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E mail ett
1. 2012. February.
Make Our E-Mails PROFESSIONAL
Vikas Maheshwary confidential Vikas.maheshwary@niit.com
2. VIKAS MAHESHWARY
Head – Talent Development Centre at YEBHI.com
Previously worked with NIIT Ltd as Head –Training
Vikas.maheshwary@gmail.com
http://vikasmaheshwary.blogspot.com/
http://vikasmaheshwary.spaces.live.com/
3. "The rules of email etiquette are not "rules" in
the sense that I will come after you if you
don't follow them.
They are guidelines that help avoid mistakes
(like offending someone when you don't mean to)
and misunderstandings (like being offended
when you're not meant to).
These core rules of email etiquette help us
communicate better via email.”
4. 1. It tells others about your personality.
2. It tells others about your competency.
3. Gets things done
So, Why do we need e-mail etiquettes
5. Employees spend an
average of 2.5 hours per day
sending and receiving e-mails
71% of managers use
e-mail as their primary form
of communication
http://www.inclusion.in/index.php?option=com_content&view=article&id=61
8. “Firstly, consider if email is the
correct form of
communication to use. We
all like the ease and speed of
email but it’s not always the
best way to communicate a
message. Would a phone
call or a quick chat in person
be more suitable?
”
Image: http://www.flickr.com/photos/bip/ Source: http://www.emarketer.com/7strategies.aspx
9. It’s not Just about e-Mail
Yes, thumb-rules applies to our professional e-mail.
However you must also be professional through:
Text messaging
Instant Messaging
Personal cell phone
Portal forums, blogs, discussion rooms
Work Voice-mail.
10. The first step in writing e-mail message is to identify the purpose of the message and
determining what the recipient reading the message has to do.
Inform
Incite Focus on
Inquire
Objective
Instruct Influence
Before You
Focus your content. Don't let unnecessary ideas
intrude on your principal message. Compose
11. The To line and the Subject line are integrated.
Each individual on the To line is responsible for
TO taking the action (or part of an action) outlined
on the Subject line and the message relates
directly to them.
No action or response is expected of
individuals on the Cc line. The recipient needs
CC only to read or file the message. The
individuals whose work is indirectly affected by
the communication should be included on the
Cc line.
Use Bcc field sparingly. In general, it's best not
to use the Bcc line to slyly escalate matters.
There is always a chance that the individual on
BCC the Bcc line could hit "Reply All" and
unintentionally reveal that the matter was
escalated.
12. Subject : Line
Subject line should effectively Get attention straight away with
summarize the message. If the a clear and accurate subject
subject-line is clearly written, heading. This is like the
each recipient on the To line will envelope of a letter and how
have a clear understanding of we’ll judge whether to read it or
the objective that the message throw it away
relates to.
13. Beware of using a diminutive ( Manu,
Salutations or Bobby) if you aren't certain your
correspondent uses it. It might rankle
Manmohan to be called Manu;
Balwinder might hate being called
Do not use "Sir" or "Mr." unless absolutely
certain that your correspondent is male.
Bobby.
It is safer to use "Ms." instead of "Miss" or If you are addressing a group of
"Mrs." people, you can say "Dear" plus the
unifying attribute. For example:
Dear Project Managers:
Or:
Dear Team Members:
http://www.flickr.com/photos/chavezonico/2595074421/sizes/l/
14. Salutations "Good Morning" and
"Good Afternoon" don't
Be careful about cultural differences. In United States,
make sense with email, as
you can usually get away with a first name, but the sun may have moved
Germans are quite formal; they can work side-by-side significantly by the time
for years and never get around to a first-name basis.
Starting a message to Germany with “Dear Hans”
your correspondent gets
might be a bad idea. around to it.
http://www.flickr.com/photos/chavezonico/2595074421/sizes/l/
15. Identification
When you send email to someone who doesn't know you,
immediately answer these questions:
Who are you?
How did you learn of your correspondent?
What do you want from your correspondent?
Why should your correspondent pay attention to you?
Dear Ms. Kulkarni:
I am an editor at Penguin Publishing Company, Inc. I sat next to your
brother at Inox last week, and he mentioned that you are interested in publishing
a book based Indian recipes. I would be very interested in receiving a proposal
from you.
If you can't answer the last question, consider whether you should
even send the email.
