email etiquette 1.2

Training Confidential. For Internal Use Only1

WELCOME TOEMAIL ETIQUETTE WORKSHOP

Training Confidential. For Internal Use Only

WHOSE AD IS IT?


OBJECTIVESBy the end of this session, you will be able to know:

The importance of E-Mail Etiquette

The anatomy of an E-MAIL

How to draft certain types of emails

Appropriate Formatting of emails

Optimal utilization of Outlook


Why Email?

What is an Email?


Communication

Face to Face

On the Phone

Written


Face To Face

Tone of Voice , 35%

Verbal , 7%

Non Verbal , 58%

Tone of Voice

Verbal

Non Verbal


On The Phone

Tone of Voice , 60%

Verbal , 40%

Non Verbal , 0%

Tone of Voice

Verbal

Non Verbal


Written

Verbal , 0%

Non Verbal , 100%

Tone of Voice , 0%

Tone of Voice

Verbal

Non Verbal

Written communication should always be more polished and formal than real life spoken communication


E-Mails• Emails should be short, concise and to the point,

like phone calls• The tone of the email should be conversational• An email should not contain any financial or

personal information, that you don’t want to share with unknown parties

• Email clients let you view email messages• Always reply within 24 hours and expect the

same from the other person


Why is E-Mail Etiquette Important?


Importance of Email Etiquette We all interact with the printed WORD as though

it has a personality. That personality makes negative and positive impressions upon us.

Without Basic Etiquette your document can be easily MISINTERPRETED by your reader. So it is crucial that you follow the basic rules of etiquette to construct an appropriate tone.


Importance of Email Etiquette• There is no disputing the convenience and speed of

emailing others for reasons both professional and personal• Coworkers, bosses, and others you are contacting for

business purposes will not be as understanding or forgiving• This is especially true of total strangers who receive your

messages. All they will know about you (and the organization you work for) is what they see on their screens

FIRST IMPRESSIONS COUNT!!


The Five C’s Of E-Mail Writing

ConciseClearCompleteCourteousCorrect


Tone

The tone of an email is of utmost importanceAvoid starting an email with the words

- Why?- ??- You have to- Can’t- Just the Name (Peter,)- Any other strong word that you would not like


YOU ROCK!!


Expressing Yourself

Express your thoughts clearlyRead the email before sending to verify if you

intend to mean what is mentionedAlways write solution centric emailsHow to convey urgencyBe positive to the suggestions made to you


Going for ConsensusUnderstand other people’s views from their point

of view Find conclusion which satisfies every one rather

than expressing yourselfGenuine consensus is different from suppressing

your views in favor of a majority viewDon’t lose the main benefits of a group, which is

having multiple perspectives on the same issueThose who disagree strongly should stick to their

ideas


Appropriate Subject Line This is where you tell

yourself what you wish to say. If you have a problem at this time then your message is not very clear.

A good subject line can make all the difference. In fact it can carry the entire message. Be specific but brief!


Appropriate Subject Line

Create a subject line that is brief and yet to the point

Subject line must not be a complete sentence

Subject line should be within 25 - 35 characters

Subject should convey the essence of the mailUrgency of the message must be indicated in the

subject line


Useless Subject Line

• What to do?

• ????

• Re:- FYI

• Two things

• Great News

• Urgent

• Status

• Quick Question

• Help


Text

FONT / COLOUR: Choose your Font carefully Use the UPPER CASE appropriately

as it might sound as though you are shouting on the recipient

The Font should not be too Big or too Small

Do not use too bright or jazzy colors Only use black and blue when

sending office mails Red / Bold font to be used only when

highlighting important points / words Don’t use Italics and special fonts as

some email programs don’t support them


Emoticons

• Emoticon are keyboard figures made to express smiles, frowns, etc.

• It’s a smiley inserted in an email

• Emoticon is used as an expression in an email

• Emoticons are used for entertainment and fun


Message Length

Choose your words carefully

Limit your message to one subject. Long sentence test the grammar and punctuation of the writer

Long sentences bury the idea

THREE MAJOR IDEAS PER MAILKeep to a 15 line message (about half a computer screen) if you can or Maximum 1 comp screenUse separate paragraphs to address new issuesParagraphs should be short


Message Length

Use “white space” in the form of new sentences b/w key lines and new Para‘s

When your message is long; use a separate word doc and send it as an attachment

Use Numbered lists for sending instructions or directions

Bullets are used to make the key points clear & visible (descending order of points)


Try to keep E-Mail brief

• Try to keep the E-mail Brief• Try to keep line length 80 characters or less• If your message if likely to be forwarded, keep it

to 60 characters or less• Write short sentence easy to write & understand • Some words are POWER words most are PASTE

words• When you know the recipient is in hurry, put your

message directly in the body of the message



• This is the response I received from one customer who recently shared his thoughts about his concerns for our return policy. I send it to you because I believe we need to develop and implement a more customer oriented approach to service

Total :- 42 words.



