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  • Your key to effective communication.

  • Agenda

    Importance of email etiquetteFormat of emailEmail etiquette

  • Why is email etiquette important?We all interact with the printed word as though it has a personality and that personality makes positive and negative impressions upon us.Without immediate feedback your document can easily be misinterpreted by your reader, so it is crucial that you follow the basic rules of etiquette to construct an appropriate tone.

  • The elements of email etiquetteGeneral formatWriting long messagesAttachmentsThe curse of surprises

    FlamingDelivering informationDelivering bad newsElectronic Mailing Lists

  • General Format: The BasicsSubject Dear Mr/Ms , Intro statement [Optional]Thank you for meeting with me.. I was referred to you by so and so..Purpose of email i.e I am writing to find out . + Due date.Reason for request. This information will help me do [Optional]Benefit for person giving information. In return, I will ..Background information. I have already spoke to ..Please respond by email or phone if you have questions for me Thank You.Sincerely/Best regards

  • General Format: The BasicsTry to keep the email brief (one screen length).Return emails within the same time you would a phone call.Check for punctuation, spelling, and grammatical errorsUse caps only when appropriate.Format your email for plain text rather than HTML.Use a font that has a professional or neutral look.

  • Email EtiquetteBe sure to include a subject line. Some e-mail services sort incoming messages by subject for the recipient.Consider using a Bcc to keep e-mail addresses private or to ensure that the To: area of the message remains a small size (recipients need not scroll past several listings to arrive at the body of the message).

  • Email EtiquetteWrite clear and concise messages. Write short sentences and short messages. Avoid double spacing your messages as e-mail requires recipients to scroll through messages without the benefit of highlighting or marking the message as one might on a printout.

  • Email EtiquetteAvoid the use of all capital letters.Capitalizing all letters is considered shouting or flaming. The recipient may consider this hostile.www1.istockphoto.com

  • Email EtiquetteWhen replying to a message, consider deleting part of the original message to save space on the screen. Retain the part of the senders message to which you are responding.Avoid using the reply to all function as this sends your response to all recipients of the e-mail. Ask yourself, Does everyone need to know this information?

  • General Format: Lists and BulletsWhen you are writing directions or want to emphasize important points, number your directions or bullet your main points.For example,Place the paper in drawer A.Click the green start button.Another example, Improve customer satisfaction.Empower employees.

  • General Format: ToneWrite in a positive tone When you complete the report. instead of If you complete the report.Avoid negative words that begin with un, non, ex or that end with less (useless, non-existent, ex-employee, undecided).Use contractions to add a friendly tone. (dont, wont, cant).

  • AttachmentsWhen you are sending an attachment tell your respondent what the name of the file is, what program it is saved in, and the version of the program.This file is in MSWord 2003 under the name LabFile.

  • When your message is longCreate an elevator summary.Provide a table of contents on the first screen of your email.If you require a response from the reader then be sure to request that response in the first paragraph of your email.Create headings for each major section.

  • Elevator Summary and Table of ContentsAn elevator summary should have all the main components of the email.Our profit margin for the last quarter went down 5%. As a result I am proposing budget adjustment for the following areasTable of contentsThis email containsA. Budget projections for the last quarterB. Actual performance for the last quarterC. Adjustment proposalD. Projected profitability

  • Delivering Information About Meetings, Orientations, ProcessesInclude an elevator summary and table of contents with headings.Provide as much information as possible.Offer the reader an opportunity to receive the information via mail if the email is too confusing.

  • Delivering Bad NewsDeliver the news up front.Avoid blaming statements.Avoid hedging words or words that sound ambiguous.Maintain a positive resolve.

  • Delivering Bad NewsDeliver the news up front:We are unable to order new computers this quarter due to budget cuts.Avoid blaming:I think it will be hard to recover from this, but what can I do to help?

  • Writing a complaintYou 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.

  • ComplaintsExampleDr. Mitra:The review that we had the period before the final was not accurate. As a result, the grades we received could have been incorrect. The T.A.s who led the review gave incorrect information. I would like to suggest that you ask students who were at the review which information the T.A.s gave incorrectly and account for those errors in our grades. There have been a number of complaints from fellow classmates who feel the same way. Please take this into consideration. Thank you.

  • Good Topics for EmailYou should email your teacher if:You have an easy question that can be answered in a paragraph or lessYou have an assignment that you are allowed to submit via email

  • Bad Topics for EmailThere are some rules that its best to follow, such as:Dont try to turn in an assignment through email if your teacher has specified against itIf you have to get an extension for an assignment, do it in personDont bring up any topic that will require continuous conversationIf things become heated, there is a large risk for misunderstanding, so its best to talk face-to-face

  • Do not take your reader by surprise or press them to the wallDo not wait until the end of the day to introduce a problem or concern via memo or email.Avoid writing a litany of concerns that you have been harboring for a long period of time.

  • Flaming in emailsFlaming is a virtual term for venting or sending inflammatory messages in email.Avoid flaming because it tends to create a great deal of conflict that spirals out of control.Flame fights are the equivalent of food fights and tend to affect observers in a very negative way.What you say cannot be taken back; it is in black and white.

  • Keep flaming under controlBefore you send an email message, ask yourself, would I say this to this persons 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 proofreading.

  • Responding to a flameEmpathize with the senders frustration and tell them they are right if that is trueIf you feel you are right, thank them for bringing the matter to your attentionExplain what led to the problem in questionAvoid getting bogged down by details and minor argumentsIf you are aware that the situation is in the process of being resolved let the reader know at the top of the responseApologize if necessary

  • When Email Wont Work

    There are times when you need to take your discussion out of the virtual world and make a phone call.If things become very heated, a lot of misunderstanding occurs, or when you are delivering very delicate news then the best way is still face-to face.

  • *This presentation was designed in response to the growing popularity of email and the subsequent need for information on how to craft appropriate email messages, send resumes and cover letters via email, communicate with colleagues and classmates, and how to participate in electronic mailing lists. Anyone who uses email (regardless of regularity or purpose) will find this workshop to be useful.

    Contributions from the following sources: Angell, David, and Heslop, Brent. The Elements of Email Style: Communicate Effectively via Electronic Mail. Reading, Mass: Addison-Wesley Publishing Company, 1994.Bailey, Jr., Edward P. The Plain English Approach to Business Writing. New York: University Press, 1990.Caudron, Shari. Virtual Manners. Workforce 79.2 (2000): 31-34.*Email has become very prevalent in most peoples lives and many use it to cheaply and quickly communicate with friends, family, and co-workers. Although this technology is available to everyone, and most people are accustomed to using email, people still are not very savvy when it comes to understanding how email functions in a relationship both personally and professionally.

    How we interpret email: While most people are aware that the computer is not a person and that emails do not have a character of their own, many people still react to them as though they do. Readers assign meaning to everything that people write and tend to perceive it as concrete because it is in black and white (or whatever color you may choose). This response, coupled with a lack of nonverbal cues, poses a serious challenge for email writers. It is easy for emails to be misinterpreted because people write as though they are having a conversation; however, the receiver does not read that way.

    Ask the audience: How many times have you received an email and felt a little put off by the message even though i