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Email Guidelines

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   EMAIL GUIDELINES  With email, you can't assume anything  about a sender's locaon, me, frame of mind, profession, interests, or future value to you. This means, among other things, that you need to be very, very careful about giving your receivers some context.  Your correspondent won't have normal status cues such as dress, dicon, or dialect, so may make assumpons based on your name, address, and - above all - facility with language. You need to be aware of when you can be sloppy and when you have to be meculous. Email also does not convey emoons nearly as well as face-to-face or even telephone conversaons. It lacks vocal inecon, gestures, and a shared environment. Your correspondent may have diculty understanding whether you are serious or kidding, happy or sad, frustrated or euphoric. Sarcasm is  parcularly   dangerous to use inemail.  Another dierence between email and older media is that what the sender sees when composing a message might not look like what the reader sees. Your vocal cords make sound waves that are perceived basically the same by both your ears as your audience's. The paper that you write your personal note on is the same paper that the object of your aecon sees. But with email, the soware and hardware that you use for composing, sending, storing, downloading, and reading may be completely dierent from what your correspondent uses. Your message's visual qualies may be quite dierent by the me it gets to someone else's screen.  Thus your email composions should be dierent from both your paper composions and your speech.  Be sure to write an appropriate and specic subject in the subject line so that the recipient knows what to expect.  For example: “Producon Team Meeng – 22nd April instead of “Meeng.” or  Email Eciency Conference, Bangalore Aug 14-16 instead of a plain Email Eciency Conference .  Make it brief and precise   It need not be a complete sentence yet should convey the essence of the mail.    Flag the message or indicate it in the subject line by typing “URGENT” before your subject  Keep it Short, Crisp & Clear  One email should contain only one topic. In case of mulple topics, compose dierent emails. Sck to one topic if possible  Try and keep it to about 15 lines (about half a computer screen)  Try to keep your line length at 80 characters or less.  If your message is likely to be forwarded, keep it to 60 o characters or less  Specify the response you want  Do not use emocons or smileys, Emocons or smiley as they indicate a ;lack of professionalism.  Repeat any vital informaon from the Subject line in the message body  Create an ‘elevator’ summary  Provide a table on contents on the rst screen of your email  If you require a response from the reader then be sure to request that response in the rst paragraph of your email  Create headings for each major secon  Deliver the news up front  “We are unable to order new computers this quarter due to budget cuts.”  Avoid blaming statements  “I think it will be hard to recover from this, but what can I do to help?”  Avoid hedging words or words that sound ambiguous  -Intents and purposes-Possibly, most likely-Perhaps, maybe  Maintain a posive resolve  You should briey state the history of the problem to provide context for your reader  Explain the aempts you made previously to resolve the problem  Show why it is crical for the problem to be resolved by your reader  Oer suggesons on ways you think it can be resolved or how you are willing to help in the maer.  Please call me at any me if I can be of help to you  Please let me know if you need more informaon  I'm available to answer your quesons at: (phone number)  Thank you again for contacng me. I will call you next Wednesday to see if I can answer any other quesons  Flaming is a virtual term for venng or sending inammatory messages in email.  Avoid aming because it tends to create a great deal of conict that spirals out of control.  Flame ghts are the equivalent of food ghts and tend to aect observers in a very negave way.  What you say cannot be taken back; it is in black and white  Empathize with the sender’s frustraon and tell them they are right if that is true  If you feel you are right, thank them for bringing the maer to your aenon  Explain what led to the problem in queson  Avoid geng bogged down by details and minor arguments   If you are aware that the situaon is in the process of being resolved let the reader knowat the top of the response  Apologize if necessary  Before you send an email message, ask yourself, “would I say this to this person’s face?”  Calm down before responding to a message that oends you. Once you send the message it is gone.  Read your message twice before you send it and assume that you may be misinterpretedwhen proofreading  There are mes when you may need to blow o some steam  Remember your audience and your situaon before sending the email.  How you say it is as important as what you say  Tone is the quality in your wring that reveals your atude toward your topic and reader. Tone comes from your choice of words, the structure of your sentences, and the order of the informaon you present.  Why is tone so important in Email wring?  Because email lacks the formang of print, and the body language of in-person communicaon, the words themselves carry more feeling. And because email messages are read quickly, an inappropriate tone can distract your reader and obstruct your message.  It's easy for email writers to let their tone slip from professional to edgy or sarcasc. Email emboldens writers to express thoughts they would never say to a reader's face. And email is wrien quickly then sent. Most email writers don't review their messages as carefully as they should. When they do review messages before sending, they're looking at the content, not the tone. But tone is important. A ippant tone that the reader doesn't nd funny can damage a relaonship as well as progress on a company project.  When wring an email, if you can't be nice, wait. Wait an hour if you're irritated, an aernoon if you're angry, and a day if you're furious. For many reasons, it's never appropriate to lose your cool in email:

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