0
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2
An Introduction
Email is the most widely used medium of communication in organizations and businesses
globally. Being an effective official communication tool, most of the official correspondence
with our seniors, colleagues, vendors, customers, regulating agencies, funding agencies, et al,
is done through email.
Etiquettes are the manners that are acceptable socially and professionally.
It is necessary, then, to observe some etiquettes which help us communicate our message in a
clear, crisp and effective manner.
Guidebook
About the Guidebook
This guidebook is aimed at providing necessary tips
to make email communication professional,
business-like & effective and to reduce the
likelihood of misunderstanding, unintentional
rudeness or offence when communicating by use
of email.
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4
Communication
Modes of Communication
Communication in Today’s Business
In an organizational context there are various modes
of communication through which employees interact.
The modes used for communication are influenced by:




Purpose
Timing
Urgency, and
Extent (Width & Depth) of the interactions.
It is critical for employees of today to be able to
understand and use a particular mode effectively to
conduct their business. It is even more critical to
combine
modes appropriately to get the
best out ofdifferent
the communication.
The cross-cultural nature of interactions between
employees deployed globally, demand consistent
communication for seamless exchange of information.
This poses a challenge to professionals of today to
maintain a sound etiquette as regards to each of the
modes of communication.
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6
Email communication
Email is an evolving communication medium and although it shares many of the qua
qualities
lities of
other conventional modes, it is different in its character and etiquette.
A well written message is more effective in conveying ideas and information and building
strong relationships with peers, seniors, vendors and customers.
Email
communication,
because of its speed and broadcasting ability, is the virtual carrier of
modern
day official correspondence.
7
Email communication
Some
of
the
communication are
benefits
of
email

Email can be sent to more than one recipients
simultaneously. Since the email reaches to many
people simultaneously, it is very essential to be
first time right with the content of the mail.

Email is ideal for business communication as it is
useful for documenting information involving
more than one person.

Email is an effective tool for communication as
one can include words, pictures, sounds and
videoss – in fact, any kin
video
kind
d of comp
computer
uter file
file..
In order to have effective email communication, one
needs to have a clear knowledge of composing,
sending and managing emails.
8
Email communication
Understanding email
One
to be aware
of thewritten
mail is
purpose
beinghas
written.
Every mail
hasfor
towhich
depictthe
a certain
amount of professionalism of the author, which is oriented
towards communicating a message tto
o the reader/s of the
mail.
There
is amail.
and professionalism
tone,Due
mannerism
in every
care is supposed
to be takenhidden
while
composing the mail, to avoid any miscommunication or
chances of the mail getting misinterpreted.
To author an email, one has to understand the purpose,
structure and basic elements of the email.
9
Emai
Em
aill c
com
ommu
muni
nica
cati
tion
on - Purpo
urpose
se
Some of the most common purposes of email are

Issuing instructions

Reporting an event

Seeking clarifications

Providing updates & progress

Intimating Intentions

Raising a concern

Conveying an agenda / future program

Putting up a grievance

Inviting partnership

Putting up a business case

Announcing a formal program

Customer Communication

Giving feedback

Vendor communication

Seeking approvals / Decisions
10
Emai
Em
aill com
commu
muni
nica
cati
tion
on - Stru
Struct
ctur
ure
e
Structure of email
The mail message primarily consists of four parts

Addressees (Different types of receivers)