• This is the response I received from one customer who recently shared his thoughts about his concerns for our return policy. I send it to you because I believe we need to develop and implement a more customer oriented approach to service

• Paste words:- 21. Power words:- 21

• We need to develop and implement a more customer oriented approach to service . As, customer said to our return policy


Inverted PyramidThe inverted pyramid is

a metaphor used by journalists and other

writers to illustrate the placing of the most

important information first within a text. It is

the most widely preferred method in writing news stories


When your message is LONG..

• Create an elevator Summary• Provide a table of contents on the first screen

of your e-mail• If you require a response from the reader then

be sure to request that response in the first paragraph of your E-mail

• Create headings for each major section


Bullets…• When your are writing directions or want to

emphasize important points number your directions or bullet your main points..

Example:- 1. Place the paper in drawer A2. Click the green start button


Anatomy of an E-Mail

• To: ………..• CC: …………• Bcc:………..• Subject Line• Text • Signature Line

• Text• General Format• Font, Color, Length, Greeting• Bullets, Lists• Spellings, Grammar, Punctuation


TO:………….

Beware of putting too many names in the TO line

To: James, Tracey, Michael Subject: Meeting


Hierarchy

Many people are obsessed with Hierarchy so take care when adding names to the TO field.

TO:- Senior manager, Assistant Manager, Team Leader


THE CC:……(Carbon Copy)

• If you just want people to know what is happening then they do not belong to the TO field, they go to CC field – only those people who MUST know


THE BCC:….(Blind Carbon Copy)• If you don’t want people in the TO field or CC

field to know that you have sent an E-Mail to some other people as well – undisclosed recipients


Attachments

• In order to attach a file, you click on the paper clip

• Before sending a very large attachment, you should compress it


PCP1: Thank, acknowledge and support people freely.

Ex1: I like your comment Ex2: I agree with so. Ex3: Thanks…

• In computer conference, you cannot see other people nod their heads smile or greet you. If you don’t receive an acknowledgement of a message, you feel ignored. People should know that they have been appreciated.

PCP2: Acknowledge before differ.

Ex1: what I think you mean? Ex2: Have I got that right? Ex3: my own view differs as follows.

• If you disagree with someone. Start by briefly restating what the other person has said. The person then knows that you are trying to understand him, and is thus in a better position to take your view seriously.

Practical Communication Principles (PCPs)


PCP3: Speak from your own perspective:

Ex1: here’s how I see? Ex2: how I feel about? - You can present other views with a direct quote like:

- “ As so and so said in ex. “.

- Don’t generalize: Ex: “ it is a fact that … “ - If something is put as an absolute, there is no room for anyone else’s

perspective.

Practical Communication Principles (PCPs)


Drafting Certain types of E-Mails

DRAFTING AN E-MAIL:

An ApologyRequesting for InformationAsking for ClarificationAddressing Multiple peopleWriting a Complaint


Apology E-Mail

Try not to begin with Apology straight away. “I’m sorry..”

State what have you done about itWhat caused itApologizeSuggestions


Requesting for Information

• State the request

• Support with details

• Specifications


Requesting Information


Asking for Clarification..!!

Asking for Clarification

In case you have more doubts, number them or bullet them


Addressing Multiple PeopleTo: the interested party, the action taker, the one who has to do that activity.

Cc: to make those people aware or to inform them

Address, each person separately.Greet: Can use Derrick / Diana / Frooti or Hi All


Addressing Multiple People


Writing a Complaint• You should briefly state the history of the problem to provide

context for your reader

• Explain the attempts you made previously 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


A Complaint E-Mail


Delivering Bad News..!!• Deliver the news upfront (We are unable to order new Computers due to budget cuts)• Avoid Blaming statements (I think it will be hard to recover from this , but what can I do to help?)• Avoid Hedging words or words that sound ambiguous (Our Pricing structure is outdated) Examples of Hedging are:- possibly, most likely, may be• Maintain a positive Resolve


Flaming E-Mails• Flaming is a virtual term for venting or sending

inflammatory messages in email• Flaming means delivering a strongly held

opinion without holding back any emotion, often offending the person who is ‘flamed’

• Avoid flaming because it tends to create a great deal of conflict that spirals out of control

• Flame fights affect observers in a very negative way


Keep Flaming under control..!!

