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Business Email Etiquette

Dec 05, 2014

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Business

How to Write Professional Business Email.
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Page 1: Business Email Etiquette
Page 2: Business Email Etiquette

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

Page 3: Business Email Etiquette

Why Email?

What is an Email?

Page 4: Business Email Etiquette

Communication

Face to Face On the Phone

Written

Page 5: Business Email Etiquette

Face to Face

Page 6: Business Email Etiquette

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.

Page 7: Business Email Etiquette

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

Page 8: Business Email Etiquette

Why E-Mail Etiquette Important?

Page 9: Business Email Etiquette

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.

Page 10: Business Email Etiquette

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!!

Page 11: Business Email Etiquette

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

Page 12: Business Email Etiquette

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

Page 13: Business Email Etiquette

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!

Page 14: Business Email Etiquette

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

Page 15: Business Email Etiquette

Useless Subject Line

• What to do?

• ????

• Re:- FYI

• Two things

• Great News

• Urgent

• Status

• Quick Question

• Help

Page 16: Business Email Etiquette

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

Page 17: Business Email Etiquette

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

Page 18: Business Email Etiquette

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

Page 19: Business Email Etiquette

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)

Page 20: Business Email Etiquette
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Page 22: Business Email Etiquette

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

Page 23: Business Email Etiquette

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.

Page 24: Business Email Etiquette

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

Page 25: Business Email Etiquette

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

Page 26: Business Email Etiquette

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

Page 27: Business Email Etiquette

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'

Page 28: Business Email Etiquette

Thank You