Email Etiquette: How To Write A Email

EMAIL ETIQUETTE
How to write a email

Content
■ Importance of Email and role it plays!
■ Subject lines and importance
■ Opening
■ Acknowledgement and assurance (stated and unstated)
■ Body of the email (Structuring / Para phasing / Grammar /
Punctuations)
■ Closing lines – Pre closing and closing
■ Reducing inbox clutter
■ Signature
Importance Of Email
The advent of e-mail has been a major boon to small and mid sized
businesses, which can now keep in contact with customers in a
more personal way and on a more regular basis.
E-mail can be used by our customers to troubleshoot any problems
they have with our products or services, provide us feedback, and
ask us any number of questions.
Whether you realize it or not, e-mail has become a valuable tool
through which you provide customer service and because of that
it's important to know how to use this medium correctly.
Emails are Easily Accessible
Emails are something that we can access while we are on the
move. These days everyone with a smartphone has their email
account configured on their phones. If your customers want to
get in touch with you due to any issue they may be facing or
any urgent query they may have, they can easily use their
phones, tablets or any other devices to email you.
If you provide a timely response to your customers through
email, this will increase your customer’s satisfaction level with
the company.
Ability to Attach Files
There are some customer interactions were attaching a file can
be necessary.
For example, if your customers want to complain about a
product that was delivered to them in a damaged state,
attaching photos of that product can be essential in proving
the claim.
In other cases, a scanned copy of an invoice may be needed to
claim warranty. Here too, email is the best platform.
Email is a Trustworthy Channel
You can call it a psychological reasoning but most people give more
importance to the written word rather than a verbal conversation.
When customers send their complaints to the company via email,
they feel like their issues will be taken more seriously.
Similarly, when customers get a revert from you to their complaints
through email, it fills them with a sense of satisfaction that the
company is taking their matter under serious consideration and
some action will definitely be taken with regards to it.
Customer Surveys can be Conducted
Customer surveys are an important part of understanding your
customers and their level of satisfaction with the company.
Email is the perfect channel for conducting such surveys.
A survey can b created and uploaded onto a specific URL. This
URL can be then emailed to customers from where they can
access the survey.
Although surveys can be conducted over the phone as well,
email is a nonintrusive method where your customers can fill
the survey as per their convenience.
Detailed Information about Issue
Over an email, our customers can describe in great detail the
issue they are facing with our services. The details given over
the email can be more accurate as the customer has more time
to write and describe the problem with all the facts stated. This
helps our company’s executives get a better grasp on the issue
and can resolve the matter more effectively.
Hence, email support is beneficial for both the customers as well
as the organization.
Written Communication in Business
• Advantage
Advantages Disadvantages
•Can do a proof reading. (edited
and revised) •Sender does not receive
feedback immediately
•More appropriate for
complex business interaction •Can take more time to compose
than speaking face-to-face
•Good writing skills lead to
increased client satisfaction and
inter-organizational efficiency
Subject Lines (Do Not Alter)
■ Write the subject line first
so you don’t forget it.
■ An email with a blank
subject will likely go
unread or get lost.
■ Be clear and specific
about the topic of the
email.
■ Keep it short!
Subject Lines
■ Avoid words in ALL CAPS or
special characters like
exclamation points!
■ Emails like this can end up
in the spam filter
■ Indicate if a response is
needed at the end of
subject
■ i.e. “Proposed changes to
document – please respond
by Friday”
Dear reader,
When you go to craft an email, be sure to pay as
much attention to the opening and closing as you do
the rest of the content.
Don’t let an avoidable blunder here annoy or distract

the recipient from the most important part of the
email – your message!
Best regards,
Name
Openings
Do’s Don’ts
Formal Casual Shows Lack of Consideration
Dear Hi To Whom it May Concern
Hello Group
Good Hello all Too Casual

Morning Good day Yo/Hey
Good day team
Closings - DOs
“Best”
■ Experts agree – “best” is safe, inoffensive
and almost universally appropriate
■ Variations include “All the best” and “Best
wishes”
“Regards”
■ Another simple and common sign-off
■ Variations include “Best regards”, “Kind
regards”, and “Warm regards”
Closings – DON’TS
“Thanks”
■ While it can be a good sign-off
when it is sincere, many times
variations of “thanks” are used as
a command disguised as
premature gratitude
“Sincerely”, “Yours Truly”, “Yours

Faithfully”
■ Can appear as overly formal and
stuffy – use with caution
Closings – DON’TS
“xoxo”, “”, “thx”
■ In business emails, abbreviations and emoticons are not
appropriate
“Cheers” or “Ciao”
■ If you wouldn’t say it in real life,
don’t use it in an email
Recipients
■ TO: use when directly addressing someone, or when an action is
expected in response
■ CC: use for informational purposes
■ BCC: to “secretly” add someone to communication

■ Useful for privacy protection
on group mailings
■ Avoid using in work emails
Reducing Inbox Clutter
■ Send or copy others on a
need to know basis only
■ Beware of “reply all”

■ Do not use this feature unless
every member on the email
chain needs to know
■ Don’t send or forward chain

emails
Content
■ Make your request in the first line of your email
■ If that’s all you need to say, stop there!
■ Keep the message focused – shorter is better

■ Wordiness wastes the reader’s
time – be urgent, yet polite
■ If a longer message is
necessary, introduce how
many parts there are to your
message, and number the
points
Content
■ Avoid italicizing, bolding, and
larger typefaces – the
recipient’s email might not
have all of these features
■ Don’t assume privacy

■ Email is not a secure form of
communication – anything
written over email can be
seen by others!
Content
■ Write short paragraphs
separated by blank lines
■ It is easier to read, and less
intimidating
■ Proofread, proofread,
proofread!
■ Write and proofread the
email before entering the
recipients email
Communicating Emotional Information
■ Email is great for facts, but not for emotions
• Verbal 35%
■ Written communication
lacks necessary non-verbal
cues
■ Jokes, sarcasm, and other
emotions are not easily
conveyed in writing
Communicating Emotional Information
■ Emotional messages and bad
news should never be sent
over email
■ These interactions should be done
face-to-face or over the phone
■ Never hit “send” while angry

Signature
■ If you don’t have a signature already, make one now
■ They promote your business, get you more customers, make it easier to
contact you, and look more professional
Your Name
Company Logo
or Headshot Title, Company
here Phone Number | Website
Social Media Icons and Links

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EMAIL ETIQUETTE

How to write a email

Don’t let an avoidable blunder here annoy or distract

Good Hello all Too Casual

“Sincerely”, “Yours Truly”, “Yours

■ CC: use for informational purposes

■ BCC: to “secretly” add someone to communication

■ Beware of “reply all”

■ Don’t send or forward chain

■ Keep the message focused – shorter is better

■ Don’t assume privacy

■ Never hit “send” while angry

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