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We will mark an email “to” someone whom we want to act / respond. We will not mark her/him on “cc”. “To” list can contain names more than one, if all of them are supposed to act (e.g., seeking suggestions from a group of people).

The person marked on “to” will respond within 24 hours (one full calendar day) indicating a realistic timeline for action completion, if an action is intended. Mails sent for information only (FYI), should also be responded to (just a “Thanks”, may be). If a person marked on “to” is sure that she/he is not the person to act on the mail, within 24 hours of receiving the mail, she/he will put the sender in touch with the person who is supposed to act on the mail.

We will not expect any follow-up email for our inaction and complete the action within the timeline committed.

We will select the “cc” list carefully and will not include people who need not be in the loop for that specific communication. There is no point in filling up mailboxes unnecessarily. If a person receives an email which does not concern her/him any way, the person will politely indicate so to the sender only.

The subject line of the mail should properly represent the content. Please do not retain the same subject line as written by the sender, if the main topic has changed somewhere in the chain.

Only those mails will be marked as “High” in terms of importance, which genuinely need urgent attention.

If a person is not in a position to access emails within the next 24 hours or more, she/he will positively put up an auto reply indicating the duration of possible non-response. She/he will respond as soon as email access is possible.

Be very careful about hitting the “reply all” button. The person who sent the mail to you might have included a person in the mail loop by mistake. Using “reply all” option can land one into lots of trouble. Similarly, be careful and read through the chain fully before forwarding a mail chain to someone.

 
Addressing someone as “Hi’ in the email is less formal and can only be used for mails sent to friends and peers. “Dear <name / surname>” is an approach which suits all occasions including addressing Customers. Preferably, add a prefix / suffix with the surname (e.g., “san” as in “Tanaka-san” for Japan, “Mr.” as in ‘Mr. Smith” for other countries).

Both the sender and the receiver need to ensure that mails sent are read and responded to properly. Therefore all mails should be brief and to-the-point to save time in reading. But please do not use SMS language in emails.

We will generally run all emails through the automatic spell check before sending out.