E-Mail Etiquette PPT - BSMC

EMAIL
ETIQUETTE
Why waste a sentence expressing nothing ?
BY
PRANEET SURTI
BLUE STEEL MANAGEMENT CONSULTANTS

INTRODUCTION
The correct or acceptable way of using the Internet
N E T I Q U E T T E
E T I Q U E T T E
Rules which indicate the “correct” way to behave in a certain time & place.
E - M A I L

An e-mail has quickly become a communication standard and the Internet most popular application.
Both the number of e-mail users and the usage rates are continuing to grow exponentially.
MOST IMPORTANT PROFESSIONAL APPLICATION
IMPORTANCE
By using proper email language one & his company will convey a professional
image. This is not only important because improper spelling, grammar and
punctuation give a bad impression of your company, it is also important for
conveying the message properly.
We all interact with the printed word as though it has a personality and that personality makes
positive and negative impressions upon us.
IMPRESSION
Writings can easily be misinterpreted by your reader, so it is crucial that you follow the basic rules of
etiquette to construct an appropriate tone.
CONSTRUCTING AN IMAGE FOR ALIGNMENT

E-MAIL ETIQUETTE
PERSONAL
LIFE
CORPORATE
LIFE
PROFESSIONAL
LIFE
SOCIAL
LIFE
B E N E F I T S

I GENERAL FORMAT & DRAFTING
II STRUCTURE & LAYOUT
III PROOFREADING
IV REPLYING & FORWARDING
V FLAME PROOFING
VI GLOSSARY & ABBREVIATIONS
CONTENTS

GENERAL FORMAT & DRAFTING
Basics for composing an sound & effective E-mail
I

1
Plan
4
Act
2
Compose
Before you start drafting the
mail
PLAN
Sending the mail &
Responding it Professionally
ACT
Drafting a mail in a
Professional Fashion
COMPOSE [DO]
Evaluate for Error/
Mistakes if any in the
drafted one
CHECK
THE BASICS: GENERAL FORMAT & DRAFTING
At a Glance
3
Check

Before you type anything into a new message, have explicit answers for two questions:
• Why am I writing this?
• What exactly do I want the result of this message to be?
01 BEFORE YOUR START
Enter the email ID of the person to whom mail is for & seek that the name is reflected upon writing the
email. It provides an assurance that the mail ID entered is correct. Pointing Cursor on the Mail-ID also
show additional information its can be his profile statement or his display picture
03 THE “TO” FIELD
Your name needs to be displayed properly. Tony H. Stark. Not tony h stark, or tony h, t. stark or no
name at all and only your email address. Proper capitalization is very important here. When your name
is in all lower case you open the door to being perceived a spammer or worse yet – Lacking education
02 THE “FROM” FIELD

Use this field to include someone else on the message or conversation, but not necessarily indicate
that this message is being sent specifically “to” them.
• Include addresses in the Cc: field for those who you are just informing. Carbon copied recipients are
visible to all other recipients
• Only use CC: When it is important for those you CC to know about the contents of the email.
• Don’t overuse the CC: feature. This can clutter the Inbox of those you’ve contacted
04 THE “CC” FIELD [CARBON COPY]
Use this when sending to a long list of recipients or to recipients that should not know each other
However, BCC cannot be seen by anyone in the To: or CC: field.
• BCC might be used to protect someone’s email from being exposed to others without their
permission.
• BCC might be just a way of letting someone see a message without actually including them on all the
threads to follow.
• Make sure when using BCC: that your intentions are proper.
• To others it may be as a way of talking behind someone’s back is inconsiderate.
05 THE BCC FILED [BLIND CARBON COPY]

