Professional Email Writing Kenya: Work Email Etiquette

Why Email Matters at Work

Email is the primary communication tool in modern Kenyan workplaces.

Everything happens via email:

Job applications
Client communication
Internal team coordination
Meeting requests
Project updates
Official documentation

Your emails reflect:

Professionalism
Communication skills
Attention to detail
Respect for others’ time

Poor email = Unprofessional image, misunderstandings, missed opportunities.

Strong email skills = Career asset.

African professionals working on computers

Email vs. Other Communication

When to use email:

Official requests/documentation
Non-urgent communication
Information that needs to be referenced later
Communication with external stakeholders (clients, partners)
Formal announcements
Following up meetings with action items

When NOT to use email:

Urgent matters (call or WhatsApp)
Sensitive/confidential issues (face-to-face better)
Complex discussions (meeting more efficient)
Emotional topics (tone can be misread)

In Kenya:

WhatsApp widely used for quick internal team communication
Email still standard for formal/external communication

Basic Email Structure

Every professional email has 5 parts:

Subject Line – What email is about
Greeting – Addressing recipient
Body – Main message
Closing – Sign-off
Signature – Your contact details

Visual structure:

Subject: [Clear, specific subject]

Dear [Name],

[Opening: State purpose in first sentence]

[Middle: Provide details, organized in short paragraphs or bullet points]

[End: Clear call to action or next steps]

Best regards,
[Your Name]
[Your Job Title]
[Your Company]
[Your Phone Number]
[Your Email]

Length: As short as possible while being complete (ideally 50-125 words for routine emails).

1. Subject Line

Purpose: Recipient decides to open or ignore based on subject line.

Good Subject Lines

Characteristics:

Specific (tells exactly what email is about)
Concise (5-8 words ideal)
Action-oriented (if action needed)

Examples:

✅ Meeting Request: Budget Discussion – 20th Dec ✅ Q4 Sales Report Attached ✅ Action Required: Approve Invoice #1234 by Friday ✅ Follow-Up: Interview for Marketing Manager Position ✅ Rescheduling Tomorrow’s 2pm Meeting

Bad Subject Lines

❌ Hi (says nothing) ❌ Important (what’s important?) ❌ Quick Question (vague) ❌ [No subject] (looks careless) ❌ URGENT!!! (overused, crying wolf) ❌ Just following up (on what?)

Tips

Be specific:

Include key details (date, document name, action)
Recipient should know what to expect

For replies:

Keep original subject if same topic
Change subject if topic shifts: “New Topic: [Subject]”

Use keywords:

Action Required (if they must do something)
FYI (for your information, no action needed)
Meeting Request
Deadline: [Date]

Kenyan workplace note: Some offices still use “RE:” for replies—standard practice.

African businesswoman typing professional email

2. Greeting

How you address recipient sets the tone.

Formal Greetings

Use when:

First contact with someone
Writing to senior management
External clients/partners
Official communication

Options:

✅ Dear Mr. Kamau, ✅ Dear Dr. Wanjiru, ✅ Dear Prof. Omondi, ✅ Dear Ms. Njeri, (if unsure if married, use Ms. not Mrs.)

If you don’t know name:

✅ Dear Sir/Madam, ✅ Dear Hiring Manager, ✅ Dear Customer Service Team,

Semi-Formal Greetings

Use when:

Colleagues you work with regularly
Internal team communication
Less formal company culture (startups, creative agencies)

Options:

✅ Hi John, ✅ Hello Mary, ✅ Good morning Peter,

Group Emails

Use:

✅ Dear Team, ✅ Hi Everyone, ✅ Dear Colleagues, ✅ Hello All,

What to Avoid

❌ Hey! (too casual for work) ❌ Yo (unprofessional) ❌ To whom it may concern (outdated) ❌ Dear Friend (inappropriate for work) ❌ No greeting at all (rude)

Kenyan Context

Respect for titles is important:

Use Dr., Prof., Eng., CPA, Advocate where applicable
When unsure, “Mr./Ms.” is safe
“Sir/Madam” widely accepted for formal emails

3. Body

Main message—most important part.

Opening Sentence

State purpose immediately (don’t make reader guess).

