Skill Reference An Example/Template

Name: Mahesh

Current Organization/Institution Name : ThoughtWorks

Current Designation: Lead Engineer

Topic/SkillSet: Email Etiquette

Applicable in general to everyone: Yes

Thoughts about the Skillset: The #1 reason for adopting a more formal approach for business email is to show respect for those with whom you are communicating. When you begin a new business relationship by email, compose your messages as if you were putting the same information on company letterhead and sending it by snail mail. Once a relationship is established, you may become more informal.

• In most instances, you should open email messages with a salutation: "Dear (name)"; "Good morning"; "Hi, Team"; "Happy Holidays!" Once an email exchange is established and you are sending quick responses back and forth, a salutation is not always necessary.
• Email is not private, no matter what you say in a message subject line, heading or introductory paragraph. Each time you compose and send an email message, remind yourself that any email message can be printed out and posted on a company bulletin board. With that thought in mind, you will choose your words carefully.
• For important messages that need special attention, compose and proofread them before entering the recipient's names(s) into the "TO:" box. This will prevent you from sending a message prematurely.
• Proceed with caution when you hit "Reply" vs. "Reply All." You may be sending your message to everyone who has ever been part of the email string of messages, and you may be including someone who was sent a blind copy of the message sent to you.
• Develop and maintain a professional image in your email correspondence. Avoid purple letters on a chartreuse background, odd fonts, smiley faces or too many abbreviations. And, beware when using CAPITAL LETTERS. You may be using them for emphasis, but they can be interpreted as anger or as shouting at the recipient.
• Respond to business email within 24 hours. (That is not a typo-24 hours.) Even if you do not have an answer to the sender's question or request, send a quick response that says you received the message and give some indication of when the sender might expect your response.
• When receiving information you have requested from others, send a quick message to indicate that you have received what was sent (i.e., "Got it. Thanks.") Don't make people guess about whether or not their messages are getting through to you. It's basic good manners to respond.

Learning Opportunities to develop the skillset: There are many online tutorials available for the basic mailing concepts. There are plenty of resources available to give an idea about "How a mail should NOT be written". Initially, interact with your friends formally over the mails and exchange them as though you are sending it for business purpose. Ask them to point any mistake they found or their initial reaction/understanding about the mail. That will help you analyze how mail can drafted better.