Document Control
| Item | Detail |
|---|---|
| No. Dokumen | POL-ITC-004 |
| Versi | 1.2 |
| Berlaku sejak | 20 Februari 2026 |
| Review berikutnya | 20 Februari 2027 |
| Pemilik Dokumen | HR Department |
| Disetujui oleh | Chief People Officer |
Riwayat Revisi
| Versi | Tanggal | Penulis | Perubahan |
|---|---|---|---|
| 1.0 | 20 Februari 2026 | HR Team | Dokumen awal - standarisasi format |
| 1.1 | 21 Februari 2026 | AI Audit System | Koreksi CIRCCA values |
| 1.2 | 21 Februari 2026 | Claude Code | Koreksi CIRCCA values (Impact, Courage, Adaptability) |
Email Etiquette
Merujuk pada ISO 27001:2022 (Keamanan Informasi), ISO 9001:2015 (Komunikasi Organisasi), serta Kebijakan Internal Divistant
Versi: 1.2 | Berlaku sejak: Februari 2026 | Review berikutnya: Februari 2027 | Pemilik: People & Culture
Filosofi & Prinsip CIRCCA
Curiosity — Terus meningkatkan keterampilan komunikasi tertulis melalui feedback dan practice. Impact — Setiap email dirancang untuk menciptakan nilai dan mempercepat keputusan serta kolaborasi yang bermakna. Respect — Menghormati waktu pembaca dengan pesan yang ringkas, terformat baik, dan relevan. Courage — Berani menyampaikan feedback konstruktif dan ide-ide penting melalui email dengan tone yang empathetic. Commitment — Setiap email mencerminkan komitmen Divistant terhadap profesionalisme dan kualitas. Adaptability — Fleksibel dalam menyesuaikan tone dan format email sesuai konteks, penerima, dan kompleksitas pesan.
Ruang Lingkup
| Aspek | Keterangan |
|---|---|
| Berlaku untuk | Seluruh karyawan Divistant (PKWTT, PKWT, probation, magang) |
| Cakupan | Semua email yang dikirim menggunakan akun @divistant.com |
| Pihak terkait | Seluruh karyawan, Management, People & Culture, Compliance |
| Jenis Komunikasi | Internal emails, client communication, formal announcements, documentation |
Definisi Istilah
| Istilah | Definisi |
|---|---|
| CC (Carbon Copy) | Salinan email untuk pihak yang perlu mengetahui tanpa memerlukan aksi langsung |
| BCC (Blind Carbon Copy) | Salinan email tersembunyi — penerima BCC tidak terlihat oleh penerima lain |
| Subject line prefix | Tag di awal subject ([ACTION], [FYI], [URGENT]) untuk mempermudah prioritisasi |
| Reply All | Membalas email ke semua penerima (gunakan dengan hati-hati) |
| Email signature | Blok informasi standar di akhir email (nama, jabatan, kontak) |
| Thread | Rangkaian email bolak-balik dalam satu topik yang sama |
| Escalation | Menaikkan level komunikasi ke atasan ketika urgent atau kompleks |
| Auto-responder | Pesan otomatis untuk pemberitahuan out-of-office atau keterlambatan |
Pernyataan Kebijakan
Setiap email yang dikirim menggunakan alamat @divistant.com mencerminkan profesionalisme, integritas, dan standar komunikasi Divistant. Seluruh karyawan wajib mengikuti standar format, etika, dan keamanan email yang ditetapkan dalam kebijakan ini, terutama untuk komunikasi dengan pihak eksternal. Email adalah dokumentasi resmi dan dapat digunakan sebagai bukti dalam konteks legal atau audit.
Format Email yang Baik
Subject Line
Gunakan prefix untuk clarity:
| Prefix | Penggunaan | Contoh | Priority |
|---|---|---|---|
| [ACTION] | Email yang membutuhkan tindakan | [ACTION] Review Q1 Report — deadline Jumat 14 Feb | HIGH |
| [FYI] | Informasi saja, tidak perlu aksi | [FYI] Update jadwal training Maret | MEDIUM |
| [URGENT] | Hal mendesak (gunakan sangat hemat) | [URGENT] Server downtime — action needed | CRITICAL |
| [MEETING] | Penjadwalan atau perubahan meeting | [MEETING] Rescheduled: Project Kick-off ke Rabu | MEDIUM |
| [DECISION NEEDED] | Memerlukan approval atau keputusan | [DECISION NEEDED] Budget allocation untuk Q2 | HIGH |
| Tanpa prefix | Komunikasi standar | Client meeting follow-up | NORMAL |
Best Practices Subject Line:
- Spesifik dan informatif (hindari "Hi", "Question", "Important!!!")