16. The most important step in e-mail • recipient has to perform a physical action. Ex:
"Provide a proposal for a 5% reduction in Travel &
message is to identify the type of Action Entertainment."
action that the recipient has to take
after reading your message.
• recipient needs only to respond to your message. Ex:
“Can you attend the staff meeting on Friday?"
If multiple individuals are responsible Respond
for different actions, clearly indicate
who is responsible for what. • recipient needs only to read your message. Ex:
“Please read the attached sales plan before next staff
Read Only meeting on Dec 12th."
Always include due dates for each
action.
• recipient needs only to file your message for future
reference. Even reading the message is optional. Ex:
FYI Only "Enclosed for your records are your completed.
Composing the content…
17. Remove Pronouns: Imagine getting a response on Monday to some
email that you can't quite remember sending on Friday.
“I talked to them about it the other day, and they want to see the
other one before they make up their minds”
Your response would probably be the highly articulate, "Huh???"
Composing the content…
18. Do not write in CAPITALS Do not overuse Reply to All
WRITING IN CAPITALS MAKES Only use Reply to All if you really
IT SEEM AS IF YOU ARE need your message to be seen by
SHOUTING. This can be each person who received the
highly annoying and might original message.
trigger an unwanted
response in the form of a
flame mail. Never send any
email with all text in capitals.
Composing the content…
19. • Answer all questions, and pre- Avoid short messages that don’t tell you what
empt further questions. they are referring to. This is called “Alzheimer
Syndrome” and is caused when you send me a
• Create templates for frequently
message telling me “ I have taken care of this.”
used responses and save them as when you don’t tell me what “this” is will only
drafts. cause me to send you an e-mail asking you to
• Avoid long sentences, and long remind me what you are referring to?
mails. Remember this may be your only e-mail of the
day, but it may be my 564th on as many
• Provide all supporting
different subjects.
information that will help the
recipient complete an action or
respond successfully.
Composing the content…
20. Write 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).
Composing the content…
21. In business emails, do not use abbreviations such as BTW (by the way)
and LOL (laugh out loud). The same goes for emoticons, such as :-).
Make your intent clear, if you are telling me something that is funny, let me know that,
because I can’t see your body language or hear the inflection in your voice as you type
your message.
It is important to add disclaimers to your internal and external mails.
This can help protect your company from liability.
Composing the content…
22. Abbreviation Meaning Smilies Meaning
BCNU Be seeing you :-) Smiley face
BTW By the way ;-) Wink
FWIW For what it’s worth :-| Indifference
FYI For your information :-> Devilish grin
IMHO In my humble opinion 8-) Eye-glasses
:-D Shock or surprise
OBO Or best offer
:-/ Perplexed
ROTFL Rolling on the floor laughing
:-( Frown
RTFM Read the funny manual
:-P Wry smile
TTFN Ta ta for now ;-} Leer
TTYL Talk to you later :-e Disappointment
LOL Laugh out loud :-@ Scream
:-O Yell
Composing the content…
23. Punctuation
Don’t get caught up in excessive punctuation.
It is not necessary to put multiple ????? or !!!!!!! in an email
If the information is important rely it importance in the text and
how you use your words not over use of punctuation.
24. Signatures
• Whenever a piece of contact
information changes, make
sure your signature updated
accordingly.
• Using artwork, philosophical
sayings, jokes, and/or
quotations in signature is ok,
but don't overdo it. A good
heuristic is to keep your
signature at or under five
lines long.
• Change your signature every
once in a while.
25. Attachments Compress large attachments and
send attachments only when they
are absolutely necessary.
For users on dial up never send an
email over 1MB
For broadband the attachment
should be under 5MB
Title the document that you are attaching in a way that is easy for the
recipient to find once the file is downloaded. “This file is in MSWord
2000 under the name “LabFile.”
In the content of the email tell the recipient what software the file sent
was created in. Don’t send unnecessary attachment
http://www.flickr.com/photos/andymangold/4393262126/sizes/o/
26. Before Sending…
Use proper spelling, grammar & punctuation.
http://www.flickr.com/photos/orangeacid/204163563/sizes/l/
Improper spelling, grammar and punctuation
give a bad impression, and can sometimes even
change the meaning of the text.
Read the email through the eyes of the recipient before
you send it.