Salutation, which is the mode of addressing a receiver

Body of the message, which consists of the message to be delivered

Closure of the communication with the sender’s signature i.e. sender’s name and
contact details
11
Emai
Em
aill com
commu
muni
nica
cati
tion
on - Stru
Struct
ctur
ure
e
Addressees
Salutation
A
comprehensive
consolidated
purpose
Details of the
message
Closure with
summary of
expected
action points
Salutation
12
B
o
d
y
o
f
t
h
e
m
e
s
s
a
g
e
12
Emai
Em
aill com
commu
muni
nica
cati
tion
on - Stru
Struct
ctur
ure
e
Salutation
A polite expression of greeting or goodwill indicating respect and affection or regards is
Salutation.
Saluta
tion. In tthe
he contex
contextt of email, it is a wor
word
d or phrase used to begin a letter or mess
message
age
and carries many connotations. It can be:
1. An ac
actt of ho
honor
nor o
orr cou
courteo
rteous
us re
recogn
cognitio
ition.
n.
2. An ac
ackno
knowled
wledgeme
gement
nt or ex
expre
pressi
ssion
on of go
goodw
odwill
ill
3. Wor
Word
d of gr
greet
eeting
ing u
used
sed tto
o beg
begin
in a ma
mail
il mes
messag
sage.
e.
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Salutation
☺
☺
☺
☺
☺
☺
☺
An email communication must start and end with the salutation. Emails without
salutation are not well perceived by the receiver
Avoid using Hi or Hello in salutation
Dear Sir/Madam (when we are sending the first communication to establish a
contact).
Dear Mr. / Ms. / Dr. / Professor + Surname as in: Dear Dr. Little, (when it is a formal
relationship
relati
onship with th
the
e addre
addressee
ssee a
and
nd the writer does n
not
ot know
know him or her
personally).
Dear Susan (when the writer knows the addressee personally and the two share a
semi - formal relati
relationship
onship).
).
Acknowledge with thank you, how are you, or appreciate your help!
Always end your emails with "Thank you," "Sincerely," "Best regards“, something
polite!
☺
☺
Avoid using acronyms of the name. Also ensure that the name is spelled correctly.
Address your contact with the appropriate level of formality.
14
Emai
Em
aill com
commu
muni
nica
cati
tion
on - Stru
Struct
ctur
ure
e
Signature
A mark or sign made by an individual on a document, physical or electronic, to signify
knowledge, approval, acceptance, or obligation is a signature.
The traditional function of a signature is evidential. It is to give evidence of:
1. The
The pro
prove
vena
nanc
nce
e of th
the
e do
docu
cumen
mentt (id
(iden
enti
tity
ty))
2. The int
intent
ention
ion (wi
(will)
ll) of an iindi
ndivid
vidual
ual wit
with
h rrega
egard
rd to tha
thatt d
docu
ocument
ment
The signature in not solely to provide evidence of the identity of the contracting party, but
rather to additionally provide evidence of deliberation and informed consent.
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Signature
☺
Include your name, designation, department’s name, company’s name,
address, contact numbers and email address in the signature
☺
Avoid informal signs in your signature
☺
Write your complete name, avoid using pet name
☺
Keep your signature simple, do not make it too jazzy
Sample
Signature::
Jati
Jatin
n Pa
Pate
tellSignature
Company Secretary,
Suzlon Energy Limited,
"Suzlon",
"Suzlon
", 5, Shrimali Society
Society,, Navran
Navrangpura
gpura,,
Ahmedabad-380009. India.
Phone: +91-79-26471100. Fax: +91-79-26565540.
Email: jatin.patel@suzlon.com
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Emai
Em
aill com
commu
muni
nica
cati
tion
on - Stru
Struct
ctur
ure
e
Body of the message
The mail
mail messag
message
e body is th
the
e email’s main con
content.
tent. Th
This
is genera
generally
lly carri
carries
es the
information that is desired to reach the receiver and communicate the intent of
the information sent.
The body of the message should carry:
•
a cco
omprehensive cco
onsolidated purpose
•
followed by the details of the message.
•
an
and
db
be
e cclo
lose
sed
dw
wit
ith
h tthe
he summ
summa
ary of ex
expe
pect
cted
ed acti
action
on po
poin
ints
ts..
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Body of the message
☺
Start with the Purpose: The start should contain what the addressee is supposed to
expect from the rest of the mail and should be comprehensive enough to arouse
interest and urge him to go on. Basically it must set the context of the mail.
☺
Include the details: Be sure you are including all relevant details or information
☺
necessary to understand your request or point of view.
Do not beat around the bush: Be concise and to the point. Do not make an
e-mail longer than it needs to be. Remember that reading an e-mail is harder than
reading printed communications and a long e-mail can be very discouraging to read.
☺
Use proper spelling, grammar & punctuation: This is not only important because
improper spelling, grammar and punctuation give a bad impression, it is also
important for conveying the message properly.
☺
slang, jargon, high sou
sounding
nding diffic
difficult
ult words (imp
(impressin
ressing
g with
Avoid Jargons: Avoid slang,
vocabul
voc
abulary
ary),
), co
colloq
lloquial
uialism
ism,, sar
sarcas
casm
m an
and
d cu
curse
rse wor
wordsds- The
Theyy on
only
ly iinvi
nvite
te
misinterpretation and deletion. Write in plain and simple English
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Body of the message
☺
should
ould the ee-mail
mail be person
personally
ally addres
addressed,
sed, it should
Make it personal - Not only sh
also include a personalized touch i.e. customized content.
☺
importan
tantt to ad
add
d dis
discla
claimer
imerss to your
your
Add disclaimers to your emails - It is impor
internal and external mails, as and when necessary since this can help protect you
from liability.
business
iness emails
emails,, try n
not
ot to use
Take care with abbreviations and emoticons - In bus
abbreviations such as BTW (by the way) and LOL (laugh out loud).
☺
☺
Remember
ber th
that
at wh
when
en yo
you
u use formatting
formatting in yo
your
ur
Be careful with formatting - Remem
emails, the sender might not be able to view formatting, or might see different
fonts than you had intended. Wh
When
en using colors, use a color that is easy to read on
the background.
☺
keep
p your sent
sentence
encess to a maximum of 15-20 words.
Avoid long sentences
sentences - Try to kee
Email is meant to be a quick medium and requires a different kind of writing than
letters.
19
Composing an email
Composing an email
“One is what one writes”.
How one communicates is an indication as to who and
what kind of person s/he is.
This step is key to communicate the message. There
has to be a clear thought process and understanding of
the subject, which the author of the mail is wanting to
communicate. The author has to share the ideas,
thoughts, and feelings in a coherent manner and have
the idea, thought, and feelings understood by the
reader. Think from the reader’s perspective to
communicate
better, since a communication is as good
as it is perceived.
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Composing an email
Typical layout of email
To
field:
Person / people you are sending the email to.
Cc
field:
Carbon copy, Used when there are people involved
in
a discussion
who require only to be informed
about
the communication.
Bcc field:
Blind Carbon Copy, used when emailing to a group
of contacts who do not personally know each
other.
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To field

