E mail ett


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E mail ett

  1. 1. 2012. February.Make Our E-Mails PROFESSIONAL Vikas Maheshwary confidential Vikas.maheshwary@niit.com
  2. 2. VIKAS MAHESHWARYHead – Talent Development Centre at YEBHI.comPreviously worked with NIIT Ltd as Head –TrainingVikas.maheshwary@gmail.comhttp://vikasmaheshwary.blogspot.com/http://vikasmaheshwary.spaces.live.com/
  3. 3. "The rules of email etiquette are not "rules" inthe sense that I will come after you if youdont follow them.They are guidelines that help avoid mistakes(like offending someone when you dont mean to)and misunderstandings (like being offendedwhen youre not meant to).These core rules of email etiquette help uscommunicate better via email.”
  4. 4. 1. It tells others about your personality. 2. It tells others about your competency. 3. Gets things doneSo, Why do we need e-mail etiquettes
  5. 5. Employees spend anaverage of 2.5 hours per daysending and receiving e-mails71% of managers usee-mail as their primary formof communication http://www.inclusion.in/index.php?option=com_content&view=article&id=61
  6. 6. Email Netiquettes
  7. 7. Consider NOT …using e-mail 1
  8. 8. “Firstly, consider if email is the correct form of communication to use. We all like the ease and speed of email but it’s not always the best way to communicate a message. Would a phone call or a quick chat in person be more suitable? ”Image: http://www.flickr.com/photos/bip/ Source: http://www.emarketer.com/7strategies.aspx
  9. 9. It’s not Just about e-MailYes, thumb-rules applies to our professional e-mail. However you must also be professional through:  Text messaging  Instant Messaging  Personal cell phone  Portal forums, blogs, discussion rooms  Work Voice-mail.
  10. 10. The first step in writing e-mail message is to identify the purpose of the message anddetermining what the recipient reading the message has to do. Inform Incite Focus on Inquire Objective Instruct Influence Before YouFocus your content. Dont let unnecessary ideasintrude on your principal message. Compose
  11. 11. The To line and the Subject line are integrated. Each individual on the To line is responsible for TO taking the action (or part of an action) outlined on the Subject line and the message relates directly to them. No action or response is expected of individuals on the Cc line. The recipient needs CC only to read or file the message. The individuals whose work is indirectly affected by the communication should be included on the Cc line. Use Bcc field sparingly. In general, its best not to use the Bcc line to slyly escalate matters. There is always a chance that the individual onBCC the Bcc line could hit "Reply All" and unintentionally reveal that the matter was escalated. 
  12. 12. Subject : LineSubject line should effectively Get attention straight away withsummarize the message. If the a clear and accurate subjectsubject-line is clearly written, heading. This is like theeach recipient on the To line will envelope of a letter and howhave a clear understanding of we’ll judge whether to read it orthe objective that the message throw it awayrelates to.
  13. 13. Beware of using a diminutive ( Manu,Salutations or Bobby) if you arent certain your correspondent uses it. It might rankle Manmohan to be called Manu; Balwinder might hate being calledDo not use "Sir" or "Mr." unless absolutelycertain that your correspondent is male. Bobby.It is safer to use "Ms." instead of "Miss" or If you are addressing a group of"Mrs." people, you can say "Dear" plus the unifying attribute. For example: Dear Project Managers: Or: Dear Team Members: http://www.flickr.com/photos/chavezonico/2595074421/sizes/l/
  14. 14. Salutations "Good Morning" and "Good Afternoon" dontBe careful about cultural differences. In United States, make sense with email, asyou can usually get away with a first name, but the sun may have movedGermans are quite formal; they can work side-by-side significantly by the timefor years and never get around to a first-name basis.Starting a message to Germany with “Dear Hans” your correspondent getsmight be a bad idea. around to it. http://www.flickr.com/photos/chavezonico/2595074421/sizes/l/
  15. 15. Identification When you send email to someone who doesnt know you, immediately answer these questions: Who are you? How did you learn of your correspondent? What do you want from your correspondent? Why should your correspondent pay attention to you?Dear Ms. Kulkarni: I am an editor at Penguin Publishing Company, Inc. I sat next to yourbrother at Inox last week, and he mentioned that you are interested in publishinga book based Indian recipes. I would be very interested in receiving a proposalfrom you.If you cant answer the last question, consider whether you shouldeven send the email.
