Email Essentials: Netiquette and Best Practices

Unit 1: Getting Started

• This unit covers key e-mail terminology, netiquette, beginning and ending e-mails, giving reasons for writing, and referring to previous and future contact.
• Netiquette refers to the unwritten rules of behavior on the Internet, especially related to e-mail, chat rooms, and newsgroups.

Analyzing an E-mail

• Key elements to identify when reading an e-mail include the sender, receiver, signature, disclaimer, subject line, and importance option.
• Determine if the e-mail was copied to anyone, the purpose of the e-mail and the format of any attachments.
• Understand what action the receiver is expected to take.

E-mail Best Practices

• Verify the recipient's e-mail address is correct to avoid sending to the wrong person.
• Use the copy option only when others need to stay informed or take action.
• Ensure your name, job title, company, address, and telephone number are included.
• Include the company website address and legal disclaimers, which are automatically added.
• The subject should clearly state what the e-mail is about and have no errors.
• Select "Reply All" only when everyone needs the e-mail.
• If sending an attachment, ensure the receiver can handle the format and file size.
• Avoid including numerous names in the e-mail header and exposing addresses by using the blind copy field instead of the copy.
• Consider a high priority for urgent e-mails.
• Do not forward e-mails unless you have permission.

Key Phrases for E-mails

• To give a reason for writing, use phrases like "We wish to inform you of..." or "I am writing in reply to..."
• Reference previous contact using phrases, such as "With reference to our recent phone call", or "I refer to your last e-mail".
• Refer to future contact with, "I hope to hear from you shortly." or, "If you have any questions, please e-mail or phone me."

Reasons for E-mailing

• Match reasons for writing with opening phrases.
• Invitations:"Just wondered if you'd like to".
• Apologies: "I wish to apologize for not".
• Informing: "This is just to let you know that".
• Requests: "I'm writing to ask if you could".
• Thanking: "On behalf of … I would like to thank you for".

Greetings and Endings

• Match greetings with appropriate endings.
• Formal options: "Dear Mr/Mrs/Miss/Ms Gillet" with "Yours sincerely".
• Casual options: "Hi Mike" with "Best regards".

Key Terminology

• Netiquette: Good-practice guidelines for e-mailing.
• Subject line: Where the topic of your message is displayed.
• Attachment: A document e-mailed to someone.
• In-tray: A folder with messages for you to read.
• Signature: Your contact information.
• Format: A folder containing messages for you to read.

Structuring Your Message

Methods for Structuring E-mail Replies

• Include the entirety of the original e-mail in your reply.
• Summarize the purpose of the e-mail in the opening lines and provide more information later.
• Shorten your message and attach additional details in a document or presentation.

Elements of a Well-structured E-mail

• Keep e-mails short to prevent readers scrolling too far.
• Make key points easily seen, and use clear introductions.
• Use short, well-spaced paragraphs, with each having one main idea.
• Direct readers to specific message sections with internal references.
• Use numbering, bullet points, subheadings, or highlighted information.

Introducing Main and Supporting Points

• Commonly used phrases when introducing main points include "Firstly..."
• Phrases such as "This is due to..." can act as indicators for supporting information.

Directing the Reader

• Useful phrases include "See points… below for more details" and "As you can see in the attached."

Vocabulary for Structuring the Message

• Words helpful when introducing main ideas are firstly, secondly and finally.
• Expressions for introducing supporting ideas include "This is as a result of", "This will probably lead to" ...
• Phrases used for directing your reader are "See below for further information" and "Please find attached".

Being Clear and Concise

Clarity Factors in E-mails

• Layout and language are important for clarity.
• Use language to link ideas and provide examples.

Guidelines for Clear and Concise Writing

• E-mails should be concise to ensure readability.
• Keep subject lines short and simple.
• Limit paragraphs and use generous spacing to improve readability.
• Employ active verb forms to clarify responsibilities.
• Maintain consistency in the use of key terms to prevent confusion.
• Provide explanations to clarify specialized language.
• Use connecting words effectively to link ideas.
• Avoid unnecessary jargon to ensure a clear understanding.
• Use correct lines to divide your content so it doesnt appear as spam.
• Use bold text sparingly to highlight key points.
• Avoid embedding large files and images.

Giving Examples and Explanations

• Phrases like "that is" are used for explanations.
• Phrases like "for example" are used for examples.

Minimizing Repetition

• Condensing sentences by removing redundancy is key to being concise.

Vocabulary

• Factory includes facility, expand and operative.
• Production: Includes capacity, costs and rates.

Directing the Reader

• Include point above or below.

Choosing the Right Level of Formality

Levels of Formality

• Different e-mails require different levels of formality.
• Factors include the relationship with the recipient and company guidelines.

Informal vs. Formal E-mails

• Informal E-mails should use a friendly apporachable openning and closing like : Hi/Dear and end Best regards.
• Informal e-mails can avoid passive voice
• Although it's safer to be more rather than less formal, especially in external e-mails, there are no hard-and-fast rules.
• More formality is safter expecially externally
• Informal will include abreviations and emoticons etc.

Key Features

• Formal should be consistent with the type of language used.
• What can be expressed informally, when it is acceptable.

Vocabulary

• Run out of or "get in touch with" should be considered when choosing the right level of tone.
• Choose accurate words to meet the formality level.