EMAIL ETIQUETTE &

FORMATTING
Presented by Fook-Lein Chen
Objectives
• Understand the difference between Phone and Email communication

• What is Email Etiquette?

• Importance of an email

• Parts of an email

• Language Usage

• Do’s and Don’ts of Email Etiquette

• Checklist
Phone vs. Email
PHONE EMAIL
Voice Non-Voice

Instant Solutions Can take time

Requires ready answers Allows time for research

Tone of voice can communicate a lot Needs precise vocabulary and

more with words language

Requires on-the-spot explanation(s) Can have links and screen shots for
additional help
What is Email Etiquette?
• Etiquette is defined as the rules governing socially
acceptable behavior

• Applied to email – ‘virtual’ behavior

• We all interact with the printed word as though it has a

personality, and that personality makes positive or
negatives impressions on 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
Email Etiquette
• Why is it important?

• Prompt

• Direct

• Without interruptions
Email Etiquette
• Why do we need to implement etiquette?

• Professionalism
• By using email language Amazon will convey a professional image

• Efficiency
• Emails that get to the point are much more effective than poorly worded
emails

• Protection from liability

• Employee awareness of email risk will protect from costly law suits
PARTS OF AN EMAIL
Parts of an Email
• Subject Line
• Write a clear subject line – Leave Application, Approval for access, Image updation,
etc.

• Greeting/Salutation (Left Indentation)

• Dear Mr. Jones
• Dear James
Use title and last name only for Sellers mention distinguished titles
• Doctor / Hon. / etc. (last name)

• Body (Left Indentation)

• Try to keep the email brief – one screen length in paragraph style
• Ask yourself:
• What does the Seller want?
• What has he/she asked for?
• Will he/she need more than has been expected
Parts of an Email
• Closing (Left Indentation)
• This will depend on the tone of the Seller writing to us –
• For Angry Sellers – We appreciate your patience and co-operation in this matter
• For Worried Sellers – I hope we were able to put your mind at ease with the information
provided
• For Sellers that do not have extreme emotional tones – Have a great day and thank you for
selling on Amazon

• Signature (Left Indentation)

Regards,
Joel Waters
Amazon
Seller Support Associate
www.amazon.com

Your signature should include your full name, company name, position (if applicable),
website
LANGUAGE USAGE
Language Usage
• Addressing
• Dear Mr. / Ms. / Mrs. Ann

• Previous referencing
• Thank you for your email of…
• Further to your last email…
• I apologize for not getting in touch with you earlier.

• Purpose
• I am writing in connection with…
• I am writing in regard to…
• In reply to your email, here are…
• We would like to point out that…
• I’m writing to arrange a time for a call back. What time would be convenient for
you?
Language Usage
• Furnishing information
• I’m writing to let you know that…
• We are able to confirm that…
• I am delighted to tell you that…
• We regret to inform you that…

• Attachment(s) to Email
• Attached is the screen shot of…
• I’m sending you (mention the document) as a PDF file (mention the
type of file)
Language Usage
• Seeking information
• Could you give me some information about…
• I would like to know…
• Please send me/us…
• I’d be grateful if you could…
• I wonder if you could…
• Thank you in advance for your help in this matter.

• Promising Action
• I will…
• I’ll investigate the matter / (mention the investigating team) will
investigate this matter and we’ll get back to you shortly (or mention time
frame)
• I will contact you again shortly.
Language Usage
• Being firm while negotiating
• I understand what you’re saying about (the issue/problem
statement)… but…

• Offering help
• For future reference please click on the link below that will take you
through the required steps

• Concluding / Closing comments

• I hope this clarifies the situation
• Thank you for selling on Amazon
Activity
Rephrase the following –
• I did give you the right information. As mentioned in our
previous interaction, please follow the steps mentioned.
• I will get your request processed.

• I understand your issue. Please click on the self help link

below. It will help you with your issue.
• (Mention your comprehension of the problem statement). For
more information and future reference please click on the ‘self
help’ link below:
Activity
• Apologies. This issue will be handled by another team. Someone
from another department will get in touch with you sometime.
Have a nice day!
• The concern you’ve written in with is handled by the (mention
the department). I have gone ahead and transferred your case
to the appropriate department. Be rest assured they’ll get in
touch with you shortly.

• As requested, your account has been closed. It is no longer

accessible by you or anyone else.
Thank you for selling with Amazon.
• As requested, we have closed your Seller account. However, we do
hope to see you sell again soon at Amazon.com.
Thank you for selling on Amazon.
DO’S AND DON’TS
Don’ts
• Wordiness – long winding sentences
• Jargon – process terminologies
• Acronyms
• Giving out personal information
• !!!
• ???
• DON’T SHOUT! CAPITAL LETTERS ARE ANGRY AND
LOUD!!!
• Emoticons -  
• Multiple fonts
Do’s
• Read the Seller’s email carefully
• Check that names are spelt correctly when responding
• Spellcheck
• Proof-read
• Always respond in a timely manner
• Use a standard font and size
• Font – Arial or Times New Roman
• Size of font – minimum 10 or maximum 12
• Use correct punctuation and capitalization
• Use ‘Cc:’ sparingly
• ‘To:’ is for those who need to respond directly
• Clear and precise subject line
• Always use ‘Bcc:’ when forwarding
CHECK LIST
Check List
• Read carefully
• Organize logically
• Ensure your message is clear and answers all questions
• Keep it simple (language)
• Be professional (personalize)
• Check you grammar and punctuation
• Be careful to chose the right words (vocabulary)
• Pay attention to formatting (spacing one paragraph from
another)
• Always proofread before sending mail
• Keep templates handy but don’t rely on them (Blurbs)
• Stick to the point but take opportunities to add value
QUESTIONS?