Advance level - How to write professional emails by Harmeet Bhatia

1. Email Etiquette(Advanced Level)

2. Context
By the end of the session, you will be able to learn:
Contents of an email
Points to be kept while writing an email
Do’s & Don’ts of email etiquette

3. Contents of an email
Subject
Greeting
Body
Closing
Address

4. Contents of an email

5. Address

6. Address
Multiple Recipients
Distro
BCC
CC

7. Subject

8. Anatomy of an email:
Subject
 Your subject can answer any of readers’
four key questions:
1. What’s this about?
2. Why should I read this?
3. What’s in it for me?
4. What am I being asked to do?

9. Greeting

10. Body
Message
Tables
Pointers
Details
Purpose
Data

11. Anatomy of an email: Body
Before you type anything into a new message, have
explicit answers for two questions:
 Why am I writing this?
 What exactly do I want the result
of this message to be?

12. Anatomy of an email: Body
Before you hit Send, review and delete:
 Negative comments about management
 Criticisms of staff or performance issues
 Bonuses or salary issues
 Product or liability issue
 Humor or other ambiguities

13. Anatomy of email: Body
 Use a font that has professional look
 Insert a blank line between paragraphs
 Format your email for plain text rather than HTML
 Use headlines, bullets, and numbers
 AVOID ALL CAPS; THAT’S SHOUTING
 If a message is longer than 3 screens, send an attachment
 Brief is good. Blunt is not

14. Bullets & Numberings
When you are writing directions or want to emphasize
important points, number your directions or bullet your main
points. For e.g. :
Go to RUN command
Type the URL
Go to home page
*Do not put full stops in pointers

15. Tone of the email
Always choose a positive tone. Your choice of words is very
important while conveying the message. For e.g.
When you complete the report.” instead of “If you complete
the report.”
Avoid negative words that begin with “un, non, ex” or that
end with “less” (useless, non-existent, ex-employee,
undecided)
Use smiles, winks & other emoticons only when appropriate
No contractions in body while writing an email

16. Closing

17. Signature

18. Attachment

19. Example

20. Example

21. Do’s & Don’ts
Include a one or two word topic in the subject line. It helps the
reader know what the email is all about
Always include a greeting (Dear) and a closing (Sincerely). Always
Use business language, always spell check, reread and do not use
abbreviations
Use formatting just as you would a business letter
Do not ever use ALL CAPS. ALL CAPS MEANS YOU ARE SCREAMING
AT THE OTHER PERSON
Jokes, witty remarks and sarcasm do not translate in email

22. Do’s & Don’ts
Complaining and gossiping have no place in email
Keep the communication short and concise
The use of emoticons should only be used between really great
friends
Reread before hitting send
If you can walk around the office and talk to someone, send the
email later. Get up and talk to a colleague
Send an email when there is factual information they may need
Never forward a forward a forward

23. Flaming

24. Flaming
We often come across the “FLAMING EMAILS” where in
somebody tries to take his frustration through emails:
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

25. Flaming
Responding to a flame:
Empathize with the sender’s frustration and tell them they
are right if that is true
If you feel you are right, thank them for bringing the matter
to your attention
If you are aware that the situation is in the process of being
resolved let the reader know at the top of the response
Apologize if necessary

26. Choice of words
Probably
Try
Just
Think
Maybe
Literally
Sorry
Whatever

27. Always remember
Hit Send and it’s gone
Hit Reply All and your career may be gone
Deleted emails live on
Messages can be forwarded without your
knowledge or consent

28. Tip: Email is never private
Pillsbury assured employees that emails
were private.
Michael Smyth was fired after sending an email
calling his bosses “backstabbing bastards.”
A court held that he had no reasonable expectation
of privacy.

29. Tip: Keep confidences
To cope with many questions about vacation policy,
an HR minion emailed a copy to all employees
Attached was salary information
Within weeks, 20% of the workforce was gone—
including the hapless minion