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Email Writing

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TBK- D BUSINESS ENGLISH WRITING EFFECTIVE EMAILS 3.1

Basics:

Formal/Neutral style

Informal style

Name

Dear Mr/Mrs/Ms/Miss Jones, Dear Mary,

Hi/Hello Mary, Mary,

Previous contact

Thank you for your email of … Further to your last email … I apologise for not getting in contact with you before now.

Thanks for your email. Re your email,…. Sorry I haven’t written for ages, but I’ve been really busy.

Reason for writing

I am writing in connection with … I am writing with regard to … In reply to your email, here are … Your name was given to me by … We would like to point out that …

Just a short note about … I’m writing about … Here’s the … you wanted. I got your name from … Please note that …

Informing

I am writing to let you know about … We are able to confirm that … I am delighted to tell you that … We regret to inform you that …

Just a note to say … We can confirm that … Good news! Unfortunately …

Attachments

Please find attached my report. I’m sending you …as a pdf file.

I’ve attached … Here is the … you wanted.

Ask for information Could you give me some information about … I would be interested in … I’m interested in receiving/finding out …

Can you tell me a little more about …

Requests

I would be grateful if you could … I wonder if you could … Do you think I could have … ? Thank you in advance for your help in this matter.

Please … Could you …? Can I have …? I’d appreciate your help on this

Promise action

I will … I will investigate the matter. I will contact you again shortly.

I’ll … I’ll look into it. I’ll get back to you soon.

Offer help

Would you like me …? If you wish, I would be happy to … Let me know whether you would like me to …

Do you want me to …? Shall I …? Let me know if you’d like me to …

Final comments

Thank you for your help. Do not hesitate to contact us again if you require further information. Please feel free to contact me if you have any questions. My direct line is …

Thanks again for … Let me know if you need anything else. Just give me a call if you have any questions. My number is …

End

I am looking forward to … (+ -ing) Give my regards to …

Looking forward to … (+ -ing) Best wishes to …

I’d like to know … Please send me …

Speak to / See you soon Close

Yours faithfully, ( Dear Sir or Madam) Bye (for now), / All the best, Yours sincerely, ( Dear Mr/Mrs/Miss/Ms..) Cheers, With kind regards, ( Dear Mr/Mrs/Miss/Ms..)

Email etiquette In the more established communication media (e.g. mail and telephone) certain widely-observed conventions have emerged. Such courtesies as when to use “yours sincerely” in a letter, or announcing your name and/or number when you answer the telephone, are not just pointless conventions, but help promote a sound basis for communication between the relevant parties.

Electronic mail, however, is a relatively new form of communication, and the number of new users is increasing dramatically. As a consequence, few people are aware of appropriate conventions to use. These conventions (often called “network etiquette”, or “netiquette”) recognise that it is very easy to despatch email messages very quickly, and so little thought is often given as to how the message will be received. This leads to the following code of good practice for email. Good practice 1. Check your mail regularly. Ignoring a mail message is discourteous and confusing to the sender. 2. Always reply, even if a brief acknowledgment is all you can manage. There is still sufficient unreliability about email transmissions to create doubt in the mind of the sender that you ever received it. 3. Reply promptly. Email systems often do not have the conventional “pending” trays of the desktop, nor secretaries to remind you, so it may be easier to forget an email message. 4. Try to keep email messages fairly brief. Most people wouldn’t choose a computer screen to read text on in preference to a printed document, and it can get very tiring for some users. Try to restrict yourself to one screen-full. 5. Make sure that the “subject” field of your email message is meaningful. Where someone receives many messages, it can be very confusing and frustrating not to be able to judge the subject matter correctly from its subject field. When you use the “reply” option, ensure that the subject field (automatically filled in for you) still accurately reflects the content of your message. 6. Try to restrict yourself to one subject per message even if this means that you have to send multiple messages if you have multiple subjects. This helps recipients to use the “subject” field to manage the messages they have received. 7. Be very careful how you express yourself, especially if you feel heated about the subject (for instance if you are shooting off a quick response to some issue). Email lacks the other cues and clues that convey the sense in which what you say is to be taken, and you can easily convey the wrong impression. If you meant something in jest, use a “smiley” [ 🙂 ] to convey that. 8. Remember that people other than the person to whom it’s addressed may see your message; ie recognise that anyone along the chain of distribution could get to see what you have said, and it might even end up in someone else’s hands.

