Email communication 1 aug

8/5/2013
1
Amit Agarwal, InTimeTec

 Use of Communication
 Types of Communication
 Email Format Rules
 Email Format
 Email Rules: Dos and Don’ts -1
 Email Rules: Dos and Don’ts -2
 Purposes of Writing Email
 Email Considerations
 Replying to Emails -1
 Replying to Emails -2
 Stock Phrases in Writing Email -1
8/5/2013 2Amit Agarwal, InTimeTec

information>discussion>decision>instruction>action
 coordination and correspondence – management
• discussion – such as, response to queries; helps in
decision-making (also brainstorming)
• instruction – for guided action; helps to accomplish
tasks
 persuasion and negotiation – sales

 Spoken
 Informal, formal (office)
 public speaking
 Written
 correspondence (mails, letters) — official
 reports, notices, contracts, proposals — legal
 guides, notes — technical, instructional
 essays, articles, blogs — creative, sales

Email: method of exchanging digital messages from an
author to one or more recipients
 Usually a salutary greeting:
Hi <name>
Hello <name> - more formal
 Usually contains an attachment
Text: “Please find attached the <name of
document>”
 Usually a salutary ending
“Thanks and Regards”, “Best/Warm Regards”

 Hi/Hello <name>, (Greeting)
(Body: Message in Brief)
Regards/Thanks, (Salutary Ending)
<Your name>
<Designation> (optional)

 Keep the email as short as possible.
 If the email is too long, put the content in a separate attached
document.
 In general, attach files only when necessary. Attached files
should not be more than 5MB.
 Ensure that you have included the relevant subject (not more
than 5-8 words; sentence case); not required when you are
replying to an email.
 When replying to a list of questions, you can include inline
comments.
 Include inline screenshots, if it explains better.

 Always use the exact spelling and sentence case for names
of people, places, products, documents, and proper nouns.
 Avoid typos/spelling mistakes, and grammatical mistakes.
 Use bullets for non-prioritized lists; numbered lists for
prioritized lists.
 Spacing rules: either indentation, else one-line space
between body and greeting.
 Avoid fancy signature styles; use only the standard format
used in the organization.

 Action Email: requests action/response from recipients.
Give clear instruction in the subject and the first line (ideally), and
give the time-frame.
 Reply Email: gives short satisfactory answer/explanation to a
question asked, or an issue raised.
Address the question/issue quickly – ideally in the first line.
 Information Email: just delivers information or notifies.
Keep it short and simple. Avoid complex technical details.
(The sample formats are explained in a separate document).
Other Purposes
 Drafting a simple proposal: persuasive writing (marketing function)
Mention the problem, then tell about the benefits, and the solutions.
 Delivering bad news: Don't use email if you don't have to, but if you must.

 Understand that the readers
are busy.
 Keep it short and simple.
 Structure information into
sequential paragraphs (with
one-line space).
 If more discussion is required,
better to call for a meeting,
rather than write long emails.
 Edit the email carefully before
sending, always keeping the
target audience in mind.

Mind the Format and Style
 Always append the email that you’re replying to.
 Quickly answer the question you’ve been asked (not a long, complex
explanation).
 Be professional and calm in your style of language - never write a email
when you are angry, or emotionally upset.
Take a break, cool it off, then come back to reply with a cool mind.
Reply on Time
 Always reply to the latest email thread (not the previous ones in the
chain).
 You should reply to emails as soon as possible, else set a reminder/flag
to help you come back later, and reply (latest within 2-3 days).
 If you do not have an answer immediately, or need some days’ time to
think about it, then, at least, inform quickly in an email –
by when can you come back with an answer.

Keep the Audience in Mind
 Think before clicking “Reply All” that who all should
be reading your email. Keep the target audience in
mind.
 Pay special attention to language when you are
writing to the higher executives/officials, and the
management. Be as clear, polite and formal as
possible.
 Include only and only those who are needed in the
email chain; else it results in junk mass emails,
similar to spam.

8/5/2013 13
When You’re Initiating Email Contact with an Unknown Person
How to begin the email?
 Very formal
 “Hello, Please allow me to introduce myself. I am <name>
and <designation>. “May I take a moment of your time.
<state the reason for mailing>”
 Formal
 “Hi, This is <name>, <designation>. I would like to…<state
the reason for mailing>”
 Informal
 “Hi, I’m just emailing to ask…<state the reason for mailing>”

When You’re Initiating Email Contact with an Unknown Person
How to end the email?
 Very formal
 “Many thanks again for your time.”
 Formal
 “Please let me know if you have any questions.”
 “Hoping for your prompt reply,”
 Informal
 “Drop me an email, or give me a call, if you want any more
information.”

8/5/2013 15
When You’ re Replying to Someone’s Question(s)
How to begin the email?
 Very formal
 “Please allow me to answer your queries related to …”
 “Please allow me to answer your queries, with reference to
your email dated <date>” (if you are replying after a few days)
 Formal
 “Please see the answers (inline, highlighted in blue) to your
queries.” (if you are using a highlight, perhaps a different color, to
present your inline answers, mention that)
 Friendly
 “Here are the answers to your list of queries:
…”

When You’ re Replying to Someone’s Question(s)
How to end the email?
 Very formal
 “I hope the above resolves your queries. Should you have
any further questions, please do not hesitate to contact
me.”
 Formal
 “I hope I have addressed the queries/concerns. Please
email/call me for more information, as required.”
 Informal
 “Hope the above helps, but please email again if you face
any difficulties.”

8/5/2013 17
When You’re Requesting the Recipient to Take Some Action
(usually written at the end of the email)
 Very formal
 “I would appreciate your help in this matter.”
“Thanking you in anticipation,”
 Formal
 “Please get back to me once you look into the matter.”
 “I’d love to hear your advice on this one.”
“Thanks in advance.”
 Informal
 “Could you look into this?”
 “Would you mind checking it out for me?”

8/5/2013 18
When You Need a Response (Not Necessarily any Action-
taking)
 Very formal
 “I await a response at your earliest convenience.”
 Formal
 “Looking forward to hearing from you,”
 “Do let me know your thoughts about this issue.”
 Informal
 “Can you drop me a quick word so I know you’ve
received this?”

8/5/2013 19
When You’ve Heard Nothing Back, and Want to Chase up a
Reply
 Very formal
 “In reference to my email sent on <date>…”
 Formal
 “A gentle reminder regarding my request sent on …”
 “I am hoping for a reply to my email sent on…”
 Informal
 “Just wondered if you got my email (<date>)?”
 “When you get a moment, could you drop me a line
about my last email?”

Email communication 1 aug

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