Use a meaningful subject. A short, sweet and well thought out. Make sure that the Subject Line reflect
the content of your email.
• Subject is crucial and in some cases can help to ensure your email gets opened.
• Keeping your Subject to 5-7 words that accurately identify the topic and context of your email is
imperative.
• Use logical keywords so the recipient can easily search for your email.
• Feel free to modify the Subject field in ongoing conversations to reflect when the direction or topic
of the conversation has changed.
• Do not include a greeting, such as “hello” or “greetings.”
• Never use your name in the Subject Line.
06 THE SUBJECT LINE
Without a greeting, at the beginning of your email you risk being viewed as bossy or terse. Take the
time to include a Hello, or Hi and the recipient’s name.
07 THE GREETING & SALUTATION

THE BASICS
How you type your contact’s name (Tony, Mr. Stark, etc.) is indicative of the level of formality your
email will portray.
07 THE GREETING & SALUTATION [Continued]
The Standard Salutation
• The standard salutation is "Dear Mr. (person's last name)."
• Using the standard salutation shows respect and professionalism.
• Use the person's last name if you have it or if the relationship is new. This shows respect.
• For example, "Dear Mr. Stark," is preferred over "Dear Tony."
• If unsure about person's title (Mr., Mrs. or Miss) or last name, it is acceptable to use the first name.
A Friendlier Salutation
• Sometimes emails are written using less formal standards simply because the sender wants to be
friendlier.
For example, "Hi," is friendlier than "Dear." This might be used even in cold communication, where the
sender doesn't have a recipient's name. It is also used with a first name, as in "Hi Jennifer."
• Business owners see "Greetings:" used in correspondence. It is an acceptable salutation but
suggests a cordial business relationship rather than a formal relationship. This comes across as
trying to be friendly and different but is still considered formal

THE BASICS
How you type your contact’s name (John, Mr. Doe, etc.) is indicative of the level of formality your email
will portray.
07 THE GREETING & SALUTATION [Continued]
Salutations to Avoid
• Think about the person reading the email before you write the salutation.
• When you're unsure of how to start a business email, err on the side of traditional salutations.
Starting the email with, "Hey," is frequently seen among younger staff, who take a casual approach
to everything.
• However, this is too casual for most business situations because of the potential disrespect felt by
some recipients.
• Another salutation to avoid is, "To whom it may concern," unless you have absolutely no idea of the
recipient's identity. This salutation suggests a blind email that does not have any relationship with
the recipient. Most recipients immediately do see this as a blind email, and they may discard it
before reading it.
• It's better to keep things short if you don't have a lot of information. "Hi," is better than "Dear
Friend," even if you don't have a name following "Hi."

THE BASICS
08 THE BODY
• State the purpose of the email within the first two sentences.
• Be clear, and be upfront. Be concise and to the point.
• Remember that reading an e-mail is harder than reading printed communications and a long e-mail
can be very discouraging to read.
• Complete, correctly structured and capitalized sentences that reflect proper grammar and
punctuation are crucial to your message.
• Typing in all lower case or all caps does not lend to easy communications and gives the impression
you are either lazy or illiterate.
• Easy Language to understand & Drafted in Active Voice.
• Do not make an e-mail longer than it needs to be. Still, When your message is long:
• Warn the readers that the message is long.
• Create a summary or overview of the message.
• Create headings for each major section (as appropriate).
Follow the standard structure & layout for the mails [Up Next]

THE BASICS
09 THE ATTACHMENT
• Do not attach unnecessary files.
• By sending large attachments you can annoy the recipient and even bring down their e-mail system.
• Have a good virus scanner so as to prevent the recipient from sending documents full of viruses.
• Tell your recipient what the name of the file is, what program it is saved in, and the version of the
program. Ex. The attached file is in MSWord (.doc or .docx) under the name “LabFile.docx”. If you use
an open-source word processor send files as RTF or PDF.
• Refrain from sending large attachments (something over 500 KB) When sending large attachments,
always “zip” or compress them before sending.
• Check your email before sending, to see if you wanted to send an attachment but forgot to include it.
By not having a proper closing you increase the possibility that your email will be perceived as
demanding or curt. Whether it be “Thank you for your time!”, “Sincerely”, “Look forward to hearing
from you!” or “Warm regards,” use what is consistent with the tone and objective of your message.
Without exception close by including your name to put that final considerate touch to your emails.
10 THE CLOSING

