This document provides guidance on proper email etiquette. It discusses what etiquette is, why email etiquette is important given email's prevalence in business communications. It outlines best practices for email features, communication styles, effective email composition, and dos and don'ts. The document emphasizes being concise, using proper grammar, considering the recipient, requesting responses politely, and proofreading before sending to make a good first impression and ensure professionalism.

1. Email Etiquette
• Conducted by Irshad Peeran

2. Overview and Agenda
• What is an Etiquette?
• Communication Styles
• Effective Communication
• Email Features - Do's and Dont's
• Practice Sessions
• Why Email Etiquette?
• Question and Answers

3. What is an Etiquette?
• It is the way we should carry ourselves in the society.
• It is essential for an individual to behave in a responsible and mature manner
acceptable to the society.
• Etiquette in simpler words is defined as good behaviour which distinguishes us as
cultured individual.
• Etiquette is essential for an everlasting first impression. The way you interact with
your superiors, parents, fellow workers, friends, it speaks a lot about your
personality and up- bringing.
• Etiquette enables the individuals to earn respect and appreciation in the society.
• So understand and adopt etiquettes that bring in professionalism at work place.
• Remeber, etiquettes keeps you relevent and makes you competent to scale up in
your professional ladder too!!!

4. Why Email Etiquette?
• Email, once considered a casual form of communication, is now one of the most
preferred forms of corporate communication.
• It is one of the most efficient means of communication in business due to four main
reasons
• Efficiency
• Mass communication
• Universality
• and of course, paperless record keeping is always a plus.
• That being said, it is very easy to misuse email.
• Emails are vital, So eliminate confusion, miscommunication, and uncertainty, while
increasing professionalism at work place.
• Unfortunately, email is sometimes the recipient’s first impression of you...
• Take your time to write a well-written message. Once you hit the send button you
won’t have a second chance at a first impression.

5. Communication Styles
• Active -
• They have high energy levels and more
intense and frequent compared to their
peers.
• Dominant -
• With high dominance people tend to
influence the behavior of others, particularly
their peers, to obtain desirable rewards or
outcomes. Such people are generally
skilled at organizing and deceiving others
by controlling their nonverbal behavior.
• Shyness -
• People with high shyness are generally
socially withdrawn, nervous, and inhibited
around strangers. In time, such people
may become fearful even around "known
others", especially if their peers reject them.
• Social -
• People with high sociability generally
prefer to be with others rather than alone.
• Being Active without control
of situation- Targeted during
failures?
• Dominant because of Ego -
Have more foes than friends?
• Shyness - Opportunity
loosers?
• Frequently dragged into
controversy? Fearful of
rejection? Play politics to
make their presense felt...

6. Professional Style
• It is a healthy mix of Activeness + Dominance + Shyness + Getting Social
• Be Active -
• Proactive / Responsible / Should have or get control over the situation.
• Be Dominant -
• in Strategy to influence and get the desired result.
• Shy away -
• Refrain from unacceptable ethics, bullying, backbiting, hurting sentiments -
Religion/ caste/ color/ origin etc.
• Social -
• Relating to organization. Adjust to culture. Use same language(Terminiology).
Be relevent.

7. Effective Email Communication
• Identify the Purpose.
• Is it for an Information or For an Action?
• If Action is required - Conciseness of expression.
• Identify Persons to whom it should be addressed. Customize contents accordingly.
• Completeness of the message.
• The message should be crisp and brief.
• Give specific date and time wherever required.
• Use simple and correct English Language.
• Tone you should adopt.
• Active v/s Passive
• “Request” rather than “Order / Demand”
• Acknoledge mails where your action is expected.
• Distinguish between Urgent / Important mails and act accordingly.
• Intention should be to close the loop. Ask Questions and pre-empt further
Questions.