Check that the address or addresses in the To: field are those you wish to initiate a
discussion with / send your reply to.
Cc field



Use CcOveruse
only when
is important
for those
Cc, to know about the contents of the
email.
canitcause
your emails
to be you
ignored.
Include addresses in the Cc: field for those who you just want to inform.
Use Cc: field sparingly - Try not to use the Cc: field unless the recipi
recipient
ent in the Cc: field
knows why they are receiving a copy of the message.
Bcc
fieldfeature is given when you do not want to expose the email addresses of
Bcc




recipients to others.
Ideally one should avoid using Bcc since it smacks of suspicion.
It may be a better idea to forward a mail separately to the intended Bcc addressee. By
this you would ensure that the Bcc addressee does not inadvertently expose you by
replying to your mail.
Don’t ever respond to an email on which you were just a Bcc.
22
Composing an email
Subject
Subject
fieldSubject
is th
the
e fir
first
th
thing
ing
tthe
he rec
recipient
ipient
sees
from
sender’s
message,
sost it's
a good
idea
to
make sure it's free of errors. It accurately reflects the
content of the email. It should ideally attempt to
summarize the content in one-line, eliciting action /
decision.
A clear subject line enables the receiver to gauge the
relevance and subject matter of the email.
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Subject
☺
Do not send or forward a mail without subject
☺
Use a meaningful
meaningful ssubject
ubject - Try to u
use
se a subje
subject
ct that is me
meaningfu
aningfull to the
recipient as well as yourself. If referring to a previous correspondence, use the
same subject.
☺
Keep to a single subject when composing a message
Good Example:
(Subject line)
Bad Example:
(Subject line)
Invitation: Renewable Energy
Conference, Chicago, Aug 24-26
Renewable Energy Conference
24
Composing an email
Reply
Reply is used to revert to the sender of the
message.
Reply to All
Reply to All is used if you need your message to
be
seen by each person who received the original
message
Attachment
An e-mail attachment is a computer file which is
sent along with an e-mail message as the part of
the message. Attached messages may be sent in
un-encoded or encoded form.
Mail services have a limit on the size of messages
which
be sent
and
this limit may
restrict may
the size
of files
to received;
be attached.
25
Reply, Reply to All
☺
ema
ail rep
reply
Answer all questions, and pre-empt further questions - An em
must answer all questions, and pre-empt further questions. Moreover, if you
are able to pre-empt relevant questions, the receiver will be grateful and
impressed with your efficient and thoughtful behavior.
☺
Don't leave out the message thread - When you reply to an email, include
the original mail in your reply, instead of 'New Mail'. Thread-less email will not
provide enough information and you will have to spend a long time to find
out the context of the email in order to deal with it.
☺
Refrain
ain fro
from
m usi
using
ng tthe
he Re
Reply
ply tto
o All
Use Reply to All only when needed - Refr
feature blindly to give your opinion to those who may not be interested or
should not have been included in the first place. Your response to the sender
need not be communicated to all to avoid possible embarrassment at times.
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Attachment
☺
When sending large attachments, always "zip" or compress them before
sending.
☺
Never send large attachments without notice! Always ask what would be the
best time to send them first.
☺
Learn how to resample or resize graphics before attaching them to an email.
This will greatly reduce download time.
☺
Never open an attachment from someone you don't know.
☺
Be sure
sure you
yourr viru
virus,
s, ad
adware
ware and sspywa
pyware
re progr
programs
ams ar
are
e up to da
date
te an
and
d inclu
include
de
scanning of your emails and attachments both incoming and outgoing.
☺
It is better to spread multiple attachments over several emails rather than
attaching them all to one email to avoid clogging the pipeline.
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Attachment
☺
Make sure the other side has the same software as yours before sending
attachments
attach
ments or they may
may not be able to open your attachment
attachment.. Use PDF when
possible.
☺
Never send business attachments outside of business hours and confirm that
the format in which you can send can be opened by the other side.
☺
Suzlonians can take the support of the IT team to create a File Transfer
Protocol
Protoc
ol (FTP) address
address for their respective
respective departmen
departments
ts to share bulk files >5
MB.
28
Sending an email
Sending an email
There is more to sending a mail than pressing the send button.
The sender has to have a complete understanding of the
subject of the mail, the addressee/s of the mail, and the intent
of the mail.
Before one does press the send button, the content of the mail
