Registered with Department of Charity Commissioner.

1. Email EtiquetteEmail Etiquette
WorkshopWorkshop
Your key to effective communication.Your key to effective communication.

2. Why is email etiquetteWhy is email etiquette
important?important?
 We all interact with the printed word asWe all interact with the printed word as
though it has a personality and thatthough it has a personality and that
personality makes positive and negativepersonality makes positive and negative
impressions upon us.impressions upon us.
 Without immediate feedback your documentWithout immediate feedback your document
can easily be misinterpreted by your reader,can easily be misinterpreted by your reader,
so it is crucial that you follow the basic rulesso it is crucial that you follow the basic rules
of etiquette to construct an appropriate tone.of etiquette to construct an appropriate tone.

3. The elements of emailThe elements of email
etiquetteetiquette
 General formatGeneral format
 Writing longWriting long
messagesmessages
 AttachmentsAttachments
 The curse ofThe curse of
surprisessurprises
 FlamingFlaming
 DeliveringDelivering
informationinformation
 Delivering bad newsDelivering bad news
 Electronic MailingElectronic Mailing
ListsLists

4. General Format: The BasicsGeneral Format: The Basics
 Write a salutation forWrite a salutation for
each new subject email.each new subject email.
 Try to keep the emailTry to keep the email
brief (one screenbrief (one screen
length).length).
 Return emails withinReturn emails within
the same time youthe same time you
would a phone call.would a phone call.
 Check for punctuation,Check for punctuation,
spelling, andspelling, and
grammatical errorsgrammatical errors
 Use caps only whenUse caps only when
appropriate.appropriate.
 Format your emailFormat your email
for plain text ratherfor plain text rather
than HTML.than HTML.
 Use a font that has aUse a font that has a
professional orprofessional or
neutral look.neutral look.

5. General Format: CharacterGeneral Format: Character
SpacingSpacing
 Try to keep your line length at 80 charactersTry to keep your line length at 80 characters
or less.or less.
 If your message is likely to be forwarded,If your message is likely to be forwarded,
keep it to 60 characters or less.keep it to 60 characters or less.
 Set your email preferences to automaticallySet your email preferences to automatically
wrap outgoing plain text messages.wrap outgoing plain text messages.

6. General Format: Lists andGeneral Format: Lists and
BulletsBullets
When you are writingWhen you are writing
directions or want todirections or want to
emphasizeemphasize
important points,important points,
number yournumber your
directions or bulletdirections or bullet
your main points.your main points.
For example,For example,
1)1) Place the paper inPlace the paper in
drawer A.drawer A.
2)2) Click the greenClick the green
“start” button.“start” button.
Another example,Another example,
• Improve customerImprove customer
satisfaction.satisfaction.
• EmpowerEmpower
employees.employees.

7. General Format: ToneGeneral Format: Tone
• Write in a positive toneWrite in a positive tone
““When you complete the report.”When you complete the report.” instead ofinstead of
“If you complete the report.”“If you complete the report.”
• Avoid negative words that begin with “un,Avoid negative words that begin with “un,
non, ex” or that end with “less”non, ex” or that end with “less” (useless,(useless,
non-existent, ex-employee, undecided).non-existent, ex-employee, undecided).
• Use contractions to add a friendly tone.Use contractions to add a friendly tone.
(don’t, won’t, can’t).(don’t, won’t, can’t).

8. AttachmentsAttachments
 When you are sending anWhen you are sending an
attachment tell yourattachment tell your
respondent what therespondent what the
name of the file is, whatname of the file is, what
program it is saved in,program it is saved in,
and the version of theand the version of the
program.program.
 ““This file is in MSWordThis file is in MSWord
2000 under the name2000 under the name
“LabFile.”“LabFile.”

9. When your message is longWhen your message is long
 Create an “elevator” summary.Create an “elevator” summary.
 Provide a table of contents on the first screenProvide a table of contents on the first screen
of your email.of your email.
 If you require a response from the readerIf you require a response from the reader
then be sure to request that response in thethen be sure to request that response in the
first paragraph of your email.first paragraph of your email.
 Create headings for each major section.Create headings for each major section.

10. Elevator Summary and TableElevator Summary and Table
of Contentsof Contents
 An elevator summaryAn elevator summary
should have all theshould have all the
main components ofmain components of
the email.the email.
““Our profit margin forOur profit margin for
the last quarter wentthe last quarter went
down 5%. As a result Idown 5%. As a result I
am proposing budgetam proposing budget
adjustment for theadjustment for the
following areas…”following areas…”
 Table of contentsTable of contents
““This email containsThis email contains
A. Budget projections forA. Budget projections for
the last quarterthe last quarter
B. Actual performance forB. Actual performance for
the last quarterthe last quarter
C. Adjustment proposalC. Adjustment proposal
D. Projected profitability”D. Projected profitability”

11. Delivering Information About Meetings,Delivering Information About Meetings,
Orientations, ProcessesOrientations, Processes
 Include an elevatorInclude an elevator
summary and table ofsummary and table of
contents with headings.contents with headings.
 Provide as muchProvide as much
information as possible.information as possible.
 Offer the reader anOffer the reader an
opportunity to receiveopportunity to receive
the information viathe information via
mail if the email is toomail if the email is too
confusing.confusing.

12. Delivering Bad NewsDelivering Bad News
 Deliver the news upDeliver the news up
front.front.
 Avoid blamingAvoid blaming
statements.statements.
 Avoid hedgingAvoid hedging
words or words thatwords or words that
sound ambiguous.sound ambiguous.
 Maintain a positiveMaintain a positive
resolve.resolve.

13. Delivering Bad NewsDelivering Bad News
Deliver the news up front:Deliver the news up front:
““We are unable to orderWe are unable to order
new computers thisnew computers this
quarter due to budgetquarter due to budget
cuts.”cuts.”
Avoid blaming:Avoid blaming:
““I think it will be hard toI think it will be hard to
recover from this, butrecover from this, but
what can I do to help?”what can I do to help?”
Avoid using “weaselAvoid using “weasel
words” or hedging:words” or hedging:
““Our pricing structureOur pricing structure
is outdated.”is outdated.”
More examples ofMore examples of
hedging are:hedging are:
Intents and purposesIntents and purposes
Possibly, most likelyPossibly, most likely
Perhaps, maybePerhaps, maybe

14. Writing a complaintWriting a complaint
• You should brieflyYou should briefly
state the history of thestate the history of the
problem to provideproblem to provide
context for yourcontext for your
reader.reader.
• Explain the attemptsExplain the attempts
you made previouslyyou made previously
to resolve the problem.to resolve the problem.
• Show why it is criticalShow why it is critical
for the problem to befor the problem to be
resolved by yourresolved by your
reader.reader.
• Offer suggestions onOffer suggestions on
ways you think it canways you think it can
be resolved or howbe resolved or how
you are willing to helpyou are willing to help
in the matter.in the matter.

15. Writing a complaintWriting a complaint
Briefly state the history:Briefly state the history:
““The current way weThe current way we
choose officers for ourchoose officers for our
organization is notorganization is not
democratic. As a result,democratic. As a result,
we have a popularitywe have a popularity
contest that does notcontest that does not
always get us the bestalways get us the best
candidates.”candidates.”
Show attempts made byShow attempts made by
you thus far toyou thus far to
resolve the issue:resolve the issue:
““I have offered twoI have offered two
alternatives for officeralternatives for officer
selection that stillselection that still
involves the votes ofinvolves the votes of
the members butthe members but
both have beenboth have been
rejected by therejected by the
executive board.”executive board.”

16. Writing a complaintWriting a complaint
Show why it is important for your reader to getShow why it is important for your reader to get
involved:involved:
““This is a problem for two reasons. First, I amThis is a problem for two reasons. First, I am
concerned that the executive board no longerconcerned that the executive board no longer
protects the interests of the organization and thatprotects the interests of the organization and that
their actions are not in keeping with the constitutiontheir actions are not in keeping with the constitution
of the organization.of the organization.
Second, there have been a number of complaints fromSecond, there have been a number of complaints from
the members who feel that their concerns andthe members who feel that their concerns and
preferences are not being addressed by the executivepreferences are not being addressed by the executive
board, which decreases morale and productivity.”board, which decreases morale and productivity.”

