EMAIL ETIQUETTESAdvanced Course

Learning and Development, Human Resources

3/15/2012Learning and Development- HR

TRAINING OBJECTIVES

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To know the significance of e – mail communication and its process

To draft an effective e-mail sans common errors

To be aware when to use and when not to use e-mail communication

What is Email?

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A mail server is like a local post office: it is a computer that

sends and receives electronic mail for a specific network.

Email: Short for electronic mail, the transmission of messages over communications networks

Why E-mail Communication

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Why E-mail Communication

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Deliver to more than one

Record your message

Audience gets your message

Overcome Physical Barriers

Someone in different time zone

Save money

Send requested documents

When NOT to use email

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Replaces Face-Face interaction

Human Touch is essential

When need an Urgent Response

Conflict needs to be resolved

Components of Email

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Headers: Subject Sender (From) Date and time received Recipient (To) Recipient email address

Body: Content of the e-mail

Attachments: Attachments are optional and include any separate files that may be part of the message.

To, CC and Bcc

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To, CC and Bcc

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Do not complete the TO, CC or BCC section of the email until you have completely written the

email AND attached all attachments.

This will allow you to avoid embarrassing instances of sending emails without the attachments, or sending them by accident before you have

finished the email.

Subject Line - Example

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Keep the subject short and clear but avoid such headings as:

‘How r ya !!’, ‘Hello’, ‘Message from Mary’.

These headings are common in messages containing viruses.

Short but specific headings are needed

Sub: TAG: Description

Subject Line

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Sub: ______________

Sub: Read Immediately !!

Sub: URGENT PLZZZZ

Sub: Friday Meeting

Sub: MEETING: 23 May Meeting Plan

Exercise 2: Check your understanding

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Situation 1: Call for a meeting to discuss Business Proposal on 7 Sep at 123, XYZ (4-5 PM)

Situation 2: Asking the Admin department to send the allocated stationary to Department Executive by 7 Sep

Situation 3: As a manager you asking your team member to share project XYZ updates

Situation 4: Asking the client to share specific project requirements which you were not able to understand

Situation 5: Asking your colleague to take action on the Client requirement

Exercise 2: Answers

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Situation 1: Call for a meeting to discuss Business Proposal on 7 Sep at 123, XYZ (4-5 PM) MEETING: Business Proposal (7 Sep)

Situation 2: Asking the Admin department to send the allocated stationary to Department Executive by 7 Sep REQUEST: Stationary Requirements (7 Sep)

Situation 3: As a manager you asking your team member to share project XYZ updates INFORMATION: Project Updates (XYZ)

Situation 4: Asking the client to share specific project requirements which you were not able to understand QUERY: Project Requirement ABC

Situation 5: Asking your colleague to take action on the Client requirement ACTION: Client Requirement Number 123 (7 Sep)

Addressing People/Salutations

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Addressing Individual(s)

Addressing Groups

Addressing Unknown People

Addressing Females

Message Text: Format

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Message Text: Format

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Dear Ravi,

Thank you very much for showing me round your production facilities. I was most impressed.

I'm pleased to tell you that your company is one of two short-listed for the production of our new website video. This is an important part of our marketing strategy and we are sure you will treat this with the importance it deserves.

I need to have a draft outline of your thoughts for this video by the end of the month. Please send this to me by email as an attachment.

If you need any further help, feel free to contact me.

Best wishes.Sunayna

Background

Details

Action

Close

Message Text should be

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Short - THE KISS PRINCIPLE

In Professional English•Avoid all caps•Not use chat language

In Closed Loop

Exercise 3: Check your understanding

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Write an Email to your Manager:

Your boss emailed you about some mistakes that he thinks you made in Project XYZ, and you would like to tell him your side of the story because what he said was not completely

accurate.

Practice BDAC

Exercise 3: Answer

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Dear Mr. Amit,

I would like to thank you for your e-mail (yesterday... Tuesday...or whatever).

Besides the points mentioned in your e-mail which I certainly will do my best to redress, there were some points that I think you were inaccurately informed of.First, Second.....etc.

Please let me know if we could discuss the issue in detail.

Best WishesRavi

Email Management

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Identify yourself clearly to cold contacts• Hello, I am…The reason I am writing…• Hello, so-in-so suggested I contact you…

Follow the 1 Minute Rule

Unsubscribe from Useless stuff

Create Template Replies

Make Folders to Search easily

Attachments

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Keep the size less than the designated limit

Attach the document first to avoid – “Apologies !! Here is the attachment”.

Please mention that you have attached the document.

PFA

Principles of Influence

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•Maintain a professional tone that does not attack the individual but that makes your position on the issue clear.

•For example:• Not: You didn’t read the instructions carefully, thus your

system has shut down.• But: The system may automatically shut down if any

installation errors occur.

• Not: I do not understand why you made such discriminatory remarks.

• But: Discriminatory remarks are not tolerated in this organization.

Exercise 4: Check your understanding

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1. This message is to inform you that you will attend the upcoming mandatory meeting

2. You did not assemble the parts correctly, and so the product is malfunctioning

1. We appreciate your attendance at the upcoming mandatory meeting

2. The product may not work correctly if any errors occur during assembly

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•To emphasize an idea, place it in a short sentence. •To subordinate an idea, place it in a compound sentence.

•For example:•Emphasis: Smoking will no longer be permitted in the building.

The committee on employee health and safety reached this decision after considering evidence from researchers and physicians on the dangers of second-hand smoke.

•Subordination: The committee on employee health and safety has finished considering evidence, and they have reached the decision that smoking will no longer be permitted in the building.

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• More compliments do not impress.• Know genuine v/s unauthentic praise and remarks• Compliment only if you really mean it.

Signature

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Include (if you want people to contact you) Your name Title Organization Email address Website Phones

Can be shortened for frequent correspondents If you must include a quote in signature keep it short. Avoid vCards because some readers treat them as

attachments.

Replying and Forwarding

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Use the “Reply to” or “Reply to All” option Maintains a link to the original message Maintains “thread” of correspondence

Forwarding a message Not the same as replying Mail original message to someone other than the

sender Use caution when forwarding private or sensitive

email messages without the permission of the sender May be inappropriate to forward a portion of a

message

Flaming Emails

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The Problem Emails

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•Phishing•Appear to be from legitimate site, businesses•Request personal or financial information•Only work if you click or respond, best to just delete

•Spam•Ads and scams•Replying or unsubscribing validates your address for more spam•Do not reply, delete email

•Virus• Installed software without knowledge or consent•Computer use monitored and controlled•You must click or open program to infect

Last Minute Tips

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3 Volley Rule• If a topic is bounced back and forth

more than 3 times it is time to pick up the phone or schedule a meeting.

24 Hour Rule• It is okay to write a heated e-mail,

just wait 24 hours before you send it.

Last Minute Tips

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No Response• Specific and Clear•“What do you want me to do?”

Follow up in Email• “A gentle reminder”•“If I hear from you by …”•“I will call you…”

Last Minute Tips

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Typing in UPPER CASE

Sending Spam via email or in chat room

Forwarding jokes with 200 email addresses at the top of the page…

Large File Attachments

Forgetting to re-read the email before sending

QUESTIONS?

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