Email Etiquette - PPT - PGDM

8/9/2019 Email Etiquette - PPT - PGDM

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Quality Communications

Email is not the rightcommunication tool when quickresponse is needed

Use email to convey non-sensitiveor non-emotional information


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Quality Communications

If an email discussion doesnt endin 1-2 replies and get the results

that are necessary STOP Ask yourself, are you sharing

expertise, or just venting

Constructive confrontation ordisagreements do NOT getresolved in email


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Recommended StandardsRecommended Subject Line Tags: URG - Stop everything, read me first

HOT - Need immediate attention RSP - Need you to respond, either way MTG - New/modified meetings FWD - Forward to your respective

group(s) HLP - Need information, assistance with a

problem FYI - Just for your information ACT - Needs action


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A Blessing And A Curse

E-mail is a conversation that does not requirean immediate response .

With e-mail you send a message and then waitfor a response. The response may come in fiveminutes or the response may come in fivedays.

If a hundred people send you e-mail in one

day, so what? With e-mail you only deal withtheir messages (which usually omit hellos,good-byes and such) and you deal with themon your own time. That's the blessing.


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Curse Too many users assume that the minute someone

receives an e-mail it, the person will read it.

Remember, e-mail is not designed for immediacy(that's why you have a telephone), it's designed forconvenience.

Some (not all) e-mail systems have features that tryto combat this problem. These features (usually

called "notification") will notify you when a personhas received your e-mail and may also notify youwhen the person has read it.


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To, Cc and Bcc

The addresses in the 'To' are for the peopleyou are directly addressing.

The addresses in the 'Cc' are for the peopleyou are indirectly addressing. They are theFYI-ers. Don't over do it here.

The addresses in the 'Bcc' are like 'Cc' except

that the addresses in 'To' and 'Cc' do notknow that the addresses in the 'Bcc' areincluded in the conversation. The 'To' and 'Cc'addresses are blind to the 'Bcc' addresses.


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Reply To All

The 'Reply to All' button is just a

button, but it can generate tons ofunnecessary e-mails.

Use it only when required.


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Don't Be A Novelist

Messages should be concise and to thepoint.

It's also important to remember thatsome people receive hundreds of e-mailmessages a day, so the last thing they

want to see is a message fromsomeone who thinks he/she is the nextDickens.


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Too Much Punctuation!!!

Don't get caught up in excessive grammarand punctuation.

There are lots of e-mail messages wherepeople put a dozen exclamation points atthe end of a sentence for added emphasis.

Exclamation points (called "bangs" incomputer circles) are just another form of

ending a sentence. If something is important it should be

reflected in your text, not in yourpunctuation.


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Formatting Is Not Everything

Formatting can be everything, but not here. Using HTML, or the Rich Text Format, to

format messages so that they have fancyfonts, colors or whatever is asking fortrouble.

If you absolutely, positively feel that it's goodto use HTML e-mail, stick with the default

fonts and simple formatting. Leave the colorful backgrounds, scripty fonts

and animated images for your personal website.


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Use Smart SubjectLines

All messages should have clear andspecific Subject Lines that

describes the message content

specifies if there are any actionsrequired & due dates

mentions clearly who the message isfor


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Contd.y Do not just say hi, if necessary decide

on certain abbreviations that you canuse when sending internal mails.

yYou can also mention long in thesubject line, if necessary. It will inform

the recipient how much time to allot toread the email.


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Contd.

Good Subject Line Example

FYI ONLY: Meeting minutes from3/14 discussion

Poor Subject Line Example Weekly Minutes


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Contd. If you can type your entire

message in the subject line anddont need to write anything in thebody of the message - do so!

Type (EOM) at the end of the

subject line. EOM means end ofmessage


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Abbreviations

Abbreviation usage is quite rampantwith e-mail. In the quest to savekeystrokes, users have traded clarity forconfusion (unless you understand theabbreviations).