needs to be thoroughly checked for correctness for typos,
grammatical
errors,
punctuations,
subject line
and the content
of fonts,
the message
shouldetc.
be The
consistent.
The
seriousness in handling these would predetermine the kind of
response that the mail should seek, rendering one in command
of the situation.
29
Sending an email
☺
Reading the mail b
before
efore you send iit,
t,
Read the email before you send it - Reading
helps to correct mistakes, if any. Reading your email through the eyes of the
recipient will help you send a more effective message and avoid
misunderstandings and inappropriate comments.
☺
Don't send or forward emails containing libelous, defamatory, offensive,
racist or obscene remarks - By sendin
sending
g or even just forwa
forwarding
rding on
one
e libelou
libelous,
s,
or offensive remark in an email, you and your company can face court cases
resulting in multi-million dollar penalties.
☺
Don't forward virus hoaxes and chain letters - By fforw
orward
arding
ing h
hoax
oaxes
es yo
you
u
use valuable bandwidth and sometimes virus hoaxes contain viruses
themselves. Since it is very difficult to find out whether a chain letter is real
or not, the best place for it is the recycle bin.
30
Sending an email
☺
Use templates for frequently used responses - Some questi
questions
ons you get o
over
ver
and over again, such as directions to your office or how to subscribe to your
newsletter. Save these texts as response templates and paste these into your
message when you need them. You can save your templates in a Word
document or create templates in MS Outlook.
☺
sender
er send
sendss an e
e-mail
-mail be
because
cause th
they
ey wish tto
o receiv
receive
e a
Answer swiftly - A send
quick response. Therefore, each e-mail should be replied to preferably within
the same working day. If the email is complicated, just send an email back
saying that you have received it and that you will get back to them.
☺
Avoid Using Public Domain - Avoid
Avoid us
using
ing yyour
our p
perso
ersonal
nal e
emai
maill id fro
from
m a
public
domain, for example peter_225@yahoo.co.in, to send official
communication.
31
Sending an email
☺
Use proper structure & layout - Use sho
short
rt p
para
aragra
graphs
phs and bla
blank
nk lline
iness
between each paragraph. When making points, number them or mark each
point as separate to keep the overview.
☺
CAPITALS
TALS IIT
T SEE
SEEMS
MS AS IIFF YOU
Do not write in CAPITALS - IF YOU WRITE IN CAPI
ARE SHOUTING. This can be highly annoying and might trigger an unwanted
response in the form of a flame mail.
☺
use
se the ac
active
tive voi
voice
ce of a verb wherev
wherever
er
Use active instead of passive - Try to u
possible.
Good Example:
(Active Voice)
Bad Example:
(Passive Voice)
'We will process your order
today‘.
'Your order will be processed
today'.
32
Sending an email
☺
Do not overuse the high priority option-
Overuse of high priority option will make it lose its function when you really
need it. Moreover, even if a mail has high priority, your message will come
☺
across as slightly aggressive if you flag it as 'high priority'.
Do not copy a message or attachment without permission Do not copy a message or attachment belonging to another user without
permission of the originator.
☺
Do not use email to discuss confidential information If you don't want your email to be displayed on a bulletin board, don't send it.
33
Sending an email
☺
Avoid using URGENT and IMPORTANT-
Even more so than the high-priority option, you must at all times try to avoid
these types of words in an email or subject line. Only use this if it is a really,
really urgent or important message.
☺
Keep your language gender neutral - Avoid using senten
sentences
ces w
which
hich indicat
indicate
e
gender bias.
Good Example:
(Gender Neutral Language)
Bad Example:
(Gender Neutral Language)
''The
sales
person
should
configure the email program'.
‘The salesman should
configure his email program'.
34
Sending an email
☺
Do not forward chain letters - We can ssafely
afely sa
sayy that all of them are ho
hoaxes.
axes.
Just delete the letters as soon as you receive them.
☺
Thiss wil
willl alm
almost
ost a
alwa
lways
ys an
annoy
noy
Do not request delivery and read receipts - Thi
your recipient before the message is even read. If you want to know whether
an
email was received it is better to ask the recipient to let you know if it was
received.
☺
chancess are th
that
at your m
message
essage h
has
as
Do not ask to recall a message - Biggest chance
already been delivered and read. A recall request would look very silly in that
case wouldn't
wouldn't it? It is bet
better
ter just to se
send
nd an email to sa
sayy that you have mad
made
ea
mistake.
mistak
e. This will look mu
much
ch more hone
honest
st than tryi
trying
ng to recall a message
message..
☺
replying
lying tto
o spa
spam
m or b
byy uns
unsubscri
ubscribing,
bing, you are
Don't reply to spam - By rep
confirming that your email address is 'live'. Confirming this will only generate
even more spam. Therefore, just hit the delete button or use email software
