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GIM Email2010

This document provides guidance on writing effective business emails. It discusses: - Three basic types of business messages: text, email, letters, and memorandums. - Elements of an email such as the recipient, salutation, organization, formality, signature. - Best practices like being concise, clear, avoiding offensive language, and proofreading. - When not to use email such as for long, complex messages, confidential information, or emotionally charged situations. - Considerations for different cultures. - Sample exercises for writing business emails.

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Servesh Jasra
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63 views

GIM Email2010

This document provides guidance on writing effective business emails. It discusses: - Three basic types of business messages: text, email, letters, and memorandums. - Elements of an email such as the recipient, salutation, organization, formality, signature. - Best practices like being concise, clear, avoiding offensive language, and proofreading. - When not to use email such as for long, complex messages, confidential information, or emotionally charged situations. - Considerations for different cultures. - Sample exercises for writing business emails.

Uploaded by

Servesh Jasra
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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Business Messages

Three basic types:


Text messages, email, letters, memorandums

Email for business purposes


Prefatory Elements:
Mechanical parts of the email message that are generally
standardized part of the template of the software.
Cc is only for those who really need/have the right to look at
the email, apart from the original recipient

Beginning the Message:


1. Typically, emails begin with the recipient’s name. If reader
and writer are acquainted use the name you use when
speaking. If you normally address the reader as Dr., Mr.,
Prof., address him or her that way in an initial email. After
that, use the salutation that the recipient indicates is
appropriate. Salutations used in letters such as – Dear
Mr./Mrs.- are rarely used in email. Used sometimes when
formal mail is going to outsider.

2. Generic salutations- Greetings – are only for people with


whom you usually communicate.

3. When writing to someone you do not know, identify


yourself early in the message.

4. Organize the contents – for most informative messages


use top- down order. This means, present the most important
material first. The remaining information – in descending
order.
Formal, complex email messages follow strategic
organization patterns. List/number questions to improve
readability.
In general those messages that are likely to be received
neutrally or positively are written in a direct pattern. They get
to the point right away, then present the rest of the
information systematically. For messages that are likely to be
received negatively, use the indirect pattern. Start with
explaining words that prepare the reader for the bad news.
5. Formality considerations: Email can go from highly formal
to highly informal. Because emails are written under
pressure, formality aspects are sometimes overlooked. That
is a serious mistake.

Casual language – used between friends in everyday


situations.
E.g. Hi Rajesh, just back from a confab. They’re high on our
marketing plan. ASAP they said. Let’s meet my cell. Wed 10
a.m. Manish

Informal writing – has some of the qualities of casual writing


but no initialisms. Makes use of some pronouns, contractions.
Has the effect of polite conversation not chit-chat. Sentences
are short, but well structured and organized.

E.g. Rajesh, the management team has approved our


marketing plan. They were most complimentary. But, as you
had predicted, they want a special plan for the large
accounts. As they want it fast, let’s work on it. Can we meet
Wednesday, 10 a.m. in my office? Manish

Formal writing – maintains a greater distance between writer


and reader. Avoid contractions. Sentences may be a little
longer. Tone is more like formal reports. Meant for people of
higher status, not known to the writer.

6. Writing the message – general considerations/smart email


practices
• Conciseness. There should be complete coverage of the
material, as briefly as possible.
• Clarity. Select words that are precise, short and familiar.
• Etiquette. Avoid offensive language. Practice the skillful
use of positive language and the use of the you-
viewpoint. Also, let your reader know when no response
is required.
• Correctness – grammar and punctuation guidelines
given in choosing words, designing sentences and
paragraphs. Bad spelling, illogical punctuation, awkward
wording harm the writer and the credibility of the
message.

7. Closing the message:


In most cases end with just the writer’s name + surname. If
you know the reader well, just your first name. In formal
email, closing statements like ‘Thanks’ or ‘Regards’ could be
used but are optional. ‘Sincerely’ used only in formal email if
at all. Use the signature feature such that you are clearly
identified.

8. Using Emphasis devices:


Do not use uppercase for whole words.
Use initialisms very cautiously. (ASAP, BTW).
Do not type the body in entire lower case or upper case.

9. Email should not be used when:


• The message is long, complex and requires negotiation.
• Information is confidential, sensitive, could be
misinterpreted.
• The message is emotionally charged, requires tone of
voice and conversational feedback to soften the words.
• Message is an attempt to resolve conflict. Email could
make it worse.

10. Consider cultural differences – Some expressions you use


could cause confusion for the reader.

EXERCISES
Start with Exercise 5
1. You are Satish Gupta, Director, Magnum Print. Your
employees will join you at an expense paid one-day retreat
that you hope will improve team work. Write the email
announcing the outing. Give details regarding the
accommodation, transport, offer to answer any questions the
employees may have.
2. You are the Assistant Marketing Director of a large
chocolate manufacturer. You have been sent to this year’s
Candy show to observe new trends. Write an email to your
boss describing two trends you observed at the show that
could affect your company’s product development. Describe
each trend briefly and give examples.

3. According to a poll by Levi Strauss and Co. the trend to


dress more casually at work reflects larger changes in work
patterns. More people work from home and have flexible
hours. You are a Manager at a conservative accountancy
firm. Before agreeing to a request for a casual dress day, you
write email to one senior colleague and the junior office staff.
You are worried that a casual dress day policy might
encourage sloppiness at work. Write the email. Ask specific
questions. You need the answers before the next
management council meeting.

4. Assume you are HR Director in a company whose stock is


publicly traded. The company has decided to offer stock
options to all full time employees, not just the high level
executives who have received them for years. Someone who
leaves the company will forfeit any unexercised options.
When the option is exercised, the employee will pay
commission to a stockbroker. If someone needs to borrow
money to cash in options, the broker will lend money on
margin. This money plus fees and interest must be repaid.
Employees must consult a tax professional prior to making a
decision. Write an email to employees explaining the reasons
for the program and its features. Include other features you
deem suitable.

5. Your company is planning to implement a new feedback


system. Supervisors and managers will be evaluated not only
by their own supervisors, as always, but also by their peers
and subordinates. After that, an HR senior will meet with
each supervisor or manager to explain how the person’s own
opinion of herself or himself is or not shared by subordinates,
peer group and boss. The HR officer will help the employee
work to improve on weak areas. The new system will not
replace the existing system of performance appraisal, the
results will not be placed in official personnel files.
Many managers are surprised to find that they are perceived
to be cold and uncaring. The new system is meant to improve
team work.
As Vice President HR write an email to all senior managers
asking for their opinion on specific points. Also, write to one
junior officer requesting his opinions. The two mails should be
significantly different.

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