Email Etiquette

Follow Email Etiquette, Build Your Professional Image….. Kaniz Garments Ltd.
228/A Tejgaon Industrial Area, Dhaka-1208.
Email Etiquette
Presented By :
Md. Mamun Khan
(Asst. Manager – HR)
Department of Human Resources
GROUP QA (Apparel Division)

Follow Email Etiquette, Build Your Professional Image…..
Kaniz Garments Ltd.
 Electronic mail most commonly
called email
 It’s a method of exchanging digital
messages
Email operates across the Internet or
other computer network
Popular email platforms: Gmail,
Hotmail, Yahoo! Mail, Outlook, and
many others. (Wikipedia)
What is Email:

Kaniz Garments Ltd.
 Refers to the principles of
behavior that one should use
when writing or answering
email messages.
 Depends upon to whom we
are writing-
 Friends & Relatives
 Superior, Partners,
Subordinates and
Customers
Email Etiquette:

Kaniz Garments Ltd.
A company needs to implement etiquette rules for the
following three reasons:
 Professionalism
 Efficiency
 Security/ Protection from liability
Importance of Email Etiquette:
 Bad email etiquette reflects badly on us.
 Good email etiquette reflects well on us, improves our
public perception and persona and increases the
chance of a prompt and comprehensive response.

Kaniz Garments Ltd.
One thing before you start, before creating or
responding to an email, ask yourself this: is email the
right medium for this communication? If you are not
sure, pick up the phone or walk over to the person and
have a conversation. Email only if it is the right medium.
The first step in writing e-mail message:
 Identify the purpose
 Focus your objective
 Focus your content
Before you compose:

Subject line:
 Subject line should effectively summarize the
message
 Not use more than 6 or 7words in subject line
 Never use CAPITAL letter
 When replying, change the subject line when the
topic changes.
Salutations:
Event (When to use) Salutation
The standard way to open an email is with Dear,
the person's name (with or without a title), and a
colon.
Dear Shaheen: or Dear Mr.
Shaheen: or Dear Razia: or
Dear Ms. Razia:
In the context of Bangladesh, if the reader is
your Customer or Superior
Dear Sir: or Dear Madam:

In the context of Bangladesh, if your reader is
easy with some other salutation you can use.
Dear Samad Bhai:
Event (When to use) Salutation
If you don't know the reader well or if the email or
the relationship is formal, use a title and a last
name.
Dear Mr. Khan:
Unless you are certain that a woman prefers Miss
or Mrs., use the title Ms.
Dear Ms. Nusrat
If you are writing to two people, use both names
in your salutation
Dear Mr. Alamgir and Ms.
Farhana: or Dear Alamgir and
Farhana:
Do not use "Sir" or "Madam" unless absolutely
certain that your correspondent is male. .
If you don’t know the recipient’s
name and gender use Dear Sir
or Madam:
If you are addressing a group of people, you can
say "Dear" plus the unifying attribute.
Dear Colleagues: or Dear Team
Members:
Do not use two titles in one salutation. Ex: Dear
Mr. Samad Sir: or Dear Mr. Dr. Samad:
Dear Mr. Samad: or Dear Samad
Sir: Or Dear Dr. Samad:

Kaniz Garments Ltd.
The area where the message is entered
– Before you type anything into a new message, answer
these two questions:
Why am I writing this?
What exactly do I want the result of this message to be?
Opening:
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:
Thank you for contacting Group QA.
Thank you for your prompt response.
Body [Anatomy of an email]

Kaniz Garments Ltd.
In the first 1-3 lines of your email, specify what this email is
about after composing the mail answer the following
questions:
 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?
Composing the Content

Kaniz Garments Ltd.
The four most common types of actions are:
 Action: recipient has to perform a physical action (Actions
should always have a deadline). Ex: "Please provide the
Reconcile report of November’15 by 10th December’15."
 Respond: recipient needs only to respond to your message.
Ex: “Can you attend the staff meeting on Saturday?"
 Read only: recipient needs only to read your message. Ex:
“Please read the attached HR action plan before next HR
meeting on Dec 12th."
 For Information Only: recipient needs only to file your
message for future reference. Even reading the message is
optional. Ex: "Enclosed for your records.

Kaniz Garments Ltd.
Privacy:
 Email is not and never has been private. Once you send an
email, the recipient can and will do what they want with it. If
you need to share private information:
 Pick up the phone,
 use a different secure system,
 or use coded attachments.
 Use your corporate email for work only. Never use it for
personal stuff.
 Use the blind copy (BCC) or mail merge function to protect
the privacy of your contacts.