to remove spam automatically.
35
Managing Your Mailbox
Managing
mailbox
depicts
themail
kindbox
of
person s/heone’s
is. The
more clearly
structured
one’s
is, with clearly demarcated folders of individuals
and teams with whom the communication has
taken place, the more the information is accessible
quickly and also determines the behavior of the
person. The existing feature of Inbox and Outbox
for most of the mailing tools / software can be
further structured by archiving the older mails and
improving the functioning of the tool.
36
Managing Your Mailbox
By default, all emails are received into a single mailbox and all messages sent are sorted in
a single folder. It is therefore necessary to manage your email in a more structured way in
order to have ease in retrieving messages.
37
Managing Your Mailbox
38
Managing Your Mailbox
39
Managing Your Mailbox
☺
inadequate
equate ti
time
me / informa
information
tion in ha
hand,
nd, you
Saving draft message - In case of inad
can select
select Save from the Fi
File
le menu to sav
save
e the message in Dra
Drafts
fts folder
folder.. This
helps to prevent you sending it by mistake if you have further information to
add.
☺
field
ld or do a mail mer
merge.
ge. Place th
the
e addresse
addressess in the Bcc
Mailings - Use the Bcc fie
field if recipients do not know each other. A mail merge also allows you to
use fields in the
the message so that yo
you
u can, for instance,
instance, addr
address
ess each recipie
recipient
nt
personally.
person
ally. Fo
Forr more inform
information
ation on ho
how
w to do a Word mail merge, consu
consult
lt
the Help in MS Word.
☺
awa
ware
re ttha
hatt wh
when
en yyou
ou
Take care with rich text and HTML messages - Be a
send an email
email in rich text or HT
HTML
ML format
format,, the sende
senderr might only be able to
receive plain text emails.
40
41
Templates
Introduction
Templates by definition may mean a pre
developed page layout in electronic or paper
media used to make new pages with a similar
design, pattern, style or content. The email
templates save time while standardizing the
communication
that is sentdesigns
to the that
users.can
These
templates are ready-made
be
used as a basis for fast and high quality
communication. The email templates are
customizable and can provide value to the end
user.
On the following pages there are reference
templates commonly used in discussion with
colleagues, vendors and seniors. These templates
are strictly for reference only.
42
Issuing Instruction
Subject: Safety kit to be made available at site
Dear John,
It was brought to our notice about the kit required for the safety of the visitors who are intending
to document certain processes of our turbines at the Rattlesnake site.
I request you to take care of few things before any one is allowed in the site area. The people
visiting have to be given the following:
1. Safety helmet
2. Safety shoes
3. Th
The
e saf
safety
ety d
drill
rill for tthe
he vvisi
isitor
torss hav
have
e to b
be
e don
done
e and tthe
he si
site
te ma
manag
nager
er / in
in-ch
-charge
arge has to b
be
e
informed about the completion of the drill.
4. Th
The
e saf
safety
ety m
mana
anager
ger ha
hass to be wit
with
h the vvisit
isitors
ors d
duri
uring
ng al
alll tim
times
es th
the
e vis
visito
itors
rs are at th
the
e sit
site
e are
area.
a.
Please note that any eventuality at the site will be dealt with very seriously as the safety of our
workforce and the visitors cannot be taken lightly.
If anybody notices any discrepancy in following these rules, yyou
ou may please feel free to contac
contactt
Mr. Jim Terry, the safety in-charge at tjim@suzlon.com
Best regards,
Anthony
43
Seeking Clarification
Subject: Seeking Clarification
Dear Thomas,
With reference to your mail on purchase of cement required for civil work at Hallet
Hill wind park, I seek some clarification about the specifications of the said material.
I would like to know
1.Grade of cement to be procured
2.Quantity required for civil work
3.The location at which the material is to be delivered
I want to bring to your notice that we have some stock of the certain grades of
cement available in our inventory. I am sharing the list of the same as an attachment
with you.
you. Kindly confirm if any of the materials ava
available
ilable suits
suits the requirement.
requirement.
Best regards,
Steve Taylor
44
Intimating Intentions
Subject: Invitation to be a part of a cross functional team
Dear Mr. Chen,
This is to bring to your kind notice the need for a cross functional team (CFT) for the
purpose of disseminating the values of the company to the ranks and files of Suzlon.
The HR team has nominated you to be a part of this cross functional team to
highlight the specific value based actions in your BU. We request you to be the
interface between the HR team and the workforce in your BU in order to bring
about a certain measurable change in the culture of the people. We are proposing a
basic questionnaire for the workforce which will help us track the evident changes in
