Email Writing

Email pointers

• Emails are less formal platform of delivery for written messages
• Start off your email message with an informal friendly greeting
• Sign off your emails
• Ensure that the subject line reflects message
• Keep it brief and simple
• Contracted word forms (shouldn’t couldn’t) are allowed in email
• Abbreviations are fine too
• Watch the use of SMS language
• Use attachments (if body message too lengthy)
• Decide if the history is relevant

Terminology and acronyms

• Try to avoid using these short forms especially if the email stands a good chance of being forwarded to an external party
• Alternatively if you have to use these, spell it out in fill at the first mention to give the reader an idea of what it means. Never assume

Observe basic email etiquette

• Use the priority feature with care (don’t use ‘urgent’ for fun)
• Know your audience’s culture
• Hit the right reply button
• Use the to, cc and bcc fields correctly
• To – directly, take action
• Cc – please read for your information, no action
• Bcc – don’t allow user to know who else receive the message
• Don’t use all capitals (capitals in email is considered the equivalent of SHOUTING)
• Never resort to excessive punctuation (!!~!!)
• Proofread before sending

Tips for better emails

• Write meaningful subject line
• Recipients scan the subject line in order to decide whether to open, forward, file, or trash
• Remember, your message is not the only one in the recipient’s mailbox
• Before you hit “send”, take a moment to write a subject line that accurately describes the content
• Keep the message focused and readable
• Use bullet points for better readability
• Use short paragraphs and avoid clumping
• Always be kind, don’t flame
• Never reply to an email when you are angry
• Consider the best means of communication (do not use email on issues that are too sensitive, it may cause misunderstanding)
• Distinguish between formal and informal situations
• When you are writing to a friend, it is OK to use smiles (=]), abbreviations (LOL) and nonstandard punctuation and spelling
• By the same token, don’t use informal language when your reader expects a more formal approach. Always know the situation, and write accordingly

Understanding the differences

Internal emails

• Use of jargon and short forms are fine
• Salutations are usually more casual (Hey)
• Less service and customer oriented
• No formal closings

External emails

• Spell things out in full to avoid confusion
• Salutations could be less casual (Dear)
• Emphasis placed on service orientation
• A standard signature block

Style and approach

• Natural sounding
• Simple
• Concise
• Clear
• Easy to understand
• Coherent
• Customer oriented
• Refrain from using old-fashioned language when composing your email message
• Writing should be kept as natural and simple as possible
• Do not use redundant expressions words or long winded phrases

Style and approach

Old-fashioned jargon	Natural modern
Herewith please find	I am pleased to attach
We regret to inform you that we are unable to accede to your request	Unfortunately we are unable to agree to your request
I refer to the above mentioned account	I refer to this account
We refer to your email of 20 June 2008	Thank you for your email of 20 June
As spoken in our teleconversation this morning	Thank you for calling me this morning
Please revert to me soonest possible	I hope to hear from you soon
I will revert soon	I will reply soon
Should you require any further clarification please do not hesitate to contact the undersigned	Please give me a call on 67654321 if you have any questions

Spelling does matter

• Rules of spelling in the English language is sometimes illogical and inconsistent, but spelling does matter
• Decide whether you should be using American or British English and always be consistent (use ‘organisation’ cannot have ‘center’)

Effective emails are concisely written

• When constructing your emails, ensure that your sentences are kept to a maximum of 15 words (KISS-Keep It Short and Sweet)
• Limit your sentences in your email to just one key message per sentence
• You can ensure conciseness by shortening your word combinations

Shorten the word

At this point in time	Now
Both together	Both/together
For the purpose of	To
Bring to a resolution	resolve

Concise writing essentials

• Identify your key messages
• Ensure they are not omitted
• Retain reference
• Maintain courtesy (thank you)
• Make distinctions when needed (specify)

Approaches to writing

• The direct approach
• Used when writing general correspondence, making a request, sharing positive or neutral news and information
• When using the direct approach: The main idea or key message comes first followed by the supporting facts/evidence and data
• The indirect approach
• Used when sharing negative information or bad news
• When employing the indirect approach: The supporting facts/evidence and data precedes the main idea or key message

Using the right tone when emailing

• Ensuring the appropriate tone is used is essential in ensuring that your email messages are not misunderstood
• The tone of your emails will determine the success of your communication objectives

Understanding tone

Tone conveys

• The emotional content of your message
• The degree of formality or informality
• Your attitude towards the topic
• The urgency of your message

Improving the tone

• The words you use and how you use them will set the tone of your communication
• You can alter your tone to convey messages in different ways. It is important to use the right tone in your communication

Factors that help you decide the appropriate tone when emailing

• Your own status
• The status of the reader
• Your relationship with the reader
• The content of the message

Some choice words

• It is most unfortunate
• I understand your frustration
• With all due respect
• Thank you for highlighting this oversight
• Thank you for bringing this matter to our attention
• Thank you for your email
• Please accept our sincere apologies
• Allow me to extend my heartfelt apologies
• May I respectfully suggest
• I beg to differ
• Unfortunately
• We sincerely hope that
• We unreservedly apologize for

Avoid the wrong tone

• You should know
• You cannot expect
• You have ignored
• You failed to

Using the right tone

Focus on the solution instead of the problem

Solution	Problem
I am available to meet you next Wednesday through Friday	I am not available to meet you next Monday or Tuesday
Please return your form before 25 May in order to guarantee a place at the conference	If you do not return your form before 25 May. We cannot guarantee you a place at the conference