1.
Informal Communication: Email and
Telephone Etiquette
Lehigh University ESL Department
International English Language Center Seminar
Ms. Candice Quiñones, Spring 2012

2.
Overview
 Discussion Questions
 Email Etiquette
 Telephone Etiquette

3.
Netiquette: Emails

4.
Discussion Questions: Email
 What is “etiquette”?
 What is “netiquette”?
 How does email differ from face to face
communication? Discuss at least 3 differences between
these two forms of communication.
 Have you ever received a poorly written email? How did
you know? What was your impression of the author who
sent it to you?
 Why does it matter what we say in an email?

5.
Quiz: Are You Email Etiquette Savvy?
 Go to the following link and take the quiz:
 http://www.proprofs.com/quiz-school/story.php?title=are-
you-email-etiquette-savvy

6.
32 Email Etiquette Tips/Rules
 These are some of the most important ones.
 Go thru the list and discuss those that you were not
familiar with before.

7.
32 Most Important Email Tips: 1-8
1. Be concise and to the point.
2. Answer all questions and pre-empt further questions.
3. Use proper spelling, grammar, and punctuation.
4. Make it personal.
5. Use templates for frequently used responses.
6. Answer Swiftly.
7. Do not attach unnecessary files.
8. Use proper structure and layout.

8.
32 Most Important Email Tips: 9-16
9. Do not overuse the high priority option.
10. Do not write in CAPITALS.
11. Don’t leave out the message thread.
12. Add disclaimers to your emails.
13. Read the email before you send it.
14. Do not overuse “reply to all”.
15. Mailings-- use the bcc: field or do a mail merge.
16. Take care with abbreviations and emoticons.

9.
32 Most Important Email Tips: 17-24
17. Be careful with formatting.
18. Take care with rich text and HTML messages.
19. Do not forward chain letters.
20. Do not request delivery and read receipts.
21. Do not ask to recall a message.
22. Do not copy a message or attachment without permission.
23. Do not use email to discuss confidential information.
24. Use a meaningful subject.

10.
32 Most Important Email Tips: 25-32
25. Use active instead of passive voice.
26. Avoid using URGENT and IMPORTANT.
27. Avoid long sentences.
28. Don’t send or forward emails containing libelous,
defamatory, offensive, racist, or obscene remarks.
29. Don’t forward virus hoaxes.
30. Keep your language gender neutral.
31. Don’t reply to spam.
32. Use the cc: field sparingly.

11.
Model Emails
 Analyze the following emails for good and bad qualities.

12.
Sample 1 (Student-Teacher)
Subject Line: I UPLOADED THE HOMEWORK TODAY TUESDAY
Message:
DEAR CANDIS,
I REQUESTED TO DO THE HOMEWORK ON THURSDAY,
BUT I FINISHED IT TODAY,TUESDAY,
THANK YOU FOR GIVING ME THE CHANCE.
MY REGARDS
M*****

13.
Sample 2 (Student-Teacher)
Subject Line: Hi!
Message:
Dear Professor Quinones,
Hi!
Yesterday, I sent my draft to you, and this is my new
annotation.
Can you check this and give me some comments?
Thank you!
Sincerely,
J***** S*******

14.
Sample 3 (Teacher-Student)
Subject Line: HEY!!!!!!!!!!!!
Message:
Yo yo yo students – WHAT’S HAPPENING!?!?
Can u believe the semester’s over? Me either. I’m gonna take
time off to sleep and go party with my friends. It’s going to be
AWESOME!   
Here’s my phone number if you wanna hang out some time –
(717) 555-2020 so call me anytime of the day or nite cuz I’d love
to see you outside of class and get to know you better. ;)
Peace Out!

