Business writing: Email etiquette

What is email etiquette?

What is email etiquette?

• Email etiquette refers to the principles of behaviour or code of conduct that one should

use when writing or answering email messages.

Email etiquette depends upon to whom we are writing: Friends & Relatives, Partners,

Customers, Superior or Subordinates.

Why is email etiquette important?

• The way you communicate reflects the type of employee you are,

your work ethic, professionalism and attention to detail.

• Email etiquette helps to streamline communication and make the

information you are sending clear and concise.

If you read an email riddled with typos, you probably think one of two

things:

1. The sender does not know basic spelling and grammar.

2. The sender did not care enough about this message to review it before sending.

• Neither bodes well for your relationship.

• Email etiquette rules dictate what’s appropriate and what’s not when you’re

sending a message to a prospect, business partner, co-worker, manager, or

acquaintance.

• They help you avoid miscommunications and mistakes.

So why are email skills important?

So why do we use emails as workplace

communication?

Emails as workplace communication

• Emails are an important method of business communication.

• Using email can greatly benefit businesses as it provides efficient and

effective ways to transmit all kinds of electronic data.

✓ Emails are cheap, fast and convenient.

✓ It is accessible, as it allows for easy reference

✓ Very easily replicated.

BUT

• The planning, content and timing of your email is VERY IMPORTANT.

• Avoid the temptation to send ‘unprocessed’ thoughts.

• Think carefully before pressing

Stop and think about how many emails you

write each day at work?

Now think about how much time you’ve wasted trying to correct or

retract an email that’s was:

➢ Poorly written.

➢ Sent to the wrong person.

➢ Sent in anger.

➢ Had the wrong attachments etc.

It is not only frustrating and annoying to read BUT it can

lead to serious miscommunications and lost opportunities.

Emails as workplace communication

• Inbox overload is basically the inability to

stay on top of your email inbox.

• This can happen quickly.

• Most often, there might be so many that

we’re not even sure where to start.

• Always reply to emails timeously.

• Even if you inbox is overloaded use the

correct email etiquette when responding.

• Never rush your response.

What is Inbox overload?

• Keep your tone professional• Avoid vague subject lines• Use proper email punctuation• Practice good grammar• Resist emojis in email• Keep subject lines descriptive and

short• Choose your email salutation carefully• Leave the right impression with your

email sign-off• Triple-check your recipient's name• Use sentence case

• Consider your email's tone• Always use standard fonts and

formatting• Call out attachments• Perfect your email signature• Fill out your email fields properly• Use Bcc appropriately• Use 'Reply all' sparingly• Think before forwarding• Respond in a timely manner• Set informative out-of-office replies

Remember these basic principals

Basic principals of writing

Apply these basic principles to your writing:

1. Use an effective layout.

2. Organise information in a logical order.

3. Use clear, descriptive headings with a title that reflects the main theme.

4. Give strong points priority over weak ones .

5. Do not include any irrelevant points.

6. Language must be brief, clear and straightforward.

7. Maintain a direct/personal approach.

8. Be gender-neutral.

9. Use appropriate punctuation.

Principles of writing in plain English:

• The ability to write effectively in English has great advantages.

• The good news is that anyone can achieve competency in writing.

• The best business writing is crisp and precise.

• It has a a polite yet conversational tone.

• Writing plainly actually enhances credibility.

Basic principals of writing

• In business communication, no time or words must be wasted.

• The audience must receive the message and its meaning immediately.

• Grammar ensures that a sentence makes sense.

• It facilitates clear and concise communication.

• Errors in verb tense, sentence structure, punctuation and

other grammatical elements can lead to:

➢ confusion,

➢ altered meaning

➢ and general detraction from the intended message.

.

Why is grammar important?

Most common grammar mistakes

1. everyday/every day

Wrong: He starts work everyday at 8 a.m.

Right: He starts work every day at 8 a.m.

"Everyday" (one word, no space) is an adjective describing something that's very common, like an everyday occurrence.

"Every day" (with the space) is an adverbial phrase that means each day.

A quick test to tell which is right: If you can use a day of the week, say Monday, in the sentence, you should use "every day.“

2. I/me

Wrong: The marketing manager told Riley and I to talk with her.

Right: The marketing manager told Riley and me to talk with her.

The general rule: Use "I" when it's the subject of a verb (e.g., "I walked to the store").

Use "me" when the pronoun is the object of the verb, or when the verb is doing something to someone or something (e.g., "the dog

followed me to the store").

3. its/it's

Wrong: The company just celebrated it's eighth year since it went public.

Right: The company just celebrated its eighth year since it went public.

