Email Etiquettes

• Accurate Subject of the email & calendar invite so the communication is not missed or ends up in a pile without attention. For customer communication, Subject MUST have: <company name> - <customer name> topic of discussion
  
  
• Discipline about Who is on the "To" list and "CC" list. 
• Individuals marked in the "To" list are expected to be accountable or responsible for action on your email. 
• Individuals marked in the "CC" list are expected to be "in the know" and not expected to take any action. This doesn't mean recipients ignore this email - NOT an acceptable excuse. 
  
  
• Write emails in bullet-points; highlight the important points; keep it brief (don't lose the essence and meaning of the email); perform grammar check before clicking "send" especially customer-facing emails.
• In the cases your email needs immediate attention (Do not misuse this); tag the subject line as "URGENT", "ESCALATION", "ATTENTION", "ACTION. NEEDED". These will be addressed in an immediate fashion.
  
  
• Emails MUST have your signature in <company> standard format. Our goal is to make ourselves easily reachable by our customers/contacts.
  
  
• Anything that can be taken off from email and moved to the TEAMS channel; please do that. 

• If you keep getting copied on matters that are completely irrelevant; please ask the sender to remove you from further communications on specific threads.

• Discipline about Calendar invites: if you receive a calendar invite; you are expected to "Accept" or "Decline / Tentative - With a reason" so the person inviting you to the meeting can take appropriate action and ensure that maximum outcomes are driven/delivered from the time procured and spend with/without customers.
• NO calendar invites to be sent without an "Agenda" and "Expected Outcomes" and where possible "Prep Notes".
• NO meetings end without a summary of the meeting and action items. Meeting notes "MUST" be sent before the EOD. With the volume and growth, we are aiming for; we can't afford a wasted meeting and opportunity to drive revenues/customer success/customer engagement.
• GOLDEN RULES: 
• If you DO NOT get a response to your email; that had any Revenue Generating or Customer Success or CSAT activities; PICK UP THE PHONE and call the stakeholders including escalation to ELT if no response.  
• Avoid elementary excuses like "I sent him/her multiple emails but nothing was done"; "I never got any response"; "I tried,"; "We are all professionals, he/she should have replied." We are all here to get things done right the first time with quality and speed." Don't let someone fail you.