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Email Etiquette 
Workshop 
Your key to effective 
communication.
Why is email etiquette 
important? 
 We all interact with the printed word as 
though it has a personality and that 
personality makes positive and negative 
impressions upon 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.
The elements of email 
etiquette 
 General format 
 Writing long 
messages 
 Attachments 
 The curse of 
surprises 
 Flaming 
 Delivering 
information 
 Delivering bad 
news 
 Electronic Mailing 
Lists
General Format: The 
Basics 
 Write a salutation for 
each new subject 
email. 
 Try to keep the 
email brief (one 
screen length). 
 Return emails within 
the same time you 
would a phone call. 
 Check for 
punctuation, 
spelling, and 
 Use caps only 
when appropriate. 
 Format your email 
for plain text 
rather than 
HTML. 
 Use a font that 
has a 
professional or 
neutral look.
General Format: Character 
Spacing 
 Try to keep your line length at 80 
characters or less. 
 If your message is likely to be 
forwarded, keep it to 60 characters or 
less. 
 Set your email preferences to 
automatically wrap outgoing plain text 
messages.
General Format: Lists and 
Bullets 
When you are 
writing directions 
or want to 
emphasize 
important points, 
number your 
directions or 
bullet your main 
points. 
For example, 
1) Place the paper 
in drawer A. 
2) Click the green 
“start” button. 
Another example, 
• Improve 
customer 
satisfaction. 
• Empower
General Format: Tone 
• 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 contractions to add a friendly tone. 
(don’t, won’t, can’t).
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. 
 “This file is in 
MSWord 2000 under 
the name “LabFile.”
When your message is 
long 
 Create an “elevator” summary. 
 Provide a table of contents on the first 
screen of your email. 
 If you require a response from the 
reader then be sure to request that 
response in the first paragraph of your 
email. 
 Create headings for each major section.
Elevator Summary and 
Table of Contents 
 An elevator 
summary should 
have all the main 
components of the 
email. 
“Our profit margin for 
the last quarter went 
down 5%. As a 
result I am proposing 
budget adjustment 
for the following 
 Table of contents 
“This email contains 
A. Budget projections 
for the last quarter 
B. Actual performance 
for the last quarter 
C. Adjustment proposal 
D. Projected 
profitability”
Delivering Information About 
Meetings, Orientations, Processes 
 Include an elevator 
summary and table 
of contents with 
headings. 
 Provide as much 
information as 
possible. 
 Offer the reader an 
opportunity to 
receive the 
information via mail 
if the email is too
Delivering Bad News 
 Deliver the news 
up front. 
 Avoid blaming 
statements. 
 Avoid hedging 
words or words 
that sound 
ambiguous. 
 Maintain a 
positive resolve.
Delivering Bad News 
Deliver the news up 
front: 
“We are unable to 
order new computers 
this quarter due to 
budget cuts.” 
Avoid blaming: 
“I think it will be hard to 
recover from this, but 
what can I do to 
help?” 
Avoid using “weasel 
words” or 
hedging: 
“Our pricing 
structure is 
outdated.” 
More examples of 
hedging are: 
Intents and 
purposes 
Possibly, most 
likely
Writing a complaint 
• You should briefly 
state the history of 
the problem to 
provide context for 
your reader. 
• Explain the 
attempts you made 
previously to 
resolve the 
problem. 
• Show why it is 
critical for the 
problem to be 
resolved by your 
reader. 
• Offer suggestions 
on ways you think it 
can be resolved or 
how you are willing 
to help in the 
matter.
Writing a complaint 
Briefly state the 
history: 
“The current way we 
choose officers for 
our organization is 
not democratic. As a 
result, we have a 
popularity contest 
that does not always 
get us the best 
candidates.” 
Show attempts made 
by you thus far to 
resolve the issue: 
“I have offered two 
alternatives for 
officer selection 
that still involves 
the votes of the 
members but both 
have been rejected 
by the executive
Writing a complaint 
Show why it is important for your reader to get 
involved: 
“This is a problem for two reasons. First, I am 
concerned that the executive board no longer 
protects the interests of the organization and 
that their actions are not in keeping with the 
constitution of the organization. 
Second, there have been a number of 
complaints from the members who feel that 
their concerns and preferences are not being 
addressed by the executive board, which 
decreases morale and productivity.”
