A very critical etiquette

2. Email Components
Address Essentials Attachments
Mail Response
To
Cc
Bcc
Subject Line
Salutation
Mail Content
Closing
Reply
Forward

3. To
• Always Higher
to lower
ranks, Ladies
first in the
rank.
• Address only
the people
who are
concerned.
Cc
• Always mark
higher to
lower.
• If they don’t
have to do
anything
about it their
name should
not be
included.
Bcc
• To be used
only when you
don’t want
people to
know , each
other’s mail
id.
• Over utilizing
reduces your
credibility, if
bcc-ed

4. Email Essentials
Subject Line
 Write Subject lines which can
be read without opening the
mails.
 It should accurately reflect
the content of your mail.
 It should reflect single action/
summary of the message.
 Use “ High Priority” instead of
“important”.
 Use “Urgently” sparingly in the
subject line.
 Use NO CAPITALS it
expresses anger.
Salutation
Formal:
 Dear Mr./ Ms following by last
name. Use Ms if you are not
sure the lady is Miss or Mrs.
 Dear First Name & Las Name (if
you are not sure of the gender)
 Semi formal/ Informal:
• Dear First Name
• Hi First Name
• Hello First Name
• Thanks / Sure First Name

5. Mail Content
 Avoid communicating
matters of urgency or
high confidentiality.
 Know your audience and
write your mail
accordingly.
 Write mails high on
evidence and low on
emotions.
 Content should be clear
and concise.
 Before sending, proof
read for correctness of
content and grammar.
 Avoid abbreviations and
slangs.
 It’s always best to write
the mail before selecting
Bcc and Cc.
 Emotionally charged
mails should be re-read
after a gap before
sending.
 Use “please” and “Thank
you” liberally in your
mails.
 Mention if the mail has
attachments.
 Avoid using rich text or
HTML formats, they do
not open the same way
in all mail applications

6. CLOSING
Formal
Yours truly, Kind regards,
Warm regards, Best
regards, Sincerely.
Semi Formal / Informal
Thanks, Cheers, Best
Wishes, See you soon

7. Attachments
 Send attachments only if necessary.
 Remove unnecessary attachments while
replying/forwarding mails.
 Always zip large attachments, it
ensures server efficiency.
 Compress images in presentations
before sending.
 Never open attachments from people
you don’t know.
 Check if the receiver has the same
software to access the attachment.

8. Mail Response
REPLY
• Don’t start a fresh mail if you want to
continue the mail subject.
• Don’t change the subject line unless
necessary.
• Use “Reply All” only when absolutely
necessary.
• Don’t reply to an old mail and start
completely a new topic.
• Instead of replying with “Yes”, “Sure”
specify your response to the issue
FORWARD
• Don’t forward forwards without
checking authenticity.
• Chain mails – best sent from
personal id only if you have to.
Else click delete.
• Use salutations / FYI while
forwarding.
• Forwarding is an excellent
escalation tool, but do not over
use it.

9. Do’s & Don'ts
Use template for frequent
response.
Answer swiftly at least
reply back saying “will get
back soon”
Use meaningful subject
line.
Personalize your mail.
 Use bullet instead of
paragraphs.
Leave out message threads.
Request mail delivery always.
Be sarcastic/ insult someone in
the mail.
Discuss confidential maters.
Long sentences.
Forward offensive, derogatory
mails.

10. Powerful structure
 The structure of an email is critical to capture and retain the interest of
the reader. The following is the structure:
 ADDRESSEE-
1 Select the right people for the message.
2) Think about their profile and needs before composing the message.
 CATCH ATTENTION
1) The subject line should signify the issue.
2) Use the first 2 lines of mail to capture attention.
 DRIVE HOME THE POINT.
1) Keep the mail crisp
2) Use evidences to support the point.
3) Set clear accountability
 CLOSING
1) Convey optimism & Positivity.
2) Set clear accountability.