the attitude of people over a period of time.
The HR team wishes to thank you in anticipation to be a part of the CFT. You’ll be
further provided with a welcome kit to acquaint yourself better with the process.
Best regards,
Liu
45
Conveying an Agenda
Subject: Q2 performance evaluation meeting
Dear Everyone,
This is to bring to your kind notice that a meeting has been called for evaluating the
performance of the second quarter.
We will be having a meeting next Friday from 2:00 PM-4:00 PM in the Conference
Room No. 2. Apart from the evaluation, the vertical heads will also share with every
one about
about the
the proceedin
proceedings
gs of Connect
Connect 09
09 conference
conference that
that happene
happened
d on last
last
Saturday at ‘One Earth’.
All the team members are expected to attend.
Thank you,
Marie Santos
MEETING
LOCATION: Conference Room No. 2
DATE: Friday, May 5th
TIME: 2:00 PM-4:00 P.M.
FOR: All team members
SUBJECT: Connect 09
ATTENDANCE IS MANDATORY
46
Convey
Con
veying
ing an
an Agend
Agenda
a – Fol
Follow
low u
up
p
Subject:
Minutes
of the monthly review meeting
held on 5th
July 09
‘
Dear All,
Please find attached the minutes of the monthly review meeting held on the 5th of July ’09. The
executive summary of the meeting is appended herewith.
Action Points:
Sr.
No.
Point Discussed
Task
Responsibility
Timeline
1.
Review overall performance of the
team
To discover deviation against target
and decide on corrective actions.
Mr. Ronald
25th July
2.
SAP TEM module Implementation
Implementation plan to be devised
Mr. Nielsen
10th July
3.
Integration initiation with BUs
Plan to be put up for setting up a
CFT to resolve common problems
Mr. Bradman
15th July
Note:: All other ongoing assi
Note
assignmen
gnments
ts to be compl
completed
eted and re
reporte
ported
d as per the prepre-decid
decided
ed
schedule.
Best regards,
Neil Sørensen.
47
Inviting Partnership
Subject:
support
for making a process
learning Soliciting
module on
S88 Commissioning
Dear Charles,
Greetings !
We propose to make an AV module on the commissioning process of S88 WTG.
This comes in the wake of the strategic decision to standardize the commissioning process of S88
WTG across all geographies.
We request SWECo to partner with us in making this module. We require support on the following
lines
1. Subj
Subjec
ectt M
Mat
atte
terr Exp
Exper
erti
tise
se
2. Sui
Suitab
table
le lloca
ocatio
tion
n to vvide
ideo
o do
docum
cument
ent the pro
proces
cesss
3. Safe
Safety
ty perso
personn
nnel
el to g
gui
uide
de th
the
eu
uni
nitt
We have been given to understand that few machines are getting commissioned in the 2 nd week of
October. Please let us know the feasibility
f easibility to capture the process during that period.
Looking forward to your reply in affirmation.
Warm regards,
Timothy
48
Seeking Approval
Subject: Request for Leave of Absence
Dear Sir,
I am requesting for leave of absence from June 27, 2006 to July 8, 2006 for the
following reason. My physician has recommended that I refrain from working during
this period in order that I regain my health by taking good rest.
Please find attached the doctor’s recommendation for your perusal.
While
I was hoping
hoDuring
ping tomy
work
longer
longerIsabel
than
than will
he suggested,
suggest
ed,care
I feelofthat
I should defer to
his
judgment.
absence,
be taking
my responsibilities
at
work.
Sincerely,
Kavi
Ka
vith
tha
a Aiyer
Aiyer
49
Customer Communication
Sub: Thank You for Your Sincere Comments
Dear Mr. Zhang
Thank you for your sincere comments on the performance of our
product. As you may know, so few people take the time to let a manufacturer know
when they are satisfied with a product.
Our product is reliable and we excel in end-to-end solutions catering to its
Installation, Commissioning and Maintenance. Needless to say, we’d be pleased to
take our services
services a step further
further and keep the product
product well taken
taken care of.
Don't be surprised
surprised if you get a few thank you
you mails from the key employ
employees,
ees, as they
pride themselves in the quality of their work and love to hear from our family of
customers.
Best Regards,
Wen Cai
50
Vendor Communication
Subject:
Requesting
translation
services information about
Dear Mr. Martinez,
We are currently developing our sales literature and web sites and are interested in
translating these into five international languages apart from English.
I would be grateful
grateful if you could
could send
send us your brochur
brochure
e and price list about
about your
translation services.
I look forward to hear from you.
Yours faithfully
Ricardo Lopez
Marketing Manager
51
Raising a Concern
Subject:
Request
Promissory
Note for Extension of Time on
Dear Mr. Jones,
According to the terms and conditions of the promissory note which I have
signed, I am obliged to pay the amount of $5,000 on June 15, 2009.
I have been informed that the funds which were to be paid to me prior to the due
date on the
the note
note,, have be
been
en delay
delayed.
