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Email Etiquette PG PDF
Email Etiquette PG PDF
Participant's Guide
Information Technology Industry Development Agency Information Technology Institute
Table of Contents
Introduction ..................................................................................................................................... 4
Email Etiquette................................................................................................................................ 6
Introduction
Communication in BPO field is not limited to voice communication only but simultaneously, as
an agent, you reply to emails of customers’ queries, solve problems, support information, or
propose a product promotion. Thus, email is playing a crucial role as a means of communication
in BPO. Therefore, you will study different types of emails, their importance, as well as special
tips and helpful notes on what is necessary and professional when delivering a specific message.
Module Objectives
WIIFM
Email Etiquette
What is Communication?
The transfer of ideas, emotions, thoughts and opinions from the sender to the receiver in such a
way, that the receiver understands them in the same meaning that the sender wishes to
communicate.
Verbal Communication:
Verbal communication is generally defined as spoken language. Some of the key components of
verbal communication are sounds, words, speaking, and language.
Non-Verbal Communication:
Email:
The system for using computers to send messages over the Internet; ‘Email’ is an abbreviation
for Electronic Mail. The name explains it all. In this era, it is one of the most efficient, reliable
and fastest modes of communication.
Individuals, communities and organizations use emails extensively for their day-to-day
communications.
Advantage: the email is between a number of recipients and nobody else can look at it
Disadvantage: if the email gets hacked, the confidentiality will be exposed
Written is also considered a disadvantage as it lacks the human element, for example tone
of voice.
It offers some guidelines that all writers can use to facilitate better
communication between themselves and their readers.
Informal Emails:
These are emails that are written mostly for personal communication. In companies, this form of
email writing is not encouraged, especially while interacting with customers.
Hey Dude,
How r u doin man ? Hwz life goin ? Don’t see u much on facebook lately. did u hear about my
engagement.
C Ya!
Yehia
Formal Emails:
Emails typed and sent for business or professional purposes are formal emails. These emails are
typed with special care, giving attention to every detail like the subject of the email, the use of
address field, the format of the email, etc.
This is to inform you that the interest on your home loan (Ref: XXXXX) has
been increased by 2% per year, starting from 1st July, 2012. The changes
have been made in response to the ongoing mortgage crisis.
A mail communicating the same has been dispatched. For any query or for
further information, please feel free to contact us on any of our toll free
numbers mentioned below.
Thank you
Structure of an Email
First Party - “To”: The addresses in the 'To' are for the people you are directly
addressing.
Second Party – “Cc”: "Cc" is short for "carbon copy" or "courtesy copy". The
addresses in the 'Cc' are for the people you are indirectly addressing. The recipients in the
cc field are usually not expected to undertake any action, the message is sent to them for
their own information only.
Note: When you send a message to more than one address using the Cc: field, both the
original recipient and all the recipients of the carbon copies see the To: and Cc: fields
including all the addresses in them.
Third Party – “Bcc”: The long version of "Bcc" is "blind carbon copy". The Bcc: field
helps you deal with the problems created by Cc:. as it is the case with Cc: a copy of the
message goes to every single email address appearing in the Bcc: field.
The difference is that neither the Bcc: field itself nor the email addresses in it appear in
any of the copies (and not in the message sent to the person in the To: field, either).
The only recipient address that will be visible to all recipients is the one in the “To:”
field.
Note: Addressing more than four recipients at one time is not advisable.
This is the area where most of us could do better. Many of your correspondents are faced
with large numbers of Emails when they check their inboxes.
You need to make your message stand out and make it easy for the person to decide when to
read your message. A good subject line also makes it easier to locate you message later.
It is the headline (think newspaper). It is arguably the most important line you write in an
email.
Ensuring your email is opened by using a good choice of wording in subject line.
Choosing words that are meaningful, clear, concise, descriptive, and conveying interest.
Summarizing message, allowing readers to see at a glance what the message is about.
Making it easy for recipients to triage your e-mail and find it later.
Restricting yourself to one subject per message.
Avoiding ‘important’ or ‘urgent’; readers usually ignore such overused signals, instead
provide enough description that the reader understands the urgency of the message.
