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It is an efficient communication system that helps business

writers send quick messages. It is a special business writing
channel that needs to be separated from other business writing
By the end of this course, we will learn the following:
1. Who should receive it VS. Who shouldnt receive it.
2. What to send VS. What not to send.
3. When to use VS. When not to use.
4. Why to use VS. Why not to use.
5. How to use VS. How not to use.
An effective email requires as much effort to plan, compose and
revise as much as any other business communication channel.
Some of the common email mistakes are:
1. Mechanical mistakes.
2. Not-reader friendly.
3. Sent to wrong people.
4. Negative/offensive tone.
The points to be kept in mind while planning for an email are:
1. First determine what types of messages are best sent
through email.
2. Then determine who should receive the email and ensure
that everyone who needs the information has access to it.
3. The timing of the email plays an important role too.








4. The purpose of the email should be clear. It should be either
to keep the reader in the loop or requiring the reader to take
some action.

5. Think of the best way to present the information. This

involves thinking of a clear complete subject line.
Once the purpose is strongly identified, then a strong message
needs to follow, one that is personalized; uses language familiar
to the recipient and is easy to read.
It is very important to proof read the email to make sure that any
mistakes such as incorrect facts or numbers, spelling and






unattached attachments, etc. can be avoided.

The characteristics of an effective email are:
1. Sent at the right time.
2. Sent to the right people (only those who actually need the

Clear purpose Update or action required.
Clear subject.
Clear introduction.
Free of errors.

Many companies, departments, teams or a group of people have

their own email lists which enable multiple recipients to receive
the same message.
Be sure that the people on your list want to receive the
newsletters or messages that you send otherwise you may get
marked as spam.
Some of the concerns of sending email to multiple people are:
1. Sending email to the wrong recipients.
2. Replying all unnecessarily. Reply only to the original sender
if everyone is not required to know the information. Use
Reply All only when everyone on the list needs your

3. Forwarding sensitive information.

Determining the right time to send an email should be a decision
rather than an automatic reflex.
An email may be considered on time if it shows up in the
receivers inbox by the deadline. It has met its legal obligation.
The timing of your email can influence the value and impact of
your message.
Send the email at the right time to increase its chance of being
read and to the give your readers information when they need it.
Generally more than a quarter of the emails are opened between
8 a.m. 9 a.m. and 3 p.m. 4 p.m. So these are considered the
prime times for sending an email.
The prime time for email varies among readers and companies.
Ask your clients or readers the time they prefer to receive email.
Email should never be the channel for giving bad news.
Avoid misinformation or rumours by sharing information at the
right time.
Readers perceive tone in email messages in the following way:
1. Readers will analyse their relationship with the writer.
2. Readers will analyse the email wording and formatting.
Dont use all capitals. Dont use excessive punctuation. Use
emoticons sparingly.
Email is not the correct channel for every message.

The purpose of the email can be determined by asking yourself

the following questions:
1. Do I need to share information with multiple people?
- The purpose here is to provide information quickly and
2. Do I need a record of sending the email or of the response?
- The purpose is to have a record to share with others. Also

as a trail to protect yourself later on.

Also could serve the purpose to have an easily accessible

3. Do I need to send this at a convenient time for everyone?
- The purpose is to eliminate problems with time zones,
work hours, or availability.
4. Would a hard copy be a waste of resources?
5. Do I need to increase business?
- The purpose is to market and advertise.
Dont use email to avoid sensitive conversations; to look busy; to
use statements against others or to let others know that
someone is being reprimanded.
The subject line should be clear, complete and focused.
Limit the email to one topic.
Avoid slang/ abbreviations and clutter.
The content should be organized and of appropriate length.

To understand your reader, you should know:

1. What level of formality is expected?
2. What will be their reaction?
3. When and how often do they check email?

Before sending the message, check for omitted words, wrong

words, typos and correct information.

Use CC and BCC very cautiously. CC is used when you want to

inform the recipients about something and dont require them to
take any action. BCC is used to hide the recipients email
addresses while informing them.
Points to consider while forwarding a message:
1. Think before forwarding a message.
2. Forward only the portion that applies to your reader.
3. Tell the reader why you are sending the message.
4. Get permission before forwarding a private message.

Consider taking a conversation offline if:

1. The message is long, complex, or additional discussion is
2. The information is confidential.
3. The situation is emotionally charged or someone could
misunderstand your tone.
4. You sense the discussion is starting to deteriorate.
Add the attachment before composing the message in order to
avoid forgetting to attach a file.

Points to consider while attaching a file:

1. Did you attach the file?
2. Did you attach the right file?
3. Can your recipient open the file?
4. Is the file too large?
5. Is it virus free?
General etiquette tips:
1. Respond to the messages you receive. Acknowledge with a
quick response.
2. Include the readers name and your name. Include an
appropriate complimentary close.
3. Set an out-of-office alert when necessary.
4. Use high importance flags sparingly.
5. Review all emails before responding.