Email Writing preparation and top tips.pptx

Top tips for email writing

1. Email Writing Sonal Shah

2. Common challenges faced in Email Communication Scene: Setting: An office environment, with cubicles or desks arranged in an open layout. It's mid-morning, and employees are bustling about, working on various projects. Characters : Smita - A project manager who is responsible for coordinating tasks and ensuring projects are completed on time. Mahendra - A team member who is assigned a crucial task in a project led by Smita . Mihir - Another team member who is also involved in the project. ------------------------------------------------------------------------------------------------------------------ Smita sits at her desk, typing furiously on her keyboard, trying to meet a tight deadline for a client project. She realizes that she needs Mahendra's input on a specific aspect of the project to move forward. With a sense of urgency, she drafts an email to Mahendra , outlining what she needs from him

3. Common challenges faced in Email Communication Subject: Urgent: Input Needed for Project X Hi Mahendra , I hope this email finds you well. I need your assistance with Project X. Could you please review the latest draft and provide your feedback by end of day today? Your input is crucial for us to meet the client's deadline. Let me know if you have any questions. Thanks, Smita   ----------------------------------------------------------------------------------------------------------------   Smita hits 'Send' and exhales, relieved that she's taken the necessary step to keep the project on track. However, as the day progresses, she doesn't receive a response from Mahendra . Feeling anxious, she decides to follow up with him mid-afternoon:  

4. Common challenges faced in Email Communication Subject: Follow-up: Urgent Input Needed for Project X Hi Mahendra , I hope you're doing okay. I just wanted to follow up on my earlier email regarding Project X. We really need your input to move forward with the project. Could you please let me know if you've had a chance to review the draft? If you need any clarification, feel free to reach out. Thanks, Smita   ------------------------------------------------------------------------------------------------------------------ Despite the follow-up email, Smita still doesn't hear back from Mahendra . With time ticking away and the deadline looming closer, Smita starts to worry. She knows that without Mahendra's input, they won't be able to proceed with the project as planned.

5. Common challenges faced in Email Communication Meanwhile, Mahendra , who has been swamped with other tasks, finally gets around to checking his emails late in the afternoon. He sees Smita's messages but misinterprets the urgency of the situation. He assumes that providing feedback by the end of the day means he can do it first thing tomorrow morning. The next day, Smita is in a panic as she realizes that Mahendra hasn't provided the feedback she needs. She rushes to his desk to find him just arriving and settling in for the day . ----------------------------------------------------------------------------------------------------------------- " Mahendra , did you get my emails about Project X?" Smita asks, her voice tinged with frustration. Mahendra looks puzzled. "Oh, yes, I saw them, but I thought I had until today to provide feedback. I haven't had a chance to review the draft yet." Smita's heart sinks as she realizes the impact of the miscommunication. Without Mahendra's input, they'll likely miss the client's deadline, and the entire project could be in jeopardy.

6. Common challenges faced in Email Communication What was the miscommunication that took place in the above scene ? The miscommunication in the scene occurred due to the vague deadline mentioned in Smita's initial email to Mahendra . When Smita requested Mahendra's input "by end of day today," it left room for interpretation. Mahendra assumed that he had until the end of the current day to provide feedback, while Smita intended for him to provide feedback by the end of the previous day. This ambiguity led to Mahendra delaying his response, thinking he had more time than he actually did. As a result, Smita's expectation of receiving feedback by the end of the day went unmet, causing frustration and potential setbacks in the project timeline.

7. Common challenges faced in Email Communication Scene: Setting: A comfortable desk and chair in a jewellery company, where the Customer Relations Officer (CRO), Lina, sits at her desk with a computer, checking her emails. The atmosphere is serene, with soft music playing in the background. Characters: Lina - The Customer Relations Officer, responsible for handling client inquiries and maintaining positive relationships. Mr. Jethalal - A loyal client who has been purchasing jewelry from the store for several years . ------------------------------------------------------------------------------------------------------------------ Lina is busy sorting through emails when she notices a message from Mr. Jethalal , one of their esteemed clients. With a warm smile, she opens the email to see what he has to say:

8. Common challenges faced in Email Communication Subject: Query Regarding Recent Purchase Hi Lina, I hope this email finds you well. I recently purchased a diamond necklace from your company, but unfortunately, I've noticed a small defect in the clasp. I'm a bit disappointed as I've always had such positive experiences with your jewellery. Could you please advise on how we can rectify this situation? Thank you, Mr . Jethalal   -----------------------------------------------------------------------------------------------------------------   Lina's smile fades as she reads Mr. Jethalal's email. She knows that customer satisfaction is paramount, and she wants to ensure that Mr. Jethalal's issue is addressed promptly and courteously. She quickly drafts a response, aiming to reassure him and resolve the matter:

9. Common challenges faced in Email Communication Subject: Re: Query Regarding Recent Purchase Dear Mr. Jethalal , Thank you for bringing this to our attention, and I apologize for any inconvenience caused by the defect in the clasp of your diamond necklace. Your satisfaction is incredibly important to us, and we want to make things right. Could you please provide us with some more details about the issue? Once we have a better understanding, we will work swiftly to find a solution that meets your expectations. Your patience and understanding are greatly appreciated. Warm regards , Lina   -------------------------------------------------------------------------------------------------------------------- Lina hits 'Send' and leans back in her chair, feeling satisfied that she has addressed Mr. Jethalal's concern professionally and empathetically. However, her satisfaction is short-lived as she notices another email from Mr. Jethalal in her inbox just minutes later.

