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2012. February.



Make Our E-Mails PROFESSIONAL

  Vikas Maheshwary   confidential   Vikas.maheshwary@niit.com
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/
"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.”
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
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
Email Netiquettes
Consider    NOT
  …using e-mail


     1
“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
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.
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
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. 
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.
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/
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/
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.
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…
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…
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…
• 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…
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…
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…
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…
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.
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.
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/
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.
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
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
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
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
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/
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/
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/
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.




 34
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.
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.
When You
  absolutely feel
   like flaming!!




Remember What goes around
always comes back around…
   and then You Flame
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
   38
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.
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.
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
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
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.
Now Let’s Share with Others!!
Designed by
Vikas
Maheshwary
E mail ett

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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
  • 7. Consider NOT …using e-mail 1
  • 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. 34
  • 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 38
  • 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.
  • 44. Now Let’s Share with Others!!