OBJECTIVES:
By the end of this session, you will be able to know:
• The importance of E-Mail Etiquette
• The anatomy of an E-MAIL
• How to draft certain types of emails
• Appropriate Formatting of emails
• Optimal utilization of Outlook
Why Email?
What is an Email?
Communication
Face to Face On the Phone
Written
Face to Face
Written
Verbal , 0%
Non Verbal , 100%
Tone of Voice , 0%
Tone of Voice
Verbal
Non Verbal
Communication should always be more polished and formal than real life Spoken communication.
Emails
• Emails should be short, concise and to the point, like phone calls• The tone of the email should be conversational• An email should not contain any financial or personal
information, that you don’t want to share with unknown parties• Email clients let you view email messages• Always reply within 24 hours and expect the same from the
other person
Why E-Mail Etiquette Important?
Importance of Email Etiquette
We all interact with the printed WORD as though it has a personality. That personality makes negative and positive impressions upon us.
Without Basic Etiquette your document can be easily MISINTERPRETED by your reader. So it is crucial that you follow the basic rules of etiquette to construct an appropriate tone.
Importance of Email Etiquette• There is no disputing the convenience and speed of emailing others
for reasons both professional and personal
• Coworkers, bosses, and others you are contacting for business purposes will not be as understanding or forgiving
• This is especially true of total strangers who receive your messages. All they will know about you (and the organization you work for) is what they see on their screens
FIRST IMPRESSIONS COUNT!!
Tone
The tone of an email is of utmost importanceAvoid starting an email with the words
- Why?- ??- You have to- Can’t- Just the Name (Mostafa,)- Any other strong word that you would not like
Expressing Yourself
Express your thoughts clearlyRead the email before sending to verify if you
intend to mean what is mentionedAlways write solution centric emailsHow to convey urgencyBe positive to the suggestions made to you
Appropriate Subject Line
This is where you tell yourself what you wish to say. If you have a problem at this time then your message is not very clear.
A good subject line can make all the difference. In fact it can carry the entire message. Be specific but brief!
Appropriate Subject Line
Create a subject line that is brief and yet to the point
Subject line must not be a complete sentence
Subject line should be within 25 - 35 characters
Subject should convey the essence of the mailUrgency of the message must be indicated in the
subject line
Useless Subject Line
• What to do?
• ????
• Re:- FYI
• Two things
• Great News
• Urgent
• Status
• Quick Question
• Help
TextFONT / COLOUR: Choose your Font carefully Use the UPPER CASE appropriately as
it might sound as though you are shouting on the recipient
The Font should not be too Big or too Small
Do not use too bright or jazzy colors Only use black and blue when sending
office mails Red / Bold font to be used only when
highlighting important points / words Don’t use Italics and special fonts as
some email programs don’t support them
Emoticons
• Emoticon are keyboard figures made to express smiles, frowns, etc.
• It’s a smiley inserted in an email
• Emoticon is used as an expression in an email
• Emoticons are used for entertainment and fun
Message Length
Choose your words carefully
Limit your message to one subject. Long sentence test the grammar and punctuation of the writer
Long sentences bury the ideaKeep to a 15 line message (about half a computer screen) if you can or Maximum 1 comp screenUse separate paragraphs to address new issuesParagraphs should be short
Message Length
Use “white space” in the form of new sentences b/w key lines and new Para‘s
When your message is long; use a separate word doc and send it as an attachment
Use Numbered lists for sending instructions or directions
Bullets are used to make the key points clear & visible (descending order of points)
Try to keep E-Mail brief
• Try to keep the E-mail Brief• Try to keep line length 80 characters or less• If your message if likely to be forwarded, keep it
to 60 characters or less• Write short sentence easy to write & understand • Some words are POWER words most are PASTE
words• When you know the recipient is in hurry, put your
message directly in the body of the message
Try to keep E-Mail brief
This is the response I received from one customer who recently shared his thoughts about his concerns for our return policy. I send it to you because I believe we need to develop and implement a more customer oriented approach to service
Total :- 42 words.
Try to keep E-Mail brief
• This is the response I received from one customer who recently shared his thoughts about his concerns for our return policy. I send it to you because I believe we need to develop and implement a more customer oriented approach to service
• Paste words:- 21. Power words:- 21
• We need to develop and implement a more customer oriented approach to service . As, customer said to our return policy
Inverted Pyramid
The inverted pyramid is a metaphor used by journalists and other writers to illustrate the placing of the most important information first
within a text. It is the most widely preferred
method in writing news stories
What does this stand for:ABBREVIATION FULL FORM
ASAP As soon as possible
EOD End of Day
FYI For your information
FYA For your action
FYG For your guidance
PFA Please find attached
PYR Per your request
WRT With regard to
THX Thank you
PLZ Please
BTW By the way
LOL Laugh out loud
EOB End of Business
Do Not Over-use High Priority Option
If you overuse the high priority option, it will lose its function when you really need it
Moreover, even if a mail has high priority, your message will come across as slightly aggressive if you flag it as 'high priority'
Thank You