Examples:

✅ “I am writing to request a meeting to discuss the Q4 budget.” ✅ “Thank you for your email regarding the invoice discrepancy.” ✅ “I am following up on my job application submitted on 15th December.” ✅ “Please find attached the sales report you requested.”

Don’t bury the lead:

❌ “I hope this email finds you well. I trust you had a good weekend. I wanted to reach out regarding…” (get to the point!)

✅ “I am writing to request your approval for the attached procurement plan.”

“I hope you are well” is common in Kenya but use once (opening), then get to business.

Middle: Details

Provide necessary information:

Background/context (if recipient needs it)
Specific details
Supporting information

Organize for readability:

✅ Short paragraphs (2-4 sentences max) ✅ Bullet points for lists ✅ Numbered lists for steps/priorities ✅ Bold key information (dates, amounts, names)

Example (organized):

I am requesting approval for the following procurement items for Q1 2025:

Office Furniture – KES 250,000

Computer Equipment – KES 400,000

Stationery Supplies – KES 50,000

Total: KES 700,000

These items are critical for equipping the new Mombasa branch, scheduled to open on 15th January 2025. Full justification and quotations are attached.

Example (unorganized):

We need to buy office furniture and computer equipment and also stationery supplies for the new branch in Mombasa which is opening in January specifically 15th January 2025 and the total cost will be 700,000 shillings…

Which is easier to read? The first one.

Ending: Call to Action

Tell recipient what you need (or what you’ll do next).

Examples:

✅ “Please review and approve by Friday, 20th December.” ✅ “Could you confirm your availability for a meeting next week?” ✅ “Let me know if you need any additional information.” ✅ “I will follow up with you on Monday regarding next steps.” ✅ “No action required – this is for your information only.”

Be clear:

What do you want recipient to do?
By when?
What happens next?

Don’t leave it vague:

❌ “Let me know what you think.” ❌ “Hope to hear from you soon.”

✅ “Please provide your feedback by 18th December so we can finalize the proposal.”

Tone

Professional but warm:

Not too stiff, not too casual
Respectful
Clear and direct

Positive phrasing:

❌ “You failed to send the report.” ✅ “I have not yet received the report. Could you please send it?”

❌ “Your proposal is completely wrong.” ✅ “I have some concerns about the proposal. Can we discuss?”

Avoid:

Sarcasm (doesn’t translate well in writing)
ALL CAPS (shouting)
Excessive exclamation marks!!!
Emojis (unless very casual, internal, and company culture allows—generally avoid in professional emails)

4. Closing

Sign-off phrase before your name.

Formal Closings

Use for:

First contact
Senior management
External clients
Official communication

Options:

✅ Best regards, ✅ Sincerely, ✅ Kind regards, ✅ Yours sincerely, (if you used “Dear Mr./Ms. [Name]”) ✅ Yours faithfully, (if you used “Dear Sir/Madam”)

Semi-Formal Closings

Use for:

Colleagues
Internal emails
Less formal culture

Options:

✅ Best, ✅ Thanks, ✅ Regards, ✅ Warm regards,

What to Avoid

❌ Cheers (too casual for most Kenyan workplaces) ❌ XOXO, Love, Hugs (never in professional email) ❌ Sent from my iPhone (remove automatic signatures that add no value)

Kenyan Preference

“Best regards” and “Sincerely” are most common and safe choices.

5. Email Signature

Professional signature provides your contact information and looks polished.

What to Include

✅ Your Full Name ✅ Your Job Title ✅ Your Company Name ✅ Your Phone Number (work or mobile) ✅ Your Email Address (optional if already in “From” field) ✅ Company Website (optional)

Example:

Best regards,

John Mwangi
Marketing Manager
Safaricom PLC
+254 722 123 456
john.mwangi@safaricom.co.ke
www.safaricom.co.ke

Simpler version:

Best regards,

Mary Wanjiru
Senior Accountant | Equity Bank
+254 733 456 789

What NOT to Include

❌ Quotes, inspirational messages (look unprofessional) ❌ Large images/logos (slow to load, clutters email) ❌ Social media icons (unless relevant to your role—e.g., you’re in marketing/PR) ❌ Legal disclaimers (unless company policy requires)

Tips

Set up automatic signature in your email client:

Gmail: Settings > Signature
Outlook: File > Options > Mail > Signatures

Keep it simple:

3-5 lines max
Plain text or minimal formatting
Professional font

Common Email Types

1. Meeting Request

Subject: Meeting Request: [Topic] – [Proposed Date/Time]

Example:

Subject: Meeting Request: Q1 Marketing Plan – 20th Dec at 2pm

Dear Sarah,

I would like to schedule a meeting to discuss the Q1 marketing plan and finalize our campaign strategies.

