The document provides guidance on writing effective emails. It discusses the importance of proper email etiquette and outlines the basic parts of an email, including the anatomy of an email, email etiquette, dos and don'ts, and tips for writing clear, concise emails. The objectives are to learn the basic parts of an email, recognize appropriate email etiquette, and understand the basic elements that all emails should include in order to make a good impression.

2. OBJECTIVES
At the end of this course, you are expected to learn and
understand the following:
 Basic parts of an email
 Recognize the appropriate use of basic rules of etiquette related
to the tone and formatting of emails
 Basic elements all e-mails should include. Using these correctly
will help ensure your e-mails are well structured and make a good
impression

3. Overview
• Anatomy of an email
• Parts of a business email
• Basic Netiquettes
• Basic Don'ts in emails
• Controlling your inbox
• 4D’s for Decision Making
• Outlook Calendar
• Calendar Common Errors

4. Email Etiquette - Importance
Why is it important to be able to write effective e-mail?
 Communication reflects your Personality which in turn
creates a Positive or Negative Impression
 Communicating in the written form such as email leaves a
lasting impression especially to the company & brand you
representing
 A well-written e-mail that follows the prescribed rules shows
readers that you're professional and competent
 A clear and well-composed e-mail that follows the basic
principles of email etiquette is more likely to be understood
and to inspire the desired response
 Without basic etiquette our email can be easily
Misinterpreted by anyone
 Hence it is crucial to follow some basic rules to Communicate
Effectively via Email
 Effectively written e-mail messages are a powerful tool for
securing business and maintaining business operations.

5. Five ‘C’s of Email Writing
1. Concise:
 To the Point
2. Clear:
 Simple & Easy to understand
3. Complete:
 All Relevant Information
4. Courteous:
 Polite
5. Correct:
 Error Free

6. Anatomy of an Email

7. Anatomy of an Email
TO:
This indicates to whom the
message is being sent
Or to the people whose
actions are required in the
email
Original messages may be
sent to more than one
recipient

8. Anatomy of an Email
CC:
• CC originally meant carbon
copy and has transitioned into
“courtesy copy”
• A feature for sending an
original message to other
interested parties that needs
to be notified and not action
• When using CC, all recipients
see who is receiving the
message

9. BCC:
• A feature similar to CC except that in
BCC or blind courtesy copy, recipients
are invisible to the other recipients
• Use this when you are sending group
emails to a wide range of people
• Used to include recipients who don’t
need to be replied to or for notification
only
Anatomy of an Email

10. Anatomy of an Email
SUBJECT:
• This contains the topic of the message – When no subject is included, some e-
mail services deliver the message to junk mail
• Do not write your entire email in the subject as this looks messy and confusing
for the recipient
• The typical subject line will display only 25 – 35 characters
• A good Subject Line is the key to an effective email, and it must be:
• Precise, Simple, Relevant and Self-Explanatory
• Format of subject line
• TAG (Objective of your mail or Name) –Overview of your mail content -
• Company name(optional) : Priority(optional) : Date (optional)
• It must provide a reason for the reader to open the email

11. Anatomy of an Email
The body of a message contains text that is the actual content.
Be Concise and Informative in Your Email Body
This means you should avoid unnecessary explanations. Use the fewest
words with the fewest letters in the smallest paragraph to convey your
message.
BODY

12. Body of a Professional Email
The Opening

13. Body of a Professional Email
The Opening

14. Body of a Professional Email
The Focus
• Tells the detail about topic of your email.
• Ideally, you would need two sentence to explain the details of your
message. This is one key in keeping your email short.
• Complete, correctly structured and capitalized sentences that reflect
proper grammar and punctuation are crucial to your message.
Example:
Body: It will be great if you could (opening sentence) run another
session with the rest of my team members on January 1, 2018 at 02:00
PM. This session is beneficial and relevant to their current roles.

15. 14 punctuation marks
There are 14 punctuation marks that are commonly used in English grammar.
The are the
period, question mark, exclamation point, comma, semicolon, colon, dash,
hyphen, parentheses, brackets, braces, apostrophe, quotation marks, and ellipsis.

16. Body of a Professional Email
The Action
• After you've explained your reason for emailing, don't assume the
recipient will know what to do. Provide specific instructions.
• Structuring your request as a question encourages the recipient to
reply.
• Alternatively, you can use the line "let me know when you've done
that" or "let me know if that's okay with you.“
• Example: It will be great if you could run another session with the rest
of my team members on January 1, 2018 at 02:00 PM. This session is
beneficial and relevant to their current roles.
Let me know if that’s okay with you or send me your Preferred Date and
Time.