• Before you send an email message ask yourself” would I say this to the 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


When you need to FLAME..!!Responding to a flame…• Empathize with senders 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• Explain what led to the problem in question• Avoid getting bogged down by details and minor

arguments• 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


How to extinguish a FIRE• I understand your concern : when the sender is right

• Thank you for bringing this to our notice : when you are right

• I apologize for the inconvenience caused : when there has been a mistake from your end

Can you think of some more….


Replying To A Wrongly Sent Email

If you have sent an email in error or to the wrong recipient:

• Send a follow-up message to explain the mistake

• Request to ignore the message• Apologize briefly


Grammar / Spellings Word Choice

Proofread for errors carefully

Use precise words

Do not use Reductions, e.g. “wanna, gonna, let ya, got ya etc.”

Reductions make you sound informal & relaxed

Program your email to auto spell check all outgoing mails

Avoid use of Indianism or jargon

Avoid Negative words that begin with un, non, ex. Or that ends with “LESS”. Examples (Useless, non- existence)

Use smiles , winks ;), and other graphical symbols only when appropriate


59

Find the errors:Dear Jacqui

Thanks for the mail which you had sent last evening summarising everything we discussed about

in the meeting. Sorry I couldn’t reply sooner, but when the meeting got over the current went

and we couldn’t use the computers until the next day. We also had a bit of a problem at work

as one of the senior managers putting his papers.

Anyway, if you would like to order for the books you mentioned in your last e-mail, please

complete the attached form and send the same to me by the end of the week. Just to let you

know, we have a special introductory price for a couple of other titles (details attached). If

you would like to avail of this offer, please let me know.

I also need your help sorting out the Internet connection in the training rooms. I asked John for

help last week and I again asked him yesterday, but nothing has been done – can you please

do the needful?

One more thing – I need an advice about some courses we are running. At the moment, we have

too much of time between the end of one course and the start of the next one. Can you

suggest me a time when we can meet to discuss this?

Please revert for clarification.

Best regards

Tina


60

Answers:Dear Jacqui

Thanks for the mail which you 1had sent 2last evening summarising everything we 3discussed about in the meeting. Sorry I couldn’t reply sooner, but when the 4meeting

got over the 5 current went and we couldn’t use the computers until the next day. We

also had a bit of a problem at work as one of the senior managers 6put in his papers.

Anyway, if you would like to 7order for the books you mentioned in your last e-mail, please

complete the attached form and send 8the same to me by the end of the week. Just to

let you know, we have a special introductory price for a couple of other titles (details

attached). If you would like to 9avail of this offer, please let me know.

I also need your help sorting out the Internet connection in the training rooms. I asked

John for help last week and 10I again asked him yesterday, but nothing has been done –

can you please 11do the needful?

One more thing – I need 12an advice about some courses we are running. At the moment,

we have 13too much of time between the end of one course and the start of the next

one. Can you 14suggest me a time when we can meet to discuss this?

Please 15revert for clarification.

Best regards

Tina


04/12/2023 61

Correct the Following:

• More higher

• Return back

• This is not possible

• 2 days before

• 1 day ago

• Next to next week

• Its more good

• No, we can’t do this

• Confirm me

• Explain me


Abbreviations…

• Use them if your reader understands them• Too many abbreviations are confusing “I received a message an HR ago from HR and

intend to act on the PMS ASAP.”


Abbreviations…


04/12/2023 64

What does this stand for:

ABBREVIATION FULL FORM

ASAP As soon as possible

EOD End of Day

FYI For your information

FYA For your action

FYG For your guidance

PFA Please find attached

PYR Per your request

WRT With regard to

THX Thank you

PLZ Please

BTW By the way

LOL Laugh out loud

EOB End of Business


Keep Your E-Mail NEUTRAL Eliminating the Pronoun

The busy executive should try to read the e-mail THAT IS sent TO HIM by clients and vendor daily.

The trainer received the quick Appraisal for HIS quick, professional work.


Choose the best response!


Beginning & Ending are very important

1. Business email – friendlyDear (+ first name)Just a quick note to remind you aboutEndBest wishes / Kind regards

2. In-company email request(no salutation)Could you…EndThanks / Cheers

3. Formal business correspondence (for example: letter of enquiry)Dear Mr. Smith (Dear Ms Smith)I am writing to enquire about your pricesEnd:An early reply would be appreciated / I look forward to hearing from you at your earliest convenienceYours sincerely


Spamming

• Spamming is to send unsolicited emails to people

• At work, sending online presents, cards, chain mails to you co-workers and friends, is spamming


Emails shouldn’t be used for…

• Discipline • Grades • Conflict resolution


Email Judging Activity


Outlook Express

FEATURES:Meeting Asking for Delivery / Read receiptHow to Recall a MessageWhen to use Out of Office Auto replyCreating an Auto signatureUsing these features only if relevant


Setting Up A Meeting


Responding To A Meeting Invite

You must always respond to a meeting invite as soon as you receive it:

• Accept : you will attend the meeting

• Tentative : you may attend the meeting

• Decline : you will not be able to attend the meeting

• Propose New Time : you may not be able to attend the meeting that day and time hence you want to propose new time


Always Use A Signature Block

• People may not have immediate access to your phone number or address

• Within your organization, it will save the recipient time

• The signature block should include:– Your first and last names– Your title and your organization’s name– Your full address– Your telephone # & ext #– Your website address – Fax #


Signature Block


Elements of a SIGNATURE BLOCK..