ed. Need
Needless
less to say,
say, th
this
is com
comes
es as a grea
greatt
disappointment to me.
I have been assured, however, that these funds will be in my possession by
July 7, 2009.
I am requesting you to extend the due date on the promissory note for a period of
one month
month and for a ju
just
st consid
consideratio
eration
n for the said exten
extension
sion be sugges
suggested
ted by
you.
I am looking forward for your early
e arly response.
Sincerely,
Andrew Samuel
52
Giving Feedback
Subject: Feedback on proposal submitted
Dear Mr. Khan,
Thank you for submitting your proposal for deve
development
lopment of eLearning module on O&M of our
WTG. Your proposal was assessed by a panel of experts. We would like to bring to your notice
our findings about the same.
Positives:
• Yo
Your
ur ex
expe
peri
rien
ence
ce in th
the
e fie
field
ld is an adva
advant
ntag
age
e for
for us
• Av
Avai
aila
labl
ble
e expe
expert
rtis
ise
e vi
viss-àà-vi
viss the
the team
team
Concerns:
• The tim
timeli
eline
ne sshar
hared
ed iiss bey
beyond
ond o
our
ur ex
expec
pectat
tation
ions.
s. We n
need
eed tto
o rol
role
e out tthe
he mo
modul
dule
e by 25
25th
th
itself.
• Cos
Costt is as p
per
er tthe
he ccurr
urrent
ent mark
market
et rates,
rates, but loo
lookin
king
g at tthe
he sco
scope
pe o
off th
the
e pr
proje
oject
ct w
we
e wou
would
ld llike
ike
to renegotiate.
Our Recommendations
We would like to propose sharing the subject matter expertise from our end to help reduce the
cost as well as the timeline.
th
Let us meet
Saturday, 12
confirm
youron
availability.
Best Regards,
Krishnamurthy S.
Sep ‘09, preferably first half to finalize the way forward. Please
53
Announcing a formal program
Subject: FIRST Initiative
Dear All,
Today, thanks to you, Suzlon is the 5 th largest wind turbine manufacturer in the
world and we continue to grow to higher levels of excellence. Our vision for Suzlon
is to make our customers happy and to be a consistent, profitable winner in the
market.
But our profitability has a lot of scope to improve, our performance has to be more
customer centric and costs have to be tightly reined in.
To be No.1 there are some things we have to accomplish
•
Our Customers must be our top priority
•
Imp
Impro
rove
ve pr
pro
oduct
duct per
erfo
form
rman
ance
ce and sale
saless real
realiz
iza
atio
tion
•
Remove inefficiencies in our value chain
Continued on next page…
54
Announcing a formal program
Subject: FIRST Initiative
continued…
continued…
So we are rolling out FIRS
FIRSTT- Fundam
Fundamenta
entall Initiative
Initiativess Resulting
Resulting in Struct
Structura
urall
Transformation.
Here’s what you have to do to contribute
•
Deliver on your commitments
•
Acce
Accept
pt and
and ado
adopt
pt to ch
chan
ange
gess iin
n pol
polic
icie
ies,
s, st
stru
ruct
ctur
ures
es and
and w
wor
orkf
kflo
lows
ws
•
Act on your responsibilities
•
Work as One Team, as ONE SUZLON
You will hear more about this program and its specific initiatives during the coming
com ing
weeks.
Best Regards,
Brad Miller
55
Putting up a Business Case
Subject:
learning Request
module of travel for documentation of S82
Dear Ceon,
My meeting with Mr. Rodrigues, regarding the documentation of the S82 WTG
learning module, concluded with a couple of decisions that were mutually agreed
upon.
1. Our team
team to
to go ahea
ahead
d with
with the prod
product
uction
ion of
of Commissi
Commissioni
oning
ng AV modu
module
le in
China.
2. Th
The
e revi
revised
sed co
cost
st and
and the
the supp
suppor
ortt doc
docum
umen
entt tto
o be
be for
forwa
ward
rded
ed to you
you an
and
d
Mr. Rodrigues.
Continued on next page…
56
Putting up a Business Case
continued…
Subject:
of travel…for documentation of S82
learning Request
module continued
Further to that, I’m attaching herewith, in MS word, the estimated costs of travel to
Zhuozi wind park, China for video documenting the troubleshooting process of S82
WTG.
1.
2.
3.
The
The ttea
eam
m vis
visit
itin
ing
g the
the lo
loca
cati
tion
on comp
compri
rise
sess of
of 3 peo
peopl
ple.
e.
They
They wi
will
ll be
be at
at the
the lo
loca
cati
tion
on fo
forr 5 to 6 day
dayss depe
depend
ndin
ing
g o
on
n tthe
he wind
wind speed
speedss at
at
the location.
The
The tra
trave
vell to
to and
and fr
fro
o and
and th
the
e sta
stayy of
of the
the unit
unit is bill
billed
ed to th
the
e cust
custom
omer
er of the
the
module.
4.
The
The loc
local
al trav
travel
el of th
the
e uni
unitt will
will be al
also
so ta
take
ken
n car
care
eo
off by
by the
the cust
custome
omer.
r.
I’m attaching the itinerary of the team’s travel, in MS Word document, for your kind
reference. Please make the necessary arrangements and bookings for the travel and
stay of the unit.
Please feel free to contact me if you have any query.
Best Regards,
Yao
57
Reference Resources
To know more about email etiquettes, email
do’s and don’t’s please referto the
appended links:
http://www.sideroad.com/Business_Etiquet
te/businesshttp://www.sideroad.com/Business_Etiquette/businesse-mail-etiquette-basics.html
