Here are the errors I found: - "current went" should be "current went out" - "putting his papers" should be "putting away his papers" - "Anyway, if you" should end the sentence with a period. So the corrected paragraph would be: Dear Jacqui Thanks for the mail which you had sent last evening summarising everything we discussed about in the meeting. Sorry I couldn’t reply sooner, but when the meeting got over the current went out and we couldn’t use the computers until the next day. We also had a bit of a problem at work as one of the senior managers putting away his papers. Anyway, if

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WELCOME TO
EMAIL ETIQUETTE WORKSHOP

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WHOSE AD IS IT?

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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

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Why Email?
What is an Email?

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Communication
Face to Face
On the Phone
Written

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Face To Face
Tone of Voice ,
35%
Verbal , 7%
Non Verbal ,
58%
Tone of Voice
Verbal
Non Verbal

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On The Phone
Tone of Voice ,
60%
Verbal , 40%
Non Verbal , 0%
Tone of Voice
Verbal
Non Verbal

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Written
Verbal , 0%
Non Verbal ,
100%
Tone of Voice ,
0%
Tone of Voice
Verbal
Non Verbal
Written communication should always be more polished and formal than
real life spoken communication

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E-Mails
• 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

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Why is E-Mail Etiquette Important?

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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.

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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!!

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The Five C’s Of E-Mail Writing
Concise
Clear
Complete
Courteous
Correct

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Tone
The tone of an email is of utmost importance
Avoid starting an email with the words
- Why?
- ??
- You have to
- Can’t
- Just the Name (Peter,)
- Any other strong word that you would not like

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YOU ROCK!!

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Expressing Yourself
Express your thoughts clearly
Read the email before sending to verify if you
intend to mean what is mentioned
Always write solution centric emails
How to convey urgency
Be positive to the suggestions made to you

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Going for Consensus
Understand other people’s views from their point
of view
Find conclusion which satisfies every one rather
than expressing yourself
Genuine consensus is different from suppressing
your views in favor of a majority view
Don’t lose the main benefits of a group, which is
having multiple perspectives on the same issue
Those who disagree strongly should stick to their
ideas

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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!

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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 mail
Urgency of the message must be indicated in the
subject line

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Useless Subject Line
• What to do?
• ????
• Re:- FYI
• Two things
• Great News
• Urgent
• Status
• Quick Question
• Help

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Text
FONT / 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

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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

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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 idea
THREE MAJOR IDEAS PER MAIL
Keep to a 15 line message (about half a computer
screen) if you can or Maximum 1 comp screen
Use separate paragraphs to address new issues
Paragraphs should be short

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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)

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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

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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.

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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

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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

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When your message is LONG..
• Create an elevator Summary
• Provide a table of contents on the first screen
of your e-mail
• If you require a response from the reader then
be sure to request that response in the first
paragraph of your E-mail
• Create headings for each major section

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Bullets…
• When your are writing directions or want to
emphasize important points number your
directions or bullet your main points..
Example:-
1. Place the paper in drawer A
2. Click the green start button

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Anatomy of an E-Mail
• To: ………..
• CC: …………
• Bcc:………..
• Subject Line
• Text
• Signature Line
• Text
• General Format
• Font, Color, Length, Greeting
• Bullets, Lists
• Spellings, Grammar, Punctuation

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TO:………….
Beware of putting too many names in the TO
line
To: James, Tracey, Michael
Subject: Meeting

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Hierarchy
Many people are obsessed with Hierarchy so
take care when adding names to the TO field.
TO:- Senior manager, Assistant Manager,
Team Leader

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THE CC:……(Carbon Copy)
• If you just want
people to know
what is
happening then
they do not
belong to the TO
field, they go to
CC field – only
those people
who MUST know

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THE BCC:….(Blind Carbon Copy)
• If you don’t want people in the TO field or CC
field to know that you have sent an E-Mail to
some other people as well – undisclosed
recipients

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Attachments
• In order to attach a file,
you click on the paper clip
• Before sending a very large
attachment, you should
compress it