Common mistakes Mistake 1: Thinking e-mail is good for everything Don’t let convenience blind you, sensitive issues, confidential information, provocative subjects and areas of conflict are just a few of the messages that should be off-limits to email and dealt with via phone or face-to-face. Mistake 2: Not writing e-mail from the reader’s perspective Could your message be misinterpreted? Could an innocent tongue-in-cheek remark be misconstrued? Re-read all your e-mails and become sensitive to their “tone” and how readers might interpret them. Mistake 3: Forgetting about the importance of etiquette It’s always a good idea, no matter how rushed you are, to create a positive impression by using an opening and closing (for example, Dear Mr. Smith or Regards, Joe Black), correcting sloppy grammar and spelling, using a clear and descriptive subject line, and not using jargon and abbreviations that might mystify the reader. Mistake 4: CCing the world Some people send CCs to others (e.g. by using “reply to all”) to gossip or to vent their frustrations. This leads not only to traffic jams in others’ in-boxes, but can also result in hurt feelings. When writing e-mail, only cc those parties that are directly related to the situation or email message. Mistake 5: Believing that an erased e-mail is gone forever Even if you delete an e-mail message from your in-box, it is retrievable from the company’s system, the recipient’s computer, or from the recipient’s company’s network. With technical know how, e-mails can even be retrieved from your computer’s hard drive. Learn to think of e-mail documents as permanent. Mistake 6: Assuming people have time to read your entire message To be most effective, whenever possible, e-mail messages should contain all the most pertinent and important data in the first paragraph. Most of us have a short attention span when reading from a computer screen and if we think we know where the message is going, it’s easy to save time and move onto the next message without having read the nugget of information buried in the last paragraph. Always try to fit your email message on one screen. Mistake 7: Mismatching the sender’s tone One of the toughest aspects of writing e-mail is developing a feeling of rapport – especially if you don’t know the person with whom you are corresponding. Writers with a formal, no-nonsense style usually like a similar response. For others who take a more chatty and expressive approach to their emails, respond in kind. Mistake 8: Lack of a clear request You know how frustrating it can be to read and reread an e-mail and not know what the sender really wants, “Is it an FYI or do I need to do something?” Email senders take note; specific requests are essential in email. Make sure yours are clearly defined, have a timeframe attached to them and include any necessary background information. If your email isn’t a request label it an FYI. Mistake 9: Not re-reading before you hit ‘send’ As any contractor knows the rule is “measure twice, cut once.” By reading your e-mail over before you send it you can catch and correct all sorts of mistakes before they get to the recipient and possibly create a bad impression or put you and/or your company in hot water.

Assignments Assignment 1: ATTACHMENTS Write three very short emails referring to attachments. Some ideas are given below, but adapt and change them as you wish. •

An email to colleagues about a report which you have attached as a Word document. Ask them for comments by a certain date.

•

A second email to the same people as in the above idea, saying that you forgot to attach the report. Ask them to confirm that they have received it.

•

An email to your staff with some forms attached that they have to complete and return to you by a certain date. Say why it is important.

When you finish, check with a partner. Check each other’s grammar, spelling, punctuation and style. Is everything clear, well-structured and easy to understand?

Assignment 2: GIVING NEWS Write an email to a colleague or friend giving some recent news. Some ideas are given below, but adapt and change them as you wish. •

An email to a colleague giving some news about a project. Ideas: progress of the project; problems and possible solutions; any budget or staffing issues; likely outcome.

•

An email to a colleague giving some news about a meeting. Ideas: the date has been changed; the agenda has been changed; there is some important new information.

•

An email to a friend giving some personal news. Ideas: a new job; a new flat; a mutual friend who you met.

When you finish, check with a partner. Check each other’s grammar, spelling, punctuation and style. Is everything clear, well-structured and easy to understand?

Assignment 3: COMMON MISTAKES You are going to look at the text from three emails that contain words which can often be confused. Underline the correct or most appropriate word. EMAIL 1 I am writing with (1) connection / reference / regarding to our telephone conversation this morning about your order 7890FH. I must (2) regret / apologise / sorry for the delay in processing this order. I can now confirm that the goods have been shipped and should (3) arrive / reach / deliver you within 10 working days. We have taken special (4) care / attention / caution to make sure that the items are exactly as you requested. Once again, please (5) take / have / accept our apologies. If you have any further questions, do not (6) stop / fail / hesitate to contact me again.

