This document provides guidance on email etiquette and best practices for writing professional emails. It covers topics like the five C's of email writing (complete, clear, correct, concise, courteous), important email terms like To, CC, BCC, formatting elements like subject lines, greetings, introductions, bodies, calls to action, and signatures. It also includes examples of email topics and common acronyms used in business emails. The document aims to teach readers how to properly structure emails and communicate effectively and appropriately via this channel.

2. Topics to be covered:
• What is Email Etiquette?
• 5 c’s of Email
• Some important terms
• How to draft a mail
• Acronyms
• Dos and Don’ts
• Email Topics

3. Email Etiquette
• Email is the most preferred forms of corporate communication.
• Email Etiquette refers to the principles of behavior that one should us
when writing or answering an email.
• It is important to follow the basics of Email Etiquette as it governs
communication on internet.
• Business communication is heavily reliant on emails – an indispensable
tool in the business world today.
• Emails need to be written as clearly as possible to avoid causing
confusion with colleagues, partners or stakeholders.

4. 5’C s of Email-Writing
 Complete : State your purpose up front and provide the right amount of information.
For example, ‘I am writing to enquire about the new photocopier model
manufactured by NEWX.’
 Clear : Use precise language. e.g. ‘You now have until 31st March to remove all
machinery from the site’. Keep it simple so your message cannot be misinterpreted –
don’t use big words.
 Correct : Check your email for grammar and vocabulary. Grammatical accuracy plays
a big part in how you come across to the reader and if the message was received as
intended.
 Concise : It is important to use short sentences with no more than one or two ideas
in each sentence.
 Courteous : Consider what the tone of the message is and strike the right level of
formality. Our relationship with the reader influences our choice of language
(formal/informal).

5. Some Important Terms To Know Before
You Start
 To - “To” is for the individual or set of individuals, who is required to
act on the email.
 CC -“CC” or “Carbon Copy” is for those who have to be kept in the
loop, but are not required to act on it, or even acknowledge the
receipt of the email.
 BCC - “BCC” or “Blind Carbon Copy” is for sending the same email to
those people who identities you don’t want to disclose to those who
have been kept in “To” and “CC”.
To ensure confidential information is not accidently disclosed we
should not keep anybody in BCC in our official mail.

7.  Reply - When you reply to an email, the sender of the original
message is automatically added in the ‘To’ box. If you want to send
the Reply Mail only to the main recipient who is in the “To” line and
not others in the loop then choose “Reply” option.
 Reply To All - A message is created and addressed to the sender and
any additional recipients of the original message. If you want that
Reply Mail will reach to all the recipients who are in the loop then
click on “Reply to all”.
 Forward - Email forwarding refers to the process of re-sending an
email delivered to one email address on to a possibly different email
address or to those Email addresses which are not in the current loop.

8. Drafting a Mail
The elements of a mail are mentioned below: “SHIBAC”
S SUBJECT LINE
H HELLO (SALUTATION & GREETINGS)
I INTRODUCTION/PURPOSE
B BODY/DETAILS
A ACTION/ASK
C CLOSING WITH SIGNATURE
For more : SAMPLE EMAIL.docx

9. Subject line
The subject line highlights the importance of an Email and
the key information or topics within the message.
 Make the subject line clear, concise, and meaningful.
 It should summarize, not describe.
 Avoids one-word descriptions (e.g., Important, Help, or Urgent).
 Change the subject line if it is vague, messy, or not related to the
message.
 Bad Subject Line: “Re: Re: Re: Need to talk about change”.
 Good Subject Line: “Important: Project Orion Timeline
Acceleration”.

10. Hello (Salutation & Greetings)
The greeting makes your first impression - ensure you identify
people cordially and properly!
 Use the addressee’s name and title if it is a formal message. ( “Dear
Vanali Parmar”)
 If the recipient is unknown use “Dear Sir/Ma’am”.
 If you are writing to your seniors, prefer “Respected Sir/Ma’am”
 If writing to the team you may address them as “Dear Team Members”
 Be sure to address the person correctly – check the spelling of their
name, whether they are a man or woman and use the appropriate
salutation.
 Greetings can be simply written in the mail.

11. Introduction or purpose
The Introduction/Purpose provides a summary of the issue
or request. By reading the intro, the recipient
understands the context of the detail to follow.
 Clearly and concisely explain the purpose, question or issue.
 Introduce yourself if necessary.
 One or two sentences at most - you will add the necessary detail
below.