Kaniz Garments Ltd.
Attachments:
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.
 Compress large attachments and send
attachments only when they are absolutely
necessary.
 Have a good virus scanner in place. People
will not be very happy with mails full of viruses

Kaniz Garments Ltd.
Delivering Bad News:
 Deliver the news up front.
 Avoid blaming statements.
 Avoid that sound ambiguous.
 Maintain a positive resolve.
Writing a complaint:
 You should briefly state the history of the problem to provide
context for your reader.
 Explain the attempts you made previously to resolve the
problem.
 Show why it is critical for the problem to be resolved by your
reader.
 Offer suggestions on ways you think it can be resolved or
how you are willing to help in the matter.

Kaniz Garments Ltd.
Before you hit Send, review...
 Read it as if you were an outsider — how clear is it?
 negative comments about management
 criticisms of staff or performance issues
 see if you can shorten the email
 bonuses or salary issues
 product or liability issues
 gossip
 humor or other ambiguities

Kaniz Garments Ltd.
Check, and then check again ……..
 Edit and proofread. You may think you're too busy to do the
small stuff, but your reader may think you're careless,
unqualified, or unprofessional.
 Review and spell-check your email one more time to make
sure it's truly perfect.

Kaniz Garments Ltd.
Reply or Reply to all:
Ask yourself: “Does everyone need to know this information?”
 Answer swiftly: Each e-mail should be replied to within at
least 24 hours and preferably within the same working day.
 If the email is complicated, send an email saying that you
have received it and that you will get back to them. This will
put the people’s mind at rest and usually they will then be
very patient!
 Respond only to messages that require one. When replying
make sure that you are adding value to the conversation,
truly moving it forward.

Kaniz Garments Ltd.
Reply or Reply to all:
 While replying to an e-mail message with an attachment,
which is to accompany your reply, you must forward the
message instead of using the "Reply" or "Reply All" button.
Otherwise, the attachment is not included with the message.
 Be conscious of responding to the sender or Reply to all
Do not overuse Reply to all.
 Don’t reply to spam

Kaniz Garments Ltd.
The Closing:
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.
Courtesy is always important, no matter how short the email is.
 Before you end your email you can add some sentence as
follows:
 Thank you for your patience and cooperation.
 Thank you for your consideration.

Kaniz Garments Ltd.
The Closing:
 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.
 Please let me know if you need further assistance on this.
 If a response is required, specify what, when.

Kaniz Garments Ltd.
Signatures:
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).

Kaniz Garments Ltd.
Complementary Closings:
Below table shows some complementary closings for various
circumstances.
 Best regards,
Regards,
Sincerely,
Thank you,
For casual email closing
Best wishes,
Cheers,
Event (When to use) Complementary Closings
For a professional email closing
 Yours Sincerely,
 Yours Faithfully,
For more formal email closing

Kaniz Garments Ltd.
Dos…
 Write in a positive tone
 Be concise and to the point
 Read the email before you send it
 Answer all questions, and pre-empt further questions.
 Use proper spelling, grammar & punctuation
 Use a font that has a professional or neutral look.
 People just want to know what you want, so state that, in
the first sentence.
 Provide all supporting information that will help the
recipient complete an action or respond successfully.

Kaniz Garments Ltd.
Dos…
 Keep language gender neutral
 Use active instead of passive
 Avoid using URGENT and IMPORTANT
 Use proper structure & layout
 Add disclaimers to your emails - This can help protect
your company from liability.
 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.
 Check your Inbox just before you leave office.

Kaniz Garments Ltd.
Dos…
Write about one thing
Stick to one subject, with one request. Once
that’s done, you can send a second one.
 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

Kaniz Garments Ltd.
Dos…
Keep flaming under control
 Before you send an email message, ask
yourself, “would I say this to this person’s
face?”
 Calm down before responding to a message
that offends you. Once you send the message
it is gone.
 Read your message twice before you send it
and assume that you may be misinterpreted
when proofreading.
 Empathize with the sender’s frustration and tell
them they are right if that is true.

Kaniz Garments Ltd.
Don’ts …….
 Do not copy a message or attachment without
permission
 Do not use email to discuss confidential
information
 Do not take your reader by surprise or press
them to the wall.
 Do not wait until the end of the day to introduce a
problem or concern via memo or email.
 Avoid writing a litany of concerns that you have been
harboring for a long period of time.
 Don’t overuse the High Priority function
 Never respond if you are upset: Take some time
to cool off and consider appropriate response.

Kaniz Garments Ltd.
Don’ts …….
 Don’t forget to attach documents
 Don’t Attach unnecessary files
 Never Use sarcasm or rude jokes as it a
professional/ formal communication.
 Avoid irrelevant information: It can confuse your
reader.
 Avoid using long sentences
 Do not write in CAPITALS
 Do not overuse Reply to All
 Do not use abbreviations
 Don’t write a long introduction

Kaniz Garments Ltd.

Email Etiquette

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