We've seen a lot of people write "it's" when they want to show possession. But that's the incorrect usage!

4. lie/lay

Wrong: I could just lay down and go to sleep.

Right: I could just lie down and go to sleep.

To "lie" is intransitive, which means it doesn't have an object and doesn't do anything to anyone or anything else (e.g., "I lie down").

To "lay" is transitive, which means it does have an object, as in something or someone the verb is doing something

to (e.g., "I lay down my head").

Most common grammar mistakes

5. apostrophes

•Wrong: We need to get our sale's numbers up.

•Right: We need to get our sales numbers up.

This is an example of the all-too-frequent attack of the unnecessary apostrophe. People see an "s" at the end of a word and

think: Add an apostrophe!

But often they shouldn't. You use an apostrophe in a contraction (e.g., "there is" to "there's") or to show possession (e.g.,

"the manager's pet peeve").

You don't use one if the "s" is there simply to make a word a plural.

6. that/who

Wrong: The people that reach their sales target will get a reward.

Right: The people who reach their sales target will get a reward.

This is a bit nit-picky, but it was mentioned as a pet peeve by many of the managers we've spoken with. How to avoid it?

Use "that" when you're talking about things, and "who" when you're talking about people.

But it can get a little more complicated. A sales team or another group of people could be both a "that" or a "who," since it's

a thing made of people. And animals? Technically, they're "that" — in spite of how we feel about our furry pals.

7. less/fewer

Wrong: Less than 50 people showed up for the presentation.

Right: Fewer than 50 people showed up for the presentation.

This doesn't bother us, but we've heard a lot of complaints from managers. So here are the (kind of picky, but technically

correct) rules about "less" and "fewer":

•Use "fewer" for numbered, countable things (e.g., "100 fewer purchases").

•Use "less" for things that can't be counted ... at least reasonably (e.g., "there's less sand at this beach").

Most common grammar mistakes

8. then/than

Wrong: That presentation was better then the first one.

Right: That presentation was better than the first one.

This is such an easy mistake to make (and one that autocorrect might not catch). So remember this: You use "then" when you're

talking about time (e.g., "I'm going to go to the meeting, then to lunch"), and use "than" when you're comparing things (e.g., "I'm

older than he is").

Interestingly, there's a very good reason these two words look so alike: They were originally the same word in Middle English,

used interchangeably with both meanings.

9. there/their/they're

Wrong: There going to they're office over their.

Right: They're going to their office over there.

Three words that sound alike, but with completely different meanings — and a surprising number of people mixing them up in

emails and memos.

"There" is a location, as in "not here. Sometimes it's also used as an exclamation (e.g. "So there!"). "They're" is a contraction of

"they are." And "their" is a possessive, meaning ownership by more than one person.

10. your/you're

Wrong: Your my favorite supervisor.

Right: You're my favorite supervisor.

Here's another one that autocorrect often doesn't catch because it's spelled right even if it's grammatically wrong.

But be careful! "You're" is a contraction, only used to mean "you are." "Your" is a possessive of "you," used when you want to

show possession. Remember this: You're going to be just fine if you watch your grammar.

Most common grammar mistakes

The use Prepositional phrases

• A pre-position is a word which shows the relationship among other

words in the sentence.

• They provide important information on location, descriptions of people and

things, relationships, time, and ideas.

• Common prepositional phrase examples include on, for, in at, about, after,

before, behind, by, during, for, from, of, over, past, to, under, up, and with.

• In written communication always make sure you use the right preposition

phrase.

Use the right prepositional phrase

Spelling and part of speech

Meaning

Contain (verb) To contain means to hold, to have inside of, or to be full of. From “contain”

the noun “contents” is derived.

Example: This packet contains tea. What are the contents of your pocket? What

does your pocket contain?

Consist (verb) Consist means to be made up of. The word “consist” must be followed by the

prepositions “of” or “in”.

Example: This cake consists of eggs, flour, butter and vanilla.

Affect (verb) To excite or arouse feelings of sympathy or sorrow.

Example: I was much affected by the news of his death.

To influence or concern.

Example: Your words will not in the least affect my decision.

Effect (noun, verb) Effect may be a verb or a noun, both connected with the same idea.

“To effect” means to obtain a result. “An effect” is a result.

Example: The effect of your conduct is to lessen your chances of promotion

The following are commonly used words whose meaning can sometimes be confusing due to their similarity to other words:

Common mistakes: part of speech

Spelling and part of speech MeaningLose (verb) The past tense verb and past participle is “lost”. From that,

the noun is “loss

Loose (adjective) The past participle is “loosened”. From that, the verb is “to

loosen”.

Past (noun, adjective, preposition) During the past week I earned a great deal.

