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Email Correspondence Policy

If you use e-mail 1-2 times a month, you may never have thought that it may be very difficult to conduct active correspondence with dozens of people at the same time. You will greatly simplify the work with the mail to your interlocutor (and with a significant amount of correspondence and yourself too), if you follow a few simple rules. These recommendations are not a dogma, are aimed solely at improving the efficiency of work with the mail and do not concern such issues as politeness, etiquette, corporate culture, prevedy, emoticons and smack-smacks.

1. Creating a new letter
1.1. Topic of the letter
1.2. Fields "To", "Copy", "Bcc"
1.3. Urgency / importance flags
1.3.1. Letters to subordinates
1.3.2. Letters to the authorities
1.3.3. Letters to colleagues
1.4. Appeal
1.5. Letter body
1.6. Signature
2. Reply to the received letter
2.1. “Reply” (Reply), “Reply to all” (Reply to all), “Forward” (Forward)
2.1.1. "Reply"
2.1.2. "Reply All"
2.1.2. "Forward"
2.2. Topic of the letter
2.3. Letter body

1. Creating a new letter

1.1. Topic of the letter

When creating new letters, do not forget to specify the subject of the letter. It is desirable that the topic sounded concise, but rather fully made it clear what was going on in the letter. If you assume that in the future your interlocutor will need to return to this letter, or this letter is one of many concerning a certain topic, it makes sense to include in the name of the letter a few words on which you can later search or group with other letters, concerning the issue of interest. Also, in agreement with the interlocutor, you can include special sequences of characters (tags) in the subject line of the letter to automatically sort the mail.

Example 1.1. Your organization has decided to renew the contract with the research and production enterprise “Ukrainian Information Company” (“SPE PEC”). You found a typo in the contract (details are incorrectly indicated) and want to inform your boss about this.
An example of a bad topic title: “Problem !!!” . Your letter will certainly attract attention on the day it is received. But after a few days, if we assume that this is not the first letter from you with a similar topic, and the rest of your colleagues also write letters with similar topics, finding this particular letter in the archive of incoming mail will be a difficult task for your boss.
An example of a satisfactory title of the topic: "Incorrect details are given . " More or less clear what is at stake. Relatively easy to find in the "inbox" (the first few days). Hard to find in the archive in a few months.
An example of a good title for the topic: “Incorrectly indicated details (contract with the SPE PEC for 2010)” . It is clear what is at stake. It is easy to find both in the "inbox" and in the archive using the keyword search (or tags):
- “contract” + “SPE UIK” , if you need to find letters concerning the conclusion of contracts with this organization
- “NPP PEC” , if you need to find everything related to working with this organization,
- “contract” + “2010” , if you need information on contracts for 2010, etc.

1.2. Fields "To", "Copy", "Bcc"

In the "To" field indicate who is supposed to receive an answer to this letter. If it is assumed that you need to answer several people, you specify them all in the "To" field.

Example 1.2.1. You draw up a contract, you want an accountant and a lawyer to check it and tell you whether everything is correct. Both - in the "To".
In the field "Copy" indicate people who may be interested in this letter, but no response from them is required.
Example 1.2.2. In the previous example, you can include your boss in the “Copy” if he asked you to keep him “in the know” on this issue.
Example 1.2.3. Referring to someone's opinion, it may be useful to include it in a copy, so that the recipient of your letter knows that you have correctly interpreted the words of the person referred to.
Example 1.2.4. When giving instructions to an employee who is not directly subordinate to you (of course, having coordinated this previously with his line manager), it makes sense to include his manager in the “Copy” so that the employee knows that your order is agreed with his direct supervisor and not from him require more than agreed.
In the "Bcc" field indicate recipients who may be interested in the subject of the letter, and for some reason you do not want it to be visible to other recipients.
Example 1.2.5. You are doing a mass mailing and do not want recipients to see each other’s contacts in order to avoid spilling e-mails into spam databases.

1.3. Urgency / importance flags

Even if you are a very good employee, all the issues you solve are very important for you, and you are used to solving them as quickly as possible, which does not mean that all your letters should be flagged “high importance”.
Which letters are considered important and which ones are not depends on the specific situation.
1.3.1. Letters to subordinates
Letters from the superior to subordinates are “important” by definition. It makes sense to put the flag of importance only if your subordinate is overloaded with your instructions and suddenly there is an urgent business that needs to be done before all the others.
1.3.2. Letters to the authorities
You have to understand that when sending a letter of high importance, you are actually asking a person to give up all your business and start working on your question. If, after reading the letter, your boss doesn’t share your opinion on the urgency of this issue, nothing but irritation, such a letter will not cause your career growth (as a person not mature enough to properly prioritize) may slow down, stop completely, or even decline. .
1.3.3. Letters to colleagues
It makes sense to put, for example, for letters like "this-need-us-all-and-urgent" or "I-of-course-understand-what-you-this-not-need-but-if-not-help-all-out gone . "

1.4. Appeal

The appeal is usually placed at the beginning of the letter. If the letter is addressed to several recipients, the appeal may occur in the middle of the letter.

Example 1.2.6.

Tatyana, Roman,
This contract must be concluded within 2 days.

Novel,
specify the details and tell Tatiana.

Tatyana,
print, register in the office and bring it to me for signature.

1.5. Letter body

1. To make your letter easier to read , use paragraphs or blank lines to highlight the structural elements of the letter, as well as individual sub-topics in a long letter.
2. If you want to get answers from your interlocutor on several questions indicated in the letter, it makes sense to explicitly number them so that your interlocutor does not miss something important, and when responding can give a concise but understandable answer to you without spending much time to write it (see example 2.3.1).

