Corporate E-mail Etiquettes Presented by – Amit Dharmani Chief Editor- Amita Desai

1. Corporate E-mail Etiquettes Presented by – Amit Dharmani Chief Editor- Amita Desai

2. Introduction… We at Amita Desai & Co., a firm of Company Secretaries, Mumbai provide various legal and secretarial services to clients across India in matters relating to • Corporate Compliances wrt Companies Act, FEMA and Securities Law ; • Company Secretarial work ; • Corporate Governance ; • Corporate Restructuring ( like Merger ) ; • Drafting of various agreements, ESOP plans etc. ; • FEMA compliances ; • Specific services to start up venture.

3. Why Email Etiquette is important in business or practice as legal person • Most of us in the business world use emails as the main, and in some cases the only, means of written communication. • Here are some general tipswe would like to share with you to ensure that your email writing skills are up to standard.

4. Parts of your email • 1. Address To , CC and BCC • 2. Subject Line • 3. Text of your message • 4. Attachment Note that all parts of your email are very important . If you forget to attach it shows that you are inattentive or you are not taking this email communication to reader casually.

5. Fundamental understanding 1. Start your email reply with thanks 2. Mention what exactly you want to communicate 3. Mention what exactly you want reader to do and be brief. Remember reader is not CS or legal person so make him understand what is expected from him. 4. Remember to say thank you and please and mean it .

6. Fundamental understanding 5. To avoid back and forth and save time, anticipate the possible response and ask for the next requirement. If you want to know whether the company ahs paid any loan to the Director, don’t ask just the question , ask , if so please forward us the ledger of the same to save time. 6. Don’t use emotionally charged comments by email 7. Don’t use multiple color in email. Chances are high that reader will not review it properly.

7. Fundamental understanding 8. Include an accurate follow up statement like (a) I will send you the required details or (b) we will wait for your approval or (iii) if you have any query do let us know etc. 9. Use professional closing like Thanking you, yours sincerely. 10. Signature line should be short in small fonts with name of the person, company name , address, contact details, email address, website etc.

8. Fundamental understanding Lastly, before you hit the send button ensure: (i) Clarity of message (ii) No ambiguity to reader (iii) Length of you email (iv) Attachments and file name (v) Spell check the text message (vi) Professional closing

9. Quick Responses • The golden rule for email is to reply within 24 hours, and preferably within the same working day. • If your response email is complicated, just send an email confirming receipt and letting them know that you will get back to them. • Official email response should not be with emotions ,excuse or blames. Put forward your point and in case of any other communication better to have a call.

10. Golden Rule for official email • Always use polite and friendly tone • In certain matter if you have to be firm, still use the soft tone, in email one cannot see the other face to face so it is better to use soft polite language but be firm in your requirement. • Email drafting is also an art and one should have better command on language In doubt always take help of synonymous word.

11. Meaningful Subject Line • Try to use a subject that is meaningful to the recipient as well as yourself- you can mention the company name and the purpose of email or form name(if any). • It also makes it easier to search for old emails when the subject line is relevant and specific.

12. Don’t use “Reply to All” • Only use Reply to All if you really need your message to be seen by each person who received the original message. • However, if communication is vital between all parties in an email thread, use the Reply to All to keep everyone in the loop. • Sending off irrelevant or unnecessary replies to everyone on the list is just annoying and confusing.

13. Use of BCC options Some people put all the email addresses in the To: field. There are two drawbacks to doing that: • The recipient knows that you have sent the same message to a large number of recipients. • You are publicizing someone else's email address without their permission.

14. General rule KISS Test -Keep It Short and Simple • Don’t make your email look like a essay with long sentence without any full stop and using too many legal jargons. It is good to use complex and compound-complex sentences, but ensure that they are easy to understand. • Never write what you translate from your own language. This can often lead to confusing sentences. • A popular rule that you could adapt is to use the KISS Test – Keep It Short and Simple.

15. Don’t leave the message Thread Don’t use every time fresh mail or new mail, instead try to habit reply on the same mail, it saves the recipient and our time looking for the related emails in their inbox.

16. Write your content meaningfully • If you are citing any Para of any section or any case law in your email, mention as QUOTE and then write it in italics, and after that Para is over again say UNQUOTE and write in normal. • Ideally your email text should be in proper paragraph and point wise • If you want some action from client side , break it in each point , to enable them to reply on each point. • Writing email point wise will help to communicate with them over phone also citing each point and action taken on it.