10. Common challenges faced in Email Communication Subject: Re: Re: Query Regarding Recent Purchase Lina hesitates for a moment before opening the email, sensing an unusual tone in the subject line. As she reads the contents, her heart sinks:   Dear Lina, I must say, I am deeply disappointed by your lacklustre response to my query. It seems that your company's commitment to customer service is nothing but a façade. I expected better from a reputable establishment like yours. If this is how you handle customer concerns, then I see no reason to continue patronizing your store. Consider this my final purchase from your establishment. Sincerely, Mr. Jethalal

11. Common challenges faced in Email Communication Lina's hands tremble slightly as she reads Mr. Jethalal's scathing words. She feels a knot form in her stomach, realizing that her initial response may have inadvertently offended him. She replays her email in her mind, trying to understand where she went wrong . The scene illustrates how poor email etiquette, including a perceived lack of empathy and understanding, can damage professional relationships and lead to the loss of valuable clients. Effective communication, especially in delicate situations, is crucial for maintaining trust and loyalty in business interactions.

12. Common challenges faced in Email Communication What went wrong in the above scenario ? In the above scenario, Lina's response to Mr. Jethalal's initial email lacked the level of empathy and urgency needed to address his concerns effectively . While Lina's intention was to reassure Mr. Jethalal and resolve the issue promptly, her response came across as impersonal and perhaps slightly dismissive. This led Mr. Jethalal to feel that his concern was not being taken seriously, ultimately causing him to become offended and question the store's commitment to customer service .

13. Common challenges faced in Email Communication Additionally, Lina's response may have been perceived as lacking in sincerity, which further added to Mr. Jethalal's frustration. His perception of the email as " lackluster " and indicative of the company's insincerity highlights the importance of tone and language in written communication, especially when dealing with sensitive customer inquiries. Overall, the miscommunication stemmed from a failure to convey empathy and understanding in Lina's initial response, which ultimately led to the deterioration of the professional relationship with Mr. Jethalal and the potential loss of his patronage.

14. Pre-assessment exercise Draft an email based on the given scenario. You have to draft any 1 out of the 2 scenarios. Scenario 1 You are a customer service representative at a diamond retail company called " TrendyWares ." A customer named Saroj has recently purchased a pair of earrings from your website, but upon receiving them, she noticed a defect in the screw on one of the earring. Saroj is disappointed with the quality and has sent an email to your customer service department expressing her concerns and requesting a resolution. Your task is to draft a response email addressing Saroj's complaint and offering a suitable resolution.   Scenario 2 You are a customer service representative at TrendyWares . A customer, Manoj, has recently received his order of a TrendyWares Limited edition Topaz ring in size 12. However, upon trying it on, he realized that the size is too small for him, and he would like to exchange it for a larger size. Manoj has sent an email to you (customer service department) requesting an exchange for the correct size. Your task is to draft a response email addressing Manoj's exchange request and providing instructions for the exchange process.      

15. CC vs BCC Instructions: For each scenario, participants will decide who should be CC'd and who should be BCC'd in the email, explaining their reasoning for each choice.

16. 1. Project Update: You're sending a weekly project update to your manager (To:). The team members working on the project are also informed (CC: or BCC:?). Why?     2. Meeting Reminder: You're reminding key team members about an upcoming meeting (To: or CC:?). You also want to invite a potential vendor who hasn't confirmed their attendance yet (CC: or BCC:?). Why?     3. Client Feedback: A client expressed concerns about your service in an email (To:). You want to keep your manager informed and involve a colleague who might have solutions (CC: or BCC:?). Why?  

17. 4. Company-Wide Announcement: You're announcing a new company policy to all employees (To: or CC:?). Why?     5. Performance Review Feedback: You're sending a performance review to your direct report (To:). Their manager might also benefit from the feedback (CC: or BCC:?). Why?      6. Requesting Information: You're emailing a colleague in another department (To:) to request specific information for a project. You also want to keep your manager updated on your progress (CC: or BCC:?). Why?

18. 7. Birthday Wishes: You're sending a birthday message to a coworker (To:). You want to include the entire team in a light-hearted way (CC: or BCC:?). Why?      8. Product Launch Announcement: You're announcing a new product launch to your existing customers (To:). You also want to include potential new clients you've been in contact with (CC: or BCC:?). Why?     9. Complaint Response: You're responding to a customer complaint (To:). You want to keep your customer service manager informed about the situation (CC: or BCC:?). Why?