Passed (past tense verb, past participle) The time has passed rapidly.

Price (noun) Price is the sum demanded by the seller of that article.

Example: I cannot afford to pay that price; it is much too high.

Cost (noun, verb) Cost denotes the money paid by a purchaser for some article.

Example: The cost of building the Kariba Dam was enormous.

Value (noun) Value is what the article is considered to be worth, and is not

exactly measurable.

Example: The price of this picture was only R10.00, but its value

as a work of art is probably R4000.00.

Common mistakes: part of speech

Avoid abbreviations

Abbreviation Correct form

I'm I am

Isn't Is not

Don't Do not

Won't Will not

Wouldn't Would not

You'll, we'll You will, we will, we shall

I'll I will, I shall

Can't Cannot

Couldn't Could not

We've, I’ve We have, I have

I'd, we'd I had, we had

There's There is

They're, we're They are, we are

Try and avoid, as far as possible, using abbreviations of ordinary

words in writing:

Using proper punctuation is a necessity in written English:

The importance of punctuation!

• It is an important tool to make your written text logical and readable.

• It ensures that the reader clearly understands the message that is being

conveyed.• Even a small comma can greatly change the meaning of the sentence.

Always check your spelling & grammar

Reread/Rethink Before Hitting Send - DON’T forget to check for spelling and grammar.

1. If you think this form of communication does not have to be letter perfect, think again!

2. It represents you.

3. Poorly written messages may indicate a poor quality of work.

4. Use proper capitalization, punctuation and usage, and always check your spelling.

5. If you find an error in an email, fix it, then reread again before you hit send.

118 most commonly misspelled words

The essential parts

of an Email

1. From: The sender - Source of the communication.

2. To: The receiver - Destination of the message.

3. Subject line: Description /The reason for the email.

4. The Greeting/Salutation The start of the email that sets the tone.

5. Body of the email: The message /information you want to

communicate.

6. The ending/Sign-off: Final word, that can reinforce the tone of your

message.

7. Attachments: Supporting documents or forms etc.

Parts of an Email:

1. Established the purpose of the email

• You have to know:

➢ why you are writing something

➢ to whom you are writing

➢ and how the reader might feel about it.

• This includes:

➢ How each piece of information relates to the overall objective.

➢ Includes knowing the audience, the purpose and the intended result

of the email.

2. Start drafting the email: Notes

Standard format Notes

Greeting Formal / informal:

Reply according to the manner in which the customer initiated contact.

Example: Good day / Dear Ilse / Dear Mrs Marais

Structure 1. The reply should be structured in the same order as the client’s communication.

2. Introduction:

*Thank the client for their query; or

*Acknowledge the query with a specific date or time, as well as a summary of

the customer’s details.

3. Body:

*Respond to all content relating to an enquiry.

*Answer questions as per the client’s format.

*Make sure to answer the questions in the order the client asked them.

4. Closing:

Summarise and offer any further assistance or information.

Bid for client action: Tell the client what you need them to do.

Spelling and

grammar

Ensure that correct spelling and grammar is used.

Questioning Make use of the most appropriate questioning technique: open, closed, probing, etc

Readability 1. Ensure an appropriate response is given to the client’s questions.

2. Summarise your response where necessary.

3. Make sure to match the client's use of words where possible.

Font 1. The right text font helps text readability.

2. The most popular safe fonts for email are these: Arial, Calibri, Verdana, Helvetica, Georgia, Tahoma, Lucida, Trebuchet and Times New Roman.

Standard format Notes

2. Start drafting the email: Notes

Drafting your email

Recipient’s names /email addresses

NB verify accuracy

Writing an Email: To/Recipient

1. Always check the recipient’s name one last time before you send

the email.

2. Sometimes it is best to add the email address last. You don't want

to send an email accidentally before you have finished writing and

proofing the message.

3. Even when you are replying to a message, it's a good precaution to

delete the recipient's address and insert it only when you are sure

the message is ready to be sent.

4. Double-check that you've selected the correct recipient.

5. It's easy to select the wrong name, which can be embarrassing to

you and to the person who receives the email by mistake."

Writing an Email: Cc & Bcc

Cc (carbon copy or more

commonly referred to as the

courtesy copy)

The CC field allows you to send a copy of the email with any recipient of your

choice.

In most cases, the CC field is used to keep someone in the loop, or to share the

same email with them.

Bcc

(blind carbon copy)

For security and privacy reasons, it is best to use the Blind Carbon Copy (BCC)

feature when sending an email message to a large number of people.

When you place email addresses in the BCC field of a message, those

addresses are invisible to the recipients of .

