The document provides guidelines for effective email usage. It recommends using smart subject lines that describe the content and any required actions. Writers should think before clicking "reply all" and write emails with a call to action in the first 1-3 lines. The guidelines also suggest reducing email load by using text or documents when possible, and stopping email discussions that don't conclude in 1-2 replies. General tips include using tags for urgency and following standards for fonts and formatting. The document calls readers to implement these guidelines to improve email communications.

1. Himanshu Dhaga (Manager Training)
Effective Email
Guidelines

2. Contents
 Email Has Become Ineffective
 Poor Usage Examples
 Use Smart Subject Lines
 Think Before You Click
 Write for Action
 Reducing the Load
 Quality Communications
 Recommended Standards
 General Tips
 Call to Action

3. Email Has Become Ineffective
 It’s a double-edged problem
 Too many messages are floating
around
 Half are unnecessary
 The other half are ineffective
 Fixing the problem lies on our
shoulders

4. Poor Usage Examples
No subject line

5. Poor Usage
Action required and key points are
hidden in the message

6. Poor Usage
-----Original Message-----
From:
Sent: Monday, January 08, 2001 5:46 PM
To: IMS Operations
Subject: Information
I will be gone all day Tuesday/01-9-01 at an Operations Offsite Staff
Meeting.
I will be accessible via cell or pager listed below-
Thanks
Misusing the global distribution list

7. Poor Usage
Discussion that could have been done
on the phone

8. Use Smart Subject Lines
 All messages should have clear and
specific “Subject Lines” that
 describes the message content
 specifies if there are any actions required
& due dates
 mentions clearly who the message is for
 Subject Line Template:
TAG description [actions] [due date] [(EOM)]

9. Use Smart Subject Lines
 Good Subject Line Examples
 FYI ONLY: Meeting minutes from 3/14 discussion
 WSR: Joe Smith – Operations WW17
 ARs Included: Minutes from MRC, all ARs due Friday 4/1
 DISTRIBUTE: Program POR updated & related information
 Bob, Joe: need you at noon meeting Wed w/ your updates
 AGENDA: Staff meeting Thurs 3/12 10:00 pm
 Mary: I will attend the WW FTF & present summary. (EOM)
 Poor Subject Line Examples
 Weekly Minutes
 Here are the URLs
 Re: presentation
 (blank subject line)
 Unrelated subject line – sending an email with an old subject
line that does not relate to this message
TAG description [action] [due dates] [(EOM)]

10. Use Smart Subject Lines
 If you can type your entire
message in the subject line and
don’t need to write anything in
the body of the message - do
so!
 Type (EOM) at the end of the
subject line. EOM means “end
of message”

11. Think Before You Click
 Don’t automatically “REPLY TO ALL”.
 Take one last look at your distribution
list – is this email necessary for all
recipients.
 Once the email discussion goes
beyond 2-3 replies anyway, it’s time
to pick up the phone

12. Write For Action
 In the first 1-3 lines of your email,
specify what this email is about.
 Does it include action required?
 Does it require a reply back by a certain
date?
 What information is contained that the
reader will find necessary for their job?
 Use the To: and Cc: addresses
appropriately

13. Reducing the Load
 Overloaded – system & recipient
 Use text messages every time you
can
 Status Reports, Meeting Minutes, Trip
Reports, Simple Proposals
 Use formatted documents when
necessary
 Spreadsheets, presentations, formal
documents
 Stop replies before they start
 If a reply is not required, end your
message with “(Reply Not Necessary)”

14. Quality Communications
 Email is not the right communication
tool when “quick response” is needed
 Use email to convey non-sensitive or
non-emotional information

15. Quality Communications
 If an email discussion doesn’t
end in 1-2 replies and get the
results that are necessary –
STOP
 Ask yourself, are you sharing
expertise, or just venting
 Constructive confrontation or
disagreements do NOT get
resolved in email

16. Recommended Standards
Recommended Subject Line Tags:
 URG - Stop everything, read me
first
 HOT - Need immediate attention
 RSP - Need you to respond,
either way
 MTG - New/modified meetings
 FWD - Forward to your respective
group(s)
 HLP - Need information,
assistance with a problem
 FYI - Just for your information
 ACT - Needs action

17. Recommended Standards
Rules:
 No outlook templates or “pretty stationary"
when sending/replying messages
 Reply to sender only. Only "Reply to All"
when absolutely necessary
 PowerPoint Files: Zip all attachments. Large
files; use shared server or websites
 When possible, short messages should be
written in the subject line, with the EOM tag

