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    Email is now the
    dominant method of
    communicating in
    business. It is quick,
    inexpensive, flexible
    and convenient
But it could be a time-bomb

                USE WITH CARE….
Business eMail
It isn’t IM or a chat room
               Business eMail
 Business    eMail communication tips
     it is not the same as talking in a chat room or
      informally with friends
     include full name in body of email
     provide a Subject/Description that is clear and
     pay attention to coherence
 Attaching    a file
           Business eMail

What is a Good Business eMail?
A good business email is one that can
clearly and effectively deliver your
intention, meaning, background/or
reason … without ambiguity.
                Business eMail
 It is professional communication
 It is professional writing
      Shorter
      Less formal (but not informal)
      It can make-or-break all else you do
 It   can be effective
      If the employer accepts/likes this form of
              Business eMail
 Whatis the company policy for email
 usage on-the-job?
     Monitored?
     Archived
     Abuse is cause for termination
               Business eMail
Why are good business writing skills
1.Employers may see your writing more than they
 see you.
2.Good writing skills show that you really care.
3.Good writing skills contribute more forcefully to
4.Good writing skills reduce risk of damaging a
 relationship and fosters good relationships with
            The Benefits (email)
   Can be sent and received any time
   Very time effective, can be sent and received
    within seconds
   Cost effective -- no paper, no stamps, no
    costs -- yet(?)
   Allows for direct access to others
   Messages can be saved and stored
    The Benefits               (email) cont...

 Convenient for communicating with people in
  different places and different time zones
 Easier to communicate with people who
  understand written English but don’t speak it well
 Excellent mechanism for follow-up or action
  items after a meeting
        The Challenges (email)
 Not everyone has an email account or
  access to email at all times
 Email etiquette -- no standards -- people
  make up own styles, can be very
 Email is not confidential -- emails can
  be obtained from central network even if
  deleted from personal computers
       The Challenges (email)

   Email is too often used to distribute
    inappropriate material, such as racial and
    gender jokes

   Email is too often used to avoid
    confrontation and can be easily
The Challenges              (email)      cont...

     Email is often sent out without re-reading,
      proof-reading and other standards applied to
      written communications. We press the send
      button too soon…

     Emails can be forwarded and sent to others
      without the author’s approval or knowledge
     The Challenges (email) cont...

   Emails are often casual and informal -- this can
    create a potential hazard

   Senders often assume that email is read
    immediately which can create problems
            Do’s and Don’ts (email)
 DO -- always begin your email with a salutation
  and the person’s name -- a date is a good idea
  as well
 DO -- always close the email with a closing
  sentence and your name
 DO -- in the subject line write a brief and clear
  reference to your topic
    Do’s and Don’ts (email) cont...
 DO -- consider the order of the recipients -- be
  sensitive to organizational hierarchy
 DO -- limit the number of attachments
 DO -- consider the purpose of the email -- why is
  it being written in the first place?
 DO -- consider alternatives -- phone, voice mail,
  note, etc. can be more appropriate
Do’s and Don’ts (email) cont...
 DON’T   -- Send the entire email when
  replying. Only send the part that is
 DON’T -- Be too blunt -- email is the
  coldest form of communications. Watch
  the tone. Be friendly but polite
 DON’T -- Write an email longer than two
  screens -- it probably won’t be read
    Do’s and Don’ts (email) cont...
 DON’T -- use “CAPS” for emphasis in the body
  of the email. It looks and “sounds” angry
 DON’T -- use an automatic signature with every
  email. Use only in your initial email, not when
  replying to a message
The biggest difference in the
    quality of your email
 messages is made by you
       Why is email etiquette
 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    Flaming
 Writing long      Delivering information
  messages          Delivering bad news
 Attachments       Electronic Mailing
 The curse of       Lists
    General Format: The Basics
   Write a salutation for          Use caps when
    each new subject email.          appropriate.
   Try to keep the email           Format your email for
    brief (one screen length).       plain text rather than
   Return emails within the         HTML.
    same time you would a
    phone call.                     Use a font that has a
   Check for punctuation,           professional or neutral
    spelling, and grammatical        look.
    General Format: Lists and
When you are writing     For example,
 directions or want to   1) Place the paper in
 emphasize important        drawer A.
 points, number your     2) Click the green
 directions or bullet       “start” button.
 your main points.       Another example,
                         • Improve customer
                         • Empower
       General Format: Tone
•   Write in a positive tone •      Use smiles , winks ;),
    “When you complete the          and other graphical
    report.” instead of “If you     symbols only when
    complete the report.”           appropriate.

