ABC of Effective Writing

Accuracy: Appropriateness, attentiveness to your audience, avoidance of

ambiguity

Brevity: Keeping sentences short and simple, conveying ideas by means of simple
language,

avoidance of redundant words, all of which convey brightness and buoyancy

Clarity: Correctness (of usage and grammar), consistency and concreteness

Email Etiquette

Writing Effective Emails

1. Timeliness

2. Addressing

3. Subject lines

4. Greeting

5. Message body

6. Attachments

7. Message closure

8. Signature

9. Review

1.Timeliness:

• Try to make it a rule to answer every email as soon as you receive it.

• If you don’t have the full answer right then, let the other person know that
you’ll be getting back to them within a specified timeframe.

2. Addressing:

• In the ‘to’ list put mail-ids of the people to whom you are sending the
information and/or the person from whom you expect a response.

• ‘cc’ the mail only to the people who need to be kept in the communication
loop.
 • ‘bcc’ should be used with care – in some organizations it might even be
considered unethical!!

• Maintain your own address list, to save confusion and time.

3. Subject lines:

• With the subject line, the recipient will have an idea of what you are writing
about, before he even opens the email.

• Relevant subject lines are helpful in making retrieval from archives easier.

• Use a structured subject line, for example: – Category/Activity: Status/Activity

(optional) –Project Code: Feasibility study: duration

• Remember to update the subject line if the context of the communication has
changed.

4.Start with a Greeting:

• Always use a salutation. Lack of salutation may indicate disrespect.

• Do not simply use “Suresh”, or “Hi”. Use “Dear Suresh”, or “Hi Suresh”.

• If you are not very familiar with the person whom you are addressing use
“Hello Suresh” or “Hello Mr. Suresh” (especially with customers).

• For addressing groups use “Dear all”, “Dear Team” or Hi Everyone”.

5. Message Body:

• Should be brief & to the point.

• Clarity is of utmost importance.

• Do not use …. (Pauses) to link sentences.

• It is totally inappropriate to use all capital letters in a situation where you are
calm.

• Avoid the use of acronyms.

• The first few sentences of the mail should capture the attention of the reader.

6. Layout:

• Use short sentences with logical breaks.

• Sentences should not be ambiguous.

 • Consider breaking up your paragraphs to only a few sentences apiece.

• Try to keep everything on one ”screen". Else use doc attachments, especially
for technical discussions.

• If you wish to give mild emphasis to something, you should enclose it in

asterisks. You can also capitalize the First Letter only of words to give light
emphasis.

• Avoid shorthand, emoticons and smileys.

7.Tone:

• Be polite and respectful

• If you ever receive a message that makes you angry, do not under any
circumstances respond immediately!

• Ensure that no accusations or finger pointing is done while reporting

problems or issues.

• Ensure that your mails are not defensive or reactive.

8.Attachments:

• Don’t forget to add the attachment!

• Always zip large attachments.

• Use short-cuts to circulate files within local networks.

9.Closing:

• Close your mail with “Regards” or “Best Regards” and your name below it.

• Do not use initials.

• If the person is very familiar with your nickname use it!

• Bottom-line is that there should be no ambiguity in identification.

Signature:

• In many cases, it is important for your recipient to get back to you quickly. So
include your contact details in your "signature line”.

• You may list your name, phone number, fax number, address, cell phone
number and Web URL, if you have them.
 • The following are how a signature should not be.

Non example 1:

ABCInfosys Technologies Limited

Electronics City,
Ban galore .

(OFF) 8520261 EXTN. 180/ 148.

abc@inf.com

Non -example 2:

Regards,
XYZ ABCsoftware engineer
ITL Infosys
Powered by intellect. Driven by values. infosys technologies limited
plot no. 44 & 97A , electronics city
hosur road , bangalore-561229,INDIA
Tel:080-852 0261, 852 0902 extn :-144,4148
e-mail : xyz_abc@inf.comHome page: www.inf.com“ We all have the ability. The
difference
is how we use it.”
---Stevie Wonder

10. Review:

• Before you press the send key, always read your message a second time with
an eye for errors --even if it’s a quick look.

• It would be ideal to do a peer/superior review for critical mails.

• Always use a spell check and / or a grammar check.

• During a spell-check, watch out for proper nouns.