E-mail Etiquette

G107 Communication in the Global Workplace

Supplementary Notes
Contents

1. What is Email Etiquette?

2. 10 Tips for Survival

3. Case Studies
What is E-mail Etiquette?
• Principles of behaviour that one should use when
writing or answering email message.

• Rules for communicating respectfully and

appropriately online.
Why is E-mail Etiquette Important?
• It shows respect for your fellow email users.

• It conveys the your image and the image of your

company.

• Efficient emails get to the point and are more

effective.
#Rule 1: Start with a salutation
• Dear Mr. Tan or Dear
Prof Tan (for
someone you do not
know well or if they
are your superior)

• Dear Danny or Hi
Danny (if you know
the person or have a
working relationship
with him)
#Rule 2: Be careful with styling and formatting
• Use professional font

• Avoid using multiple

colours

• Do not use patterned

backgrounds

• Use formatting like

italics and bold font
sparingly
#Rule 3: Write professionally
• Be concise
• Focus on one topic
• Avoid long sentences
• Use bullets where necessary

• Use proper spelling, grammar and punctuation.

• Do not use ALLCAPS! This is perceived as

shouting by many people, and it is considered
offensive and impolite.
#Rule 4: Take note of abbreviations and
emoticons
#Rule 5: Understand "To", "Cc", and "Bcc"
• The "To" line is for addresses of people with whom you are
directly communicating and who you expect to read and respond
to your message.

• The "Cc" line is for addresses of people with whom you are
indirectly communicating. Only "Cc" people who need to know the
information but not necessarily respond to the message. (Note: it
is never a good idea to "Cc" somebody as a form of coercion. You
may be tempted to add somebody's boss to the "Cc" line to
compel action, but it is counterproductive and you will burn
bridges quickly using this method.)

• Addresses in the "Bcc" field are not visible to others, so it should

be used sparingly. Using the "Bcc" line as a way to talk behind
somebody's back is inconsiderate and is discouraged.
#Rule 6: Always use a clear subject line
and direct language
• Clearly summarize your message in the subject line
so that your recipients will know what your message
is about.

• Leaving the subject line blank is unprofessional

and often causes your email to be filtered out as
spam or ignored.

• State your points in order of importance. Be

concise and to the point, and your messages will be
more productive.
Examples of Bad Subject Lines
• Help needed
• Very important
• Please read
• Reply immediately
• Request for information – URGENT!
• Urgent! Urgent! Urgent!
• Query
• Check this out!
#Rule 7: Avoid sending unwanted email or
attachments

• Avoid sending unwanted attachments.

#Rule 8: Use a professional email address
• Do not connect it to anything that makes you look
unprofessional.

• Avoid email addresses such as

sexykitten98@gmail.com or
jk846512793@yahoo.com
#Rule 9: Read your email before you send it
• Before you send a message, run a spell-checker
and check the message for grammar and clarity.

• Note: Sloppy correspondence reflects badly on you

and your company.
#Rule 10: Be careful what you say
• Check the tone, language, and overall effect of
your email to ensure it is appropriate.

• Think carefully about what you write and who you

want to read it. If you wouldn't say it in front of
the person, don't write it in an email message!
Key Points
• Subject lines should be clear and specific
• Be sure to address the right person
• Be brief
• Be upfront – is this a feedback / question / request?
• Save emails for business hours
• Be aware of your tone
• Proof-read your email
• Avoid elaborate sign-offs
In Summary
 Case Study 1

Reply to my Lecturer / Supervisors

THIS IS NOT A SMS. IT IS EMAIL!
• Acknowledge you were late in your submission
• State the date & time so that the facilitator can make a reference to the assignment
• Follow up with your reasons for being late
• Sign off politely
 Case Study 2

Request: Booking of Facilities

Unsuccessful email asking for permission
Subject line: What about the career fair?