Writing an Email: Subject line

Ace the subject line.

• Either the receiver knows you

already (and would recognize your

name in the “from” field), or they

don’t.

• If receiver already has a pre-

established relationship with you,

they probably will be more

inclined to open your email .

• If they do not know you, you’re

going to need to pay extra special

attention to what you put in the

subject line.

• People often decide whether to

open an email based on the subject line.

Writing an Email

Writing an Email: Reply all/Forward

▪ Never use “Reply all” to disagree

with or correct someone.

▪ That is between you and the

sender, not the others on the email

▪ Don't forward anything without

editing out all the other forwarding.

▪ If you cannot take the time to write

a personalised email, think carefully

about what you are forwarding.

▪ Do not forward internal emails to

external customers.

Use professional &

appropriate greeting

Writing an Email: Greeting

• You can personalize your message to the recipient. Although

email is informal, it still requires a personal greeting, such as,

“Dear Ms. Jones,” or “Hi Charmaine

• Failure to include a greeting can make your message seem

cold.

• Choose a salutation that is appropriate for the relationship you

have with the recipient.

• If you are sending an email to a co-worker, a casual greeting

such as “Hello” may be appropriate.

• If you’re contacting someone for the first time or if they are a

professional acquaintance, use a more formal greeting like

“Dear Liezel/Mrs. Prinsloo

• Use “Ms.” for women when uncertain whether “Mrs.” or “Miss” is

appropriate.)

• If you are uncertain about gender, simply use the first and last

name, i.e. Dear Chris Smith.

• If you don’t know the person’s name, begin your email with no

greeting or use a simple greeting, e.g. Hello, Greetings, Dear

Manager, etc.

• The way you start your email sets the tone for the

remainder of your message.

• It enables the recipient to get a first impression of you.

• The greeting can even impact whether the reader

continues to read the rest of your message.

• Always use professional /appropriate greeting.

• Choose a salutation that is appropriate for the

relationship you have with the recipient.

• Failure to include a greeting can make your message

seem cold.

The importance of the right greeting

The Best Ways to Start an

Email:

1. Hello, or Hello [Name],

2. Hi [Name],

3. Dear [Name],

4. Greetings,

5. Good morning/Afternoon

1. Hello Name:

• Using the email greeting “Hello Name,” is popular.

• It is more formal than beginning with “Hi”.

• This salutation is still personalized with the recipient’s name and friendly,

• More suitable for official, business professional, unsolicited and cold-open emails.

2. Hi Name:

• Starting an email with “Hi Name,” is best for most circumstances, other than very formal situations.

• It’s one of the most popular greetings.

• It is friendly, direct and personal.

• Used if you have an existing relationship with the recipient.

3. Dear Name:

• Beginning emails with “Dear Name,” is best for formal emails.

• Also used for contacting someone in a position of respect or authority.

4. Good morning / afternoon / evening:

• Are reliable and inoffensive email openers.

• These polite, generic email greetings are usually used when emailing groups of people.

Greeting: Top 5 ways to start emails

5. Greetings,

• This greeting is a common email starter.

• Used when you aren’t sure who the recipient is or how to spell their name.

• A safe, polite and conservative start to an email.

• It can be used for emailing a single recipient or multiple people at once.

• Starting emails this way is a generic, but acceptable.

• Option for professional and personal communication.

Greeting: Top 5 ways to start emails

• These are the type of greetings that you might use in your everyday email

communication with:

✓ managers

✓ colleagues

✓ family or friends.

• Keep in mind: ✓ If email is for work-related purposes, you should always maintain a degree of formality.

even

✓ If you're emailing someone you speak with or see daily.

• Here are some warm email greetings that you may want to consider:

✓ "Dear [first name]"

✓ "I hope this email finds you well"

✓ "Hello or hi"

✓ "Hope you're having a great week"

✓ "[First name]"

Informal email greetings are used

Email greetings to multiple people

If you're sending an email to multiple people, here are some email greetings

to use:

•Hello everyone,

•Hello [Group or team name],

•Hi team,

•Hello all,

•Hi there,

•Greetings

•Good morning,

•Good afternoon,

•Good evening,

• If you're sending a follow-up message, consider changing the greeting line.

• The recipient can see the opening line of the email before actually opening it.

• If they see based on the opening greeting that you're following up on an earlier

message, they may be more inclined to open the email.

• Some email starters you may want to consider for a follow-up email are:

•"Following up on my last email"

•"As we discussed on our phone call"

•"As promised, here's..."

•"It was great to meet you at..."

•"Here's more information on..."

•"As promised, I'm..."

•"Can you provide me with an update on..."