http://www.webfoot.com/advice/email.top.php#why
http://www.bspage.com/1netiq/Netiq.html
http://www.netmanners.com/email-etiquette/10-e-mailetiquette-resolutions-for-2009/
http://www.iwillfollow.com/email.htm
http://www.emailaddresses.com/guide_etiquette.htm
http://www.learnthenet.com/english/html/65mailet.htm
Click the icon to read the article on
Email
Etiquettes
published
in
http://www.dynamoo.com/technical/etiquette.htm
Tiny Nuances, Fine
Finesse
LandDscape
LandDsc
ape August ’’08
08 issue
issue!!
58
Books to Refer
E-mail: A Write It Well Guide: How To Write And Manage
E-mail In The Workplace
Author:
Fisher168
Chan, Publisher: Write It Well,
Number Janis
of Pages:
E-mail Essentials:
How To Make The Most Of E-communication
Author:: Mat
Author
Mattt Hai
Haig
g , Pub
Publish
lisher:
er: K
Koga
ogan
n Pag
Page
e,
Number of Pages: 153
E-mail Essentials
Author:
Autho
r: Ed
Titt
Tittel
el , Publis
Publisher:
Academic
demic Pre
Press
ss ,
Number
of Pages:
298 her: Aca
Managing Your E-mail: Thinking Outside The Inbox
Author:
Autho
r: Chri
Christina
stina Cavana
Cavanagh
gh , Pub
Publisher:
lisher: John W
Wiley
iley & Sons ,
Number of Pages: 198
59
Feedback & Suggestions
Please address all your queries/suggestions regarding the product to
gld@suzlon.com
60
Tiny Nuances, Fine Finesse
Dr. Abinash Panda with Madhura Joshi, Global Learning and Development
Dr.
The article reproduced from LandDscape August ‘08 issue
BUSINESS EMAIL ETIQUETTE:
Let me share with you one of my experience with e-dialogue (debating and dialoguing through e-mail). I was in
communication with Jack on a very sensitive issue for quite some time through email. It was concerned with the
developmental options available for Jill as a part of his Individual Developmental Plan. One fine morning I received a mail from
Jill, where she had mentioned his interest areas. It was a shock to me. Later I realized that Jack had been marking all
communication to Jill on “Bcc” line. Is it professional on the part of Jack to mark Jill on Bcc line? Is it fair on the part of Jill to
respond to a mail where he has been Bcced? Both Jack and Jill have undoubtedly acted unprofessionally violating business
e-mail etiquette.
Though email was invented in the 1970s, its use as a vehicle for business communication and e-dialogue has never quite
evolved. Poor grammar,
grammar, typos and everything in between are quite common in e-mails we receive daily. Let me share with you
the relevant portion of a mail, which I received last week (see the box). After going through the content, you will know what I
mean.
An Example
Thanks for your efforts.I appreciate your answer
answer..
I understand that my convincing to you was in vain.
i.e "The cost of inhoused consultant is more than Rs 20,000 per day,
But if you send delegate to the conference,
the advantages are
1. He get trained
2. Prime querries of plant can be solved at our conferences and
3. Afterwards the delegate himself can TEACH
TEACH & TRAINED all persons at plants.
In this piece, I have mentioned fifteen key aspects of business e-mail etiquettes.
1. Spel
Spelli
ling
ng::
Any recipient would be irritated if s/he receives a mail with plethora of spelling errors. It is within the control of the sender
to use Spell checker before s/he shoots out the mail. Every single email program available, provides you a spell-checker
spell-checker..
Please check the Help or Options sections of your email program and set up automatic spell-checking. If that doesn't help,
perhaps a dictionary might.
2. Gra
ramm
mma
ar:
Only one solution for this is education. Buy a book, take a class or take help of colleagues who are good in grammar.
3. The Sub
Subjec
jectt Lin
Line:
e:
Many a time we receive emails without any entry or RE: in the subject line. This is an instance of being inconsiderate to the
recipient. Do you want them to guess the real subject of the email? How do you expect them to file this email to refer to it
later? We need to put appropriate entry in the subject line, which captures the essence of the mail and is comprehensive.
4. Att
Attach
achmen
mentt Size
Sizes:
s:
Email programs do not allow attachments of unlimited sizes. While sending files with images we should take efforts to
compress the images. Once the images are properly compressed, the file size becomes manageable to be sent. The largest
size one should send should not be more than 2MB. If the attachment is too heavy the recipient faces a problem to
download it.
5. Length
Length of the E-m
E-mail
ail::
Not every communication needs to be documented in email. Keep your mail sweet and short. However,
However, never send “one
liner” to the recipient. I had a colleague who used to send one liner like “What do you think?”, “Next what? and so on! We
should refrain ourselves from sending such one liners!
GLOBAL LEARNING & DEVELOPMENT
Winner of
ASTD - BEST AWARD 2009 FOR LEARNING
LEARNING EXCELLENCE
This document is strictly for internal circulation only
GOLDEN PEACOCK NATIONAL TRAINING AWARD 2008
continued on next page...