15.
Sample 4 (Teacher-Student)
Subject Line: Reminders for Tomorrow’s Class
Message:
Dear Students,
Since we didn't get to finish all the presentations, we will
begin with the last group. (Presenters, please be a little early
to set up). We need to begin on time.
See you tomorrow,
Ms. Quinones

16.
Sample 5 (Friend-Friend)
Subject Line: Can you give me a ride?
Message:
Dear Joe,
I hope you are well. My car broke down yesterday and is still in
the shop, but I need to work tomorrow and don’t have a way
to get there.
Since you work right down the street from my office, I was
wondering if you would be able to give me a ride to work
tomorrow morning. I would really appreciate it.
Thanks,
Charlie

17.
Sample 6 (Friend-Friend)
Subject Line: Re: Can you give me a ride?
Message:
Charlie,
Sure, no problem. What time should I pick you up?
Joe

18.
Videos about Netiquette
 Proper Email Etiquette with Corporate Comedian Greg
Schwem
 http://www.youtube.com/watch?v=0-
Mmp_hGVRY&feature=related
 How to Follow Proper Netiquette Rules
 http://www.youtube.com/watch?v=6dRoclqDJh0
 Email Protocol for Contacting Your Professor
 http://www.youtube.com/watch?v=pTct6uITSAM
 Emailing Your Professor
 http://www.youtube.com/watch?v=Uxaa8U4crAk

19.
Create Your Own
 Practice writing your own emails for the following
situations.
 Email a professor about missing class.
 Email a professor to make an appointment.
 Email a classmate to ask about what you missed.
 Email a friend to schedule a lunch next week.
 Email someone to thank them for a favor they did you.
 Remember to consider the audience and the purpose of
your email.

20.
Telephone Etiquette

21.
Discussion Questions: Telephone
 Do you know how to talk on the phone?
 Are there any areas about telephone communication
that concern you (that you worry about)? If so, discuss
this with your partner or group and list 3 here.
 Do you think you possess courteous telephone
communication skills? Share your strongest skill with your
group.
 Do you know what time is proper or improper to
telephone someone?

22.
Aspects of Telephone Etiquette
 Cell Phone Etiquette
 Making a Call
 Answering a Call
 Leaving a Message

23.
Cell Phone Etiquette: Top 10
Rules
1. Your cell phone doesn’t have to go with you everywhere
you go.
 Movie theaters, restaurants, and plays are examples of
places where they are not usually welcome.
2. Don’t let your cell phone control you. Just because it rings
doesn’t mean you have to answer it.
 I.E. Driving and talking on a cell phone is dangerous.
3. Be alert while using a cell phone.
 Watch where you are going.
4. Use your quiet, inside voice. Do not yell into your cell phone.
 Respect the environment around you.
5. Know your ringtone so you don’t have to check it every time
you hear a phone ring. (Program a unique, but tasteful one).

24.
essortment.com
Cell Phone Etiquette: Top 10
Rules
6. Save certain discussions for later, i.e. arguments.
 Be aware of who is around you and don’t discuss sensitive,
personal, or graphic conversations in public.
7. Excuse yourself before starting a cell phone conversation
and politely turn away from others to complete your call.
8. Keep your conversations short.
 Especially if you are entertaining friends or clients in person, let
them know that you value their time.
9. Let the phone ring if you are busy with something
important.
10. Listen to the flight attendant.
 Obey signs and directives that prohibit cell phone use. They are
there for a reason!

25.
Videos about Cell Phone Etiquette
 Business Dress & Etiquette: Cell Phone Calls During
Business
 http://www.youtube.com/watch?v=mq2-G75dtgg
 Cell Phone Etiquette
 http://www.youtube.com/watch?v=CKK8CVKMrgY

26.
Cell Phone Etiquette
 Are you addicted to your cellphone?
 Take this quiz and find out.
 http://7thmind.com/q.aspx?t=65

27.
Making a Call
 Time of day
 Self-identification
 Getting Through
 Purpose for the Call
 Clarity of speech
 Tone of voice

28.
Making a Call
 Time of Day
 Calling too early or late can be considered rude.
 What is too early or too late?
 Guideline: don’t call at a time where the person may
likely be asleep(before 7:00 am or after 9:00-10:00pm).
 Avoid calling around the usual times people would be
eating.
 This is considered common courtesy.
 Also, avoid calling a business around closing time.

