General
- Try to avoid (not always possible) referring to two or more different projects in one single e-mail. It is better to send two messages instead of one.
Introduction
- Clearly state your topic. Identify your message with a succinct, informative subject line. Well-titled messages allow the recipient to prioritize.
- If an e-mail is not related to a particular project, use appropriate descriptive text in the subject header.
- NEVER leave the subject header empty.
Structure
- E-mail content must be organized. Don’t create long letters without using paragraphs or making a clear distinction between different elements. If a sender expects an answer on different items in the e-mail, those items must be clearly indicated. This could be done by using item numbering, paragraphs or bullet lists. Those items on which the sender expects an answer must be clearly indicated, preferably at the beginning of the email.
- Avoid emails with more than one person noted in the e-mail TO field. Only the direct recipient of whom an action is expected should be listed in the TO field. All other recipients must be listed in the CC box. Avoid using BCCs altogether.
Style & Spelling
- Avoid the use of fancy fonts. Stick with a generic font for your message content (Arial, Helvetica, Verdana, Georgia, Times New Roman etc.)
- Prevent using ALL CAPS, which signifies shouting.
- Don’t compromise your e-mail message with poor spelling or style. Use the spell check at all times before pressing ‘send’.
- Avoid abbreviations. Less that half of your recipients know what FTF, IMHO, BCNU or TTYL mean. So if you use shorthand, many people simply will not know what you are talking about.
- Always ensure that the message you send is polite .
- Don’t use multiple exclamation marks. One well-placed point reflects much more importance than 10 after every other sentence.
History
- Copy any e-mail to which you are replying, below the new e-mail message you are writing. This will immediately make clear which e-mail you are referring to.
Timing
- E-mails received before 3:30 pm on normal working days (Monday till Friday, holidays not included) for which a response is required / requested, should be replied to within 2 hours.
- If a full response to the question is not possible within 2 hours, the receiver should reply within 2 hours with acknowledgment of receipt and an indication of when that full response will be forthcoming.
- E-mails received after 3:30 pm on a normal working day or during the weekend should be answered before 10:00AM local time the next working day.
- When means ‘Time’ + ‘Date’ + ‘Time Zone’. If you are an international company a reply stating: “I will answer your question on Friday” is not good enough. Instead it should read, for example “I will answer your e-mail on Friday, 21 May before 1o:30 PST”.
- If e-mails do not receive a reply within the agreed timing, it should be assumed that the intended receipent did not receive the e-mail.
- If an urgent reply is required, then a text SMS should be sent to alert them. This SMS should include the name (and if appropriate) the phone number of the person needing to be contacted and the project identifier.






























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How To Properly Send Emails