12. Body
The Detail/Body provides the background information about
the issue or needed to help answer the question.
If there is too much information to convey in a page, use
attachments or you may select any other mode of
communication.
 Limit yourself to several bullet points or a few, short paragraphs.
 Only provide the minimum information needed to explain the issue or
ask the question.
 Ensure you provide brief explanation of the five key questions- What?
When? Where? How? Why?

13.  When the Email has a file attachment, ensure you refer to it in the
message, what it contains, and any actions needed.
 Be polite, professional, and respectful when presenting issues or
asking questions.
 Avoid sarcasm, jokes, humor, or tone that can be misinterpreted.

14. Action or ask
The Ask/Action is one of the most important components of
the Email and where you state exactly what you are looking to
get, from whom, and by when. Unfortunately, it is often
omitted or not well defined.
 Provide a specific call for needed action.
 State the response or action you want to receive.
 Ensure you are clear about exactly “who” needs to perform “what”.
 If there are deadlines, provide the "when" prominently to the
recipients.

15. Closing with signature
The Closing is where you provide a courteous "thank you" for
assistance and provide required contact information.
• Uses phrases or words conveying respect and formality (e.g., “Best
Regards,” “Kind Regards”, “Warm Regards”).
• Include signature lines that contain helpful contact information.
Warm Regards,
Vanali Parmar
PDP Faculty
ICA Edu Skills Pvt. Ltd.

16. Acronyms
• PFA = Please find attachment
• FYI/FYK/FYG/FYA = For your information/knowledge/guidance/action
• ASAP = As Soon As Possible
• WFH = Work from Home
• LET = Leave Early Today
• APYR = As Per Your Request
• RSVP = Reply Requested/ Please respond
• IDK = I Don’t Know
• EOD/EOP = End Of Day/Period
• Ack = Acknowledge
• Encl = Enclosure
• Re = Reminder

17. Do’s and Don’ts
• See the file : Dos & Dont's of EMAIL Writing.docx

18. Email Topics:
1. As your company is doing good business and expanding, so your company is
relocating its office to a new address. Write an email to your customers
informing the change in address.
2. Write a mail to Mr. Akash Saxena, SAP Consultant, inviting him to deliver a
seminar which is going to be conducted on 20th April 2019 at your office
premises at 10 am.
3. Write a mail to Mr. Ojha asking him to deliver the products, which has been
ordered on 25th January, and payment has also been done. You are S. Prakash,
Senior Accountant, MYZ CO. Pvt. Ltd.
4. Write a mail to your Manager informing him about the leave you are
planning to take in the upcoming week for some personal reason.

19. 5. Write a mail to XYZ Company applying for the post of accountant
that you got to know through a esteemed news daily, The Telegraph.
6. Write a mail to your friend congratulating him/her on the
occasion of his/her promotion to General Manager.
7. Write an email to the Bank Manager, Mr. Banerjee requesting him
to block your credit card since you lost your wallet with credit card
two days back. Sign in as Mr. Mukesh Roy.
Phrases: Wallet – Stolen – pickpocket – valuable – misuse – block –
police – FIR – credit card – documents - report – confirm

20. 8. Write an email to all the members of your team requesting them to
attend a training session.
Phrases: Training – all members – compulsory – 10th to 12th April – three
days – communication skills - assertiveness – telephonic etiquettes –
confirm – clarifications
9. As a president of your housing society “Gokul Dham”, write an email
to the Editor of a Daily Journal highlighting about the problems of Road
Rage and suggesting some situation.
Phrases: residential area – main road – children – play – elderly walk –
ride – rashly – traffic violation – dangerous – accidents – no civic sense –
fighting over parking – nuisance – awareness – new pavements – new
parking spaces

21. 10. Write an email as an Accounts Official of Indian Overseas Bank
replying to a customer from whom you received a complaint that his
bank transaction got cancelled while booking train tickets but his
money got deducted from his bank accounts.
Phrases: Bank transaction – cancelled – refund – contact – issue – sorry –
inconvenience – policy – 3 to 4 days – auto retrieval – network issues
11. As an executive of Mittal trading Co. write an email to the Sales
Manager of Fastex Supplies inquiring about an incomplete order placed
two weeks ago.
Phrases: order sent – not yet received – no follow up – calling -
unanswered – customer executive – not responding – get back – delivery
– items – priority – cancel – reply – earliest

22. 12. As a club Vice President, write an email to all members of the
club appealing them for donations.
Phrases: Appeal – Old age home – Unfortunate – helping
requirements – hearing aids – medicines – donate – any amount –
generously – thank You