Writing a complaint 
Ask for help and offer a resolution: 
“Please let me know what other options I 
may have overlooked. I am willing to 
meet with the department head and the 
executive board to seek out a solution 
that is fair to the members and is good 
for the business of the organization. ”
Do not take your reader by surprise 
or press them to the wall 
• Do not wait until 
the end of the day 
to introduce a 
problem or 
concern via 
memo or email. 
• Avoid writing a 
litany of concerns 
that you have 
been harboring 
for a long period
Flaming in emails 
• Flaming is a virtual 
term for venting or 
sending 
inflammatory 
messages in 
email. 
• Avoid flaming 
because it tends 
to create a great 
deal of conflict that 
spirals out of 
• Flame fights are 
the equivalent of 
food fights and 
tend to affect 
observers in a very 
negative way. 
• What you say 
cannot be taken 
back; it is in black 
and white.
Keep flaming under control 
• Before you send an 
email message, ask 
yourself, “would I say 
this to this person’s 
face?” 
• Calm down before 
responding to a 
message that 
offends you. Once 
you send the 
message it is gone. 
 Read your 
message twice 
before you send it 
and assume that 
you may be 
misinterpreted 
when proofreading.
Responding to a flame 
 Empathize with the 
sender’s frustration 
and tell them they are 
right if that is true 
 If you feel you are 
right, thank them for 
bringing the matter to 
your attention 
 Explain what led to 
the problem in 
question 
 Avoid getting bogged 
down by details and 
minor arguments 
 If you are aware that 
the situation is in the 
process of being 
resolved let the 
reader know at the 
top of the response 
 Apologize if 
necessary
When Email Won’t Work 
 There are times when 
you need to take your 
discussion out of the 
virtual world and make 
a phone call. 
 If things become very 
heated, a lot of 
misunderstanding 
occurs, or when you 
are delivering very 
delicate news then the 
best way is still face-to 
face.
About us 
Federation of Industries is a Non-Profit-Non-Governmental organization (NGO), 
Registered with Department of Charity Commissioner. Federation of Industries 
offers its members a podium to collectively present their ideas, voice concern and 
offer suggestions on relevant issues. Federation is deeply committed to support its 
membership to increase competitiveness, enhance efficiency, improve productivity, 
and ensure growth and prosperity. It is also an representative body of Micro, Small 
and Medium Enterprises (MSMEs). Federation of Industries motto is to create an 
enabling environment for the development of MSMEs in today’s ever changing and 
extremely competitive industrial scenario. It does so with the aim to assist the 
membership to become cost effective, technology driven, and ever responsive to 
customers’ changing needs. It interacts with the policy authorities and industry 
associations to develop and maintain harmonious and conducive business 
conditions. 
visit us @: www.federationofindustries.org 
Contact us @: federationofindustries@gmail.com 
Be with us in twitter: https://twitter.com/fedindustries 
Join us face to face us in 
facebook: http://www.facebook.com/federationofindustries

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E mail writing-ettiquettes_146 21

  • 1. Email Etiquette Workshop Your key to effective communication.
  • 2. Why is email etiquette important?  We all interact with the printed word as though it has a personality and that personality makes positive and negative impressions upon 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.
  • 3. The elements of email etiquette  General format  Writing long messages  Attachments  The curse of surprises  Flaming  Delivering information  Delivering bad news  Electronic Mailing Lists
  • 4. General Format: The Basics  Write a salutation for each new subject email.  Try to keep the email brief (one screen length).  Return emails within the same time you would a phone call.  Check for punctuation, spelling, and  Use caps only when appropriate.  Format your email for plain text rather than HTML.  Use a font that has a professional or neutral look.
  • 5. General Format: Character Spacing  Try to keep your line length at 80 characters or less.  If your message is likely to be forwarded, keep it to 60 characters or less.  Set your email preferences to automatically wrap outgoing plain text messages.
  • 6. General Format: Lists and Bullets When you are writing directions or want to emphasize important points, number your directions or bullet your main points. For example, 1) Place the paper in drawer A. 2) Click the green “start” button. Another example, • Improve customer satisfaction. • Empower
  • 7. General Format: Tone • 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 contractions to add a friendly tone. (don’t, won’t, can’t).
  • 8. 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.  “This file is in MSWord 2000 under the name “LabFile.”
  • 9. When your message is long  Create an “elevator” summary.  Provide a table of contents on the first screen of your email.  If you require a response from the reader then be sure to request that response in the first paragraph of your email.  Create headings for each major section.
  • 10. Elevator Summary and Table of Contents  An elevator summary should have all the main components of the email. “Our profit margin for the last quarter went down 5%. As a result I am proposing budget adjustment for the following  Table of contents “This email contains A. Budget projections for the last quarter B. Actual performance for the last quarter C. Adjustment proposal D. Projected profitability”
  • 11. Delivering Information About Meetings, Orientations, Processes  Include an elevator summary and table of contents with headings.  Provide as much information as possible.  Offer the reader an opportunity to receive the information via mail if the email is too
  • 12. Delivering Bad News  Deliver the news up front.  Avoid blaming statements.  Avoid hedging words or words that sound ambiguous.  Maintain a positive resolve.
  • 13. Delivering Bad News Deliver the news up front: “We are unable to order new computers this quarter due to budget cuts.” Avoid blaming: “I think it will be hard to recover from this, but what can I do to help?” Avoid using “weasel words” or hedging: “Our pricing structure is outdated.” More examples of hedging are: Intents and purposes Possibly, most likely
  • 14. Writing a complaint • You should briefly state the history of the problem to provide context for your reader. • Explain the attempts you made previously to resolve the problem. • Show why it is critical for the problem to be resolved by your reader. • Offer suggestions on ways you think it can be resolved or how you are willing to help in the matter.
  • 15. Writing a complaint Briefly state the history: “The current way we choose officers for our organization is not democratic. As a result, we have a popularity contest that does not always get us the best candidates.” Show attempts made by you thus far to resolve the issue: “I have offered two alternatives for officer selection that still involves the votes of the members but both have been rejected by the executive
  • 16. Writing a complaint Show why it is important for your reader to get involved: “This is a problem for two reasons. First, I am concerned that the executive board no longer protects the interests of the organization and that their actions are not in keeping with the constitution of the organization. Second, there have been a number of complaints from the members who feel that their concerns and preferences are not being addressed by the executive board, which decreases morale and productivity.”
  • 17. Writing a complaint Ask for help and offer a resolution: “Please let me know what other options I may have overlooked. I am willing to meet with the department head and the executive board to seek out a solution that is fair to the members and is good for the business of the organization. ”
  • 18. Do not take your reader by surprise or press them to the wall • Do not wait until the end of the day to introduce a problem or concern via memo or email. • Avoid writing a litany of concerns that you have been harboring for a long period
  • 19. Flaming in emails • Flaming is a virtual term for venting or sending inflammatory messages in email. • Avoid flaming because it tends to create a great deal of conflict that spirals out of • Flame fights are the equivalent of food fights and tend to affect observers in a very negative way. • What you say cannot be taken back; it is in black and white.
  • 20. Keep flaming under control • Before you send an email message, ask yourself, “would I say this to this person’s face?” • Calm down before responding to a message that offends you. Once you send the message it is gone.  Read your message twice before you send it and assume that you may be misinterpreted when proofreading.
  • 21. Responding to a flame  Empathize with the sender’s frustration and tell them they are right if that is true  If you feel you are right, thank them for bringing the matter to your attention  Explain what led to the problem in question  Avoid getting bogged down by details and minor arguments  If you are aware that the situation is in the process of being resolved let the reader know at the top of the response  Apologize if necessary
  • 22. When Email Won’t Work  There are times when you need to take your discussion out of the virtual world and make a phone call.  If things become very heated, a lot of misunderstanding occurs, or when you are delivering very delicate news then the best way is still face-to face.
  • 23. About us Federation of Industries is a Non-Profit-Non-Governmental organization (NGO), Registered with Department of Charity Commissioner. Federation of Industries offers its members a podium to collectively present their ideas, voice concern and offer suggestions on relevant issues. Federation is deeply committed to support its membership to increase competitiveness, enhance efficiency, improve productivity, and ensure growth and prosperity. It is also an representative body of Micro, Small and Medium Enterprises (MSMEs). Federation of Industries motto is to create an enabling environment for the development of MSMEs in today’s ever changing and extremely competitive industrial scenario. It does so with the aim to assist the membership to become cost effective, technology driven, and ever responsive to customers’ changing needs. It interacts with the policy authorities and industry associations to develop and maintain harmonious and conducive business conditions. visit us @: www.federationofindustries.org Contact us @: federationofindustries@gmail.com Be with us in twitter: https://twitter.com/fedindustries Join us face to face us in facebook: http://www.facebook.com/federationofindustries