Examples of Subject:
3. Greeting:
Whenever we meet someone or pick up the phone, don’t we say hello or hi? It is this
elementary courtesy that must be extended even while communicating via email. Hence, we
must ensure that we begin any such communication with a greeting or salutation.
WIIFM
Dear Reader: Dear Reader, Dear Ms. Reader: Dear Mr. and Mrs. Reader: Dear Sir or
Madam: Hi, Reader, Reader,
The standard way to open a business mail is with Dear, the person's name (with or
without a title), and a colon, like this:
Dear Louise: Dear Ms. Chu: Dear Mr. and Dr. Paige: Dear Professor Amato: Dear
Patrick:
Note: If you do not know the reader well or if the mail or the relationship is formal, use a
title and a last name (Dear Ms. Brown). Otherwise, use the first name (Dear Gila).
Unless you are certain that a woman prefers Miss or Mrs., use the title Ms.
If you are writing to two people, use both names in your salutation, like this:
Dear Mr. Trujillo and Ms. Donne: Dear Alex and Drenda:
If you do not know a person's gender, use the full name rather than a title:
Dear Dana Simms: Dear T.K. Spinazola:
If you are writing to a company rather than any specific individual, use the company
name:
Dear Syntax Training: (This is considered slightly informal.)
Note: With every new email you have to write a new salutation, even if it is for the same
person
4. Opening:
Examples:
Note: Rapport building statements may be inappropriate in some situations, like complain
and resignation emails
5. Lead-ins:
Use the lead in of a similarly to a headline, to save readers valuable time. Help your readers
ascertain the message without reading the entire email. They can easily skim through to find
supporting details that pertain to them.
For example, an interoffice memorandum may begin, “Our fourth-quarter sales have
increased by 55 percent over the previous year.” Follow this statement with ancillary data,
such as how the feat was achieved, who is responsible for the success or how this will
positively affect the firm.
Examples:
To confirm an agreement:
“I am happy to write to confirm our agreement about the summer workshop.”
To provide a reference:
“Sallie Dell has asked me to provide information to you in support of her job application,
and I am pleased to do so.”
To share information:
“I received some important information from Dr. Owens, and I believe it will be useful to
you as you analyze the marketing data.”
To explain a change in policy:
“Because we value our relationship with you, I wanted to personally explain a new
policy we will implement in February.”
To request:
“I am applying for graduate schools in marine biology, and I would be very grateful if
you would write a Mail of reference for me.”
To deny a request:
“Thank you for writing to ask about attending the conference in Baltimore. I wish I could
approve your request.”
To respond to a job advertisement:
“I fully meet or exceed the requirements of the Business Analyst III position, and I am
pleased to apply for it.”
To report on a site visit:
“Suzanne Villarreal and Dale Cunningham visited the site on January 12, and they were
very impressed with your safety program and hazardous materials policies. This Mail
covers their observations. “
To apologize:
“Please accept my apology for missing the meeting yesterday. I am very sorry that I was
unable to attend.”
To congratulate:
“Congratulations on successfully passing your bar exam. You are now officially an
attorney!”
They get to the point. Each one answers the reader's question "What's this about?"
Captures readers' attention and motivates them to read on.
They are concise.
They contain positive language: thank you, please, contributing, happy, pleased,
congratulations, grateful, successfully, impressed, etc.
The purpose of your email text or body is to convey a message to your addressees as quickly
and clearly as possible.
Emails should not be heavily worded, as much as possible. On the other hand, if the quantity
of information is huge, we should arrange the information in a simple and comprehensible
manner.
Organizing the main points of discussion by numbering/bulleting makes it possible for the
writer to compress long sentences and paragraphs into four or five bullet points, this makes it
easier for the recipient to follow.
A Table of Contents:
The writer (of a long email) does the reader a great favor by providing a table or a list which
includes all the points that are further written about in your email. Just like the summary, the
table of contents should be provided at the onset of the message.
7. Closing Statement:
The closing should continue the "line" of your e-mail and add a little flourish of feeling to
wrap everything up. You can conclude your email in the closing statement or close up with a
call of action.
