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