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PCP1: Thank, acknowledge and support people freely.
Ex1: I like your comment Ex2: I agree with so. Ex3: Thanks…
• In computer conference, you cannot see other people nod their heads smile
or greet you. If you don’t receive an acknowledgement of a message, you
feel ignored. People should know that they have been appreciated.
PCP2: Acknowledge before differ.
Ex1: what I think you mean? Ex2: Have I got that right? Ex3: my own view
differs as follows.
• If you disagree with someone. Start by briefly restating what the other
person has said. The person then knows that you are trying to understand
him, and is thus in a better position to take your view seriously.
Practical Communication Principles
(PCPs)

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PCP3: Speak from your own perspective:
Ex1: here’s how I see? Ex2: how I feel about?
- You can present other views with a direct quote like:
- “ As so and so said in ex. “.
- Don’t generalize: Ex: “ it is a fact that … “
- If something is put as an absolute, there is no room for anyone else’s
perspective.
Practical Communication Principles
(PCPs)

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Drafting Certain types of E-Mails
DRAFTING AN E-MAIL:
An Apology
Requesting for Information
Asking for Clarification
Addressing Multiple people
Writing a Complaint

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Apology E-Mail
Try not to begin with Apology straight away. “I‟m
sorry..”
State what have you done about it
What caused it
Apologize
Suggestions

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Requesting for Information
• State the request
• Support with details
• Specifications

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Requesting Information

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Asking for Clarification..!!
Asking for Clarification
In case you have more doubts, number them or bullet them

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Addressing Multiple People
To: the interested party, the action taker, the one who
has to do that activity.
Cc: to make those people aware or to inform them
Address, each person separately.
Greet: Can use Derrick / Diana / Frooti or Hi All

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Addressing Multiple People

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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

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A Complaint E-Mail

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Delivering Bad News..!!
• Deliver the news upfront
(We are unable to order new Computers due to budget cuts)
• Avoid Blaming statements
(I think it will be hard to recover from this , but what can I do to help?)
• Avoid Hedging words or words that sound ambiguous
(Our Pricing structure is outdated)
Examples of Hedging are:- possibly, most likely, may be
• Maintain a positive Resolve

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Flaming E-Mails
• Flaming is a virtual term for venting or sending
inflammatory messages in email
• Flaming means delivering a strongly held
opinion without holding back any emotion,
often offending the person who is ‘flamed’
• Avoid flaming because it tends to create a
great deal of conflict that spirals out of control
• Flame fights affect observers in a very
negative way

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Keep Flaming under control..!!
• Before you send an email message ask
yourself” would I say this to the 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

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When you need to FLAME..!!
Responding to a flame…
• Empathize with senders 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

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How to extinguish a FIRE
• I understand your concern : when the sender is right
• Thank you for bringing this to our notice : when you are right
• I apologize for the inconvenience caused : when there has been a mistake from your
end
Can you think of some more….

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Replying To A Wrongly Sent Email
If you have sent an email in error or to the
wrong recipient:
• Send a follow-up message to explain the
mistake
• Request to ignore the message
• Apologize briefly

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Grammar / Spellings Word Choice
 Proofread for errors carefully
 Use precise words
 Do not use Reductions, e.g. “wanna, gonna, let ya, got ya
etc.”
Reductions make you sound informal & relaxed
 Program your email to auto spell check all outgoing mails
 Avoid use of Indianism or jargon
 Avoid Negative words that begin with un, non, ex. Or that ends
with “LESS”. Examples (Useless, non- existence)
 Use smiles , winks ;), and other graphical symbols only when
appropriate