17. Writing a complaintWriting a complaint
Ask for help and offer a resolution:Ask for help and offer a resolution:
““Please let me know what other options I mayPlease let me know what other options I may
have overlooked. I am willing to meet withhave overlooked. I am willing to meet with
the department head and the executive boardthe department head and the executive board
to seek out a solution that is fair to theto seek out a solution that is fair to the
members and is good for the business of themembers and is good for the business of the
organizationorganization. ”. ”

18. Do not take your reader by surprise orDo not take your reader by surprise or
press them to the wallpress them to the wall
• Do not wait untilDo not wait until
the end of the day tothe end of the day to
introduce a problemintroduce a problem
or concern viaor concern via
memo or email.memo or email.
• Avoid writing aAvoid writing a
litany of concernslitany of concerns
that you have beenthat you have been
harboring for a longharboring for a long
period of time.period of time.

19. Flaming in emailsFlaming in emails
• Flaming is a virtualFlaming is a virtual
term for venting orterm for venting or
sendingsending
inflammatoryinflammatory
messages in email.messages in email.
• Avoid flamingAvoid flaming
because it tends tobecause it tends to
create a great deal ofcreate a great deal of
conflict that spiralsconflict that spirals
out of control.out of control.
• Flame fights are theFlame fights are the
equivalent of foodequivalent of food
fights and tend tofights and tend to
affect observers in aaffect observers in a
very negative way.very negative way.
• What you say cannotWhat you say cannot
be taken back; it is inbe taken back; it is in
black and white.black and white.

20. Keep flaming under controlKeep flaming under control
• Before you send anBefore you send an
email message, askemail message, ask
yourself, “would I sayyourself, “would I say
this to this person’sthis to this person’s
face?”face?”
• Calm down beforeCalm down before
responding to aresponding to a
message that offendsmessage that offends
you. Once you sendyou. Once you send
the message it is gone.the message it is gone.

Read your messageRead your message
twice before you sendtwice before you send
it and assume thatit and assume that
you may beyou may be
misinterpreted whenmisinterpreted when
proofreading.proofreading.

21. Responding to a flameResponding to a flame
 Empathize with theEmpathize with the
sender’s frustration andsender’s frustration and
tell them they are right iftell them they are right if
that is truethat is true
 If you feel you are right,If you feel you are right,
thank them for bringingthank them for bringing
the matter to yourthe matter to your
attentionattention
 Explain what led to theExplain what led to the
problem in questionproblem in question
 Avoid getting boggedAvoid getting bogged
down by details anddown by details and
minor argumentsminor arguments
 If you are aware that theIf you are aware that the
situation is in thesituation is in the
process of beingprocess of being
resolved let the readerresolved let the reader
know at the top of theknow at the top of the
responseresponse
 Apologize if necessaryApologize if necessary

22. When Email Won’t WorkWhen Email Won’t Work
 There are times when youThere are times when you
need to take yourneed to take your
discussion out of thediscussion out of the
virtual world and make avirtual world and make a
phone call.phone call.
 If things become veryIf things become very
heated, a lot ofheated, a lot of
misunderstanding occurs,misunderstanding occurs,
or when you areor when you are
delivering very delicatedelivering very delicate
news then the best way isnews then the best way is
still face-to face.still face-to face.

23. About Us
Federation of Consumers is a Non-Profit-Non-Governmental organization (NGO),
Registered with Department of Charity Commissioner. Federation of Consumers is one of
the apex organizations of the consumers in the country and founded with motive to
eliminate all possible forms of consumer exploitation. Federation plays a vital role in the
growth of consumerism in our country. Organization specializes in attending all types of
consumer issues that affect common man’s life. It has programs aimed at the general
public promoting consumer rights and overall dispersion of information regarding
consumer safety. Federation today help consumers through different modes such as
education, training, awareness seminars & programs, developing IEC (Information,
Education and Communication) materials, networking, advocacy and lobbying and follow-
up action. Federation of Consumers is dedicated to protecting consumer interests through
consumer research, campaigns through media, creation/monitoring/enforcement of
effective consumer laws, consumer advocacy and information dissemination.
visit us @: www.federationofconsumers.org
Contact us @: federationofconsumers@gmail.com
Be with us in twitter: https://twitter.com/fedconsumers
Join us face to face us in facebook: http://www.facebook.com/federationofconsumers