•   Avoid negative words        •   Use contractions to add a
    that begin with “un, non,       friendly tone.
    ex” or that end with            (don’t, won’t, can’t).
    “less” (useless, non-
    existent, ex-employee,
General Format: Addresses
              Avoid sending emails
               to more than four
               addresses at once.
              Instead, create a
               mailing list so that
               readers do not have
               to scroll too much
               before getting to the
               actual message.
         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

         “This file is in MSWord
          2000 under the name
      General Tips for Electronic
            Mailing Lists
   Avoid discussing private concerns and issues.

   It is okay to address someone directly on the list. Ex, “Hi
    Leslie, regarding your question”

   Change the subject heading to match the content of your

   When conflict arises on the list speak in person with the
    one with whom you are in conflict.
        Delivering Bad News
 Deliver the news up
 Avoid blaming
 Avoid hedging words
  or words that sound
 Maintain a positive
          Delivering Bad News
Deliver the news up           Avoid using “weasel
   front:                       words” or hedging:
“We are unable to order       “Our pricing structure is
   new computers this           outdated.”
   quarter due to budget      More examples of
   cuts.”                       hedging are:
                              Intents and purposes
Avoid blaming:
                              Possibly, most likely
“I think it will be hard to
                              Perhaps, maybe
   recover from this, but
   what can I do to
        Writing a complaint
• You should briefly       • Show why it is critical
  state the history of the   for the problem to be
  problem to provide         resolved by your
  context for your           reader.
  reader.                  • Offer suggestions on
• Explain the attempts       ways you think it can
  you made previously        be resolved or how
  to resolve the             you are willing to help
  problem.                   in the matter.
           Writing a complaint
Briefly state the history: Show attempts made by
“The current way we           you thus far to resolve
                              the issue:
  choose officers for
  our organization is not  “I have offered two
                              alternatives for officer
  democratic. As a            selection that still
  result, we have a           involves the votes of
  popularity contest that     the members but both
  does not always get         have been rejected by
  us the best                 the executive board.”
            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 of
Taking Professors and TAs By

 Be sure you have
  permission to
  communicate with your
  professors via email.
 Complaints about grades
  and projects should
  generally be discussed in
 Post your concerns or
  questions in a timely
             Flaming in emails
•   Flaming is a virtual     • Flame fights are the
    term for venting or        equivalent of food
    sending inflammatory       fights and tend to
    messages in email.         affect observers in a
•   Avoid flaming              very negative way.
    because it tends to      • What you say cannot
    create a great deal of     be taken back; it is in
    conflict that spirals      black and white.
    out of control.
    Keep flaming under control
• Before you send an          Read your message
  email message, ask           twice before you send
  yourself, “would I say       it and assume that
  this to this person’s        you may be
                               misinterpreted when
• Calm down before
  responding to a
  message that offends
  you. Once you send
  the message it is
     When you need to flame

 There are times when
  you may need to blow   Here’s a way to flame:
  off some steam.        Flame On
 Remember your
                         Your message
  audience and your
  situation before       Flame Off
  sending the email.
       Responding to a flame
 Empathize with the        Avoid getting bogged
  sender’s frustration       down by details and
  and tell them they are     minor arguments
  right if that is true     If you are aware that
 If you feel you are        the situation is in the
  right, thank them for      process of being
  bringing the matter to     resolved let the
  your attention             reader know at the
 Explain what led to        top of the response
  the problem in            Apologize if
  question                   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.

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