Are you available on Wednesday, 20th December at 2:00pm? The meeting will take approximately one hour. We can meet in Conference Room B or via Zoom if you prefer.

Please let me know if this works for you, or suggest an alternative time.

Best regards,
Peter

Key elements:

Propose specific date/time
State purpose and duration
Offer alternatives
Specify location (physical or virtual)

2. Follow-Up Email

Subject: Follow-Up: [Original Subject]

Example:

Subject: Follow-Up: Job Application for Accountant Position

Dear Hiring Manager,

I submitted my application for the Accountant position on 1st December 2024 and wanted to follow up to confirm receipt.

I remain very interested in the opportunity and would welcome the chance to discuss my qualifications further. Please let me know if you need any additional information from me.

Thank you for your consideration.

Best regards,
James Omondi
+254 712 345 678

Key elements:

Reference original communication (date)
Politely request update
Restate interest
Keep it brief

Timing: Wait 1-2 weeks before following up (don’t be pushy).

3. Apology Email

Subject: Apology for [Issue]

Example:

Subject: Apology for Missed Meeting

Dear Mr. Kamau,

I sincerely apologize for missing our scheduled meeting yesterday at 10am. I had an unexpected family emergency that required my immediate attention.

I understand your time is valuable, and I deeply regret the inconvenience this caused. Could we please reschedule for later this week? I am available on Thursday or Friday afternoon at your convenience.

Again, my apologies, and I look forward to meeting with you soon.

Best regards,
Susan Njeri

Key elements:

Apologize clearly (don’t over-explain)
Acknowledge impact
Offer solution/next steps
Keep it sincere and brief

4. Thank You Email

Subject: Thank You – [Context]

Example:

Subject: Thank You for the Interview

Dear Ms. Wambui,

Thank you for taking the time to meet with me yesterday to discuss the Marketing Officer position at Kenya Red Cross.

I greatly enjoyed learning more about the role and your team's impactful work in disaster response. Our conversation reinforced my enthusiasm for the opportunity, and I am confident my skills align well with your needs.

Please feel free to contact me if you need any additional information. I look forward to hearing from you regarding next steps.

Best regards,
Mary Kamau
+254 722 123 456

Key elements:

Express genuine gratitude
Reference specific details (shows you paid attention)
Reiterate interest
Keep it concise (3-4 short paragraphs)

Send within 24 hours of meeting/interview.

5. Request for Information

Subject: Request for [Specific Information]

Example:

Subject: Request for Q3 Sales Data

Hi Peter,

I am preparing the annual report and need the Q3 sales data for the Mombasa branch.

Could you please send the following by Friday, 22nd December?
- Total sales revenue (July-September)
- Top 5 clients by revenue
- Sales by product category

Let me know if you have any questions. Thank you for your assistance.

Best regards,
John

Key elements:

State what you need (specific)
Explain why (context)
Specify deadline
Make it easy for them (clear list)

6. Announcement Email

Subject: [Clear Announcement Topic]

Example:

Subject: Office Closed – Christmas Holiday

Dear Team,

This is to inform you that the office will be closed from 25th December 2024 to 2nd January 2025 for the Christmas and New Year holiday.

**Key Details**:
- Last working day: 24th December (half day, closing at 1pm)
- Office reopens: 3rd January 2025
- Emergency contact: +254 700 000 000

Please ensure all pending tasks are completed before 24th December. If you have any urgent matters, contact your supervisor before the holiday begins.

Wishing you all a Merry Christmas and a Happy New Year!