17. Body of a Professional Email
The Closing
• Before you sign off your email, be sure to include a closing
line. This has the dual purpose of re-iterating your call to
action, and of making the recipient feel good.
Signature
• Always include a signature
• Always have a standard signature that everyone is to use
• For some customers we have custom signatures

19. Email Health Check
A. Using spelling and
grammar check
B. Proofreading twice
C. Using a proper
subject line
D. All of the above

20. Email Health Check
• Use proper spelling, grammar & punctuation
This is not only important because improper
spelling, grammar and punctuation give a bad
impression of your company, it is also important
for conveying the message properly.
E-mails with no full stops or commas are
difficult to read and can sometimes even
change the meaning of the text. And, if your
program has a spell-checking option, why not
use it?

21. Email Punctuation
Terminal punctuation
• Every line should end with a
terminal punctuation mark, i.e. a
period, question mark, or
exclamation mark. If you skip
terminal punctuation, it’ll look
like you never completed your
thought.
Here’s an example:
Wrong:
• I talked to Finance, and they
approved the agreement
Right:
• I talked to Finance, and they
approved the agreement.
• Email Punctuation

22. Email Punctuation
Comma
• One of the most common
bloopers is adding commas
where they don’t belong.
Here are the most important
rules:
• Use before a coordinating
conjunction (and, but, for, or,
nor, so, yet) that’s
connecting two independent
clauses.
• “I worked with a similar
client last year, and their
open rates went up 20% in
one month.”..

23. Email Punctuation
Salutation punctuation
There are a few different
ways to punctuate your
salutation (the first line of
your email where you
address the recipient by
name).
If it’s a formal email, use a
colon. Dear Ms. Frost:
If it’s a relatively casual
email, use a comma. Dear
Aja,
And if you’re on close terms
with someone, you can use a
dash.

24. Proofread
Spellcheck doesn’t always pick up all mistakes. Make it a rule of thumb - think twice before
sending any email. Read it repeatedly, as many times as necessary. You will be surprised to see
the gap that sometimes exists between thinking and typing.
Always check for the correct recipients.
A peer review should be considered.

25. Out of Office (Email)
Before you leave don’t forget to set up your automatic replies. In addition to including your name you
should include the following information in your out of office responses: The dates of your absence
The date you will return to the office
Whether or not you will be checking emails while out of office and an estimated time when you will be
able to respond to messages
An emergency contact name & email address
Example:
Hello and thank you for your email. I will be out of the office from mm/dd to mm/dd and will have limited
access to email / will not have access to email. If this is urgent, please contact [NAME] at [EMAIL] or
[PHONE]. I will do my best to respond promptly to your email when I return on mm/dd.
Best Regards,

26. Auto-Replies
Make it personal. Not only should the e-mail be personally addressed, it should also include
personal i.e. customized content. For this reason auto replies are usually not very effective.
However, templates can be used effectively in this way.

27. Templates
There are common templates that are used on the Service Desk and
with other group, so it is important that you take advantage of these.
They should be used if you include the same
information regularly in emails. Save the details as response templates
and paste them into emails as required. Alternatively you can save the
templates in a word document or use pre-formatted emails.

28. Long Messages
Warn the readers that
the message is long
Create a summary or
overview of the message
If you require a specific
response from the
reader, then be sure to
request that response in
the first paragraph of
your email (perhaps
using a list)
Create headings for each
major section (as
appropriate)

29. Basic Fonts
• Fonts used should be easy to read and neutral.
They should not set a casual, careless or
celebratory tone for the email.
• Calibri(body), Times New Roman, and Arial are
some of the commonly-accepted fonts for all
forms of formal writing.

30. Use of Capitals
Using very large fonts or using all capitals should
be avoided, AS IT MAY SEEM LIKE SHOUTING in electronic communication.
This can be highly ANNOYING and might trigger an unwanted response in the form of a flame
mail.

31. Proper Structure and Layout
Since reading from a screen is more
difficult than reading from paper, the
structure and lay out is very
important for e-mail messages.
Use short paragraphs and blank lines
between each paragraph.
When making points, number them
or mark each point as separate to
keep the overview.
Avoid difficult or complex sentence
structures

32. Abbreviations
Take care with abbreviations and emoticons. In business emails, try not to use abbreviations
such as BTW (by the way) and LOL (laugh out loud).
The recipient might not be aware of the meanings of the abbreviations and in business emails
these are generally not appropriate.

33. Attachments
Email attachment. An email attachment is a computer file sent
along with an email message. One or more files can be attached to
any email message and be sent along with it to the recipient. This is
typically used as a simple method to share documents and images.
3 attachment considerations
1.File Size
2.Attachment Format
3.Ask First – Then inform

34. Reply To All & Message Thread
Only use “Reply to All” if you really need your message to be seen by each person who
received the original message.
For example, If a team is working on a project and everyone needs to be updated, it’s fine.
Otherwise, just replying to the sender will suffice.
Don't leave out the message thread. When you reply to an email, you must include the original
mail in your reply, in other words click 'Reply', instead of 'New Mail'.