19. 10. Brainstorming Session Invitation: You're inviting a group of colleagues to a brainstorming session (To: or CC:?). You also want to invite an external consultant you're considering hiring (CC: or BCC:?). Why?      11. Delegation of Tasks: You're delegating specific tasks within a project to a team member (To:). You want to keep the entire team informed about their individual responsibilities (CC: or BCC:?). Why?      12. Confidential Information: You're emailing sensitive company information to a specific colleague who needs it (To:). You don't want to reveal the information or the recipient's identity to anyone else (CC: or BCC:?). Why?  

20. Reply vs Reply all

21. A Reply is when your email goes to a single person -- either the person who sent the original email or the person who sent the last message in the thread you're responding to. Reply All is when you respond to everyone on the thread. Other recipients will see a message you Reply All to, whether they're in the "To" or "Cc" fields. Use Reply when you only want to send your message to a single person in an email thread -- either the original sender of the email or the last person to reply in the thread. Use Reply All when you want to respond to every contact on the thread.

22. To help you keep it all straight, here's a helpful list to refer to when deciding when to “Reply All”. If your response will impact at least 50% of the people on the chain. If others on the email will be confused if they don't see your response. If you're on an email with a small group of people working on the same project. If you think others on the chain might have the same question you have. If your manager solicits feedback from everyone on the email thread. If an email is addressed to you but only one person needs to know you responded, or if you know no one else will be confused if they don't see your response, go ahead and reply to one person . If your response will impact at least 50% of the people on the chain, if others will be confused by not seeing your response, or if others on the chain need to remain looped in, Reply All.

23. If a co-worker gets promoted and her boss sends a department-wide email with the news, reply directly to your colleague with congratulations . Similarly, if your CEO sends an email announcing the company crushed quarterly goals, there's no need to Reply All with a "Hooray!" or "Way to go, team!" If you have a question or comment for your CEO, reply directly to him or follow up on a separate chain . Reply All is helpful when you're on an email chain full of people working together on a project. Everyone has access to the same information, and you can see comments and updated in real time . If you're on an email chain where others might have a similar question or your manager solicits feedback from everyone in the group, you might have identified a scenario where Reply All would be appropriate . But please, spare your co-workers by resisting the urge to Reply All to your boss's "I'm on a leave tomorrow" email with, "Please take care/Enjoy/Take rest” .

24. Example 1: Customer Relations Scenario: A customer emails your support team with a question about a product feature. One of your support representatives, Anita, responds to the customer with the answer. However, instead of replying directly to the customer, Anita accidentally hits "Reply All," sending her response not only to the customer but also to the entire company mailing list. Consequence: Since the response was sent to the entire company mailing list, everyone in the company receives Anita's response, including sensitive information about the customer's query. This results in unnecessary email clutter for employees who are not involved in customer support and exposes the customer's question, potentially breaching their privacy. Additionally, it may create confusion among employees who wonder why they received the email, leading to wasted time and possible frustration among staff.

25. Example 2: Team or Manager Communication Scenario: You receive an email from your manager requesting an update on a project you're working on. You intend to reply only to your manager with the progress report. However, due to a slip of the mouse, you accidentally hit "Reply All" instead of "Reply," sending your response not only to your manager but also to all the team members involved in the project. Consequence: By sending the progress report to the entire team instead of just your manager, you inadvertently disclose sensitive project information to individuals who may not need to know the details. This breach of confidentiality could lead to misunderstandings or unnecessary discussions among team members, potentially affecting morale or causing delays in the project. Furthermore, it might undermine trust between you and your manager if they feel you're not exercising proper discretion in communication.

26. Email formatting tips

27. Use professional email address Think before you write. Stick to professional font ~ Times New Roman, Arial. No highlights, point 12 type font size. Never type your whole message in capitals. Capitals are considered 'SHOUTING' and rude. Use subject line to capture your reader’s attention. Short, accurate and clear. (This will give an idea about what the mail is about) Use proper salutations. Always open it with - If the name is known use --- Dear Mr/Mrs/ Ms. .. If the name is not known use --- Dear Sir/ Ma'am or To whom so ever it may concern, If the message is long, give a summary at the start .

28. Prioritize the most important information. This respects recipient’s time and makes purpose clear. It's a good idea to keep the mail length to about laptop or desktop screen size. You are accountable for what you write. Always write your messages as if your boss was going to read it. Your mail is your PR agent. It says a lot about you. Do not send angry messages. Cool - then type. Run a spell and grammar check over the message. Proof read your message - always reread before sending. Prevent premature sending. Avoid short forms and symbols like --- &, #, smileys etc. Send message only to those people who need to read it. Respect other people's time. Use 'CC' and 'BCC' sparingly . Business emails -- keep background white and text black. Use of bullet points makes the email look good and message conveyed clearly.

29. If the mail is not secure, please don't share passwords, account numbers, confidential information. Include necessary attachment. Mention it in the Letter body. Reduce file size. Use proper form of closing. Make sure to use full name, job title or other signature . Yours sincerely Yours cordially, Respectfully , Regards ,