8. Email features

9. Do's and Dont's
• How to differntiate the recipients?
• Is BCC ethical or unethical?
Description
How many in this role
for a decision
R Responsible
The one who is
responsible to accomplish
the task
Usually one (but
sometimes more)
A Approver Makes the decision One
C Consulted Makes recommendations
Varies
( 0 to many )
I Informed
Who should get to know of
the decision or status as
they might be Dependent
Varies
( 0 to many )

10. Do's and Dont's
• How to get the attention of the recipient?
• Prepare your subject line carefully; Enthuse the recipient / What is in it for me?
• Should be meaningful.
• Ex: Regarding Soft Skill Training on Email Etiquette
• Should not be blank or have single words like "Hi" | "Hello" | "Help".
• Should be appropriate, because anyone can look at the subject, even if the
recipient chooses not to open the message.
• It's akin to what you might say on the phone in the first 5 to 10 seconds.
• When changing the subject, start a new message.

11. Do's and Dont's
• The question here is "How personal is too personal?"
• Salutation is the mode of addressing/wishing a person.
• The reader’s name should be written / addressed.
• Type the name of the person correctly. Spelling the name wrongly is bad
manners.
• Use salutations as acceptable to the recipient.
• Dear Sir/Madam (when we are writing to a total stranger whom we do not
know at all).
• Dear Mr/Ms/Dr/Professor + Surname as in: Dear Dr. Sinha, (when it is a
formal relationship with the addressee and the writer does not know him or her
personally).
• Dear Zulfi (when the writer knows the addressee personally and the two share
a semi-formal relationship).
• Hi / Hello are very casual way of addressing. Whereas Good Morning and
Good Evening are very formal way.

12. Do's and Dont's
• What is recipient interested in? What is in this mail for the recipient?
• The message should be crisp, brief. Use simple language, grammatically correct
and avoid sms langauge.
• Address all the questions or concerns to avoid delays.
• Think of it as a telephone conversation, except you are typing instead of speaking.
• Write in a positive tone. Use a tone of “Request”.
• When I complete the task versus If I complete the task.
• Please let me know | Request your response at the earliest.
• Show respect to the reader.
• Reference to previous correspondence.
• Give specific date and time wherever required.

13. Do's and Dont's
• General Do's and Don'ts
• Take care of Fonts / Size / Color / Italics / Bold.
• Use proper structure and layout.
• Paragraphs enable readers to understand the contents quickly and easily
• Use bullet points wherever possible to enable quick reading.
• Use numbers where order is important and needs to be referred.
• Avoid pictures or animations. Take care with abbreviations and emotions.
• Use smiles , winks ;-) and other graphical symbols only when appropriate.
• If there is an attachment, mention clearly which file has been attached.
• Brief description of the attached file should be given in the message.

14. Do's and Dont's
• Climax?
• Let the recipient carry "Feel Good" factor
• Complimentary close and signature.
• Letters usually end politely with the following phrases like Thank you, With
regards, With best wishes, Hope to see.
• Remeber something that is Urgent and Important to you but may not be to the
recipient
• Urgent / Important? Remember the story of Shepherd and a wolf...
• If a reply is expected; request for a reply courteously without insisting for it.

15. Do's and Dont's
• Think before clicking on Send / Reply (All) / Forward
• Be judicious and at the same time be careful.
• Reply promptly to all emails, specifically addressed to you.
• Answer swiftly
• If you require time to reply then send an email asking for time, but do
acknowledge.
• Use “Reply All” only if your reply is meant for all in the “Cc” list also.
• Do a “Forward” only if it is a must and only if the sender has forgot to include a
person in the mailing list.
• Avoid forwarding a "mass mailing" email.

16. Do's and Dont's
• General Do's and Don'ts
• Do not hit the Send button,
• Without doing a spell check.
• Without Proof reading it.
• Do not send Jokes, Non business emails, Sarcasm, Pictures, Films, video clips.
• Check out the Corporate Policy on sending personal invites.
• Do not write or respond while you are angry or in a really bad mood. It would
reflect on the style of your writing.
• Don’t reply to spam.
• Avoid "Flames" - It's basically a verbal attack in electronic media.

17. More to know about
• When and how to do escalations?
• What is credit stealing? Whom to be blamed?

18. Practice and try to perfect this art

19. Any Questions?
• If no, it was either excellent!!!
• or not understood....
• Any questions???