29.
Making a Call
 Self Identification
 It is considered good manners to identify yourself after the
person on the other end picks up the phone.
 Example phrases:
 “This is _______”
 “_________ here…”
 “(Hey) It’s ______”
 “My name is _______...”
 “I’m calling from _______”

30.
Making a Call
 Getting Through to the Right Person
 Ask to speak with the person you intended to call
 (If you know that it is a shared number or office phone
number)
 Sample Phrases:
 “May I please speak with _________”
 “Could you please put me through to _____”
 “ Could I be connected with _______”
 “Is ______ available?”
 “Is ______ home/there”
 “Can I talk to ______”
 “Put ______ on the phone”

31.
Making a Call
 Purpose for the Call
 Once you have identified yourself and are speaking to your
target audience, it is time to state your reason for calling.
 Be direct and to the point.
 One or two sentences maximum.
 After you’ve stated the purpose of your call, be sure to ask if
it is a convenient time.
 Let the person know how much time you will need for the
call.
 Be honest.

32.
Making a Call
 Clarity of Speech
 Be sure to speak clearly and enunciate your words.
 It can be hard to understand a caller if they are not trying to
speak clearly.
 This creates the need for repetition and can sometimes
be frustrating for both the listener and the caller.
 It may also be necessary to adjust your normal rate of
speech while on the phone.

33.
Making a Call
 Tone of Voice
 Remember: The person you are speaking to cannot see you
so your voice reflects your courtesy.
 If you smile while speaking on the phone, it will be reflected
in your tone.
 Short words or responses can sound rude on the phone if
they aren’t carefully inflected.

34.
Answering a Call
 Letting it ring
 Greeting
 Self-identification
 Putting People on Hold
 Taking a Message

35.
Answering a Call
 Letting it Ring
 Let the phone ring a reasonable length of time.
 Don’t wait too long or you will miss the call
 Don’t pick up on the first ring
 It can startle the caller, they may not be ready for you
 If you rush, you may sound out of breath or impatient

36.
Answering a Call
 Greeting
 The standard greeting for answering the phone is “hello”.
 “Yes” is considered to short and sounds rude.
 In an office or at a business it is typical to answer the phone
by identifying the company and then the speaker
 i.e. “ESL Department, Clara speaking. (How may I help
you?)”

37.
Answering a Call
 Self Identification
 Once the standard greeting has been given, it is standard
for the speaker to identify themselves
 *unless it is their personal phone line, in which case they
assume the caller knows who they are calling.
 Examples:
 “Hello, this is John. With whom am I speaking?”
 “HR department, Ray speaking. How can I help you?”

38.
Answering a Call
 Putting People on Hold
 If you have an incoming call, you may choose to ignore it or
put the person you are speaking with on hold.
 If you must put someone on hold, explain to them why.
 Be sure to do this diplomatically and politely.
 People are more likely to be patient if you explain the
reason for their inconvenience.

39.
Answering a Call
 Taking a Message
 If the person that the caller seeks is not in, ask if you can take
a message.
 i.e. “May I take a message?”
 Ask for their name, purpose of their call, the desired
response (would they like to be called back) and their
phone number.
 Repeat the information back the the caller to make sure
it is correct.

40.
Leaving a Message
 With a Person
 On Voicemail

41.
Leaving a Message
 With a Person
 Ask to leave a message for the person you are calling
 Leave your name, the reason for your call, and let them
know the desired response to your call.
 Ask to be called back, or specify if you will call back.
 Leave your phone number if you are not sure if they have it.

42.
Leaving a Message
 On Voicemail
 Wait for the beep.
 Be brief and to the point.
 Identify yourself
 Tell them why you called.
 Leave a call back number.

43.
Videos about Phone Etiquette
 Professional Phone Etiquette: Phone Etiquette for Making
a Call
 http://www.youtube.com/watch?v=JvbxFGnEoq8
 Professional Phone Etiquette: Recording a Voicemail
Greeting
 http://www.youtube.com/watch?v=zCRyfpURiKQ
 Professional Phone Etiquette: What NOT to Do When
Leaving a Phone Message
 http://www.youtube.com/watch?v=YQWpB90BPX8
 Professional Phone Etiquette: Taking Good Phone
Messages
 http://www.youtube.com/watch?v=00m1mQFF5zo

44.
Practice
 Practice making a call, answering a call and leaving a
message for the following situations:
 Telling your boss you need to reschedule a meeting.
 Telling your husband or wife you will be late coming home.
 Asking a professor if they are available to meet with you
tomorrow.
 Asking your friend if they want to have dinner with you
tomorrow.