Best regards,
HR Department

Key elements:

Clear subject line
Important details upfront (bold or bullet points)
Action required (if any)
Contact info if needed

7. Introduction Email

Subject: Introduction – [Your Name] from [Company]

Example:

Subject: Introduction – Mary Wanjiru from ABC Suppliers

Dear Mr. Omondi,

My name is Mary Wanjiru, and I am the Sales Manager at ABC Suppliers. Your colleague, Jane Kamau, suggested I reach out to you regarding office furniture procurement for your new branch.

We specialize in providing high-quality, affordable office furniture to businesses across Kenya. Our clients include Safaricom, Equity Bank, and the Kenya Revenue Authority.

I would love to discuss how we can support your upcoming project. Are you available for a brief call next week?

Thank you for your time, and I look forward to connecting.

Best regards,

Mary Wanjiru
Sales Manager | ABC Suppliers
+254 722 123 456
mary.wanjiru@abcsuppliers.co.ke
www.abcsuppliers.co.ke

Key elements:

Who you are
Why you’re reaching out
Mutual connection (if applicable)
Brief value proposition
Clear call to action

Email Etiquette in Kenya

Response Time

General guidelines:

Urgent emails: Within 2-4 hours (if possible)
Normal emails: Within 24 hours (one business day)
Less urgent: Within 2-3 days

If you can’t respond fully:

Send acknowledgment: “Thank you for your email. I will review and get back to you by [date].”

Out of office: Set auto-reply if unavailable for 2+ days.

Example auto-reply:

Thank you for your email. I am currently out of the office from 25th December to 2nd January with limited access to email.

For urgent matters, please contact Jane Kamau at jane.kamau@company.co.ke or +254 700 000 000.

I will respond to your email when I return on 3rd January.

Best regards,
John Mwangi

CC and BCC

CC (Carbon Copy): Everyone can see who’s copied.

Use when:

Keeping others informed (boss, team members)
Transparency needed

Don’t overuse: Only CC people who truly need to know.

BCC (Blind Carbon Copy): Recipients hidden from each other.

Use when:

Mass emails (protects privacy)
Sensitive situations

Kenyan workplace: CC culture is strong (keeping bosses “in the loop”)—but be strategic (don’t CC on every minor email).

Reply vs. Reply All

Reply: Only sender sees your response.

Reply All: Everyone on email (including CC’d people) sees your response.

Use Reply All when:

Your response is relevant to everyone
Group discussion/decision-making

Use Reply when:

Your response is only for sender
Personal question
Avoid cluttering everyone’s inbox

Common mistake: Hitting Reply All when only sender needed to see (clogs inboxes, annoying).

Attachments

Best practices:

Mention attachments in email body: “Please find attached…”
Check before sending (have you actually attached the file?)
Use clear file names: “Q3_Sales_Report_2024.pdf” not “Document1.pdf”
Keep size reasonable: Under 10MB if possible (compress large files or use cloud sharing—Google Drive, Dropbox)
Acceptable formats: PDF (best for documents), Word/Excel (if editing needed), JPEG/PNG (images)

Kenyan context:

Internet can be slow—be mindful of large files
Use cloud links (Google Drive, OneDrive) for files over 10MB

Proofreading

ALWAYS proofread before sending:

Spelling errors
Grammar mistakes
Correct recipient
Correct attachments
Correct links

One typo can undermine professionalism.

Tip: Read email aloud (catches errors you’d miss when reading silently).

Mobile Email

Many Kenyans access email primarily on phones.

Make it mobile-friendly:

Short paragraphs (long blocks hard to read on small screen)
Key info at top (don’t bury it)
Bullet points for lists
Avoid large attachments

If sending from phone:

Remove “Sent from my iPhone” signature (or replace with professional signature)
Proofread carefully (autocorrect causes errors)
Avoid lengthy emails (hard to type on phone—wait till you’re on computer)

Humor and Informality

Be careful:

Humor doesn’t always translate in writing
What’s funny to you might offend others
Sarcasm often misunderstood

Safe approach: Keep work emails professional, friendly but not overly casual.

Know your audience:

Formal with clients, senior management
Can be slightly more relaxed with close colleagues (but still professional)

Common Mistakes to Avoid

1. Vague Subject Lines

❌ “Question”, “Hi”, “Update”

✅ “Question: Budget for Q1 Marketing”, “Update: Project Timeline Extended”

2. Unclear Purpose

Email body rambles, recipient unsure what you want.