18. Recommended Standards
Rules:
 No discussions in email. When people start
"talking" in email, please stop
 Carbon Copy your manager if you really
need to
 Do not use UPPER case alphabets unless
using it as a title. This gives a negative
connotation (looks like you are yelling those
words)

19. General Tips
 Use Follow Up Flags.
 If you find you are on a distribution list you
don’t need to be on
 send a note to the originator to be removed.
 If you get involved in an email discussion
that you don’t need to be in
 ask to be taken off the distribution.
 While forwarding the message delete the
list of email addresses if not necessary
 If you see someone else practicing bad
email etiquette
 send a friendly note and ask them to correct it

20. Incoming Email Tips:
 Process your email in batches
 Don’t overreact to nuance in email
General Tips

21. General Tips
Font:
 Use standard font throughout the message
content
 Avoid colored fonts in a professional email
 Be very specific with the use of bold, italic
or underline font style
 Keep the size of the font visible and
constant
 Paragraph and line spacing should be
legitimate and visually appealing
 Avoid short forms or slang (e.g. ‘u’ instead of
‘you’, ‘y’ instead of ‘why’, ‘r’ instead of ‘are’,
etc)

22. Examples
From: XYZ
Sent: Monday, January 08, 2001 5:46 PM
To: ABC
Subject: Information
Dear Sir,
With reference to the below mentioned mail, I would like to
mention here that the required action was taken long back and
hence there was no need to escalate the issue to a higher level.
With reference to the below mentioned mail, the issue to a
higher level.
With reference to the below mentioned mail, I would like to
mention here that the required action was taken long back and
hence there was no need to escalate the issue to a higher level
With reference to the below mentioned mail.
Regards,
XYZ

23. Examples
From: XYZ
Sent: Monday, January 08, 2001 5:46 PM
To: ABC
Subject: Information
Dear Sir,
With reference to the below mentioned mail, I would like to mention here that the
required action was taken long back and hence there was no need to escalate the
issue to a higher level. With reference to the below mentioned mail, I would like to
mention here that the required action was taken long back and hence there was no
need to escalate the issue to a higher level With reference to the below mentioned
mail, I would like to mention here that the required action was taken long back and
hence there was no need to escalate the issue to a higher level With reference to the
below mentioned mail, I would like to mention here that the required action was
taken long back and hence there was no need to escalate the issue to a higher level
With reference to the below mentioned mail, I would like to mention here that the
required action was taken long back and hence there was no need to escalate the
issue to a higher level With reference to the below mentioned mail, I would like to
mention here that the required action was taken long back and hence there
was no need to escalate the issue to a higher level With reference to the below
mentioned mail.
Regards,
XYZ

24. Examples
From: XYZ
Sent: Monday, January 08, 2001 5:46 PM
To: ABC
Subject: Information
Dear Sir,
With reference to the below mentioned mail, I would like to mention here
that the required action was taken long back and hence there was no need
to escalate the issue to a higher level. With reference to the below mentioned
mail, I would like to mention here that the required action was taken long back and
hence there was no need to escalate the issue to a higher level With reference to the
below mentioned mail, I would like to mention here that the required action
was taken long back and
HENCE THERE WAS NO NEED TO ESCALATE THE ISSUE TO A HIGHER
LEVEL WITH REFERENCE TO THE BELOW MENTIONED mail, I would like
to mention here that the required action was taken long back and
hence there was no need to escalate the issue to a higher level
action was taken long back and hence there was no need to escalate the
issue to a higher level With reference to the below mentioned mail.
Regards,
XYZ

25. Examples
From: XYZ
Sent: Monday, January 08, 2001 5:46 PM
To: ABC
Subject: Information
Dear Sir,
With reference to the below mentioned mail, I would like to mention here that the required action was
taken long back and hence there was no need to escalate the issue to a higher level. With reference
to the below mentioned mail, I would like to mention here that the required action was taken long
back and hence there was no need to escalate the issue to a higher level With reference to the below
mentioned mail, I would like to mention here that the required action was taken long back and hence
there was no need to escalate the issue to a higher level With reference to the below mentioned mail,
I would like to mention here that the required action was taken long back and hence there was no
need to escalate the issue to a higher level
With reference to the below mentioned mail, I would like to mention here that the required action was
taken long back and hence there was no need to escalate the issue to a higher level With reference to
the below mentioned mail, I would like to mention here that the required action was taken long back
and hence there was no need to escalate the issue to a higher level With reference to the below
mentioned mail.
Regards,
XYZ

26. Call to Action
 Implement these guidelines in
your own email usage
 It’s got to start with you
 Take this presentation to your
staff and request that they
implement the guidelines

27. Himanshu Dhaga (Manager Training)
Questions & Comments

28. Himanshu Dhaga (Manager Training)
Thank You