THE BASICS
10 THE CLOSING [Continued]
Email Closings for Formal Business
• Regards: Yes, it’s a bit stodgy, but it works in professional emails precisely because there’s nothing
unexpected or remarkable about it.
• Sincerely: Are you writing a cover letter? Sincerely conveys the right tone for formal correspondence.
Keep in mind that it’s likely to come off as stuffy in more casual business emails.
• Best Wishes: A good blend of friendliness and formality makes this sign-off a safe bet, but be aware of
its greeting-card vibe and use it only when it fits well with the tone of your email.
Email Closings for Friendly Business
• Cheers: A recent study by the email app Boomerang rated cheers as the most likely sign-off (that isn’t a
thank-you) to get an email response. It works well if your email is friendly and conversational but, unless
you’re actually British or Australian, it may come off as affected in more formal settings. Cheers, mate!
• Best: Best conveys best wishes in a cheerful, pithy way. If you get a lot of email, you know that nearly
everyone uses this sign-off. That familiarity makes it seamless in the same way that regards is seamless in
more formal emails. The downside is that it can be safe and dull, especially if you want your message to
be dynamic and attention-getting.
• As ever: This is a fine choice for people you’ve built an ongoing working relationship with. It reassures
your contact that things are as good between you as they’ve ever been.

THE BASICS
10 THE CLOSING [Continued]
Email Closings for Gratitude and Requests
• Thanks in advance: According to the Boomerang study, emails that include thanks in advance have the
highest response rate. Maybe it’s because this sign-off expresses gratitude but also sets an expectation—
you’re saying that you’ll be grateful when (not if) the person you’re emailing comes through. In more
formal circumstances, thanking someone in advance may come across as too demanding, so take care
where you use it.
• Thanks: A simple thanks is also a solid choice when you want to express gratitude. But, just like thanks
in advance, it can convey a tone of expectancy. Save it for when you actually mean to imply
• I appreciate your [help, input, feedback, etc.]: There’s never really a wrong time to express
appreciation
Email Sign-offs to Avoid
• Love, Thx or Rgrds:
• Take care
• Looking forward to hearing from you
• Yours truly
• [Nothing at all]
• [Name] or -[Initial]
• Have a blessed day

THE BASICS
10 SIGNATURE
An email signature has two jobs:
• To attract the reader’s attention
• To convey information about you to the reader
Example:
Best Regards,
Name Surname
Designation - Function
Name of Organization
T: +91 987654321 l E: name.sunames@organizationdomain.com
LinkedIN: https://www.linkedin.com/username
----------------------------------------------------------------------------------------------------------------------
Plot No. ABC Complete Address, City, District, State - Code- 392001 www.organizationdomain.com
This email and any attachments to it may be confidential and are solely for the individual to whom it is addressed. Any views or opinions expressed are solely
those of the author and do not necessarily represent those of [business name]. If you are not the intended recipient of this mail, you must neither take any
action based upon its contents nor copy or show it to anyone. Please contact the sender if you believe you have received this email in error.
Here are some elements of a good email signature:
• Name, title, and company.
• Contact information.
• Social links
• Logo (optional)
• Photo (optional)
• Responsive design.
• Add disclaimers
• Legal requirements
ORGANIZATION LOGO

E-MAIL STRUCTURE & LAYOUT
Basics for composing an E-Mail with finest structure & layout
II

1 2 3 4 5 6
Font & Color Character
Spacing
Sentence
Case
Lists &
Bullets
Language Grammarly
Application

