© 2011 LogiGear Corporation. All Rights Reserved © 2013 LogiGear Corporation. All Rights Reserved Email Etiquette.

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Presentation transcript:

© 2011 LogiGear Corporation. All Rights Reserved © 2013 LogiGear Corporation. All Rights Reserved Etiquette

© 2013 LogiGear Corporation. All Rights Reserved Outline 1. contents a.Crucial factors b.Body factors c.Ending factors 2. Etiquette a.Manners b.Replies to c.Reminder & Priority d.If-then 3.Review

© 2013 LogiGear Corporation. All Rights Reserved Etiquette What is Etiquette? - Is the proper behaviors, or manners used in s, the common sense when writing s. - Are rules for how to communicate appropriately and respectfully online. Why does it matter? - Helps you make a good impression. - Is a part of succeeding on the job. - Makes it more likely that you'll get the response you want.

© 2013 LogiGear Corporation. All Rights Reserved “There are four ways, and only four ways, in which we have contact with the world. We are evaluated and classified by these four contacts: what we do, how we look, what we say, and how we say it.” ~ Dale Carnegie ( ) American Educator

© 2013 LogiGear Corporation. All Rights Reserved Outline 1. contents a.Crucial factors b.Body factors c.Ending factors 2. Etiquette a.Manners b.Replies to c.Reminder & Priority d.If-then 3.Review

© 2013 LogiGear Corporation. All Rights Reserved contents 1. Crucial factors: - Recipients (To, CC and/or BCC) - Subject - Attachments

© 2013 LogiGear Corporation. All Rights Reserved contents (To, CC, and/or BCC) The message directly affects me. You require action from me. You want to inform me about the message, but I am not directly involved, and I do not need to act or reply to the message. I can see To and CC recipients, but they cannot see me or my address.

© 2013 LogiGear Corporation. All Rights Reserved contents (Subject and Attachments) Subject line: - Should be clear, concise and to the point. - Should be reasonably simple and descriptive of what you have written about. Attachments: - Pay attention to file types, size. - Mention attachments in the . - Should we compress the attachments?

© 2013 LogiGear Corporation. All Rights Reserved contents 2. Body factors: - Main points - Other subjects in an (if any) - What to do (if any)

© 2013 LogiGear Corporation. All Rights Reserved contents 3. Ending factors: -Post Scripts -Signature

© 2013 LogiGear Corporation. All Rights Reserved Sample Message SUBJECT: Technical Reporting - Memo Question Dear Ms. Bong, I am a student in your technical Reporting class, and I am confused about today's homework assignment. I would appreciate it if you could explain what you mean by an "incident report." Is there a place in the textbook where I can find an example? Thank you very much for your help. Sincerely, Jim Jim Smith

© 2013 LogiGear Corporation. All Rights Reserved Outline 1. contents a.Crucial factors b.Body factors c.Ending factors 2. Etiquette a.Manners b.Replies to c.Reminder & Priority d.If-then 3.Review

© 2013 LogiGear Corporation. All Rights Reserved Etiquette 1. Manners a.Timely manner b.Writing manner c.Impression 2. Replies To 3. Reminder & Priority 4. If-Then

© 2013 LogiGear Corporation. All Rights Reserved Etiquette (Timely Manner) What is the rule for how fast you should be responding to s?  As soon as you can.  Use an “out of office” reply when necessary.

© 2013 LogiGear Corporation. All Rights Reserved Etiquette (Writing Manner) - Greetings and closings - Abbr., bolded, ALL CAPS, colored text -Spelling and grammar -Content’s clarity (including Subject line)

© 2013 LogiGear Corporation. All Rights Reserved Etiquette (Writing Manner – Greetings and Closings)

© 2013 LogiGear Corporation. All Rights Reserved Etiquette (Writing Manner – Abbr., bolded, all caps, colored)

© 2013 LogiGear Corporation. All Rights Reserved Etiquette (Writing Manner – Spelling and grammar) "We plan to sue your business.“ or "We plan to use your business.“ “i recieved the fax today and will drop it by your desk in the am ttys, john” or “I received the fax today and will drop it by your desk in the morning. — John”

© 2013 LogiGear Corporation. All Rights Reserved Etiquette (Writing Manner – Content ’ s clarity) E.g.: "Time division multiplexed systems are basically much simpler, the combination and separation of channels being affected by timing circuits rather than by filters and inter-channel interference is less dependent on system non- linearities, due to the fact that only one channel is using the common communication medium at any instant.” Quoted from National Society of Accountants - Customer Service for Dummies, Second Edition IDG Books

© 2013 LogiGear Corporation. All Rights Reserved Etiquette (Impression) − address can make quite a first impression. E.g. (when your real name is David Jones) −Spelling Names incorrectly. −Message Recall.  It is better just to send an to say that you have made a mistake. −Send an when you are angry.

© 2013 LogiGear Corporation. All Rights Reserved Etiquette (Replies to)

© 2013 LogiGear Corporation. All Rights Reserved Etiquette (Reminder and Priority) Reminder: -Remind some one on a request/question which has not been replied. -Notify some one when something is changed and you are no longer/now in charge. Priority: -Figure out prioritization of s to reply. -Prioritize contents basing on their importance.

© 2013 LogiGear Corporation. All Rights Reserved Etiquette (If-Then) E.g.: -“If you have completed the task, then please confirm that via . If not, then please estimate when you expect to finish.” - “I can meet at 10:00 a.m., 11:00 a.m. or 2:00 p.m. Will one of those times work? If not, would you please reply with three times that would work for you?”

© 2013 LogiGear Corporation. All Rights Reserved Customer Service Etiquette 1.Respond to all requests ASAP — no later than the same day. 2.Address the customer’s concerns or questions point- by-point to make sure all the bases are covered. 3.Point the customer to URLs within your Web site that offer the information they seek, if appropriate, for future reference. 4.Always include a pleasant greeting and thank the customer for ing you.

© 2013 LogiGear Corporation. All Rights Reserved 25

© 2013 LogiGear Corporation. All Rights Reserved References Special thanks to Ms.Trinh Le for the support and advice during the making of this presentation. Information, including texts and images, used in this presentation is from: -National Society of Accountants - Customer Service for Dummies, Second Edition IDG Books -michaelhyatt.com/ -etiquette-101.html -multivu.prnewswire.com - -jnsa.org This presentation is for educational purpose only.

© 2013 LogiGear Corporation. All Rights Reserved 27