Email

WRITING EMAIL
ASIYA NASREEN
Email
 Email is a powerful, a low-cost tool of communication that is

used in world of business to connect with internal and external
stakeholders. Through Email, organisations connect with their
personnel for communication of its vision, mission, goals and
other timely requirements and for promotion of their goods and
services, provide better customer experience and work more
efficiently.
 Around 40 to 60 emails are composed per day. Poorly written,
unclear, misleading or ineffective emails cause a loss of time
and productivity, but can also harm one’s reputation by leaving a
poor impression on the reader.
Importance in business
Internal company External communication

communication Eg. with business partners,
Issuing of notices, suppliers, stakeholders,
circulars, memos etc to etc Eg intimation about
employees Terms of reference,
business policy etc

Customer support Eg. Marketing to customers.
Informing customers to Eg intimation of new
use net banking during product or any new
calamities service

Email etiquettes
 Formal style: Be concise, accurate, and avoid clichés.

 Relevance: communication can be effective only when it is relevant. Though Email
is convenient but NOT always it is the best means of communication at the
workplace. Before start writing, ask yourself if it really is necessary and you need to
email at all; will a phone call or a face-to-face discussion not suffice?
 Subject line: Always add a subject line to your emails. Emails without a subject
line can be overlooked as spam quite often. The subject line, should be specific to
the content of your email. An email subject line needs to be treated as a newspaper
headline – for catching attention of the reader whilst summarizing the main idea of
the email in a concise sentence. Example: “Skill development notes – Email”
instead of an ambiguous “Skill development notes” in the subject line.
 Content: Always think before you reap, in this context think about what you
want to write before actually starting. Organise your thoughts in a logical
sequence as it helps in adding clarity to your message. Refrain from sending
inappropriate messages.
 Clarity: Keep messages clear and brief by resorting to short and pin-pointed
sentences. Long and badly structured sentences confuse the reader. The length of
email is also important in determining how effective your message is going to be.
Research has shown that people do not have the time or the inclination to go
through long, tedious emails. It is ideal to keep your emails as short as possible
without eliminating necessary information.
 Salutation: Begin your email with a formal salutation, state the purpose of
writing and provide a context to why you are writing. Use paragraphs – form a
paragraph with related points and change paragraphs to present separate ideas.
 Close the email by stating the outcome you expect from your message and sign
off with a polite greeting and your name.
 Tone: The emails sent are a reflection of professionalism. Emails for formal communication at
the workplace must have a formal tone to them. There is always a higher chance of
miscommunication over emails if words are not accompanied by gestures, body language and
facial expressions, and the reader may easily misconstrue your words. Be polite, choose your
words wisely, use proper punctuation and avoid capitalizing, bold or underline all your words.
 For instance, a soft message could be “Please send me the assignment at the earliest” and a
harsh message could be “Send me the assignment” or “SEND ME THE ASSIGNMENT”. A
harsh message elicits unfavourable response.
 Language: An effective email uses the language that is grammatically sound and is spelt
correctly. Incompetency is reflected if the reader cannot understand what you have written,
there are spelling mistakes and not proof read. So, review your messages before sending them.
Make it a habit to proofread your emails twice over and use spell check. Your emails must
always give an impression of being well thought out.
 Response time: Good email etiquette maintains that you do your best to respond to business
communications as soon as possible. When you do not respond promptly, you come across as
unorganised and unconcerned. Even if you are not able to attend to an email right away, writing
a line back in acknowledgement that you have received it and will attend to it shortly, shows
professionalism.
FORMAT OF EMAIL
Rudeness
WRITE RIGHT
 Rudeness over email is potent as it can be reread and overanalyzed. When marked to
Seniors or colleagues and can be a cause of humiliation. If no one flags off this
behavior, the person on the receiving end can feel isolated.
 According to a study by University of Illinois, 2020, there are two types of email
rudeness: Active and Passive
 Active rudeness: aggressive caps lock, exclamation and question marks use.
 Passive rudeness: no reply or acknowledge emails
How to deal with it
 Don’t send off the first angry response that comes to mind
 Don’t personalise the rude behaviour as a reflection of who
you are, it is a reflection who they are.
 Respond professionally but firmly
 If it is repetitive pattern, then the issue can be escalated.

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WRITING EMAIL

 Email is a powerful, a low-cost tool of communication that is

Internal company External communication

 Formal style: Be concise, accurate, and avoid clichés.

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