Fix: State purpose in first sentence.

3. Too Long

Email longer than one screen = most won’t read fully.

Fix: Be concise. If complex, summarize in email and attach detailed document.

4. Too Short/Abrupt

❌ “Send report. John”

✅ “Hi Mary, could you please send the Q3 report by Friday? Thank you. John”

Tone matters—add courtesy.

5. Using ALL CAPS

ALL CAPS = SHOUTING

Use for emphasis sparingly (or use bold instead).

6. No Greeting or Closing

Jumps straight to: “I need the report by Friday.”

Looks rude.

Always include greeting and closing (even if brief).

7. Reply All Overuse

Not everyone needs to see your “Thank you” reply.

Think before hitting Reply All.

8. Forgetting Attachments

You wrote “Please find attached…” but forgot to attach.

Looks careless.

Fix: Attach files first, then write email (so you don’t forget).

9. Unprofessional Email Address

Using personal email for job applications: cutiegirl@gmail.com, boychamp254@yahoo.com

Fix: Create professional address: firstname.lastname@gmail.com

10. Not Proofreading

Typos, grammar errors, wrong name

Looks unprofessional.

Always proofread.

11. Sending When Emotional

Angry or frustrated? Don’t send immediately.

Fix: Write email, save as draft, re-read after calming down (or next morning), then send.

12. Ignoring Context

Replying without reading full email chain

Results in: Asking questions already answered, confusion.

Fix: Read entire thread before replying.

Email Security and Privacy

Be Cautious

Phishing emails: Scammers impersonate companies to steal information.

Warning signs:

Suspicious sender address (e.g., “support@s4faricom.com” not “support@safaricom.co.ke”)
Urgent language (“Your account will be closed!”)
Requesting passwords, PINs, or payment details
Poor grammar/spelling

Never:

Share passwords via email
Click suspicious links
Download attachments from unknown senders

Kenyan context: M-Pesa phishing scams common—legitimate companies will never ask for PIN via email.

Sensitive Information

Avoid sending via email:

ID numbers
Passwords
Credit card details
Confidential company documents (unless encrypted)

If must send: Use password-protected files, share password separately (via phone/SMS).

Company Policies

Work email = company property.

Assume:

Employer can read your emails
Emails may be audited

Don’t use work email for:

Personal job searching
Controversial topics
Anything you wouldn’t want boss to see

Advanced Tips

1. Use Templates

For repetitive emails (e.g., meeting requests, follow-ups):

Create template
Personalize before sending

Saves time, ensures consistency.

2. Schedule Emails

Tools (Gmail, Outlook) allow scheduling emails to send later.

Use when:

Writing late at night but don’t want to send till morning (looks more professional)
Sending to different timezone

3. Email Filters/Labels

Organize inbox:

Create folders/labels (Clients, Projects, Urgent)
Set rules to auto-sort incoming emails

Keeps inbox manageable.

4. Use Descriptive File Names

When attaching:

❌ “Document.pdf”, “IMG_1234.jpg”

✅ “ABC_Company_Proposal_Dec2024.pdf”, “Nairobi_Office_Photo.jpg”

Recipient knows what it is without opening.

5. Summarize Long Email Chains

If email thread has 10+ back-and-forth replies:

Start fresh email summarizing key points and decisions.

Example:

Following our email discussion, here’s a summary of what we’ve agreed:

Project deadline: 31st Jan 2025

Budget: KES 2 million

Next steps: Mary to send proposal by Friday

Let me know if I’ve missed anything.

Prevents confusion.

6. Know When to Pick Up the Phone

If email exchange goes back and forth 3+ times without resolution:

Stop emailing, call or meet.

Some things are better discussed verbally.

Quick Reference Checklist

Before sending any work email:

✅ Subject line specific and clear ✅ Appropriate greeting (formal or semi-formal) ✅ Purpose stated in first sentence ✅ Body organized (short paragraphs, bullets if needed) ✅ Clear call to action (what you need recipient to do) ✅ Professional tone (polite, respectful) ✅ Appropriate closing ✅ Email signature included ✅ Proofread for errors ✅ Attachments included (if mentioned) ✅ Right recipient(s) in To/CC ✅ File names descriptive

If all checked: Send confidently!