• Full Name• Title • Organization • Address • Phone Number• Fax • E-Mail ID• Web Page• Disclaimer• Logo! (Be careful if the company LOGO is very Colorful and Large)


Elements of a SIGNATURE BLOCK..• Thanks & Regards,• Sanchita Singh• Assistant Manager – HR (Training)• Exevo• G6/B1 Mohan Co-operative Industrial Estate, Mathura road

New Delhi, India – 110044• (: +91 (0) 11 416 79446 | ): +91 9873555203 | *: [email protected]• Research Redefined• www.exevo.com

• **Confidentiality Notice**• This message and any attachments are solely for the intended recipient and may contain

confidential or privileged information. If you are not the intended recipient, any disclosure, copying, use, or distribution of the information included in this message and any attachments is prohibited. If you have received this communication in error, please notify us by reply e-mail immediately and permanently delete this message or any attachments. Thank you.

mailto:[email protected]

http://www.exevo.com/


Use The Out-of-office Assistant

On leave, create an Automatic Reply to inform people sending you e-mail of your absence

Always Test check the out of office Assistant

The Automatic Reply should contain: -The dates during which you’ll be absent - If / when you’ll be responding to e-mail - Whom they can contact in your absence


Do Not Over-use High Priority Option

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'


Replying To An Email

• 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'


Forwarding An Email

• You should forward an email only when you know that the other person should have the information

• Discard and delete any chain emails


Do Not Over-use Reply To All

Only use Reply to All if you really need your message to be seen by each person who received the original message


REMEMBER• Reasonable personal use of E-mail

is permitted• Important means of maintaining

relationships with colleagues both inside and outside the organization

• E-mail is primarily intended for business purposes

• Keep the information relatively short, precise and always polite, with simple questions relating to what you expect to happen


You Should Not Use Work E-mail To

• Carry out any illegal activity

• Carry out any non-company approved business activity- No personal business use

• Harm the company’s interests

• Threaten / harass anyone


You Should Not Use Work E-mail To…

• Forward Nuisance mails:

• Chain mails

• Joke

•Forward / send large attachments

• Large / multiple images

• Small video files

• Applications


Before You Click The Send Button!!!!

• Respect the recipient’s bandwidth• Read the message to make sure that its

purpose is clear• Edit the message to:

– Ensure the format allows it to be read with ease

– Correct any grammar/spelling errors– Remove, and replace if necessary, any

words which may be misinterpreted– Make sure that your responses to

questions are clearly identified with the question

– Have a nice greeting– Have a proper sign off


Effective E-mail Checklist

Answer the following questions for yourself about every email you send…

Why am I sending it (as opposed to calling, face to face, or sending a fax or memo)?

Have I given the reader the context, data to properly inform them?

What is my desired outcome of sending this e-mail?

How will my outcome be achieved?

Have I given explicit instructions to achieve my ends?


Effective E-mail Checklist

Is my tone appropriate? “Often anger will inhibit readers from responding as you wish”

Did I ask for what I want: decision, action, support, response, etc.?When you need it? Say so, and make it explicit.


Important TipsHere are some tips on keeping business emails legit:

• Leave a clue. Include the subject on the subject line

• Counterfeits don’t count. It might be email, but make it look like a business letter

• Take no hostages. Keep your message brief, clear, and free of abbreviations and symbols where words are needed. Put your bottom line at the beginning so the reader doesn’t have to scroll through multiple screens to catch your drift

• Clear the scene. Proofread, edit, and revise as carefully as you would any other kind of business document. The “tools” for cleaning up the carnage are at your fingertips. Use them!

• Freeze! Don’t hit “send” until you’ve corrected any mistakes and have made sure what you have written is what you really mean and want to say. You can’t “undo” what the reader receives

• No serial e-mailers. Before you “gang mail” everyone you know with the same message, make sure all you have included on your hit list need to read what you’re sending


GOLDEN RULEREMEMBER THE HUMAN!


Question Time

email etiquette 1.2

Business

internal use

training confidential

tone of voice verbal

importance of email

email emoticon

email messages

written verbal

email etiquette workshop