  16. 16. The most important step in e-mail • recipient has to perform a physical action. Ex: "Provide a proposal for a 5% reduction in Travel &message is to identify the type of Action Entertainment."action that the recipient has to takeafter reading your message. • recipient needs only to respond to your message. Ex: “Can you attend the staff meeting on Friday?"If multiple individuals are responsible Respondfor different actions, clearly indicatewho is responsible for what. • recipient needs only to read your message. Ex: “Please read the attached sales plan before next staff Read Only meeting on Dec 12th."Always include due dates for eachaction. • recipient needs only to file your message for future reference. Even reading the message is optional. Ex: FYI Only "Enclosed for your records are your completed. Composing the content…
  17. 17. Remove Pronouns: Imagine getting a response on Monday to someemail that you cant quite remember sending on Friday. “I talked to them about it the other day, and they want to see theother one before they make up their minds”Your response would probably be the highly articulate, "Huh???" Composing the content…
  18. 18. Do not write in CAPITALS Do not overuse Reply to AllWRITING IN CAPITALS MAKES Only use Reply to All if you really IT SEEM AS IF YOU ARE need your message to be seen by SHOUTING. This can be each person who received the highly annoying and might original message. trigger an unwanted response in the form of a flame mail. Never send anyemail with all text in capitals. Composing the content…
  19. 19. • Answer all questions, and pre- Avoid short messages that don’t tell you what empt further questions. they are referring to. This is called “Alzheimer Syndrome” and is caused when you send me a• Create templates for frequently message telling me “ I have taken care of this.” used responses and save them as when you don’t tell me what “this” is will only drafts. cause me to send you an e-mail asking you to• Avoid long sentences, and long remind me what you are referring to? mails. Remember this may be your only e-mail of the day, but it may be my 564th on as many• Provide all supporting different subjects. information that will help the recipient complete an action or respond successfully. Composing the content…
  20. 20. Write in a positive tone “When you complete the report.” instead of “Ifyou complete the report.”Avoid negative words that begin with “un, non, ex” or that end with“less” (useless, non-existent, ex-employee, undecided). Composing the content…
  21. 21. In business emails, do not use abbreviations such as BTW (by the way)and LOL (laugh out loud). The same goes for emoticons, such as :-).Make your intent clear, if you are telling me something that is funny, let me know that,because I can’t see your body language or hear the inflection in your voice as you typeyour message.It is important to add disclaimers to your internal and external mails.This can help protect your company from liability. Composing the content…
  22. 22. Abbreviation Meaning Smilies MeaningBCNU Be seeing you :-) Smiley faceBTW By the way ;-) WinkFWIW For what it’s worth :-| IndifferenceFYI For your information :-> Devilish grinIMHO In my humble opinion 8-) Eye-glasses :-D Shock or surpriseOBO Or best offer :-/ PerplexedROTFL Rolling on the floor laughing :-( FrownRTFM Read the funny manual :-P Wry smileTTFN Ta ta for now ;-} LeerTTYL Talk to you later :-e DisappointmentLOL Laugh out loud :-@ Scream :-O Yell Composing the content…
  23. 23. PunctuationDon’t get caught up in excessive punctuation. It is not necessary to put multiple ????? or !!!!!!! in an email If the information is important rely it importance in the text and how you use your words not over use of punctuation.
  24. 24. Signatures• Whenever a piece of contact information changes, make sure your signature updated accordingly.• Using artwork, philosophical sayings, jokes, and/or quotations in signature is ok, but dont overdo it. A good heuristic is to keep your signature at or under five lines long.• Change your signature every once in a while.
  25. 25. Attachments Compress large attachments and send attachments only when they are absolutely necessary. For users on dial up never send an email over 1MB For broadband the attachment should be under 5MBTitle the document that you are attaching in a way that is easy for therecipient to find once the file is downloaded. “This file is in MSWord2000 under the name “LabFile.”In the content of the email tell the recipient what software the file sentwas created in. Don’t send unnecessary attachmenthttp://www.flickr.com/photos/andymangold/4393262126/sizes/o/
  26. 26. Before Sending… Use proper spelling, grammar & punctuation.http://www.flickr.com/photos/orangeacid/204163563/sizes/l/ Improper spelling, grammar and punctuation give a bad impression, and can sometimes even change the meaning of the text. Read the email through the eyes of the recipient before you send it.