27. Answer Swiftly.
Each e-mail should be replied to within at least 24 hours, and
preferably within the same working day.
If the email is complicated, send an email saying that you have
received it and that you will get back to them. This will put the
people’s mind at rest and usually they will then be very patient!
Replies
28. Respond only to messages that require one. When replying
make sure that you are adding value to the conversation, truly
moving it forward.
While replying to an e-mail message with an attachment, which
is to accompany your reply, you must forward the message
instead of using the "Reply" or "Reply All" button. Otherwise, the
attachment is not included with the message.
Replies
29. Check your e-mail frequently through the day.
Turn off the chime for new messages, in your e-mail inbox settings. It
may be disturbing to others nearby. It will distract your concentration &
focus.
Check your junk e-mail folder often.
Important e-mails may end up there accidentally.
Replies
30. Don't leave out the message thread.
Include the original mail in your reply. In other words, click 'Reply',
instead of 'New Mail'.
Instead of sending email that says:
Yes
Say:
> “Did you get all the design documents > that you needed?” yes
Replies
31. 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.
Writing a Complaint
http://www.flickr.com/photos/pictureperfectpose/76138988/sizes/l/
32. Briefly State The History
“The current way we select freshers
for our organization is not good
enough. As a result, we need to have
a new selection process that helps us
find the best candidates, with right
skills set.”
.
Show attempts made by you
thus far to resolve the issue
“I have suggested a good process for
employees selection that involves a
test of aptitudes, technical round,
and finally the HR round.”
Writing a Complaint
http://www.flickr.com/photos/pictureperfectpose/76138988/sizes/l/
33. Show why it is important for
your reader to get involved:
“This is a problem for two reasons.
First, I am concerned that the
competency center no longer trains
the employees in the desired skills
and the training modules are not
updated ones.”
.
Ask for help and offer a resolution
“Please let me know what other options I may have
overlooked. I am willing to meet with the AVP and the
development center head to seek out a solution that
is fair to the team members and is good for the
business of the organization. ”
Writing a Complaint
http://www.flickr.com/photos/pictureperfectpose/76138988/sizes/l/
34. Flaming is a virtual term for
Flaming venting or sending inflammatory
messages in email.
Avoid flaming because it tends to
create a great deal of conflict
that spirals out of control.
What you say cannot be taken
back; it is in black and white.
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35. Before you send an email
Flaming 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
35
proofreading.
36. Before you send an email
Flaming 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
36
proofreading.
37. When You
absolutely feel
like flaming!!
Remember What goes around
always comes back around…
and then You Flame
38. Responding to a flame
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
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
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39. Overuse of the high priority option will make it lose its function when
you really need it.
Don't send or forward emails containing libelous, defamatory, offensive,
racist or obscene remarks, even if they are meant to be a joke.
Do not use email to discuss confidential information.
In short, If you don't want your email to be displayed on a bulletin
board, don't send it.
40. Don't forward virus hoaxes and chain letters. By forwarding chain-
mails, you use valuable bandwidth. May a times, virus hoaxes contain
viruses themselves.
Don't reply to spam.
Replying to spam or unsubscribing confirms that your email address is
'live'. It will only generate even more spam. Just hit the delete button or
use email software to remove spam automatically.
41. Privacy
There is no such thing as With some e-mail systems,
private e-mail the e-mail administrators has
the ability to read any e-mail
42. Think twice, send once
E-mail being an important communication
tool, it is likely that the volume of
messages you send and receive will only
Pausing for thought before
increase in the future. responding will help ensure
a professional, focused, and
successful
communication and in
http://www.flickr.com/photos/gee01/871748702/sizes/l/
That's worth taking a little addition, reduce the amount
extra time for, don't you of e-mail you send and
think? receive.
An e-mail should contain no unnecessary
words, and no unnecessary attachments , for
the same reason that a drawing should have
no unnecessary lines and a machine no
unnecessary parts
43. Website forum, blog, on-line profile etiquette
1. Do not make any disparaging or offensive comments through our portal or any public
forum.
2. It is not appropriate to comment on current, past, or future business in any public setting;
refer all questions/inquiry to HR and/or our Communications departments.
3. Do not host any lewd or offensive language or imagery on your workplace or any other
public profiles.
4. Grammar, spelling, and proper language will always present you in the most professional
manner.