Email Etiquette_ OutworX

Outsourced Product Development and IT Services Company

EMAIL ETIQUETTE Presented by: Praveen Kr. Panjiar

Corporate IT Services and Outsourced Product Development Company Copyright © 2008

Why is email etiquette important?

We all interact with the printed word as though it has a personality and that personality makes positive and negative impressions upon us.

Without immediate feedback your document can easily be misinterpreted by your reader, so it is crucial that you follow the basic rules of etiquette to construct an appropriate tone.


The elements of email etiquette

General format Writing long messages Attachments

Flaming Delivering information Electronic Mailing Lists


General Format: The Basics

Write a salutation for each new subject email.

Try to keep the email brief. Return emails ASAP, within

the same time ,if possible. Personalize your mails to

create interest and establish credibility.

Use caps when appropriate. Use a font that has a

professional or neutral look. Check for punctuation,

spelling, and grammatical errors


General Format: Lists and Bullets

When you are writing directions or want to emphasize important points, number your directions or bullet your main points.

For example, Place the paper in drawer A. Click the green “start” button.Another example, Improve customer satisfaction. Empower employees.


General Format: Tone

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).

• Use smiles , winks ;), and other graphical symbols only when appropriate.

• Use contractions to add a friendly tone. (don’t, won’t, can’t).


General Format: Addresses

Avoid sending emails to more than four addresses at once.

Instead, create a mailing list so that readers do not have to scroll too much before getting to the actual message.To: [email protected]


Attachments

When you are sending an attachment tell your respondent what the name of the file is, what program it is saved in, and the version of the program.

“This file is in MSWord 2000 under the name “LabFile.”


General Tips for E-Mailing Lists

Avoid discussing private concerns and issues.It is okay to address someone directly on the

list. Ex, “Hi Daniel, regarding your question”Change the subject heading to match the

content of your message.When conflict arises on the list speak in

person with the one with whom you are in conflict.


Writing a complaint

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

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

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.”


Writing a complaint

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. ”


Flaming in emails

Flaming is a virtual term for 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.


Keep flaming under control

Before you send an email 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 proofreading.


When you need to flame

There are times when you may need to blow off some steam.

Remember your audience and your situation before sending the email.


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


Questions?

Email Etiquette_ OutworX

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