EMAIL 2 I was (1) sorry / unhappy / afraid to hear about the damage to the products that you received this morning. However, I am (2) afraid / apologise / regret that we cannot (3) accept / except / have responsibility in this (4) topic / material / matter. All our products are (5) controlled / checked / looked very carefully before leaving the factory, and the damage in this case must have been caused in transit. I (6) propose / suggest / tell that you contact the shipping company directly about possible compensation. In the meantime, we can ship the same order to you again, if it would help. If you give us a firm instruction to do so (7) until / by / within the next few days, the shipment should reach you (8) until / by / within the end of the month.

EMAIL 3 I am writing to you (1) affecting / connecting / concerning the meeting that we (2) combined / appointed / arranged for this Friday. I am afraid something urgent has come up and I will not be able to attend. Can we (3) cancel / postpone / schedule the meeting until next week? I can make any time Wednesday or Thursday. I apologise for any (4) disadvantage / inconvenience / unfortunate this may cause, and I (5) look forward / wait / anticipate to (6) hear / hearing / know from you.

Assignment 4: FORMAL OR INFORMAL You are going to write two emails on a similar topic, the first formal/neutral and the second informal. EMAIL 1 Write to a customer to tell them that the product/service they want is not available at the moment. Prepare the situation using the questions below. The information can be real or imaginary. • • • • • •

What is your company’s business? What products/services do you offer? What is the particular product/service that you normally offer, but is not available at the moment? Why? When is it going to be available again? Who is the customer that you are writing to? Why do they need your product/service? Are you going to promise any action, give additional information, offer help, or simply say that you will tell them when the product/service is available again?

Now write your email in a formal/neutral style. When you finish, check with a partner. Check each other’s grammar, spelling, punctuation and style. Is everything clear, well-structured and easy to understand?

EMAIL 2 Write to a friend to tell them that you haven’t got something they want from you. Prepare the situation using the questions below. The information can be real or imaginary. • • • • •

Who is your friend? What item do they want from you? Ideas: they want to borrow a book that you have; they want you to make a copy of a CD that you have. Why are you not able to give them this item at the moment? Ideas: you have lent the book to someone else; your computer isn’t working to copy the CD. When can you give them the item? Are you going to promise any action, give additional information, offer help, or simply say that you will tell them when you can give them the item?

Now write your email in an informal style. When you finish, check with a partner. Check each other’s grammar, spelling, punctuation and style. Is everything clear, well-structured and easy to understand?

Assignment 5: WRITE AN ‘APOLOGY’ EAMAIL Some ideas are given below, but adapt and change them as you wish. •

An email to a customer apologising for a delay in sending some goods.

•

Ideas: what are the goods? why did the delay happen? will you give the customer this reason? when will you send the good? will you confirm shipping when it happens? will you take any other action? can the customer contact you for more information?

•

An email to a friend whose birthday you forgot. Ideas: you were very busy at work, suggest meeting next week

•

Use these questions to prepare a situation based on your job (real or imaginary) o What do your own customers typically complain about? o From your point of view, why does this happen? o Do you give a reason when you apologise? What do you say? o What action do you tell them you will take?

Now write a typical ‘apology’ email based on this situation. When you finish, check with a partner. Check each other’s grammar, spelling, punctuation and style. Is everything clear, well-structured and easy to understand?

Assignment 6: INFORMATION, ACTION, HELP You are going to write two emails: the first asking for information; the second asking for action. EMAIL 1 Write an email to a business contact or colleague asking for information. Prepare the situation using the questions below. The information can be real or imaginary. • • •

• • •

What is your company’s business? What products/services do you offer? What is your position in the company? What information do you want right now? Ideas: the status of an order that you are waiting for; product information to give to a customer; market information about a new country where you are going to do business; financial data to write a report; hotel information for a business trip you are going to make. Who are you going to write to, to get this information? Ideas: a colleague in another department / from another country; a customer; a supplier; your line manager. Can you make your request for information more specific? Do you want to give any information to them? / promise action? / offer help?

Now write the email. When you finish, check with a partner. Check each other’s grammar, spelling, punctuation and style. Is everything clear, well-structured and easy to understand? EMAIL 2 Write an email to a business contact or colleague asking for action. Prepare the situation using the questions below. The information can be real or imaginary. • • •

• • •

What is your company’s business? What products / services do you offer? What is your position in the company? What action do you need right now? Ideas: you need a customer to sign and return a contract you sent them by post; you need colleagues to comment on a report you sent them some time ago; you need someone from IT to check a problem on your computer; planning for a trade fair is running late and you need someone to book a stand and order brochures. Who are you going to write to? Ideas: a colleague in another department / from another country, your line manager. Can you make your request for action more specific? Apart from asking for action, do you want to give them any information? offer help?