Example:
Looking forward to ...
Thank you for ...
Please contact me if you ...
8. Signature:
Complimentary closing:
Those are the phrases that come before the signature in a mail.
Example:
Very truly yours,
Respectfully,
Sincerely yours,
Sincerely,
Best regards,
Regards,
Signature:
There are many ways you can format your email signature, and while one may not be perfect
in all situations, there are some universal guidelines that can help you create a signature that
is professional, easy to digest and informative.
Keep it as short as you can while providing all of the information you deem most
important (four lines is the accepted standard).
Remember that simple plain text is best; skip colors, special fonts and graphics.
Avoid including multiple phone numbers and email addresses. Pick your contact
preference and get rid of the rest.
Only include IM details and Skype account information if you want to be contacted that
way by anyone who sees your message.
Skip your mailing address — not every recipient wants or should have access to that
information.
Include links to your most important social media profiles, only if they are appropriate.
Include your email address. You cannot rely on various email clients to include header
information in replies and forwards.
Example:
John Smith
President | Top Web Design USA
555-555-5555 | john@johnsmith.com | http://www.websiteurl.com
Twitter: http://twitter.com/twittername | LinkedIn: http://linkedin.com/in/linkedinname
Types of Business
E-Mails
Acceptance Mail:
Acceptance mails are a professional way to respond to an organization that offers you an open
position. Your acceptance mail should state your intention to accept their position and also
reiterate different aspects of the job offer, such as: salary amount, benefits, work schedule, and
the day you will begin working for the company.
Example:
“I am very happy to hear that you have chosen me for your management position at Company
ABC. Please consider this mail as my official acceptance.”
Acknowledgement Mail:
An acknowledgment mail is very useful in confirming that you have received a mail,
communicating important information, assuring a client that you have received his/her request,
expressing appreciation for an invitation, recognizing achievements or accomplishments and
building goodwill and trust.
Example:
“Thank you for your recent application for the above position. We will be back in touch as soon
as we have reviewed all applications and have further feedback. “
Application Mail:
A mail of application, also known as a cover mail, is a document sent with your resume to
provide additional information on your skills and experience. A mail of application typically
provides detailed information on why are you are qualified for the job you are applying for.
Effective application mails explain the reasons for your interest in the specific organization and
identify your most relevant skills or experiences.
Your application mail should let the employer know what position you are applying for, why the
employer should select you for an interview, and how you will follow-up.
First Paragraph: Why you are writing - mention the job you are applying for and where you
found the listing.
Middle Paragraph(s): What you have to offer the employer - mention why your skills and
experience are a good fit for the job.
Last Paragraph: Say thank you to the hiring manager for considering you and note how you
will follow up.
Example:
“I am writing to apply for the programmer position advertised in the Times Union”
Inquiry Mail:
An inquiry mail, also known as a prospecting mail or mail of interest, is sent to companies that
may be hiring, but have not advertised job openings. Inquiry mails should contain information on
why the company interests you and why your skills and experience would be an asset to the
company. Also provide information on how you will follow up and your contact information.
Example:
“I am interested in finance and I would like to inquire about positions at ABD Company.”
Complaint Mail:
A complaint mail requests some sort of compensation for defective or damaged merchandise or
for inadequate or delayed services. The essential rule in writing a complaint mail is to maintain
your poise and diplomacy, no matter how justified your gripe is. Avoid making the recipient an
adversary.
Example:
“I am disappointed because your product has not performed as it should because the battery
breaks down frequently.”
Adjustment Mail:
Replies to complaint mails, often called mails of "adjustment," must be handled carefully when
the requested compensation cannot be granted. Refusal of compensation tests your diplomacy
and tact as a writer.
Example:
“We would like to apologize for the problem we have caused because of our mistake regarding
your order last March 28, 2012.”
Reference Mail:
Mails of reference include character reference mails and employment reference mails. Typically
"mails of reference" are addressed to "Whom It May Concern" or "Dear Sir/Madam".
Example:
“I've been Joe employee’s manager at XYZ Company since 1997, and even promoted Joe to the
role of senior software engineer last year.”