1.6. Signature

Be sure to sign at the end of the letter!
Agree, it is hard to guess what the letter is about (or at least understand from whom) if you receive a letter that contains only one phrase “So what did you decide?”, The letter’s subject and signature are missing, and the letter itself sent from the address “megademon88@mail.ru”.
By the way, it would be a good idea to have an account for business correspondence containing your last name, last name and first name or last name and initials (“bukasov@gmail.com”, “Ivan.Ivanov@mail.ru”, “SPetrenko@ukr.net” ). But even the presence of the "correct" account does not relieve from the obligation to sign your letters.

2. Reply to the received letter

2.1. “Reply” (Reply), “Reply to all” (Reply to all), “Forward” (Forward)
When replying to a letter, never create a new message. Use "Reply" (Reply), "Reply to all" (Reply to all), "Forward" (Forward).
2.1.1. "Reply"
The answer is sent only to the person from whom you received the letter.
It is used for correspondence with one person or for answering / acknowledging receipt of a mass mailing letter.
If you think that your answer contains information that might interest someone else, you can always add this person to “To” or to “Copy”.
2.1.2. "Reply All"
The sender of the letter, as well as all people (except you) specified in the "To" field of the original letter fall into the "To" of your answer. All people (except you) specified in the "Copy" of the original letter fall into the "Copy" of the answer.
Used when discussing a question with a relatively small circle of people.
For obvious reasons, you should not use when answering mailing type.
2.1.2. "Forward"
Most often used to ask someone to solve an issue that goes beyond your remit.
Do not forget to add to the "Copy" of persons interested in resolving the issue.
Please note that when forwarding a letter (as opposed to replying to a letter), attachments of the original letter (if any) are automatically added to the new letter.
2.2. Topic of the letter
When answering a letter, never change the subject of the letter, otherwise the opportunity to group the correspondence on this topic will be lost.
When replying to a letter, its subject should sound like “RE: Subject of Received Letter,” and when forwarding it should say “FW: Subject of Received Letter.”
If your email client adds another “RE:” when responding to a letter, delete it (it is “RE:” and not an email client, although deleting such an email client is a good idea), because in the subject line “ RE: RE: RE: RE: RE: RE: RE: RE: SubjectInitational letter ”no one will count the number of“ RE: ”, but useful information (letter subject) may crawl out of the window.
2.3. Letter body
When replying to a letter (or forwarding), your letter should look like this:
  1. <Your letter (including greeting and signature)>
  2. <delimiter>
  3. <Information about the received letter> (inserted by the mail client when replying)
  4. <Text of the original letter>

1. Place your text at the beginning of the letter. Your interlocutor is interested in your answer, and this should be the first thing he will read in a letter (top-posting). In addition, many people now have smartphones on which they check email when they are not at the computer. If your answer is not at the beginning, but somewhere in the middle or at the end, then this person will have at best to scroll through the letter to the end, because it won't fit on the screen. And there is also the worst case: most mobile clients download only the first few kilobytes of email to save traffic. Those. the person will need to open the letter, click on the “download the rest of the letter” button at the next synchronization, synchronize with the mail server (spending traffic and time), and only after that download the fully downloaded letter to the very end to read your answer. Well, you understand: use the top posting.
If several questions were raised in the original letter and they were numbered (see clause 1.5, clause 2), then number the answers accordingly.

Example 2.3.1.
...
  1. Definitely yes.
  2. I do not mind, but consult in the accounting department.
...

If you are very busy and the question is very urgent, you can answer “see The answers are lower in the text ”and enter the answers in the body of the received letter But it is better not to abuse this, because if someone else wants to correct you, the structure of the letter will become very complex and you will miss the latest version of the fixes by mistake.
If the original letter is marked as “important,” reply to it as soon as possible. If in a letter marked as “important,” you are asked for some materials, but it takes time to prepare them, simply confirm receipt of the letter and let you know when you plan to send the required materials. (If you just sit down silently and start preparing materials, your interlocutor will be nervous at this time, doubt whether you have received a letter, call you by phone, look for other ways to contact you)
Be sure to confirm receipt of letters that explicitly ask for this, as well as those letters that refer to scheduling meetings with your participation or assignments given to you, even if there is no explicit request to confirm receipt of the letter, the text does not.
2. As a separator, <hr> is usually used for letters in HTML format or many minuses for text letters.
3. The mail client should be configured so that when responding, the information about the received letter indicates who, when, to whom and on what topic it wrote.

Example 2.3.2. Response to the letter
Hi, Vasya!
WACAAAP !!!

-
Respectfully,
Maxim Bukasov

From: Vasiliy Pupkin [mailto: vasiliy.pupkin@example.com <mailto: vasiliy.pupkin@example.com >]
Sent: Monday, November 02, 2009 11:50 AM
To: Maxim Bukasov
Subject: What's up? Hi, Maxim! What's up? -
Vasya Pupkin

If you use MS Outlook email client, the default settings will do.

4. Do not delete or edit the text of the original letter. Include it entirely without any changes to the end of your letter after the signature and separator (TOFU). This will help your interlocutor, if necessary, to recall the discussion process, and if a new participant joins the discussion, he will be able to quickly get up to speed by reviewing just one letter.
No need to save on the little things! Transferring “extra” cited text of 1KB when connecting to the Internet at a speed of 1Mb will take less than 0.01s. His absence may require minutes or even hours of your respondent’s personal time to remember what was said or to get in the way.

PS These recommendations are mandatory for the implementation of correspondence by e-mail as part of training on our courses.
PPS Having taken a job in any organization, forget everything that is written above and use its corporate standards for office work.