Tools of Communication

Tools of Communication

Basic Email

Client Services

Email Marketing

What do mean by “Tools of

communication”?

Basic Email

Basic Email

• Email SOP-Writing Effective Email

• Email Structure

• Introduction

• Body

• Conclusion/Closing

Standard Operating

Procedure “Writing Effective

Email”

1. Adding Addresses

• Concerned people only

• Avoid adding people with no concern

• Alternate person in CC

• Use ‘To’ and ‘Cc’ lines appropriately

• Do not address clients when discussing

company internal issues

• Always check ‘To’ and “Cc’ lines

TIP: Enter the addresses once you have

composed and checked the email.

2. Subject • Subject must comprise of the heading that

reflects the issue discussed in the email.

• Use same email/distribution list for a

particular subject. Do not start a

new/separate mail (even with same

subject line) unless matter has been

brought to closure.

• Do not use one mail for multiple issues.

Always use a separate mail for each issue.

2. Subject

• Do not use Mr. or Mrs. unless you are clear

about the other person’s gender. It is

preferred to call them with their first

name. But if you are using their last name,

it is good to add Mr. or Mrs. with it.

• Always provide accurate and timely

information to the client. Its always better

to accept mistakes now than to let it

create an even bigger problem for the

future

3. Content

• Keep the email simple and to the point

• Avoid using unprofessional words in your

mail. If you prefer to be called by either your

first name, middle name or last name please

mention before your signature block.

• The tone in all electronic communications should

be professional and polite

3. Content• Cross check your mails specially before sending

to top management and clients

• Always include back ground details of the issue

when writing to the top Management

• Provide enhanced details regarding any issue

when reporting. Reporting means

When, What, Where, Who,

Why

Make sure you add all 5 W’s in the email content

4. Signature

• Use your complete professional signature

block as per company standard.

• Your BlackBerry/Smartphone should also

have the standard signature. You can

request the IT Department to configure

it.

5. Response Time

It is a considered professional to prioritize your

response to the email during and after working

hours.

• Emails received during office hours should

be

prioritized and replied to before leaving the

office .

• Emails received after office hours should be

replied depending on urgency/importance and

priority. 

Client Services

Client Services

• Acknowledge

• Quick Response

• Factual Reports

• Check and Double Check

• For tone, tenses & sentences

• For facts

• Consult with Line Manager

Email Marketing

Email Marketing

• Mass Marketing

• Personalized Marketing

Mass Marketing

• Standard Content

• Attach Brochure

Reachable Contact Numbers

Personalized

• Tailored Content

• Address Individual

• Attach Brochure

How to Become a Communicator

To summarize on how to be a good communicator you need to:

1.Analyze the context

2.Set objectives

3.Think of your target audience

4.Write brief messages

5.Determine tactics

6.Evaluate

Video on Effective Communication

“Take advantage of every opportunity to

practice your communication skills

so that when important occasions arise, you will have the gift , the style, the sharpness, the

clarity, and the emotions to affect

other people”

The Human Resource Department would like to thank you for being a part of the learning culture….

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