MAIL MANAGEMENT

WHY EMAIL ETIQUETTE IS IMPORTANT

Professionalism Efficiency Protection

from liability

FOCUS ON 8 CS
Clarity Conciseness Correctness Completeness Consideration Courtesy Construction Common Tips

CLARITY - ENHANCES READABILITY

Shorten Sentences by creating one idea per sentence

Shorten Sentences by turning nouns into verbs Include examples and other visual aids when desirable

CLARITY
The Fog Factor This factor tells you whether your writing is communicating or is it foggy i.e. confusing. How to calculate Fog Factor Take a typical sample of about 100 to 200 words of your writing. Count the number of sentences. Count all the long words with 3 or more syllables, excluding proper nouns. Then apply the fog factor: Divide the number of long words by the number of sentences. Clear writing has a factor of less than 3. Above 3 is Distinctly Foggy.

CONCISENESS GET TO THE POINT

The KISS rule

Avoid repetition
Remove redundancies

A LEAVE APPLICATION

Dear Sir, My mother-in-law has expired and I m responsible for it. Please grant me ten days leave. Regards, N Narayan

CORRECTNESS

The Magic of Spells

Write Right
Without Punctuation, its difficult to read Plz Dont Abbrvt Do not write in CAPITALS

Font

Size & Font Colour

Verb Usage

COMPLETENESS

Answer all questions asked Check for the Five Ws - Who, What, When, Why, Where Use Facts & figures

CONSIDERATION

Use the YOU attitude Dont use that TONE with me Be Gender - Neutral

COURTESY

Mind your Ps & Qs Do not be over Courteous and Lame Omit expressions that irritate, or belittle

Apologize only when necessary

Like an arrow shot from a bow

POOR USAGE EXAMPLES

No subject line

CONSTRUCTION

Use a Descriptive & Catchy Subject Line

Greet Right
Keep a Pyramid Structure

Always Use your Signature

CONSTRUCTION
The Hot Potato Closing The hot potato or action item closing technique is a means of ending a letter with a clear understanding of what the next step is.

While concluding your email;

Mention clearly of your availability Give the reader a clear Dead Line

A CANDIDATES APPLICATION

Dear Sir,

This has reference to your advertisement calling for a typist and an accountant Male or FemaleAs I m both for the past several years and I can handle both; I m applying for the post.
Thanks & Regards, Ankit Agarwal

COMMON TIPS
Be very specific with the use of bold, italic or underline font style Paragraph and line spacing should be legitimate and visually appealing Read the email thrice before you send it Reply with original message only Use proper structure & layout. If multiple questions are asked in a mail, reply just beneath the right question and try to distinguish with font color Dont just forward a message, mention the course of action

COMMON TIPS

Request delivery and Read Receipts Use Follow Up Flags. Use CC: field sparingly

Use the Bcc: field while you do not want all addressee to know who all are being mailed the same matter When in Bcc, do not reply. They are sensitive mails Zip all Attachments. Large files use shared server or websites

COMMON TIPS
Don't reply to an email message when angry, as you may regret it later. Once the message has been sent, you will not be able to recover it Avoid religious, libelous, defamatory, offensive, racist, communal or obscene remarks Do not use email to discuss confidential information Do not use Jargons unless you know its meaning If an email discussion doesnt end in 1-2 replies and get the results that are necessary STOP

POOR USAGE EXAMPLES

Discussion that could have been done on the phone

TOWARDS A HELPFUL POSITIVE IMAGE

Positive language will more likely elicit cooperation rather than argument or confrontation Negative: We regret to inform you that we cannot process your application, since you have neglected to provide sufficient information. Please complete ALL sections of the attached form and return it to us. Positive: Congratulations on your decision to start a new business. To process your application we need some additional information. If you return the attached form, with highlighted areas, filled in, we will be able to process your application immediately. We wish you success in your new endeavour.

REMEMBER
DONT

ALWAYS USE OUTLOOK Just because email is easier, pick up the phone or meet in person. Dont hide behind your computer monitor! confrontation or disagreements do NOT get resolved in email

Constructive

QUESTIONS & COMMENTS

THANK YOU