Refusal Mail:
A refusal mail is a negative response to either an invitation or a job offer. Its objective is to
notify the reader of a decision to decline.
Example:
“Thank you for your employment offer for the position of Sales Manager with EquiServe. I am
unable to accept the offer since I have accepted a similar position with another company.”
Resignation Mail:
Resignation mail provides official notice that you are terminating your employment with the
company.
Note: It is always better to resign in person, and then follow up with a formal resignation
mail/letter for your employment file.
Example:
“Please accept this mail as my notice of resignation, effective Jan, 2, 2009. This was not an easy
decision to make. I am grateful for the rewarding employment I have had with Mina Co. After
much consideration, though, I have accepted a position with another company.”
Characteristics High-
Impact Emails
Messages should be concise and to the point. Think of it as a telephone conversation, except you
are typing instead of speaking. Nobody has ever won a Pulitzer Prize for a telephone
conversation nor will they win one for an e-mail message.
It is also important to remember that some people receive hundreds of e-mail messages a day, so
the last thing they want to see is a message from someone who thinks he/she is the next Dickens.
The shorter the sentence, the easier it is to understand, an email can read well if short sentences
follow long sentences, and vice versa.
Example:
Dear Personnel Director: Dear Personnel Director:
On April 12, I received a Would you verify the
phone call from Ms. Sara employment of Ms. Sara
Jacob from Kampala, who Get to the Point Jacob? She was a data entry
was once a data entry clerk clerk in your Kampala
in your Kampala office. office. (fill in the details)
She was under the direct
supervision of.....
Do not feel compelled to use bigger words or more complex sentences. Emails may undergo a lot
of “back and forth” without reaching anywhere if the responses are not clear.
Example:
Organization of Content:
Tone of Message:
Tone in writing refers to the writer’s attitude toward the reader and the subject of the message.
The overall tone of a written message affects the reader just as one’s tone of voice affects the
listener in everyday exchanges.
A business writer should consider the tone of their message, whether they are writing a memo,
letter, report, email, or any type of business document.
Write in a positive tone: Example “when you complete the report” instead of “if you
complete the report”.
Avoid negative words that begin with “un, non, ex” or that end with “less” (useless,
non-existent, ex-employee, undecided).
Powerful words to remember to use: “please” and “thank you”.
Stress the benefits for the reader.
Remember:
It is easy to change your tone when you are speaking. When you are writing, it is very hard to do
so.
Use the following questions to determine the appropriate tone for your message.
Example 1:
From: H. Honcho
Clients will be visiting next week. Halter tops and jeans will not make the right
impression. It is time you start dressing for the office instead of the beach. Leave your
flip-flops at home!
Example 2:
From: H. Honcho
During the summer, our dress code is business casual. We think “business casual” means
clothes that feel comfortable and look professional.
Men Women
Proof reading:
Sending an e-mail without proofreading is like shooting a gun without aiming! Don’t forget the
rules of grammar and punctuation.
Re-read your email aloud, reading every word. Doing so will help you find errors as well
as sentences that do not make perfect sense.
Be sure to read the entire message before responding
Before clicking "Send", check the "To" line and your greeting.
Run a spell check when you complete your message.
Check for punctuation, spelling and grammatical errors.
To keep such errors to a minimum, we must try and refrain from creating long sentences.
Use easy to read – plain text.
Using all caps or all bold mails is considered “yelling”
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.
Ex: “This file is in MSWord 2000 under the name “Lab File.”
Timely responses:
Apart from affecting the smooth running of business, not responding to mails on time is rude and
a proof of one’s indifferent, lax or even callous attitude. At the end of the day, we work with
humans, not machines. We must acknowledge the sender’s message immediately and if
responding at that point in time is not possible, we should let the other person know that we
would send the response a little later.
How good is a phone call when you answer it… after the phone stops ringing??
Address only those people who need to be addressed; “Reply All” should be used carefully.
Remember to keep a safe 60 – 80 character length of your sentences
Run a “spell check”
Re – read the entire mail and check your message for grammatical or logic errors
Email Do's:
Email Don’ts: