Email Etiquette. Presenter: Thinh Nguyen. Outline. Email contents Crucial factors Body factors Ending factors Email Etiquette Manners Replies to Reminder & Priority If-then Review. Email Etiquette. What is Email Etiquette ?
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Presenter: Thinh Nguyen
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.
“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
1. Crucial factors:
- Recipients (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.
2. Body factors:
- Main points
- Other subjects in an email (if any)
- What to do (if any)
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.
What is the rule for how fast you should be responding to e-mails?
- Greetings and closings
- Abbr., bolded, ALL CAPS, colored text
"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”
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
E.g. 998877665544@….com, hairychest@….com, John_smith@….com (when your real name is David Jones)
- “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?”
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.
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: