Effective Email Guidelines

Himanshu Dhaga (Manager Training)

Contents 
        

Email Has Become Ineffective Poor Usage Examples Use Smart Subject Lines Think Before You Click Write for Action Reducing the Load Quality Communications Recommended Standards General Tips Call to Action

Email Has Become Ineffective  It¶s a double-edged problem  Too many messages are floating around  Half are unnecessary  The other half are ineffective  Fixing the problem lies on our shoulders .

Poor Usage Examples No subject line .

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

I will be accessible via cell or pager listed belowThanks Misusing the global distribution list . 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.Poor Usage -----Original Message----From: Sent: Monday.

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

Use Smart Subject Lines  All messages should have clear and specific ³Subject Lines´ that  describes the message content  specifies if there are any actions required & due dates  mentions clearly who the message is for  Subject Line Template: TAG description [actions] [due date] [(EOM)] .

do so!  Type (EOM) at the end of the subject line. EOM means ³end of message´ .Use Smart Subject Lines  If you can type your entire message in the subject line and don¶t need to write anything in the body of the message .

 Take one last look at your distribution list ± is this email necessary for all recipients.Think Before You Click  Don¶t automatically ³REPLY TO ALL´.  Once the email discussion goes beyond 2-3 replies anyway. it¶s time to pick up the phone .

specify what this email is about.Write For Action  In the first 1-3 lines of your email.  Does it include action required?  Does it require a reply back by a certain date?  What information is contained that the reader will find necessary for their job?  Use the To: and Cc: addresses appropriately .

Reducing the Load  Overloaded ± system & recipient  Use text messages every time you can  Status Reports. presentations. Trip Reports. Simple Proposals  Use formatted documents when necessary  Spreadsheets. Meeting Minutes. end your message with ³(Reply Not Necessary)´ . formal documents  Stop replies before they start  If a reply is not required.

Quality Communications  Email is not the right communication tool when ³quick response´ is needed  Use email to convey non-sensitive or non-emotional information .

Quality Communications  If an email discussion doesn¶t end in 1-2 replies and get the results that are necessary ± STOP  Ask yourself. or just venting  Constructive confrontation or disagreements do NOT get resolved in email . are you sharing expertise.

Need immediate attention .New/modified meetings .Need information.Needs action . assistance with a problem .Just for your information .Forward to your respective group(s) . either way . read me first .Stop everything.Recommended Standards Recommended Subject Line Tags:  URG  HOT  RSP  MTG  FWD  HLP  FYI  ACT .Need you to respond.

with the EOM tag . short messages should be written in the subject line. Only "Reply to All" when absolutely necessary  PowerPoint Files: Zip all attachments.Recommended Standards Rules:  No outlook templates or ³pretty stationary" when sending/replying messages  Reply to sender only. Large files. use shared server or websites  When possible.

This gives a negative connotation (looks like you are yelling those words) .Recommended Standards Rules:  No discussions in email. When people start "talking" in email. please stop  Carbon Copy your manager if you really need to  Do not use UPPER case alphabets unless using it as a title.

General Tips  Use Follow Up Flags.  While forwarding the message delete the list of email addresses if not necessary  If you see someone else practicing bad email etiquette  send a friendly note and ask them to correct it .  If you find you are on a distribution list you don¶t need to be on  send a note to the originator to be removed.  If you get involved in an email discussion that you don¶t need to be in  ask to be taken off the distribution.

General Tips Incoming Email Tips:  Process your email in batches  Don¶t overreact to nuance in email .

µu¶ instead of µyou¶. µy¶ instead of µwhy¶.g.General Tips Font:  Use standard font throughout the message content  Avoid colored fonts in a professional email  Be very specific with the use of bold. µr¶ instead of µare¶. italic or underline font style  Keep the size of the font visible and constant  Paragraph and line spacing should be legitimate and visually appealing  Avoid short forms or slang (e. etc) .

With reference to the below mentioned mail.Examples From: Sent: To: Subject: XYZ Monday. Regards. January 08. XYZ . the issue to a higher level. I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail. With reference to the below mentioned mail. I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. 2001 5:46 PM ABC Information Dear Sir.

I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. Regards. I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail.Examples From: Sent: To: Subject: XYZ Monday. With reference to the below mentioned mail. 2001 5:46 PM ABC Information Dear Sir. I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. XYZ . I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail. January 08.

I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. With reference to the below mentioned mail. I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail. Regards. January 08. 2001 5:46 PM ABC Information Dear Sir.Examples From: Sent: To: Subject: XYZ Monday. XYZ . I would like to mention here that the required action was taken long back and HENCE THERE WAS NO NEED TO ESCALATE THE ISSUE TO A HIGHER LEVEL WITH REFERENCE TO THE BELOW MENTIONED mail.

With reference to the below mentioned mail. 2001 5:46 PM ABC Information . I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. XYZ XYZ Monday. I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. With reference to the below mentioned mail. I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail.Examples From: Sent: To: Subject: Dear Sir. I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. January 08. Regards.

Call to Action  Implement these guidelines in your own email usage  It¶s got to start with you  Take this presentation to your staff and request that they implement the guidelines .

Thank You Himanshu Dhaga (Manager Training) .

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