Email final1111111111111111111111111.ppt

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1. Email Etiquette and Appropriate Use

2. Why is email 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.

3. Poor Usage Examples
No subject line

4. Poor Usage
Action required and key points are hidden
in the message

5. Poor Usage
•-----Original Message-----
•From:
•Sent:Monday, January 08, 2001 5:46 PM
•To:IMS Operations
•Subject: Information
•
•I will be gone all day Tuesday/01-9-01 at an Operations Offsite
Staff Meeting.
•I will be accessible via cell or pager listed below-
•
•Thanks
Misusing the global distribution list

6. Poor Usage
Discussion that could have been done on the
phone

7. The start
Don’t know who you are writing to
Know who you are writing to
Close business friend or associate
The reference Thank you for your mail ….
Requesting
Agreeing to requests
Reason for writing Giving news
Enclosing documents
Closing remark Reference to future contact
The finish
Based on greeting at the start
Basic structure of an E-Mail

8. The elements of email etiquette
•General format
•Writing long messages
•Attachments
•The curse of surprises
•Flaming
•Delivering information
•Electronic Mailing Lists

9. Top Email Etiquette Tips
•Beware of hidden readers
•Write like Mom or the boss will read it
•Remain gender neutral
•Keep harassment and discrimination policies in
mind
•Don’t use email to let off steam
•Control the urge to “flame”
•Respect others time
•Never reply to spam

10. Top Email Etiquette Tips
•Do not email the world
•Copy with care; Reply to all with care
•Don’t oversell your message
•Ask permission before forwarding
•Be cautious sending attachments
•Always use a salutation and signature

11. Top Email Etiquette Tips
•Resist the urge to capitalize
–Also applies to all lower case letters
•Use correct spelling, grammar and
punctuation
•Think before requesting a receipt
•Treat others as you would have them treat you
•Consider e-mail’s limitations
•Always use a descriptive subject line
•Forwarding jokes with 200 email addresses at
the top of the page… is a no no

12. More on Etiquette
•Tone
–Using all caps or all bold letters is considered “yelling”
–A professional, conversational tone is best
•Professionalism
–Email is a business communication
–Avoid temptation to be too casual
–All official mails are formal
•Grammar, Punctuation and Spelling
Avoid short forms or slang (e.g. ‘u’ instead of ‘you’,
‘y’ instead of ‘why’, ‘r’ instead of ‘are’, etc)

13. Acronyms
•2L8 too late
•AAMOF as a matter of fact
•AFAIK as far as I know
•B4N bye for now
•BTW by the way
•CMIIW correct me if I'm wrong
•CUL see you later
•IAC in any case
•IKWUM I know what you mean
•IOW in other words
•KWIM know what I mean

14. Emoticons: Are a no
•:-( Sad
•:-& Tongue-tied
•:-# My lips are sealed
•:-|| Really Angry
•:-(o) Yelling
•:-D Laughter

15. Email Tips
•Be short and to the point when sending email
•Be sure to read the entire message before
responding
•Be cautious when using Reply to All to respond
•Be judicious with the use of attachments
–Alternatives to attachments are available
•Use the bcc field for personal distribution lists
of clientele to protect address lists

16. AgIT Call Center 888.226.2438
Attachment files
•Best in pdf _
•For many or large attachment files send separately
•Advise to clear mail box
•Space out time-wise
•Space out file-wise
•-Files #1, #2 and #3 of 8 __
•-Files #4, #5 and #6 of 8
•-Files #7 and #8 of 8
•Ask for acknowledgement when through

17. AgIT Call Center 888.226.2438
Polite reminders
Avoid
•As I have told you…
•I don’t know if you know, but…
Best is
•As you may know…
•As you probably know…
•As you may recall…
•As per my e-mail to you on 7 February 2006…
•Further to your e-mail, dated 19 April 2006…

18. AgIT Call Center 888.226.2438
Wanting a reply
Avoid
•I would appreciate your early response.
•Please answer asap.
•Please give this matter your urgent attention.
•Looking forward to your speedy reply.
•-Unless, of course, the case is difficult
Best is
•Await your response.
•Looking forward to your feedback.
•Looking forward to your comments

19. AgIT Call Center 888.226.2438
Polite epilogue
Avoid
•If you have any problems, please do not hesitate to
contact me.
Best is
•If you have questions or require further information,
please contact me.
•I remain available for your other questions and further
information.
•I look forward to moving this discussion forward.

20. AgIT Call Center 888.226.2438
Signature block
Caution no name (!), just department
Caution gender of un-native names
•-Perdit Kumar (Mr)
•-Andrée Dupont (Ms)
•-Hayashi Yoshitomo (Mr)
Caution androgynous names
•-Andrea Gantner (Ms)
•-Chris Wagner (Ms)
Caution Chinese and Korean names
•-ZHANG Qing (Ms)
•-KIM Yong Chi (Mr)
Job title °Must-have _
•Company name °Must-have
•Postal address °Not recommended _
•Telephone °Must-have, best if a direct line
•-[phone]
•Website °Must-have _
•Ad line °Short, no more than 3 lines

21. AgIT Call Center 888.226.2438
Signing off
Avoid
•Yours sincerely
•Yours truly
•Kisses and hugs
•:-)
•BR
Okay if
•Best regards
•Kind regards
•With kind regards
•Bon voyage
•See you soon!
Best is
•With best regards

22. Legal Issues
•Employees e-mail is the property of the
employer
•E-mail is like a postcard –anyone can read it
–E-mail is vulnerable while in transit
•E-mail can be subpoenaed
–Not only yours but anyone you communicate with
–E-mail has an indefinite shelf life –there is no such
thing as deleted email.

23. Legal Issues
•Protect your email account
–Lock your computer when you walk away
–Don’t share your password
–Be cautious assigning delegate rights to your inbox
•You are liable for anything sent as you or on your behalf

24. Two Quick SPAM and PHISHING Tips
•Don’t feel obligated to read and respond to
every message.
–Never respond to questionable emails
•Use the technology to help protect you and
manage your incoming e-mail
–Use the SPAM filter
–Use rules in Outlook to automatically delete some
questionable messages

25. Email, Mail groups and You
•Important Questions to ask BEFORE you send
that message
–Is this the best way to relay this information?
•Alternatives: phone call, office visit, traditional mail
–Am I addressing this to the correct people?
•Does this need to go outside my program area, physical area
or project area?
–Is my message clear?
–Have I included a descriptive subject?

26. Email, Mail groups and YOU
•Extension email groups are designed to:
–Provide enhanced communication among staff
–Encourage the sharing of information between staff
–Assure that all staff in an area (program, physical or
project) receive the appropriate information
•Email and the mail groups should make your job
easier, not more difficult. Judicious use of
email and the email groups helps all