Top Banner

Click here to load reader

Email Etiquettes

Dec 21, 2014

ReportDownload

Documents

Are you a good communicator? Do you go by the rules?

  • 1. RnR DataLex Pvt Ltd Visit us at:: http://www.rnrdatalex.comRegistered OfficeOperations Office20, Corporation Colony,36, Atrey Layout,North Ambazari Road, Near Datta Meghe Polytechnic,Nagpur - 440 033.Nagpur - 440 022.Maharashtra, Maharashtra, Copyrigt reserved. Do not replicate andIndia.5/30/2012distribute India.

2. Why do you need email etiquette?Professionalism: by using proper email language yourcompany will convey a professional image.Efficiency: emails that get to the point are much moreeffective than poorly worded emails.Protection from liability: employee awareness of email riskswill protect your company from costly law suits. Copyrigt reserved. Do not replicate and5/30/2012distribute 3. What are the etiquette rules? Email is the foremost method ofcommunication today. And, it is undoubtedly one of the most widely used methods ofcommunication used today next to the telephone, the post office, and the FAX machine.Like every other form of communication, one must use proper etiquette when dealing with other human beings. There are, of course, rulesof etiquette which pertain to email Copyrigt reserved. Do not replicate and5/30/2012distribute 4. Be concise and to the point Do not make an e-mail longer than it needs to be. Remember that reading an e-mail is harder than reading printed communications and a long e-mail can be very discouraging to read. Copyrigt reserved. Do not replicate and5/30/2012distribute 5. Answer all questions, and pre-empt further questions. An email reply must answer all questions, and pre-empt further questions If you do not answerall the questions in the original email, you willreceive further e-mails regarding the unanswered questions, which will not only waste your timeand your customers time but also causeconsiderable frustration. Moreover, if you are able to pre-empt relevant questions, your customer will be grateful and impressed with your efficient and thoughtful customer service.Copyrigt reserved. Do not replicate and5/30/2012 distribute 6. Use proper spelling, grammar & punctuation. This is not only important because improper spelling, grammar and punctuation give a badimpression of your company, it is also important for conveying the message properly. E-mails with no full stops or commas are difficult to read and cansometimes even change the meaning of the text. And, if your program has a spell checking option, why not use it?Copyrigt reserved. Do not replicate and5/30/2012 distribute 7. Make it personal. Use templates for frequently used responses. Not only should the e-mail be personally addressed, it should also include personal i.e. customized content. For this reason auto replies are usually not very effective.However, templates can be used effectively in this way.Responding to email is a repetitive task. How often do you find yourself sending a similar answer or retyping the same text?Store frequently used texts & attachments as templates. Paste template texts into your email messages.Copyrigt reserved. Do not replicate and5/30/2012 distribute 8. Answer swiftlyEach e-mail should be replied to within at least 24hours, and preferably within the same working day. Ifthe email is complicated, just send an email back saying that you have received it and that you will getback to them. This will put the customers mind at rest and usually customers will then be very patient! Copyrigt reserved. Do not replicate and5/30/2012distribute 9. Do not attach unnecessary files. Wherever possible try to compress attachments andonly send attachments when they are productive. Moreover, you need to have a good virus scanner in place since your customers will not be very happy ifyou send them documents full of viruses!Copyrigt reserved. Do not replicate and5/30/2012 distribute 10. Use proper structure & layout. Since reading from a screen is more difficult thanreading from paper, the structure and lay out is very important for e-mail messages.Use short paragraphs and blank lines between eachparagraph. When making points, number them or mark eachpoint as separate to keep the overview. Copyrigt reserved. Do not replicate and5/30/2012distribute 11. Do not overuse the high priority option.If you overuse the high priority option, it will lose itsfunction when you really need it. Moreover, even if a mail has high priority, yourmessage will come across as slightly aggressive if youflag it as high priority Copyrigt reserved. Do not replicate and5/30/2012distribute 12. Do not write in