- Minimal 5 kata, maksimal 50 karakter
- Jangan gunakan ALL CAPS (terkesan berteriak)
- Include key details: project name, date, action required
Salam Pembuka
| Konteks | Format | Contoh |
|---|---|---|
| Internal formal | "Hi [Nama]," atau "Hello [Nama]," | Hi Sarah, |
| Internal team | "Hello team," atau "Hi all," | Hello team, |
| Eksternal formal | "Dear [Title] [Nama]," atau "Good morning/afternoon," | Dear Mr. Johnson, |
| Eksternal informal | "Hi [Nama]," | Hi Alex, |
| Eksternal first contact | "Dear Hiring Manager," atau "To Whom It May Concern," | Dear Hiring Manager, |
Body Email
Struktur yang efektif:
Pembukaan (1-2 baris) — Langsung ke poin utama atau konteks
- "I wanted to follow up on our meeting yesterday..."
- "As discussed in the sync, here are the next steps..."
Konten utama — Paragraf pendek (3-4 baris max)
- Satu topic per paragraph
- Gunakan bullet points untuk clarity
- Hindari wall of text
Call-to-action jelas — Apa yang Anda butuhkan
- "Please review and provide feedback by EOD Thursday"
- "Confirm your attendance by reply-all"
- "No action needed — FYI only"
Penutup — Terima kasih atau next steps
- "Thanks for your input!"
- "Looking forward to your thoughts"
Contoh struktur:
Hi [Nama],
I wanted to follow up on our conversation regarding the Q1 budget. Based on our discussion, here are the proposed allocations:
• Engineering: $150K
• Operations: $75K
• Marketing: $60K
Please review these numbers and provide feedback by EOD Friday. If there are any concerns, let's schedule a 15-min call to discuss.
Thanks,
[Your Name]
Penutup Profesional
| Konteks | Format | Tone |
|---|---|---|
| Internal casual | "Thanks," atau "Best," | Informal, friendly |
| Internal formal | "Best regards," atau "Regards," | Respectful |
| Eksternal | "Best regards," atau "Kind regards," | Professional |
| Urgent follow-up | "Thanks & looking forward to your response," | Proactive |
| Soft close | "Let me know if you have any questions," | Supportive |
Signature Standar
[Nama Lengkap]
[Jabatan]
Divistant
M: [No. HP]
E: [email]@divistant.com
www.divistant.com
Contoh:
Andri Wijaya
Engineering Manager
Divistant
M: +62 811 XXXX XXXX
E: andri@divistant.com
www.divistant.com
Waktu Respons
| Tingkat Urgensi | Target Respons | Implementasi | Catatan |
|---|---|---|---|
| Urgent [URGENT] | < 4 jam | Check email setiap 2 jam saat bekerja | Gunakan hemat, truly urgent saja |
| Normal [ACTION] | < 24 jam (hari kerja) | Standar kebanyakan email | Buka email 2-3x per hari |
| FYI [FYI] | Acknowledgment opsional | Tidak perlu respons kecuali diminta | Acknowledgment bisa via reaction/emoji |
| Informational | Tidak perlu respons | Hanya untuk awareness | Newsletter, general announcements |
Jika tidak bisa merespons dalam target waktu:
- Kirim quick acknowledgment: "Thanks for your email. I'll review and get back to you by [waktu]."