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59
Find the errors:
Dear Jacqui
Thanks for the mail which you had sent last evening summarising everything we discussed about in the meeting.
Sorry I couldn’t reply sooner, but when the meeting got over the current went and we couldn’t use the
computers until the next day. We also had a bit of a problem at work as one of the senior managers putting his
papers.
Anyway, if you would like to order for the books you mentioned in your last e-mail, please complete the attached
form and send the same to me by the end of the week. Just to let you know, we have a special introductory
price for a couple of other titles (details attached). If you would like to avail of this offer, please let me know.
I also need your help sorting out the Internet connection in the training rooms. I asked John for help last week and I
again asked him yesterday, but nothing has been done – can you please do the needful?
One more thing – I need an advice about some courses we are running. At the moment, we have too much of time
between the end of one course and the start of the next one. Can you suggest me a time when we can meet to
discuss this?
Please revert for clarification.
Best regards
Tina

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60
Answers:
Dear Jacqui
Thanks for the mail which you 1had sent 2last evening summarising everything we 3discussed about in the
meeting. Sorry I couldn’t reply sooner, but when the 4meeting got over the 5 current went and we
couldn’t use the computers until the next day. We also had a bit of a problem at work as one of the
senior managers 6put in his papers.
Anyway, if you would like to 7order for the books you mentioned in your last e-mail, please complete the
attached form and send 8the same to me by the end of the week. Just to let you know, we have a special
introductory price for a couple of other titles (details attached). If you would like to 9avail of this offer,
please let me know.
I also need your help sorting out the Internet connection in the training rooms. I asked John for help last
week and 10I again asked him yesterday, but nothing has been done – can you please 11do the needful?
One more thing – I need 12an advice about some courses we are running. At the moment, we have 13too
much of time between the end of one course and the start of the next one. Can you 14suggest me a time
when we can meet to discuss this?
Please 15revert for clarification.
Best regards
Tina

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7/16/2013 61
Correct the Following:
• More higher
• Return back
• This is not possible
• 2 days before
• 1 day ago
• Next to next week
• Its more good
• No, we can‟t do this
• Confirm me
• Explain me

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Abbreviations…
• Use them if your reader understands them
• Too many abbreviations are confusing
“I received a message an HR ago from HR and
intend to act on the PMS ASAP.”

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Abbreviations…

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7/16/2013 64
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

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Keep Your E-Mail NEUTRAL
Eliminating the Pronoun
The busy executive should try to read the e-
mail THAT IS sent TO HIM by clients and
vendor daily.
The trainer received the quick Appraisal for HIS
quick, professional work.

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Choose the best response!

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Beginning & Ending are very important
1. Business email – friendly
Dear (+ first name)
Just a quick note to remind you about
End
Best wishes / Kind regards
2. In-company email request
(no salutation)
Could you…
End
Thanks / Cheers
3. Formal business correspondence (for example: letter of enquiry)
Dear Mr. Smith (Dear Ms Smith)
I am writing to enquire about your prices
End:
An early reply would be appreciated / I look forward to hearing from you at
your earliest convenience
Yours sincerely

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Spamming
• Spamming is to send unsolicited emails to
people
• At work, sending online presents, cards, chain
mails to you co-workers and friends, is
spamming

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Emails shouldn’t be used for…
• Discipline
• Grades
• Conflict resolution

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Email Judging Activity

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Outlook Express
FEATURES:
Meeting
Asking for Delivery / Read receipt
How to Recall a Message
When to use Out of Office Auto reply
Creating an Auto signature
Using these features only if relevant

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Setting Up A Meeting

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Responding To A Meeting Invite
You must always respond to a meeting invite as soon as you receive it:
• Accept : you will attend the meeting
• Tentative : you may attend the meeting
• Decline : you will not be able to attend the meeting
• Propose New Time : you may not be able to attend the meeting that day and time
hence you want to propose new time

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Always Use A Signature Block
• People may not have immediate access to your
phone number or address
• Within your organization, it will save the recipient
time
• The signature block should include:
– Your first and last names
– Your title and your organization‟s name
– Your full address
– Your telephone # & ext #
– Your website address
– Fax #

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Signature Block

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Signature Block

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Elements of a SIGNATURE BLOCK..
• Full Name
• Title
• Organization
• Address
• Phone Number
• Fax
• E-Mail ID
• Web Page
• Disclaimer
• Logo! (Be careful if the company LOGO is very Colorful and Large)

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Elements of a SIGNATURE BLOCK..
• Thanks & Regards,
• Sanchita Singh
• Assistant Manager – HR (Training)
• Exevo
• G6/B1 Mohan Co-operative Industrial Estate, Mathura road
New Delhi, India – 110044
• (: +91 (0) 11 416 79446 | ): +91 9873555203 | *: Sanchita.singh@exevo.com
• Research Redefined
• www.exevo.com
• **Confidentiality Notice**
• This message and any attachments are solely for the intended recipient and may contain
confidential or privileged information. If you are not the intended recipient, any disclosure,
copying, use, or distribution of the information included in this message and any attachments
is prohibited. If you have received this communication in error, please notify us by reply e-mail
immediately and permanently delete this message or any attachments. Thank you.

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Use The Out-of-office Assistant
On leave, create an Automatic Reply to inform
people sending you e-mail of your absence
Always Test check the out of office Assistant
The Automatic Reply should contain:
-The dates during which you‟ll be absent
- If / when you‟ll be responding to e-mail
- Whom they can contact in your absence

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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'

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Replying To An Email
• You should always return an
email as soon as possible.
• You must always respond to
an invitation
• When you reply to an email,
you must include the original
mail in your reply, in other
words click 'Reply', instead of
'New Mail'

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Forwarding An Email
• You should forward an
email only when you know
that the other person
should have the
information
• Discard and delete any
chain emails

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Do Not Over-use Reply To All
Only use Reply to All
if you really need your
message to be seen
by each person who
received the original
message

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REMEMBER
• Reasonable personal use of E-mail
is permitted
• Important means of maintaining
relationships with colleagues both
inside and outside the organization
• E-mail is primarily intended for
business purposes
• Keep the information relatively
short, precise and always polite,
with simple questions relating to
what you expect to happen

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You Should Not Use Work E-mail To
• Carry out any illegal activity
• Carry out any non-company approved business activity
- No personal business use
• Harm the company‟s interests
• Threaten / harass anyone

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You Should Not Use Work E-mail To…
• Forward Nuisance mails:
• Chain mails
• Joke
• Forward / send large attachments
• Large / multiple images
• Small video files
• Applications

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Before You Click The Send Button!!!!
• Respect the recipient’s bandwidth
• Read the message to make sure that its
purpose is clear
• Edit the message to:
– Ensure the format allows it to be read
with ease
– Correct any grammar/spelling errors
– Remove, and replace if necessary, any
words which may be misinterpreted
– Make sure that your responses to
questions are clearly identified with the
question
– Have a nice greeting
– Have a proper sign off

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Effective E-mail Checklist
Answer the following questions for yourself about every email you send…
 Why am I sending it (as opposed to calling, face to face, or sending a fax or
memo)?
 Have I given the reader the context, data to properly inform them?
 What is my desired outcome of sending this e-mail?
 How will my outcome be achieved?
 Have I given explicit instructions to achieve my ends?

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Effective E-mail Checklist
 Is my tone appropriate?
“Often anger will inhibit readers from responding as you wish”
 Did I ask for what I want: decision, action, support, response, etc.?
When you need it? Say so, and make it explicit.

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Important Tips
Here are some tips on keeping business emails legit:
• Leave a clue. Include the subject on the subject line
• Counterfeits don’t count. It might be email, but make it look like a business letter
• Take no hostages. Keep your message brief, clear, and free of abbreviations and symbols where
words are needed. Put your bottom line at the beginning so the reader doesn’t have to scroll
through multiple screens to catch your drift
• Clear the scene. Proofread, edit, and revise as carefully as you would any other kind of business
document. The “tools” for cleaning up the carnage are at your fingertips. Use them!
• Freeze! Don’t hit “send” until you’ve corrected any mistakes and have made sure what you have
written is what you really mean and want to say. You can’t “undo” what the reader receives
• No serial e-mailers. Before you “gang mail” everyone you know with the same message, make sure
all you have included on your hit list need to read what you’re sending

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GOLDEN RULE
REMEMBER THE HUMAN!

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Question Time