● Inappropriate salutation: Hi Lee

● Short forms: I’m, cld

● Incomplete sentence: Awaiting...which has no subject

● Inappropriate punctuation: Let me know soonest if this is OK?

● Inappropriate tone: Let me know soonest if this is OK?

● Informal vocabulary: we really like this place

● No expression of gratitude

● Lack of polite closing phrase

● Inappropriate signature: Signing off without surname implies familiarity.

 Successful email asking for permission

● Appropriate salutation with proper title: Mr

● Full forms: am, could

● Complete sentence: We look forward to your response

● Courteous tone: We would appreciate it if you could let us use

this location

● Formal vocabulary: ideal location

● Expression of gratitude: We would appreciate it if you could

let us use this location.

● Polite closing phrase: Respectfully yours

● Appropriate signature: The full name is formal and ensures

the reader knows who the writer is
 Case Study 3

Request: Recommendation Letter

Unsuccessful email requesting a reference letter
• This is an inconsiderate request as the writer is giving the lecturer /
supervisor only a day to write the letter. He/she needs to go
through records and results in order to write the letter. Admitting
the urgency of the request does nothing to make it less rude.

• The tone is also very demanding: The letter should be official (with
school letterhead) and duly sealed with the school stamp. These
might be the exact instructions given to the writer for the
submission of the letter of recommendation but they should not
what she tells her lecturer to do as the sentence sounds like an
order. The writer could have said: The letter needs to be submitted
to department X and sealed with the official stamp.
Unsuccessful email requesting a reference letter

• As an email requesting a statement attesting to the writer’s

proficiency in English, this email does not make a good impression
because it is either poorly-written or poorly-edited, as it contains
these errors:

Preposition: on the April holiday

Tense: was required
Punctuation: i error made twice

• Finally, the spacing and layout of the email is messy and

unattractive.
 Case Study 4

Request: Sponsorship
Request for Sponsorship
Dear Ms Marilyn Tan,
Introduce who you are
Inspired to be active contributors to community, students from Republic
Polytechnic’s Diploma in Social Enterprise Management have come together to
initiate & conceptualize a community event, Dining in the Dark 2015, where
participants will experience communicating and dining in the dark.
Describe what you would be doing
In addition to a dining in the dark experience, there will also be fringe activities,
mobile massage (by SAVH) and interactive booth display to raise an awareness of
the visually handicapped and their day-to-day challenges.

We have since secured the support of Singapore Association Visually Handicap

and all proceeds of the events will go towards their programme.
Highlight who are you community partner – give
creditability
Request for Sponsorship
The details of the event: Information of event
• Date: 11 July 2016
• Venue: RP Agora Hall 3
• Time: 1600
• Target reach: Up to 500 pax

With that, I am writing to seek Koufu's kind consideration to support

this student-initiated community project.

In recognition of your gracious sponsorship and support, we are pleased

to offer the logo your organization in all our publicity efforts, which
include banner, posters and social media.
Highlight on incentive
We would like to thank you in advance for your kind gesture and the
goodwill, and more importantly, as co-partners. We look forward to a
chance to meet up for a possible discussion and keep the
communication open to elaborate further on this collaboration.
Ending – keep door open
Conclusion
In a formal email, your email needs to achieve a
purpose.

To make sure this happens, you must create emails

which are presented in an easy to read format,
appropriately written with appropriate tone and show
consideration of your audience.
Further Readings
• The Muse (2015, Nov 19). An Editor's Guide To Writing
Ridiculously Good Emails. Forbes Leadership. Retrieved
from
http://www.forbes.com/sites/dailymuse/2013/11/19/an-
editors-guide-to-writing-ridiculously-good-
emails/#4abc928a6347

• Dhoundiyal, M. (2014, June 6). Email Etiquette: Keys to

Effective Communication. Retrieved from
http://www.slideshare.net/monicadhoundiyal/email-
etiquette-35555007?qid=9ccbbb50-ec8f-4ec3-9477-
481efb6b089e&v=default&b=&from_search=11