  27. 27. Answer Swiftly.Each e-mail should be replied to within at least 24 hours, andpreferably within the same working day.If the email is complicated, send an email saying that you havereceived it and that you will get back to them. This will put thepeople’s mind at rest and usually they will then be very patient!Replies
  28. 28. Respond only to messages that require one. When replyingmake sure that you are adding value to the conversation, trulymoving it forward.While replying to an e-mail message with an attachment, whichis to accompany your reply, you must forward the messageinstead of using the "Reply" or "Reply All" button. Otherwise, theattachment is not included with the message.Replies
  29. 29. Check your e-mail frequently through the day.Turn off the chime for new messages, in your e-mail inbox settings. Itmay be disturbing to others nearby. It will distract your concentration &focus.Check your junk e-mail folder often.Important e-mails may end up there accidentally.Replies
  30. 30. Dont leave out the message thread.Include the original mail in your reply. In other words, click Reply,instead of New Mail.Instead of sending email that says: Yes Say: > “Did you get all the design documents > that you needed?” yesReplies
  31. 31. You should briefly state the history ofthe problem to provide context foryour reader.Explain the attempts you madepreviously 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.Writing a Complaint http://www.flickr.com/photos/pictureperfectpose/76138988/sizes/l/
  32. 32. Briefly State The History“The current way we select freshersfor our organization is not goodenough. As a result, we need to havea new selection process that helps usfind the best candidates, with rightskills set.”. Show attempts made by you thus far to resolve the issue “I have suggested a good process for employees selection that involves a test of aptitudes, technical round, and finally the HR round.”Writing a Complaint http://www.flickr.com/photos/pictureperfectpose/76138988/sizes/l/
  33. 33. Show why it is important for your reader to get involved:“This is a problem for two reasons.First, I am concerned that thecompetency center no longer trainsthe employees in the desired skillsand the training modules are notupdated ones.”. Ask for help and offer a resolution “Please let me know what other options I may have overlooked. I am willing to meet with the AVP and the development center head to seek out a solution that is fair to the team members and is good for the business of the organization. ”Writing a Complaint http://www.flickr.com/photos/pictureperfectpose/76138988/sizes/l/
  34. 34. Flaming is a virtual term forFlaming venting or sending inflammatory messages in email. Avoid flaming because it tends to create a great deal of conflict that spirals out of control. What you say cannot be taken back; it is in black and white. 34
  35. 35. Before you send an emailFlaming 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 35 proofreading.
  36. 36. Before you send an emailFlaming 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 36 proofreading.
  37. 37. When You absolutely feel like flaming!!Remember What goes aroundalways comes back around… and then You Flame
  38. 38. Responding to a flameEmpathize with the sender’sfrustration and tell them they areright if that is trueIf you feel you are right, thankthem for bringing the matter toyour attentionExplain what led to the problem inquestionAvoid getting bogged down bydetails and minor argumentsIf you are aware that the situationis in the process of being resolvedlet the reader know at the top ofthe responseApologize if necessary 38
  39. 39. Overuse of the high priority option will make it lose its function when you really need it.Dont send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks, even if they are meant to be a joke. Do not use email to discuss confidential information. In short, If you dont want your email to be displayed on a bulletin board, dont send it.
  40. 40. Dont forward virus hoaxes and chain letters. By forwarding chain- mails, you use valuable bandwidth. May a times, virus hoaxes contain viruses themselves. Dont reply to spam. Replying to spam or unsubscribing confirms that your email address islive. It will only generate even more spam. Just hit the delete button or use email software to remove spam automatically.
  41. 41. PrivacyThere is no such thing as With some e-mail systems, private e-mail the e-mail administrators has the ability to read any e-mail
  42. 42. Think twice, send once E-mail being an important communication tool, it is likely that the volume of messages you send and receive will only Pausing for thought before increase in the future. responding will help ensure a professional, focused, and successful communication and inhttp://www.flickr.com/photos/gee01/871748702/sizes/l/ Thats worth taking a little addition, reduce the amount extra time for, dont you of e-mail you send and think? receive. An e-mail should contain no unnecessary words, and no unnecessary attachments , for the same reason that a drawing should have no unnecessary lines and a machine no unnecessary parts
  43. 43. Website forum, blog, on-line profile etiquette1. Do not make any disparaging or offensive comments through our portal or any public forum.2. It is not appropriate to comment on current, past, or future business in any public setting; refer all questions/inquiry to HR and/or our Communications departments.3. Do not host any lewd or offensive language or imagery on your workplace or any other public profiles.4. Grammar, spelling, and proper language will always present you in the most professional manner.
  44. 44. Now Let’s Share with Others!!
  45. 45. Designed byVikasMaheshwary