35. Broadcast Email
Branding is extremely important Consistency with text and formatting is imperative
If you are sending out reports or outage notifications, make sure that you use the same subject
headings each time

36. Punctuation & Relaxed Grammar
Punctuation
• It doesn’t hurt to simply stick to basics when it comes to writing professional emails..
• Using too much punctuation to perk up the content won’t accomplish anything; the result
can appear too emotional or immature.
• If you choose to use an exclamation point to convey excitement, use only one.
Relaxed Grammar
• Many people forget that SMS/texting once had limited characters, making cuts in phrases
and punctuation along with grammar are completely reasonable. But emails face no such
predicament.

37. High-Priority
• Do not overuse the high priority option. We all know the story of the boy who cried lion.
• If you overuse the high priority option, it will lose its function when you really need it.
• Moreover, even if a mail has high priority, your message will come across as slightly
aggressive if you flag it as 'high priority'.

38. Message Recall
Do not ask to recall a message
Biggest chances are that your message has already been delivered and read.
A recall request would look very silly in that case wouldn't it? It is better just to send an email
to say that you have made a mistake. This will look much more honest than trying to recall a
message.

39. Do’s & Don’ts

40. Do not Discuss Confidential information
Sending an email is like sending a postcard.
If you don't want your email to be displayed on a bulletin board, don't send it.
Moreover, never make any libelous, sexist or racially discriminating comments in emails, even
if they are meant to be a joke.

41. Don't use libelous, defamatory, racist or obscene remarks
Don't send or forward emails containing libelous, defamatory, offensive, racist or obscene
remarks.
By sending or even just forwarding one libelous, or offensive remark in an email, you and your
company can face court cases resulting in huge penaltes.

42. Don't forward virus hoaxes and chain letters
By forwarding hoaxes you use valuable bandwidth and sometimes virus hoaxes contain viruses
themselves, by attaching a so-called file that will stop the dangerous virus.
The same goes for chain letters that promise incredible riches or ask your help for a charitable
cause.
Even if the content seems to be bona fide, the senders are usually not. Since it is impossible to
find out whether a chain letter is real or not, the best place for it is the recycle bin.

43. Don’t replay to spam
By replying to spam or by unsubscribing, you are confirming that your email address is 'live’.
Confirming this will only generate even more spam. Therefore, just hit the delete button or
use email software to remove spam automatically.

44. Email – DO’s & Don’ts
You should always return an email as soon as possible
You must always respond to an invitation
When you reply to an email, you must include the original mail in your reply, in other words click
'Reply', instead of 'New Mail’
Follow up after 48 hrs.
Write ‘gentle reminder’ in case of follow up mail

45. Email – DO’s & Don’ts
Avoid forwarding chain mails / jokes
Avoid personal chats over the mail
Never send an email without a subject line
Avoid writing ‘Please find attached file’ as the reader does not have to search for the file. Its already
there
Instead mention “The file has been attached for your reference”
Do not overuse High Priority option

46. QUIZ TIME

47. Question 1
1. What is the ideal business email response time?
a. Within the week
b. Within 6 to 8 hours
c. Within 24 hours
d. When convenient

48. Question 2
2. Yes, No and Thank You are acceptable ways of
replying to a work email?
A. True
B. False

49. Question 3
3. You just finished an awesome power point presentation
with high definition images for your client. Should you send
it to the client’s inbox?
A. Yes
B. No

50. Question 4
4. Modern day emailing is just like texting. Using acronyms,
omitting punctuation, and relaxing grammar rules are increasingly
acceptable ways to save time and keep it concise.
A. Completely true
B. Somewhat true
C. False

51. Question 5
5. If an email has been sent to you and 10 other
people together, replying to the entire group is not
necessary.
A. True
B. False

52. Anatomy of an Email

53. Message Length
Example – Wrong way of Writing E-Mail Message Length
Hi Sir,
I have done a login few days which has got error 11 in my application number 1231012003 the error is name
mismatch but according to me its not correct I am not getting any answer from my manager please solve my
problem
Yours faithfully sa Ram employee code 1001
Example – Correct way of Writing E-Mail Message Length
Hi Sir,
I have done a login few days which has got critical error 11
• Application number ABCDE
• The error - Name Mismatch
As per me the name written in file is correct and error marked is wrong.
Also I am not getting any answer from my manager.
Please solve my problem
Yours faithfully
RO Ram
Employee Code 1001

54. Wrong Email Examples
Example 1: - From: TL………
Sent: Friday, November 22, 2013 7:49 PM
To: ……………………………..
Subject: FW: required Stationary And Markiting material
Subhash ji I Am Send To Today Morning At Related But You Only Give A 3000 Pamphlets
So Please Send pending Required Some Marketing Matereal
Example 2: From: TL……………..
Sent: Friday, November 22, 2013 1:42 PM
To: …………………….
Cc: ……………..
Subject: required Pos Stationary And Markiting material
Hi Subhash Ji And Umesh Ji Please Find The Attachment Of required Pos Stationary Of Some Pos
Name but You Please GIve A Today By Handover Mr Joginder Tiwari DSM Is Come To Ho So Give 2000
Pamphlets Of Mobile Pos
material