow-up, etc…)

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Categories
Add a New Category or you can change an
existing category. You can do your statistics
through Categories or can follow the
Customer E-mails scientifically (for example a
category called: late orders or CP follow-up,
etc…)

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Flags
Click on Flag for follow-up.
Use Custom to put a task start and
end date and also can put an alarm
to ensure that you could do the task
on-time

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Rules
Rules help organizing incoming emails
Rules can mange disposing of
unwanted solicitations
Rules help us stay up to date with
information coming into our inbox.

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Rules – by Name
1 3
2
4
5

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Rules – I want to be alerted by
1 2
3
4

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Rules – I want to be alerted by
Click on Sound
and select a
sound
5
6
Click Here
and change
up as los
importance
7
8

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Quick Steps – From Ribbon
1 2

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How To Create A Custom Search Folder For Unread Mail

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How To Create A Custom Search Folder For Unread Mail –
To show on Favorites
1.Click on the Unread Mail from Search Floder
2. Go the Tab “Folder”
3. Click on Favorites.

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Automatically Empty the Deleted Items Folder
1. Click the file tab
2. Click Options
3. On the advanced tab, under “Outlook start and
exit”, select the empty Deleted Item folder
when exiting outlook checkbox.
4. To be notified before the deleted items folder
is emptied automatically, on the advanced tab,
under other, select the prompt for
confirmation before deleting permanently
deleting items check box.

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# 3

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# 4

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Here's how to recover items from the
Recoverable Items folder:
1. In Outlook, go to your email folder
list, and then click Deleted Items.
2. Select tab “Folder”, and then click
Recover Deleted Items From Server.
...
3. Select the item you want to recover,
click Restore Selected Items, and then
click OK.

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Here's how to recover items from the
Recoverable Items folder:
1
2
3
4
5

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How to check Mail Box Size?
Click on:
“File”;
Click on:
“Cleanup
Tools”
Click on:
“Mailbox
Cleanup”

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How to check Mail Box Size?
Click on: “View Mailbox Size”;
You can scroll on the “Folder Size Screen to check the size of the folder is
already used and go back to “Home” to delete items.

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Add the Size field to your
Inbox
Seeing the size of each message as it is
received may help you to delete large
messages or move them to a personal folder
before you are over quota. You can also click
the Size column to sort by size so that your
largest messages are displayed together. To
add a Size field to your Inbox:
With your Inbox active, right-click on any
Inbox column heading.
Select Field Chooser.
Drag the Size field onto the Inbox column
heading list

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Search files
Search files by using more advance options. Click on
the search box – write the word, you want to search,
then you can add even with attachment / subject
etc… also search can be done in sub folders or all
folders.

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How to Manage emails?
Demonstration on line

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Click Calendar to get
started and then click
Schedule View in the
Arrange group of the
Home tab (Figure A). Next,
click Add A Calendar at
the bottom of the
Calendar view area. If you
enter someone's name in
the text box and press
[Enter], Outlook will
search your contacts for
that person's information
and add the calendar
entry in the My Calendars
list.
CALENDAR

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Control the calendar display
Use the check boxes in the My Calendars list to control the
calendars that are displayed in the Calendar view area You
can add as many calendars as you like, but be forewarned —
the more you add to the area, the less you can see.

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Create a calendar group
If you often need to view the calendars of
everyone on your team at the same time, you
can create a calendar group. Begin by clicking
Calendar. Then, in the Manage Calendars
group of the Home tab, click Calendar
Groups. Choose Create New Calendar Group,
enter a name for the group, and click OK.
Select the names of the contacts you want to
add to the group, click Group Members, and
click OK

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Create a calendar group
1 2
3
4

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Open and use a shared calendar
Before you can view other people's calendars, you need their
permission and they need to have set up their calendar to be
shared. You can open a shared calendar by clicking Open
Calendar in the Manage Calendars group and clicking Open
Shared Calendar. In the Open A Shared Calendar dialog box,
click Name to select the person from your contact list. Click OK,
and the shared calendar will open in your Calendar window.

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Open and use a shared
calendar
1
3
2

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How to delete Items from Calendar
1. Click on “View”,
2. Click on “Change View”,
3. Click on “List”
4. You will get the outlook as below
5. You can select one, can select many
or can select all by collapsing the data and
then delete

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Setting Up Out-of-Office Messages in Outlook
2010 – START YOUR SET UP

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Setting Up Out-of-Office Messages in Outlook
2003/7 – START YOUR SET UP

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Setting Up Out-of-Office Messages in Outlook 2010 –
AUTO REPLY TO EXTERNAL E-MAIL ADDRESS

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Setting Up Out-of-Office Messages in Outlook 2010 –
DEACTIVATE OUT-OF-OFFICE AUTOMATIC REPLIES

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They may forget what you said, but they will
never forget how you made them feel - Carl W.
Buechner

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Agenda
127

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Course 2/v9
128
résumé & key words
“Easy and Convenient” to work with
Image of the Company / Group
24 hours reply policy
1st & 2nd degree communication
Structure / Headings and bullet points
Timeline / deadlines importance
Positive and Commercial
Customized communication
Customer’s feedback on communication
Smooth and professional Internal Communication
“to” and “cc” tools
Phone calls if / when needed
Use interactive e-mail forum / conference call
RE-READ YOUR EMAILS BEFORE SENDING
part 5 – conclusion & 6 months plan

Course 2/v9
129
6 months plan
Feedback on writing 2nd degree mails.
Feedback on how internal cc’s can be improved.
part 5 – conclusion & 6 months plan

Course 2/v9
130
Q & A
course objectives understanding rating
1) Understand what is a quality e-mail
2) Understand the impact of quality e-mails
3) Understand the technique to read a mail
4) Understand a 2nd degree answer
tour de table

5. Read_Write_Manage_email

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