E-mail Etiquette Made Easy
Content:
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Learn to communicate professionally, and
save time by writing e-mail messages more effectively.
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Avoid embarrassing e-mail blunders that
could jeopardize your credibility or cost you customers.
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No theory here.
Discover practical techniques for improving your email
communication - with exercises to reinforce your learning.
E-mail
Etiquette Made Easy Format:
This Comprehensive Guide (100+ pages) is
written in plain English with an easy-to-read format that lets you learn
in a hurry. Each chapter
contains a summary, so you can learn at-a-glance or reinforce what you
just read. The book is
filled with specific examples, exhibits, exercises, and samples that
allow you to apply what you’re reading. You can even use this
Guide as a training tool and teach others about email etiquette.
"Yes, I’m utilizing
much of my new learnings! Shorter email messages; abbreviated
signature for internal mail; really thinking through who I “cc”; not
sending “reply all” unless absolutely necessary. These alone have been a
great help to me to communicate more effectively. Thanks again.”
Maryland
Association of CPAs
Excerpts from Email
Etiquette Made Easy
Regarding Style and Tone .
. .
An
email is slightly more casual in tone than a typed letter.
Yet, there is a fine line between being too casual and too
formal. The tone you want
is professional, yet conversational.
To achieve this tone, try using contractions (I’ll, we’ll, he’s,
she’s). The attitude and
culture of your company will also dictate the amount of formality
necessary. A vending
company or a florist won’t be as formal as a bank or law firm.
As
you compose the message, consider the person who will be reading it.
Know your audience.
If you are replying to a message, use a tone similar to that of the
sender. If you are
initiating the contact, pay attention to the person at the receiving
end. For example, your tone
would be different to a corporate financial guru who wears a three-piece
suit than it would be if you were talking to a laid back, friendly
customer service representative.
The
average office worker sends and receives 36 email messages every day.
Some people receive literally hundreds of messages daily. There
is no room for fluff. Be
concise. By keeping your
message short, there’s a better chance it will be read.
As an added benefit, being concise is a good editing tool.
When you’re forced to keep it brief, your writing sounds better.
Here are several techniques for keeping your writing brief.
Regarding Format . . .
The
best email sentences are short, and the best paragraphs are short.
They’re quick for the receiver to read and easy on the eyes.
Double space between paragraphs and don’t indent.
Since
people read email messages quickly, create lists.
These can be read at a glance, and readers aren’t as likely to
miss something important.
Use numbers or bullets to highlight each point.
You have three options:
complete sentences, or fragments/phrases, or single words.
Just be consistent.
Don’t make point number one a sentence and point number two a single
word. Whatever method you
select, capitalize the first word.
Here is an example using lists.
"... allowed me to see first hand the high quality of the E-Talk
seminar and speaker that I can bring to my members.” TN Society of
CPAs
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Regarding Contact Information . . .
An
email contains none of the contact information found on a traditional,
typed letter’s letterhead.
You need to provide this information at the end.
Since you should only use a maximum of four lines, you may need
to put multiple pieces of information on a line.
Include your full name, title, company name, phone number, and
email address.
Regarding Layout . . .
Now
you know how the layout of an email message differs from a written
letter. Here’s a sample
showing the appropriate layout.
Fred,
I look forward to our meeting on Monday,
May 8 at 8:00am.
Conference Room B is on the second floor.
I’ll bring the donuts.
Regards,
Kelly J.
Watkins
President, Expressive Concepts
1806 Oak Grove Dr.
New Albany, IN
47150
(812) 246-2424
or
kelly@keepcustomers.com
Your Source for Motivational Keynotes/Communication Training
For
articles & tips:
www.KeepCustomers.com
Past President, National Speakers
Association/KY
Regarding Punctuation and Grammar . . .
No
matter how informal the tone of your email message, the standards of
written English still apply.
Sending an email is not a license to throw out the rules.
Little things like grammar, punctuation, and spelling still
count. Remember you’re not
dashing off a note to your best friend.
You are creating a professional image.
Test your punctuation skills by taking this quiz.
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Regarding Subject Lines . . .
Not
only is it a challenge to get your email messages read, it is often a
problem to even get them opened.
The subject line is the gatekeeper.
Since what you write there determines whether the message is
viewed, it is the most important line in your email.
Be
specific. Your “subject”
box will allow you to type as much as you want, but be careful.
Only part of that (approximately 25-35 characters) will be viewed
in the receiver’s dialogue box.
Regarding Spelling and Typos . . .
How
did you (do, dew) on the spelling quiz?
Don’t feel (too, to, two) overwhelmed if (you, ewe) didn’t do
(very, vary) well. (When,
win) it comes to these words, you don’t have to memorize all of (their,
they’re, there) meanings.
The (key, quay) is to use this quiz as a (cue, queue) to recognize which
words to look up. Remember
the spell checker won’t catch everything.
In fact, it may not catch anything at all.
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Need to see more?
Here’s the TABLE OF CONTENTS from
“Email Etiquette Made Easy” by Kelly J.
Watkins, MBA.
Chapter 1
Overview
Book Objectives
Introduction
Chapter 2
Choosing the best Method of Communication
Objectives
Introduction
Selecting the Most Appropriate Method of Communication
Reviewing the Situation to Determine the Best Method of Communication
Summary
Chapter 3
Time Management
Objectives
Introduction
Overwhelming
Small
Business Owners
Client Correspondence
Filters
Subscriptions
Joke
Lists
Prioritization
Time
Management Plan for Reading
Pre-Planning for Sending
Summary
Chapter 4
Tone
and Content
Objectives
Introduction
Write with the Appropriate Tone
Create Concise Content
Format
Summary
Chapter 5
Greetings, Closings, and Contact
Information
Objectives
Introduction
Greetings
Closings
Signature
Tag
Lines
Consistent Layout
Summary
Chapter 6
Professional Image
Objectives
Introduction
Punctuate for Clarity
Avoid Offending by Using Proper Grammar
Recognize that Spelling Counts
Summary
Chapter 7
Special Vocabulary
Objectives
Introduction
History
Definition of Emoticons
Jargon and Miscommunication
Summary
Chapter 8
Mechanics
Objectives
Introduction
Subject Line
Receipt Verification
Acknowledgment
Wrong
Recipient
Reply
Enclosures
Carbon Copy
Multiple Recipients
Forwarding
Screen Appearance
Flames
Think Before You Send
Summary
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