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Email etiquette Dr. Pavanaja U. B.CEO, Vishva Kannada Softech firstname.lastname@example.org
Before we beginPlease put your cell phones to sleep
Email• Short for electronic mail• Electronic mail, commonly called email or e- mail, is a method of exchanging digital messages across the Internet or other computer networks.• Types – POP3/SMTP • email@example.com – IMAP • Exchange Server, Lotus Domino – Web-based • Hotmail, Gmail, Yahoomail
Remember• Email is permanent – it provides a record• Email is a valid document as per IT Act• Email can be accessible anytime anywhere• Email can be forwarded and copied
Purpose• Informatory –to colleague, friend, business partner• Applying for job• Invitation• Enquiry email –from colleague, business partner, friend, customer, HR Manager• Problem reporting –to customer support, manager• Problem response –reply to problem reporting• Status reports –to colleague, manager, client• Minutes of meeting –to colleague, manager, client• Friendly email –to friends (whom else?)
Etiquette• Etiquette – is the conduct or procedure required by good breeding or prescribed by authority to be observed in social or official life• Email etiquette –etiquette while using emails
The need for email etiquette• Professionalism – by using proper email language you will convey a professional image.• Efficiency – emails that get to the point are much more effective than poorly worded emails.• Protection from liability – awareness of email risks will protect you from costly law suits.
Keep these points in mind• Purpose• Person to whom it is addressed• Tone you should adopt• Completeness of the message• Action required• Conciseness of expression
Salutation• Dear Sir/Madam (when we are writing to a total stranger whom we do not know at all)• Dear Mr/Ms/Dr/Professor + Surname as in: Dear Dr Pavanaja (when it is a formal relationship with the addressee and the writer does not know him or her personally).• Dear Mahesh (when the writer knows the addressee personally and the two share a semi-formal relationship)• Hi/Hello (International/US convention/Friendly)
Subject line• Never ever leave it blank• Should be concise, precise and unambiguous Ex. Seminar on email etiquette, Help required in rolling out VSTS Wrong: Seminar, VSTS• Applying for job – Ex. Resume of Arpita –Fresher, Gopal –Java-2+ yrs• Should not look like a spam message Wrong: Greetings, Hi, Hello, Urgent, Congratulations, …• Change the subject if the topic is changed while replying in a long thread and put the original subject in bracket with ‘was’ in the beginning Ex. Email etiquette (was Re: Introduction to Internet)
To, Cc and Bcc• ‘To’ and ‘Cc’ are not the same• The addresses in the To are for the people whom you are directly addressing• The addresses in the Cc are for the people you are indirectly addressing –for information purpose only• People in ‘To’ are supposed to action on the email whereas for those in ‘Cc’ it is just an info• ‘Bcc’ is same as ‘Cc’ except that people in ‘To’ and ‘Cc’ won’t know the addresses in ‘Bcc’• Use ‘Bcc’ very sparingly
Reply and Reply All• ‘Reply’ and ‘Reply All’ are not the same• ‘Reply’ will send the reply email only to the sender• ‘Reply All’ will send reply email to everyone in the ‘To’ and ‘Cc’ fields• Use ‘Reply All’ judiciously• Never ever click ‘Reply All’ if your address is in the ‘Bcc’ field
Closure & SignatureClosure• Keep it simple Ex. Thanks and regards, Regards, Sincerely, With warm regards, .. Don’t – Yours faithfully, Yours obediently,Signature• Put your name only• Put a full name & address as part of the signature• Use the email client’s signature feature• Have a disclaimer/footer as per company’s email policy
Content• Depends on the type of email• Always be precise and to the point• Introduce the topic first• Have a spelling check done before sending• Read the email fully before sending• Have proper paragraph break, when appropriate• Use formatting when appropriate – Bold, Italic, Underline, Color
Content –Applying for Job• Dear Sir/Madam –if you don’t know the person• Dear Mr Ishwar Hegde –if you know the person• Responding to advertisements- – I am writing with regards to the job you advertised.../I am writing in response to your ad...• If you know there is some opening - – I came to know that there is some opening in your company for a …• If you are a fresher - – I am a fresh … graduate … looking for an opportunity …• If you are applying through a connection – – I would like to introduce myself as a friend of …• Promote yourself- – I consider myself suitable for that position because...• Finish with an optimistic note- – Im looking forward to hearing from you. /I am expecting a favourable reply from you soon.
Attaching resume• Most people accept MS Word .doc files• Many people are yet to move to .docx file (Word 2007/2010)• Preferably save as Word 97-2003 file in Word 2007/2010• To be safe– – Also create .RTF and/or PDF files – Some companies request for HTML file• Don’t create huge files (don’t include unnecessary images in the resume)• Don’t send resume as PPT/Flash/animation file – Exception –creative person/field
Do• Use active language• Use positive language• Check whether you have to attach something• Use simple readable font• Use known/understandable abbreviations – BTW, HTH, TIA, AFAIK, ASAP, …• Use smileys only when needed
Don’t• Use passive and/or abusive language• Use all capital letters• Use fancy fonts which are not easy to read• Use SMS/chat language – cd, hv, 10q, thx, c u, ur, u r, ...• Attach huge files unless it is a must• Forward without the permission/knowledge of original sender• Ask for a read receipt unless it is a must• Don’t forward spam emails, hoaxes, jokes –unless you are sure you wanted to do it• Ask to recall a message• Indulge in flaming (hatred messages)• Respond to flaming