• Do not write in Decorative Fonts with Bright Color, Always use matte colors [with]
• Fonts should be uniform throughout the Mail, Change in fonts give a tacky impression
• Keep your fonts, colors, and sizes classic. It is best to use a 10-, 11-, or 12-point type and an easy-to-
read font such as Arial, Calibri, or Times New Roman.
01 FONT SIZE & COLOR
• Do not write in CAPITALS.
• IF YOU WRITE IN CAPITALS IT SEEMS AS IF YOU ARE SHOUTING.
• This can be highly annoying and might trigger an unwanted response in the form of a flame mail.
Therefore, try not to send any email text in capitals.
03 SENTENCE CASE
• Try to keep your line length at 65 characters or less.
• Maintain a standard paragraph spacing between the body text
• If your message is likely to be forwarded, keep it to 60 characters or less.
02 CHARACTER SPACING

When 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.
04 LISTS & BULLETS
• Use proper spelling, grammar & punctuation.
• Language not only important because improper spelling, grammar, and punctuation give a bad
impression of your company, it is also important for conveying the message properly.
• E-mails with no full stops or commas are difficult to read, It can sometimes even change the
meaning of the text.
• Use the spell checking option
05 LANGUAGE
Another example,
I have a couple of questions:
• How can we improve customer satisfaction?
• Will the proposal empower employees?

Grammarly is an app that automatically detects potential grammar, spelling, punctuation,
word choice, and style mistakes in writing. Grammarly's algorithms flag potential issues in
the text and suggest context-specific corrections for grammar, spelling, wordiness, style,
punctuation, and plagiarism.
It is available via a browser extension for Chrome, Safari, Firefox, and Edge
06 USE GRAMMARLY APPLICATION

ADDITIONAL TIPS
10
11
14
15
12 16
Additional Tips for drafting & composing an E-mail in a very precise & sound manner
& Basic Do & Don'ts
Avoid Long
Sentences
Use Active instead
of Passive Voice
Do not use email to
discuss Confidential
Information
Don't reply to
Spam.
The curse of
surprises
Separate Facts
from Opinions
2
3
6
7
4 8
Answer Swiftly
Make it Personal
Don’t hesitate to
say “Thank You” or
“Appreciate your
help”.
Humor is Riskier
Email Jokes Backfire
Take care with
Abbreviations and
Emoticons
Do not copy a
message or
Attachment without
Permission
9 13Avoid E-mail Fraud
Keep your
Language Gender-
Neutral
1 5Reply to all mails Do not overuse the
High Priority Option

Write in a positive tone. Just as jokes get lost in translation, the tone is easy to misconstrue without the context
you'd get from vocal cues and facial expressions. Accordingly, it's easy to come off as more abrupt that you
might have intended --you meant "straightforward," they read "angry and curt."
For best results, avoid using unequivocally negative
words ("failure," "wrong," or "neglected"), and always
say "please" & "thank you."
BEST RESULTS
ADDITIONAL TIPS - TONE
To avoid misunderstandings read your message out loud before hitting send.
"If it sounds harsh to you, it will sound harsh to the reader.
AVOID MISUNDERSTANDINGS
“We often refuse to accept an idea merely because the tone of voice in which it has been expressed is unsympathetic to us.”
– Friedrich Nietzsche
I HAVE NO IDEA WHO IS HE :P
INAPPROPRIATE BETTER OPTION
What’s the Problem Is everything OK? Or Can I help you?
Please help me Would you mind helping me with this
I want to cancel my appointment Could I please cancel my appointment
I want to know how Could you please tell me how?
I need to reschedule Is it possible to cancel my scheduled appointment?
I have some problems here I am having some difficulty
I want to know why I was wondering
I want to make an appointment with you Do you have time to meet with me sometime this week?
Could you explain it more to me? I ‘m not sure I understood X. Could we meet to discuss it further?