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Font Use standard font throughout the message

content

Avoid colored fonts in a professional email Be very specific with the use of bold, italic or

underline font style

Keep the size of the font visible and constant

Paragraph and line spacing should be

legitimate and visually appealing Avoid short forms or slang (e.g. u instead of

you, y instead of why, r instead of are,etc)


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Things to Remember Some of the more common

abbreviations are listed in the table

below. Use abbreviations that are already

common to the English language, suchas 'FYI' and 'BTW'.

Beyond that, you run the risk ofconfusing your recipient.


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ThisMeans This BCNU be seeing you BTW by the way

FWIW for what it's worth FYI for your information IMHO in my humble opinion OBO or best offer ROTFL rolling on the floor laughing RTFM read the funny manual TNSTAAFL there's no such thing as a free lunch TTFN ta ta for now TTYL talk to you later


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Smilies

They are simple strings of characters that areinterspersed in the e-mail text to convey thewriter's emotions (cues). The most commonexample is

:-). Turn your head to the left and you shouldsee a happy face (the colon are the eyes, thedash is the nose and the parentheses is the

mouth). Use these sparingly. There are hundreds of

these things and their translations are by nomeans universal.


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Salutations

The question here is "How personal is too personal?" orto be more specific, how do you open your e-mail: "Dear

Sir", "DearM

r.Ram",

Ram" or none of the afore-mentioned.

If you posed this question to Miss Manners, I expect shewould come back with a quick answer - use the standardformalities.

In a non-business situation, I would recommend thatyou bypass the standard formalities. At most, I wouldonly include something along the lines of "Dear Vicky" orjust Vicky".


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Contd.

In the business situation, things are much morecomplicated. Each situation will need to beevaluated on its on, but in general, use the

following as a guide: If you normally address aperson as Miss/Mrs./Ms./Mr. Roy then that's theway you would initially address them in e-mail.

If you normally call them by their first name

then either omit the salutation or follow theguideline specified in the prior paragraph.

If you are unsure, stick to the formal salutation.


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Signatures

On a paper document (save a tree, send e-mail) it's typical to close the document withthe following:Ram KapoorI Will Follow... Services

Since it's not possible (yet) to sign your e-mail, users will sometimes include the sameinformation (minus the signature) at thebottom of their e-mail messages.


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Contd. This is highly recommended because

the originator is not always clear to therecipient.

Lots of companies use abbreviatednames or numbers for employee e-mail

addresses and those abbreviations ornumbers will mean little to someone notfamiliar with their significance.


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Contd. Include your e-mail address in this

information.

Sometimes it can be very difficult tolocate your e-mail address in theinformation that's a part of

transmission, especially if it's goingacross the Internet.


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Contd. If your e-mail address is a business

address, include your title and company

name in the signature.

Normally, this might be part of aletterhead, but in the e-mail world

letterheads are not used (wastedspace).


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Contd. A user's signature sometimes contains a

quote (as in "...the secret to life is that there

is no secret.") after the person's name. If you choose this option, the quote should

be something that is a reflection of yourself.

Keep it short. You don't want the quote to belonger than the message.


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Attachments

Attachments should not be toomany.

They should not be too heavy.

They need to be sent in properformat.


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Dos Language and phrasing should always

be civil and courteous.

We are all representing the companyand we should never drop ourstandards.

This applies to internal email as well asemail to other parties.


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Contd. Use the spelling checker to make sure

mistakes are minimized.

You can configure Outlook so that spelling ischecked before an email is sent. Bear in mind that email correspondence can

be submitted into legal proceedings such asdisputes and tribunals.


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Contd. Limit your emails.

When writing an email, ask yourselfwhether you would be happy for thecontents to be reviewed in suchcircumstances.


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Donts Send an e-mail in all UPPER-CASE. Use

of upper-case words is the equivalent of

shouting in some one's ear. ONLY use upper-case words when trying to

make a point (such as I just did).

Even at that, you should be careful with who

you are exchanging messages. Make proper use of the subject field


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contd. Make a comment about grammar

or punctuation. Nobody wants to feel

like they are exchanging e-mail withtheir eighth-grade English teacher.

Send a mass-mailing

advertisement. Do this only whenvery necessary.


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All the Best!

Happy e-mailing!!

Email Etiquette - PPT - PGDM

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