Do’s:

• Start email on a positive note
• Tell the customer what he wants to know FIRST, and then give reasons,  apologize, etc.
• Use a meaningful subject heading
• Use proper structure and layout; left-align the email
• Include bullets and numbering to make reading easier
• Be concise and to the point
• Answer all questions and pre-empt further questions; be pro-active
• Use proper spelling, punctuation, and grammar
• Make it personal and be polite at all times
• Reply swiftly
• Use abbreviations and emoticons sparingly
• Use active voice instead of passive voice
• Keep your language gender-neutral
• Be assertive, not aggressive
• Proofread email before sending it

Don’ts:

• Don’t use CAPITALS
• Don’t mark messages as high priority if they are not
• Don’t leave out the message thread
• Don’t Spam or send chain mails
• Avoid writing in long sentences to minimize grammatical error and increase clarity
• Don’t attach unnecessary files
• Don’t overuse Cc and ‘Reply to All’ fields
• Don’t use email to discuss confidential information
• Don’t use a stilted tone which can make the email sound very clinical
• Don’t Flame
• Avoid usage of Indianisims and Redundant expressions