- Gunakan auto-responder jika out-of-office
- Beri tau recipient jika delay diprediksi
Penggunaan CC dan BCC
CC (Carbon Copy) — Yang Harus Tahu
| Gunakan untuk | Hindari | Alasan |
|---|---|---|
| Transparansi ke stakeholder terkait | CC berlebihan "just in case" | Reduce inbox noise |
| Menjaga atasan informed tentang progress | CC atasan untuk perlindungan diri | Indicates lack of confidence |
| FYI untuk people yang affected | Forward semua email ke banyak orang | Disrupts focus |
Best Practice: Saat CC, tambahkan note: "[Name] - FYI only, no action needed"
BCC (Blind Carbon Copy) — Tersembunyi
| Gunakan untuk | Keterangan | Contoh |
|---|---|---|
| Mass email eksternal | Melindungi privasi email address | Event invitation ke 50 external people |
| Daftar penerima tidak perlu terlihat | Penerima tidak bisa lihat list orang lain | Newsletter bulk send |
| Archive/backup untuk compliance | Keep record tanpa memberitahu | Send to archive email for compliance |
Penting: Transparansi adalah kunci — hindari BCC untuk tujuan "surveillance"
Best Practices Email
| Yang Dilakukan | Yang Dihindari | Alasan |
|---|---|---|
| Proofread sebelum kirim (spell, grammar, names) | Mengirim email saat emosi — tunggu min 1 jam | Prevent misunderstandings |
| Paragraf pendek, 1 topik per email | SEMUA HURUF KAPITAL (terkesan berteriak) | Easier to read and scan |
| Reply All hanya jika semua perlu tahu | Forward tanpa konteks tambahan | Save inbox clutter |
| Acknowledge receipt email penting | Attachment berukuran besar (>10MB) | use Google Drive link instead |
| Aktifkan Out-of-Office saat cuti | Percakapan bolak-balik panjang (5+ emails) | Move to chat/meeting instead |
| Use Google Drive link untuk docs besar | Confidential info dalam plain text | Encrypt or use secure channels |
| Sign email dengan signature standard | Use "ASAP" tanpa deadline spesifik | Be concrete: "by Friday EOD" |
| Keep email concise (golden rule: < 5 paragraphs) | Multiple action items tanpa numbering | Number them: 1) 2) 3) |
Email untuk Klien/Eksternal
| Aturan | Implementasi | Contoh |
|---|---|---|
| Bahasa formal dan profesional | Representasi langsung Divistant | Use "I look forward to" vs "I wanna" |
| Double-check detail | Nama klien, perusahaan, angka, tanggal | Before hitting send, verify 3x |
| Sertakan konteks | Klien tidak mengikuti diskusi internal | "As mentioned in our last meeting on Feb 10..." |
| Proofread ekstra | Grammar, typos, formatting | Read aloud untuk check flow |
| Professional tone | Hindari slang, casual language | "regarding" vs "bout", "furthermore" vs "also" |
| Review manager jika ragu | Tentang isi atau tone yang kompleks | Especially first time with client |
| Include clear CTA | Apa aksi/response yang diharapkan | "Please confirm by EOD Thursday" |
Handling Topik Sensitif
Untuk email tentang topik sensitif (feedback negatif, konflik, negosiasi, perubahan signifikan):
| Langkah | Keterangan | Timing |
|---|---|---|
| Pertimbangkan medium | Meeting/video call seringkali lebih efektif | Before drafting email |
| Review draft dengan manager | Jika unsure tentang approach | Day before send |
| Jaga tone | Netral, konstruktif, empathetic | While writing |
| Hindari asumsi | Tulis dengan empati dan good faith | Benefit of the doubt |
| Buat record tertulis | Jika ada keputusan penting | Send follow-up email confirming |
| One-to-one first | Jangan broadcast sensitif news | Personal conversation first |
Contoh tone untuk feedback:
Hi [Nama],
I wanted to share some feedback on the proposal you submitted. Overall, the approach is solid, and I appreciate the effort you put into it.
A few areas to strengthen:
1. Section 3 needs more detail on implementation timeline
2. Consider adding risk mitigation strategies
I'm happy to discuss these and help strengthen the document. Let's sync up this week.
Thanks,
[Your Name]
Manajemen Email & Inbox
| Praktik | Benefit | Implementasi |
|---|---|---|
| Label/Folder | Organization dan quick retrieval | Create folders: Clients, Projects, Admin |
| Archive | Keep inbox clean | Don't delete, just archive |
| Star important | Quick reference untuk urgent items | Star action items dan awaiting responses |
| Snooze | Bring back to top when relevant | Snooze 1 week to follow-up |
| Unsubscribe | Reduce noise | Bulk newsletters, low-value notifications |
| Filters & rules | Automate sorting | Automatically label and archive |
| Batch process | Efficient email handling | Dedicated times to check: 09:00, 14:00, 16:00 |
Training & Awareness
| Aktivitas | Frekuensi | Sasaran | Format | Owner |
|---|---|---|---|---|
| Onboarding email standards | Saat bergabung | Karyawan baru | 30-min workshop + template | People & Culture |
| Professional writing workshop | Tahunan | Semua karyawan | 1.5-hour workshop | External trainer |
| Client communication training | Semester | Tim client-facing | Workshop + case studies | Leadership |
| Email security awareness | Tahunan | Semua karyawan | Online training + phishing drill | IT Security |
| Feedback on email quality | Quarterly | New writers/graduates | 1:1 coaching | Manager |
Kebijakan Terkait
- Communication Tools — Overview semua tools
- BizOps Chat Usage Guidelines — Chat vs email guidance
- Calendar & Meeting Policy — Meeting protocols
- Data Privacy & Protection Policy — Confidential data handling
- Information Security Policy — Security standards
- Code of Conduct — Professional conduct
Kontak
Pertanyaan tentang standar komunikasi email:
📧 people@divistant.com (People & Culture) 📧 compliance@divistant.com (Legal/Compliance questions) 💬 #communication-tips (BizOps Chat untuk quick questions)
Last updated 3 months ago
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