Why is E-mail Etiquette
important?
We all interact with the printed word as though it
has a personality and that personality makes
positive and negative impressions upon us.
Without immediate feedback your document can
easily be misinterpreted by your reader, so it is
crucial that you follow the basic rules of etiquette
to construct an appropriate tone.
The Elements of E-mail Etiquette
General format
Writing long messages
Attachments
Flaming
Delivering information
Electronic Mailing Lists
General Format: The Basics
Write a salutation for each new subject email.
Try to keep the email brief.
Return emails ASAP, within the same time ,if possible.
Personalize your mails to create interest and establish
credibility.
Use caps when appropriate.
Use a font that has a professional or neutral look.
Check for punctuation, spelling, and grammatical errors
General Format: Lists and Bullets
When you are For example,
writing directions Place the paper in drawer
or want to A.
emphasize Click the green “start”
button.
important points,
Another example,
number your
Improve Customer
directions or bullet satisfaction.
your main points. Empower employees
General Format: Tone
1. Write in a positive tone 1. Use smiles ,
“When you complete
the report.” instead of winks ;), and other
“If you complete the graphical symbols
report.” only when
2. Avoid negative words appropriate.
that begin with “un,
non, ex” or that end 2. Use contractions to
with “less” (useless, add a friendly tone.
non-existent, ex- (don’t, won’t, can’t).
employee, undecided).
General Format: Addresses
Avoid sending emails to more than four
addresses at once.
Instead, create a mailing list so that readers
do not have to scroll too much before getting
to the actual message.
To:
[email protected] Attachments
When you are sending an attachment tell your
respondent what the name of the file is, what
program it is saved in, and the version of the
program.
“This file is in MSWord 2000 under the name
“ACT or Calibration File.”
General Tips for E-Mailing Lists
Avoid discussing private concerns and issues.
It is okay to address someone directly on the
list. Ex, “Hi Ravi, regarding your question”
Change the subject heading to match the
content of your message.
When conflict arises on the list speak in
person with the one with whom you are in
conflict.
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.
Writing a complaint (Contd..)
Briefly state the Show attempts made by
history: you thus far to resolve
“The current way we the issue:
select freshers for our “I have suggested a
organization is not
good enough. As a good process for
result, we need to employees selection
have a new selection that involves a test of
process that helps us aptitudes, technical
find the best round, and finally the
candidates, with right HR round.”
skills set.”
Writing a complaint (Contd..)
Show why it is important for your reader
to get involved:
“This is a problem for two reasons. First, I
am concerned that the competency
center no longer trains the employees in
the desired skills and the training
modules are not updated ones.”
Writing a complaint (Contd..)
Ask for help and offer a resolution:
“Please let me know what other options I may
have overlooked. I am willing to meet with
the Operations and the Training head to seek
out a solution that is fair to the team
members and is good for the business of the
organization.”
Flaming in emails
Flaming is a virtual term for venting or sending
inflammatory messages in email.
Avoid flaming because it tends to create a great deal
of conflict that spirals out of control.
What you say cannot be taken back; it is in black and
white.
Keep Flaming under control
Before you send an email message, ask yourself,
“would I say this to this 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 and
assume that you may be misinterpreted when
proofreading.
When you need to Flame
There are times when you may need to
blow off some steam.
Remember your audience and your
situation before sending the email.
Responding to a Flame
Empathize with the Avoid getting bogged
sender’s frustration and down by details and
tell them they are right minor arguments
if that is true If you are aware that the
To your attention, if you situation is in the
feel you are right, thank process of being
them for bringing the resolved let the reader
matter know at the top of the
Explain what led to the response
problem in question Apologize if necessary
QUESTIONS?
THANK YOU