Now write the email in an informal style. When you finish, check with a partner. Check each other’s grammar, spelling, punctuation and style. Is everything clear, well-structured and easy to understand?

Assignment 7: INQUIRIES AND ORDERS Write an inquiry about some products / services you are interested in. Some ideas are given below, but adapt and change them as you wish. •

An email to a real-life company asking about products / services that you are interested in. Ideas: think about an email you might have to write for your job, perhaps look at their company website on the Internet to see their full range of products / services.

•

An email to a supplier of office equipment (perhaps a new, high-volume photocopier), or computer equipment (perhaps new monitors for your computers). Ideas: ask for a brochure and price list; ask for a visit from a sales representative.

•

An email to a firm of accountants asking about their auditing service. Ideas: you may want to use them next year as an alternative to your current auditors.

•

Your own idea.

When you finish, check with a partner. Check each other’s grammar, spelling, punctuation and style. Is everything clear, well-structured and easy to understand?

Assignment 8: INTERNAL MESSAGES Write an ‘internal message’ email. Some ideas are given below, but adapt and change them as you wish. •

An email to all staff about somebody who is coming to visit your organsation. Ideas: basic information like dates and times; why the visit is important; any action you want staff to take etc.

•

An email to your line manager about a training course you would like to go on. Ideas: what the course will teach you; why you would like to go; how you and the organisation will benefit; basic information like the cost and dates; whether you want the company to pay all or just pay a part of the cost etc.

•

An email to all staff about a special event that is going to take place inside the organisation. Ideas: a product launch? somebody leaving after long service? basic information like dates and times; what will happen at the event; any action you want staff to take etc.

•

An email to all staff announcing a change in policy or procedure. Ideas: changes to the security procedures in the building? changes to Health and Safety procedure? changes to some aspect of working conditions like office hours or lunch breaks? changes to company policy about personal use of the Internet during working hours? changes to some aspect of company perks like a mobile phone, laptop or health club membership supplied by the company?

When you finish, check with a partner. Check each other’s grammar, spelling, punctuation and style. Is everything clear, well-structured and easy to understand?

Assignment 9: NEGOTIATING A PROJECT You are going to write two emails: the first to a freelancer/ small company asking them to work with you on a particular job; the second a reply to a partner about a different job, in which you take the role of a freelancer/small company yourself. EMAIL 1: You work for a large company that needs to employ a freelancer or small company for a specific job. Write to the freelancer/small company about the job. Prepare the situation using the questions below. The information can be real or imaginary. • • • • • • •

What is your company’s business? What products/services do you offer? What job or project needs a freelancer or small company? Ideas: an IT project; auditing your books; some training for your staff; a legal service; a design service. Who are you going to write to? How did you get their contact information? Ideas: the Internet; recommendation from a colleague What exactly do you want this freelancer/small company to do? What do you need to know in terms of their charges, availability etc.? Do you have any specific questions to ask them about this job/project? Ideas: some specialist knowledge that they have.

Now write the email. When you finish, check with a partner. Check each other’s grammar, spelling, punctuation and style. Is everything clear, well-structured and easy to understand?

EMAIL 2: Exchange emails with a different partner. Now you are the freelancer/small company that your partner needs to do the job. Write a reply to the email you receive. Some ideas are given below, but adapt and change them as you wish. • • • •

Thank them for their email. Say that you attach a file with some information about yourself. Ideas: your publicity material; rates; list of clients etc. Ask questions about practical details that you need to know. Ideas: dates? times? size of the job/project? Respond to any other points in the email you received.

Now write the email. When you finish, check with a partner. Check each other’s grammar, spelling, punctuation and style. Is everything clear, well-structured and easy to understand?

Assignment 10: APPLYING FOR A JOB Write an email applying for a job. Some ideas are given below, but adapt and change them as you wish. a. Look in some newspapers/magazines or on the Internet for a job you might be interested in. b. Think of a real-life job you would be interested in. It doesn’t matter if the position is not vacant at the moment. Structure your email as follows: •

Reason for writing

•

Your background and experience

•

The job itself, and why you would like to do it

•

Refer to your CV

•

Final comments (availability for an interview)

When you finish, check with a partner. Check each other’s grammar, spelling, punctuation and style. Is everything clear, well-structured and easy to understand?

SOURCES http://www.lse.ac.uk http://jerz.setonhill.edu/writing http://www.quality-service.com/training/write_email.html http://www.businessenglishonline.net all of which were consulted in February 2008