Effective Emailing

Presban
 Email etiquette
 We interact more and more with the
written word all the time
 With the world getting closer people are
going physically away from each other.
 immediate feedback are important.
Email Becomes 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
 Some basic E-Mail Tips
 Be Concise and to the point.
 Answer all Questions.

 Use proper spelling, grammar & punctuation.

 Make it personal.

 Use templates for frequently used responses.

 Answer swiftly.

 Do not attach unnecessary files.

 Be concise and to the point: Do not make an e-
mail longer than it needs to be.
 Answer all questions: An email reply must
answer all questions, which will not only save
yours and you customer’s time but also your
customer will be impressed with your efficient
service.
 Use proper spelling, grammar & punctuation:
Improper spelling, grammar and punctuation
give a bad impression of your company, it is also
important for conveying the message properly.
 Make it personal: Not only should the e-mail be
personally addressed, it should also include
personal i.e. customized content.
 Use Smart Subject Lines

 All messages should have clear and

specific “Subject 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)]
Poor Usage Examples

No subject line
Poor Usage

Action required and key points are

hidden in the 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 - do so!
 Type (EOM) at the end of the subject line.
EOM means “end of message”
 Write For Action
 In the first 1-3 lines of your email,
specify what this email is about.
 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
 Think Before You Click
 Don’t automatically “REPLY TO ALL”.
 Take one last look at your distribution list –
is this email necessary for all recipients.
 Once the email discussion goes beyond 2-3
replies anyway, it’s time to pick up the
phone
 Reducing the Load
 Overloaded – system & recipient
 Use text messages every time you can
 For Status Reports, Meeting Minutes, Trip
Reports, Simple Proposals
 Use formatted documents when necessary
 Spreadsheets, presentations, formal documents
 Stop replies before they start
 If a reply is not required, end your message with
“(Reply Not Necessary)”
Quality Communications

 If an email discussion doesn’t end in

1-2 replies and get the results that are
necessary – STOP
 Ask yourself, are you sharing
expertise, or just venting
 Constructive confrontation or
disagreements do NOT get resolved
in email
 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, 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.g. ‘u’ instead of
‘you’, ‘y’ instead of ‘why’, ‘r’ instead of ‘are’, etc)
 General Tips
 Write a clear subject line
 Try to keep the email brief (one screen length).
 Check for punctuation, spelling, and grammatical
errors.
 Use a font that has a professional or neutral look.
 Include a closing with your name 
 Use caps when appropriate.
 Avoid text-message-type (ex. R U 4getting s/thing?).
 Format your email for plain text rather than HTML.
 General Tips
 When you are writing directions or want to
emphasize important points, number your
directions or bullet your main points. 

 For example,
 Place the paper in drawer A.
 Click the green “start” button.
 Another example,
 I have a couple of questions:
 How can we improve customer satisfaction?
 Will the proposal empower employees?
 General Tips
 Write in a positive tone
 “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).
  Use smiles, winks ;), and other graphical symbols
only when appropriate.
 Use contractions to add a friendly tone. (don’t, won’t,
can’t). 
 When you are sending an attachment tell your
respondent what the name of the file is, what program
it is saved in.
Subject: need 3 mobile phone models by Tues

Hi Kris,
I need three mobile phone models for Thursday's demo in Chennai. They
need to be all touch screen and black and silver, and they need to
be packed by Tuesday night.
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Subject: Re: need 3 Mobile Phone models by Tues

Hey Jyoti - I've got two Mobile Phone Models – touch screen – black and
silver - already packed from last week's demo, but I don't have
another one right now. Can you cope with two touch screen and one of
other type?
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Subject: URGENT: need 3 Mobile Phone models

Hello all,
I've *got* to have another mobile phone model for the Boston demo, and
I need it by tomorrow afternoon. Jyoti has only two, and I've got to
have three. if anyone have one in their desk somewhere, I'd really
appreciate it!
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Subject: FYI: donuts in break room

Hello all,
The donut fairy left a dozen doughnuts in the downstairs break room. First come,
first served!
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Subject: information

Hi Kris,

Please send me information about UIUC.

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Subject: UIUC history

Hi Kris,
Are there any Web pages about the history of the U of I?

By the way, did you get the three mobile phone models you needed last week?
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YES
 Thank You

For Listening!!