Proper E Mail Contexts

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Client Call…WORRIED???

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Here are some tips………

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Dealing with clients……..

Dealing with any clients in services is an art. In the case of IT, we primarily deal with American and

UK clients. It is useful to know how English language works with them. Some of us may

hesitate to speak to the client, because we are not confident. ‘Practice makes you confident’

“Practice these tips…….”

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Tips…..

Indian Context

Do not write "the same" in an email - it makes little sense to them.

Example - I will try to organize the project artifacts and inform you of the same when it is done

Int’nl Clients Context

It is better written simplyas:

Example: I will try to organize the project artifacts and inform you when that is done

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Tips contd….

Indian Context

Do not write or say, "I have some doubts on this issue" …..We use this term ‘coz in Indian context the word for "doubt“ and a "question" is the same.


…. The term "Doubt" is used in the sense of doubting someone The correct usage (for clients) is:I have few questions on this issue

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Tips contd….

Indian Context

The term "regard" is not used much in American English.


They usually do not say "regarding this issue" or "with regard to this". Simply use,

"about this issue".

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Tips contd….

Indian Context

Do not say "Pardon" when you want someone to repeat what they said.


The word "Pardon" is unusual for them and is somewhat formal.

Therefore you can use “kindly repeat”

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Tips contd….

Indian Context

Americans do not understand most of the Indian accent immediately

Therefore try not to use shortcut terms such as "Can't" or "Don't".


They only understand 75% of what we speak and then interpret the rest.

Use the expanded "Cannot" or "Do not".

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Indian Context

Do not use the term "screwed up" liberally. If a situation is not good,Do not use words such as "shucks“ or "pissed off".


It is better to say "The situation is messed up".

Tips contd….

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As a general matter of form, Indians interrupt each other constantlyin meetings - DO NOT INTERRUPT a client when they are speaking.

Over the phone, there could be delays but wait for a short time before responding.

Tips contd….

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When explaining some complex issue, stop occasionally and ask "Does thatmake sense?".

This is preferable than "Did you understand me?"

Tips contd….

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Indian Context

In email communications, use proper punctuation.

To explain something,without breaking your flow use semicolons, hyphens or parentheses.


Eg:-You have entered a new bug (the popup not showing up) in thedefect tracking system; we could not reproduce it - although, a screenshot would help.

(Notice that a reference to the actual bug is added in parenthesis so that the sentence flow is not broken. Break a long sentenceusing such punctuation).

Tips contd….

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Indian Context

When you say, "I have mailed the

information to you", it means you’ve sent an actual letter or package through the postal system.


In American English, a mail is a posted letter. An email is electronic mail.

The correct usage is: "I have emailed the

information to you"

Tips contd….

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Tips contd….

Indian Context

To "prepone" an appointment is an Indian usage.


There is no actual word called prepone.

You can "advance" an appointment

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Indian Context

In the term "N-tier Architecture" or "3-tier Architecture", the word "tier" is NOT pronounced as "Tyre".


The correct pronunciation is "tea-yar".

The "ti" is pronouncedas "tea".

Tips contd….

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Tips contd….

Indian Context

The usages "September End", "Month End", "Day End" are notunderstood well by Americans.


They use these as

"End of September", "End of Month“ or"End of Day".

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Indian Context

For time - when they say the time is….


"Quarter Of One”…. …. they mean the time is 1:15. Better to ask them the exact time and time zone.

Tips contd….

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Indian Context

We commonly use the terms

"Today Evening" "Today Night""Yesterday Night" and "Yesterday Evening".


These are not correct; "Today" means "This Day" where the Day stands for Daytime.Therefore "Today Night" is confusing.

The correct usages are:"This Evening", "Tonight”

"Last Night" and "Last Evening".

Tips contd….

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Tips contd….

Indian Context

There is no word called "Updation". Avoid saying "Updation".


You “update” somebody.

Eg:-You wait forupdates to happen to the database.

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Tips contd….

Indian Context

Do not say "Sir". Do not call women "Madam".


When you talk to someone for the first time, refer to them as they refer to you.

In America, the first conversation usually starts by using the first name. Therefore you can use the “first name” of a client.

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Tips contd….

It is usual convention in initial emails (particularly technical) to expand abbreviations,

Eg: We are planning to use the Java API For Registry (JAXR).

After mentioning the expanded form once, subsequently you can use the abbreviation.

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Tips contd….

Make sure you always have a subject in your emails and that the “subject is relevant”.

Do not use a subject line such as HI .

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Tips contd….

Indian Context

Avoid using back,

instead of "Back“….


…Use "ago".

Back is the worst word for American.

(For Days use "Ago",

For hours use "before")

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Tips contd….

Indian Context

Avoid using….

“BUT" …

"YESTERDAY" …

"TOMORROW" …


Use…

…. "However".

…. "Last day".

…. "Next day".

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Tips contd….

Read English news papers

Watch English Movies

Watch International English News Channels

Communicate in English to your colleagues while at work.

….These medium helps you to improve your diction as well as confidence.

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Client Call…WORRIED???

…..Now, NOT ANYMORE…

Proper E Mail Contexts

Business

Transcript of Proper E Mail Contexts