This document discusses email etiquette and best practices for professional communication via email. It covers topics like the importance of proper email etiquette, cultural differences, the SCRAP model for effective email composition, key points to remember in the workplace like tone and proofreading, using appropriate subject lines and recipient fields, sending attachments, and setting out-of-office messages. The overall goal is to provide guidance on how to compose emails that are clear, respectful and leave a positive impression.

1. Email Etiquette
Shahinur Alam, AGM-HR
Key to effective communication

2. Importance of Email Etiquette
Cultural Difference
SCRAP Model
Points to remember at Workplace
Importance of Subject Line, Recipients Details
Details of –
To, Cc, Bcc, Reply All, Sending Attachments, Out of Office
Learning Objective

3. What is Email Etiquette
In simple words – Code of Conduct for email communication.
Basic rule of a proper email

5. 1. Efficient emails get to the point and are more effective.
2. It shows respect for your fellow email users.
3. A proper email leaves a lasting impression especially to the
company and brand
4. you are representing.
5. Shows the readers that you are competent and professional.
6. A clear and well composed e-mail that follows the basic principles
of e-mail
7. etiquette is more likely to be understood and to inspire the
desired response.
Importance of Email Etiquette

6. Cultural Difference

7. SCRAP Model
 A message that’s been put together according to the SCRAP formula has
these ingredients, in this exact order:
Situation: where we’re at right now.
Complication: the problem that needs to be dealt with.
Resolution: your proposed way to fix the problem.
Action: the action you want the reader to take (a click, or even a simple answer).
Politeness: the end, on a friendly note.
Let’s see an example of an effective SCRAP Model Email.

8. Scrap Model - Example
Nura and Shahinur are two random people who briefly met at a meetup. In this email, Sameer is doing a classic
networking follow-up and the SCRAP model fits perfectly:
Hello Nura,
Lovely to meet you yesterday at the Product meetup! Glad we were able to chat before the schedule got
underway. ➡ SITUATION
I remember you mentioned [CHALLENGE], which is far too common in our industry. ➡COMPLICATION
Since that’s exactly what our team does, I’d be really happy to have a chat with you and explore ways to work
together. ➡ RESOLUTION
It would be great to schedule a Skype call earlier next week. Does Monday 10AM work for you? ➡ ACTION
Looking forward to hearing from you. ➡ POLITENESS
Regards,
Shahinur

9. Key Points to Remember at Work-Place
Be professional, as your emails represents your organization.
Non-business related emails should not be entertained using office email
address.(ex – jokes, forwarding data to friend/family)
Ensure that you proof read all your emails before sending it. Always make sure
recipients list is proper.
Also, follow the best practice of adding recipients at the end. This one step
ensures that you do not run into embarrassing situation where emails are
send when they are half written.
Never try to resolve any conflict via email. Switch to meetings.
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 (John)

10. Appropriate Subject Line
 A good subject line can make all the difference. In fact it can carry the
entire message. Be specific but brief.
 The typical subject line will display only 25 – 35 characters.
 Subject line should be Precise, Simple, Relevant and Self – Explanatory.
 In short, it must provide a reason for the reader to open the email.

11.  The ‘To’ Field
When to use the ‘To’ field
 People directly affected by your email, such as when:
 you’re asking them a question
 you want them to do something
 you’re replying to their message
 they’re named in your greeting
 The ‘Cc’ Field
When to use the ‘Cc’ field
Use this field when you’re not expecting the recipient to take any action in response to your email.
 Rule of thumb
A good rule of thumb is to announce your use of the Cc to the email’s main recipient – for example, by saying
something like: ‘I’m cc’ing my colleague Dave, who’ll be handling the design for the project’
To’, ‘Cc’, ‘Bcc’, ‘Reply all’

12.  The ‘Bcc’ Field
When to use the ‘Bcc’ field
• When people shouldn’t be able to see the email addresses of all the other recipient – put
• your own address in the ‘To’ field to keep everyone’s email secret.
• When you want to copy someone in on a sensitive message.
• When you want to Bcc your own manager or your HR team to keep them in the loop
• without alarming the employee.
 Reply All Field
• Do not hit reply all unless every member on the email chain needs to know.
• Do not overuse Reply All
To’, ‘Cc’, ‘Bcc’, ‘Reply all’ Contnd,………….

13. Sending attachments
Attachments – best practice
Attach it before you begin writing the email
Mention that you’ve attached it in the body of the email
Keep file size under 5MB
Zip it or use a file transfer service if the file is above 5MB
Watch your format. Use universal file types like .PDF, .RTF, and .JPG.
Group attachments in separate emails

14. Out-of-office messages
How to write a helpful out-of-office message
Be specific with dates
Checking in? Mention, but manage expectations .
Provide your contact details if you’re happy to be
contacted.
Put them in touch with a colleague.
Keep it professional!

15. Thanks