E-mail Etiquette PowerPoint Presentation

You will learn:

How to add warmth to your e-mail message.

Putting your best message forward.

The use of first vs. last names.

The importance of follow-up.

When to print a hard copy.

How to integrate tact and diplomacy into your message.

When not to send e-mail.

The 11 most commonly made electronic mail faux pas.

How To Add Warmth To Your E-mail Message

Use a form of thanks in the first 12 words of message.

Use the person’s name in the first 12 words of your message.

Use:You before WeWe before I

Example:

“Thank you, Mr. Jones, for your interest in our new etiquette books. It will be a pleasure to work with you.”

Putting Your Best Message Forward

The importance of spelling and grammar:Use capital letters at the beginning of

sentences.Use capital letters with proper names.Use the spell check.Proof your messages and read them aloud.

Putting Your Best Message Forward (cont.)

Be concise:Short sentences.Short paragraphs.No more than 2 screens.

Build rapport in first paragraph

Putting Your Best Message Forward (cont.)

The importance of replying to e-mail messages:

Make it a joy for the receiver.Include the original message or excerpts

in your response.Respond promptly.

Message Tone

Maintain the same professionalism as with other correspondence.

Tailor message for the receiver—write the way you would talk with the person.

The Use Of First vs. Last Names

Within your organization use first names when appropriate

With clients and potential clients use last names

With international clients use last names

The Importance of Follow-Up When Sending E-mail

When you need a prompt response.When client needs a prompt

response.When to print a hard copy:

For a paper trail.To protect yourself .

How to Integrate Tact & Diplomacy into E-mail

Consider what you do not have with e-mail:

Voice intonationBody languageEye contactReceiver’s reaction

Think Twice Before Transmitting E-mail

Messages When:

Touchy subject

Confidential message

Message not pertinent to receiver(s)

The 11 Most Commonly Made Electronic Mail Faux Pas

Not checking e-mail regularly.Not using a subject line.Not responding in a prompt

manner.

E-mail Faux Pas (cont.)

Not proofing the message.Not being succinct in message

body.Sending junk e-mail.

E-mail Faux Pas (cont.)

Labeling message “urgent” when it is not.

Not listing:Phone numberFax number

E-mail Faux Pas (cont.)

Trying to be humorous.Sending copies to address groups.

instead of the pertinent receivers.Sending long messages that take

15-30 minutes to download (without prior agreement).

Effective E-mail Requires:

SkillTactDiplomacy

Improve your competitive edge.Know the

guidelines!