Email Etiquette

1. Email Etiquette Presenter: Thinh Nguyen

2. Outline • Email contents • Crucial factors • Body factors • Ending factors • Email Etiquette • Manners • Replies to • Reminder & Priority • If-then • Review

3. Email Etiquette • What is Email Etiquette? • Is the proper behaviors, or manners used in emails, the common sense when writing emails. • Are rules for how to communicate appropriately and respectfully online. Why does it matter? - Helps you make a good impression. - Is a part of succeeding on the job. - Makes it more likely that you'll get the response you want.

4. “There are four ways, and only four ways, in which we have contact with the world. We are evaluated and classified by these four contacts: what we do, how we look, what we say, and how we say it.” ~ Dale Carnegie (1888-1955) American Educator

5. Outline • Email contents • Crucial factors • Body factors • Ending factors • Email Etiquette • Manners • Replies to • Reminder & Priority • If-then • Review

6. Email contents 1. Crucial factors: - Recipients (To, CC and/or BCC) - Subject - Attachments

7. Email contents(To, CC, and/or BCC) The message directly affects me. You require action from me. You want to inform me about the message, but I am not directly involved, and I do not need to act or reply to the message. I can see To and CC recipients, but they cannot see me or my email address.

8. Email contents(Subject and Attachments) • Subject line: • Should be clear, concise and to the point. • Should be reasonably simple and descriptive of what you have written about. • Attachments: • Pay attention to file types, size. • Mention attachments in the email. • Should we compress the attachments?

9. Email contents 2. Body factors: - Main points - Other subjects in an email (if any) - What to do (if any)

10. Email contents • 3. Ending factors: • Post Scripts • Signature

11. Sample Email Message SUBJECT: Technical Reporting - Memo Question Dear Ms. Bong, I am a student in your technical Reporting class, and I am confused about today's homework assignment. I would appreciate it if you could explain what you mean by an "incident report." Is there a place in the textbook where I can find an example? Thank you very much for your help. Sincerely, Jim Jim Smith Jim.Smith@abc.edu 123-456-7890

12. Outline • Email contents • Crucial factors • Body factors • Ending factors • Email Etiquette • Manners • Replies to • Reminder & Priority • If-then • Review

13. Email Etiquette • Manners • Timely manner • Writing manner • Impression • Replies To • Reminder & Priority • If-Then

14. Email Etiquette(Timely Manner) What is the rule for how fast you should be responding to e-mails? • As soon as you can. • Use an “out of office” reply when necessary.

15. Email Etiquette(Writing Manner) - Greetings and closings - Abbr., bolded, ALL CAPS, colored text • Spelling and grammar • Content’s clarity (including Subject line)

16. Email Etiquette(Writing Manner – Greetings and Closings)

17. Email Etiquette(Writing Manner – Abbr., bolded, all caps, colored)

18. Email Etiquette(Writing Manner – Spelling and grammar) "We plan to sue your business.“ or "We plan to use your business.“ “irecieved the fax today and will drop it by your desk in the am ttys, john” or “I received the fax today and will drop it by your desk in the morning. — John”

19. Email Etiquette(Writing Manner – Content’s clarity) E.g.: "Time division multiplexed systems are basically much simpler, the combination and separation of channels being affected by timing circuits rather than by filters and inter-channel interference is less dependent on system non-linearities, due to the fact that only one channel is using the common communication medium at any instant.” Quoted from National Society of Accountants - Customer Service for Dummies, Second Edition IDG Books

20. Email Etiquette(Impression) • Email address can make quite a first impression. E.g. 998877665544@….com, hairychest@….com,  John_smith@….com (when your real name is David Jones) • Spelling Names incorrectly. • Message Recall. • It is better just to send an email to say that you have made a mistake.  • Send an email when you are angry.

21. Email Etiquette(Replies to)

22. Email Etiquette(Reminder and Priority) Reminder: • Remind some one on a request/question which has not been replied. • Notify some one when something is changed and you are no longer/now in charge. • Priority: • Figure out prioritization of emails to reply. • Prioritize contents basing on their importance.

23. Etiquette(If-Then) E.g.: • “If you have completed the task, then please confirm that via e-mail. If not, then please estimate when you expect to finish.” - “I can meet at 10:00 a.m., 11:00 a.m. or 2:00 p.m. Will one of those times work? If not, would you please reply with three times that would work for you?”

24. Customer Service Email Etiquette Respond to all requests ASAP — no later than the same day. Address the customer’s concerns or questions point-by-point to make sure all the bases are covered. Point the customer to URLs within your Web site that offer the information they seek, if appropriate, for future reference. Always include a pleasant greeting and thank the customer for emailing you.

26. References Special thanks to Ms.Trinh Le for the support and advice during the making of this presentation. Information, including texts and images, used in this presentation is from: • National Society of Accountants - Customer Service for Dummies, Second Edition IDG Books • michaelhyatt.com/e-mail-etiquette-101.html • multivu.prnewswire.com • http://www.netmanners.com/category/email-etiquette-articles/ • jnsa.org • This presentation is for educational purpose only.