•"To follow up on our meeting"

•"I'm getting back to you about..."

Email greetings for follow up emails

• Supporting documents or files you want to attached to email.

• If you can copy and paste information into an email rather than

attaching a document, do that.

• If not, let the recipient know in the body of your email that you have

attached a document.

• It’s also good etiquette to compress or zip the attachment so it takes

up less space in their inbox.

NB Make sure it is the right attachment before sending.

Adding : Attachments/Supporting Docs

Acknowledge email.

Writing an Email: Content

If you are replying to an email:

• Always acknowledge the email: Thank you

for your email.

When you then start drafting do not

• write the great American novel.

• Email is intended to be a brief communication.

• Keep the message short and concise.

• Use only a few, brief paragraphs.

Reread/Rethink Before Hitting Send

• Always reread content. If your email is long,

think about ways to make it more concise.

• And if your email is controversial or was written

in anger, hit save not send.

• Come back to it a few hours or a day later and

see if you still want to send it.

• This may sound like a lot to do before sending

an email, but if you are sending effective emails

and are more efficiently organizing your email,

you will find you actually have more time not

less.

Writing an Email: Sign off

• Sign off in style

✓ Include a professional sign off ✓ Include a signature block.

•The best email sign offs are general, friendly but

slightly formal sign offs; like “best regards” or “all the

best”.

• If you expect to see or meet the recipient in the near

future then you can end your email with “I look

forward to speaking with you” or “I look forward to

meeting you”.

•Here are a few of the most common ways to end a

professional email:

•Best.

•Sincerely.

•Regards.

•Kind regards.

•Thank you.

•Warm wishes.

•With gratitude.

•Many thanks.

DO include your name or a signature with additional

details and contact information.

The recipient may want to communicate by means

other than email.

If your email defaults to a standard signature, be sure

it is appropriate for the particular email you are

sending an in line with Company requirement.

Email Etiquette

Avoid these common mistakes

Avoid these common mistakes when writing emails

1. Bad subject

Next up are bad subject lines. Either too long, too vague or just not saying anything at all.

“Hello” is not a good subject line .

Try expressing what you’re trying to accomplish with your email and so keep the subject line as short as you can.

2. Inappropriate addressing or language

Address people properly and respectfully, without using jargon, at least until you get to know them really well

If you’re not sure where you stand with a client after having exchanged a couple of emails, it is always helpful to see how they

address you and stick to that.

3. Not coming to the point

Everybody spends a lot of time on emails but is aware that they could be doing other, probably more productive stuff in the

meantime.

Try not to waste anybody’s time – neither yours nor your emails recipient and get to the point, keeping it short and sweet.

4. Mass emails

Sending emails to dozens of people is one of the most surefire way to land in the spam folder.

It is impersonal and off-putting to the receivers.

Sending single emails takes more time, but the success rate will be considerably higher so it’s worth the effort.

5. Answering in the heat of the moment

This mistake actually almost happened to me yesterday. A client wrote me that her colleagues would be unwilling to travel to a

city for three hours to meet me, although the ride should only take one hour. I was close to asking her something to the effect of

whether they were using Fred Flintstone’s vehicle. However, I took a deep breath, waited an hour and politely wrote her back,

which in the end led to a mutually beneficial solution.

6. No call to action

When you write an email, chances are you are expecting an answer. Sometimes however your message might not really convey

that. Make sure you include a question, or a so-called call to action, enticing your recipient to write you back.

7. Not double-checking spelling, attachments, names and links

Once you have gone through all the steps of writing an email, make sure you proof-read it.

Spelling an email address wrong can be the worst, leaving you with the expectation of an answer that will never come.

Leaving out an attachment is not irreparable, but annoying for both sides.

Similarly, broken links or bad spelling is not the end of the world,but can often leave a bad impression.

8. Marking messages as urgent that aren´t urgent

Some people mark every second email as urgent. Or they will tell you that they need an answer ASAP.

Don´t overdo it, because next time you will really need a quick answer nobody will take you seriously anymore.

So only mark emails as important when they really are.

Avoid these common mistakes

✓ Include a Subject Line With Key Words.

✓ Clarify the Purpose

✓ Do not reply all or CC everyone

✓ Think of where your email could end up

✓ Reply in a timely fashion.

✓ Have an Appropriate Greeting

✓ Keep It Professional

✓ Write Concisely

✓ Organise information in a logical order.

✓ Say Thank You

✓ Use correct grammar and punctuation

✓ Adapt language to suit context

✓ Draft and edit own writing

✓ Proofread /Always do a spell check

✓ End With a Call to Action

✓ Sign off in style

Let’s summarise: Top Email tips