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Email Etiquette_ OutworX


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The ppt displays how to write professional emails.

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Email Etiquette_ OutworX

  1. 1. EMAIL ETIQUETTE Presented by: Praveen Kr. Panjiar Outsourced Product Development and IT Services Company
  2. 2. Why is email etiquette important? <ul><li>We all interact with the printed word as though it has a personality and that personality makes positive and negative impressions upon us. </li></ul><ul><li>Without immediate feedback your document can easily be misinterpreted by your reader, so it is crucial that you follow the basic rules of etiquette to construct an appropriate tone. </li></ul>
  3. 3. The elements of email etiquette <ul><li>General format </li></ul><ul><li>Writing long messages </li></ul><ul><li>Attachments </li></ul><ul><li>Flaming </li></ul><ul><li>Delivering information </li></ul><ul><li>Electronic Mailing Lists </li></ul>
  4. 4. General Format: The Basics <ul><li>Write a salutation for each new subject email. </li></ul><ul><li>Try to keep the email brief. </li></ul><ul><li>Return emails ASAP, within the same time ,if possible. </li></ul><ul><li>Personalize your mails to create interest and establish credibility. </li></ul><ul><li>Use caps when appropriate. </li></ul><ul><li>Use a font that has a professional or neutral look. </li></ul><ul><li>Check for punctuation, spelling, and grammatical errors </li></ul>
  5. 5. General Format: Lists and Bullets <ul><li>When you are writing directions or want to emphasize important points, number your directions or bullet your main points. </li></ul><ul><li>For example, </li></ul><ul><li>Place the paper in drawer A. </li></ul><ul><li>Click the green “start” button. </li></ul><ul><li>Another example, </li></ul><ul><li>Improve customer satisfaction. </li></ul><ul><li>Empower employees. </li></ul>
  6. 6. General Format: Tone <ul><li>Write in a positive tone “When you complete the report.” instead of “If you complete the report.” </li></ul><ul><li>Avoid negative words that begin with “un, non, ex” or that end with “less” (useless, non-existent, ex-employee, undecided). </li></ul><ul><li>Use smiles  , winks ;), and other graphical symbols only when appropriate . </li></ul><ul><li>Use contractions to add a friendly tone. (don’t, won’t, can’t). </li></ul>
  7. 7. General Format: Addresses <ul><li>Avoid sending emails to more than four addresses at once. </li></ul><ul><li>Instead, create a mailing list so that readers do not have to scroll too much before getting to the actual message. </li></ul><ul><li>To: [email_address] </li></ul>
  8. 8. Attachments <ul><li>When you are sending an attachment tell your respondent what the name of the file is, what program it is saved in, and the version of the program. </li></ul><ul><li>“ This file is in MSWord 2000 under the name “LabFile.” </li></ul>
  9. 9. General Tips for E-Mailing Lists <ul><li>Avoid discussing private concerns and issues. </li></ul><ul><li>It is okay to address someone directly on the list. Ex, “Hi Daniel, regarding your question” </li></ul><ul><li>Change the subject heading to match the content of your message. </li></ul><ul><li>When conflict arises on the list speak in person with the one with whom you are in conflict. </li></ul>
  10. 10. Writing a complaint <ul><li>You should briefly state the history of the problem to provide context for your reader. </li></ul><ul><li>Explain the attempts you made previously to resolve the problem. </li></ul><ul><li>Show why it is critical for the problem to be resolved by your reader. </li></ul><ul><li>Offer suggestions on ways you think it can be resolved or how you are willing to help in the matter. </li></ul>
  11. 11. Writing a complaint <ul><li>Briefly state the history: </li></ul><ul><li>“ The current way we select freshers for our organization is not good enough. As a result, we need to have a new selection process that helps us find the best candidates, with right skills set.” </li></ul><ul><li>Show attempts made by you thus far to resolve the issue: </li></ul><ul><li>“ I have suggested a good process for employees selection that involves a test of aptitudes, technical round, and finally the HR round.” </li></ul>
  12. 12. Writing a complaint <ul><li>Show why it is important for your reader to get involved: </li></ul><ul><li>“ This is a problem for two reasons. First, I am concerned that the competency center no longer trains the employees in the desired skills and the training modules are not updated ones.” </li></ul>
  13. 13. Writing a complaint <ul><li>Ask for help and offer a resolution: </li></ul><ul><li>“ Please let me know what other options I may have overlooked. I am willing to meet with the AVP and the development center head to seek out a solution that is fair to the team members and is good for the business of the organization . ” </li></ul>
  14. 14. Flaming in emails <ul><li>Flaming is a virtual term for venting or sending inflammatory messages in email. </li></ul><ul><li>Avoid flaming because it tends to create a great deal of conflict that spirals out of control. </li></ul><ul><li>What you say cannot be taken back; it is in black and white. </li></ul>
  15. 15. Keep flaming under control <ul><li>Before you send an email message, ask yourself, “would I say this to this person’s face?” </li></ul><ul><li>Calm down before responding to a message that offends you. Once you send the message it is gone. </li></ul><ul><li>Read your message twice before you send it and assume that you may be misinterpreted when proofreading. </li></ul>
  16. 16. When you need to flame <ul><li>There are times when you may need to blow off some steam. </li></ul><ul><li>Remember your audience and your situation before sending the email. </li></ul>
  17. 17. Responding to a flame <ul><li>Empathize with the sender’s frustration and tell them they are right if that is true </li></ul><ul><li>If you feel you are right, thank them for bringing the matter to your attention </li></ul><ul><li>Explain what led to the problem in question </li></ul><ul><li>Avoid getting bogged down by details and minor arguments </li></ul><ul><li>If you are aware that the situation is in the process of being resolved let the reader know at the top of the response </li></ul><ul><li>Apologize if necessary </li></ul>
  18. 18. <ul><li>Questions? </li></ul>