17. Few example – content language • Informal – Thanks for emailing me on 15th August Formal – Thank you for your email dated 15th August • Informal – Sorry, I can’t make it.Formal – I am afraid I will not be able to attend or make it • Informal – Can you…?Formal – I was wondering if you could….? • Some emails to colleagues can be informal if you have a long working relationship and know them well. This is the style that is closest to speech, so there are often everyday words and conversational expressions that can be used. For instance, ‘Don’t forget',' Catch you later’, ‘Cheers’. • The reader may also accept or overlook minor grammatical errors in informal emails. However, if the email is going to a client or senior colleague, bad grammar and an over-friendly writing style will most probably not be acceptable.

18. Few example – content language • In some cultures, it is common practice to be very direct in email correspondence. However, this can cause a problem if you’re writing to someone in another country and in a language that is not your mother tongue. They might find your directness rude and possibly offensive. Consider these: • Direct – I need this in half an hour. Indirect and polite – Would it be possible to have this in half an hour? • Direct – There will be a delay Indirect – I’m afraid there may be a slight delay. • Direct – It’s a bad idea Indirect – To be honest, I’m not sure if that would be a good idea. Remember that what you like to listen ,the other person also want the same so by adjusting your tone, you are more likely to get a positive response from your reader.

19. Read the E-mail properly • Mails are like any other official company document. Read it before you send it. • Spelling and grammar errors are just as unfortunate in email as anywhere else in your corporate correspondence. One must remove red lines ( which system shows for errors in spelling or format) Make you email text look clean.

20. Confidential Information • As we are into the legal profession, we should be beware before sending any mail because it is too risky a place to include confidential information. • Disclaimer on the bottom of all corporate emails with statements on Breach of Confidentiality, Virus Liability, etc. • you can be sued for sending an email that contains a virus or defamatory statement or anything which contravenes any non disclosure agreement.

21. Abbreviations & Emoticons • Be carefulof not using email abbreviations such as BTW (by the way) and TTYL (talk to you later) in business emails. • Also don’t use any smiley etc.

22. Don’t Attach Unnecessary Files • Wherever possible try to compress attachments and only send attachments when they are important. • Try to see there is no virus in your email or computer. It can hang computer of some another person.

23. Don’t Forward Junk • Don't ever send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks.

24. Be Concise • Do not make an email longer than it needs to be, remember we are not writing any essay so instead write point wise to make it easy for reader. • A long email can be very discouraging and can be abandoned before the recipient gets to your final point all the way down at the bottom • If it has to be long, consider including a synopsis at the top of the email.

25. Answer All Questions • Make sure you answer all the questions or queries and pre-empt new questions in your reply.

26. Make It Personal • Greet with Dear • You should write the name of the person like Mr. X, Mr. Y… if the person is very senior or aged, you can use sir or Madam. • Auto replies are usually not very effective because number of times, the client may have any serious question or query.For our office where we handle legal work for client, it is very discouraging for client to note that we may or may not have read it

27. Your email is your image Your email is your image before your client or reader. Even if your reader has never met you personally , he will certainly carry some image of yours by reading your email . So never forget email is creating and building your image . Language of your email shows your attitude towards your work and life. So choose correct word . Look at these words:helpful, nice to know, it was a real good question, I completely agree, it was very useful, team is together, we will do our best, mutual, opportunity, may be treated as not a good practice or non compliant . Now look at these: , forgot, busy, crisis, I can’t, it’s impossible, waste, hard, failure, impossible, violated etc

28. Use Appropriate Structure & Layout • Reading from a screen is more difficult than reading from paper so the structure and layout is very important for email messages • Make your paragraphs short and use blank lines between each paragraph. • When making points, number themcorrectly or separate each point with blank lines to keep the overview.

29. Don’t overuse the High Priority function • Likewise, be careful using the words Urgent or Important in the subject line. • You can use the high priority function, when something is very urgent or the deadline of time to mention for any return or form need to be filed • If you want attention of any senior in any matter address him separately and not copy him as CC, of your email to others, as he may miss out such emails relying his juniors are attending it.

30. Don’t Use CAPITALS • It Seems as If you are Shouting • Don’t use big font size beyond 12 , it also means you are Shouting .