CAPITALS. IF YOU WRITE IN CAPITALS IT SEEMS AS IFYOU ARE SHOUTING. This can be highly annoying and might trigger anunwanted response in the form of a flame mail.Try not to send any email text in capitals.Copyrigt reserved. Do not replicate and5/30/2012 distribute 13. Dont leave out the message thread. When you reply to an email, you must include theoriginal mail in your reply, in other words click Reply, instead of New Mail.A threadless email will not provide enough information and you will have to spend a frustratingly long time to find out the context of the email in orderto deal with it Copyrigt reserved. Do not replicate and5/30/2012distribute 14. Add disclaimers to your emails.It is important to add disclaimers to your internal and external mails, since this can help protect yourcompany from liability.Copyrigt reserved. Do not replicate and5/30/2012 distribute 15. Read the email before you send it. Reading your email through the eyes of the recipient will help you send a more effective message and avoidmisunderstandings and inappropriate comments.Copyrigt reserved. Do not replicate and5/30/2012 distribute 16. Take care with abbreviations and emoticonsIn business emails, try not to use abbreviations such asBTW (by the way) and LOL (laugh out loud). The recipient might not be aware of the meanings ofthe abbreviations and in business emails these aregenerally not appropriate. The same goes for emoticons, such as the smiley :-). Copyrigt reserved. Do not replicate and5/30/2012distribute 17. Do not request delivery and read receipts. This will almost always annoy your recipient before he or she has even read your message. It usually does not work anyway since the recipientcould have blocked that function, or his/her software might not support it, so what is the use ofusing it? If you want to know whether an email was receivedit is better to ask the recipient to let you know if it was received. Copyrigt reserved. Do not replicate and5/30/2012distribute 18. Do not ask to recall a message.Biggest chances are that your message has already beendelivered and read. A recall request would look very silly in that case It is better just to send an email to say that you havemade a mistake.This will look much more honest than trying to recall a message. Copyrigt reserved. Do not replicate and5/30/2012distribute 19. Use a meaningful subject.Try to use a subject that is meaningful to the recipientas well as yourself. For instance, when you send an email to a companyrequesting information about a product, it is better tomention the actual name of the product, e.g. ProductA information than to just say product information orthe companys name in the subject. Copyrigt reserved. Do not replicate and5/30/2012distribute 20. Use active instead of passive. Try to use the active voice of a verb wherever possible.For instance, We will process your ordertoday, sounds better than Your order will beprocessed today.The first sounds more personal, whereas the latter, especially when used frequently, sounds unnecessarily formal.Copyrigt reserved. Do not replicate and5/30/2012 distribute 21. Avoid long sentences.Try to keep your sentences to a maximum of 15-20 words.Email is meant to be a quick medium and requires adifferent kind of writing than letters. Copyrigt reserved. Do not replicate and5/30/2012distribute 22. Use cc: field sparingly Try not to use the cc: field unless the recipient in the cc:field knows why they are receiving a copy of the message. Using the cc: field can be confusing since the recipients might not know who is supposed to act on the message. Also, when responding to a cc: message, should you include the other recipient in the cc: field as well? This will depend on the situation.Make sure that this person will know why they arereceiving a copy.Copyrigt reserved. Do not replicate and5/30/2012 distribute 23. How do we enforce email etiquette? By Publishing a corporate email policy that accomplishes threeobjectives: Commercial objective: in teaching employees how to send effectiveemails and stating target answering times, you can professionalizeyour email replies and therefore gain competitive advantage. Productivity objective: by setting out rules for the personal use ofemail you can improve productivity and avoid misunderstandings. Legal objective: in clearly stating what is considered asinappropriate email content you can minimize the risk of law suitsand minimize employers liability by showing that the companywarned employees of inappropriate email use. Copyrigt reserved. Do not replicate and5/30/2012distribute 24. Thank you for your attentionand wish you all the best