Professional Documents
Culture Documents
3.1 Basics:
Previous contact Thank you for your email of ... Thanks for your email.
Further to your last email ... Re your email,....
I apologise for not getting in Sorry I haven’t written for ages,
contact with you before now. but I’ve been really busy.
Reason for writing I am writing in connection with … Just a short note about …
I am writing with regard to … I’m writing about …
In reply to your email, here are … Here’s the … you wanted.
Your name was given to me by … I got your name from …
We would like to point out that … Please note that …
Ask for information Could you give me some Can you tell me a little more about …
information about …
I would be interested in … I’d like to know …
I’m interested in receiving/finding Please send me …
out …
Final comments Thank you for your help. Thanks again for …
Do not hesitate to contact us again Let me know if you need anything
if you require further information. else.
Please feel free to contact me if you Just give me a call if you have any
have any questions. My direct line is ... questions. My number is …
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..)
1
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.
2
Common mistakes
3
Assignments
Assignment 1:
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?
4
Assignment 2:
GIVING NEWS
Some ideas are given below, but adapt and change them as you wish.
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?
5
Assignment 3:
COMMON MISTAKES
You are going to look at the text from three emails that contain words which can often be
confused.
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.
6
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.
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.
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?
7
Assignment 5:
Some ideas are given below, but adapt and change them as you wish.
• 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?
• 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?
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?
8
Assignment 6:
You are going to write two emails: the first asking for information; the second asking for
action.
EMAIL 1
Prepare the situation using the questions below. The information can be real or imaginary.
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
Prepare the situation using the questions below. The information can be real or imaginary.
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?
9
Assignment 7:
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.
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?
10
Assignment 8:
INTERNAL MESSAGES
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.
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?
11
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.
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.
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?
12
Assignment 10:
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.
• Refer to your CV
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
13