Email Etiquette

Many companies send email replies late or not at all, or send replies that do not actually answer the questions you asked. If your company is able to deal professionally with email, this will provide your company with that all important competitive edge. Moreover, by educating employees as to what can and cannot be said in any email, you can protect your company from awkward liabilities issues.

This Workshop is specifically designed to instil good etiquette in email communications, and establish guidelines that help avoid mistakes (like offending someone when you do not mean to) and misunderstandings (like being offended when you are not meant to).

The workshop focuses on "core rules" that will help better communication via email.

"By requiring employees to use appropriate, businesslike language in all electronic communications, employers can limit their liabilities, risks and improve the overall effectiveness of the organisation's email and internet copy in the process." — Excerpt from "Writing Effective Email" by Nancy Flynn & Tom Flynn.

This workshop discusses the main etiquette rules and provides advice on how employers can ensure that they are implemented, including:

• To learn the basic Netiquette and core rules of Email Etiquette
• To avoid embarrassing and legal liability from emails
• To differentiate the personal and personable in email communications
• To adopt and design your own format, rules, practices in email communications - such as email policy, standard signatures, disclaimer clauses

Module 1 - WHY DO YOU NEED EMAIL ETIQUETTE?

• Group Discussion on the Need for Email Etiquette
• Emails that Come Back to Haunt
• Written in Anger
• The Basic Dos & DONTs Rules
• Unsolicited Emails, Junk Mails & Spam
• Email Date & Time

Module 2 - THE BEGINNINGS & ENDINGS OF EMAILS

• Originating Emails, Email-heads & Signatures
• Experiential Exercise - Create your Own Signatures
• Email Subject
• The Use of "RE"
• First Names and Titles
• Proper End of Emails
• Disclaimers
• What are Email Disclaimers
• Why do you Need Disclaimers
• Append or Prepend Disclaimers
• Internal and/or External Disclaimers
• Departmental Email Disclaimers
• Disadvantages of using Email Disclaimers
• Experiential Exercise - Create your Own Disclaimers

Module 3 - REPLIES AND FORWARDINGS

• Acknowledging Receipts
• Avoid "me too" Messages
• Recipients of a Reply to a List
• Forwarding Emails
• Threads
• Forward as Attachment without Revealing Addresses
• Experiential Exercises
• Do Not Forward Hoaxes
• Do Not Reply to Spam

Module 4 - THE BODY OF EMAILS

• Annoying Thank You Notices
• Keep Emails Short
• Using Dialect, Slang & Jargon
• Acronyms
• Bold Type Face
• Shouting in Emails
• Avoid Embarrassing Emails
• Attachments: Courtesy & Size
• Good Habits
• Essentials - Summary, Synopsis, Precis & Abstract

Module 5 - EMAIL POLICY

• Objectives: Commercial, Productivity & Legal
• Experiential Exercise - Create your own Email Policies

Module 6 - CONCLUSION

• Electronic Holiday Greetings
• Folders & Housekeeping
• Good Email Habits
• Email Etiquette Tips

• English for Email
• Email Etiquette & Business Writing
• Telephone Techniques & Etiquette for Call Centre Professionals
• Grooming Etiquette and Understanding Personality Workshop
• Power Phone Image at Front Desk
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