31. Be Careful While Formatting • Remember that when you use formatting in your emails, the sender might not be able to view formatting, or might see different fonts than you had intended. • Everyone have different computer system. Keep format in decent. • E.g.– No unpleasant colors

32. Don't Request Delivery & Read Receipts • If you want to know whether an email was received it is better to call the client and ask the recipient to let you know that it was received. • Request them in polite tone that after signature, we request them to arrange for scanned documents to enable us to proceed further.

33. Keep language Gender Neutral • In case if you send some documents for signing by Mr. X and Mrs. X, do not write his/her but write their names. • Use general language • Be specific where you want the signature • Be specific on what letter ( Letter head or plain paper) they have to take print

34. General Principles • Do not make un necessary emails. • Ask permission before forwarding. • Always use a salutation and signature before mails.

35. Don’t Reply To Spam • Many spam emails are sent to confirm that your email address is still valid, and by replying you are only making yourself known to dubious marketers which may result in even more spam. • Just delete the Spam mails for your safety purposes.

36. Be Specific • State terms and conditions clearly to avoid miscommunication, especially when providing information about times, places, or people .

37. Importance of email when working as a TEAM Emails communication to be used instead of phone calls when you are dealing with TEAM as each member of the TEAM should be on the same page. Sometime there may be conference call between few member of the TEAM, even then after the call, you should inform by email to all members of the TEAM, what was the discussed over a call.

38. Tips to improvise your email writing skill • Read and write daily. • Look for mails that you receive. Understand how the issue is communicated.

39. Sample – Reason for writing • I am writing to make a reservation/ to apply for the position of…/ to confirm my booking/ to ask for further information about … • I am writing with regard to the sale of …/ to the complaint you made on 29th February • Thank you for your e-mail of 29th February regarding the sale of… / concerning the conference in Mumbai. • With reference to our telephone conversation on Friday, I would like to let you know that…

40. Sample – for request • Could you please let me know if you can attend … if you are available for a meeting on 12th December? • I would appreciate it if you could please send me signed copy of Notice or if you could please reply within two days. • Could you possibly arrange a meeting with the Legal Secretarial head or CS of your organization ? • I would also like to know if there are any show cause notice received by your department ?

41. Sample- Giving information • We are happy to let you know that your forms , returns are filed in time. • I am glad to inform you that we will be circulating the presentation in time as desired by you and you will see it by tomorrow • We regret to inform you that the hearing has been rescheduled due to _________________. • We are willing to arrange another meeting with the CEO. • We would be glad to send you another statement if necessary. • Please do let me know if I can be of further assistance. • Should you need any further information/assistance/ clarification, please do not hesitate to contact us.

42. Sample – Apologizing • We would like to apologize for any inconvenience caused. • Please accept our apologies for the delay. • We will make sure that this will not happen again in the  future. • I am afraid I will not be able to attend the conference. • Please accept our sincere apology for the error in earlier letter sent to you , please find the revised one attached herewith.

43. Sample- Attaching • I am attaching one file ______for your consideration. • I am sending you the Directors Report or ______ as an attachment. • Please see the statement attached. • Please find attached the file you requested. • I am afraid I cannot open the file you have sent me Could you send it again in ____format?

44. Sample – closing Closing • we look forward to hearing from you. • we look forward to hearing when you are planning to visit our town. Ending Yours faithfully, (when you start with Dear Sir/ Madam,) • Yours sincerely, (when you start with the name e.g. Dear Ms . Krinal) • Sincerely Yours, (Riya) • Sincerely, (Mahima) • Yours Truly, (Amit)

45. Sample email Dear Mr.____________ Sub :_______________________ I hope you are well. It was pleasure meeting you in our office or it was pleasure talking to you over phone. Following our conversation , we request you to send us _____ or we are forwarding you _______ as desired by you. Would it be possible for you to send us the details or documents by ______ (time) or we request you to take print of attached document on letter head of the Company , sign , scan and arrange to send us by email to enable us to file the same before due date . The original document may be sent by courier. Do let us know if you require any help . Many thanks for your time. Kind regards Amit Dharmani For Amita Desai & Co. Company Secretaries Mumbai- India Tel 91 22 2684 5920/21/23 Email : info@amitadesai.com www.amitadesai.com