PROOFREADING & BEING PATIENT
Verifying E-mail for more effective communication at the same
time avoiding misunderstandings and inappropriate comments
III

• Read the email before you send it.
• Seek for spelling and grammar mistakes in the email.
• Read your email through the eyes of the recipient will help
you send a more effective message and avoid
misunderstandings and inappropriate comments.
PROOFREADING
BEFORE YOU HIT “SEND”
• Did you spell the recipient’s name correctly?
• Did you hit “Reply All” when you should have hit “Reply”?
• Does your email look like a text message?
• Did you use the spell-check function?
• Do you also have an appropriate greeting and closing?
• If responding to a message, have you answered the questions
that were asked? Failing to answer questions in a response, or asking questions that
were answered in previous email, shows that you have not taken the time to thoroughly read the
email.
• Were you angry or upset when you wrote the email? If so, wait 24
hours (sleep on it) before hitting “send.
• Do my mail have some Negative comments about
management ?
• Do my mail have some Humor or other ambiguities ?
• Is the Intended attachment attached ?
AFTER YOU HIT “SEND”
Be patient!
• Remember, emails are not for time-sensitive issues.
• A phone call is better for an immediate response
• If you have sent an email after 5 pm or on the
weekend, you shouldn’t expect a response until the
recipient returns to work.
• Follow-up: If you have asked for assistance, a follow-up email may be
necessary. Wait a few days before following up. They may just be working
through a busy inbox!

REPLYING & FORWARDING
Basic Fundamentals for Reply to an Email & Forwarding the Same
IV

When you click reply, you respond directly to the person who emailed you last. If you respond directly to the initial message,
your reply will go to the original sender of the email. But if you respond to someone else’s email in the thread that follows,
you will end up replying just to that person.
• When you select Reply-All, you email back everyone who is either in the “To” or “CC” fields.
• The benefit of Reply-All is letting those in the thread know that a certain issue has been addressed.
• Refrain from using the Reply-All feature to give your opinion to those who may not be interested. You
need to carefully think about whether “all” really need to know of your reply to conduct their work.
• In most cases replying to the sender alone is the best course of action
USING THE REPLY-ALL OPTION
• Be Responsive, NOT Reactive
• If you must send an email response ASAP, have someone re-read it to make sure your response is
appropriate and “safe”
• Do not use an old email to hit reply and start typing about an entirely new topic.
• It is acceptable to edit down your replies. Removing parts of the previous email that no longer apply
to your response including email headers and signature files removes the clutter
REPLYING

If you are going to be unavailable for an extended period of time, an automated Out-of-Office reply can let people know
that you will not be able to respond to their message until the date you will be in the office again
• Specify how long you will be unavailable.
• Include another person to contact for more urgent matters.
• Let your colleague know in advance that they are in your Out-of-Office message.
• Include “Out-Of-Office” in your subject line so people can easily identify the automated response.
• Do not include more detail than needed.
• If you are taking extended leave, it may be helpful to give people a way of getting your attention to urgent situations.
USING THE AUTO REPLIES FUNCTION
• When forwarding an email you should include a personal comment to the person you are forwarding to.
• When forwarding a long email thread, common courtesy is to summarize what’s being discussed below so the
recipient knows exactly what you want from them. It is considered the bad practice to forward a multiple-chain
thread with a note that just says, “see below.”
• Do not forward anything without editing out all the forwarding signs, other email addresses, headers and
commentary from all the other forwarders, unless it is a piece of important information for the recipient.
• Some emails are not intended to be forwarded. If contact is sending you private or sensitive information, use high
caution before forwarding it along. If someone asks you to refrain from forwarding email they have that right.
FORWARDING

FLAMEPROOFING
Understanding Flaming with measures to handle, control & avoid
flaming so as to resist a great deal of conflict that spirals out of
control.
V

• Flaming 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 affect observers in a very negative way.
• What you say cannot be taken back; it is in black and white.
UNDERSTANDING FLAMING
FLAME PROOFING
• Before you send an email 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
proofreading.
KEEPING FLAME UNDER CONTROL
• Empathize with the sender’s 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
• If you are aware that the situation is in the process of being resolved to let the reader know at the
top of the response
• Apologize if necessary
RESPONDING TO A FLAME

GLOSSARY & ABBREVIATIONS
With respect to Emails & Internet
VI

1. NRN - No Reply Necessary Indicates that no reply is necessary, which reduces email clutter from replies such as “okay
sounds good!”
2. LET - Leaving Early Today Informs coworkers (usually in a group email) you’re leaving early, so they don’t miss you later if
they need anything.
3. EOM - End of Message Keeps all content in the subject line, which saves the recipient time since they don’t have to open
the email.
4. PRB - Please Reply by Kindly asks the recipient to reply by a certain date and time. Avoids late responses for time-
sensitive requests.
5. HTH - Hope That Helps Used when responding to someone. Typically, when someone thanks you for your help.
6. WFH - Working from Home Notifies coworkers you’re working remotely that day.
7. TLTR - Too Long to Read When someone sends a massive email, but you have little time, TLTR asks the sender to briefly
summarize what they need.
8. TL; DR - Too Long; Didn't Read When sending a massive email, it’s a courtesy to summarize what you need in one
sentence, labeling it TL; DR.
9. Y/N - Yes or No? Saves recipient time by asking for only a yes/no answer; as it’s not necessary to respond beyond that.
10. OOO - Out of Office Standard acronym for when you’re out of the office.
11. EOD - End of Day Means you’ll be sending something (or you’re asking for something) before the day ends.
12. EOW - End of Week Means you’ll be sending something (or you’re asking for something) before the weekends.
13. SFW - Safe for Work Used when sending a file or article that sounds bad, but it isn’t. Tells recipient it’s okay to open it.
14. LMK - Let Me Know Informal way to end an email, asking the recipient to let you know their opinion.
15. IMO - In My Opinion When submitting feedback, a humble way to give feedback without sounding like an opinionated
know-it-all.

16. BTW - By The Way Typically sent after you forget to mention something in a previous email.
17. IDK - I Don't Know Informal abbreviation typically used in body copy.
18. FWIW - For What It's Worth A humble way to give feedback on something and not sound like a know-it-all.
19. FYI - For Your Information Used when adding a side note to your email.
20. TYT - Take Your Time Used when you need feedback on something, but it’s not urgent.
21.ASAP-As as soon as possible. To get a revert on urgent basis
22. COB-Close of business. (5:00 PM) To indicate the mailbox won't be considered active after the time
23. RSVP- “répondez, s’ilvousplaÎt” This stands for the French phrase, “répondez, s’ilvousplaÎt,” which means “please reply.”
This signifies a commitment.

Examples
1. “Might I take a minute of your time?”
2. “I would like to follow up…”
3. “Attention! Super important meeting!”
4. “I’m attaching the file...”
5. “ Let me introduce myself…”
6. “I wish to complain...”
7. “I understand your frustration...”
8. “You are great, but unfortunately...”
9. “Have a great day!”
10. “Let me get strictly to the point”
11. “Warmly, Jennifer”
12. “I hope you are doing great...”
13. “Thanks a lot for writing back”
14. “Would you be so kind…”
15. “I apologize for the delayed reply”
16. “Dear Mrs. Smith”
ONE LINER REPLIES

Thankyou !
About the Trainer
PRANEET SURTI
Management Consultant
[Lead Auditor ISO 9001:2015, B.E Mechanical Engineering]
BLUE STEEL MANAGEMENT CONSULTANTS
Cell : +918347008127; +91 8109773774
Email: praneetsurti20@gmail.com
LinkedIn: http://in.linkedin.com/in/praneetsurti
Twitter: twitter.com/praneet20
Skype: praneetsurti

E-Mail Etiquette PPT - BSMC

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E-Mail Etiquette PPT - BSMC